{"id":"att","page":"https://escalate.alexgaoth.com/#/c/att","html":"https://escalate.alexgaoth.com/c/att/","generated":"2026-10-15","company":{"id":"att","name":"AT&T","aliases":["at&t wireless","at&t mobility","att wireless","at&t fiber","at&t internet","at&t prepaid"],"sector":"wireless","also_sectors":["internet_tv"],"website":"https://www.att.com","regulators":["fcc"],"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"home-services-phone","type":"phone","label":"Internet, TV or landline customer care (AT&T Fiber and AT&T Internet)","value":"+1-800-288-2020","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage"],"source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"},{"id":"number-transfer-pin","type":"portal","label":"Number Transfer PIN instructions (online account Settings, AT&T app, or dial *PORT)","value":"https://www.att.com/support/article/wireless/KM1447526/","purposes":["cancel_service"],"access":"login","notes":"Only users with primary online access can request the PIN. Dialing *PORT needs the account passcode.","source":"https://www.att.com/support/article/wireless/KM1447526/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail the signed PDF form)","value":"AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"wireless-phone"},{"rung":"retention","channel":"wireless-phone","note":"Ask for a loyalty expert."},{"rung":"written_complaint","channel":"notice-of-dispute-online","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"playbooks":[{"issue":"billing_error","summary":"Raise the charge with customer care, then file a Notice of Dispute within 180 days of the bill date.","evidence":["the bill with the charge","account number","what you expected to pay and why","chat transcript or rep name"],"steps":[{"do":"Call wireless customer care or use chat. Ask for the charge to be corrected and get a reference number.","channel":"wireless-phone"},{"do":"If customer care does not fix it, submit a Notice of Dispute online (or mail the signed form). Do this within 180 days of the bill date.","channel":"notice-of-dispute-online"},{"do":"If AT&T does not resolve it within 60 days of the complete Notice, file an FCC complaint, or go to small claims court or JAMS arbitration.","regulator":"fcc"}],"facts":[{"kind":"deadline","claim":"Under the Consumer Service Agreement, for a billing dispute you have 180 days from the date of the bill either to notify customer service or submit a Notice of Dispute; otherwise you waive the right to dispute that bill. This does not apply in states that prohibit the provision.","issues":["billing_error"],"source":"https://www.att.com/legal/terms.consumerServiceAgreement.html","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"Use \"See what changed\" in the billing center, then ask customer care or the loyalty team about the changed lines.","evidence":["last bill before the increase","first bill after the increase","promotion terms"],"steps":[{"do":"Sign in to the billing center and select \"See what changed\". The option appears only when the bill changed by $5 or more."},{"do":"Check whether a promotion ended. When a promo period ends, its credits stop and the total goes up by that amount."},{"do":"If a charge is wrong, handle it as a billing error. If it is allowed, ask the loyalty team for a lower price.","channel":"wireless-phone"}],"facts":[{"kind":"policy","claim":"AT&T says that at the end of a promo period, any credits from that promo stop.","issues":["bill_increase"],"source":"https://att.com/support/article/wireless/KM1051879/Support","last_verified":"2026-10-12"}]},{"issue":"price_negotiation","summary":"Call 800.331.0500 and ask for a loyalty expert.","evidence":["current bill","current AT&T offers","competitor offers"],"steps":[{"do":"Call wireless customer care and ask to talk to a loyalty expert. Give a specific target price and a competitor offer.","channel":"wireless-phone"},{"do":"Get the new price, its end date and any conditions in writing (chat transcript or order confirmation)."}]},{"issue":"cancel_service","summary":"Cancel by chat or phone. To switch carriers, get a Number Transfer PIN and let the new carrier move the number before you cancel.","evidence":["account number","cancellation confirmation","final bill"],"steps":[{"do":"To keep the number, request a Number Transfer PIN (online account Settings, AT&T app, or dial *PORT) and give it to the new carrier. Do not disconnect AT&T service first.","channel":"number-transfer-pin"},{"do":"To cancel without porting, choose Chat when available or call 800.331.0500. Illinois, Massachusetts and New York accounts that ordered service online may be able to cancel online.","channel":"wireless-phone"},{"do":"Check the final bill. Any unpaid installment balance is due when the line is cancelled."