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

• 

  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:05/19/2023

  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.

  AT&T Wireless Account details -Wireless account *********************************** and I signed in a contract in December 2022. Contract was getting a iPhone 14 plus mobile with a premium plan for wireless and monthly bill of 64 dollars. I immediately moved in from ******* to AT&T. As per contract I was to trade in my old iPhone to get the new one for free.I received the new phone in December and then I tried trading the old phone with AT&T but the pick up was never scheduled inspire of me calling them several times. I called them and said I will be in ****** for Christmas and ** and AT&T advised me to give the phone in any shop in ******. I agreed and went to ******. I tried giving the phone in ********* AT&T shop and after checking the phone they started the process but at the last step they mentioned they won't be able to accept it as the system was not allowing them as phone was already marked as received and was a system error or the person who did the contract put the field as completed and hence they didn't take the phone back and advised to speak to AT&T.I called AT&T back and they said I can give the phone back when in **. By this time I had already tried giving the phone back. I fell sick and had covid so quarantined myself in the house and when I was well and went back I had then lost the phone somewhere and couldn't find it. Assuming post covid the house clean was done and lost the phone.I called AT&T and told them I won't be able to return and happy to give the new phone back and cancel contract. They had a long discussion and advised they will waive it off and no need to return the phone and no extra charge will be done and that they will take care. My bills started coming to 104 dollars from actual 64 that I was promised and when I called them they said they were charging for the phone. they told me to pay in full and stop the contract else bill will be 104 dollars every month. I said I can't pay so high but they made me pay full amount of the phone **** $

  Business Response

  Date: 05/26/2023

  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:05/19/2023

  Type:Order 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.

  At&t has an outage in our area since May 11. I reported it 7:30am. I've made numerous calls and nobody's come to assess the problem. We want our wifi back. The technician for our area is out on medical leave. Please advise att to repair asap.

  Customer Answer

  Date: 05/25/2023

  Received VM from consumer indicating she received a call from AT&T but they had not yet resolved the issue. 

  Business Response

  Date: 06/09/2023

  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:05/19/2023

  Type:Product 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.

  So where do I begin with this awful experience, I have encountered with the *** cell phone service department; in August 2022 I decided to switch over to *** from a competitor and it has been a headache since and I feel this way due to the promotional deal that was offer. I wish the salesman would have been upfront and honest with letting me know that I was going to lose money from this promotion, and I would have stayed with TMOBILE. The promotional offer was 25% off my wireless bill that hasn't been rewarded, 4 -$250 gift cards per line I brought over to ***, $750 for two previous paid off iPhone I wanted to trade in for bill credits to make the bill lower (boxes for the phones to be returned, nor did the field salesman manager come pick them up like he stated). So, with all that being said, I am paying for that I originally was at TMOBILE, and the icing on the cake, my gift cards that I had to fight for weeks are now expired and *** reward member ************* and ****** ) pretty much let me know they don't know what do and I have should spent the money as quickly as possible. Well, that response didn't and will not sit well with me, I do know it's illegal to offer a promotion and now comply, it was stated I could transfer the gift card money to APPLE PAY that's a lie! They took my money because I didn't use it in their time frame this is hard to walk away from; so, I am not understanding why they just didn't credit my account with the money, you have my account information. I am looking to post this other place because I know it's not just me this has happened too; I am refusing to let *** take my money and not honor the full promotion; if they can't fix this ASAP they need to pay for my service to move back over to TMOBILE. As a veteran I dont deserve this type of service!

  Business Response

  Date: 06/02/2023

  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:05/19/2023

  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 contacted AT&T Customer ********************** Department by dialing 611 on May 10, 2023. I was informing them that on one of phone number on my account would be on a cruise ship the next week and what plan did I need to purchase for using this phone. I also informed them that I had purchased a plan with the cruise ship but was told by the school (senior ************ trip to contact my phone carrier as well. I was told by the AT&T representation that I did not need to do anything additional. I asked if they were positive. They said they would check with someone and then came on the line to inform me that I did not need anything further. On Wednesday May 17, my family member using the phone number mentioned about went on shore for an excursion. On Wednesday, May 17 at 12:41 pm CST I received a text message from AT&T informing me that I had over $300 in international data charges and to go to att.com or call ************ to help reduce charges. I called to inquire why I was receiving the charges. I also informed them that I can called prior to the cruise to ask what I needed to do and now I am getting this text message. On this call **** was trying to be helpful and offered a plan for $10 per day for Wednesday and Thursday since these were the two days off shore and then $100 for a 30 day plan. This changed my total from $300 to $120. I was told that the $10/per day plan could retro to the beginning of the day. It could only start from the time of the request for 24 hr period. My complaint is that I should have been informed of this when I called on May 10th and would have selected the $10/per day when they would be off the ship. I have been a customer for over 25 years and this is not right. I should not have to pay of the $100 day plan or the $300 that started on May 17. I will not have my actual bill until next month but feel this can be resolved before then.The phone number in question of these charges is also a military dependent.

  Business Response

  Date: 06/12/2023

  ************************ of the ********* 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:05/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an arrangement to pay with AT&T that should have be auto debited from my credit card per the emailed arrangement to me. The agent scheduled the payment instead of actually making the arrangement. My email states arrangement. I've talked to 3 agents that could not see the arrangement and repeatedly asked me for the whole payment. 5/17/23 the 1st payment should have been debited. The second payment on 5/31. Even though they can see the arrangement for 5/31 on the account all agents asked for the entire payment of ******. My services should not be disconnected due to an internal error.

