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Opening spiels
Customer just says hi, no issue stated.
Hi XXX, This is XXX from T-Mobile, how may I help you?
Customer with a Problem
Hi XXXX, this is XXXX from T-Mobile, I’m here to help. Let’s partner together to get this resolved.
Customer with a basic Inquiry?
Hi XXX, this is XXX from T-Mobile, I’m happy to help take care of XXXX for you. (move forward statement)
AUTOPAY NEW UPDATE
8/4/2023 UPDATE
Scenario: T-Mobile breaking the contract | Part of the original Plan
We hear you on this part customer. I may not have the power to do the changes on my end regarding this policy but what I can assure you is that we will raise this to the higher ups and probably sooner we can come with a better or suitable options for you. How about we discuss the options available to get the discount, shall we?
Why make it complicated to get the discount?
I get how you are feeling in right now, Cx. This change happened to give a better experience for our customer such as further securing your financial information, have a smooth transaction when it comes to the payment and avoid any penalty in case that we may have some overdraft.
We wanted to put you at ease on those scenarios and have some saving as well that is why T-Mobile offer our customers T-Mobile money as it gives you a protection up to $250,000. Plus, it is also protected by bank-grade level security, which, among other security measures, includes two factor authentication with biometric controls and one-time password authentication when accessing on an unrecognized device. Fraud detection is strictly enforced using standard banking protocol.
And imagine if you use T-Mobile money, your account has no monthly fees, no minimum balance fees, no overdraft fees, no transfer fees, no late payment fees. Plus “Got-Your-Back” overdraft protection covering up to $50 in overdrafts and a 30-day no-fee repayment grace period. And through AllPoint, there are 55,000 no-fee ATMs that you can use. Sound good right?
I want to use my credit card to pay and get a discount!
Absolutely customer! How about this? Enroll your T-Mobile account to any available options in getting the discount such as the T-Mobile money, debit or bank account. Then 2-3 days before your due date, place some balance on the payment method you've enrolled so system will automatically get the payment on those and you get a discount still. It's a win win situation right?
I highly recommend you use T-Mobile money, customer cause you don't need to worry about monthly fees, no minimum balance fees, no overdraft fees, no transfer fees, no late payment fees. Plus “Got-Your-Back” overdraft protection covering up to $50 in overdrafts. Isn't that great?
Customer highly escalated | NO to all options | I want my autopay discount!
First check if customer been given a one time credit already for autopay discount.
If none, you can provide $5 discount per line up to $40 max.
I got you there! Let us do this, customer. I will go ahead and apply a one-time courtesy credit for autopay discount on this current bill. That would be a total of ($40). Just please note that this is just a one-time thing. I still highly recommend that we the take the available options given so we can still enjoy getting the autopay discount. Are we good on this one?
BILL CURRENT
Thank you for inquiring about your bill, let me explain what happened. Let me first explain how you are billed. You are billed current which means we bill you for the current bill cycle you are in. When you received your bill, it's already calculated for that current bill cycle.
When you make a change to your rate plan and features in that same billing cycle, any charges that occurred won’t reflect until the next bill. Right now, you are seeing charges for this bill from changes you made last month that we could not bill you for. Moving forward, if you don’t make any changes this month, your bill reflects $$---. Hope this makes sense
CANCELATION:
1.)FUTURE DATE
Processing your cancellation today will take effect at the end of your billing cycle. This is intended for you to maximize the line since it's paid until the end of this cycle and have enough time to reactivate it back in case you change your mind.
2.)SAVE ATTEMPT May I ask if you know someone who would love to take over the line? It would be such as a waste and there would be another fee for reactivating and /or opening a new line. We can actually transfer this line into a different T-Mobile account for you.
Change product type (not applicable for HINT line):
Have you considered getting an phone or a tablet? In that way, we can convert the line and you wont have to pay for reactivating it?
Enticing Customer with the Home Internet Back-up plan.
I actually went ahead and looked for a cheaper option for you. If you would like, we have a better alternative that would actually cost less, it's $10 in fact! Would you like to know more about it?
