iOS Messages User 91226, 14 Oct. 2024 , 11:42pm Hello T-Mobile, 14 Oct. 2024 , 11:42pm Hi there! You’re now chatting with T-Mobile’s Virtual Assistant on a transcribed line. Learn more at t-mo.co/privacy [Received] T-Mobile, 14 Oct. 2024 , 11:42pm Our chat may include information about T-Mobile promotions, benefits, and other deals. [Received] T-Mobile, 14 Oct. 2024 , 11:42pm How can I help? [Received] iOS Messages User 91226, 14 Oct. 2024 , 11:42pm Service T-Mobile, 14 Oct. 2024 , 11:42pm One moment [Received] T-Mobile, 14 Oct. 2024 , 11:42pm Thanks! A live representative will be with you shortly. [Received] Info [Automated], 14 Oct. 2024 , 11:42pm Wait times are longer than normal, a representative will be assigned as soon as they are available. [Received] iOS Messages User 91226, 14 Oct. 2024 , 11:43pm Ok iOS Messages User 91226, 14 Oct. 2024 , 11:50pm ??? T-Mobile AutoMessage, 14 Oct. 2024 , 11:58pm We appreciate your patience. We're experiencing high volumes and wait times are longer than normal. Do you want to continue to wait for a representative? Yes, or No. [Sent] iOS Messages User 91226, 15 Oct. 2024 , 12:06am HELP T-Mobile AutoMessage, 15 Oct. 2024 , 12:06am I'm sorry. I did not understand your response. Let's try again. Please type: Yes - To continue waiting or No - To close the conversation. [Sent] Marjorie, 15 Oct. 2024 , 12:11am Hello! This is Marj from T-Mobile, thank you for reaching out to us today! We appreciate your patience in being connected with us here in Messaging. May I kindly know how we can help? [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:12am Hi iOS Messages User 91226, 15 Oct. 2024 , 12:12am I was contacting regarding the disrupted service I experienced from hurricane Helene iOS Messages User 91226, 15 Oct. 2024 , 12:12am Is there a credit out discount being issued as I was without service? Marjorie, 15 Oct. 2024 , 12:14am Oh, no. We're so sorry to hear that you had to experience the hurricane Helene in your area. [Received] Marjorie, 15 Oct. 2024 , 12:15am No problem. I'm sure we can have this checked for you. May we know your exact address, please? [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:16am 1135 Walden Glen Lane Evans GA 30809 Marjorie, 15 Oct. 2024 , 12:17am Thank you for sending your address. I need a little more time to review the specifics. If you don’t mind waiting just a moment, I’ll be right back with the information you need. In order to make sure this is looked into, could you fill out this form below please? Let us know once done and just in case you get any error in your end. [Received] T-Mobile, 15 Oct. 2024 , 12:17am Click here to access our secure forms: https://t-mo.cc/zx5523fr8a [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:19am I don’t have a pin or passcode for the form Marjorie, 15 Oct. 2024 , 12:19am We appreciate you for submitting it and your kind patience. My apologies as the information you provided is not letting me to pull up the account and my access is limited on this matter. Please know that we are really keen to help you out. Don't worry, just give our dedicated Care Team a call at 1-800-937-8997. They're specialized in manually verifying your account and check all your needs and questions. May I know if you are available right now to dial our team? [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:20am Is there a different log in link? I usually get a different one that I didn’t receive today iOS Messages User 91226, 15 Oct. 2024 , 12:21am No I can’t dial iOS Messages User 91226, 15 Oct. 2024 , 12:21am I usually get a log in link thru chat Marjorie, 15 Oct. 2024 , 12:22am Thank you for your question! Yes, we do have. One moment please? [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:22am Ok Marjorie, 15 Oct. 2024 , 12:23am We appreciate your confirmation about the dial. The log in link will be sent shortly: [Received] T-Mobile, 15 Oct. 2024 , 12:23am [Rich Content] [Received] Marjorie, 15 Oct. 2024 , 12:23am Please let me know once done, alright? Or if you encounter any issues or need further assistance, don't hesitate to inform us. Thanks [Received] T-Mobile, 15 Oct. 2024 , 12:23am Login successful! [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:23am Here Marjorie, 15 Oct. 2024 , 12:26am Thanks! We can now see the further details for you. Can I have 3-5mins for this, please? [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:26am Sure Marjorie, 15 Oct. 2024 , 12:27am I appreciate it [Received] Marjorie, 15 Oct. 2024 , 12:28am To be sure, may we know how long you were out of service during hurricane Helene, please? [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:28am Yes iOS Messages User 91226, 15 Oct. 2024 , 12:28am 4 days Marjorie, 15 Oct. 2024 , 12:32am Thank you for your cooperation. I genuinely hope you’re safe and that everything is okay on your end. Good thing you brought this up with us, today, Tamia [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:33am Yes Marjorie, 15 Oct. 2024 , 12:33am As your representative today, we will cover the 4 days out of service charge for you [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:33am Okay great how much would that be? Marjorie, 15 Oct. 2024 , 12:33am Normally, it will be computed like this: $50.00/30days*4 days =$6.67 [Received] Marjorie, 15 Oct. 2024 , 12:34am We will make an adjustment credit of $15.00 not just $6.67 effective today! [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:34am That would be great iOS Messages User 91226, 15 Oct. 2024 , 12:34am So that’s $15 off the monthly bill of $56? Marjorie, 15 Oct. 2024 , 12:35am Thank you for letting us know your thoughts on this and right now I am processing the credit adjustment towards your bill. Right now, you have a current balance of $55.86 - $15.00 = $40.86 [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:35am Okay awesome ! Marjorie, 15 Oct. 2024 , 12:36am All for you, Tamia! We're always here to ensure you get an excellent experience here in T-Mobile. Can you stay with me while I am on it, please? It won't take much [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:36am Sure I can wait Marjorie, 15 Oct. 2024 , 12:37am You've been one of the nicest and most patient customers I've had all day! I really appreciate that! Good news! Your new balance is now updated! Can you refresh the app to see the changes, please? [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:38am Sure one sec Marjorie, 15 Oct. 2024 , 12:38am I appreciate it! Please take your time and update us if there's any improvement, okay? We want to make sure everything is taken care of for you today. I am just right here. [Received] Marjorie, 15 Oct. 2024 , 12:39am Rather if the account balance is now reflecting/updated in your end. Thank you! [Received] iOS Messages User 91226, 15 Oct. 2024 , 12:40am I see it now thank you so much and have a wonderful day!! Marjorie, 15 Oct. 2024 , 12:41am That's great to know! We appreciate your efforts and precious time here, Tamia. Just for a recap you contacted us today regarding your 4-days no service during hurricane Helene. In order to view the recent adjustment credit of $15.00 on your account you can simply dial #225# [Received] Marjorie, 15 Oct. 2024 , 12:42am If this is all for me, I won't take much of your time now. For your reference, you can also check this helpful link to lessen your effort: https://www.t-mobile.com/customers/self-service https://www.t-mobile.com/contact-us Should this be all, I want to thank you again for always choosing us! We appreciate you for being a part of our T-Mobile family. This is Marj, your dedicated representative today, I hope you have a great day ahead of you, and always take care! [Received] [Privately] Markchristian, 15 Oct. 2024 , 12:46am Good job with handling the conversation, it also shows improvement on our response time TTFRA 0.35 min ART 1.02 min [Sent]