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

• 

  Active Communications - AT&T

  1809 Central Park Drive Unit 206 Steamboat Springs, CO 80487

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  Active Communications - AT&T

  20 Market Street, Unit A Glenwood Spgs, CO 81601

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  AT&T Mobility

  6145 E Broadway Blvd Tucson, AZ 85711-4028

  
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  AT&T Mobility

  107 Columbia Point Dr Richland, WA 99352-4387

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:04/10/2023

  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 submitted a problem through BBB about two months ago because I was being overcharged every month. At the time I asked for help getting my bill to be what it should be consistently (what I was quoted at signing: around $150/month). I received a call from ********, who told me he'd be watching my account to make sure, agreed that the total should be $135+taxes and fees, and told me he'd follow up with me to make sure my next bill was correct. I closed the ticket with BBB, because I felt happy. However, I just received another bill for $165. I hadn't heard back from ********, and I reached out to him. He's now saying that the $165 is correct? Again, I would love for AT&T to honor what they said the bill would be (what I was told be the representative at the store and by ********). If they can't honor this, then I'm asking that they comp our phones (the remainder of the balance and let us find a new company to work with.

  Business Response

  Date: 04/18/2023

  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:04/10/2023

  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 was with AT&T for a year from April 2022 until March 2023. I continued to complain about the lack of services. I was getting lack of Internet usage the constant issues I had with the service and would call the business, weekly and complain, at least monthly and was redirected or told there was a different issue. I begged and pleaded for a service person to come out and they constantly rejected that or would send somebody out and then cancel it. Eventually, somebody came out from the company and stated to me and in writing that, in fact, I had no Internet Adequate for the services I was paying for the entire year and a wire was not a properly connected and he was unable to do so, and the second person would need to come out and they would organise that with me. The next day a person attempted to come onto my premises without a call or organising a time that was appropriate After this incident, I decided I had enough and had put in too much effort and got nothing for my payments which overtime they had to reduce due to their error on their side for the past month. I have been receiving constant calls and have had to call them to tell them to stop calling as I have returned their modem, and even after I spoke to somebody regarding this, I am still receiving Calls asking to return the device or they will take out more money from my account. They are harassing me. They never helped me when I was with them. They constantly had me on hold for hours at a time between 1 to 3 or four hours they neglected my concerns and complaints And continuously minimised, the incidences where I had no Internet. I work from home. This has cost me so much money. I had to constantly use my Internet data from my phone which I would then go over on that plan and oh that more money, overall, I spent more money Using AT&T and getting absolutely no service that was told and promised to me.

  Customer Answer

  Date: 04/14/2023

  They are still contacting me harassing me regarding a modem i have returned which they have acknowledged on phone and via email and my own receipt. They are harassing me and will not stop contacting me and after all my past requests to sort out issues and only now hearing from them but still having the same issues they state in writing are not happening they are still threatening to charge me. I dont trust speaking with them will resolve the matter as they still continue to harass me about a resolved matter and would prefer to go through BBB as they have not once upheld their offer or word regarding my account. It is concerning they are still staying they request equipment back when *** asked them multiple times to delete my account and number and email they are literally harassing me none stop all while staying they have resolved the problem which was always ongoing with no internet and yet charging me for it. This is why I want a complete refund back they are not competent in their word and upholding services and continue to harass me.

  Business Response

  Date: 04/19/2023

  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 3/13/2023, 3/14/2023 and 3/17/2023 and to date has been unsuccessful. To address this issue and for account privacy, it would be beneficial to speak with the consumer.

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   I am still getting harassed after being told I wont be. Still reviewing calls and messages returning items *** already returned and have confirmed and yet having threats of money being taken if not returned? I do not trust speaking with the business will help as everything said and promised has literally been ignored and continues to occur. I want a full refund of funds given to this business. I have not once reviewed adequate treatment and am STILL being harassed by this company I am no longer with which is stressful and draining.

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   I am still getting harassed after being told I wont be. Still reviewing calls and messages returning items *** already returned and have confirmed and yet having threats of money being taken if not returned? I do not trust speaking with the business will help as everything said and promised has literally been ignored and continues to occur. I want a full refund of funds given to this business. I have not once reviewed adequate treatment and am STILL being harassed by this company I am no longer with which is stressful and draining. I have attached another screenshot of another message. I received yet again today regarding this it is so concerning

  Business Response

  Date: 05/01/2023

  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 April 25, 26 and 27 2023 and 5/1/2023 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

  I am rejecting this response because:   I do not trust their word after a year they kept me hanging and paying and i just want my refund for every single cent i paid the business as I received no internet and was not ever offered an apology just blame and all words were counteracted by other people. Nothing ever goes the way they say it will even stating they will stop harassing me with calls regarding returning a modem i returned months ago with full proof Im still receiving texts and emails regarding this every few days! I would like it handled by the board I want no contact with them as they continue to go against their word and Im concerned for my mental status at this point! I want my entire refund from the time i signed up with them to the last payment they received from me! Not just two months. It was proven by maintenance i never had internet and they didnt set it up correctly and kept blaming me. Im concerned they keep on blaming me or saying o used a bit 17 gigs out of u limited (500 gigs) which Im not even sure how when i was using mt **** on my phone and kept going over and had to pay extra for every month which technically they should pay for too! But i am just requesting my entire time with them for my refund and this is going on for so long and still getting texts and calls about taking money from me i want compensation for my psychological damage i am exhausted.

