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

  439 Edwards Access Rd, Unit 202 Edwards, CO 81632

• 

  At&t store

  2017 Knickerbocker Rd San Angelo, TX 76904-5524

• 

  AT&T Mobility

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

  
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  AT&T Mobility

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

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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.

  ATT sent an in-home specialist to our home while we were having our internet serviced. He was sent to promote their wireless services. We decided to switch our services and trade-in 2 phones for new phones and service. We were quoted prices based on trade-ins and activation charges being waved. We gave our trade-ins to the in-**************** and were given our new devices. Only one trade-in was received and credited. We have called ATT several times and no resolution was provided and we were told to contact our in-home specialist. He is not responding, so we are now without our trade-in device AND paying a higher than quoted amount for the new device. ATT will not resolve the issue and the in-home specialist will not respond. These practices seem predatory as the specialist was sent to us by ATT unsolicited and now ATT will not attempt any resolution.

  Business Response

  Date: 08/10/2023

  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.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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.

  8 months ago my husband needed to replace his cellphone. He's 77 years old and nether of us are real tech savvy. We went with our daughter to ATT cellular phone sales office in Ukiah from our home an hour and a half away. At that time he had an I-Phone 8. We asked to just replace it with a new I-Phone 8, we were told that the 8's weren't made anymore and that we would have to purchase one of the newer phones. Our Daughter had a 13 so we opted to get that one. The rep showed my husband how to use it, he tried several times with the rep making it look so easy. My husband was really struggling to operate it and I asked again about a easier to operate phone but the rep assured us all the new phones were like this that we would get used to it. We never did. Sunday my husband was so frustrated he was going to throw it against the wall. So I called ATT customer ********************** and after listening to our story he said " I'm going to break your heart ATT has a cell phone called a 2022 SE that operates just like the I-Phone 8 and we have a special on it for $160" instead of the $1,100 we paid for a phone we hate. We gave the i-phone 13 to our granddaughter who is headed off to college next month and had a old phone handed down from a family member, and he loves the fact he can finally use his phone without frustration

  Business Response

  Date: 07/31/2023

  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.

• Initial Complaint

  Date:07/28/2023

  Type:Product 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.

  Never received trade in box and support is useless.

  Customer Answer

  Date: 07/31/2023

  Just recently set up account. Was charged $90 Vicks initially for setting up. First bill get charged almost $200. Extra unknown fees thrown in. On top of that no autopsy discount applied. Basically robbery at this point. Support is useless.

  Billing Adjustment

  Business Response

  Date: 08/14/2023

  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: 08/15/2023

  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.

• Initial Complaint

  Date:07/28/2023

  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.

  We have been AT&T customers for decades upon decades. Through the years, there have of course been issues, but AT&T has worked with us and tried to correct their problems when they arise. We agreed to upgrade to the Fiber Optic Network as the only possible upgrade solution available in our area back in February. Months past, we were no-showed for appointments, but we finally had AT&T install the system back in June. Before the installation, AT&T sent us a bill for the initial installation date that they no-showed. We were told that this was an error, and we would be credited the amount. This amount is still showing as a past-due on our account, and ********************** is threatening to pause our service once again. Also, since the "upgrade", we have had no Voicemail or Caller ID ********************, all of which were promised and guaranteed to us. I've reached out to my contacts and representative for well over a month trying to get this fixed, but I'm being ignored and swept under the rug at every turn. Calls are not returned, emails are not returned, and we're still missing our services. Customers cannot leave us messages and have not been able to for over a month. AT&T has refused to fix the issue, provide documentation of the promised credit, or even respond to any contact attempts despite following every instruction given. This lack of customer ********************** is absolutely appalling and no way to treat a customer who has been loyal for this many years. I understand that mistakes happen, but then it's your responsibility to FIX THE ISSUE and COMMUNICATE with your customer. I'm losing ********************** every day that AT&T refuses to honor their commitment. I need the technical issue fixed immediately and AT&T to properly credit their mistakes instead of threatening their customers to avoid and pass blame.

