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

• 

  AT&T

  3417 Murdoch Ave Parkersburg, WV 26101-1004

• 

  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

  94 Market Street, Unit 102 Eagle, CO 81631

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:07/27/2023

  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.

  AT&T allowed someone out of state to open account and place an order under my maiden last name and I received the **** here in Washington. I contacted AT&T and told them it was fraud and I also filed a police report. But AT&at continue to make me pay the balance and keep sending my a threatening messages. I keep calling them and telling them it was a fraud but they keep asking me to pay the amount. I want this business to be a subject for audit to check their personal privacy protection program and see how they allow someone to open an account using me identity.

  Business Response

  Date: 08/21/2023

  The AT&T Office of the President has referred this matter to AT&T's ***************** The consumer may contact them directly at ************ for additional information.

• Initial Complaint

  Date:07/27/2023

  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 January 22, 2023, my husband *********************** switched our family wireless plan from ******* to AT&T based on a promotion that AT&T announced through an on-site sales representative in a local ******* store in *************.As part of the new agreement, we migrated 7 lines from ******* to AT&T under the ACCOUNT number ************ (Annex-1 shows the contract signed off on January 22, 2023). The agreement contemplated the trade-in of 4 iPhone devices, for which we would obtain a trade-in credit for approximately 100 USD monthly for 36 months, and it was one of the benefits that led us to decide to change to AT&T. Once we received the labels with the tracking numbers via email (one label per each device), we dropped the devices off at a **** local on January 28, 2023, following the email instructions. We expected to receive the credits within the service's 2nd or 3rd billing cycle. However, it looks like the devices got lost during the transfer, and as a result, we have yet to receive the credit (Annex 3 shows the last bill without Trade-In credits applied).Back in May, after realizing the trade-in credits were not applied to our account bill, my husband called AT&T's Customer ******************** multiple times without any progress. The last time he called, he escalated the case to a supervisor, and he got informed that AT&T could not do anything else because the devices were not in the AT&T systems.We complied with handing over the equipment to the assigned carrier (****), following AT&T's instructions. AT&T and **** are responsible for guaranteeing the delivery of the devices up to their respective destination. After six months of having signed off the contract with AT&T Wireless, we expect that AT&T will reach a final resolution to this case and apply as soon as possible the trade-in credit for 36 months to my wireless account bill as agreed upon in the contract.(Chronology events and details associated to the Complaint can be found on "Complaint_Description.docx").

  Business Response

  Date: 08/11/2023

  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: 08/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/27/2023

  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.

  Starting in March ************************************** and out at my home. I work from home so this is a huge inconvenience. At&t was contacted on numerous [4-6 occasions] now and they still have yet to fix the issue. When I last called them they said they would send someone out to check out wiring. A week after that call all was normal so no one showed up. Today I am still having that same break in and out serviced. I requested a bill credit in the past and they became argumentative about it. I strongly feel I am not getting services I am paying for and I would like some kind of assistance getting a credit or major reimbursement for my time wasted calling at&t and dealing with this irritation and anxiety it has caused from March 2023- current. Please help me. I am calling them right now again to try and get this resolved

  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 indicated they were satisfied.

• Initial Complaint

  Date:07/27/2023

  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.

  I have tried several times to address the past-due balance on my account. I've called three times and it still has yet to be resolved. I called at the end of June with no resolution. Then on July 17th and I called three times. Each time on called on the 17th I was placed on hold for over 20 minutes and ultimately the call was disconnected by AT&T each time. All I was looking for was a accounts receivable contact so that I may submit a cleared check and have my account adjusted.On June 5, 2023 Check# ***** was issued in the amount of $63.81 from my Blue Vine Business Checking (****** Stitches Creative Studio LLC). The check was deposited by AT&T on June 12, 2023, and cleared my bank on June 15, 2023. I'm extremely frustrated with not being able to get this resolved. This should not take numerous phone calls and being placed on hold for over 20 minutes each time. I work in accounting and this should be a simple fix. Please forward this email, with a copy of the cleared check attached, to your accounts receivable department.

  Customer Answer

  Date: 07/31/2023

  AT&T Corporate headquarters in ******, ** reach out to me on July 28, 2023 and assured me that my billing issue would be resolved same day.  They forward all my details to the ********************* team for review.  Later that same day I received a call from the ********************* team advising that they had found my payment and would be applying it same day and would be crediting my account for any late fees.  As of today, Monday, July 31, 2023 the payment has posted to my account and another credit for late fees is pending.  This issue has been resolved.

  Business Response

  Date: 07/31/2023

  The AT&T Office of the President spoke with the consumer on 7/28/2023 about their concerns. The specialist completed the request and attempted to reach the customer by phone again on 7/28/2023 but was unsuccessful. AT&T believes this should fully resolve the customer's issue.

  Customer Answer

  Date: 07/31/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/27/2023

  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.

