Billing
Memos indicate non data feature removal request mid cycle which causes:
Prorated charges
Memos indicate cancel request in February and it is now June line is still active.
What is Billed Charges
Customer is calling regarding a missing promotion. What do you do?
What is Probing questions
What promotion? Line, Device, or Rebate?
When did they expect this to start?
Customer is disputing a feature/line on their account no memos support-policy to use
60 day bill dispute
Bill arrears accounts, and to correct plan errors always
What is backdate.
Previous Promise for Line/Feature removal are credited here.
Billed Charges
Lost/Broken device-System memo removal of P360 during COR, expert memo customer to keep
What is: Tmobile Error
Negotiate, is it a screen repair only, can it be completed and we adj for difference? less the cost of P360 for months missed.
Other out of the box, or BTA device and adj down to deductible + cost of P360
When researching missing Promo device credits access this tool to check for enrollment
What is Frontline Promo Dashboard
Customer is disputing a feature/line on their account-memos support request to remove 10 months ago-policy to use
T-mobile Error
Same day plan changes aren't allowed, except
What is when the number of subscribers falls below the required lines for specific family plans due to a cancellation. Same day plan change can be performed after the cancellation.
Customer calls regarding a whisper when making a conference call telling them they will be charged .01 per minute
What is Out of Plan Numbers
c2.t-mobile.com/plans-features/postpaid-features/voice-and-messaging-rates
What is never - It is for Employee accounts only
No promo enrollment occurred. Customer insists they sent in their trade in device. Use this tool
What is Device Tracking Portal
Fees are to be Adjusted through
What is Billed Charges or Pending Charges
Bill current accounts, always future date plan changes except for the following reasons
What is
Memos indicate removal of data feature mid cycle which causes
Full charge due to data features are not prorated
Customer called about high charge for phone on their bill from Assurant Claim but imei found in warehouse credit as
What is Assurant: Do not adjust instead use
NRF Escalation policy
https://c2.t-mobile.com/device-programs/problems-with-features-claims-device-protection
Customer received a message indicating they no longer qualify for a promotion. The first place you look
What is Memos
T-Mobile made a payment processing error that resulted in bank fees being charged to customer's bank account. Credit using
What is Bank Fee Adjustment BNKADJ
Customer added new lines last month and now their bill is crazy high what is the most likely cause
What is prorated charges/backdated plan change that caused rerate
Customer upgraded their phone mid cycle and is now disputing dual device charges-Credit using
What is Don't you Dare Credit
Educate at time of upgrade the guaranteed jump payoff amount was $XX which was closed at time of upgrade. Customer is responsible for the EIP charge as it was already queued to bill
Credit Code:
What is International Roam Air ADJINTRMA
Doc 435999
Always use to review Promotion Requirements
What is Offers Tool
Goodwill credits over $50 should be done when
What is Never-
Goodwill is for adj less than $50 for inconvenience, what is the reason behind the adjustment? Promo? Equipt? Feature? Misinformation about what? In order to fix issues we must code accurately
When upgrading data or international features mid cycle, customers are charged
What is the current feature and the new feature
Adjustment may be required