Hendricks v. AT&T Mobility LLC

Filing 35

MOTION to Compel Arbitration and To Stay Case filed by AT&T Mobility LLC. Motion Hearing set for 9/23/2011 10:00 AM in Courtroom 8, 19th Floor, San Francisco before Hon. Charles R. Breyer. Responses due by 7/21/2011. Replies due by 7/28/2011. (Attachments: # 1 Affidavit Lilian L. Chan, # 2 Affidavit Chenell Cummings (Part 1 of 2), # 3 Affidavit Chenell Cummings (Part 2 of 2), # 4 Affidavit Adam Gill, # 5 Affidavit Senthil Kumar, # 6 Affidavit Romi Manchanda, # 7 Affidavit Theodore Weiman, # 8 Proposed Order)(Nadolenco, John) (Filed on 7/7/2011)

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Donald M. Falk (CA Bar No. 150256)
[e-mail]
MAYER BROWN LLP
Two Palo Alto Square, Suite 300
3000 El Camino Real
Palo Alto, CA 94306-2112
Telephone: [phone]
Facsimile: [phone]
John Nadolenco (CA Bar No. 181128)
[e-mail]
Lisa W. Cornehl (State Bar No. 232733)
[e-mail]
MAYER BROWN LLP
350 South Grand Avenue, 25th Floor
Los Angeles, CA 90071-1503
Telephone:
[phone]
Facsimile:
[phone]
Attorneys for Defendant
AT&T Mobility LLC

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UNITED STATES DISTRICT COURT
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NORTHERN DISTRICT OF CALIFORNIA
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SAN FRANCISCO DIVISION
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Case No. CV 11-00409-CRB
PATRICK HENDRICKS, on behalf of himself
and all others similarly situated,
Plaintiff,

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DECLARATION OF ROMI
MANCHANDA IN SUPPORT OF
DEFENDANT AT&T MOBILITY LLC’S
MOTION TO COMPEL ARBITRATION
AND TO STAY CASE

vs.
AT&T MOBILITY, LLC,

Date: September 23, 2011
Time: 10:00 a.m.
Courtroom 8

Defendant.
Honorable Charles R. Breyer

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DECLARATION OF ROMI MANCHANDA IN SUPPORT OF DEFENDANT ATTM’S
MOTION TO COMPEL ARBITRATION; CASE NO. CV 11-00409-CRB

Exhibit 1

Terms of Service

Revised 6/1/2010

Table of Contents
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Terms of Service
Terms of Service
Service Commitment / Early Termination Fee
Cancellation Period / Termination
Charges and Disputes
Purchases and Authority to Use
Location-Based Services
AT&T 411 Info
Unauthorized Charges to Your Phone (California Customers Only)
Unlimited Voice Services
Off-Net Usage
Billing and Payment
If Your Phone is Lost or Stolen
Dishonored Checks and Other Instruments
Changes to Terms and Rates
Contingent Benefits
Device
Advance Payments and/or Deposits
Late Payment Charges
Service Limitations and Limitation of Liability
Account Access
Voicemail Service
Dispute Resolution by Binding Arbitration
Arbitration Agreement
Miscellaneous

“AT&T” or “we,” “us” or “our” refers to AT&T Mobility LLC, acting on behalf of its FCC-licensed
affiliates doing business as AT&T. “You“ or “your“ refers to the person or entity that is the
customer of record. PLEASE READ THIS AGREEMENT CAREFULLY TO ENSURE THAT YOU
UNDERSTAND EACH PROVISION. This Agreement requires the use of arbitration on an
individual basis to resolve disputes, rather than jury trials or class actions, and also
limits the remedies available to you in the event of a dispute.
SERVICE COMMITMENT / EARLY TERMINATION FEE
Your Service Commitment begins on the day we activate your service. You have received certain
benefits from us in exchange for any Service Commitment greater than one month. If we terminate
your service for nonpayment or other default before the end of the Service Commitment, or if you
terminate your service for any reason other than (a) in accordance with the cancellation policy; or (b)
pursuant to a change of terms, conditions or rates as set forth below, you agree to pay us with respect
to each device identifier or telephone number assigned to you, in addition to all other amounts owed,
an Early Termination Fee in the amount specified below (“Early Termination Fee”). If your Service
Commitment includes the purchase of certain specified Equipment on or after June 1, 2010, the Early
Termination Fee will be $325 minus $10 for each full month of your Service Commitment that you
complete. (For a complete list of the specified Equipment, check att.com/equipmentETF.) Otherwise,
your Early Termination Fee will be $150 minus $4 for each full month of your Service Commitment that
you complete. The Early Termination Fee is not a penalty, but rather a charge to compensate us for
your failure to satisfy the Service Commitment on which your rate plan is based.
AFTER YOUR SERVICE COMMITMENT, THIS AGREEMENT SHALL AUTOMATICALLY RENEW ON A
MONTH-TO-MONTH BASIS UNTIL EITHER PARTY GIVES NOTICE PURUSANT TO THE TERMINATION
PROVISION BELOW.

