TL CARLO SPIELS · Offline Notepad

###MISINFORMATION

I am happy to note your account of your intentions to pay. I already collated and added notation as reference and to report what happen.

I am part of T-mobile, and your previous experience is also my responsibility. That is why I am carefully sifting through the notes so I can give you the most accurate information I can find about this concern.

Thanks for bringing this up to our attention and we would love the opportunity to earn back your trust!

Misleading information are certainly not what T-Mobile advocates, confusion is the least thing we want you to experience with. I am with you on this, and I personally don't tolerate such actions so I am filing an incident report for the rep you spoke with to make sure this would not happen again in the future. What you feel is definitely acceptable. Anyone would feel that way being in your shoe.

Please accept my humble apologies for the inconvenience it has caused you. Please know that our goal is to provide you the service that you deserve and would recommend. We will never stop improving and we doing are best.

I am eager to turn things around. I appreciate that you have voiced out your thoughts about our service. We value your feedback and feedbacks are well appreciated as it's one of the million things that helps us a lot to know what needs to be improved.

I apologized for what have happened we are here for you we are grateful of you for staying loyal to T-Mobile. I already collated and notated on the account so that we can report for what has happened.

I really do apologize for the past experience. I hope that your previous experience won't affect your perception with T-Mobile as a whole. I'll do whatever it takes to make sure that your overall experience with T-Mobile would turn to satisfaction.

###ASSURANCE OF HELP

Anything for you! We aim for 101% customer satisfaction and I hope I have provided you one!

This is the very least thing I can do to help. You've been experiencing a lot already and I hope that somehow I was able to ease the burden.

Please know that we are always here for you. Always find the best way to give you satisfaction all through out your stay with us.

Please don't mention it. This is the least thing I can do to help!

Anything for you! I bet you are enjoying the best of your life wherever you are.

We know how tough our situation is and the best thing we can do here is to help each other.

I want to make sure that I can make amends by providing you an excellent service. And I hope that whenever you think about T-Mobile, you will always think about your conversation with me.

I know it hasn't been a smooth sail, but you have our commitments that you would have us here to make sure you would be getting only but the best moving forward and we don't want this experience to affect your relationship with T-Mobile.

I really do apologize for the confusion and this is not the experience we want you have. I hope you give me a chance to redeem myself.

For all honesty, if this is something that I can tweak, I'd do it in a heartbeat and with no second thoughts.

I am so sorry it had to reach this point but I'm glad I got you because it is my responsibility to tell you about the options we can provide. We want to keep your faith in us in T-Mobile so what we can do is

I know this may not be the most favorable option but I hope you felt my sincerity in helping you in my own little way.

Thank you for bringing this up to our attention and we would love the opportunity to earn back your trust!

We're delighted to hear that from one of our valued customers. We'll make sure you'll have better than ever service moving forward.

###HOW TO ANSWER CUSTOMER HESITATION FOR ESCALATION

I know the urgency of your request. Your request is beyond what we're able to do for customers. This is the reason the issue was escalated for us to get the best option. Rest assured that our goal is to help you on this and we just need to wait for the approval to be completed.

Got it! These is the reason why we escalated the issue for us to seek help with our higher management. Please know that we are always here for you. Always find the best way to give you satisfaction all through out your stay with us.

We apologize for not meeting your expectations. My goal is to help you on this as soon as possible. With the current set up, we just need to wait for the result of escalation.

Your opinion matters and we will always looking for ways to improve the customer experience.

Thank you for the insight. It will help us to tweak a more positive future interaction to our customers.

###TEXT RECOVERY

Due to security and privacy purposes, T-Mobile does not store this kind of information and the At the moment, the only information that we provide to our customer is usage (specifically time, date and number in contact). This information is available on the Usage tab. If you need the content of a text message, this option is not available.

This is an understandable question. For privacy reasons, we don't store the content of text messages. However, your usage records do include the time stamps and phone numbers for incoming and outgoing messages - so while the content isn't there, you can access a log on the detailed view of any of your statements, which you can download from MyT-Mobile. I hope that's helpful!

