Business Profile

Mobile Phone Service

AT&T

Headquarters

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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

46,021 total complaints in the last 3 years.
13,684 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:10/20/2022
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.
Filed a fraud report with AT&T for fraudulent 13 pro max added to my account. The fraud department removed the 13 pro max, but blacklisted an 11 pro max, now my daughter is unable to use her phone. The fraud department should have blacklisted the 13 pro max - but blacklisted the device which my daughter was currently using.
Business Response
Date: 01/04/2023
Business Response /* (1000, 5, 2022/10/21) */ 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 consumer's concerns. The consumer indicated they were satisfied.
Initial Complaint
Date:10/20/2022
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 representatives were notified via telephone of the cancelation of 5 phone lines on Oct. 3, 2022. A follow-call was made to AT&T on October 4, 2022 at which time a representative confirmed "all 5 phone lines were closed & canceled. A bill would be coming out shortly." A bill reflecting charges for a full month of service provided on all 5 devices was received even though only 3 days of service had been provided out of the 30 days being billed. On October 19, 2022 a call was placed to AT&T's customer service line for a 3rd time. After approximately 30 minutes of wait time, a representative answered. The issue was explained to the representative. The representative reviewed the account and stated that she "could see when all of the lines were canceled, however one of the lines was RE-OPENED so that AT&T could bill me for an entire month of service on ALL 5 devices". I asked for the issue to be escalated. After another 20 minutes on hold while escalation and review were in progress, the AT&T representative advised that the "AT&T Decision Desk" was unwilling to discount the bill to reflect the 3 actual days of service used prior to cancelation of all 5phone lines, regardless of the fact that that AT&T re-opened an already closed account so they could bill me in full and despite my 15 year account history paid as agreed, all phones paid for in full & no open contract for at least 2 years. I ask that AT&T issue an updated and fair bill reflecting the 3 days of service used for October 1, 2022 to October 3, 2022 for the 5 lines associated with the account. Equally as important, I am demanding that AT&T issue me a letter of apology acknowledging their accounting error and a guaranty there will be no adverse action taken now or at any time in the future by AT&T against me, the account and 5 said phone lines.
Business Response
Date: 12/28/2022
Business Response /* (1000, 5, 2022/10/21) */ 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 consumer's concerns. The consumer indicated they were satisfied. Consumer Response /* (2000, 7, 2022/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) AT&T was agreeable to our Resolution, and this matter is complete At this time, unless something different comes up in the future. ******* *****.
Initial Complaint
Date:10/19/2022
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.
I sent in my working iPhone to Pitney Bowes Returns using AT&T's provided return label in May 2022 after receiving an upgraded iPhone through AT&T's "AT&T Next" program. The package has been lost/stuck in transit for the last 5 months and I continue to accrue charges on my account for the "non-returned phone." I took photos of the package while dropping it off at USPS to have record of the tracking. I am familiar with the iPhone trade-in process with AT&T and it has been successful for past upgrades. I have used AT&T's live chat twice since sending in the returned iPhone (Aug 30 + Oct 12) to inquire when the charges would be removed, and I received two different answers from agents as to why they are unable to remove the charge. On Aug 30 I was told the package is out for delivery and the charges would be removed shortly. On Oct 12 I was told to contact USPS for proof of sending, although the tracking does show clear movement on the package. Unfortunately I'm unable to file a claim with USPS because AT&T's provided label does not specify an address, only a general destination of Pitney Bowes Returns. In short, I need help having AT&T remove the charges from my account for the iPhone I returned 5 months ago.
Business Response
Date: 01/13/2023
Business Response /* (1000, 5, 2022/11/02) */ 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 (Date 1, Date 2) 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:10/18/2022
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 or about 2 weeks ago ATT ran a cable for my neighbor who wanted the fiber network for her computer. I gave them permission to use a pvc pipe that i had installed under my driveway when i built my house. they appreciated that they didn't have to bring out digging equipment and said " we will leave your landscaping alone and you will never notice we were here". I came home that night and my flower bed on both sides of my driveway looked horrible. My rocks were covered with dirt.. my weed barrier was dog up and laying all over the place. a broken shovel head is still laying where the left it in my rocks( I use large egg rock for landscaping because termites are attracted to mulch.) I have tried to call ATT and each time I've been told that it's they're problem. whose is it? since when does any company or individual have the right to destroy someone's property for they're own cause? ATT is responsible for the people they hire. I want my front flowerbed restored. Can you help? ***** ******
Business Response
Date: 01/03/2023
Business Response /* (1000, 5, 2022/10/25) */ The AT&T Office of the President spoke with the consumer on 10/25/22 regarding a notice received from the Better Business Bureau. The specialist provided the details of what actions were taken to resolve and the customer stated they were not happy with the details provided. The consumer stated they were not satisfied. Consumer Response /* (2000, 7, 2022/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) ATT called me personally and made arrangements for my yard to be fixed and the cable in question to be promptly and properly buried. everything was handled quickly .I am satisfied with the work that was done
Initial Complaint
Date:10/14/2022
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.