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CANCELLATION PERIOD / TERMINATION
You may terminate this Agreement within thirty (30) days after activating service without
paying an Early Termination Fee. You will pay for service fees and charges incurred through the
termination date, but AT&T will refund your activation fee, if any, if you terminate within three (3)
days of activating the service. You may have to return any handsets and accessories purchased
with this Agreement, and AT&T may charge you a restocking fee. If you terminate after the 30th
day but before expiration of the Agreement’s Service Commitment, you will pay AT&T an Early
Termination Fee for each wireless telephone number associated with the service. Either party
may terminate this Agreement at any time after your Service Commitment ends with thirty (30)
days notice to the other party. We may terminate this Agreement at any time without notice if
we cease to provide service in your area. We may interrupt or terminate your service without
notice for any conduct that we believe violates this Agreement or any terms and conditions
of your rate plan, or if you behave in an abusive, derogatory, or similarly unreasonable manner
with any of our representatives, or if we discover that you are underage, or if you fail to make
all required payments when due, or if we have reasonable cause to believe that your Device is
being used for an unlawful purpose or in a way that may adversely affect our service, or if you
provided inaccurate credit information or we believe your credit has deteriorated and you refuse
to pay any requested advance payment or deposit.

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CHARGES AND DISPUTES
You are responsible for paying all charges for or resulting from services provided under this
Agreement. You will receive monthly bills that are due in full as shown thereon. YOU MUST,
WITHIN 100 DAYS OF THE DATE OF THE BILL, NOTIFY US IN WRITING AT AT&T, BILL DISPUTE,
1025 LENOX PARK., ATLANTA, GA 30319 (“AT&T’S ADDRESS”) OF ANY DISPUTE YOU HAVE WITH
RESPECT TO THE BILL, INCLUDING ANY CHARGES ON THE BILL AND ANY SERVICE WE PROVIDED
FOR WHICH YOU WERE BILLED, OR YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE
BILL OR SUCH SERVICES AND TO BRING, OR PARTICIPATE IN, ANY LEGAL ACTION RAISING
ANY SUCH DISPUTE. Charges include, without limitation, airtime, roaming, recurring monthly
service, activation, administrative, and late payment charges; regulatory cost recovery and other
surcharges; optional feature charges; toll, collect call and directory assistance charges; restoral
and reactivation charges; any other charges or calls billed to your phone number; and applicable
taxes and governmental fees, whether assessed directly upon you or upon AT&T. To determine
your primary place of use (“PPU”) and which jurisdiction’s taxes and assessments to collect, you
are required to provide us with your residential or business street address. If you do not provide
us with such address, or if it falls outside our licensed service area, we may reasonably designate
a PPU within the licensed service area for you. Subscriber must live and have a mailing address
within AT&T’s owned network coverage area.
PURCHASES AND AUTHORITY TO USE
Your AT&T phone can be used to purchase goods and services including ring tones, graphics,
games or news alerts (including subscription plans) from AT&T or elsewhere from third parties
(“Goods, Content, and Services”). Goods, Content, and Services may be purchased directly with
any phone assigned to your account or on-line. Charges for Goods, Content, and Services will
appear on your bill. Data transport charges are also incurred in the purchase of mobile content
and such charges appear separately on your bill. Unless you have a data plan, in which case
you will be billed according to your data plan, charges will be calculated at your default pay
per use rate for the mobile content transport when delivered, generally per kilobyte or per

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megabyte. You have full-time access to your Goods, Content, and Services transaction history
on our website. You are responsible for all phones and other Devices containing a SIM assigned
to your account (“Devices”). Except as otherwise provided in this Agreement, if such Device
is used by others to purchase Goods, Content, and Services, you are responsible for all such
purchases and all associated charges. You are giving those other users your authority 1) to
order Goods, Content, and Services from those Devices, including subscription services, and to
incur charges for those Goods, Content, and Services that will appear on your bill; 2) to give
consent required for those Goods, Content, and Services, including the consent to use that user’s
location information to deliver customized information to that user’s Device, or to make any
representation required for those Goods, Content and Service including a representation of the
user’s age, if requested. Usage by others can be restricted by use of parental controls or similar
features. Visit our website to learn more.
LOCATION-BASED SERVICES
Your Device may be location-enabled meaning that the Device is capable of using optional
Goods, Content, and Services at your request or the request of a user on your account, offered
by AT&T or third parties that make use of a user’s location (“Location-Based Services”), using
location technology such as Global Positioning Satellite (“GPS”), wireless network location, or
other location technology. Please review the terms and conditions and the associated privacy
policy for each Location-Based Service to learn how the location information will be used and
protected. We may also use location information to create aggregate data from which your
personally identifiable information has been removed or obscured. Such aggregate data may be
used for services like traffic-monitoring. It is your responsibility to notify users on your account
that the Device they are using may be location-enabled. The use of certain Location-Based
Services or the disclosure of location information may be restricted by use of parental controls
or similar features. Visit our website to learn more.

