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 Mobility

  1736 N Center Ave Somerset, PA 15501

• 

  AT&T Mobility

  1850 Settler's Ridge Center Dr Crafton, PA 15205

• 

  AT&T Mobility

  20125 Route 19 Cranberry Twp, PA 16066

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  AT&T Mobility

  2085 East State St Hermitage, PA 16148

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:04/24/2023

  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.

  I called and cancelled our business telephone service on 2/1/23 for ****************** in **********, **. I was told the service was cancelled by **** and that the cancellation number was D460351. The following month (3.23.23), I continued to receive a bill. I called customer ********************** AGAIN, spoke to another rep who claimed the service was NEVER cancelled and acted like my cancellation number was irrelevant. It took hours, but I finally got this new rep to cancel the service, backdated to the original call date. She claimed by cancellation number would remain the same...even though she already said the first number never existed. Account rep did not want to give me her employee number, but finally said it was RJTMDF3. Who knows if that is even real. A month later...4-24-23, I receive a THIRD bill, now with a threat to send to collections. I called back and spoke to " *****" out of the ****************************************** in *********. He tried to claim the account was never cancelled as well. HOW DO YOU CANCEL WITH THIS COMPANY?! He finally admitted he saw notes of the cancellation backdated to 2/1/23 and that these other reps just didn't do their jobs and complete the cancellation. I have meticulous records of all of this, but it doesn't seem to matter. Every month they just keep billing us. I want this account cancelled and I want our account balance to be ZERO as we cancelled months ago and have service with a completely different company and have not used any of their services since. Please help us!

  Business Response

  Date: 04/26/2023

  The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.

• Initial Complaint

  Date:04/24/2023

  Type:Billing 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 mother, ***************************, died 2-11-23. I called AT&T at ************ on 2-11-23 to cancel her AT&T acct: ************, ******************************************************************************. I spoke with "Averal or April" (difficult to understand name) who stated all accounts closed as of this time, citing case # ********** to confirm cancellation. 3-2-23 I called AT&T back to reaffirm cancellation. "******" said mom's account was never cancelled and that I needed to contact the Loyalty team.3-2-23 I spoke with ***** at AT&T. She said account still active, but that she would cancel now. 3-2-23 11:55 am Elon from AT&T Loyalty team said account is in process to be cancelled and AT&T will refund. I needed to take mom's death certificate to AT&T store.3-2-23 12:40 pm, death certificate taken to AT&T store; given to ***** who copied and stated mom's acct was cancelled. As per above, I cancelled mom's acct ****************************** billed mom's acct 2-15-23 for ***************************** billed mom's acct 3-15-23 for ***************************** sent refund for $2.16. I believe mom should not have been billed 3-15-23 for $99.10 since I was told on 2-11-23 that her account was closed on 2-11-23.Thank you.************************************************* Executer of *************************** estate

  Business Response

  Date: 04/24/2023

  The AT&T Office of the President reviewed the notice received from the Better Business Bureau. AT&T completed the requested resolution and notified the consumer via email. We believe this should fully resolve the consumer's issue.

  Business Response

  Date: 04/27/2023

  The AT&T Office of the President reviewed the notice received from the Better Business Bureau. AT&T completed the requested resolution and notified the consumer via email. We believe this should fully resolve the consumer's issue.

  Customer Answer

  Date: 05/04/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 05/04/2023

  I just want to thank the Better Business Bureau for their help in the resolution of my complaint. AT&T would not help me as an individual. It was not so much the money I was fighting for, but the principle of the matter. I am concerned about the many other people who do not have a personal advocate and get taken advantage of by AT&T.

  .Again, thank you BBB!

