CHAT 2/26/2024

HARRIS

N/A, 27 Feb. 2024 , 12:33am

• Welcome to T-Mobile messaging!  Please turn on app notifications to get updates on the go. [Sent]

Harris Anton, 27 Feb. 2024 , 12:33am

• Hello. I’d like to have my phone unlocked please

T-Mobile, 27 Feb. 2024 , 12:33am

• Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 27 Feb. 2024 , 12:33am

• Let’s work on your request. [Read]

T-Mobile, 27 Feb. 2024 , 12:33am

• 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, 27 Feb. 2024 , 12:34am

• Hi, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. [Read]

Nikkaeunice, 27 Feb. 2024 , 12:34am

• May I please know the reason why you want your phone unlocked? [Read]

Harris Anton, 27 Feb. 2024 , 12:35am

• Hi there. I want it unlocked because I am living overseas. Thanks

Nikkaeunice, 27 Feb. 2024 , 12:37am

• Got you on that Harris, I understand how important it is to get your phone unlock when living overseas, to further help you can I please ask for your IMEI? [Read]

Harris Anton, 27 Feb. 2024 , 12:38am

• Sure thing! Here it is.
  35 407864 433569 5

[Privately] Richelle, 27 Feb. 2024 , 12:40am

• show excitement that the cx will be traveling. ask for the number the phone he is using with [Sent]

Nikkaeunice, 27 Feb. 2024 , 12:41am

• Thank you so much for giving the information, I am so excited to know that you will be living overseas! Can I kindly ask for the number of the phone you are going to use? [Read]

Harris Anton, 27 Feb. 2024 , 12:42am

• My French number? Thx

Harris Anton, 27 Feb. 2024 , 12:42am

• Or the US number

Nikkaeunice, 27 Feb. 2024 , 12:44am

• Can i get your US number please? thank you! [Read]

Harris Anton, 27 Feb. 2024 , 12:45am

• 323 533 0725

Nikkaeunice, 27 Feb. 2024 , 12:46am

• Got you Harris! let me check on your account so I can further help you! [Read]

Nikkaeunice, 27 Feb. 2024 , 12:46am

• 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]

Harris Anton, 27 Feb. 2024 , 12:47am

• Great thank you! Can you please change my number to a talk and text only plan?

[Privately] Macarolyn, 27 Feb. 2024 , 12:49am

• More than two minutes! Acknowledge your customer.
  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, 27 Feb. 2024 , 12:50am

• Sure I can definitely help you with that! let me just further check your account so that we can proceed with the change after I look up on your phone unlock. Is that alright ? [Read]

Harris Anton, 27 Feb. 2024 , 12:51am

• Yes perfect. Thanks.

Nikkaeunice, 27 Feb. 2024 , 12:53am

• Anything for you Harris! [Read]

Nikkaeunice, 27 Feb. 2024 , 12:57am

• Hello there Harris great news! upon checking your account I can see here that you are eligible for a Phone unlock. Although just to set proper expectation the process will be within 72 hrs. Shall we proceed with that>? [Read]

Harris Anton, 27 Feb. 2024 , 12:59am

• Yes please proceed. I guess I thought it would be automatic once my phone was paid off of Friday. But as soon as possible would be great.

Nikkaeunice, 27 Feb. 2024 , 01:03am

• Alright! I'll do my best to get your phone unlock as soon as possible! About the change of plan, can I confirm if you would like both of the to have unlimited talk and text or just the line ending with 0725? [Read]

Harris Anton, 27 Feb. 2024 , 01:03am

• Thanks. I really appreciate it. And only 0725 on talk and text please.

Nikkaeunice, 27 Feb. 2024 , 01:05am

• Understood! thank you for confirming it for me. Let me look up some plans for you, sounds good? [Read]

Harris Anton, 27 Feb. 2024 , 01:05am

• Yes thank you.

