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

  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

  439 Edwards Access Rd, Unit 202 Edwards, CO 81632

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  AT&T Arkansas

  1401 W Capitol Ave STE 420 Little Rock, AR 72201-2936

  

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:05/08/2025

  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 December 15th 2024 I went into the AT&T store in ********* **** to do a trade in for a a cellphone upgrade. The deal that they were running was to trade in my old iPhone for a new iPhone and it would cost 5 dollars per month for 3 years instead of 34 dollars per month. They told me I could mail in my phone to a trade in facility in *************** and in 3 billing cycles the bill would be for 5 dollars per month for the phone. I called on February 1st for an update and they said it was received in ************ on January 9th 2025 but would not reflect on my bill until March. My bill in March did not change so I called again and they said April bill cycle the promo would be applied. On April 24th 2025 I called customer care at ************** in which I was told they could not locate the phone I sent in. **** tracking number for the package is *********************. AT&T customer ********************** made a case for the issue on the 24th of April with no case number. On May 8th ***************************************************** my phone never arrived and if I didn't pay the full bill on May 8th they would shut off my service. Case number CM20250508-165975037. I called the trade in facility who told me the **** number or serial number for the device was *************** so when I called customer care back they told me the trade in facility had no **** number on file to give, they then told customer care that they tagged the phone on January 22nd 2025 as "tagged shortage" meaning the phone came damaged or the box was empty. I am being told there is nothing they can do and I either have to pay them 1000 dollars to be released from my 3 year contract with them or continue to pay the full amount for the phone for the next 3 years even though I should be getting the promotional deal as they advertised. I can't switch phone companies without paying a penalty but I am now being forced to pay 29 extra dollars a month for *********************************************************

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2025

  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 purchased an iPhone 16 Plus through Best Buy with AT&T service. After activating it, I had major issues specifically, I was not receiving incoming calls. I returned the phone to Best Buy within their return period and followed all instructions. Best Buy accepted the return.Afterward, I contacted AT&T multiple times to confirm everything was resolved. Each time, I was told that the issue had been handled. I no longer have the phone, and I believed the matter was **********, Ive been notified that I owe $1,122.56, and the charge has been sent to collections. This amount appears to be the full retail cost of the phone, which I do not have. I feel this is unfair, especially since I returned the phone due to technical issues and was told by AT&T that the matter was resolved.Tracking #: 1ZF344930367869265 Order Date: 09/29/2024 Order #BBY01-806970816755

  Business Response

  Date: 05/09/2025

  More Information...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: 05/09/2025

  More Information...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: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2025

  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.

  My brother, ***** ***** had a ***** phone account with **********************. He passed away 2/19/25. He had no wife nor children; and lived alone, at ****************************************************************************************. AT&T told me they could not close his acct. until I produced a death certificate, in person. I did this on 3/14/25, at the store on ******** **, *********, **; and was assured nothing else was necessary. Since that time, AT&T has sent me 3 bills, for $65.51. On 5/6/25, when I explained to AT&T *************) that my brother had no will, no executor, and no money, they threatened to have a collection agency call me. I live in **; and had nothing to do with this acct. Thinking there must be a better person to communicate with, I called AT&T again *************). Before I could finish explaining the situation, the girl hung up on me. I have a perfect credit record; and don't deserve to have collection agencies calling me regarding a bill that has nothing to do with me. Will you please help me.

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

  Today, 5/9/25, Mr. ****** ***** called me from AT&T Office of the President.  Mr. ***** apologized; and assured me the account would be closed, with a balance of $0.  Mr. ******* phone no. is **************. 

  Thank you, BBB for your help.  I really appreciate it. 

  **** Ellen *********

  Customer Answer

  Date: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2025

  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.

  On January ****** My wife and I went to this AT&T store in *********** to purchase a new phone since I was had an account with **********************. The representative told me that only 1 phone was in stock ( Iphone16 pink in color). I was not interested in this phone and we left to go to the *********** in ******. I purchased a Blue Apple 14 Iphone from the Apple store. I switched Phone carriers and on March 19, 2025 and received my final bill from AT&T for $89.08 which was paid. On April ******* AT&T billed me $874.16. I spoke with customer ********************** and they informed me this was for a phone I purchased on January ******. I informed them I never purchased an AT&T phone any of their stores. I have contacted customer ********************** and have spoke with many representatives that have agreed that I have never purchased the phone. I have had 3 fraud cases dismissed and was told to talk to the store manager. On May 3, I had a store associate review my situation and agreed that there was a no information on a purchase and told me to meet with the manager later that week. When meeting with the Store Manager (*****) he reviewed my info and left our meeting to disappear in a back room. When he returned he was reluctant to discuss the matter, told me to call customer ********************** and continued to tell me that he couldnt help any further. I contacted ******************** again and was informed by **** the representative that he was going to get this resolved. I opened up another Fraud case and within an hour received a notification to contact the Store Manager to resolve this. I continue to go in circles with the ************************* The **************** and the ************************** for a product I never purchased. I have put a hold on any funds requested from AT&T from my banking institution, however they have charged me during my final months as a customer. They have also threatened me with a collection department.I have enclosed a copy of my purchase from the Apple Store

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2025

  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 traded in 2 phones when I purchase my new phone. I was told I would receive $800 credit for each phone. This happened in Sept of 2023 and I have been strung along since that point with no credit given. The manager has since transferred to another store. I have continued to pay my bill and have been promised retribution. After 1 1/2 years I still have not been compensated for my trade ins.

