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

  1809 Central Park Drive Unit 206 Steamboat Springs, CO 80487

• 

  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:03/29/2023

  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.

  My wife and I upgraded our devices based on a promotion in October; turn in a device and receive $1,000 towards your new phone. The new phones will be billed over 36 months at 0% APR. I would have never upgraded if I hadnt been offered this deal and neither would my wife. We only upgraded due to the credit being offered. We sent in our iPhones in the supplier boxes as instructed. It has been 6 months and we have not received the credit we are owed. We are owed $2000 in credits, or $324 to date if its credited on a monthly basis. This is unacceptable as we did everything we were instructed to do MONTHS ago and our ******************* hasnt changed. We have CALLED and CALLED and CALLED and are assured someone will look into it and each time the case/ ticket is closed with no assistance or no explanation as to why. This is on a scam level of attempting to wear down a customer until they give up. There should be punitive damages owed to AT&T customers who have gone through this process and wasted as much time as we have, just attempting to get what we were promised. I am also attaching a picture of other people who are saying the SAME THING online.

  Business Response

  Date: 04/03/2023

  The AT&T Office of the President spoke with the consumer on 3/29/2023 about their concerns. The specialist completed the request, and attempted to reach the customer by phone and email on 3/31/2023 but was unsuccessful. AT&T believes this should fully resolve the customer's issue.

• Initial Complaint

  Date:03/29/2023

  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.

  *** attached my full complaint and history in the documents section. The issue started in August 2022 and has continued until now. Basically being charged for a phone that was supposed to be free with an eligible trade in which AT&T confirmed multiple times was eligible. At this point we need to settle things and the way it can be done is as follows: 1. Confirm the ******* Galaxy Z Flip4 in possession is now free and clear of any additional payments and/or charges 2. Refund the past installments of the phone from November when the Galaxy S8 was in AT&Ts possession

  Business Response

  Date: 04/06/2023

  The AT&T Office of the President spoke with the consumer on 03/30/23 about their concerns. The specialist completed the request and attempted to reach the customer email on 04/03/2023 but was unsuccessful. AT&T believes this should fully resolve the customer's issue.

• Initial Complaint

  Date:03/29/2023

  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.

  Back in June 2022 we changed our plan due to an increase in a plan that we were grandfathered into. At that time we were told that her current discount with working in a hospital didn't apply as she wasn't a nurse. So we switched it to her also being a teacher. That is a 20% discount that should be applied monthly. Every single time I inquired about the discount, I would get the run around or just plain ignorance. I finally was able to get someone that understood and someone to take action and case number ********** was initiated. At first it was denied because they didn't go back that far. They offered me a credit, but it wasn't anything close to the over billing since June 2022. So they reopened it, or so I was told. I've yet to get a resolution. I believe the discount is to be on the one line which is $75 before taxes so that would be a $15 credit monthly on the first line. We are now on the 11th month of not receiving this discount. This is associated with ************ and ************

  Business Response

  Date: 04/03/2023

  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: 04/04/2023

  I have been given a credit for the prior months and ***** at ************ has advise that the discount is in place for upcoming months.  She stated that it's under the Nurse's discount instead of the teachers but she didn't want to change it as it might cause an issue.  Regardless, it's the same discount and ****** works at a hospital and is a teacher.

• Initial Complaint

  Date:03/29/2023

  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 placed a call on March 28 around 10:25 AM and spoke with a guy that transferred my **** to international day pass department and the car was dropped. I called back and waited on hold again for a representative and explain to her. Whos name is **** that the call dropped And is already starting off wrong. She did not acknowledge the fact that I just explain to her that I was hung up on had a nasty attitude and stated to me a quote first of all what is your name? I explain to her that that was rude, and she became argumentative. I have had nothing but issues with this phone company since I transfer my service from ******** We have constantly had to file complaints. Our services have not been provided as stated in the contract or promised customer ********************** is rude, disrespectful and unprofessional and I hate we left our previous company. I called to get a package so that we could travel internationally which involved paying more money to your company and this is how we get treated. Since I disconnected the car because no one deserves to be talked to in the manner that I was, we have no international package to travel and have access to our phones. Moving forward in hopes that this is rectified before I leave the country upon our return we will no longer have the service again. Ive had to file too many complaints, and your people are downright rude.

  Business Response

  Date: 03/29/2023

  The AT&T Office of the President spoke with the consumer on 03/29 regarding a notice received from the Better Business Bureau. The specialist offered to go over international travelling options and the consumer declined. The consumer stated they were not satisfied.

• Initial Complaint

  Date:03/29/2023

  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 was continuously overcharged by AT&T for my phone line. The store employee who I purchased the plan through said insurance was free. Prior to the first billing cycle I noticed I was being charged for insurance and other add ons, nothing I ever added. Reached out to AT&T, and they told me the add ons would be removed (next billing cycle). I felt that was wrong because I never added them to start. The next billing cycle there were still multiple add ons and had to go through multiple employees to FINALLY get them removed from my plan. I ended my service, removed my auto pay, sent notice no debits be taken from checking further. Made clear was fine having my bill sent to collections so I could request an itemized bill and provide my proofs. Nothing has helped..AT&T has already in the past week attempted taking $149.53 from my account. Now Ive figured out how to block them but am outraged this company operates. Not just this but theres so many blogs about people being dragged around trying to apply their affordable connectivity program benefits which I also had to deal with. It took AT&T Four hours and multiple representatives to then tell me supposedly they couldnt do it on their end so I needed to call ACP, already been approved for. Eventually AT&T said well connect you with our benefit specialist (on THEIR end) not mine. Overall company is money hungry , locks you into their contract and up charges your bill, hoping youll pay to retain service. Never again!

