Complaints

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

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  AT&T

  208 S. Akard St. Dallas, TX 75202

• 

  AT&T

  3417 Murdoch Ave Parkersburg, WV 26101-1004

• 

  Active Communications - AT&T

  870 E Valley Rd Basalt, CO 81621

• 

  Active Communications - AT&T

  1809 Central Park Drive Unit 206 Steamboat Springs, CO 80487

• 

  Active Communications - AT&T

  20 Market Street, Unit A Glenwood Spgs, CO 81601

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:06/04/2025

  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.

  I was offered an promotional discount of $25 monthly during the initial installation for AT&T Fiber internet. The promised discount ($25) never applied into my account. I have been calling the representative to resolve the issue, I was told by ******* that everything has been approved on 4/28/2025. I waited for 2 weeks and checked on my account, $25 has not been applied. I called her again on 6/3/2025 and her phone number has been forwarded to AT&T customer ********************** and no one can help me to resolve this issue. I need to file a complaint for misleading the advertisement. Your attention to this matter is appreciated. Thank you.

  Customer Answer

  Date: 06/06/2025

  AT&T has resolved my issue.  I would like to close the complaint.  Thank you.

• Initial Complaint

  Date:06/04/2025

  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.

  We received a gift card for $350 for signing up for fiber internet service.We were never told that the gift card would expire.All I want is to have a new gift card issued and I will then make sure it is used right away.

  Business Response

  Date: 06/05/2025

  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: 06/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/04/2025

  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.

  I went into the *********** to purchase a phone charger at the location of ******************************************************************************. A young man. by the name of ***** assisted me. He sold me on a iPhone 16. He stated it was a special and I would have to pay anything additional because I had cable and additional lines. I even called my husband as the deal was only a cost of $8 monthly for the service as he got a new phone and tablet. The additional cost should have been an increase by the service for the tablet. A couple days later I contacted AT &T *************, because I was sent an email with the break down of the cost. I went back to the store and informed him and he stated he would take a couple of billing cycles before it would balance out. I failed to mention the manager (****) was in the store and confirmed what ***** had stated, "I wouldn't have to pay a ***** more than I was already paying due to the promotion, this took place Feb 12, 2025.After speaking to the 1800 number around 2/15/2025, I went back into store and was informed ***** was off. Two days later I was told he no longer worked there. In the week of Feb 20, I went in again and spoke to store manager CeCe, she called AT & T and explained that I should have been credited. After approximately 3 months I finally got the credit for my husband phone, but I'm still owed $200 for my phone. I was only given a $1000 credit vs what I was told.We are in June and I have been still not been given my credit. Each month since February I have gone to the store and given a different story. I would like to get the $200 credit I was told that I would be given. If someone from AT &T look into the matter they will be able to see all the calls I've made perhaps not my visits but calls. I would love to see ****** resolve this issue. Thanks in advance for your assistance.

  Business Response

  Date: 06/06/2025

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

  Customer Answer

  Date: 06/06/2025

  I have reviewed the business response and accept this resolution. I am satisfied with resolution.

• Initial Complaint

  Date:06/04/2025

  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.

  AT&T we have been with this company for years and every month our bill increases a lot. We have 2 lines and pay almost 250 a month also the phones we have had for a long time and it seems that the payments never decrease, always increases. No one can afford this. I would like someone to explain to me why my bill increases every month.

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/03/2025

  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.

  Account # ********* - I always have a problem with trade-ins with AT&T. 1) the phones were switched on my bill, the iPhone 13 Pro Max ($ *****) with no promo discount was on my husbands phone *************) and his phone the iPhone 14 Pro with a promo ($***** - $22.23 disc) was on my phone # ************. I traded in the iPhone 13 Pro Max (************) which I had only 4 payments left however, when I did the transaction to trade-in the phone to get a new iPhone 16 pro max i had to pay off my phone. I should have only paid $122.24 ($***** x 4) but I was told I owed $363.98 in order to trade in the phone and get the new promo, I paid it. Once I looked on my bill I noticed that I was charged to pay the iPhone 14 Pro which I did not trade in. We still have the iPhone 14 Pro I was told to pay the phone and gave up the promotion. I traded in the iPhone 13 Pro Max and have already sent it in, but the website does not show status (tracking 1Z K10 B17 ************). I called your customer ********************** and they were not able to help, they kept telling me that I everything was correct on my bill, when I asked to speak to a manager I was told they were not available.

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/03/2025

  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 have a prepaid phone that I feel like I am adding money all the time. I want to cancel my account but they said they don't give refunds. If I don't add money by July 2. I will lose the *****. I just want to close this account and be done not keep adding money.

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  I file a complaint with At&t and I an call from the corporate office today. Everything was taken care of for me. The account was closed and I did not lose my money. Thank you BBB. ************************** 
  Sent from *********************** (**************************)
  
  

  Customer Answer

  Date: 06/05/2025

  I have reviewed the business response and accept this resolution. I file a complaint with At&t and I an call from the corporate office today. Everything was taken care of for me. The account was closed and I did not lose my money. Thank you BBB. ************************** 
  Sent from *********************** (**************************)
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  New phone for son in March ************. $350 for his good phone. Told that I could just pay the $550 off early and make it go away (liar). Not getting the $25 charge / $25 dollar credit?? LIAR- cannot pay of early, getting a $9.00 credit monthly for 35 months. OR pay the whole thing in full. LIAR. I could have sold that phone for $350. and not $9.00 month. Could have gone to ******* for the $30 charge / $30 credit for 36 months. After 25 years of loyal service without a late payment. I was also promised $20.00 a month for one year because of 25 years service. ****. Nothing. Just liar, liar, liar. Your person told me that I could just pay $900 for phone and leave and lose the trade in.

