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

45,477 total complaints in the last 3 years.
12,701 complaints closed in the last 12 months.

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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:06/12/2023
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.
Regarding account# ************. In January I setup home internet with AT&T. The representative who came out prior to the technician, asked me if Id be interested in looking into wireless coverage with AT&T as well. I was told that I would receive $1000 for trading in my current device, towards a new device. What was NOT explained to me, was that this amount would be applied towards the new device with AT&T in monthly installments over 36 mos and that if I were to cancel service I would be responsible for the balance of the new device at that time. So, I'm now being told that if I wish to cancel service (which I do, because service is horrible) they just get to keep the $1000 phone I traded in, and I still owe them close to $1000 for the phone I have with them? This is absolutely insane, and entirely unjust. Had I been made aware of this upfront I would have still gone with AT&T and just moved my previous device over as it was paid off. The desired resolution is that the balance of the device I currently hold with AT&T be credited in full for the amount I was promised ($1000.00), or to be able to return the new device I have for the old device I traded and have a $0.00 device balance.
Business Response
Date: 06/26/2023
The AT&T Office of the President spoke with the consumer on 6-13-2023 regarding a notice received from the Better Business
Bureau. The specialist offered an extended buyers remorse return and advised the consumer he had until 6-20-2023 to accept
offer otherwise offer would be rescinded. The specialist received no further follow up from
consumer. The consumer stated they were not satisfied.
Customer Answer
Date: 06/26/2023
I am rejecting this response because: I was reached out to by a ******************************, in regards to my complaint. ***************** was quite argumentative, and condescending in his tone during our conversation. He had more interest in defending company policy, and explaining that it was "standard procedure" in the industry than he was concerned with coming to any sort of agreement to resolve my complaint. The offer made to pay off my current device upon my returning it, in no way helps my situation or addresses the main point of my complaint which was that I had traded in a device that was already paid off, and that retails for $1000.00. If I were to take this offer, would be no different than me paying off the balance of the phone as it would leave me still without a device, and stuck paying for another one anyway. I reiterate that I would have simply moved my old device over rather than take a new device from them had I known I would be responsible for the balance of the new device upon cancellation being they were applying my trade in credit on a monthly basis over 36 mos. What is reasonable and fair in this situation, and my desired resolution being that clearly AT&T cannot return my traded in device is that they apply the credit for my trade in, in one lump sum. I'd like to further note that ***************** told me he would email me, and follow up with me via phone...neither of which occurred. This company needs to do the right thing, and just pay off my current phone immediately.
Business Response
Date: 07/03/2023
The AT&T Office of the President spoke with the consumer on 6-30-2023 regarding a notice received from the Better Business
Bureau. The specialist reiterated AT&T position on matter the consumer stated they were not satisfied.
Business Response
Date: 07/05/2023
The AT&T Office of the President spoke with the consumer on 6-30-2023 regarding a notice received from the Better Business
Bureau. The specialist reiterated AT&T position on matter the consumer stated they were not satisfied.
Initial Complaint
Date:06/12/2023
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 signed up with AT&T over a year ago they had a promotional program going on where if you turned in a phone they would give you an $800 credit so I turned in a working phone in the store got a receipt for the phone I was supposed to receive an $800 credit it is now been 15 months I have not received my credit they want to give me $22 a month credit for a year. I want to quit doing business with this company immediately they are holding me ****** so that they can pay out my credit over a period of many months. They unlawfully and wrongfully charged me for a phone that I turned in with the receipt for the phone that I turned in and now they want to pay me out over increments for my credit. I have been on the phone for over 15 months trying to get this refund I have wasted countless hours and been on hold for hours I am done working with this substandard company I want to quit giving them my money immediately and go back to ******* I was with ******* for 19. I have never been so thoroughly disgusted with an inadequate ability of a company to conduct customer ********************** to resolve a problem to admit that they've made a mistake and to refund the customer for the unlawful charges that they applied to in my account.
Business Response
Date: 06/13/2023
The AT&T Office of the President spoke with the consumer on 6/13/23 regarding a notice received from the Better Business Bureau. The specialist discussed the conditions of the promotion. The consumer stated they were not satisfied.
Customer Answer
Date: 06/13/2023
I am rejecting this response because:
they only called me back because I filed a complaint with the Better Business Bureau they have not tried to compensate me for any of my lost wages due to the numerous hours on hold trying to get through to this company to get an answer and it's taken me almost 14 months of being on the phone sometimes on hold for two and a half hours and the company has done nothing to reimburse me or make any kind of restitution for the inconvenience that they have caused me due to their inability to perform their job title or their job duties as required.
