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Business Profile

Mobile Phone Service

AT&T

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

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

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    Customer Complaints Summary

    • 45,690 total complaints in the last 3 years.
    • 13,008 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/09/2025

      Type:Product Issues
      Status:
      Resolved
      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 signed up for AT&T service with the agreement that they would give me money for the phones that I still owed money to ******* for. I filled out the application for the money. I then followed up several times about what I was supposed to do. I was told, more than once to wait. The last time I followed up however (I was told to give it through the first Friday in June and did this last follow up on the Monday after) I was told it was too late to request the money. I was told that the previous AT&T representative had been wrong to tell me to wait until now and that there was simply nothing to be done at this point. I just want the money they promised. That's it. Transcript ID from ********************** ********.

      Business Response

      Date: 06/10/2025

      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: 06/10/2025

      I have reviewed the business response and accept this resolution and thank them for their quick actions.

    • Initial Complaint

      Date:06/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Went to ATT in February and traded in 2 phones- each eligible for the $1000 trade in bonus. It has been 4 months now and still have not received promotional credit for one of the phones traded in. Went to ATT store where trade in occurred. Was told by staff that because number was changed on one phone when setting up for *** (previou s phone was through *******) they would be unable to give us the traded in credit of $1000. This was not communicated to us during trade in for phones for new phones encounter and mislead us in pursuing a contract with ***. Employees at *** that we spoke with today said that unfortunately there is nothing that they can do but submit a ticket to have the case reviewed and it would not be guaranteed that we would receive the $1000 credit even though it was ATT's mistake. This is unacceptable and will cost me $1000 due to ATT's inability to properly train employees.

      Business Response

      Date: 06/10/2025

      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: 06/10/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 3, 2025, I placed an order on the phone with AT&T customer support for their ********************** Air device. During the call, the *** had a typo in which they entered "654" instead of "645" for my mailing address. I corrected them immediately before signing the agreement. The correction did not take and the device was mailed to "654". I received the device because the delivery person knew my name. After many hours trying to activate the equipment, I was told it would not work because it would only work at 654, not my residence. They stated the only resolution was to close the account, return the equipment and set up a new account. ********************** was never able to set up an account for me, but I received confirmation that account was closed (attached). I was told to return the equipment to any *** store. AT&T has an agreement with *** to return the equipment to them without me needing anything. I followed the instructions. *** knew exactly what to do and provided me with an "AT&T Equipment Return Receipt" (Attached). Now AT&T is stating they will not recognize the *** receipt and denying I returned the equipment and trying to collect $216.50 from me. I have spent many hours on the phone and in-person at the local AT&T store at ******* location in ***********, **. All have stated they will not recognize the *** receipt and I must pay the amount. Please assist me in resolving this issue. I have spent many hours trying to resolve this with no luck. I followed the AT&T instructions immediately and returned the equipment the exact day they closed the account.

      Customer Answer

      Date: 06/10/2025

      Yesterday, June 9, 2025, AT&T reached out and asked some additional questions.  I sent them the same documents I sent to BBB to initiate this claim.  They concluded by reversing the charge and confirmed I had returned the equipment as required.  This resolution would never have been possible without the assistance of BBB.  Thank you so much!!!  

      This claim can now be closed and marked as resolved thanks to the assistance of the BBB.

       

    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 get a phone. Detailed document attached.

      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: 06/10/2025

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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:Service or Repair Issues
      Status:
      Resolved
      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.
      Fraud port of my home land line 1st week of May 2025 have been trying since May 13, 2025 to have my phone line restored no dial tone have talked with around 18 people to get my phone service restored as of today June 5th 2025 I have been told by 2 AT&T employees that my service would be restored today 1st time was 5:21 pm did not happen called at 5:30 *************************** employee said it would be restored by 9:43 pm did not happen also have a text from AT&T dated 6/4/25 with the work order number that my service would be restored 6/4/25 did not happen in May I was told by many of those AT&T employees that my service would be restored by May 27, 2025 of course that did not happen either-AT&T apparently had no problem in disconnecting my land line fraudulently & porting to another carrier ******* & 1 of their subsidiaries *** Telecommunications without my permission or knowledge but not restoring my service Contact number should that be needed is cell ************

      Customer Answer

      Date: 06/07/2025

      AT&T sent a technician to my home address on 6/7/25 & the problem has been resolved approximately at 1:30 pm-I appreciate the opportunity to receive help from The Better Business Bureau 

      Thank you 

      ****** Townsend 

      Customer Answer

      Date: 06/07/2025

      AT&T sent a technician to my home address on 6/7/25 & the problem has been resolved approximately at 1:30 pm-I appreciate the opportunity to receive help from The Better Business Bureau 

      Thank you 

      ****** Townsend 

    • Initial Complaint

      Date:06/05/2025

      Type:Billing Issues
      Status:
      Resolved
      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:
      Resolved
      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:
      Resolved
      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:
      Resolved
      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.

    AT&T is NOT a BBB Accredited Business.

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