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2 Messages

Fri, Apr 3, 2020 11:52 PM

Firstnet is AWFUL and we are stuck with a bill that we should not have due to the incompetence of the two companies

We went to AT&T to switch from Verizon in December of 2019. When talking to the rep at at&t, he asked about my husband's job, the rep said he qualified for a first responder phone through firstnet. We didn't know much about it, but went with it because he said it was a better deal. Firstnet has been nothing but awful. After having the phone for about a month or so, the service stopped working. When we called, they took a bit on the phone call and had us restart the phone a few times and it worked again...until it stopped again within a week or so. Called firstnet again and they let us know he didn't qualify because he is in the army. So...they completely canceled without notification. My husband said ok, what do I need to do with the phone. Firstnet said they don't take the phone, we have to go to at&t with it. So we go to the store. At&t says, no, firstnet needs to deal with it. Omg! SO my husband gets the at&t store manager to sit with him while calling firstnet. They talked. Firstnet got crappy with their manager and HUNG UP on them. So at&t manager steps up and says he will take the phone back. He allowed my husband to turn the firstnet phone into the store. We still needed another phone, so the manager allowed us to set up a phone on our home account with the same "free phone" advertisement. NOW two months later, firstnet has somehow "reestablished" the account that we do not have a phone on and is billing us AGAIN. My husband is on the phone talking in circles with firstnet because they cannot seem to understand that THEY shut service off on us and now want to charge us for 2 months of service and shutting it off. After talking on the phone for an hour and 29 minutes, three different levels of talking to people, the best they wanted to do was credit us for the service (which was already supposed to be shut off) and still charge us for the phone that they insisted we take to at&t (which we did) in the first place! They also insisted that WE need to go to the at&t store to talk to them about the situation again knowing we are on quarantine, because they say they don't have it in their notes that we turned it in, although they told us to take it to at&t in the first place AND they could see that we had to start a new line with it through at&t. We have went in so many circles, spent so much time on this, and are so frustrated because at&t and Firstnet cannot seem to get their flaws ironed out and now we are getting stuck with a bill and horrible customer service because of it. What do you recommend we do at this point? We did exactly what we were told to do and are still having to figure this out, months later.

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Brand User

Administrator

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8.7K Messages

2 months ago

Hello @shortT501,

 

Thank you for reaching out on our Business Community.  We greatly apologize for the frustrations this has caused.  We will be more than happy to take a look into this further.  Please send us an email at BizForums@att.com and include Case#7309672 in the subject line.  Please provide the following in the email:

 

Contact Name:

Contact #:

Contact Email:

Account Details:

 

Thank you.

Chris

Social Media Manager

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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1 Message

@ATTBusinessForums we are having the same issue as this. At&T and First Net has been directing us back and forth. Being on hold over the phone for almost 2 hours and They can’t seem to have a solution for this. A lot of loyal customers are being told lies by store managers just to get them into the first net trap, Telling all the promises that they will approve you and will end up not being qualified and having to pay the balance at the end. It is so unfair at this time of pandemic that at&t is treating their customers like this. We need Solutions and hoping that at&t can provide a good customer service.

Brand User

Administrator

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8.7K Messages

Hello @ solutionz,

 

Thank you for your recent posting.  We appreciate your participation within the Business Community.  I would be happy to help.  In order for me to research your issue, I will need to verify some information.  Please send an e-mail to: Bizforums@att.com with the following details and in the subject line please reference your Case#7324548

 

·        Full Name:

·        Business Name on Account: 

·        Phone number associated with the account: 

·        Preferred Contact #: 

·        Email address: 

·        Description of Issue:

 

Thank you,

Nancy 

AT&T Social Media Manager 

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Brand User

Administrator

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8.7K Messages

Hello @ solutionz,


We have not heard back from you.  If you still need assistance, please send an e-mail to: Bizforums@att.com with the requested details and in the subject line please reference your Case#7324548.

 

Thank you,

Nancy

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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2 Messages

@ATTBusinessForums

An email has been sent according to the directions above.

Brand User

Administrator

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8.7K Messages

2 months ago

Hello @shortT501,

 

Please let us know if you still need assistance?

 

Thank you.

Chris

Social Media Manager

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.