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Grand Central: 28281682 e8w27JYr
CAT #703
Metro 1-888-863-8768 18888metro8
Espectrum: https://spectrum.alorica.com/kiosk/
Reason for Calling: Anonymous/Blind Payment
-Advised of the $3 service fee for payments-Advised will receive confirmation number in a text message.
Reason for Calling: Process Payment-Advised of $3 service fee
-Advised it can take up to 30 minutes for provisioning.
-Processed payment 50
-the confirmation number 123478596.-Offered to save card as a payment method.
-Offered to set up Autopay.-Advised of MRC and due date 50
-Advised the customer their Amazon Prime benefits will start again within 2 hours.
-Test call successful-Advised about receiving their confirmation number in a text message.
Reason for Calling: Add a feature
-Advised on details of specific features.-Educated on additional disclosures for MX and CAN UNL feature.
-Advised that 5.00 payment is due immediately for added feature.
-Advised will receive confirmation in text/offer confirmation number x_-Advised of the Next Month Bill 65.00.
-Advised of the New MRC 65.00.-Advised of the Change text message
Reason for Calling: BCR change-Advised of $5 + tax fee.
-Advised Due Immediately charges will apply 8.52.
-Advised that there will be prorated charges
-Advised of prorated charges on the account.
-Advised of their MRC, Due Date and Anniversary date-Advised bucket usage of plan and add-on features will not reset or extend.
-Advised any data top ups will remain on MDN until the account's new Anniversary Date.
-Advised of New Anniversary Date 12/30 and Bill Due Date 12/29-Advised of Change text message
-Advised of Next Bill Due Amount 60.00-Advised of MRC 60.00
Reason for Calling: Change Account Name
-Advised CID will update within 72 hours. Account Name is immediate.
-Advised of Change text message
Reason for Calling: Swap Device-Advised it may take up to 30 minutes for provisioning.
-Waived device change fee.-Advised the call may drop during device swap.
-Advised the customer to power cycle the phones.-Test call successful.-Test call failed. Advised of up to 30 minutes of provisioning. Advised to call back if issue is not resolved at 18888metro8 or dial 611 from Metro by T-Mobile handset.
-Advised of new MRC 50.00 and of plan/feature changes.-Advised of Next Month Bill 55.00 and plan/feature changes.-Advised of Change text message
-Advised of provisioning.
reason: ESN change
resolution:
-Advised that since we are speaking on the device the call may be disconnected once the change is complete.
-Advised if they have insurance they won't be able to process the claim once the change is made.
-Unlocked BYOD
-Waived the activation fee
-Advised to power cycle the phone.
-Test call successful.
-Advised of provisioning.
-Advised of change text message
-Advised it may take up to 30 minutes for provisioning.
-Advised Find My iPhone must be deactivated from the old phone.
Reason for Calling: Swap Device
-Advised it may take up to 30 minutes for provisioning.
-Waived device change fee.
-Advised the call may drop during device swap.
-Advised the customer to power cycle the phones.
-Test call successful.
-Test call failed. Advised of up to 30 minutes of provisioning. Advised to call back if issue is not resolved at 18888metro8 or dial 611 from Metro by T-Mobile handset.
-Advised of new MRC 50.00 and of plan/feature changes.
-Advised of Next Month Bill 55.00 and plan/feature changes.
-Advised of Change text message
-Advised of provisioning.
Reason for Calling: Change rate plan
-Advised of Gain Amazon Prime
-Advised of loss of Amazon Prime
-Advised of features in the new plan MX & CAN Unlimited
-Advised of Data/ Hot Spot with the new plan 15GB
-Advised of promotional plan and that they may not be able to get it back once changed in the new plan.
-Advised of 30 minute provisioning.
-Advised of their current Data usage on the old plan. 3.5GB
-Advised of any prorated charges.
-Advised that if moving to the $50 plan or the $60 plan, they will need to follow the steps in the link within the SMS that they receive when they move to one of the featured plans.
-Advised of Next Month Bill $60.00.
-Advised of change text message.
-Advised of the prorated charges $8.00.
-Advise of new MRC $60.00
Reason for Calling: Cancel Entire Account
-Advised they are paid up until (Anniversary Date 15/10) and recommended they wait until the end of the billing cycle to make changes. They will forfeit the balance on the account for the remaining days. No partial refunds or credits will be given per our terms and conditions.
-Transferred call to CAT.
-Advised loss of MDN.
-Advised PHP would be lost and would not be able to be reactivated on that device.
-Advised 1st month bill X_ is due if services are reactivated.
-Advised of $15 plus tax activation fee.
-Advised if plan is promotional or grandfather it may be lost and not able to get it back.
-Advised paid up until ( 15/10 ) and advised customer will lose services for the remaining days left on the account
-Advised there are no partial refunds given per terms and conditions.
-Advised their account has been canceled.
Reason for Calling: Move subscriber to an existing account
-Advised the first months bill will be due immediately + 3 payment fee.
-Verified the customer is aware of the Terms and Conditions of service
-Advised customer they are paid up until (Anniversary Date ) and recommended they wait until the end of the billing cycle to make changes. They will forfeit the balance on the account for the remaining days. No partial refunds or credits will be given per our terms and conditions.
-Advised loss of family plan or promotional plan for remaining lines.
