Missing, misapplied, & unauthorized payments

• Federal Accounts: Missing Payments are directed to the FSE and EGC analyst
• Non-Federal Accounts: If the Customer, before re-sending payment, requests T-Mobile to sign an affidavit stating their check was not cashed/deposited by T-Mobile:

1. Support Expert submits a Missing Payment Request Form (see section below under “Missing Payments”.
   • Check has been cashed or deposited: Include copy of the front/back of the check in the dispute
   • Check has not been cashed or deposited: Do not open a dispute. If more than 14 days have passed since the check was mailed and it remains uncashed, proceed to Step 4 only if the customer requires a completed affidavit to issue a replacement payment.
2. Payment Ops reviews the dispute and, if TMO did receive the check, applies payment to the Customer BAN.
3. If Payment Ops confirms T-Mobile did not receive check, Support Expert contacts Customer to secure items below in preparation for step 4. Check #, amount, date. If cashed/deposited, copy of the front and back of the check.
4. Support Expert emails Payment Operations. Use template below.
5. Within 2 business days, Payments Ops will work with Support Expert, advise on any necessary documentation and complete, as applicable, Customer affidavits.

From: Support Expert

To: MscPaymentOperations@t-mobile.com

Cc: Derek Brooks

Subject: Missing Check Confirmation – BAN# - Business Name - Check #

Body: Explain to Payment Ops what you are trying to resolve and include:

BAN # and Business Name

Check #, amount and date

Details of the result of the Missing Payment Dispute

If check was cashed/deposited: copy of front and back of the check.

1. Confirm with your customer the payment has cleared their financial institution.
   • If the payment cleared more than one business day ago and has not posted to their T-Mobile account, go to step 2.
   • ACH/electronic check payments: Do not continue to submit a Missing Payment request form for attempted ACH/electronic check payments. These do not show in the BAN, because we have not received the funds from the financial institution. Refer them back to their financial institution to help them research the attempted payment issue. 
2. Access the Toolbox, and in the Billing and payments section, click Payment and refund lookup.
3. Enter information to help you locate the payment transaction. If you cannot locate the transaction, see Submit a Missing Payment Request form below.
4. If the payment cannot be located by the payments team, the customer might receive a SMS with a link to upload proof of transaction documentation to help resolve the issue.
   • Customers select Postpaid under account type when filling out the form.
   • Remove or black out any sensitive information, such as full SSN, account numbers or Tax ID number.
   • For in-store payments, they must provide a copy of the receipt with their account information.
5. Attempt to collect any past due delinquent amount not covered by the missing payment.
6. Restore the account, if suspended, using Customer Request (CR) reason code to waive any restore fees.
7. Set a collection hold using PYDISP to avoid service interruption during investigation.
   • SCNC/NCC accounts are not eligible. The payment must be replaced while being researched.
   • Customers who have had 2 or more collection holds for missing payments on the account in the last 6 months are not eligible.

1. Confirm a Missing Payment request form has not already been submitted. If they have more than one missing payment, you must file a separate request for each missing payment.
   1. In Altas Toolbox, from the Troubleshooting section, select Forms.
   2. Click the Check status of Forms request tab.
   3. Select service type Cash App.
   4. Enter a form number (if known) or click Show Advance Search.
   5. Click Open to display open forms that have already been submitted.
   6. If a form is not found for the missing payment, continue to step 2.
2. Select Forms request tab.
3. Enter service type Cash App.
4. In the Customer Information section, select the Market. 
5. In the Cash App section, select Issue Description: Missing Payment Request.
6. Select the Payment Method. (For TFB ACH payments, select Check.)
7. Enter the payment Amount.
8. In EIP Payment, select Yes or No if the payment was for an EIP Payment
   • If yes add "EIP unscheduled balance payment and EIP Plan ID XXXXX" where payment was supposed to post to the notes section at the bottom of the form.
9. Select the Date and Time the payment was made.
10. Select the Payment Channel where the payment was made.
    • For TFB ACH payments, select Lock Box and enter ACH payment in the Comments section.
11. Enter the applicable information for the payment (last 4 of the credit card or account number, paper check number, receipt confirmation #).
12. Click Submit.
13. Advise the customer the request will be researched within 1 business day.
    • If the payment is found, it will be added to the account.
    • If the payment cannot be located, proof of documentation must be uploaded within 3 days or the request will be closed.
      Note: Customers can still submit proof of transaction, and it will be research and resolved by POET even after the form is closed. Do not submit a new form in Atlas. Advise the customer to submit the proof of transaction.
      
    • Collection holds will be removed. A detailed memo will be added on the account, and a text message will send to the customer saying the request has been closed. 

