Complaints

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a charge on my bill for 150$ I have called numerous times. Was on the phone for hours. Transferred to many departments and told to just pay it. Account # *******. I have been a loyal customer since early 2000 and I am fed up!!!

  Business response

  03/16/2022

  Consumer Response /* (2000, 6, 2022/03/02) */ AT&T called me and settled my complaint today. Thank you

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 21st 2022, I became a wireless customer to AT&T, representative Holly in the sales department sold me the contact. I advice her that I would like for my contract to be active as to where there wouldn't be any prorated charges, she advised me to call back if the charges appear on my bill to have the charges removed. February 22nd I received my two Samsung Galaxy S21 fe, upon receiving the new devices I immediately took one of the device into my local store to have it activated, (I activated the other one at home) when I arrived back home to charge the phones up, I noticed that there were no cable (s) to charge either device. I charge our devices using my sister charge. The next day I call customer service and reported the issue and that both devices arrived DOA, after using my sister charger to charge my phones, I immediately notice that the battery was draining drastically, from 100% to 90% etc within 5-10 mins. I made another call into ATT and spoke with another agent, who told me to keep it on charge over night, keep an eye on it and call back if need too. On Wednesday February 23rd I called back in to report (again) the issue with the battery, I spoke with Pamela who sent me out a wireless charger doesn't work. On February 24th I made several calls (at least 25) about my DOA devices, I explained the issue with the drainage of the battery on both devices, troubleshooting was done with two different agents on both devices but the battery is still draining and the reason for it is unknown. I was told that I would have to file a claim and pay the deductible, which ATT can not guarantee a new device. Because I am within my 14 days, paying a deductible is not a option, and I most certainly do not want a refurbished device. I am asking to return this device for a different device for both lines. I have only been a customer with AT&T for 4 days, and I haven't be able to fully use the device, not to mention the rudeness of the representatives at AT&T

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/02/25) */ 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

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been without internet services since 2/10/22. I reported the outage on 2/11/22 and the agent could not resolve the issue with out the need for a tech visit. The tech could not come until Wednesday 2/16 but agent said they would put in an expedite request and that team should call me in 24-48 hours. I got a random text message that my appointment was rescheduled to 2/17 12-4. I called because I wasn't free then but I was 8-12 but they moved my appointment again to 2/18 8-12 and said the expedite team would call me. I waited at home and the tech never showed. I called back and was told the ATT tower is down l and the tech doesn't show or contact me if the tower is down but it would be back up by 12:38pm 2/19 and they would need to reschedule my appointment to 2/24 12-4. Today, I call to the ATT call center to confirm the tower was repaired and to confirm my appointment but the agent informs me I never had an appointment and that they couldn't come out until 3/7/22. I blew a gasket and asked to speak to a supervisor. I do not trust the call back thing anymore because they never actually call back so I asked to wait. She placed me on hold then disconnected the call. This is ridiculous and so unprofessional. ATT has wasted my time and I am still without internet services that I am expected to pay for. All I am asking for is for ATT to come out ASAP and fix their equipment so I can use my services that I pay for. I shouldn't have to go an entire month before getting assistance and it shouldn't be this hard to get assistance from the contact center. I attached screenshots with appointment confirmation.

  Business response

  03/30/2022

  Business Response /* (1000, 6, 2022/03/07) */ 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

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2021, AT&T ran a promotion for $1000 toward a iPhone 13 if trading in an older model iPhone. When trading in a phone on my plan in store, the representative said the phone would receive $1000 (have paperwork stating). I contacted AT&T twice to confirm the phone was received and it would get the credits, and it was confirmed. When credits started to show up, it was for the wrong amount. Contacted AT&T and was told it would be receiving the correct credits. When the incorrect credits kept showing up, contacted again for the fourth time, and was told I would be receiving back credits for the incorrect credits, and will see the right credits from now on. The back credits were never received and the bill is still showing incorrect credits. Called AT&T customer service and am now being told I will only receive half the credits I was promised on multiple occasions. I have paperwork from the trade in, as well as screenshots, but AT&T is going back on all of this and saying I will only receive $500. I would like to receive the difference in credits for the months I was credited incorrectly, and I would like to receive the correct credit amount in future months AT&T account number: ************* Complaint is in regards to the phone line with the number ************

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/07) */ 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

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I turned in a complaint against AT & T last year because I am on automatic pay and was not getting a bill emailed to me like I was supposed to and their website would not let me log into my account to see my bill. They finally got the issue fixed so that I could log into my account, and I just accepted the fact that they were still not emailing me a bill like I was told by them I was supposed to be getting. Now when I go into the website they told me to use, wireless.att.com, it never works. Yesterday it was flashing giberish on the screen and today it gives me a menu but the rest of the page is blank and nothing happens when I click on any tabs on the menu. So once again I have no way of seeing my bill. I just called in to AT & T three times to get help and each time I requested a call back. When I was called back I explained this entire scenario & they verified my account, then I was either left on hold with no one coming back..... ever.... or the call just abruptly ended for no reason. I simply want to get a bill or have a way of seeing my bill online. I have no idea if I am getting charged the correct amounts. I have spent SO much time on simply trying to get a bill it is ridiculous.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/11) */ 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

