Business Profile

Mobile Phone Service

AT&T

Headquarters

This business is NOT BBB Accredited.

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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

46,028 total complaints in the last 3 years.
13,726 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/21/2025
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 am filing a complaint against AT&T Wireless regarding bill credits I was promised but never received. Two months ago, I contacted AT&T about an incorrect charge and was assured by multiple agents via chat that I would receive credits totaling approximately $200.Despite spending considerable time re-explaining the situation to various representatives, the credits have not been applied. I was told by one agent that the credits would appear on my most recent bill, but they did not. When I followed up today, another agent asked me to wait yet another month.This has become an ongoing cycle with no resolution. Each time I contact AT&T, I have to start from the beginning, and nothing gets resolved. It is unreasonable for me to keep chasing a correction for something that was AT&Ts error to begin ******* requesting that the promised credits be applied to my account immediately and that AT&T take responsibility for resolving this issue without further delay.
Business Response
Date: 04/22/2025
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: 04/22/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/21/2025
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 purchased a apple watch which I learned back in October I was allergic to. It was sent back *** with a label AT&T sent me to use and received 10/28/2024 at 2:48 PM. I received a confirmation email it was received on 11/1 /24 and the email stated it would take 5 to 7 days to process the return. It is now April 21, 2025 and that return has not been processed. I have made phone calls every month since November to have my bill adjusted which has been incorrect since this. When the watch was ordered they changed everything around and that took months to get my correct plan back while they continued to bill me for this watch. I have well over 10 hours total phone time to still not have this issue addressed. Last month the person I spoke with swore she understood and would fix the issue. She finally cancelled the plan but now this months bill they charged me the difference owed for the phone I do not have of ******. I even tried to call corporate to put in a complaint but you can not speak with anyone and I have yet to speak with anyone who doesn't give me prompted scripts. They absolutely refuse to allow you to speak to a manager ever. The emotional toll this has taken is insane after all this time for such a small issue that should of been fixed immediately, They plan on fraudulently taking 650 from my account this month alone and stated it could not be fixed prior to the bank withdrawal as it would take at least 10 days to review. The amount off stress this is causing is ridiculous. I do not have 650. I am seeking to be paid for the amount of time since October it has taken me on the phone with AT&T which they have documented as they state they record all calls and to have the ****** credited immediately. They have been committing fraud against me since October with no remorse or solution. My account number is ************ and it is under ** Damage Appraisals. My number is ************ should you need any more information. PLEASE help
Business Response
Date: 04/21/2025
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: 04/22/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/19/2025
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 am writing to formally file a complaint against AT&T regarding a recent unexpected price increase and plan change. I have been a long-time customer of ********************** for almost 10 years, but I have become increasingly dissatisfied with how the company handled a recent billing ******** September 2024, my bill increased by $5 per month for 4 of the 6 lines on my account. Upon reviewing my bill, I learned that this increase was due to a change in my plan that added 10GB of hotspot data, which I did not request. Furthermore, this plan change was not clearly communicated in a way that would have allowed me to opt out or make an informed decision. The notification was buried in small text on page 6 of my bill, making it easily overlooked, and there was no direct communication from AT&T to notify me of these changes ahead of time.After reaching out to AT&T customer service, I was offered a $60 credit as a one-time courtesy. While I accepted the offer to resolve the issue and avoid further escalation, I want to make it clear that the situation was not handled in a manner that respects my time, my trust as a loyal customer, or *********************** responsibility to notify customers of significant plan changes. The lack of transparency and the surprise price increase left me feeling frustrated and dissatisfied.I understand that AT&T has internal guidelines and that the $60 credit is the best offer under those circumstances, but this does not change the fact that I feel this situation was mishandled from the outset. The increase in my bill and the added features I did not request were imposed without my consent, and the communication around this change was inadequate.
Customer Answer
Date: 04/21/2025
ATT contacted me directly and have resolved this issue. Could you help close this complaint accordingly? Thanks!
Business Response
Date: 04/21/2025
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: 04/21/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/18/2025
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.
My ATT bill has gone from $140 to $250 over the past 8-12 months. I've been a customer for almost 10 years and while I understand contracts ebb and flow - I've received inconsistent information and pricing from ***. I've contacted their team 10+ times to explore my options over the past year. I've gotten the runaround most times and haven't made any updates. This week, I contacted them in regards to my ATT Fiber internet and was given conflicting information. My first chat with support told me I could change my internet package to a lower bandwidth. I was told that they were required to send me the facts via email before they made any updates and they did not. While I waited, I asked them to confirm if Max would still part of my subscription and they said no so I asked them not to make the change. This morning, my account was still on the same package but they removed my access to Max. I chatted back in and was told that my Max was removed back in February and no changes were made to my account the previous day - all of which is not true. This *** then said that my current plan is the lowest bandwidth available at my address which is a complete contradiction to what I was told the previous day.When I was transferred to a manager at my request, the manager quickly said I wasn't there and ended the chat. I pay thousands of dollars a year for these services and I can't even get accurate information or consistent pricing structures. I've spent hours trying to resolve these issues on my own directly with support and at-home visits from technicians to no avail. ATT can review my case and visit history to see this is a huge issue.
Business Response
Date: 04/18/2025
Complaint id# 23222552 was misrouted to DIRECTV in error and should have been routed to AT&T. Please reroute the complaint to AT&T.