-Advised of Due Immediately
-Advised of MRC and Due date
-Advised of change text message
-Advised of Due Immediately, new MRC, new Cycle Date and Payment Date
-Advised of Change text message
-Advised the Customer to make a test call on their device.
-Advised of 30 minute provisioning.
Reason for Calling: Move subscriber to a new account
-Advised not able to move a single line account to a new single line account.
-Advised of 30 minute provisioning.
-Verified customer is aware of the Terms and Conditions of service
-Advised first months bill will be due immediately + $3 payment fee.
-Advised loss of family plan.
-Advised of New Due Immediately .
-Advised of New MRC
-Advised of New Amount Due by with the account move
-Advised of the change text message
-Advised they are paid up until (Anniversary Date ) and recommended they wait until the end of the billing cycle to make changes. They will forfeit the balance on the account for the remaining days. No partial refunds or credits will be given per our terms and conditions.
-Advised not able to move a single line account to a new single-line account.
-Offered to update Caller ID on the new account.
-Advised of New Anniversary Date and Bill Due Date
-Advised of MRC
-Advised of Due Immediately
-Advised of Change text message
-Advised to make a test call.
Reason for Calling: Change/Update SIM Card
-Advised of Next Month Bill .
-Advised of New MRC .
-Advised of 30 minute Provisioning.
-Advised of change text message
Reason for Calling: Enroll/Update AutoPay
-Advised that Auto pay will pull payment up to 2 days prior to due date.
-Advised if changes made today will create a due immediately amount, autopay will collect payment today.
-Advised changes to the account status may remove autopay.
-Advised to contact us if any changes are made to their credit card.
-Advised of MRC and due date
Reason for Calling: Cancel a line
-Advised of loss of MDN.
-Advised PHP will be lost and would not be able to be reactivated on this device.
-Advised of $15 reactivation fee and 1st month bill is due immediately.
-Advised if plan is promotional or grandfathered it may be lost and not able to get it back.
-Advised auto pay will be canceled for this line.
-Advised customer paid up until ( ) and advised customer will lose services for the remaining days left on the subscriber
-Advised there are no partial refunds given per terms and conditions.
-Advised of changes to the remaining lines .
-Advised the customer of any new reminders.
-Advised of the new amount due
-Advised of MRC and due date
-Advised of change SMS
Reason for Calling: Change MDN
-Advised of $15 + Tax Fee Due Immediately
-Advised loss of MDN
-Advised that phone numbers are recycled.
-Advised call may be disconnected.
-Advised Fee will need to be paid immediately to prevent service interruption.
-Advised the New phone number will be sent in a text message.
-Advised they can dial #686# to retrieve the new number.
-Test Call
-Advised of the $15 + Taxes+$3 payment fee due immediately for MDN change.
-Advised of Provisioning
-Advised VM Password will not change
-Advised of Change SMS
-Advised of Payment SMS
Reason for Calling: Create New Account
-Advised that first month bill, $15 activation fee and $3 payment processing fee plus taxes are due Immediately.
-Verified the customer is aware of the Terms and Conditions of service.
-Advised It may take up to 30 minutes for provisioning.
-Advised reactivation's are not eligible for PHP. Advised PHP can be added up to seven days after the activation date.
-Advised of Payment date and Anniversary date 08/25/2019 Cycle Day: 26.
-Advised of MRC and Due Immediately $30.00 $47.33.
-Advised of MDN (408) 561-8181.
-Advised their temporary VM password will be the last 4 digits of their new number.
-Advised to make a test call on their device.
-Advised they will receive a welcome SMS
Reason for Calling: Requested Suspension/Restore
-Advised still responsible for the MRC if line is suspended
-Advised of 30 minute provisioning.
-Advised their line has been suspended or restored.
Reason for Calling: Remove a feature
-Advised of 30 minute provisioning.
-feature removed
-Advised of loss of feature
-Advised of next month bill
-Advised of MRC .
-Advised of Change SMS.
Reason for Calling: Add a new line
-Advised that first month bill, $15 activation fee and $3 payment processing fee plus taxes are due Immediately. Advised Due Immediately
-Advised of the Anniversary Date and Due date .
-Advised call may disconnect and the payment for the total plan+services is needed today of the services may be interrupted.
-Advised Provisioning may take up to 30 minutes.
-Advised the customer to dial #06# to display the IMEI.
-Process payment +$3 payment processing fee.
-Customer is not speaking on the device
-Advised to make a test call on their device.
-Test call sucessful
-Tested data failed
-Tested data successful
-Enter New MRC .
-Advised of the Next Bill Due Date and Amount .
-Advised of Change SMS.
-Advised of 30 minutes for Provisioning.
Reason for Calling: Unlock Code Request
-Unlocked Device IMEI
-Checked Device History. Device: Active/Not Active
-Unlocked phone through unlock tool
-Unlocked Device Through Unlock App
Data Troubleshooting
-Check to See if the Customer is on an "Unhotline"
-Customer has power cycled the phone recently
-Customer Is the Speaking on the Device
-Verify the customer is in Metro by T-Mobile coverage area.
-View Data Meter.
-Verify IMEI and SIM card match in EDGE. Customer must provide IMEI and SIM card from the phone.
-WiFi off, Data On
-Reset Network Settings
-adv cx to power cycle the phone
-adv cx of 30min provisioning
