AT&T review: Very bad customer service from employees at a corporate at&t store

My son's iPhone 16 Pro started to randomly calling people on his contact list. This started Tuesday May 13, 2025, and at this time we had only been with AT&T 1 month. My son & I took his iPhone to the AT&T store in West Des Moines, IA and got no help from 3 different employees stating that they can't help us unless they see the phone reproduce what is happening. We have gone in this store 5 times since this has started. There has been one gentleman who now is helping us when we go in because at our Apple store, there is a lady who used to be a manager at that AT&T and knew this gentleman and told him how to help us as Apple has done all they can, so now he is believing us and saw for himself the iphone turning on and off the camera and calling phone number on Friday May 16th. The other two gentlemen, that are older, when my son and I went in on Thursday May 15th, we felt they were very rude to us, only kept saying that there is no way this iPHone is making calls on its own, it has to show us what it is doing before we can help, ect... So my son and I left and went to Apple again. Then on Sunday May 18th, my son and I needed to go back there as we now have an Apple representative helping us, as only Apple has gone farther to help us than AT&T, he wanted to talk to someone at the store level because everytime we call into Advance Technical Support, we get hung up on, send to another person, or have the AT&T person call another Apple person when there was one already on the phone. There was only two people at the store and no managers there, which I though okay don't need a manager for this, and they were taking their lunch break until 3:40pm. Well at 3:45pm, one younger gentleman, whom I have never worked with or spoke to yet, said that they were having tech problems and would open in 20 minutes. I said okay, because the Apple gentleman had not called back yet. So, after 5 minutes the young gentleman opened the door and asked me how he could help me. I told him I was waiting for the Apple gentleman to call me as we needed to get this phone fixed and wanted to work with him. The young gentleman said can I help you and I said I am waiting for this call first. I said that because of how I have been treated here in the past couple of days. So the young gentleman said, let me know when he calls and I will help you. We waited about 15 minutes then he called and someone had walked in and the younger gentleman helped them first, that was okay with me. But the other older gentleman there was talking with someone but still could help. He saw that I was waiting for someone to help me at this time and I had to ask him if he would help me. The older gentleman saw ladies starting to come in when I asked for help and then he asked me what I needed. I told him that I have an Apple representative on the phone who is helping me try to fix this phone and wants to talk to you. He said to me, "I don't have time for this. We only have 2 people and no manager today. I have to be blunt with you, I don't have time for this." I asked him, "Then why did the younger gentleman tell me this?" He said" He should have but I don't have time for this." He said more but I felt like no one there was ever going to help me unless the gentleman we have been working with was there. If I can, I will NEVER step into the store again. I was humiliated with people in the store and the way they both acted when we walked in was sickening to me. I have been treated bad before but not like this. When we left I told the Apple gentleman on the phone that I wish we never moved to AT&T. The Apple gentleman was confused how all of AT&T has been treating us and he started helping us on Friday night.
If someone at AT&T would just look into the notes on are account, you will see what has happened and what has not happened but we are not sleeping as this phone keeps calling 911 and more, we have called our police department to file a complaint, but there is no more AT&T will do for us, all we get is it's an Apple Issue when Apple is the only one working with us. I just wanted to let people know about the 3 men in this store and be weary when going into this store. All they care about is selling phones and not helping people. I have never been mean, rude, disrespectful to them, also I just remembered, when we wanted to see what AT&T could do for us, if we switched, we went there and talked to the gentleman, who is now helping us because of the lady that worked there before and now is at Apple, he didn't want to help us switch carriers either. We went to a independent store in Waukee, IA and they have helped us more than this one ever has.
The reason I am not using names is because I only know one name, the other two gentleman that are older and the one that is younger, that have never helped us, I don't know their names because they never wear name tags. Even when I call Customer Service I never get their names unless I ask. Come on AT&T and get your act together! I have never been rude, mean, never cussed at anyone, just been respectfull and no one wants to help me fix this, in the stores, over the phone has been a little better. Only two people on the phone have really helped us, that is all. To end this, this is still happening, it has not stopped since it started Tuesday May 13th, 2025. And today is Monday May 19th, 2025.
The main reason for this complaint is more about the gentleman at the Corporate Store then anything else, the phone is a big issue but the way my family and I have been treated has been worse.

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