Thank you,

Customer Answer
Date: 04/22/2025
*** has contacted me directly and has resolved this issue. Please feel free to resolve this. Thank you for the help!
Business Response
Date: 04/22/2025
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: 04/22/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/18/2025
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.
* February 11, 2025 was the date the decision was made to transfer my service to AT&T, and contact was made via telephone to begin the transaction.* There were several payments made since the account was created - with separate payments going to DirecTV and AT&T, totaling approximately $604.16.* I was to be provided with internet, television and cellular service.* The representative assured me on numerous occasions that the outstanding monies owed to ******* for the phones (0775 and 9500) would be paid yet not they say they aren't paying it, total of $356.15 (I've already paid it to ******* to keep my credit unstained).* Aside from Veal, no one from AT&T has contacted me regarding the non-payment of the $356.15.
Business Response
Date: 04/21/2025

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: 04/21/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/17/2025
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 went to the AT&t store in ******, **** to replace my telephone while I was there. Since what happen** I decid** to buy a screen protector and a phone case. I purchas** it from ******** at the ****** location in ******, ****. Well Maumee ****. She told me with my discount that she gets employee discount. That is that she could save me money. So she went and grabb** the phone cases and grabb** the screen protectors. She charg** me like 30 bucks which I found out is taxes surprise. I get my bill through the mail and she add** the rest of the cases to my phone bill. I never authoriz** that. She li** to me and I don't appreciate being li** to. So I'm asking for a bill cr**it for these phone cases that I was li** to about. I went over to the Maumee store in ******, **** and spoke with the manager which is a *********. He talks to you when you're spending money, but when you're asking for a refund or a cr**it to be establish** to your account, he doesn't know you. All I'm asking for is a cr**it of $113 on my account ** to my account. She told me I could save you a lot of money and of course I bought the story. She was doing this just to get commission because the next day later she got fir**. All I'm asking for is the cr**it back to my phone cases that I purchas** and would li** to about. I am not willing to pay for these phone cages. They can have them back. I never authoriz** it to be put to my account
Business Response
Date: 04/21/2025
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: 04/21/2025
I have reviewed the business response and accept this resolution. The gentleman that called me regarding this dispute was excellent, very, very nice. He really helped me out and I deeply appreciate for everything that he has done for me
Initial Complaint
Date:04/17/2025
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 12-26-2025 I went to the ****** in the **************** at ***********************************************************************. I was looking for a smart watch to purchase. I was speaking to ***** who said he worked for At&t. He asked what I was looking for? I told him a smart watch. He said he could definitely help. He looks up my information. Tells me I'm due for an upgrade on my pervious 3 phones and he could add the watch for $10 a month. No trade ins required and he would just charge me an activation fee for each item (4) which I pay for. Now March I get a bill for payment of the phones which they say I need to return. But I believe the paperwork I have attached show no indication I need to return. But nowhere on the paperwork does it say it is applicable.
Business Response
Date: 04/14/2025
April 14, 2025

FILED ELECTRONICALLY

Better Business Bureau
*********************************************************

Re: Your File Number: 23148530

To Whom It May Concern:

****************** (T-Mobile) is in receipt of your correspondence dated April 2, 2025, regarding the above-mentioned file number.