  Business Response

  Date: 08/22/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 08/24/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 08/30/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 09/05/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 09/11/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 09/15/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 09/21/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 09/27/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 10/03/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 10/09/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 10/13/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 10/19/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 10/25/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 10/31/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 11/06/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 11/10/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 11/16/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 11/22/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 11/30/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 11/30/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Customer Answer

  Date: 12/01/2023

  I have reviewed the business response and accept this resolution.

  The response and action from AT&T took SEVERAL months, numerous calls, countless emails, and most resolutions ended with additional problems, but things finally seem squared away (or so I hope).  While I'm still disappointed with AT&T and their poor service, I can at least concede that the complaint was finally addressed.
  

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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.

  The date of this transaction was June 13, 2023. I convinced my daughter to trade in her phone to help me with an upgrade. One phone was $1200 and the other phone was $729.00. Out phone bill was originally ****** a month. There was nothing wrong without phones. We was given two quotes and was promised that our bill would be lowered to the amount of $156.00. I received my bill and it was over $300.00. I contacted the store to find out that the young lady that did my transaction was fired. She had given me her personal number just in case I needed some help with using the phone. She then told me that she was fired because she refused to upscale people cell phone order. When I called to get this fixed I was told that they could do nothing about it. I was told that its just what the game is all about. The young lady explained to me that my bill should be just what the quote was but since she no longer work there she can not help me. She sent me to an official AT&at store and again they said I was stuck with the bill and the phone and that they could not do anything about it. I am so disturbed about this. No one is trying ti help. Prior to this upgrade AT&T stuck me with two phone that was suppose to be But 1 get 1 free. They did not tell me that I had to purchase direct tv. This is not fair that the folk that works in the AT&T stores tak advantage of people and not help them to fix if there is a problem. I really did not need another phone. And my daughter is so upset because she did not need a new phone but she upgraded her phone so I could have a more current phone. My phone was an I7 and my daughters was an I11. Please help us resolve this. I want what the quote amount that was given to me without lowering the plan.

  Business Response

  Date: 08/11/2023

  CASE 1495212 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.

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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.

  When I went in to upgrade my iPhone and purchase the watch, I already had an existing iPad on my account which was paid for, with a service charge of $20. I went to work out of state and paying bill directly out of my bank account, believing that the additional charges were all related to new iPhone and watch. When I went into the local ATT store to pay off the new equipment and attempt to lower my charges the employees in the store brought to my attention that ATT had increased the iPad charge by $55.00 to the $20 charge that was the normal charge and that they had increased the charge when I made the new purchases and that I was being overcharged for the iPad service. They directed me to the resolution department where I was told that they had split my account??? Upon purchase of new equipment and admitted that it was their fault but could not credit me for more than 3 months when in fact they had been charging me for well over a year. This is clearly a bait and switch tactic used to scam the customers when purchasing additional or new equipment.

  Customer Answer

  Date: 08/01/2023

  June bill is increased, then July bill drops again.  I will be discontinuing this service before Aug 3rd and would like communication before then 

  Business Response

  Date: 08/03/2023

  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 stated they were not satisfied.

  Customer Answer

  Date: 08/03/2023

  I was finally contacted by ************************* with the *****************.  After much explanation, she agreed to reimburse my checking account 15 months of 26 months that I was over charged $55 per month. She agreed to do so, less the $48 dollars due on my current ATT bill.  The amount she agreed upon is $825.00, less $48.  

  Customer Answer

  Date: 08/04/2023

  I am rejecting this response because:  I was finally contacted by ************************* with the *****************.  After much explanation, she agreed to reimburse my checking account 15 months of 26 months that I was over charged $55 per month. She agreed to do so, less the $48 dollars due on my current ATT bill.  The amount she agreed upon is $825.00, less $48. 
   

  Business Response

  Date: 08/07/2023

  The AT&T Office of the President contacted the consumer regarding a rebuttal 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 fully resolve the consumer's issue. 

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair 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.

  Im filling this complaint because I have serious concerns about my bill and the extreme cost of the bill to always have dropped calls and cant use my phones properly having 5 lines plus having a tablet. When you complain about it youre promised a credit and you never get it but will have your service interrupted and then be charged a reconnection fee. I have had lost of service for over two weeks and I cant keep up with how many dropped calls, alone this month to have had to pay so much for a phone bill. I will be exploring my options because this is an gotten out of control. Im a wireless and internet user to have to deal with the inconvenience and inconsistencies with the company.