3.)RECAP - CANCEL
It really saddens me to we had to cancel the account but totally understand the reason behind the decision. Rest assured that we have this forwarded and hopefully when things are back to normal, we can have you back as well.
We are wishing you all the best on your other carrier and if ever you decided you get back to us, we will be happy to do so.
For now, Hope we already canceled in your line ending in ----. Wishing you have a great day ahead and take care always! Bye for now!
CALL ME ON SET SPIEL:
1.)CALL ME!
While we are an offline team, we are fully equipped to resolve all of your concerns right here. If you prefer to speak with someone directly, you can schedule a callback directly in the app by tapping the phone icon in the upper right hand corner or dialing 611 on your T-Mobile phone. But what's going on today, how can I help?
2.)INSISTING FOR A CALL BETWEEN CHAT I would absolutely love to call you and discuss things regarding your (concern). While prepping up for a call, can you please give me a quick background about the issue so I can check the information you need and it would be easier for us to further check things out.
CREDITS SPIEL:
ABUSER - DECLINE
Please trust that I completely understand your predicament and I know that this is not a small amount. I would like to ask for your utmost understanding that credits and adjustments are provided when it is determined that T-Mobile has charged you in error.
Given this situation that we are in, it has been determined that the charge was billed correctly; therefore, we respectfully decline to issue a credit for this charge.
CWC:
COLLECTING WITH COMPASSION
Looks like we're a little behind of our payments. Indeed, managing finances can be challenging nowadays. Took the liberty to check the account and our options to keep the account active. To secure the account, we only ask that you pay at least the minimum amount which is $--. Is it possible to do it today?
EIP STILL CHARGED:
EIP IS PAID OFF EARLY BUT STILL SHOW A CHARGE ON THE BILL
The reason that those charges are still on this bill, is because the monthly payment was taken from the remaining balance left to pay on the phone, before you paid those off. So this will be the last time that you ever see those charges on the bill.
ESSENTIAL LINKS FOR RETURNED DEVICES:
Locating returns
trade in return (RMA) tool
Assurant tool
http://pscoreports.gsm1900.org/Reports/Pages/Report.aspx?ItemPath=%2fBusiness+Operations+Reporting%2fPost+Sales+Reports%2fReturns+Reports%2fAIZ+Receipt+Validation+Tool
FALSE PROMISES AND HIGHT EFFORT CX
1.)Empathy –Repeat cx
I am part of T-Mobile, and your experience is also my responsibility. I am really sorry for the inconvenience this has caused you. As our valued customer, you don't deserve to be lied to. Rest assured, I'll be the last person that you have to talk to about this.
I understand that I'm telling you right now is different from what the previous expert advised you. I wanted to correct the mistake that occurred there and apologize that it happened in the first place. This is not the experience that we'd like for you to have with us and I'm working on turning this into a positive one for you.
It saddens me to hear that you have to contact multiple times regarding this.
I will take action about what happened last time and ensure it will be justified.
2.)SUPERVISOR!!! I completely understand the urgency of having this (issue) addressed and resolved. I will be happy to extend my help and provide you the best options that we can do for your account and have your (issue) resolved. After this, if you still need to speak to a supervisor, I will be happy to get one for you.
3.)CX STATES NEGATIVE SENTIMENTS
No worries, I will ensure that would be prevented moving forward. That is absolutely not the T-Mobile experience we would like you to have and I am really glad that you have given me this opportunity to turn that around. Was I able to square it out?
I am really glad you shared us your thoughts about T-Mobile, we value your feedback and we take serious action just to make sure that moving forward, you would get the type of experience we want you to have for a Carrier.
I do get what you mean and it's very helpful that you shared that to me, that would improve us over all moving forward and would help other customers as well.
FCC SPIEL
We want to make sure we will be able to exhaust all we can do to help you resolve this concern, will it be okay to call you back anytime if by chance our conversation closes for a reason?
