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

46,034 total complaints in the last 3 years.
13,768 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:04/16/2025
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.
Initial Complaint
Date:04/16/2025
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.
Im filing a formal complaint against AT&T for charging me $315 in international roaming fees (105 minutes at $3/min) on my most recent bill, despite being previously told by an AT&T representative that international rates were significantly lower.Not only was I misinformed, but I had the International Day Pass active during this time, which is supposed to cap daily charges at $12/day. I used similar roaming services the prior month and was not charged these excessive rates, which shows a clear inconsistency in billing and a failure to communicate correct charges ahead of time.AT&T is now claiming the charges are valid and refuses to provide a refund or credit, despite the fact that I made these calls based on incorrect information given directly by their staff. This is deceptive, misleading, and completely unacceptable.I am requesting:A full investigation into these charges.A refund or credit for the $315 in roaming minutes.A review of AT&Ts communication practices regarding international billing to ensure other customers arent misled the same way.
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. The consumer indicated they were satisfied.
Customer Answer
Date: 04/17/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/15/2025
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.
4/4/25 entered AT&T retail.. I asked if any deals. After pulling up my acct, I was told trade in my s9+ for s25+. There would be no changes to my bill..if I was paying $80/mo..I would still pay that after 36 mo chg for phone and 36 mo of credits kicked in. All it would cost me was the $60 tax on the $999.99 phone. I confirmed this numerous times with the sales people. After spending time and $ (for accessories) setting up phone, I received AT&T text on 4/9 stating that my trade-in was received and in order to receive promo credit, I would need to sign up for eligible unlimited plan. This was never discussed with me! After spending over 1 hr on phone with, Customer Svc incl a Supervisor, I was told to go back to AT&T store because only they could honor their promises. Went to store, spoke with Mgr..he offered same solutions of upgrading plan causing bill to rise by $30/mo, returning phone, swapping phone for a diff model & lesser cr..nothing to address the "bill of goods" I was sold. Returning home, I called "Loyalty" **** and was told basically the same. This is not acceptable Customer Svc esp for a long time, loyal customer. I paid the $999 today so that my monthly bill wld not change. Also, in consideration of changing my provider. I expected better of AT&T, I feel like I have been duped and it is not a good feeling. I am not trying to get something for free, if I was told upfront of my choices, I would have paid for the phone. BUT, that is not the case and I don't feel the solution should fall on the misled customer. My husband and I kept saying to the sales people "this sounds to good to be true" and they just smiled and it was.
Business Response
Date: 04/16/2025
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: 04/16/2025
AT&T reached out to me. They were very courteous and apologetic. I appreciate the timeliness from all concerned in resolving this issue; which it was to my satisfaction. I remain a loyal AT&T customer.
Initial Complaint
Date:04/15/2025
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.
Subject: Unresolved Rebate Issue with AT&T Cell Phone Trade-In Program Account #************ Dear Better Business Bureau,I am filing this complaint against AT&T regarding an unresolved issue with their smartphone trade-in rebate program, associated with my wireless account number ***************** I switched to ********************** in February 2024, I traded in three smartphones under a promotional offer that included a monthly rebate for each device. While two of the three devices have received the correct promotional rebate, one device continues to be billed monthly without the rebate ever being applied.The device in question is a Gray Ultra smartphone associated with the number ************. According to the promotion, this line should have been receiving a $27.78 monthly credit beginning at the opening of the account in February 2024. To this day, that credit has never been applied.Over the past year, I have contacted AT&T multiple times, speaking to various representatives. Each time, I was assured that the issue had been identified and resolved. Unfortunately, no correction has ever occurred, and I continue to be charged the full amount for this device every month.I am requesting BBB's assistance in the following:Immediate application of the $27.78 monthly rebate to the device associated with ************, retroactive to February 2024.A written explanation from AT&T regarding why this rebate was never applied.Correction of the billing structure going forward so this issue does not persist.I have exhausted every avenue with AT&Ts customer ********************** and am extremely frustrated by the lack of follow-through. I would greatly appreciate your help in resolving this matter.Sincerely,Kebeberashem ******-*****
Business Response
Date: 04/16/2025
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. We believe this should resolve the consumer's issue.
Customer Answer
Date: 04/16/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/15/2025
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.
