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willy1094's profile

New Member

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4 Messages

Thu, Feb 17, 2022 10:28 PM

ATT refusing to honor first responder discount

My wife and I are both eligible for the first responder (multi-line) discount per ATT's documentation.  We opted to put the account in her name as she had her proof of eligibility with her at the time the sales person approached us.  My wife is a 911 Dispatcher.  She has now spent SEVERAL hours submitting, resubmitting and gone in person to an ATT store to try to get this resolved.  She has submitted her "badge", she is issued a plastic name card with her picture, name and the agency clearly listed, although they abbreviate Public Safety Communications Center as "P.S.C.C." or what I would think is obvious reason.  She has sent a pay stub showing she is paid by the Fiscal Court.  The associate at the store submitted pictures of his ID card next to her work ID  with a note explaining that PSCC is abbreviated as noted above.  This is not even counting the sales person confirming her eligibility BEFORE we even signed up.  It has be 20 days of this and NO ONE has been able to step up and say enough. 

Now she is being told to have a letter written on a letterhead stating that she is an employee.  At this point, I doubt that is going to be accepted.  I can easily create a letterhead, says I'm so and so and she is whatever.  This is beyond horrible customer service.  This is my last ditch effort for someone to correct the problem.  I am at the point I want to just drop ATT and go back to my old provider despite the fact the being talked into moving to ATT has probably ruined any chance of getting my old loyalty rate back.  I'd rather pay more to a company that will actually fix an issue than make you run in circle until, I believe, you just give up. 

Fl_retire

ACE - Professor

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2.7K Messages

10 months ago

@willy1094 This is from the Firstnet website

https://www.firstnet.com/faq.html

I’m having difficult uploading my verification documents. What should I do?

Log in to FirstNet verification at  https://www.firstnet.com/verify.

  • You will complete a one-time phone number validation. This step will not appear if already complete.
  • Review proof of eligibility document options. Only one document from the list is required.
  • Documents must meet requirements provided for the specific document type.
  • Accepted file formats: BMP, JPG, JPEG, PNG, PDF
  • Upload up to 3 documents, if needed
  • Your document(s) will be reviewed and you will receive an update via email/text within 24 hours

New Member

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4 Messages

10 months ago

The promotion is not part of the FirstNet plan.  I can’t remember what the sales associate called it but it is for first responders 25% off multiple lines.

Every ATT associate we have spoke to in person is baffled as to why we are having problems but according to them they cannot force to approval to go through.  Apparently the approval is made by a third party.  A store manager should be able to verify her status to him.  

I carry a shield but was told that we couldn’t use that because we put the account in her name.  The customer service has been beyond ridiculous.  When I says she has spent HOURS trying to get this approval it is no exaggeration.


We were approached and offered this service.  I was plenty happy with our previous carrier and had no problems with their customer service

MicCheck

ACE - Expert

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12.4K Messages

10 months ago

It sounds like nothing you've provided is proof of eligibility. PSCC doesn't really show she works for an approved agency. Court employees aren't eligible, so the pay stub doesn't help. 

She can submit a signed affidavit from the PSCC as proof of employment, or wait the appropriate amount of time (60 days, I think?) and transfer service into your name if your ID, badge, etc. is able to be used as proof. 

Has she asked any colleagues if they're been able to sign up for the discount through AT&T?

(edited)

ATTHelp

Community Support

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203.8K Messages

10 months ago

Hello willy1094,let's get you pointed in the right direction!

 

In order to resolve your First responder enrollment concern you will need to visit an AT&T Corporate store. Request to speak with a corporate manager. 

 

Let us know if this helps you out.

 

Thank you for visiting AT&T Community Forums!

 

Carlton, AT&T Community Specialist  

New Member

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4 Messages

10 months ago

We spent 2 1/2 hours in a corporate store.  The manager claims they cannot override/force it through.  It was the corporate store that took a photo of of his credentials next to my wife’s with a note explaining what “PSCC” stands for and confirming her eligibility.

ATTHelp

Community Support

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203.8K Messages

10 months ago

That is not the kind of experience we want you to have, @willy1094! Let’s meet in a Direct Message (DM) to discuss that first responder discount.

 

Please check your Direct Message Inbox for a message being sent to you. Look for the chat icon next to the bell icon in the upper right corner of the Forums page.

 

Also, we invite you to check out Wireless Discounts for First Responders where you will find that those employed at public safety answering points are eligible for the discount (which are applied in 2-3 bill cycles). However, the offer excludes employees or volunteers of federal agencies such as FEMA or the FBI.

 

If your wife's occupation meets these requirements, then meet us in a DM. We want to look into this for you!

 

Lar, AT&T Community Specialist

New Member

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2 Messages

6 months ago

Same experience here!!! I've spoken to store employees. Etc. Etc.

False advertising and obfuscation. A lawyer should pick up on this and file a CAS.

There are enough people on this post to do so pretty quickly.

New Member

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2 Messages

6 months ago

Same run around here. It's on purpose. No way its not.

MicCheck

ACE - Expert

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12.4K Messages

6 months ago

Well, if you're having the "same" issue, then it's not run around, but not providing the required documentation. 

If that's not the case, what problems are you having getting the discount applied? What have you done so far?

New Member

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4 Messages

6 months ago

Actually our issue wasn’t “not providing the required documentation “.  Everyone we spoke to in person said our documentation should be fine.  They couldn’t tell us why we were being denied.  Two in store employees noted that the process was overly difficult.

we have since resolved the issue, without providing any additional documentation, but it definitely was a runaround.

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