Change of Responsibility (COR) - Existing customer

Page ID: 01fd5

Latest page updates

December 6, 2023: Updated step 8 under Gain acceptance from the existing customer to release the line and added Customer states they are a survivor of domestic abuse.

November 29, 2023: Updated Home Internet/ Magenta Complete Consolidations, removed "Customer wants to merge their home internet only account with their voice account".

November 27, 2023: Updated Home Internet section with info around merging HSI only account with voice account and what to do if receiving an error..

On this page:

Gain acceptance from the existing customer to release the line Home Internet/ Magenta Complete Consolidations Court ordered change of responsibility

Use these steps to release a line for a Change of Responsibility (COR) for individual postpaid accounts.

Gain acceptance from the existing customer to release the line Customer states they are a survivor of domestic abuse If the customer states they are a survivor of domestic abuse and are seeking assistance separating their personal use line from their abuser, follow the SCA process: Protected customer separations for domestic abuse survivors. This process allows separation without consent from the Primary Account Holder. Survivor will need to submit a request to separate their line(s) and for individuals in the care of the survivor. An Attestation form must be completed/submitted along with any applicable supporting documentation as outlined on the Attestation form. A dedicated team will reach out to the customer within two business days. Any action to separate line(s) from the account will be conducted by this team. COR existing customer steps ONLY refer customers to a store for a COR if they are going from individual to a business account, otherwise Retail must call RSL to assist. The customer must be in the store and available to speak to Care. Customers cannot release a line from an account in T-Mobile billing systems to an account in Sprint billing systems or from an account in Sprint billing systems to an account in T-Mobile billing systems. Verify account and confirm the Billing Responsible Party (BRP) is on the line. BRP must be the one calling in due to outbound calling requirements that do not allow you to complete any form of outbound call. See Outbound calls and texts. The BRP cannot be on a three-way or multi-party call. Authorized users cannot authorize a COR. Confirm that the account isn't involuntarily suspended, past due delinquent, on an extended payment schedule, has an active HPP, or other payment arrangement, or an Extreme Roamer Reduction account. Confirm that the MSISDN has been active on the current BAN for greater than 90 days (If the MSISDN was with Sprint, that tenure is included - to verify, check the memos to verify the line was not added in the last 90 days. Memos from Sprint biller are transferred) You can also verify in Atlas and Samson with the steps below. If it is less than 90 days the COR cannot be completed. Exception: If a mobile number change was completed on a MSISDN was established longer than 90 days. This includes port ins and product type changes. Exception: Magenta Complete accounts with an additional HSI-only account can complete a COR, regardless of being under 90-days, as long as the name and person's information is the same between both accounts. Do NOT use tenure shown on the profile tab of MSISDN. You can check the tenure by: T-Mobile billing account Samson: Subs List Icon > “Paperwork” column Atlas: Lines and Devices on Account Overview Screen > Line Info Activation Date Sprint billing account Samson: Subs List Icon > “Paperwork Date” column Atlas: Lines and Devices on Account Overview Screen > Line Info Activation Date Review these guidelines then read the below disclosures and agreement for existing customers. Customers in-store must be available to speak to Care to agree to these terms. Disclosures must be read directly to the customer by Care. Messaging can copy and paste these disclosures. For Spanish-speaking customers, see C2 in Spanish for translating this document to Spanish.

Required disclosures

You are responsible for all charges on your account until the new customer completes the Change of Responsibility or COR, --the account balance will not transfer to the new customer.

The new customer may need to run credit and pay a deposit.

If the Change of Responsibility drops your account to below the line amount for your rate plan, you will need to contact Customer Care to change your rate plan to a different plan once the Change of Responsibility is completed to avoid additional bills at the cost of the family rate plan.

You can keep the Magenta Complete plan if your account still meets the terms. Only Coaches and above have proper permissions to make the change. See Magenta Complete plans for more information

If you have no active lines after the Change of Responsibility completes, the account will be cancelled, and you will no longer have access to previous bills and call details on My T-Mobile. The Billing Responsible Party must remember their PIN/Passcode to verify their cancelled account. Update PIN/Passcode in customer requests.