But no worries, I will take your concern as feedback and bring it to our higher management for us to check if this will be available in the future. We receive several contacts with the same request and this will help us improve our service to our customers. In case this becomes available in the future, rest assured that you will hear some news about it.

###Bill cycle change - https://c2.t-mobile.com/docs/DOC-415656

I have some few reminders about the due date change to ensure that you're aware how it works.

The change will not impact the current balance due date since there would be a transition to migrate the new due date. You will need to pay this ______ on the current due date which is ______ or set up a payment arrangement on that date to set an extension if you need more time to manage your budget. But all future bills will be due on the _____ of the month.

Please take note that we can only change the bill due date once in the lifespan of the account. Since we will change the bill due date, we will change the bill period( plan renewal and close dates of your bill). Due to this, there is a transition period for us to align it to the new due date. You will receive two bills. One bill is the transition period cycle which is shorter as it is for the number of days it is migrated to the new due date and another one as regular monthly bill . Are we good with this reminders

Please take time to read the above reminders before we proceed with the change.

###SIM/ESIM UPDATES
C2: https://c2.t-mobile.com/devices/order-and-change-a-sim-card

Wow! Congratulations for your new phone. Which line are we going to activate Esim/Sim?

What is the model of the new device you wish to activate?

####PHYSICAL SIM Can I have the new 19 digit sim card number that starts with 8901 and ends with the letter F?

####ESIM:

For us to generate a QR code or activate Esim, we would need the EID and IMEI of your device.

To get this, you can go to Settings> General> About> IMEI and EID (iPhone)

Go to Settings> About> IMEI and EID (Android)

Can you locate it for you?

#####Reminders:

######ESIM Make sure that your new device is connected to wifi. You may receive a notification to your new phone to download your E-sim profile. Please reply to accept it.

If the old phone is not available to respond to the text, we need to wait for 10 minutes before it push the change and before we test it. I'll make sure to stay with to make sure it is fully working. Sounds like a plan?

######PHYSICAL

Done with the sim card update! Please reinsert the new sim card on your phone or if already inserted please turn off and turn on the device. You'll receive a text notification and services will be fully functional within 2 hours after the sim change.

###SCENARIO CX NEEDS TO VISIT A STORE TO GET SIM CARD

We know the urgency to get this activated. The best option to get a new one is to visit a store and buy a sim card. Once the order is completed, please ask the store representative to update the sim card on file to transfer the existing phone number and services to the new sim card. This way, your phone is fully activated after your visit.

###THINGS TO REMEMBER WHEN ACTIVATING ESIM

When activating ESIM, ask for IMEI and EID. This is because we can easily check the status of EID if Esim is activated or not.
Customer must reply to text to immediately activate it. If old phone is not available,, you need to wait 10 minutes before we test it.
If after 10 minutes and the phone is not working, check EID if RELEASED Status. If Yes, cx needs to scan QR Code (see device steps on how to scan QR).
If still not working, ask customer to check Esim Profile. They need to make sure that it is set to Primary or toggled.

###HOME INTERNET

Why I can't get HOME INTERNET service at my address while my neighbors have it?

We want to be transparent and honest with our customers. Home Internet service is still on testing phase for roll out to all our customers. Our engineers are still working on the towers in your area to ensure that it is stable and get the speed our customers need to prevent congestion. Our network is growing and our engineers are working 24/7 to upgrade existing towers for this Home Internet. We can add you to our waiting list. When it is ready in your address, we will notify you to participate in the program. Shall I add enroll your email to the waiting list? OVERCOMING HOME INTERNET ADD A LINE

###PROACTIVE ADD A LINE FOR HOME INTERNET

Glad that we resolved your main concern. I also reviewed your account and found out that you're billing address on file is eligible for our Home Internet service. You can get our special promotion were you can try it for free for 15 days and get a refund if you cancel it within the said time frame. We want to make sure that you right fit to this Home Internet free test drive program, I am going to ask some questions. Would that be okay?

Not all data usage is the same. Activities like gaming and streaming can require more data resources for the best experience. Outside of Internet surfing, email, and social media, how do you use the Internet?

