Thank you for your patience @@@. This is not the experience we want you to have. Upon revieiwing your account. It shows the social security number that was used to activate the account is under your name. Thus we are unable to provide you a receipt/document with your wife's name, as much as we would like to provide you. Marcelino, Dennis Feb 27, 11:25 PM (Edited) SUSPENDED ACCOUNT - MINIMUM PAYMENT We understand that managing finances can be challenging at times. You can actually make payment on the day you can but please know that for us to restore the account, you have to settle the minimum payment required by our system. I am hoping for your kind understanding on this that if we have a way, we already do that for you but as of now, a minimum payment is required to keep the service active. WHEN SUSPENSION STARTS I appreciate you for asking this! In all honesty, we can't tell when will the account be suspended. It only says here that the account may suspended anytime once there is a past due balance in the account so please settle the minim payment as early as you can to keep the account active. Mar 5 Marcelino, Dennis Mar 5, 10:04 PM PLAN INQUIRY I was able to see your account, your plan is T-Mobile Essentials. I can say that you are definitely having the best and coolest plan with T-Mobile. Insert Plan inclusion. Mar 24 Marcelino, Dennis Mar 24, 12:46 AM DATA BREACH Irate customer – Asks to cancel (not just declaring they will cancel) I'd hate to see you leave T-Mobile. I would love the opportunity to discuss options and help you. Thank you. (shift into offering McAffee and Account Takeover Protection) My account was impacted, what do I do? Limited information on customer accounts was obtained without authorization. Customer accounts and finances should NOT be put directly at risk by this event. Your password, SSN, and payment methods were not affected but name, number of lines, contact details and DOB may have been. Did they access every element on my account? Limited Iinformation on your account may have been obtained including: name, # of lines, billing address, phone number and date of birth. As a reminder the most sensitive types of customer information, such as customer account password, payment methods and SSN were not affected. I’m really upset. What is T-Mobile going to do about it? -We take these incidents seriously and deeply regret that this has happened. -While we, like any other company, are unfortunately not immune to this type of criminal activity, we are continuing to make substantial investments in strengthening our cybersecurity program. -While no social security numbers, passwords, PINs, payment card information or other financial account information were obtained, we encourage all T-Mobile customers to regularly take steps to keep their accounts secure including being mindful of phishing attempts. Additional tips are available at t-mobile.com/onlinesafety. That’s not good enough. What are you going to do for me? Although no sensitive information such as financial and SSN was obtained, I can offer you 2 years of McAfee identity theft protection. Would you like to participate? What is included in McAfee Identity Theft Protection? -Credit Monitoring & Alerts, Identity Restoration Experts, $1 Million Identity Theft Coverage*, Identity Monitoring, and Lost Wallet Recovery. -Not Available in NY: Identity theft insurance is not available to customers in NY due to regulatory requirements. How do I sign up for McAfee? Can you sign me up for McAfee? Can I sign up for McAfee®️ Identity Theft Protection using the McAfee Security app? -All you need to do is visit t-mo.co/2023signup and enter your phone number and email address. -McAfee will send you an email in a few days with a link to complete your enrollment. You must complete registration through their website, not on the McAfee Security app. I signed up for McAfee Identity Theft Protection via the link that was sent to me. What happens next? You will receive an email from McAfee with a link to setup your Identity Theft Protection account where you can complete your profile in the next few days.  Look for an email with the subject line of "Welcome to McAfee Identity Theft Protection.” Why are you asking me for my personal information again when you just lost it to a hacker? When you go to t-mo.co/2023signup, you'll be signing up directly with McAfee. I'm having technical issues signing up on the McAfee website, who do I contact? Please make sure you are completing your registration with the phone number and email address you registered with on the T-Mobile website. Within 24 hours you will receive a registration email from that will direct you to https://idtheftsecurity.mcafee.com/login . Marcelino, Dennis Mar 24, 12:47 AM DATA BREACH 02 Was my account impacted? Yes. Unfortunately, limited account information was obtained without authorization. The most sensitive types of customer information, such as account passwords, payment methods and SSN were not affected. The type of information that