The COR is good for 30 days.

Final payments need to be made by speaking with Customer Care, mailing it with the payment remittance slip found on your billing statement, or by visiting a Retail location.

Any future payments made via our automated system reached when calling Customer Service will be applied to the account of the party who has taken responsibility for the number(s).

Your voicemail box may be deleted and all old messages may be lost, so make sure to save voicemails you want to keep.

Please complete any needed equipment returns before transferring account responsibility. Once the Change of Responsibility is complete, devices can't be returned, however, exchanges for defective equipment can still be performed by the new subscriber.

Home Internet CORs only (Read above disclosures first) Confirm that the potential customer's account meets the plan eligibility criteria on T-Mobile Home Internet plan.

You will no longer be responsible for returning the Home Internet Gateway to T-Mobile. That responsibility will transfer to the potential customer taking over your service.

If the potential customer plans to use the service at a different address, the new address will need to be checked for eligibility. See Address Changes: Home Internet.

Feature and Promotion disclosures

Coverage Devices

I see you currently have a coverage device assigned to the line of service being transferred out via the COR. As this COR will result in cancelation of that line on your account, you must now return the coverage device in working condition to avoid a replacement fee of up to $400. I can order a return kit for you. However, should you still need or want the coverage device, you have the option to assign it to a different line of service on your account prior to performing the COR.

AutoPay when the COR cancels the account

If your account has AutoPay active, once the COR is complete, your final bill amount will be deducted as normal about three days before the due date.

Equipment Installment Plan

If your account remains open following the COR:

The Equipment Installment Plan (“EIP”) associated with the transferred line(s) can continue on your account. In that case, you will remain responsible for all charges associated with the EIP, per the terms and conditions of the EIP agreement. If you wish to transfer the EIP balance to the new customer, I can check if you are eligible. You have up to 60 days from the date of the COR of the EIP line(s) to transfer the associated EIP balances. If you have any EIP balance and your account is canceled, the EIP balance will be charged IN FULL on your final bill. EIPs are not eligible to be transferred within the first 90 days of beginning financing, see Balance transfers: EIP for verification. Advise customers, once their lines are moved to Magenta biller, they are limited to one future EIP change of ownership for the life of the account.

JUMP! leases

T-Mobile is unable to transfer JUMP! on Demand leases between accounts, and you will remain responsible for all charges associated with it per the terms and conditions of your lease agreement. If your account is canceled following the transfer, the remaining JUMP! monthly lease payments with applicable taxes will be charged to your final bill along with the purchase option price for the device. You can return the device within 30 days to have the purchase option price credited.

Promotions

Service promotions are not transferrable during a COR, not even for deceased customer COR. Example: Line On Us Promos, Service Discounts

Recurring Device Credit Promos (RDCs): With an active EIP (not already paid off), device promotions can transfer to a new BAN through the COR process and remain active if active/enrolled RDC is Purchase + Trade-In:

EIP and MSISDN are both transferred to Target BAN No plan requirement or Target account will be on eligible rate plan Promotions that will not transfer unless all eligibility criteria are met on the Target BAN:

Active/Enrolled RDC is Purchase + AAL/Port-In: Active EIP (not already paid off)/MSISDN must move to Target BAN AND:

Port-In number should move in addition to COR line (unless COR line is Ported-In line) AAL and COR number must move to Target account to maintain line count. Example: Promo requires purchase + trade + AAL = Source BAN has two voice lines. Target BAN would have to have both lines moved or would have to move line with promotion and then add another line to meet line count eligibility.

DIGITS

If the only remaining line on the existing account will be a DIGITS line, that line must be converted to a standard GSM voice line before the COR is completed.

