Complaint against store sales associate

Question

A few days ago I went into an Att store to upgrade to phone. I was greeted by 3 sales associate of which one assisted me. I knew what I wanted so I just told him I was due for an upgrade and wanted a samsung galaxy 6 edge.
But before all that I specifically asked him if my current plan would change since I was grandfathered in with unlimited data which I did not want to lose. He said nothing would change as I am merely upgraded my phone not my plan. I told him if it would change I did not want to upgrade. He reassured me it would not change.
So he went to the back and a new phone for me. He then tells me that since I got a new phone, I had to purchase insurance for the phone and I had no choice in declining. He said I would not be charged for the first month but if I did not want the insurance plan, it was my responsibility to cancel it since there was nothing he could do.
Fast forward two days later when I checked my new bill and service contract online. So my unlimited data was removed and in it's place was some other plan With 3 gigs. I called customer support, which was the friendliest most helpful person. She was able to file a form to try to get my unlimited data back and explained to me about the "optional" insurance plan.
Apparently, the sales associate took it upon himself to lie and change my service contract and add an optional insurance without my consent.
I love Att and I am not speaking badly about your company but I would like to make a formal complaint against the sales representation. How would I do that? I don't want anyone fired but maybe Att can send a secret shopper and see how illegal their employees operate.

Answer 1

I have a similar complaint with a store associate in Indiana.  I have been a customer for several years (AT&T Purchased Centennial and I became and AT&T customer (iPhone 3Gs if that helps date the plan) and I have always had 4 mobile phones on my lines.  I recently spoke with a store associate about upgrading two of the devices and he proceeded to tell me how much better the new Mobile Share plan is.  I have a single phone that is still under contract as I had to remove and add a line to upgrade the phone about a year ago and I told the associate that I was unwilling to sign up for a new plan because I didn't want to pay the $25/month additional access fee and that I would just go purchase two new phones outright from Apple.   The store associate GUARANTEED to me that he would waive the additional ($25) monthly access fee if I signed up for at least the 10GB package and got two new devices.  I did this and a week later checked online to see the plan updates on my account and did not see the discount so I called the store and spoke to the same associate who said "that won't show up until your next bill."  Once my next bill came I had to call again because the discount was still not applied and the associate assured me that he would be speaking with his manager and the corporate office to file the paperwork to get this done but that I should call the customer retention line.Once I called these people they said that they would either revert me to my old plan (which would now be increased in price with two new iPhone 6+ devices) or that they would give me a $20 discount (before my company discount) which due to the structure ends up being only about a $15 discount which leaves me paying an additional $10/month for the next 15 months. I was also told by the "retention team" that they do not stand behind promises made by store employees.  This is sad as long-term customer whose family and employees all use AT&T (for now).  I get business discounts on Sprint and Verizon as well so I suppose I will start looking at their offers.