FINAL BILL EXPECTATION:
FINAL BILL
It sadden me to know that you are asking this kind information. But to answer your concern, yes, you are correct. That is why highly suggest to set it in the end of the billing cycle to avoid any prorated charges. If you don't mind me asking may I know the reason why you would like to know this information?
Customers who cancel mid-cycle, whether they have or haven't received their bill yet, should pay their bill as usual. They will receive an adjusted final bill, reflecting any adjustments or bill credits owed.
https://c2.t-mobile.com/accounts/final-bill-expectations-and-disclosures
BILL REVIEW:
1.)Why bill is high
I totally get your point and bills can be confusing sometimes. I don't want to let go such a valuable T-Mobile customer. Glad that you're able to message us about this. Here in T-Mobile, we make sure that we value your money. Let me go ahead and check your account to see what's going on.
I know what it feels like being surprised if my account was charged more than from what I expected. Don't worry for I am here to clear things up for you! Let me pull up your account to check the charges listed on your bill and while waiting for that, may I know what is your expected amount of charges?
2.)LOST PHONE BUT NEED TO PAY? Why would I still pay for a lost/stolen phone?
During the term of this device installment agreement, you agreed to the terms and condition wherein you are entirely responsible for any and all loss, theft, or damage to the equipment. Regardless of whether the phone is lost, taken or harmed, you stay committed for the complete the installments.
3.)Pay bill Self-service I’d be delighted to help with processing your payment. Before we start, I want to let you know there is a $10 payment support fee. I don't want to add any more money than you have to pay today. If you'd like, I can walk you through the app to make a payment. And best of all, it's free!
Shall I walk you through making a payment via our self-service? Let me walk you through on how to do it on the app, shall we?
NETWORK OR TS SPIEL:
1.) MAINTENANCE Oh found it! It shows here that the main reason why the service is somewhat not working was due to the ongoing modernization/maintenance on the towers on your area. Actually, our engineering team provided us a ticket number (put the ticket number) to let us know that they are working on it. Nothing to worry, once this is done your service will be much better. From time to time try to restart the phone to see if it's working already.
Do you happen to have wifi at home or on your place? Cause if yes, for the time being try to using your WIFI to use the data, then try to use some messaging application like hangouts or messenger to send messages or call as well. I have full notation on the account regarding your experience so rest assured this will be on the report as well. Hoping for your patience, Cx!!!
2.) ACKNOWLEDGE
That's not a good thing at all to start your day if you are unable to use the services properly. We love our network and we want you to enjoy it too!
I highly appreciate your time informing us what's going on so we can check options for you immediately. If I may ask when the issue started?
3.) OFFER BTS (USE THE FIX)
I assure you that I can help you resolve your issue. Let's start with the troubleshooting first to go further. Shall we?
I appreciate your utmost patience, Customer! Let's start fixing your issue and perform the basic troubleshooting here in messaging. Shall we get started?
4.) TRANSFER TO TECH I really appreciate you for troubleshooting with me. We fairly covered the basics earlier and helped us determine the root cause but no to avail. We just need to proceed with the next step which I will have to transfer you to the Tech team for further troubleshooting. Will this work for you?
if warm transfer move forward is:
Is this a good time for me to give you a call and connect you with our Tech team?
ORDER SUPPORT:
1.) BACKORDER
I have confirmed that it shows status as backordered. Due to massive volume of pre-orders, availability of our iPhones is currently on the works. You don't have to worry; we are frequently communicating with Apple to have sufficient devices available to cater with our consumers' demand. We will immediately send the text for status and tracking number as soon as shipment is initiated.
Due to the high demand of the XXXX, some of the orders are now backordered. The good news is that you are being prioritized and that is why you received the message that you will get your phone between XXXX. Rest assured that you will receive another message once your order ships out with the tracking information.
These phones have been incredibly popular and is currently in a back order situation. Your order is a priority for us and we've been working hard to ship your phone the soonest time possible. At this point though, we are awaiting more shipments from [MAKER].
