Credit & adjustment support

1. Review the account memos:
   • Did they already contact T-Mobile about this?
   • Was there a previous promise?
   • Was there a change on the account that led to the charge? If so, did the customer make the change through self-service?
2. Check if the charge is billed or unbilled. Check previous bill history to see if they’ve been charged previously.  
3. Review adjustment history & pending credits to see if the charge has already been adjusted.
4. Check follows ups to confirm there’s not a follow up to handle the adjustment.
5. Check if they are still within the dispute period. If outside the dispute period, research the root cause of the charge and work with your leadership if you feel the situation warrants a Courtesy credits.
6. Use the adjustment index to identify the appropriate process.

Previous promises are a promise made to a customer by a rep to resolve an issue, but the promise isn't fulfilled during the original call or scheduled follow up.

Use these steps if you receive a call where a customer says they were promised an adjustment.

1. Review account memos and adjustment history to figure out if a rep previously offered the customer an adjustment or credit that was not fulfilled.
   • If an adjustment for the situation was applied to the customer's account, give the date and amount.
   • If an adjustment for the situation was promised but not applied, you must fulfill the promise by either applying a credit or adjustment using the correct code.
   • If after completing research and no documentation of a promised credit is located, educate the customer that no credit will be provided and do not proceed any further.
   • If the customer is calling about a previous adjustment promise that has no end date or time limitation in the memo: 1.) Work with your leadership to determine a reasonable end date to the adjustment and communicate the end date to your customer.  2.) Memo the account with the agreement and end date.
2. Memo the account with the following:
   • Offer details and whether the customer accepted or declined the offer.
3. Apply the credit or adjustment following standard processes and using one of the following codes:
   • T-Mobile Error: Use the original adjustment code based on the issue.
   • Retail Previous Promises: Refer to Sales courtesy credits.
   • Care Previous Promises: Refer to Care courtesy credits.

TFB: See Large adjustments TFB TEX & Dedicated Experts: CCM

Consumer:

• Large adjustments are credits that exceed your site Director's limit and require special handling.
• Most Directors have a $50,000-adjustment limit and Senior Managers have a $25,000- adjustment limit.
• The employee working with the account completes the credits.
• Leadership must approve adjustments in Samson within 24 hours.

Issuing a large adjustment

1. Apply the adjustment to your customer's account. Amounts should never be broken up unless they are for separate issues.
2. Engage your leadership to review the adjustment for accuracy and approval.
3. Educate your customer on adjustment balance impacts if credit is approved.

Leadership

1. Validate the adjustment amount and code are correct, and adjustment is needed to resolve the issue. 
2. Leadership is to approve the adjustment within 24 hours.
3. Tell the customer that the credit will hit the account in 2-5 business days.
4. CCM/Director/Service Partner Manager or above: Follow Large adjustments: TFB & Dedicated Experts to complete large adjustment review.

Adjustment abuse can occur when a customer repeatedly requests credits for valid charges or if they ask for excessive credit amounts. Use these steps to help identify adjustment abusers.

1. Before considering if the request is adjustment abuse, research if a credit or adjustment is necessary based on the situation.
2. Use the following as guidelines if adjustment abuse, fraud, or customer harassment is suspected.
   • Adjustment abuse occurs when a customer is continuously requesting credit for valid charges.
   • Adjustment fraud may occur when the customer has requested or received excessive credits, such as a $300 credit for a restore fee.
   • Harassment around credits and adjustments occurs when the customer asks for a different answer from multiple representatives but does not offer new information that would change the earlier decision(s).
3. Review account memos for previous adjustment requests.  
4. Consider the following if you are unable to find memos specifically detailing adjustment abuse:
   • Adjustment history (recent and long-term)
   • Total number of Goodwill credits
   • Payment vs. adjustment ratio
   • Date of last adjustment
   • Number of calls requesting credits
   • Payment history
   • Payment arrangement history
   • Account tenure
5. Advise your customer the credit or adjustment is not warranted based on the results of your account research, repeated calls regarding unwarranted credits will not change our decision and may result in immediate cancellation of their service with T-Mobile per our terms and conditions.
   • If your answer is accepted, note the following in the account: Credit for [insert reason] was denied. Informed customer that repeated calls regarding unwarranted credits will not change our decision and may result in immediate cancellation of their service with T-Mobile per our terms and conditions.
   • If your answer is not accepted, the customer is escalated and continues to insist on a credit or adjustment, transfer the call to your next tier of leadership for help. Leadership review Excessive Caller Escalation Support: Associate Managers for support.

Escalations

1. Properly memo the account with the following if your interaction decided a credit or adjustment was not warranted: Credit for (insert reason) was denied. Informed customer that repeated calls regarding unwarranted credits will not change our decision and may result in immediate cancellation of their service with T-Mobile per our terms and conditions.
2. File an escalation intake to have the account reviewed for adjustment abuse and include the following information.
   • Reason for review (adjustment abuse, harassment, repeated requests for the same issue)
   • Account number
   • Account name
   • Caller's name, if different from subscriber
   • Caller's relationship to subscriber
   • Date of last incident
3. ERT/Legal will review the account within five business days and complete any further actions as considered necessary.

• Associate Managers can't modify an account if Fraud Management suspends or cancels it.
• If an adjustment requiring approval or reversal is on the account prior to Fraud Management intervening, it remains in pending status.
• Associate Managers must request to approve / reverse a pending adjustment on Fraud Management canceled accounts.
• Fraud Management only reverses adjustments on canceled accounts because suspended accounts still have a high likelihood to restore service.

  Request updates from Fraud Management

1. Create a new email to Fraud Management.
2. Enter Pending adjustment request in the subject line.
3. Include the following information in the body of the email:
   • Reason for request: Approval or reversal of an adjustment
   • BAN
   • Adjustment amount or follow-up code
   • Date of adjustment
4. Fraud Management will process the request within 48 hours and memo the account appropriately.