Complaints

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

close

Find a Location

AT&T has 2179 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  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:05/11/2023

  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 moved my service on 4/8 but my internet was also changed without my request. I now have faster, more expensive internet that I don't need. I want what I had before the move. I was told this can't be done and I'm forced to pay the larger amount. The account number is **********. The primary account holder name is *********************. Thank you.

  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:05/11/2023

  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 purchased a cell phone from AT&T on May 1, 2023. We received it on May 2, 2023. We were going to port our landline business number to the cell phone because the landline service in our area has dramatically deteriorated and the cost for it has skyrocketed. We were told ports from landlines to cell phones are possible. Multiple problems were encountered during the porting process. The wireless department could not in any way coordinate with the landline department. None of the departments seem to be able to coordinate with one another. After one week and over 20 hours on the phone and a visit to AT&T store, we were told by the wireless department that our business number was completely ported to the cell phone and they disconnected our landline. THE **** WAS NOT COMPLETE. Our customers now get a message "we're sorry the number you have reached is disconnected and is no longer in service." We cannot make or receive calls on the cell phone. The landline is dead. The wireless department said they could not correct the problem until the landline was reconnected. The landline people said the wireless people had to fix it. We told the landline people the wireless people said the phone had to be reconnected. A request to reconnect the line was placed. IT WILL TAKE 5-7 DAYS TO GET THE ***** RECONNECTED. IN THE MEANTIME, OUR CUSTOMERS RECEIVE A MESSAGE THAT INDICATES WE ARE CLOSED. There is NO ONE at AT&T we can contact about this. Everyone is SORRY FOR THE INCONVENIENCE. A disruption of this magnitude to a business is more than an inconvenience.We have had the phone number for FORTY years and want to keep it. We want to port it to a RELIABLE service. AT&T is not maintaining landlines in our area and our business has suffered due to repeated outages starting in October of 2022. The damage to our business caused by this current fiasco is NOT measurable.

  Business Response

  Date: 05/25/2023

  The AT&T Office of the President spoke with the consumer on ay 24, 2023 regarding a notice received from the Better Business Bureau. The specialist offered details on a porting concern and the consumer stated they were not satisfied. 

  Customer Answer

  Date: 05/26/2023

  I am rejecting this response because:   AT&T has lost nothing in this incident and offered nothing but a refund for charges we should not have incurred in the first place. Our business customers received the message Im sorry the number you have reached has been disconnected or is no longer in service at this time FOR TEN DAYS. The reason we ported our land line was because it has not worked properly since October 2022 and we know we have lost business as a result. Customers received the message Im sorry the wireless customer you are trying to reach is unavailable ON A LANDLINE. Calls were regularly disconnected in the middle of a call. There was severe static frequently. These problems could not be corrected after multiple service calls.

  Yes after a complaint to the BBB, our landline has finally been ported to a cellphone. This has taken almost a month and twenty five hours on the phone with every department AT&T has.

  The response, Im sorry for the inconvenience is not sufficient.

  Business Response

  Date: 06/01/2023

  The AT&T Office of the President spoke with the consumer on June 1, 2023, regarding a notice received from the Better Business Bureau. The specialist offered details regarding a rate plan change and the consumer stated they were not satisfied. 

  Customer Answer

  Date: 06/03/2023

  I am rejecting this response because:   

  There is nothing AT&T can do that will ever be acceptable.
  
  
  To summarize:
  
  
  Our landline service deteriorated dramatically beginning in late 2022.Apparently, many phone calls never actually made it through to **,there would be heavy static on the line, phone calls were constantly being disconnected, and there were many days with no service. We estimate that we've lost close to $50,000 in sales so far this year as a result of this problem.
  When six service calls failed to improve the service, we elected to transfer our landline to a business cell phone based on the recommendation of several AT&T customer service representatives. Our business landline service was $85.00 per month through October of 2022. It increased to $150.00 per month after that. So we were paying almost twice as much for a phone that wasn't working seventy percent of the time
  On May 1, 2023, we purchased a cell phone for our business and signed up for a basic business wireless plan that cost $35.00 per month through AT&T. We were told that if we transferred our number to a cell phone there would be no termination fee with our landline contract. The wireless department and landline department were unable to co-ordinate with each other resulting in our landline phone being disconnected before porting the landline number was complete. Our customers got a message that our phone had been disconnected. They received this message for TEN days.
  It was only after a complaint to the BBB that the problem was able to be corrected. The business landline department couldn't do it. The wireless department couldn't do it. They could not work together and do it. It took a representative from the office of the president of AT&T to do it.
  We were credited for an early termination fee of our business landline contract. A fee we were not supposed to be charged in the first place. We were also credited for our landline service for the month of May. A month when we had no landline service as a result of this problem.
  Our first invoice from the wireless department indicated our plan was $85.00 per month. It is a business premium plan which we had never heard of. The representative from the office of the president was able to change it to the plan to which we had actually agreed.
  We were issued a $95.00 credit for our trouble. After just one month of billing on service that did not start until May 24, our $95.00 credit is down to $3.47. I guess there must be a lot of taxes and surcharges. I can't see an invoice so I'm not sure how $35.00 per month could use up a $95.00 credit.
  We have successfully ported our phone number of fifty years to another more reliable service than AT&T. We no longer need the phone. We are past the thirty-day trial period for the phone since it was purchased on May 1, 2023. We want to return the phone for a full refund so all ties to AT&T can be completely severed.