Nikkaeunice, 27 Feb. 2024 , 01:09am

• Hello [Read]

Harris Anton, 27 Feb. 2024 , 01:10am

• Hello

Nikkaeunice, 27 Feb. 2024 , 01:10am

• Thank you for waiting, I have seen a plan that involves unlimited talk and text would you like to check this out? https://www.t-mobile.com/support/plans-features/unlimited-talk-and-text-plan?cmpid=hw_send [Read]

Harris Anton, 27 Feb. 2024 , 01:11am

• Unlimited talk and text for $20/month?

Harris Anton, 27 Feb. 2024 , 01:11am

• Hi. I was signed out. Are you still there? Thanks.

Nikkaeunice, 27 Feb. 2024 , 01:13am

• Yes I am still here with you! That is correct it will be only for $20 [Read]

Harris Anton, 27 Feb. 2024 , 01:13am

• Perfect. Thank you! Can you change my plan only to the talk and text? 0725 number only.

[Privately] Richelle, 27 Feb. 2024 , 01:15am

• The plan change is ban level or account level, Nikka. [Sent]

Nikkaeunice, 27 Feb. 2024 , 01:17am

• Thank you for confirming, let me process the request for you. [Read]

VICTOR

Victor Vera, 27 Feb. 2024 , 12:56am

• Hello. I'm trying to redeem Netflix because it's included in my plan but it's not letting me continue

T-Mobile, 27 Feb. 2024 , 12:56am

• Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 27 Feb. 2024 , 12:56am

• Let’s work on your request. [Read]

T-Mobile, 27 Feb. 2024 , 12:57am

• 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, 27 Feb. 2024 , 12:59am

• Hi Victor, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved. Can I kindly ask which line are you referring to? [Read]

Victor Vera, 27 Feb. 2024 , 01:02am

• Hello

Victor Vera, 27 Feb. 2024 , 01:02am

• 7145858940

Nikkaeunice, 27 Feb. 2024 , 01:03am

• I understand how important it is to be able to redeem your Netflix, I'll make sure to help you get it resolved! [Read]

Nikkaeunice, 27 Feb. 2024 , 01:03am

• Thank you for the information, let me check on that for you! [Read]

Victor Vera, 27 Feb. 2024 , 01:03am

• Thank you

Nikkaeunice, 27 Feb. 2024 , 01:04am

• you are very much welcome Victor! [Read]

Victor Vera, 27 Feb. 2024 , 01:06am

• I just made a Netflix account but it's asking for my credit card information

Nikkaeunice, 27 Feb. 2024 , 01:10am

• I understand. [Read]

Nikkaeunice, 27 Feb. 2024 , 01:11am

• Let me check on your account to see what I can do. please give me a few more time. Is that alright? [Read]

Victor Vera, 27 Feb. 2024 , 01:13am

• Okay sounds good

Nikkaeunice, 27 Feb. 2024 , 01:17am

• Thank you so much! 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]

Victor Vera, 27 Feb. 2024 , 01:18am

• Nope I think that would be it

Nikkaeunice, 27 Feb. 2024 , 01:20am

• Got it! can I please confirm if you have receive a redemption link from T-mobile? [Read]

Victor Vera, 27 Feb. 2024 , 01:21am

• No i haven't received that

Nikkaeunice, 27 Feb. 2024 , 01:24am

• Thank you for confirming, I can see here that you are eligible for the Netflix on Us feature, I can assure you that you can definitely redeem your Netflix, let me send you a Netflix redemption link, Shall we proceed? [Read]

Victor Vera, 27 Feb. 2024 , 01:24am

• Yes please

[Privately] Richelle, 27 Feb. 2024 , 01:24am

• send the redemption link already, Nikka [Sent]

Nikkaeunice, 27 Feb. 2024 , 01:25am

• Alright! please give me a moment. [Read]

Victor Vera, 27 Feb. 2024 , 01:28am

• Okay no worries

Nikkaeunice, 27 Feb. 2024 , 01:33am

• There has been a problem with my system please hold on. [Read]

Victor Vera, 27 Feb. 2024 , 01:33am

• Okay sounds good

Nikkaeunice, 27 Feb. 2024 , 01:37am

• Thank you for your patience VIctor, would you please check on this link and let me know if it worksa

t-mo.co/Streaming12 [Read]