An AT&T associate removed the Next Up plan from both my line and my wife's line when an authorized user visited the store to upgrade their line. We called on Saturday, 04/12/2025, to address this issue. The agent assured us that he would add the plan back since it was removed without our consent. Additionally, our insurance was removed, and Home Protect was added, but that issue has been resolved.I contacted AT&T again via chat today, 04/15/2025, and was informed that the Next Up plan could not be reinstated. The agent was unhelpful and unwilling to assist with this issue. When I requested to speak with someone who could better assist me, my request was ignored. The agent mentioned that her supervisor was present and confirmed her statements.I have been paying for the Next Up plan since I upgraded and was due to upgrade this month before it was removed. I should not be held responsible for the mistakes of an AT&T employee. Please review the attached screenshots for a better understanding of the situation.
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.
Initial Complaint
Date:04/15/2025
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 was misled by an AT&T store representative when purchasing 2 new phones and adding them to a line. I was told my payment should go up by about 5$ max, in total being 195$ per month since I traded in some older phones. Now I have a 500$ balance, my service has been suspended, and my monthly payments have jumped up to 300$. I was charged fees I did not agree to. I have contacted support about this and was met with no help. On top of this, the support representative lied and told me my service could not be restored. After telling them they were not hearing me out about my problem and that I would like to be transferred, the representative said that employees can not transfer customers. The representative tried to stonewall me and explain that if I canceled my contract, I would have to pay 3500$ for all the phones. I told him that this is not my resolution and if it comes down to canceling my contract, I would like it done with no financial penalty. The employee finally transferred me, but to a department that does not pertain to my issue, after which that employee ended the chat when I explained that I would complain to the ***. I have already filed an *** complaint. I would like my bill adjusted to match what was promised in store, I would also like the 500$ balance to be waived and my service restored.
Customer Answer
Date: 04/15/2025
After being contacted by the Office of the President at AT&T I was able to get my bill down to 240$ by canceling some add-ons and received a credit of about 300$ . I am somewhat satisfied with the resolution as the adjustments provide compensation. However, I feel that the original misrepresentation from the in-store representative still needs to be addressed. I was told that the lines and phones have their own pricing and that nothing can be done. Along with that I was told that the unhelpful customer ********************** representative will be looked at too. I appreciate the efforts to resolve the matter and the help of the Office of the President representative.
At this time, I considered the issue resolved to a reasonable extent. I look forward to receving confirmation of the resolution and any additional actions they my take.
Business Response
Date: 04/16/2025
The AT&T Office of the President spoke with the consumer on 4/15 regarding a notice received from the Better Business Bureau. The specialist explained charges and offered a onetime courtesy credit. The consumer stated they were not fully satisfied.
Customer Answer
Date: 04/16/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/14/2025
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 haven't received my wireless bill since last 2 months. The last bill was generated in Feb. And there is no March or April bill yet. When I contacted customer care, they say that my account is unified with an uverse account (which was cancelled Sep/Oct 2024) and it needs to be de-unified to get the billing. I have tried this with ATT customer care multiple times, and they never completed the process. One of them mentioned that I need to pay the bill at original wireless account (before unification was done) to complete the deunification, but customer care billing department can't see any bill. It's been very frustrating that ************* is unable to resolve the issue to get the bills generated, nor there is a way to pay the bill. I need to pay the bill, so my wife's line contract would end with the last payment, and need to unlock my wife's phone. And my wife is out of country, and need to switch to the country local carrier, as att international roaming is costlier, but need to unlock the phone first, for which I need to pay the bill first. I would like ATT to resolve the issue, whatever deunification or it is, to get the billing generated as usual, and unlock my wife's phone as soon as possible, as my wife can't use her phone in another country, and she's already with no phone service as of now, and just living off of local wifi.Unified account no: ********* Original wireless account before unification: ************
Business Response
Date: 04/16/2025
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: 04/16/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:04/14/2025
Type:Sales and Advertising 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 just switched from family mobile to Att a few days ago. I had issues with my port in. So my phone wasnt working but I received a bill for over $100. If I was gonna go thru this I couldve stayed with family mobile.
Business Response
Date: 04/15/2025
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: 04/15/2025
I have reviewed the business response and accept this resolution.
the activation fee shouldve been waived as well. I came from another carrier.

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AT&T is NOT a BBB Accredited Business.