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AT&T 411 INFO
In some cases our directory assistance service (411) will use the location of a Device to deliver
relevant customized 411 information based upon the user’s request for a listing or other 411
service. By using this directory assistance service, the user is consenting to our use of that user’s
location information for such purpose. This location information may be disclosed to a third party
to perform the directory assistance service and for no other purpose. Such location information
will be retained only as long as is necessary to provide the relevant customized 411 information
and will be discarded after such use. Please see our privacy policy at att.com/privacy for
additional details about our use and protection of your personal information.
UNAUTHORIZED Charges to Your Phone (California Customers Only)
You are not liable for charges you did not authorize, but the fact that a call was placed from
your phone is evidence that the call was authorized. You may submit documents, statements
and other information to show any charges were not authorized. Unauthorized charges may
include calls made to or from your phone or other Device after it was lost or stolen. (See section
“IF YOUR PHONE IS LOST OR STOLEN.”) If you notify us of any charges on your bill you claim are
unauthorized, we will investigate. We will advise you of the result of our investigation within 30
days. If you do not agree with the outcome, you may file a complaint with the California Public
Utilities Commission and you may have other legal rights. While an investigation is underway, you
do not have to pay any charges you dispute or associated late charges, and we will not send the
disputed amount to collection or file an adverse credit report about it.

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UNLIMITED VOICE SERVICES
Unlimited voice services are provided solely for live dialog between two individuals. Unlimited
voice services may not be used for conference calling, call forwarding, monitoring services,
data transmissions, transmission of broadcasts, transmission of recorded material, or other
connections which do not consist of uninterrupted live dialog between two individuals. If AT&T
finds that you are using an unlimited voice service offering for other than live dialog between
two individuals, AT&T may, at its option terminate your service or change your plan to one with
no unlimited usage components. AT&T will provide notice that it intends to take any of the above
actions, and you may terminate the agreement.
OFF-NET USAGE
If your minutes of use (including unlimited services) on other carrier networks (“off-net usage”)
during any two consecutive months exceed your off-net usage allowance, AT&T may, at its option,
terminate your service, deny your continued use of other carriers’ coverage or change your plan
to one imposing usage charges for off-net usage. Your off-net usage allowance is equal to the
lesser of 750 minutes or 40% of the Anytime Minutes included with your plan. AT&T will provide
notice that it intends to take any of the above actions, and you may terminate the agreement.
BILLING AND PAYMENT
Usage and monthly fees will be billed as specified in your rate plan brochure, customer service
summary, or rate plan information online. Except as provided below, monthly service and certain
other charges are billed one month in advance, and there is no proration of such charges if
service is terminated on other than the last day of your billing cycle. Monthly service and certain
other charges are billed in arrears if you are a former customer of AT&T Wireless and maintain
uninterrupted service on select AT&T rate plans, provided, however, that in either case, if you
elect to receive your bills for your AT&T services combined with your landline phone bill (where
available) you will be billed in advance as provided above. You agree to pay for incoming and
outgoing calls, and data services sent to and from your Device. AIRTIME AND OTHER MEASURED

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USAGE (“CHARGEABLE TIME”) IS BILLED IN FULL-MINUTE INCREMENTS, AND ACTUAL AIRTIME
AND USAGE ARE ROUNDED UP TO THE NEXT FULL-MINUTE INCREMENT AT THE END OF EACH
CALL FOR BILLING PURPOSES. AT&T CHARGES A FULL MINUTE OF AIRTIME USAGE FOR EVERY
FRACTION OF THE LAST MINUTE OF AIRTIME USED ON EACH WIRELESS CALL. DATA TRANSPORT
IS CALCULATED IN FULL-KILOBYTE INCREMENTS, AND ACTUAL TRANSPORT IS ROUNDED UP
TO THE NEXT FULL-KILOBYTE INCREMENT AT THE END OF EACH DATA SESSION FOR BILLING
PURPOSES. AT&T CALCULATES A FULL KILOBYTE OF DATA TRANSPORT FOR EVERY FRACTION OF
THE LAST KILOBYTE OF DATA TRANSPORT USED ON EACH DATA SESSION. NETWORK OVERHEAD,
SOFTWARE UPDATE REQUESTS, AND RESEND REQUESTS CAUSED BY NETWORK ERRORS
CAN INCREASE MEASURED KILOBYTES. If you select a rate plan that includes a predetermined
allotment of services (for example, a predetermined amount of airtime, megabytes or text
messages), unless otherwise specifically provided as a part of such rate plan, any unused
allotment of services from one billing cycle will not carry over to any other billing cycle. We
may bill you in a format as we determine from time to time. Additional charges may apply for
additional copies of your bill, or for detailed information about your usage of services. Charges
for usage of services on networks maintained by other carriers or on networks acquired by AT&T
after August 31, 2004, may appear on your bill after the billing cycle in which the usage occurred.
Chargeable Time begins for outgoing calls when you press SEND (or similar key) and
for incoming calls when a signal connection from the caller is established with our facilities.
Chargeable Time ends after you press END (or similar key), but not until your wireless telephone’s
signal of call disconnect is received by our facilities and the call disconnect signal has been
confirmed. All outgoing calls for which we receive answer supervision or which have at least
30 seconds of Chargeable Time, including ring time, shall incur a minimum of one minute airtime
charge. Answer supervision is generally received when a call is answered; however, answer
supervision may also be generated by voicemail systems, private branch exchanges, and
interexchange switching equipment. Chargeable Time may include time for us to recognize that
only one party has disconnected from the call, time to clear the channels in use, and ring time.