How often are multiple users using the Internet at the same time while at home?

Don't forget to use the hashtag #HighSpeedInternet, #HSI, or #HomeInternet in ALL of your conversations related to HSI

###For all Plans: (https://c2.t-mobile.com/offers/12ec5)

I took the liberty in checking your account and glad to let you know that Home Internet is available on your location. The best part of it, is that you can take advantage of our on going promotions.

Right now, we are offering $50/month with Autopay instead of the normal $65/month. You can also take advantage of getting a $100 rebate! Would you be interested to learn more about it?

For Premium Plans Plus/Next Voice line: (https://c2.t-mobile.com/offers/c779e)

Glad that we're able to resolve your concern today! I'm happy to inform you that your account is eligible to get a Home Internet. We currently have an on going promotion for customers whose currently on Go 5G Plus plan!

You can get the Home Internet for only $40 a month plus a $100 rebate if you will add a Home Internet line on your account. Would you like me to discuss further this amazing offer?

###OVERCOMING HESITATION:

Oh you have nothing to worry! We get that this is a big thing that you may need to decide further. We`ll give you a 15 day trial to test the greatness of our Home Internet!

After you sign up today, you can use our service worry-free for up to 15 days. If you are not completely satisfied, we will give you your money back! How's that sound?

###BACKOUT PAYMENT

When you made a payment, it is posted to your T-mobile account and we sent an authorization for approval to your bank. It may immediately deduct to your credit limit of your bank/card account . But when the approval is finalized and your bank denied, it will be returned unpaid. Clearing of the payment may take up to 7 business days depending on the response of each bank. If bill cycle is not yet close or the new SOA (Statement of Account) from your bank is not yet generated, it may not yet reflected.

###ChangeAddressOrder /Change Order's Delivery address with missing Apartment number

Thanks for the info. My goal is to make sure that the package will be shipped to your address.

You're correct. We see that the apartment is not included. But no worries, there is another option. When the package is shipped and handed to UPS, you can easily add the apartment number using UPS myChoice. Just to verify, do you have a UPS mychoice account?

No worries, I am your angel to guide you on the right path. Once you receive a notification for the tracking number, you just need to visit this link.

https://www.ups.com/us/en/track/change-delivery.page

Were you able to access it?

###SELF HELP

Thank you as well for choosing T-Mobile! You may track the package via the T-Mobile app's homepage by scrolling to and tapping Track shipment, or by going to https://www.t-mobile.com/order-status

A physical signature is required for order delivery.

###ACP - Affordable Connectivity Program (ACP) https://c2.t-mobile.com/plans-features/affordable-connectivity-program

We want to be transparent and honest to our customers. Currently, T-mobile do not participate with ACP(Affordable Connectivity Program). This program is offered by Metro by T-mobile. You would need to visit a Metro Store to complete the submission for your application. Just to verify, have you been approved by national verifier?

If not, you need to get approval from the National Verifier of your eligibility prior to completing the Metro by T-Mobile application. You will receive notification from national Verifier about your application has been approved. That is the time you would need to visit a Metro Store to complete the application.

Once your application with Metro is also approved, Metro will provide you a one-time coupon of $30 to use toward first month of Metro service.

What I can do is to locate a nearby Metro store in your area. Shall I locate one for you?

https://www.metrobyt-mobile.com/storelocator

###MAGENTA STATUS

https://c2.t-mobile.com/departments/t-force/talking-points--magenta-status https://c2.t-mobile.com/news/care/magenta-status-one-stop-shop

Magenta Status is just part of the deal when you have a T-Mobile Phone plan. While overall benefits may differ based on a customer’s plan, every new and existing postpaid phone or prepaid phone T-Mobile customer, small businesses included, gets Magenta Status.

I’m on an Essentials/T-Mobile ONE/Simple Choice/Prepaid plan. Do I qualify?

Yes. Every customer on an eligible T-Mobile Phone plan gets Magenta Status. Keep in mind, some benefits like streaming and in-flight Wi-Fi benefits vary by rate plan.