  I returned a phone to AT&T after upgrading. The phone was sent back to them with the label AT&T provided. Months later they are charging me $850 for the phone I sent back to them. I have called to resolve the issue but get no assistance. After reading comments from other people this is a common practice for them. I was also supposed to get credited $350 for the new phone. This also never happened. How can they keep doing this to people.

  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.

  Customer Answer

  Date: 07/31/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/27/2023

  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 December 9 2022. I traded a phone in for a new one At&t said they will give me $1,000 for a new phone and my wife's phone would be $5 a month if she trades in hers so I agreed. They performed a data transfer on my phone and showed me it was reset and not locked . I get my first bill in and it had a large charge for two numbers that I didn't authorize to be added to the account. So they removed the numbers. I also noticed I didn't have a credit for my trade in and they said give it a few months. So July ************************* the mail for $110 for my trade in. I called and they said because I canceled the numbers (that I didn't authorize) that I'm not eligible for the $1,000 credit. I didn't agree to this . They did the trade in under one of the numbers that I didn't authorize. And not my number. One time I called and they said my phone wasn't reset and that's why I didn't qualify . I said ok the last person said it met all the criteria. But I agreed to pay $5 a month for my wife's phone and receive $1,000 for my old phone which they didn't honor. They stole it ! Now I'm stuck paying $1,200 for a phone that I didn't agree to .Account ************* Phone number **********

  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.

  Customer Answer

  Date: 07/31/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/27/2023

  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.

  Both the iPhones associated with my account were paid off earlier this year. Over the past 2 months I have tried to unlock my and my wife's phones so that they will work with another carrier. Every time I try either the wireless passcode will not work or the system is experiencing issues. I've tried both resetting the wireless passcode and accessing the site on several different days. When I try to contact AT&T I am routed back to the site that doesn't work through their automated systems. As such I am coming here for support in getting AT&T to unlock the two iPhones associated with my account ********************. The phone numbers associated with the phones are ************ and ************

  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:07/27/2023

  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 informed AT&T that I was on TDI receive my payment for medical leave. I would pay my bill in full ******* they were giving me until to burn 31st yesterday I paid $100. I called AT&T they have nothing on the record that I was supposed to get a payment arrangement that was agreed to. Furthermore, they were supposed to give me a $75 credit which I do not see on my bill. My bill never lowered. It is still the full amount. All they did was lie to me.

  Business Response

  Date: 08/11/2023

  CASE 1495205 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 July 31, Aug 7, and 9, 2023 and to date has been unsuccessful. To address this issue and for account privacy, it would be beneficial to speak with the consumer.

• Initial Complaint

  Date:07/27/2023

  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 went to the *** store to switch cellular service from ******** My employer made me aware that I was eligible for the "FirstNET" plan as I am a first responder. When I left the store, I had gotten 2 new phones and a "promotional" watch that was included and "free" when starting new service. The apple watch was out of stock so I was told it would be sent to me. I paid approx $300 out of pocket in fees for activation that initial day. I then received an initial bill that was$209. When I reached out to my employer's Rep for ***, I was told that this was just covering initial fees and the next bill would come down. The second bill I got was $277 including charges for the "free watch" and insurance charges that were added without my approval. Again, I reached out to the rep who connected me with the store manager where I originally went. He went over my bill and assured me that my bill was correct and that the "promotional watch" was only for certain models. I explained to him that they did not have any in stock and I was mailed this particular model, I had no choice in which model-he said he would try to waive an activation fee. He also told me that next month again, my bill would come down to around $180/month. I called the customer ********************** department this morning because I feel entirely misled. The rep was more helpful and cleaned up my hidden charges that were added without my approval such as an upgrade fee, insurance coverage. I asked about the watch and was told that the watch is past the return period. The issue is that multiple fees were added for optional services without my approval. I also am now locked into paying for a watch and service that I was under the impression was "free" and only to add $5/month to my bill to find out its adding $69/mon. I have offered to return the watch and was told I could not. I do not feel I should be liable for these fees and watch service when I was told it was promotional and "free".

  Business Response

  Date: 08/04/2023

  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:07/27/2023

  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 had a replacement watch will not connect. Found out all this time I have not been able to use it and I have been connected to Bluetooth. I was also told by a customer ********************** people I do not need it but I have been paying for the service for more than 4 years. The watch was sent to me doesn't work and I was offered by the executive a whopping month for all the years that I have spent with them. I would like to cancel my service with no punishment . I can not keep calling and be switched everywhere and not getting what I need after being on hold before work and only days off. I would rather take my money somewhere else where they appreciate me . You will not get a dime from me you better look on that number and see the years I couldn't use it and then take that as your payment. Your company is not getting another dime from me and then want my service to work half way *************** didn't help any please put me to one person as I am a full time mom and I have to work and don't have time to be transfered 500 times a day and don't say you don't because it's recorded as they state just as mine is recorded .

  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 indicated they were satisfied.