I am only giving any stars because of the associate Dee... This review is for AT&T/Firstnet... I have never had so much trouble and headache activating a phone on an account I have had for years... On 2/19/25 I chatted with Erica on the Firstnet chat site regarding activating esim on my current phone because I was upgrading from a phone with a physical sim to one with an esim. Erica changed my current phone to an esim, sent me the steps for activating the new phone, but once we were disconnected it didn't work. I chatted again, but this time with Rhea... Rhea chatted with me the necessary steps, and once we disconnected, the same thing occurred (I was unable to activate my new phone utilizing the steps provided). I contacted Firstnet's 800 number and spoke with Lee... We went through the necessary steps, and Lee stated hopefully it works because the fraud department is shutting down soon... I was confused by his statement. I explained the phone wasn't stolen, and asked why would the fraud department be involved. He never really explained, but whatever prompts he did regarding activation of the new phone were unsuccessful... Lee told me to contact AT&T the next day at 9 a.m. Eastern Time and they would be able to help... I asked why the phone couldn't be activated and he stated the fraud department usually has to approve imei swaps... I have never heard of that, but I followed what Lee told me. Once we were disconnected I got 3 texts asking if I was trying to activate a phone, and if so reply with the code that was sent... I replied, but nothing happened... On 2/20/2025 I contacted Firstnet and Adrianna stated she needed a number to contact me at once she activated the new phone. I gave her my work number and she stated it wasn't working. After 3 times I told her to forget it and she gave me the number to the activation department at AT&T/Firstnet... A few hours later I contacted Firstnet again and spoke with Danielle. I explained I have a number she can call once the old phone is deactivated and she stated they don't do that... I explained I spoke with another rep earlier that stated you guys could do that. She continued to state differently, so I told her never mind... I contacted AT&T again a few minutes later and spoke with Gus.Gus attempted to help me... We went through all of the necessary steps of the imei/eid info... Gus explained the rep Lee was actually Malik who's a rep in his call center, and did nothing on my account... Gus explained the entire fraud deal. Due to the reps before attempting to activate my phone and having me attempt to activate my phone on my own, it made it seem like there was fraud with the sim... Gus placed me on hold to get the fraud department on the phone. While on hold there was a text just like before asking if I was trying to activate a new phone and reply with the code sent, which I did... Gus did a three-way call with Pablo (working from El Paso) in the fraud department. Pablo asked me a series of credit/security questions (which car was associated with me years ago, the total of the last 2 numbers of my driver's license number, if I knew of a female that lived in GA,TX, AZ, TX (yes he said TX twice) or if I even knew that person, and a female with the same last name as me). The last question he asked me just so happened to be my husband's ex-wife and they wanted to know her age. The answer choices were 3 different age groups and I don't know that person. When I explained to Pablo who that person was, and I knew nothing about her. He stated they couldn't complete my transaction... He also stated it doesn't say which answer was incorrect or why, but I know it was the last question... I was very upset to say the least... My husband's ex-wife should NEVER come through on my credit for security purposes... I asked Pablo what the time frame was that I needed to wait before trying again and he stated there wasn't one... When I asked him if we could try again right now he stated he couldn't; however, he just stated there wasn't a time frame to try again... Once he disconnected, Gus stated he thinks the last question is why Pablo denied the transaction, but I should go to the AT&T store later or tomorrow... I was ready to cancel all of my AT&T/Firstnet services and return the new phone... My husband and I decided to try the store since we were only 5 minutes away, and it was a store we have always had a great experience at... Dee, the associate at the store activated my new phone WITHOUT HASSLE in less than 5 minutes... Thanks Dee for doing something no one at AT&T/Firstnet could do for 2 days...