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Chargeable Time may also occur from other uses of our facilities, including by way of example,
voicemail deposits and retrievals, and call transfers. Calls that begin in one rate period and end
in another rate period may be billed in their entirety at the rates for the period in which the call
began. If your wireless phone or other Device is lost or stolen, you must contact us immediately
to report the Device lost or stolen. AT&T will take into account the information provided by
the customer to evaluate on an individual basis whether grounds exist for further relief. You
also remain responsible for paying your monthly service fee if your service is suspended for
nonpayment. We may require payment by money order, cashier’s check, or a similarly secure
form of payment at our discretion.
If Your Phone is Lost or Stolen
You are not liable for charges you did not authorize, but the fact that a call was placed from your
phone is evidence that the call was authorized. (California Customers see section “Unauthorized
Charges to Your Phone.”) Once you report to us that the Device is lost or stolen you will not be
responsible for subsequent charges incurred by that Device. You can report your Device as lost
or stolen and suspend service without a charge by contacting us at the phone number listed on
your bill or at wireless.att.com. If there are charges on your bill for calls made after the Device
was lost or stolen, but before you reported it to us, notify us of the disputed charges and we
will investigate. You may be asked to provide information and you may submit information to
support your claim. We will advise you of the result of our investigation within 30 days. While
your phone is suspended you will remain responsible for complying with all other obligations
under this Agreement, including, but not limited to, your monthly fee. We and you have a duty to
act in good faith in a reasonable and responsible manner including in connection with the loss or
theft of your Device.

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DISHONORED CHECKS AND OTHER INSTRUMENTS
We will charge you $30 or the highest amount allowed by law, whichever is less, for any check
or other instrument (including credit card chargebacks) tendered by you and returned unpaid
by a financial institution for any reason. You agree to reimburse us the fees of any collection
agency, which may be based on a percentage at a maximum of 33% of the debt, and all costs
and expenses, including reasonable attorneys’ fees, we incur in such collection efforts.
CHANGES TO TERMS AND RATES
We may change any terms, conditions, rates, fees, expenses, or charges regarding your service at
any time. We will provide you with notice of such changes (other than changes to governmental
fees, proportional charges for governmental mandates, roaming rates or administrative charges)
either in your monthly bill or separately. You understand and agree that State and Federal
Universal Service Fees and other governmentally imposed fees, whether or not assessed directly
upon you, may be increased based upon the government’s or our calculations. IF WE INCREASE
THE PRICE OF ANY OF THE SERVICES TO WHICH YOU SUBSCRIBE, BEYOND THE LIMITS SET
FORTH IN YOUR RATE PLAN BROCHURE, OR IF WE MATERIALLY DECREASE THE GEOGRAPHICAL
AREA IN WHICH YOUR AIRTIME RATE APPLIES (OTHER THAN A TEMPORARY DECREASE FOR
REPAIRS OR MAINTENANCE), WE WILL DISCLOSE THE CHANGE AT LEAST ONE BILLING CYCLE
IN ADVANCE (EITHER THROUGH A NOTICE WITH YOUR BILL, A TEXT MESSAGE TO YOUR DEVICE,
OR OTHERWISE), AND YOU MAY TERMINATE THIS AGREEMENT WITHOUT PAYING AN EARLY
TERMINATION FEE OR RETURNING OR PAYING FOR ANY PROMOTIONAL ITEMS, PROVIDED YOUR
NOTICE OF TERMINATION IS DELIVERED TO US WITHIN THIRTY (30) DAYS AFTER THE FIRST BILL
REFLECTING THE CHANGE. If you lose your eligibility for a particular rate plan, we may change
your rate plan to one for which you qualify.

