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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:
$209,579.00

Total Amount Settled:
$0.00

Complaint Experience

20%

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

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

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
49	Agreed to make an adjustment
138	Refusing to make an adjustment
105	Refuse to adjust, relying on terms of agreement
14	Unanswered

308 complaints against AT&T, Inc.

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12/7/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $500.00 Amount Settled: $0.00

Customer Complaint

11/20/2025

I went to ask them to cancel my 2 phone lines because of my limited income but a sales representative told me that if I added another line that I would save money. So I agreed and soon thereafter I got a bill that was way more expensive that what I was initially paying. So I went back to the store and told them I wanted to cancel my lines and return the phone that they sent me since I was lied to but I could not remember my security passcode. I called the 800 number multiple times trying to get my password reset, without any success and I went to the store multiple times begging them to help me so that I would not be charged. Finally I told my loved ones how I felt like I was being taken advantage of because I'm elderly and battling cancer so my loved one went with me and surprisingly they were able to reset my passcode… but now it's past the deadline to return the phone without being charged full price. Now I'm faced with a phone bill with my new provider in addition to the charges that I accrued during the process of trying to return the phone and cancel my lines and also the full cost of the phone. I feel like elder abuse is taking place because like I said.. when someone young accompanied me to the store they were able to help me, but could not help me for over a month after many phone calls and trips to the store. I just want to return the phone (that I never used) and not have to pay for it. Resolution Sought I would like them to allow me to return the phone that has never been used and not charge me for the phone which they say is $500… actuall they said it will be more than $500 if I return the phone (unsure of total cost) but $500 if I keep the phone

Company Response

11/24/2025

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

11/19/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $107.00 Amount Settled: $0.00

Customer Complaint

11/4/2025

They charge charges to my card that was not supposed to be charged to because there was never no account to start with. AT&T is the worst company I've ever dealt with Resolution Sought Give me my refund back

Company Response

11/6/2025

Business Consumer Alliance, We are in receipt of your letter in regards to 99040113. 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

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