Business Profile

Mobile Phone Service

AT&T

Headquarters

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Complaints

This profile includes complaints for AT&T's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

45,373 total complaints in the last 3 years.
12,647 complaints closed in the last 12 months.

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Submit a Complaint

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:06/15/2023
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 traded in my old phone last year with the expectation that I would receive credit for the phone as shown on the website/app. I only recently realized that the credit was showing as Pending in my account. I reached out to customer care and they informed me it was because my phone was damaged. I informed the agent that my phone worked perfectly fine when I sent it in. The agent then opened up a ticket/work order to look into the matter. After several days I received a notification saying the matter had been "resolved". There was no explanation/detail as to how it was resolved and what the outcome was. I reached out to customer care again and was then told I did not receive the credit because I did not have the right account type - they said I needed an unlimited data plan to get the credit. This was not made clear at all and if had known I would never have agreed or I would have asked for my phone back. The customer care agent said I received a one-time credit of ~$60 instead of the full credit which the agent estimated at ~$350. I let them know I was not ok with this and they directed me to a website to file a complaint. I tried multiple times on multiple ****************** to file the complaint but the website is broken and it doesn't go through. This has been incredibly frustrating. If AT&T was reducing the credit amount for my old phone it should have been made clear as to why that was the case and what the monetary impact would be. Neither of these things happened. As a longtime AT&T customer I would like resolution in the form of the full credit for my old phone that was in good condition and working perfectly fine.
Business Response
Date: 06/16/2023
The AT&T Office of the President reviewed the notice received from the Better Business Bureau. AT&T completed the requested resolution and notified the consumer via email. We believe this should fully resolve the consumer's issue.
Initial Complaint
Date:06/15/2023
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 recently purchased a phone (fully paid in advance) from AT&T and activated a new postpaid line (no **********). I was told by the sales rep that if I am not satisfied with the service I can cancel within 14 days without any charges. My service was activated on 12th May and I cancelled it on 22nd May. However, ATT has now sent me a bill for $98. The bill includes an activation fee and a "partial month charge" but instead charges me for the full month with the billing period being 12 May - Jun 09 (my service was already cancelled on 22nd May and I have a confirmation sms of cancellation). I am attaching the bill for reference. I was also not informed about any pending charges by the att rep when I called to cancel the service on 22nd May. Thus both time I interacted with att reps I was deliberately misled that there wont be any charges if I cancel within 14 days. I am now outside the US and have been trying to contact ATT for the resolution of this problem. However, their support is also very disappointing as they don't provide an email or chat option for those not in the US (I have been unable to reach their support number from outside the US). Since the due date for the bill is 1st July, I want ATT to adjust my bill immediately so my credit is not affected. Thank you Note: I am currently travelling outside the US and my US phone number might not work. I would prefer if I am contacted by email or my international no **************).
Business Response
Date: 06/19/2023
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:06/15/2023
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 was given so much misinformation concerning transferring a tablet to a watch line from the store that I spent 4 hours with no resolution. No one is on the same page of understanding corporate policies. Customer ********************** was saying one thing but the store saying another. When asked who the store manager spoke to concerning the outcome, she was hesitant and clenched her jaws. Someone needs to reach out to me. ASAP!
Business Response
Date: 06/16/2023
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:06/15/2023
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&#**;ve had services with AT&T for over 50 years. I received my phone bill today and called AT&T to let them know I couldn&#**;t pay the bill. My bill went from around $50 dollars to over $70. I requested assistance because I&#**;m a senior on social security and can&#**;t afford a payment that high. I&#**;m told I can&#**;t get a discount because I have a landline. I asked to speak to a supervisor and was transferred to ***** out of the ******** office, and she said she couldn&#**;t do anything to assist me. She suggested purchasing a cell phone, but I prefer a landline due to medical issues. I used to work for AT&T and know they can do something to assist me. I&#**;ve tried calling back several times, the computer answers, and no one answers. I believe my number is being flagged.