As soon as it gets to us, we'll get it to you! Keep an eye on the order status link here for updated shipping timelines http://explore.t-mobile.com/order-status It will be worth the wait, I promise! We'll get this out to you as fast as we can!
2.) DP AND DCC If there is customer hesitation due to a down payment for a device purchase, possible answer can include:
"Offers for financing or promotions provided at the time of inquiry can change from time to time. Let’s review your options together so we can get you everything you need within your budget."
Positioning DCC:
"The Device Connection Charge is a one-time charge for connecting a new device to the network when activating or upgrading with T-Mobile. When activating or upgrading with T-Mobile, we keep you seamlessly connected to what you love with free 2-day shipping, personalized setup, and support of your equipment or line of service, all at no extra cost."
3.) DOWNPAYMENT Every customers pays the same price for the product. Down payment costs are unique to each customer's account. Things such as tenure and type of device program can vary by customer. Thankfully, it's just a small portion of the entire device cost upfront and the great news is your payments each month will be smaller.
^^^>^>^>^>^>^>
We truly hear your concern about the cost. The downpayment depends how high end the phone is, account tenure, the storage of the phone and the available device credits that your account can finance.
The good thing about it though is that your monthly installment for the device is lower and this will help you keep your monthly bill as low as possible as well. Shall I take care of your order today?
4.) ATLAS UPDATE – CREDIT CLASS REMOVAL
Cx: "I've never had a down payment or had to pay this much for a down payment. "
Possible Answers:
"Device prices are constantly changing, and T-Mobile customers are presented with the best financing option available to them. The down payment you are offered is determined by a variety of things like the device you are purchasing and your payment history with us."
"Currently we offer 0% interest for all customers which provides the lowest overall cost to finance a device & the lowest monthly payment."
Cx: "I’ve been a T-Mobile customer for years and I’ve never had to pay a service deposit before, why do I have to pay one now?"
Possible Answers:
"We are always working on different financing options for our customers and now some customers may experience an increase in upfront costs or security deposits. For some customers, the deposit may be returned after 12 months."
"We do periodically reassess accounts to determine the best financing offers, based on payments, current lines and financing used. While there is a deposit required to open this line, it will be returned in 12 months."
Cx: "You said you wouldn’t raise prices with Price Lock but this service deposit requirement or down payment cost today seems like a price increase? "
Possible Answers:
"This is not a price increase. We are always working on different financing options for our customers. As a result, some customers may be required to provide a service deposit. For some customers, the deposit may be returned after 12 months. T-Mobile stands by our commitment not to raise service prices and have many great services and plans to choose from."
Cx: " I was eligible for a lower down payment yesterday but now it's higher today. Why? "
Possible Answers:
"Offers of financing or promotions provided at the time of inquiry are subject to change and are not a guarantee. Your pricing may vary depending on credit as we may regularly evaluate your account based upon internal data including your payment history, and/or external data when you request a new line of service or device financing. Let’s review your options together so we can get you everything you need within your budget."
SITUATION: Last month, Alex visited a store to check prices for a new phone. Today, he's getting ready to buy through the app but now he's being asked for a down payment. How can we help Alex understand the changes to his account?
Possible Answer:
"I'm excited to hear you're looking for a new phone Alex! Pricing and offers are subject to change and aren't guaranteed. Accounts are regularly evaluated on an ongoing basis and pricing eligibility is based on your history with T-Mobile, current open financing balances and also the actual cost of the phone. I'll get the latest pricing pulled up and we can review the devices together and find the best option for your upgrade!"
5.) DCC
The Device Connection Charge is a one-time charge for connecting a new device to the network when activating or upgrading with T-Mobile.
When activating or upgrading with T-Mobile, we keep you seamlessly connected to what you love with free 2-day shipping, personalized setup and support of your equipment or line of service, and a physical SIM card, if required, all at no extra cost.
