Offline Notepad
View raw
iOS Messages User bcb6a, 22 Nov. 2023 , 09:47pm Hello, my husband called earlier this week about getting a credit on our account for the international roaming charges. He’s deployed for the military, and was connected to the WiFi, but we still incurred 71.38 in fees. We were told he should put it in airplane mode to avoid the fees. Can you help me get this credit added to our account?
T-Mobile, 22 Nov. 2023 , 09:47pm Hi there! T-Mobile's Virtual Assistant here! 👋 [Received]
T-Mobile, 22 Nov. 2023 , 09:47pm Heads up—our chat might include info about T-Mobile promos, benefits, and other awesome deals. [Received]
T-Mobile, 22 Nov. 2023 , 09:47pm Let’s work on your request. [Received]
T-Mobile, 22 Nov. 2023 , 09:47pm Tap the button to securely log in to your T-Mobile account so we can better assist you. Please upgrade the T-Mobile app to the latest version for a critical update. T-Mobile may store this message. Learn more at t-mo.co/Privacy . [Received]
T-Mobile, 22 Nov. 2023 , 09:47pm [Rich Content] [Received]
T-Mobile, 22 Nov. 2023 , 09:48pm Thanks for messaging us. I’ll connect you with one of our live representatives – they’ll be right with you! T-Mobile may store this message. Learn more at t-mo.co/Privacy [Received]
Calvin, 22 Nov. 2023 , 09:50pm Good morning Haley, I'm going to transfer you to customer care and they get help you out with the credits on your account. [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 09:50pm Thanks
Calvin, 22 Nov. 2023 , 09:50pm You're welcome [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 10:05pm Have I been transferred?
Abigael, 22 Nov. 2023 , 10:20pm Hi Haley, this is Abby from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Received]
Abigael, 22 Nov. 2023 , 10:20pm I appreciate you letting me know that and I would love to double check that for you. [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 10:30pm Thanks
Abigael, 22 Nov. 2023 , 10:30pm Thank you for patiently waiting Haley, we really understand that your husband connected to wifi , May please know where is your husband right now? [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 10:31pm Qatar
Abigael, 22 Nov. 2023 , 10:37pm Thank you for letting me know that. let check the service of your husband. [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 10:37pm Ok
Abigael, 22 Nov. 2023 , 10:51pm Thank you for patiently as per checking here show that your husband call international wifi calling. if your international roaming there will be charge $0.25 per minutes [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 10:53pm Yes but we were told this month we could get a credit for the amount
iOS Messages User bcb6a, 22 Nov. 2023 , 10:53pm They told me to contact at the end of the billing period
Abigael, 22 Nov. 2023 , 10:58pm We really appreciate for letting me know that, Nothing to worry Haley you got me here. Let me review the previous conversation with the previous agent. [Received]
Abigael, 22 Nov. 2023 , 11:05pm While we are working on it would there be anything that you would like to be addressed as well? I would love to maximize the assistance that you can get. Let's make your time worth it. [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 11:06pm Nope, just want this credit applied
Abigael, 22 Nov. 2023 , 11:10pm Nothing to worry Haley we really want you to get this resolve [Received]
Abigael, 22 Nov. 2023 , 11:15pm Moving forward to avoid any charge to your account. avoid using Wifi calling as your currently plan gives you 0.25 per minutes when calling international number. though in wifi calling you have $0 per minutes if you will be calling from international to US number. [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 11:15pm Ok
Abigael, 22 Nov. 2023 , 11:17pm Upon checking, it shows here that there is a request t add an exception to ensure that for Military customers, they won't be suspended for roaming internationally. The good thing is that an indicator is already added on the account. [Received]
Abigael, 22 Nov. 2023 , 11:17pm Please note that you'll still be responsible for all international charges accrued which is $0.25/min for roaming in a Simple Global country like Qatar.
Don't worry, as a one time courtesy, I'll remove the charge for you for $71.38. One moment while I make the adjusment on your account. [Received]
iOS Messages User bcb6a, 22 Nov. 2023 , 11:17pm Thank you
Abigael, 22 Nov. 2023 , 11:19pm Your so much welcome Haley. Please stay connected while I'am processing the credit adjustment to your account. [Received]
Abigael, 22 Nov. 2023 , 11:26pm By the way, here's our support page for international roaming - https://www.t-mobile.com/support/coverage/international-roaming-services?cmpid=hw_send
For the adjustment, please allow 2hrs if not immediate for the updated balance to reflect on your end. You can also dial #BAL# (#225#) to show your current balance. [Received]
Abigael, 22 Nov. 2023 , 11:27pm I hope that with the kind of experience and service that I've provided you today, you will continue to upright your T-Mobile experience everywhere positively. Thank you for the opportunity to help you and couldn't thank you enough for your cooperation and kindness throughout our conversation.
With this, is there anything else I can further check or do for you here on my end? Please let me know and I'll definitely do my best as I just want to make sure that I did not miss anything for you. [Received]
Abigael, 22 Nov. 2023 , 11:38pm It seems that you are engage with something important. If you have other concern. Feel free to contact us again. Have a wonderful day. [Received]