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

  1809 Central Park Drive Unit 206 Steamboat Springs, CO 80487

• 

  Active Communications - AT&T

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

• 

  Active Communications - AT&T

  20 Market Street, Unit A Glenwood Spgs, CO 81601

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  AT&T Arkansas

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

  

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:06/06/2025

  Type:Customer Service 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.

  Since signing up with AT&T, I've been given the runaround on getting my rewards card for switching from my previous carrier. Every customer ********************** agent pushed me off with misinformation until the claim deadline had passed. When I go to their rewards center to upload the old bill, I keep getting an error that the bill has already been uploaded. When I speak to customer **********************, they say nothing has been received and to try again. I've told them about the error, and they give me a toll free number to call for the rewards center, but the phone hangs up before transferring. I've tried 7 times! Just spoke to another *** who claimed that she talked to the back office, but then gave me no resolution besides re-uploading the bill. I told her about the error and she basically just told me to call the rewards number...which keeps hanging up on me (same as before).These people are fraudulent and I cannot believe I've been treated this way.

  Business Response

  Date: 06/11/2025

  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.

  Customer Answer

  Date: 06/11/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/05/2025

  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.

  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: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 reported to BBB twice in the last 7 months, both are complaints about AT&T. I switched from T-Mobile to AT&T on February 16, 2025. I switched to AT&T because I was told by an AT&T representative in the target store that my bill would go down and that my balance on T-mobile would be paid off by a gift card they would send to me. I have tried repeatedly to submit the T-mobile information online without success. I have called 6 or 7 times since starting service trying to get clarification as to why I I am having difficulty with submission and how to resolve the problem. I have been told by the representatives months ago that eveything is OK and I should receive my gift card for T-Mobile pay off within eight weeks. I am sure that AT&T has record of these calls and has recordings as well. I also made my own phone recordings of some of the conversations. waited 30 m to 1 hour to speak to someone. Yesterday, it was 49 minutes. First of all, I work for a huge tech company that sells phones to customers, and suggests which phone carrier to go with. I will never recommend AT&T from now on. AT&T is a nightmare from every angle. Yesterday was the first day I talked to a representative who actually walked me through how to submit the necessary paperwork (no other AT&T representative I had talked to before did this). I discovered that I had been doing it wrong because the form is confusing. (Attachment below) The form asks for a phone number to be entered. I entered the account phone #. It does not state to enter the phone numbers of the phones that need to be paid off. This information is on the submitted bill. I called again yesterday and was told by the rewards line (49 min wait) that I had gone past my 60 days and AT&T would no longer send out a gift card to pay my T-Mobile bill. The payoff for my t-mobile balance is $695. I want AT&T to pay this off immediately like they promised. No waiting for a gift card for 8 weeks. I need to pay t-mobile now.

  Business Response

  Date: 06/11/2025

   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: 06/11/2025

  I have reviewed the business response and accept this resolution. *****, from AT&T, credited my bank account to pay off the T-Mobile balance. I am happy with the response, but I am very unhappy with how hard I had to fight to get what AT&T shouldve done in the first place.  AT&T has to do 100% better on their customer **********************.  ***** told me they outsource the customer ********************** and so when you are calling customer **********************, the person you are talking to has no power to do anything if theres a problem with a gift card that was supposed to be sent. All they have power to do is say no.  what if I were elderly or lacked tech savvy or the ability to fight? I would end up paying $750 that shouldve been paid by AT&T. Unacceptable.The lack of good customer ********************** has made me regret moving from T-mobile. However, I have much better coverage and I am spending half the price on my Internet.  So, the product and what is offered is really good, but for me, its almost not worth it. Hopefully, Im done with needing customer ********************** support. AT&T, please fix this issue.  All you have to do is research what T-mobile does for customer ********************** and emulate it.   Granted, I dont know about running a business such as yours, but I know when something is working such as T-mobile customer **********************. Furthermore, I work in a tech field in which customer ********************** is number one and everything else is secondary.  I believe if you could fix this, your business with skyrocket.  Thank you so much for the prompt resolution. 

