On 10/21/22 I came into the store to get an upgrade on my current iPhone 12 in this location. Was on vacation from Tennessee. I first talked to an awesome guy named Eric. He directed me to talk to his associates. After speaking with the assistant manager, Cynthia, and her associate Justine, they were going to give me a $800 discount because I was a nurse. I was never told about my upgrade process or needing a new line to do so. They proceeded & gave me a discount on my “current plan” on the IPhone 14 pro max with just paying the taxes. So I was pumped!! Asked them “do I turn in my IPhone 12” and they said no. “You have 30 days to do so.”
Fast forward to 10/27/22 back in Tennessee, I go to my local AT&T store to turn in my IPhone 12 and they said you have two accounts. Someone opened this account. I was shocked!! The local store said their hands were tied, couldn’t help me resolve this and directed me to call 611. I called this store location and spoke with Cynthia and she said I was just trying to save you money! Nothing about opening a new line (including installment fees and other hidden fees) without my consent! She obviously didn’t have the best interest of her customer and was just trying to make a sale. After 5+ hours of deliberation with loyalty 611 still don’t have any clue on anything being resolved. 611 manager Abbigail ( have her ID #)has promised me and was a lie as well. Have been lied to twice in a week by AT&T. I still have two phones and two lines which I don’t want!!! BE CAREFUL!