Complaints

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

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  AT&T

  208 S. Akard St. Dallas, TX 75202

• 

  AT&T

  3417 Murdoch Ave Parkersburg, WV 26101-1004

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  Active Communications - AT&T

  870 E Valley Rd Basalt, CO 81621

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  Active Communications - AT&T

  300 Puppy Smith St Ste 203 Aspen, CO 81611-1454

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  Active Communications - AT&T

  324 Dillon Ridge Way, Unit F Dillon, CO 80435

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:08/01/2025

  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.

  When we were pitched the idea to switch to AT&T internet service in April 2025, the sales agent '******' [tel:************] stated that we would be getting a $500 reward to switch. Fast forward a few weeks later, and we only received $200. I asked ****** where the remaining $300 was, and she stated that it would be to us in "3-5 weeks."It has been 2 months and there is no $300. I called AT&T and they hung up on me stating that there was no additional money. I chatted online with them due to extensive hold times and they also said we only get $200.I have all of the documents where we were promised $500 by ****** the sales agent on her sales document and in text messages.This is clearly a case of fraud in order to get me to sign up for an internet account with **********************.

  Business Response

  Date: 08/01/2025

  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: 08/01/2025

  I have reviewed the business response and accept this resolution. They have made good on the promises made to move to AT&T.

• Initial Complaint

  Date:07/31/2025

  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 to AT&T on April 5, 2025 and ported in five lines in a watch from *******. I then purchased an extra line so in total its six phones and a watch. They upsold me Internet air. The Internet air had to be mailed to me and I received it on April 8, 2025. I immediately plugged it up and turned it on. It was obvious in a very short time that it was not sufficient for the needs of my household. I then unplugged it and replaced everything that came with it in the box that it came in. The next day, April 9, 2025. I took it all back to the store and gave it to my sales person. That was the last I saw of it. I found out a few weeks later that my sales person had been fired for committing fraud. I noticed on my next bill that I was still being charged for the service. They removed the service for the Internet, but charged me the next month for the piece of equipment that I returned to the fraudulent sales person. I have been in contact with them more than 10 times. I have been to the store at least four times. I have been told four times that it has been remedied, but it has not AT&T says they cannot find my returned Internet air. I have no recourse as the employee that was committing fraud has been fired. I have no way to contact him and ask him what he did with it. However, they still want me to pay $259.71. I have paid every bill but I have not paid that $259.71. I refuse to pay for something that I returned and that their fraudulent employee did something with. They have threatened to suspend my service, even though every bill for the cell phones has been paid ahead of time. I do not feel that I should be held responsible for their employees fraudulent activities. Can you please help me with this situation? I think they are just hoping that I will give up and pay it, but I do not intend to. Thank you for your attention to this matter.

  Business Response

  Date: 08/01/2025

  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: 08/01/2025

  This complaint has been resolved to my satisfaction. They were very quick to respond and very nice. Thank you so much for your help. Sincerely, ******* ******. Case number.23682923  

• Initial Complaint

  Date:07/31/2025

  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.

  This is a follow up / somewhat related to the previous complaint (********) where the original issue with getting the phone unlocked was resolved successfully. But now after successfully porting out to a new carrier and effectively canceling my AT&T wireless account, I'm seeing charges under this canceled account that do not make sense. The description of these charges are in 2 parts - outstanding service usage charge of $42 (which initially showed as paid ***** payment posted Jul 05 - Thank you! -$42.00) and later reversed on July 11. And the 2nd charge, which is the one that I don't understand, is "Contract termination charge". As was clearly noted in the previous complaint, the device was fully paid on day 1 of purchasing the device by my previous organization, and back in April, I was transferred the billing responsibility for the monthly charges. For the 2 months that I continued with AT&T after taking over, I never saw any charges, usually associated with device installments kind of contracts or commitments, in my monthly bills. Also I thought contracts was a thing of past where customer would get a subsidized device for committing to a 2 yr contract. Why would I be under a contract if the device was fully paid? What are the benefits I get for paying in full and also committing to a 2 yr contract?After reaching out to various AT&T representatives on multiple occasions, there are either long wait times to talk to someone, or I get asked to talk to someone in collection as regular customer ********************** do not have access to canceled accounts. Then I get told that since it used to be a business account prior to moving under my personal account, I need to talk to AT&T business. Finally when I get someone to look into this, they ask me to refer to the terms and conditions, which I don't think was ever provided or at least I don't have a copy. So upon asking for sharing the contract terms with me, the agent says they cannot share or do not have the ability to share.

  Business Response

  Date: 08/01/2025

  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: 08/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/31/2025

  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 to go and add a device to my ********************** contract after buying the device the manager added a device and a new line afterrealizing this when my next bill came I went to dispute it, but they told me that I could not remove the new line despite it doubling my bill amount Unless I paid off the new device. I told him thats understandable, but I never even added this new line by consent and it was a misunderstanding by your sales person it needs to be removed. Since then, they have refused to remove it, and Ive been held responsible for the outrageous amounts being charged in my account despite the new line that was added not being used at all.

  Customer Answer

  Date: 07/31/2025

  Business contacted me immediately and the issue was resolved. 

• Initial Complaint

  Date:07/30/2025

  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.

