ComplaintsforAT&T
Long Distance Phone Service
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Customer Complaint:
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Complaint Details
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Initial Complaint
04/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Starting in March of '24 we added a new phone as my husbands old cell phone kept disconnecting the Bluetooth which he needs to be able to hear the phone through his hearing aids. So we bought a newer cell phone at ******* and the went over to a close by att store to move his contacts to the new phone. In the process they said we could add a new line to our plan for no extra charge. so we decided to get rid of our landline and make husbands old cell phone have our land line number. They made all kinds of extra charges and I had called customer ********************** and reached an agreement in March. In April our daughter who was on our plan left the plan and got onto her boyfriends plan now I receive a bill that's even more $260.88. I want my old plan back. the one We had in February. I don't need all this unlimited stuff. Please help. We are seniors on a very fixed income.Business response
04/22/2024
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
04/22/2024
I have reviewed the business response and accept this resolution. I was contacted by **** at ATT and came to an understanding about my current plan and the emails received by meInitial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have had an AT&T Universal credit card since 1993 for over 30 years as a loyal customer. I have never made a late payment, never had any disputes, and have excellent credit. Suddenly, today, My credit card and husbands card as an additional card holder, said it was declined and account closed. I contacted customer ********************** by phone using the number on the back of the card and that customer ********************** person had no answers why and asked if I got any letter or notice why and I told her NO! She said since this seems to have just occurred within a couple days, she would try to put thru a request to stop its closure and reopen and re-activate it. The customer ********************** confirmed and saw we had not received any notification to inform us in advance or with any reason why. She then asked for all my information, name, address, phone, account number, and social security number! I did complain about giving my social security number, that theyve had all that information for over 30 years and it hasnt changed, but she said in order to put through the request she had to have it, so I gave it to her. She then put me on hold saying she was putting through request to stop the closed process and reactivate it. Just like anyone, with a credit card for 30 years with no problems, suddenly in a situation of purchasing and finding it was a closed account is a problem and embarrassing. To be a loyal customer for 30 years and not even be notified, with all my notifications online activated under my AT & T Universal Card online account, for phone, email, text and mail, there is no excuse for not having been notified in advance. Whatever reason they closed the account, which I have no idea, at least with notification that would give us an opportunity to correct whatever was happening.Business response
04/22/2024
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
04/22/2024
I have reviewed the business response, they said they were the wrong business that BBB contacted. They provided a phone number for the correct business this complaint was for. I appreciate them responding.Customer response
04/22/2024
BBB contacted wrong company about this complaint. the correct company is ********** AT&T Universal card, ***********, ND. I guess that means I have to refile my complaint and be sure its to the correct company.Initial Complaint
04/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
April 09/2024 Ordered a iPhone 15 plus pink for my sister. The same day they shipped the phone they cancelled the order. Spoke to AT&T and they told me to re order the phone and Im trying too. They are now making me pay off the device I ported in from ********* This device was paid off before I went to AT&T.Business response
04/22/2024
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
04/22/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On March 8th, **************************** ****** ** to upgrade my daughters iphone 17. We were told by employee **** that her phone qualified for a promotional offer of $5.99 per month with a 36 month contract for the iphone pro ****So, we purchased and activated the new iphone pro **** When we receives the bill from ATT we were actually charged $13.89. I contacted ATT about this and was then told the phone she traded in was not valued high enough to receive the $5.99 offer. This was not told to us by ****.Business response
04/12/2024
Attached, please find *******'s response to the misdirect complaint.Business response
04/19/2024
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
04/20/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Account Number: ********* Need Cellphone statements for September and October 2022.I called number ************Business response
04/19/2024
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
04/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In late November/early December my husband and I traded in our cell phones for new ones. We received emails to request boxes to return our old phones. We put both boxes in our mail box and they only received mine, not my husbands. I called in February and spoke to a customer representative who said that they would research and get to the bottom of it but that we would not be required to pay the $499.95 trade in value we were given. We were also told at that time that my husband's phone was not supposed to be sent in that way, that it was on a Next program and should have went somewhere else but we did not receive that information. I entered a missing mail request through **** to try to find the package on March 6, 2024 but nothing has been found. I talked to another rep on March 14th who put in a claim so the back office could research our complaint. They said they would call back in a few days but we never received a call. I called about a week later and they said they called and left a message saying they couldn't find the phone and we are responsible for payment (I did not receive a vm). At this time, they told me they saw the credit on March 6th and that it should show up on our bill in April and that they could set us up for a payment arrangement so our service would not get disconnected before the new bill came out. I received the bill and the amount is still on there and now that we are on a payment arrangement they insist on payment because it was an agreement. We have been lied to by several reps saying that it would be taken care of and that we didn't owe this amount. We have been good customers, never made a late payment and always turned in a trade-in for the last 15 plus years I've been a customer. The account # is: ************. The phone number is: ************. Our complaint # was: CM20240314-165002114 and our tracking # with **** is: **********************.Business response
04/19/2024
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 direct contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.Customer response
