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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  AT&T

  3417 Murdoch Ave Parkersburg, WV 26101-1004

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  Active Communications - AT&T

  870 E Valley Rd Basalt, CO 81621

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  AT&T Mobility

  4545 N Oracle Rd Ste 111 Tucson, AZ 85705-1781

  
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  AT&T Mobility

  3286 N Campbell Ave Tucson, AZ 85719-2305

  

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:07/22/2025

  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.

  My family and I have had ATT Wireless for over 20 years. My husband is active duty military. We received orders to move overseas. We contacted ATT to find out the process and what they coverage was in order to evaluate all possible options and to locate a plan that will provide us with what we need while overseas. We ultimately decided to change plans with better international coverage while overseas and then port back to ATT upon return to the states. We were told be several representatives upon us providing my husbands orders our phone installments would be paid off, number placed on hold or we could port it out to use it, and we would keep the devices to use while we were gone. We ported our numbers to a new provider, 1 phone line was paid off, but 3 others were not and know I have a bill of $1,800+. I have spent over 6 hours on the phone with ATT regarding this issue and others since we did this process. No results. I get transferred from on representative to another. They open a claim ticket and still no response. The military department does not have a direct way of being contacted. This whole process has been a mess. All I want is the business to do as they said and make this right. We have never had a problem until now.

  Business Response

  Date: 07/23/2025

  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: 07/24/2025

  I have reviewed the business response and accept this resolution.  

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales associate **** quoted and sold outdated/expired promotional information when I traded in my phone. His colleague which I met days prior did as well. Each associate, on separate visits, quoted $829 trade in value for my iPhone 12 Pro 256GB, the week of June 30th, as long as it was in good working condition, which it was. They both suggested I take an equal trade in for a iPhone 16 128GB. For $829.I went ahead and traded it in. I have a brand new 16 pro 1 TB, and didnt need my 12 pro.After about a week, I only received $350 for the trade in from AT&T, and now have almost $500 due in installments.I returned to the store and **** was there. **** informed me the promotion he quoted me unfortunately ended 5/29/25. The max trade in value of my phone without that promotion was indeed $350. He was apologetic. But I would like the discrepancy covered, and in total receive the twice quoted $829 trade in value. **** did not have a good solution that day. He suggested I pay a $55 restocking fine to return the iphone 16, and was not sure if I would keep the $350 trade in from AT&T. I would have wasted 3 visits to the store, paid $55, and additionally given up a working iphone 12 pro. It obviously was not an acceptable resolution.I was given the store number, the name for manager ***** ***** and his email. I called and left a message for Mr. ***** without a response. I emailed him, no response. The business card I was given was for a ******** *****, (not ***** *****), so I emailed him as well. No response from either.I have waited two weeks without a response.

  Business Response

  Date: 07/23/2025

  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: 07/24/2025

  I have reviewed the business response and accept this resolution. 
  

  AT&T executive office called 36 hours after filing the BBB complaint. They reported that the promotion was active at the time of my trade in. They credited the wireless account the difference in quoted versus amount received. 

• Initial Complaint

  Date:07/21/2025

  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.

  Every 23rd of every month the billing for the following month is done. I left on March 25, 2025. I was two days overdue for my billing and they charged me for the month of April as if I were on the line. I called AT&T and they didn't give me a solution. I canceled the payment because they didn't charge me only for the two days, they charged me for the entire month.

  Business Response

  Date: 07/23/2025

  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: 07/23/2025

  Thanks for everything. I'm happy to have solved the problem. AT&T has already contacted me and we reached an agreement.
  

• Initial Complaint

  Date:07/21/2025

  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.

  Over the past two months, *** had an ongoing issue with AT&T involving mishandled insurance claims, billing placement problems, and repeated disrespect from their chat support team. I escalated to the retention department and was told they do not issue credits for hardship or service issues only billing errors. Despite the clear pattern of poor service, I was denied any resolution or *************** requesting a reasonable courtesy bill credit to acknowledge the inconvenience, time lost, and the unacceptable treatment Ive received. Im hoping this can be resolved through proper escalation and handled professionally.

  Business Response

  Date: 07/24/2025

  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: 07/24/2025

  I have reviewed the business response and accept this resolution. They resolved this issue very efficiently and effectively. I am quite happy with the results

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This does not pertain to the store that I went to in pleasant prairie WI all this is about the billing department at ATT they have messed up my bill majorly. I have now missed two days of work costing me 228 dollars. They keep changing my bill amount due and day due and they over drafted my account because they changed my billing date without notifying me. I went into the store and we contacted billing together as we say the bill was messed up. Billing said do not worry about it that it's fine and the auto pay would come out in the 25th like normal. They just updated my bill again changing the amount due claiming I have a last due amount and changing the auto bill date again without permission. And charging me a late fee even though nothing is late. My bills are supposed to be due on the 25th each month and I have been loyal customer for years. I am going to change carriers if this is not resolved quickly and to my satisfaction. I should be reimbursed 2 full days of pay as I have now had to take off two days of work for this nonsense!!!! The customer ********************** rep ******* we spoke with today July 21st 2025 gave me a 30 dollar credit which does not resolve my issue now of missing two days work having to deal with this problem.

  Business Response

  Date: 07/23/2025

  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.

  Customer Answer

  Date: 07/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/20/2025

  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.

