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ACCOUNTS SIGNATURE Hey @@@! Thank you for chatting with me. This is Dennis your T-Mobile Messaging Representative today and I’m here to help you with anything you need!

Hi there! This is Dennis your T-Mobile Messaging Representative for today and I’m here to help you with anything you need! First off, thank you for choosing T-Mobile and welcome to Magenta family. How may I help you?

ALIGNMENT AND ASSURANCE I definitely do apologize about this situations, I would really love to look into your account and do the best I can to provide all necessary resolution. Let’s work together and get this resolved today.

I understand your situation and I know that this is something very important to you. Nothing to worry, I am more than happy to check my resources.

I can understand how that might be difficult. No worries, I'm going to help you resolve this issue.

I realize that this situation is difficult, but you don’t have to worry, I will definitely find a solution for you.

PROBING Please tell me more about what exactly you are facing?
Could you give me a little more detail about what you needed to get done? It looks like [issue], is that right?
Could you share a bit more information with me so that I can figure this out for you? For example would you mind sending me the line associated with your account along with the date that you received the charge? Using that, I can take a look in our system and see how we can get this fixed for you. Once I have a bit more information, I'm happy to help get everything resolved for you.

OTHER CARRIER PROBING Would you mind telling me the details of the plan / offer you’re considering? Is there another carrier’s offer you are considering? Have you considered the different fees associated with other carrier plans? What services are most important to you? Are there any issues with your service or device that is causing dissatisfaction?

Marcelino, Dennis Feb 26, 2:36 PM (Edited) SUSPENDED ACCOUNT I can definitely see how important it is to get the access you need to manage your account online. No worries I am here to help you. I would feel the same in your situation. You have nothing to worry about, we'll work this out together.

Could you give me some background about the issue? Alright. Is there anything more you want to tell me about the issue? When did this problem begin?
What error codes did you encounter?

SUSPENDED ACCOUNT - RESTORATION USING PA I can see your account is (# of days) days past due with $(amount past due), and the services were suspended due to non-payment. No worries to restore your services, a minimum payment of $(min payment due) is required, and we can set up a payment arrangement for the remaining balance to reinstate your services immediately.

I completely understand that having service is important and I would love to do everything I can to help. We are currently one step away from reactivating your lines and getting you back in touch with your family and friends. System may just need to detect atleast $$$ payment for us to proceed. Can I help you take care of that payment today?

Normally, you can setup a payment arrangement to secure your account and avoid suspension. Upon checking here, your account was suspended because there is no active payment arrangement to protect it. No worries, the account is still able to set-up a payment arrangement. A payment arrangement will automatically restore your service and ensure that you have more time to make a payment.

I know this is a tough time right now. Good news is, we will be able to restore your service as a one time courtesy. Since we are restoring temporarily your service, it will be activated for 48hours. Another option is to settle the minimum payment of $$$$ and set up a payment arrangement to keep the account active while we are waiting for the investigation to be done. Would that work for you?

https://www.t-mobile.com/support/account/account-suspensions?cmpid=hw_send

SUSPENDED REFERRAL TO PHONE CARE SUPPORT I understand you just want to get into your account and manage your account. I'm sorry you had to face this. I would feel upset too in that situation. However, as I’m sure you can understand, we have to be careful to protect the details and information that you and all of our customers trust us.

You can read up on our security policy and practices here:https://www.t-mobile.com/privacy-center/privacy-notices/t-mobile-privacy-notice

Since we are unable to validate your information via chat. No worries, you can get in touch with our colleagues from the Phone Support Team by dialing 1-800-937-8997. Our colleagues from the T-Mobile Phone Support Team is better handled to help you with restoring your account.

Keeping your identity and your account secure is our top priority. I'm afraid we haven't been able to validate your information. For your protection, please stop by at a local T-Mobile store to complete the transaction.

Marcelino, Dennis Feb 26, 2:46 PM (Edited) FORGOTTEN PASSWORD I’m sorry to hear you’re having trouble logging in to your account. I know how frustrating this can be - I’ve had a similar problem when logging into my accounts before. Let me assure you I will get this fixed for you.

I can send you a link to reset your password, and you’ll be able to log in again momentarily.

Just select Forgot Password? on My T-Mobile.com, and follow the prompts to reset it. http://t-mo.co/2IlzDzW/

If your phone has a compatible biometric scanner (such as Touch ID or Face ID), you can use it on the T-Mobile app so you can sign in securely without having to remember your password.

Marcelino, Dennis Feb 26, 2:49 PM (Edited) EMPLOYEE DISCOUNT INQUIRY Thanks for having interest with our work perks program! You may check out the program at https://now.t-mobile.com/business-employee-discounts.html or call Consumer Corporate Discount at 855-570-9947 in order to receive the 15% discount to be accurately enrolled.

Marcelino, Dennis Feb 26, 2:53 PM (Edited) UPDATING EMAIL To change your account details, such as name, email, or password, follow these steps: Great news! I already set the new email as your email address on the account, but for future reference you can make changes with your personal account information using this easy peasy steps:

Open the app and tap MORE.
Tap Profile Settings > T-Mobile ID.
Choose what to edit:

Name
Email Password Security Questions Phone Numbers 4. Tap SAVE.