04/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been a customer with ATT for many years. I have requested an educator discount multiple times, as they have never applied this discount since first requested in August of 2017. I would periodically call and ask for this every year in August, as this would be the time they would request me to wait for. I have still not received this discount. This 25% discount would be greatly beneficial to our family, but we have fought this for years. I am tired of being lied to regarding this discount.Business response
04/18/2024
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
04/18/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On April 16, before midnight I attempted unsuccessfully to make my payment per the arrangement. I was unable to make it so I called customer ********************** - they attempted to assist me by sending me a token and text messages to make the payment but they were unsuccessful. I was informed by the representative that I would be able to make the payment on 4/17/24 - they would note the account of the difficulties to make the payment and assured me that the account would be fine. My business is unable to operate and I made every effort to make the payment. The payment plan is no longer available and this has impacted the business indefinetely. If the payment system is unavailable nightly or is not available to honor payment arrangements - and this is a reasonable occurrence ( a few times a month ) would that not be predatory? If forces all the persons with the arrangement to make the full payment and all representatives are given no recourse to assist you. There was no manager available to assist and it feels as if they can have bad business practices underneath the cloaks of " system is down". The representatives who just hang up when they dont want to deal with you call is beyond frustrating. I asked multiple times in my calls on 4/18/24 how many days was I past due - no answer. Just not worth it - I would advise not having an account with ATT if you have a business. You can not control bad customer ********************** so I would advise to not put your business and livelihood in the hands of ATT. You are better off going to a service provider that does basic OFF/ON RESOLVE such as METROPCS. You pay them, its on - you cant its off. But to make arrangements and then offer no authority for the representatives to cure or work on the accounts. They just have people answering phone calls. No assistance at all. I have a small business. My husband and I support our family so we dont expect to be heard - but if you are researching this company for your small business DONT.Business response
04/19/2024
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
04/19/2024
They responded promptly, answered all of my questions and I accept their resolution.Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called *** in late Sept '23 to add International Day Pass to my acct. ******* added the service & then told me he had a way for me to lower my monthly bill. Then he began to push a 4th line of service on my acct. There are only 3 people in our family - no family in the state either. We do not want or need a 4th phone. He kept saying it is a FREE phone! It is not a free phone! He told me he was sending it - I told him we would be out-of-the country for over two weeks and said DO NOT SEND the phone. He sent it anyway. It arrived on our driveway - we saw it via a camera that is on our garage. We had to call a neighbor to get the box from the driveway. Once home, I never opened the box. I got very ill on the cruise and spent most of late October, all of Nov, ************* seeking medical help. I have all the records to prove that I was too ill to deal with a phone I did not want or ask for. About a month ago, I took the phone to our local *** store. The young man at the store opened the box showing the phone inside. The phone itself has not been opened, the seal is NOT broken. He said we had 14 days to return the phone - we weren't even home within 14 days of that conversation with the *** representative. I have called *** - ************* and was on the phone for over 1.5 hours to no avail. We have been very good customers with *** for over 21 years - we pay our bill on time every month. And yet, I cannot get someone to help me eliminate that 4th line of service and return the phone. I would sincerely appreciate any help in this matter. It has caused me a lot of aggravation and extra money that I have not budgeted for this year. By the way, the way he "lowered my bill" was to eliminate an insurance plan we were paying for since we purchased our phones through ***. Now my bill is just as expensive but I have no insurance on our phones.Business response
04/18/2024
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
04/18/2024
I truly appreciate the swift action taken by the Better Business Bureau in reaching out to AT&T on my behalf and to AT&T for contacting me immediately upon receiving the correspondence from BBB. I accept the resolution that has been presented to me by AT&T.
Sincerely,
**************
Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I switched from ******* to AT&T in August 2023 because I could not get service in the secure facility that I was working in. I enrolled through a local retailer in ****************, **. Because I work for the federal government, I was told that FirstNet would be the Government plan for me. AT&T sent me emails to verify my job, which I did, but each time the system would refuse the verification process. I visited the retailer 3 times between August and October before the issue was rectified. Then, on April 5, 2024, I received 2 SMS messages to verify my eligibility once again. By April 9th, Firstnet (AT&T) had shut my phone off and I did not discover this until I placed a call to check on my mother. The phone call went directly to Firstnet. I spoke with a representative who restored my service and directed me to go into the store to verify my eligibility. I could not make it to the store that day or the next, so on April 11th, my phone was shut off again. I spoke to a representative for over an hour to get my service restored and eligibility completed only to have my phone shut off the very next day. A day where my family was trying to reach me about a medical emergency with my mother on the other side of the country. A call I could not receive because AT&T shut my phone down over a verification process, not due to non-payment but over a verification process. I was livid. I AGAIN went to the retailer but this time I asked to be removed from Firstnet, I had to argue with the salesperson about issuing me a new *** card as well. The *** Card change was made on April 12th and on April 17th. My cell phone service was again CUT OFF. For no reason!! I went to the retailer and she directed me to call a number for reactivation but I have no phone to call from. I was told to go to the library or a pay phone (In 2024-really) I am disappointed in AT&T and want to be refunded all the money I have spent with this company.It is the least they can do for the inconvenience to me.Business response
04/18/2024
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
04/20/2024
I have reviewed the business response and accept this resolution. I appreciate the discussion with AT&T and I hope going forward, they will revise the policy of suspending accounts due to a verification process. As discussed with AT&T, most people only have a cell phone as their sole means of communication and taking that away may cause a burden to that consumer. Think about your practices before implementing them and thank you for resolving my issue so quickly.
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Customer Complaints Summary
38,492 total complaints in the last 3 years.
7,147 complaints closed in the last 12 months.