  I went to the AT&T store located at ***************** to trade in my iPhone, as part of a promotional deal that would give me a $1,000 credit. The employee who assisted me said everything was completed correctly. However, after several months, I never received any credit. I returned to the store four times, and the same employee never provided a solution. I also spoke to the store manager three times, and even though he promised to investigate and follow up, nothing has been resolved.Later, I called AT&T customer ********************** directly, and they told me the credit was denied due to a mistake made by the store employee. They also told me they would not issue the credit and could not return my phone, even though I followed all instructions and trusted the employees guidance. I feel completely ignored and misled. I am simply requesting the $1,000 credit that was promised to me as part of the trade-in promotion.

  Business Response

  Date: 07/31/2025

  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: 07/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/30/2025

  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.

  On July 14, 2025, I visited the AT&T store at ******************************************* shortly after opening. I added two phone lines to my account for my mother-in-law and father-in-law. During the visit I asked what charges would be billed for those accounts and I was told I would only be billed the per-line fee. At no point during the visit was insurance on the lines discussed. Unbeknownst to me, they actually also added a "Protect Advantage for 1" insurance plan to both accounts. I realized only on July 30, 2025 when I saw the charges on my AT&T bill. I believe adding insurance without discussing and especially not mentioning the associated bills are a sketchy business practice.I called AT&T on July 30, 2025 and explained the situation. I requested three remedies: 1) they remove the $28 billed for insurance, 2) they remove the insurance from the account, and 3) they waive the $70 of total activation fees associated with the July 14 visit. They did #1 and #2 but only provided a $20 credit instead of the $70 requested for #3. I do not believe AT&T should be profiting from a visit in which they engaged in a sketchy business practice. I would like to request an additional $50 credit to my bill.

  Business Response

  Date: 08/01/2025

  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: 08/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/29/2025

  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 4/14/25 upgraded to ******* Flip. As part of this upgrade, had to turn in current equipment as a trade-in. On 4/30/25, while out to dinner, my new phone sitting upright, open in the fold position on the table when the screen suddenly went black. The phone had not been dropped, bumped, or damaged in any wayit simply stopped working. On 5/1/24, contacted AT&T for support. Despite having the phone for only two weeks and reporting no damage, I was told I would either have to file an insurance claim or pay out of pocket for a replacement. This is unacceptableespecially given that AT&T representatives themselves acknowledged that this particular phone model has a history of screen issues. To make matters worse, I spoke with a representative named Boshua *******, whose behavior was not only unprofessional but rude, dismissive, and condescending. I filed multiple complaints regarding Mr. ******* and, to date, have received no follow-up from AT&T. On 7/28/25, while trying to consistently reach AT&T for 3 days because my bill is double what it should be, my phone was suspended. While I was waiting on the call back as stated in the text message, they inadvertently suspended my phone. Paid the additional monies, but service was delayed for almost 8 hours. And apparently, no one has been able to understand why it was "manually" suspended, according to ***** this a.m. 7/29/25.I keep explaining and explaining; they have the April bill for comparison, so I cannot understand how outrageous the overcharge is, and then you suspend the phone? When you owe me -- if that's is even what happened. According to the **** they claimed the wi-fi was delinquent. Which of course, is paid via auto debit; that argument quickly faded, when I provided their own receipts.

  Business Response

  Date: 07/31/2025

  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: 07/31/2025

  Representative from the Office of the President promptly contacted me and went through all of the information that was documented.  He explained what he thought to be the cause and stated that my account would be adjusted.  Additionally, will address the behavior and actions of the customer ********************** ***** The fact that he took the time to understand and resolve the problem was greatly appreciated; hopefully his influence and etiquette will trickle down.  I am hopeful that these things will occur and that no one else is treated in this manner.  

• Initial Complaint

  Date:07/29/2025

  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 ATT fiber and originally signed up with the 300 Mbps option. On February 27, 2025, I had our speed increased to 1 Gig and was promised a $50.00 reward card. The salesman I worked with (****** ******* ************) was contacted many times to no avail. I chatted and then called customer ********************** as nothing was happening with ******. They told me, after 4 calls, that the time limit had expired to claim a reward. After trying for four months to receive this reward card, I was out of luck.

  Business Response

  Date: 07/30/2025

  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.
  

  Business Response

  Date: 07/31/2025

  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: 08/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/29/2025

  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.

  Bill is too high, ive called multiple times with no help. Ive gone in person with no help, *** submitted forms through their website with no help. Call: 7/6/25 4:38 pm 7/22/25 8:26 pm 7/23/25 1:08 pm ; 4:41 pm 7/26/25 1:25 pm ; 5:20 pm 7/27/25 4:28 pm 7/28/25 9:28am, 12:23 pm 7/29/25 9:45 am Went into store on 7/23/25 around 1 pm and called them with the sales associate. Lady on phone worked with us and said my bill will be updated in 24 hours then i could pay. Did not actually happen.

  Customer Answer

  Date: 07/30/2025

  AT&T has applied a $311.57 credit to my account, bringing the balance to $0.00. I appreciate BBBs help in getting this resolved. I will continue to monitor future billing cycles to ensure the issue does not recur

  Business Response

  Date: 07/31/2025

  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: 07/31/2025

  I have reviewed the business response and accept this resolution. AT&T has applied a $311.57 credit to my account, bringing the balance to $0.00. I appreciate BBBs help in getting this resolved. I will continue to monitor future billing cycles to ensure the issue does not recur

• Initial Complaint

  Date:07/28/2025

  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.

  I have been provided an email that I no longer owe AT&T a bill but continue to receive harassing calls and letters stating I do. This is unacceptable and needs to be taken care of

  Business Response

  Date: 07/30/2025

  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: 07/30/2025

  I have reviewed the business response and accept this resolution.