This will lessen you waiting on the line and doing it at the comfort of your own. Let me know if you have clarification with this steps?

Marcelino, Dennis Feb 26, 3:20 PM (Edited) NOT PAH - CANNOT MAKES CHANGES ON ACCOUNT I can definitely see how important it is to get the access you need to manage your account online. I know it may be an inconvenience to reach out to the Primary Account Holder. However, my goal is to make sure you never have any issues getting access, again.

In order to have full permission in both online and Care systems, simply have the account holder change your line to Full. It's quick and easy! Once this is done you are good to go!

Feel free to contact us after the change has been made so we can continue with your request!

Marcelino, Dennis Feb 26, 3:21 PM (Edited) MAGENTA COMPLETE Awesome, I see here that your account has been moved to the T-Mobile billing system.

First off, thank you for continuing to choose T-Mobile and welcome to Magenta Family. As part of bringing the two companies together, we need to eventually move all Sprint customers to the T-Mobile Billing System.

Kindly go to t-mo.co/newlogin to find Frequently Asked Questions and Answers located at the bottom of the page.

The first time you access your T-Mobile account, you will use your Sprint username but after setting up your T-Mobile ID, you will use your phone number or email to log in instead of a username. Check out T-Mobile.com/app to learn about how to use the MyT-Mobile app.

Moving forward, your new bill will look different. In the “This Bill Summary” section you can see an overview of all the lines on your account, service plan monthly recurring charges, Equipment monthly recurring charges, and other services. In the “Equipment” section you can see a more detailed view including Balance and number of installment payments made.

Your payments will stay the same amount that you were used to on your Sprint bill. Your rate plan price will stay the same or better. With this update, the way you manage your account is different.

Rest assured, your current rate plan, price, and tenure won't change, your bill will simply look different, and you'll create a new login to access your T-Mobile online account. All that is needed is a compatible phone and SIM Card for all lines.

https://c2.t-mobile.com/accounts/magenta-complete-welcome

https://iconnect.sprint.com/docs/DOC-6681

Marcelino, Dennis Feb 26, 3:22 PM (Edited) FORGOTTEN PIN I understand that you'd like to know your PIN for your account. I have had to deal with a similar problem, so I understand very well. Let me see if there's anything I can do to help you.

In some cases, it is the last 4 digits of the main number on an account that has multiple numbers on it otherwise it is the last 4 digit of your SSN.

I'd like to let you know, that you can update your PIN/Passcode in your T-Mobile app.

If you haven't already, just download and log in to the T-Mobile app.

Select MORE.
Choose Profile settings.
Select T-Mobile ID.
Select the PIN/Passcode section.
Enter and confirm a new PIN/Passcode
Select Save. You will be sent a text confirming the PIN/Passcode update request.

For more information on how to update your PIN/Passcode please visit this link:

Update your Customer PIN/Passcode https://www.t-mobile.com/support/account/update-your-customer-pinpasscode Feb 27

Marcelino, Dennis Feb 27, 3:11 AM (Edited) CANCELATION OF HINT SERVICE - FCR It really saddens me that you are considering in removing your Home Internet Service. I hope you don't mind me asking, may I please know the reason behind it?

I definitely would like you to be aware of the option that you may take before we have it cancelled. May I please ask if you are interested to have it converted into a voice line instead and have friend/relative to take over?

I do want to make sure you're getting the most you can for your money. Do not worry, your voice will not be left unheard. I can actually use your inquiry to raise this issue up. As we speak, I'm already documenting this interaction.

As per your request I have disabled the Home Internet service in your account. This will take effect on 00/2023 (closing date), this is to avoid any prorated charges. Rest assured that you will not see the charge for this service on your next bill moving forward.

CANCELATION OF HINT SERVICE - REFERRAL TO HINT SALES SUPPORT No worries though, our colleagues from the T-Mobile Home Internet team is better handled to help you with canceling the other Home Internet plan. They will be able to access your account and disable the duplicate service.

You may reach them at your own convenience through these numbers:

T-Mobile Home Internet Sales Support: 1-833-621-1716

Marcelino, Dennis Feb 27, 3:27 AM (Edited) CANCELATION OF ACCOUNT - SWITCHING TO OTHER CARRIER Leaving is surely the last thing we would like to hear from you. I can look into canceling your service. However, I would love the opportunity to earn back your trust. Would you mind telling me why you are canceling your subscription, so we can improve our service in the future?

I hope you would allow me, may I please know if there is anything that I can do to change your mind?

OTHER CARRIER PROBING Would you mind telling me the details of the plan / offer you’re considering from them? Is there another carrier’s offer you are considering? Have you considered the different fees associated with other carrier plans? Do you mind telling me what services are most important to you? Are there any issues with your service or device that is causing dissatisfaction?

Marcelino, Dennis Feb 27, 4:28 AM DIGITS WATCH LINE CANCELATION - DEVICE PAID OFF I understand that you're looking into removing your Watch on your plan since you already paid it off. I understand your situation and know that this is something very important to you. Nothing to worry, I am more than happy to check my resources.

