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

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  AT&T Arkansas

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

  
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  AT&T Mobility

  4545 N Oracle Rd Ste 111 Tucson, AZ 85705-1781

  
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  AT&T Mobility

  6145 E Broadway Blvd Tucson, AZ 85711-4028

  

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:05/12/2023

  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.

  Purchased two IPhone pro *** on 05/10/2023 at store in ********** *******.Tried to get 2factor verification codes. Called Att and they refuse to help. Level 2 engineer said is not his problem and call ******* Its an Att issue, we need help, we can not get in our financial institutions because we dont receive the 2 factor verification codes. We can not can into our home alarm site because of not receiving the codes. Please help ** to get an engineer to help with this

  Business Response

  Date: 05/15/2023

  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:05/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to have two lines shut off. I still owed $53 on one phone but both contracts were up. I got charged $773.21 to my credit card because the person I spoke to made it to where I was paying all of my phones off which I did not ask for. I tried to dispute it with my credit card company but they somehow submitted paperwork saying it was rightly owed. I have been on the phone with AT&T almost 8 hours total and talked to numerous employees including two supervisors who told me they fixed the issue. I asked them to send me an email confirming what they just told me and she said they weren't allowed to send customers emails. I then asked her to talk to someone above her and she said she would have the person call me back. This is the second time I was told I'd get a call back and have yet to get a call. This is absolutely ridiculous and it has taken up so much of my time that I can never get back. They even took money directly from my bank account and they said it wasn't them.

  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.

  Customer Answer

  Date: 05/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/12/2023

  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.

  In August of 2022, I went to an AT&T store to purchase a cell phone. The representative offered me a $250 AT&T cash bonus if I switched from Xfinity internet to AT&T U-verse internet. I agreed and was promised to get a technician at my home to set-up the internet system. The AT&T technician never came to my home and no internet was installed. I never received any ******** from AT&T. On November of 2022, I received calls from AT&T stating that I had a balance. I phoned AT&T and they apologized for the mistake and zeroed the balance. They stated they would cancel the service and open a new account to set up a technician visit. The technician came to my home around December *****, 2022. The technician spend hours setting up the service because their was no wire service connecting from the main land line to my house. The internet service worked for a couple days and stopped. Delayed due to the holidays, I was on a family vacation during winter break, I phoned AT&T on January 9, 2023 and told them the internet was not working. AT&T promised to send a technician to support but no service was provided. My account was cancelled on January 24, 2023 due to an alleged balance that was not paid. I have attempted to resolve this issue with AT&T without success. I am told my account has a balance of $77.30, after returning their equipment. AT&T turned my account over to a third party collection business, so now my credit is negatively impacted. I am told the billing cycle being disputed is dated from December 22, 2023 to January 24, 2023. I do not agree that I should be billed from December *****, 2023 since the service was not installed yet. I do not agree that I should be billed December 30, 2022 to January 24, 2023 because the internet was not functioning. I was out of town on a family vacation and was not home from December 30, 2022 and returned January 9, 2023. I want my account removed from collections and cleared. I was denied the $250 cash bonus.

  Business Response

  Date: 05/19/2023

  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 05/15/23, 05/16/23, 5/18/23, 5/19/23 and to date has been unsuccessful. AT&T completed the requested resolution. We believe this should fully resolve the consumer's issue.
  
  

  Customer Answer

  Date: 06/09/2023

  On May 19, 2023, ********************* contacted me to resolve the issue promptly. ******* was credited and refunded the amount requested. ******* received collection calls for a few additional days.  The calls have stopped now. ******* appreciated the support from the office of the president. ******* am satisfied with the result.   I hope my credit score recovers soon as well.  Thank you. 

  Customer Answer

  Date: 06/09/2023

  On May 19, 2023, ********************* contacted me to resolve the issue promptly. ******* was credited and refunded the amount requested. ******* received collection calls for a few additional days.  The calls have stopped now. ******* appreciated the support from the office of the president. ******* am satisfied with the result.   I hope my credit score recovers soon as well.  Thank you. 

  Customer Answer

  Date: 06/09/2023

  On May 19, 2023, ********************* contacted me to resolve the issue promptly. ******* was credited and refunded the amount requested. ******* received collection calls for a few additional days.  The calls have stopped now. ******* appreciated the support from the office of the president. ******* am satisfied with the result.   I hope my credit score recovers soon as well.  Thank you. 

