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

• 

  Active Communications - AT&T

  20 Market Street, Unit A Glenwood Spgs, CO 81601

• 

  Active Communications - AT&T

  439 Edwards Access Rd, Unit 202 Edwards, CO 81632

• 

  AT&T Arkansas

  1401 W Capitol Ave STE 420 Little Rock, AR 72201-2936

  
• 

  At&t store

  2017 Knickerbocker Rd San Angelo, TX 76904-5524

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: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:07/29/2025

  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.

  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. 

• Initial Complaint

  Date:07/28/2025

  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.

  A few months ago, my daughter wanted to upgrade her phone. We went to Best Buy to get her a new phone. They told us we would get $1000 off her new phone because it was in good condition. We sent the phone back to AT&T and after a few billing cycles, I noticed they were not giving us credit for her old phone. I called AT&T and they told me that they werent giving us the $1000 credit because we only sent the battery back. I explained to them that I mailed the entire phone back. They told me there was nothing they could do. So, I called back another day and spoke with another representative. This person told me that we didnt get the $1000 credit because the battery in the phone exploded. So, now this seems fishy to me because I am getting 2 different stories! I explained that I sent back a working phone in good condition. Whatever could have happened in transit is out of my control. Still no resolution. I called back a third time to speak to a manager. I explained to them That I have been a customer for over 20 years and she still just said there is nothing they can do! I would just like the credit for the phone like I was told in the beginning.

  Business Response

  Date: 07/29/2025

  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: 07/29/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/28/2025

  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.

  7/26 I added a new phone line ending in 19. The line did not work from 7/26. Cant receive inbound calls. I was passed around for a collective 4 hours by phone and 4 separate hours by glitchy chats agents. No one could help. Ive been left hanging unable to receive inbound calls and I am getting bills for services since Saturday that dont work. The customer ********************** **** were not listening. Forced me to do redundant steps for hours even though I told them I had already tried. Today 7/28 I had a very confrontational women with a non American accent threaten to hang up on me when I asked for a supervisor. I can be heard almost verbatim on the recorded line.

  Customer Answer

  Date: 07/29/2025

  ATT called me today. They resolved the issue in less than 45 mins. leadership called me back and emailed me back less than 2 hours later to make sure I was satisfied. Complaint resolved.

  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. They repaired the line and I can use all services now. Thank you BBB and AT&T leadership.

• Initial Complaint

  Date:07/28/2025

  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.

  To Whom It May Concern,This situation is completely unacceptable. I have never gone without insurance on my phones or other connected devices. I always make sure I am covered, including with AT&T HomeTech. So, imagine my frustration when I recently called to add a plan for my tablet and was suddenly asked if I wanted to add insurance to all my devices.Why was I asked that?I have always paid a flat rate and assumed my devices were insured, just like before. So why is this even a question now? Where is my coverage? What changed, and why was I not notified?I need answers immediately.What happened to the insurance coverage I always had on my phones?Why was it removed or changed without my knowledge or consent?What steps are being taken to correct this?I expect a swift resolution. This is not just poor service. This feels like a breach of trust.Sincerely,******* ******* **********************************************

  Business Response

  Date: 07/29/2025

  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: 07/29/2025

  I have reviewed the business response and accept this resolution. 

   

  Im writing to confirm that my concerns regarding AT&T have been resolved to my satisfaction.
  After receiving contact from AT&Ts Office of the President, we were able to review and resolve the issues on my account. Specifically:
  Two unused lines were canceled and the remaining balances paid off.
  Insurance was re-added for $50/month to cover all active lines.
  A new tablet line was added at approximately $20/month, with my teacher discount applied.
  The watch line was adjusted to $5/month plus tax.
  A $5 credit was applied to my account.
  All prorated charges were waived.
  The $35 activation fee for the tablet was waived.
  My current balance was adjusted to $131.86.
  Going forward, my monthly bill is expected to be approximately $323.71.
  I appreciate AT&Ts willingness to address these issues thoroughly and professionally. Please consider this complaint resolved.
  Sincerely,
  ******* *******

• Initial Complaint

  Date:07/28/2025

  Type:Order 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.