Help, this all started when I was getting Fiber installed for internet at my home on 10/12/22. While the tech was on-site a gentleman named James with AT&T knocked on my door. He claimed he was checking in on the tech. But once I said everything was great he started through his sales pitch. Asking me about cell service in all. I told him I would listen to what can be offered. So I decide to go with AT&T for cell service which then I decide to port over 5 phones and add 2 Iwatch services as well. Which the was talking about since I moved over services I would receive multi gift cards of $250 each totally $1500 (which I have maybe received only $700 if that.) A few days go by...Tuesday 10/16/22 apparently there was something wrong with the account. So I texted James and he responded pretty quickly around 1pm that day. Saying I would get a PIN number. But I was in traffic and couldn't get to me phone. Then I got a message at 2:19pm that he had something come up and was leaving AT&T? Sending a contact for another employee. ( I have all text messages) So I contact the new guy. Took him a day to respond. I this time I feel like I got scammed. Then Alex text me finally saying that he was taking over account. Come to find out everything again was wrong. So apparently he fixed it. Then my bill comes and I'm going crazy bc everything was wrong again and nothing that I was told was right?? I called and spent countless hours on phone with them to fix some of the issues. But not all is correct. Then I get a random call from some 3rd party company stating they're AT&T but the gentleman wouldn't give me an employee ID or anything. Saying they're sorry for the issues. I told them I needed some time to research the number he was calling me from and told him to call me back on a Saturday. (Which he never did) I'm just tying to get this mess fixed and I can't any answers for the sales team that did everything for me. I have more details on issues and concerns but
Business Response
Date: 01/30/2023
Business Response /* (1000, 7, 2022/11/10) */ 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 consumer's concerns. I have been unable to reach the customer by phone or email since 11/01/2022. The remaining issues can be addressed once I have heard back from him regarding this matter.
Initial Complaint
Date:10/13/2022
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 have been on the phone multiple times the last couple months. I was on the phone for 6 hours yesterday due to my bill continuing to get higher. I had requested a supervisor call back and the supervisor called me back and refused to help me. I have a phone recording of how he acted. I was trying to get explaination of my bill and why the bill keeps going up when reps explain to me that it won't. It has been a very frustrating process especially when they flat out refuse to help and I have it on recording. I can play the recordings for you.
Business Response
Date: 12/08/2022
Business Response /* (1000, 5, 2022/10/14) */ 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 consumer's concerns. The consumer indicated they were satisfied. Consumer Response /* (2000, 7, 2022/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:10/10/2022
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 July 31, 2022 Att and let them know I was transferring and wanted to get service once I transferred. I asked if free hbo max would be eligible because it makes the higher cost of their services worth it. I was told that it would not be going anywhere because Att owns hbo max so it would be available once I was ready. I told them disconnected my service back in July and I'd call back in October once I got situated in my new place. I called to order 1000 internet service and asked for hbo max and was told by the rep that they would check with their manager about adding hbo max to my account. I waited several days after my installation. I was told buy chat that it wasn't available the rep disconnected the chat without resolving because I asked to speak to a supervisor and he didn't allow. called back and was told that they wouldn't be giving it away for free and that I could buy it. The chat agent did state that if I was offered before July 6 that I could get hbo max but when I called him on it he changed his story. I asked to speak to complaints and was refused the transfer and was told to go online to complain, I told them I was going to shop atriums and call back to cancel. At that point I was transferred to loyalty and I was told that it was owned by att but it is now unavailable to new accounts and since I canceled my old account the current account is considered new.
Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/10/14) */ 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 consumer's concerns. The consumer indicated they were satisfied. Consumer Response /* (3000, 7, 2022/10/21) */ ********************************************************************************************************************************************************************************************************************** Att promised $20 off my bill for a year as part of the agreement. I received an email stating I would lose the $20 if I did not sign up for wireless. Business Response /* (4000, 10, 2022/10/26) */ 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. The consumer indicated they were satisfied.
Initial Complaint
Date:10/07/2022
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 have filed a police report number number in Fulton County, ** *********, providing the recording for service at ************************************************************* - for phone ************, as this is the account in question. All payments were made to ATT and in fact, I over paid and was never provided the service as per our legal verbal contract, which is recorded and in the hands of the police; that included free long distance in the ** and to 10 different countries, which included ********. Also, my last payment in good faith was made and I have over paid. *** then decided to convert check number **** to an AHC check without my authorization in an attempt to conceal and misrepresent my payments that were made for payment in full. The fraudulent conversion is bad faith by ATT and bad business practice in the ***********. This was a bait and switch and now also cramming. They have sent me over to collections. I spoke to ******** and emailed them telling them that I do not acknowledge or own this debt and that this is fraud, misrepresentation, concealment and defamatory. I have attempted to resolve the issue amicably and ATT will not acknowledge the real recording, which was the website offer given to me By Zee in **********, *******. That recording is now with the police. I am now requesting a full refund of all my payments to ************ and to remove the false & fraudulent charges to account, which ******** is attempting to collect $264.49. As a resolution, I would ATT to provide me free long distance at my other land line, which is a copper land line. That number is ************ in *********** and to include 10 countries/********/ and free long distance calling in the **, or a year of free service at that location. I have been a long term customer and am shocked at the unfair ********************** practice that I have experienced. **** I can be reached at ************.
Customer Answer
Date: 10/13/2022
I received your email and message. Please call me at ************. I have left messages, but no one has called me back. **** called me on Monday October 10, 2022 from ************ at 4:42 pm ******* introduced himself then suddenly stated that he would have to call me back, even though we never had a conversation. **** then gave me his number of ************. He was supposed to call me back after 4:30 pm on Oct 11, 2022. He gave me an access code of 467 and an extension of ****. I cannot reach him thru this contact or leave him a message as it is not a legitimate number. I received your email. I have called you a couple of times today and left messages.