Upon review, T-Mobile has confirmed that the complainant is not a T-Mobile customer and may be an AT&T customer. We respectfully request you forward this correspondence to AT&T for further investigation and response.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention.

Very truly yours,

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

***** ******
Executive Response

Customer Answer
Date: 04/14/2025

Complaint: 23148530

I am rejecting this response because:
You need to follow up with At&t at the **************** in ************ *****. I must of hit ******** by accident. It is in fact against At&t.

Sincerely,

***** *************
Business Response
Date: 04/22/2025
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: 04/22/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/16/2025
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.
AT&T has been charging us extra money for the service I did not use when I traveled outside of *****************. My husband called in my absence to talk to them and they said "even though she didn't use it, we provided the service" and kept charging us for all the days I spent outside of ******. For two bill cycles they've been charging us way more than what our bill is ($157 mostly). We asked them to reverse the charges because I didn't use the service provided (international data roaming package). Also when we first signed up for service at AT&T, we were told that if would be much cheaper to get a bundle (4 lines) instead of 2 lines and pay less. This was not the case and we're stuck paying for all 4 lines for all this time (since July 2023) and we called numerous times AT&T said they can't do anything about it. We pay $30.74 for each line although we only need just 2. You can also see it broken down on the bill. They said we signed up for it and something must've went wrong and it's not reversible because if we do cancel the service right now we will lose the service for the lines we do use, me and my husband's phone numbers. AT&T has been nothing but difficult, every time we call all they say is they can't do anything about our problems. They've been very hard to work with and we're struggling to pay our phone bill because they're always some kind of service they're charging or or upping the price on some of the services they provide we never asked for... charging extra for a credit card etc. I would like to get reimbursed for the extra charges we have been charged and I want them to be unable to charge us extra just because they can. Please help us with this problem. Thank you so much for your attention.
Business Response
Date: 04/17/2025
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: 04/17/2025
I have reviewed the business response and accept this resolution. They gave me credit for all the charges since 2023. They also promised to cancel the lines when both our phones are paid off. I won't be getting charged anymore for those two. Thank you for your help on the matter, it's greatly appreciated.
Initial Complaint
Date:04/16/2025
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.
When signed up for this service I was told I was signing up for three first net lines for 88$ with ***** trade in for each line with any trade in, in any condition. When I stopped into the store today to get the phones I was told two lines were a value plan and the total bill including the phones would be 147$ per month. Nothing the salesman told me was true. I am cancelling service and do not want to see a charge for the less than 1 week of service.
Business Response
Date: 04/18/2025
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: 04/18/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/16/2025
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.
Unlawfuk use of my microphone to implement business practices.I am being detained by local authorities to confiscate money and important business income matters. My phone has become o vulnerable to someone else mental capacity of not having t break the law and stay purely free of any form of extortions or mechanism jeopardy. Im working to stop them from having my type of assets and record the work i want properly to maintain an sustainable environment. The work can not be stolen and used to dsamage property to escalate mass amount of bacteria into the world. Falling into someone else hands i am dealing with corruption from computers and attacked by malware. So is stopping me from living peacefully in ways i can only hear and try to stay out of ***** ****** phone is defintely being chipped and altered by other companies so this here should make me an better person to find any valuable key of information to help secure my credentials.
Business Response
Date: 04/18/2025
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: 04/18/2025
I have reviewed the business response and accept this resolution.

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AT&T is NOT a BBB Accredited Business.