Business Profile

Mobile Phone Service

AT&T

Headquarters

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Complaints

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

Customer Complaints Summary

45,868 total complaints in the last 3 years.
13,267 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/19/2025
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.
Attached is the bill in question issued on 04/05/25 (highlight) for billing period 04/06/25 to 05/05/25 (highlight).Service was cancelled, all 3 lines were transferred to another carrier, on 04/17/25. The transfer was done online; however, I called AT&T to confirm cancellation on 04/17/25. I have since spoken to 4 agents with AT&T (2 being a supervisor or in the escalations department - ***** on 05/13/25 and ***** on 05/19/25), the agents are insisting there will be no adjustment of the 04/05/25 billing. They repeated that AT&T bills in advance until the end of the billing cycle regardless of when the service is transferred/cancelled.This seems like theft to me. They are charging me for service I didn't use, nor did I have access to the online account after cancelling on 04/17/25. I cannot accept the explanation of "AT&T bills in advance and there is no adjustment made if service is cancelled prior to the close of the billing cycle." That makes no sense to me. Please help me understand and/or get an adjustment on this billing. The full amount of $172.98 was auto-drafted from my bank account on 04/24/************************* did issue another bill on 05/05/25 for an amount of $38.19. The charges on that bill were for two lines at some pro-rated amount from 04/17/25 to 05/05/25??? There was no service during that period. ***** did adjust the $38.19 to $0.00 on 05/19/25, but would not budge on the total $172.98 from the 04/05/25 billing.Thank you!****
Business Response
Date: 05/20/2025
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: 05/20/2025
I have reviewed the business response and accept this resolution. ***** ***** with the Office of the President for AT&T executive offices contacted me. I explained the situation to ***** and requested a prorated adjustment to the ***** billing for the period of time I did not have access to AT&Ts services. ***** said she would reverse the entire charge for the ***** billing ($172.98), and the May billing had already been adjusted to $0.00.
I explained I wasn't requesting for the entire balance of the ***** billing to be returned to me, just a prorated adjustment. ***** insisted she return the entire amount due to the aggravation of dealing with this issue.
I accept that the May billing of $38.19 has been adjusted to $0.00, as no one can tell me why there was a May bill issued. And I accept the return of the ***** billing amount directly deposited to my bank account, as ***** said she would.
Thank you,
**** ******
Initial Complaint
Date:05/19/2025
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.
The business lost a phone I returned to them and refuse to give me a credit that was promised
Customer Answer
Date: 05/19/2025
Company has resolved issue
Business Response
Date: 05/20/2025
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: 05/20/2025
The complaint has been resolved. Please terminate the complaint
Customer Answer
Date: 05/21/2025
I have reviewed the business response and accept this resolution. The complaint has been resolved. Please terminate the complaint
Initial Complaint
Date:05/19/2025
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.
I cancelled and returned a cell phone from AT&T with *** Tracking # 1ZK10B179018424641 on 3/28/25, but they keep sending me a bill for $140.32 stating that I still owe, when I do not. When I contact the customer **********************, they tell me that they cannot help me with crediting my account for the return of the phone and charging me a $50 late fee.
Business Response
Date: 05/20/2025
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: 05/20/2025
I have reviewed the business response and accept this resolution.
**** Sharp
Initial Complaint
Date:05/18/2025
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.
I am charged in advance for service, and am disputing the charges on the bill issued on April 11th, 2025. I cancelled a line on April 13th, 2025. This line had the phone number ************. On this bill I was charged $61.33 for this line, as it had no multi-line discounts, or my current military discount that was applied for this line. On top of that, I was charged for the entire month of service instead of just the 2 days that the line was active. As this line was cancelled after the bill had been issued, I expected a credit for this, but that never came. I then have tried on 2 occasions to get this worked out, with both resolutions ending in the representative, most recently the representative named ***** *******, ATTUID OM2294, telling me that the bill was correct. I ask though, if this bill is correct, why is it ***** more expensive then the previous bill with all of the same lines, why was I charged for 30 days of service when I only used 2, and why was I not receiving my multi-line or military discounts for this line when I have for the last ~2 years? I would like a credit for both this mistake and the time in relation to dealing with it.
Business Response
Date: 05/19/2025
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: 05/19/2025
I have reviewed the business response and accept this resolution. I received the resolution I originally asked for and am satisfied.
Initial Complaint
Date:05/16/2025
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.
When I signed up for AT&T Fiber Internet 1000, it was advertised that I would receive a $5 monthly discount for using a credit card with AutoPay, and $10 off if I used a checking account (ACH/ETF).March 10, 2025 Initial payment of $90.26 (full price before discount).April 10, 2025 I received a notice that the $5 credit card AutoPay discount would be discontinued.April 12, 2025 I was billed $82.58, reflecting the last application of the discount.May 8, 2025 I called AT&T to cancel the service due to the removal of the promised discount and pricing changes.May 11, 2025 I was billed $90.26 for the billing period May 3 through June 2, despite having canceled on May 8.May 17, 2025 I will return all equipment to avoid any non-return fees.AT&T changed the terms of the discount shortly after my service began, which I believe constitutes bait-and-switch advertising. In addition, I was charged for nearly a full month of service after cancellation. I am requesting a pro-rated refund for unused service from May 9 through June 2. (Refund=25unuseddays2.9116 $72.79)
