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How to send a letter to the CEO of your cell phone carrier

How to send a letter to the CEO of your cell phone carrier

Cell phone service isn't perfect, and to be honest, with some companies, it can be downright terrible. Complaining about your cell phone service however, doesn't always get you the results you're hoping for.

The Federal Communications Commission (FCC) mandates that any person who feels wronged by their cell phone company should be able to complain and have their case looked at. If your cell phone company isn't helping, you can submit your complaint directly to the FCC's Consumer and Government Affairs Bureau. It's actually a simple process. You just go online, fill out a few forms, and voilá! Your complaint is filed.

Unfortunately for you however, that complaint you filed won't always end in you getting any compensation. FCC complaints are usually fairly effective, but maybe you do not yet want to file a full government complaint. See our guide to filing complaints if you are ready!

Another strategy is to talk directly to your cell phone carrier - yet at the customer service department, your complaint can just as easily fall on deaf ears.

So what does a savvy consumer do? Go directly to the top.

A surprisingly effective way of complaining about your cell phone service, is to write a letter to the CEO of your cell phone company. It's easier than it sounds.

You can search online for the office of the CEO or the "office of executive service." The addresses aren't usually that difficult to find (in fact, we've included a few of them at the bottom of this article.) Then, you'll just need to draft a short and polite letter that details your problem and asks for help with a speedy resolution.

Not sure where to start? You can use this sample letter to a CEO to get you going:


Dear _________,

I am writing to you as a loyal ___[Insert Cell Phone Company Name]___ customer, looking for assistance with my ________[insert product or plan]________.

I have been a customer since ____[insert year]_____, and I've always been happy with my service. However, on ______[insert date]_____ I signed up for a new ___[plan]___    ____[over the phone, at X store, online,etc]_____, and have been experiencing products. I have attached the receipt of the purchase here.

[detail the problem you are experiencing, here]

I understand that you're busy and your time, just like mine, is extremely valuable. I would love to get this issue resolved as soon as possible, and I greatly appreciate your help in this matter.

I hope this reaches you and I do not have to proceed with a FCC complaint, as I have been a happy customer up until this point. I look forward to your reply.

Thank you in advance,

_____[insert your full name, phone number, and account number]__________


Here's some CEO contact information for some of the bigger cell phone carriers (updated as of February 26, 2019)

CEO Contact Information:

Writing a letter to Sprint CEO

Sprint President and CEO: Marcelo Claure

Email: marcelo.claure@sprint.com


Sprint Senior Vice President, Sales Channel Strategy & Operations: Tracy Nolan

Email: Tracy.Nolan@sprint.com


Sprint Vice President Customer Service: Elise Manzo

Email: Elise.p.Manzo@sprint.com


Writing a letter to Verizon CEO

Verizon Headquarters 140 W. St. New York, NY 10007

Executive Contacts

Primary Contact

John G. Stratton

Executive Vice President and President of Operations

140 West Street

New York, NY 10007

john.stratton@verizon.com


Secondary Contact

Kenneth Dixon

Senior Vice President & Group President - Consumer Sales & Service

140 West Street

New York, NY 10007

Kenneth.Dixon@verizon.com


Chief Executive

Hans Vestberg

140 West Street

New York, NY 10007

Hans.Vestberg@verizon.com


Writing a letter to AT&T CEO

Executive Contacts

Primary Contact

Jody Garcia

Premium (Customer) Care – TV & Internet

208 S. Akard Street

Dallas, TX 75202

jg192d@att.com


Randy Shackelford, Premium (Customer) Care – Mobility, RS4669@att.com


Chief Executive

John Donovan

CEO – AT&T Communications

208 S. Akard Street

Dallas, TX 75202

jd777a@att.com


Writing a letter to T-mobile CEO

Primary Contact

David Carey

Executive Vice President of Corporate Services

12920 SE 38th Street

Bellevue, WA 98006

david.carey@t-mobile.com


Secondary Contact

Callie Field

Senior Vice President of Customer Service

12920 SE 38th Street

Bellevue, WA 98006

Callie.field@t-mobile.com

Contact Callie via Twitter:  Callie Field (@CallieField) | Twitter

  1. 'Michael' Sievert

Chief Operations Officer

12920 SE 38th Street

Bellevue, WA 98006

Mike.Sievert@t-mobile.com

Contact Mike via Twitter:  https://twitter.com/SievertMike


Chief Executive

John J. Legere

President and CEO

12920 SE 38th Street

Bellevue, WA 98006

425-378-4000

John.Legere@T-Mobile.com