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19 14

Details: Customers returned their gateway but, the related line was never cancelled. Customer has continued to be charged the MRC.

Confirm customer intended for HSI line to be cancelled when they returned the gateway. If yes, no action needed, line will be cancelled in 2 week’s time.

Customer Messaging: 

“We noticed that you no longer have a T-Mobile Home Internet gateway device. Your internet plan is scheduled to be canceled in the next 14 days. Please call Customer Care with questions or concerns.”

Plan $170 Line 3221 (watch line) $7

Looks like there might be a better time for us to work together to resolve your concerns. Great news, our team is here to provide you with world class service whenever, wherever, however you want it. Thank you for reaching us today. Have a good one!

ADD A LINE

ORDER DATE: 01/31/2025 NAME: Erica Alinsugay COACH: Carolyn Duenas MANAGER: Karen Belir CONVERSATION TYPE: (Proactive or Reactive) Reactive CHAT ID: 6d6ac085-0738-43ea-a150-318acd7c0f04 ORDER NUMBER: 510189926816 ORDER TYPE: voice line WITH P360?: no WITH ACCESSORIES?: no

351671392568435 Associated EID 89049032007008882600089780245982

MDU Unlock (Postpaid)
Chat ID: 4d2d45b6-d14e-4a0e-98ac-cfe396e7cacc Name: Emmanuel Lala Mobile number: (321) 305-8220 Ban: 973812977 Email: Lalaemmanuel3@gmail.com IMEI: 357994258387680 Make and model: Samsung Galaxy S24 Ultra Reason: currently on deployment in Poland and will use esim services there on active dulty military

NTID: ealinsu2 Name: Erica Alinsugay Coach: Carolyn Duenas BAN: Chat ID: Amount (C&A) / # of lines (Cancel): Reason:

I noticed that your line on the account is still using the old app or hasn't installed the new app yet. We recommend to install the new T-Life app using this link: https://www.t-mobile.com/support/plans-features/t-life

• Open the Settings app.
• Tap on Cellular.
• Ensure that Cellular Data is turned on.
• Tap on Cellular Data Options.

Plan $75 iPhone 14 Pro

Total payments

Total adj.

Your January bill is already settled. Your new bill will be on 01/09/25. The monthly charges for the next bill will be a total of $114.20

It seems like you're on to something important right now. For the meantime, we do have T-life App which is our new platform where you can access the same amazing perks and exclusive deals that you enjoy with T-Mobile Tuesdays. We are also combining your connected world with account management, Home Internet features, and SyncUP features!

Download it now! https://www.t-mobile.com/support/plans-features/t-life

iPhone 16 Plus 128GB Full price: $929.99 Monthly: $38.75

iPhone 16 Pro Max 256GB Full price: $1,199.99 Monthly: $50.00

Incident Report

Type of Incident: SITE NUMBER: Date and Time in Memo or LiveEngage: Name of Employee/Employees involved:
Conversation ID (Incident): MSISDN: BAN: Description of the Incident:
Steps taken to address the issue: Document missed to utilize:

To set up AutoPay using the T-Life app, follow these steps:

• Log in to the T-Life app.
• Select the Manage tab.
• Select the gear icon on the top, right corner.
• Select Billing & Payments.
• Select AutoPay.
• Enter the payment method details.
• Select Save Changes.

PROMO ESCA

CHAT ID: f186c81f-dd40-4567-8f5f-4feda25e9081 EIP ID: 202409131104587708 BAN: 232068544 LINE: 9085960726 C2 DOC: https://c2.t-mobile.com/offers/expired-offers/375f8 PROMO CODE ( Sample T711/P009 ): P816 BRIEF ESCALATION DETAILS: promotion was inactive due to trade in issue, checked HIVE no details about the device

To find the IMEI on an iPhone, follow these steps:

• Open the Settings app on the iPhone.
• Tap on "General."
• Tap on "About."
• Scroll down to find the IMEI number listed.

To pay your bill using the T-Life app, follow these steps:

• Log in to the T-Life app.
• Select the Manage tab.
• Select Make a payment.
• Choose either Total balance or Other amount.
• Select the date to make the payment. You can edit the date if needed.
• Select a saved payment method. To add a new payment method, select Edit next to a saved payment method.
• Select Pay to process your payment.