I’m a T-Mobile Home Internet customer but I’m not on a voice plan. What do I get? . You’ll still get upgraded experiences like deals and perks every week with T-Mobile Tuesdays, VIP concert & event experiences, and all the great benefits that come with your rate plan.

Is there an Operating System requirement to use T Life?

Yes, at minimum you'll need to be on iOS 16 or Android 9.

My phone is not able to update to iOS 16/Android 9. What do I do now?  

We would love for you to experience the best we have to offer and get you into a new device for a great price. Let's check your account for any upgrade options. You'd experience a new device and continue to get in on our Tuesdays thankings.

For starters you get premium hotel deals & experiences, refuel or recharge On Us when returning a rental vehicle, $5 Movie Tickets every month, more thanks with T-Mobile Tuesdays, more Entertainment with Live Nation and the leading value in Wireless! 

You can visit this link as additional referring for list of perks you can get with Magenta Status.

https://www.t-mobile.com/brand/live-stream?icid=MGPO_TMO_P_24MGSTATUS_474B1BFE18D4D02038197

https://c2.t-mobile.com/departments/t-force/talking-points--magenta-status https://c2.t-mobile.com/news/care/magenta-status-one-stop-shop

I’m on an Essentials/T-Mobile ONE/Simple Choice/Prepaid plan. Do I qualify?

Yes. Every customer on an eligible T-Mobile Phone plan gets Magenta Status. Keep in mind, some benefits like streaming and in-flight Wi-Fi benefits vary by rate plan.

Is there an Operating System requirement to use T Life?

Yes, at minimum you'll need to be on iOS 16 or Android 9.

My phone is not able to update to iOS 16/Android 9. What do I do now?  

You can visit this link as additional referring for list of perks you can get with Magenta Status.

https://www.t-mobile.com/brand/live-stream?icid=MGPO_TMO_P_24MGSTATUS_474B1BFE18D4D02038197

###SEASONAL SUSPENSION

We are suspending your line to prevent unauthorized usage without having to cancel service and incur additional fees. By continuing to bill for a Monthly Recurring Charge, it ensures you remain on your existing rate plan and promotions, as well as reserves your mobile number.

Charges are prorated when suspending and restoring within the same billing cycle or suspended for less than a full billing cycle. Each line suspended is charged a $10 monthly suspension fee. The remaining lines will be charged the normal monthly recurring charge.

Accounts must remain current and up to date with payment. If suspended for non-payment, restore fees may apply. To keep suspended accounts current, payments can be made by AutoPay, calling Customer Care, or on My T-Mobile.

###TRANSFER TO TECH

We truly appreciate your time and effort with the steps we have done. We already exhausted all basic troubleshooting and we recommend that we connect you to our Technical Care team who have expertise in advanced troubleshooting. Nothing to worry, all information is already added to your account as reference. Are you available to receive a call?

###TROUBLESHOOTING

I am sorry to hear that you are experiencing issues connecting to the network, let me take a look and see what I can find out for you

It is not our intention to cause you any inconvenience, regarding the service and we definitely don't want for you to miss those important calls, We do appreciate your effort in waiting here on messaging.

Since you already got me here on chat, lets partner together to resolve the service issue. We will be conducting some trouble shooting steps.

May you verify the address where you experience the issue?

I am currently checking some reports here. While waiting, we will refresh your connection. May you put your phone on Airplane mode for 3 minutes while I do it in my end?

While waiting, we will refresh your connection. May you put your phone on Airplane mode for 3 minutes? You may get disconnected if connected to wifi but will be reconnected again once you turn it off.

###Local Site Issue

Thank you so much for holding, I was able to run a network assessment in your area and I found out that there is a reported enhancement on the area.

We are sorry that this impacts your ability to use the service. Nothing to worry, our technical specialist and engineering department is already working on getting the services restored the soonest possible time.

The good thing about it is that it was reported prior to our messaging and it's now being addressed by our site engineers. There is no ETA yet as of this time as work is in progress but rest assured that it's a priority one.

There is no ETR from the last update yet. For your reference, ____. But rest assured that we're doing our best to get this issue resolved as soon as possible. We appreciate that you also took time to contact us regarding the network issue.