Victor Vera, 27 Feb. 2024 , 01:37am

• Okay let me try

Nikkaeunice, 27 Feb. 2024 , 01:39am

• Alright! Thank you so much [Read]

Victor Vera, 27 Feb. 2024 , 01:39am

• When I click the link it takes me to thank you for signing up but it was the same as before

Nikkaeunice, 27 Feb. 2024 , 01:40am

• I see, let me check on my end if I can manually add it for you, is that alright? [Read]

Nikkaeunice, 27 Feb. 2024 , 01:42am

• Hello can you please confirm if you have receive the sms? [Read]

Victor Vera, 27 Feb. 2024 , 01:43am

• Yes I did receive the text

Nikkaeunice, 27 Feb. 2024 , 01:43am

• That is great to hear! were you able to proceed with the redemption? [Read]

Victor Vera, 27 Feb. 2024 , 01:46am

• No i can't

Nikkaeunice, 27 Feb. 2024 , 01:48am

• Can I kindly ask what is the error that you are receiving on your end when you are trying to redeem it? [Read]

Victor Vera, 27 Feb. 2024 , 01:50am

• It just takes me to a page that says thanks for signing up

Nikkaeunice, 27 Feb. 2024 , 01:51am

• If you don't mind, can you please provide me a screenshot for the error that you are getting? [Read]

Victor Vera, 27 Feb. 2024 , 01:52am

• [Image]

Nikkaeunice, 27 Feb. 2024 , 01:54am

• can you please try to click the recover your account option and see if the email attached is the same with the one connected to your T-Mobile account? [Read]

Victor Vera, 27 Feb. 2024 , 01:55am

• Oh no it's not the same. Does it have to be the samee one?

Nikkaeunice, 27 Feb. 2024 , 01:59am

• Yes since it has to be connected for it to proceed. [Read]

Nikkaeunice, 27 Feb. 2024 , 02:00am

• Would you mind kindly connecting it to the email so that we can see if it will push through? [Read]

Victor Vera, 27 Feb. 2024 , 02:00am

• Oh so I should make a new Netflix account with the tmobile email?

Nikkaeunice, 27 Feb. 2024 , 02:01am

• Yes that way it will be connected and you can use your Netflix that is within your plan. [Read]

Victor Vera, 27 Feb. 2024 , 02:01am

• With the email horriblevera@gmail.com?

Nikkaeunice, 27 Feb. 2024 , 02:02am

• Yes that is corrrect Victor, would you please tell me once you are able to do that? [Read]

Victor Vera, 27 Feb. 2024 , 02:02am

• Okay one moment please

Nikkaeunice, 27 Feb. 2024 , 02:05am

• Alright! Thank you so much for cooperating! [Read]

Victor Vera, 27 Feb. 2024 , 02:13am

• I think I'll try when I get home because I don't have the greatest service

Nikkaeunice, 27 Feb. 2024 , 02:17am

• Alright that is understandable! rest assured that you have Netflix in your plan so you will be able to redeem it once you sign in with the email. [Sent]

Nikkaeunice, 27 Feb. 2024 , 02:18am

• 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]

MISTI PAYNE

Misti Payne, 27 Feb. 2024 , 02:21am

• [Image] Why do I constantly get this message on my phone? This happens way too often. I am constantly rebooting my phone, and I have to go outside and walk around the yard, trying to get a call thru. And a lot of the time, I can be talking, and during the conversation, the other person's voice will drop out of the call. They can hear me, but i can't hear them. When I call them back, they say they could hear me clearly, but I couldn't hear them. Please fix this issue. I am frustrated. I have let T-Mobile know about this issue before, but it hasn't gotten any better. Thanks.

T-Mobile, 27 Feb. 2024 , 02:21am

• Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 27 Feb. 2024 , 02:21am

• Let’s work on your request. [Read]

T-Mobile, 27 Feb. 2024 , 02:22am

• 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, 27 Feb. 2024 , 02:25am

• Hi, this is Eunice from T-Mobile, I’m here to help. Let’s partner together to get this resolved.