  As stated previously, AT&T has lost nothing in the ordeal. What we have lost business wise remains to be seen. 
  
  

  Business Response

  Date: 06/08/2023

  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. 

• Initial Complaint

  Date:05/11/2023

  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.

  My wife and I signed up for AT&T through a ****** Kiosk in ********, **. The rep told ** that we could save money on our current plan with ******** if we switched over. We decided that we'd like to switch and get 2 iPhone 14 Pro's and 2 iwatch series 8. We had to pay upfront the sales tax for all our devices which totaled $407.50. The following day I noticed that this money was refunded then an attempted charge for $205 had been processed. I called the ****** VIP number to find out why. They said they have an initial charge they do on the day we sign up, then the following day refund, then recharge for the sales taxes. It did not make sense to me why this part of their process and the sales rep never explained this to **. I was charged $205 for both watches and another $205.50 for the phones, totaling $407.50. After looking at my receipt, the sales rep had charged ** for the wrong apple watches and the wrong colors we chose. I asked for a return label and was sent 2, I've included the emails in the supporting documents along with the tracking numbers. Once receiving the devices, we immediately returned them. The tracking numbers, if put in the **** site, shows as received on 4/29 but the email shows the company receiving them on 5/2. I called on 5/2 to inquire about my refund, they said it would take 5-7 days for a refund to be issued. I called on 5/8 and the rep said I should see my refund the next day. I called again on 5/10 and the rep I spoke to said I should see my refund the next day. I called on 5/11 and the rep said they just received the devices on 5/10 and I need to wait 5-7 days for my refund. I spoke to a few different managers after that and they are now telling me the same, I need to wait another 5-7 days. Since the story keeps changing I am not confident we will see our refund. They have the devices, I am in need of my refund. How can this be resolved as soon as possible? This has been a terrible experience and I've just been pushed in circles.

  Business Response

  Date: 05/18/2023

  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:05/11/2023

  Type:Product 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.

  My AT&T account ************, on December 5 2022 I've purchased a new phone for my son ******* S21 on his phone line ************ from an AT&T store in ****************. The salesman ordered the new phone but since the phone was purchased as a Christmas gift I didn't ask my son for his phone back to return to AT&T and get credit back at that time but the salesman said it was ok since I had 30 day to return it and get the credit. I called ATT later and they sent me a shipment label order # ********* and sent his old phone ******* S9 on 12/28/2022 via **** tracking # **** **** 0079n6405 **** 21. Its been more than 5 months and I have not got yet the credit or at least my phone back. I have to call every month and every month is the same rhyme "I don't see the credit but I will issue a credit on your bill, I see your phone being processed and will escalate to the highest to get a resolution" but so far no resolution.

  Customer Answer

  Date: 05/16/2023

  I've received a call from AT&T in regards to the complaint last Friday 12th, I was told this case will be referred to a manager and I will received a call Monday 15th but I nobody has contacted me so far

  Customer Answer

  Date: 05/19/2023

  I've called the person from the AT&T **************** yesterday about the status of the complaint, left a message with my phone number but nobody called me back

  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.

  Customer Answer

  Date: 05/23/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying for over 3 weeks to get AT&T to unblock one of the numbers on my line. I've been on the phone with him approximately eight times in those three and a half weeks. They've passed me around to multiple different people and no one has been able to resolve the issue. The customer ********************** is either completely incompetent or just don't care enough to actually resolve the problem. The line to this day is still suspended.

  Customer Answer

  Date: 05/12/2023

  AT&T resolved the issue today (05/12/23). They fixed the problem and gave a credit to my account. I'm satisfied with the outcome. Thanks for reaching out to them on my behalf.

  Business Response

  Date: 05/12/2023

  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: 05/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/11/2023

  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 bought two new phones with trade on march 13. **** iphone 14 and 999 ******* s23 i send both the trade in device same day with att provided **** label and box. trade in value 800 each the **** tracking said both of them are picked up.after 20 days i receive email said one is received but not the other one.i call att customer ******************** 3 4 times. first time. representative told me it will show the trade in next bill cycle. i waited to the next bill but it still shows one trade in credit back. not the other. then i called again. the other representive told me the device was send to a different department. and she will find it and send me a confirmation email within two day.. but. nothing happened.i waited another one week. and decide call 3rd time. this time the representitive told me they do receive the device. and send me a text. said they received it. and will see in next bill which i received today.it is still not solved.they wont be able to help me. so i have to file a complaint.Account number ************

  Business Response

  Date: 05/12/2023

  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:05/11/2023

  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.

