ComplaintsforAT&T
Long Distance Phone Service
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Billing- on October *******. I called my spouse and to my surprise their phone was disconnected I contacted AT&T I asked why and they said that the company decided to sell all of area codes 787 939 and 340 to *********** and my spouses phone number was one of them I was told all I had to do was get a new number which I did a few weeks later today 11/14/24 I receive a $358 more difference on my bill I got upset called AT&T and they said that due to the change I was now responsible for all the fees associated to the change and because I did not do it prior I am now responsible for the full amount of the installment plan we were on I told them from the beginning we never received any type of notification if we would have we would have changed it prior *** kept saying there was nothing that could be done that I had to pay all of it now which I could not make a almost $300 bill payment and on top $358 for fees and installment plan I am in this mess and financial problem not because of my doing but because the company decide to sell my spouses phone number this has become a headache and time consuming issueBusiness response
11/15/2024
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 response
11/15/2024
I have reviewed the business response and accept this resolution. Someone called me and resolved my issue and was very responsive and caring to my situation I am truly gratefulInitial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Incorrect billing error. I was charged for a line thats AT&T should have never ported over to begin with. They ported the wrong number. And now they want me to pay for their mistakes. There was no usage on the billing statement during the time they are trying to bill me for. I already spend a week and a half fixing the mistake by myself because they wouldnt help me. Once I got it fixed now they want me to pay for something that isnt even my fault.Business response
11/15/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T confirmed the concern had been resolved. The consumer indicated they were satisfied.Customer response
11/15/2024
I have reviewed the business response and accept this resolution. I wasnt satisfied. At & T are crooks.Initial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Late October my wife's cell phone wasn't working. We went to replace her current cell phone and number. Upon this transaction she was given another number. We returned to the store to have her give her previous number. They added another acct that I didn't authorize, to my bill. Now I'm being billed for a non existent acct. They said to remove that acct I have to pay ***** off on the new phone. Then they will remove the fake cell phone number of. **************. There is no cell phone attached to this number.Her current phone Number is **************. This has been her phone number for two years. We wanted this number continued when she exchanged her old phone for a new one. Now I'm paying for a non existent phone until I pay *****. I phone number I never authorized.Business response
11/15/2024
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 response
11/16/2024
I have reviewed the business response and accept this resolution.Initial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 26, 2024, I visited this AT&T store to provide them with my new credit card number for a monthly payment on my husband's phone. While there the salesperson told me my phone was eligible for an upgrade. He said they were running a special where if I upgraded to a new iPhone AT&T was giving a free Apple watch in the upgrade. He told me that the upgraded watch had the same features that my current watch has, e.g. Blood Oxygen and ECG. He also told me that I could answer a phone call and text without having my phone with me. I told him I did not need that feature since I always have my phone with me. I accepted the upgrade. 18 days later on 11/13/2024, I received my bill from AT&T. While reviewing my bill I discovered there is a monthly data plan for the watch. I immediately contacted AT&T and found out that the "Free" watch would cost me $299.99 if I discontinued the unwanted data plan. I chatted with AT&T for quite a while and found out the watch will not work without the data plan. She told me that I was 4 days over the 14-day limit to return the watch and that there was nothing they could do about it. That same day I also called the store manager, ***** at the store where I got the phone. He also said there was nothing he could do about it. His employee flat out lied to me to make a sale. Now I am stuck with a watch that doesn't do what I was told it does, and I must pay a recurring data plan for 3 years for a function that I will never use. If I want to stop the data plan, I will need to purchase the unwanted "Free" watch for $299.99. I would like to just return this "Free" watch and have the data plan cancelled without consequences.Business response
11/14/2024
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 response
11/15/2024
I have reviewed the business response and accept this resolution. I am completely happy with the immediate response of AT&T. The representative was very attentive to my complaint. The way she listened and treated me made me feel as if I am a valued customer. I have been loyal to AT&T for many years and will continue to be for years to come. Thank you for this rapid and complete resolution.Initial Complaint
11/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
