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

46,047 total complaints in the last 3 years.
13,753 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:08/11/2022
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.
* visited store located @2069 NE Burnside Gresham, OR XXXXX on 7/4/2022. All though it was a holiday the store said it was open on line*visited store located @2069 NE Burnside Gresham, OR XXXXX on 7/5/2022*Wanted to upgrade a single line on my Multi line account*Assisted by store associate BRANDON - asked out of curiosity if the store was open on the 4th of July Brandon said QUOTE "My manager doesn't know but my co-worker and I were supposed to be here but we decided just to take it off." Shh"*Instead of upgrading the line Brandon ADDED an additional line to my account*I made it clear I did not want a line added, simply wanted my line upgraded*He activated and deactivated upwards of 6 SIM Cards in an attempt to place/activate the phone he had activated on the new line on the proper line I was trying to upgrade*Left the store being told the "added" line had in fact been cancelled and I was "all set"*Called **** on 7/6/2022 to confirm the "added" line had been cancelled. It had not.* Visited the same store on 7/7/2022* Assisted by TONY (The Manager)* He cancelled the added line rendering the phone I had "un-usable"*Advised he would need to remove my military discount in order to Cancel the line (What')*Activated a different phone as my business heavily relies on Mobil usage*Was not the phone I wanted but they didn't have another of the original phone a had purchased* Received **** and the total due nearly doubled (another issue I'm currently working on with ATT Corporate)* placed multiple calls to TONY directly throughout the month of July*He NEVER called back and I was told by BRANDON (very distinguishable unprofessional tone) that he was doing an Audit*Current Situation:- A **** that Nearly doubled- A phone that overheats- 3 Days outside ATT max return policy- $200 difference in quoted price of phone-Had to re-ad Military discountCalled TONY and Brandon to retrieve district Manager **** Covolo contact info & Brandon hung up on me!
Business Response
Date: 09/13/2022
Business Response /* (1000, 5, 2022/08/12) */ The **** Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. **** communicated with the consumer and shared the details of the resolution reached. **** 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, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:08/11/2022
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.
We switched from a 30G rollover plan to an unlimited plan and now cannot receive verification texts. This makes it impossible to log in to anything with 2 step verification such as online banking, my grad school email, my Ring security app, and many other apps. This issue started immediately upon switching plans, and impacted my old iPhone 11 as well as my new iPhone 13 when I switched. I tried all the troubleshooting steps suggested by AT&T, nothing worked. Upon further research this appears to be a common problem, and none of AT&T's suggested troubleshooting options help anyone. People online have said the only way they ever got it resolved was filing a complaint with the BBB and a senior manager from the office of the president at AT&T eventually was able to figure out what the corrupted settings were and make the fix. I need this fixed asap. I have had an incredibly frustrating experience with AT&T this year on multiple occasions and I am not willing to spend even more hours on the phone with customer service agents who are going to recommend that I try all the things I've already tried that didn't work. I need someone higher up to fix this problem so I can receive verification codes via SMS.
Business Response
Date: 10/06/2022
Business Response /* (1000, 5, 2022/08/22) */ 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. 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:08/09/2022
Type:Order 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.
In July, a person I lived with informed me that they would like to have a *** Internet **** taken out of their name. I used the *** Transfer Account tool on the website to transfer the account into my name. At that point, I lost access to the *** *** feature on my account. The site did not inform me that transferring the account would cause this feature to be inaccessible. If it had, I would have reconsidered this action. *** *** is still featured on my bill and I don't understand why my access can't be restored. I have worked for weeks with customer ********************** agents at *** and keep hitting dead ends. I am not a new customer, my address hasn't changed, and at no point did *** give me the same bonuses that they would give a new customer in July 2022. I just want access to the feature restored.My *** account number for this issue is ********* The email account *** created for this account is: **********************
Business Response
Date: 09/06/2022
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 09/12/2022
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.

