Details
After cancellation, the final bill will be processed and sent per the normal billing release dates. 
A final bill can't be asked for before the end of the bill cycle.
It is not possible for a mid-cycle bill to be sent to a customer.
Your customer may receive more than one final bill, sent during the normal billing release dates, if there is any other activity (payment, late billable, roaming charges, etc.).
Use the Final Bill Estimator tool in Samson to provide customers with an estimate for their final bill upon cancellation.
Bill Arrears vs. Bill Current final bill expectations
Bill Arrears final bill will include:
Charges for monthly rate plan and features through the end of the billing cycle.
One-time charges, usage, or services in the last bill cycle, such as overage or market purchases.
Associated taxes.
Any adjustments or bill credits owed.
Bill Current final bill will include:
One-time charges, usage, or services in the last bill cycle, such as overage or market purchases.
Associated taxes.
Any adjustments or bill credits owed.
Customers who cancel mid-cycle, whether they have or haven't received their bill yet, should pay their bill as usual. They will receive an adjusted final bill, reflecting any adjustments or bill credits owed.
Buyer's Remorse final bill expectations
Do not file a collection hold if your customer’s first bill cycle has not closed.
The final bill will include adjusted MRC for service already paid from the date of cancellation through the end of the bill cycle.
Use the Final Bill Estimator tool in Samson to provide customers with an estimate for their final bill upon cancellation.
Review port out section below for customers porting out within buyer's remorse.
Port-out final bill expectations
Advise your customer they are responsible for all usage and charges through the end of their current billing cycle per T-Mobile Terms & Conditions .
Set expectations about their final bill. Use the Final Bill Estimator tool in Samson to provide customers with an estimate for their final bill upon cancellation.
Exception: Customers that port out within T-Mobile's Buyer's Remorse Period can receive proration of service. Manually figure out prorated amounts and adjust as a courtesy credit using the GDWILL adjustment code. If the customer has already paid and is requesting a refund, adjust usage at the charge level.
Bill Current: If the port-out happens mid-cycle, the customer will see MRC credits and charges like a mid-cycle rate plan change. 
A credit will be applied for the unused portion of the rate plan/ feature MRC charged the previous month; however, the customer will also see a charge for the rate plan/ feature MRC for the same period (cancellation date to the end of the bill cycle). 
If the MRC credit is manually applied, the system will recognize this and will not apply the system-generated credit to ensure duplication does not occur.
If the customer asks why the charges are not prorated, you may advise: “T-Mobile has aligned our billing with the standard of all carriers. This decision takes many factors into play including covering the costs associated to comply with porting regulations, simplification of final billing, and the billing system standard. You also are provided access to the entire allotment of minutes, messages, and data starting on the first day of your billing cycle.”
Read the customer the following information: "To take your phone number to another service provider, your account will need to remain active. Once you transfer your phone number, you will receive a final bill with charges through the end of your bill cycle. Please note; your T-Mobile account will be cancelled once the phone number(s) are activated with the new service provider. There is no need to call us back to cancel your account. Remember you are only transferring the phone number(s) and not your T-Mobile service or rate plans. Once your phone number has been transferred, you will no longer have access to your T-Mobile voicemail or any other T-Mobile features. You may want to check your voicemail to make sure you have received all of your messages, prior to transferring your phone number to another service provider."
EIP or HPP final bill expectations
In Samson, review the Financial Summary tab.
If the On-Installment indicator is checked, they have EIP.
If the HPP indicator box is checked, they have HPP.
Are any of the boxes checked?
No, continue to Customer advisements.
Yes, you must say the following:
All remaining equipment installment plan / extended payment schedule charges will be added to your next bill.
If your account is resumed within two days, the EIP will be reinstated and the charges will not be accelerated.
The charges may be reversed and the EIP resumed if you meet the criteria to do so.
Continue to Customer advisements for remaining disclosures.
Customer advisements
You must tell your customer the below information.

Date the account will cancel and expected final bill due date. Use the Final Bill Estimator tool in Samson to provide customers with an estimate for their final bill upon cancellation.
You are responsible for all charges through the end of your billing cycle per T-Mobile Terms & Conditions .
You will receive a bill with all usage through the cancellation date, if cancelling mid-cycle. Mid-cycle port outs are responsible for charges through the end of the billing cycle.
Once you pay your final bill, you will receive a revised final bill showing a $0 balance.
Final bill amounts will be paid through AutoPay if set up, you must cancel AutoPay if you don't want this method of payment for your final bill.
You can reactivate service within 90 days with no activation fee or credit check, but the same number is not guaranteed.
All accounts canceled 60+ days must have a new SIM card to resume service.
Signal boosters must be returned, or you will be charged a non-return fee of up to $500, if applicable.
Corporate discounts will not be applied to your final bill, if applicable.
Deposits paid at activation will be applied to your account balance. If you still have a credit balance left on your account 30 days after your final bill a refund may be automatically issued.
The credit balance must be eligible for refund and the account can't have any payment or charge activity that would generate revised final billing statements. If it does, the 30-day period will begin once the last activity is processed. Check out Refunds support for more info about canceled accounts and refunds. 
Regardless of billing method, you will receive your last bill in the mail.
Unpaid balance amounts (including write-off) are subject to collection treatment.
Sprint Final bill expectations for migration to T-Mobile customers 
Last Prorated Sprint Bill - There are no overlapping bill charges; credits are applied to the Sprint bill to provide a prorated billing experience. Proration is applied when plan, service, or cycle changes are performed mid-cycle.

Partial month charges are based on the number of days the customer had service during the cycle, not the number of days remaining in the cycle.
There is no overlap in service charges as credits will be applied to offset them.
Prorated credits will not apply to what they must pay to migrate.
Third party charges are NOT prorated.
Adjustments for the Admin/reg fees will show under the ‘Plans and services’ section of the final Sprint bill after the port even though the charges showed under "Surcharges" on the previous bill. 


 

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