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account #: ********* Account Holder: ******* ***** Account Address: ******************************** KY ******* My fiancee and I moved back to TN in March 2020, because my mom had gotten down to 76lbs and I refused to leave her. We left service on until October. We did this due to our adult nieces were still living at the account address. We were told in Oct that they had started new service a couple of months prior with a new company. The acct, holder called on Oct. 22, 2021 to cancel service once we learned they had gone with a new company that was cheaper. We did not realize that the acct was not cancelled and we were still being billed. We were billed an additional 4 months. As being authorized & the acct holder not being able to write stuff down due to he is a truck driver that runs nights. When he up an driving of course he cant write stuff down so I called on Feb. 4, 2022. The 1st person I spoke with was Jessica. I explained everything and she said we are "premiere" customers and could get our bill down to less than $100 a month. I explained the situation and she said the acct. was cancelled. I asked about a refund and was transferred to a supervisor. The supervisor said no notes on cancelling, but a promo was requested in Oct. Called today to get acct #. Discovered that the supervisor & a rep named Charles (@nd person I spoke with today) left NO RECORD on our acct. I spoke with Phil 1st today. He said supervisor call back. Called back and got Charles. He hung up & refused id #. Called back and got Hannah (id # ******) She verified no notes from sup on Feb. 4, 2022 or Charles (spoke with today) and no record they were in the acct. She transferred me to Stacy in the Loyalty team (ID # ******) She verified this info as well! Transferred to Michelle G (Could Not Get Complete ID # due to phone call quality. ID starts with ****) She said was notes from Oct. & Nov. We NEVER contacted AT&T from the Oct. call so why was our acct accessed in Nov? We want a refund!

  Business response

  03/25/2022

  Business Response /* (1000, 5, 2022/03/01) */ The AT&T Office of the President spoke with the consumer on 03/01/2022 regarding a notice received from the Better Business Bureau. The specialist advised of adjustments made towards the internet service. The consumer stated they were not satisfied. AT&T found that a portion of this complaint raised issues with services provided by DirecTV. We advised the customer to contact DirecTV about those concerns. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Josh ************* Manager To The Office Of The President didn't help & NO REFUND has been issued, because they BILLED US AGAIN SINCE THE COMPLAINT WAS FILED!!!! Mary, another person who works in The Office Of The President said what Mr. ******** told WAS NOT CORRECT AT ALL!!! AT&T IS WHO BILLS US NOT DIRECTV!!!! THEY SHOULD NOT HAVE A NEGATIVE RWSPONSE, BECAUSE THEY CHOOSE TO WORK WITH A COMPANY THAY DOES NOT CARE!!! WE HAVE BEEN BILED 5 TIMES SO ATA&T OWES US EVERY PENNY!!! Josh ******** stated that we couldn't escalate above him! That's NOT TRUE!!! NOT ONLY HAS AT&T STOLEN OVER $1,000 BUT THEY DONT FOLLOW THRHOUGH & PASS THE BUCK!!! I WANT TO SPEAK WITH SOMEONEABOVE JOSH & MARY!! MARY CONFIRMED THEY HAVE SUPERVISORS ABOVE THEM! UNTIL ALL CREDITS HAVE BEEN ISSUED THIS IS NOT RESOLVED! WE DON'T UNDERSTAND HOW A RESOLUTION COULD BE SUPPLIED WHEN WE STILL HAVE AT&T CALL BACKS PENDING BASED ON MARY ESCALATING THIS ABOVE HER?!? HOW CAN YOU SAY IT'S RESOLVED WHEN NOTHING HAS BEEN DONE & AT&T TOLD US THAT THEY WOULD CALL US BACK! NOW A DAY AFTER THAT ITS SUBMITTED AS RESOLVED? SO WO NOW IT WILL BE CALLS TO DETERMINE WHAT IS OCCURING!!! MARY LEFT A VOICEMAIL STATING IT WAS BEING ESCALATED TO THE PERSON ABOVE HER MAMAGER. WHAT IS THE RESPONSE FROM THAT PERSON? Business Response /* (4000, 9, 2022/03/09) */ 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. AT&T regrets that the consumer disagrees with our response. However, we believe the information reported to be accurate and the concerns have been adequately addressed. This is our final response. Consumer Response /* (4200, 11, 2022/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know why AT&T is NOT communicating! The Sr. Rep Josh ******** had NOT called back nor has he allowed us to speak with his manager. AT&T has billed us 5 times (NOT DIRECTV) & we are owed OVER $1,000 at this time!!! AT&T has NOT resolved this, buy 1 person is still working on it & AT&T (I assume Josh Roberts) is trying to close this complaint!!! HOW can a complaint be closed with no resolution when a rep brought in by Josh Robert's is still working on the issue!!!! Thisnis NOT RESOLVED & UNTIL AT&T GIVES REASONS WHY THEY HAVE CHARGED US AND THEN TOLD US TO FILE A BBB COMPLAINT AGAINST DIRECTV. AGAIN, DIRECTV HAS NEVER TOUCHED OUR CHECKING ACCT OR BILLED US, ONLY AT&T!!!! I NEED SOMEONE ABOVE JOSH *******!!!

