There is a third party rep that is adding lines to peoples accounts without their consent or knowledge. They come in to upgrade their phones but instead of upgrading he adds a line to the account and orders the phone on it. He then instructs them to come back in and see him when they receive the phone and he switches the SIM card. If they ask about the different phone number he tells them its a free line and they have to have in order to get the phone deal. By the time the customer gets their bill it’s too late to cancel the line without the installment on that phone becoming due. This is all so he can make an extra $100/sale.
When we order the phones through our system, all upgrade plan changes are being set out for a month. So if there are 2 upgrades, he upgrades one, adds a line for the second and there is 1 line on the new plan, the non upgraded phone is on the old plan and the one that was truly upgraded is on the old plan but it’s set out to change in a month. Or, if it’s just 1 upgrade and then the shady added line, the added line is on the new unlimited plan for 1 phone at $95! If they happen to catch it and send a phone back it’s a $55 restocking fee. This is costing customers hundreds of dollars. The one I fixed today is on their second bill that went from $150 to $300! I have seen customers where this unethical rep has costs them up to $300 on one bill. Sadly The customers he is doing this to are mostly elderly people that have no clue about phones or how any of these processes work. They are just clueless. And sometimes they think he just made an honest mistake!!! I have seen it at least 20 times. I have customers names and numbers of 15 that he has done this to and i didn’t start keeping track when it first started happening. It’s the same rep. It’s just me and him in our store. He is my boss and the owner of the little franchised company with the contract. I don’t know if the whole company is corrupt, if it’s bigger and includes AT&T, or just him! I don’t know where to complain in order to make this stop happening.