ComplaintsforAT&T Retail Center

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I upgraded my son's phone in March 2022 in the AT&T store (2740 E Harmony Road, Fort Collins, CO 80525), and the rep added Protect Advantage for 4 device insurance (covers 4 devices - I have 6 devices on the account) without my knowledge or consent, at $45/month. I have paperless billing and autopay, and I didn't discover the insurance until last week. I have removed this insurance from my account, and have spent hours on the phone with AT&T to get a refund. After much discussion, their final resolution was to credit me for $45, one month out of the 20 months that I have been billed for this insurance. Their defense was that this charge was shown on the bill and I should have canceled in the first three months if I didn't want it - since I didn't cancel for 20 months, they are unable to refund. This is a dishonest business practice - AT&T doesn't have the right to charge me for whatever they want as long as I don't notice or complain. I have been an AT&T customer for 15 or 20 years and have never had device insurance on my account, until it was added last year without my consent. I expect to be refunded for this fraudulent charge, but more importantly, I would like to see AT&T change their practices so that other people aren't ripped off as well. An explicit opt-in would go a long way toward ensuring that the customer actually wants this 'protection'.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  BBB unable to locate business

  More info

  I paid my AT&T cell phone service bill on June 20th 2023 and cancelled service on July 2nd 2023. I called att about my bill because they wanna charge me for service I no longer had with them. I was expecting the bill to be pro- rated. I was informed only after calling customer service that at does not pro rate the billing. I am not trying to get out of paying what I owe. I only want what’s right

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I needed to TEMPORARILY change my call plan with *** to accommodate a need for more data minutes. When I called I told the representative that I wanted a temp change, but wanted to go back to my existing plan, She checked and stated the plan was still available and that I could go back to it, but now the story has changed!!!! "Oh that plan is no longer available." And of course the only plans that are available are more expensive. I want **** to honor my request to put me back on my original plan and correct additional changes because of their error! The bill should be approximately $90, no more.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  1 they make me to switch to att by promising me my bill is $111.11 because of this to save over time I paid of full price on my promotional device more than $ 1000 and the 1 st moth they charge me $892 and second month 1192 than more than 200 and also they where charging me 27.01 every month the fist and the second month was 30.34 and 34 when I figure it out and ask to remorse they refuse because the I paid them for the device more than $3500. and switched.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  I am filing this complaint because both my mother and I switched from AT&T to ******* on January 6, 2023, cancelling our services with the company. However, each month we have received more bills from AT&T, despite no longer having any business with them. We no longer have the iPhones. We no longer are under a contract with them. Therefore, I am confused and frustrated as to why they continue to send monthly bills for no apparent reason. My account number is ************. My mom's account is unable to be accessed as we no longer have an account with them. The last four number are ****. I understand the final month is not prorated, but by no means do we owe over $500 for services we cancelled. ******* confirmed that we had successfully switched providers, and therefore we do not owe that amount of money. It's impossible to get this issue resolved over the phone because it's difficult to talk to an actual human instead of an automated messaging platform.

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