A WOAR form may be submitted when a customer disagrees with balance owed and only when an alternative resolution is not identified in the table below.
Use this page to identify and support write-off accounts.
Write-off accounts
Write-off accounts
The last step in T-Mobile’s attempt to collect unpaid charges is to write-off (WO) the account and assign it to an Outside Collection Agency (OCA).
- The account has WO (Non-Payment) in the account type field.
- Write-off memos will be found in the account.
- Write-off timing will vary for every customer as there is no set timeline for collection treatment. Each account is treated on an individual basis.
- If the account is canceled but not yet written off:
- Do not provide customers with an estimated timeframe for write-off.
- Encourage your customer to make payment for unpaid charges as soon as possible to avoid the account being written off.
- If the account is written off with a BKO code, go to Bankruptcy support.
- If the account is a Business account, go to Write-off accounts support: Business Care.
- If a customer is disputing a write off balance, you must properly verify the account. Follow account verification (or use bypass options).
- Review the bills and explain the charges to the customer. Open the bill image in Samson to see all charges as the bill charges screen is unavailable on all write off accounts.
- TESA Doc Retrieval, usage summary, payment arrangements and general account maintenance are unavailable on a WO account.
- If the customer requests a copy of invoices, direct them to the OCA.
- If suspicious activity is detected or customer claims fraud, see “unverified caller requests account information” in Fraud call scenarios or Claims of Fraud below.
- Never admit fault on behalf of T-Mobile, verbally or in account memos.
- Never promise adjustments, pulling an account from collections, or amending a credit report on a WO account.
- WO accounts can’t be resumed or removed from write-off. Customers who have paid in full or settled their balance in full (SIFA) on a write-off account and want to re-activate with T-Mobile can apply for service as a new T-Mobile customer after 30 days.
- Write-off accounts more than 90-100 days (depending on bill cycle period) with an unpaid balance can still reapply for T-Mobile service with a new account following the normal application process.
- Write-off accounts less than 90-100 days (depending on bill cycle period) with an unpaid balance can reapply for service, but if no line allocation or ECL allocation is shown, then that indicates the BANs are linked and unable to complete activation until the write-off exceeds 90-100 days or the account is settled in full. Do not file a BAN unlinking ticket.
If a non-T-Mobile customer has been contacted by a collection agency or is questioning details regarding a written-off account with T-Mobile follow the below steps for assistance filing a Digital Fraud Dispute packet with T-Mobile’s Fraud Management team.
- Refer customers to the Protect your T-Mobile account from fraud on T-Mobile.com Support for the Digital Fraud Dispute packet. Let the customer know they will need:
- A photocopy of their ID
- A copy of the police report filed for the ID theft
- Victims in the state of California can submit an ID Theft Report from the Federal Trade Commission in lieu of a police report.
- Victims in the state of California can submit an ID Theft Report from the Federal Trade Commission in lieu of a police report.
- Must name T-Mobile in the description
- Include any suspects of the alleged fraud
- If unable to access the content on Support.com, refer the customer to a collection agency for a Collection Dispute Form, which customers must complete and mail to T-Mobile for investigation. If not already assigned to a Collection agency, file a Fraud routing form.
- Let customers know Fraud Management investigates disputes within 30 days of receipt (10 days for California residents) and can't process investigations, release information, or make assessments without a completed dispute form and police report.
- The contact information for the agency is available on the customer’s credit report or located on their T- Mobile account within the collection screen in the Assigned To field.
- Do not contact the collection agency directly for any reason or make promises about disputes.
- A Collection Fee is calculated and applied to the account balance by T-Mobile before being placed with a third-party collection agency. Multiple factors are considered to determine whether an account is eligible to have a collection fee applied.
- A collection fee cannot be waived by a third-party collection agency or T-Mobile. However, certain account adjustments may cause the collection fee to be reduced in whole or in part (For example: address changes, crediting a portion of the write-off balance).
Collection fee adjustments (never manually adjust the OCAFEE)
- If the written off balance is adjusted, the Collection Fee will be adjusted systematically within 3 days from the date of the adjustment.
- Charge Level Adjustments: No individual should adjust the Collection Fee (OCAFEE) directly, in whole or in part.
- BAN Level Adjustments: When performing a BAN level adjustment, the total adjustment amount should never be for the full balance of the account if there is an OCAFEE on the account.
- Example: Current balance of write off is reflecting $120.
- Written-off portion of balance is $100.
- OCAFEE portion of balance is $20.
- Total BAN level adjustment should never be more than current outstanding balance less the OCAFEE.
