CHAT 3/04/2024 · Offline Notepad

SIDNEY MOSHER

SIDNEY Mosher, 05 Mar. 2024 , 12:04am Ok

SIDNEY Mosher, 05 Mar. 2024 , 12:05am Thanks

Nikkaeunice, 05 Mar. 2024 , 12:05am Hi Sidney, This is Eunice from T-Mobile, how may I help you? [Read]

SIDNEY Mosher, 05 Mar. 2024 , 12:05am I would like to upgrade my device. Can I do that in an Apple Store? Or do I have to do that in a t mobile store?

SIDNEY Mosher, 05 Mar. 2024 , 12:07am Apple offers the y mobile equipment installment program and has the device that I want available now

SIDNEY Mosher, 05 Mar. 2024 , 12:08am *T Mobile Equipment Installment Program

Nikkaeunice, 05 Mar. 2024 , 12:08am That is a great question Sidney, you can do an upgrade here in T-Mobile and I would be more than willing to help you with the process. Can I kindly ask what are the offers that you want to have and the device that you want? [Read]

SIDNEY Mosher, 05 Mar. 2024 , 12:08am That doesn’t answer my question

SIDNEY Mosher, 05 Mar. 2024 , 12:08am Can I go to the Apple Store to do this upgrade?

Nikkaeunice, 05 Mar. 2024 , 12:10am Let me rephrase that Sidney, you can definitely do an upgrade on apple but you can also do it here in T-mobile and I can help you with the process. [Read]

SIDNEY Mosher, 05 Mar. 2024 , 12:11am Excellent thank you. I would prefer to do it in person to ensure it goes smoothly and I would like to do it in an Apple Store since it is an apple device

Nikkaeunice, 05 Mar. 2024 , 12:14am You are most welcome! I'm so excited for you to get an upgrade, I hope it goes smoothly for you like you hope for, while you have me here o you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Sent]

[Privately] Richelle, 05 Mar. 2024 , 12:14am Yes, she can definitely do an upgrade at the Apple store [Sent]

LUIS RENDON

Luis Rendon, 05 Mar. 2024 , 12:17am Hello

Luis Rendon, 05 Mar. 2024 , 12:17am Order status

Nikkaeunice, 05 Mar. 2024 , 12:19am Hi Luis, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Can I ask what is the order number for the status you are looking for? [Read]

Luis Rendon, 05 Mar. 2024 , 12:19am Hello!

Luis Rendon, 05 Mar. 2024 , 12:19am 71115841002

Nikkaeunice, 05 Mar. 2024 , 12:21am Thank you so much for that Luis! let me check on that for you. While I am working on your request, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read]

Luis Rendon, 05 Mar. 2024 , 12:21am Everything’s fine so far 👍🏼

Nikkaeunice, 05 Mar. 2024 , 12:27am Got you, I'm glad that everything is fine on your end~! Thank you so much for waiting Luis upon checking your order I can see here that it is already 'Ready to Ship' once your order has been shipped you will get an email for the confirmation. Rest assured that your order will get to you. Does that answer your concern? [Read]

Luis Rendon, 05 Mar. 2024 , 12:28am Any time/date range on shipping date ?

Luis Rendon, 05 Mar. 2024 , 12:29am Or do I have an Option to cancel ? I have a out of country business trip, won’t be able to receive the tablet if it gets here past the 6th

Nikkaeunice, 05 Mar. 2024 , 12:30am Good question Luis, I can see here that you can receive your order within this day or tomorrow. Rest assured that your order will be there in time. [Read]

Luis Rendon, 05 Mar. 2024 , 12:30am I receive the order today or tomorrow ? Or it will be shipped between today/tomorrow

Nikkaeunice, 05 Mar. 2024 , 12:32am It will be shipped within today or tomorrow. [Read]

Nikkaeunice, 05 Mar. 2024 , 12:33am I know how important it is to receive your order on time but rest assured that the information provided to you by T-mobile will be followed so the date stated there will be on point. Do you have any further question or request? [Read]

Luis Rendon, 05 Mar. 2024 , 12:34am Last question.

how long till it gets here after it ships ? Is it one day ? I’m sorry for all the questions, I leave Wednesday mid day and won’t be back in 3 weeks. I won’t be able to receive tablet, device will be returned, it will be a hassle

Nikkaeunice, 05 Mar. 2024 , 12:38am It's okay to ask Luis, I'm sure you just want clarification with your order, what I can tell you is that once the shipping started it will be delivered on UPS and it depends on the location whether you can receive the order on the time that you want. [Read]

Luis Rendon, 05 Mar. 2024 , 12:40am Ok, could I make a quick edit on address ? could you please just modify address and add “unit 4003” on address 2? Apparently it was removed when your site corrected address”

Nikkaeunice, 05 Mar. 2024 , 12:42am Upon carefully checking your order details there is already a 4003 on it, although just to confirm is this the address that you want ?

