Active Duty Military account support

• Customers on ADM status have their postpaid accounts auto-updated every month to reflect accurate ADM status. This is dependent on information provided by the Department of Defense – Defense Enrollment Eligibility Reporting System.
• ADM status is only available to the BRP but applies to all lines on the BAN.
  • If the Active Duty Military person is not the BRP and they want ERR exceptions follow, Account escalations.
  • To get the ADM status a COR is needed.
• View status in Atlas, Tapestry, and Samson.
• ADM status won't see accelerated EIP charges for cancellations. Associate Managers: Review Upgrade and EIP escalations for instructions to assist customers with ADM indicators who request to have their EIP charges accelerated.
• ADM accounts aren't exempt from the Regulatory Programs & Telco Recovery Fee.
• Ask your Associate Manager for Military account escalations support when issues occur with the military verification process.

• Payment support fee
• Early Termination Fee (ETF)
• Collection agency fees

Active duty military are exempt from ERR, so they should have the ADM indicator added to their account to avoid ERR treatment. The status can be viewed in Samson (shown as ADM). For more information, see Extreme Roamer Reduction (ERR) support.

Before canceling, offer these options:

For deployment overseas

1. Make sure customers have a handset capable of working in the country.
   1. Go to T-Mobile.com and enter their destination to Check rates & coverage .
   2. On the next page which shows the rates for that country, scroll down a little and enter their device name to Check compatibility.
2. Check if customers can use their service in the country they'll be located.
3. If roaming is available, confirm WorldClass Roaming SOCs are on their account. If not, follow roaming permission steps.
4. Discuss text messaging as an alternative to international calling.

For moves to another T-Mobile service area

1. Check if customers are moving to another T-Mobile coverage area using Check Coverage in Atlas.
2. If so, discuss completing a market transfer.

For moves to outside of T-Mobile coverage areas

Discuss benefits of a military suspension until they return. There's no monthly fee and numbers can still be transferred to other providers.

Additional things to know

• Service members receiving military orders to relocate for at least 90 days to a location not supporting service for their existing wireless service contract may terminate the service contract without penalty.
• Service members are obligated to pay a service balance that's due and unpaid at the time of termination of wireless service.
• Service-only accounts can be written off and sent to collection treatment. However, certain fees and charges won’t be assessed (check above for exempt fees).

To cancel service

• See Cancellations for Military cancellation policy and process. 
• Future date cancellation to end of bill cycle. If the ADM customer has a valid reason for same day cancellation (Example: immediate deployment, etc), engage leadership to approve the same day cancel and override the cancel date.

• The EIP balance for service members is allowed to bill out for the remainder of the 24 months. Once fully billed out, the account can be sent for collection treatment. However, certain fees and charges are not assessed as noted above.
• The SCRA’s 6% interest rate benefit applies to all types of pre-service debts, financial obligations, and liabilities. This means creditors are required to reduce interest rates on loans or retail installment contracts made BEFORE active duty commences. This doesn't apply to T-Mobile, because the company does not apply an interest rate on EIPs.

In 2006, Congress passed the Military Lending Act which helps protect the following groups of people engaged in consumer credit transactions:

• Active-duty military personnel
• Active National Guard personnel
• Reserve personnel
• as well as their dependents

For more information, read the T-Mobile Military Lending Act (MLA) policy , which outlines our compliance with the requirements of the MLA.

To comply with MLA requirements, T-Mobile has updated our EIP Agreements (September 24, 2016) to include these MLA disclosures:

MAPR disclosure

There is a 36% annual percentage rate cap on credit transactions subject to MLA. This rate is referred to as the Military Annual Percentage Rate (MAPR). This doesn't apply to T-Mobile, because we don't charge interest.

Toll-free number

The toll-free number 1-844-279-9461 was created and included in the EIP agreement to provide covered borrowers oral disclosure of the MAPR model language and a general payment obligation disclosure.

No arbitration

T-Mobile can't require a covered borrower to waive the right to legal recourse, submit to arbitration in the case of a dispute, or give unreasonable notice as a condition for legal action. T-Mobile complies by including a clause in the EIP agreement that limits the application of the Dispute and Arbitration provision to only non-covered borrowers.

Sample EIP language

Protections for Service Members and their families: Federal law provides important protections to members of the armed forces and their dependents relating to extensions of consumer credit. In general, the cost of consumer credit to a member of the armed forces and his or her dependent (a "Covered Buyer") may not exceed an annual percentage rate of 36 percent. This rate must include, as applicable to the credit transaction or account: The costs associated with credit insurance premiums, fees for ancillary products sold in connection with the credit transaction, any application fee charged (other than certain application fees for specified credit transactions or accounts), and any participation fee charged (other than certain participation fees for a credit card account).

You're a "Covered Buyer" if, at the time of establishing this EIP, you're an active duty servicemember, an active National Guard, or Reserve duty member, or you're a qualifying dependent of that member.

Oral disclosure: If you're a Covered Buyer, you may obtain information about this EIP, including information about the payment obligation, by calling us at 1-844-279-9461.

• Magenta Military
• Military verification
• Magenta Military
• Regulatory Compliance Procedures
• Suspend or restore accounts