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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:
$463,676.00

Total Amount Settled:
$554.00

Complaint Experience

13%

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

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

Complaints	Type of response
2	Making a full refund, as the consumer requested
0	Making a partial refund
68	Agreed to make an adjustment
146	Refusing to make an adjustment
117	Refuse to adjust, relying on terms of agreement
12	Unanswered

355 complaints against AT&T Mobility

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6/2/2024

RESPONSE: Refusing to make an adjustment Amount in Dispute: $847.00 Amount Settled: $0.00

Customer Complaint

5/20/2024

Installment credit went missing and never were credited back. Resolution Sought My credits credited back to my account

Company Response

5/21/2024

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 AT&T Services, Inc.

6/2/2024

RESPONSE: Refusing to make an adjustment Amount in Dispute: $917.00 Amount Settled: $0.00

Customer Complaint

5/20/2024

I am currently going thru a divorce. I was traveling with my children to Miami, FL from Kemtucky for a tournament for my son. The first day there, my soon to be ex-husband had our phones shut off. I had to go to AT&T in Miami to set up new phones. I was told that I had to pay a deposit on 3 of the phones. I was told that the amount would show as a credit on my account, and that I would not have a bill for probably 3 to 4 months, depending on charges for taxes, etc. Within 3 weeks, I received a bill for $388 that was automatically deducted from my account. I called, they reversed the payment. I have called numerous times regarding this and and was told they could not see where I paid the roughly 917. Asked to call store. I did. I was then informed that the credit was applied to the devices, not to my account. They apologized for the misinformation. That's a BIG mistake on their part. The kid was in a hurry to get to his 2nd job. He then insulted me for having to pay a deposit and that he didn't even want to deal with it. Stating anyone that has to pay a deposit is looked down on because it shows difficulty. First, I graduated from nursing school, top of class. I was in a situation where we had toxic mold growing behind walls in kids bedroom from a water leak, making everyone very sick. I had no choice but to care for my kids. I have to rebuild my credit from the bottom. Had I known I would still have a bill monthly, I would've gotten prepaid. They should honor what I was told. Resolution Sought I feel they should honor what I was told. I am not an employee for AT&T. That's a big mistake they made. I feel the money I PAID, should be placed as I was told. An I'm sorry, doesn't fix it. They were paid the money and made the mistake of distributing it differently. I have always been nice and respectful when calling. I am trying to rebuild credit and survive with 3 kids after being financially cut off. I feel AT&T is wrong, and they did too blwhen apologizing, but refuse to do what they said

Company Response

5/21/2024

Customer Rebuttal

5/29/2024

The office of the president contacted me. They provided a fair resolution to the matter. I appreciate their help and yours as well. Thank you!

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