Business Profile

Mobile Phone Service

AT&T

Headquarters

This business is NOT BBB Accredited.

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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

45,410 total complaints in the last 3 years.
12,663 complaints closed in the last 12 months.

If you've experienced an issue

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:05/16/2023
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.
5/16/2023 AT&T land line ************ not working again. Call AT&T at ************; and the obnoxious woman told me I haven't pay my bill which is a total lie. I asked for her ID; she laughed and disconnect call.
Customer Answer
Date: 05/22/2023
AT&T refuse to resolve issue for ************ not working; no dial tone, just statics. And local tech ***** at **************** and ***** at *************************** at ************ won't return call. TXT from AT&T below: "Appointment was schedule for tech but tech never call or came by.We confirm that your appointment is now tomorrow. Ticket NC113464. Bye for now, AT&T. Text STOP to opt out of receiving updates about your services. Hi, it's AT&T. So we can better assist you, please text us back if you want to KEEP your appt or text FIXED if your problem is resolved. Thanks for confirming. We'll see you then. Please make sure someone over 18 is available. Thanks, AT&T. Morning! Our tech is scheduled to arrive today. Please reply FIXED if your service is up and running. You should expect to receive a call from the technician prior to their arrival." Technician NEVER called or came to address to fix issue. Land Line still not working. At exactly 7 pm 5/17/2023, the appointment date this was sent by AT&T "Hi, it's AT&T. We are very sorry but we won't be able to make your scheduled appointment today. You are rescheduled as a priority for the next possible day. To view your appointment status go to att.com/phone"
Contact by the business; Repair; Billing adjustment
Business Response
Date: 05/24/2023
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:05/16/2023
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.
Our home phone and internet have been out for 3 days. We have called AT&T on our Consumer Cellular phone only to be sent to one department after another, telling the same thing over and again. Our AT&T phone and internet service goes out approximately three times a year. This is an ongoing problem that for some reason is not getting fixed this time. Account number *********. Home phone number ************.
Customer Answer
Date: 05/16/2023
AT&T called my cell phone today after speaking with my wife this morning. AT&T said, "oh, it's your (router/modem) thing. We're going to ship you a new one." That is one of the solutions AT&T decides is 'the fix'. And it is always a temporary fix. Now we will wait to receive the shipment, set it up ourselves AND we have to make arrangements to ship the bad one back to AT&T. During this time we are missing calls for farm business, medical, etc.
Business Response
Date: 05/31/2023
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:05/16/2023
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.
07/09/22 - I was told by an AT&T representative at ****** if I switched from ******* wireless (my wireless bill was $55/mo unlimited everything) to AT&T (wireless bill at $75/mo) that I would receive a 25% discount ($18.75) since I had AT&T fiber internet. I was told that my 25% discount would show up on my billing statement after 3 billing cycles. I was also told that if I had auto pay or wireless billing that I would receive an additional $10 discount. I am not receiving the promised discounts and i cannot get this issued fixed with AT&T. I have spent at least 14 hrs on the phone talking to multiple people. I have an email dated 11/28/22 from ************************* (Office of the President) confirming my discounts I am supposed to be receiving but I'm still not receiving my promised discounts. After not receiving my discounts i have emailed ******************** and left voice messages but she is not returning my calls or emails. I would have NEVER switched from ******* to AT&T to pay more for wireless phone service.
Business Response
Date: 06/12/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 06/12/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 06/12/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 06/15/2023
The AT&T Office of the President spoke with the consumer on June 15, 2023, regarding a notice received from the Better Business Bureau. The specialist offered to provide a slightly altered promotion that would equal the disputed amount for the duration of the complainant's service agreement. The customer accepted but remains unsatisfied.
Initial Complaint
Date:05/16/2023
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 early March of 2022, I traded in my ******* Galaxy 10 plus for the new flip phone because you were running a promotion for a new free phone. I was told by the representative that assisted me that it would take 2-3 months for the credits to start showing on my bill. To date, 14 months later, and having spent hours on calls with billing, I have yet to see this credit. Not only did they take a perfectly good working phone in pristine condition that I could have sold for a few hundred dollars, but I am also paying twice what I used to. Every time I call to get help, they say they are going to escalate to a manager, and I never hear back. I have been put on hold for almost an hour at times or the rep disconnects me. One rep told me they dont see anywhere where I traded in a phone. This was contradictory to what I was told the first two times I called. They said they had everything, and it would just take a few months to start seeing the swap credit. The exchange was made in the **********, ** store with a *************************. As you can probably guess, I am very frustrated after all this time and would appreciate any assistance you can offer to finally resolve this matter. My next step is to pay off the phone and switch to another cellular service. My old number was ************ and my new cell number is ************ if that helps you in any way. Thank you
Business Response
Date: 05/22/2023
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: 05/22/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/16/2023
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.
Called ATT in early March 2023 about a leaning utility pole in my backyard. They sent a technician out and they took pictures and said a construction crew would be out soon to fix it. Now, 2 months later(todays date is *** 16,2023), no crew has been out to fix the pole. I call 2-3 times a week and i get the same answer every time. They say they escalate my situation to a supervisor and field managers and say they will call back in 24hours and no one does. The utility pole is leaning and has dry plant material all over it which makes it a fire hazard which i explain this to each technician i speak to. To this day i have not had this resolved. The picture i uploaded is from February 2023. All the plant material is now brown and dry.
Business Response
Date: 05/30/2023
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:05/16/2023
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 is the worse ever we purchase our phones back in February they promised a discount because I work in the Healthcare field but since then every month I have to call them because my phone bill is extremely high nothing near of what they said it will be I am tired of dealing with them every month with no results. They even told me to take my badge to the store so it can be uploaded I did that then they sent an email asking for more info I uploaded my pay stub and now they are saying they cannot approve me this is ridiculous why? I need someone to contact me and to fix this issue as soon as possible. We never had this issue with ***** mobile I actually regret leaving boost mobile their service and connection is better than AT&T.