###CANCELLATION

It pains me to know that you want to transfer to a different carrier. If its not too much to ask, may I know what is your reason please?

I want to do everything to get you taken care of right now. Let me look into your account and options, Shall we ? I am saddened to know that you wish to cancel a line. Canceling a line is one of the moves we don't want our customers to do. But no matter what, I want to make sure that you get the service you deserve from T-mobile. What line were you looking at possibly cancelling today?

For documentation purposes, may I ask for the reason why you wanted to cancel?

IMPORTANT

Check if cx is planning to keep the same phone number with a new carrier (PORT OUT) or the line user consider to start a new account (COR) 2). IF Tablet line, watch line or the line has a plan that cost $25 or less, offer to credit 2 monthly service and it will help the customer to think about it.

If there are devices and plan on promotion that will be affected.

###IN CASE THERE IS DEATH :

Please accept our most heartfelt sympathies for your loss.. Our thoughts are with you and your family during this difficult time.

Words seem inadequate to express the sadness we feel about “name of deceased” death. We are here to support you in your grieving process with sincere sympathy.

Sending healing prayers and comforting hugs. I am so sorry for your loss.

###SAVE ATTEMPT

By the way, in any chance, will you plan to add a new phone line in the next few months? I just wanted to check because if we cancel this line and someone wishes to join your account it will cost another activation fee. It would save you some money down the road if we just convert to a regular phone line.

Do you happen to know if someone in your account planning to get a watch or tablet soon? I just wanted to check because if we cancel this line and then one of the lines decides to get a watch or something to pair to their phone, you would have to add a line which would cost another activation fee. It would save you some money down the road.

It is always best to stay connected with a device you can use anytime instead of looking for options in the future. We coordinate this to our support team and as a courtesy, we can offer to cover 2 months service. We can apply ______ ( monthly charge cx wish to cancel) to cover the charge of the said line on your current's bill. Then we can apply another one next month to fulfill the agreement. This will allow you to think if you really need or not. This offer is only valid during our conversation. Do you agree with this set up?

###REMINDERS OF CANCELLATION

Just to set your expectation, the cancellation will happen at the end of the cycle which is _______. The cancelled line will not be billed on your next billing statement with the "Exception" of any usage or one time charges incurred through today, such as international usage or market purchases. Once the number has been cancelled, the login of that line will no longer have access to your My T-Mobile account through your app or online (if you have one). In case you change your mind, the cancelled line within 60+ days must have a new SIM card to resume service. Any existing promotion may be lost. Are you okay with the above reminders?

###TRADE IN

When you place the order online or through mail delivery, the trade in can be applied within 2 billing cycle as we would need to wait for your trade in to arrive to our warehouse. To get the best experience for the process, we recommend to visit a store as they can easily inspect the device and apply the fair market value towards to the downpayment. How do you wish to proceed?"

###International Roaming /SIMPLE GLOBAL

C2: https://c2.t-mobile.com/docs/DOC-415069

####Prevent International call charges

We want to make sure that you will be able to avoid unnecessary charges when using wifi call using 3rd party apps line Facetime, Facebook Messenger, Whatsapp, Skype or other. Do not use wifi calling as it only works for free when you're located in US calling a phone number in US. You can put your phone on airplane mode before completing the call. Once done, you can turn on wifi to connect to any available wifi connection. By doing this, you can ensure that you're using wifi. Also, it will avoid routing the call to cellular connection even if you move away from the router or get disconnected from wifi connection.

As long as the call is app to app ( example: WhatsApp to call another WhatsApp user), it is free as it is counted to data usage. However, since this WhatsApp requires high speed data, the included data while roaming is only 128 kbps which is slow, the WhatsApp may not work. You may consider connecting to public hotspot/wifi in hotels, restaurants and other to use this Whatsapp. You can put your phone on airplane mode before completing the call. It is also best to read first the prompts and notification when making a call as WhatsApp will prompt message "This call cannot be completed through the app and will be routed to regular calling". If that happens, please cancel it to avoid charges.