• Initial Complaint

  Date:05/12/2023

  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 have been contacting AT&T about my internet problems since July of last year. They come out and half fix it so it will work for a little while. Then it starts to repeat it self by doing the same thing that I have been complaining about. The problem seem to never get fully resolve. I pay my money every month just to have internet issues. I never know when the system is crashing until I look at the screen and see that the lights on my modem are red or flashing red and I have no Broadband or service. It is very shameful that I have to keep making complaints against AT&T. If I pay for service I should receive good service, Plus I call today only to get the phone hung up on me with no return call. I felt like the tech though I was lying. I just want what I pay for every month just like the next customer

  Business Response

  Date: 06/06/2023

  AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

  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:05/12/2023

  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.

  On May 4th 2023 I ordered a NEW (as in brand new, factory sealed, never been used or touched) iPhone 14 red 256gb from AT&T online. This was also qualifying for a trade in promotion in which I'd send in an iPhone 12. The phone I received a few days later had already been opened/used, order 23-272996441879089. I spoke to an agent on ******* who set up an exchange and PROMISED I would receive a BRAND new factory sealed phone. Order ******************. It came and was the same thing - used returned and resealed. This is fraudulent! You cannot send someone a used phone when they ordered a new one. I've tried EVERY avenue of customer ********************** and no one would help me. They keep telling me to go to a local store but I shouldn't have to go anywhere just to get a new device! But no local store even has the product in stock to exchange for. Now my account is all messed up. I don't know what's going on with the bill. I want to make sure I don't get charged for either phone.

  Business Response

  Date: 06/06/2023

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

• Initial Complaint

  Date:05/12/2023

  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.

  Black Friday 2022 I ordered three phones for my children and one iPhone 14 for myself. They did not have the iPhone ******************************************** late December I called to check on the status and they told me it should be here in January. I called in January as it still had not been delivered and they gave me a tracking number, showing it was still in ******, but assured me it would be delivered in a few days. January 18th (ish) My current phone was disconnected while I was working. Once I had a break at work, I used the salon phone to call AT&T and figure out why my phone was not working. My phone service had been transferred to the iPhone 14, that I never received. They still showed that it was indeed still in ******. They reactivated my current phone and had me file for a lost in transit to get a return on my installments, and a refund for the taxes that I had already paid on the phone. I never got a resolution. Phone call, after phone call (youre always on the phone for hours) I went to an ATT store 4 different times. Each phone call and each time I was told that the issue would be resolved but it never was. Then I got charged 560 something dollars for not returning my current device for the exchange.. I couldnt exchange it as I never received the initial item I ordered. They did finally refund me $500 of that after multiple phone calls. There has been case after case open and on May 3. I found out that the cases keep getting denied because someone swapped the **** number and made it look as though I was the one who called in and activated the iPhone 14. The guy was extremely apologetic and assured me that not only would I get my installment refunds, but I would also receive additional credits on our line, as I have been made to look like a liar for months, and have spent 25+ hours talking on the phone with AT&T representatives, with no success. I will hire a lawyer, have them pull all recorded conversation, get my credits and damages.

  Business Response

  Date: 05/16/2023

  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:05/12/2023

  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 have been charged an excess amount when my bill shows something different and I have been paying more and no one has fixed it .. I have wrote a letter 4 months ago and called an I'm still being charged and can not work

  Customer Answer

  Date: 05/25/2023

  I have trying to correct an issue that was done from the store who took my trade in and did not apply the correct credit

  Billing Adjustment

  Business Response

  Date: 06/01/2023

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

• Initial Complaint

  Date:05/12/2023

  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.