Customer Answer
Date: 10/27/2022
In July I requested a name transfer of one ATT Home Internet account. At no point in this transfer was I informed that I'd lose any features or services. I haven't had access to HBO *** since this process. For months, this company lied to me saying they were looking for a solution, I was recently told that since my account was somehow set up as a new account, I just won't have access to HBO ***. I find this unacceptable. I have waited patiently for MONTHS and MONTHS and my problem still hasn't been resolved, and I find the answer I am being given unacceptable.

For months, my billing statement even said that HBO *** was included, but they have now decided to scrub that from my statements.

ONLY CONTACT ME IF YOU CAN RESTORE MY HBO **** PLEASE DO NOT CONTINUE TO CONTACT ME OTHERWISE

My acct number is
*********

Again, I DID NOT START NEW SERVICE. I DID A TRANSFER. I WAS NOT AT ANY POINT INFORMED THAT I WOULD LOSE ANY SERVICES OR FEATURES. I JUST WANT MY HBO MAX *************** want the service I had returned
Business Response
Date: 11/07/2022

AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 11/11/2022

AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 11/17/2022
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Business Response
Date: 11/23/2022
AT&T is continuing to work to address this consumer concern and will provide a final resolution when available.
Customer Answer
Date: 03/11/2023
This matter has still not been resolved and ATT has stopped communicating with us. They've also offered no compensation for this ongoing lack in service and agreements.
Business Response
Date: 03/27/2023
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.
Initial Complaint
Date:08/08/2022
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.
On June 23rd 2020 2022 I spoke with a representative a representative from AT&T. Identic explain to her (Flora) That I was interested in lowering my monthly bill, currently paying a $168 at T-Mobile.. She explained to me that I have come to the right company and my new payment if I agree would be a $119 Plus 20% taxs on on my new contract for about a $140 permonth, plus $10Ã—36 months for a new SFE20 cellular phone. And my 1st bill will be a little high because of sims. I agreed. 2 weeks later my bill came to over $400 when I call to find out why so high the representative explained to me that they did not have me As over 55 And also they did not take off the other charges such as fallow; for the 4 lines which included automatic payment so instead of $45 charges each , it's $35 I explained to her that , I wasI "d $30 for each line So payment got adjusted for about a $100 less. Representative #2, apologized, explained that 1 line is $30 and the others (3) is #35 each. On August 6th, Att went into my account charging $323.94. I then spoke to representative number 3, comma she explained to explained to me that there is nowhere in my contract for me to pay that amount as a matter of fact my payment will be about $200 per month or more. And because I do not have the original "in black-and-white I do not have a leg to stand on.. I did express my frustration frustration explaining to her that there is no way that I could afford to pay $50 more for a service that I was only paying a $168 per month. I then inquired about it's about paying off the one new phone and cancel in my contract representative 3 explain that if I were to cancel with AT&T. I will have to pay over $500 for the new phone. I explained to representative number 3 that I was looking to lower my monthly bill and and as it is now I am paying over $50 more more per month. I do feel that representative's #1 and 2, lied to me to get my business. I'm asking to pay $236 for phone, canceled contract
Business Response
Date: 09/16/2022
Business Response /* (1000, 5, 2022/08/09) */ The AT&T Office of the President spoke with the consumer on (08/09/22) regarding a notice received from the Better Business Bureau. The specialist advised (No adjustments will be given) and the consumer declined. The consumer stated they were not satisfied. Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a call from AT&T on August 9th 2022.. The representative stated that the only reason she called is because they had to follow up once they received a complaint a complain from BBB. She did not try to alleviate any problem(s) that I'm having with the company.She stated that my bill is $293 per month, and that's what I have to pay. If I decide to go with another another cellular company I'm still will be responsible for the $600 for phone. Business Response /* (4000, 9, 2022/08/12) */ 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, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) AT&T has provided me with what they're not going to do.