15509 N Scottsdale Rd Unit 4003 - Building A
Scottsdale, AZ 85254 US [Read]

Luis Rendon, 05 Mar. 2024 , 12:42am Thank you

Luis Rendon, 05 Mar. 2024 , 12:42am That would be it 👍🏼

Luis Rendon, 05 Mar. 2024 , 12:42am Hopefully is sent today

Nikkaeunice, 05 Mar. 2024 , 12:43am You are most welcome, I also hope that you can receive your order in time. I know how important it is to get your order on time also as we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far? [Read]

Luis Rendon, 05 Mar. 2024 , 12:44am It was perfect 👍🏼

Nikkaeunice, 05 Mar. 2024 , 12:44am Cool! Customer experience is always the center of our commitment. I hope I was able to positively impact your overall T-Mobile experience. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! [Read]

Nikkaeunice, 05 Mar. 2024 , 12:44am Did we take care of your reasons for reaching out today completely? [Read]

Luis Rendon, 05 Mar. 2024 , 12:45am Yes 👍🏼

Nikkaeunice, 05 Mar. 2024 , 12:45am Yaaay! I hope you'll remember T-Mobile the way I have handled your concern today,. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! [Read]

Nikkaeunice, 05 Mar. 2024 , 12:46am Here in T-Mobile we're glad to assist you regarding your order status. We hope our service and work brought a smile to your face and made your life just a little easier. I'm so happy we were able to help. Have a great rest of your day! [Read]

Luis Rendon, 05 Mar. 2024 , 12:46am Thank you you too

VISITOR

N/A, 05 Mar. 2024 , 12:45am Coverage. Speed. Reliability. Welcome to T-Mobile where you can have it all on America's largest 5G network. How can we help you today? [Sent]

Visitor, 05 Mar. 2024 , 12:45am new phone

T-Mobile, 05 Mar. 2024 , 12:45am Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 05 Mar. 2024 , 12:45am Let’s work on your request. [Read]

T-Mobile, 05 Mar. 2024 , 12:45am [Rich Content] [Read]

Visitor, 05 Mar. 2024 , 12:45am Yes, I am a customer!

T-Mobile, 05 Mar. 2024 , 12:45am [Rich Content] [Read]

Visitor, 05 Mar. 2024 , 12:45am Upgrade my device

T-Mobile, 05 Mar. 2024 , 12:45am [Rich Content] [Read]

Visitor, 05 Mar. 2024 , 12:46am Chat with a live Expert

T-Mobile, 05 Mar. 2024 , 12:46am [Rich Content] [Read]

Visitor, 05 Mar. 2024 , 12:46am i cannot do that

T-Mobile, 05 Mar. 2024 , 12:46am [Rich Content] [Read]

Visitor, 05 Mar. 2024 , 12:46am something else

T-Mobile, 05 Mar. 2024 , 12:46am Transferring you to our live customer support team, who will be with you as soon as possible. T-Mobile may store this message. Learn more at t-mo.co/Privacy. [Read]

Nikkaeunice, 05 Mar. 2024 , 12:48am Hello I would like to help you with your concern but in order to do that, could you be so kind to fill out the authentication form so that I can check on your account, Is that alright? [Read]

Nikkaeunice, 05 Mar. 2024 , 12:48am [Rich Content] [Read]

Visitor, 05 Mar. 2024 , 12:48am i cant login because my phone doesnt work to get the security code

Visitor, 05 Mar. 2024 , 12:48am can i provide other information?

Nikkaeunice, 05 Mar. 2024 , 12:51am That is very unfortunate, I understand how important it is to get your security code working, let me provide an SSO for you so that you can access it.

Clear your browser cache and cookies: Sometimes, this can resolve login issues. After clearing your cache and cookies, try logging in again directly from the T-Mobile website.
Try logging in from a different device: If you have another device available, you can try logging in from there.
Use a different browser or incognito mode: Sometimes, certain browsers may have issues with specific websites. Trying a different browser or using incognito mode can help.
Reset your password: If you're still unable to log in, you may need to reset your password. You can do this from the login page by clicking on "Forgot password? [Read]

Nikkaeunice, 05 Mar. 2024 , 12:51am Let me know if these steps work for you so we can work with your concern. Sounds good? [Read]

JAY PATEL

Jay Patel, 05 Mar. 2024 , 12:52am I need to make a payment arrangement please

Jay Patel, 05 Mar. 2024 , 12:52am No

Nikkaeunice, 05 Mar. 2024 , 12:54am Hi Jay, this is Eunice from T-Mobile, I’m happy to help take care of your payment arrangement set up for you. Can I ask what is the reason why you want to set up a payment arrangement? [Read]

Jay Patel, 05 Mar. 2024 , 12:55am I need more time to pay my bill.

Jay Patel, 05 Mar. 2024 , 12:55am Thank you

Nikkaeunice, 05 Mar. 2024 , 12:57am You are most welcome. Thanks for letting me know that, Jay! We appreciate you being a valuable customer to T-Mobile. I understand what you feel right now as I know things can sometimes be challenging due to unexpected circumstances. But no worries, I would be delighted to help you. I hope you don't mind me asking may I know the struggles you have in paying your bill? [Read]

Jay Patel, 05 Mar. 2024 , 12:58am There’s no struggles I just had a family emergency come up

Jay Patel, 05 Mar. 2024 , 12:58am And need a little longer to pay my bill please

Nikkaeunice, 05 Mar. 2024 , 01:01am That is very unfortunate, I do hope that you get over that struggles with your family. I understand that you need some time to pay for your bills and I would be more than glad to help you out with it. Can I kindly ask when can you pay for the bill ? [Read]

Jay Patel, 05 Mar. 2024 , 01:01am 3/22

Nikkaeunice, 05 Mar. 2024 , 01:03am Understood Jay, let me just check on your account. While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read]

Jay Patel, 05 Mar. 2024 , 01:03am No that will be it. Thank you.