Business Response
Date: 05/20/2025
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: 05/20/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/16/2025
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 March 11, I bundled new AT&T mobility service with my new AT&T internet service. I was quoted an amount of $73.14 for **two** cellular lines, which includes the various discounts I am eligible for, but not for any administrative and insurance costs, which would be extra. My wireless bill is nowhere near that quote, and instead for this third month is for the amount of $149.52, which is even more than last month's bill of $125.78. I am also being billed for an installment plan on the phone I was told was an even-trade, and was not told I would be billed for at all, much less the $27 something they are charging me. I called AT&T today and was told now that my phone was not an even trade, and was worth only $800, not the $1000 for the phone I was given in trade. I was also told that virtually nothing could be done about my charges except to set up a case to handle the installment plan issue. I have been lied to, and misled on what the cost of the mobility charges would be, and I have attached documentation supporting this assertion.What I want to happen is that I be charged (as per the quote I was given) for all months previous and moving forward, the $73.14 per month for the lines (minus insurance on the phone and the administrative charges), and to be refunded the 1) cost of the overcharges for the plan these months and 2) refunded the installment plan charges for the previous two months and the upcoming May payment, and not be charged again for those. I also want acknowledgement that an even-trade was conducted.
Business Response
Date: 05/20/2025
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: 05/21/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/16/2025
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.
They have been throttling my account Since September of 2024. They offered me $1000 in bill credits if I traded in my phone. I was lead to believe that it was my phone causing the issue. However since upgrading my iPhone they have continued to throttle my account, despite paying for their Unlimited Premium plan. Which clearly states Unlimited talk, text & high-speed data that won't slow down based on your use I am a content creator and I use a lot of data, however I am not paying for subpar slow data speeds. They are charging me $145/mo for truly unlimited bandwidth but they fail to deliver each and every month towards the end of my billing cycle. If they didnt rope me into a 36month contract in order to upgrade my phone I would have switched to ******* months ago. But unfortunately in order to keep receiving the $1,000 bill credits for my old phone I have to keep their service. I am beyond frustrated with this and I need assistance.
Customer Answer
Date: 05/19/2025
Hi AT&T reached out and solved my problem. Thank you!!
Business Response
Date: 05/20/2025
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: 05/20/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/16/2025
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.
I canceled the AT&T business account ********************** and quickly returned the new phones using the return label provided by AT&T via **** Account opened 04/21/2025, canceled 04/26/2025. *** delivered to AT&T confirmed on 05/01/2025. But as of 05/15/2025, AT&T has not sent me any confirmation about the return processing status.I called AT&T customer ********************** multiple times to check on the return status, but their unprofessional representatives kept giving me different and irrelevant responses each time. It wasted a lot of my time and I still haven't received a clear or reasonable *************** I check my online account, it stated account canceled but they still billed me $1920.95 due on 06/03/2025. I was in the " Buyer's remorse period" such short time, they should not bill me anything.
Customer Answer
Date: 05/16/2025
Please see attachment for Proof of Delivery by ***.
Customer Answer
Date: 05/21/2025
AT&T office of the president has contacted me on 5/20/25, and applied the credit back to my account, they said the final bill will be zero.
Please close this case as problem solved, thank you!
sincerely,
****** *****

Business Response
Date: 05/21/2025
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.
Initial Complaint
Date:05/15/2025
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.
Im new customer went to store setup new account and they transfer my number to att and got disconnected but with att my service not active and im now been with no phone all day i call customer ********************** they dont know to fix it bcz they dont know my account and i dont know my account number im new a customer so they say nothing we can do ? So im now with no phone ? How att do business like that?
Business Response
Date: 05/21/2025
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 May 19, May 20, and May 21, 2025 and to date has been unsuccessful in speaking with the consumer. To address this issue and for account privacy, it would be beneficial to speak with the consumer.
Customer Answer
Date: 05/21/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:05/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a cruise package on 4 April 25 that included wireless service on board for 30 days from the start of the package. They changed their cruise service package on 16 April, and charged me 3 additional days at the new service rates ($20 per day). Customer ********************** said they cant trace international charges and the charges were legitimate in their system. I want the $60.00 in additional charges refunded. Terms and conditions were valid on the date of my purchase.
Business Response
Date: 05/19/2025
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: 05/19/2025
I have reviewed the business response and accept this resolution.

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AT&T is NOT a BBB Accredited Business.