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SIMPLE GREETING: MANDATORY With stated Issue: Thank you for contacting T-Mobile where you Save! This is Erica. I see you have questions about XX. I can help with that.

No stated issue: Thank you for contacting T-Mobile where you Save! This is Erica, how may I help you?

T-Mobile is committed to offering the best value, 5G network, and service. We want to offer you a $10 credit per month for 6 months to show you how much we value your service and give you time to explore all the benefits like T-Mobile Tuesdays and other things in your plan. Would that work for you?

To thank you for your patience and loyalty, we’d like to offer you a $10 credit per month for the next 6 months to make sure you experience all the great benefits T-Mobile provides. Additionally, an immediate $10 credit will be applied today. Would you be interested in accepting this offer?

7154132171 This is a follow up on the out-of-warranty fee we discussed in our chat earlier. I'm pleased to inform you that it has now been applied. Thank you for your patience and cooperation. You may refresh the app and check the adjusted balance.

Would you like me to clarify anything further?

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The close date refers to the last day of a customer's bill cycle, determining the due date. On the other hand, the due date is the date by which payment must be made for the bill. It is usually around 20 to 24 days after the close date of the bill cycle.

Once you activate a line, the free line discount will be applied after 1-2 billing cycle. While the discount has not yet been applied, the line will have regular charges. May I know if you are interested to activate a line while the offer is still available?

It looks like you may have to step away. You can connect with us anytime whenever you are ready to further discuss your payment arrangement details. Upon checking your account details, you made a payment for the first installment already. We do appreciate that, Kiara!

Currently, we are unable to make another payment arrangement since you have an active one on the account right now. If circumstances change, I would recommend paying the balance or settling your payment arrangement on the app to avoid payment fees. The app will have the same day and amount as we see in our system.

By the way, you may browse this link and view current offers for our T-Mobile Tuesdays. Make sure you check them out on T Life app too!

https://www.t-mobile.com/offers/t-mobile-tuesdays

We are always here to help. Have a good one!

NTID: EAlinsu2 Name: Erica Alinsugay Coach: Carolyn Duenas BAN: 100805103 Chat ID: 63b39b7b-9b33-47f3-8cc4-e6daa59c53f7

of lines (Cancel): $112.56

Cancellation Reason: Save attempt:

Regarding the cancellation, it will be processed and will be effective on the close date of the bill cycle.

Your current tablet plan has unlimited data plan. As an alternative, we have a tablet plan with 500MB of data and you can get it for $7 with autopay. Shall we switch to this plan?

By the way, here are the current offers that you may save and redeem on T-Mobile Tuesdays. Make sure you check them out on T Life app!

  1. Three months free. From Upskillist.
  2. 40% off tickets. From Legoland.
  3. 33% off + free shipping. From Adidas.
  4. Free Croissan'wich with $1 purchase. From Burger King.
  5. Free MLS Season Pass.

We are always here to help. Have a good one!

SUP CHAT

81dc2c79-790f-49e6-b4e1-98cdb2b0dd09 BAN: 993168201 TOKEN: DB63pwz2yQcAArjWM1fY

explained the difference of due date and close date. customer wanted the new plan to work on the due date, educate them that changes made before the close date will reflect on the start date of the bill cycle.

If I may ask, was the trade in purchase was done at the store?

There may be other promotions available on their end only. You may visit the store where you activated the account so they can check this further for you.

Thanks for holding! At this time, we don't have any updates yet regarding this offer. You may stay tuned for more details and you can check your app from time to time. Also, you'll be notified once this becomes available.

It looks like we have exhausted available options here on our end, we can proceed to connect you to our tech department for further assistance with advanced troubleshooting.

It looks like we are all set for now. Thanks for your time, . So happy we are able to assist with trying to troubleshoot your cell spot for the signal issues you are experiencing.

It looks like you may have to step away. By the way, you may browse this link and view current offers for our T-Mobile Tuesdays. Make sure you check them out on T Life app too!

https://www.t-mobile.com/offers/t-mobile-tuesdays

We are always here to help. Have a good one!