Nikkaeunice, 05 Mar. 2024 , 01:04am You are most welcome Jay! I have checked the account and can absolutely see here that you can still set up a new payment arrangement on the account. We just need to wait for the current payment arrangement to be removed automatically by the system, which may happen today or tomorrow upon missing the arrangement date. Are you good with this option? [Read]

Jay Patel, 05 Mar. 2024 , 01:05am Yes that’s fine:

Jay Patel, 05 Mar. 2024 , 01:05am Thank you.

Nikkaeunice, 05 Mar. 2024 , 01:06am Alright, I will give you a call back later or tomorrow once I have confirmed that your payment arrangement has already fall off. Can I confirm if 3/22 will be the new date you want for your payment arrangemet? [Read]

Jay Patel, 05 Mar. 2024 , 01:07am Yes please thank you

Nikkaeunice, 05 Mar. 2024 , 01:11am I got you Jay! also I would like to inform you that you can set up a payment arrangement on your own via APP so that you can save up the $10 support fee, would you like me to give you the step by step? [Read]

Jay Patel, 05 Mar. 2024 , 01:12am I can do it myself tomorrow on the app thank you

Nikkaeunice, 05 Mar. 2024 , 01:13am Understood thank you so much Jay for keeping up with your bills, we appreciate customers like you here in T-mobile. to extend my help here is an SSO just incase you need it.

To set up a payment arrangement via the T-Mobile app, follow these steps:

Log into your T-Mobile App: If you don't have the app, you can download it from the App Store or Google Play.1
Navigate to the Billing section: Here, you'll find options related to your bill and payments.
Look for the option to set up a payment arrangement: This option allows you to schedule your payments at a later date if you are past due. [Received]

Nikkaeunice, 05 Mar. 2024 , 01:15am As we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far? [Received]

Nikkaeunice, 05 Mar. 2024 , 01:32am Here in T-Mobile we're glad to assist you regarding your payment arrangement. We hope our service and work brought a smile to your face and made your life just a little easier. So happy we were able to help. Have a great rest of your day! [Received]

ARMANDO MEJIAA

Armando Mejia, 05 Mar. 2024 , 01:25am App not working

Nikkaeunice, 05 Mar. 2024 , 01:27am Hi, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. May I kindly ask what is the error that you're getting in your end ? [Sent]

TAYA BABBIT

Taya Babbitt, 05 Mar. 2024 , 01:21am I was trying to figure out my last payment for Galaxy S22+

Taya Babbitt, 05 Mar. 2024 , 01:37am None of the above

Taya Babbitt, 05 Mar. 2024 , 01:37am Nvmd Thanks 😊

Taya Babbitt, 05 Mar. 2024 , 01:38am No need to transfer me. Thanks have a great day.

Nikkaeunice, 05 Mar. 2024 , 01:39am Hi Taya, this is Eunice from T-Mobile. Just to make sure everything is alright doo you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read]

Taya Babbitt, 05 Mar. 2024 , 01:41am No, thanks have a great day.

Nikkaeunice, 05 Mar. 2024 , 01:43am Got you Taya~! I just want to make sure that customers like you you get the best service here in T-mobile, If you have no other concerns I hope you have a great day too, bye~!! [Sent]

KWAME YIADOM

Kwame Yiadom, 05 Mar. 2024 , 01:48am Hi

Kwame Yiadom, 05 Mar. 2024 , 01:48am Unlock device

Kwame Yiadom, 05 Mar. 2024 , 01:49am No

Kwame Yiadom, 05 Mar. 2024 , 01:50am 1375

Kwame Yiadom, 05 Mar. 2024 , 01:50am Yes

Kwame Yiadom, 05 Mar. 2024 , 01:50am Traveling overseas

Kwame Yiadom, 05 Mar. 2024 , 01:51am No

Kwame Yiadom, 05 Mar. 2024 , 01:52am I need help

Kwame Yiadom, 05 Mar. 2024 , 01:52am Chat with a live Expert

Nikkaeunice, 05 Mar. 2024 , 01:54am Hi Kwame, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Can you I ask for the reason why you want your device unlocked? [Read]

Kwame Yiadom, 05 Mar. 2024 , 01:54am Traveling overseas

Nikkaeunice, 05 Mar. 2024 , 01:55am Oh I see that sounds exciting I hope you have fun travelling overseas! Can I kindly ask the number you want to be unlocked? [Read]

Kwame Yiadom, 05 Mar. 2024 , 01:56am Thanks., the one ending in 1375

Nikkaeunice, 05 Mar. 2024 , 01:57am Alright thank you for providing the information for me ! I can see here that you are able to have your device fully unlock. Shall I proceed with the process now? [Read]

Kwame Yiadom, 05 Mar. 2024 , 01:57am Yes please

Nikkaeunice, 05 Mar. 2024 , 01:58am I got you Kwame! While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read]

Kwame Yiadom, 05 Mar. 2024 , 01:59am I need a phone for my spouse is there any promotions that I get get her iPhone less pricy?

