How to Write a Complaint Letter to AT&T
So you're ready to take on AT&T...
AT&T is a huge, profitable company. Personally, I can't stand AT&T, as you will read later in the example letter. I was so frustrated after talking to so many people on the phone, I finally sent a letter straight to the CEO. In the end, his secretary called me and informed me that they took my letter to heart and would be working on strategies to better train employees. They also waived all of the late fees and comped my account for one month. Below are the steps I took to ensure my voice and opinion were heard. After all, we are the customers that keep AT&T in business. How can we expect change if we do not make them accountable?
- Go to the AT&T website to find the current CEO of the company. I found out that as of today, March 28, 2016, the CEO is Randall L. Stephenson. You can find his bio HERE.
- You can also find a list of all the other important people at AT&T if you really want to make a big stink. (Look at the bottom of Randall's bio page.)
- Also, I hope you kept track of who you spoke to, where they were located, and when you made the calls. This makes your complaint more credible.
WRITING THE LETTER
- At the top of the letter write the date, skip a line and write, "Attention: [First Last], CEO". Skip a line or two. Then write "Dear Mr. [CEO's Name]," or any other greeting you are comfortable with.
- The first paragraph should outline what services you have with AT&T and how you use it. For example, if you own a small business with a website you may write "Mrs BKay Solutions is a small business that depends heavily on internet sales and leads through the online store on our website. We came to AT&T for it's wireless internet speed and easy network set-up in October 2015."
- The next paragraph(s) should detail the problems you are having. Try to include dates, who you spoke with, what was agreed upon, etc. To continue with the example above, you may write, “On October 2nd, 2015, Jimmy Jimenez came to our office to set up the equipment. Mr. Jimenez arrived three hours late and took an hour and a half lunch. When it was time for my employees and me to lock up, Mr. Jimenez said he was not finished and he would return in the morning. Mr. Jimenez never returned. I called Judy Judd in the Barstow customer service center at 8:35am on October 4th, 2015. Ms. Judd informed me that …” and so on.
- The last paragraph is where you state your demands. Request that late fees be removed, that services be comped, or that equipment be replaced at no charge- whatever you feel you deserve. Remember to be fair and honest. Also, tell them what you are prepared to do should they not fix their error, “If AT&T fails to correct this error, I will be forced to take my business elsewhere and contact a lawyer or attorney.”
- Sign a cordial closing and leave a few blank lines before you type your name. When you print your letter you will sign your name in this spot.
SENDING THE LETTER
You may want to fax the letter so you can have the confirmation with the date and time stamp on it. The fax number is: 210-351-2071. Be sure to include a cover letter. For information on how to write a fax cover sheet see my Hub, How To Make A Fax Cover Page.
Below is the physical address to send your letter (which is the way I sent mine):
Randall L. Stephenson, CEO
208 S. Akard Street
Dallas, TX 75202
AT&T Custoomer Satisfaction Poll
If you are an AT&T customer, please rate your overall service- customer service, ease of use, and selection::
December 9th, 2012
Attention: Randall Stephenson, CEO
Dear Randall Stephenson,
To start, my family and I have been loyal Verizon customers for years. I was first introduced to AT&T’s incompetence through all of the dropped calls between my husband and I. I moved to go to school in LA and Verizon could no longer cover my area and I was forced to sign up with AT&T.
On September 28th, 2009 I spoke with Deana in the Bakersfield office. She set me up on automatic withdrawal for both a Go-Phone and High Speed Internet Access because AT&T could not approve me for a regular account without automatic withdrawal. I was then told that I was ALREADY ENROLLED in automatic payments of $40 every thirty days. I was also told that my phone would arrive in a couple of weeks. After numerous phone calls to the AT&T office (some of which transferred me to disconnected numbers or hung up on me), UPS, and about ten of your employees, I was finally able to speak to someone who knew what they were doing. Stella was wonderful. But once I received my phone it was no longer activated. So I had to call, once again, and have my number changed THREE times before my service could begin. That is all over but it was only the beginning of my problems.
On my initial call in September I was informed that automatic payments of $45 (every month starting on October 16th) were set up and that the $100+ for the equipment would be billed immediately and it would be shipped in 3-5 days. It arrived on time and the money was taken. I received a bill of $153.49 due by November 19th, 2009. Thinking it was strange that I was receiving a bill, I called in. Again, my call was transferred to a disconnected number. I did not have the time to call back. I called again on November 29th, 2009 after a disconnection notice was sent. I explained that I was under the impression that I was enrolled in automatic payments and the employee informed me that I was not. She set me up in automatic payments and waived the late fees.
I then received a letter stating that I owed $148 or my service would be cancelled on December 9th, 2009!!! I called on December 8th, 2009 and spoke to someone. She said the automatic payment would not come out until December 22nd, 2009 and that my service would be disconnected until then. I explained that I felt it was AT&T’s fault and I expected them to fix it. She said there was nothing she could do. I spoke with her supervisor who did not give her name when answering the phone and was incredibly rude to me. She did not offer any solutions and would not work with me on any level.
I did pay my overdue balance because I am willing to pay for services that I receive. I am requesting that I am reimbursed or that any late or disconnection fees be waived from my account over the past three months. I am also requesting that your employees be better trained in respect and quality costumer service. Not only does the customer service fall under par, but the service itself is poor as well. My calls are constantly dropped, my voicemail does not work, and my calls are broken and filled with static. The internet service is slow, disruptive, and the box often malfunctions, taking over a half hour to recalibrate. I do not recommend AT&T to any of my friends, family members, or customers because of this.
Thank you for your time.
Mrs. Britney Kay Sinclair