Initial Complaint
Date:08/08/2022
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.
Utility box installed within easement of my property. Recent rain caused large holes to form around the box. This is a serious tripping hazard and now I am concerned about sink holes due to the size and depth of the holes around the box. Getting ahold of anyone to assist is impossible. I would like assistance immediately.
Business Response
Date: 10/13/2022
Business Response /* (1000, 5, 2022/08/29) */ 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 on 08/22/2022 and 08/29/2022 and to date has been unsuccessful. AT&T completed the requested resolution. We believe this should fully resolve the consumer's issue.
Initial Complaint
Date:08/05/2022
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.
Timeline: July 14, 2022 - New billing dates July 14, 2022 - August 13, 2022, started. July 14, 2022 - Three lines that we had with AT&T were ported to T-Mobile. July 17, 2022 - Additional, and final, line was ported to T-Mobile, thereby, canceling our account with AT&T. July 17, 2022 - I called AT&T to confirm that our account had been canceled, and I was informed that it had. July 20, 2022 - AT&T took an additional payment of $245.73 due to AutoPay still being active. August 5, 2022 - My husband, an authorized user, called AT&T to inquire when we would be getting out credit for 26 days unused. I was told that AT&T's policy is they do not credit mid-cycle port cancelations. I asked the representative to provide me with the information regarding their policy, and the representative sent it in an email. I asked for the source, website URL, or something that would prove it was a legit policy to which they responded to "search cancellation" on our website. I then inquired at what time was I presented with the policy information, and the representative said, "When you asked for it." So, I never received ANY cancelation policy before or during my service time with AT&T. It was only after I inquired about my credit that I was told. Up to the submitting of this complaint, I have been unable to find public access that dictates mid-cycle ported cancelations forfeit account credit.
Business Response
Date: 09/12/2022
Business Response /* (1000, 5, 2022/08/09) */ Contact Name and Title: Kevin Smith OOP Mgr AT&T Contact Phone: XXXXXXXXXX Contact Email: ******@att.com Mr. ********* was not aware of the AT&T policy that no longer allows for prorates on the customer's mobility account when the account is ceased and that is the reason why he filed a BBB complaint. Our customer was billed for the entire month of service. Mr. ********* is now aware of the AT&T policy re prorates. With that said, AT&T issued a service credit on our customer's wireless account to satisfy as a courtesy. Mr. ********* is aware that a refund may take from 4-6 weeks to receive. I asked Mr. ********* to contact me if he does not receive his refund by 9/20. Mr. ********* is very pleased with the resolution and he verified satisfaction. Consumer Response /* (2000, 7, 2022/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree to this company's response contingent on their follow through.
Initial Complaint
Date:08/04/2022
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.
MY AT&T ACCOUNT NUMBER IS: XXXXXXXXXXXX So I was on a Carnival Cruise from 6/25-6/27. When we got on the ship we got a text message saying we can add an international day pass for $10/day (includes texts, calls, data). So we added that to our lines, and then on 6/26 we got a text saying that we had over $100+ charged to our account for using data. Apparently, International day pass does not cover the cruise. So we called in and explained that we weren't informed of this, and they had agreed to take off the charge. We also stopped using our cellular data immediately. but then when I got charged for my bill for 6/28-7/27 on 8/3, I saw that they had charged $100 for a Cruise package on 6/28, and when I called in, they said that they had to charge me for the package, because they took off my data charge. But I was not told that on the phone the first time at all! On the phone the first time, they said they were going to take off the $100+ cruise data charge because we weren't informed correctly. and nothing about charging us again with the $100 cruise package. This is a scammy company, they would do anything to charge their customers more money! We were already back on land by 6/28
Business Response
Date: 09/14/2022
Business Response /* (1000, 5, 2022/08/05) */ 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:08/03/2022
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.