ATT allowed the fraudulent transfer of my phone number to another party and is unresponsive in correcting their unauthorized action. A fraud claim was filed immediately, within 15 minutes of the transfer. A fraud claim number was issued on 10-29-24 [ claim #******-000493] with a promise to contact me within 48 hours. as of 14 days, no contact, no assistance, no phone, PLEASE HELP ME, this is causing personal and financial distress and no-one seems to care. I have had this number with ATT for 30 yrs. Phone number stolen is ************Business response
11/14/2024
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 response
11/14/2024
I have reviewed the business response and accept this resolution.Initial Complaint
11/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*** increased my internet rate 50% after removing a promotion. I am looking to get a better rate on my service. I tried connecting with ATT but found their assistance very condescending and instead of trying to help the situation I was told my bill will increase again this month. So 2 increases in one month. I have been a customer for over *****, it looks like if I left and became a new customer I would get better rates. I am not sure how this is fair. The chat supervisor, instead of trying to help me told me that the $240 additional per year is not a price increase. I am not really sure how $240 additional per year is not an increase and since the chat supervisor ended the call without helping me at all I am trying to get help this wayBusiness response
11/14/2024
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 response
11/14/2024
I have reviewed the business response and accept this resolution.Initial Complaint
11/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Someone opened an account on 2023 using my stolen identity . The at& t account number is ************. My driver license was stolen and someone used it to get an iPhone and an iPad from at & t . I filed police report and *** complaint . I then filed fraud claim with at& t with all police report and everything but they are saying its not fraudulent. I am trying to buy a house and now I cant because of my credit report because someone stole my identity and my account went to collection. At this point I would just like to pay at & t even though I never opened an account with them. I had filed a police report for my stolen driver license as well before this incident. At& t wants me to pay for the fraudulent account which I never opened. I have police report and everything but still they say its not fraud. At this point I would like to pay the money even though I never opened an account before it gets sent to collection so it dont ruin my credit score. Please contact me at ************. And please dont open any account with my social security. I have placed a credit freeze but they never pulled my credit check . Please someone from at & t help me out . This feels like my life is over because of fraud by someone else .this is taking a lot of stress on my wife and children.Business response
11/15/2024
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 response
11/15/2024
I have reviewed the business response and accept this resolution. Someone from presidents office reached out to me and escalated the fraud thing. The next day I received an email saying the account was indeed fraud. The ***************** got things done for me.Initial Complaint
11/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In July 2024, I filed an insurance claim for a Galaxy Fold 3 phone through *************** Asurion. A new phone (phone 1) was sent and within a few weeks of having the phone, the big screen popped and stopped working. There is no physical damage to the screen, the pixels don't work. In September, I sent that phone back and received a replacement (phone 2), which works fine. On Oct. 29th, phone 1 was returned to me with a note saying they won't accept the phone because of the damaged screen, and are charging me the full retail value: $1,800. The letter is not on letterhead and has no contact information or signature. It's very suspicious. AT&T sent me a broken phone and are now charging me full price for a new one. I have made EVERY effort to resolve this, including going in to my local store, with no resolution. I have spent multiple (well over 15) hours on the phone with both Asurion and AT&T, each of which blames the other for the charge and claims that they can't see or refund the charge on their end. More often than not, I am transferred repeatedly, each time having to explain the story again, only to be hung up on. The same thing happened when the AT&T employees in the store called. After almost 2 hours on the phone, they were hung up on. I have no other recourse at this point.Business response
11/13/2024
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 response
11/13/2024
I have reviewed the business response and accept this resolution.Initial Complaint
11/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I signed up for AT&T Fiber internet online (activated 9/20/24) as a new customer and they had several special offers for signing up, one being that they would pay my cancellation fees from my old service provider (***************) in full. After signing up and activating the service, I waited but did not get notified on how to get reimbursement for the cancellation fees nor was it showing up in their online reward center. I tried calling AT&T customer ********************** and they said they cannot give me a reward but offered to give me a $75 credit (the cancellation fee was $220). I decided then drove to the local AT&T store to speak with someone in person about it but was referred back to the online customer ************************ tried called the reward center and they said they have no record of this reward despite me telling them I have screenshots of it. They said that I have to talk to AT&Ts customer ********************** division (again) as they are the only ones who can fix this problem, so I was transferred to an agent in that department, explained the situation, and