Refund

Verify account has received a credit from Adjusted bank fees due to processing error. Ask your customer if they would like a refund by ECP or Wirecard prepaid Mastercard. Submit a Payment Refund Form.

Bank fees

Payment posted your customer's EIP balance and should have posted to their account as a bill payment. Submit an EIP Payment Refund Form. Submit an alternate bill payment thru the Payment Form.

Bill payment posted as an EIP unscheduled balance payment in error

True

Credit balances from a Courtesy, Disaster, Goodwill, Promotional Offer, Retention, Rebate, or other credits for non-T-Mobile error, are not eligible for a payment refund.

three payment

Customers can request a total of _________________________ refunds per account lifetime. If the customer states the charges were unauthorized, any additional payment refund requests must be disputed through their financial institution.

Deceased BRP account requests and support are owned by Customer Resolution Team or Special Account Care for Special-Employee account types. Customers don't need to wait 30 days post cancellation to request a bill payment refund. Refunds will only be approved if there is no usage on all lines of the account for the billing cycle a refund is requested. Up to the last 6 months of payments can be requested. A Payment Refund Form and an Escalated Payment Refund Form is required to be filed.

Deceased BRP refund

Refund requests for an EIP unscheduled balance payment review EIP payments and refunds for help.

EIP unscheduled balance payment

Refunds for equipment bought from an Indirect Sales partner must be handled by the original location. Indirect sales location has closed. Find another dealer with the same business name, and refer your customer to the new location. T-Mobile can only help with account refunds for T-Mobile service.

Equipment return - Indirect dealer

Reason for escalation T-Mobile account number Refund amount Copy of purchase and return receipt

Give your leadership the below information

Check is 90 days old or less: Your customer may cash their check. Check is more than 90 days old: Engage your leadership to file an Escalated Payment Refund Form to have the check reissued to your customer.

Never cashed refund check

Check account memos to confirm that PSO has not declined the refund request. Make sure the customer's billing address is correct and the card was sent to the correct address. Verify it has been at least 4 days from when the refund was approved. Provide the customer with Wirecard's number, 1-877-855-7201, to request a new refund. Let your customer know they will need the address where the card was sent for verification purposes.

Refund not received Prepaid Card

three months

Refunds will be automatically declined if the payment (Check/ECP) is posted less than 14 business days, and the account has a returned payment in the last ________________________.

14 business days

Refunds will be automatically declined if the payment (Check/ECP) is posted less than __________________________, and the account has tenure of less than three months.

When a customer's account is canceled for one year or more with a credit balance, and a Refund form hasn't been filed, we will send the credit balance refund to our Third-party agency MarketSphere. Memos will be left by PSO in the customer's account saying the balance was sent to MarketSphere. If memos are found, refer your customer to MarketSphere Unclaimed property for unclaimed refunds, and they will help them get a refund from T-Mobile. If memos are not found, follow the above process, Canceled account 45+ days, to help your customer.

Unclaimed property