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

  870 E Valley Rd Basalt, CO 81621

• 

  Active Communications - AT&T

  94 Market Street, Unit 102 Eagle, CO 81631

• 

  AT&T Mobility

  3286 N Campbell Ave Tucson, AZ 85719-2305

  

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:04/23/2023

  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.

  Last year the sales person at the *** store sold me a watch as a first responder that was supposed to be free. I complained after receiving bills and the manager *** told me to wait three billing cycles. I waited and still recorded bills. He then changed my account to a First Net account telling me it would fix the issue ******************************* would be the same. I found out later that changing accounts caused me to lose my hotspot service. The store and company are completely uncooperative at this point. Don't really know what else to do. Best *****

  Business Response

  Date: 04/24/2023

  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: 04/28/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/23/2023

  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 was shopping in Target when I was approached by two people wearing AT&T name tags indicating that they had a wonderful special going on. I was initially suspicious and when they told me the details I was more suspicious, but I believed AT&T to be an ethical and reputable company. I had an 10phone from AT&T. They asked me what type of plan I was on. I am 70 and can barely remember my friend's names. I had no idea, and they said that it was no problem, they could look up on the computer. They did this which helped to reinforce that they were AT&T employees. The offer was that they would pay me $700.00 for my I10 phone which was in excellent condition and then for an additional $100, I could buy I13 phone. I was hesitant, but they kept at it and I felt pressured and they had spent quite a bit of time with me. I agreed. I told them that I wanted to just pay cash for the $100 different as I do not finance anything. If I don't have the money, then I don't get it. They said they would mail the I13 phone. I did receive the phone and took to AT&T store to have them take my phone and wipe it and then set up my new phone. For a couple of months, it seemed that everything was going as expected. Then my bill started going up from the $68.00 range to the $80.00 range. I called CS and they said they had added something and I told them to take off whatever they had added. Then recently my phone when up to $105.00. When I called and was referred to supervisor he told me that they ha discovered after several months the plan I was on did not qualify. They refused to return my phone (impossible) or refund my money and are charging me on a payout plan for the I13 phone. They basically made an error and didn't find out about it until later. They refused to pay me $700.00 for 10 iphone and of course they couldn't return phone. They refused to return me to previous status or pay me for my phone. They basically stole my phone.

  Business Response

  Date: 04/25/2023

   Satisfied 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: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 have been with AT&T since 2018, first with ****************************** then later wireless which I canceled for all of the reasons I am reading in all of the thousands of complaints filed. I am owed thousands by AT&T & planning to get a lawyer.The latest issue is I discovered 1.5 months ago I have been charged $10 / month for a 4th wireless cable box I have never had. I contacted the outsourced customer ********************** and of course they confirmed yes, this is the case and my issue would have to be "sent up" and someone will contact **** cannot get anyone to resolve this and reimburse me the $10/mo since December 2018 in addition to any late fees incurred. I canceled my wireless because of the hundreds of billing issues I kept having, along with the worst service. Just like everyone else, I was told to mail in my old ********* would receive a credit on the new phone I was also told if I got the unlimited package & had auto-pay I would be credited $10 for that and $23 credit monthly towards the new phone. I never ever received either credit.AT&T can look up my account & see the hundreds of phone calls I have had to make since being with them. There is so, so many more complaints that there isn't enough space here in the platform to document. If corporate doesn't contact me asap then I will proceed with filling with the courts & get back much more money for mental anguish & suffering for the frustration of never getting anywhere with outsourced customer ********************** & the thousands hours I lost being on the phone with them.This last call 1.5 months ago I asked to be dropped down to the lowest package too & to remove one of my 4 cable boxes off of my account. I only have 3 TVs one of which I don't need anymore. None of which was ever done. My bill now is over $240,I just paid off $600 I actually did not owe but needed off of my credit.I need to be credited for that bill too, which again I was told someone would contact **** can see by all of the complaints this is a losing battle. Lawyer

  Business Response

  Date: 05/03/2023

  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.

  Business Response

  Date: 05/05/2023

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

• 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.

  On April 15, 2023 I received a bill in the mail indicating that I opened three new phone lines with AT&T. These accounts were not opened by myself, as I quickly learned I am the victim of identity theft. I submitted two fraud claims to AT&T via their Global Fraud Portal and they were both denied, with claims that I did not provide them the necessary documentation to process my request. I provided them everything they asked for: (1) a copy of my ID, (2) an identity theft affidavit, (3) proof of residence and (4) a filed police report. They are not complying with my requests and I cannot reach anyone in their fraud department to speak with on the phone.I want these phone lines canceled immediately and these charges removed as I will not pay for something that I did not purchase. AT&T has been uncooperative throughout this process and unhelpful even though I have provided them all the information that they need.

