Business Profile

Mobile Phone Service

AT&T

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Complaints

This profile includes complaints for AT&T's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44,748 total complaints in the last 3 years.
13,532 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was overseas on deployment, I was unable to use my phone without wifi, contacted the company through text messaging through the app and was told to reset my phone. Once my phone was reset I was unable to keep or communication going and the account was made charging me money without my knowledge, I tried contacting AT&T through theyre app once again and was unable to get any information about the account that was made, roughly 6 months later Im having emails saying I owe 291.08$ but the services didnt work while I was overseas. When I got back from deployment I went to AT&T and even theyre representative said to dispute their charges
Business Response
Date: 12/19/2025
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 Answer
Date: 12/19/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got scammed by AT&T REMOVEDresentative on November 6, 2025. AT&T REMOVEDresentative Came to my restaurant and asked me how much I paid for my mobile service. I told him my mobile service with Xfinity was $104. Then he said that if I use my business to open mobile account with REMOVED, he can gave me $90 for 8 mobile phones lines, and he also told me that I was approved to get up to 8 free iPhone 17 for up to 8 lines. I told him that I wanted 3 free iPhones, and he told me that I needed to pay for the iPhone taxes, which was $334.80(I paid it with credit card). After a few days of transferring my phone lines from Xfinity to AT&T. The bill was $335 for 5 lines and the iPhone was not free that the REMOVEDresentative offered. I received the email stating that the three iPhone was charged monthly for $34 for each phone. AT&T REMOVEDoffered false promises for the services and devices. REMOVEDalso scammed me for the internet speed too. He said the AT&T business internet is way faster like up to 1TB downloads. After I received the modem from AT&T, I tested the speed and it was only 62MB for download. I called AT&T and cancel the internet service right away. Now, my canceled mobile account balance is $554.74 charged by AT&T. I had all the videos recorded how the AT&T REMOVEDscammed me the services and devices deal.
Customer Answer
Date: 12/17/2025
Hi, my complaint number is REMOVED. Can you help me to close the complaint. I just solved the issue with AT&T. Thanks
Sent from REMOVED(REMOVED)
Initial Complaint
Date:12/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I upgraded my phones and on December 2nd 2025I received a text and an email indicating my phone ending in 3544 was in good working condition and nothing further is needed. On December 11, I then received a message stating my phone ending in 3544 is not in good working condition and I would be charged REMOVEDfor a damaged screen. I have tried contacting AT&T three times spoke to three different people in each of them stating REMOVED. Theres nothing we can do. These are thephotos now you will be charged this amount on your next bill. It is completely inaccurate. My phone was not damaged when I packages up and sent it back and they inspected it and told me it wasin great working condition. Nothing else needed to be done.. The pictures that state is my phone looks like somebody crashed. It stepped on. It dropped. It took a knife to the screen. There is absolutelyno way my phone when I packaged it up look that way. I went to the store to where I usually purchased the phones however they were on backorder so I had to do it online. The personat the store told me to file a complaint cause this is a completely incorrect and wrong. I have the documentation that states my phone was in great condition on December 2 and 11 days later the phone is now demolished, and I am being held responsible for something I did not do.
Business Response
Date: 12/16/2025
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 Answer
Date: 12/16/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spoke to customer REMOVEDa supervisor. There was a discrepancy in my payment arrangement and when I spoke to customer REMOVED, they were unwilling to fix the concern. A previous customer REMOVEDrepresentative cancelled a payment arrangement after providing misinformation to my wife. This led to all the concerns from that point and I have been unable to work it out. Please look into this matter and call me at your earliest convenience. I have been a loyal customer for decades. Again, please look into this matter and fix my payment arrangement option.
Business Response
Date: 12/16/2025
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 Answer
Date: 12/16/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a business account with REMOVEDand I have 5 phone lines.I have an international call block on all my lines at the time of my phone registration but AT&T billed me for an international phone call charge in october bill for which I disputed for $150 dollars but AT&T never responded to my complaint. This month again I was again billed a fradulent international charge of $212 . I am attaching an email reconfirmation from ATT on November 10th that my international call is blocked so why company keeps billing my phone number REMOVEDfor international charges. I called AT&T representative again but no one could help me and company keeps charging and billing me for international calls which I never made and I have international call block on all my lines. I want refund for last 2 month international charges and confirm the international call block on all lines. Its a total Fraud.
Business Response
Date: 12/19/2025
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.
Customer Answer
Date: 12/19/2025
I have reviewed the business response and accept this resolution. I appreciate call from the company and helping me resolve the issue.
Initial Complaint
Date:12/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am having issues with my account, I'm starting to get irritated that when I call to speak with a representative, they hang up or disconnect me before trying to resolve my issue. I ordered an ESim activation kit online for the 25$ exclusive plan, I also very specifically requested a 762 Area code(REMOVED) and did not get the product as advertised.I was issued with the phone number REMOVEDwhich I activated and had immediately changed do to receiving a large volume of spam calls in the span of a day. The account's new number is REMOVEDand I am still dissatisfied with it. I do not want a Pennsylvania area code. So I received a number I liked with a different provider and ported it into AT&T also as a SECOND ESim kit. This account was giving me trouble activating and I called support to see what could be done. This second account is on and still on the $25 exclusive REMOVEDsome point my plan for the number ending in 4969 was changed to the $45 plan and terminated service for my account. I only had the account active 9 days and am out both the money I have paid for the service and the service that should have been active for one month. I will be submitting a request to my bank to dispute the charge if this is not corrected.The outcome I would like is the deletion of the account REMOVEDand credit applied to the second account, this number is REMOVED. I always commend AT&T for always delivering the best service and support possible and this is NOT that. If no change is saught from this I will be going to my state representative and filing a report with the corresponding offices on the basis that I feel as though I was now scammed.Ideally, I would like my second REMOVEDto be activated the remaining 22 days of service from the time of correction as that is how many days left my plan and would account for the 9 days of service I had. If this is corrected and credited with a full month of service I would be greatly appreciative.
Customer Answer
Date: 12/14/2025
Hey, so update on the situation, I made one last effort to have this resolved through support. The gentleman I spoke to last night was very successful in assisting and managed to get the issue resolved. He was quick, efficient, and very professional, so whomever responds to this, if you can view whom took action on the issue, I higly commend the representative. I am unsure of how to withdraw my complaint through here, I've talked with many representatives, gone through dealing with the situation for about 24 hours and he was successful. So if it is in AT&T's power, I hope that gentleman sees a promotion or potential raise in the near future. Thank you for your time!
Initial Complaint
Date:12/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 28th, 2025 we went to the AT&T store in REMOVED, REMOVED. We inquired about a 55+ cell plan (unlimited data advertised on tv). Our current plan had limited data and we got annoying text messages when we were about to reach our limit. We advised the sales REMOVEDthat we did not want to pay more than we were currently paying (around $140 a month which included my husband's and my two phones, our daughter's and an ipad). REMOVEDworking on his computer to effect this change, we left feeling that our new plan would include unlimited data at a similar cost to our old plan.Upon returning home, an email from AT&T advised us that our new bill (for the new plan) would be $234 a month! The next day, another sales REMOVEDat the same store said that this was only an estimate of our upcoming bill. Upon checking our account for an upcoming bill amount it was close to the "estimated" amount ($234). Later we phoned AT&T to express our displeasure with being lied to about this new plan cost and that we would like to go back to our old plan. She stated she couldn't do that but offered us a plan for $156 (3 phones with unlimited data plus a $20 charge for the ipad). Before this "deal" could be finalized, we were disconnected from the sales REMOVED. REMOVEDno confirmation of this new plan that night we phoned the next day and spoke to another REMOVEDwho told us there was no such plan and the best he could offer was the 55+ plan we were put on at the store on the 28th. He explained that the 55+ plan was only for 2 phones and that we would have to pay a higher rate for our daughter's phone (which we were never told at the store). At this point, we had been misled and lied to on more than one occasion. We decided to cut ties with AT&T after having been customers for 40+ years. As seniors, we have suffered emotional and mental anguish and feel totally disrespected by AT&T. We paid the prorated amount for 3 days but are being threatened with being put into collections.
Business Response
Date: 12/17/2025
The AT&T Office of the President acknowledges the notice received from the Better Business Bureau. AT&T has provided the customer our response via email. AT&T considers the matter closed.
Customer Answer
