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AT&T, Inc. complaints

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2121 E 63rd Street Building C Room C4146
Kansas City, MO 64130 | Get Directions

(800) 288-2020

http://www.att.com

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Total Amount in Dispute:
$667,154.00

Total Amount Settled:
$0.00

Complaint Experience

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

500 complaints against AT&T, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
1	Making a partial refund
129	Agreed to make an adjustment
177	Refusing to make an adjustment
144	Refuse to adjust, relying on terms of agreement
35	Unanswered

500 complaints against AT&T, Inc.

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5/2/2024

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

Customer Complaint

4/17/2024

AT&T refuses to cancel my plan. I have lost my phone & pin for my AT&T account. I have tried calling, they said go to the store. I've gone to the store and they said to call. Resolution Sought Get phone plan cancelled.

Company Response

4/19/2024

Business Consumer Alliance, We are in receipt of your letter in regards to 99021043. 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.

5/2/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

4/17/2024

AT&T fiber installation technicians went in my back yard, cut branches off trees, left them hanging on the fence and all over my yard. My fence is smashed. My dogs can go straight over the fence due to all the limbs and branches smashing it. I have large, heavy, freshly cut branches just hanging on the trees beside them waiting to fall on someone or destroy more fence. I have them on video going into my detached garage and then left my door open. Why would they go in there? Who's going to do something about these tree limbs? Who's going to fix my fence? Who's going to help me get my dogs back in my fence? What happens when my dogs eat someone or my house gets broken into bc anyone can step over my fence? I'm not even an AT&T Fiber customer nor will I ever be. Resolution Sought Come get these unsafe tree branches off my fence, off the trees they're hanging on waiting to fall. Fix my fence. Instruct the lazy, inconsiderate, brainless installation techs to find the first bridge they can and drive straight off of it.

Company Response

4/19/2024

Business Consumer Alliance, We are in receipt of your letter in regards to 99021028. 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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