Business Response
Date: 05/17/2023
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:05/15/2023
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 am writing to file a formal complaint against AT&T regarding the frequent internet outages that I have been experiencing since October 2022, which are significantly impacting my ability to work from home and earn a living. Furthermore, I believe AT&T's monopoly in the area is exacerbating the issue, as there are no comparable internet service providers available for my address. Unfortunately, I am not alone in this ordeal, as many households in my neighborhood are experiencing similar issues.The frequency and duration of these outages are highly concerning. Despite numerous attempts to address the problem by contacting AT&T's customer **********************, the issue remains unresolved. AT&T representatives have provided no satisfactory explanation or resolution to the recurring internet disruptions.What is particularly troubling is the lack of alternative options for internet service in my area. AT&T essentially operates as a monopoly, leaving customers with no comparable alternatives. This lack of competition further exacerbates the issue, as there is no incentive for AT&T to prioritize and improve their services. Consequently, customers like me are left stranded without any viable options to switch to a more reliable service provider.I kindly request that the BBB intervenes in this matter to ensure that AT&T addresses the ongoing internet outages and takes steps to prevent their recurrence. I urge you to investigate AT&T's monopolistic practices, as their lack of competition in the area contributes to the subpar services experienced by many customers.I seek the following resolutions:1. An immediate and permanent solution to the internet outages, ensuring a reliable and uninterrupted internet connection.2. Financial compensation as the service I receive doesn't match the cost.3. An investigation into AT&T's monopoly practices and the exploration of options to introduce competition in the area, providing customers with a choice of reliable ISPs.
Business Response
Date: 06/05/2023
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.
Initial Complaint
Date:05/15/2023
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.
October- November I traded 5 phones in on a promotion to upgrade my phones 4-iPhone 11 @$800. Each -$3200 and 1 iPhone XR @$300 I upgraded to iPhone 14. Total promotional credit of $3500.00 they said it could take a while to come off bill to lower phone payments. So I contacted ATT around March questioning my credits, they said they didnt receive phones, I supplied shipping info on all the labels they sent to be to use to send phones back, when I called to register trade ins she told me what phone goes with each label so I send in correct boxes. When I supplied info they changed the story and said I shipped them to wrong location, the location I sent them to were the supplied shipping labels from ATT so not sure how it can even be my fault. Ive been told they never received them, *** been told I didnt register trade In promotion correctly, but Ive been told by all 6-8 people In loyalty department that Id spoken to that its not my fault that they supplied wrong labels and that someone in ATT didnt do their job correctly but they will not fix the problem. I have a total of 12 hours on phone getting transferred to who know how many departments and been told they have investigated situation a and that they see where mistakes were and that I will get my credits, boss just has to sign and then back to square 1. Ive been told to switch carriers because ** getting treated unfairly from ATT loyalty department. *** asked them to send my phones back and they said sorry not going to happen. So I guess the problem is they took my phones wont give me my promo credits and said theres nothing I can do. I need this taken care of *** never had a problem with ATT till now and I did this and changed plans to save money now I cant afford it. My family is being treated unfairly for a ATT employees mistake Thank you Acc# ************ Phone# ************
Business Response
Date: 05/22/2023
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:05/15/2023
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.
Contacted ATT customer ********************** starting back about a year ago about poor cell phone service with dropped calls and no internet service. Recently started contacting support again. First time last month was told a tower was down was the reason. Second time calling was told they had a major problem and would be fixed following day. Third time was told the service was just not good in the area and would be contacted by a support team. Never again contacted and service is Terrible. We use to have good service but no longer the case. It seems it got a lot worse when they switched to 5g but cannot get answers. We have 6 phones on the plan and pay a high bill for no service on the devices. Would really like to resolve this issue. Its all the time and getting worse. They want ** to spend more money on a booster, but why has the service went down so bad over the year. Shouldnt have to spend more money when they are the reason for the poor service problems and no explanation.
Business Response
Date: 05/17/2023
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: 05/17/2023
I have reviewed the business response and accept this resolution. As long as it is confirmed that each line will be payed off
Initial Complaint
Date:05/15/2023
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.
Please see attached links for AT&T fraudulent claims. They refuse people their claim that you can transfer your prepaid AT&T phone number to a postpaid phone. I spent at least 5 hours trying to get this done. I drove an hour and a half round trip to the store because I was told they would do it. They said they get an error and sent me to the website. I have been sent back and forth 8 times between chat, phone support, website auto help and the corporate store and at one point support told me to go back to the store and tell the employee how to do it. I have never before been asked by a company to learn a procedure so I can train their employee how. I asked multiple times for the support person to contact the store directly. They ignored every request and told me to contact them even after I was very clear that I had done that twice and the store refuses. Finally what I was told was that I have to go to another carrier to "port in" my number from AT&T to them and then cancel that line and "port in" back to the new line on my AT&T post paid account. Again, I have never been asked by a company to spend money at a competitor so that they don't have to fix their tech issues.
Too big to fail comes to mind.
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Business Response
Date: 06/13/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 06/16/2023
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 5/30 and to
date has been unsuccessful. AT&T completed the requested resolution. We
believe this should fully resolve the consumer's issue.

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AT&T is NOT a BBB Accredited Business.