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:05/03/2023

  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.

  On 4/11/23, I ************************* received a brand new, never opened IPhone and IPad delivered to my home through ****** the day prior, two AT&T accounts were opened in my name without my knowledge and these items were charged to these accounts. I am not nor I have I ever been a customer of **********************. The following day after delivery I went to my local police department and filled out a fraud report. I called AT&T to report fraud. I then mailed the items back using prepaid **** labels that had been provided to me by AT&T. I put freezes on all of my credit accounts. A bill and due date had been set up even after I notified them of fraud. I had to visit a AT&T local store to gain a passcode to close these accounts. After many calls to AT&T it was determined that the items were to be received by them, before I could cancel the accounts. It took seven days for the items to be received. I found out later that the items were not shipped by **** but rather another shipping company (either ***** or ***** I feel like this should have been communicated to me when I received the labels. Once I confirmed proper delivery to AT&T, it took several calls on my part to ensure the items were received and the accounts properly cancelled. On 5/1/23 I (hopefully?) successfully cancelled both accounts and was told several times by representatives that I would not be responsible for the charges. During a couple of phone calls, each a different representative asked if I would be interested in opening an account with **********************, asking how much I paid for my current cell phone, and other information I did not feel comfortable answering. I felt this was very unprofessional, given the nature of my situation. There was a bold FRAUD alert on the accounts that all representatives could see when I called. After this all steps had been completed, I submitted a report with necessary supporting documents AT&T required to their ***************** I am awaiting a response, which they said could take up to 30 days.

  Business Response

  Date: 05/08/2023

  The AT&T Office of the President reviewed the notice received from the Better Business Bureau.AT&T completed the requested resolution and notified the consumer via email. We believe this should fully resolve the consumer's issue.

  Customer Answer

  Date: 05/08/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/03/2023

  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.

  AT&T has refused to provide my neighborhood with service for an extended period of time. I think they are discriminating against us. They refuse to replace obsolete lines that cannot take a signal from the area to the central office. They make me report to foreign speaking staff that do not understand English. They refuse to fix the problems with their lines. They refuse to replace obsolete lines. Their customer ********************** *****.

  Business Response

  Date: 05/08/2023

  The AT&T Office of the President spoke with the consumer on 5-4-23 about their concerns. The specialist completed the request and attempted to reach the customer by phone and email on ******, ****** and ****** but was unsuccessful. AT&T believes this should fully resolve the customer's issue.

  Customer Answer

  Date: 05/08/2023

  I have reviewed the business response and accept this marginal resolution. AT&T has stated to me they REFUSE to replace the obsolete lines that repeatedly fail.  In fact, this complaint was made after linemen took 2 days a week prior to get a connection from my home to the central office and then again it took them 2 more days a week later to establish a proper connection to the central office.  The lines have deteriorated, are brittle, have been chewed threw by squirrels, yet AT&T refuses to replace them.  I was told that I am the only person with AT&T service in my neighborhood (presumably because they refuse to offer quality service to us).  They did not address the fact that their foreign customer staff does not understand English or the fact they send the wrong type of repairman out (inside repairman) even when they are told and can see the problem is with their lines.  They waste hours of my time because they require me to be at home when that is completely unnecessary.  Caveat Emptor. 

• Initial Complaint

  Date:05/03/2023

  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 trade in an iPhone SE. They told me that I would get ****** trade-in of iPhone SE. Now they are saying that no trade in. Well in that case they stole my iPhone SE. Because they toke it. Now they need give me my iPhone SE or my trade in fund which is ******.

  Business Response

  Date: 05/12/2023

  The AT&T Office of the President spoke with the consumer on 05/12 regarding a notice received from the Better Business Bureau. The specialist offered to provide promotional credit in monthly bill credits and the consumer accepted. The consumer stated they were not satisfied.

  Customer Answer

  Date: 05/16/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/03/2023

  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 wife and I switched cell phone providers from US Cellular to AT&T on September 12th 2022. Were told by salesman in ***'s in ***********, ** that if we switched we would receive two new apple 14 phone. The at&t salesman said the coverage/signal would be better than US Cellular because at&t owned more towers. Also we would have to trade in OUR apple 12 phones. We had to pay off our Apple 12's which was over $650 to US Cellular. Less than a week after switching to AT&T we reported to the salesman that we had worse signal and were dropping more calls. They said they updated the phones and it still wasn't any better. We called and complained numerous times over the next two or three months with no help. On January 25, 2023 I was told by an AT&T agent on the phone that we could switch to another provider and we would receive a final bill showing a balance of $1375.16 and on that same final bill a credit of $1375.16 for the Apple 14's that we were told were free. The at&t agent we spoke to sent ** a text with his name (*****). On January 29, 2023 we went to US Cellular in *********** ** to switch and once our AT&T phones were transferred to US Cellular they said the 14's were locked. When we contacted AT&T they wouldn't unlock the phones. We had to purchase new phones from US Cellular in order to get phone service that night. AT&T is telling ** now that we have to pay for the phones that we were told were free or we could switch back to AT&T. The service/signal ***** and the AT&T agents we have talked to are very rude! They said they are going to turn it over to the collection agency and ruin our credit. We appreciate any help we can get to resolve this issue.

  Business Response

  Date: 05/05/2023

  The AT&T Office of the President spoke with the consumer on May 4, 2023, regarding a notice received from the Better Business Bureau. The specialist advised the consumer that they are outside the 14-day buyers remorse period and that the charges are valid. The consumer stated they were not satisfied.

• Initial Complaint

  Date:05/03/2023

  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.