OWN THE NO ALL:
1.) ONE TIME COURTESY
I understand that you are unable to settle this until Friday, here is what I can do to help out as alternative option instead:
I can restore account now as one time courtesy so you will have services back on. Though after we restore it, we can't guarantee until when it will be active as only settling the minimum payment (IF ANY) and setting up a payment arrangement (PA) will secure the services and extend rest of the past due
This offer is valid in this conversation only, will you accept this offer?
2.) OWN THE NO - RESTORE
We understand that you want to catch up with our bill while keeping your service in place. We were able to provide you multiple restoration from your previous request even without payment to extend our help and exhaust all option we can give. This time payment is really needed to restore your line.
Once bill is current, We highly recommend to consider Autopay enrollment instead to save you from paying any added late fees or restore fees and enjoy Autopay discount instead.
We're perfectly aware of your situation and regardless , we're unable to prolong your services without payment. The only way to prolong your services with us is to continually make payments towards your past due balances to avoid the repeated suspensions and restore fees.
I'd like to take this opportunity to assure you that you're still receive calls/text and 911 calls are still active even the lines are suspended.
This is quite a pickle and we understand where you're coming from. My heart breaks to be the bearer of news that we can no longer restore your services (and provide you any credits for the late payments) as there were already multiple times that its was given in the past. We are hoping for your kind understanding with this matter.
DEAD END RESO
Don't get me wrong, I totally understand why this option isn't the best for you. Just like you, it's important that (INDICATE ANO UNG GUSTO NI CX). I only wish there's anything that we can do further. Trust me, if we have alternative, we would definitely do it and will not take so much of your time.
SAMPLE: Don't get me wrong, I totally understand why this option isn't the best for you. Just like you, it's important that I keep my number as much as possible as it's linked to my bank, useful apps plus this is the number where I can get connected to my friends and family. I only wish there's anything that we can do further. Trust me, if we have alternative, we would definitely do it and will not take so much of your time.
I'm as eager as you are to have this sorted out, hence, we've exhausted all available options. (OFFER KUNG ANO LANG UNG FEASIBLE NA KAYA GAWIN TO HELP CX CONCERN)
SAMPLE: I'm as eager as you are to have this sorted out, hence, we've exhausted all available options. If these are all done and unwanted messages are still going through, I'm afraid our last resort is to change your mobile number.
PA SPIELS:
1.) CWC - Deletion 31+ days
I’ll be happy to assist with extending your Payment Arrangement but before I do that, are you able to process a payment of (INSERT AMOUNT OVER DAYS) that is preventing me from doing so?
I want to help you out as much as possible the minimum amount of (INSERT AMOUNT OVER DAYS) is required to bring your account eligible for a payment arrangement, would you like to take care of that today?
I want to help you out as much as possible, the total amount past due is (INSERT TOTAL PAST DUE AMOUNT) The great news is that we are only requiring you to pay (INSERT AMOUNT 31 DAYS PAST DUE) to bring your account eligible for a payment arrangement, how would you like me to take care of that today?
2.) Connect, collect, protect
https://c2.t-mobile.com/accounts/collections-call-flow
PA C2 Payment arrangements
https://c2.t-mobile.com/accounts/payment-arrangements
-Payment Arrangement Handling-
STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help
We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available.
While doing this, do you have any amount that you can settle today to lower down the bill?
STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing
payment arrangement.
it does show an existing payment arrangement for the balance of $XXX to be drafted from your bank account in XX days. I’m glad we were able to secure this option for you.
STEP 3: EDUCATE / HELP THE CX on the bill - Own the No
Example 1 Absolutely got you there, CX. I recommend keeping it in place to avoid service interruption and getting additional fees. I also want to make sure you are not
running into your next bill which will create a larger payment amount later if we delay. How about we check for some options in lowering the bill?
Or not to pry, may I know our challenges in keeping up with the payment? I will look for options in giving you a long term resolution so you'd be able to enjoy your services moving forward without any worries for interruption.