  Business Response

  Date: 05/03/2023

  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: 05/03/2023

  I have reviewed the business response and accept this resolution. 

• 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.

  We transferred both our phone numbers away from AT&T to MetroPCS on Feb 23, 2023 *************) and March 4, 2023 *************). The billing cycle for which AT&T is charging ** starts on Feb 23, 2023 and ends on March 22, *****. Instead, AT&T should not charge any moneys to phone number ************ because the number was transferred on the day the billing cycle started. Furthermore, AT&T should on** charge ************ prorated-** because services were provided for on** 12 days of the month service, not 30 day. According**, payment for any services rendered to this last phone number should be less than 50% of what services costs for a full month. In essence, AT&T is charging ** for services that were not provided. I don't care what their policy says. Our policy supersedes theirs in that we don't pay for services not rendered.

  Business Response

  Date: 05/01/2023

  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: 05/10/2023

  AT&T called me and told me that I had agreed to be charged for services not provided if I were to cancel services once a billing cycle had begun. An agreement under duress is not an agreement at all. The entire telephony industry is rigged with this money trap. If the client says "no" to this imposition, the client will be thrown back to the 19th century when there were no telephones. One is forced to say "yes". AT&T position on this matter is unethical and immoral as it tries to *** and cheat individuals from their money. AT&T needs to break away from such aggravious policy. It is larceny.

  Customer Answer

  Date: 05/10/2023

  I have reviewed the business response and accept this resolution with the following understanding. 

  1. AT&T called me and stated that I had accepted to pay for a full monthly cycle if I canceled their services before the end of the cycle.

  2. "An agreement under duress is not an agreement at all. The entire industry is rigged against the individual. If I would have said "no" to AT&T imposition to pay for services not rendered, I would have been thrown back to the 19th century without telephony. AT&T creates a situation in which clients have to say "yes" or be without their service. This is unethical. It is wrong", I explained AT&T. It is shameless larceny.

  3. AT&T adjusted my bill giving me a credit which I rejected. AT&T recalculated the bill and gave me the actual balance which I paid immediately. 

• Initial Complaint

  Date:04/23/2023

  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.

  After receiving AT&T flyers for months, I traded in my iPhone for a new one. I was promised that my monthly charge would only go up $5. But that's not what has happened. My bill is now over $100 monthly for the phone I was told would cost zero dollars. I've called numerous times and have written dispute letters without help. AT&T says I'm on the wrong plan to have the trade-in offered, and I would have had to switch plans. Why would I have taken the offer if I was on the "wrong plan?" If I had been told my monthly bill would be over $100 for this "free" phone I never would have done it. I liked my phone and it operated fine.[****] you must change to unlimited plan, and it shows here last Jan 13, you spoke with one of our representative and reminded you about the AT&T Unlimited Starter plan to get the $800 trade in promotion. If I had been told me that I had to switch to another plan that would cost me over $100 a month, I wouldn't have done it.You were transferred to me because you were not told about the unlimited plan requirement for the trade in promotion and you're not satisfied with the resolution that he provided ), correct? I was NEVER told that I had to switch plans. I feel like I was lied to. I tried to get help as soon as I received my first bill of over $100. The man who sold me the phone assured me it would cost $5 more per month. He never mentioned switching to a different plan.The plan cost $57.9. But this is before taxes plus you also have an installment for your phone which is $30.56 [Me] : that's not what I was promised! I wasn't told about an unlimited plan I've contacted ATT so many times!there's nothing we can do with the promotion of the phone since you're not on an unlimited data plan.An attorney recently said that phone companies always do this to people and it's wrong. I do not want your program-I never agreed to it.[another agent] : your estimated bill is $102.26 unacceptable.

  Customer Answer

  Date: 04/27/2023

  Hi *****************************,
  
  
  
  Thank you for sharing your recent experience and allowing AT&T the opportunity to resolve. I wanted to follow up with you per our discussion today on what was found and what actions were taken.
  
  After review, records show an iPhone 13 PRO *** was added line ending in **** on 01/13/2022. The device was financed for 36 months totaling $1099.99.00. You participated in a trade in promotion at the time of purchase, you traded an Apple iPhone XS 64GB TIV $140.00. At that time the trade in offer was a maximum bill credit of $800 applied to the line over the course of 36 months. 
  