Business Response
Date: 06/15/2023
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.
Customer Answer
Date: 06/17/2023
I am rejecting this response because: they did not even offer any type of reimbursement for at least 50 to 60 hours on the phone probably 25 hours on hold probably at least 15 to 20 trips to the store to talk to customer ********************** Representatives they have not madeI attempt to reimburse me for any inconvenience lost ************ time nothing they are pathetic and they know it
Initial Complaint
Date:06/12/2023
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.
My husband went to the *** store in ********* Mall ********* ******. He had a IPhone 12 or 13 **** He owed only one hundred dollars on the phone. They have a current promotion of $1000 dollars off an Iphone 14 if you pay off your current phone. So he pays off his old phone. He leaves the store for 1-2 hours to transfer data and returns to pick up his new phone. When he gets home he has both phones in the bag; he tells me his wife that I paid off my phone; and they took one thousand dollars off my new phone. He tells me it wont increase our phone bill it will go down because the phone is paid off. Today I went into the store; wanting to upgrade my phone; the same as my husband. Well today it is a different story. I paid off my phone; then paid one hundred dollars to pay off the new phone and was told to return my old phone tomorrow when the data transfer was complete. Before I left store I asked the sales associate to check all 7 phone lines as I wanted to see how much was owed on each phone..my husband and I were SHOCKED that he owed One Thousand dollars for his new phone which he bought 37 days ago. *** told us there is nothing they can do; they state it is the customers responsibility to INSURE that they ASK/DEMAND any trade in offers. My husband who is a senior citizen/and Hispanic; English is his second language; thought that is what he was getting. Now we are stuck with two relatively new iPhones that are dedicated to one line (the old one is not in use it is in a drawer). Even today I had to ask the associate to repeat things three times to me as the whole process was confusing and I think intentionally so
Business Response
Date: 07/03/2023
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:06/12/2023
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 or about July 2021, my sons cellphone stopped working. The cellphone was insured through an AT&T plan. We brought the cellphone into the AT&T store and was assisted by a female employee. We received a new phone and we transferred the information off of the broken phone and gave the broken phone to the employee. During the processing of the new phone the employee ported a phone number to our account *************) and began charging us for this number we never used to the sum total of $811.08. We contacted AT&T on numerous occasions until March 2023 when we finally changed phone companies. AT&T representatives said they documented all our conversations. One representative admitted that the AT&T store should never have ported a number to our account and they should has used our insurance to replace the broken phone. On June 8, 2023, I returned to the AT&T store to see if they would resolve my issue of a continued billing of the ported number. The store manager said he could not stop the billing and we would have to go to a corporate store. I went to a corporate AT&T store and spoke with a manager. I was advised that the ported number was still being billed to me and the representative who ported the number to our account should not have done that. The representative said that I would have to go through AT&T corporate to resolve my issue ; however, he did say I should receive a refund for the past three years paying for a number we never used. According to all the AT&T representatives all our conversations regarding this issue is saved and they can retrieve them. The attached photo is of a bill notating phone number ************ and showing that AT&T was charging us monthly for a number we never used.
Business Response
Date: 07/03/2023
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.
Customer Answer
Date: 07/03/2023
I was contacted by an AT&T representative immediately after contacting the BBB. The AT&T representative was extremely helpful and I do believe she (******) did her due diligence in regards to researching all the information and facts regarding my complaint. Yes, I am extremely satisfied with that part of my complaint/investigation. However, according to ************** will be receiving a refund of $1,106.75 (I might be off a few cents). I am requesting that my file remain open until I actually receive this refund and it is deposited into my bank account.
Customer Answer
Date: 07/11/2023
I have reviewed the business response and accept this resolution. I was contacted by an AT&T representative immediately after contacting the BBB. The AT&T representative was extremely helpful and I do believe she (******) did her due diligence in regards to researching all the information and facts regarding my complaint. Yes, I am extremely satisfied with that part of my complaint/investigation. However, according to ************** will be receiving a refund of $1,106.75 (I might be off a few cents). I am requesting that my file remain open until I actually receive this refund and it is deposited into my bank account.
Initial Complaint
Date:06/12/2023
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.
