Business Profile
Mobile Phone Service
AT&THeadquarters
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Complaint Details
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Initial Complaint
04/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On or about April 11, 2024 I received an email from AT&T that there had been a security breach possibly as long as 4 years ago, and that they would contact me further if they found my information had been compromised. Well on April 11, they sent a second email stating that I was one of the people. They gave me information to click on links within the email to go to Experian Identity Works and enter the activation code. There was also a phone number provided for those who wished assistance other than online. Well I NEVER click on links within emails. I am a senior citizen and I have been advised by family members who work in computers and in communications that scammers will do that to take you to a compromising website or whatever. I had that happen a couple of years ago and thank heavens I caught it before they got any financial information and my family member was able to fix the damage they had done to my computer. So I printed the email and underlined the links and the phone number. The link to click on for the Identity Works there is not "get started" option and the activation code is invalid. As far as the phone number I looked it up and it warned that the area code and exchange has been used by scammers and to be very wary in calling this number. I also tried to call ********************** which has a completely different telephone number and all I get is some automated recording that will not get you to a live person. I am beyond frustrated with this. I am also filing a complaint with the **** I have been a loyal good paying customer for over 50 years and I get treated like dirt by AT&T. They always send me emails about how they are so concerned for my security etc. Well ,letting this go for 4 years is not real concerned.Customer response
04/18/2024
I am not sure how to let you know that as of today, 4/18/2024, I have been contacted by ************* Representative of AT&T and the matter has been resolved.
thank you for your assistance.
Initial Complaint
04/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am in the process of switching telephone companies and have been trying to get a port number so that I can keep my number. The service is for a cellular landline which does not accept texts which is the normal way you would get a port number. I have been trying for three days to get one on line and over the telephone without success. I have been sent to there fraud department and asked some security questions (which were vague) and the person asking the questions were not proficient in english and I had to have them repeat the questions because I could not understand what there were saying. I have even went to a couple of AT&T stores and was told they could not get me a port number. All I need is for them to allow me to get my transfer port number so that I can keep my same number. I have given them all I have to prove who I am and answered there questions to the best of my ability. Everything else is done just waiting on there transfer port number.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.Initial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Account #************ Phone number ********** When we initially signed up for our AT&T plans and bought our phones, ******* told us we would be getting a 25% discount for me being a nurse. I have provided several AT&T reps with my work info. When I inquired about the discount on several different occasions (in person in the store and on the phone) I was told that the discount would show up eventually and then they told me we were already getting the discount last year when I added my daughter to our plan. This past week my husband went to get a new phone and was told that we have never had that discount on our account. When I spoke with ******* today (****) she was wonderful and told me I should have qualified for the discount but did not see it on the account history at all. She explained I would need to file a dispute to get any compensation for the missed discount amount. I attempted to file a dispute several times on the AT&T website on their dispute form and it timed out when I submitted every time on multiple browsers. I would like a refund of 25% of every bill I have paid since we signed up for AT&T wireless.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.Initial Complaint
04/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I went to the AT&T store located at Town Square Mall on 4/10/24 because I had lost my phone. I needed to get a new phone that same day because I had a very important doctor *********** the next day and as someone who just moved to ******, I am here alone and this is my only way to communicate with my out of town family. There were two employees at the store when I entered. One was an African American woman. I told her that I had lost my phone and needed a new one. I also told her that I had insurance and wanted to know if my insurance covered the lost. She told me that it did. She initially told me that I would have to file a claim but then indicated that if I paid the phone off, I could get a new one. As a result, I paid $668 to pay off the old phone. She then told me that I would have to pay taxes which would be around $70 dollars. As I prepared to pay the taxes she then told me that I would have to sign another contract. This is ridiculous! She totally misled me and I ended up spending $1700+ dollars. When I mentioned to her that she changed her story she became very argumentative. I ended up going to the Apple Store to purchase the phone and then to another AT&T store to have it activated. The people at the other store told me that customers often complain about the experience at the Town Square location. I myself had an unpleasant experience there before. I only went to that location because I work at that mall. Im so disappointed that I lost my phone and that even though I had insurance, I was lied to by the representative at the Town Square location. I am requesting AT&T to reimburse me for the new phone that I purchased due to the employee providing incorrect information to me. I can provide proof of the payments made.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.Customer response
