The in-store reps are really not trained in customer service. It's a retail store, certainly not a place where they can resolve problems with accounts or phones. If you ask an employee to help you with something other than sales (products or plans), you might get a polite apology and advice or you might be treated very rudely. Depends on the person, it seems like they're not held to any service standard. Allow yourself a good couple of hours (and take a Xanax).