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CONTINGENT BENEFITS
You may receive or be eligible for certain rate plans, discounts, features, promotions, and
other benefits (“Benefits”) through a business or government customer’s agreement with us
(“Business Agreement”). Any and all such Benefits are provided to you solely as a result of
the corresponding Business Agreement, and such Benefits may be modified or terminated
without notice. If a business or government entity pays your charges or is otherwise liable
for the charges, you authorize us to share your account information with that entity and/
or its authorized agents. If you are on a rate plan and/or receive certain Benefits tied to a
Business Agreement with us, but you are liable for your own charges, then you authorize us to
share enough account information with that entity and/or its authorized agents to verify your
continuing eligibility for those Benefits and/or that rate plan. You may receive Benefits because
of your agreement to have the charges for your service, billed (“Joint Billing”) by a landline
company affiliated with AT&T (“Affiliate”) or because you subscribe to certain services provided
by an Affiliate. If you cancel Joint Billing or the Affiliate service your rates will be adjusted
without notice to a rate plan for which you qualify.
DEVICE
Your Device must be compatible with, and not interfere with, our service and must comply with
all applicable laws, rules, and regulations. We may periodically program your Device remotely
with system settings for roaming service, to direct your device to use network services most
appropriate for your typical usage, and other features that cannot be changed manually.
Devices purchased for use on AT&T’s system are designed for use exclusively on AT&T’s system
(“Equipment”). You agree that you will not make any modifications to the Equipment or
programming to enable the Equipment to operate on any other system. AT&T may, at its sole
and absolute discretion, modify the programming to enable the operation of the Device on other
systems. You can get details on AT&T policies for modifying Equipment by calling 1-866-246-4852.

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ADVANCE PAYMENTS AND/OR DEPOSITS
We may require you to make deposits or advance payments for services, which we may offset
against any unpaid balance on your account. Interest will not be paid on advance payments or
deposits unless required by law. We may require additional advance payments or deposits if we
determine that the initial payment was inadequate. Based on your creditworthiness as we
determine it, we may establish a credit limit and restrict service or features. If your account
balance goes beyond the limit we set for you, we may immediately interrupt or suspend service
until your balance is brought below the limit. Any charges you incur in excess of your limit
become immediately due. If you have more than one account with us, you must keep all
accounts in good standing to maintain service. If one account is past due or over its limit,
all accounts in your name are subject to interruption or termination and all other available
collection remedies.
LATE PAYMENT CHARGES
Late payment charges are based on the state to which the area code of the wireless telephone
number assigned to you is assigned by the North American Numbering Plan Administration
(for area code assignments see nationalnanpa.com/area_code_maps). You agree that for
amounts not paid by the due date, AT&T may charge, as a part of its rates and charges, and you
agree to pay, a late payment fee of $5 in CT, D.C., DE, IL, KS, MA, MD, ME, MI, MO, NH, NJ, NY, OH,
OK, PA, RI, VA, VT, WI, WV; the late payment charge is 1.5% of the balance carried forward to the
next bill in all other states.
SERVICE LIMITATIONS and LIMITATION OF LIABILITY
Limitations of liability set forth herein govern unless they are prohibited by applicable law. Service
may be interrupted, delayed, or otherwise limited for a variety of reasons, including environmental
conditions, unavailability of radio frequency channels, system capacity, priority access by National
Security and Emergency Preparedness personnel in the event of a disaster or emergency,
coordination with other systems, equipment modifications and repairs, and problems with

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the facilities of interconnecting carriers. We may block access to certain categories of numbers
(e.g., 976, 900, and international destinations) at our sole discretion. Your plan may include the
ability to make and/or receive calls while roaming internationally. Certain eligibility restrictions
apply which may be based on service tenure, payment history and/or credit and AT&T, in its sole
discretion, may block your ability to use your phone while roaming internationally until eligibility
criteria is met. International roaming rates, which vary by country, will apply for all calls placed or
received while outside the U.S., Puerto Rico and USVI. Compatible international-capable device
required. If you want to block the ability to make and/or receive calls or use data functions while
roaming internationally, dial 1-916-843-4685. When outside the U.S., Puerto Rico and USVI, you
will be charged normal international roaming airtime when incoming calls are routed to voicemail,
even if no message is left. For more information and for a list of currently available countries
and carriers go to att.com/global. Many devices including iPhone transmit and receive data
messages without user intervention and can generate unexpected charges when powered “on”
outside the United States, Puerto Rico and USVI. AT&T may send “alerts” via SMS or email to notify
you of data usage. These are courtesy alerts. There is no guarantee you will receive them. They
are not a guarantee of a particular bill limit. We may, but do not have the obligation to, refuse
to transmit any information through the service and may screen and delete information prior to
delivery of that information to you. There are gaps in service within the service areas shown on
coverage maps, which, by their nature, are only approximations of actual coverage. WE DO NOT
GUARANTEE YOU UNINTERRUPTED SERVICE OR COVERAGE. WE CANNOT ASSURE YOU THAT IF
YOU PLACE A 911 CALL YOU WILL BE FOUND. Airtime and other service charges apply to all calls,
including involuntarily terminated calls. AT&T MAKES NO WARRANTY, EXPRESS OR IMPLIED, OF
MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, SUITABILITY, OR PERFORMANCE
REGARDING ANY SERVICES OR GOODS, AND IN NO EVENT SHALL AT&T BE LIABLE, WHETHER
OR NOT DUE TO ITS OWN NEGLIGENCE, for any: (a) act or omission of a third party; (b) mistakes,
omissions, interruptions, errors, failures to transmit, delays, or defects in the service provided by or
through us; (c) damage or injury caused by the use of service or Device, including use in a vehicle;

