ComplaintsforAT&T
Long Distance Phone Service
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Complaint Details
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Initial Complaint
04/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A wire is dangling from a pole that is situated half on my back yard and half on my neighbor's back yard. I have a pool in my back yard that is close to the dangling wire. My electric company came out and told me that it is an AT&T wire. I do not have a landline so it is not my line. It must be my neighbor's line but the neighboring house is a rental which I believe is currently unoccupied. In other words, the neighbor will not be contacting AT&T and I don't know who the owner is. However, the wind is blowing the line back and forth between my property and their property and the pole is right behind my swimming pool, which I fear is dangerous.I called AT&T three times today and got transferred around to various departments over a period of over an hour. Nobody would help me. I then chatted online for about another half hour and rose to the level of supervisor who told me that there is nothing that they can do because my neighbor, who doesn't exist (unoccupied rental) has to call.I told the last person I spoke to on the phone and also the person I chatted with online that pools (water) and dangling lines do not mix. It is hazardous. The line is AT&T's and it is posing a potential hazard to my property and possibly health. I only got phone numbers that I had already called and when I told them that I got a "thank you we hope we helped you today".Business response
04/23/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.Customer response
04/23/2024
I have reviewed the business response and accept this resolution. I also offered constructive feedback to improve the existing process in place for reporting and resolving downed lines.Initial Complaint
04/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I cancelled my AT&T service on March 5, 2024. I was then charged $223.91 on March 22nd, which just 2 days into my billing cycle. I have now just received another bill for $45.02. When I called the customer ********************** agent told me that the March 22nd payment was for the full month because the dont prorate the cancellation and that I need to call back to request a prorated refund. Now theyre telling me that the additional charges are for the prorated 2 days, which should have already been included in the March 22nd overpayment.Customer response
04/21/2024
The case has been resolved and can be closed.Business response
04/22/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.Customer response
04/23/2024
I have reviewed the business response and accept this resolution. The case has been resolved and can be closed.Initial Complaint
04/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Starting in March of '24 we added a new phone as my husbands old cell phone kept disconnecting the Bluetooth which he needs to be able to hear the phone through his hearing aids. So we bought a newer cell phone at ******* and the went over to a close by att store to move his contacts to the new phone. In the process they said we could add a new line to our plan for no extra charge. so we decided to get rid of our landline and make husbands old cell phone have our land line number. They made all kinds of extra charges and I had called customer ********************** and reached an agreement in March. In April our daughter who was on our plan left the plan and got onto her boyfriends plan now I receive a bill that's even more $260.88. I want my old plan back. the one We had in February. I don't need all this unlimited stuff. Please help. We are seniors on a very fixed income.Business response
04/22/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.Customer response
04/22/2024
I have reviewed the business response and accept this resolution. I was contacted by **** at ATT and came to an understanding about my current plan and the emails received by meInitial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Friday April 14th 2004 I had the worst customer ********************** meltdown experience with ATT and Firstnet Customer **********************. I have been an ATT customer since early 2020 and pay on average 500 dollars a month for service. I am a first responder EMT and I work approximately 80 hours a week. I don't have time to go into an ATT store. It all began yesterday when I was upgrading to the s24 ultra on the att website. There was a promotion listed under device promotions. Said click here to learn how to get ******* galaxy buds FE for free with any purchase or upgrade of any of the new ******* flagship phones. I had to put my phone down as i had tended to something else. Fast forward to 24 hours later i was on the same order screen as before but this time.no buds are in the cart and itIt prompted me for my current phones imei which when I put in froze the website. Ok no big deal I'll call. Here's where the breakdown in all faith in att had occurred. First female rep I talked to earlier seemed in a rush. She said I cannot locate that specific promotion. I actually started reading her the terms of the promo, exp date ect. She advised me to keep looking and call us back as this took almost a half hour.I call back and explain to the next rep about the promo and buds not adding to the cart. She said well we can't add the buds here cause they ship somewhere else. Next I talked to a supervisor who raised his voice at me! I had to remind him that he is trained not to do that. Next I call the retention center, guys first day training. He said his supervisor is helping a customer. First day with a clearly upset customer? I demand a response from corporate. This is the 3rd phone upgrade that has been a nightmare each time. I love att for its reliability but there is clearly a massive breakdown in att management. It should not take this much if a a headache to make a 1300 sale for att!Business response
04/22/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.Customer response
04/22/2024
Manger from ********************* called. Wanted to originally give me a 50 dollar bill credit for the customer ********************** meltdown. They didn't accept responsibility, did not review calls but did agree to pay off a watch on my account. I would say I'm satisfied with the result but I sincerely hope ATT does better in the future.Customer response
04/23/2024
