CHERYL HOWARD Cheryl Howard, 27 Feb. 2024 , 02:30am Hi, I need to turn off one line of my phone account and I see there is an issue with the trade in on another account. Nikkaeunice, 27 Feb. 2024 , 02:32am Hi, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Read] Cheryl Howard, 27 Feb. 2024 , 02:33am thank you Nikkaeunice, 27 Feb. 2024 , 02:33am Can I please ask what is the line you are referring to? [Read] Cheryl Howard, 27 Feb. 2024 , 02:33am The one that has the 970 Cheryl Howard, 27 Feb. 2024 , 02:33am Area code Cheryl Howard, 27 Feb. 2024 , 02:34am 9702167245 Cheryl Howard, 27 Feb. 2024 , 02:34am That line needs to be turned off Cheryl Howard, 27 Feb. 2024 , 02:34am That's do that and then we can fix the other issue Nikkaeunice, 27 Feb. 2024 , 02:37am I see thank you for confirming that and I'm sorry to hear that you are planning to cancel your service, T-Mobile cannot afford to lose a valued customer such as yourself. I'll make sure to do the best I can to assist you with everything. Would there be any issues or concern that you'd like to discuss to keep you from cancelling your account? [Read] Cheryl Howard, 27 Feb. 2024 , 02:38am I'm not canceling my account I'm removing one. Stop the sales BS. I'm not interested Nikkaeunice, 27 Feb. 2024 , 02:41am Alright got you on that! let me check on your account so that I can proceed with your concern, is that alright with you? [Read] Cheryl Howard, 27 Feb. 2024 , 02:41am Yes. Cheryl Howard, 27 Feb. 2024 , 02:42am I'd prefer this process be quick. Nikkaeunice, 27 Feb. 2024 , 02:44am Understood Cheryl, just give me a few moments to check on that! [Read] [Privately] Macarolyn, 27 Feb. 2024 , 02:48am Do we have any updates here? Coordinate with your support on what to do next on this chat. [Sent] Nikkaeunice, 27 Feb. 2024 , 02:49am Cheryl an update for you, I was able to request for the cancellation of the line you requested, just to set proper expectation the cancellation it will take effect tomorrow, shall we proceed with your other concern? [Read] Cheryl Howard, 27 Feb. 2024 , 02:50am I don't want to be billed on the next cycle for that line. Cheryl Howard, 27 Feb. 2024 , 02:50am If it's not done today I might be billed. Nikkaeunice, 27 Feb. 2024 , 02:53am I see, I understand that you don't want to be billed so let me check on that for you. Sounds good? [Read] Cheryl Howard, 27 Feb. 2024 , 02:53am Thank you. Nikkaeunice, 27 Feb. 2024 , 02:55am Okay Cheryl I have check and I can see here that you no longer need to pay for the line on your next billing cycle, rest assured that there will be no more charged added on your account regarding this line. [Read] Nikkaeunice, 27 Feb. 2024 , 02:56am While you have me here, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read] Cheryl Howard, 27 Feb. 2024 , 02:56am Perfect. Let me know when you're ready for the next issue Nikkaeunice, 27 Feb. 2024 , 02:57am Yes! let me help you on that as well Cheryl. Can you please provide me with the information about the next issue? [Read] Cheryl Howard, 27 Feb. 2024 , 02:58am On the 602-620-1910 line, I placed a pick up order that got canceled. Then the person that helped me set up mailing the phone to the store. Both orders have the same phone to be returned twice Nikkaeunice, 27 Feb. 2024 , 03:02am Thank you for that information, please bear with me I am checking on the notes to find a solution. [Read] Nikkaeunice, 27 Feb. 2024 , 03:03am Is that alright? [Read] Cheryl Howard, 27 Feb. 2024 , 03:04am That's fine [Privately] Richelle, 27 Feb. 2024 , 03:04am Do you perhaps have the order number so that I can trace it from my end, Cheryl? [Sent] Nikkaeunice, 27 Feb. 2024 , 03:05am Do you perhaps have the order number so that I can trace it from my end, Cheryl? [Read] Cheryl Howard, 27 Feb. 2024 , 03:05am T Mobile's upgrade policy is a mess from an operational stand point. Cheryl Howard, 27 Feb. 2024 , 03:05am Which one? The canceled one? Cheryl Howard, 27 Feb. 2024 , 03:07am 71115601057 Cheryl Howard, 27 Feb. 2024 , 03:07am Let me get the second one Cheryl Howard, 27 Feb. 