• It is unfortunate to hear that you are having this trouble, I know how important it is to have your calls working, rest assure that I will do my best to get it resolved. [Read]

Nikkaeunice, 27 Feb. 2024 , 02:26am

• Can I kindly ask if when has this been showing up on your phone? [Read]

Misti Payne, 27 Feb. 2024 , 02:31am

• It's everyday this happens

Nikkaeunice, 27 Feb. 2024 , 02:36am

• I appreciate you letting us know about this, may I know if you have already did some steps so that we can avoid repeating same steps that you already tried? [Read]

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.

T-Mobile, 27 Feb. 2024 , 02:30am

• Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 27 Feb. 2024 , 02:30am

• Let’s work on your request. [Read]

T-Mobile, 27 Feb. 2024 , 02:30am

• 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, 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? [Sent]

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. [Sent]

[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. [Sent]

BRIANNA LINDGREN

Brianna Lindgren, 27 Feb. 2024 , 03:51am

• Hi

T-Mobile, 27 Feb. 2024 , 03:51am

• Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 27 Feb. 2024 , 03:51am

• In a few words, what would you like to do today? [Read]

Brianna Lindgren, 27 Feb. 2024 , 03:53am

• Speak to a representative regarding billing

T-Mobile, 27 Feb. 2024 , 03:53am

• Let’s work on your request. [Read]

T-Mobile, 27 Feb. 2024 , 03:53am

• 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, 27 Feb. 2024 , 03:55am

• Hi Brianna, this is Eunice from T-Mobile, I’m happy to help take care of billing for you. Can you please provide more information about it? [Read]

Brianna Lindgren, 27 Feb. 2024 , 03:56am

• Hi there, I have an open case with billing that I’m hoping to get updated on today. Its been a month since we opened the case and I was supposed to get a call last week Wednesday regarding it and have not heard from anyone

Nikkaeunice, 27 Feb. 2024 , 03:59am

• I understand, I know how important it is to have your billing case resolved, rest assured I will help you get it resolved! Can I ask the date when you inquired the billing case? [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:00am

• Yes, let me scroll back really quick

Brianna Lindgren, 27 Feb. 2024 , 04:00am

• January 27th

Nikkaeunice, 27 Feb. 2024 , 04:02am

• Thank you so much for providing me with that information, let me check on that to review the conversation. Is that alright? [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:02am

• Yes please

Brianna Lindgren, 27 Feb. 2024 , 04:02am

• I talked to someone last week Tuesday who said they were going to take on the case as well. Then talked to someone last Wednesday when I didn’t hear from them and they told me it was still open

Nikkaeunice, 27 Feb. 2024 , 04:06am

• I understand, don't worry I will be thoroughly checking your account so I can further assist you with your concern. [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:07am

• Thank you very much

Nikkaeunice, 27 Feb. 2024 , 04:08am

• You are most welcome Brianna, Can I kindly ask if how many lines were suspended before in your account? [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:08am

• 2

Nikkaeunice, 27 Feb. 2024 , 04:11am

• Thank you for that information Brianna let me check on your account, please bear with me. [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:11am

• No problem

Nikkaeunice, 27 Feb. 2024 , 04:11am

• 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]

Brianna Lindgren, 27 Feb. 2024 , 04:14am

• That was it, thank you

Nikkaeunice, 27 Feb. 2024 , 04:15am

• I see, you are most welcome! Can I please ask when did you suspend the two lines that you mentioned? [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:16am

• I can’t remember the exact month but it was in 2021

Brianna Lindgren, 27 Feb. 2024 , 04:16am

• The billing stopped in 2021 when the lines were suspended

Brianna Lindgren, 27 Feb. 2024 , 04:17am

• We activated the lines in September 2022 then suspended them either the same month or in October 2022. We briefly visited the states in September then returned overseas and the billing continued

Nikkaeunice, 27 Feb. 2024 , 04:18am

• Thank you so much for the information that you have provided Brianna, I will be checking it further more so please wait for a few moment, is that alright with you? [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:19am

• Yes, thank you

Nikkaeunice, 27 Feb. 2024 , 04:22am

• You are most welcome Brianna! [Read]

Nikkaeunice, 27 Feb. 2024 , 04:34am

• Hello Brianna I am still here, I am currently working on your request, I just want to make sure that we are still connected. [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:34am