Required: Customer agreement

[Insert Billing Name], you agree to allow T-Mobile to transfer your number ending in (Insert last four of Mobile Number) to a new customer and for us to discuss this transfer with them. Again, you will remain responsible for the mobile number and all charges on your account until the COR is complete. If the transfer of this number results in your account being cancelled, any outstanding EIP balance that is not transferred will be reflected on your final bill and must be paid in full (email address of existing customer for transfer). If you have Autopay set up, the EIP charges will be included in the total amount on the final bill which will be charged to the card on file.

Paste the English Customer Agreement script (If read in Spanish, include “Delivered in Spanish) as a memo on the line being transferred using code COR. Check Atlas to confirm the email is current. Click the email icon on this page to send the Transfer account or line ownership page to the customer−make sure to review over the phone. Complete the One Time PIN in either Atlas or Samson. You must speak to the BRP customer (Billing Responsible Party) customer to complete the OTP and move the authorization in Samson. Send the One-Time PIN to the BRP’s line to verify and ensure the transaction is authorized by the account holder. Create a separate memo summarizing the call with the customer. Access Samson and complete a Move Authorization to the line completing the COR. In Samson, on the Agreement tab, click Actions from the top navigation menu. Click Move Authorization. In the Move Authorization window, select the mobile number completing the COR and click Save. This step must be completed for the potential customer to assume responsibility of the account. Ask if the potential customer is available. If yes, see Change of Responsibility (COR) - Potential customer. If no, potential customers must call Activations (if no account) or Care if they already have an account, within 30 days. Do not refer customers to a retail store; CORs cannot be completed by the Retail Team due to system limitations. Home Internet/ Magenta Complete Consolidations Use this for customers who have a Home Internet Only or MI only account on the T-Mobile Biller and an account on Sprint.

Customer wants to Migrate (MAP) Sprint account to T-Mobile

Inform the customer that they need to wait for Magenta Complete. Once their Sprint Biller account is moved to the T-Mobile biller, they can request a Change of Responsibility to combine both accounts at that point. Customer's credit class with T-Mobile should match what they had on the Sprint biller. (Move the Home Internet/ MI line to the account that had the MAP done on it) The customer must be in the store and available to speak to Care. If you are trying to merge an HSI-only account with the voice account and getting an error, follow these steps:

Complete a move authorization on the HSI-only account and notate all COR memos. (If this is an HSI-only account and there is no voice line to send an OTP to, send an OTP on the voice line and then work with your leader to complete a bypass). Try to complete the COR with BAN to BAN move: Samson. Special-Dealer accounts are not eligible for HSI lines so they cannot be combined. If you receive an error that the customer has used all of their approved lines, work with your Team Manager to temp change the line limits in the Customer Override Tool . Team Managers: Go to the Line Limit tab. Select Update. Select the line type, Reason is temporary line, and change the approved lines. Select Submit. For the deposit screen, select reason as Deposit error and update the number on Max Range. Select Submit. Once move is complete, follow the above steps again to change the line limits back. Court ordered change of responsibility Important:

This section is for divorce court orders only. If the customer is a victim of domestic violence, refer to Protected customer separations for domestic abuse survivors. Divorce court ordered COR only

End users and Authorized users who have a divorce court order may transfer mobile numbers for their personal line and minors under their care from an existing T-Mobile account with court issued order. The court must provide a separate order directing T-Mobile to transfer the billing responsibility for and rights to the wireless number to the potential customer.

The court order must list the following: Name and billing telephone number (or BAN) of the primary account holder. Name and contact information of the person to whom the telephone number(s) will be transferred. Each telephone number to be transferred. The court order must be mailed to: T-Mobile Executive Response ATTN: Chris Muzio 1201 Menaul Blvd NE Albuquerque, NM 87107

The Executive Response team will contact the customer to complete the Change of Responsibility. Advise the customer of the following: Upon transfer of billing responsibility for and rights to a wireless telephone number(s) or numbers to a divorcee, the divorcee shall assume all financial responsibility for the transferred wireless telephone number(s), monthly service costs, and costs for any mobile device associated with the transferred wireless telephone number(s).