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been an AT&T customer for 5years and every year they go up on my bill. I call and talk to a customers service rep and the adjust my bill and they still hike my rates up. In Dec 2021, I called because they increased my bill from 246 to 340. The customer service rep gave me a deal that brought my bill back down to 240.00, but when January came around and the bill was still 340. I called and the rep saw that my bill was supposed to be 240.00 which I paid, but shortly after I received a cut off notice because I have on overdue payment for 74.00. and the new billing amount was 401.00. I called and they said I had to pay the balance or my bill would be cut off. I'm tired of the back and forth with AT&T and I want a resolution to my billing issues, There are record of the customer service rep adjusting my bill statement, but when the statements come out they say something. different. I need answers for this problem and I need to speak with someone in upper management along with a written statement of what the bill is supposed to be.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/04) */ 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

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a retired att employee. I have been trying to get my retired employee concession on my land line since Sept. 2021. I have made MULTIPLE calls to many different numbers given to me by many different employees that i have spoken with. Today i received a notice in the mail that they were going to disconnect my land line on 2/17/2022 if i do not make the payment. The credit that i am supposed to have should pay my bill through April. I cannot ever get to the employee land line concession department to try and get this resolved once and for all. they are threatening to disconnect my service and stating there will be a reconnect charge. I do not owe them ANY MONEY and just want the correct department to resolve this ONCE AND FOR ALL. Any help you can provide will be greatly appreciated. Thank you. for your time.

  Business response

  04/14/2022

  Business Response /* (1000, 8, 2022/03/17) */ AT&T is continuing to work to address this consumer concern and will provide a final resolution when available. Consumer Response /* (3000, 11, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ended up cancelling my home service that I have had for over 37 years. When this started in Sept, 2021 there were multiple orders written by multiple reps that all told me the same thing, that my existing service would be a total of 20.00 plus tax for everything I have, including long distance.None of the orders ever made it through to correct my account. On 3/17, I was told my service would be 20.00 plus tax for LOCAL service and long distance was 6.07(after a 10% discount) plus taxes for a total of 10.28 for at total of around 33.00 per month. I told the rep I did not use the long distance. She said they could remove it. She called me back on Monday and said the company policy now was that I have to pay for the long distance service that I NEVER use to get the discount on my local service. I told her that if I had been told that back in September when this started, I would have cancelled the service back then. I appreciate the help that Donna Green and Leticia Sanchez from the office of the president gave me. I was willing to keep my service as an emergency backup, but not willing to be forced to pay for a feature that I would NEVER use. Business Response /* (4000, 13, 2022/03/23) */ 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

  02/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a grandfathered plan with AT&T. The monthly bill is ~$60.Monday 7th February 2022 I went to the AT&T store at **************, Philadelphia. I asked if it was possible to add a second line to the plan. I was told it was.Based on this, I purchased two new phones, for myself, and a new phone for my son. This went through quickly.I then spent some considerable time for the new phones/SIM cards to be added to my plan.I was told that as everything was now 'paperless' I could not get a contract at the store, but that it would be emailed to me.Wednesday I received a email with a link to an online account. I set up the account.I had been transferred WITHOUT MY PERMISSION to a new plan. My monthly bill had increased from $60 to $250.I called AT&T. I was informed that there was a 'service outage in my area.' I redialed multiple times and finally got through to a rep. The rep said that there had been a mistake, she would correct it, and to watch out for an email.Friday I received an email. There had been further changes to my account WITHOUT MY PERMISSION. My monthly bill was now increasing from $60 to $150.Friday I called AT&T. I was informed that there was a 'service outage in my area.' I redialed multiple times and finally got through to several reps. I was on the phone for 1 1/2 hours. The last rep said that there had been a mistake, she would correct it, and to watch out for an email.Sunday I received an email. There have been further changes to my account WITHOUT MY PERMISSION. There appears to be a new plan. My monthly bill was now increased from $60 to $160.Overall, none of the people I spoke to honored my initial request to add a new line to my existing plan.In all three cases my request was ignored, my plan was cancelled, and a new plan was created, which increased the basic tariff, sometimes significantly.

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/11) */ 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

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01/26 they charge me 141.85 for the taxes of 3 iPhone 12 mini. A week later without notice took 415.95 out my account. Sign me up to paperless billing without my authorization. So I returned the phones on 2/5 and they are hesitant to still reimburse me the rest of the money for the taxes of the phones. When I signed up for the service they told me that I only had to pay the taxes and that I would not get a bill till 30 days later. They also said that I would only pay 146.00 a month and that wasn't the case. Since I was still in the buyer's remorse period I decided to cancel. They told me that as soon as the phones shipped they would start the credit for the taxes and they haven't. Pleas help me resolve don't know what to do. Thanks

  Business response

  03/14/2022

  Business Response /* (1000, 10, 2022/02/18) */ 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.

*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. ↩