their response was that only the rewards center can handle rewards claims. They put me on hold and attempted to speak to a supervisor from the reward center but came back and said the rewards center refuses to address this, so the agent offered me a $50 credit. I told them this is less than the $75 credit offered at the beginning of this whole process and that this is not what was promised in the sign-up offer which I could provide screenshots of as proof. I also said if they dont honor their offer, I will reach out to the ********************************************** and the BBB as this a blatantly deceptive and false advertising process. After speaking with their manager, the customer ********************** agent then said they could offer a $100 credit but no more and most people only get a $50 credit. I declined as this is far below what was promised, and they are still offering this reward on their website to this day!Business response
11/14/2024
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 response
11/15/2024
I have reviewed the business response and accept this resolution. They promptly responded and addressed the issue satisfactorily.Initial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a phone from *** in ********************************* trouble the act would stick a lot had to power it off a lot took it to ***** they stated that phone was messed said get a new phone I didnt had just got that one had it for a year at the time I got my son a phone I ended up takeing it back from him and I put it on suspension the other day ATT took it off Suspension I looked at my bill because I was going pay off my phone that was messed up so I called customer ********************** tell the young lady that they had taken my other phone off suspension without my knowledge and that I wanted to put back on suspension and that I wanted to check and see about paying off my iPhone 13. She stated Miss ***** they was not supposed to suspend your line and she said your payoff for you 13 iPhone is $243 so on November 11 I contacted AT&T and made a payment at 2:43. The young man charge my card for 263. I made him cancel it then I was told that even after I pay off my iPhone 13 that if I wanted to use my iPhone 14, then I would have to purchase another line then they started messing with my bill talking about it was $322 when my bill was only $97 a month because my iPhone 14 was suspension so me and my son physically went into a AT&T dealer store one of the main branches the manager told me Miss ***** Im so sorry. He said you can pay off your iPhone 13 and if you wanna use your iPhone 14, you can use your phone number from your iPhone 13. He said they did fraud you he said that is fraud he said, but thats what they teach them. Im not gonna give up the managers name. He did say to me that he wanted to be honest with me my son said do they scam elderly people he said they do take advantage of each other and I have it on tape. He did tell me you can bring both of your phones back into the store. You can pay off your iPhone 13 we can take your number that you have from your iPhone 13 and all you have to do is un suspend your iPhone 14 and you can use that number he he saidCustomer response
11/13/2024
I received a call from the President of CEO office she stated that she went through the notes she saw where I talked to all these people she saw where all the confusion was long story short she told me that she was gonna take care of my iPhone 14 I would have a zero balance she told me shes gonna take care of my bill. I would have a zero balance. She told me that I would be able to get rid of the line on the 2963 number and just have the iPhone 14 and bring that number over to the iPhone 14. I told her that I didnt trust AT&T or first net and I would ask her to send me email in reference to everything that she said that she was going to do so basically she saying shes gonna wipe everything away and I will start over fresh and my bill will be $50 so right now Im just seeing if shes gonna call backnow thats what she said She stated that she was going to call me back again. This was from the president of AT&T office. I forgot what she said her name was. Im a go through my phone log and get her phone number though cause I told her Id trust her she said what can she do to make things better? I never did say what she could do because she should know what to do. She called me AT&T customer ********************** fraud the elderly and I told her that and I have a recording of one of the managers at a big branch from AT&T saying yes they do and yes, they did fraud so she said her goal is to make it right so lets see if she does that.Customer response
11/13/2024
Thats the time that the AT&T executive lady called me. She still hasnt done what she said she was gonna do so I was gonna give her some time and then reach back out to yall to let you know whether she honored what she said she was going to do thank you be blessed.Business response
11/13/2024
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 response
11/13/2024
I have reviewed the business response and accept this resolution.Customer response
11/13/2024
After I accepted the offer she lied like I knew she would I was at work when she called and said Miss ***** take your SIM card out the iPhone 13 and put it in 14 she lied all way around now I am going release the tape on social media of the manager stateing they rip off the elderly I thank you for your service ant way done with ATT all together lied just that fast she never said in the letter about the iPhone 13 so not going use either phone the 14 you cant use so I will go with another carrier I have no bill with ATT
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
47,252 total complaints in the last 3 years.
15,906 complaints closed in the last 12 months.