04/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Between January and March 2023 I had a dispute with AT&T. They accused me of not turning in my iPhone for my trade-in. They said that I turned in an android ******* flip phone this was incorrect. I argued with them for two months I had to pay the difference. Which was approximately $300. I just saw on channel 3 news that this has happened to many other people and they are in the process of getting their money back. I called AT&T today and they said they know nothing about it. I need to obtain my refund From AT&T. Please help.Customer response
04/17/2024
Hi, they reached out to me today and credited my account. Thank you.Initial Complaint
04/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My husband and I traded in our old phones for new phones with this company. There was a deal going on at the time that allowed us to get the new phones completely free as long as we traded our old ones, and signed up with them for monthly data. My husband recently realized that they've been charging us for about 2 years for the phones. He was set up on auto pay and didn't realize they were taking more money than agreed upon. We recently went to the store to try to find a resolution, however they were only able to locate one trade in. They did end up crediting us for the one trade in, but they refuse to credit for the other one because they cannot locate it. The total amount that we paid in that time frame was $1,069.12 out of $1,479.98 which is the total cost for both phones. They have recently credited us $800 for the first phone, however we have already paid them $269.12 more than what they've credited us. They also continue to charge us for the remaining amount left on the phones which is $410.86. I feel that this was a filing issue on their end and we should be compensated for all that we've already paid and then credited for the amount they continue to charge us for both new phones. They have told us that there is nothing else they can do, since they cannot locate the other trade in. I don't feel this is fair, since this is a filing issue on their employees, and it's not our fault they lost the necessary paperwork for the other phone.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 have reviewed the business response and accept this resolution.Initial Complaint
04/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
1/20/24 the Office of the President implemented discounts to my account which were effective 2/2024. The discounts were to remain in place for one year. 4/10/24 by **** was emailed significantly higher. I contacted the Representative at the Office of the President via text and voicemail. Spoke to the Representative who assured me the problem would be corrected and she would call me to confirm. She also advised me NOT to pay the bill until the corrections were made. I would like my monthly bill to reflect the agreed upon changes implemented in 1/2024 that started on 2:/2024. I would also like to know why that Representative ghosted me and did not honor her word.Business response
04/18/2024
The AT&T Office of the President contacted *************************** 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 have reviewed the business response and accept this resolution.Customer response
04/18/2024
Changes implemented per the Office of the President ******* *********************** as agreed upon in 2/2024. Satisfactory Resolution. Thank You BBB!Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In September of 2023 i traded in 7 phones for the iphone 15 pro maxes and i sent all of our phones in to the trade in center they recieved all of my phones on October 13 2023 i was told in less than 2 bills my credits would be on my account 2 months later i started calling and trying to see why they werent credited to my account and they escalated it to someone else and gave me a case number. Now i call and call and i keep getting run around and ive been hung up on so many times. Or they say i already have a case number there is nothing else they can do. Meanwhile im having to pay a crazy high phone bill and they have 7 of my phones that they owe me 7000 dollars in credits for and no one will talk to me about it . Its been over 7 months and they still wont do anythingBusiness response
04/17/2024
The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the customer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the customer's concerns. The customer indicated they were satisfied.Customer response
04/17/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
This occurred in feb 2023. At this store I purchased a new iphone. The sales person asked if I wanted insurance or next up service. I declined both. I later found out that he had not removed them and I continued to be charged. I am seeking a refund of $238.00 (insurance) and $84.00 (next up).Customer response
04/17/2024
My daughter purchased a phone that is tied to my account. She declined the insurance that was offered. Infact, she didn't even know she had insurance when she replaced her screen. I trusted ATT and did not notice. This is illegal. I would like to be refunded $432.00.
Refund
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 have reviewed the business response and accept this resolution.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Att is a fraudulent company with deceptive sales practices. They should be investigated for fraud. I was offered a promotional deal; my phone was sent back in the manner in which is was requested; and I was sent an email saying was accepted and that I didnt need to do anything else. Well, I am lucky I called but too bad I didnt call sooner because I missed the 14 day deadline to send the new phone back and undue what I did. The promotion was for $0 phone for a trade in and a new installment plan. I did that, but now I am being told because I had a Next plan that I dont get the $0 amount but a discount which is bogus and not at all what I was told. The customer rep says sorry and that is just what it is I called today on 4/16/24 and my phone was accepted on 4/3/24 and the initial date of the trade was between 3/11/24-3/22/24Business 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 direct 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.
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Customer Complaints Summary
35,347 total complaints in the last 3 years.
3,405 complaints closed in the last 12 months.
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