Notes

U-verse, Narrowband, DSL, ISM, and RC1
Access myCSP and enter article *147924
myCSP
Mobility Retail
Access myCSP and enter article *571631
myCSP
Mobility Sales and Service
Access myCSP and enter article *449740
myCSP
CARE ICU CSP/BCS-Advanced Tech Support
Access myCSP and enter article *189898
mycsp
Legacy DIRECTV (RIO users)
Access myCSP and enter article *538970

Part of an excellent customer experience includes the customer knowing and understanding all the details of the offer in real time, as they are making their decision. Being surprised or inconvenienced by charges that weren't expected is not an excellent customer experience.


Permission from a customer to proceed with a product or service order based on the customer being told all material facts about the offer and agreeing to them.
​the $8.99 per month billing begins in 30 days. The first 30 days are a no claim period, and you'll see this reflected on your bill at $0. You will receive the full terms and conditions within 10 business days.
always obtain consent by reading the required disclosure to the customer and then receiving a clear affirmative response from the customer before you add the service to the account. Ask a yes/no question, such as, "May I add this offer based on these terms to your account?"
If the customer says the charge was not authorized, report and handle the dispute as cramming.
If the customer disputes for any other reason (examples: service quality or refuse to pay), follow the general adjustment process.
Apologize to customer.
Do not require the customer to first contact the third-party.
Report as cramming complaint or general adjustment, as appropriate.
Do not investigate.
Adjust disputed charge as shown on third-party page of the bill.
Confirm amount of adjustment from account records.
Check to see if any previous adjustments or refunds have been issued. Do not adjust same charge twice.
Adjust the full amount of disputed charges.
Adjustment must include the entire amount billed for the entire period the disputed charge was billed.
AT&T must provide customer account information regarding third- party charges for at least the prior 12 months, if requested by customer.
If you do not have access to a full 12 months of information, follow business as usual procedures to refer request to back office, as necessary.
Waive charges for bill re-prints related to disputes of third-party charges.
Refer to M&P for more information.
AT&T will not:
Require the customer to pay the disputed charge.
Send the disputed charge to collection.
Make any adverse credit report based on non-payment of the disputed charge.
Suspend or cancel service for non-payment of the disputed charge.
AT&T will reverse any of the above actions if they were done prior to AT&T receiving the cramming complaint.
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Fraud Awareness and Prevention: 62413288
• Access from AT&T: 61831704
• Can Be Reached Disclosure Training: 61391379
• Entertainment: An American Priority : 62156705