Complaints

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

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  AT&T

  208 S. Akard St. Dallas, TX 75202

• 

  AT&T

  3417 Murdoch Ave Parkersburg, WV 26101-1004

• 

  Active Communications - AT&T

  20 Market Street, Unit A Glenwood Spgs, CO 81601

• 

  Active Communications - AT&T

  94 Market Street, Unit 102 Eagle, CO 81631

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  AT&T Arkansas

  1401 W Capitol Ave STE 420 Little Rock, AR 72201-2936

  

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:05/12/2023

  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.

  AT&T erroneously and outrageously billed me! And they just charged to my credit card cos Im on *******! They charged ****** when my monthly bill shld not be be more than $40!

  Business Response

  Date: 05/23/2023

  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.

• Initial Complaint

  Date:05/12/2023

  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.

  Preorder the phone with AT&T and new phone arrived by ***** February 2023. Traded in the phone under promotion $1000 in bill credits for 36 months.Submitted phone by 27 February 2023.At&t Traded-in department confirmed that they received the phone by 28 February 2023.Never received any credit for the traded in phone.Try to contact AT&T for credit but always said "it will show up on next billing cycle."

  Business Response

  Date: 05/16/2023

  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:05/12/2023

  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 contacted AT&T on 5-10-2023 to let them know I noticed I have been being charged for an additional phone line for over a year now. The phone line hasn't ever been used and they were able to confirm that as well. They told me this was indeed wrong and unethical. They then transferred me to talk to someone in the loyal department who then told me they were trying to give me credit for all the payments that I made but all the codes they put in wouldn't allow for the credit and there was nothing they could do about it. I recorded the call as well. I contacted AT&T when my phone was stolen on April 20, 2021 and was informed that it would be best to not file an insurance claim but to get a new phone and open a new line and close the old one. They informed me that they would transfer my number to the new line and close the stolen phone line because they were running a special. They never closed the other line and it remained open. I didn't realize this line was on my bill and that I was still being charged because I have 10 lines. My phone number is ************ and my AT&T account number is ************ I have given them $40 a month since 4/20/21 for a line that should have been closed and wasn't ever used. I could have just paid the $250 for the insurance claim overtime vs doing this which was an option but was told could just upgrade to a new phone with the special vs filing the insurance claim.

  Business Response

  Date: 05/16/2023

  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:05/12/2023

  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.

  (Wireless account ************* I traded in 3 devices and mailed them to AT&T on January 6, 2023. They failed to credit me for the trade in's and on my initial call they advised everything was ok and the credits would be there within 2 billing cycles, The credits did not appear and I contacted them again and also provided proof that I had mailed everything. They then advised everything would be ok. 1 month later they still had not credited me, I called again and they issued "3 ticket numbers" they then took another month to resolve only 2 of my 3 cases even though they notified me all 3 were resolved. It is now May 12, 2023. and I have not received proper credit. I am beyond stressed, I spent countless hours dealing with them on the phone, my time is valuable, and they have wasted over 8 hours of my time during these last 5 months. I am irritated and disappointed at the lack of customer service. I provided all information and proof requested and was only advised "maybe the trade in department lost your phones because they get hundreds per day".

  Business Response

  Date: 05/15/2023

  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.

• Initial Complaint

  Date:05/12/2023

  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.

  phone was ordered 12/15/22 order#**-7784011772210801 using trade in promotion to send my phone back and receive $1000 credit. Phone was shipped on 12/**/22 back using their shipping label. =Called 1/20/** as never received credit for the phone and they said it would take 2-3 billing cycles but they did receive my phone-spoke to ***** that day. Called 2/16/**, spoke to **** who confirmed phone was received and that they would call me back after crediting the acct, never received call back. Called 2/24/**, spoke to *** and this is a trending issue, will definitely receive my money by March bill and they would make my payments retroactive for the last 3 months. Called 3/30/** spoke to *** said they received the phone and it would definitely be fixed by April. Not fixed on April bill called 5/12/** asked to speak to a supervisor and told I would receive a call back as none are available. They have clearly stolen my phone at this point that I could have sold outright as it was fully paid off and they are not giving me the promised credit owed for my phone. I have been a client for at least 18 years or more.

  Business Response

  Date: 05/19/2023

  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:05/12/2023

  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.

  I had horrible experience with AT&T as current customer first I receive wrong phones, Costumer services not resolving my problem, and I received 4 wrong phones, and they did not credit me for 2 of them as trade in phone and they kept saying we text you a massage one time on Jan as warning and I lost 800$ for 2 phones because of their horrible communications no one of their agents on chat or over the phones mentioned why I was billed higher and why I did not get credits for 2 of my lines

  Business Response

  Date: 05/22/2023

  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 05/15, 05/17 and to date has been unsuccessful. The specialist attempted additional phone calls on 05/19 and 05/22. To address this issue and for account privacy, it would be beneficial to speak with the consumer.

