Follow up

9/24

cx unable can no longer pay the iPhone 15. want to return it back but outside of the buyers remorse. senbd request for approval . to return the phone and not paying it anymore. //

9/23

9/17 / 2024

-cancellation request on close date on the line end with 5138 // 980263318 -the line (919) 452-1626 device flag us stolen / undelivered when it wasn't supposed to be . requested to removed blocking, T-R // 100888729 -handset research for the iPhone 8 . gaborsky@gmail.com / 3587 6298 3633 226. was send last 10/10 // 228746396

What: otc Why: bill charges Adj Amount: $67.00 Math: 67.00 Billing Cycle: current Approved By: carol d.

9/14 cancellation . (989) 359-9052 , (989) 359-9053, (989) 546-9512, (989) 246-4085, (989) 246-4435, 989) 359-9054, ( cx got divorce) // 256030572

8/19 still getting charge for the line doesn't have service/ activation was not completed. didn't get sim card at all, apply $55.00 toddy and the other $55.00 will be on ore before bill cycle generates on 8/20 // 993740409

Apple

Apple Watch SE 2nd gen 44mm - Midnight Aluminum - Midnight - M/L with 32GB

Full retail price = 329.99

Monthly Installment plan= $13.75

Estimated Upfront payment today = $32.52 ( taxes and fees are not yet included)

8/09

Request to removed international charges. set expectation / subject for approval call back; cx for an update on or before here due date //232030334

cx requested to reactivate the line 2250 ( new line ) and to have the promotional credit back. however, cx wants to transfer the promotion on the line 4410 . subject for approval.// 999 458 058

7/19 cancellation request on tablet line, no longer need it. // 966436819

apply $30.00 remaining credit ( still get charge for the lines that suppoed to be cancel 3 months ago.// 991944742

cx wants to use the $87.88 credit balance as payment for taxes and fees in upgrading a phone / use trade in value as// 970301270

7/15

make your his service is active . will pay manually on the 18th// 976127994

7/8

Michelle / monthly to month lease charge removal update/ 806767311

Kevin // $200.00 rebate card/ plan not qualify/ educ that we will give a try to send promo esca. set expectation on how the offer works, don't want to make any changes // 963125377

Cx made a plan change in the middle of the bill cycle. pro rated charges added. set expectation about the charges . want to removed the additional charges . ( subject for approval ) cx only want to pay $164.00 / 970185314 / follow up

7/09

PA extension, can pay on Thursday. set expectation. follow up check service within 24-48 hours// 982290681

Awesome 1 Thank you for your time here and we appreciate you being a loyal customer here,

Just a quick run down of what we have accomplished today, we were able to glad we're ablet o help you check an option on how you can have your services restore, provide you details on how you can unlock your phone, we're able to set up payment arrangement o keep your services active and we're able to set up e-Sim on the line 7115.

7/05

cx want to cancel watch line as it's lost stolen, don't want to pay for the services and the installment plan, request to removed the charges on the device. subject for approval // 995784863

cancel watch line on the 5th of July, cx don't use the watch/ no usage. only has 1 watch line on the account// 983436841

cx requesting to removed restore fees on all 3 lines, set expectation that this is a valid charges . subject for approval// 960383190

7/04

cx want to cancel watch line as it's lost stolen, don't want to pay for the services and the installment plan, request to removed the charges on the device. subject for approval// 995 784 863

7/02

promotion for free iPhone 15./999191793

cancellation request on tablet line (915) 244-1521 will take effect on the close date // 957920117

7/01/2024

waiting for the update for the request to waived the $100 price  fee in fixing his phone // 965 919 43

6/29/2024

file ERR. cx don't want to use the line 0226 in brazil, he'll be staying there for good./ 102717210

4/12

OTR request on the line 6710 subject for approval/ never authorized to activate the other lines/ requested for fraud// 997042790 ( done)

offer to cover restore fee// 224040930

cx wants to do an upgrade with zero down payment. want to get the Samsung Z flip 5/ subject for approval. call cx for an update.// 992330063

4/13/2024

check if the phone attach on the line 7428 359209651313177 can be alraedy unlock this coming 4/13.// 992330063 / unable to proceed with the unlock , unable to pull up cx account/ accidentally set a follow up on a wrong account

