How do I make a complaint about an AT&T retail store employee and the store manager
My 85 year old father visited a retail store a few weeks ago and asked for a phone for himself and my 84 year old mother along with a simple plan. He later told me he was getting two phones and service. I asked him where are the phones? He said he was told he would have to wait until they arrived at the store. Two days later one phone arrived. I visited the store with my father to activate the phone. I asked for his plan details. Employee told me he could not print any information until a bill was generated. I questioned and thought this is very odd. We were told we needed to come back once the other ordered phone arrived.
Later that day we visited a corporate store to purchase a screen protector and the employee there printed the order summary for my father. Reviewing the order summary was shocking. The retail store had ordered 5 phones with 5 lines for my 85 year old father. He also set him up for paperless billing and auto-pay. Days later I verified that they had a bogus email for my father. I spent 5 days and many hours on the phone with the loyalty department. I complained to the retail store manager once I discovered my father had been set up with an installment plan for 5 devices and 5 lines. My father was never told he was getting 5 devices. I was told by the retail store employee that, "you don't understand AT&T plans"
I'm very disappointed with this treatment of an elderly person. He walked in with an old flip phone active with another carrier. He only wanted a phone for his wife and himself. He wanted a basic plan.
The Loyalty department has been very helpful. They have since deactivated the 4 lines not needed. We decided to wait on activating a phone for my mother with this mess unresolved. He has not received his first bill to date.
I believe there should be a review of this situation and our interaction with this store. How do I preceed?