may have been obtained was basic customer information that is widely available in marketing databases such as name, # of lines, contact details and date of birth. Did they access every element on my account? The limited information on your account that may have been obtained may include: name, # of lines, contact details, phone number and date of birth. As a reminder the most sensitive types of customer information, such as customer account password, payment methods and SSN were not obtained. I’m really upset. What is T-Mobile going to do about it? We take these incidents seriously and deeply regret that this has happened. While we, like any other company, are unfortunately not immune to this type of criminal activity, we continue to make substantial investments in strengthening our cybersecurity program While no social security numbers, passwords, PINs, payment card information or other financial account information were exposed, we encourage all T-Mobile customers to regularly take steps to keep their accounts secure including being mindful of phishing attempts. Additional tips are available at t-mobile.com/onlinesafety . That’s not good enough. What are you going to do for me? Although no sensitive information such as financial and SSN were impacted, I can offer you 2 years of McAfee identity theft protection. Would you like to participate? McAfee Identity Theft Protection What happens when McAfee Identity Theft Protection ends? Can I sign up/pay to avoid interruptions in service? You’ll be contacted prior to the service ending to take advantage of other options if you wish. I signed up for McAfee Identity Theft Protection and received an alert about my personal information or credit. What additional support is available to me? If you receive an alert from McAfee and you believe you were impacted by fraudulent activity, follow the instructions in your alert email to contact a 24/7 Identity Restoration Specialist for immediate support If customer is worried about their personal information or other accounts, inform them that they can: 1. Immediately contact their financial institution(s) and place fraud alerts on your accounts.   2. Contact one of the three major credit bureaus and discuss whether you need to place a fraud alert on your file, which will help prevent thieves from opening a new account in your name. Credit Bureau Contact Info Equifax 800-525-6285 P.O. Box 740250 Atlanta, GA 30374 Experian 888-397-3742 P.O. Box 1017 Allen, TX 75013 TransUnion 800-680-7289 P.O. Box 6790 Fullerton, CA 92634 If I want to make a request to access or delete the personal data that T-Mobile has about me, what do I need to do? You can learn about what information we collect, and how we use it and protect it on our Privacy Center at https://www.t-mobile.com/privacy-center. You can also access your personal data by submitting a request here. You may ask us to see specific pieces of personal data we have collected about you as well as: 1. the categories of personal data we have collected; 2. our business or commercial purposes for collecting or selling personal data; 3. the sources from which we collect personal data; 4. the types of third parties we share personal data with; 5. the types of personal data we disclose for business purposes; and 6. details about personal data we have sold and to whom. Mar 30 Marcelino, Dennis Mar 30, 3:27 AM FORGOTTEN PIN I see that you need your pin. No worry, if you forgot your pin you may try to reset it using the T-Mobile App and in order for you to do that you may simple follow these easy steps : Tap MORE. Tap Profile settings. Tap T-Mobile ID. Select the PIN/Passcode section. Enter and confirm a new PIN/Passcode Click Save. You will be sent a text confirming the PIN/Passcode update request. To request a port out pin. Here's the easy steps to get it in the App: Select Account or More. Select Profile Settings. Select Line Settings. Select Request a transfer PIN. Apr 21 Palma, Carmela Apr 21, 2:42 AM FIRST TIME USING THE APP I see this is your first time using Messaging so I want to welcome you and thank you for using this tool to get in touch with us today. May 11 Mendoza, Donna Rio May 11, 8:52 PM PORT IN ADVISEMENT Thank you, please read the following advisement of port in request then let me know if all good to proceed: 1. Port-ins require responses from your previous carrier. For wireless carriers, these may happen within minutes but can take up to 24 hours. 2. Keep your service active with the other carrier while porting. Check with the other carrier for any requirements prior to porting. Some carrier specific requirements can be found in Service provider / carrier directory. 3. Save any voicemails you want to keep. Your old voicemail box and any voicemails are deleted. If your phone number is being replaced, the voicemail box resets when the port completes. 4. Although our Retail location can assist with data transfers, we recommend backing up your contacts and text messages before transferring your number to T-Mobile. 