It looks like you may have to step away. You may check our website for our plans and device offers. Kindly refer to this link:

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

We are always here to help. Have a good one!

Enhancements:

  1. Peace of Mind:
  1. Connectivity:
  1. Safety:

NTID: ealinsu2 Name: Erica Alinsugay Coach: Carolyn Duenas BAN: 997726446 Chat ID: b68f32a2-1768-45d3-98c3-0d02a75fb72c Amount (C&A) / # of lines (Cancel): 17.25 Reason: mobile number change fee dispute, over the phone the rep mentioned to the customer that it is free. Save attempt:

This is just a follow up call for the cancellation request for the line 9907 that you initiated on chat yesterday. I just wanted to let you know that there is an active promotion on this line for the iPhone SE and this will be removed if the line is cancelled on the close date of your billing cycle. If ever you wanted to keep this promotion to continue receiving the device credits, kindly reach out to us so that we can remove the cancellation request for you before the 25th of this month.

REMINDER TRADE IN DETAILS TO CHECK:

BALANCE OF DEVICE PLAN OFFER DEVICE PURCHASE

PQR

CHAT ID: 881dce7a-4514-4e1f-a870-ebbf79d458b6 CONCERN: dispute over out of warranty fee PROPOSED RESO: advised them that the fee will not be adjusted since the device sent has damaged as per HRT investigation FETCH LINK: C2:

Regarding your watch plan, we offer a 500MB watch (paired) plan that costs $7 only with autopay. Would you like to keep the watch services instead and update to this watch plan?

Looks like we are all set for now. For your convenience, you can explore the T-Life app which offers a lot of options for managing your account and browsing promotions as well. Have a good one!

It looks like you may have to step away. You can connect with us anytime whenever you are ready to discuss your concerns.

For further assistance, we can connect you with our tech support for advanced troubleshooting. Rest assured that they are more equipped with this kind of concern. Is your line 0431 available for a call right now?

If your contacts were stored on your SIM card, remove and reinsert the SIM card to see if they reappear.

You're welcome! I have checked the status, and it is currently locked. Since this device was purchased from Sprint, we can activate it on your line. You can request to unlock the device again after 40 days of usage. May I know if you have questions on this?

Awesome! Upon reviewing, the device is not yet activated on the account. No worries, we can activate it here on the line you want and once there is at least 40 days of usage so you can request for the device unlock. This is for safety and privacy measures also to make sure that our customers will not be a victim of any fraudulent activities.

So happy we are able to help you with clarifying the details of your payment for the active payment arrangement on the account. For reference, you may check these steps to review the details on your bill:

  1. Log in to the T-Life app.
  2. Select the Manage tab.
  3. Navigate to Billing & Payments.
  4. Select View bill.

The account permission is modified by the primary account holder only as they have the full access to manage the lines

REMINDER TRADE IN DETAILS TO CHECK

BALANCE OF DEVICE PLAN OFFER DEVICE PURCHASE

Just a heads up, a payment support fee of $10.00 will be added to the balance due. The fee will be included in the installments. Are we good to continue?

So happy we are able to check if the adjustments are applied for the device charges of the phone that you did not receive, delete the payment arrangement on the account after you settle the remaining balance, cancel the line 1236, and check the estimated charges for the next bill, as well as applying an adjustment for the protection plan charges and checking options for refunding it on the payment method you prefer.

We totally understand where you're coming from and we will respect your decision if our options given to you won't work. We will no longer apply the $180 as bill credit if the options provided like lump sum bill credit or refund on your card won't work with you.

Have a good one!

For reference, you may check these steps to review the details on your bill:

  1. Log in to the T-Life app.
  2. Select the Manage tab.
  3. Navigate to Billing & Payments.
  4. Select View bill.

Have a good one!

Here are the list of other available offers. May I know which one would you like to know more details about?

  1. $5 movie ticket to The Accountant 2. From Atom.
  2. Free Tenders Box with $5 minimum purchase. From KFC.
  3. Join for 50% off + get a free 16" pizza. From Sam's Club.