• Initial Complaint

  Date:05/12/2023

  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.

  AT&T has this scam screen protector program. Was scammed out of $120. I bought 4 screen protectors total for two iPhones 2 screen protectors for the front and two camera screen protectors for the back. When I bought these screen protectors at the store, I was told by the associates they were life time guarantee, no hassle, free replacement screens. These screens were the equivalent of $4 screens you can buy at Amazon instead you pay 10x the price expecting to have a lifetime guaranty. Note that it says ATT branded screens and were advertised as ATT and not third party. Well the first screen replacement I got for my phone was replaced free. Then I came back a few months later for my wifes phone and am told that ATT is now implementing a $8 charge per screen replacement. So equivalent to 2 new screens on Amazon. This is 100% a SCAM and I cant wait for a class action infact I am calling lawyers to see if one will take this case. I was scammed out of $120 by ATT through misleading false advertising. Even the manager of the store apologized and said theres nothing she can do its a new corporate policy. Ive been a customer for 9 years this shady ********************** practice has pushed me to go to ******* after this contract. I hope they get sued for millions. It wasnt until I got scammed by them that I did research and realized Im one of many people that fell for this scam.

  Business Response

  Date: 05/15/2023

  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: 05/15/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/12/2023

  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.

  AT&T continues to contact me about a wireless account that I NEVER opened. I tried in the past to report it has fraudulent but the number they provided, I could never reach anyone, it referred me back to the customer ********************** line. Then, I received a call from them again 2 days ago saying I owe them over $1000 on an account in my name that was opened in January 2023, which they closed in March 2023 for non-payment. I told them again that I never opened an AT&T wireless account an the problem was a fraud. This time, they agreed to file a fraudulent account on my behalf. Now they are emailing me, my name is misspell on their documents, to submit my ID, and other personal things so that they can process the fraud application. But I am refusing to give them my information because I think that someone is still trying to scam me.

  Customer Answer

  Date: 05/15/2023

  I found this in my old emails from AT&T and it shows that this person was sent a phone, and my email address was used for correspondence.

  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.

  Customer Answer

  Date: 06/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/12/2023

  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.

  Between March 10, 2023 and April 10, 2023 I had NO service on my AT&T land (residential) line *************). The company was aware of the outage when I called it in and said they were resolving it. After receiving no updates and no service for nearly 29 days, I contacted AT&T again and they sent out a technician, who fixed the line although it was not a clear connection, on April 10. I immediately began receiving robot calls to my land line from AT&T stating that I owed AT&T money. On April 17th I called support, spoke to service agent **** and told him the situation. He agreed to wipe out my entire AT&T phone bill in the amount of $166.41. I then had an automatic payment sent to AT&T in the amount of $71.42 on April 22nd (this bill is on auto pay). AT&T sent me a letter stating that they were going to cut off my phone service, which I ignored because **** had assured me that the bill was zeroed out. On May 8th I discovered my phone service was terminated. Based on my math and the promise of their agent, AT&T owe me money and disconnected my phone service in error. I called and spoke to 2 of their agents on 5/10 and they said they could see a "pending" credit on my account from 4/17 but I would have to pay their fees to have my service reinstated. I asked to speak to the manager. They said a manager would call me; I received no call back, it has been 2 days, and I am still without land line service. I want a full refund on my overpayment on this account. I want my land line service reinstated without cost to me. And since I live in an area where there are NO cell towers, I want to speak to ********************************, the Chief Strategy and Development officer of AT&T. I have been a shareholder in that company since its spinoff in ****, and I would like to discuss with him how they are planning to support the 37% of ********* who still pay to be supported on land lines (May 2021, Statista report). Because what I truly desire is AT&T's commitment to service.

  Business Response

  Date: 05/26/2023

  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 May 15, 17 and 25 2023 and to date has been unsuccessful. AT&T completed the requested resolution. We believe this should fully resolve the consumer's issue.

• Initial Complaint

  Date:05/12/2023

  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.

  In approximately the last month-6weeks the phone service in my area, *****, ** has diminished to the point of being non-existent. It seems worse in the evenings. Everyone with AT&T in my subdivision is having the same issue including 2 family members. Our cell phones have become worthless at least 50% of the time. ATT seems unconcerned and nothing is being done, except we keep paying bills for worthless service. In addition, the treatment of elderly customers by AT&T borders on discrimination. When calling for help you can only get help if you can click a link, many seniors do not have internet and cannot click a link. In addition when a senior calls with a problem not only do they not fix the problem they go into sales tactics that confuses seniors. My account # is ************

  Business Response

  Date: 06/06/2023

  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.