- $100 is the maximum adjustment amount that can be applied to the account in this example.
- Example: Current balance of write off is reflecting $120.
- T-Mobile does not report directly to the credit agencies and does not update credit reporting for customers.
- Customers should be instructed to contact the assigned Outside Collection Agency directly.
- Accounts assigned to the collection agency Jefferson Capital are not viewable in Samson. After entering the account number in Samson, this message displays: “This account requires assistance from Jefferson Capital LLC. Please have the customer contact them directly at 1-800-281-2793.”
- Do not take payments on the customer’s behalf if the account is assigned to Jefferson Capital. Customer must be referred to contact Jefferson Capital for all questions, disputes, or inquiries related to the account.
- If Care or Retail accidentally makes a payment into an account assigned to Jefferson Capital, the payment will show as backed out (BCK code) with an MDS Pymt reason code.
- Memos are posted to the account:
- Memo type: Payment Back Out
- Memo type: Payment Ops Team
- T-Mobile will reverse the payment in order to send the funds to Jefferson Capital.
- Memos are posted to the account:
- Never promise adjustments, pulling an account from collections, or amending a credit report on a WO account.
- WOAR forms submitted for these reasons will be denied.
- Never negotiate a lesser payment amount to settle the balance for the customer. T-Mobile does not do settlement offers and customers should be directed to the OCA assigned to the account if they have indicated that they received a settlement offer.
- You can accept payments on a write-off account at the customer's request.
- Payments made to T-Mobile are reported to the collection agency within two business days. Partial payments are acceptable.
- Exception: We cannot accept payments on accounts assigned to the OCA Jefferson Capital. Refer the customer back to Jefferson Capital for all inquiries.
- Payments made to the collection agency take three business days to show in Samson.
- WO accounts can’t be resumed or removed from write-off. Customers who have paid in full or settled their balance in full (SIFA) on a write-off account and want to re-activate with T-Mobile can apply for service as a new T-Mobile customer after 30 days.
- Accounts older than 90 days with an unpaid balance can still reapply for T-Mobile service with a new account.
- A Settled in Full (SIFA) account will show a remaining balance for historical reference, it doesn't mean the customer still owes that amount.
- Atlas
- Samson Collections Screen
- A Settle in Full (SIFA) account can take up to 45 days to be reflected in the collection screen in Samson.
- Once account reflects SIFA in Samson, the customer can reapply for T-Mobile services.
- Review MSISDN Maintenance request.
- To see if an account is Settled in Full (SIFA) and eligible for a device unlock:
- In Samson, open the Collection Screen.
- Review the " Assigned to agency" field and confirm it states Settled in Full (SIFA)
3. Follow Mobile Device Unlock requests.
Customers will receive a settlement letter from the assigned collection agency. If the customer requests written confirmation, refer them back to the agency on file.
Before submitting a WOAR form
If the WOAR form is submitted within policy, the OCA Support Team will review the account and respond with either a debt validation or any applicable credits.
Scenario |
Key details | Submit WOAR? | Suggested resolution |
|---|---|---|---|
| Accounts assigned to collections agency Jefferson Capital | Disputes for accounts assigned to Jefferson Capital must be referred to Jefferson Capital. | Never | Refer customer to Jefferson Capital. |
Deceased customer & account is assigned to Deceased Credit Management (DCM) | These assigned accounts were formally assigned to OCA and closed for write-off, but now are being assigned to Deceased Credit Management (DCM) agency. Majority of accounts assigned for deceased BRP collections are handled through attorneys or estate representatives. No changes in handling active accounts with a deceased BRP. | Never | If a survivor or BRP does contact Care, always show empathy and offer condolences. Refer customer to assigned agency. |
| Deceased customer & account is not assigned to Deceased Credit Management (DCM) | A form should only be submitted to request the collection agency to be updated to VST if a surviving family member (Authorized User) has reached out to report BRP deceased. | Yes | Specify the collection agency needs to be updated to VST. |
Account Restoration Request | Once the account is written off then it cannot be reversed or restored. | Never | If T-Mobile errors occurred, a new BAN will need to be created. Send to your Team Manager if you need help. |
Accounts processed for Bankruptcy | OCA team is not authorized to make any changes on accounts processed and canceled/Written Off for Bankruptcy | Never | |
Bill Reprint Request |
| Never | Escalate to your Team Manager to email the PDF to the customer. |
Cease Collections |
| Never | Refer customer to assigned agency. |
Credit Report Dispute |
| Never | Refer customer to assigned agency. |
Duplicate Dispute Request |