To extend my help, we can apply a roaming blocking on your line for the meantime to avoid other international charges. Shall we proceed with this?

Please note that you need to bring the trade-in device into T-Mobile Retail or mail in trade-in device using the trade-in shipping label that you will receive on your email within 30 days of receiving new device.

Don't forget to send your current device back to us within 14 days to avoid a non-return fee.

Again, I'm Erica from T-Mobile, so happy we were able to help with trying to add contacts on the kids watch and add two authorized users on the account. Have a good one!

It looks like you may have to step away. You may check our website for our plans and device offers. Kindly refer to this link:

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

We are always here to help. Have a good one!

closed fwup, accessed account to set new due date on the 15th as per customer request last contact.

It looks like you may have to step away. For reference, you may check out these steps to browse for the T-Mobile Tuesdays offer:

  1. Open the T Life app. The app will open to the Home tab.
  2. Choose the Status Tab to view gifts and offers options.
  3. Select an offer and choose "Save to My Stuff" to claim the offer and have it saved to your wallet.
  4. Follow the instructions provided to redeem the offer.

We are always here to help. Have a good one!

ADD A LINE ORDER DATE: 05/01/2025 07:15:09 PM PDT NAME: Erica Alinsugay COACH: Carolyn Duenas MANAGER: Karen Belir CONVERSATION TYPE: Reactive CHAT ID: 547c2783-7a8a-4e66-8c48-a2201ba650ed ORDER NUMBER: 510195295617 ORDER TYPE: voice line ACCESORIES: No P360: Yes

After your return is processed: We'll refund all applicable out-of-pocket charges associated with your order to the credit card you used. Any equipment agreement for the device will be closed. Any billed monthly payments from your equipment agreement will be refunded within 1 to 2 bill cycles.

Thanks for your time! You may browse your T Life app to access the amazing perks and exclusive deals.

For reference, you may check these steps to review the details on your bill:

  1. Log in to the T-Life app.
  2. Select the Manage tab.
  3. Navigate to Billing & Payments.
  4. Select View bill.

So happy we are able to help with your data pass while in Canada. Have a good one!

Since a payment arrangement is already an extension from the past due, we are unable to create another one if the payment is not yet settled.

Also, with our Rely Home Internet, you can get a monthly discount of $15 since it is paired with voice lines on the account. Please expect the credits to be applied within 1-2 bill cycles.

It looks like you may have to step away. For reference, you may check these steps to review the details on your bill:

  1. Log in to the T-Life app.
  2. Select the Manage tab.
  3. Navigate to Billing & Payments.
  4. Select View bill.
  5. In the Bill Breakdown section, you can either select View by category (default) or View by line.
  6. To download your bill, select Download current bill (PDF).

I also sent the app link on your line so you can update your app. We are always here to help. Have a good one!

You may browse your T Life app to access the amazing perks and exclusive deals.

I also noticed here that you don't have the app yet. We recommend to install the new T-Life app on your other line to access the amazing perks and exclusive deals using this link: https://www.t-mobile.com/support/plans-features/t-life

To further extend my help, we can explore options on lowering down your bill. Would you like to switch to a lower cost plan?

For further assistance, if ever you may need more time to settle your bill, you can refer to these steps to set up a payment arrangement:

You may do these on the T Life app using this link: https://www.t-mobile.com/support/plans-features/t-life

Please make sure that the device is connected to wifi as we process this. And you may receive a notification about the sim change, kindly approve so we can check the status of the e-sim activation.

To temporarily suspend a line using the T-Life App, follow these steps:

Currently, the account is not eligible for a payment arrangement because we need to lower down the past due so that the system will allow us. The good thing is that you can settle $72.12 for the meantime. May I know when are you able to make payments?

It looks like you may have to step away. Not a problem. I will save notes from our discussion until you are ready to pick things up. Talk to you soon!

If you use more than 50GB in a month, you will notice further reduced speeds, as all on-on-network data used counts towards fair-use de-prioritization limits.