  Business Response

  Date: 05/11/2023

  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:04/10/2023

  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.

  in an attempt to switch my consumer account to a ********************** account, ********************** failed to move my service and began charging me for 2 accounts. they admitted their mistake and over the course of 4 months and 3 visits, attempted but failed to correct the problem. I have made several calls to customer **********************, they have hung up on me twice and seam unqualified to even understand the problem. only offering to take my payment.

  Business Response

  Date: 04/13/2023

  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:04/10/2023

  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.

  On 4/10/23 in the afternoon, i reached out to AT & T (customer *********************** regarding my bill and to request a courtesy extension (arrears $414.23-which is outrageous the monthly cost) 1st spoke to customer ********************** representative **** (communication was thru text messaging) he informed me that my request (courtesy extension can not be granted) he proceeded to transfer me over to his supervisor (*****) for further assistance of my request; ***** came on and sounded robotic/reading of a script i think, telling me that SYSTEM can not provide me with an extension and that i needed to pay the full arrears if not service will be interrupted, i explain to ***** (supervisor) that i won't be able to honor arrangement, a few personal problems occur (financially) that needed urgent attention.i asked is there anyway to override the system, he kept repeating the same scripted information about the system can not be override, i was a bit confuse with all this and asked again, there has to be a way to circumvent the system and assist your customers (as i'm sure i'm not the only customer with financial issues in keeping the bills current) and once again gave me the same robotic information with no other option but to pay (felt i was being strong arm a bit passive aggressive if you will with no other option or attempting to assist with my concern)...i informed the supervisor that if he can't assist me, then service will be interrupted cause i'm not going to be force to make a payment when i'm explaining i can't honor the due date...mind you it's only 1 bill in arrears not 2 or 3 (one bill)....i found this sort of service distressing to say the least - especially when i'm dealing with health issues as well as other personal problems...supervisor should've had more options to provide me with and not dismiss me...

  Business Response

  Date: 04/11/2023

  The AT&T Office of the President spoke with the consumer on 4/11/2023regarding a notice received from the Better Business Bureau. The specialist offered explanation on balance and payment requirements and the consumer declined. The consumer stated they were not satisfied.

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because:   The explanation does not make any sense and the company' procedure when it comes to credit action needs to be (at least for me and others who have experience this inept customer *********************** change to accommodate clients as myself who have financial issue'...the executive officer who reached out to me, i'm sure he could've overrode any decisions his customer ********************** representative/supervisor were not able to do...i can't and will not comprehend why business like AT&T can get away with saying "the system can't do this/that" when in reality they can override anything the "system" is 'program" to do.....

  Business Response

  Date: 04/19/2023

  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.

  Customer Answer

  Date: 04/21/2023

  I am rejecting this response because it's unfair to customer to adhere to policy which are unreasonable and not practical, especially in times of financial hardship, the company should have better options available to better assist it's customers and not continue with these bullying tactics to pay these exhorbitants charges which keeps rising every month - there should be an overview of how these cell companies are getting over in abusing there customers with these charges as well as hidden charges which if you don't ask won't be disclosed.....it's a shame and AT&T should be ashamed of there business practices..

   

• Initial Complaint

  Date:04/10/2023

  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 have had nothing but issues with AT&T's customer ********************** representatives being inconsistent and being told different things from multiple different people. I have talked to multiple representatives, managers, and even a supervisor who said she was "the end of the line". I have spent hours being transferred from one line to the next, just to get told the wrong information and be directed somewhere else. I have called AT&T multiple times regarding my service, bills, and equipment issues. Each interaction has been nothing but a terrible experience. I called on 2/18/23, attempting to cancel services and I have spent hours on end on the telephone trying to get a resolution and the issues that have still not been resolved as of 3/21/23. I was told that there are no notes pertaining to my request about canceling the cable on this date and that I don't have any proof. So due to a customer ********************** representative failing to do their job and putting notes on my account, I am being held accountable? I have questioned this and other interactions; and asked for the recordings of the multiple conversations I have had. I was eventually granted a "one-time exception" credit of $30 and told, "that's the best I can do." I was being billed for unused services AFTER my equipment had been returned and my services were supposed to be canceled. If my services were processed as originally requested, the notes from the original phone call were taken, and my cancelation inquiry was processed on 2/18/23, this would never have been an issue. I am just asking AT&T to make things right and use this situation as a learning opportunity!

  Business Response

  Date: 04/04/2023

  Please redirect to DIRECT TV.

