AT&T customers who wish to dispute charges or file any other type of complaint need to send the company a written notice of dispute by certified mail. They also have to complete two forms.
Individuals who want to file a complaint with AT&T need to agree to arbitrate all claims and disputes with the understanding that the agreement is broadly interpreted. A customer who intends to seek arbitration must send a written notice of dispute to AT&T by certified mail. The notice has to describe the nature of the dispute and outline the specific relief requested. If the parties do not reach an agreement within 30 days, either party can initiate an arbitration proceeding.
Parties must download and fill out an Arbitration Initiation Form and Notice of Dispute. Customers cannot bring a claim against AT&T as a class member. Upon receiving the notice, AT&T reimburses the customer for the filing fee unless the claim is too large. The arbitrator decides all issues except those related to the enforceability of the arbitration provision.
Unless parties have made special arrangements, the hearing takes place in the county of the customerﾒs billing address. The arbitrator issues a reasoned written decision explaining the main findings on which the award is based. If AT&T fails to make a written offer to settle the dispute prior to the selection of an arbitrator, the customer is entitled to get an alternative payment.