For T-Life app:

• Log in to the T-Life app.
• Select the Manage Tab.
• Select See Plans.
• Select Manage Add-ons.
• Select the desired line.
• Select the feature to add/change/remove: One-Time Data Pass.
• Select Continue.

With the data pass for 10 days, it provides high-speed data and unlimited calling and messaging.

Within 30 days of T-Mobile activation, submit for reimbursement at promotions.t-mobile.com with the necessary device financing

You must submit for a rebate on promotions.t-mobile.com within 30 days of receiving your new device.

To pay as a guest using the T-Life app, follow these steps:

Open the T-Life app. If you don't have it, download it from your app store. Log in to the T-Life app. Select the "Manage" tab. Select "Make a payment." Choose "Total balance" or "Other amount." Select the date to make the payment. You can edit the date if needed. Select a saved payment method or add a new payment method by selecting "Edit" next to a saved payment method. Select "Pay" to process your payment.

To check your bill using the app, please follow these steps:

1. Log in to the T-Life app.
2. Select the Manage tab.
3. Navigate to Billing & Payments.
4. Select View bill.
5. In the Bill Breakdown section, you can either select View by category (default) or View by line.
6. To download your bill, select Download current bill (PDF).

to check data usage on the T-Life app, follow these steps:

• Log in to the T-Life app.
• Select the "Manage" tab.
• In the "People" section, scroll to select the line you wish to view usage for, and select "Data Used."
• On the "Line Usage" page, continue with the current bill cycle or select the drop-down to view usage for a different bill cycle.
• Select the "Data" tab to view data usage.

Complete Redemption:

• Instruct the customer to open the SMS link they received.
• Log in using their T-Mobile ID and password.
• Tap the Go to Netflix button when the “You’re almost done.” page loads.
• Enter their Netflix account email address and click Continue. If they don’t have a Netflix account, they can create one during this process.
• Enter their password and click Continue.
• Confirm the Netflix plan they want and click Continue.
• Click Start Watching to complete the process.

https://www.t-mobile.com/support/new-to-tmobile/promotional-cards-credits-and-rebates#heading5

If you pay off your EIP early, you’ll continue to receive the promised Recurring Device Credits (RDC) as an account-level credit through the remaining months of the promotional credit period (up to 24 or 36 months).

Customers enrolling July 1, 2024 and later will forfeit the remainder of their monthly RDC if they choose to pay off their EIP early.

Initially, we can pay off the device early and then keep the promotion. Its just that we got a recent update last July that we are unable to keep it once the device has been paid off.

Here are the steps to pay your bill using the T-Life app:

1. Log in to the T-Life app.
2. Select the "Manage" tab.
3. Select "Make a payment."
4. Choose either "Total balance" or "Other amount."
5. Select the date to make the payment. If you need to change the date, select "Edit."
6. Select a saved payment method. To add a new payment method, select "Edit" next to a saved payment method.
7. Select "Pay" to process your payment.

To suspend a line using the T-Life app, follow these steps:

• Log in to the T-Life app.
• Select the Manage Tab.
• In the People section, select the desired device/line.
• Scroll down to the Device security section and select Suspend line temporarily.
• Review the suspend Terms & Conditions.
• Select Continue.
• Enter a start and end date for the suspension.
• Select Continue to finish.

You have 7 days to return your device, in its original packaging, with all accessories and if you do not, this return authorization will automatically expire. You will be provided return instructions, which contain a link (instructions) to print your prepaid UPS return label. Package your device securely for the return.For Buyer's Remorse Returns Only: If the device is returned damaged or blocked, the device will be returned to the shipping address on this return order and the return authorization will be closed We'll process your return within 30-days of receipt and notify you by letter or e-mail with details on any refunds to your account or changes to your handset agreement (if applicable). After your return is processed: We'll refund all applicable out-of-pocket charges associated with your order to the credit card you used. Any equipment agreement for the device will be closed. Any billed monthly payments from your equipment agreement will be refunded within 1 to 2 bill cycles.

To make a device purchase on the T-Life app, follow these steps:

• Log in to the T-Life app.
• Select the "Shop" tab.
• Select "It’s time to upgrade your device."
• Choose the desired line to upgrade and continue.