2024 , 03:07am S144136063 Nikkaeunice, 27 Feb. 2024 , 03:07am That's unfortunate to hear that you have that experience within T-mobile. Rest assured that I will be doing my best to help you and turn your experience around. [Read] Nikkaeunice, 27 Feb. 2024 , 03:08am Thank you for those information let me look it up for you , sounds good? [Read] Cheryl Howard, 27 Feb. 2024 , 03:08am It's not your fault. Large corporations don't realize how much money they lose by being bad operationally Cheryl Howard, 27 Feb. 2024 , 03:08am Thank you Nikkaeunice, 27 Feb. 2024 , 03:10am I really appreciate your kind understanding, and please bear with me while I check on the order number that you have provided. [Read] Nikkaeunice, 27 Feb. 2024 , 03:16am We are more than happy to process your return request, and as per checking the order number you sent me, I am able to process a return for the S144136063 shall we proceed with that? [Read] Cheryl Howard, 27 Feb. 2024 , 03:17am I need one of them canceled. I've sent the other phone back to attach to the S144136063 order Cheryl Howard, 27 Feb. 2024 , 03:18am But, the 71115601057 is still waiting for the same phone. [Privately] Macarolyn, 27 Feb. 2024 , 03:20am Overdue! Please reply to your customer. Buy time if needed or update your customer on what you are currently doing. [Sent] Nikkaeunice, 27 Feb. 2024 , 03:21am I can see in your account that the 71115601057 order has already been cancelled, If you confirm to me that you want S144136063 to be returned then I would be able to process it for you, shall we do it? [Read] Cheryl Howard, 27 Feb. 2024 , 03:21am The order was canceled but not the phone return. Cheryl Howard, 27 Feb. 2024 , 03:22am I'm receiving emails/text to return the phone on both orders. Nikkaeunice, 27 Feb. 2024 , 03:24am Alright thank you for the information, can I ask for your email so we can send the return label? [Read] Cheryl Howard, 27 Feb. 2024 , 03:26am I don't have the phone. It was put in the mail last week. Cheryl Howard, 27 Feb. 2024 , 03:26am It was mailed on the 21st. Nikkaeunice, 27 Feb. 2024 , 03:27am I see can you please confirm these information, you don't have the phone from the 71115601057 order but kept receiving emails/text about it. Is that correct? [Read] Cheryl Howard, 27 Feb. 2024 , 03:28am Yes. Because I returned it with the other order. Nikkaeunice, 27 Feb. 2024 , 03:29am I see, can I kindly ask if you still have the tracking label that you have used during the return? [Read] Cheryl Howard, 27 Feb. 2024 , 03:30am I would have to find it. I wasn't well that day. I will look for it and contact tmobile again. Nikkaeunice, 27 Feb. 2024 , 03:34am That is unfortunate to hear, I would love to help you out more so I hop you will be able to find it. [Read] Cheryl Howard, 27 Feb. 2024 , 03:34am Ok ty Nikkaeunice, 27 Feb. 2024 , 03:35am I wasn't able to fully attend with your second concern but may I kindly ask how was my service so far? [Read] Nikkaeunice, 27 Feb. 2024 , 03:37am Rest assured that once we have the information I will be able to file a request so that your concerns will get resolves. [Read] [Privately] Richelle, 27 Feb. 2024 , 03:44am offer follow up in the account if possible [Sent] Nikkaeunice, 27 Feb. 2024 , 03:46am To extend my help I can do a follow up call within the next 24hrs to check on you if you already have the return tracking number for us to file and investigation request for the device that has been returned. [Read] MELISSA CHRISTIAN N/A, 28 Feb. 2024 , 12:20am Welcome to T-Mobile messaging!  