  Within the last year my wife and I changed from ******* to AT&T cellular service. We also upgraded both our phones to newer iPhone models. Since day one, we have experienced significant issues when we attempt to send text messages to non-iPhone users, as well coverage that well below what Ive ever experienced in all my years of being a cellular user. My attempts to rectify the issues both in-store and over the phone with customer ********************** has yielded zero results. Ive been told an array of reasons for the issues which resulted in new E-****, settings, and full resets of both my phone and whatever reset they do over the phone. While researching this issue online, Ive found a mass amount of the same complaint and experiences from other AT&T customers. These issues have resulted in numerous dropped calls and severely limited my ability to communicate pertinent information both in business and personal.

  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:05/11/2023

  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 Wireless has a trade in promotion for Galaxy smart phones. That promotion states to trade in any previous galaxy phone in "any condition" and the buyer will receive bill credits to cover up to $800 toward a new Galaxy phone. I had a Galaxy S10 with a broken screen. I first went to the local At&t store in ***********, ** to verify the promotion. I was told "any condition" just as the advertisement says. Not liking the idea of being on an installment plan, I then went and took the phone to a local phone repair store where I was quoted $250 work order to get it fixed. I then went home and weighed my options. After deciding that night I would trade in for a new one, I logged onto the At&t website and ordered a new phone under the trade in promotion. At&t sent a new phone to my house and sent a return box for my old phone. I sent my old phone in and filled out the questionnaire. I don't remember the exact questions but I do remember it asking if the screen was cracked or broken, which I said yes. At no time was I told that my old phone may not qualify for the promotion. Approxiamately 2.5 months later I get a text message saying my old phone does not qualify and issued just 1 credit of $17.50 for my trade in. I called the customer ********************** hotline and was told the phone didnt qualify because the screen was damaged. I acknowledged that the screen was damaged and that I took it to the At&t store to verify the promotion, and also answered the questionnaire that it was broken. All of which still claimed my phone as eligible. Customer ********************** said there was nothing they could do. Now I am stuck with an installment plan on my At&t bill where I will have to pay $800 over the course of 36 months that I did not want and was mislead and lied into signing up for. And there is no way out of it once At&t decides they do not want to fulfill their promotion. There is no recourse for At&t it seems. They need to honor their promotion.

  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. 

• Initial Complaint

  Date:05/11/2023

  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 representatives at ********************************************************************** location), told ** that if we switched to their service, AT&T would take care of any remaining balances owed to our old service provider, ******** I told the AT&T representative that I had just recently signed up for a phone from ******* (the month prior) so I wouldn't consider switching services. The representative guaranteed - no-strings-attached - that AT&T would take care of my old phone's standing balance with ******* if I switched over - and I would receive the same phone from AT&T at no cost. I received the new phone, but upon trying to coordinate the return of my old phone with *******, other AT&T representatives informed ** that AT&T does not perform this service. ******* has now charged me for the full cost of the old phone, $903.49.

  Business Response

  Date: 05/18/2023

  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 5/12, 5/16 and to date has been unsuccessful. Office of the President sent an email on 5/18/2023 outlining process forward with our vendor team for resolution. Please reach out directly to Office of the President with any questions. 

  Customer Answer

  Date: 05/18/2023

  After receiving communication from the office of the president, I have responded with an email on 5/17. On 5/18 (today) I received a reply saying the case was escalated to a different team. I am now in talks with someone named ******. Nothing is at yet resolved.

  Customer Answer

  Date: 05/18/2023

  I am rejecting this response because: nothing is at yet resolved. I am still talking with AT&T representatives.

  Business Response

  Date: 05/25/2023

  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.

• Initial Complaint

  Date:05/11/2023

  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.

  On 4/24/23 I purchased 2 new phones a watch, 2 screen protectors and a phone case from store #**** with ************* 4/27/23 I returned the accessories and was due a refund of $*****. When the refund was put through it was put through as a authorization not a refund per my bank. I went back to the store because I never received the refund. I went back to the store and spoke with the store manager. He stated he put a note on my acct so it can be handled as priority and told me to call retention opposed to calling himself while I was there. I put in a dispute with my bank. I have spoke to the store manager and my bank to confirm I did not receive the refund. On 5/10/23 I was informed by my bank that At&t has not responded. I called and spoke with ***** in retention she couldn't help me after stating she could and had her supervisor call me back. I received a call from ***** she stated I needed to speak to sales and transferred me to direct TV. I had to call att back where I spoke with *********. While on the call with him I call3d my bank to confirm he offered me a $50 credit on my bill and said he supervisor would call me the next day her name is *******. He also stated no one documented my acct. Each person I speak either I have to constantly repeat the issue. On 5/11/23 I received a call from ******* who was speaking with collections and was told that I was issued a prepaid ***** She transferred me to collections where I spoke with ********. She stated all she could she one was generated but there are no notes as to why it was sent on 5/4/23. She said I should speak to rewards and rebates. They also were no help because this had nothing to do with them. At this time I am out of *****. I have no card and att has not put the money back in my acct. Not one person has given me any answer no email saying I will be getting a prepaid card no one knows anything.

  Business Response

  Date: 05/12/2023

  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.