I have reviewed the business response and accept this resolution. Manger from ********************* called. Wanted to originally give me a 50 dollar bill credit for the customer ********************** meltdown. They didn't accept responsibility, did not review calls but did agree to pay off a watch on my account. I would say I'm satisfied with the result but I sincerely hope ATT does better in the future.Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have had an AT&T Universal credit card since 1993 for over 30 years as a loyal customer. I have never made a late payment, never had any disputes, and have excellent credit. Suddenly, today, My credit card and husbands card as an additional card holder, said it was declined and account closed. I contacted customer ********************** by phone using the number on the back of the card and that customer ********************** person had no answers why and asked if I got any letter or notice why and I told her NO! She said since this seems to have just occurred within a couple days, she would try to put thru a request to stop its closure and reopen and re-activate it. The customer ********************** confirmed and saw we had not received any notification to inform us in advance or with any reason why. She then asked for all my information, name, address, phone, account number, and social security number! I did complain about giving my social security number, that theyve had all that information for over 30 years and it hasnt changed, but she said in order to put through the request she had to have it, so I gave it to her. She then put me on hold saying she was putting through request to stop the closed process and reactivate it. Just like anyone, with a credit card for 30 years with no problems, suddenly in a situation of purchasing and finding it was a closed account is a problem and embarrassing. To be a loyal customer for 30 years and not even be notified, with all my notifications online activated under my AT & T Universal Card online account, for phone, email, text and mail, there is no excuse for not having been notified in advance. Whatever reason they closed the account, which I have no idea, at least with notification that would give us an opportunity to correct whatever was happening.Business response
04/22/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.Customer response
04/22/2024
I have reviewed the business response, they said they were the wrong business that BBB contacted. They provided a phone number for the correct business this complaint was for. I appreciate them responding.Customer response
04/22/2024
BBB contacted wrong company about this complaint. the correct company is ********** AT&T Universal card, ***********, ND. I guess that means I have to refile my complaint and be sure its to the correct company.Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
April 09/2024 Ordered a iPhone 15 plus pink for my sister. The same day they shipped the phone they cancelled the order. Spoke to AT&T and they told me to re order the phone and Im trying too. They are now making me pay off the device I ported in from ********* This device was paid off before I went to AT&T.Business response
04/22/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.Customer response
04/22/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On March 8th, **************************** ****** ** to upgrade my daughters iphone 17. We were told by employee **** that her phone qualified for a promotional offer of $5.99 per month with a 36 month contract for the iphone pro ****So, we purchased and activated the new iphone pro **** When we receives the bill from ATT we were actually charged $13.89. I contacted ATT about this and was then told the phone she traded in was not valued high enough to receive the $5.99 offer. This was not told to us by ****.Business response
04/12/2024
Attached, please find *******'s response to the misdirect complaint.Business response
04/19/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.Customer response
04/20/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Account Number: ********* Need Cellphone statements for September and October 2022.I called number ************Business response
04/19/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.Customer response
04/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In late November/early December my husband and I traded in our cell phones for new ones. We received emails to request boxes to return our old phones. We put both boxes in our mail box and they only received mine, not my husbands. I called in February and spoke to a customer representative who said that they would research and get to the bottom of it but that we would not be required to pay the $499.95 trade in value we were given. We were also told at that time that my husband's phone was not supposed to be sent in that way, that it was on a Next program and should have went somewhere else but we did not receive that information. I entered a missing mail request through **** to try to find the package on March 6, 2024 but nothing has been found. I talked to another rep on March 14th who put in a claim so the back office could research our complaint. They said they would call back in a few days but we never received a call. I called about a week later and they said they called and left a message saying they couldn't find the phone and we are responsible for payment (I did not receive a vm). At this time, they told me they saw the credit on March 6th and that it should show up on our bill in April and that they could set us up for a payment arrangement so our service would not get disconnected before the new bill came out. I received the bill and the amount is still on there and now that we are on a payment arrangement they insist on payment because it was an agreement. We have been lied to by several reps saying that it would be taken care of and that we didn't owe this amount. We have been good customers, never made a late payment and always turned in a trade-in for the last 15 plus years I've been a customer. The account # is: ************. The phone number is: ************. Our complaint # was: CM20240314-165002114 and our tracking # with **** is: **********************.Business response
04/19/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided direct contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.Customer response
04/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been a customer with ATT for many years. I have requested an educator discount multiple times, as they have never applied this discount since first requested in August of 2017. I would periodically call and ask for this every year in August, as this would be the time they would request me to wait for. I have still not received this discount. This 25% discount would be greatly beneficial to our family, but we have fought this for years. I am tired of being lied to regarding this discount.Business response
04/18/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.Customer response
04/18/2024
I have reviewed the business response and accept this resolution.
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Customer Complaints Summary
46,075 total complaints in the last 3 years.
16,517 complaints closed in the last 12 months.