Account Changes
Billing
Payments
Device Programs
Promotions
100

Who is authorized to request a SIM change on an account?

Who is the BRP or authorized users 

100

What is the timeline for customers to dispute charges on their bill?

What is most customers have 60 days to contact us from the date they received their bill to dispute a charge. 

100

What card payment methods are available to a customer?

What is T-Mobile accepts card payments with Visa, MasterCard, Discover and American Express logos.

100

What happens if a customer does not return the claimed device within the specified time?

What is the customer is billed a non return fee

100

What tool is available to help you determine a promo issues root cause?

What is the Research It Right: Promo Credits Tool

200

What should be done if a customer claims to have received a call from T-Mobile asking for sensitive information?

What is capture the phone number that called the customer and complete an incident report

200

What is the difference between Bill Current and Bill Arrears billing methods?

What is bill Arrears: MRC is billed and due after the bill cycle is closed while bill Current: MRC is billed at the beginning of the cycle and due within the same bill cycle.

200

What should be done if an unverified or unauthorized caller attempts to make a payment?

What is direct the caller to self-service for payment options. 

200

What are the condition check requirements for a trade in device?

What is 

Check all 4 points of the condition check. The device fails if it has:

 Screen & LCD damage

 Liquid damage

 Find My iPhone & Anti-Theft enabled

 Device can't turn on

  • Including parts (SIM tray, stylus,
200

What switcher program is intended for customers that are keeping their devices?

What is Keep and Switch

300

What is the role of the Primary Account Holder (PAH) in managing the account?

What is the PAH can manage the account and all lines on the account, and they have the same permission level as the BRP if their names match 

300

What self-service options are available for customers to manage their payments and payment arrangements?

What is the TLife app or the SIVR

300

What constitutes a misapplied payment?

What is a payment that cleared the bank but posted to the wrong account belonging to the customer.

300

What happens if the device condition differs from the original trade-in offer?

What is 

  • Revised Offer: If the device condition is different from what was initially reported, a new trade-in offer will be presented based on the actual condition.

    1

  • Customer Notification: The customer will be notified of the revised offer. They will have the option to accept the new offer or reject it.

    3

  • Acceptance or Rejection:
    • Accept: If the customer accepts the revised offer, the adjusted trade-in value will be applied to their account.

      13

    • Reject: If the customer rejects the revised offer, the device will be returned to them.
300

What website do customers utilize to submit for a switcher program?

What is promotions.t-mobile.com

400

What should be done if a customer wants to add an Authorized User to their account?

What is confirm the Authorized User is 18 years or older (21 in Puerto Rico) and advise the BRP that AUs must provide the mobile or account number, the account PIN/passcode, and verify a one-time PIN (OTP) for account changes

400

What is the maximum number of days a customer can receive in a payment arrangement when they are suspended?

What is 21 days

400

What should be done if a customer cannot pay the oldest past due amount?

What is attempt to collect any payment the customer can make today 

400

Can customers with an active extended payment schedule (EPS) complete full price device purchase?

What is yes, they can

400

Where can we check the status of a rebate promotion for the customer?

What is the T-Mobile Promo Tool
500

What actions can an Authorized User perform on an account?

What is an authorized user can complete all account changes except those designated only for the BRP on individual accounts. 

500

What is the cost of a detailed paper bill?

What is 2$

500

What is the posting timeline for a mailed payment?

What is 10 days

500

What are the requirements for a customer to be eligible for the Yearly Upgrade?

What is to be eligible for the Yearly Upgrade, a customer must meet the following requirements:

1


  1. Plan and Agreement:

    • Have a new installment agreement created on the Go5G Next plan, Yearly Upgrade feature, or a future-dated rate plan to Go5G Next.

      12

  2. Duration and Payment:

    • Have the installment agreement open for a minimum of 6 months.

      2

    • Have paid at least 50% of the cost of the phone.

      2

  3. Device Condition:

    • Trade in their phone in good condition.

      12

  4. Account Status:

    • The account must be active and not past due, delinquent, canceled, or associated with Lifeline customers on I/J account type, indirect dealers, or extreme roamer accounts.

      2

  5. Protection 360™ (P360):

    • Customers with P360 on their accounts will receive added benefits during a Yearly Upgrade transaction, such as handling damaged devices through Assurant.

      1

500

Can a customer have an upgraded Hulu plan with Hulu (with ads) on us promotion?

The customer can upgrade their Hulu plan, but the complimentary subscription will no longer apply once they switch to a different Hulu subscription.  

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