Oh! Please keep safe and enjoy your stay abroad. Checking if your plan includes coverage and possible rates. One moment.

###FOR EUROPEAN COUNTRIES On Eligible plan

While travelling in (Austria, Croatia, Czech, Germany, Greece, Hungary, Macedonia, Montenegro, Poland, Romania, Slovakia), you can use 5GB of high speed data, free text and calling at $0.25 per

minute applies to incoming and outgoing calls to/from any Simple Global country, including the U.S.

###NON EUROPEAN COUNTRIES ON MAGENTA/higher or equivalent

Good news! Glad that your plan includes International roaming benefits. You have free data access at 256 kbps and free text. But calls are 25 cents per minute (both incoming and outgoing).

###PROACTIVE TO ADD INTERNATIONAL ROAMING PASS

You can upgrade your roaming plan if you wish. Shall I share more details about roaming pass?

###CX REMINDERS

You need to dial #766# to enable international data roaming once you land there. You can also visit this link as a reference for setting up your phone when travelling abroad. https://support.t-mobile.com/docs/DOC-2182

Before you go back to US, you can also turn off data roaming by dialling #763# to make sure that it won’t connect to any other countries.

If you would like to verify the information I provided, you can use this link.

https://www.t-mobile.com/coverage/roaming

###I ADDED INTERNATIONAL PASS, WHY MY CONNECTION IS STILL NOT AS FAST IN US?

T-Mobile has agreements with several carriers in most countries. T-Mobile can't guarantee the quality of the signal, service, or functionality of your features as some carriers have different technology installed in each towers. The same factors that can affect service while in the U.S. can impair service while abroad. But let's check if we have a service partner that offers high speed data to the country that you're currently visiting. May you let me know what country are you currently located?

###ADJUSTMENT

###APPLIED ASJUSTMENT Done with the adjustment! You can refresh your online access and when done tap Bill tab or go to your phone homescreen to call #225# to verify the new updated balance after adjustment. Can you check?

###DEVICE REPLACEMENT

While I check your account and for documentation purposes, may I know the reason why you ask this info?

Does your phone have any physical damage like cracks?

###CLAIM

In order to initiate the claim process, you have the option to visit the https://mytmoclaim.com website for a quick one time process or you can call them directly at 1-866-866-6285 for the Assurant Claims Center.
Were you able to access the link? https://c2.t-mobile.com/docs/DOC-421080

###IF DAMAGE: FILE CLAIM IF Only Malfunctioning no Damage: Warranty Replacement

We really want to help you with this. For this one, the best option we recommend that you contact the manufacturer if they have a repair center that can fix the phone with a fee. I can share the contact number of the manufacturer. Do you need it?

Advisement: You have within 90 days of the incident to file your claim with Assurant.

Lost/stolen claim - We can suspend the line to prevent unauthorized usage. Do you like to suspend it?

Damage claim - You have 10 days to return the damaged device after receiving a replacement to avoid non-return fee.

###Why I need to pay Deductible?

Deductible or co-pay is required as Assurant only covers a fraction of the cost of the phone. Instead of getting a brand new phone as replacement, Assurant only ask you to pay a fraction of the cost to get a replacement. The Protection 360 feature also includes a lot of benefits like Jump upgrade benefits, Tech PHD, McAfee Security, Apple Care services, Screen protector replacement and extended warranty.

Self Service: You can also visit this link as a reference guide or if you need more information . https://support.t-mobile.com/docs/DOC-1275 #Bill cycle change I have some few reminders about the due date change to ensure that you're aware how it works.

Please take time to read the above reminders before we proceed with the change.

###UNAUTHENTICATED NOT AUTHENTICATED/Advise to call

We really want to help you with this. Our access here is based on the logged phone number. For this one, it would be best to call in. You can call 611 or 1-800-937-8997 and you will be connected to one of the Team of Experts who can access the account by performing a different verification. They will ask for your phone number, your first and last name and security PIN. Rest assured that they can easily access your account and __________.