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(d) claims against you by third parties; (e) damage or injury caused by a suspension or termination
of service by AT&T; or (f) damage or injury caused by failure or delay in connecting a call to 911 or
any other emergency service. Notwithstanding the foregoing, if your service is interrupted for 24
or more continuous hours by a cause within our control, we will issue you, upon request, a credit
equal to a pro-rata adjustment of the monthly service fee for the time period your service was
unavailable, not to exceed the monthly service fee. Our liability to you for service failures is limited
solely to the credit set forth above. Unless applicable law precludes parties from contracting to
so limit liability, and provided such law does not discriminate against arbitration clauses, AT&T
shall not be liable for any indirect, special, punitive, incidental or consequential losses or damages
you or any third party may suffer by use of, or inability to use, service or Equipment provided by
or through AT&T, including loss of business or goodwill, revenue or profits, or claims of personal
injuries. To the full extent allowed by law, you hereby release, indemnify, and hold AT&T and its
officers, directors, employees and agents harmless from and against any and all claims of any
person or entity for damages of any nature arising in any way from or relating to, directly or
indirectly, service provided by AT&T or any person’s use thereof (including, but not limited to,
vehicular damage and personal injury), INCLUDING CLAIMS ARISING IN WHOLE OR IN PART FROM
THE ALLEGED NEGLIGENCE OF AT&T, or any violation by you of this Agreement. This obligation
shall survive termination of your service with AT&T. AT&T is not liable to you for changes in
operation, equipment, or technology that cause your Device or software to be rendered obsolete
or require modification. SOME STATES, INCLUDING THE STATE OF KANSAS, DO NOT ALLOW
DISCLAIMERS OF IMPLIED WARRANTIES OR LIMITS ON REMEDIES FOR BREACH. THEREFORE, THE
ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS AGREEMENT GIVES YOU
SPECIFIC LEGAL RIGHTS, AND YOU MAY HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE.
ACCOUNT ACCESS
You authorize us to provide information about and to make changes to your account, including
adding new service, upon the direction of any person able to provide information we deem
sufficient to identify you.

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VOICEMAIL SERVICE
We may deactivate your voicemail service if you do not initialize it within a reasonable period
after activation. We will reactivate the service upon your request.
DISPUTE RESOLUTION BY BINDING ARBITRATION
Please read this carefully. It affects your rights.
Summary:
Most customer concerns can be resolved quickly and to the customer’s satisfaction by calling our
customer service department at 1-800-331-0500. In the unlikely event that AT&T’s customer
service department is unable to resolve a complaint you may have to your satisfaction
(or if AT&T has not been able to resolve a dispute it has with you after attempting to do
so informally), we each agree to resolve those disputes through binding arbitration or
small claims court instead of in courts of general jurisdiction. Arbitration is more informal
than a lawsuit in court. Arbitration uses a neutral arbitrator instead of a judge or jury, allows for
more limited discovery than in court, and is subject to very limited review by courts. Arbitrators
can award the same damages and relief that a court can award. Any arbitration under this
Agreement will take place on an individual basis; class arbitrations and class actions
are not permitted. For any non-frivolous claim that does not exceed $75,000, AT&T will pay all
costs of the arbitration. Moreover, in arbitration you are entitled to recover attorneys’ fees from
AT&T to at least the same extent as you would be in court.
In addition, under certain circumstances (as explained below), AT&T will pay you more than the
amount of the arbitrator’s award and will pay your attorney (if any) twice his or her reasonable
attorneys’ fees if the arbitrator awards you an amount that is greater than what AT&T has offered
you to settle the dispute.