Business Response
Date: 06/22/2023
The AT&T Office of the President spoke with the consumer on 06/16, 06/19, and 06/22 regarding a notice received from the Better Business Bureau. The specialist advised the consumer of the current pricing and no discounts being available. The consumer stated they were not satisfied.
Initial Complaint
Date:06/15/2023
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.
The last two months I have paid my bill before the due date. I used the billpay feature through my bank. Same process I've used for the last 4 years. The last two months I started getting automated calls from AT&T threatening my service to be shut off due to my bill not being paid. On both occasions I used the chat feature on ATT website to send them proof of payment. On the first occasion they "found" the payment but did not issue a refund for a late fee. This month, I opened a ticked once again, and my ticket has been closed and marked "resolved" but I'm still getting threatening texts and voicemails and my account still shows past due even though I paid it and have provided payment details to ATT. This has taken a lot of my time dealign w/ chat bots and proving I've paid my bill before the due date.I'm seeking a call from and ATT employee who can access and solve my issue in addition to two months of service compensation, or a credit covering my next two months of service.
Business Response
Date: 06/19/2023
The AT&T Office of the President spoke with the consumer on 06/15/23 about their concerns. The specialist completed the request and attempted to reach the customer by phone twice on 06/19/23 but was unsuccessful. AT&T believes this should fully resolve the customer's issue.
Initial Complaint
Date:06/15/2023
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.
We signed up for ATT wireless in January and they screwed everything up massively right off the bat. We got 2 phones, 2 kids tablets and a wireless hotspot and all were supposed to be unlimited data. Within days we started getting messages on the kids tablets that we were approaching our data limit. We didnt understand why because they were supposed to be unlimited but we just switched them from data to wifi since we had unlimited data on the hot spot and then we didnt think anything else of it. When we went to pay the bill we were shocked to see we had a $6,000 phone bill. Right away we started working with the company both in store and on the phone to try and figure out what happened and how to fix it. Apparently when they signed us up they only put the unlimited data on one device and it wasnt even the internet hot spot so we were getting data overage charges several times a day. Unfortunately, after literally hundreds of hours of dealing with representative after representative and having to start from scratch every time we got someone new (sometimes several times a day) we were over not having phones so we just had to spend even more money on prepaid phones while they tried to figure out how to fix their mess up. Absolutely no one cared and no one really tried to fix anything at all. We keep getting emails that the issue had been resolved but when we go to pay the bill, nothing has been resolved at all and the amount owed just kept growing and growing. Im not sure how this was possible as our phones were shut off for their mistake so there should have been no more charges. Now our bill is well over $11,000 and no one is trying to fix anything.
Business Response
Date: 06/27/2023
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 on June 16, 2023, June 20, 2023, and June 22, 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:06/15/2023
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.
Im seeking a resolution to remove this high bill that theyre stating that I didnt return an iPhone 14 and I mailed it back in December 2022 I went to the post office and got tracking information and gave them it and I no longer have it anymore because it was back in December Ive been paying my bill since December through May. And now I have a bill of $1160.23. my bill is always $276.23 And sometimes it go up sometimes to go down. Ive spoken to several customer **********************, people, supervisors, and managers and the tradin department. ive gotten no resolution. Ive been an AT&T customer for a long time. The customer ********************** gave me the I MEI ****** and the *** ****** and I didnt even have that I went back to the post office and they told me that if AT&T have the serial ****** they can track the phone but they just keep telling me they dont have it.