},{"do":"Dispute charges after the cancellation date with a Notice of Dispute, then the FCC.","channel":"notice-of-dispute-online"}],"facts":[{"kind":"limit","claim":"The Number Transfer PIN expires 4 days after you request it (14 days for business accounts). Only users with primary online access can request it, and Wireless Account Lock blocks a transfer.","issues":["cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1447526/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you cancel during a bill period, you are responsible for the entire period. The remaining unpaid installment balance is due immediately when you cancel the line linked to the plan.","issues":["cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1008472/","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return a new device within 14 days. Send back an old device you owe AT&T within 30 days.","evidence":["order number","receipt","return tracking number","device IMEI"],"steps":[{"do":"Return or exchange a new wireless device within 14 days from purchase (or from the shipping date). For a mail return, call 800.331.0500 within the window to get a prepaid shipping label by email.","channel":"wireless-phone"},{"do":"When you must send your original device back to AT&T, use the prepaid label in the new device box or print one at att.com/checkmyorder, and ship it within 30 days."},{"do":"If you are charged after a return, send the tracking number and ask for removal. Then use a Notice of Dispute.","channel":"notice-of-dispute-online"}],"facts":[{"kind":"deadline","claim":"Wireless devices bought from att.com, by phone or at an AT&T-branded store can be returned within 14 days from purchase date (or shipping date if shipped), for a full refund less any applicable restocking fees.","issues":["equipment_return"],"source":"https://att.com/shop/wireless/returnpolicy.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returns to an AT&T-branded store may have a restocking fee of up to $55. Apple devices returned in unopened packaging have no restocking fee. Online orders returned within the 14-day policy have no restocking fee.","issues":["equipment_return"],"source":"https://att.com/shop/wireless/returnpolicy.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"AT&T says to send the original device back within 30 days; if you do not, you are charged the remaining balance on the device's installment plan.","issues":["equipment_return"],"source":"https://www.att.com/support/article/wireless/KM1436349/","last_verified":"2026-10-12"}]},{"issue":"service_outage","summary":"AT&T Guarantee gives an automatic one-day credit for a qualifying network interruption. Ask customer care if it does not appear.","evidence":["outage date","start and end time","location","account number"],"steps":[{"do":"Check the bill for the automatic AT&T Guarantee credit after a qualifying outage."},{"do":"If no credit appears, call customer care, describe the outage and ask for the credit.","channel":"wireless-phone"},{"do":"If refused, file a Notice of Dispute, then an FCC complaint.","channel":"notice-of-dispute-online"}],"facts":[{"kind":"compensation","claim":"AT&T says that if there is ever a qualifying network interruption, you are automatically credited for a full day of service (AT&T Guarantee). Qualification rules are in the AT&T Guarantee terms.","issues":["service_outage"],"source":"https://www.att.com/why-att/","last_verified":"2026-10-12"}]}],"facts":[{"kind":"process","claim":"To start a dispute under the AT&T Consumer Service Agreement, send a Notice of Dispute online at att.com/noticeofdispute or by mail to AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","issues":["billing_error","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If AT&T cannot resolve the dispute 60 days after receiving your completed Notice of Dispute, you can file in small claims court or start an arbitration with JAMS.","issues":["billing_error","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Consumer postpaid wireless late payment fee is up to $7 per bill cycle; device installment charges are not subject to it. The restoral fee after a suspension is up to $35.","issues":["billing_error","bill_increase"],"source":"https://www.att.com/legal/terms.otherWirelessFeeSchedule.html","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"AT&T's cancellation page invites customers to talk to a loyalty expert at 800.331.0500 before cancelling. Use it for price negotiation.","issues":["price_negotiation","cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1008472/","last_verified":"2026-10-12"}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"official_domains":["att.com","att.net","att-mail.com"],"security":{"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]}},"playbooks":{"billing_error":{"company":{"id":"att","name":"AT&T","sector":"wireless","website":"https://www.att.com","account_url":null},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Raise the charge with customer care, then file a Notice of Dispute within 180 days of the bill date.","evidence":["the bill with the charge","account number","what you expected to pay and why","chat transcript or rep name"],"steps":[{"do":"Call wireless customer care or use chat. Ask for the charge to be corrected and get a reference number.