Claim Compensation from AT&T Mobile

Getting your thoughts and evidence in order before you contact AT&T can make the difference between a quick credit and a week-long headache. Don't give them an excuse to dismiss your claim.

1. Know Your Details Cold: Have your account number, the name on the account, and your service address ready. It's the first thing they'll ask for.
2. Create a Timeline of the Issue: Write down the exact dates and times the problem started. For an outage, note when it began and when service was restored. For a billing error, find the statement where it first appeared.
3. Gather Your Proof: Screenshots are your best friend. Take pictures of error messages, speed tests showing slow service, or the incorrect charges on your bill. Save any emails or chat transcripts.
4. Define Your Goal: Decide exactly what you want before you call. Is it a $25 credit for a two-day outage? A refund for an incorrect charge? Be specific. Saying "I want compensation" is vague; saying "I am requesting a $45.99 credit for the equipment fee I was incorrectly charged" is powerful.
5. Reference Their Own Policies: If possible, find AT&T's Customer Service Agreement or terms of service. Sometimes, their own rules about service guarantees can be used to support your claim.

In the United States, your rights as a telecom customer are primarily overseen by the Federal Communications Commission (FCC). While AT&T's lengthy terms of service often try to limit their liability, you still have avenues for recourse.

• Service Outages: You are generally entitled to a pro-rated credit for the time you were without service. AT&T won't offer this automatically, you have to ask for it. For an outage lasting 48 hours, you should request a credit for two days of your monthly bill.
• Billing Errors: Federal law requires that they investigate any disputed charges you report and correct any errors. You must notify them of the error in writing (the Notice of Dispute form is best) within 60 days.
• Failure to Deliver Advertised Speeds: This is trickier, as speeds are often advertised as "up to." However, if your service is consistently and dramatically below what you pay for, you have a strong case for compensation. Document this with regular speed tests.

If customer service fails, your primary regulator is the FCC. Filing an informal complaint there is free and legally requires AT&T to respond to you and the FCC, often with a proposed resolution. This is a powerful step that gets your case in front of a specialized team at AT&T. Compensation is typically in the form of bill credits, not cash refunds.

Subject: Formal Compensation Request for Service Failure - Account [Your Account Number]

Dear AT&T Billing Department,

I am writing to formally request compensation for a recent service issue on my account, [Your Account Number], for the service address [Your Full Address].

From [Start Date] to [End Date], my [Internet/TV/Phone] service was [completely down/severely degraded]. This constitutes a failure to provide the services for which I pay. The total duration of this disruption was [Number] days.

As you can see from my attached records (see attached file: [YourLastName]_Evidence.pdf), I have documented the outage with [mention your proof, e.g., screenshots from your outage tool, photos of the router, a log of support calls].

My current monthly bill is $[Your Monthly Bill Amount]. Given the [Number]-day failure to provide service, I am requesting a bill credit of $[Amount you are requesting]. This represents a pro-rated refund for the period your service was unavailable.

I expect this credit to be reflected on my next billing statement. Please confirm in writing via this email address that you have received this request and that the credit will be applied.

If I do not receive a satisfactory response within 7 business days, I will escalate this matter by filing a formal complaint with the FCC.

Sincerely,

[Your Name] [Your Phone Number]

So, the first agent said no. Don't stop there. Here’s how to climb the ladder.

• Ask for a Supervisor: The first person you speak to often has limited authority. Calmly state, "I understand this is your policy, but I'd like to speak with a supervisor or someone in the loyalty department to resolve this." They are empowered to offer credits to keep you as a customer.
• File an FCC Complaint: This is the most effective tool for telecom issues. Go to the FCC's consumer complaint website, fill out the form with your evidence, and submit it. AT&T is legally required to respond, and they take these complaints very seriously.
• Submit a BBB Complaint: While the Better Business Bureau has no legal authority, companies like AT&T often have dedicated teams to resolve BBB complaints to maintain their rating. It creates a public record of your dispute.
• Arbitration or Small Claims Court: Check your AT&T contract. It likely includes a mandatory arbitration clause, which means you can't sue them in a traditional court. You must first file a "Notice of Dispute." If that fails, you can initiate arbitration. This is a more complex process, so it's a last resort for significant financial losses.
• Make Noise on Social Media: A public post on X (formerly Twitter) directed at @ATTHelp can sometimes get a faster response from a social media team eager to resolve issues publicly.

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The information provided on this page is for informational purposes only and does not constitute legal advice. We recommend consulting with a legal professional for advice specific to your situation.