Change of Responsibility (COR) - Potential customer

Use these steps to assist potential customers take over a line in a Change of Responsibility (COR) for individual postpaid accounts.

  • Extreme Roamer Reduction accounts are ineligible.
  • Both accounts must be current to complete the process. OTP and COR memos required for all CORS.
  • If you are assisting a Government Support Expert, you CANNOT verify memos. They only need assistance with running credit on the customer, they will finish the call and complete the COR.
  • If the customer states they are a survivor of domestic abuse and are seeking assistance separating their personal use line from their abuser, follow the SCA process: Protected customer separations for domestic abuse survivors. This process allows separation without consent from the Primary Account Holder.
    • Survivor will need to submit a request to separate their line(s) and for individuals in the care of the survivor. An Attestation form must be completed/submitted along with any applicable supporting documentation as outlined on the Attestation form. A dedicated team will reach out to the customer within two business days. Any action to separate line(s) from the account will be conducted by this team.

 

Take over line

  1. Confirm the existing customer has completed all three authorization requirements within 30 days.
    • Business/Government accounts may have only one memo that covers multiple lines impacted by the COR−check if the line you're working on is in the COR memo.
    • Government Support Expert (GSE) may call for assistance with running credit and creating a tentative BAN. If a GSE calls, only verify the agent, you will NOT be able to view/verify memos. Assist Expert with running credit and provide the tentative BAN number, GSE will complete the BAN to BAN move.
    • The Retail Team can't leave a COR memo on behalf of the customer. Care must create the memo and note that the customer heard and acknowledged the script.
  • COR memo was created. If there is no clear documentation or Sub Authorized memo on the account: Advise the potential customer that the existing customer must call in to authorize the COR process. See Change of Responsibility (COR) - Existing customer.
  • One Time PIN (OTP) was sent and verified. If the Customer Agreement is on the account but the OTP was not validated:
    1. Make an outbound call to the BRP. See Outbound calls.
      Important: If the BRP is not reached on the first attempt, advise the potential customer to have the BRP contact T-Mobile to complete authorization.
    2. Advise the BRP they must complete a one-time PIN before you do the Move Authorization.
    3. If the BRP consents to completing a one-time PIN, get bypass of verification from your Associate Manager. Do not ask them for their passcode.
    4. Complete one-time PIN verification.
  • Move authorization was completed. If the BRP has verified the One-Time PIN and released the line but the Move Authorization has not been completed, have your Associate Manager use Bypass to complete the Move Authorization. 
  • Note: For business accounts, move authorizations in Samson don’t always show a green checkmark. Ensure you verify the Sub Authorized system memo on the account as you may not need to engage a supervisor.

2. Confirm you are speaking with the Billing Responsible Party (BRP) for the new account if the customer is creating a new account. Customers moving to an existing account, confirm you are speaking with the BRP or Authorized User of the existing account where the line will be moved.

3. Send a one-time PIN from the Verification screen, only if the potential customer has an existing BAN. New T-Mobile customers are not required to receive a one-time PIN.

4. Confirm that the BAN isn't canceled, involuntarily suspended, past due, on an extended payment schedule, has an active HPP, or other payment arrangement. Exceptions: Business and government accounts and accounts where the BRP is deceased are exempt from this rule for all COR processes unless suspended involuntarily or canceled.

5. Confirm customer isn't calling from the line being moved. If so, try to continue on a landline or different mobile number, as the call may drop.

6. Read only the disclosures that apply to your potential customer. It isn't necessary to read all disclosures if they're not applicable. For Spanish speaking customers, use Spanish selection for translating this document to Spanish.

7. Copy the Customer Agreement script and save as a Memo in the customer’s account using the COR Memo code. If script is read in Spanish, copy English script to memos and include 'Delivered in Spanish.'

Read Required disclosures at bottom of page first (Including: Home Internet CORs only)

  • Classic Rate Plan
  • Equipment Installment Plan
  • Promotions

Customer agreement, see bottom of page

8. Verify the customer does not have an existing account, use the customer's SSN to check Samson or Atlas. If the customer does not have an SSN, refer the customer to a Retail Store or Virtual Retail to activate prepaid service.