Nikkaeunice, 05 Mar. 2024 , 02:00am Great news! your device is already fully unlocked. [Read]

Nikkaeunice, 05 Mar. 2024 , 02:01am I see, let me see some promotion if it is eligible for you. Sounds good? [Read]

Kwame Yiadom, 05 Mar. 2024 , 02:01am Ok

Nikkaeunice, 05 Mar. 2024 , 02:03am Okay! I'm sure your spouse would like to have a new device, it is so admiring to have a loving partner that gives you stuff. an I kindly ask what iPhone you would like them to have? [Read]

Kwame Yiadom, 05 Mar. 2024 , 02:04am Any upgrade maybe 14

Nikkaeunice, 05 Mar. 2024 , 02:07am Alright this is noted! let me check on it for you. Please bear with me. [Read]

Nikkaeunice, 05 Mar. 2024 , 02:11am Hello kwame! I have seen a promotion, you will have to add a new voice line but the good thing here is that you can trade in an apple device for an iPhone 14 with a $800. Would you like this promotion? [Read]

Kwame Yiadom, 05 Mar. 2024 , 02:12am Unfortunately don’t have a phone to trade in at this time but that’s ok

Kwame Yiadom, 05 Mar. 2024 , 02:13am I check on the unlock and it shows that is temporarily unlock for 30 days not fully unlock is there a reason for that?

Nikkaeunice, 05 Mar. 2024 , 02:17am Alright you can upgrade but also do a trade-in with the device you currently have. As per the unlock rest assured that after that 30 days your device will still be fully unlocked. [Read]

Kwame Yiadom, 05 Mar. 2024 , 02:18am Ok will check on the upgrade and see how to proceed thank you for your help

Nikkaeunice, 05 Mar. 2024 , 02:22am You are most welcome Kwame. As we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far? [Read]

Kwame Yiadom, 05 Mar. 2024 , 02:23am It has been great so far

Nikkaeunice, 05 Mar. 2024 , 02:23am Cool! Customer experience is always the center of our commitment. I hope I was able to positively impact your overall T-Mobile experience. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! [Read]

Nikkaeunice, 05 Mar. 2024 , 02:23am Did we take care of your reasons for reaching out today completely? [Read]

Kwame Yiadom, 05 Mar. 2024 , 02:23am Yes

Kwame Yiadom, 05 Mar. 2024 , 02:23am Thank you

Nikkaeunice, 05 Mar. 2024 , 02:24am Yaaay! I hope you'll remember T-Mobile the way I have handled your concern today,. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! [Read]

Kwame Yiadom, 05 Mar. 2024 , 02:24am Alright have a nice day thank you 🙏🏾

Nikkaeunice, 05 Mar. 2024 , 02:24am We here in T-Mobile, we are happy to help you resolved your concern today. Thank you for being a kind a cooperative customer, I hope you enjoy your travel overseas and be safe! Bye now! [Read]

ARTURO TAPIA

N/A, 05 Mar. 2024 , 02:10am Welcome to T-Mobile messaging! Please turn on app notifications to get updates on the go. [Sent]

Arturo Tapia, 05 Mar. 2024 , 02:10am Hello, I am trying to figure out what my bill comes out to with auto pay on

Arturo Tapia, 05 Mar. 2024 , 02:10am No, thanks

Arturo Tapia, 05 Mar. 2024 , 02:10am I need help

Arturo Tapia, 05 Mar. 2024 , 02:10am Chat with a live Expert

Nikkaeunice, 05 Mar. 2024 , 02:13am Hi, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Can I confirm if you just want to know how much your bill will be with the auto pay on? [Read]

Arturo Tapia, 05 Mar. 2024 , 02:14am Correct

Nikkaeunice, 05 Mar. 2024 , 02:19am Go5G 1st Responder 2L- $10 auto pay discount
DIGITS Apple Watch 500MB- $5 auto pay discount
Magenta Tablet- $5 auto pay discount [Read]

[Privately] Richelle, 05 Mar. 2024 , 02:20am $153.37 in total

Thanks the customer for waiting. [Sent]

Nikkaeunice, 05 Mar. 2024 , 02:22am Making it $153.37 in total. Thank you so much for waiting Arturo. do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read]

Arturo Tapia, 05 Mar. 2024 , 02:30am Not at the moment, thank you!

Nikkaeunice, 05 Mar. 2024 , 02:31am You are most welcome! Did we take care of your reasons for reaching out today completely? [Sent]

Nikkaeunice, 05 Mar. 2024 , 02:43am Hello I have tried calling you and it seems you are out and about since I have been redirected to voicemail, no worries I was just calling to make sure you receive the information that you asked for.

Here in T-Mobile we're glad to assist you regarding your auto pay discount bill. We hope our service and work brought a smile to your face and made your life just a little easier. So happy we were able to help. Have a great rest of your day! [Sent]

NICHOLE AGUIAR

Nichole Aguiar, 05 Mar. 2024 , 01:19am I did not receive the call and email as stated above but am receiving warnings about paying a bill that should be on hold while T-Mobile investigates.

Nichole Aguiar, 05 Mar. 2024 , 01:19am [Image]

Nichole Aguiar, 05 Mar. 2024 , 01:20am [Image]

Nikkaeunice, 05 Mar. 2024 , 01:21am Hi Nichole, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Can I ask when did the investigation started? [Read]

Nichole Aguiar, 05 Mar. 2024 , 01:25am I first presented the issue in October 2022 when I did NOT receive the hardware that was shipped. It was removed from my bill.

Then, on 2/4/24, a new charge was on my bill at which time I reached out to T-Mobile who advised they would do an investigation, that the charge would be on hold and that they would call and email on 2/27.

Nichole Aguiar, 05 Mar. 2024 , 01:26am I did have a missed call on 2/26 but no email or information on outcome of investigation.

Nichole Aguiar, 05 Mar. 2024 , 01:27am I never received the hardware I was charged for and request all charges and fees associated with this issue be removed immediately.

