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Military customers may be placed on Active Duty Military (ADM) status, which allows them to receive certain benefits under the Servicemembers Civil Relief Act (SCRA) and/or the Military Lending Act (MLA). Servicemembers may qualify for protections under one or both of the regulations.
The Active Duty Military status can be viewed in Samson (shown as AMD).
On this page:
Servicemembers Civil Relief Act (SCRA) support ADM status ADM account exemptions Extreme Roamer Reduction Manual ADM status change Cancellations Equipment Installment Plan (EIP) Military Lending Act (MLA)
Servicemembers Civil Relief Act (SCRA) support The Servicemembers Civil Relief Act (SCRA) gives some rights to qualified military members as they enter active duty, and it protects individuals that are called to active military service and their dependents from undue hardship resulting from their military service. SCRA doesn't relieve active military personnel from their financial obligations, but it does suspend enforcement of these obligations until the ability to meet them is no longer impacted by military service. For more information, read the T-Mobile Servicemembers Civil Relief Act (SCRA) Policy page, which outlines our compliance with the requirements of the SCRA.
ADM status Customers on ADM status have their postpaid accounts auto-updated every month to reflect accurate ADM status. ADM status is only available to either the BRP or the spouse of the BRP and either of them are Active Duty Military. If the Active Duty Military person is neither the BRP or spouse and they want ERR exceptions follow, Account escalations. To get the ADM status a COR would be needed. Status can be viewed in Samson. ADM status won't see accelerated EIP charges for cancellations. Coaches: See Upgrade and EIP escalations for instructions to assist customers with ADM indicators who request to have their EIP charges accelerated. ADM accounts aren't exempt from the Regulatory Programs & Telco Recovery Fee. ADM account exemptions Accounts with ADM are exempt from the following:
Late fee Ladex fee: $20 per line with a 3 line cap, per occurrence Restore fee: $20 per line witha 3 line cap, per occurrence Returned check (NSF) fee: $35 max, per occurrence Bill reprint fee: one free per year, $5 after Migration fees Payment support fee Early Termination Fee (ETF) Mobile number change fee Shipping fees Service warranty processing fee Out of warranty fee Restocking fee Activation fees Device Connection Charge Insufficient fee Collection agency fees Dishonored check (DCK) fee Ladex and restore fee waivers happen at the close of the billing cycle and not at the time of restoration.Restore fees should not be adjusted manually.
Extreme Roamer Reduction Active duty military are exempt from ERR, so they should have the ADM indicator added to their account to avoid ERR treatment. The status can be viewed in Samson (shown as AMD). For more information, see Extreme Roamer Reduction (ERR) support.
Manual ADM status change The ADM status can't be changed in the billing system. If you add the ADM / AMD indicator manually, you also need to add the military verified indicator to the account. To complete status changes, follow these steps:
For customers receiving recent military orders:
Let them know that their account's ADM status is automatically updated starting with the next bill cycle. No further action is needed. For accounts not in ADM status as of the next billing cycle, or when the BRP's spouse is placed on ADM:
Advise customer to send us an email or mail in copies of the government-issued proof of military service. Make sure the information includes: Mobile numbers Account numbers BRP's name Military party's name (If not the BRP) Full Social Security numbers of non-BRPs on ADM Relationships to BRP Customer Relations verifies documents and modifies statuses, if appropriate. For current service time frame, see Customer Relations support > Contact information. Status changes should be expected at the start of the next bill cycle. US customers
T-Mobile Customer Relations
PO Box 37380
Albuquerque, NM 87176-7380
USMilitaryERR@T-Mobile.com (Use only for requests to modify ADM status.)
Puerto Rico customers
T-Mobile Executive Response Team
PO Box 191957
San Juan, PR 00919-1957
Fax: 1-877-727-3598
Cancellations Before canceling, offer these options:
For deployment overseas
Make sure customers have a handset capable of working in the country. Go to T-Mobile.com and enter their destination to Check rates & coverage . On the next page which shows the rates for that country, scroll down a little and enter their device name to Check compatibility. Check if customers can use their service in the country they'll be located. If roaming is available, confirm WorldClass Roaming SOCs are on their account. If not, follow roaming permission steps. Discuss text messaging as an alternative to international calling. Check roaming billing for rates. For moves to another T-Mobile service area
Check if customers are moving to another T-Mobile coverage area using Grand Central Coverage tab. If so, discuss completing a market transfer. For moves to outside of T-Mobile coverage areas
Discuss benefits of a military suspension until they return. There's no monthly fee and numbers can still be transferred to other providers.
Additional things to know
Service members receiving military orders to relocate for at least 90 days to a location not supporting service for their existing wireless service contract may terminate the service contract without penalty. Service members are obligated to pay a service balance that's due and unpaid at the time of termination of wireless service. Service-only accounts can be written off and sent to collection treatment. However, certain fees and charges won’t be assessed (check above for exempt fees). To cancel service
See Cancellations for Military cancellation policy and process. Future date cancellation to end of bill cycle. If the ADM customer has a valid reason for same day cancellation (Example: immediate deployment, etc), engage leadership to approve the same day cancel and override the cancel date. Equipment Installment Plan (EIP) The EIP balance for service members is allowed to bill out for the remainder of the 24 months. Once fully billed out, the account can be sent for collection treatment. However, certain fees and charges are not assessed as noted above. The SCRA requires creditors to reduce interest rates on loans made before active duty. This doesn't apply to T-Mobile, because we don't charge interest.
Military Lending Act (MLA) What is the MLA? In 2006, Congress passed the Military Lending Act which helps protect the following groups of people engaged in consumer credit transactions:
Active-duty military personnel Active National Guard personnel Reserve personnel as well as their dependents For more information, read the T-Mobile Military Lending Act (MLA) policy , which outlines our compliance with the requirements of the MLA.
MLA requirements applicable to T-Mobile To comply with MLA requirements, T-Mobile has updated our EIP Agreements (September 24, 2016) to include these MLA disclosures:
MAPR disclosure
There is a 36% annual percentage rate cap on credit transactions subject to MLA. This rate is referred to as the Military Annual Percentage Rate (MAPR). This doesn't apply to T-Mobile, because we don't charge interest.
Toll-free number
The toll-free number 1-844-279-9461 was created and included in the EIP agreement to provide covered borrowers oral disclosure of the MAPR model language and a general payment obligation disclosure.
No arbitration
T-Mobile can't require a covered borrower to waive the right to legal recourse, submit to arbitration in the case of a dispute, or give unreasonable notice as a condition for legal action. T-Mobile complies by including a clause in the EIP agreement that limits the application of the Dispute and Arbitration provision to only non-covered borrowers.
Sample EIP language
Protections for Service Members and their families: Federal law provides important protections to members of the armed forces and their dependents relating to extensions of consumer credit. In general, the cost of consumer credit to a member of the armed forces and his or her dependent (a "Covered Buyer") may not exceed an annual percentage rate of 36 percent. This rate must include, as applicable to the credit transaction or account: The costs associated with credit insurance premiums, fees for ancillary products sold in connection with the credit transaction, any application fee charged (other than certain application fees for specified credit transactions or accounts), and any participation fee charged (other than certain participation fees for a credit card account).
You're a "Covered Buyer" if, at the time of establishing this EIP, you're an active duty servicemember, an active National Guard, or Reserve duty member, or you're a qualifying dependent of that member.
Oral disclosure: If you're a Covered Buyer, you may obtain information about this EIP, including information about the payment obligation, by calling us at 1-844-279-9461.