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:05/09/2023

  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.

  In December of 2022 I decided to leave the cell phone service provider I was with at the time to join the AT&T family. This was because of a friend that told me about an outspoken AT&T representative at the ********** located at ********************************************************** with extremely great deals. I decided to make that trip to see what offers were available. The representative *** was very nice and very clear with everything he explained to me. I was told by *** that my bill would be $189 every month once after the first few billing cycles. This is the only reason I agreed to switch companies because it was around the same amount I was paying with older phones. Fast forward to now I'm getting conflicting stories on why my bill is 204 moving forward and I don't appreciate all of the different answers to why the $14 credit was taken of my bill. I noticed a month after I paid the first $189 I called AT&T because now my bill was $204. The repersentaive at that time told me that it was because I was given an extra credit the month before that should not have been there so it was applied back to the bill that month (April) no problem I wasn't happy but went with it. This month it was the same thing and I'm beyond unhappy and dissatisfied with the different responses I have received about the extra $14 that's been applied to my bill. I was quoted a price in store with taxes and fees and was also told it may be no more than what we discussed. For me to speak with several representatives that are telling me otherwise is making me rethink my discussion to be with a company that doesn't hold to their agreements. I called on May 4th spoke to *******, ***, and ***** the supervisor all about this matter. I was told that a received a credit of $14 for a device I was supposed to turn in and never turned it in, so it was taken off. I never agreed to this because I didn't have a device to turn it. After these several phone calls ******** from escalations (case#*******) calls to tell me that wasn't true, and my bill is correct. I don't appreciate being lied to get me to switch companies if I'm going to pay different prices then what I'm quoted. I work hard for my money, and I choose to leave the company I was with to come to AT&T. There should be a better way to conduct business.

  Business Response

  Date: 05/10/2023

  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:05/09/2023

  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.

  Paid off the cell phones balance and current bill. Only after this is done will AT&T unlock the cell phone numbers to be transferred to another company. On September 14, 2022, the new carrier email indicated, We have unlocked the phones with AT&T and are receiving confirmation... Called to confirm payments of account and paid-off amounts for both cell phones. AT&T sent on September 21, 2022 at 11:17a.m. AT&T representative sent an email ...we have reviewed your request and confirmed that the device may be unlocked. On January 2, 2023, AT&T billing cycle for the next month on an account that is closed and operating under another company. $189.89 because of AT&Ts poorly designed billing system. If there were additional payments due, there should be some indicator for AT&T representatives to read/explain to customers. Other companies display on their billing statements and the impact of the next billing cycle when payments are made. The company Ive transferred to is very clear and their employees understand their billing processes and can explain it to their customers. January 9, 2023, AT&T representative ******************* confirmed the final payment of $1346.95 and that the account was cancelled on September 24, 2022. The account with ********************** was finalized. Cell phones and billing payments completed. But, because of their billing cycle, there is a balance due. This simply does not make sense. If there were additional payments due, AT&T would not have unlocked the phones and confirmed the accounts were cancelled. It is not the consumers responsibility to interpret AT&T billing systems nor train AT&T employees how to communicate their cancellation of accounts. It is unjust for AT&T to bill for services that 1) were cancelled, 2) confirmed final payments by AT&T reps, 3) unlocked and release cell phone numbers and 4) unable to identify any upcoming charges within AT&T billing system.

  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 May 10, 12, and 16, 2023 and to date has been unsuccessful. AT&T completed the requested resolution. We believe this should fully resolve the consumer's issue.

• Initial Complaint

  Date:05/09/2023

  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.

  My name is ***********************. On 1/6/23, AT&T Technician ******* came to our home at *********************************************** to fix our DSL internet and replaced the internet cable outside. It was left above ground and spans about 200 feet from our house down the property line to end of the road. He advised that AT&T would come out in one week to bury the wire and they have not. It has been over 2 months and each time I call I am on hold for 2+ hours with no resolution, the last call made on 3/13/23. My internet account #************. I just need the line buried before it gets cut accidently and needs to be replaced again.