| Only if new information is provided related to customer dispute | If necessary, submit a WOAR form as "Escalation" Request Type. See the WOAR Form Request Type definitions in the File a WOAR form section of this page. |
EIP Transfer Request |
| Never | If T-Mobile error, initial escalation review should be sent to your Team Manager to review and confirm T-Mobile error. Team Managers may reach out to the Collections CEM for assistance. |
Equipment Unlock Request |
| Never | See the SIFA section of this page. |
Equipment/Coverage Device Return kit | OCA team cannot provide return kit to customer to return their devices. | Never | Non-Return Fee (NRF) research |
Fraud (Accounts Closed as Fraud) | OCA team cannot make any changes on accounts canceled or written off as Fraud. | Never | |
Fraud Claims | If customer claims the account was opened fraudulently or there were fraudulent activities on the account, either direct customer T-Mobile's Digital Fraud Dispute Packet or refer customer to contact assigned collection agency to obtain physical copy of Fraud Dispute Packet. | Never | See the Claims of Fraud section of this page. |
| NRF for HINT | Care follow Non-Return Fee (NRF) research to determine if charges are valid. | Never | Send the initial escalation review to your Team Manager to confirm invalid charges. Team Managers, reach out to the Collections CEM for assistance. |
Open Accounts | If the account submitted within WOAR form is not Written-off, it will be rejected as "Invalid" with no review. | Never | If the account is open, ensure the correct WO BAN was entered when creating WOAR form. |
Prepaid Account | OCA Support doesn't have ability to review Prepaid accounts, nor should Prepaid account be sent to Post Write-off collections. | Never | WOAR only supports Postpaid. |
| VST is agency |
| Never | If T-Mobile errors occurred, initial escalation review should be sent to your Team Manager. Team Managers may reach out to the Collections CEM for assistance. |
File a WOAR form
Any request filed outside of policy will be closed as filed in error and sent back to leadership for coaching and customer follow-up.
- If a Write Off Account Research form is filed in error and closed by support teams, you must contact your customer back to resolve the dispute.
- Once a Write Off Account Research review is complete, a detailed memo will be left on the customer’s account with the outcome. Any account changes will be reported directly to the OCA for updating.
Steps
- Access and verify the customer’s account in Atlas.
- Open Toolbox > Tools tab > Forms under the Troubleshooting section.
- Under Enter Service Type, scroll down to the Write Off Account Research form in the drop-down box.
- Verify the Customer Information tab has accurate information.
- If there is no IMEI, enter all 9s.
- Default Market selection to Albuquerque NM.
- Ask the customer for a Valid Contact Number to be reached at, if needed.
- You must include the Write-off Date found in the memos or collection history. (Default time to 12:00 a.m.)
- Select Yes or No if the customer has previously contacted the assigned Collection Agency.
- Select the proper "Request Type" from the drop-down box.
Request Type
- Agency: The customer says they have a complaint about being mistreated by the collections agency.
- Balance Dispute: After explaining the charges to your customer and they continue to dispute the balance. Give all details of items being disputed and why they are being disputed in the form. Don't issue an adjustment. Support teams will review and apply any necessary adjustments.
- Equipment: The customer is disputing equipment charges or returned equipment. Give all available details for dates of equipment return or payments.
- Escalations (Supervisors only): A previous Write Off Account Research form was filed and the customer's issue was not addressed, no information was received back, and it is past the standard time frame, or the ticket is being filed as an exception to one of the above scenarios.
- No Install/Buyer’s Remorse
- Payments: The customer says they made a payment to T-Mobile or the collections agency, it has been more than three business days, and the payment is not reflected on their account.
- Puerto Rico: Dispute
- Describe all details that will help the review of the account.
- Click Submit.
- Memo the account that a Write Off Account Research form has been filed with a detailed description of why. The form will be worked in seven business days.
- Set a follow-up in the account for 7-business days, to verify the dispute has been worked by support teams.
- If the request is worked no further action is needed. Close the follow-up.
- If the request is closed due to filed in error you must contact your customer back to resolve the dispute, support teams will not contact them in these cases.
- Tell your customer you will follow up and contact them in 7 business days.
Find WOAR form status
- Access and verify the customer’s account in Atlas.
- Open Toolbox > Tools tab > Forms under the Troubleshooting section.
- Select Check Status of Form Request > scroll down> Write Off Account Research.
- Enter the form number. (If the form number is not available, select Advanced Search. Enter the customer’s BAN and select Closed - Invalid.)
- Click Search.
- Double-click the ticket number you wish to review.