Please turn on app notifications to get updates on the go. [Sent] Melissa Christian, 28 Feb. 2024 , 12:20am I need to change the primary number for account alerts to 205-799-2324 Melissa Christian, 28 Feb. 2024 , 12:20am Thanks Nikkaeunice, 28 Feb. 2024 , 12:22am Hi Melissa, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved [Read] Melissa Christian, 28 Feb. 2024 , 12:22am Ok Nikkaeunice, 28 Feb. 2024 , 12:23am Can you please confirm that you want 205-799-2324 to be your primary number, correct? [Sent] Melissa Christian, 28 Feb. 2024 , 12:24am Yes Nikkaeunice, 28 Feb. 2024 , 12:24am I understand how important it is to have your primary phone number change and I thank you for bringing this concern to us and I would gladly love to assist you with the change. [Read] Melissa Christian, 28 Feb. 2024 , 12:25am I do [Privately] Richelle, 28 Feb. 2024 , 12:25am send one time pin to the pah> educ cx that you will be sending a one time pin to the line [Sent] [Privately] Richelle, 28 Feb. 2024 , 12:25am acknowlege cx [Sent] Nikkaeunice, 28 Feb. 2024 , 12:28am Thank you for confirming, upon checking your account I can see here that your current primary phone number is (205) 799-0181, to proceed I will be sending you a one time pin, will you be able to receive it via SMS on your line 2057990181? [Read] Nikkaeunice, 28 Feb. 2024 , 12:32am Hello Melissa, I would to help you with the change I just want to let you know that I am still here to assist you! [Read] Melissa Christian, 28 Feb. 2024 , 12:32am No that is my husband And he is at work that’s why I need this changed to mine Melissa Christian, 28 Feb. 2024 , 12:33am I Dont know why his number was ever made primary Melissa Christian, 28 Feb. 2024 , 12:34am I pay the bills Nikkaeunice, 28 Feb. 2024 , 12:35am Got it, thank you for sharing this information with us! I'll make sure to get your primary number change so that you won't have to worry about it, let me just check some options for you, is that alright Melissa? [Read] Melissa Christian, 28 Feb. 2024 , 12:35am Yes Nikkaeunice, 28 Feb. 2024 , 12:38am Thank your waiting patiently we can now proceed with sending the OTP on your line ending with 2324, can you confirm if you are able to receive it? [Read] Melissa Christian, 28 Feb. 2024 , 12:38am Yes Nikkaeunice, 28 Feb. 2024 , 12:39am Great! Your One-time PIN was successfully sent. [Read] Melissa Christian, 28 Feb. 2024 , 12:39am 757558 Nikkaeunice, 28 Feb. 2024 , 12:40am Thank you so much for that Melissa, we can now proceed with changing the primary line into your line ending in 2324. Shall we proceed? [Read] Melissa Christian, 28 Feb. 2024 , 12:40am Yes Nikkaeunice, 28 Feb. 2024 , 12:42am Great news Melissa! we have successfully made your line ending in 2324 to be the primary line! [Read] Melissa Christian, 28 Feb. 2024 , 12:42am Thank you Nikkaeunice, 28 Feb. 2024 , 12:43am You are very welcome, are there any other concern you would like me to help you with? [Read] Melissa Christian, 28 Feb. 2024 , 12:43am No I’m good GERALD APARICIO Visitor, 28 Feb. 2024 , 12:00am 7734411328 Nikkaeunice, 28 Feb. 2024 , 12:02am Hi Gerald, This is Eunice from T-Mobile, how may I help you? [Read] Visitor, 28 Feb. 2024 , 12:03am Hi Visitor, 28 Feb. 2024 , 12:04am International pass Visitor, 28 Feb. 2024 , 12:05am Honduras Visitor, 28 Feb. 2024 , 12:05am March 1 to March 11th [Privately] Richelle, 28 Feb. 2024 , 12:05am access the account in rebellion [Sent] [Privately] Richelle, 28 Feb. 2024 , 12:06am show excitement https://www.t-mobile.com/coverage/prepaid-international-roaming [Sent] Nikkaeunice, 28 Feb. 2024 , 12:07am Thank you for the information you have given. I'm so excited to help you get the international pass! let me just confirm you want an international pass to be used in Honduras from March 1 to 11th is that correct? [Read] Nikkaeunice, 28 Feb. 2024 , 12:11am I just want to let you know that I am checking our options for you, just a moment please. [Read] Visitor, 28 Feb. 2024 , 12:13am Yes Visitor, 28 Feb. 2024 , 12:14am Ty Nikkaeunice, 28 Feb. 2024 , 12:14am You are most welcome Gerald, Could you please provide your login information below on to the form so that I can check your account? [Received] T-Mobile, 28 Feb. 2024 , 12:14am Click here to access our secure forms: https://t-mo.cc/ay9iehxzv7 [Sent] [Privately] Richelle, 28 Feb. 2024 , 12:16am May I please know if you were able to get the form, Gerald? [Sent] Nikkaeunice, 28 Feb. 2024 , 12:16am May I please know if you were able to get the form, Gerald? [Received] GERMAN NAVARRO German Navarro, 28 Feb. 2024 , 12:42am Hello, I