Business Profile
Mobile Phone Service
AT&THeadquarters
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Complaints
This profile includes complaints for AT&T's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 45,857 total complaints in the last 3 years.
- 13,435 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/08/2023
Type:Order IssuesStatus: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 entered into a contract for AT&T to provide ********* Teams Direct Dialing service in late August 2022. The work was to be completed by the end of November 2022, when my existing telephony provider, Mitel, was to be terminated. The implementation was delayed a month, costing me $7800 in extra fees*. And then AT&T is billing me nearly 4 times as month per our agree monthly rate ($4700 / month versus the $1200 agreed to). I have been actively trying to resolve this (weekly emails and phone calls) since December 2022, to no prevail. Then I got a disconnection letter in the mail today.* AT&T did offer me credit for the extra fees, but applied them to incorrect invoicesBusiness Response
Date: 06/05/2023
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
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 06/15/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 06/21/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 06/27/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 07/03/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 07/07/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 07/13/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 07/19/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 07/25/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 07/31/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 08/04/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 08/10/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 08/16/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 08/22/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 08/28/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 09/01/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 09/07/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 09/13/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 09/19/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 09/25/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 09/29/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 10/05/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 10/11/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 10/17/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 10/23/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 10/27/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 11/02/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 11/08/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 11/14/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 11/20/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 12/01/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Initial Complaint
Date:05/08/2023
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We received the invoice for April.The account is on auto pay and i forgot to transfer the fundings. The first attempt was denied.I made a manual payment of $185 They tried a second time to withdraw money on the auto pay.Even though i made the manual payment the disconnected my services 5/8/23 stating account past due.I tried to resolve the issue with the business to no avail. I have proof (bank statment) showing payment was made via SEFCU credit union in the amount of $185. My next payment is not due until May 18. Today is May 8 and I do not have service.Customer Answer
Date: 05/08/2023
T yea took my credit card payment that was meant for ***** (4/19/23) and applied it to *** even though *** is not due until *** 18 and now they want me to make an additional payment to have service reconnectedBusiness Response
Date: 05/09/2023
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.Customer Answer
Date: 05/09/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus: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.
Last summer my sick mothers ***** stopped accepting call from anyone that was not a emergency contact. This included major medical appointments and DR's ***** calls. When I reported this to AT&T I was told by that I needed to purchase a new ***** (her previous ***** was paid off) I did as AT&T told me and bought a new *****. When the new ***** arrived we continues to have the same issues. After 4 different retail store visits, several calls to AT&T everyone claimed there had to be something wrong with the hardware and I needed to take it to an Apple authorized repair place. I took it to two different places and both said the ***** was fine. After taking it to the 3rd authorized repair shop I was told that it's an issue on AT&T's end. I finally spoke to someone in the **************** and he fixed the issue and admitted it was an issue on AT&T's end this entire time. He fixed the issue in 10 minutes after months of getting the run around.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.Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus: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 tried to trade in my Iphone 11 pro 512GB with the AT&T trade in program for a new Iphone 14 pro 512GB. I made my order by calling. I received my new phone on or around October 14th 2022. I did not receive a shipping label/mail in form immediately and had to call multiple times. I ended up with a form finally and sent in my old phone on or around Nov 19th, 2022. The Fed Ex tracking number was ************ and was marked received 11/26/2022. I did not get my rebate and called several times. On 1/12/2023, the rep said they got my phone Dec 5th, but it was at their warehouse, not the rebate center (they gave me the wrong shipping label and no shipping materials) but I should get a credit for $1000 in 1-2 billing cycles. Never got the rebate. Call 4/9/23 and rep says they can't find my old phone but will open an investigation. No call back to me. Spoke with them 5/7/23 and now they say they cannot give me a refund or return my phone because the old phone needed to be returned within 30 days. There was no indication of this and they cannot point me to proof of this. I also cannot find it on their website. I recall having 90 days to return my phone or I would've returned sooner. After asking for proof, they hung up on me. Looking online, this seems to be a common practice of not giving the rebate and is a Bait and Switch operation which is a crime. I am asking for $1000 credit on my bill or an Iphone 11 pro 512GB to replace my old one. Reference # at AT&T is CM20230409_156236095. I never was seen in a store, just transacted over the phone with AT&T at their customer **********************.Business Response