Kindly bring the trade in device into T-Mobile Retail store and receive immediate final quote or credit or mail in the trade-in device using the trade-in shipping label within 30 days of receiving new device.

Just a few reminders:

If you need a plan that includes Hulu, you might want to consider the Go5G Next plan, which includes Hulu with Ads, Netflix on Us, and Apple TV+ On Us. May I know if we will proceed with the plan change?

To verify your First Responder status on the T-Life app, follow these steps:

There will be a $20.00 Service Warranty Processing Fee to complete the Exchange.

This feature include unlimited texting, calling, and a consumable data allowance. Just a heads up, after using up the high-speed data, they may experience slower data speeds and you can still continue using the unlimited calling and texting on the duration of the data pass.

Data pass 1 day 512MB $5 10 days (5GB data) $35 30 days (15GB data) $50

Please be advised that the data allowance on the data pass is consumable. If you have consumed all the high-speed data included in your data pass, you will continue to have unlimited calling and data for the remaining days of the pass. And they may experience slower data speeds once the high-speed data limit has been reached.

To add a data pass using the T-Life app, follow these steps:

Here are the steps on how to check the status of your Costco payout:

  1. Go to the website: promotions.t-mobile.com.
  2. Log in with your T-Mobile ID and account credentials.
  3. Enter your number
  4. View the Reward Tracker, which shows all previously submitted promotions.
  5. Select "View" on the needed promotion to see the current status.

Using the T-Life App:

ADD A LINE

ORDER DATE: NAME: Erica Alinsugay COACH: Carolyn Duenas MANAGER: Karen Belir CONVERSATION TYPE: (Proactive or Reactive): Reactive CHAT ID:
ORDER NUMBER: ORDER TYPE: WITH P360?: no WITH ACCESSORIES?: no

Also, I noticed that your other line is still using the old app or hasn't installed the new app yet. We recommend to install the new T-Life app using this link:

https://www.t-mobile.com/support/plans-features/t-life

To sign up for T-Mobile Starlink, follow these steps:

To change your Wi-Fi name, follow these steps using the T-Life app:

  1. Access Wi-Fi Settings:
  1. Change Wi-Fi Password:

To reset an account password using the T-Life app:

We strive to deliver affordable options for our customer to have an affordable plan and device with quality service as much as we can, Kyle. It so happens that down payment amount depends on the status of your account.

Your account standing right now would really require to have a down payment if you wish to get the device with us today. I am hoping for your understanding on this matter.

Using the T-Life App:

You must have paid off at least 50% of their device price to qualify for an upgrade.

Costco rebate esca BAN 203692872 BAN NAME Gay McDaniel LINE 2093800521 / (209) 380-9880 BILLING ADDRESS 4598 E KIT FOX LN POST FALLS, ID 83854-7770 EMAIL ADDRESS

Ground - Up to 7 business days Estimated Order Ship Date:01/23/2024 to 01/26/2024

PROMO ESCA

CHAT ID: cf83fffa-94aa-4eae-8e96-97837966dabb EIP ID: 202408301103231482 BAN: 200942971 LINE: 3088309015 C2 DOC: http://c2.t-mobile.com/offers/expired-offers/00f47 PROMO CODE ( Sample T711/P009 ): P767 BRIEF ESCALATION DETAILS (Include details on trade in if promo requires): customer disputed to get the credits for trading an iPhone 13 which is their device from other carrier. checked for other promotions instead where they could get device credits.

pwede po ba to ipromo esca, may home internet line si cx na may promotional discount na naremove kasi from magenta max nagchange to essentials so regular charges na. may promotion na Bill credit: $15 Internet, baka pwedeng iapply?

To set up eSIM: iOS to iOS Connect the new device to Wi-Fi. Follow on-device steps to download the eSIM profile.

proceeding with change to requested due date will result in one time transition period with 2 bills due on the same day 3/20/25. You will only be charged once for any monthly non mrc charges in these bills

Go5G plan $140 Home Internet $60

Total $200

You may receive notifications that services may get interrupted and this is because of the remaining balance for the second installment. Rest assured that the account is updated and every payment is posted.

iPhone 15 Pro MAx 128 GB Full price: Down payment: Monthly:

So you have 1 iPhone 11 and 2 iPhone 12. The promotion for the iPhone 11 trade in is $250 and for the iPhone 12, it is $500.

