missing call records

Hello @Iambertmedia, we understand the importance of accessing your call usage.  We're happy to help with information to view your call usage details. 

We update your usage reports as quickly as we can, but sometimes your usage info may be unavailable or delayed. It can take two to five days for usage reports or data used to post in myAT&T, so amounts shown online may not reflect all use since your last bill.

Time stamps for current data or text usage may be off by up to 4 hours in myAT&T. Here are some things to keep in mind:

• We usually update recent data use every three hours.
• You may not be able to see usage since your last bill online if you have a new account or changed your plan in the middle of a bill period.
• Usage info may not be available while we’re processing your bill. Usage generated near the end of a bill period may not show up until the next bill period.
• Additional delays of up to 60 days are possible if the usage takes place outside the U.S.
• For wireless roaming use, which is based on call records from other carriers, delays are normally 2-10 days but could be more than 60 days. Some use may display online but be billed during a later bill period.
• For talk use, you may see airtime for voicemails and other calls that aren't billed. If you use more minutes than are included in your plan, we'll deduct the minutes from your available Rollover Minutes. After that, we’ll apply a per-minute charge.

Keep in mind: The only call logs are sent/received calls. Missed calls do not appear on the logs, only completed ones. Your phone however will show you what calls were missed. Calls made from third party apps will not reflect on your call records, but instead will show up as data used.

Meet us back here if you have any questions, and we'll be happy to help. Thank you for contacting AT&T Community Forums.

Alasani, AT&T Community Specialist 

I have spent nearly three hours talking to three different AT&T representatives in "advanced technical support." The first one told me that, yes, he could see the calls on his AT&T system, but he was not allowed to give me the information. He suggested I wait 6-12 hours for the customer system to update, and the calls should show up. After 48 hours with no change, I called again. The (different) representative said he couldn't find the calls, but he would be glad to give them to me if he could find them. I asked for a supervisor to contact me. The supervisor called and said, yes, he had the calls, but he couldn't give them to me because of AT&T's security policy. Then he said he did not have the calls. I asked him what happened to them. He said he never had them, that he just misunderstood me. This went back and forth. I don't know what the truth is. I just know that AT&T may or may not have details of those calls, and they may or may not give them to me. I told him it was ridiculous that AT&T's security policy forbids AT&T from giving me details about MY calls made and received through a service that I paid for.

Oh, and forget about trying to find someone who can actually help you on AT&T's website. I probably will never get those records, and I am pretty sure AT&T has them. I cannot think of a legitimate reason for them withholding records of my calls. I am hoping someone from AT&T will contact me through this forum.

This seems to be an issue several customers have been having lately. Unless you have an urgent need to have those records immediately, I'd recommend just being patient. If you need them soon, file a BBB complaint to get escalated.

Has there been any resolution from this?