| We Got Moves | Locked Up...We won't Let you out | Run ME My Coins | Back That Thang Up! | Mo' Time, Mo' Time, Mo' Time! |
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What is Carrier Freedom
Brandon left Sprint and heard that T-Mobile will pay off what he owes on his device and his early termination fees up to $650. What uncarrier move is he referring to?
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What is a token
Mark wants to add a line. What are you going to use to verify him in Dash?
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What is make a one time payment
Gil's bill is due on the 25th of each month. He updated his autopay on the 21st. What must he do to ensure his bill for the 25th of that month is taken care of?
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What is two
Yang made a payment with her checking account. The funds were not available at the time. How many times will T-Mobile attempt to process the payment?
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What is a recurring arrangement with 2 installments. FDP is required.
Lisa's bill is due on the 4th of each month. Today is Jan 20th. Her account is still active. She wants to pay half on Jan. 28th and the rest Feb.3rd. What type of arrangement can she get and what's required?
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What is T-Mobile One
Am has unlimited talk, text and data w/Netflix. What uncarrier move is she benefiting from?
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What is a one time pin
Janet cannot remember her pin/passcode and needs to update it. What is required before the change is complete?
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What is advise her she must wait 10 days before the payment is considered missing
Kathy mailed in her payment to T-Mobile on Jan.13th. She calls on the 18th because she notices her payment has not yet posted. What do you tell her?
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What is No
Yes or No:
Sam has been with T-Mobile for about 2 months. He recently made a check payment on Jan.7th. An emergency came up and he calls on Jan.18th to get his payment refunded. Are we able to refund the payment? |
What is
■ Add-on activations ■ Change of Responsibility ■ EIP creation ■ Handset exchange ■ Postpaid to prepaid conversion ■ Seasonal suspend
Rudy wants to make some account changes but she is currently delinquent. What six account changes is she unable to make?
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What is simple global
Felicia traveled to the Philippines. While she was there she got unlimited texting and data included with her mobile service. Which uncarrier move is this?
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What is
■ Account type conversion requests ■ Add or remove Authorized Users ■ Bill cycle changes ■ Billing Name changes ■ Cancel or resume cancelled lines ■ Change of Responsibility requests ■ My T-Mobile Primary Account Holder changes ■ New device purchase or update using EIP in T-Mobile store within the first seven days of account activation ■ Password and PIN change
Sue is the BRP. She is adding her sister as an authorized user. She wants to know which changes her sister is unable to make on the account.
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What is
Equipment/accessory purchases Purchases for prepaid refill cards My T-Mobile/T-Mobile App payment memo showing 'Auth' where a separate Payment memo isn't listed
What payment types do you not file a MPRF for?
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What is advise her it is not able to be refunded
Tess received a promotional credit of $50.00 on her bill. She wants to have that refunded to her checking account. What would you tell her?
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What is none
Jo's bill due date is Jan 7th. She set up a payment arrangement for Jan.17th for her first bill. She was unable to keep that payment arrangement and is now suspended. What payment arrangement options does she have and what's required?
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What is Lifetime Coverage Guarantee
Terry signed up for JUMP! On Demand. She wants to know if there is an type of program that will allow her to try out the T-Mobile network risk-free with a 30 day money back guarantee. Which uncarrier move do you offer?
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What is advise her to visit the retail store with her ID
Liz is the BRP. She forgot her passcode. You send her a OTP, but she cannot remember the last four of her ssn. How do you help her?
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What is at any time
This is Bob's first time using our autopay service. His bill is due on the 26th. When will his first payment draft?
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What is it blocks the account from making a payment with the returned payment method for 30 days regardless of the return reason code
Georgia's account has been added to negative file. What happens to the account at this point?
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What is pay the full balance or pay the account down to 30 days past due and then set up payment arrangement for the rest
Lucy's account is suspended. Her total balance is 460.00 past due. She is past due 35 days. What two options does she have to restore services?
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What is Team of Experts
Erin was excited to find out that when she calls in she no longer has to talk to a machine. Which uncarrier move made this possible?
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What is use a OTP
Some postpaid accounts do not have SSNs associated with the account or have a SSN of 1111. How would you verify this customer in Quickview?
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What is yes
Yes or No:
Tom has autopay set up but T-Mobile placed a collection hold on the account as a one time courtesy. Will his autopay still draft? |
What is process the refund and advise him that we would not be able to process anymore refunds
Moe has been with T-Mobile about 5 years. He needs to have his payment refunded. He tells you that this has only happened to him 2 other times. What do you do and what advisements would you give?
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What is canceled
Dominique's payment arrangement is showing as failed. He was fully suspended when he made this arrangement. What status will his account move to if he does not make a payment?
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