A Notice of Dispute is more than just calling customer care. It’s how you escalate your issue and tell the Legal Department the nature of your dispute and what you want AT&T to do for you (for example, refund a particular charge). The Legal Department has 60 days after receiving your Notice of Dispute to resolve your claim.  A representative will call or email you to propose a resolution. If you don’t agree with it, either you or AT&T can begin arbitration.  Find the Notice of Dispute form here.

Arbitration is an alternative to a lawsuit in court. It is a binding legal proceeding in which a neutral arbitrator decides whether the claimant (either you or AT&T) is entitled to what is in the demand, based on evidence from both sides. Arbitration is less formal than a lawsuit in court, but it can provide the same individualized relief that a court could award. Arbitrations of disputes with AT&T are administered by the American Arbitration Association. For more information, visit Resolve a Dispute with AT&T Via Arbitration.

Probably not. For any non-frivolous claim that does not exceed $75,000, AT&T will pay all arbitration fees—no matter who wins. If your claim is for more than $75,000 (or if the arbitrator finds that it’s frivolous), your share of the costs of arbitration will be determined by the Consumer Arbitration Rules of the American Arbitration Association, which are available at adr.org.

No. Your agreement requires that you first submit a completed Notice of Dispute form to AT&T’s Legal Department and give it 60 days to work out a resolution. While you may have called customer care already, the Legal Department would like an opportunity to address your claim before you begin a proceeding. It’s important that you fill out the Notice of Dispute form completely so that we can consider your claim without delay.

You can bring any claim so long as it seeks relief for you individually, not as part of a group. Class or representative claims aren’t allowed.

Yes. As an alternative to arbitration, you can sue in small claims court, so long as the amount of your claim is within your local small claims court’s jurisdictional limits.