  Business Response

  Date: 05/24/2023

  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.

• Initial Complaint

  Date:05/19/2023

  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.

  April 17, 2023, Outlook stopped communicating with the AT&T server for email. When we attempted to log in online to email account ****************** on April 18 we were asked security questions we do not remember ever setting up. I answered as I thought I might have, but I do not recall ever setting security questions and do not have them in my password log (off line, *********** log, of course). I called customer ********************** twice within the following week. First person said they would send a link to reset the password to either my husband's email or text my cell - they never did. Second person said to request recovery of the account and that department would get back to me. They claim a large number of accounts were compromised and the "email department" was working of restoring them. Five weeks and no one responded. May 18 I received three calls from AT&T that I could not answer at the time (driving). I called back May 19, this agent said that all she could see was that the account was locked for "fraud" and lost to me permanently. No one who has access to our email settings has ever set any security questions in the 15+ years we have had these email addresses. The phone number contact info is my cell, please leave a message in case I cannot answer at the time. The email contact listed is a new email. I still would like access to the 5+ weeks of emails.

  Customer Answer

  Date: 05/19/2023

  Within 3 hours of emailing everything to BBB, *** called me and I have access again. I can log in online only, but it's a start. Outlook and the *** server still will not acknowledge each other.

  Business Response

  Date: 05/22/2023

  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: 05/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/19/2023

  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 have had an att.net email account for several years. I am a previous att customer and that is how I had the email. A month ago, I could no longer log into my email, despite having the correct password. Att said I must reset the password. But in order to do so, I had to answer security questions. I answered the questions with answers that should be correct but att is not accepting it. As a result, I am now locked out of my primary email that is linked to my banks, healthcare and much more. All because of ATT. I have spoken to their customer ********************** and they continue to say there is nothing they can do. I find this unacceptable as I have seen others online (many have the same issue), able to get back in despite being told by reps that there's nothing that can be done.

  Business Response

  Date: 05/22/2023

  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: 05/22/2023

  I have reviewed the business response and accept this resolution. Thank you.

• Initial Complaint

  Date:05/19/2023

  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.

  After submitting a claim and submitting information to my carrier and explaining my reason of depart multiple times to upper management within AT&T with no resolution has resulted in an increase in spam calls, harassing calls by solicitors, and calls requests to speak to an unknown person who my number is not associated to, and a manger calling me today (5/19/2023) from AT&T with no clear resolution, which it seems AT&T holding me hostage/forcing to stay with the network. I have inquired about new services and started the transfer process, but AT&T is refusing to release to unlock and release my devices. My reason for leaving is due to poor service, service interruptions without notice, speaking to multiple managers and reps to correct the issues, and being on the phone for 4+ hours at times, affecting my career and personal life, and causing me to have mental health breakdowns. attached is an example of when I was told that the network was corrected but shortly after the call failed once again after being on the phone with them for 2 hours again via my PC; which I had to download an app to call ***************** Also, as you may see all the times I called AT&T and had enough.

  Business Response

  Date: 05/26/2023

  The AT&T Office of the President spoke with the consumer on May 23, 2023 regarding a notice received from the Better Business Bureau. The specialist offered details regarding unlock eligibility and the consumer stated they were not satisfied. 

• Initial Complaint

  Date:05/19/2023

  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.

  Landline services from AT&T have been in progress for 10 days. Senior Citizens reside at home with no communication access to contact Health, Medical, Fire or Police assistance if needed. No status or corrective actions have been provided.

  Business Response

  Date: 06/05/2023

  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:05/19/2023

  Type:Product 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.

  Got an email in March that stated I owed for a mobile bill in the amount of ******. I don't have an account with **********************. I thought it was a scam so I contacted them. They confirmed that I did have an acct there. I told them that I had never opened an account with them, I was sent to fraud department. I had a hard time getting to talk with some one on the phone. When I finally reached someone & told them the situation, they asked me for my acct# an phone #. I informed them that I didn't know any of that because I didn't open the acct. They told me to look back at the ********** would have an acct# on it with the last 4 digits of the phone number. I gave them that ****************** asked me to confirm my email address & last 4 of my SSN & stated that was the information that they had. They couldn't tell me anymore information because I didn't have the password to get into the account, even thought my name & email matched, they wouldn't give me anymore information. I was told that they would cut the phone off, but the charges wouldn't stop. They emailed me some forms to fill out called a identity theft victims ********************** & to go get a police report. I did all of that as requested on 3/20/** & emailed the forms back. Police report # **-026099. It would not allow me to email all 4 at one time so I called & asked if I could fax or mail *********** said no. I emailed them 1 by 1, the way it was set up you had to attach 4 separate documents to send it. Got a email back that stated they had received the documents. A couple weeks later I got a email saying that the case was closed because I didn't send all the info requested. I called & was told that the ** I sent was too dark to read (it's not dark on my copy) & that the police report was not received. I was asked to email again and I did. I got yet another email stating that the case would be closed b/c I didn't send all the info requested. The bill is now ******** it's been reported to all 3 credit agencies

  Business Response

  Date: 05/28/2023

  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.