  Business Response

  Date: 08/21/2023

  The AT&T Office of the President spoke with the consumer on 8/1/23 about their concerns. The specialist completed the request and attempted to reach the customer by phone and email on 8/9 and 8/11 but was unsuccessful. AT&T believes this should fully resolve the customer's issue.

• Initial Complaint

  Date:07/28/2023

  Type:Product 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.

  I purchased a new phone through AT&T with a trade in promotion. I sent my trade-in in February 2023. Trade in was processed on March 3, 2023 and was told that they credit would be applied within 1-3 billing cycles. It is now the end of July and no credit has been applied to my account. I spoke with the trade in team who stated that the credit should of been applied within 1-3 billing cycles and to speak with the billing team. I contacted the billing team and provided the trade in confirmation number to them. They said that they needed a 'tracking number', I then provided the shipping tracking number. The billing team said that is not the number they are looking for and that they can not help without the "return device tracking number". I then contacted the trade in team again who did not know what "return device tracking number" the billing team was referring to. The only numbers they had on file was the confirmation number and the shipping tracking number.

  Business Response

  Date: 08/02/2023

  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.

• Initial Complaint

  Date:07/28/2023

  Type:Customer Service 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.

  I sign up with at&t prepaid auto and at&t prepaid took my payment and did not honor they end of the bargain they took payment off my card and I did not receive my five dollar ?? discount I am enrolled in the at&t prepaid auto pay so why didn't I receive my five dollar ?? discount ?????? this is the second month at&t prepaid has taken my payment off card. they should not do this every single MONTH THIS IS A MONTH THING AT&T PREPAID AUTO PAY AT&T IS TRYING TO OVER ON ME BECAUSE DOES REQUIRED A FIVE DOLLAR ?? DISCOUNT ?????? I'M SICK ??????

  Business Response

  Date: 08/02/2023

  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.

• Initial Complaint

  Date:07/28/2023

  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.

  In March of 2022, we visited the A, ****** ***** in Redlands to take advantage of upgrading our phones to ******* 22 versions, by turning in our old phones for an $800 credit, which was a national promotion. Beginning the following month, we noticed we were being charged $22.23 per phone, $44.46 total for the 2 new phones. We visited the store, and were told we needed to contact A, ****** directly, who told us that it could take up to 3 months to clear up, and the money we paid would be refunded. We contacted them again 3 months later and were told that the store had set us up with the wrong plan, so that was changed. 3 months later, we were still being charged, so we visited the store again, and kept going there every Saturday for 6 weeks until we were assured by the store manager, that the problem would be resolved, but she was waiting for her District Supervisor to approve this. 2 months later, and still being charged, we visited the store again, and were told that because they were taking so long, they were going to give us a 2-month credit for each phone, which they did and that the matter should be resolved completely in 3 months. 3 months came and went, and still, no changes. This time when we went to the store, we were told that the manager that was helping us, had moved to corporate, and a new manager, ****, would be taking over our case, we also were provided a case number for this issue. We went to the store at least every two weeks to make sure progress was being made, but every time a new bill was issued, the charges kept adding up. Finally, we were told that **** was unavailable, and for us to call to speak with Customer Retention, who promptly told us that too much time had passed, and that the store should have set us up correctly in the first place, and that we will now have to pay for the phones. We tried to change providers, but of course, the phones are locked by A, ****** until they receive their full payment, or another 20 months.

  Business Response

  Date: 08/02/2023

  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: 08/04/2023

  I have reviewed the business response and accept this resolution. A, T,&T was in contact with me shortly after I submitted my complaint, and as of this morning, a full credit of the payments that have been made to them, have been refunded and are now showing as credits for future payments. Thank you, BBB, for your help in getting this resolved. The only remaining item that I need to verify is that the go-forward charges have also been stopped, but at this point, I think we are good. Thank you also ***** at A, T, & T for your assistance in this matter.