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"do":"If customer care does not fix it, submit a Notice of Dispute online (or mail the signed form). Do this within 180 days of the bill date.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"do":"If AT&T does not resolve it within 60 days of the complete Notice, file an FCC complaint, or go to small claims court or JAMS arbitration.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"home-services-phone","type":"phone","label":"Internet, TV or landline customer care (AT&T Fiber and AT&T Internet)","value":"+1-800-288-2020","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage"],"source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail the signed PDF form)","value":"AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Under the Consumer Service Agreement, for a billing dispute you have 180 days from the date of the bill either to notify customer service or submit a Notice of Dispute; otherwise you waive the right to dispute that bill. This does not apply in states that prohibit the provision.","issues":["billing_error"],"source":"https://www.att.com/legal/terms.consumerServiceAgreement.html","last_verified":"2026-10-12"},{"kind":"process","claim":"To start a dispute under the AT&T Consumer Service Agreement, send a Notice of Dispute online at att.com/noticeofdispute or by mail to AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","issues":["billing_error","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If AT&T cannot resolve the dispute 60 days after receiving your completed Notice of Dispute, you can file in small claims court or start an arbitration with JAMS.","issues":["billing_error","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"kind":"fee","claim":"Consumer postpaid wireless late payment fee is up to $7 per bill cycle; device installment charges are not subject to it. The restoral fee after a suspension is up to $35.","issues":["billing_error","bill_increase"],"source":"https://www.att.com/legal/terms.otherWirelessFeeSchedule.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Ask for a loyalty expert.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"security":{"official_domains":["att.com","att.net","att-mail.com"],"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","warnings":[]},"bill_increase":{"company":{"id":"att","name":"AT&T","sector":"wireless","website":"https://www.att.com","account_url":null},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"Use \"See what changed\" in the billing center, then ask customer care or the loyalty team about the changed lines.","evidence":["last bill before the increase","first bill after the increase","promotion terms"],"steps":[{"do":"Sign in to the billing center and select \"See what changed\". The option appears only when the bill changed by $5 or more."},{"do":"Check whether a promotion ended. When a promo period ends, its credits stop and the total goes up by that amount."},{"do":"If a charge is wrong, handle it as a billing error. If it is allowed, ask the loyalty team for a lower price.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"home-services-phone","type":"phone","label":"Internet, TV or landline customer care (AT&T Fiber and AT&T Internet)","value":"+1-800-288-2020","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage"],"source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail the signed PDF form)","value":"AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"AT&T says that at the end of a promo period, any credits from that promo stop.","issues":["bill_increase"],"source":"https://att.com/support/article/wireless/KM1051879/Support","last_verified":"2026-10-12"},{"kind":"fee","claim":"Consumer postpaid wireless late payment fee is up to $7 per bill cycle; device installment charges are not subject to it. The restoral fee after a suspension is up to $35.","issues":["billing_error","bill_increase"],"source":"https://www.att.com/legal/terms.otherWirelessFeeSchedule.html","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Ask for a loyalty expert.