AT&T Authorized Retailer

I’ll never in my life go back to this excuse of an establishment. I went here with the hopes of transferring my current line to a different account and getting an upgrade, and after about an hour and a half I walked out with nothing accomplished. So I walked in and was greeted by both employees; a young guy who’s name started with a J, I forgot what it was. He was cool, he did everything in his power to try and help me out. He looked pretty sincere.
So according to them, in order to transfer my line to a different account, the primary account holder (my cousin) has to call AT&T customer service and have them put a note on the account saying I have permission to transfer the line. Seems kind of ridiculous, but ok. Policy is policy. I also work in the corporate world and understand that sometimes you’re required to enforce policies with which you might not agree. So I have my cousin call AT&T. He lets me know he called, and I notified the employee. They checked my account and told me the customer service rep put the wrong note on the account. Really? Ok, I had my cousin call again, and I specified for him to say whatever the employee in front of me asked for. They checked the account 3 minutes later, and told me this time that the customer service rep wrote something wrong? What the hell? Are you kidding me? You ask me to have my own cousin give me permission to transfer my own line, and when he does you tell me customer service wrote the wrong note? I had to have my cousin call A THIRD TIME in a matter of 20 minutes because the customer service reps weren’t putting the proper notation on my account. The whole purpose of getting this «permission» or «authorization» from the primary account holder is to prevent billing responsibility issues. Earlier I said policy is policy, but sometimes you have to use common sense. There are always exceptions and there are always ways around things. OBVIOUSLY, if you saw the notes from customer service reps on my account, regardless of them not being the «right» notes, you can certainly infer that my cousin, the primary account holder, is attempting to do what you asked for which would evidence his intentions of giving me permission. This whole process was so aggravating.
I think the persons name that I dealt with was Cynthia/​Claudia. She was adamant about having the notations worded exactly as she preferred. She saw me call my cousin three times to tell him to call again, yet she wasn’t satisfied. I even had her talk to my cousin, but she refused the phone and passed it to the younger guy. Cmon lady, where’s your common sense? There’s nothing dangerous or fraudulent about what I’m doing, I simply wanted to transfer my line to a different account. Anyway, when I was ready to leave, the younger guy checked my account and told me they finally put the correct notes. Finally.
So then, this Cynthia lady has the audacity to tell me that the account were transferring to is set up as an old account, and the previous account was a new account and that this would require me to first transfer my line to a 3^rd party phone company (which her friend can do for me she says) and then transfer it back to AT&T. Are you freaking kidding me? Who are you? I didn’t understand half of what she was saying, and the other half was just ridiculous. I grabbed my stuff and left. I went to the AT&T store on van Nuys and roscoe right after, and let me tell you, my experience here was the exact opposite of that rinky dink establishment on woodman/​Osborne. I literally walked in, asked to transfer my line and get an upgrade on my account and was in and out in less than 45 minutes. Hugo helped me out and he was awesome. They did everything I needed with out any difficulty.
Avoid this «authorized retailer» to avoid headaches. Go go the actual corporate stores. Those people know what they’re doing.

The employees of this location are all smug little creatures. They act like they’re doing you a favor by waiting on you. I called customer service to find out how to change my prepaid plan and add money if I was paying cash. I was advised that I can go into a retail store, add the cash and the retail clerk can make the change in the store. So I walk in to the store, nobody greeted me. The females that worked there seemed too engrossed in socializing that when I approached the counter they both looked at me with disdain. When I told them what I wanted to do, they both looked at each other like it wasn’t something they could do in the store. I said I wanted to add cash to my account and change my plan. One of them said I need to call customer service first to change my plan then come back to add money. NOT what the phone rep told me. So I walked outside, and I turned around at the door to see them giggling and socializing with another customer that walked up to the counter. I drove to another retail store, and the clerk there was able to help me out without issue. I was in and out within 10 minutes. Needless to say, the first store lost my business as a paying customer.