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2025

  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 failed to apply phone trade-in promotion. Promotion included $1000 credit per phone trade-in and applied as a statement credit over 36 months with a monthly payment plan on a new iPhone 15 Pro Max. Two new phones were ordered on Wednesday, January 24th *********************************** phones (2 iphone 12 pros) was made. New phones with return boxes for trade-in phones were received on January 26, 2024. Trade in phones were packaged up and shipped on February 2nd 2024. As outlined in the tracking information attached. Both packages were accepted by **** on February 2nd 2024 at 4:10pm. From there an agent obtains the packages on February 6, 2024 at 7:25pm. After February 6th I cannot see any information regarding the phones. I contact AT&T customer ********************** in June as I was told the credit may take up to 3 months to start appearing but the credit has never appeared (see most recent statement April 2025). Contacted AT&T, they told me to contact the 3rd party agent pitney ***** and they couldn't locate the phones that I sent in. I've contacted AT&T several times with no resolution. I'm looking for payment of the entire credit or for the credit to be applied and back dated to this point and applied going forward.

  Business Response

  Date: 05/08/2025

  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: 05/08/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/07/2025

  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 10/13/24 my husband and I went to the ************************************* store to upgrade our phones. I had taken my son in on 9/29/2024, and the promo was that the trade-in value of the iPhone 12's would completely cover the amount of the monthly installment of the iPhone 16. The associate said the promo was still valid and even tried to upsell us to the more expensive phone. We opted not to do that, but we did purchase a watch because we thought we wouldn't be paying anything for the new phones every month. In November I got my new statement and not only was I not given the full amount of the trade-in as I was told I would, some universal home protection was added to my bill (something the manager actually told me I already had, but didnt realize it). I went into the store and the same associate seemed confused as to why we didn't get full credit because we got it within the promotion dates. He told me the manager would contact me. Almost a month later the manager called me and assured me he would get it taken care of. I never heard from him again. In January 2025, I and spoke with the interim manager "****." The previous manager and the associate I worked with had been fired. **** worked with his supervisor and it was discovered that my trade-in was NOT in the promo time-frame as I had been told it was. **** worked with his supervisor and I was assured that I would get a one-time credit of $960 to make up the difference between the partial credit I was receiving and the full credit I was supposed to get. In March I still had not received a credit and now spoke to the new manager "Crimson." Same thing as ****. He worked with his supervisor and told me I would get the $960 credit and to check with him the following week. I checked-in, he said check-in the week after that. I checked in the next week and he said his supervisor said it should be available after 3. Since then I cannot get a response. We are now in May and I still have not gotten a credit.

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/07/2025

  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 completed a trade in with At&T to upgrade my mobile device. The trade-in involved sending my old phone to the company in a box provided by them. I placed the phone in there in what would easily be considered Near-New condition and somewhere in transit or at the warehouse, it was damaged and a charge of over $200 was applied to my account. Upon calling 3 times I finally spoke to an escalation team who told me there was nothing AT&T would do about this. This feels predatory and like I'm being used to just charge extra for an offer the company made.Charge appeared on 4/30/25 The trade-in was initiated 4/14/25

  Business Response

  Date: 05/08/2025

  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: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/07/2025

  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 mistakenly paid my discover card bill to an old at&t account. ********************** is telling me that nothing comes up in when they search for my old account. But yet the payment was processed and went through to at&t. They want to send me to a store which i cant get to because of my job. I dont understand how they can accept my payment and process it but now they cant find it to issue a refund. $200 is alot to me and i shouldnt have to pay because i made a mistake.

  Business Response

  Date: 05/09/2025

  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: 05/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/07/2025

  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.

  My wife and I have had AT&T cell service for almost three years. Weve been happy with it overall. However, since Friday May 2nd, weve had no service at all in our neighborhood. Ive tried to troubleshoot with AT&T customer **********************, but they sent me to ***** saying it was their problem since I have an iPhone. I talked to ***** representatives, and they said the phone is fine because its a network tower issue. Ive tried to get answers from AT&T when this will be resolved, but Ive received no responses. They claim to have this guarantee to give bill credits when outages take place, but I have yet to see that. It has been a massive inconvenience and I would like some answers.

  Customer Answer

  Date: 05/07/2025

  My service is up and running again. The company reached out to me and all has been resolved. My complaint can be removed. I appreciate AT&T taking care of this quickly.

  Business Response

  Date: 05/07/2025

  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: 05/07/2025

  I have reviewed the business response and accept this resolution. Thanks so much for being prompt with a response and hearing me out. Great customer ********************** from AT&T.