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"security":{"official_domains":["att.com","att.net","att-mail.com"],"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","warnings":[]},"price_negotiation":{"company":{"id":"att","name":"AT&T","sector":"wireless","website":"https://www.att.com","account_url":null},"issue":{"id":"price_negotiation","name":"Lower a recurring bill"},"playbook_source":"company","summary":"Call 800.331.0500 and ask for a loyalty expert.","evidence":["current bill","current AT&T offers","competitor offers"],"steps":[{"do":"Call wireless customer care and ask to talk to a loyalty expert. Give a specific target price and a competitor offer.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"do":"Get the new price, its end date and any conditions in writing (chat transcript or order confirmation)."}],"channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"}],"facts":[],"rules":{"in_force":[{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"AT&T's cancellation page invites customers to talk to a loyalty expert at 800.331.0500 before cancelling. Use it for price negotiation.","issues":["price_negotiation","cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1008472/","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Ask for a loyalty expert.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"security":{"official_domains":["att.com","att.net","att-mail.com"],"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","warnings":[]},"cancel_service":{"company":{"id":"att","name":"AT&T","sector":"wireless","website":"https://www.att.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel by chat or phone. To switch carriers, get a Number Transfer PIN and let the new carrier move the number before you cancel.","evidence":["account number","cancellation confirmation","final bill"],"steps":[{"do":"To keep the number, request a Number Transfer PIN (online account Settings, AT&T app, or dial *PORT) and give it to the new carrier. Do not disconnect AT&T service first.","channel":{"id":"number-transfer-pin","type":"portal","label":"Number Transfer PIN instructions (online account Settings, AT&T app, or dial *PORT)","value":"https://www.att.com/support/article/wireless/KM1447526/","purposes":["cancel_service"],"access":"login","notes":"Only users with primary online access can request the PIN. Dialing *PORT needs the account passcode.","source":"https://www.att.com/support/article/wireless/KM1447526/","last_verified":"2026-10-12"}},{"do":"To cancel without porting, choose Chat when available or call 800.331.0500. Illinois, Massachusetts and New York accounts that ordered service online may be able to cancel online.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"do":"Check the final bill. Any unpaid installment balance is due when the line is cancelled."},{"do":"Dispute charges after the cancellation date with a Notice of Dispute, then the FCC.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"home-services-phone","type":"phone","label":"Internet, TV or landline customer care (AT&T Fiber and AT&T Internet)","value":"+1-800-288-2020","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage"],"source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"},{"id":"number-transfer-pin","type":"portal","label":"Number Transfer PIN instructions (online account Settings, AT&T app, or dial *PORT)","value":"https://www.att.com/support/article/wireless/KM1447526/","purposes":["cancel_service"],"access":"login","notes":"Only users with primary online access can request the PIN. Dialing *PORT needs the account passcode.","source":"https://www.att.com/support/article/wireless/KM1447526/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail the signed PDF form)","value":"AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"The Number Transfer PIN expires 4 days after you request it (14 days for business accounts). Only users with primary online access can request it, and Wireless Account Lock blocks a transfer.","issues":["cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1447526/","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you cancel during a bill period, you are responsible for the entire period. The remaining unpaid installment balance is due immediately when you cancel the line linked to the plan.","issues":["cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1008472/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[{"kind":"official","text":"AT&T's cancellation page invites customers to talk to a loyalty expert at 800.331.0500 before cancelling. Use it for price negotiation.","issues":["price_negotiation","cancel_service"],"source":"https://www.att.com/support/article/wireless/KM1008472/","last_verified":"2026-10-12"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Ask for a loyalty expert.