In a nutshell: To dispute unauthorized or incorrect charges with AT&T, start by contacting customer service with your account information and documentation of the issue. You can access and fill out their payment dispute form. AT&T will respond within five business days. If unsatisfied with their resolution, complete and mail the Notice of Dispute
If you have AT&T's wireless service and have noticed charges you didn't make, incorrect charge amounts, or even just an incorrectly-scheduled autopayment, you need to know how to dispute those charges. In most cases, just bringing the matter to the attention of the right people in the company will get the matter resolved quickly. Even if it does not, there are other things you can do get the problem resolved in a satisfactory way.
When you first contact the company about the problem, make sure you have the following information with you:Your AT&T account numberThe number of the credit or debit card you used to make the payment or your bank account and routing numbers if you used a bank transferA picture of a credit card or bank statement showing the disputed chargeYour email address and phone numberYour bank's name and address
It's in the upper right corner of the page.
AT&T payment dispute form
A company representative will contact you, either by phone or by email, within the next 5 business days. If you are happy with the proposed resolution then you can skip the rest of the steps. If not, continue on with the next step.
AT&T Notice of Dispute form
The mailing address is on the form.
They will take up to 60 days to investigate the matter and will then contact you with either a proposed resolution or a proposed settlement meeting to discuss the matter. If this settles the matter for you, then skip the rest of the steps.
Tell the representatives that you want to submit the matter to arbitration. A neutral third party will be called in to hear the dispute and render a judgement. This is essentially the last stage of the process, as the result of the arbitration will be binding. However, you do sometimes have the option of filing suit in your local small claims court instead of arbitration. Arbitration requires the payment of an arbitration fee, but in most cases AT&T will pay the fee for you.
Most of the time, just telling the customer service department about the problem will get it taken care of. If the dispute does draw on for a month or more, be patient and keep paying your bills. If you ever need questions answered, call an AT&T customer service representative. The customer service center is open 7 days a week, 24 hours a day.
GetHuman has been working for over 10 years on sourcing information about big organizations like AT&T Wireless in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Dispute Charges on My AT&T Wireless Bill? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.
After helping consumers for 10 years, we realized that you need an impartial, live person you can talk to about comparing the various TV, cable, Internet and phone plans in your area- somebody who can compare the best deals across telecom providers. So we created a free concierge service you can call at the phone number below.
Call Toll-Free: 888-379-2546Our service is unaffiliated and thus can compare plans across many providers