---
company: att
title: AT&T — how complaints actually go
last_verified: 2026-10-12
---

## In short

Call 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.

## How complaints actually go

- 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)
- 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/)
- 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/)
- 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/)
- 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)

## What tends to work

- 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/)
- 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)
- 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/)
- 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/)

## Traps and fine print

- 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/)
- 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)
- 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/)
- 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)
- 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/)

## By the numbers

- 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)
- 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)

## Scams that target customers

- 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/)
- 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/)
- 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/)
- 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/)