Nikkaeunice, 05 Mar. 2024 , 01:30am Thank you so much for giving me these information Nichole, I understand that this concern has been going for a while. I would love to help you out with this concern. [Read]

Nikkaeunice, 05 Mar. 2024 , 01:31am I understand how important it is to get the investigation process and updates, let me check on your account the previous history so that I can further help you. Sounds good? [Read]

Nichole Aguiar, 05 Mar. 2024 , 01:32am Yes

Nikkaeunice, 05 Mar. 2024 , 01:34am Understood! can you please confirm the date the first investigation promise, is it on 2/4/2024 or is there other previous date? [Sent]

[Privately] Richelle, 05 Mar. 2024 , 01:38am the home internet is in use in the line ending 7673 [Sent]

[Privately] Richelle, 05 Mar. 2024 , 01:43am Hello, Nichole! I see here that you have two home internet lines:

7673- the one that you are using right now and 1839 which was cancelled on 11/17. [Sent]

Nikkaeunice, 05 Mar. 2024 , 01:44am Hello, Nichole! I see here that you have two home internet lines:

7673- the one that you are using right now and 1839 which was cancelled on 11/17.

Can you kindly confirm this for me ? [Read]

Nichole Aguiar, 05 Mar. 2024 , 01:46am I should not have 2 lines. The first line was never used because the hardware was not received.

I should only have the one I am using right now.

Nikkaeunice, 05 Mar. 2024 , 01:48am I appreciate you giving me these information, may I please know if you have the order number for these lines? [Sent]

Nichole Aguiar, 05 Mar. 2024 , 02:12am Not off hand

Nichole Aguiar, 05 Mar. 2024 , 02:12am I could potentially look through email

Nichole Aguiar, 05 Mar. 2024 , 02:13am It’s also likely in above chat

Nichole Aguiar, 05 Mar. 2024 , 02:14am [Image]

Nikkaeunice, 05 Mar. 2024 , 02:16am Thank you so much for that information Nichole I am now checking the order number so I can further know the details. [Read]

Nichole Aguiar, 05 Mar. 2024 , 02:16am You may also read the above thread

Nikkaeunice, 05 Mar. 2024 , 02:20am Alright! [Read]

Nikkaeunice, 05 Mar. 2024 , 02:21am Thank you for the information, I am still investigating the details. Please bear with me [Read]

Nichole Aguiar, 05 Mar. 2024 , 02:21am Ok

Nikkaeunice, 05 Mar. 2024 , 02:25am Thank you so much for giving me time to process all the information. I am working with my team so that we can give you the information that is needed. [Read]

Nichole Aguiar, 05 Mar. 2024 , 02:26am Ok

Nikkaeunice, 05 Mar. 2024 , 02:30am I have checked the order that you provided and it is not visible on my end [Sent]

[Privately] Richelle, 05 Mar. 2024 , 02:35am May I please know if in that order number has got the IMEI of the home Internet device, Nichole? [Sent]

Nikkaeunice, 05 Mar. 2024 , 02:35am I appreciate you waiting patiently, if you don't mind me asking may I please know if in that order number has got the IMEI of the home Internet device, Nichole? [Read]

Nikkaeunice, 05 Mar. 2024 , 02:58am I'm asking this question, so that I can have all the information for us to help you and gave you a permanent resolution about this. [Sent]

[Privately] Jennifer, 05 Mar. 2024 , 03:04am did we call the cx? [Sent]

[Privately] Richelle, 05 Mar. 2024 , 03:04am Thank you for your patience in receiving my call, Nichole!
Based on your order number (insert order number), we could not locate this and the recent handset research, this is meant for your active Home Internet. To be able to remove the charge, we need either the IMEI or the tracking number available. [Sent]

Nichole Aguiar, 05 Mar. 2024 , 03:13am Hello, sorry, I was at lunch!

Nichole Aguiar, 05 Mar. 2024 , 03:14am Here is the tracking number:

Nichole Aguiar, 05 Mar. 2024 , 03:14am 1ZWOY5862980342410

Nichole Aguiar, 05 Mar. 2024 , 03:15am [Image] I never received the device

Nikkaeunice, 05 Mar. 2024 , 03:16am It's alright I hop you had a happy lunch, thank you so much for the information and patiently cooperating with us. Let me investigate this tracking number for you. Is that alright?> [Sent]

Nikkaeunice, 05 Mar. 2024 , 03:35am Hello Nichole thank you so much for waiting patiently and for your cooperation. Upon checking here you have an line cancellation on the phone number (525) 450-1839 that's why our system asked for the return device. Since you mentioned earlier that you have not receive the device what we can do is to file an escalation report so that you can have a permanent resolution, this will take up to 7 business day. What we will do differently is to have your account a collection hold, the collection hold will automatically hold your current bill and you will not be able to receive any charge on your device until the process is done. [Sent]

Nichole Aguiar, 05 Mar. 2024 , 03:41am To confirm:

All charges are on hold AND will be permanently removed after the report is processed (7 business days)

Nikkaeunice, 05 Mar. 2024 , 03:42am Yes that is correct! [Read]

Nichole Aguiar, 05 Mar. 2024 , 03:42am Thanks!

[Privately] Richelle, 05 Mar. 2024 , 03:43am This is what has been done, Nichole.

we put a hold in the account so that you will not be charged for the non return fee.
we filed an escalation and please wait for 7 days for the approval.
we will call you on Wednesday for the update.

Thank you for working with us, Nichole. [Sent]

Nikkaeunice, 05 Mar. 2024 , 03:45am Thank you so much for answering my call. This is what has been done, Nichole.

we put a hold in the account so that you will not be charged for the non return fee.
we filed an escalation and please wait for 7 days for the approval.
we will call you on Wednesday for the update.