Business Response
Date: 06/15/2023
The AT&T Office of the President contacted ********************* 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: 06/15/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/15/2023
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 July of 2022, I went in to the *** Store in ************** in *******, ** to add 3 lines. One for each of my daughters and my boyfriend. My boyfriend and oldest daughter were trading in their current phones for an upgraded phone per the promotion. my youngest daughter was just being added to the plan with her current phone and coverage. We left my boyfriends phone with the store associate and received the new phone. My daughter, who is in the military and stationed in NY, went to a local store there. She traded her phone and received the new phone as well. We had the military discount added to the plan at this time as well. When all was done, they said my bill would be $140 plus taxes, etc so I would be looking at about 165 or so. In Nov. I noticed they were charging me a phone payment on my boyfriends line this whole time. The promotion was a free phone for the trade in, but he picked a slightly better phone that would be $5.00 per month. I have been paying over $35 extra a month. The phone was left with the associate at the store and we should have been credited. As of today, i am still paying over $230 a month!! I have contacted the Store manager in the **************. He never gets back to me and I don't feel like anything has been done. I have been overpaying for almost a year and I can't afford to keep overpaying. They owe me a refund back to the time the changes were made. My first two bills after the adjustments were over $285 as well. I need this money refunded and applied to the account. I am so disappointed with their lack of customer **********************.
Business Response
Date: 07/05/2023
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: 07/05/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/15/2023
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.
Around 09/10/2022 a request was authorized for a phone upgrade with a protection plan for the line ending in ****. At that time an additional unauthorized line and protection plan was mistakenly added where no phone existed and line was never used. I was billed $45.41/month for 9 months for a line and protection plan that could not and were never used. I had the line discontinued in early June. AT&T denied fraud and only planned to credit 3 months for the phone line and said they cannot credit anything for the protection plan. After many calls I was told to call the retail store. They refused to talk to me and said I must come in person. I plan to do that. Costumer service agreed to pay 9 months credit for the phone line but $0 for the $17/month for the unauthorized protection plan. I would like all money for this line and protection plan credited to my account. While researching this issue I found many others throughout the country have been scammed as well. This is illegal and just a shameful practice.
Business Response
Date: 06/16/2023
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: 06/17/2023
I have reviewed the business response and accept this resolution. AT&T agreed to credit all unauthorized charges to my account. Thanks to the BBB for their assistance in this dispute.
Initial Complaint
Date:06/15/2023
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.
In the month of March 2023 I started phone service with AT&T and each month since there has been issues with my bill. The latest issue the customer ********************** told me they could not fix the store that the initial transaction occurred at had to do it. I went there spoke with the manager after over a hour so explaining multiple times the issues the manager tells me that he must contact someone else after he spoke with her he tells me not to setup a payment arrangement of anything until I hear from him because the lady he spoke with has to go into the office to fix the billing issue and that he would contact me by the next day. He never did, my bill was not fixed, and Everytime I try to contact the store they hang up the line or say the person is not there. Now my phone is disconnected. I have been double paying for a phone line that I do not have more than once. I just want this fixed and done with because their is a new issue each month and Everytime I go into this location to have the issues resolved. Im being double charged every month besides the 1st and 2nd months
Business Response
Date: 06/21/2023
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: 06/27/2023
Here is a list of my call logs plus the email that *************************** who has the iPhone promax had sent me stating that AT&T had disconnected the phone their self. I do not delete any phone call logs, messages, or emails ever. I tried to contact ********************** numerous times. They had only made contact with me via phone. One time in the course of all this, I later discovered that *************************** who has a relative named *************************** that works with AT&T at the local store had in fact been the one accessing my account and making changes to it without notifying me and without my consent. ************* stated that regardless of anything because I went into the store twice it would be difficult to prove anything, but I have the dates and messages between me and ****************** about what was supposed to be done on those days and about the mysterious transactions happening on my account. This is the third time that ******************* has done something on my account after the first time I had changed my pin and password to prevent something like this from happening again. But somehow someone at AT&T allowed for it to happen again. Now I'm being told that because I went into that store that It would be hard to prove anything nor will they give me a statement showing that it was *************************** that did the transactions on the account so that I can go after her legally for the matter and also if I canceled my account with them. They were going to charge me for both phones and the Apple watch fully. She told me that I would have to pay for all three devices in full not on payment if I canceled my account with them because they have continuously allowed someone else to make changes to it without my consent. Now they have disconnected the line during the time that I was waiting to hear back from them, this is unacceptable and not right. I feel like I am being strong-armed into staying with the company that has done nothing but mess up my account. I have dates and time stamps on every time I've spoken with ******************* and notified her that I have went to the store and spoke with the representatives. ************** did not give me access to anyone else that could help me resolve this matter. All she did was make my complaint and it told me to email her the name of the person that ******************* may be related to at the store now I'm begging someone to please help me. I am on a fixed income with the VA. I have paid my parts in my dues to AT&T even though have consistently messed up my account now I'm being told that because I went into the only store that is within 30 minutes of my home that They can't prove anything because I only went into that store all five times in my entire life and only three of them were from the moment I signed the contract with AT&T and the following day after customer ********************** representative stated that I would have to go to the store to have them fix the billing problem because the store did it so they we're the only ones that could fix the billing issue. I feel as if ************ is trying to force me to stay with their company and not handled the situation with the store or Even giving me advice as to what to do about said person that has the phone and watch. Again, I have all my emails between me and *************. But there are not enough slots for me to be able to submit them, but if able to, I would like to forward all the emails to you because they also show that ************* tried to make it seem like I had not tried to contact her back when in actuality it It was in fact she who had not returned numerous emails, at least two voicemails, and numerous calls to her office
Customer Answer
Date: 06/27/2023
Here is a list of my call logs plus the email that *************************** who has the iPhone promax had sent me stating that AT&T had disconnected the phone their self. I do not delete any phone call logs, messages, or emails ever. I tried to contact ********************** numerous times. They had only made contact with me via phone. One time in the course of all this, I later discovered that *************************** who has a relative named *************************** that works with AT&T at the local store had in fact been the one accessing my account and making changes to it without notifying me and without my consent. ************* stated that regardless of anything because I went into the store twice it would be difficult to prove anything, but I have the dates and messages between me and ****************** about what was supposed to be done on those days and about the mysterious transactions happening on my account. This is the third time that ******************* has done something on my account after the first time I had changed my pin and password to prevent something like this from happening again. But somehow someone at AT&T allowed for it to happen again. Now I'm being told that because I went into that store that It would be hard to prove anything nor will they give me a statement showing that it was *************************** that did the transactions on the account so that I can go after her legally for the matter and also if I canceled my account with them. They were going to charge me for both phones and the Apple watch fully. She told me that I would have to pay for all three devices in full not on payment if I canceled my account with them because they have continuously allowed someone else to make changes to it without my consent. Now they have disconnected the line during the time that I was waiting to hear back from them, this is unacceptable and not right. I feel like I am being strong-armed into staying with the company that has done nothing but mess up my account. I have dates and time stamps on every time I've spoken with ******************* and notified her that I have went to the store and spoke with the representatives. ************** did not give me access to anyone else that could help me resolve this matter. All she did was make my complaint and it told me to email her the name of the person that ******************* may be related to at the store now I'm begging someone to please help me. I am on a fixed income with the VA. I have paid my parts in my dues to AT&T even though have consistently messed up my account now I'm being told that because I went into the only store that is within 30 minutes of my home that They can't prove anything because I only went into that store all five times in my entire life and only three of them were from the moment I signed the contract with AT&T and the following day after customer ********************** representative stated that I would have to go to the store to have them fix the billing problem because the store did it so they we're the only ones that could fix the billing issue. I feel as if ************ is trying to force me to stay with their company and not handled the situation with the store or Even giving me advice as to what to do about said person that has the phone and watch. Again, I have all my emails between me and *************. But there are not enough slots for me to be able to submit them, but if able to, I would like to forward all the emails to you because they also show that ************* tried to make it seem like I had not tried to contact her back when in actuality it It was in fact she who had not returned numerous emails, at least two voicemails, and numerous calls to her office