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"security":{"official_domains":["att.com","att.net","att-mail.com"],"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","warnings":[]},"equipment_return":{"company":{"id":"att","name":"AT&T","sector":"wireless","website":"https://www.att.com","account_url":null},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return a new device within 14 days. Send back an old device you owe AT&T within 30 days.","evidence":["order number","receipt","return tracking number","device IMEI"],"steps":[{"do":"Return or exchange a new wireless device within 14 days from purchase (or from the shipping date). For a mail return, call 800.331.0500 within the window to get a prepaid shipping label by email.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"do":"When you must send your original device back to AT&T, use the prepaid label in the new device box or print one at att.com/checkmyorder, and ship it within 30 days."},{"do":"If you are charged after a return, send the tracking number and ask for removal. Then use a Notice of Dispute.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"home-services-phone","type":"phone","label":"Internet, TV or landline customer care (AT&T Fiber and AT&T Internet)","value":"+1-800-288-2020","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage"],"source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail the signed PDF form)","value":"AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Wireless devices bought from att.com, by phone or at an AT&T-branded store can be returned within 14 days from purchase date (or shipping date if shipped), for a full refund less any applicable restocking fees.","issues":["equipment_return"],"source":"https://att.com/shop/wireless/returnpolicy.html","last_verified":"2026-10-12"},{"kind":"fee","claim":"Returns to an AT&T-branded store may have a restocking fee of up to $55. Apple devices returned in unopened packaging have no restocking fee. Online orders returned within the 14-day policy have no restocking fee.","issues":["equipment_return"],"source":"https://att.com/shop/wireless/returnpolicy.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"AT&T says to send the original device back within 30 days; if you do not, you are charged the remaining balance on the device's installment plan.","issues":["equipment_return"],"source":"https://www.att.com/support/article/wireless/KM1436349/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Ask for a loyalty expert.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"security":{"official_domains":["att.com","att.net","att-mail.com"],"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","warnings":[]},"service_outage":{"company":{"id":"att","name":"AT&T","sector":"wireless","website":"https://www.att.com","account_url":null},"issue":{"id":"service_outage","name":"Outage credit"},"playbook_source":"company","summary":"AT&T Guarantee gives an automatic one-day credit for a qualifying network interruption. Ask customer care if it does not appear.","evidence":["outage date","start and end time","location","account number"],"steps":[{"do":"Check the bill for the automatic AT&T Guarantee credit after a qualifying outage."},{"do":"If no credit appears, call customer care, describe the outage and ask for the credit.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"do":"If refused, file a Notice of Dispute, then an FCC complaint.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}}],"channels":[{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"short-code-611","type":"phone","label":"Customer care short code from any AT&T phone (wireless and prepaid)","value":"611","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"prepaid-phone","type":"phone","label":"AT&T Prepaid customer care","value":"+1-800-901-9878","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"home-services-phone","type":"phone","label":"Internet, TV or landline customer care (AT&T Fiber and AT&T Internet)","value":"+1-800-288-2020","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage"],"source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"Support contact hub (chat options and numbers by service)","value":"https://www.att.com/support/contact-us/","notes":"Select a service to see chat options and numbers. AT&T's cancellation article says to choose Chat when available.","source":"https://www.att.com/support/contact-us/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"},{"id":"notice-of-dispute-mail","type":"mail","label":"Notice of Dispute (mail the signed PDF form)","value":"AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}],"facts":[{"kind":"compensation","claim":"AT&T says that if there is ever a qualifying network interruption, you are automatically credited for a full day of service (AT&T Guarantee). Qualification rules are in the AT&T Guarantee terms.","issues":["service_outage"],"source":"https://www.att.com/why-att/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Ask for a loyalty expert.