Customers with an existing account see

New Individual accounts

  1. Verify that the customer wants to activate a new postpaid account, which will require a credit check. If not, refer the customer to a Retail Store or Virtual Retail to activate prepaid service.
  2. Advise the customer that you will be conferencing in a third party to run credit to complete the change of responsibility.
  3. Conference in the customer and work with a Associate Manager or Customer Care Manager (CCM) to have credit run. Do not request to have credit run or activate an account on behalf of the customer, the customer must be on the line. See Change of Responsibility: Associate Manager & CCM. If no Associate Manager or CCM is available, transfer the call to Activations.
    Exceptions:
    • Casework Teams: Transfer all potential customers to Activations.
    • Loyalty Teams: Complete the steps in Change of Responsibility: Associate Manager & CCM.
    • Business Care: Transfer all potential customers to Activations.
    • Messaging teams: Transfer the call to Activations.
    • Global Care teams: Utilize your Associate Manager or CCM.
    • Spanish speaking customers: Spanish speaking customers not part of a Spanish community should be transferred to Spanish Activations.
    • Customer who speaks a language other than English or Spanish: Transfer the call to Activations.
    • Employee Accounts: Transfer the call to Activations.
    • Customers who have a credit reference number, transfer the call to Activations.

9. Once credit has been completed and a BAN has been created the Associate Manager or CCM will drop from the call. Note: If a manual review is required you will disconnect and the Associate Manager or CCM will complete the call.

10. Verify the billing address on the account is correct, update if needed.

11. See BAN to BAN move: Samson to move the line to the new BAN.

12. Follow these steps if the customer wishes to transfer the EIP

  1. Determine if they qualify. Use EIP transfer balances to determine and follow if they do.
  2. Work with your Associate Manager to bypass verification on the original account. See Bypass Handling.

13. If the customer had a Device Protection feature on the existing account, ensure it’s added to their new account. Important: The customer only has 30 days to add this feature after the new line is created.

14. If the line(s) were moved to an existing account, set up the PAH on the account. (It is a known issue that the PAH is removed when lines are moved to an existing account)

15. If the line moved is a Home Internet line, a return order may be created upon cancelation. The return order must be canceled to prevent a non-return fee from being charged.  

  1. Use the Atlas Order Lookup Tool to look up the return order. 
    • If a return order is not found, a return was not generated, and the account will not be charged a non-return fee. No further action needed.  
  2. Click the Cancel Return Order button. This will stop all return notifications as well as prevent any non-return fee for the equipment. 

16. Ask the customer if they want to add any Authorized Users to the account. See Add or remove Authorized Users.

17. Review the account and ensure all plans and features are correct and the customer is right fitted. See New customer onboarding.

Disclosures and customer agreement

By taking responsibility of the existing line(s), you must agree to be bound by T-Mobile’s Terms and Conditions of Service, including the dispute resolution provisions.

You will also have to undergo a credit check and deposit may be required.

The existing rate plan, features, and discounts applied to the line(s) currently may not be available to you. Eligibility will depend on the qualifications and restrictions of the plan, feature, or discount.

COR cannot be completed until after any pending rebates- such as "Keep and Switch" or "Carrier Freedom" have paid out to the customer. Completion of the COR process before rebate payout will result in ineligibility to receive rebate funds..

Service promotions are not transferrable during a COR, not even for deceased customer COR.

It may take up to one week before you can register the line(s) on My T-Mobile.

Your voicemail box may be deleted, and all old messages may be lost, so make sure to save voicemails you want to keep.

The new account must have sufficient equipment credit limit to transfer any existing EIPs.

If you switch your individual T-Mobile account to a business account, you’ll no longer be able to access your T-Mobile Money account in the T-Life app. To continue managing your Money account, sign in at the T-Mobile Money website: https://www.t-mobile.com/cards/money.

Home Internet CORs only (Read above disclosures first)

You are accepting responsibility for returning the device to T-Mobile if you cancel your service in the future. Non-return fees will be assessed to your account if the device is not returned within 45 days of cancelation.

The device is only approved to be used at the address for which the current customer was approved. We cannot guarantee service at a non-approved address. If the device will be used at a different address, the new address must be checked for eligibility. See Address Changes: Home Internet.