4/18

cancellation request on the line 2451 will take effect on 4/18/2024// 822706356

4/16

cx got charge for the router that he never received ( cx request for a replacement but never received it got charge for it) set expectation, duc cx to get or visit at the store to get replacement and will call him eto verify the charges after / 989533990

4/17

check PA if it's already expired/ call cx to help her set up a new one// 230023692

4/18

cancellation request all lines on the account except the line 4133285209// 995921618

put sim blocking, won't allow to send a pin. follow up and call cx to proceed// 959732840

cancellation request on tablet line on the 18th// 972396273.

cancellation request on the line 2451 will take effect on 4/18/2024//

4/19

check if cx current PA falls off already and can set up new arrangement, call cx on 4/19 to verify. // 245000287

4/22/2024

Cx has issue with her apple watch line . already perform basic troubleshooting with technical team under the ticket number 76834542. cx cx service within 24hours again/ 100699091

initied refund. cx charge twice/ autopay and cx manually make a payment/ 993330225

look for a pormotion cx don't want to pay for the iphone 14 as she traded it in via apple, call cx within 72 for the update / 971804008

[7:19 AM] Gonzales, Merryrose I understand that the screenshot you've shared indicates you should be receiving 50GB of data for $10, but your account is currently reflecting only 500MB.

I see that you were expecting 50GB of data for $10 a month, but it appears your account is currently showing only 500MB. To ensure we address this issue accurately and explore the best available options for you, could you please log in so I can access your account details? This will help me to thoroughly check the issue and your usage to provide you with the most suitable solutions."

5/02

is a measurement of the rate at which customers stope ding business with a company

high church: low activation rat

proactive retention

visual audit> explain>i'll fix it

How to Handle Customer Churn Triggers

The Retention Guide gives tips on how to investigate and resolve customer issues for some of the most common cancellation reasons.

experience research resolved competition ( new cx has better offer hardship

7/14

cx order a phone with new line however new still not showing ion here account even though she got the new phone . tried to add a line today however transaction rejected . call cx to initiate adding new line // 257033756

refund request for manual payment made for the amount of $161.55 card ending in 7875 / 982353019

cancellation request on the 14th of july for the watch line. no longer need the line as the device is paid off/ 988458498

-Sometimes, customers leave out of frustration after they've had a bad experience with T-Mobile. This could be a previous negative interaction, ongoing promo issues, bill confusion, etc. This is most important when dealing with customers new to T-Mobile. When their first experience with us is a negative one, it's important we take steps to regain their trust. In these instances, first, solve their issue and address their reason for frustration.

-You activated within the last 30 days and the switcher offer was denied due to “The submitted bill did not include the required information. Example: No EIP found on the bill details are not present on the uploaded image. (362).” You’re looking to reactivate with your previous provider and want to know what it will cost to get out of your current EIP plan with T-Mobile..

-1st: Open the Retention Guide and Cancellation Steps in C2 and begin there.

This is a promotional issue. Pick up on the churn clues. Show empathy and build their trust. Pivot The Conversation to Support: Acknowledge the customer’s request and assure them you can take care of it. Investigate the Root Cause. Gain permission to solve.

-Follow the steps in C2: Switcher Programs Issue & Denials > Reimbursement Denials. Explain that you can help them meet the requirements and resubmit. Check the T-Mobile Promo Tool to review the documentation provided by the customer using the Uploads button. Verify the documentation clearly shows: Customer's name Mobile number ETF (if applicable) Device payment plan details (phone model, financing start date, remaining number of installments, remaining balance) If YES, engage your Coach to create a manual submission on behalf of the customer. Positioning Statement:

"Great news! We were able to fix the promo issue, and you’ll see it on your next bill.”

i can't get service in my house and i'm missnh omportant calls

They get the very best value and very best experience with T-Mobile. They can take advantage of our premium rate plans that never slow them down based on how much data they use. They are packed full of the best content and services, including the best entertainment bundle in wireless on Go5G Next.

trigger statement which causing the cx in cancelling a line such as:

-why my bill is too high -Not getting any services at their current address

• previous statement

For the T-Mobile App

-Open the app and tap Account. -Tap the picture of the phone. -Tap the Plan details tab at the top. -Tap Manage data & Add-ons at the bottom. -Select the plan or service, click Continue. -Review the summary and click Agree & submit.

