Line / Service Promotional Credit Issue Handling

Use probing questions, locate promo requirements in Magenta Pulse, and perform a visual audit of the customer's account to determine eligibility and potential enrollment issues.

Use this section to resolve free line and rate plan credit issues for customers. 

If customers didn’t add the necessary lines during the promotional period, they are not qualified, and under no circumstance should you enroll this customer. 

1. Ask probing questions to determine why the customer was not enrolled in their free line or service promotion.
2. Search for the Magenta Pulse page of the promo that the customer is trying to participate in. 
   Best Practice: Use the Promo Finder in the Promotions space to find the customer's potential promo. Customer must meet all promotional requirements to be enrolled.
3. Perform a visual account audit to determine eligibility and potential enrollment issues. Important items to check can be found under 'Understand the Issue.'
4. Check for prorated or partial credits. Promotional service credits will be prorated when a line(s) MRC is prorated due to an account change (AAL, Suspension, Cancelation, etc.).
5. Review Atlas and Samson to see if the customer has any account alerts or denial memos for their service promo.
6. If there's no enrollment memo on the account, check the account again to determine why the customer wasn't initially qualified. 
   Note: Check for moved or canceled lines or product changes.
7. Follow the appropriate escalation path for your role. Important: Escalating issues does not qualify the customer for a promotion; it is used only to provide a solution to missing credits. When escalating to your direct leadership, provide them with the following information:
   • Customer's BAN
   • Impacted MSISDN
   • Promotion Name
   • Promotion Page ID or URL
   • Rate Plan the customer is on
   • Data feature or Upsell SOC (if applicable)
   • Are there any known issues listed on this page regarding this escalation?
   • Any other information available (Make sure to provide a thorough explanation of the customers scenario and impact)
8. Set a follow-up to check the account after two full bill cycles have closed. Follow-up is required to ensure the customer's concern has been resolved.

Use this section to solve customer concerns with missing port-in credits. Port-in credits provide customers with a credit on their account when they complete a port-in under specific promotional requirements. These credits may be one-time or recurring. 

If customers didn’t add the necessary lines during the promotional period, they are not qualified, and under no circumstance should you enroll this. 

1. Ask probing questions to determine why the customer was not provided their port-in credit promotion.
2. Locate the Magenta Pulse page of the promo the customer is trying to participate in. 
   Best Practice: Use the Promo Finder in the Promotions space to locate the customer’s potential promo. Customer must meet all promotional requirements to be enrolled.
3. Review Atlas and Samson to see if the customer has any account alerts or denial memos for their promo. Important items to check during visual account audit can be found under 'Understand the Issue.'
4. If there’s no enrollment memo on the account, check the account again to determine why the customer wasn't initially qualified. If the customer did not meet the promotional requirements, educate the customer about why they are not eligible.
5. If the customer did not meet the promotional enrollment due to T-Mobile error, confirm if they are still within the promotional period to qualify.
6. If you are unable to enroll the customer in the promotion, work with your direct leader and find the best solution for the customer. Follow the appropriate escalation path for your role. Important: Escalating issues does not qualify the customer for a promotion; it is used only to provide a solution to missing credits. When escalating to your direct leadership, provide them with the following information:
   • Customer's BAN
     
   • Impacted MSISDN
   • Promotion Name
   • Promotion Page ID or URL
   • What is needed (Make sure to provide a thorough explanation of the customers scenario and impact)
   • Adjustment amount if a credit is due
7. Set a follow-up to check the account after two full bill cycles have closed. Follow-up is required to ensure the customer's concern has been resolved.

Frontline: Review the following process for specific promotional escalation handling. 

Escalation

1. Verify the customer is eligible for the promo and meets all the promo requirements.
2. Check the System Issues or the specific promo content to verify if there are any system issues. Follow the steps if an issue has been identified.
3. Work with your leadership to enroll the customer in the promotion. 
   Important: Never apply discount credits for service promos against MRC charges in the Billed Charges screen, as this impacts discount applications. For denials on promos using rebate-style submission, refer to the Rebate denials section on Rebates support.
4. Respond back to your direct report with the resolution and ensure they follow up with the customer.
5. If you're unable to enroll a customer who should have qualified for a service promotion discount, work with your Coach or above to follow Free/discounted line promo escalations.
   
   Retail: Per Complaints, forms, & tickets, you must contact the RSL for assistance with this request type.