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

  870 E Valley Rd Basalt, CO 81621

• 

  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

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  Active Communications - AT&T

  324 Dillon Ridge Way, Unit F Dillon, CO 80435

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

• Initial Complaint

  Date:07/26/2023

  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.

  I tried to open up a business account for cellular ********************** with AT&T in December of 2022. I never received all of my phones or activated service with AT&T, and as such I had to file a previous complaint to try to get this account closed and resolved. However, I am still receiving letters and emails regarding the account still being open with an overdue bill when it was supposed to have been closed back in January of 2023. I have reached back out to AT&Ts Customer ********************** Department as well as the office of the President for AT&T on at least three separate occasions, and left voicemails, yet I have not received a phone call back or resolution to this issue! I need for someone in authority to contact me in regard to this account that was supposed to have been closed over six months ago to get it closed and resolved once and for all!

  Business Response

  Date: 07/27/2023

  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 consumer's concerns. The consumer indicated they were satisfied.

• Initial Complaint

  Date:07/26/2023

  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.

  On March 8th I called AT&T about purchasing the AT&T international plan. The sales associate told me about the plan, and told me that I would only be charged for the first 10 days of the cycle, and that each day would be $10. AT&T has been overcharging me, and they have been charging me $10 everyday of the billing cycle which has made my phone bill outrageous, and made it over $300 every month. I would like a refund for being processed one thing and getting something completely different.

  Business Response

  Date: 07/28/2023

  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 consumer's concerns. The consumer indicated they were satisfied.

  Customer Answer

  Date: 07/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/26/2023

  Type:Sales and Advertising 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.

  AT&T is contracted to provide a certain amount of service for a set cost. We have had to get home internet just to use our phones. The service has continued to get worse monthly dropped calls, failed text messages, failure to provide a manager or supervisor when asked at CS level. The list of issues is far to long I will discuses when contacted by AT&T

  Business Response

  Date: 08/01/2023

  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:07/26/2023

  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 initiated a device trade-in with **********************. After receiving the new device I sent the old device through ***** After two weeks AT&T is claiming they have not received the old device. I am seeking the $800 trade in credit as promised. The confirmation number is ************** and the phone number associated with the trade-in is ************.

  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:07/26/2023

  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.

  I have had ATT cellular service for years when I had unlimited plan I also had a subscription to HBO *** and it worked fine when it was rebranded to Maxx I lost the connection to the service. When contacting Att multiple times the latest was on 7/26 I was told **** isnt included in my plan even tho in my ***** app the service shows included with my plan. The person I spoke with today via chat named ***** was rude and basically called me wrong and said I dont have the service. He then just ended the chat and was very rude, I spend a ton of money and this is how I am treated telling me indirectly I dont have something that the ***** app clearly shows I have. I have had nothing but issues every time something is done by customer care with Att and I just want what I have paid for. Its been over 5 months and I still dont have the service I never get the call backs I am promised and the issue never gets fixed. I want this service included and I want compensated for the pain and suffering of wasting my time and being treated like garbage

  Business Response

  Date: 07/28/2023

  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: 07/28/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/26/2023

  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.

  In December of 2022 AT&T was running a promotion for ****** in bill credits per traded in device. I traded in 3 iphones. The *** store in ********** ** handled the transaction. After 3 months of not receiving the credit I reached out to AT&T customer **********************. They gave me the run around, blamed the store and basically dismissed my concerns. I called again and was told I would have to provide the shipping label information on the phones that were returned. I told them the store kept the phones and did not provide the information to us. They effectively told me it wasn't their problem. Now it has been 7 months of being over charged. I am still getting the run around. Last week I went to the store again. This time the manager told me he was sick of having to deal with it because his company is giving him the run around. He told me his district manager said if I want what is owed to me I can go hire a lawyer and take them to court. He also told me that this has been reported and that around 500 people were effected by it at that store. This is yet another example of how corporations are allowed to run over consumers and just how insignificant they view us. I have reached out again today to AT&T customer ********************** seeking resolution. My AT&T account number is ************. I can be reached at ************. I will continue to escalate this issue and get it out there until it is resolved.

  Business Response

  Date: 08/02/2023

  The AT&T Office of the President attempted to contact the consumer regarding a notice received from the Better Business Bureau. The specialist attempted to reach the consumer by phone and email on 7/27, 7/31/23 and to date has been unsuccessful. If we had been able to speak with and authorize the account, AT&T would be ready to implement the escalation process to resolve customer's concerns. If the consumer would like to accept this offer, they should contact the Office of the President within the next 14 days.

  Customer Answer

  Date: 08/02/2023

  I am rejecting this response because:   I have called the number back numerous times that the lady provided and have not gotten an answer. I have also officially opened a case with them regarding the claim. They still have not credited my account to this date and I just received another bill for ******.