Thank you for working with us, Nichole. We really appreciate your cooperation and understanding, rest assured that all of these promises will be met. We here in T-Mobile, we are happy to help you resolved your concern today. Thank you and be safe! Bye now! [Sent]

JAILENE GONZALES

Jailene Gonzalez, 05 Mar. 2024 , 04:54am Can i go into a store & get a change of phone number & new phone, the one that is on the account got lost

Nikkaeunice, 05 Mar. 2024 , 04:55am Hi Jailene, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Can I ask if you just want your phone number change? [Read]

Jailene Gonzalez, 05 Mar. 2024 , 04:56am Yeah i lost the whole phone

[Privately] Richelle, 05 Mar. 2024 , 04:57am suspend the line first and she can get to the store to have the device replaced at the store [Sent]

Nikkaeunice, 05 Mar. 2024 , 04:58am Aww that is very unfortunate, I understand how important it is to have your phone since it is what we used everyday and have many of our memories. Let me help you with your concern, can I kindly ask what is the line connected to the phone that was lost? [Read]

Jailene Gonzalez, 05 Mar. 2024 , 04:59am 0807

Nikkaeunice, 05 Mar. 2024 , 05:03am Alright thank you so much for that Jailene. This is what we are going to do we are going to suspend the line that was connected to the device then you can proceed to the store to have buy your new device. Shall we proceed with that? [Read]

Nikkaeunice, 05 Mar. 2024 , 05:06am I can proceed with the line suspension if you agree with my resolution. Should I suspend the line now Jailene? [Sent]

MELONNA CLARKE

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:09am I have a question about my bill. I expected it to go up a little after upgrading but good googly moogly! It’s doubled

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:10am Yes

Nikkaeunice, 05 Mar. 2024 , 05:12am Hi Melonna, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:12am Hi Eunice!

Nikkaeunice, 05 Mar. 2024 , 05:13am That is shocking to hear that your bill has doubled up and I know you are shaken with this concern, let me help you fix this thing up. Can I kindly ask what is your estimated expected bill? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:14am It’s typically like 280 between myself and family altogether on my employee plan

Nikkaeunice, 05 Mar. 2024 , 05:17am Alright thank you so much for that information let me review your account so I can further provide you with information. Sounds good? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:17am Yeah that’s perfect. As long as I understand what’s what :)

Nikkaeunice, 05 Mar. 2024 , 05:20am Understood Melonna, rest assured I'll do my best to explain the details of your concern to you. [Received]

Nikkaeunice, 05 Mar. 2024 , 05:20am While I am working on your account, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:23am Did we have a partnership/deal for Hulu plus?

Nikkaeunice, 05 Mar. 2024 , 05:25am Thank you for waiting patiently, upon checking your account you indeed made upgrades in your account, I have seen that your plan was from magenta max amounting a $70 per your plan but since you have upgraded to Go5G Next FR the total amount of the plan with 4 voice lines is $200 with auto pay discount [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:26am Which plan is more economical? The plan I had or the current one? I honestly don’t know the difference

Nikkaeunice, 05 Mar. 2024 , 05:27am Upon checking here you are indeed qualify for the Hulu with Ads on Us [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:27am And where that took me from 200 to upwards of 400

Nikkaeunice, 05 Mar. 2024 , 05:27am Have you tried taking advantage of this feature? [Received]

Nikkaeunice, 05 Mar. 2024 , 05:29am Since your previous plan is only $70 your bill is expected to be only on $200+ but since you did an upgrade your current account balance is $400+ considering the $200 for the plan. [Received]

Nikkaeunice, 05 Mar. 2024 , 05:31am As for the comparison of the plan please allow me time to type it down for you, is that alright? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:32am Yes. I need to figure out how to not have my bill that high. I wanted it to remain the same plus the monthly new phone charge

Nikkaeunice, 05 Mar. 2024 , 05:36am Alright please give a few moments while I work on it, sounds good? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:37am Yes. No worries

Nikkaeunice, 05 Mar. 2024 , 05:41am Thank you so much for waiting Melonna, upon checking here the Go5G next first responder plan and Magenta Max have in common is they have unlimited data, talk and text, tax and fees included, Netflix and apple tv+ on us scam shield protection, T-Mobile In-Flight Connection (MAX / Ultimate experience), AAA on Us for 12 months

The advantages of Go5G plan is that you have 50GB of high speed data unlike MM that have 40GB, have Hulu with Ads on Us, and Yearly upgrade [Received]

Nikkaeunice, 05 Mar. 2024 , 05:46am You have your concern about lowering your down your bill, I have a suggestion for you, we can lower down your plan but just to set proper expectation you will lose the promotion and features that you once have from switching into Go5G plan. Will you consider this option? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:53am Give me a few moments

Nikkaeunice, 05 Mar. 2024 , 05:55am I got you Melonna, please take your time and let me know what you decided to do. Alright? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 05:56am Ok thank you

Nikkaeunice, 05 Mar. 2024 , 05:57am You are most welcome, I hope you are able to come into a decision Melonna, I'll be here to gladly assist you. [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:02am What would the bill look like if I switched back to the MM? I need a price point to give a true answer

Nikkaeunice, 05 Mar. 2024 , 06:06am Got it let me check on your account so that I can further discuss the price with you. [Received]

