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

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  Active Communications - AT&T

  324 Dillon Ridge Way, Unit F Dillon, CO 80435

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  AT&T Arkansas

  1401 W Capitol Ave STE 420 Little Rock, AR 72201-2936

  
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  AT & T Mobility

  2017 Knickerbocker Rd San Angelo, TX 76904-5524

  
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  At&t store

  2017 Knickerbocker Rd San Angelo, TX 76904-5524

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:10/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** ******* and I am filing this complaint because I have given AT&T and Samsung every opportunity to resolve this issue realistically with no results. I have been dealing with this issue for a month now with the involvement of my children. My daughter, ******* *******, has given her time to resolve this with her best efforts with no positive resolution. August 30th, 2022, I agreed to a contract with AT&T to trade in my IPhone 8+ in exchange for the Samsung Galaxy Z Fold 4. I was sold on offers that were not even eligible for the plan that was selected. I gave my IPhone 8+ knowing that I would have to wait for the shipment of the Samsung. I received the Samsung phone in the mail along with a bill that was not anticipated. The phone broke at no fault of my own, it was a manufacturing issue. I called AT&T, they said the phone would be shipped, it could take two to four weeks, and was told to buy a cricket phone in the meantime. I was out of pocket buying a phone, a phone card, and now I am using a government phone. My daughter had the bill adjusted and paid my first month's bill. At this point, I was willing to remain an AT&T customer. I called and was told that the replacement was not even ordered. On September 30th, ******* spoke with Chris ******, and was connected with Samsung customer service. Initially Samsung said that they would not honor the free one-year warranty. The solutions provided have included a three-hour drive, more out of pocket costs, referred to Verizon, unable to get my IPhone 8+ back, pay for the insurance, send the phone back and be left with nothing. Time is valuable. I want a phone and compensation. The options are to continue without a phone, incurring charges for the monthly service, spend more money, go to the competitor, and there is nothing we can do. It is not realistic for me to send the phone back, having nothing while waiting for the phone to be processed, and trust that they will tell the truth.

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 5, 2022/10/06) */ 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, 2022/10/14) */ This is the second complaint. My name is ******* *******. I am speaking on behalf of my father ****** *******. This man is 74 years old; I have reported that he is showing signs of memory loss like dementia. My phone number was listed in the complaint, but I never received the call. Instead, my father is even more confused. Still no phone. You are to contact me relating to this matter. I need all of the account notes printed and sent to the above listed address. I would like to be contacted regarding the unprofessional behavior, false advertising, disregard of policy, and out of pocket costs incurred due to dealings with your company. This is elderly abuse. Protocols that are advertised have not been completed. Contractual agreements have not been met. I want all of the notes that have been entered by all of the workers, managers, anyone who has noted this account. My phone number is 812-236-9251. My business hours are 8 am to 4:30 pm. I would like for this to be handled correctly and professionally. I am hoping that I am not contacted with options that are unrealistic. All I have received is unrealistic options for a manufacturer issue, default, on a phone that is covered under a one-year free warranty. I would like to be contacted. I need reimbursement. I would like phones. Now. Two months now with no phone. He has been without services that I paid for. Contact by the business; Replacement; Refund Business Response /* (4000, 9, 2022/10/18) */ 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. Consumer Response /* (4200, 11, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The 36 month contract agreement was for a free phone with a trade in. AT&T warehouse confirmed that they had the IPhone 8+ that was given. The free phone was received with a bill much higher than expected. My daughter assisted with some resolution to the billing, but my phone broke and the 1-year warranty is not being honored. The phone broke due to a manufacturing default. My daughter and I have tried to resolve this with no more out of pocket costs. I have been referred to Cricket and my daughter was referred to Verizon by employees with AT&T. I keep being told to buy a phone out right, drive 3 hours to Bloomington, and other nonsense. AT&T lied about several things along this process, but I am supposed to trust the specialist to be honest about the manufacturing default. I am also required to send this broken phone back first which was not what was said when I inquired about the 1-year warranty. I need the information from the broken phone, I am done spending money out of pocket while paying for services I am not receiving and give up the only thing that I have from AT&T leaving me with nothing. The resolution that has been offered is unacceptable. I would like all of the notes from the account. My daughter has spent a number of hours trying to handle this. Time that could have been better spent. I want a new phone that is ready for operation. Business Response /* (4000, 13, 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:10/03/2022

  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.

  Someone opened up a AT&T wireless account in my name and now I have a 9,000 balance which shows on my credit report. The att fraud department won't do anything and they keep saying it's no fraud on the account and I was liable for the charge. Please help

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/07) */ AT&T Office of the President received previous consumer notice. The notice contained no information that required further review. As such, AT&T's position remains unchanged.