  Customer Answer

  Date: 08/07/2023

  I have contacted ATT again today through customer ********************** channels as I cannot get Africa ******** to answer my calls. I have also emailed Africa and received no response. Today I logged in to my ATT account. When logging in I had a message saying my complaint has been resolved. This is not true. Ticket ********** is the number for reference. When chatting with ******* this is the response I was given. (Thank you so much for your time on hold with me, I appreciate. I was carefully checking, and I could notice the resolution of the case is the promo cannot be applied due to no invoice and no return trade in device being located. I really want to help you today on this) The issue I am having is that ATT did not provide that info when I traded the three devices in. Currently while adding info to this complaint i am still chatting with a supervisor named *****. Even though the ticket shows resolved on my ATT account he is telling me they are still working on it. He is also asking for the tracking info that they did not provide. i am getting nowhere with this. I have attached that transcript of the chat conversation with them today. They are now pushing me off again to the trade in department.

  Business Response

  Date: 08/14/2023

  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. The consumer indicated they were satisfied.

• Initial Complaint

  Date:07/26/2023

  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.

  Account number: ************ I am very sick and pregnant. I have 3 kids and have been waiting for my disability since may. I have not received any money and what I do have is spent on my rent to keep a roof over my head. I paid att less than a week ago $230.00 and they would not work with me about the rest of the payment. I called and chatted with them multiple times pleading with them to help me with no help. I need my phone for medical reasons and they did not care. I am willing to pay the amount I just do not have it now until I am paid by sdi

  Customer Answer

  Date: 07/27/2023

  I did was reached out to by the president of AT&T office only for them to not help me argue with me even though I kept telling her that I have a blood pressure problem and I cannot be sitting here going back-and-forth with someone about some thing that theyre supposed to help me with She then proceeded to say well if youre going to talk over me even though I was still talking and everything that she was saying was basically the same stuff that they kept saying that was disrespectful and the other conversations I had with AT&T Im tired of feeling like Im being extorted by a company that does not care about their Customers , she was not helpful at all. She was yelling trying to talk over me when I was talking and then told me I was talking over her because I told her that what she was saying did not make sense and then instead of her helping me she wanted to have an attitude and then tell me she couldnt do anything further for me , so I will not be dealing with AT&T.

  Customer Answer

  Date: 07/27/2023

  These are the emails that was sent .

  Business Response

  Date: 07/27/2023

  The AT&T Office of the President spoke with the consumer on 7/27 regarding a notice received from the Better Business Bureau. The specialist offered an explanation and the consumer declined. The consumer stated they were not satisfied.

  Customer Answer

  Date: 07/27/2023

  The person who contacted me did not offer any solution and is a liar I have the emails which I uploaded she never even received my info to get into my account to actually give a solution. I do not appreciate being lied on or about.

  Customer Answer

  Date: 07/27/2023

  I am rejecting this response because:   I was never offered a solid both times she told me she could not assist me and proceeded to be argumentative and aggressive and dismissive to my concerns.

  Business Response

  Date: 07/31/2023

  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.

• Initial Complaint

  Date:07/26/2023

  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.

  An AT&T home expert by the name of ******* came into an apartment at ******************** 269 on May 27, 2023 and lied about an offer of cellular service to us. They promised that if we switched service our monthly bill will be $150 a month(lower than my previous company). She mentioned that she's going to send out boxes for us to send our previous phones in. These boxes never arrived and we activated service on a phone that was already owned. We've received 2 bills since and the bills have greatly exceeded $150 a month. One over $350 and the next bill is currently over $958. They're charging us for a phone that we received but never used. We attempted to return this device in-store at an AT&T location within the 30 days that ******* told us we'd have without penalty. They mentioned that they could not accept the device as it's past a 14-day deadline. We've never used this device or even turned it on, but we're now being charged over $700 for the device and not to mentioned our normal monthly bill that exceeds the promised monthly bill. I believe I was scammed by ******* and her supervisor *********************** has yet to answer or return any calls. I don't have *******'s last name but number is ************ for identification.

  Business Response

  Date: 08/09/2023

  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:07/26/2023

  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.

  ATT sent an email saying that will increase the price on $2.50 per line without any explanation.+ taxes that will result in more than $10 increase per month.No reason, no explanation, no additional services.If that is the case, I will switch providers for better cost and service.

  Business Response

  Date: 07/27/2023

  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:07/26/2023

  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.

  I previously filed a BBB complaint January 2023 for the same issue. AT&T reached out to me and assured me this issue was resolved and the prior complaint is closed. It has not been resolved. I am not spending the time to type out the complaint again because it appears all details should be listed under my prior case which I will provide below. Ive attached documentation below that shows this ongoing issue. Thank you! Complaint Case# ******** (Ref#**-7935-********-6-1100

  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: 08/02/2023

  I am rejecting this response because: 

  My billing issue is still not resolved. Until my billing issue is resolved in full I will not accept closure of this case. Thank you 

  Business Response

  Date: 08/14/2023

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

  Business Response

  Date: 08/15/2023

  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.