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ARBITRATION AGREEMENT
(1) AT&T and you agree to arbitrate all disputes and claims between us. This agreement to
arbitrate is intended to be broadly interpreted. It includes, but is not limited to:
• claims arising out of or relating to any aspect of the relationship between us, whether
based in contract, tort, statute, fraud, misrepresentation or any other legal theory;
• claims that arose before this or any prior Agreement (including, but not limited to,
claims relating to advertising);
• claims that are currently the subject of purported class action litigation in which you
are not a member of a certified class; and
• claims that may arise after the termination of this Agreement.
References to “AT&T,” “you,” and “us” include our respective subsidiaries, affiliates, agents,
employees, predecessors in interest, successors, and assigns, as well as all authorized or
unauthorized users or beneficiaries of services or Devices under this or prior Agreements
between us. Notwithstanding the foregoing, either party may bring an individual action in small
claims court. This arbitration agreement does not preclude you from bringing issues to the
attention of federal, state, or local agencies, including, for example, the Federal Communications
Commission. Such agencies can, if the law allows, seek relief against us on your behalf. You
agree that, by entering into this Agreement, you and AT&T are each waiving the right
to a trial by jury or to participate in a class action. This Agreement evidences a transaction
in interstate commerce, and thus the Federal Arbitration Act governs the interpretation and
enforcement of this provision. This arbitration provision shall survive termination of this Agreement.
(2) A party who intends to seek arbitration must first send to the other, by certified mail, a written
Notice of Dispute (“Notice”). The Notice to AT&T should be addressed to: General Counsel, AT&T,
1025 Lenox Park Blvd., Atlanta, GA 30319 (“Notice Address”). The Notice must (a) describe the
nature and basis of the claim or dispute; and (b) set forth the specific relief sought (“Demand”).

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If AT&T and you do not reach an agreement to resolve the claim within 30 days after the Notice
is received, you or AT&T may commence an arbitration proceeding. During the arbitration, the
amount of any settlement offer made by AT&T or you shall not be disclosed to the arbitrator
until after the arbitrator determines the amount, if any, to which you or AT&T is entitled. You may
download or copy a form Notice and a form to initiate arbitration at att.com/arbitration-forms.
(3) After AT&T receives notice at the Notice Address that you have commenced arbitration, it will
promptly reimburse you for your payment of the filing fee, unless your claim is for greater than
$75,000. (The filing fee currently is $125 for claims under $10,000 but is subject to change by
the arbitration provider. If you are unable to pay this fee, AT&T will pay it directly upon receiving
a written request at the Notice Address.) The arbitration will be governed by the Commercial
Arbitration Rules and the Supplementary Procedures for Consumer Related Disputes (collectively,
“AAA Rules”) of the American Arbitration Association (“AAA”), as modified by this Agreement, and
will be administered by the AAA. The AAA Rules are available online at adr.org, by calling the
AAA at 1-800-778-7879, or by writing to the Notice Address. (You may obtain information that
is designed for non-lawyers about the arbitration process at att.com/arbitration-information.)
The arbitrator is bound by the terms of this Agreement. All issues are for the arbitrator to decide,
except that issues relating to the scope and enforceability of the arbitration provision are for
the court to decide. Unless AT&T and you agree otherwise, any arbitration hearings will take
place in the county (or parish) of your billing address. If your claim is for $10,000 or less, we
agree that you may choose whether the arbitration will be conducted solely on the basis of
documents submitted to the arbitrator, through a telephonic hearing, or by an in-person hearing
as established by the AAA Rules. If your claim exceeds $10,000, the right to a hearing will be
determined by the AAA Rules. Regardless of the manner in which the arbitration is conducted,
the arbitrator shall issue a reasoned written decision sufficient to explain the essential findings

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and conclusions on which the award is based. Except as otherwise provided for herein, AT&T will
pay all AAA filing, administration, and arbitrator fees for any arbitration initiated in accordance
with the notice requirements above. If, however, the arbitrator finds that either the substance of
your claim or the relief sought in the Demand is frivolous or brought for an improper purpose (as
measured by the standards set forth in Federal Rule of Civil Procedure 11(b)), then the payment
of all such fees will be governed by the AAA Rules. In such case, you agree to reimburse AT&T
for all monies previously disbursed by it that are otherwise your obligation to pay under the AAA
Rules. In addition, if you initiate an arbitration in which you seek more than $75,000 in damages,
the payment of these fees will be governed by the AAA rules.
(4) If, after finding in your favor in any respect on the merits of your claim, the arbitrator
issues you an award that is greater than the value of AT&T’s last written settlement offer made
before an arbitrator was selected, then AT&T will:
• pay you the amount of the award or $10,000 (“the alternative payment”),
whichever is greater; and
• pay your attorney, if any, twice the amount of attorneys’ fees, and reimburse any
expenses (including expert witness fees and costs) that your attorney reasonably
accrues for investigating, preparing, and pursuing your claim in arbitration
(“the attorney premium”).
If AT&T did not make a written offer to settle the dispute before an arbitrator was selected, you
and your attorney will be entitled to receive the alternative payment and the attorney premium,
respectively, if the arbitrator awards you any relief on the merits. The arbitrator may make rulings
and resolve disputes as to the payment and reimbursement of fees, expenses, and the alternative
payment and the attorney premium at any time during the proceeding and upon request from
either party made within 14 days of the arbitrator’s ruling on the merits.