$40 FMV

Remind customers of their options to get their device back to us within 30 days: Bring trade-in device into T-Mobile Retail store and receive immediate final quote or credit. Mail in trade-in device using the trade-in shipping label (the customer can find it on their MyT-Mobile.com account) within 30 days of receiving new device.

Plan $65 iPhone 16 (credits applied) Total

You can get the discounted device charges if you switch to Essentials plan. Good deal right? You don't have to get Go5G plan for getting a new phone.

May I know if you will proceed to get the Essentials plan or keep Essentials Saver?

iPhone 16 with 128GB Full price $829.99 Monthly $34.59

Regular device charges $34.59 Device credits $16.67 Total $17.92

Apple iPhone 13 128GB Pink - T-Mobile $135 Promotional credits $830 - Trade in credits $430 = Monthly credits $16.67

The $430 promotional credits is divided to 12 months to lower down the monthly device charges.

Here's how the promotion works, the promotional credits - the trade in value of the device = your total monthly credits for the new device.

For the line 6875, it will be $300 - $135 = $165 The $700 will be divided for 24 months and it will be approximately $29.16 monthly. And this will lessen the regular device charges.

Monthly payments for the Galaxy S25 Ultra with 256GB would be $54.17, if the device credits of $12.5 is applied, it will be $41.67 monthly.

iPhone 16 128GB It will be $800 - $110 = $690 The $690 will be divided for 24 months and it will be $28.75 monthly. And this will lessen the regular device charges.

Monthly payments for the iPhone 16 would be $34.59, if the device credits of $28.75 is applied, it will be $5.84 monthly.

For other options, I can also use the EID of the Samsung device. Here are the steps to get it:

Hello, XX. I'm Erica and I'll be assisting you today. Looks like you have some questions about XX. I can help with that.

Hello, I am Erica, thank you for reaching out! What can I help you with today?

Here are the steps on how to set up Autopay on your end:

To add contacts to your kids' SyncUP KIDS Watch, follow these steps:

The contact will receive a message that they have been added as a SyncUP KIDS Watch contact.

To further work on the incident report, may I know the store name so that we can make sure that the correct one is reported?

Incident Report

Type of Incident: SITE NUMBER:
Date and Time in Memo or LiveEngage: 12 May. 2025 01:19am - 12 May. 2025 02:04am Name of Employee/Employees involved:
Conversation ID (Incident): 4c159e33-4c44-4792-858e-9ae2344b7459 MSISDN: 7154132171 BAN: 973669978 Description of the Incident: customer complained that they were not given the chance to share the pictures that the device is sent without any physical damage which more likely that it was damaged within shipment, the reps were dismissive since the investigation is still ongoing and advised the customer to just wait for further updates Steps taken to address the issue: Document missed to utilize: https://c2.t-mobile.com/device-programs/out-of-warranty-fee https://c2.t-mobile.com/device-programs/non-return-fee

Incident Report

Type of Incident: SITE NUMBER:
Date and Time in Memo or LiveEngage: 06 May. 2025 03:26am - 06 May. 2025 03:51am Name of Employee/Employees involved:
Conversation ID (Incident): 76904ef7-a579-4b88-af1e-67dc389b1dd4 MSISDN: 7154132171 BAN: 973669978 Description of the Incident: customer complained that they were not given the chance to share the pictures that the device is sent without any physical damage which more likely that it was damaged within shipment, the reps were dismissive since the investigation is still ongoing and advised the customer to just wait for further updates Steps taken to address the issue: Document missed to utilize: https://c2.t-mobile.com/device-programs/out-of-warranty-fee https://c2.t-mobile.com/device-programs/non-return-fee

You can manage the home internet line using the T-Life app. Here are the steps to do so: