Complaints

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

close

Find a Location

AT&T has 2172 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  AT&T

  208 S. Akard St. Dallas, TX 75202

• 

  AT&T

  3417 Murdoch Ave Parkersburg, WV 26101-1004

• 

  Active Communications - AT&T

  20 Market Street, Unit A Glenwood Spgs, CO 81601

• 

  AT&T Mobility

  4545 N Oracle Rd Ste 111 Tucson, AZ 85705-1781

  
• 

  AT&T Mobility

  1217 W Irvington Rd Ste 171 Tucson, AZ 85714-1267

  

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:06/07/2025

  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 April 12th, 2025, At&t received my old S23 Galaxy Ultra phone as part of the "Next Up" trade in agreement. I upgraded to an S25 in March of 2025. Today 6/7/2025 I received a text notification stating that my bill was $512 higher than normal. I called at&t and inquired about the cost. They claim that the device was damaged upon arrival. I have received zero pictures that at&t claimed that they would send. I was advised to contact *** about filing a claim. *** advised me that I have to contact At&t and that they have to file the claim. I then called at&t twice, which i have proof of, and they stated that they could not find any pictures of the damaged item. They then proceeded to tell me that I have to call *** to file the claim again. I have no proof of damage, and also the companies are telling me to call each other to resolve the issue. IF there is damage, then it was done in transit with the provided shipping packaging from at&t.

  Business Response

  Date: 06/09/2025

  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: 06/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/05/2025

  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.

  Unable to cancel AT&T service due to the router purchased from them not being able to receive a text code. There is no corporate stores to resolve this within 100 miles. Was able to suspend on January 9, but continued being charged. Automatic charge went through for February for *****. Billing shows ****** due for June first. I want my service cancelled, and all the wrongful charges reversed, as it was during the time I had the service suspended. It's highly unlikely that anyone but the actual account holder would go to such great lengths to cancel their service. This is their fault for providing this unit without an alternative way to verify a person's identity.

  Business Response

  Date: 06/06/2025

  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: 06/07/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/04/2025

  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 offered an promotional discount of $25 monthly during the initial installation for AT&T Fiber internet. The promised discount ($25) never applied into my account. I have been calling the representative to resolve the issue, I was told by ******* that everything has been approved on 4/28/2025. I waited for 2 weeks and checked on my account, $25 has not been applied. I called her again on 6/3/2025 and her phone number has been forwarded to AT&T customer ********************** and no one can help me to resolve this issue. I need to file a complaint for misleading the advertisement. Your attention to this matter is appreciated. Thank you.

  Customer Answer

  Date: 06/06/2025

  AT&T has resolved my issue.  I would like to close the complaint.  Thank you.

• Initial Complaint

  Date:06/04/2025

  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.

  We received a gift card for $350 for signing up for fiber internet service.We were never told that the gift card would expire.All I want is to have a new gift card issued and I will then make sure it is used right away.

  Business Response

  Date: 06/05/2025

  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: 06/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/04/2025

  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 went into the *********** to purchase a phone charger at the location of ******************************************************************************. A young man. by the name of ***** assisted me. He sold me on a iPhone 16. He stated it was a special and I would have to pay anything additional because I had cable and additional lines. I even called my husband as the deal was only a cost of $8 monthly for the service as he got a new phone and tablet. The additional cost should have been an increase by the service for the tablet. A couple days later I contacted AT &T *************, because I was sent an email with the break down of the cost. I went back to the store and informed him and he stated he would take a couple of billing cycles before it would balance out. I failed to mention the manager (****) was in the store and confirmed what ***** had stated, "I wouldn't have to pay a ***** more than I was already paying due to the promotion, this took place Feb 12, 2025.After speaking to the 1800 number around 2/15/2025, I went back into store and was informed ***** was off. Two days later I was told he no longer worked there. In the week of Feb 20, I went in again and spoke to store manager CeCe, she called AT & T and explained that I should have been credited. After approximately 3 months I finally got the credit for my husband phone, but I'm still owed $200 for my phone. I was only given a $1000 credit vs what I was told.We are in June and I have been still not been given my credit. Each month since February I have gone to the store and given a different story. I would like to get the $200 credit I was told that I would be given. If someone from AT &T look into the matter they will be able to see all the calls I've made perhaps not my visits but calls. I would love to see ****** resolve this issue. Thanks in advance for your assistance.

  Business Response

  Date: 06/06/2025

  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. We believe this should resolve the consumer's issue. 

  Customer Answer

  Date: 06/06/2025

  I have reviewed the business response and accept this resolution. I am satisfied with resolution.

• Initial Complaint

  Date:06/04/2025

  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.