need some help with my bill German Navarro, 28 Feb. 2024 , 12:43am Chat with a live Expert Nikkaeunice, 28 Feb. 2024 , 12:44am Hi, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Read] Nikkaeunice, 28 Feb. 2024 , 12:44am Can I kindly ask what is your concern about your bill? [Read] German Navarro, 28 Feb. 2024 , 12:45am Hey Eunice, I missed a scheduled payment on 02/26 for about $48 dollars. I understand there is no extensions but it was just a situation thing that I happened to have my account overdrawn, which caused the payment to fail. I get payed this Friday and I just don’t want my phone to get cut off Nikkaeunice, 28 Feb. 2024 , 12:46am I see. Thanks for letting me know that, German! 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, 28 Feb. 2024 , 12:48am We understand your situation I am a consumer as well. We have your back here at T-mobile. I am now checking the best option for you! just a moment, is that alright German? [Read] German Navarro, 28 Feb. 2024 , 12:49am Thats fine yes Nikkaeunice, 28 Feb. 2024 , 12:51am Hello German I am still here reviewing options for you, I just want us to make sure that we are still connected! [Read] German Navarro, 28 Feb. 2024 , 12:52am Yes! Nikkaeunice, 28 Feb. 2024 , 12:54am Thanks for waiting German! Great news, to maximize the dates of extension, you have the best option of letting the [First Installment] fail. Once it fails, the whole payment arrangement will be removed automatically by the system. Once removed, you may create a new Payment Arrangement without a minimum amount to pay. To give you the full details: [Read] Nikkaeunice, 28 Feb. 2024 , 12:55am We requalified you to set up a new payment arrangement once this current one is automatically removed on Wednesday or Thursday at around 10:30PM PST. As long as you set up a new payment arrangement by following the instructions above, you will be able to secure your service and have more time to pay for your remaining bill. Would this work for you? [Read] German Navarro, 28 Feb. 2024 , 12:56am This would work yes. So wait till Wednesday or Thursday to create a new arrangement? German Navarro, 28 Feb. 2024 , 12:56am Once the first one is removed German Navarro, 28 Feb. 2024 , 12:57am One question, in the mean time, will my phone be disconnected and i’ll have to pay the $20? Nikkaeunice, 28 Feb. 2024 , 12:58am Yes that is absolutely correct that you can definitely create a new payment arrangement once this current one is automatically removed! No, since having an active payment arrangement keeps your service active as well. Therefore, we advise that you monitor your account to immediately set up a new payment arrangement once this current one is automatically removed on Friday or Saturday at around 10:30PM PST. Are you good with this? [Read] Nikkaeunice, 28 Feb. 2024 , 12:59am *Wednesday or Thursday at around 10:30PM PST [Read] JASON WESTWOOD Jason Westwood, 28 Feb. 2024 , 01:27am I am needing to know if my husbands phone is eligible for an upgrade. His #816-645-7250. Thank you Nikkaeunice, 28 Feb. 2024 , 01:29am Hi Jason, this is Eunice from T-Mobile, I’m here to help. That's great thanks for sharing this with us! just to confirm is your husband's phone Samsung Galaxy A71 5G? [Read] KEVIN KWONG Kevin Kwong, 28 Feb. 2024 , 01:16am Thanks you too! Kevin Kwong, 28 Feb. 2024 , 01:17am Cancel Nikkaeunice, 28 Feb. 2024 , 01:20am Hi, this is Eunice from T-Mobile, it seems your concern has already been resolved by my colleague. Are there any other concerns that you would like to address? I would just like to make sure your T-mobile experience is a great one! [Sent] STEVE CALHOUN Steve Calhoun, 28 Feb. 2024 , 02:12am I’m still waiting on a 200 rebate Steve Calhoun, 28 Feb. 2024 , 02:13am Ok Nikkaeunice, 28 Feb. 2024 , 02:13am Hi Steve, this is Eunice from T-Mobile, I’m happy to help take care of your rebate for you! [Read] Steve Calhoun, 28 Feb. 2024 , 02:14am Thanks Nikkaeunice, 28 Feb. 2024 , 02:16am You are most welcome, I understand how important it is to have your rebate and I will be doing my