Check for Autopay
BIll cycle change
Rate plan change
Removal of other paid features
Check for EIP that will end or can be paid off early
STEP 4: MOVE the call forward SET EXPECTATIONS
Customer, I am happy to note your account of our discussion today and your commitment to pay on _____ To recap,
we have you scheduled for the amount of $XXX to be drafted/Paid from your bank/card account in ___ days. Don’t forget that
you can always review your payment arrangement details online on the T-Mobile web or app at your convenience
FOR PAST DUE FOR MORE THAN 31 DAYS
Thank you for giving me the opportunity to find the best resolution. While I look at your account and the available options, can you let me know what you are able to pay today?
The most important thing is that we have a resolution that works for both today and the long term for you. For us to set new Payment arrangement the system requires the account to settle at least the minimum payment of
I understand that having service is important and I want to do everything I can to help. If you can get $XX paid, the system will give us an option to set up a payment arrangement and restore the service, will this work for you? ^>^>^>^>>^>^
3rd Party App
There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though. Do you perhaps have an option to connect to wifi? Cause if yes, especially if you have it at home, you can also make use of that for the time being to connect with data or use wifi calling option on your phone if possible. You can also use messaging application like messenger, whatsup or hangouts to send a message since those application can be use thru wifi. Hope that information helps.
3.) Deletion OTC -30days Recommended to send after collecting a payment (with no minimum payment) balance CEO (check account tenure, payment history, adjustment and payment arrangement history)
I know being faced with a suspension can be a troubling experience, and we want to help you where we can and keep you connected. So here’s what I can do, as a one-time courtesy I can work on removing your existing arrangement for us to set a new one.
That way we have the confidence that your service will remains active while waiting for the full balance to be settled. This offer is valid in this conversation only, will you take this offer?
4.) FALL OFF (31+ days)
Please be advised that once a payment arrangement is set on the account, the option to modify the dates to extend or delete it is no longer available but no worries! I'll take a look in your account and see what I can do to find an alternative option, alright?
Your payment arrangement is what keeps the account active and if you miss one, the arrangement will remain open for an undisclosed amount of time, giving us a chance to settle it before the system automatically delete it.
However we cannot guarantee when it will remain active for the account oldest amount due is at -- days with a minimum payment of --
If the arrangement is systematically deleted, you'll have another opportunity to schedule a new arrangement once you settle the minimum amount (if there's any) which will restore the account back to active status. Will this option work for you?
5.) PA ADVISEMENT AFTER SET UP
By the way, please be advised that it is not recommended to make payment(s) early/late with an alternate method, or for any other amount than exactly what is set on the arrangement. These may not be recognized by the system as fulfilling your arrangement causing duplicate payments, overpayments, added fees being incurred, and possible suspension of service. Cool?
6.) NEED TO EXTEND EMPATHY AND ACKNOWLEDGEMENT
I definitely understand that sometimes there are unforeseen events that may prevent us to be able to pay on time so no worries, I got you here.
I don't mean to pry but may I know the reason why you missed to settle your bill?
I understand that you would like to change the payment arrangement date since paying bills may be challenging these days. If you don't mind me asking, may I know the reason as to why you want to change it?
7.) PA SELF-SERVICE
I would just like to set proper expectation that there is $10 support fee if we process the new payment arrangement here on my end. We can avoid paying the $10 support fee if we process the arrangement using the T-Mobile app. Shall I walk you through on making a payment arrangement via our self-service?
8.) OWN THE NO (31+ DAYS W/MIN AMOUNT)
It’s not that I’m not wanting to delete your payment arrangement, but you have an amount of (INSERT AMOUNT OVER 31 DAYS) that is preventing me from doing so.
I understand that we have deleted your Payment Arrangement in the past but as of now the option to delete PA is no longer available. I wish there were more I could do, and I would hate to want to see your service get interrupted without making the minimum payment today.
I do see that we have been deleting payment arrangements on your account however, it’s not that we don’t want to but the option to delete is no longer available.
I'm so sorry, we need to work toward getting things back on track, at this time your debt age is ---- days for the oldest amount due. I know you've made a payment which definitely helps the overall balance. However, we are hoping for your kind understanding that we need to settle the $0.00 to continue with the service you've come to rely on.
