Executive Response Team account support

Executive Response Team (ERT) investigates and resolves properly escalated accounts and complaints brought to T-Mobile executives, Better Business Bureau, Federal Communications Commission, attorneys, Attorney Generals, federal and state regulatory agencies, media, and Internet agencies. Never refer escalated customers to ERT, unless stated in Special Instructions.

ERT support

  • Accounts working with ERT  will have memos from the ERT team.
  • ERT specialists provide customers with their direct phone number and email address when assigned a case.
  • For threats of violence from customers, see Call center emergencies.
  • For harassment or excessive/repeat callers, see Harassing and excessive calls.

Follow the appropriate steps below to assist customers who are working with ERT:

  1. Review account memos in Atlas or Samson to confirm if customer is still working with ERT.
    • Memos state ERT has closed the customer’s case and resolved their issue, handle as normal and assist the customer.
    • Memos state ERT is actively working with the customer, or their case has not been resolved, advise the customer to review their email and/or voice messages and contact their assigned specialist directly.
  2. Verify home number in Atlas or Samson is correct, then memo account with customer's name and concern.

  • Accounts marked as written correspondence or revoked access will have special instructions created by Executive Response.
  • Written correspondence prohibits a customer from calling into Care, using chat through Messaging, or emailing. All transactions must be in writing to the physical mailing address below.
  • Revoked account access also prohibits customers from contacting T-Mobile, but they also may not enter T-Mobile stores or offices.

Follow the below steps for account handling:

  1. Inform the customer that you're unable to assist and that they must write Customer Correspondence or visit a retail store for assistance.
  2. Provide appropriate ERT mailing address listed below, then give customers the opportunity to end the call first.
  3. After giving a warning that you'll need to end the call, go ahead and end the call.
  4. Report to your manager referring to Excessive Caller Escalation Support: Managers for appropriate escalation steps

If Specialist instructions indicate the account was terminated by Executive Response follow the below:

  1. Don't reconnect the account under any circumstances.
  2. Inform that you're unable to assist and that they must write Customer Correspondence for assistance.
  3. Provide appropriate ERT mailing address below (US or Puerto Rico), and then end the call.

Puerto Rico ACR support

  1. Review special Instructions prior to assisting customers. If noted in Special Instructions, customers may be referred to PR ECR.
  2. Once PR ECR memos the account, all collection activity and account changes are suspended.

Customers raising service or account-related objections are considered to have initiated a complaint against T-Mobile (by law and applicable regulations). Puerto Rico ECR doesn't consider complaints on first glance, but as a review of previous determination. For requests to file formal complaints:

  1. Inform customers to submit a letter with their concerns and requested solution.
  2. Provide appropriate ECR mailing address below (Puerto Rico).

  1. Don't make any major changes (including credits) to accounts while Puerto Rico ECR is investigating. Inform that they'll be contacted by PR ECR.
  2. Verify Altas or Samson's home contact number is correct, then memo account with customer's name and concern.
  3. Don't provide PR ECR email. Ask your Coach to email PuertoRicoECR@T-Mobile.com with caller's first and last name, contact number, and concern.

  1. Advise that appeals against T-Mobile's PR ECR determination must be filed to the PR Telecommunications Board within 30 days of T-Mobile's response.
  2. Hand-written or typed petitions with customers' name, address, signature, T-Mobile's name, relevant facts, known applicable legal provisions, and their requested solution must be mailed to both addresses below. Telecommunications Board reviews T-Mobile's determination only on appeals within 45 days.

    Junta Reglamentadora de Telecomunicaciones de Puerto Rico

    500 Ave. Roberto H. Todd (Parada 18-Santurce)

    San Juan, Puerto Rico 00907-3981

Mailing address and fax number

Service level is 20 business days for mail. Excludes weekends and holidays.

US customers

T-Mobile Wireless

PO Box 37380

Albuquerque, NM 87176-7380

Puerto Rico Customers

T-Mobile Executive Customer Relations

PO Box 191957

San Juan, PR 00919-1957

Fax number

855-849-0501