best to fully support you with your concern! can I kindly ask if you have already submitted a rebate request? [Read] Steve Calhoun, 28 Feb. 2024 , 02:16am In January Nikkaeunice, 28 Feb. 2024 , 02:18am Thank you for the information, we are now checking this for you! if you could be so kind to give me a moment while I am checking on it. [Read] Steve Calhoun, 28 Feb. 2024 , 02:18am Sure [Privately] Richelle, 28 Feb. 2024 , 02:18am while I am checking, (temp check) [Sent] Nikkaeunice, 28 Feb. 2024 , 02:19am While I am working on your account, do you perhaps have any other concern to ensure we can make your day great today? [Read] Steve Calhoun, 28 Feb. 2024 , 02:19am I think I’m good today other than this rebate Nikkaeunice, 28 Feb. 2024 , 02:21am Understood Steve! Thank you for alerting us to this, we really appreciate your feedback. Now lets look at how we can fix things. [Read] [Privately] Richelle, 28 Feb. 2024 , 02:21am ask how much rebate he is expecting and is this for two lines in the account? [Sent] Nikkaeunice, 28 Feb. 2024 , 02:22am Can I ask if how much rebate you are expecting and is this for two lines in the account? [Read] Steve Calhoun, 28 Feb. 2024 , 02:22am 200 [Privately] Richelle, 28 Feb. 2024 , 02:24am Thanks for confirming! I see here the submission already, Steve for the $200 rebate and you submitted this on Jan. 6 this year. The status is pending and on going. [Sent] Nikkaeunice, 28 Feb. 2024 , 02:25am Thanks for confirming! I see here the submission already, Steve for the $200 rebate and you submitted this on Jan. 6 this year. The status is pending and on going. [Read] Steve Calhoun, 28 Feb. 2024 , 02:25am Any idea when that will be approved [Privately] Richelle, 28 Feb. 2024 , 02:26am Rest assured that you will be getting the $200 via virtual mastercard via sms soon. The ETA will be on or before the last week of March. [Sent] Nikkaeunice, 28 Feb. 2024 , 02:26am Sure I just checked it for you and found out that the rebate processing may take up to 13 weeks from submission. Once approved, the virtual card arrives within seven business days. [Read] Nikkaeunice, 28 Feb. 2024 , 02:27am Rest assured that you will be getting the $200 via virtual mastercard via sms soon. The ETA will be on or before the last week of March. [Read] Nikkaeunice, 28 Feb. 2024 , 02:27am Are you good with this? [Read] Steve Calhoun, 28 Feb. 2024 , 02:28am Ok Steve Calhoun, 28 Feb. 2024 , 02:28am Yes UMIKA WOODS N/A, 28 Feb. 2024 , 01:35am Welcome to T-Mobile messaging!  Please turn on app notifications to get updates on the go. [Sent] Umika Woods, 28 Feb. 2024 , 01:35am Good afternoon, I would like to cancel my internet service Nikkaeunice, 28 Feb. 2024 , 01:37am Hi, this is Eunice from T-Mobile, Deciding to cancel your line is a big decision. We appreciate you reaching out on this today! Although it makes me really sad to know you want to cancel your line, I will do what I can to make sure you are all set, no matter what you choose to do! [Read] Nikkaeunice, 28 Feb. 2024 , 01:37am If you don't mind me asking, why would you like to cancel your line? [Read] Umika Woods, 28 Feb. 2024 , 01:38am It’s still on the box & I have optimum (they just offered me discount so I don’t need it) Umika Woods, 28 Feb. 2024 , 01:38am My home mobile internet Nikkaeunice, 28 Feb. 2024 , 01:39am Thank you for letting us know about that Umika, we respect your decision here at T-mobile. [Read] Nikkaeunice, 28 Feb. 2024 , 01:40am As your support I'd like to disclose relevant information about your concern, by any chance, do you have family members / friends in the same household who would like to take over the line? T-Mobile Home Internet service is currently being offered to limited customers only. Once cancelled, you may not be able to immediately activate one if needed unless there's sufficient slot in the area. [Read] Umika Woods, 28 Feb. 2024 , 01:42am How much would it be? Nikkaeunice, 28 Feb. 2024 , 01:43am Upon checking here you got a big discount from us, we offered this for you for only $30 from $65 regular price [Read] Nikkaeunice, 28 Feb. 2024 , 01:45am Our home internet is fast and very reliable. As T-mobile has the greatest coverage in America and it has no contract. Would you like to keep this amazing promotion for you? [Read] Umika Woods, 28 Feb. 2024 , 01:46am Yes. I’ll think about it. Nikkaeunice, 28 Feb. 2024 , 01:47am That would be so great and I appreciate you so much for thinking about it, I can guarantee you that T-mobile services has the best service to offer, has the greatest coverage in America, and has no contract! [Read] Nikkaeunice, 28 Feb. 2024 , 01:48am While you have me here, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read] Umika Woods, 28 Feb. 2024 , 01:49am Any promotions Nikkaeunice, 28 Feb. 2024 , 01:51am That's great! I'm excited to introduce you our promotions! let me just check on your account to see possible promotions for you. May I know if you would like to upgrade your device or add a new line? [Read] Nikkaeunice, 28 Feb. 2024 , 01:55am Hello Umika I'm just letting you know that I am still here and would like to excitedly help you out with your promotions! [Read] Umika Woods, 28 Feb. 2024 , 01:57am No new line needed Nikkaeunice, 28 Feb. 2024 , 01:58am I see, got you on that! may I kindly know what phone you would like to have? [Read] Umika Woods, 28 Feb. 2024 , 01:59am I just want to know of any discounts or promotions Nikkaeunice, 28 Feb. 2024 , 02:04am Sure I got you Umika! We got a promotion here that is $1000 off for latest samsung devices such as S4 Ultra, $830 off for new Iphones when you trade -in a qualifying device and purchase this via our installment program [Sent] Nikkaeunice, 28 Feb. 2024 , 02:04am Are you interested in this? [Read] [Privately] Macarolyn, 28 Feb. 2024 , 02:04am Buy time if needed or update your customer on what you are currently doing. [Sent] Umika Woods, 28 Feb. 2024 , 02:05am No thank you. Umika Woods, 28 Feb. 2024 , 02:05am Have a great day! Umika Woods, 28 Feb. 2024 , 02:05am Thank you. [Privately] Macarolyn, 28 Feb. 2024 , 02:05am Oh! That is totally fine! Would you also like to consider to trade in an old phone perhaps? [Sent] Nikkaeunice, 28 Feb. 2024 , 02:05am Oh! That is totally fine! Would you also like to consider to trade in an old phone perhaps? [Sent] Nikkaeunice, 28 Feb. 2024 , 02:08am I would like you to know about the best options we have here in T-mobile please feel free to contact us when you change your mind about the promotions or if you have a promotion that you have in mind! 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] SARAH SILVER Sarah Silver, 28 Feb. 2024 , 02:28am Cancel Wi-Fi Nikkaeunice, 28 Feb. 2024 , 02:29am Hi Sarah, this is Eunice from T-Mobile, Deciding to cancel your line is a big decision. We appreciate you reaching out on this today! Although it makes me really sad to know you want to cancel your line, I will do what I can to make sure you are all set, no matter what you choose to do! [Read] Sarah Silver, 28 Feb. 2024 , 02:30am Thank you! It’s just the Wi-Fi - I will be keeping my phone line Nikkaeunice, 28 Feb. 2024 , 02:31am I see, I understand your decision but If you don't mind me asking, why would you like to cancel your line? [Read] Sarah Silver, 28 Feb. 2024 , 02:33am I work from home - my company updated the security on the VPN & once I login I can’t access email, files or the internet. After a week of trying different things, they determined it was the Wi-Fi. So unfortunately, I had to get a different service. [Privately] Richelle, 28 Feb. 2024 , 02:33am go for the cancellation, temp check [Sent] Nikkaeunice, 28 Feb. 2024 , 02:36am I really understand the situation and this is not the experience we want you to have. Before we finalize the cancellation would you like me to do some trouble shooting steps for you? I heard that other customers could use VPN with our home internet. [Read] Sarah Silver, 28 Feb. 2024 , 02:37am No it’s ok - I already returned the tower to a T-mobile store. It did work for the first few months but because my company update the VPN, it just doesn’t work. I appreciate