9.) PA FALL OFF NEW SEPT
PA Fall off within 30 days
We appreciate you catching up with your bill and wanting to extend your payment further. The best recommendation we could make is to leave the arrangement as it is. Should you miss the arrangement it doesn't necessarily mean that it will fail right away. If you can settle the arrangement before it fails it will still count towards the agreement and let you continue the arrangement.
Should the arrangement removed by system and account gets suspended you can set up a new one which will restore the account. This may incur restore fee charges of $20.00/line up to max $60.00/account ( per instance regardless of how many lines) however, there are different ways that we can recommend to help you save these possible charges. Would you like us to discuss this options?
SIMPLE GLOBAL:
SAVE SPIEL
PIELS:
Cx have simple global and the cx they will visit is under Simple global:
"Great news! As per carefully checking ( Country they will visit ) have international services. For text and data they are unlimited and for calling there is a $0.25/min charge. You just need to dial #766# to turn on your international roaming, when you are already there. Once you are back in US, you just need to dial #763# to turn it off. "
For reference you can use this link to check about your special feature:
https://www.t-mobile.com/cell-phone-plans/international-roaming-plans
- You can offer International data as well for the cx have Highspeed data speed and unlimited calling without charged. *
"You can also add international data pass to have unlimited calling and highspeed data, while you are there. It is $5 per day, $35 for 10 days or $50 for 30 days. You can also add it on your end, using this link."
https://www.t-mobile.com/support/plans-features/international-passes?cmpid=hw_send
https://www.t-mobile.com/cell-phone-plans/international-roaming-plans
Advisement for cancellation:
No worries, I'll be happy to help you out with this. Before we proceed with making any changes on the account, I would like to also provide a heads up that if we cancel a line on the account we may become ineligible for any promotions within 90 days of the cancellation date. Also, please bear in mind of the following:
-
Any installment plan associated on the line will still be billed on the account.
-
Any promotion also associated on the line will be removed.
-
You will see a final charge on the next bill from the line that we have recently cancelled.
-
The cancellation will take effect on the end of your cycle to avoid any unwanted charges on your bill
-
Save any voicemails that are important, as once the line has been canceled, you will no longer have access on the line's voicemail.
Do you have any questions before we go through?
P360 OR CLAIMS RELATED:
1.) P360 OFFER
•Customer, how would you like to protect your investment today? We want you to have the peace of mind and confidence that if something happens to your device, you're covered by the Protection 360 which only cost $-- per month. Shall we add it now?
•By the way, have you heard about Protection 360? It's a real lifesaver, customer! By only paying $-- per month, you can buy new device with confidence knowing you won't have to pay in full for a replacement in the event of loss or damage. Let's add this feature now, shall we?
2.) FILE A CLAIM ADVISEMENT
In order to initiate the claim process, you have the option to visit the https://mytmoclaim.com/ or download the Protection 360 app
When filing a claim don't forget to provide the following:
• Mobile number
• Device make/model and IMEI number
• Date of the incident.
• Details of what happened
Just a reminder you will need to be able to explain what happened to the device, to the best of your knowledge and you must know the exact date of incident or your claim may be denied.
Once the claim is approved, your insurance provider will collect a service fee/deductible and replacement devices will not be shipped until the service fees/deductibles are paid.
You have 30 days to pay the service fee and deductible to Assurant, or your claim will be closed.
Also, replacement devices are shipped by either FedEx or UPS for next business day delivery at no cost.
Before I forget, you have 10 days to return your damaged/defective device after receiving your replacement, alright?
ps: Lost phone is not required to be sent to Assurant. Assurant will block the IMEI of the lost phone so do not block it on your end 🙂
but you can temporary suspend this line to prevent it from being used.