  Business Response

  Date: 05/10/2023

  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:05/09/2023

  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 called to cancel my ** service and the agent convinced me to keep it because he said my bill would actually be higher if I only kept internet since Id lose my bundle and my internet cost would go up. He quoted me between $120-$130 for just my internet. After he added in the promotions he gave me a quote for both tv/internet then later stated my total bill would actually be even lower at around $65. I have now been billed for 2 months at almost $130 which is roughly what I was told just my internet would be if I canceled the ** service. I was also supposed to receive 2 different credits due to periods I went without internet because of an AT&T issue and I only received the second credit. I should still be credited the first one for around $11. I am looking to be credited that, have my monthly bills adjusted to reflect the roughly $65 I was quoted and be credited any payments since then that I have or will pay that are over the quoted amount of about $65. This is the second time I have had to file a BBB complaint due to the billing practices and account handling by **********************. Last time when I tried to call and handle it I was treated poorly, told the amounts I was quoted were impossible, and told management had no ability to go listen to the calls to confirm. I did not call this time because I do not care to deal with the hassle and frustration.

  Customer Answer

  Date: 05/09/2023

  Someone just called me from AT&Ts office of the president and was only willing to address AT&Ts portion of the bill.  She refused to address anything beyond that.  She stated the companies split 4 years ago and that is why.  I asked then why when I called last month to cancel was AT&T able to assist me with billing and services for both? This person told me that when I called, I spoke with ********* not AT&T and that I would need to contact them about their portion of the bill.  This is not satisfactory.  I spoke with AT&T who gave me all of this misinformation.  I called ********* as she suggested after my call with her today and confirmed I never spoke with *********.  I have attached a screenshot of my account dashboard simply showing where my AT&T/********* services are together.  If I am able to call either company and get info/help or make changes to my service or bill, then both companies should be accountable for info they provide regarding both.  I asked to speak with someone else who could help or someone above this person and she said there was no one else and even if I called back I would still have to talk to only her.  I was upset and became a bit irrate which is honestly not like me.  I apologize for that.  But the level at which AT&T is refusing to be accountable is completely unacceptable.  They are using DIRECT TV as their scapegoat when its AT&T who has continuously been neglegant.  The lady who called me seemed to treat it as a game in her tactics and I would appreciate a call from someone else.

  Business Response

  Date: 05/10/2023

  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 not satisfied. AT&T found that a portion of this complaint raised issues with services provided by DirecTV. We advised the customer to contact DirecTV about those concerns.

  Customer Answer

  Date: 05/10/2023

  I am rejecting this response because: No resolution was reached and the person from the office of the president did not address my concern with AT&T.  This individual repeatedly told me that the misinformation given to me (which impacted my decision to keep the service I called to cancel AND caused me to be charged more than I agreed to) was provided by **********  She insisted that I had spoken to ********* and not AT&T.  This is not correct.  Either way, it has become apparent to me that I can call either company to make changes to, cancel services for, and receive information regarding the services of BOTH COMPANIES.  As a result, both companies should be responsible and accountable  for the information they provide and account changes they are able to make regarding both.  I view and can manage my account and billing info for both on the AT&T website.  I have always called and spoken with AT&T only regarding both services/billing.  Unfortunately the individual with the office of the president refused to acknowledge much of anything regarding ********* even as it pertained to AT&Ts handling of communication and billing regarding those ********* services.  From the beginning of the call she proceeded in a manner that would imply AT&T and ********* have no relationship.  If this is so, AT&T should not be able to speak regarding ********* in any way.  When I called AT&T to cancel my ********* service, I should have been told to call **********  I need to be able to speak with someone else from AT&T, not the same individual I spoke with yesterday.  