I can look into removing the device from your plan. However, I would love the opportunity to earn back your trust. Would you mind telling me the reason for your request, so we can improve our service in the future?

We are grateful for sharing your opinions with us. It will surely benefit our company.

I can definitely help you cancel this line, but this line will no longer be available to be added in the future once removed, but to make sure that I can offer anything, is there someone else who can take over the line instead?

No worries, I totally understand your situation. I will request for the the removal of the line from your account. Please let me go ahead and review your account.

Great news. I am happy to let you know that I have successfully removed the Watch line from your account. Just a heads up, It will take effect at the end of the billing cycle so allow some time for it to reflect. Hopefully I did not missed any of your concern, let me know if there's anything that I can help you with?

Marcelino, Dennis Feb 27, 5:06 AM CANCELATION OF DEVICE PROTECTION P360 I understand that you'd like to remove your device's Protection P360. I would love to understand your situation better and see if there’s any other way we can help.

I absolutely understand wanting to get the best value and to only pay for services you are getting value out of. However, our P360 product gives you full warranty and incidental protection, McAfee protection on your device, and even free screen protector replacements. Also, since this device was purchased through our Jump on Demand program, T-Mobile requires the device to be insured. Do you have coverage from another company for your device?

Marcelino, Dennis Feb 27, 5:09 AM (Edited) NUMBER CHANGE REQUEST I understand that you'd like to request for a number change. I would love to understand your situation better and see if there’s any other way we can help.

May I know the reason for this request?

I can definitely check if there is an available number for that area code. Just a moment.

Thank you so much for patiently waiting, I do see here that there are available numbers for your preferred area code.
These are, (221) 780-5193, (221) 780-5211, (221) 780-5919.

Which one would you like?

Just to confirm would you like to proceed on this process for number change?

[PROVIDE ADVISEMENTS]

Marcelino, Dennis Feb 27, 7:17 AM LIMITED ACCOUNT ACCESS - NOT PAH Thank you for patiently waiting, @@@. Upon reviewing my resources, the line you are currently using is under the standard permission, which means you only have limited access when it comes to the account information. No worries we can definitely change your line permission into full access. All you need to do is to log in the primary line holder that was setup on your account. By any chance are you able to log it in?

Marcelino, Dennis Feb 27, 7:31 AM RECEIPT REQUEST FOR A DIFFERENT NAME 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:

Immediately contact their financial institution(s) and place fraud alerts on your accounts.  
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:

the categories of personal data we have collected;
our business or commercial purposes for collecting or selling personal data;
the sources from which we collect personal data;
the types of third parties we share personal data with;
the types of personal data we disclose for business purposes; and
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:

Port-ins require responses from your previous carrier. For wireless carriers, these may happen within minutes but can take up to 24 hours.
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.
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.
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.
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

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 added you

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.

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.

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 Ong, Jaliha added Palagtiw, Prence Philip

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? Sun

Marcelino, Dennis Feb 27, 3:35 AM (Edited) LINE CANCELATION It really saddens me that you are considering in removing one of the lines on the account. I hope you don't mind me asking, may I please know the reason behind it?

I heard you said you're canceling because you don't like the service, were there any issues I could help resolve?

I'm here to help and I won't stop until we fix these issues. Are you able to tell me more about what you're experiencing? I know this situation is upsetting, I want to help make things right and look into all possible options. I'm going to pull up your account and review the memos and other details to make sure I've got all the information to get this resolved.

It's just the bills, right? It's hard for me to know that you're going part way with T-Mobile. And I do want to thank you for being with us for 0000 years.

WOW! It's been a pleasure to have a valued customer like you. No worries, we will work this out for you. May I know if do you still have the T-Mobile App?

Thank you so much for that additional information @@@. So here's what we're going to do.

You can follow these steps so that you can generate your Port-out PIN

Download and log in to the T-Mobile app.
Select Account or More.
Select Profile Settings.
Select Line Settings.
Select Request a transfer PIN.
You will be directed to verify your identity
Select a phone number to receive a text OTP
Select Continue
You will need to enter 6-digit OTP
Select Continue
Select Get a transfer PIN
You can provide that PIN to your NSP Thu

Balbero, Katrina Oct 28, 4:26 AM De escalate I understand the urgency of having this issue resolved. I'm here to help and provide the best options available! After this, if you still need to speak with a supervisor, then I'll gladly get one for you. Yesterday

Mendoza, Donna Rio Yesterday, 8:25 PM Usages not available online:

I appreciate you for letting us know what shows in your end. It seems like we do have an on going system updates on the app and website for check usage but do not worry! Rest assured that our team is working on this as quickest as they can so you can monitor your usages soon! For the meantime you have the option to check your usages in the Bill PDF in a certain period, you may follow this:

Log in to the T-Mobile app as the Primary Account Holder. From the homepage select View bill, alternately select BILL from the navigation menu. In the Bill Breakdown section either select View by category (default) or View by line. To download, select Download current bill (PDF).