Accounts Search Accounts Account Changes Account conversions guidelines Add a line requirements for Care Area code splits & overlays Billing address & Can Be Reached number changes Billing name, SSN, and birth date changes Billing Responsible Party and Authorized Users Change of Responsibility (COR) - Existing customer Change of Responsibility (COR) - Potential customer Deceased BRP account requests E911 address Ineligible Military Suspends Market transfer support Marketing contact list changes Mobile number changes MSISDN maintenance request overview MSISDN maintenance request steps Number Groups (NGP) by state Power of Attorney: Add, remove, or update Resume an account from cancel Suspend or restore accounts Account Management Account PIN/passcode support Active Duty Military account support Add a line order & SIM issues Archived Samson accounts BAN to BAN account impacts Bankruptcy support Care Voice of Customer (VOC) program Commercial Messaging (Short and long codes) Company Use & Event accounts Customer notification support Customer notifications Customer onboarding Dealer codes Employee Fraud SIM Block Employee Mobile Service Discount benefits Employee Mobile Service Discount issues Escalate issues to your Team Manager Extreme Roamer Reduction (ERR) support How to support returned or incorrectly received mail Memos & Special Instructions requirements Primary place of use (PPU) Resellers & Business/Gov. Contract Database Special and Employee account support Visual audits Adjustments Adjust bank fees caused by processing error Adjustment code index Adjustment Index: Billing/features/rerates Adjustment Index: Canceled accounts Adjustment Index: Equipment programs/fees Adjustment Index: Taxes and fees Adjustment Index: Usage Bill breakdown formula (MRC calculator) Bonus minutes/messages/megabytes Care courtesy credits Credit & adjustment support Credits & Adjustments: Code it Right Tool Sales courtesy credits Billing Magenta Complete: Promotion courtesy discount Accounts canceled by Payment Strategy and Operations or Fraud Automatic bill credits & discounts Backdate/future date/same day changes Balance transfers Bill Arrears billing Bill breakdown formula (MRC calculator) Bill Current billing Bill cycles Bill formats Bill release information Bill reprints Bill to Carrier Corporate node customers bill cycle mismatch handling Deposits Detailed billing Dispute process Disputed usage Domestic roaming billing & signal bouncing disputes Final Bill Estimator tool Final bill expectations & disclosures First bill expectations High balance account support: Consumer and Micro Business HINT Money Back Guarantee refunds support International long-distance disputes International roaming billing & disputes Late billables Late fees Missing or late bills Paperless Billing Premium SMS Refund Program Proration estimator PSO charges for Web & Virtual Retail orders Reading the bill Recurring Device Credits (RDC) Regulatory Programs & Telco Recovery fees Tax-free weekends Taxes & fees Third Party & T-Mobile branded carrier billed purchases Call Handling 2.0 Scoring Guide Accessibility & support for customers with disabilities After Call Work (ACW) Asking Personalized Questions Business with SSN support: Test & Learn only Call center emergencies Call type support Customer commitments & follow ups Customer complaints Customer recaps in Grand Central Customer requests employee information Dropped, garbled, & dead air calls Easing Concerns and Overcoming Hesitations Emergency (911, 112, 988) and misdialed 911 calls Emergency first responders & volunteers Escalation handling Follow up handling: Senior Experts Handling foreign language calls Hate speech, harassment, and excessive calls Hold & mute calls Illegal images iPerform Message delivery failure (SMS/MMS) Messaging: Customer unable to connect Next Best Action: Magenta Overview Outbound calls and texts Outbound calls: Cisco sites only Prison inmate calls ProgramX Experts/CSRs Protected customer separations for domestic abuse survivors Recording calls & messaging conversations Sprint biller call handling: Consumer Sprint Customers routed to T-Mobile TEX T-Force and Social Media TEX team language preference call handling Total Experience Transfer support Transfer support: Cisco sites only Troubleshooting process Troubleshooting with customer on device TTY & relay call support U.S. Virgin Islands (USVI) call handling Vaccination guidelines for T-Mobile Collections & Past Due Collection guidelines Collection holds Collection treatment Connect, collect, protect Convergent Outsourcing, Southwest Credit (SWC), & Alliance One Hardship Payment Program (HPP) support Hardship Payment Program: How to Position Ladex/suspend/cancel for nonpayment LiveVox automated outbound dialer collection calls Open & close calls: EGC Past due delinquent account changes Past due delinquent accounts Payment Arrangement Self Service (PASS): How to Position Payment arrangements Pre-Collect follow-up process Regulatory Compliance Procedures Write-off accounts Fraud Account Security Incident Response Call Handling Cyber Security Incident August 2021 Hurricane Ian call handling Incident response archived events Incident