###COR Existing: https://c2.t-mobile.com/docs/DOC-415528

Potential : https://c2.t-mobile.com/docs/DOC-439581

The current owner of the lines needs to release the numbers. Once release is successfully set up, that is the time the new owner needs to contact us. The new owner of the number may need to run credit and pay a deposit depending on the result of the credit check. We will activate a new account using the credential of the new owner where we will transfer the numbers.

You will not be charged an Early Termination Fee. But the transferred numbers will no longer have access to previous bills and call details on My T-Mobile. All information will start on the new account after the transfer.

###PORT IN

The phone number transfer/port-in could take up to 2 or more days to complete depending on the complexity in transferring the number and if no error is encountered with the request. You may experience dual service from both carriers and it is a normal part of the porting process. This typically lasts no longer than 24 hours after activation. In anytime you need to call 911, you should stay on call during the dual service period. The 911 team may not be able to call you back. Your voicemail will be unavailable until the port is complete.

We highly suggest that you carry both handsets during the dual service period. You will receive an SMS or text notification informing you that the port is initiated that will be sent to your old phone number. When port-in completes, another SMS is sent to you.

###SPANISH

You have reached the English Speaking Customer Care team. Do you wish to be connected to a Spanish representative? If Customer Agree: Send Spanish transfer

Gracias por conectarte con nosotros, favor de esperar un momento mientras te transfiero a los Expertos en Mensajería en Español.

$Mobile number Change C2- https://c2.t-mobile.com/docs/DOC-415644

###Probing Question:

We certainly do not want to keep you waiting. Thanks for sticking with us. We know that you like to get your number changed. Let's work on it. Before we proceed, may I know the reason for the request for documentation purposes?

Reminders :

I can definitely make this change for you! A few things to keep in mind: First, There'll be a $15 processing fee which will be billed today, A new voice mailbox will be created and old messages will be lost, call records for the old number will not be available through T-Mobile.com and you do not need to re-register.

Your existing password works with the new mobile number. Lastly, It will take 2-4 hours for the change to be completed with caller ID takes up to 72 hours. Are you okay to proceed?

After Change:

You'll receive a free text message with the new mobile number. Once received, please turn your phone off, then back on. Mobile number changes are completed within 2 to 4 hours. You can also call #686# on the phone to check if the new number kicked in.

###PROMOTION

T-Mobile never stops in creating deals that will be best for our subscribers. While were creating deals, you may check with our Tuesday offers you can get, one way of thanking our customers every week.

Promotion changes from time to time. So stay tuned for future promo. If we have a new promotion that fits you, rest assured that you will hear some news about it. You can also check our promo website from time to time https://www.t-mobile.com/offers/deals-hub for the newest updates about our offers, services and phones.

We have lots of better deals coming your way! I do see here that you’re enrolled in an automatic notifier so that once the new offers come up, you will be notified immediately.

USE THIS IF MID YEAR We'll wait for you there. I'll make sure to leave a note for what we have talked about today. For the next iPhone, Apple usually launches new phones every September or October but we don't have exact dates yet or what product they'll exactly release. Most of the phone's pricing may change too.

###SHAFT Here is an example of an ARM statement you can use to handle Terms and Conditions SHAFT concerns. - Everyone Please don’t copy and paste but use as a guide to understand how to respond to our customers. Acknowledge

Thank you for reaching out! This has been brought to our attention as this has came up on social media but good news there are actually no changes. Respond
We don’t have a new policy or changes in our terms and conditions and I can assure you that you will not be charged. We have no way to monitor or censor personal texts. Move Forward
Is there something regarding your account, device, or service I may help you with?

###DOWNPAYMENT

It’s important to us that we’re transparent and provide you with the best and most honest information. With devices becoming more expensive, down payments may be required.

Several factors were consider aside from the phone Full cost price and we require a down payment for pretty much all customers regardless of credit although how much varies. The other is they look at factors such as credit, account history, account tenure, payment history when coming up with how much down would be required for a phone.

Devices can be pretty costly; however, they are essential to how we stay connected with those who matter most. Downpayment do vary depending on a few account factors. There is a bright side; the more you pay upfront, the less you have to finance monthly.