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

• 

  Active Communications - AT&T

  94 Market Street, Unit 102 Eagle, CO 81631

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  AT&T Mobility

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

  
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  AT&T Mobility

  9565 E 22nd St Ste 115 Tucson, AZ 85748-7557

  
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  AT&T Mobility

  107 Columbia Point Dr Richland, WA 99352-4387

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:05/22/2025

  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 reached out to me directly and offered to refund my account for the difference in price between auto paying with a credit card and auto paying with a checking account - or the one month that I had not made the change. I made the change in my account, although very reluctantly, because I had no choice unless I wanted to incur the additional fees. I still think this is a poor business practice on the part of AT&T that opens up their customers to fraud and abuse. This case may be closed.

  Business Response

  Date: 05/23/2025

  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: 05/23/2025

  I have reviewed the business response and accept this resolution. AT&T reached out to me directly and offered to refund my account for the difference in price between auto paying with a credit card and auto paying with a checking account - or the one month that I had not made the change. I made the change in my account, although very reluctantly, because I had no choice unless I wanted to incur the additional fees. I still think this is a poor business practice on the part of AT&T that opens up their customers to fraud and abuse. This case may be closed.

• Initial Complaint

  Date:05/22/2025

  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.

  I have reviewed the business response and accept this resolution. AT&T resolved my issue by paying off the remaining balance and canceling the line as requested. Im satisfied with the outcome and lose my remaining device credits, or keep paying full price for an unused line.The business committed to allowing suspension at $10/month, and now refuses to honor that. This policy change occurred after the sale. If I had known that **** would not be available, I would have never opened the line. I am now locked into paying full price on an inactive line due to a change I had no control over, and based on guidance I trusted from AT&T's own employee.Ive been a loyal AT&T customer for 25+ years, spending over $500/month on services. Im requesting a billing credit from 3/17/25 onward and reinstatement of suspension or a comparable accommodation.

  Business Response

  Date: 05/23/2025

  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.

• Initial Complaint

  Date:05/22/2025

  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.

  I heard back from ******* ******* with AT&T yesterday with an explanation and resolution. This complaint may be closed. 

  Thank you

  *** *******-*****

  ******* while on the call with support to see if she could expand - but there was no answer. And then further stated that the credit or process applied incorrectly. I attached a copy of the solution previously presented and agreed upon.

  Business Response

  Date: 05/23/2025

  The AT&T Office of the President contacted the consumer regarding a rebuttal notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. The consumer indicated they were satisfied.

  Customer Answer

  Date: 05/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/22/2025

  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.

  I have reviewed the business response and accept this resolution. nnot cancelled them until 14 days later.On May 19th, 2025, I went into the ************** Indiana Store Location to upgrade another line to the promotion for the $5.99 a month for the iPhone 16e, advised that Store *** that I did not want to protection for the phone or the Next Up Anytime but was informed that it had to be added regardless if i wanted it or not, otherwise, they coud not do the upgrade. Again being forced to have add-ons/option forcably added without my consent and having to pay for them only to have turn around and cancelled one within 24 hours and another have to wait 14 days. This is deceipt by AT&T and is pushing me to reconsider my relatonship of over 30 years with the company.

  Business Response

  Date: 05/23/2025

  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.

• Initial Complaint

  Date:05/20/2025

  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 have reviewed the business response and accept this resolution. 

  Business Response

  Date: 05/22/2025

  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.

• Initial Complaint

  Date:05/19/2025

  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 have reviewed the business response and accept this resolution. ***** ***** with the Office of the President for AT&T executive offices contacted me. I explained the situation to ***** and requested a prorated adjustment to the ***** billing for the period of time I did not have access to AT&Ts services. ***** said she would reverse the entire charge for the ***** billing ($172.98), and the May billing had already been adjusted to $0.00.

  I explained I wasn't requesting for the entire balance of the ***** billing to be returned to me, just a prorated adjustment. ***** insisted she return the entire amount due to the aggravation of dealing with this issue.

  I accept that the May billing of $38.19 has been adjusted to $0.00, as no one can tell me why there was a May bill issued. And I accept the return of the ***** billing amount directly deposited to my bank account, as ***** said she would.

  Thank you,

  **** ******

  and/or get an adjustment on this billing. The full amount of $172.98 was auto-drafted from my bank account on 04/24/************************* did issue another bill on 05/05/25 for an amount of $38.19. The charges on that bill were for two lines at some pro-rated amount from 04/17/25 to 05/05/25??? There was no service during that period. ***** did adjust the $38.19 to $0.00 on 05/19/25, but would not budge on the total $172.98 from the 04/05/25 billing.Thank you!****

  Business Response

  Date: 05/20/2025

  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.