[Privately] Jennifer, 05 Mar. 2024 , 06:15am any update on this?
please check back with cx [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:18am I appreciate your waiting, Melonna. Please stay connected with me! [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:19am Not a problem

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:19am No rush

Nikkaeunice, 05 Mar. 2024 , 06:23am I appreciate you so much for waiting. [Received]

[Privately] Richelle, 05 Mar. 2024 , 06:24am Thanks for patiently waiting. When we put back your plan to Magenta Max from Go 5G next, the monthly recurring charge moving forward is $327.03. [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:24am Thanks for patiently waiting. When we put back your plan to Magenta Max from Go 5G next, the monthly recurring charge moving forward is $327.03. [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:27am Yeah that’s a $110 difference I can’t justify right now. I need to keep the magenta max. It works for me

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:27am And I don’t typically upgrade yearly

[Privately] Richelle, 05 Mar. 2024 , 06:29am Gotcha! Would you like have your plan upgrade backdated effective March 2. Just to set proper expectation, that there will be a pro-rated charge in the next bill or we can have the change effective on your next billing cycle, April. 2. [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:30am Gotcha! Would you like have your plan upgrade backdated effective March 2. Just to set proper expectation, that there will be a pro-rated charge in the next bill or we can have the change effective on your next billing cycle, April. 2. [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:31am What is the charge?

Nikkaeunice, 05 Mar. 2024 , 06:34am The pro rated charge, let me calculate it for you. Please bear with me while I do it. [Received]

[Privately] Richelle, 05 Mar. 2024 , 06:34am Just to set proper expectation, Melonna, you also have a home Internet which is $32 so $359.03 will be your new monthly charge. [Sent]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:34am Ok

Nikkaeunice, 05 Mar. 2024 , 06:35am Just to set proper expectation, Melonna, you also have a home Internet which is $32 so $359.03 will be your new monthly charge [Received]

[Privately] Richelle, 05 Mar. 2024 , 06:37am The pro-rated charge will be around $25. [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:37am Thank you for waiting Melonna. The pro-rated charge will be around $25. [Received]

Nikkaeunice, 05 Mar. 2024 , 06:38am Can I kindly ask if you would like to proceed with the downgrade of your plan? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:38am Thank you! This all helped me a lot with rebudgeting and planning when I’d otherwise not know those numbers

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:38am Yes I do want to downgrade it and backdate

Nikkaeunice, 05 Mar. 2024 , 06:41am Sure! anything for you Melonna, I will now change your plan to magenta max first responder plan again, just to set proper expectation you need to apply again your employee discount so you can lower down your bill. Sounds good? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:41am Yes. What do I need to do in order to get my employee discount applied?

Nikkaeunice, 05 Mar. 2024 , 06:43am To help you on this, please allow me a few minutes to check on my resources for you, is that alright? [Received]

[Privately] Jennifer, 05 Mar. 2024 , 06:44am https://c2.t-mobile.com/offers/3f3dc [Sent]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:47am Ok

Nikkaeunice, 05 Mar. 2024 , 06:48am Thank you for patiently waiting Melonna, good news! I have successfully downgraded your plan and the employee discount has already been automatically added on your account. Do you have any further clarifications? [Received]

[Privately] Richelle, 05 Mar. 2024 , 06:49am Tap More.
Tap Profile settings.
Scroll and tap T-Mobile employee line designation.
Select the line to manage the employee line designation, then tap Save. [Sent]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:49am No I appreciate and thank you so much for your patience as well and thorough!

Nikkaeunice, 05 Mar. 2024 , 06:51am You are most welcome it is an honor to be able to help a fellow employee like you! to further extend my help this is an SSO for the employee discount

Tap More.
Tap Profile settings.
Scroll and tap T-Mobile employee line designation.
Select the line to manage the employee line designation, then tap Save. [Received]

Nikkaeunice, 05 Mar. 2024 , 06:51am As we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:52am Excellent! If there’s a survey it’s the least I can do for my fellow magenta mate!

Nikkaeunice, 05 Mar. 2024 , 06:53am Aww I would be glad to receive a survey from you! I'm glad that I was able to help you with your concern. Customer experience is always the center of our commitment. I hope I was able to positively impact your overall T-Mobile experience. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! [Received]

Nikkaeunice, 05 Mar. 2024 , 06:53am Did we take care of your reasons for reaching out today completely? [Received]

iOS Messages User 0dbf3, 05 Mar. 2024 , 06:53am Absolutely! Thank you so much!

Nikkaeunice, 05 Mar. 2024 , 06:54am Thank you so much!! We here in T-Mobile, we are happy to help you resolved your concern today. Thank you and be safe! Bye now! [Received]

TRACEE MITCHEL

TRACEE MITCHEL, 05 Mar. 2024 , 04:59am Hello

TRACEE MITCHEL, 05 Mar. 2024 , 05:45am Live agent

TRACEE MITCHEL, 05 Mar. 2024 , 05:45am I have an arrangement set up but had the dates mixed up. Is there anyway I can make my payment on 3/7 without my service being disconnected?