  Customer Answer

  Date: 05/12/2023

  Im not sure why it would be suggested that I want to file a complaint against **********  I only ever spoke with AT&T who manages both and they are the ones that provided bad information, changed and updated my service, and led to my incorrect billing.  I do not understand how it is okay for them to continue to be able to get away with and never hold themselves accountable for mistreating customers.  Im a reasonable person and understand mistakes.  They simply refuse to acknowledge their mistakes, apologize, or even try to correct the situation.  

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service 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 been with this company for to long for them to be turning my service off for *****.dollars People are still recovering from the pandemic and life itself why couldnt the ***** dollars be put on the next months bill and why is my bill steady going up from over a year ago because nothing have not changed at all I need someone to tell me whats going on with this company.And my bill

  Business Response

  Date: 05/11/2023

  The AT&T Office of the President spoke with the consumer on May 10, 2023, regarding a notice received from the Better Business Bureau. The specialist explained late payment options such as payment arrangements.  The consumer understood but stated they were not satisfied.

  Customer Answer

  Date: 05/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/09/2023

  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.

  On or about 4/15-16 while I was out of town, ATT ported my landline ************* to Trakfone without my knowledge or permission. I contacted ATT 4/16 regarding the disconnection of my landline and was told of the porting. I told the rep that I had not requested the change and after speaking to three ***** was told my phone would be reconnected by the time I returned. 4/23 I returned to find my landline disconnected. ******** had left a message that my Trakfone would arrive 4/17. No phone had arrived. I began calling ATT 4/24. I was shunted between departments, cell to landline-youre connected you need repair -to repair-youre disconnected you need reconnect- to reconnect. The rep said I was connected but the landline wires were failing and I should purchase a home cell and use a hotspot for internet. My country location makes cell reception unreliable. After speaking to ATT 25 ***** ******** number 26, said my landline could not be reconnected without the pin from the Trakfone. Id never received a Trakfone. I had no pin. I asked if the line could be reconnected with a different number but he said no. I had been grandfathered in and could only be connected with the original number. Trakfone said ATT need only email proof that the number was mine to ****************************** or ***************************** ******* refused. I have lived at this location and owned this number since ****. My original address ***** was renumbered by the county to ****************** My original account was ***************** with *********************** My updated email is ************************ I am a senior living in unincorporated Alachua County. My landline is my only reliable phone connection and includes my internet and my ADT security, fire, and smoke alarms. I need my landline.

  Customer Answer

  Date: 05/12/2023

  AT&T have contacted me to resolve the disconnection of my land line and DSL.

  Thank you!

  *****************************

  Business Response

  Date: 05/31/2023

  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: 06/01/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/09/2023

  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 changed banks. Went to AT&T account on computer to change the automated draft to come out my new bank account. ********************** was still trying to draft my bill out of the old bank account and charging me a fee. I called AT&T and fixed my new bank account. ********************** was still trying to draft it out of my old account. I called ********************** AGAIN and fixed it. They made me pay extra on my bill (usually $100.97), $128.97, and said it will be taking care of. In July I had a credit on my bill of $63. In Aug I canceled AT&T, because I was tired of trying to talk to a person instead of automated. Next month I get another *************** high than previous, $242.93. I refused to pay it and can't reach a person to talk to. AT&T sent me to an debt collector and not it is effecting my credit. I just tried calling again and I can not reach a person to talk to. Im so fed up with AT&T.

  Business Response

  Date: 05/11/2023

  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:05/09/2023

  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 was offered a price in February of $247.78/month for phone services I received my April bill and its $289.25 I spent 2 hrs yesterday on the phone with them and they couldnt explain why they wont honor that price. They agree it was offered but they wont back up their offer

  Business Response

  Date: 05/18/2023

  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:05/09/2023

  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.