  Business Response

  Date: 06/04/2025

  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: 06/04/2025

  I have reviewed the business response and accept this resolution. I wonderful Lady named ******* contacted me and treated me like a 25 year customer.  She asked what happen and listed to the story. So polite. She had some of her own ideas for resolution. They were acceptable. It corrected the wrong information provided by the salesman at at&t store. ******* is a huge asset to AT & T. She brings the love for AT & T.  Thanks, ******

• Initial Complaint

  Date:06/03/2025

  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 upgraded my son and daughter's iPhones in December of 2023. AT&T was offering promotion in which they would apply a $23.06 credit to each phone on a monthly bases to cover the cost of the phone as long as the account was in good standing. The credit was applied in January but an error occurred and they stopped applying the credit from January-August 2024. I contacted them and they corrected the error, started applying the credit in September and credited each account $184.48 in October 2024. In November 2024 they stopped applying the credit again. I called on January 29, 2025 and they said they would correct the error and it could take 3 to 4 billing cycles to correct the error and receive the credits. I called again on February 14 and they said it would be corrected on the March 2025 invoice. I called again on April 3, 2025 and they said it would be corrected on the May invoice. I called again on May 5, 2025 and they said it would be corrected on the June invoice. I just received the June invoice and it has not been corrected. They currently owe $184.48 per phone ($368.96 total). I have an active case number for this issue which is **********

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:06/03/2025

  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.

  At&t is refusing to unlock a phone that I purchased from the store in 2022 and paid off last month. At&t customer ********************** tried to tell me it wasn't able to be unlocked because it wasn't paid off. Then then I told them I had receipts of me paying it off they said they couldn't unlock it because it was marked as stolen by att and the imei number was blacklisted in 2022 prior to me purchasing it. This is a falsehood for several reasons including 1) at&t would not service a phone that was blacklisted, especially not one they themselves blacklisted. 2) the spectrum employee assisting me to unlock my devices and move my number from at&t ran my imei number as in their system and was able to show me that my device was not blacklisted. After we told this to the at&t customer ********************** representative they told me that I had actually never paid anything for my phone and the payment were actually going to a different phone. But they were unwilling to tell me what phone this was, where it was shipped to, when it was activated, what number was associated with it, or any other information about the different phone I was supposedly paying for instead of the phone that I purchased from at&t 3 years ago. After I questioned her about how this could have possibly happened she placed me on hold for ***** minutes before eventually hanging up on me. My device is being held hostage because at&t does not want me to close my account. ********************** has also been adding insurance and premium add ons to my lines for some time and I have had to continually go into the store to cancel them. But I honestly don't care about that if I can just get my device unlocked or get an unlocked device from ********************** to replace my device as I can't afford to replace a device that is working that I have paid for.

  Business Response

  Date: 06/05/2025

  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: 06/05/2025

  I do not believe the story I was given about why they blacklisted my imei as I was told the phone was sold to another person, reported as stolen, and then sold to me. Which doesn't fix the problem that a phone with a blacklisted imei ca not have service. But I am done wasting my time with this company and have closed my account as I have had several Issues with them adding unwanted addons to my account and not wanting to refund me after. They have, however, unlocked my phone and I am able to use it on another carrier now. 

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/02/2025

  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.

  Purchased new phone , Hotspot(WiFi)& tablet. Offered tablet for $1 with purchase of phone. Added the Hotspot with request for enough GB to use for tv watching. Salesperson assured us 15GB would work. Could never get ************ to sync after several visits to AT&T store. All the while paying for product. Upgraded to a newer ********* connected. Went about our tv watching.Then billed for overages over $500. At time of purchase we inquired about a service that would give us unlimited use. We were told the hotspot was only option. When I visited AT&T store yet again concerning this product & charges I was told 15 MB would not allow many hours and there were messages sent to notify me of overages. Salesman said I used it I owed it and walked off. Next I called AT&T support and basically got same story BUT I could purchase a system that gave me unlimited WiFi access through my phone for $60 per month. AT T wont accept return of hotspot but informed me I still have to pay off even though its of no value to me. In addition Im being charged full price for the tablet that was suppose to cost $1 with new phone.I purchased their $60 per month router. And offered to pay overage cost as that same deal but they refused to accept that. Its the same WiFi service with different plan. I want reimbursement for hotspot purchase & charges plus charges for tablet.Thank you,BBB for looking into this ***** *****

  Customer Answer

  Date: 06/05/2025

  I received call from AT&T and after discussing my complaint we came to agreement. The charges to my account have been removed and I am able to return item in dispute. 
  Thank you BBB for the assistance to those who have been unable to resolve issues on our own.

  ***** *****

  Customer Answer

  Date: 06/05/2025

  I received call from AT&T and after discussing my complaint we came to agreement. The charges to my account have been removed and I am able to return item in dispute. 
  Thank you BBB for the assistance to those who have been unable to resolve issues on our own.

  ***** *****