   

  *************************

• Initial Complaint

  Date:04/24/2023

  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 bill started off $480 a month for 2 phones, 2 tablets, 2 Apple Watches, and Wi-Fi to my truck, the 2 tablets they where attached with phone numbers they had it set up to where u dont have to be connected to Wi-Fi but you had to be connected to Wi-Fi for them to work I been charged for years for that too, Im still being charged for a tablet that was replacement cause I had insurance on it but clerk charged me as an upgrade when it wasnt an upgrade no email proof of upgrade nothing on my att profile saying it was an upgrade Im which it was never an upgrade just an replacement for a broke one and I sent that back I only found out it by talking to customer ********************** rep I being told by their reps that its my fault because I didnt catch it and its berm years which I dont think it I have talk to collection and I went to retail store and they agree with me they are payments showing my account that I paid that are not showing on their I have never gotten an email or a text saying my payments where returned they are refusing to adjust my bill for their mistake they have everything broken down in groups which dont make since to me and it didnt make since to the collections department or the retail collection said they see the problem but they couldnt adjust my bill it had to come from billing, the clerk inside on their retail stores called them while I was there and they was like it doesnt make since he said it dont show upgrade in system but the 800 number can see it I want my bill adjusted this is a headache I have been serving this country for 16 years in US Army and this is crazy a ******* phone bill for their mistake I paid and total 4 something which dropped it down ******* I want just want this matter fix

  Customer Answer

  Date: 04/24/2023

  I have attached more documents 

  Business Response

  Date: 04/25/2023

  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. We believe this should fully resolve the consumer's issue. 

  Customer Answer

  Date: 04/25/2023

  I am rejecting this response because:   I have attached more documents 

  Business Response

  Date: 04/26/2023

  AT&T Office of the President received a consumer rebuttal notice.  AT&T contacted the customer who advised that they did not submit the rebuttal. As such, AT&Ts position remains unchanged and the issue has been resolved. 

• Initial Complaint

  Date:04/24/2023

  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.

  We are filing out Complaint against Jointly since we are both included in the Mobile Account billed to ******, for us both.My Wife first traded in her Cell Phone and it was accepted as a valued trade in towards the purchase and 36 month Contract for ATT which included unlimited text and internet. There are always "start-up charges for this and for that, but Essentially my Wife would pay a little less/mo because of my prior Military Service.As we were in the process of closing this deal for us both with new phones and complete ATT Service, I asked specifically, "After all the startup charges etc etc, what will be our monthly ****** Her response, "$145 total for both phones". So for an additional $30/month with upgrades in equipment and service, we deemed the difference was worth it, so we proceeded to complete our transaction(s). The first bill we paid was for $360 paid on 12-16-22 which was attributed to "Start-up Cost(s)". And paid without contest. On/about 2-20-23 we received a combined bill of $145.23, which was in Sync with what we had been quoted. That was fine, until the NEXT Month when we received a bill for $167.46 which is an increase of $22.23/Month. I called ATT and spoke with a CS Rep and was told, "No this is the Contract Price you will need to pay." I told them that we had been quoted $145. They said "No, this is the price: "****** for the remainder of the contract." My wife then called and they told her the same.We are asking ATT to state IN WRITING, that our "full contract monthly price for service is GUARANTEED at the $145.23 for the FULL TERM of our Contract and a Bill ****** for the OVER-Payment for April 2023 of $22.23." That lacking, we will seek the return of our trade-in cell phones, get the SAME PHONES thru ******* for the same or similar price.

  Business Response

  Date: 05/17/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 5/24/23

  Business Response

  Date: 05/23/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 05/30/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 6/6/23

  Business Response

  Date: 06/05/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 06/09/2023

  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

   AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 6/22/23

  Business Response

  Date: 06/21/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 6/28/23

  Business Response

  Date: 06/27/2023

   AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 7/5/23
  

  Business Response

  Date: 07/05/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 7/11/23

  Business Response

  Date: 07/10/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 7/17/23

  Business Response

  Date: 07/14/2023

  
  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.7/21/23

  Business Response

  Date: 07/20/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.7/27/23

  Business Response

  Date: 07/26/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.8/2/23

  Business Response

  Date: 08/01/2023

   AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 8/8/23

  Business Response

  Date: 08/07/2023

   AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 8/14/23

  Business Response

  Date: 08/11/2023

   AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. 8/18/23

  Business Response

  Date: 08/17/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 08/17/2023

  The AT&T Office of the President contacted ***************************** 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:04/24/2023

  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.

