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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:
$460,183.00

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

351 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
69	Agreed to make an adjustment
137	Refusing to make an adjustment
118	Refuse to adjust, relying on terms of agreement
15	Unanswered

351 complaints against AT&T Mobility

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5/14/2024

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

Customer Complaint

5/1/2024

I called into AT&T about a year in a half ago in regards to a line that I was being charged for that was not able to be activated on an Apple Watch. I was credited back my money that was paid and was advised that I shouldn't have anymore issues with being charged. Here we are and I am still being charged for it and when I contacted them about it they advised that they could not credit me my money back for all the moths that I was charge they could only give me a credit for 6 months. The agent as well as the supervisor could see on the account that the line has never been used as well as activated. Resolution Sought Refund me all the money that I was charged for a line that had never been active.

Company Response

5/2/2024

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

5/12/2024

RESPONSE: Refusing to make an adjustment Amount in Dispute: $1,410.78 Amount Settled: $0.00

Customer Complaint

4/26/2024

My final bill is incorrect. I returned the new phone due to malfunction of the screen. In return AT&T sent me a refurbished phone and I return the new phone. I shouldn't be charged a remaining of new phone balance. Also, I willingness to return the refurbished phone as well. Resolution Sought Cancel the final bill.

Company Response

4/29/2024

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