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AT&T Mobility complaints

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1025 Lenox Park Blvd.
Atlanta, GA 30319 | Get Directions

(800) 331-0500

http://www.attwireless.com

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Total Amount in Dispute:
$234,970.00

Total Amount Settled:
$0.00

Complaint Experience

22%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

178 complaints against AT&T Mobility closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
13	Agreed to make an adjustment
98	Refusing to make an adjustment
62	Refuse to adjust, relying on terms of agreement
5	Unanswered

178 complaints against AT&T Mobility

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10/12/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,400.00 Amount Settled: $0.00

Customer Complaint

9/16/2026

I am filing this complaint because AT&T has failed to honor a representation that was made to me when I purchased AT&T service. When I purchased my AT&T service at the BJ's Warehouse location, the AT&T representative specifically told me that AT&T would pay off my existing bill with Spectrum for $1400. This representation was a major factor in my decision to leave Spectrum and enter into an agreement with AT&T. I relied on what the AT&T representative told me. I was not told that I had to personally submit my Spectrum bill or other documentation within a specific timeframe in order to receive the payoff. I was also not informed that AT&T had not received my bill or that I was approaching a deadline that could cause me to lose the promised payoff. I completed my agreement with AT&T based on the understanding that my Spectrum bill would be paid off by AT&T. Had the representative explained that I was required to submit documentation myself within a limited timeframe, I would have done if this isn't honored I want to cancel my services and be refunded for everything that I have submitted to AT&T. Account number: 545206594 Resolution Sought Honor the agreement under account number: 545206594

Company Response

9/30/2026

AT&T most recently contacted Ms. Slaughter on 09/28/2026. AT&T sent an email and engaged the appropriate department to process the missing rewards. AT&T is awaiting confirmation from Ms. Slaughter that the requested rewards are correct and that no other concerns remain. AT&T is continuing to address Ms. Slaughter's concerns and will provide a response no later than 11/10/2026. Please refer any additional questions or requests specific to this case to Berenice Mata at [email protected] or (858) 522-8737. AT&T Office of the President

9/15/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: Amount Settled: $0.00

Customer Complaint

8/17/2026

I switched services to AT&T, traded in my old devices for new ones, they told me the new phones were free with the trade in, with the promise of better reliable service and to have coverage in Mexico, I only have service in my home, no service in Mexico or when I go to other cities for work. They charged me double what I was told on my bill, and told me that I would have to pay $3000 or more to cancel my contract for the phones and that I could not get my old phones back. They did not disclose that I had to stay with AT&T to get the phones for free. Everyone that I speak with tells me something different. I was told I would recieve a 3 cards to pay for my old phones, I only recieved 1 card, I told them i would give them the gift card back, just to cancel the contract and give my old phones back Resolution Sought To return the phones and cancel the contracts- get my old phones or similar back

Company Response

9/3/2026

Business Consumer Alliance, We are in receipt of your letter in regard to 99044568. Please be assured that we will investigate the concerns thoroughly and that we will take all the appropriate steps in an attempt to achieve an amicable resolution. An AT&T Office of the President Specialist will soon be contacting the customer and will work diligently to address their concerns. For privacy reasons, we will be unable to provide you with details of any resolution. Should you require this information, please contact the customer directly. Thank you for bringing this matter to our attention. Sincerely, Office of the President Customer Care AT&T Services, Inc.

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