response call handling January 2023 customer information New Mexico wildfires call handling Political and Civil Unrest Call Handling Public Safety Power Shutoffs (PSPS) Ukraine call handling International & Domestic Calling & Roaming Disputed usage Domestic roaming billing & signal bouncing disputes Domestic roaming data Domestic roaming data passes High balance account support International calling & dialing International long-distance disputes International roaming billing & disputes International roaming passes International roaming setup Legal & Customer Relations Agreements & arbitration California Bill of Rights (CABOR) California Public Hearing Notifications Children’s data call handling Communications & Video Accessibility Act (CVAA) CPNI & PII information E-rate Program & SPIN Executive Response Team account support Granados v. 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City of Long Beach Class Action Lawsuit Media & legal inquiries Net neutrality Off-work customer contact Personal data: Rights and call handling Police report request Privacy call handling SMS content, civil documents, & legal requests T-Mobile Financial Privacy Policy Un-contract Webcam usage in CEC Payments Apple Pay and Apple Credit Card Support AutoPay Bill payment intercepts Cancel a same day payment Debit & credit card payments Electronic check payments Failed payments & negative file Mailed payments Missing & misapplied payments Online bill pay converted payments Pay by bank through web & app Payment # Payment information Payment support fee Porting and payments Puerto Rico Informative 480.7F form Refunds support Returned payments and credit card charge backs Scheduled & Future Dated Payments SIVR Payments Stored payment methods Porting Accidental or disputed number transfers BYOD software updates: Port-in Check and update a port request Dual service Eligibility query Failed Prepaid Legacy port-in support Migrate to T-Mobile: Eligibility messages Migrate to T-Mobile: In-Store Migrate to T-Mobile: Migration Desk Migration to T-Mobile Port eligibility failure reasons Port Out Authorization widget: Samson Port-in delays & incorrect charges Port-in requests Port-out requests Porting timelines & delays Sprint to T-Mobile: Welcome System Issues: NTC Porting Unlock and port Google Voice numbers Winback port in Wireless Local Number Portability (WLNP) Retention Buyer's remorse Cancel reason codes Cancellation quick guide Cancellations In-store cancellation steps Lifetime Coverage Guarantee Account Cancellations No Install Postpaid to T-Mobile Prepaid Retention Pilot Proactive customer retention Reactive Customer Retention: Save Guide and Procedures Special Non T-Mobile employee cancellation Special-Employee cancellations Self-Service Accessory-only orders: Self-Service Account activity: Self-Service Add a line or device to your account: Self-Service Add or remove services: Self-Service Bill support: Self-Service Billing or E911 address change: Self-Service Block services: Self-Service Change language settings: Self-Service Change line preferred names & Caller ID: Self-Service Check usage: Self-Service Contact Customer Care: Self-Service Disable My T-Mobile accounts Family Allowances: Self-Service Find your account number: Self-Service Getting customers digital ready In-Store device inventory Manage rate plans: Self-Service Manage your T-Mobile ID: Self-Service My T-Mobile / T-Mobile app permissions My T-Mobile account security SMS support New customer digital onboarding Order and change a SIM card: Self-service Order tracking: Self-service PAH Customer PIN/Passcode maintenance: My T-Mobile Pay your bill: Self-Service Payment Arrangements: Self-Service Primary Account Holder setup Privacy & notifications: Self-Service Refill your prepaid account: Self-Service Set up POIP: Self-Service Set up T-Mobile ID: Self-Service Shipping labels: Self-service Speech IVR: Self-Service Suspend service: Self-Service T-Mobile Benefits Statement: Self-Service T-Mobile Social Media support: Internal only Troubleshooting T-Mobile ID: Self-Service Upgrade & trade-in devices: Self-Service Use MyDIGITS portal USSD codes and self-service codes Voicemail on My T-Mobile Sprint to T-Mobile Duplicate accounts: Magenta Complete Magenta Complete vs. Migrate to T-Mobile Magenta Complete: Device Promotions Magenta Complete: Service Promotions Magenta Complete: Welcome Migrate to T-Mobile Migrate to T-Mobile: In-Store One Stop Shop: Magenta Complete One Stop Shop: Magenta Complete Non-Usable Line One Stop Shop: Sprint Consumer Sunset One Stop Shop: Sprint Forward One Stop Shop: Sprint Forward 2.0 Post-migration to T-Mobile support Reading the Sprint bill Sprint knowledgebase search (CST) Sprint to T-Mobile: Welcome Sprint Value Added Services comparison T-Mobile Network Access Program for Sprint T-Mobile Network Experience program for Sprint Verification Account verification and bypass Account verification: Care Account verification: In-Store Bypass handling Enterprise Government Collections (EGC) account verification Google Authenticator Mobile Expert verification No Credit Check (NCC) account verification One Time PIN (OTP) Token verification Verification by account type