• Yes, I’m still here

Nikkaeunice, 27 Feb. 2024 , 04:35am

• Alright! Thank you for confirming, I'm asking you to please bear with me with your request, Thank you so much for your cooperation! [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:36am

• I appreciate your hard work! It’s been a long month and just want answers😭

[Privately] Macarolyn, 27 Feb. 2024 , 04:40am

• 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 , 04:41am

• Thank you for appreciating me, I understand how important it is to get answers considering it has been long since your request, can I kindly ask if you are still using the service in your account? [Read]

[Privately] Richelle, 27 Feb. 2024 , 04:41am

• Thanks for patiently waiting, Brianna! Upon reviewing the account, I see that you contacted on October 6 to suspend your account. We are doing the recalculations now. [Sent]

Brianna Lindgren, 27 Feb. 2024 , 04:41am

• What do you mean?

Nikkaeunice, 27 Feb. 2024 , 04:42am

• The active lines you have on your account, can you please confirm if you are still using it? [Read]

Nikkaeunice, 27 Feb. 2024 , 04:42am

• Thanks for patiently waiting, Brianna! Upon reviewing the account, I see that you contacted on October 6 to suspend your account. We are doing the recalculations now. [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:43am

• Oh yes, I moved back to the states January 15th and my husband line 0009 moved back February 14th. We reactivated the lines on those days

Brianna Lindgren, 27 Feb. 2024 , 04:43am

• That sounds right, thank you!

Brianna Lindgren, 27 Feb. 2024 , 04:43am

• January 15th, 2024 and February 14th 2024

Nikkaeunice, 27 Feb. 2024 , 04:47am

• You are so much welcome Brianna, and we appreciate you for working with us to resolve your billing concern, so this is what we are going to do. We are going to file an escalation request to adjust your bill for the months of October-December and the approval for the adjustment will happen within 7 business days and will be reflected on your next billing statement. [Read]

Nikkaeunice, 27 Feb. 2024 , 04:47am

• The expected adjustment will be $330 [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:48am

• That was October 2022 though and we’ve been getting charged from October 2022-January 2024

Brianna Lindgren, 27 Feb. 2024 , 04:48am

• We were stationed overseas during that period

Nikkaeunice, 27 Feb. 2024 , 04:49am

• Thank you giving us the information, when you suspended the lines in 2022 did you call our customer care or you did the suspension by yourself online? [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:50am

• We called in

Brianna Lindgren, 27 Feb. 2024 , 04:52am

• The app signed me out just now, I want to be sure I’m still connected to you?

Nikkaeunice, 27 Feb. 2024 , 04:53am

• Got you on that Brianna, I will be proceeding with the escalation to adjust your bill for the months you mentioned, it will happen within 7 business days like I have said earlier, sounds good? [Read]

Nikkaeunice, 27 Feb. 2024 , 04:53am

• Yes we are still connected! no worries. [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:53am

• That’s perfect, I really really appreciate it Eunice!

Brianna Lindgren, 27 Feb. 2024 , 04:54am

• Will they notify me once it’s resolved? They kept mentioned I’d get an email or text but it never happened

Nikkaeunice, 27 Feb. 2024 , 04:55am

• Anything for you Brianna, to extend my help I will do a follow up call so that I can ensure you if the escalation pushed through, don't you worry I will be doing my outmost best to fully help you get this resolved. [Read]

Brianna Lindgren, 27 Feb. 2024 , 04:56am

• I appreciate that very very much!

Nikkaeunice, 27 Feb. 2024 , 04:58am

• You are very much welcome, I would like to thank you too for fully cooperating with us. 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]

Brianna Lindgren, 27 Feb. 2024 , 04:59am

• That was it, thank you and I hope you have a good rest of your day Eunice!

Nikkaeunice, 27 Feb. 2024 , 05:00am

• I'm glad to hear that 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, 27 Feb. 2024 , 05:01am

• We here in T-Mobile, we are happy to help you resolved your concern today. Thank you so much Brianna and be safe! Bye now! Have a nice day! [Read]