Date: 05/12/2023
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: 05/12/2023
I have reviewed the business response and accept this resolution.Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus: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 made several attempts to have issue resolved on dropped calls and bad internet service. My wife and I have gone to stores made complaints and nothing has been resolved. My wife tried to contact ***************** multiple times and has left emails and VM no return called. She was also contacted by ***** and he hardly talked or listen to my wife when she is ****** frustrated with missed worked and loss of wages due to the fact of not being able to use her phone due to not being able to navigate the internet! My wife was told she used 50 go of internet when she checked she had used 30! But even being the case coverage is bad. She was told by ***** to go with another provider and a very rude way! Problem persists even in ** since my wife was down there for almost a week and problems occurred there as well! Some one needs to explain how we are paying our bill and not taking advantage of service we pay for! I have screen shots videos and proof of lost of wages ! Please have this matter resolved! We would prefer someone else contact ** so we can get to the bottom of this matter and all be at peace! WE DO NOT WANT TO BE CONTACTED ** ********************* since his solution was for us to go with another provider! And if that is the case then compensation is needed since this is an ongoing matter for over a year! Thank youBusiness Response
Date: 05/11/2023
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.Initial Complaint
Date:05/08/2023
Type:Billing IssuesStatus: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 payment was due on April 23, and today is May 8 I requested an additional week to make the payment or even split the 300 dollars I was told system cant do it. I have been a customer with them since 2009Business Response
Date: 05/09/2023
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:05/08/2023
Type:Billing IssuesStatus: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, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.1. AT&T bal. $1,044.00 Acct #*******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 05/09, 05/10, 05/11, 05/12 and 05/17 and to date has been unsuccessful. To address this issue and for account privacy, it would be beneficial to speak with the consumer.Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus: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 internet service on my ******* phone and all other devices have slowed down to a crawl. In the last two months, I have noticed that all my internet services on ****** my *********** and my ****** AT&T phone have slowed and I have intermittent outages. I know there is or has been a class action law suit whereby AT&T has been purposefully slowed down services for various reasons to become more profitable. Please stop slowing down my internet services. I am unable to get weather or news or any flash briefings on my phone because the internet is slowed with outages. I am unable to see regular TV programming because AT&T has slowed down my internet service.Business Response
Date: 06/02/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.Business Response
Date: 06/07/2023
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 06/01, 06/05 and 06/07 and to date has been unsuccessful. To address this issue and for account privacy, it would be beneficial to speak with the consumer.Initial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus: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 locked out my sbcgobal.net email by AT&T since at least 4/17/23, which is connected to several important accounts. I have attempted to reach a resolution and assistance to recover my account from ********************** with no success and getting redirected several times. This issue is affecting thousands of other sbcglobal.net email holders with very minimal assistance from AT&T. I filled out a form to receive assistance and still have not received any nor access to my email. This is incredulous.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:05/08/2023
Type:Service or Repair IssuesStatus: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 Fianc *********************, a former employee at AT&T in 2021, was interested in purchasing a new phone. When her supervisor **** at the time set her phone up, he set her phone up with a dual SiM contract without our consent and attached a new phone line. Weve been paying roughly 25 extra dollars a month for nearly 2 years since her plan was set up and we just regularly paid our bill like any other. Though, we had a child recently and were trying to cut our costs. Which is when we found out her phone was set up this crazy way. I called support on 4/21 and they told me to file a fraud case. The woman walked me through, and they said theyd get back to me in ***** hours and that theyd be crazy to not see this mistake and fix it. I let 2 weeks pass and called back. Support couldnt find my case number even when I had it. Then, I was directed over to loyalty, ATTs Customer ********************** line. They told me That because the contract was set up with the new phone, I **** to cancel the phone bill and pay it all on my next bill. They also said there was nothing I could do. I was upset, and told them, Look, this is a service Ive been unknowingly paying for because your previous employee tricked ***** into paying more for this phone, its insane. And their excuse was that it was on our invoice and couldve been fixed anytime and they arent liable for unused serviceWE DIDNT ASK FOR IT!Once I threatened to send this BBB complaint, they buckled and only offered to credit 3 months of the 2 years of financial burdens. 25 dollars a month for 2 years is $600. It was a massive slap in the face and all I could do is say fine. I felt obligated from them to write this complaint to have this case heard. Theyve cost ** hundreds for services we never asked for and have only made enough of an effort to slap us in the face and walk away richer. I dont have the ability to upload our files from my current location, but Ill be happy to later this evening.Business Response
Date: 05/12/2023
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.Customer Answer
Date: 05/12/2023
I have reviewed the business response and accept this resolution.
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