• Initial Complaint

  Date:10/02/2022

  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 moved to a new house and I moved my existing internet service from my old place to my new place (08/30). The rescheduled the first appointment and during the second appt the technician stated the area where the conduit needed to be was clogged so he would put a ticket in with his manager to get it unclogged and it should take 3 business days. A new technician came to set up the internet but realized the hole was still clogged. He reached out to his manager and we realized the first ticket was never placed. A new ticket was placed and we were promised 3 business days again. Nothing was done we kept calling and they kept promising us they would fix it. My wife started a new job that requires her to work from home but has not been able to. They promised us that definitely September 30th it would be unclogged but then again they did not show up. At this point we are very frustrated as my wife may lose her job and they are doing nothing about it.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 5, 2022/10/18) */ 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:09/29/2022

  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.

  3 months ago june. i filed a claim with ATT for an ipad that was water damaged, I was given the new ipad and paid the insurance amount $200 and i dropped the ipad at a ups store with the smart post that was provided to me i never heard anything after 3 months later today sep 29th i was told i am getting charged a non returnable device fee, i called and spoke with a very rude manager he told me there's nothing he can do and he doesn't have a copy of the tracking that they sent to me for them to track it, i no longer have that either but they don't have any information or a copy of the tracking label they generated for me and was given to me with the device RMA number. i asked for the rma number they said they also don't have that. how is it they don't have a label tracking information that ATT generated for me and gave to me inside a box!!!! the manager told me i don't have a choice but to pay the fee or go back to the ups store after 3 months of the package being dropped off. i read that this has happened to so many other people, how is it they can't provide is with a tracking they generated? unless it's done on purpose to get that extra 249 non return device fee. i have so many devices with att for years and for the manager to tell me this and cause me extreme anxiety and stress to even cry whole asking for help from an agent to tell me they don't the tracking information they provided. how was it even printed how come they don't have that. i am in extreme stress over this as i don't have extra money to be able to pay such an account. and nobody is helping me but very rude managers making it worse. i need the amount credited it's absolutely not fair to be charged for something they don't have even the tracking information for to be able to help me further. 3months no communication about it no emails no reminds to return device. then now i'm getting charged something i cannot afford

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/30) */ 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, 2022/10/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/24/2022

  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 purchased an Apple Watch Ultra from Best Buy and paid $799.99 plus tax. I then went to activate the watch with my phone and went through the process to activate the watch. Not only did the watch not activate as it kept saying there was an error with AT&T but it also setup an installment plan on the Watch with AT&T forcing me to pay another $799.99 over 36 months. I spent 68 minutes on the phone with an incompetent associate who has sent me on a wild goose chase to go to Best Buy to go to at&t to call another number, etc. all because you have a software issue. Please keep in mind I have a software company and we charge $400 per hour to troubleshoot and fix software glitches. Please understand if I have to deal with this any further I will invoice you for my time. Please remove the installment plan and work with Best Buy on this as it's ludicrous and anti-trust all over it. Order with Best Buy is: ******************. Absolutely pathetic, stressful and a complete waste of my time, especially for a company I spend almost $10,000 per year with. Seriously so frustrating and rude.

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 5, 2022/10/11) */ 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, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) As a consumer and paying customer to ATT, due to their inability to properly code their software, I spent 8 hours of my time on the phone and going to Best Buy to resolve the issue. Purchasing an item should be seamless and work without causing headaches or interruption from the consumers life. This all happned due to a software glitch in AT&T unable to identify the serial number activated on the device, but instead activate based on model number. I want written confirmation that the software glitch was resolved or being resolved and I want a credit to my account to compensate me for my 8 hours wasted. Failure to do so will result me in invoicing AT&T for my consultant work in helping them identify software failures. Please respond with a firm response so we can move forward in the right direction. Their terms due not exclude me from charging them for consulting on open software glitches. Business Response /* (4000, 9, 2022/10/21) */ AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

• Initial Complaint

  Date:09/23/2022

  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.

  AT&T never put a lid on the junction box in my yard. I have an unmarked open hole directly beside the sidewalk. I have reached out to them multiple times to try and get someone to stop by and take the 30 seconds it would take to do this. I have a safety hazard in my yard strictly do to their negligence.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/30) */ 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:09/21/2022

  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.