  I have been a royal customer of ********************** for well over 40 years. On May 11th, out of the blue, I found that my landline telephone, which had been working until the evening of the 9th (?), was no longer available. Results of my conversations with AT&T reps in different divisions are summarized as follows: (1) my telephone number seems to have been stolen by somebody; (2) my account for the stolen telephone number has been closed; (3) AT&T released the telephone number to a company called Neutral Tandem; (4) the telephone number has already been assigned to one of Bobcat Machine dealerships in ******; and AT&T cannot do anything about the stolen telephone number since it has been already reassigned. I do not recollect receipt of any correspondence from AT&T regarding the cancellation/release of my telephone number, nor none of the AT&T reps clearly indicated any record of their receipt of a cancellation-request from me, which AT&T should have in their records. Instead, AT&T tells me that AT&T has no means to recover the stolen telephone number and suggesting me to obtain a NEW telephone number at a much high monthly charge. I have kept the telephone number FOR GOOD REASONS and never missed any payment. Now I have to inform my business clients, friends, etc. of the unexpected loss of my telephone number and provide them with my cell phone number (which I like to keep for private matters only). Furthermore, since the landline was a part of a combination deal with Internet service, the next bill will be more than two times as much as I previously paid for the Internet portion. I feel that AT&T is to be more careful in handling personal information, and I am frustrated by the lack of reasonable explanation and effort by AT&T. I hope BBB will provide assistance that I won't be able of achieve by myself as a mere individual customer of **********************. Information regarding my account number and the applicable (stolen) telephone number will be provided to BBB if needed.

  Customer Answer

  Date: 05/18/2023

  I would like to report to BBB that the issue (i.e., my telephone number was taken away without proper authorization) appears to has been solved.  Though it took AT&T just about one week, I am pleased to have the telephone number back. As a courtesy, I left a 'Thank you' message to the person who took care of the issue on the AT&T side.  I only wish that AT&T had provided, and its employees had been aware of, a reasonably simple way to navigate its customers to the most applicable division/personnel without creating unnecessary chaos.  Also, many thanks to BBB as a matter of course.

  Business Response

  Date: 05/19/2023

  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: 05/19/2023

  The problem has already been solved. That said, I'd like to have this case closed.

   

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AT&T promised $800 per phone traded. Two iPhones were traded but customer only received $160 per phone traded in the form of gift cards, (payment has been made to account balance using these gift cards). AT&T refused to return traded phones. And still owes the customer a credit of $480 per IPhone, a total of $1280. Once customer receives the full credit that was promised several times in conversations with AT&T representatives and when applying for the trade ins, customer will make the remaining balance payment. The account is now closed and they are threatening to send account to collections, they still havent unlocked the phones. Customer request the remaining credit of $1280 and phones to be unlocked so they can be used with another carrier. Once this request is met, customer will pay remaining balance for the account.

  Business Response

  Date: 05/15/2023

  AT&T Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, AT&Ts position remains unchanged.

  Customer Answer

  Date: 05/17/2023

  I am rejecting this response because:   Customer request the remaining credit of $1280 and phones to be unlocked so they can be used with another carrier. Once this request is met, customer will pay remaining balance for the account.

  Business Response

  Date: 05/18/2023

  AT&T Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, AT&Ts position remains unchanged.

  Customer Answer

  Date: 05/19/2023

  I am rejecting this response because:   Customer request the remaining credit of $1280 and phones to be unlocked so they can be used with another carrier. Once this request is met, customer will pay remaining balance for the account.
  

  Business Response

  Date: 05/24/2023

  AT&T Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, AT&Ts position remains unchanged.

  Customer Answer

  Date: 05/25/2023

    I am rejecting this response because:   Customer request the remaining credit of $1280 and iphones to be unlocked so they can be used with another carrier. Once this request is met, customer will pay remaining balance for the account.

• Initial Complaint

  Date:05/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of identity theft, someone opened a AT&T cell phone account using my information, I have asked AT&T to close the account and not report it to my credit bureau. I received a Bill the account number is ************

  Business Response

  Date: 05/25/2023

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

  Customer Answer

  Date: 05/25/2023

  I am rejecting this response because:   They rejected my complaint twice, demanded information not relevant to the complaint, I need assurance that my person information has been deleted and/or destroyed permanently, and NOT keep with AT&T 

  Business Response

  Date: 05/30/2023

  The AT&T Office of the President spoke with the consumer on (5/30/2023) regarding a notice received from the Better Business Bureau. The specialist advised the account was deemed fraud and close; however we are unable to deleted the account and the consumer declined. The consumer stated they were not satisfied. AT&T believes that the cancellation of the account for fraud, and flagging information user to open account should fully resolve the customer's issue.

  Customer Answer

  Date: 05/30/2023

  I am rejecting this response because:   There is no reason not to delete my persona information that should not have been collected in the first place. AT&T could not give me a reason not to delete my information other then they don't want to.