the offer though! Nikkaeunice, 28 Feb. 2024 , 02:39am Aww that is really very unfortunate to hear. As your support I'd like to disclose relevant information about your concern, by any chance, do you have family members / friends in the same household who would like to take over the line? T-Mobile Home Internet service is currently being offered to limited customers only. Once cancelled, you may not be able to immediately activate one if needed unless there's sufficient slot in the area. [Read] Sarah Silver, 28 Feb. 2024 , 02:39am I live alone Nikkaeunice, 28 Feb. 2024 , 02:41am Understood Sarah, do you have a future plan to add a voice line, tablet line or watch line? I would like you to get the best offers possible so that you won't be able to miss out on any promotions from T-mobile. [Read] Sarah Silver, 28 Feb. 2024 , 02:42am At this time I only need my cell line that I currently have, thank you. Nikkaeunice, 28 Feb. 2024 , 02:45am We respect your decision here at T-Mobile. We can now go ahead and let me set up a follow-up to cancel this home internet line before your next billing cycle which is on March 6. So, this home internet line will be officially removed on your next billing cycle. Would this be fine for you? You don't need to contact us back as we will take care of this for you. [Read] Sarah Silver, 28 Feb. 2024 , 02:46am Yes, that is fine. It’s the 623-210-7451 line that you are cancelling, correct? Nikkaeunice, 28 Feb. 2024 , 02:48am Yes that is correct Sarah, I will be proceeding with setting up the follow up now, please give me a few moment. While I am working on your follow up, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read] Sarah Silver, 28 Feb. 2024 , 02:48am Thank you! No, that was my only concern today. Nikkaeunice, 28 Feb. 2024 , 02:49am You are most 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? [Read] Sarah Silver, 28 Feb. 2024 , 02:49am It was great! Nikkaeunice, 28 Feb. 2024 , 02:50am 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, 28 Feb. 2024 , 02:50am Did we take care of your reasons for reaching out today completely? [Read] Sarah Silver, 28 Feb. 2024 , 02:50am Yes, thank you. Nikkaeunice, 28 Feb. 2024 , 02:50am 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, 28 Feb. 2024 , 02:50am Here in T-Mobile we're glad to assist you regarding your cancellation, 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! [Read] Sarah Silver, 28 Feb. 2024 , 02:51am Thank you - have a great day! GABRIELLE BERRY Gabrielle Berry, 28 Feb. 2024 , 02:50am Hello I have a quick question about the first responder discount I have verified my husband veteran status and I got another text stating it needs to be verified what do you guys need ? Nikkaeunice, 28 Feb. 2024 , 02:52am Hi Gabrielle, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Read] Nikkaeunice, 28 Feb. 2024 , 02:52am Can I kindly ask when did you apply for the veteran discount? [Read] Gabrielle Berry, 28 Feb. 2024 , 02:53am We have had it on our account since we had T-Mobile and when we got new phones last month the rep took a picture of my husband military card and said it was verified again Gabrielle Berry, 28 Feb. 2024 , 02:56am I just don’t understand why all of the sudden it’s being taken off Nikkaeunice, 28 Feb. 2024 , 02:57am Thank you for letting us know about this, upon checking your account I can confirm that the military verification has already been successful and that all of your plan has been change into a Go5G Plus First Responder, so rest assured that your request has already been taken care of. [Read] Nikkaeunice, 28 Feb. 2024 , 02:58am Do you have any further clarifications Gabrielle? [Read] Gabrielle Berry, 28 Feb. 2024 , 02:58am Perfect thank you Gabrielle Berry, 28 Feb. 2024 , 02:58am Just needed to make sure we are still getting the discount Nikkaeunice, 28 Feb. 2024 , 02:59am You are most welcome. While you have me here, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day great today? [Read] Gabrielle Berry, 28 Feb. 2024 , 02:59am Nope that is all that has come up thank you and have a great day Nikkaeunice, 28 Feb. 2024 , 02:59am That is great to know! 