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 April 2025, I noticed my AT&T wireless bill increased by approximately $15 per month. After contacting support, I was informed the increase was due to a reduced discount for using a debit card for autopayunless I switched to direct bank account (ACH) payment, I would no longer receive the full discount. I was never properly notified of this change in advance, nor did I agree to it. I requested clear documentation showing where and how this policy was disclosed, but AT&T support could not provide it. Instead, I was offered a one-time $40 credit despite the fact that this billing increase is permanent going forward.During this interaction, I was repeatedly met with scripted responses and even upselling attempts while trying to resolve a billing issue. I requested either reinstatement of the original discount or a permanent recurring credit to offset the increase, but this was denied. I have full chat logs and screenshots showing AT&T failed to disclose this change, refused to resolve the issue in full, and pressured customers to switch to a less secure payment method (ACH) for a financial advantage.

  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 am writing to formally dispute AT&Ts claim that I was satisfied with the resolution of my complaint. This is inaccurate and misrepresents the outcome of our interactions.

  
  

  While I did accept a $50 credit that AT&T offered during our communication, I made it explicitly clear both in chat and in direct statements that I did not consider this to be a full or acceptable resolution to the issue at hand. The credit was accepted only as a partial courtesy, not as closure. I continued to raise concerns, which AT&T ultimately chose to stop engaging with. One representative even stated that they would prefer to end the conversation rather than address my concerns further.

  
  

  I have already provided BBB with chat logs that clearly show I did not express satisfaction with AT&Ts handling of the matter. I do not have recorded phone calls, but I stand by the accuracy of my account as it aligns with the written communication already submitted.

  
  

  This situation remains unresolved, and I request that the BBB reflect that in the status of this case. It is concerning that AT&T would close a complaint on the basis of a mischaracterized interaction, particularly when clear documentation shows otherwise.

  
  

  Thank you for your attention to this matter, and for ensuring consumer concerns are represented truthfully and fairly.

  Business Response

  Date: 06/10/2025

  AT&T Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, AT&Ts position remains unchanged.

  Customer Answer

  Date: 06/10/2025

  I am writing to formally dispute AT&T's most recent statement claiming that my rebuttal contained no information that required further review and that AT&Ts position remains unchanged.
  This characterization is not only misleading, it is categorically false.
  In my rebuttal, I clearly explained that AT&Ts prior claimthat the issue had been resolved to my satisfactionwas untrue. I accepted a nominal $50 credit because it was the only recourse AT&T would offer before terminating the conversation. I explicitly stated that I did not consider the matter resolved. In fact, during the call, the representative made clear that they would rather end the conversation than continue to discuss my concerns.
  To imply that no additional or relevant information was provided is disingenuous at best. My rebuttal outlined the following:
   - That AT&T falsely reported the issue as resolved despite my continued objection.
   - That the credit was accepted under duressnot as an indication of satisfaction, but because AT&T made it clear no further resolution would be considered.
   - That I provided documentation, including chat transcripts, clearly demonstrating that I remained dissatisfied.
  AT&T's refusal to acknowledge these points and their continued misrepresentation of this interaction is deeply concerning. It reflects a disregard for transparency, accountability, and consumer trust. The fact that the Office of the President reviewed this and determined there was no information that required further review is, frankly, unacceptable.
  This is not just a disagreement over serviceit is now a matter of principle regarding AT&Ts integrity in responding to customer concerns and its conduct during formal dispute resolution processes.
  I respectfully request that the BBB keep this complaint active, and that AT&T be required to address the factual inaccuracies in its reporting of our interactions. At minimum, their record should reflect that I remain dissatisfied with their conduct and with their failure to honestly represent our communication.

  
  Sincerely,
  ****** *****

• 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.