5. You'll get a text message from T-Mobile to let you know the porting process has started and completed. Mendoza, Donna Rio May 11, 10:20 PM TRANSFER PIN/ PORT OUT PIN To request a port out pin. Here's the easy steps to get it in the App: Select Account or More. Select Profile Settings. Select Line Settings. Select Request a transfer PIN. May I ask if you have tried these steps? FORGOT PIN I see that you need your pin. No worry, if you forgot your pin you may try to reset it using the T-Mobile App and in order for you to do that you may simple follow these easy steps : Tap MORE. Tap Profile settings. Tap T-Mobile ID. Select the PIN/Passcode section. Enter and confirm a new PIN/Passcode Click Save. You will be sent a text confirming the PIN/Passcode update request. Please let me know if you need further help, just know that I am the happiest to help you here. Sep 10 Leaban, Maantonette Sep 10, 7:08 PM Mobile Number Change Advisements para di na need magpunta sa doc You'll receive a free text message with the new mobile number. Once received, please turn your phone off, then back on. You may receive a free text message stating that your previous mobile number has been unenrolled from the service. Don't worry your service carries over to the new mobile number. Mobile number changes are completed within 2 to 4 hours. Your voicemail box will be deleted and all old messages will be lost, so make sure to save voicemails you wish to keep. You must set up your voicemail greeting and password again. The voicemail password will be reset to the last four digits of the new phone number. Text messages that are saved to the device may be deleted. You may lose retired rate plans or features and previously purchased CallerTunes. CallerTunes cannot be resent or refunded. After completing a mobile number change, rate plan changes cannot be backdated to the previous bill cycle. Rateplan/feature (except for features that do not prorate) will show prorated charges in both old and new numbers If you have a My T-Mobile account, you don't need to re-register. Your existing password works with the new mobile number. For apps that verify using mobile number, remove two-factor authentication before changing the mobile number. After number change a third-party company will lose ability to send an OTP. If you use the T-Mobile app you need to clear app cache and data. See Devices > customer's device > Apps & accessories > Manage apps doc or send the Support doc to the customer. Call records for the old phone number will no longer be available on My T-Mobile. Wait 24 hours after the mobile number change before accessing My T-Mobile with the new number. Update the new number on any accounts where it's used for notification, like bank accounts, social media, account verification, and notifications. T-Mobile holds all numbers for a minimum of 45 days and up to 90 days at which time the number becomes available for use. Customers changing primary subscriber's number on multi-line account We're changing the number on your primary line, which is the line that receives important text message alerts about the account. Once the mobile number is changed, the next oldest line on your account will become the primary line. Would you like to keep the current primary line? Oct 15 Sailog, Job Miguel Oct 15, 6:51 PM @Lopez, Carey Oct 16 Mayani, Czarina Kirstein Louise Oct 14, 1:08 AM RATE PLAN MIGRATION - plan not included The Rate Plan Migration is so that you can take advantage of the newer plans. We have additional features which are not available on our older plans and are moving you to the newer ones to give you access to those additional features. No worries, we can definitely opt you out of the Rate Plan Migration. Checking here though, your current plan is not included on what will be affected, so you have nothing to worry about, _____! (Insert moving forward question)? RATE PLAN MIGRATION - cx's plan is affected The Rate Plan Migration is so that you can take advantage of the newer plans. We have additional features which are not available on our older plans and are moving you to the newer ones to give you access to those additional features. No worries, we can definitely opt you out of the Rate Plan Migration and you can keep your current plan. We can also discuss the new plan options that you might be interested in. Would you like to know about the newer plans, or would you prefer staying with your current one? Coronel, Jan Andrene Oct 14, 1:05 AM (Edited) OPT OUT PLAN CHANGE: Thank you for your time staying in chat to resolve the plan change update. Rest assured that you have me on this and will definitely assist you to keep your current plan. T-Mobile listens to the sentiments of our customers on the plan update and we don't take your word for granted so we come up with the resolution where we can indeed opt it out for you to keep the old plan. Sounds great, right? Great news! I successfully opt out the new plan change so rest assured that your current plan will be still your plan moving forward. What