Let me just say that NOTHING comes easy with this company and I think I have hit rock bottom with them and ready to move on from this company. We have been loyal customers for over 15 years and time after time its complaint over complaint. This isnt my first BBB complaint against this company you would think something would have changed by now. I submitted my device from trade in in October of *************************************************************************************** department who confirmed receiving of my device. It is now over 6 months later and nothing has been credited to my account. They advised I would have to call in as it has been over 45 days. Why is it that customers need to chase you guys for their money? I shouldnt need to follow up or waste my time to have to ask you guys for my money. Do better or youre losing your business. Time after time I have had to chase you guys for refunds and credits to my account
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 and email on (By phone 06/12, 06/14, 06/16, 06/21, 06/22 and 06/26 and by email on 06/14) 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:06/12/2023
Type:Delivery 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 14, 2023, I order 5 cell phones with the AT&T In Home Expert. The phones were ordered but never were delivered to me. AT&T charged my credit card $819.80 but now won't return the money to my credit card. March 14th Account Number ************. I provided them a tracking number showing the phones were never delivered to me. My phone number is ************. The In Home Expert cancelled this order and I order another 5 cell phones which I received and are in service. I have been working to resolve this issue since March 14 but so far AT&T personnel have just given me the run around
Business Response
Date: 06/20/2023
The AT&T Office of the President spoke with the consumer by phone on 06/13 regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer further via email. The specialist verified the disputed charge has been charged back and refunded to the original method of payment. AT&T referred the consumer to their card provider for further assistance. The consumer stated they were not satisfied.
Customer Answer
Date: 06/20/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:06/12/2023
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 ordered 4 new phones from AT&T yet they continue to keep charging my accounts for the phones that still havent shipped. Daily Im told my order is in hold and the phones wont ship. Im trying to switch my service to AT&T yet Im beginning to think its a mistake
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:06/12/2023
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 or about February first, AT&T had a promotion for an upgrade. I could get the ******* Galaxy S23. Ultra with $1000 off any trade in.Any condition? The phone I used was a Galaxy Note 9 which met their criteria. The S23 wasn't released yet. It was a pre-sale, and the phones were due to ship around February 21st.The phone's actually, we're released a little bit early. And I actually got the phone February 13th on February 14th. I mailed my old phone. The Galaxy Note nine, which was part of the trade and deal with the supplied tracking information that was supplied with the new phone with instructions of how to return the old phone. I retained all information about the old phone. I have the **** I number and the tracking information for the old phone.It moved through the ** postal service network. Couple days and then stopped which prompted me to call customer ********************** around February 26th or 27th. Cause I felt something was wrong with the shipment. Because shipments usually shouldn't take longer than 3 or 4 days to get across the country. And it's already been 2 weeks. I am aware that the process could take up to 90 days according to the fine print of the contract I signed. upon calling AT&T customer ********************** on the 26th or 27th. I just wanted to a make it note that. Hey, I think something wrong, they assured me everything's fine. It could take up to 90 days. It usually it doesn't take that long, but. Give it some time, everything's working accordingly. And I should see my bill credits very shortly. It is now been a 120 days since the traded. I've been in contact with them 14 days after I noticed that I think there might have been an issue. But now they're telling me there's nothing we can do It has been too long, but in reality, I've brought this issue up 2 weeks. And to me noticing there might be something wrong. I have all pertinent information tracking numbers. There's more info in this matter but I'm out of characters to finish My complaint.
Business Response
Date: 06/23/2023
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: 06/23/2023
I have reviewed the business response and accept this resolution. It's disappointing that I had to take my complaint as far as I did. But good news is the matter was resolved promptly.
Initial Complaint
Date:06/12/2023
Type:Order 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 have a complaint for a call that was taken by ***************: MQHF8 he refused to put me through to his manager and said the reason was because I had asked to be escalated twice before - he was extremely rude, over talked me and hung up the phone in my face. He specifically said he was the highest person and if I were to hang up and call back I would only get him, he also said that he was following policy. I have been an AT&T customer for a long time and he was not professional at all, I need an extension on my bill, can you please contact me asap.
Business Response
Date: 06/12/2023
he 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:06/12/2023
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 sent out an "in home expert" to our home who very effectively got ** to switch our existing mobile phone lines to their service. He told us that we would no longer owe anything to ******** and that our old phones would be taken care of. He even asked us how much we still owed on our phones and said that it wouldn't be a problem. We asked him multiple times about that since we just bought our first home and money is tight right now and he assured us that it would be fine. Now we are being charged ****** by ******** for the remainder of our old phones. I tried asking customer ********************** for a credit and the woman was very cold with me and would not help me at all. Just told me to call the expert. They admitted that he was wrong but refused to make it right. They send the experts to your home so there will be no proof of what is said or promised! Fot at&t to be such a huge business and then let people come into your home and scam you is unbelievable.
Business Response
Date: 06/15/2023
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.
Customer Answer
Date: 06/16/2023
I am rejecting this response because: My complaint was not resolved. I never stated that I was satisfied with the response given.
Business Response
Date: 06/26/2023
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.

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AT&T is NOT a BBB Accredited Business.