TRACEE MITCHEL, 05 Mar. 2024 , 05:47am Thanks

Nikkaeunice, 05 Mar. 2024 , 05:47am Hi Tracee, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Can I askif you set up the payment arrangement on your end? [Read]

TRACEE MITCHEL, 05 Mar. 2024 , 05:48am Yes I did. It’s processing but will get declined

Nikkaeunice, 05 Mar. 2024 , 05:50am I see. Thanks for letting me know that, Tracee! We appreciate you being a valuable customer to T-Mobile. I understand what you feel right now as I know things can sometimes be challenging due to unexpected circumstances. [Read]

Nikkaeunice, 05 Mar. 2024 , 05:52am Upon checking your account I can see here that you made the payment arrangement back 2/26/2024 since you are already past the date where we can alter the payment arrangement, I can't make changes with your payment arrangement now. Can I kindly ask if you are able to settle a payment before the 7th ? [Read]

TRACEE MITCHEL, 05 Mar. 2024 , 05:59am No I am not able to right now.

TRACEE MITCHEL, 05 Mar. 2024 , 05:59am Sorry I thought I had put 3/7 on the arrangement

Nikkaeunice, 05 Mar. 2024 , 06:01am I understand I know things can be difficult sometimes, Can I ask for the reason why you can't pay today? [Read]

[Privately] Richelle, 05 Mar. 2024 , 06:02am Follow PA spiel [Sent]

[Privately] Richelle, 05 Mar. 2024 , 06:05am As of now, the payment arrangement is intact, Tracee and this is what keeps your service active. What we humbly advise you is to settle $185.76 even partially like half today and half by March 6. This way, your service will remain intact and your next installment will be on March 18 to be paid manually as well. (offer long term reso like removing p360) [Sent]

TRACEE MITCHEL, 05 Mar. 2024 , 06:05am My payday is the 7th, that’s why I was setting it for that day.

Nikkaeunice, 05 Mar. 2024 , 06:07am As of now, the payment arrangement is intact, Tracee and this is what keeps your service active. What we humbly advise you is to settle $185.76 even partially like half today and half by March 6. This way, your service will remain intact and your next installment will be on March 18 to be paid manually as well. [Read]

TRACEE MITCHEL, 05 Mar. 2024 , 06:11am I would make that half payment but I only have $20 until 3/7.

TRACEE MITCHEL, 05 Mar. 2024 , 06:13am I will do the full 185.76 then

Nikkaeunice, 05 Mar. 2024 , 06:14am I see thank you for that information, you will do the full payment on the 7th correct ? [Sent]

TRACEE MITCHEL, 05 Mar. 2024 , 06:22am Yes,

Nikkaeunice, 05 Mar. 2024 , 06:26am Alright! [Sent]

TRACEE MITCHEL, 05 Mar. 2024 , 06:28am Will my services stay in tack till then?

[Privately] Jennifer, 05 Mar. 2024 , 06:29am update on this? [Sent]

[Privately] Richelle, 05 Mar. 2024 , 06:31am If the payment is in the afternoon or later that day, the service might not be secured, Tracee. [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:31am The best option that we have right now is to settle the $187.76 today and the rest on the 6th because we cannot change the date of the payment arrangement , It is best to just stick with. [Read]

Nikkaeunice, 05 Mar. 2024 , 06:32am If the payment is in the afternoon or later that day, the service might not be secured, Tracee. [Sent]

[Privately] Richelle, 05 Mar. 2024 , 06:38am Move forward question [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:39am Will you consider the option of paying now, It is highly suggested that you do that ? [Sent]

TRACEE MITCHEL, 05 Mar. 2024 , 06:40am If I could pay today I would. But I don’t have the funds.

TRACEE MITCHEL, 05 Mar. 2024 , 06:41am So my services will be disconnected until 3/7?

[Privately] Richelle, 05 Mar. 2024 , 06:41am The service is not secured beyond March 7, Tracee. [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:42am I understand, I appreciate you for trying to keep up with your bills. The service is not secured beyond March 7, Tracee. [Sent]

TRACEE MITCHEL, 05 Mar. 2024 , 06:43am Ok, so as long as I pay by the morning on the 7th, my services will be connected?

Nikkaeunice, 05 Mar. 2024 , 06:46am You can pay for it on 7th morning but there are no guarantee that the service will still be connected. [Sent]

[Privately] Richelle, 05 Mar. 2024 , 06:49am Move foward qs [Sent]

Nikkaeunice, 05 Mar. 2024 , 06:53am Please let me know if you have any other questions about this payment arrangement? [Read]

TRACEE MITCHEL, 05 Mar. 2024 , 06:56am Ok, does it say when the service is scheduled to go off?

Nikkaeunice, 05 Mar. 2024 , 06:59am We do not have the options to check when exactly you will be suspend, Tracee. On the other hand is still active and what keeps your service intact. We highly recommend to make partial payments while your arrangement is ongoing so that we can secure your service. If you can make the payment on March 7 in the morning via app your service might be secured. [Read]

Nikkaeunice, 05 Mar. 2024 , 06:59am Sounds like a plan? [Read]

Nikkaeunice, 05 Mar. 2024 , 07:01am You can pay your bill via the T-Mobile app by following these steps:

Launch the T-Mobile App on your device.
Log in to your T-Mobile account.
Navigate to the 'Billing & Payments' section.
Follow the prompts to make a payment. [Sent]

TRACEE MITCHEL, 05 Mar. 2024 , 07:07am Yes, thank you.

Nikkaeunice, 05 Mar. 2024 , 07:08am You are so much welcome! As we represent T-mobile, we always aim to provide an excellent experience. The way you see T-mobile is the way you see my assistance. I'd like to ask, how was your experience with your T-mobile services so far? [Received]

Nikkaeunice, 05 Mar. 2024 , 07:18am It looks like you may have to step away. Not a problem. I will save notes from our discussion until you are ready to pick things back up. Talk to you soon! [Received]