  On 4/29/2023, while in the supermarket, my cellphone pocket-dialed my Aunt who resides in ******. The record on my iPhone recorded the "call" to be 2 minutes. When I "attempt" to verify the duration at ATT's site, their records have the call to be 4 minutes long. How could this be, that the latest smartphone technology tabulates a call time that is half of what ATT bills for? So, I am being charged twice the amount for an "accidental" call. ATT, you are on "watch"!

  Customer Answer

  Date: 05/10/2023

  To start, I am a retired Senior. My Cellphone Billing cycle ended 2 days ago. A new cycle began yesterday, 5/8/2023. I have two phones on ATT's Wireless. I very rarely use the phones outside of my home, where I am on wifi with a different Internet Provider. My ATT Data Usage averages .6GB per Billing Cycle (or so they claim); yet, on checking their application on my phone, it is stating that I have used .27GB in just one day i.e. 5/7/2023, when I have not left my home, have been on wifi, and mostly use my wifi only iPad or Mac while I am at home. How could this be? This is Highway Robbery of a Senior, and if ATT does not mend its' Crooked Ways, I am taking this further up the Regulatory Ladder. ATT can verify the data record on their own site. There are information conflicts. I am a Senior, but I am not senile!

  Billing Adjustment

  Business Response

  Date: 05/22/2023

  The AT&T Office of the President spoke with the consumer on 05/22 regarding a notice received from the Better Business Bureau.The specialist explained how AT&T records data and phone usage. The consumer stated they were not satisfied.

  Customer Answer

  Date: 05/22/2023

  I am rejecting this response because:   they spew Scatalogical Nonsense, in their highhanded approach to their nefarious ways of generating revenue. I know that they are "big fish" that greases politicians political campaigns. The good that will emanate from my complaint is that it will enlighten consumers so that they may better protect themselves from these "legal" vultures. 

• Initial Complaint

  Date:05/09/2023

  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 think this is my account number: ************ Here are 2 phone numbers I was able to find on the receipts:************** ************** 6559CELE *** GW 3 45M SM R8 SER NO. *************** FINANCED: $479.99 DOWN PAYMENT: $0.00 INSTALLMENTS: 30 X ***** INSTALLMENT PLAN ID for **********: *************** $-479.99 6538BSIM VAR RSP LITE ESIM SER NO. ******************** $-5.00 81088RESTOCKING FEE 1 @ $55.00 $55.00 Subtotal$-429.99 Tax$0.00 Installment Plan Agreement ************$-479.99 **** TENDERED$50.00 Account *********** Authorization:Auth No. ****** CHANGE DUE$0.00 Total Amount Paid$50.00 I bought the watch on 10/24/2020 and returned the watch on 11/25/2020 6559CELE *** GW 3 45M SM R8 SER NO. *************** FINANCED: $479.99 DOWN PAYMENT: $0.00 INSTALLMENTS: 30 X ***** INSTALLMENT PLAN ID for **********: *************** $-479.99 6538BSIM VAR RSP LITE ESIM SER NO. ******************** $-5.00 81088RESTOCKING FEE 1 @ $55.00 $55.00 Subtotal$-429.99 Tax$0.00 Installment Plan Agreement ************$-479.99 **** TENDERED$50.00 Account *********** Authorization:Auth No. ****** CHANGE DUE$0.00 Total Amount Paid$50.00 After I returned the watch I was still getting letters saying I owed them money. I spent hours and hours on the phone with them and going into the store to figure out why. They said it was a mistake and the cleared my debt and said I owe them nothing. I recently checked my credit score and saw that my credit was effected from failure to pay AT&T. My credit score says the case was opened in Aug 2022. I called AT&T and they said they have no record of me ever buying and/or returning a watch. I checked my AT&T account online and it doesn't show it on my order history as well. AT&T apologized and said I still owe them the money. I asked what the bill is for since they don't have record of me ever buying a watch, they said they "don't know, it doesn't say". I remember dealing with this in 2020 and now I'm still dealing with it. HELP

  Business Response

  Date: 05/10/2023

  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.