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"known_blockers":["Number Transfer PIN can be requested only by users with primary online access, or by dialing *PORT with the account passcode.","Billing center tools (\"See what changed\") need sign-in.","A Customer Privacy Waiver (Account Authorization form) is required before AT&T discusses a dispute with anyone other than the account holder, including an agent or attorney."],"security":{"official_domains":["att.com","att.net","att-mail.com"],"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"AT&T wireless (postpaid and AT&T Prepaid), AT&T Fiber and AT&T Internet. Disputes for consumer services fall under the AT&T Consumer Service Agreement (Notice of Dispute, then small claims or JAMS arbitration). Cricket Wireless is a separate AT&T prepaid brand with its own entry.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"Ask for a loyalty expert.","channel":{"id":"wireless-phone","type":"phone","label":"AT&T Mobility (wireless) customer care","value":"+1-800-331-0500","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","equipment_return","service_outage"],"notes":"Same line reaches the loyalty team (\"Talk to one of our loyalty experts by calling 800.331.0500\"). Also used to start a return by mail.","source":"https://www.att.com/noticeofdispute","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"Formal written dispute under the Consumer Service Agreement. AT&T has 60 days to resolve it.","channel":{"id":"notice-of-dispute-online","type":"web_form","label":"Notice of Dispute (online)","value":"https://www.att.com/noticeofdispute","purposes":["billing_error","bill_increase","cancel_service","equipment_return","service_outage","poor_service"],"access":"open","notes":"The \"Submit Notice of Dispute\" button opens a form at attlit123.my.site.com. Save the Case Reference Number.","source":"https://www.att.com/support/article/wireless/KM1041882/","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"60 days after AT&T receives a complete Notice of Dispute: small claims court or JAMS arbitration."}],"security":{"official_domains":["att.com","att.net","att-mail.com"],"never_asks":[{"kind":"policy","claim":"AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says it won't ask you to read back a passcode or PIN used to sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"AT&T says all AT&T emails are sent from att-mail.com; an email that does not come from that address was not sent by AT&T.","source":"https://www.att.com/support/article/my-account/KM1010136/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"A scammer pretends to be from AT&T's fraud or support department, calls or texts you, and asks for your account PIN or a one-time code so they can sign in as you.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"SIM swap or eSIM takeover: someone gets a new SIM or eSIM and tries to move your phone number to their device.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"A caller pretending to be AT&T offers a discount or threatens to shut off service unless you pay with gift cards, prepaid cards, crypto or a money transfer.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Delivery-order scam: a caller pretending to be AT&T says you must return your device because of a defect, recall or security alert, then asks you to click a link, share information or ship the phone.","source":"https://www.att.com/support/article/my-account/KM1159567/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-spam-text","type":"sms","label":"Forward suspicious texts to 7726 (SPAM)","value":"7726","notes":"Text messages forwarded to 7726 are free for AT&T customers.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"},{"id":"report-phishing-email","type":"email","label":"AT&T Internet Security (report emails that claim to be from AT&T)","value":"abuse@att.net","notes":"Also used for a scam text when you cannot see the sender's number: email the entire message.","source":"https://www.att.com/support/article/my-account/KM1212535/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.98,"sources":{"primary":49,"other":1},"verified_from":{"page":29},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 50 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"AT&T — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/att.md","markdown":"## In short\n\nCall 800-331-0500 (the same line reaches the loyalty team) or use chat. If AT&T does not fix a problem, file the online Notice of Dispute: AT&T then has 60 days before you can go to small claims court or JAMS arbitration. You have 180 days from the bill date to dispute a charge. AT&T says it will not contact you to ask for a PIN, a code or gift-card payment.