  Dear BBB,I am submitting this complaint regarding a device trade-in issue with AT&T that remains unresolved.Back in October or November 2023, I mailed in my trade-in phone using AT&Ts provided packaging and return materials. However, AT&T claims they never received the device and has since denied me the promotional trade-in credits that were promised at the time of my upgrade.I was completely unaware of this problem until today, when I discovered that Ive been billed the full retail price of the phone over several months. I was never notified that the device was considered missing or that the trade-in credits were not being applied.Unfortunately, I no longer have the tracking number due to the amount of time that has passed, but I shipped the device in good faith and followed AT&Ts instructions. When I reached out to AT&T customer support to resolve the issue, they were unable or unwilling to help.This has resulted in significant financial impact, and I believe I have acted in good faith. Im requesting that AT&T either locate my trade-in or honor the original promotional offer as ********* information:Name: ***** ***** Address: ************************************** Phone: ************ Email: ******************** Thank you for your help in resolving this matter.Sincerely,***** *****

  Business Response

  Date: 07/22/2025

  The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.

  Customer Answer

  Date: 07/23/2025

  I have reviewed the business response and accept this resolution. They have resolved the issue thank you.

• Initial Complaint

  Date:07/20/2025

  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 went into the AT&T store to move my sons straightened talk phone to my account and to.purchase a new phone for him. It was an hour before closing when we went in. The *** was having a hard time getting my sons number to port so she assigned the phone a different number and we were told to call the next day to port his number to the phone. I was able to port his number the next day but I am being charged for an additional line plus multiple other charges for a line that was never used because the new phone is tied to that line. I have spent several hours on the phone and was told since I got the phone at the store that they had to fix it. I have went into 3 times and talked to the manager who says he will fix it but it takes 48 hours each time. It has still not been fixed and I am still paying for the additional line.

  Business Response

  Date: 07/23/2025

  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: 07/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/20/2025

  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.

  We have been with AT&T for many years. We currently have a bill for $835.17 currently due. We really want to stay with AT&T but are really unable to pay the amount due. I am asking that AT&T be generous enough to zero out our account and restart **********************. Both myself and my husband have not been home in several months. We do plan to go home very soon as we both have been in rehab at ******************** in ************, *******. AT&T could go look at usage and see its not been used. We are also looking to have repairs made to our home accommodate easier access for us to get around before getting back home. Please help!

  Business Response

  Date: 07/23/2025

  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: 07/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/20/2025

  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.

  Two (2) issues need addressed:Issue 1: 2 lines not receving the monthly cell phone bill credits Issue 2: **** is not stable and changes will wild explinations. 1. We have not recieved the bill credits for cell phones as promised from phone upgrades. When upgrading to new phone, were required to "finance" the phone in monthly installments but in return AT&T was supposed to add a bill credit back each month. We were told it would take a few bill cycles to "kick-in", however we never recieved the bill credits and after calling and chating online with AT&T they have not been able to reslove the issue.2. Our montly bill has not been stable for at least 16 months, every month it's a differrent amout, with only two months during the the last 16 months was the bill the same amount. We have only had one "change" to our plan during this time in which we added a third line for my son in June of 24. One would think that after that change the bill would stabilize... However month to month since then has looked like this: Oct 24 $225.21, Nov 24 $221.70, Dec 24 $213.66, Jan 25 $220.33, Feb 25 $215.66, March 25 $217.98, April 25 $217.98, May 25 $240.54, June 25 $229.26. I do understand AT&T did make a policy change for auto pay credits which would have affected the last month - but they cannot explain why everything in-between was changing and this fluctuating bill was occuring prior to June of 24.

  Business Response

  Date: 07/24/2025

  The AT&T Office of the President spoke with the consumer on 7/22 about their concerns. The specialist completed the request and attempted to reach the customer by phone on 7/23 but was unsuccessful. AT&T believes this should fully resolve the customer's issue.
  

  Customer Answer

  Date: 07/24/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/20/2025

  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.

  I am filing this complaint against AT&T due to two serious unresolved issues with my wireless account: failure to honor an upgrade agreement and significant insurance overbilling.1. Failure to Honor AT&T Next Up Agreement:Two years ago, I purchased a ******* Fold 5 under AT&T's "Next Up" program, which allows customers to upgrade after paying 50% of retail price for $10/month. When attempting to upgrade to the ******* Fold 7 in July 2025, I was told my line was no longer enrolled in Next Up, despite ALL other eligible lines remaining on the program. I must now pay off the remaining $746.51 balance over 14 months.AT&T support acknowledged that the store manager would be contacted and the additional training would be provided to applicable staff. However, they refused to simply add the $10 monthly Next Up charge to restore my eligibility. I should not be financially penalized for AT&T's internal oversight.2. Insurance Overbilling:My account has been systematically overbilled for insurance for approximately 24 months. I pay $50/month for "Protect Advantage for 4" covering four devices but was also charged an additional $85/month ($17 5 lines) for redundant individual insurance. This $85/month overcharge for 24 months totals approximately $2,040 in overpayments.July *****, 2025: Initial contact. AT&T offered 3-month insurance credit, claimed nothing could be done about Next Up. Promised callback from third-level support within ***** hours.July 19, 2025: No callback received. Had to re-explain situation to two support tiers. AT&T increased insurance offer to $900 credit but still refused to honor Next Up agreement.AT&T has failed to honor program terms, overbilled me thousands of dollars, and failed to follow through on promised senior support communication. As a loyal longtime customer, this treatment is unacceptable. I request BBB assistance in reaching fair resolution.Thank you for your consideration.***** "*****" ***** ************

  Business Response

  Date: 07/22/2025

  The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.

  Customer Answer

  Date: 07/23/2025

  I have reviewed the business response and accept this resolution.