  The account was created by doing a transfer of financial responsivities from a business account and during this transfer the agent who helped with the process told me that there is no existing contracts and I do not need pay any amount other than the monthly service charge which was 60$ for value plus plan. So i agreed to it and on that same day since the agent said there is no contracts in the line number **********, i asked the agent if I can transfer my number to a different provider. The agent said I would not incur any charges since there is no existing contracts or any other charges. So i asked them to port my number out of ATT. After ******************************************************************************************************************* my number and since i ported out of the **** i need to pay the amount now. My question is , if there is a contract on this number , 1. why did the agent say that there is no contract and the only charge will be monthly bill when I did the financial responsibility ? 2. If there was a contract then, when I asked for the port out request, I should be informed that I would be charged an early termination charge. Why was I not shown or informed about this charge when I asked the agent to cancel and port the number ?

  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: 07/31/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/28/2025

  Type:Order 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 July 2025, I was contacted by AT&Ts leniency department regarding my past due balance. I was told through a chat with one of their agents that if I paid $206, AT&T would cover the remaining balance under a 50% forgiveness arrangement.I paid exactly what was requested $206 and believed the matter was resolved. Shortly after, AT&T claimed that I still owed more, directly contradicting the settlement offer I was promised. I no longer have access to the chat transcript, but AT&T does and refuses to honor what their representative told me.This feels dishonest and manipulative. I followed instructions in good faith, and now Im being held responsible for a bait-and-switch tactic. I am requesting AT&T honor the agreement I was offered and mark the balance as settled in full.

  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

  Im following up on my complaint regarding AT&T.
  
  
  I recently spoke with a representative named *****, who identified herself as working in the Office of the President at AT&T. While I do acknowledge that ***** ultimately resolved the issue by crediting my account and restoring ********************, I must express how disrespectfully and unprofessionally she treated me during the conversation.
  
  
  Her tone throughout the call was rude, demeaning, and dismissive. I was made to feel belittled and talked down to during an already stressful situation. No customer should be spoken to this wayespecially not by someone representing one of the highest levels of customer ********************** at the company.
  
  
  Although I do not have a recording of the call myself, I am confident that AT&T does. I am formally requesting that this call be reviewed internally. Cathys behavior was completely inappropriate, and I believe it warrants accountability and corrective action. Resolving the issue does not excuse mistreatment, and customers deserve to be treated with dignity and respect.
  
  Call was made 7/31/2025
  Thank you for your continued attention to this matter.
  
  
  Sincerely,
  ****** Caudill 
  **********************************************
  **********

   

  
  

  Customer Answer

  Date: 07/31/2025

  I am rejecting this response because:  Im following up on my complaint regarding AT&T.
  
  
  I recently spoke with a representative named *****, who identified herself as working in the Office of the President at AT&T. While I do acknowledge that ***** ultimately resolved the issue by crediting my account and restoring ********************, I must express how disrespectfully and unprofessionally she treated me during the conversation.
  
  
  Her tone throughout the call was rude, demeaning, and dismissive. I was made to feel belittled and talked down to during an already stressful situation. No customer should be spoken to this wayespecially not by someone representing one of the highest levels of customer ********************** at the company.
  
  
  Although I do not have a recording of the call myself, I am confident that AT&T does. I am formally requesting that this call be reviewed internally. Cathys behavior was completely inappropriate, and I believe it warrants accountability and corrective action. Resolving the issue does not excuse mistreatment, and customers deserve to be treated with dignity and respect.
  
  Call was made 7/31/2025
  Thank you for your continued attention to this matter.
  
  
  Sincerely,
  ****** Caudill 
  **********************************************
  **********