On 6/13/2022 I ordered a SIM card through the AT&T website. On 6/18/2022, I cancelled services due to the service not working in my area. On 7/5/2022 I called due to receiving a bill for $74.70 I was advised to pay the bill and a credit will be issued for $74.70. On 7/21/2022 I received another bill with a $0 balance. I called the office regarding the credit and was advised a refund will be issued in 24 hours. I called again on because I checked the account and did not see a credit 7/24/2022 and was advised to wait 24 hours for the credit. On August 3, 2022 I called and spoke with Carlie who said she has to transfer me to the Loyalty Team. I asked for a supervisor she said there is not a supervisor available. Carlie advised she can have a supervisor call me in 24-72 hours. Carlie transferred my call and I spoke to Lisa in San Diego. Lisa said she only handles Uverse clients and has to transfer me to the right department. My call was transferred to Tracy. Tracy said can see a credit showing as pending. I asked why the credit has not been completed she said she is not sure why. I asked Tracy to speak to a supervisor and she said there is nothing they can do since the credit shows pending. Tracy placed me on hold returned to the call and said "hello" then nothing else there was complete silence then she hung up on me. Account number: XXXXXXXXXXXX
Business Response
Date: 09/12/2022
Business Response /* (1000, 5, 2022/08/09) */ 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. Consumer Response /* (2000, 7, 2022/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a phone call from AT&T stating a gift card was mailed to me. This was not what any previous representative has told me but it will do.
Initial Complaint
Date:08/03/2022
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.
Good morningMy name is ****** ***** phone number ************* My services were suspended this morning. I called customer service to try to extend the amount of $567 as I just paid $707 this past Monday. I explained that I was on my way out the door to my appointments as I'm pregnant so now I'm late for my first to deal with this. Now I have to try to scrounge up another almost $600 just to get my services back on and on top of that my mother is home with heart failure which I'm dealing with as well so I do have other very important bills. No way should ATT not have been able to extend this amount for me.
Business Response
Date: 09/12/2022
Business Response /* (1000, 5, 2022/08/04) */ 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:08/02/2022
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.
On June 16, I contracted w/an AT&T kiosk in our local Sam's Club w/Alex & Gabriel. 3 new iphone 12mini (1-w/128gb & 2-w/64gb). I was told we could transfer 2/3 of our existing Cricket phone #s, we would have to keep 1 of the new #s assigned ************. We received 2 of the phones by 6/19. The 128gb needed to transfer to our existing #************ to the new iphone, but when we called I was told I needed to save my voicemails on it, as they would all be deleted when transferred, so we could not transfer is as of yet. By 6/29 we still had yet to receive our 3rd iphone, I called after being transferred/handed off numerous times, they stated I had to pay a balance of $37.80, that is why it was not shipped. I am still perplexed as to why I had a balance, when I gave them my credit card during the initial transaction. We were out of state on vacation from 7/1-7/11. When we returned I called AT&T on 7/11 (3rd time) to migrate/port our old phone#s to 2 of the new phones. I was told that they could not help as I need new sim cards placed in the new phones, and to go back to AT&T to get them. On 7/12 I went to the AT&T @ Sam's Club. Alex nor Gabriel were there but we had Alex's cell# so the Agent that was there called him & handed me the phone. Alex stated to go to a local corporate store to expedite this. When stopping at a local store w/my husband I spoke w/Corey S****, Mgr, he told me that they are unable to help at all and that the best bet for me would for me just to return the phones. He also stated that these AT&T kiosk are not employees, they are 3rd parties, they see complaints all the time. On 7/13&7/14 I called Alex and left aVM, he never returned my calls. On 7/14 I called VIPCust.Serv. spoke w/Toby, we had a conf.call to Alisa at the other store, she stated them same as the other store. We were disconnected. I called back receiving an escalation #******* from Karen ***************. I have not gotten anywhere as of yet w/numerous calls&text to date.
Business Response
Date: 09/28/2022
Business Response /* (1000, 5, 2022/08/16) */ 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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