SPRINT ACCOUNTS
I would like to inform you that Sprint is now part of T-Mobile where you can experience T-Mobile network while your billing and account remains with Sprint. For this case I would highly recommend for you to access this link to chat with our dedicated Sprint Experts:
https://www.sprint.com/en/landings/chat.html?INTNAV:Chatbutton:Click
Since you still have a Sprint Account, I would suggest we reach out to Sprint Customer Care, please click on this link - https://t-mo.cc/cxonlrcf6a. You can also call Sprint Customer Care at 866-866-7509 so that they can access the account and resolve this concern. Apologies for this inconvenience.
TEMP CHECK OR NPS SPIELS:
1.) FORDA 10
How likely are you to recommend T-Mobile to your friends and family?
How satisfied are you with the team member you spoke with?
How easy was it for you to resolve your issue?
How satisfied are you with our ability to fix your issue?
Please provide any additional feedback about your experience.
https://c2.t-mobile.com/accounts/un-carrier-perspective-up-program
2.) ALT 10 SPIEL
I can't help but notice that you've been with us for almost/over --- years! I like to take this opportunity and ask, how are you with T-Mobile so far?
By the way, how are you with T-Mobile?
I hope I was able to make you feel how important you are by the service that I have provided you today. Is there anything that we can further do to make your T-Mobile experience better? I just want to make sure that I did not miss anything for you today.
3.) ANY ADJACENT ISSUE I hope I was able to make you feel how important you are by the service that I have provided you today.
Is there anything that we can further do to make your T-Mobile experience better? I just want to make sure that I did not miss anything for you today.
Is there anything else that you'd like to be addressed as well? I like to maximize the assistance that you can get
UNLOCK:
1.) PREPAID UNLOCK
• get IMEI from the cx and check DMW tool
https://dmwnrc.internal.t-mobile.com/home.aspx or Warranty look up tool
check if tmo sold device and inspect USAGE associated to the number of the customer
*** if less than 365 days usage, refill of $100 is required and at least 14 days of usage to be eligible for unlocking
Refill of $100 is accumulated sa acc kapag prepaid so compute the total refill starting from when the IMEI has a usage dun sa line na pinapaunlock
*** if more than 365 days usage, follow next steps
https://c2.t-mobile.com/prepaid/mdu-prepaid-eligibility
iwas scammer – double check memos for sim change and MDU request
most of the time, nagamit na ung $100 refill nila from a previous MDU request
especially pag kaka sim change lang
2.) Not eligible
You can always contact us back as soon as these requirements are met and we'll take care of the unlock request for you. will this work for you?
3.) Postpaid ----> MAKE YOUR OWN NALANG DAW HAHA
4.) MDU updates for National Retailers
Android devices purchased from a third-party retailer (Best Buy or Costco) or directly through the manufacturer, can not be unlocked with MDU Override Tool unless its sold onto the customer's T-Mobile account.
Effective 7/7/23, devices purchased at FULL retail price through National Retailers (Best Buy, Costco, Walmart) will be automatically unlocked upon activation. Customers do not need to contact Care to request an unlock for this.
Follow the steps below if the caller:
1.Ensure the device is not sold by T-Mobile.
•In Atlas Device Dashboard or the Device Model Warranty Tool , confirm that the Device Type does not show T-Mobile - New.
Make sure there is no financing (EIP/JUMP/JOD) for the device.
•In Atlas Troubleshooting > Device Return Status, select All in the date search, then Search.
•••IMEI should display "No data found. Try expanding your search." Continue with process.
•••If other results indicate it is a T-Mobile Device, then this exception does not qualify.
- Work with your Coach or above to follow the MDU email escalation process to email the OEM team. Include:
•[Subject:] T-Mobile device purchased directly from manufacturer
•Device IMEI (use *#06#)
•Contact number
•Mobile number (if they have a T-Mobile account)
•Reason for email
4.Call the person back when you receive a reply from the OEM team to provide the unlock.
CALL BACK BUT VM SPIEL
We want to make sure that we will be able to address your concern today and provide you a resolution, I've tried to reach you via call and It seems that you're back on your day now and it's totally fine.
But no worries, If you need to continue the conversation, please feel free to respond and my peer will be able to assist you and continue the conversation.