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(5) The right to attorneys’ fees and expenses discussed in paragraph (4) supplements any right to
attorneys’ fees and expenses you may have under applicable law. Thus, if you would be entitled
to a larger amount under the applicable law, this provision does not preclude the arbitrator from
awarding you that amount. However, you may not recover duplicative awards of attorneys’ fees
or costs. Although under some laws AT&T may have a right to an award of attorneys’ fees and
expenses if it prevails in an arbitration, AT&T agrees that it will not seek such an award.
(6) The arbitrator may award declaratory or injunctive relief only in favor of the individual party
seeking relief and only to the extent necessary to provide relief warranted by that party’s
individual claim. YOU AND AT&T AGREE THAT EACH MAY BRING CLAIMS AGAINST THE
OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR
CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING.
Further, unless both you and AT&T agree otherwise, the arbitrator may not consolidate more
than one person’s claims, and may not otherwise preside over any form of a representative or
class proceeding. If this specific provision is found to be unenforceable, then the entirety of this
arbitration provision shall be null and void.
(7) Notwithstanding any provision in this Agreement to the contrary, we agree that if AT&T makes
any future change to this arbitration provision (other than a change to the Notice Address) during
your Service Commitment, you may reject any such change by sending us written notice within
30 days of the change to the Arbitration Notice Address provided above. By rejecting any future
change, you are agreeing that you will arbitrate any dispute between us in accordance with the
language of this provision.

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MISCELLANEOUS
This Agreement, the signature or rate summary sheet, the terms included in the rate brochure(s)
describing your plan and services, terms of service for products and services not otherwise
described herein that are posted on applicable AT&T websites, and any documents expressly
referred to herein or therein, make up the complete agreement between you and AT&T and
supersede any and all prior agreements and understandings relating to the subject matter of this
Agreement. If any provision of this Agreement is found to be unenforceable by a court or agency
of competent jurisdiction, the remaining provisions will remain in full force and effect. The
foregoing does not apply to the prohibition against class or representative actions that is part
of the arbitration clause; if that prohibition is found to be unenforceable, the arbitration clause
(but only the arbitration clause) shall be null and void. AT&T may assign this Agreement, but you
may not assign this Agreement without our prior written consent. The law of the state of your
billing address shall govern this Agreement except to the extent that such law is preempted by or
inconsistent with applicable federal law. In the event of a dispute between us, the law of the state
of your billing address at the time the dispute is commenced, whether in litigation or arbitration,
shall govern except to the extent that such law is preempted by or inconsistent with applicable
federal law. Your caller identification information (such as your name and phone number) may
be displayed on the Device or bill of the person receiving your call; technical limitations may,
in some circumstances, prevent you from blocking the transmission of caller identification
information. You consent to the use by us or our authorized agents of regular mail, predictive or
autodialing equipment, email, text messaging, facsimile or other reasonable means to contact
you to advise you about our services or other matters we believe may be of interest to you. In
any event, we reserve the right to contact you by any means regarding customer service-related
notifications, or other such information. The original version of this Agreement is in the English
language. Any discrepancy or conflicts between the English version and any other language
version will be resolved with reference to and by interpreting the English version.

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Connecticut Customers/Questions About Your Service
If you have any questions or concerns about your AT&T Mobility service, please call Customer
Care at 1-800-331-0500, dial 611 from your wireless phone, or visit att.com/wireless. If you
have questions about the Unlimited Local or Unlimited Long Distance service, please call
1-800-288-2020 or visit att.com. If you are a Connecticut customer and we cannot resolve your
issue, you have the option of contacting the Department of Public Utility Control (DPUC). Online:
state.ct.us/dpuc; Phone: [phone]; Mail: Connecticut DPUC, 10 Franklin Square, New
Britain, CT 06051.
Puerto Rico Customers
If you are a Puerto Rico customer and we cannot resolve your issue, in addition to binding
arbitration or small claims court, you may notify the Telecommunications Regulatory Board of
Puerto Rico of your grievance. Mail: Capital Center Building, Tower II, 235 Avenida Arterial Hostos
Suite 1001, San Juan, Puerto Rico 00918-1453; Phone: [phone] or 1-866-578-5500;
Online: rtpr.gobierno.pr
Lifeline Services
As part of a federal government program, AT&T offers discounted wireless service to qualified
low-income residents in selected states. For questions or to apply for Lifeline service, call
1-800-377-9450. Puerto Rico customers should contact 1-787-405-5463.
For tips on how to protect against fraud, please visit the CPUC’s website at, CalPhoneInfo.com.

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© 2010 AT&T Intellectual Property. All rights reserved.
AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.

FMS TC T 0610 0152 E

Exhibit 2