I can be reached tomorrow between 1:15 and 1:45 or after 5pm or on Friday, I am flexible.

Regards,

***********************
************
Customer Answer
Date: 10/19/2022
************************* on October 17, 2022 the account has been recalled From credence where they turned me into collections, and *** has the account again and Credence is no longer working on the account. I am waiting on **** from ********** of the ********* to call me back today. He finally called me back on Friday right when I was going in to my annual Doctor **** and was going to call me today at 10am. I did not hear back from him and I called him and left a message that I have a Doctor's *********** at 5pm.

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

See Attachment/File: More info recieved by consumer.pdf
Business Response
Date: 11/02/2022
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 consumer's concerns. We believe this should fully resolve the consumer's issue.
Customer Answer
Date: 12/21/2022
Att only sent me $200 of the $500 credit vouchers. I am still waiting in the other $300. I copied ATT on this email. I have emailed them too to let them know but have not received any response. They can also apply it to my other bill if they prefer for convenience of ************. That is the *********** landline phone number at *****************************************************

Respectfully,

***********************
Customer Answer
Date: 12/27/2022
*******,

The Uverse account is still open that was closed. I overpaid and left a credit on the account with an overpayment by me of $27.13 if you need to resend the gift card toward that account.

Please let me know where you are sending the $300 gift cards please as I have only received $200 of the $500 you were providing me. I applied the credit to the traditional land line of ************ 105 and that is the account number.

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

31757Sent from my iPhone
Customer Answer
Date: 12/30/2022
This email shows that she said she would provide me a $500 card. She only made it for $200.

****
Sent from my iPhone

See Attachment/File: More info received from the consumer 2.docx
Business Response
Date: 12/30/2022
AT&T Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, AT&T's position remains unchanged.
Customer Answer
Date: 03/13/2023
******* from the corporate office offered me $500 to settle our dispute. I agreed as long as the $500 were given to me by a gift card or by a credit to my remaining existing landline
************. They have only issued a $200 gift card. They can easily apply the $309 credit to this account. To this day she has failed to provide the remainder of what she promised to settle our dispute. I have called multiple times and emailed and copied the BBB. The dispute remains and I will continue to pursue the necessary avenues. I tried calling yet again this evening and left another message.

Business Response
Date: 03/27/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 03/27/2023
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 03/31/2023
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. We believe this should fully resolve the consumer's issue.
Initial Complaint
Date:10/05/2022
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.
Att can not get my accounts separated from my ex wife and set billing up correctly no matter how many times I go thru the process with ATT overseas customer service representatives. Hours of wasted time at home and at work. ATT Internet account number *********
Business Response
Date: 12/28/2022
Business Response /* (1000, 5, 2022/10/14) */ 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 consumer's concerns. The consumer indicated they were satisfied.
Initial Complaint
Date:10/04/2022
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 filed an insurance claim for a replacement watch. I received it but it was damaged. I had to file another claim but never received the replacement. I made the insurance company aware of it and they tried to reach out to At&t several time but no response. Now, At&t charge me a non-return device fee of $340 for a device I did not receive and I want this taken off my acct asap. I have tried to reach At&t several times and continue to get the run around. I was transferred to the wrong department and hung up on 5 times.
Business Response
Date: 12/12/2022
Business Response /* (1000, 10, 2022/10/10) */ 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 consumer's concerns. The consumer indicated they were satisfied.

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AT&T is NOT a BBB Accredited Business.