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] Gabrielle Berry, 28 Feb. 2024 , 03:00am Great Nikkaeunice, 28 Feb. 2024 , 03:00am 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, 28 Feb. 2024 , 03:00am Did we take care of your reasons for reaching out today completely? [Read] Gabrielle Berry, 28 Feb. 2024 , 03:01am Yes thank you Nikkaeunice, 28 Feb. 2024 , 03:01am 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! [Sent] Nikkaeunice, 28 Feb. 2024 , 03:01am We here in T-Mobile, we are happy to help you resolved your concern today. Thank you and be safe! Bye now! [Sent] [Privately] Macarolyn, 28 Feb. 2024 , 03:11am Check with your support if this chat can now be closed. [Sent] LAWRENCE SHORES Lawrence Shores, 28 Feb. 2024 , 03:42am Can I change my due date Nikkaeunice, 28 Feb. 2024 , 03:44am Hi Lawrence, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Read] Lawrence Shores, 28 Feb. 2024 , 03:44am Hi Nikkaeunice, 28 Feb. 2024 , 03:44am Can I kindly ask for the reason why you want to change your due date? [Read] Lawrence Shores, 28 Feb. 2024 , 03:45am I get paid once a month and get paid after the first so I'm paying late fees every month Nikkaeunice, 28 Feb. 2024 , 03:47am I see. Thanks for letting me know that, Lawrence! 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 some circumstances. [Read] Nikkaeunice, 28 Feb. 2024 , 03:47am Can I please ask when would you like it to be changed? [Read] Lawrence Shores, 28 Feb. 2024 , 03:48am Next month. March Nikkaeunice, 28 Feb. 2024 , 03:49am Just to confirm is this on the March 1st? [Read] Lawrence Shores, 28 Feb. 2024 , 03:49am Yes Nikkaeunice, 28 Feb. 2024 , 03:53am Thanks for confirmiing! [Read] Nikkaeunice, 28 Feb. 2024 , 03:55am Please Bear with me while I am making changes for you. 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] Lawrence Shores, 28 Feb. 2024 , 03:55am No Nikkaeunice, 28 Feb. 2024 , 03:59am Alright then let me check it for you! [Read] Lawrence Shores, 28 Feb. 2024 , 03:59am Ok [Privately] Macarolyn, 28 Feb. 2024 , 04:02am Overdue! Please reply to your customer. Buy time if needed or update your customer on what you are currently doing. [Sent] Nikkaeunice, 28 Feb. 2024 , 04:04am Thanks for waiting, Lawrence! Upon checking your account, your current due date is every 26th of the month, shall we change it now to every 1st of the month? [Read] Lawrence Shores, 28 Feb. 2024 , 04:04am Yes please Nikkaeunice, 28 Feb. 2024 , 04:08am Alright let me process it for you just give me a few moments. Is that alright? [Read] Lawrence Shores, 28 Feb. 2024 , 04:08am Ok Nikkaeunice, 28 Feb. 2024 , 04:12am Thanks for waiting! [Read] Lawrence Shores, 28 Feb. 2024 , 04:13am You're welcome [Privately] Macarolyn, 28 Feb. 2024 , 04:17am You may ask probing questions, move forward question or use your saved underlying temp check spiel. (if applicable) Buy time if needed or update your customer on what you are currently doing. [Sent] Nikkaeunice, 28 Feb. 2024 , 04:18am Great! We're about to finalize the changing of your due date. Please be advised that your that this change will start on March 5, you will receive some prorated bill between March 6th to 8th, and your billing cycle will reset every 8th of the month. Are you good with this? [Read] Lawrence Shores, 28 Feb. 2024 , 04:18am Yes Nikkaeunice, 28 Feb. 2024 , 04:23am Thanks for waiting! Great news! We have successfully changed your billing due date to every 1st of the month. Rest assured that this will be your new due date starting on March 5. [Read] Lawrence Shores, 28 Feb. 2024 , 04:23am Thank you Nikkaeunice, 28 Feb. 2024 , 04:23am DO you have any other clarification? [Read] Lawrence Shores, 28 Feb. 2024 , 04:23am No Nikkaeunice, 28 Feb. 2024 , 04:24am Alright! 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? [Sent] [Privately] Macarolyn, 28 Feb. 2024 , 04:45am Do we have any updates here? Coordinate with your support on what to do next on this chat. Recap and close chat IF APPLICABLE. [Sent]