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New Member

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9 Messages

Tuesday, November 14th, 2023 6:54 PM

How can I file a complaint with AT&T, NOT a dispute a customer service complaint.

Someone please tell me how to get out of the endless "Contact Us" loop and tell me how to file a complaint with AT&T in regards to customer service.  I have spent 13 hours on the phone, been sold a tablet and 2 lines I don't need and now they try to sell me another tablet and install fiber internet.  They can't even resolve the issues I have on my phone line, I don't want any more useless crap they can't help with.  Now they tell me because I didn't have another hour to try and fix the issue that is admittedly on their end, they tell me to call back and I will need to start the entire process again.

Accepted Solution

ACE - Expert

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23.8K Messages

4 months ago

@winklle  What do you mean "come to you" to fix the problem? BBB won't do anything with the complaint other than forward it directly to AT&T Corporate. Do you want someone to come to your house or what? A Senior Manager from the Office of the President will contact you directly once the complaint has been assigned to them. You just need to have documentation to support that AT&T or someone messed up.

ACE - Expert

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23.8K Messages

4 months ago

Get all of your receipts and documentation in order and file a complaint with the BBB. They will forward it to AT&T Corporate and someone will contact. You can discuss the issue directly with them. That's as high up in AT&T that a customer can go. Hopefully they can fix the issue.

New Member

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9 Messages

4 months ago

Ok. I’m sorry but that is ridiculous.  As a business owner I would prefer someone came to me to fix the issue not the BBB.  AT&T is seriously lacking in customer respect and service. 

New Member

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9 Messages

4 months ago

No, I mean before addressing it with an outside agency, present your issue to me.  There isn’t even anywhere on the AT&T site to contact anyone.  

ACE - Master

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10.1K Messages

4 months ago

Here’s the reality.  You can either keep playing around with phones trying to call AT&T, or file a BBB complaint to get it escalated and get a response, probably within 24 hours.  It nice to wish things should be different, but you have to deal with things how they are, not how they should be.

ACE - Expert

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23.8K Messages

4 months ago

@winklle  Other than the possibility of ATTHelp offering to send you a DM for a private conversation (which will probably do nothing) filing the BBB complaint online is the fastest and best way to actually talk to a Senior Manager who has the resources and authority to work on issues like this, provided you have the documentation.

ACE - Expert

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31.8K Messages

4 months ago

@winklle 

For situations that need official help you call AT&T as you have done.

If you are lucky, someone from the official forum help team might respond and offer a Direct Message (DM). However the primary purpose of the forum is customers discussing and trying to help each other out.

That leaves filing a BBB complaint. This gets forwarded to AT&T's corporate level (Office of the President) which usually results in them contacting you within a few business days. Though I would give a little leeway to that per the holiday season.

You've already tried the direct route which hasn't resulted in an acceptable outcome. So that is the BBB comes in when you have to take it higher.

(edited)

ACE - Sage

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116.1K Messages

4 months ago

Just an FYI, we recommend the Better Business Bureau all the time because you get a call from someone from the office of the president. Going through this forum, or calling AT&T means you’re dealing directly with the peons of customer support who can’t do much. And if your complaint is about customer support, certainly calling customer support to complain about customer support is going to be a dead end. 

The information given by @OttoPylot  is how to bypass customer support.  

(edited)

ACE - Sage

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116.1K Messages

4 months ago

By the way,”No”, is a complete sentence. Whenever someone tries to offer you some thing, it’s never going to be free. And you should say no.

Community Support

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229.9K Messages

4 months ago

Hey there @winklle,

We got you, let's get this sorted out as soon as possible.

 

We need some of your account information in order to assist you, so we'll be sending you a DM.

Lookout for a notification towards the top-right corner of your page, next to the bell icon.

 

JamesR, Community Forums Specialist

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