  This is the 2nd time AT&T has scammed me with their trade-in promotion. The first time, I traded in my phone in excellent condition by mail and the elusive trade-in **** claimed it had severe burn-in and declined the $1,000 trade-in credit. The AT&T Office of the President resolved that.Fast forward to today. My iPhone 11 had a cracked screen but still worked. I debated having the screen repaired or getting a new phone. I went to multiple AT&T stores to explore my options. After my last experience, I wanted to handle everything in-person with my husband as a witness.MULTIPLE (5+) AT&T employees at MULTIPLE (4+) AT&T stores told me MULTIPLE times that my iPhone 11 with the cracked screen was valued at $75. ALL OF THEM said that since my phone was valued at over $35, I would receive the $1,000 trade-in credit promotion for the Pixel. I pointed out that the language says "up to" $1,000 to ensure I would receive the FULL $1,000 and they ALL SAID YES, I WOULD RECEIVE THE FULL $1,000 trade-in credit broken up by month starting in 2-3 billing cycles.I trusted them and purchased a new Pixel since it would be free after the bill credits. 1-2 weeks later, I went to my local AT&T store to trade-in my iPhone IN-PERSON. I also asked that employee if my trade-in met the criteria for the FULL $1,000 trade-in credit, and he assured me YES, I would receive the FULL $1,000 trade-in credit. I told him about my prior experience and he assured me that would not happen again.Well, here we are. AT&T gave me a one-time $75 bill credit. AT&T Corporate denies EVERYTHING the employees at MULTIPLE AT&T stores promised me about receiving the $1,000 in bill credits. Again, MULTIPLE EMPLOYEES told me I WOULD receive those bill credits and my husband heard this loud and clear too. It was because of that promise that I purchased the Pixel.This is UNACCEPTABLE. I ask that AT&T honor my promised $1,000 bill credits or give me a full-refund on everything I purchased, plus cancel my contract.

  Business Response

  Date: 04/26/2023

  The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.

  Customer Answer

  Date: 04/26/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 06/02/2023

  After I filed my initial complaint about AT&T not fulfilling their trade-in credit promise, an individual named ******* contacted me from the AT&T "Office of the President." ******* assured me that he would correct this situation and that I would receive the $1,000 in bill credits that I was promised for my iPhone trade-in. He entered the bill credits, to include back-credits from prior months, for my bill in April. I believed this issue was resolved based on the fact that he adjusted my April bill, and he assured me that I would see the remaining bill credits applied to my future bills. Because of this, I agreed to resolve the BBB case. However, a few weeks later I received my April bill, and the monthly bill credit I was promised once again was not applied like ******* said it would be. ******* had given me his phone number and told me to contact him if I ran into any problems or have questions. However, I have now left him three voicemails over the last two weeks and have not received a call back or resolution. Therefore, I am reopening this complaint as it unfortunately still remains unresolved.

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because:   After I filed my initial complaint about AT&T not fulfilling their trade-in credit promise, an individual named ******* contacted me from the AT&T "Office of the President." ******* assured me that he would correct this situation and that I would receive the $1,000 in bill credits that I was promised for my iPhone trade-in. He entered the bill credits, to include back-credits from prior months, for my bill in April. I believed this issue was resolved based on the fact that he adjusted my April bill, and he assured me that I would see the remaining bill credits applied to my future bills. Because of this, I agreed to resolve the BBB case. However, a few weeks later I received my April bill, and the monthly bill credit I was promised once again was not applied like ******* said it would be. ******* had given me his phone number and told me to contact him if I ran into any problems or have questions. However, I have now left him three voicemails over the last two weeks and have not received a call back or resolution. Therefore, I am reopening this complaint as it unfortunately still remains unresolved.