  The account shows credits were not applied to line due to system showing the device was not received and processed by AT&T within the required 30 days of activation of new device. AT&T applied courtesy credits to honor offer totaling $700.00. ***imum credit should have been $800.00. I have canceled the installments billed in the amount of $30.56 per your request as of 04/26/2023 and applied a credit of $100.
  
  The credit will reflect on your statement in 1-2 billing cycles. You will be responsible for the balance of the device in the amount of $252.15. AT&T confirmed there was not a valid offer for a free iPhone 13 PRO *** at the time of purchase. Your monthly bill for line **** will reflect $55.00 before any taxes and surcharges. The $30.56 installments will no longer appear on the statement.
  
  We trust this email addresses your concerns. If you have any questions regarding this case, please contact me at **************, weekdays between 7AM and 4PM Central.
  
  
  
  General customer service concerns may be resolved through AT&** **************** ********************** Centers at **************, or by dialing 611 from your AT&T mobile phone, 7 days a week, 7 AM to 10 PM, or by visiting www.att.com. 
  
  
  Sincerely,
  ************************************
  Office of the President 
  AT&T Services, Inc.
  p ************** | *****************************
  
  
  
  ***************************** <************************>
  
  
  7:23?AM (1 hour ago)
  
  to *****
  
  
  I appreciate the clarification. 
  
  
  However, I sent my iPhone to ATT when ATT finally sent me the box to send it in. It was no fault of mine that ATT took several weeks to send the proper packaging. This happened in the middle of COVID-19 and I wasn't permitted to leave my home. I will copy this to the BBB.
  
  
  Thank you,
  *****************************
  
  
  
  

  Business Response

  Date: 04/28/2023

  The AT&T Office of the President spoke with the consumer on 04/26/2023 regarding a notice received from the Better Business Bureau. The specialist offered details of the resolution. The consumer stated they were not satisfied.

  Customer Answer

  Date: 04/30/2023

  I am rejecting this response because:   

  I appreciate that ATT is trying their best to rectify this situation.However, this exchange occurred during COVID-19 lockdown. I waited weeks for ATT to mail me the correct packaging as promised. When the packaging finally arrived I sent my iPhone directly to ATT. 
  
  It was no fault of mine that ATT took several weeks to send the proper packaging for mailing in my iPhone. 
  
  Again, this happened in the middle of COVID-19 and I wasn't able to leave my home. So I am disputing the $100 charge for sending in my iPhone too late.
  
  Thank you,
  *****************************
  
  
  

  Customer Answer

  Date: 05/01/2023

  Please help me in dealing with this business.

  Thank you,

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

  Business Response

  Date: 05/02/2023

  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: 05/03/2023

  My **************** was just charged $312.56

  I will dispute this charge with ****************. There must be something wrong with ATT's billing as I've never received such a high bill. My bill was approx $55 a month before I traded my phone in for a new phone FOR FREE. This is obviously false advertising by ATT. I have tried my best to deal with this issue with no resolve. I will seek another cell phone service.

   

  Business Response

  Date: 05/03/2023

  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: 05/03/2023

  I am rejecting this response because:  It is unclear to me if ATT made any effort to respond regarding the bill charged on my AmEx for over $300 yesterday. I am disputing this charge with AmEx. Nor to I see any effort on their part to respond about the $100 charge for the return of my iPhone. Please clarify how ATT has made any attempt to rectify their mistakes.

   

  Customer Answer

  Date: 05/05/2023

  Dispute

  Customer Answer

  Date: 05/05/2023

  please advise

  Customer Answer

  Date: 05/07/2023

  I will take legal action if AT&T is unable to rectify this situation.

  Business Response

  Date: 05/15/2023

  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.

  Business Response

  Date: 05/15/2023

  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:04/23/2023

  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.

