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Ohiocustomer's profile

New Member

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3 Messages

Sat, Sep 24, 2022 7:19 PM

Long time customer lied to about new service for commissions

We went to the Austintown oh store and worked with a man named Anthony. We asked about the first net first responder program because my wife works as a care coordinator for a kidney care specialist. Anthony said he would need some kind of documentation. My wife had just started this job but worked at a different kidney specialist company prior so we advised him we didn’t have anything at the moment except an expired Stna license. We were very clear that it was expired and Anthony chose to run it anyway. He came back a short while later and said we were approved and because of the is information we signed up for a new contract and new devices and turned our old phone in.  Never one time wait mentioned that the first net service was on a trial situation to seek approval. However we called first net and spoke with multiple people in regards to this disaster and we were advised that when Anthony ran my wife’s expired credentials she was not approved almost immediately. First net  also advised that the decline due to using an expired license was sent when it was ran and that there is no way that it suggested otherwise. We started to make many phone calls to the store and corporate offices to find a solution to the situation and was advised to speak with the store manager at the store we made the purchase.  We called the store and set an appointment up to sit with the manager 3 days ago for today Saturday September 24th .   We don’t live close by and when we got there a few minutes early to be sure we were on time we were advised that the store manager is off In Saturdays. This is absolutely ridiculous. Wasting our time money and resources so that your sales representative can get a commission. We have been with for a very long time and never once thought this is how your operation is ran I would really appreciate a response as soon as possible and a resolution being that your Austintown oh manager is not too busy to do bad business but is too busy to speak with us and fix this situation as it should thank you 

Constructive

Employee

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29.9K Messages

2 months ago

Is your wife the primary account owner?  

ACE - Sage

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102K Messages

2 months ago

The solution is pretty simple you have to submit valid documents to prove that your wife is a first responder. Submitting expired documents never should have been done. 

FYI, this store Austintown plaza

Is listed as an authorized retailer, not a corporate store. Corporate stores can submit documentation for the signature program and for firstnet verification, I do not believe that authorized retailers can do so. 

New Member

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3 Messages

4 days ago

We did she works for a medical service out of Colorado that works in the kidney field I was under the impression this was resolved after resubmitting and being told once again we were good to go and the service was just terminated after a couple months… first net is stating we were never approved which would have been fine however we turned in our phone which was purchased through apple and signed into a new contract and upgraded other equipment.  I don’t care if they are an authorized dealer or not . If they are authorized to sell the product and sign us up I shouldn’t have to go through hoops just to get a resolution. I don’t want anything for free I want our phone back and out of this contract this is ridiculous and the Austintown Ohio store  and or the employee that did this should either be educated or terminated either way my family being in this situation is unacceptable and needs to be resolved in a fair way 

ACE - Sage

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102K Messages

4 days ago

@Ohiocustomer

AT&T doesn't have your trade in. Your trade-in was sent to a third party called hyla, and you signed over ownership when you handed it over is part of the trade-in procedure.

If you don't qualify for firstnet then switch to regular AT&T and see if the 25% discount applies if your wife is a doctor nurse or physician's assistant.

https://www.firstnet.com/signup/

OttoPylot

ACE - Expert

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19.2K Messages

4 days ago

@Ohiocustomer  FYI, Authorized AT&T Retail Stores, whether it is a brick and mortar or a kiosk in Sam's Club, Target, etc are independently owned and operated, separate from AT&T, and are not staffed with AT&T employees. All they do is sell AT&T goods and services. And, unfortunately, AT&T has little to no control over the business practices of the Retail outlets. Technically, you did business with them, not AT&T, so any issues will need to be taken up with the Retail Store. File a complaint with the BBB as those go to AT&T Corporate and someone from the Office of the President will contact you. They MAY be able to help.

ACE - Sage

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102K Messages

4 days ago

FYI he's not going to get any Commission. There is a 6-month charge back on commissions if someone cancels service, cancels a line, returns a phone, cancels insurance etc.   I cannot even verify that there is any Commission for switching you as an existing customer between AT&T and firstnet.  The employee didn't add a line, all he did was migrate you between AT&T and firstnet which is both run by AT&T. 

I will grant you that he probably messed up because he doesn't know what he's doing. So maybe you should go do business with an AT&T corporate store so that the verification would be done right the first time, by an actual At&t employee. 

New Member

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3 Messages

4 days ago

This is not about price we need internet for her to do her medically related job and would have gone else where if we were not lied to … if you sell att products.. have us sign an att contract… the sign above says att the name tags on the employees say att. The bill is taken out of our account by att. And there was a commission paid by art to the “sales” rep I expect a response and resolution from att. If you are not employed by att please find something else to do with excess time thanks 

ACE - Expert

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23.6K Messages

4 days ago

THIS IS A CUSTOMER-TO-CUSTOMER FORUM AND NOT A WAY TO CONTACT AT&T.  Your "If you are not employed by att please find something else to do with excess time" doesn't work here. 

ACE - Sage

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102K Messages

4 days ago

This is not about price we need internet for her to do her medically related job

Internet?  you mean mobile data. 

and would have gone else where if we were not lied to …

If your wife qualifies as a first responder, or expanded eligibility for firstnet, which would include ER doctors and related employment, her eligibility information would have been verified positively. It's not like there's something else other than first net that provides these discounts to those not on the typical first responder list. 

We could even assume that the person who put in this information, and does not know what they are doing, put it in wrong. 

if you sell att products.. have us sign an att contract…

All carriers have been no contract since 2015. You may have signed an agreement to purchase a phone which could have been returned within 14 days. And you would have signed a terms of service agreement which is not a contract. 

the sign above says att the name tags on the employees say att. The bill is taken out of our account by att. And there was a commission paid by art to the “sales” rep

As I wrote in my previous post, commissions are charged back if there is a cancellation within 6 months. Since you were existing customers, it was an internal migration , and there was no Commission. 

I expect a response and resolution from att. If you are not employed by att please find something else to do with excess time thanks

This is a customer populated forum. If you need to speak with AT&T you can call them, you can use live chat, you can even contact firstnet directly.

How do I reach FirstNet Customer Support? Call 1-800-574-7000 or log into FirstNet Central to Chat with a Customer Support Representative.

Juniper

ACE - Expert

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30.5K Messages

3 days ago

@Ohiocustomer 

If you are not employed by att please find something else to do with excess time thanks 

That comment carries no weight. This is a public customer to customer forum. If you want responses from those employeed by AT&T, then call them. By posting here you have invited the world to respond to your situaiton. Not up to you who posts.

Regardless, you have been given accurate info as much as you don't like it. Authorized retailers work with a measure of independence from AT&T owned stores. Many service providers operate in a similar fashion. I agree that such stores should be more clearly labeled, but they do so within the minimum requirements per relevent regulations.

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