  My mom's ******* Galaxy S22's battery became swollen. She took it to AT&T on Thursday, May 22, 2025 and made a replacement claim which would cost $225. She came home and after some deliberation, we decided that we're better off not going forward with the replacement claim (and keep the original phone).Claim: ****************** After about 2 hours we made the claim, we called customer ********************** and explained our situation. They assured us that we just need to send back the phone inside the same box it came in and contact them that we've returned the replacement phone. So on the day we received the phone, we immediately returned it.Drop-off date/time: Tue 27 May 2025 12:58 PM Drop-off location: The *** Store #*********************************************************************************************** *** tracking: 1Z1WE1029058766595.We attempted to call (I believe it was June 1, 2025), but it was a long wait so we contacted text support on ****************************. I discussed with the representative the situation. I thought, "great, that's the end of that," but ******* forward to today, June 4, 2025, we are being charged for the replacement phone. The *** tracking "Proof of Delivery" shows that it was delivered on 05/30/2025 9:45 A.M. by ****. The AT&T website also shows that it was received by them. We decided to call customer ********************** *************) and we were told that they haven't received the phone and the representative accused us that perhaps we didn't return the replacement phone. This is outrageous. We returned the replacement phone and followed the directions of the initial customer ********************** representative.Claim link: *******************************************************************************************************************************************

  Business Response

  Date: 06/09/2025

  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: 06/09/2025

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:06/04/2025

  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.

  Account says canceled however my phone is active. I am trying to pay bill, account info is incorrect according to phone **** who told me to bring info to. Store for verification i did, store **** cannot access landlines. I'm still. Unable to get resolution.

  Business Response

  Date: 06/06/2025

  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: 06/06/2025

  I have reviewed the business response and accept this resolution. The Customer ********************** *** that responded to my complaint did an Excellent Job responding to my problem.  She handled all of my concerns and got it resolved quickly.  Thank you for the quick and efficient response. 

• Initial Complaint

  Date:06/04/2025

  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 March 25 I switched cell phone carriers. I called AT&T to diccontinue service with them. They have continue to bill me and auto withdrawal from my checking. I called again and they said the only discontued cell phone cervice but that I had a tablet and watch connected. I stated I wanted all service to be cancelled. They continue to withdraw in ***** and May which I can understand but they have a auto withdrawal for June. I disagree with them about this charge and called. I believe their employee when I called and cancelled only cancelled cell phone and not the watch and tablet. The charge in May was higher then normal and fingued it was for tablet or watch. But another bill to be paid in June I do not believe I owe.

  Business Response

  Date: 06/06/2025

  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: 06/07/2025

  I have reviewed the business response and accept this resolution. I am very satisified with AT&T response.  I would recommend them to friends.

  Customer Answer

  Date: 06/07/2025

  This company went above and ******* to make sure I was satisfied.  I would recommend their services because they have demonstrated they care about their customers. 

• Initial Complaint

  Date:06/04/2025

  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 January of 2025 I moved my cell phone service over to AT&T from *******. Part of the deal was to trade in my current phone to receive up to $1000 credit towards the purchase of a new phone.I traded in my device approximately 15 days later on or about January 31st. The phone I traded in was an iPhone 14 Pro Black 128GB.Approximately 1 month later I received email confirmation from ATT that my device trade in was successfully completed and had an attached link.I opened the link to find that I had not only received only a $350 credit, but the phone that was traded in was not the same as there were pictures attached of a white android phone with a cracked screen. My phone I traded in was in very good condition and had no cracked screen.I then contacted ATT to which they referred me to the ************************ I explained my issue and they told me I would have to contact the store directly.I then called the store to which I was told the manager was not in, but I was not the only one who had this issue and they would take down my number and have the manager call me back. I stopped by the store the next day and was told the manager was not in again told I'd receive a call back.I called again a week later and was told a ticket was put in and I would receive a call back in a week for an update.I have called every couple of weeks but am being consistently told that the manager is not available or he will call me back and I have not received a call back or credit to my account for the "ticket" they supposedly submitted. I am currently out approximately $750 due to this and looking for any help if possible.Thank you.

  Business Response

  Date: 06/06/2025

  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: 06/07/2025

  I appreciate how quickly this was resolved with BBB and ********** of the Presidents help. I had been dealing with this for a while. The resolution and action were extremely quick comparatively. Thank you both. 

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising 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.

  AT&T we have been with this company for years and every month our bill increases a lot. We have 2 lines and pay almost 250 a month also the phones we have had for a long time and it seems that the payments never decrease, always increases. No one can afford this. I would like someone to explain to me why my bill increases every month.

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  I have reviewed the business response and accept this resolution.