I can guarantee to you is that the upgrade of plan is not mandatory, instead, T-Mobile are just giving a heads up to our customer that they might be change on their account like their plan services. The good thing about it is that our customer have an option to keep their current plan and monthly charges as it is. Sounds like a plan? Oct 17 Mendoza, Donna Rio Oct 17, 12:22 AM (Edited) RATE PLAN MIGRATION, Why are you doing this? Modify this in your own style. Here at T-Mobile, we periodically review our plans and services in an effort to provide our customers with our latest benefits and features. To do this, we are moving customers from older rate plans to our newer rate plan lineup as we’re always looking for ways to give our customers more. Some of our customers on legacy rate plans are missing out on enhanced features that are now available with our newer plans. We’re bringing these customers to updated plans that allow them to get the most from our services. Mendoza, Donna Rio Oct 17, 12:33 AM @all MIGRATION WORKFLOW: MODIFY IT IN YOUR OWN STYLE: Thank you for bringing this to our attention, I'll be delighted to check this for you Hope you don't mind me asking if you received a notification about this? No worries! This is something that we can work on for you. By the way, in regard to the plan migration as for the plan migration, Here at T-Mobile, we periodically review our plans and services in an effort to provide our customers with our latest benefits and features. To do this, we are moving customers from older rate plans to our newer rate plan lineup as we’re always looking for ways to give our customers more. Some of our customers on legacy rate plans are missing out on enhanced features that are now available with our newer plans. We’re bringing these customers to updated plans that allow them to get the most from our services. Nothing to worry on this is not a forced migration as you have an option to opt out on this and I can definitely help you on that. Allow me to work this for you now! I appreciate your patience; I have successfully opted out your account for the migration. Kindly disregard the notification that you might receive in the future as I was able to work this for you today Anything for you! Thanks for being this easy to work with. I highly appreciate all of your efforts. I hope it's smooth sailing for you from here on out. We want you to love T-Mobile and always have the best customer service experiences. You're the best! Emelo, Jasminne Rose Oct 17, 9:20 PM (Edited) @all sharing it to everyone. For PLAN MIGRATION DETAILS - ACCESS IT INSIDE CITRIX https://c2.t-mobile.com/internal-files/attachments/Rate%20Plan%20Migrations%2010102023.pdf Coronel, Jan Andrene Oct 17, 10:54 PM Rate Plan Migrations This is something that we can work on for you. By the way, in regard to the plan migration as for the plan migration, Here at T-Mobile, we periodically review our plans and services in an effort to provide our customers with our latest benefits and features. To do this, we are moving customers from older rate plans to our newer rate plan lineup as we’re always looking for ways to give our customers more. Some of our customers on legacy rate plans are missing out on enhanced features that are now available with our newer plans. We’re bringing these customers to updated plans that allow them to get the most from our services. Nothing to worry on this is not a forced migration as you have an option to opt out on this and I can definitely help you on that. Allow me to work this for you now. I appreciate your patience; I have successfully opted out your account for the migration. Kindly disregard the notification that you might receive in the future as I was able to work this for you today Anything for you! Thanks for being this easy to work with. I highly appreciate all of your efforts. I hope it's smooth sailing for you from here on out. We want you to love T-Mobile and always have the best customer service experiences. You're the best! Oct 19 Macuto, Kclyn Oct 16, 8:05 PM PLANS THAT ARE NOT INCLUDED: Workflow (modify if needed) Thank you for reaching us right away to check this update. Good thing you got the right person to clear this out. Let me check the account now, I got you here! While doing it, we are always aiming for perfection here so we wanted to ensure you enjoy everything here at T-Mobile. To make sure I make the journey best with us. May I know how it is going with us in T-Mobile? We want to ensure that you're confident when reaching out to us knowing that your concerns will be handled. Upon checking, the migration of plans is only for selected customers. Since you've got one of our best plans here, the changes do not apply in the account. No need to opt-out since your plan is not included in the migration update. Rest assured that everything will remain in place. I hope I am able to make everything at ease for you. I wanted to make sure everything is covered, is there anything else you may need assistance with aside from this?