  Business Response

  Date: 06/07/2023

  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: 08/04/2023

  I'm trying to figure out what to do for next steps with a Better Business Bureau complaint. In April, I filed a complaint with the Better Business Bureau about AT&T. Someone from the AT&T Office of the President saw my complaint and called me within a week to say they resolved my issue. However, a couple months later the issue still was not resolved. I remember re-opening or adding to my complaint in June, and the representative at the AT&T Office of the President contacted me again to tell me he was checking into it and ensuring my issue was resolved. The issue was fixed on my check in July, but now it is back to being wrong again in August.

   

  How do I re-open or add to my existing complaint? Or do I need to start fresh with a new one?

   

  Here is my complaint #: 19973549.

   

  Thank you,

  *******************************

  Business Response

  Date: 08/07/2023

  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:04/24/2023

  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 transferred my service to ******* and the phone numbers for the 5 cell phones on my account were ported on April 14, 2023.To my surprise I received a billing statement for 1 cell phone and 2 watches. The service on the watches were supposed to have been cancelled months prior.I called into AT&T customer ********************** and spoke with a rep on April 22. I explained my situation, and he told me there were no active lines on my account and stated this was my final bill. I asked a couple more times if he was sure because I just received a bill that contradicted the information he was providing. He finally informed me the watches were still active and I would have to wait until the porting process was complete before billing would stop for the remaining cell phone.This frustrated me because the watches should have been disconnected months ago, and I shouldn't be responsible for service billing past April 14. After listening to the rep attempt to persuade me for several minutes to leave the watches active I became more frustrated, then he finally said he'd cancel the service on the watch, but I would be billed for service thru the month of May.

  Business Response

  Date: 05/04/2023

  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:04/24/2023

  Type:Billing 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.

  Account number ********* was closed 2/16/23 and the modem returned. It is now 10 weeks later. I had $36.81 credit and have called multiple times, emailed, etc. I still do not have the check. I was told3 weeks ago it probably was mailed, but they were not sure. This is ridiculous. I want someone to make sure I get this check. Period.

  Business Response

  Date: 05/18/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 05/24/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  Business Response

  Date: 05/26/2023

  The AT&T Office of the President spoke with the consumer on 5/26/23 regarding a notice received from the Better Business Bureau. The specialist assisted with refund the consumer received refund. The consumer stated they were not satisfied due to timeframe.

  Customer Answer

  Date: 05/27/2023

  I have reviewed the business response and accept this resolution. Although the resolution, if you can really call it that, took nearly four months and resulkted in me gettin a crappy credit card instead of my money.

• Initial Complaint

  Date:04/24/2023

  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.

  Re: Acct #********* under ****************************** to which I, his wife, am authorized to speak on his behalf. Account PIN is **** Over the past several months, AT&T, specifically the ***************** has become more difficult to deal with than my terminal illness. From terrible service, to astronomical monthly bills that are the equivalent to all of our car notes, and rude/dishonest reps, I am tired of paying THOUSANDS of dollars per year to a company who doesnt even do the bare minimum. We were bullied into paying almost $1000 to keep our services on.Our account is not documented, like the reps claim they are doing and then when the line mysteriously disconnects, no one calls back. After 30 minutes on hold, I get a rep who I have to explain the situation to over and over again because the prior rep documented NOTHING. ZERO. I have nothing against someone who doesnt speak English very well but a 20 minute conversation turns into one thats an hour or more. Our equipment doesnt work and thats been ongoing. Then, we are being bullied into getting DirectTV stream but that wont work because our internet is GARBAGE. We applied for Access and ACP and NO ONE followed up with us. No one called back when hospital case management needed to know if any medical exemption programs were available to keep services on. My medical monitoring equipment requires a landline and internet connection so my doctors can monitor my health from home instead of keeping me hospitalized. If they cant, they admit me for weeks and I cant even see my family because of COVID visiting policies.It is unacceptable to be treated this way. My mother has the same issue and the police were called to the AT&T she was at because the associate at the store cursed at her because she didnt understand why her bill was almost $500. She is a senior citizen and isnt tech savvy. The conduct of this company is pathetic.