\n\n## How complaints actually go\n\n- Wireless customer care is 800-331-0500 (or 611 from an AT&T phone); AT&T Fiber and Internet care is 800-288-2020. [AT&T Notice of Dispute page](https://www.att.com/noticeofdispute)\n- The support contact hub lists chat options and numbers by service; AT&T's cancellation article says to choose chat when it is available. [AT&T contact us](https://www.att.com/support/contact-us/) [AT&T cancel article](https://www.att.com/support/article/wireless/KM1008472/)\n- The formal written route is a Notice of Dispute, online at att.com/noticeofdispute or by mail to AT&T Legal Department - Notice of Dispute, 208 S. Akard, Office #2900.13, Dallas, Texas 75202. [AT&T dispute article](https://www.att.com/support/article/wireless/KM1041882/)\n- If AT&T cannot resolve the dispute within 60 days after receiving the completed notice, you can file in small claims court or start a JAMS arbitration. [AT&T dispute article](https://www.att.com/support/article/wireless/KM1041882/)\n- For a billing dispute you have 180 days from the bill date to notify customer service or send a Notice of Dispute, unless your state prohibits that limit. [AT&T Consumer Service Agreement](https://www.att.com/legal/terms.consumerServiceAgreement.html)\n\n## What tends to work\n\n- Before cancelling, AT&T invites you to talk to a loyalty expert at 800.331.0500; use that call to ask for a lower price. [AT&T cancel article](https://www.att.com/support/article/wireless/KM1008472/)\n- When a bill jumps, check whether a promotion ended; AT&T says promo credits stop when the promo period ends. [AT&T promo article](https://att.com/support/article/wireless/KM1051879/Support)\n- After a network outage, check the bill for the AT&T Guarantee credit; AT&T says a qualifying interruption gets an automatic credit for a full day of service. [AT&T](https://www.att.com/why-att/)\n- To switch carriers, get a Number Transfer PIN (online account, AT&T app or *PORT) and let the new carrier move the number before you cancel. The PIN expires 4 days after you request it, and Wireless Account Lock blocks a transfer. [AT&T number transfer article](https://www.att.com/support/article/wireless/KM1447526/)\n\n## Traps and fine print\n\n- If you cancel during a bill period you pay for the whole period, and the remaining installment balance is due immediately. [AT&T cancel article](https://www.att.com/support/article/wireless/KM1008472/)\n- Wireless devices can be returned within 14 days; store returns can carry a restocking fee of up to $55 (none for unopened Apple devices or online orders returned within 14 days). [AT&T return policy](https://att.com/shop/wireless/returnpolicy.html)\n- After an upgrade or trade-in, send the original device back within 30 days, or AT&T charges the remaining installment balance. [AT&T article](https://www.att.com/support/article/wireless/KM1436349/)\n- Late payment fee on consumer postpaid wireless is up to $7 per bill cycle; restoral after suspension is up to $35. [AT&T fee schedule](https://www.att.com/legal/terms.otherWirelessFeeSchedule.html)\n- Only users with primary online access can request a Number Transfer PIN. [AT&T number transfer article](https://www.att.com/support/article/wireless/KM1447526/)\n\n## By the numbers\n\n- ACSI 2026 (surveys April 2025 to March 2026): AT&T wireless 76 (74 in 2025); AT&T Fiber 79, the top fiber provider for the fourth year in a row; AT&T Internet (non-fiber) 71; Cricket Wireless 76. [ACSI study](https://theacsi.com/wp-content/uploads/2026/05/26may_Telecom-Cell-Smartwatch-Study.pdf)\n- On September 17, 2024 AT&T agreed to a $13 million FCC settlement over a January 2023 breach of AT&T customer information at a vendor's cloud environment. [FCC news release](https://docs.fcc.gov/public/attachments/DOC-405545A1.pdf)\n\n## Scams that target customers\n\n- AT&T says it won't contact you and ask for a PIN or code, ask you to ship your phone to an unknown address, or ask for a prepaid or gift card for payment, and won't ask you to read back a passcode used to sign in. [AT&T: protect your account from fraud](https://www.att.com/support/article/my-account/KM1159567/)\n- Common scams AT&T lists: a fake fraud or support agent asks for a one-time PIN; SIM swap or eSIM takeover; a discount or shutoff threat demanding gift cards; a \"return your device\" call about a defect or recall. [AT&T: protect your account from fraud](https://www.att.com/support/article/my-account/KM1159567/)\n- AT&T says all AT&T emails are sent from att-mail.com. [AT&T: phishing and fake websites](https://www.att.com/support/article/my-account/KM1010136/)\n- Forward scam texts to 7726 (free for AT&T customers) and suspicious emails to abuse@att.net. [AT&T: report fraud](https://www.att.com/support/article/my-account/KM1212535/)\n"},"guide":{"key":"wireless","title":"Wireless carriers — how complaints work","last_verified":"2026-10-12","file":"guides/wireless.md","page":"https://escalate.alexgaoth.com/#/guides/wireless"}}