Billing name, SSN, and birth date changes

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Use these steps to update billing name, social security number, and birth date for the Billing Responsible Party only. Includes Mobile Service Discounts accounts.

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Billing name change for marriage, divorce, or misspellings Legal name change, billing name change for marriage, divorce, or misspellings Social security number (SSN) & birth date change validation: Care Social security number (SSN) & birth date change validation: Retail Billing name change for marriage, divorce, or misspellings Suffix changes follow the Social Security number (SSN) and birth date changes for Care or Retail below. Customers wanting to transfer ownership of their line(s) to an existing or potential account follow the Change of Responsibility policies. Never change the billing name in place of a Change of Responsibility. For Employee account type, have the employee email Special Account Care after submitting their name change through WorkDay. Acceptable forms of identification to show proof of name change Government-issued photo ID. Social Security card. Proof of address such as a utility or bank statement. Marriage or divorce certificate for marriage/divorce changes. Important: Identification must include both the old and new name for marriage and divorce. Customer will need to provide both the Government-issued ID and paperwork (One form must be old name and one should be new name). Legal name change, billing name change for marriage, divorce, or misspellings Exception: Retail can only update names on regular individual accounts. For Employee's account type, update with HR, then email Special Account Care.

Care Don't make any name updates. Advise customers to take acceptable forms of identification listed above to a T-Mobile store to have changes made. Only if customers can't visit a store, advise the customer they can mail a copy of the identification. See Executive Response Team contact information.
Retail Verify the customer with an acceptable government-issued photo ID, and confirm they are the Billing Responsible Party. Authorized Users cannot change the account name, except on Business/Retail accounts. Review the current billing name. For misspellings, confirm that the ID matches the account name, besides the misspelling. For marriage or divorce, request additional proof: If the ID does not match the account name because it has the new name, request proof of the old name from the list above. If the ID matches the account name, confirm that the customer has already requested a new ID. If not, recommend they do so before changing the account name to ensure they can continue to be assisted in-store. If so, request an ID with the new name from the list above. If the customer has the required IDs, enter the account. Navigate to the name change transaction. Tapestry: View profile details > Account information > Edit contact information > Billing name Change and save the new billing name. Use letters only, do not use any symbols. Business and Government accounts Make Tax ID updates for reversed digits or minor entry errors. For completely different digits or generic values:

Verify account and required documents below. Fax documents to Credit Underwriting using the Small Business Verification fax cover sheet. Let customers know changes are made within 4 hours if faxed before 6 p.m. ET, or 24 hours if faxed if faxed after 6 p.m. ET. Memo account with changes made. Required documents: Articles of incorporation or business license. Proof of address such as a utility statement in the businesses name. IRS document with tax ID such as a recent tax return, IRS CP575, or IRS Letter 147c. Social security number (SSN) and birth date change validation: Care Customer SSN, birth date or suffix change requests. Note: For birth date change requests from the Retail Team, for changes related to Unlimited 55+ re-verification, follow Unlimited 55+ Re-Verification.

Don't make any updates. Memo the request. Advise the BRP: Take any one of the required documents below to a corporate T-Mobile store to have changes made. If they cannot visit a store, they must mail a copy of the required document in the list below. See Executive Response Team contact information. Required documents:

Birthdate changes: Government-issued photo ID Social security card changes: Social Security Card, including the front and back.. Social security number (SSN) and birth date change validation: Retail Retail steps Verify the customer is the BRP. Confirm the BRP has the required documents and their phone, they will be required to confirm an OTP. Verify documents to the account. Call RSL IVR Option 1, then Option 3. Tell Universal Activations what needs to be updated. Universal Activations steps Do not run credit. Confirm if sales has the customers ID and Social Security card in hand. Send a One Time PIN to BRP. Once the PIN is verified, make any necessary changes. Update account memos. Update birth date When a member of the Retail Team calls in to update a customer's birth date:

Confirm the Billing Responsible Party is present in-store to verify account. Ensure the sales rep verified their government-issued photo ID before completing these steps. Send a One Time PIN to BRP. Once PIN is verified, update the birth date. Memo the account.