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Got a gripe about your wireless service? Here's how to file complaints with federal and state officials and with your cell phone company.

Complaining to your cell phone company

Sending a complaint, concern or question to a cellular server is not always as easy as it should be.  Physical addresses for these companies are sometimes difficult to find.  In some cases you need to call customer service numbers and wait for automated operators to direct your call before you will reach a service representative.  You will always need to have your cell phone number ready.  Below are ways that you can contact major cellular companies via phone, mail or email.

If your cell phone company is not listed here, try the Federal Citizen Information Center web site, which lists corporate contact information for dozens of firms, including many (but not all) telecommunications companies. 

Federal Communication Commission (FCC)

If you have a complaint regarding your cellular service and you do not receive satisfactory resolution from the company, you can file a complaint with the Federal Communications Commission.  The FCC does not handle contractual disputes or violations of state deceptive advertising laws (file these complaints with state attorneys general).  The FCC forwards electronic and mail complaints to the service provider and directs the company to respond back to the Commission and the consumer within 30 days.

In order to file the complaint, consumers must submit:

    • their contact information
    • the names of all companies involved in the dispute
    • the names of company representatives contacted
    • the dates of correspondence with the company

Consumers are also encouraged to maintain documentation of the billing or service problem.

The FCC accepts complaints by mail, telephone, fax, email and its online complaint page.

  • Mailing Address:
    Federal Communications Commission
    Consumer & Governmental Affairs Bureau
    Consumer Complaints
    445 12th Street, SW
    Washington, D.C. 20554
  • Telephone:
    1-888-CALL-FCC (1-888-225-5322)
    TTY: 1-888-TELL- FCC (1-888-835-5322)
  • Fax: 202-418-0232

Note: Not all FCC complaints result in fines or meaningful actions, but voicing concerns via the federal agency will ensure that disputes and inquiries are recorded and responded to.

State Government

State attorneys general and consumer protection offices will often handle complaints about fraud and contract disputes.  Some provide mediation services.  Based on consumer complaints, state attorneys general have filed lawsuits against phone companies, resulting in refunds to consumers and agreements by some companies to reform certain practices.

Find your Attorney General and your local consumer protection agency.

Better Business Bureaus

Better Business Bureaus (BBBs) are nonprofit organizations supported by business members. The BBB will take consumer complaints and attempt to resolve them.

How to File a Complaint Checklist:

When filing a complaint, explain in detail, with documentation, what the problem is, who it is with, what you have done and what you want to be done. 

  • Identify the business.  Include the name and current address of the business.  An agency will not be able to help very much without the firm's current address.
  • Describe the problem.  Describe as completely as you can the problem with the product or service you have purchased.  Were you told something that was untrue?  Describe what you were told and how it was untrue.
  • Explain what you want the business to do. Specifically state how much money should be refunded or exactly how you want a product fixed or a service performed.
  • Include photocopies/documentation.  In written complaints, always include photocopies of documents relevant to your complaint, including receipts, warranties, both sides of cancelled checks, contracts, etc.  Do not send originals.  Only send copies, except upon request of the agency to which you are making your complaint (and if you're asked to send the original, make sure you keep a copy).  Often agencies that allow you to file complaints on line will ask for a follow-up in writing, with supporting documentation.
  • File your complaint with all appropriate agencies.  Remember, the squeaky wheel gets the grease. Sometimes it is not clear if a state or federal agency should handle a complaint. Not all complaints filed with government agencies result in fines or meaningful actions, but voicing concerns to regulators will ensure that disputes and inquiries are recorded and responded to.
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