Customer Answer
Date: 06/27/2023
Here is a list of my call logs plus the email that *************************** who has the iPhone promax had sent me stating that AT&T had disconnected the phone their self. I do not delete any phone call logs, messages, or emails ever. I tried to contact ********************** numerous times. They had only made contact with me via phone. One time in the course of all this, I later discovered that *************************** who has a relative named *************************** that works with AT&T at the local store had in fact been the one accessing my account and making changes to it without notifying me and without my consent. ************* stated that regardless of anything because I went into the store twice it would be difficult to prove anything, but I have the dates and messages between me and ****************** about what was supposed to be done on those days and about the mysterious transactions happening on my account. This is the third time that ******************* has done something on my account after the first time I had changed my pin and password to prevent something like this from happening again. But somehow someone at AT&T allowed for it to happen again. Now I'm being told that because I went into that store that It would be hard to prove anything nor will they give me a statement showing that it was *************************** that did the transactions on the account so that I can go after her legally for the matter and also if I canceled my account with them. They were going to charge me for both phones and the Apple watch fully. She told me that I would have to pay for all three devices in full not on payment if I canceled my account with them because they have continuously allowed someone else to make changes to it without my consent. Now they have disconnected the line during the time that I was waiting to hear back from them, this is unacceptable and not right. I feel like I am being strong-armed into staying with the company that has done nothing but mess up my account. I have dates and time stamps on every time I've spoken with ******************* and notified her that I have went to the store and spoke with the representatives. ************** did not give me access to anyone else that could help me resolve this matter. All she did was make my complaint and it told me to email her the name of the person that ******************* may be related to at the store now I'm begging someone to please help me. I am on a fixed income with the VA. I have paid my parts in my dues to AT&T even though have consistently messed up my account now I'm being told that because I went into the only store that is within 30 minutes of my home that They can't prove anything because I only went into that store all five times in my entire life and only three of them were from the moment I signed the contract with AT&T and the following day after customer ********************** representative stated that I would have to go to the store to have them fix the billing problem because the store did it so they we're the only ones that could fix the billing issue. I feel as if ************ is trying to force me to stay with their company and not handled the situation with the store or Even giving me advice as to what to do about said person that has the phone and watch. Again, I have all my emails between me and *************. But there are not enough slots for me to be able to submit them, but if able to, I would like to forward all the emails to you because they also show that ************* tried to make it seem like I had not tried to contact her back when in actuality it It was in fact she who had not returned numerous emails, at least two voicemails, and numerous calls to her office
Customer Answer
Date: 06/29/2023
I am rejecting this response because: Here is a list of my call logs plus the email that *************************** who has the iPhone promax had sent me stating that AT&T had disconnected the phone their self. I do not delete any phone call logs, messages, or emails ever. I tried to contact ********************** numerous times. They had only made contact with me via phone. One time in the course of all this, I later discovered that *************************** who has a relative named *************************** that works with AT&T at the local store had in fact been the one accessing my account and making changes to it without notifying me and without my consent. ************* stated that regardless of anything because I went into the store twice it would be difficult to prove anything, but I have the dates and messages between me and ****************** about what was supposed to be done on those days and about the mysterious transactions happening on my account. This is the third time that ******************* has done something on my account after the first time I had changed my pin and password to prevent something like this from happening again. But somehow someone at AT&T allowed for it to happen again. Now I'm being told that because I went into that store that It would be hard to prove anything nor will they give me a statement showing that it was *************************** that did the transactions on the account so that I can go after her legally for the matter and also if I canceled my account with them. They were going to charge me for both phones and the Apple watch fully. She told me that I would have to pay for all three devices in full not on payment if I canceled my account with them because they have continuously allowed someone else to make changes to it without my consent. Now they have disconnected the line during the time that I was waiting to hear back from them, this is unacceptable and not right. I feel like I am being strong-armed into staying with the company that has done nothing but