   

  Thank you,

   

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

  Sr. Specialist

  Office of the President

   

  AT&T Services, Inc.

  ********************************** *************, ** 39564

  O  ************** | **************    

  Business Response

  Date: 04/05/2023

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

  Business Response

  Date: 04/13/2023

  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.

  Business Response

  Date: 04/13/2023

  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.

  Customer Answer

  Date: 04/17/2023

  I have reviewed the business response and accept this resolution. It should have never taken this long to fix these issues that I've been dealing with for 2+ months that were resolved in less than 15 minutes per phone call with the office of the president for ********* and AT&T. I have confirmed all accounts have a $0.00 balance. Thank you! 

• Initial Complaint

  Date:04/10/2023

  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.

  Hello, I called on ****, and was told we qualified for no cost internet through the affordable care program. We are currently paying $40 for internet. $30 plus a $10 monthly equipment fee. I was sent an email with what are current monthly charge would now be as well as our future monthly charges. However, when I went to pay our bill, our internet charge was exactly the same $40. No free or discount at all, even though we're both on medi-cal disabled and told we had qualified. We also have Lifeline.

  Customer Answer

  Date: 04/10/2023

  Account number *********

  Business Response

  Date: 04/11/2023

  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:04/10/2023

  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 informed the customer ********************** department of my desire to suspend my home phone *************) service due to it being to high and me being flooded with nothing but annoying spam calls. My phone has been off the hook 90% of the time I've had it. I had it for emergencies only. I requested it be suspended as of 9 April, as I told her on the morning of the 8th. I said to "suspend" because I was not certain I was ready to cancel and give up my number. This would coincide with my cable as well with my billing cycle closing 8 April; both were to be cut off on the 9th. My phone is still on as of today, 10 April. I just attempted to call to have the home phone CANCELLED altogether because I am so tired of them s******* me over. I got someone who said his name was Vee, and he claimed he was transferring me to the cancellation department. Then I got someone rude who refused to give me her name. She told me to look for a 3-digit code on my bill, having me go look for bill, all for what, wasting my time sending me on a wild goosechase. I'm cancelling a home phone service; you need the home phone number! No one has ever asked for this so called code. Then she changed her mind and asked me for my 4-digit pin that I set with them. I told her that wasn't what she said, and she took an attitude with me because I don't want their home phone service any longer. She didn't want to help me, and I requested to speak to a supervisor. Then I was disconnected. This is the usual dealing with the AT&T customer ********************** department. They are clearly trying to get all they can out of me and charge me another month at this rate, and I will not be paying another dime on the house phone.

  Business Response

  Date: 04/18/2023

  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. 

  Customer Answer

  Date: 04/19/2023

  I have reviewed the business response and accept this resolution. My concerns over their lack of quality customer ********************** and the fact that it took over a week to honor my request were not addressed; however, the phone is now, after all of this, off.  It should not have taken all of my efforts to get this done, and I never did receive an adequate apology for my efforts.  Highly recommend potential customers do business with someone else if opportunity arises to do so. Thank you for allowing me this outlet to voice my concerns and issues.

• Initial Complaint

  Date:04/10/2023

  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.

  A 25% off discount from having their fiber service should have been applied to my wireless account since the second billing cycle. Still, I have received nothing but the runaround from their incompetent customer support teams, hours wasted on the phone, and much higher bills, and still no resolution going into the fifth billing cycle.

  Business Response

  Date: 04/11/2023

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

• Initial Complaint

  Date:04/10/2023

  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.

  Internet in my house is not working. It took forever for Att to send someone to fix the issue. I have been using personal cell data to do some emergency work.

  Business Response

  Date: 04/11/2023

  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:04/10/2023

  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.

  AT&T is claiming that I have NOT paid my U-VERSE (internet) bill in February and March of this year. I paid them both via electronic bill pay through my local credit union. This dispute has been going on for over 1 1/2 months. On 27 March I faxed a three-page document to AT&T including documentation from my credit union that both payments were made and withdrawn from my account. I have talked to at least a half dozen customer ********************** associates at AT&T, two of which I furnished my bank routing and account information. Today I received an email telling me I had until 14 April to make full payment or my service would be suspended. I spoke to three separate people from AT&T today, one of which was supposedly in their resolution department. The call abruptly cut off and when I called back I was told their systems were down and to call back in a few hours. About an hour later I received a call (supposedly from AT&T) to contact them immediately regarding my past-due balance. When I called back, the customer ********************** associate informed me that call was likely a scam.I am now so fed up and frustrated with AT&T I do not want to talk to them and keep getting a runaround. Incidentally, I pay ALL my bills using the same bill pay tool, this is the ONLY account that has had problems. I also pay my AT&T wireless (landline) phone statement via this same bill pay application, and have never had any issues.

  Business Response

  Date: 04/19/2023

  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.

  Customer Answer

  Date: 04/19/2023

  I have reviewed the business response and accept this resolution.