  Business Response

  Date: 04/10/2023

  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 March 30, April 3 and 5, 2023, and to date has been unsuccessful. To address this issue and for account privacy, it would be beneficial to speak with the consumer.

• Initial Complaint

  Date:03/28/2023

  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.

  Already filed formal notice of dispute and arbitration advised account would not incur any interruptions for 14 days while resolved they sent me text stating it will disconnect on 30th which is wrong They owe me $500+ they overbilled me for 2 years without applying military discount then advised they would be applying $100 credit plus $86 in class actions fees whether agent misspoke or not is not my concern based upon their assertions we upgraded line and were anticipating no down payment due. Absolutely disputing bill entirely should be $0 due right now

  Business Response

  Date: 03/29/2023

  The AT&T Office of the President spoke with the consumer on 03/29 regarding a notice received from the Better Business Bureau. The specialist offered to review credits that have already posted to the account and the consumer declined. The consumer stated they were not satisfied.

  Customer Answer

  Date: 03/29/2023

  I am rejecting this response because:   Condescending and untrue they overbilled me years plus lied several times keep these class actions coming

  Business Response

  Date: 03/31/2023

  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:03/28/2023

  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.

  It has not been 1 year and this is my second galaxy zflip4 with same issue. August 2022 I had an upgrade. It was time for a new phone either way. I was interested in this one. Got it "brand new" paying over $120 monthly. Had a horrible internal defect issue / damage. The phone never dropped. Never was near water. Nothing. Spent over 2hours on the phone back &forth with at&t to then get transferred to the warranty department to then tell me there is no other option that doesn't require me to pay any fee other than getting the same phone but as certified new. This is all after 2 reps told me i was not the first or second or third customer reporting the same issue. Rep told me the manufacturer ********* has been getting several similar complaints and they are working on it. Because of this I told them and the warranty guy that I do not want this phone and highly do not feel comfortable with getting the same phone. Asked if they had another option / another phone with same price that they can offer me. Answer was no. I had no choice but to get the certified same phone! Warranty guys promised they won't charge the over $970 for the "internal defect/damage" caused by the phone itself but instead they charged me. Of course we had to phone (as usual) to fight it and we were reimbursed as they knew it was not my error. It's the principal that drives me insane. The time waisted. The stress this has put on me. I was not mentally straight to focus through out the day just overthinking about the frustration they've put me through to not freaking help me with another option other than forcing me to get the same dam phone. Where's the customer support? 20 plus years having ********************** along with having 10 lines with them and this is how we get treated ? This certified phone is giving me the same issue. A bright (not safe for eyes) light blinks from time to time. There's a dark line in the middle with weird green red colorish showing. & again, the phone has not fallen, or was near water.

  Business Response

  Date: 03/31/2023

  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.

  Customer Answer

  Date: 03/31/2023

  This has NOT been resolved. In stead worse things has happened. 

  Customer Answer

  Date: 04/03/2023

  I am rejecting this response because:   there has not been a resolution for my issues that have been ongoing for a year now. Im cslling the bbb # and noone is available.  How unprofessional  is that. I left a voicemail to ***** from at&t office president which he left me a vm stating he was glad this was resolved. I lcalled back. No answer. I left him a vm stating this has not been resolved and I am not satisfied... no response. Noone is calling Me back. Instead at&t is playing with my account they shut off my wireless for about 15 minutes. My phone had a notification stating I can only make emergency calls until 15 minutes later it started working again. That's illegal.  This isn't ok and not sure why bbb is not helping me neither is at&t. This is frustrating and stressful. 

  Business Response

  Date: 04/05/2023

  The AT&T Office of the President contacted the consumer regarding a rebuttal notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. The consumer indicated they were satisfied.

• Initial Complaint

  Date:03/28/2023

  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.

  When I switched cellphone carriers the sales rep at AT&T had me give my sprint cellphones to AT&T they told me they would pay off my sprint bill if I turned in the phones, so I gave them all 4 cellphones and they gave me 4 phone and the account with sprint and I was told they would pay off that bill within 30 days. It has been 6 months and the ******************* hasn't been paid and I called them twice and was told it was completed and it hasn't because I received another bill from Sprint showing it has not been paid. All I want is for AT&T to honor what their sales rep stated to gain my service with their company.

  Business Response

  Date: 04/24/2023

  The AT&T Office of the President spoke with the consumer from march 29th through April 17th regarding a notice received from the Better Business Bureau. The specialist offered has offered to review this request with provided ocumentation from the customer, but has not received the materials to date.   Once the customer has provided this information, the Office of the President will engage her directly to provide the requested resolution. 

• Initial Complaint

  Date:03/28/2023

  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.

  For close to a year, all of my 5 lines has be dealing with slow internet speed and drop calls. I have ******* for a second phone so I didn't press the issue, until the other people on my line are asking to drop the service and go with another provider. I called ATT today and was told I need to pay more money and switch plans and that im on a older plan. I think its unfair to a Customer to force them to switch plans and slow them down on they current plan. I had my current plan for years, it may not be 5g fast, but it definitely should not be slower then what it used to be. My internet should be the same speed as it always has been, but it's getting slowed down by AT&T to force me into an other plan to spend more money. That's not right

  Business Response

  Date: 04/06/2023

  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.

  Customer Answer

  Date: 04/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/28/2023

  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.

  ATT's Hotspot device is defective. It has never worked to even 1Kb of speed. ATT is charging me for canceling the device and **********************. They should not be selling a lemon & expect us to still pay for it.

  Business Response

  Date: 03/31/2023

  The AT&T Office of the President spoke with the consumer on March 29, 2023 regarding a notice received from the Better Business Bureau.The specialist suggested that she troubleshoot the device with the Mobile Technical Team. She agreed and when they contacted her, she declined assistance.The consumer did not state their level of satisfaction.