Date: 12/17/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:12/13/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2025, I ordered and received a new smartphone through AT&T's installment plan with the Next Up feature. To qualify for forgiveness of the remaining balance on my old phone, I was required to return REMOVEDa REMOVEDveteran, I was traveling out of town for an extended period, which delayed my return. Upon getting back, I promptly returned the old phone to AT&T within approximately 60 days of receiving the new REMOVEDhas acknowledged receipt of the returned phoneI provided tracking information, and they confirmed delivery and processing. The phone was in good condition.However, AT&T refused to waive the remaining balance and charged me the full amount of approximately $721 for the old phone, in addition to payments for the new phone.This means I am paying for both devices while REMOVEDkeeps the returned old phone without providing any credit. This seems unfair and punitive, especially given my veteran status and travel circumstances, and since they received and retained the device.I contacted REMOVEDmultiple times, explained the situation, provided proof, and requested a one-time exception, but they denied it.I believe this is an unfair billing practice and request FCC assistance.Desired resolution: Waive the $721 charges for the old phone, remove them from my bill, and confirm no further responsibility for a device REMOVEDnow possesses.Additional details:- Phone number: REMOVED- New phone ordered: October 2025 - Old phone returned: Dec 5th 2025 - Tracking number: 1ZK118Y49020723368 - Disputed amount: $721 Thank you.
Customer Answer
Date: 12/13/2025
AT&T has fixed the issue. Please close this complaint.
Business Response
Date: 12/16/2025
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.
Initial Complaint
Date:12/12/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Needed to dispute bill at AT&T. Spent countless hours trying to handle the situation via telephone and in person at the store. We did not end up switching to AT&T as a service provider and should have not received a bill. They closed my account and is considered inactive but are still demanding payment
Business Response
Date: 12/16/2025
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 Answer
Date: 12/16/2025
I greatly appreciate the President's REMOVEDcorrespondence. REMOVEDdisplayed remarkable customer REMOVEDskills, patience, and timeliness in addressing my concerns. As discussed, I look forward to receiving the new statement on January 2, 2026 that displays that the charges are removed from my account. Please wish REMOVEDand her team the merriest holiday cheers!
Initial Complaint
Date:12/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/9/25, I brought my S10+ cell phone into REMOVEDstore since it fell and cracked the screen. We were away from home so this is not typically our store. The employee convinced me to upgrade my phone saying there was a $1,000 trade-in available that didn't matter if the phone was cracked. I confirmed with him this was true even saying we could go over to Best Buy and purchase an unlocked phone, and he assured me the promotion didn't have any stipulations. It took a while for the old phone to transfer info. over to the new one so I took the phone with me since he said I had 30 days to turn in the phone for trade-in and it could be done at any store. Once home, I was able to do a reset on my old phone so took it into the REMOVED, REMOVEDstore to trade-in on 5/23. At that time, the REMOVEDtold me the promotion the Cambridge REMOVEDsold me had expired 1-2 days beforehand but he would send in and hoped they would honor it. Since then, I've called the AT&T 611 service a few times checking on status with no luck. The first time I was told it can take 3-4 billing cycles for the trade-in to take effect. With no luck, I went to the Chaska location and REMOVED, the manager, called 611 with me on 11/7 and it sounded like they were going to honor the trade-in but the system was down so I left. Shortly after, I received a text saying my phone didn't qualify due to chips, cracks and activation lock. I again called 611 service on 11/17 speaking to REMOVEDexplaining my situation and how I was told the promotion had no stipulations but he said he couldn't help me and gave me a supervisor REMOVED's number. I tried calling him at REMOVEDon 11/17 and 11/24 threatening to go to the BBB but he still hasn't responded. The Chaska store REMOVEDs/manager have been great and even returned headphones the Cambridge REMOVEDsold me, also on an expired promotion. I'm looking for a resolution since I wouldn't have purchased the phone from AT&T for over $1K without a trade-in credit.
Business Response
Date: 12/16/2025
More InformatioThe 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.n...
Business Response
Date: 12/16/2025
More InformatioThe 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.n...
Customer Answer
Date: 12/17/2025
While I wasn't able to view the full response from the business in this link (it was cut off) the Office of the President did contact me and I verbally accepted a $700 credit to my account and escalating the payoff of my phone resulting in my paying an additional $105.53. I have reviewed my AT&T account, and while I'm not seeing the $700 trade-in credit anywhere, it does appear it went through since there was an outstanding balance of $105.53 which I paid. Thanks for the help resolving this matter, it's much appreciated! REMOVED

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AT&T is NOT a BBB Accredited Business.