  1. 11 months ago I had a charge of $45.00 added to my account for insurance.This charge was added to cover my 4 devices. However AT&T continued to charge me $29 dollars insurance for 2 of my devices. Therefore, AT&T should have removed the $29 charge as there is no incentive to me as the customer. ********************** as a company is the one benefiting from this charge. The $29 & $45 charges covers my phone and watch twice.I would like to be refunded the $29 charge AT&T has charged me since the $45 was added.2. I also purchased 2 iPads 11 months ago. I was told by an AT&T sales person they were WIFI only iPads. Therefore, I never set up data service on the iPads. Today, April 23, 2023 I found out I have been paying for a plan I had not been aware was added.If *** looks back at the usage on these 2 devices you will not see any data usage. I would like to be refunded $20 for each of the two iPad plan I did not use over the last 11 months. Moving forward I will use it.3. I would like my Apple Watch exchanged for one that works without paying the deductible. If you look at the usage on this watch you will see it was hardly used because I stopped holding a charge. I also would like to be refunded the cost of the plan for the time the watch was not in use.

  Business Response

  Date: 05/10/2023

  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:04/23/2023

  Type:Sales and Advertising 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 payed my final bill of $ ***** In the middle of February 2023 this year our DSL modem began to fail and we find out from your representative that AT&T quit supporting DSL Modems in 2019 with no formal warning. Also I was informed that in our area ( *******, ** ) we had no other options for service thru AT&T . I called and talked to Loyalty service department about this and the woman verified it, and as we discussed the fact that since our problem started mid-February that she was going to zero out our last bill because we had been customers for so long and she was going to make note in our account because we also were going to have to close our account and switch to someone new. Two weeks later we received a bill for that months service so I again called Loyalty Services and spoke to another woman who said she saw no notes to our account but said they were having trouble with notes transferring between different programs and after explain what had happened, she also agreed to re-enter notes to our account and send a zero bill while also making sure our service was ended. I next received a bill for 2 months so I called Loyalty Services again and another women who kept a somewhat professional conversation going but was clearly rude by her tone also claimed she could see no notes to our account and insisted on calling tech support to verify my claims of no DSL modem availability but said since I had not called them multiple times ( which I had ) which they could not verify and I explained to her that the last person I spoke to wasnt even sure what DSL was, and hung up on me. she was going to charge ** for the entire month of February . I explained tech service couldnt do anything because they dont supply the modems anymore and this clearly didnt sink in. I send this letter in with my last bill that I pay under protest and am going to send one to someone higher up in company along with a complaint with the Better Business Bureau.

  Customer Answer

  Date: 04/27/2023

  I was contacted on 4/24/23 by a representative of AT&T  **************** ) and i have forgotten his name. Explained the situation to him and told me he would contact me in 48 hrs. and he did not.

  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: 05/13/2023

  I have reviewed the business response and accept this resolution. Once the proper people were contacted it was resolved quickly. Thank you

• Initial Complaint

  Date:04/23/2023

  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.

  ATT added Hometech for $25 a month to my bill with no permission. Then I had to spend Sunday morning trying to get them to remove the protection I didn't add. After they told be the removed it. They cant confirm whether Ill be charged or not. They said I can all back if I see it on my bill and dispute the charge.However my bill is auto debited so they will take my money from the start.So since you do know ( how about you look before you bill me ? ) Or give me enough credits on the bill to cover that and the time Im spending now

  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. The consumer indicated they were satisfied.

• Initial Complaint

  Date:04/23/2023

  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.

  Prior to switching back to ATT we had service with them for 15 years and they had great customer **********************. We only switched because of service issues when taking care of my ill parents. We were able to switch back, so we did. In November 2022 is when we switched. I called and asked for labels to be sent to trade in our 3 devices to get the promotional deals on our lines. The rep sent me the wrong labels which how was I to know as a customer? I sent my phones back on December 10, 2022. The warehouse received them on 12/12. I have confirmation emails, invoice #s, time of check in, all of the evidence needed to receive my trade in promos. I call every month to check on the status. At one point in February, a rep told me that they were keeping my phones and I got nothing. I asked for a supervisor, she apologized and credited my account for the ********************** and hassle. She opened up a trade in on our account to ship the phones to the correct warehouse. Now, they say that I shipped them in February and I am not eligible!! Are you for real?? It is now almost May, I am still arguing with them about their mistakes and I am getting the short end of the stick here!! I am paying for our phones that we got when we shouldve gotten the credits applied since November. They have our old devices and keeping them. I am getting the run around every time I call! No one wants to help me!! I am so frustrated!! All that I am asking for is for the solution to be corrected and my credits be back paid to my account for our phones and our credits going forward to be applied. I have additional evidence also that will not fit in this upload if necessary.

  Business Response

  Date: 04/24/2023

  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: 04/24/2023

  I have spoken with the business and their response was prompt and at this time I accept this resolution. If I require assistance with this claim then I have the contact information necessary.