  Have tried to cancel service two times now and still not cancelled. Received another notification today about viewing my new bill online. Went to local store said they coul not help worst company ever.

  Business Response

  Date: 05/17/2023

  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 and 05/11 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: 05/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/03/2023

  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.

  Re: Cell Phone # ************. I purchased a iPhone 14 from AT&T in Dec, 2022, and was eligible for a trade-in credit (promotion: 1000IPHONE14V2NONCPC). Based on the promotion, I will receive a $1000 credit for my trade-in phone. I received the new iPhone 14 in Jan 12, 2023, but without a trade-in return label. I reached out to AT&T to ask for a trade-in label, and the representative accidentally processed with a BRE return label (but that was understood by myself). I then used that returning label to send back my trade-in phone, and the phone was delivered to a wrong warehouse on Jan 16, 2023 ***** tracking ID: ****************************. Since I realized the trade-in credit didn't show up on my bills timely, I started to contact AT&T for several times, and learned that the trade-in phone was stuck in the wrong warehouse and couldn't be processed as a on time trade-in. Therefore, until, several AT&T representatives have handled this case but never reached to a resolution. Since the reason for this missing trade-in credit is due a wrong BRE return label by AT&T, so I respectfully request AT&T could honor their promotion and apply the $1000 credit for my account.

  Business 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. 

  Customer Answer

  Date: 06/02/2023

  This is a follow up on a previous complaint, ID # ********. I received a call from the AT&T *********** to try to resolve the missing trade-in credit issue, and they have stated that they will issue the missing credit for the first 5 months and continue to issue a monthly credit in the following months. I received a credit of $138.90 as a trade-in credit for the first 5 months on May 9, 2023. However, after that, the monthly credit ($27.78/month) was not appearing on the May bill as they promised. Please see attached the April and May bill for your review. Therefore, I would like to request to reopen this complaint and ask for your help to urge AT&T to fully resolve this missing credit issue. Thank you a lot. 

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because: This is a follow up on a previous complaint, ID # ********. I received a call from the AT&T *********** to try to resolve the missing trade-in credit issue, and they have stated that they will issue the missing credit for the first 5 months and continue to issue a monthly credit in the following months. I received a credit of $138.90 as a trade-in credit for the first 5 months on May 9, 2023. However, after that, the monthly credit ($27.78/month) was not appearing on the May bill as they promised. Please see attached the April and May bill for your review. Therefore, I would like to request to reopen this complaint and ask for your help to urge AT&T to fully resolve this missing credit issue. Thank you a lot.
     

   

  Business Response

  Date: 06/07/2023

  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:05/03/2023

  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 Att about our hotspot device that we had insurance on. To see about a battery Replacement for it. The protection plan is suppose to allow for Free battery replacement, but instead when i contact assurion they are charging me $100 because they were told by att that because of the device it is that the whole device needs to be replaced.... So now i'm being charged 100 for a device that just needs a battery? Something that i could buy on **** for $20 but they insisted i needed a new machine... How does a NETGEAR Nighthawk hotspot need to be completely replaced if it's just a battery issue? everything else on the device works. I went ahead with ******* because supposedly id have a replacement tomorrow for it. But $100 dollars when all i wanted in the first place is a battery? There is something wrong with this....

  Business Response

  Date: 05/04/2023

  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:05/03/2023

  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.

  We put in a request to trade in a phone based on their promotional offer. The company has not upheld their end of this offer and never sent the shipping box to send in the trade in for the $800 in credits. When questioned about it the company claims they see no request when there absolutely was one. They are also claiming now their system should have sent ** to another website to fill out a trade in request (that we already submitted when placing the upgrade order) and because we didn't they will not honor it. We've been customers for 15 years and they won't honor a $22 a month credit they OFFERED on our bill. This is absolute absurdity and terrible treatment of loyal customers.

  Business Response

  Date: 05/04/2023

  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.

  Business Response

  Date: 05/05/2023

  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:05/03/2023

  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 paid for an iPhone 12 Pro *** and AT&T will not unlock my phone for me to use with a different carrier.

  Business Response

  Date: 05/11/2023

  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 5/4 and 5/9 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:05/03/2023

  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.

  On April 25 I received a quote from an ATT representative to start 3 lines of service at a rate of $112.50 per month. [see attached] The phone rep said this change needed to be done in an ATT store so they could port my wireless numbers. I went to an ATT store and setup the exact plan I was quoted. I even confirmed with the store rep that my total bill would be $112.50. 1 day later my wife and I found the ATT service did not work inside our house. We planned to switch to Verizon within the 14 day refund period. I also received and email with my bill from ATT (which was not provided until a day after setup). It was not the $112.50 quoted, but instead was $258.44. [see attached] I removed my credit card from the account so ATT couldnt bill me on May 3 when they say the $258.44 was due. And I went to Verizon to switch my phone lines & cancel ATT on May 2. On May 3 I realized ATT still billed my credit card, even though I canceled service within 14 days and I removed my CC from the account) so I called a service rep. She stated that even though there were errors in my bill. (eg ATT was somehow charging me for 4 lines instead of 3) she could not correct these errors because my account was closed. And she said ATT does not refund or prorate bills. I revoked approval for ATT to charge my card, I never approved a $258.44 bill, I was billed for things I didn't buy or receive, and I canceled within the 14 day cancellation window. For any 1 of these reasons ATT should refund the full $258.44 to my credit card immediately.

  Business Response

  Date: 05/04/2023

  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 direct contact information for additional questions, requests, and/or correspondence specific to the consumer’s concerns.