mess up my account. I have dates and time stamps on every time I've spoken with ******************* and notified her that I have went to the store and spoke with the representatives. ************** did not give me access to anyone else that could help me resolve this matter. All she did was make my complaint and it told me to email her the name of the person that ******************* may be related to at the store now I'm begging someone to please help me. I am on a fixed income with the VA. I have paid my parts in my dues to AT&T even though have consistently messed up my account now I'm being told that because I went into the only store that is within 30 minutes of my home that They can't prove anything because I only went into that store all five times in my entire life and only three of them were from the moment I signed the contract with AT&T and the following day after customer ********************** representative stated that I would have to go to the store to have them fix the billing problem because the store did it so they we're the only ones that could fix the billing issue. I feel as if ************ is trying to force me to stay with their company and not handled the situation with the store or Even giving me advice as to what to do about said person that has the phone and watch. Again, I have all my emails between me and *************. But there are not enough slots for me to be able to submit them, but if able to, I would like to forward all the emails to you because they also show that ************* tried to make it seem like I had not tried to contact her back when in actuality it It was in fact she who had not returned numerous emails, at least two voicemails, and numerous calls to her office
Customer Answer
Date: 06/30/2023
Here are some of the emails between me and *************
Customer Answer
Date: 06/30/2023
Here are some of the emails between me and *************
Customer Answer
Date: 06/30/2023
Here are some of the emails between me and *************
Business Response
Date: 07/07/2023
The AT&T Office of the President attempted to contact the consumer regarding a rebuttal notice received from the Better Business Bureau.The specialist attempted to reach the consumer by phone and email on 6/30/23,7/5/23, and 7/7/23 without success.AT&T reviewed Consumers additional information; our position remains unchanged.
Customer Answer
Date: 07/07/2023
Again this are the call log and emails from me to Mrs. ***** Due to the fact that they have cut service off of the phone I have called numerous times and left a voicemail all but once no one has contact me or either 2 numbers that I provided in said voicemails. It is ridiculous that I am reading that they are stating I have not been in contact with them for the second time. when I have been trying to reach them numerous ways. I also find it unacceptable that since the complaint with the better Business bureau I have not went to AT&t or called to do anything to my service at all and yet when I went on there last week on the AT&t app I saw that another payment arrangement plan was set up the first week of this month and it was not by me nor is it first time this happened since I originally filed my complaint. I do not understand why my account is continuously having changes done to it without my consent or knowledge and I do not understand why it is being made to sound as if I have not been in contact. I want to know the next steps on who I need to speak with or who else I can file a complaint with because I refuse to keep being charged for things that I didn't request to be done to my account or had any ******************** of being done to my account and since AT&t is being extremely uncooperative of trying to communicate with me to resolve the matter and find customer ********************** representative responsible for allowing said transactions to be taking place I would like to know what are my *********** to file a higher complaint against at&t
Customer Answer
Date: 07/07/2023
Again this are the call log and emails from me to Mrs. ***** Due to the fact that they have cut service off of the phone I have called numerous times and left a voicemail all but once no one has contact me or either 2 numbers that I provided in said voicemails. It is ridiculous that I am reading that they are stating I have not been in contact with them for the second time. when I have been trying to reach them numerous ways. I also find it unacceptable that since the complaint with the better Business bureau I have not went to AT&t or called to do anything to my service at all and yet when I went on there last week on the AT&t app I saw that another payment arrangement plan was set up the first week of this month and it was not by me nor is it first time this happened since I originally filed my complaint. I do not understand why my account is continuously having changes done to it without my consent or knowledge and I do not understand why it is being made to sound as if I have not been in contact. I want to know the next steps on who I need to speak with or who else I can file a complaint with because I refuse to keep being charged for things that I didn't request to be done to my account or had any ******************** of being done to my account and since AT&t is being extremely uncooperative of trying to communicate with me to resolve the matter and find customer ********************** representative responsible for allowing said transactions to be taking place I would like to know what are my *********** to file a higher complaint against at&t
Customer Answer
Date: 07/07/2023
I am rejecting this response because the reason stated in the previous message and attachments I had sent of my recent call logs and emails with AT&t personnel and due to the fact that more changes have been done to my account without my permission or knowledge for a second time since my original complaint date with the better Business bureau

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