For My T-Mobile:13

-Go to My T-Mobile and log in to your account. -Click the ACCOUNT tab at the top of the page, or click Manage Add-Ons in -the "I want to" box. -Expand the line you wish to add the data pass to. -Select Manage Data & Add-Ons under that line. -Select the desired data pass from the list and select Continue. -Select a date for when the data pass will start. -Scroll down and select the checkbox next to the pass you want to add. -Select Continue. -Select Change Date to choose a start date for your pass.

-Mobily -Zain -stc

Just a quick run down of what we have accomplished today, we were able to;

-Provide you details on why your bill went up after adding a line or device in the middle of your bill cycle -We're able to cover the pro-rated charges and the protection 360 -We're able to request to cancel your tablet line to lower your bill down -set up a follow up call back to review the charges and if there's any changes after you visit at the store.

Great ! we really appreciate your time here reaching us out. please stay safe and have a good one!

Awesome !

Just a quick run down of what we have accomplished today, we were able to; check the status of your trade in device and was confirmed that we already received it and it is now under validation by the warehouse to make sure that the device has no physical or liquid damage.

We really appreciate your time here, Deanna.

Just a quick run down of what we have accomplished today, we were able to;

-Provide you details on how you can get Hulu Feature and how it works -We're able to provide you option to do a rate plan change for you to take advantage of the Hulu -We're able to send you redemption link for Netflix for out to redeem it back

5/25

refund request for the $282.00 tomorrow as soon as the payment alraedy reflect. cx wanst to set up PA after the refund. call cx tomorrow to process refund

cancellation request on watch line/ rwason/ no longer using the device./

5/29

apply $7.00 credit for netflix // 978144522

International charges on the line ending in 8125, cx said he never call international and he is using whatsapp. charges did show up on the bill charges as bill will genarates on the 26th, call cx on the 26th to validate the charges. / 961805942

Also, Just in case you'll be making call to other other country, We do suggest to add Stateside feature which includes unlimited call to other country and it will only cost you $15.00 that is good for one month.

We did see here the conversation you had with ace about monitoring or removing the charges and there might be a possibility that the request is still pending and just waiting for an approval since this charges is valid.

Right now, what we can do here is to cover the $20.00 while waiitng for the approval, will this works for you?Just

Moving foward,

Thank you for patiently waiting, we can see here that you has a total of 60 days past due and as we carefully check and reviewed your bill here, for the last couple of your arrangement, we're unable to settle the amount payment required as we are only paying it partially reason why your bill went up, also we can see here that there's a refund request the is completed which makes the payment backout.

Right now, we can definitely set up a new payment arrangement if you nee more time paying your bill, all we have to do is to pay the minimum payment required which is $232.68

Key takeaways;

-We've learned the Guidelines about outbound call handling policy, on when we can call the customer depends on the scenario. we can call customer especially when they are frustrated and reaching us out multiple times with the same issue -We should let the customer know that the call is being recorded for quality training and security purposes only before we provide any details. -also, we can call the customer if they requested to. -We proactively offer assistance to the customer as long as it is still part of our scoop and if they're unable to authenticate their account via chat. -Also, we must have to place the customer on a proper hold or mute and let them know the reason why, like we are checking any further details on their account. -It is important to let the customer know if we are about to transfer them over to technical support team for an advance triublshooting and provide expectation about the wait time.

credit update for apple watch / 902 601 407 check services tomorrow/ has a local site issue on the address: 233 Dodge Street New Shoreham RI 02807 / 984609809

-Ensure you have an active internet connection.1- -Verify that you are entering the correct phone number and country code. -If you receive an error message, follow any instructions provided by WhatsApp. -Try restarting your phone. -Update WhatsApp to the latest version from your phone's app store.2 -Clear the cache and data for WhatsApp in your phone's setting

-Log in to My T-Mobile . -Select Usage on the top navigation to see Usage Overview. -Select the arrow to view the desired categories usage by line:. Data International Data Messages Calls Data Pass -Select the line you want to view detailed line usage for Data, Messages, and Calls. Tap different monthly usage bars to view that month’s usage cycle. The last 3 cycles and the current usage cycle will be selectable.