  Business Response

  Date: 04/25/2023

  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

• Initial Complaint

  Date:04/23/2023

  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.

  I did the trade in program with my iPhone 11 Pro *** for the iPhone 14 Pro ***. The trade in value gave me $1,000 towards the next phone. The trade in was done in November or December of 2022. It is now April of 2023. I was told that it would be 3 billing cycles before my bill would update that they had in fact received and processed traded in phone. After they processed the phone I will then be accredited back the 3 months once the phone is processed. So since November to now April its been 5 going on 6 months. *** called countless times just to be hung up on. Finally April 23, 2023 I had someone who was in the phone that was in the process of applying 6 months of credit back to my account but either got disconnected or they hung up. So the last and final call today was to billing who then told me they couldnt do anything switched me to a supervisor who was then extremely rude and not comforting who then said that was another departments responsibility. That other department was the trade in department whom *** already spoke with and they said that it was the billing departments responsibility to apply the credits back to my account. March 15 I was in the oho e with another employee of att whom I spoke to for about 8hours on the 15th and about 3-4 hours on the 16th. They did in deed find my phone that day on the 15th in a warehouse and it just had not been processed even though theyve had it in their warehouse for 4 months. The employee that I spoke with on the 15th accidentally created a new trade in shipping label on the 15th and told me to disregard it. It then shows in their notes that that was the day I traded it in. I told them they needed to review the 15ths call and they said they would not. They have been stressing me out and causing a lot of anxiety and not doing ANYTHING to help at all with most of them employees being extremely rude with most of those being supervisors. I expect credits back with an indefinite discount to my phone line.

  Business Response

  Date: 04/24/2023

  d 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: 04/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/23/2023

  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.

  Two issues with two different accounts with AT&T in which they are attempting to charge for services not rendered. In one instance, AT&T owes the customer (me) money, but has sent the account to collection because they continue to fail to process a refund they have acknowledged is due on several occasions. In the other instance, a request to terminate service was initiated by me and AT&T has charged for one additional month service claiming they only terminate service one given day a month. I have asked for proof of this practice in their terms and conditions, but they have not been able to provide this to me. Additionally, I have asked to escalate this to a manager and the representative I spoke to told me none were available and took my number for a return call. That was over two weeks ago and I still have not received a return phone call. Unfortunately, there is no avenue to hold AT&T responsible for their irresponsible and incompetent behavior. I am hoping you will be able to assist in a fair resolution. Thank you in advance for your assistance.

  Business Response

  Date: 04/28/2023

  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 04/24 & 04/26 and to date has been unsuccessful.AT&T completed the requested resolution. We believe this should fully resolve the consumer's issue.

  Customer Answer

  Date: 05/01/2023

  Thank you for your help and support.

  I contacted the office of the President at AT&T on 4/26 and successfully closed out the issue of prorating the month for the days services were used prior to cancellation.  The other issue regarding the account of *********************************** is not resolved yet.  When I spoke with the office of the President, I was informed that this issue needed another case number assigned.  I provided all information to the representative and was told I would hear back in 24 to 48 hours (from the 4/26 date).  I have had no further communication with AT&T since that date.  Thank you.

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:   

  Thank you for your help and support.

  I contacted the office of the President at AT&T on 4/26 and successfully closed out the issue of prorating the month for the days services were used prior to cancellation.  The other issue regarding the account of *********************************** is not resolved yet.  When I spoke with the office of the President, I was informed that this issue needed another case number assigned.  I provided all information to the representative and was told I would hear back in 24 to 48 hours (from the 4/26 date).  I have had no further communication with AT&T since that date.  Thank you.

  Business Response

  Date: 05/11/2023

   AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  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.