Make sure to reset your T-Mobile Gateway and download the Home Internet app to setup your network name and setup a password to protect your home network.

Fiber CORs only (Read above disclosures first)

Confirm that the account meets the plan eligibility criteria for the Fiber rate plan

You are accepting responsibility for returning the equipment to T-Mobile if you cancel your service in the future.

The Fiber line can only be used at the address for which the current customer was approved.

If the customer has a VoIP OR $0 HSI To Fiber Backup line, it must be moved to the same account as the Fiber line. 

Failure to move the VoIP line may result in the line being cancelled. VoIP cannot be on a standalone BAN without Fiber.

If the customer chooses not to move the $0 HSI plan to the new BAN, it must be converted to a paid plan or cancelled.

Classic Rate Plan

Handset upgrade tenure remains with the line after being migrated to the new account. [For Simple Choice family plans] you may be charged a migration fee to transfer a line on a Classic rate plan to your Simple Choice family plan.

Equipment Installment Plan

The Equipment Installment Plan, or EIP, associated with the line(s) you are receiving into your account can only be transferred to qualifying accounts within 60 days of the COR date.

  • New Accounts: Advise customers that eligibility cannot be determined until after the new BAN is created and credit is run.
  • Existing Accounts: See Balance transfers: EIP to check if the customer is eligible to transfer the EIP balance.
  • Magenta Complete Accounts: Advise customers that they are limited to one EIP change of ownership for the life of the account.

Note: EIPs are not eligible to be transferred within the first 90 days of beginning financing, see Balance transfers: EIP for verification. 

Promotions

Recurring Device Credit Promos (RDCs): Device promotions can transfer to a new BAN through the COR process and remain active if active/enrolled RDC is Purchase + Trade-In:

  • EIP and MSISDN are both transferred to Target BAN
  • No plan requirement or
  • Target BAN will be on eligible rate plan
  • Additionally, customer must maintain the line of service and the EIP tied to the promotion to receive the full value of the promotion. If either are closed or cancelled, the monthly promotional credits will stop.

Promotions will not transfer unless all eligibility criteria are met on the Target BAN.

Active/Enrolled RDC is Purchase + AAL/Port-In: EIP/MSISDN must move to Target BAN AND:

  • Port-In number should move in addition to COR line (unless COR line is Ported-In line)
  • AAL and COR number must move to Target BAN to maintain line count.
    Example: Promo requires purchase + trade + AAL = Source BAN has two voice lines. Target BAN would have to have both lines moved or would have to move line with promotion and then add another line to meet line count eligibility. 

 

DIGITS

If anyone else had access to your DIGITS before the COR, they will still have access. You should remove anyone who shouldn’t have access your DIGITS.

[Insert Potential Customer Name], to complete this Change Of Responsibility or COR, you must be at least 18 years old (or 21 years old in Puerto Rico) and pass a credit check. [If this is a COR initiated due to a deceased customer – STOP Here. Once transferred, the line(s) can't be returned to the previous owner unless a new COR is initiated.]

Special Accounts Agreement (ie, Employee Accounts)

[Insert Billing Name], by moving [insert last 4 of mobile number] to a discounted Special account type and continuing service, you agree to use it in accordance with the Mobile Service Discount Program and T-Mobile Terms and Conditions. [For Special-Employee account types only, read the following:] To receive your employee discount, go to My T-Mobile and select the correct line discount designation. A copy of the employee phone benefit policy can be found at T-Nation>Benefits > Employee Mobile Service Discount.

Customer no longer wants the new BAN

If customer changes their mind after credit has been run, cancel the tentative BAN:

  1. Search the tentative BAN.
  2. Click the tentative BAN to open it.
  3. Once the tentative BAN opens in CSM, navigate to the top tool bar and click ACTIONS > OPEN BAN.
  4. Choose the reason to Open the BAN as PD-Procedural.
  5. Once the BAN opens in CSM, navigate to the top tool bar and click ACTIONS > CANCEL BAN
  6. Choose No Install as the reason from the drop down.
  7. Click OK.

Line moved in Error

If a line was moved for a COR in error:

  1. If a line was moved in error, work with your Associate Manager or CCM to move the line back.
  2. These requests are not for old number back tickets, as the line needs to be moved back to the original account.