  ***** **** Complaint concerns AT&T. Account #:************ On June 4,2022, I called to have a issue with AT&T corrected. After discussing my previous issue, the customer service rep informed me of a separate promo where I would receive $100 off of my bill monthly for adding a new line. After further discussion, I agreed to add 2 Apple watches to my bill. According to the rep, my bill would be around $250 a month after adding these products. THIS WAS A LIE!!! My bill WENT UP $100!!!! This is UNACCEPTABLE! I have called several times trying to fix this matter and was told every time that they could not fix this issue. I know the call was recorded. AT&T needs to honor their agreement. This is their fault. I should not be forced to pay this amount. If AT&T's rep was not correct when selling me this, that is on them! Not me! I would like to have this problem corrected and be credited for the extra money that I have had to pay for AT&T's mistake. AT&T is a multi-million dollar corporation and they should not be profiting off of frauding small businesses like myself.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/30) */ 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:09/20/2022

  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.

  1. On July 25th, 2022 I went in to an AT&T store to add a phone line for my ten year old son. As I am an RN and work at an ED I was talked to about a Firstnet account. I was told both my son and I would be on the plan. 2. On August 5th it came to my attention through having two different bills that only my line was on Firstnet and my ten year old boy was on an account by himself. I was told I was misinformed and my son's phone could not be added to the firstnet account at the time. Also, the cost of having two different accounts was much more costly than what I had originally been quoted. My bill overall cost was over $200 a month. My accounts were supposed to be merged, with the Firstnet dissappearing. Since I don't have an IPAD it did not make sense to add an additional account for my son into firstnet at 25%, which I was finally offered. I was supposed to now have one account through at&t. 3. I checked my at&t bill and firstnet account to verify the changes had gone through. I no longer had a firstnet line on August 8th. 4. I continued to pay my at&t bill, and the last autopay went through sept 3rd. 5. My iphone was shut off on 09/19/2022 as I owed $215 to firstnet; an account I was no longer supposed to even have. A medical director was unable to get ahold of me. 6. I went the local at&t store in Covington. No manager was available, the clerk was unsympathetic, and tried to get me to sign up for firstnet again. 7. I had to call customer service, and was forwarded right to collections who refused to transfer me to customer service until I paid my $215 firstnet bill. 8. I paid the bill, in order to talk to customer service. 9. After a 1 hour and 45 minute conversation, and multiple patronizing statements, I was refunded $45 and a ticket was started for refund me another $195. The ticket # is ******************* 10. I left without a single apology ever being given, no emends, and my five hours of work time spent being belittled.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/22) */ 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. We believe this should fully resolve the consumer's issue. Consumer Response /* (2000, 7, 2022/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received refund today and was given additional credits to make emends. An apology occurred and there will be follow up with involved staff.

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service 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.

  09/16/2022I purchased a new iPhone, at this location due to a lack of inventory at other stores and this AT&T store refused to sell me Apple Care with my purchase. After the purchase I visited the store I was originally going to purchase from to have my purchase corrected and was told the only store that could correct the problem was the store I purchased the phone from. I called to try to have this resolved and was told that I am banned from that store for complaining. This store's policy is to refuse to sell Apple Care to anyone, even know At&T sells Apple care.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */ 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:09/16/2022

  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.

  Transaction date: July 24th, 2022 AT&T account #:XXXXXXXXXXXX I was approached at a Target on New York Ave in Washington DC by an AT&T rep. We discussed switching from Verizon, and I inquired about remaining balances with Verizon on my devices that were financed. I was told that my Verizon balance would be paid off if I traded in my Verizon devices, paid $90 for taxes on the new phones and switched to AT&T. With the rep, we used the Verizon app to recall all prices for each device and specially discussed remaining balances for each device. I have since tried to track down the original sales person, called and spoke with several representatives for AT&T, and contacted Target to try and return these phones, cancel my service with the provider and/or find some type of resolution. I am told that AT&T will not accept them (my devices) and that since it is a balance owed to another company it is out of their hands. I am now in collections for $1090 ($328 to be paid this week for my outstanding bill) and my credit is ruined due to the $750 dollars remaining balance that is owed to Verizon. I was lied to by the AT&T rep, and would have never switched if I wasn't lied to about this by him. I only owed $184 on my two phones that I traded in & $399 on my apple watch. My plan was to continue to pay them down with monthly installment payments through Verizon and switch when I had paid them off in a few months. I was told by the rep that amounts owed were so small that they would be taken care of by AT&T. As a struggling college student, I couldn't afford to pay the lump sum owed out right, and the only reason I agreed to switch providers was because the rep falsely assured me that wouldn't pay anymore out of pocket besides the $90 for taxes and the trade in of my 2 iPhones 12 Pro Maxes ($530 each trade in value via apple.com trade in estimates).

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/23) */ 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.