And for the special offers or deals we have here BOGO $700 Off with New Voice Line, Buy one Apple iPhone 15 series or iPhone 14 series device on Equipment Installment plan, activate a new voice line on an eligible rate plan, and get up to $700 off a second Apple iPhone 15 series or iPhone 14 series device.

Just a quick run down of what we have accomplished today, we were able to;

-check your bill charges and provide an option on how to lower it down -We're able to cancel the lines effective today and cover the 2 month you're paying for the device- -We're able to help you look for any special offer like BOGO you can take advantage off and provide you details on how it works

By any chance, would there be anything I can help you with today?

Phone plan for 5 lines = $160.00 protection 360 on 3 lines= $50.00 Total Equipment charges= $131.99 Discounts & Promos= --$37.93 taxes & fees = $28.20

Total monthly bill charges= $332.26

To change your voicemail messages, please follow these steps:12

-Access Voicemail

From your T-Mobile device, press and hold the 1 key or dial 123 to access your voicemail.

-Enter PIN

If prompted, enter your voicemail PIN. You may receive an SMS with your PIN if you haven't set one up yet.

-Navigate to Greeting Options:

Once in the voicemail menu, follow the prompts to reach the option for changing your greeting or message. This option may vary depending on your specific voicemail service.

-Record New Greeting

Follow the instructions to record your new greeting. You can usually listen to it before saving to ensure it's exactly how you want it.

If your signal is showing "E" for Edge, it indicates that your device is currently connected to the Edge network, which is a 2G technology.

Plan- Go5G Plus for 4 lines = $240.00

Services ( includes protection 360 and the netflix) = $60.99

Equipment charges = $82.92

total bill charges less the Discounts & Promos -$98.67

Go5G Plus for 2 lines = $160.00

• Line 3033046612

Protection 360 Tier 5 TE = $18.00 iPhone 14 - Purple - 128GB= $5.00

-Line 3039563696

Protection 360 Tier 5 TE= $18.00 iPhone 13 - Midnight - 128GB = $13.12

-Line 2858029 ( additional line ) = $40.00

-Line 7202897447

Protection 360 Tier 5 TE = $18.00 iPhone 13 - Midnight - 128GB = $13.12

-Line 4239437508

Phone plan = $35.00 Lease Month to Month Charge=$29.00 Protection 360 Tier 5 TE = $18.00 iPhone 14 Pro - Deep Purple = $41.67

-line 4239437664

phone plan $35.00 Protection 360 Tier 5 TE = 18.00

-Line 4239437665

Plan $35.00 Protection 360 Tier 5 TE = $18.00

-Line 4239636461

Phone plan = $35.00 protection 360= $15.00

-Line 4239639841

Phone plan = $35.00 protection 360 = $18.00 iPhone 15 Pro Max - Natural Titanium= $50.00 IPHONE 14M PL 128 KIT = $4.17

-Line 4239678286

Phone plan = $35.00 protection 360= $15.00

Taxes and fees= $46.20

Thank you for your time here and we appreciate you for being a loyal customer here for almost 10years now you really much appreciated !

Just a quick run down of what we have accomplished today, we were able to, initiate adding a new line ( which transaction rejected) we're able to set up follow up an initiate adding a line again tomorrow.

We're able to provide you your bill breakdown each line and was able to verify the remaining installment left on your iPhone 14 pro. deep purple .

Angel Taylor// 999617765 set up follow up. payment extracted want an extenmsion

Valerie Ortiz / 953569381 refund for the $171 payment today. wait for the payment to be posted

07/12/2024 Bill Cycle Charges $133.76 ( you only paid $106.09) and you have remaining unpaid balance of $27.67

07/13/2024 you have past due of $106.06 plus the restore fee of $22.75 = $128.84

07/21/2024 you made a payment of $64.42 ( you have unpaid balance of $64.42)

08/12/2024 Bill Cycle Charges = $142.06 plus the past due balance of $40.26 from previous bill = $182.32 less the $20.13 payment today. current bill charges = $162.19