1. In Altas Toolbox, from the Troubleshooting section, select Forms.
2. Select the Check status of Forms request tab.
3. For Service type, select Cash App
4. Enter the Form # or click Show Advance Search.
5. Click on Open to verify if there are any open forms. If not, review the Status section and select all the options to confirm if there was a form already created for the missing payment issue.
6. Click Search.
7. Review details of the form if one was already processed or under review. If applicable, review account memo’s that were added by Payment Operations and provide an update to the customer.
   • Assigned Status: Advise the customer to allow 24 hours for research.
   • Pending Status:  Advise the customer their request is being reviewed and they will receive a status within 24 hours.
   • Closed Status: Review account memo’s for resolution or additional information from the missing payment team.
8. If a Missing Payment Review memo states Status: Documentation needed ask the customer if they uploaded proof of payment:
   • If yes, ask when they completed the Missing Payment information form and compare to the timeframe the Missing Payment Review was added to memos. If within 24 hours advise customer to wait 24 hours for a resolution.
   • If not, tell them to check their SMS for the link to send proof of transaction documentation to the Missing Payment Information form.
   • If they do not have the link, send a new Missing Payment information web form SMS from the Atlas Messaging tool.
9. Advise the customer the request will be researched.
   • The customer will receive a text from our payment team within 3 business days. If documentation is not received the request is closed.
   • Collection holds will be removed. A detailed memo will be added on the account, and a text message will sent to the customer saying the request has been closed.

When a payment is missing, our payment team asks for supporting documentation to help find the payment.

• Documentation must be received within 4 business days or the request will be closed.
• If the form was closed due to not receiving documentation, the customer should submit proof of transaction and POET will process the request. Do not submit a new Missing Payment Form. POET processes the closed form upon receiving and reviewing proof of transaction.

1. Use the table below to tell your customer what documents need to be uploaded to our secure Missing Payment Information Form to research their request.
   • Use Atlas Messaging to send the "missing payment" SMS link to the customer.
   • Remind the customer to select Postpaid as the account type when submitting documents.
   • Note: This web form is for proof of payment document collection only. New missing payment requests must still be filed in Atlas by submitting a form under Troubleshooting > Forms.
   • Do not fill out this form on behalf of the customer, because documents must be uploaded providing proof of payment. Provide this link to the customer:
     • English: t-mo.co/PayMissing1
     • Spanish: t-mo.co/PayMissing2
       
2. Tell them they must remove or black out any sensitive information, such as full SSN, account numbers, or Tax ID number.
3. Let them know we need them to send:
   • Customer's full name
   • First 6 and last 4 digits of the credit card or last 4 of bank account number used to make the payment
   • Last 4 digits of SSN
   • Mobile number
4. Once proof of transaction is received, the request will be resolved within 3 business days.

Do not follow this process for customers who have sent in documentation and we have not received it, or if they lost receipt/documentation.

1. Make sure the customer is accessing the correct link sent to them in SMS from Payment Operations. Form link: Missing Payment Information Form. 
   • English: t-mo.co/PayMissing1
   • Spanish: t-mo.co/PayMissing2
2. They can immediately submit Proof of transaction documentation to the Missing Payment Information Form. If they do not have the link, send a new Missing Payment information web form SMS from the Atlas Messaging tool.
   • Use Atlas Messaging to send the "missing payment" SMS link to the customer.
   • Remind the customer to select Postpaid as the account type when submitting documents.
   • Note: This web form is for proof of payment document collection only. New missing payment requests must still be filed in Atlas by submitting a form under Troubleshooting > Forms.
3. Tell the customer to select Postpaid under the Account Type section of the Missing Payment Information Form.
4. If the customer reports an error message, it may be due to them not filling out the form fields correctly. The customer needs to read the message because it will advise what needs to be corrected on the form field.
5. If the customer states the error message appears when they are uploading documentation, ask the customer to send in a screenshot of the error message.
   • You cannot escalate the issue without the customer providing a screenshot of the error.
6. Get details and confirm the error message to make sure it’s not an error with filling out the form sections before escalating.
7. Engage your leadership to contact your Team Manager to file an escalation for Frontline Systems and Experience engagement ticket.
   • Please provide your leadership with the following information: BAN, customers name, and screenshot of the error customer is receiving on missing payment web form.
8. Leadership, see Payment & late fee escalations for call handling instructions to report the error message.

Accounts are under the same name and last 4 digits of the SSN/full Tax ID, or under different names and last 4 digits of SSN / Tax ID, and your customer can verify both accounts.

• Credit, debit, bank payments:
  1. Complete a payment transfer to the right account using the PYMTRN code.
  2. Explain a payment transfer will cause their account with misapplied funds to become past due and try to collect payment, if applicable.
  3. Discuss payment arrangement options if they cannot bring their account current, if applicable.
  4. Tell them impacts and potential consequences of a past due account if they still want to transfer funds. Memo the account this was advised, if applicable.
• Cash payments: Retail must resolve misapplied cash payments using the Airtime Bill Correction form.

• If the intended account and the account where the payment posted are both under different names and your customer cannot verify both accounts:
  • Credit, debit, bank payments: Handle it as a missing payment.
  • Cash payments: Retail must resolve misapplied cash payments using the Airtime Bill Correction form.
• If the account where the payment posted is unknown, handle it as a missing payment.

• If the customer made a payment to their own account that they want to remove, use Refunds support.
• If a payment deducted from the customer's bank account that they did not make and it did not post to their T-Mobile account, use Unauthorized payments below.
• If a payment posted to the customer's account that they did not make, then remove it:
  1. Complete a payment transfer to account number 828888888 using the PYMTRN code.
     • Do not transfer the credit balance or create a charge. You must transfer the unauthorized payment to the 828888888.
     • Do not submit a Missing Payment Request Forn for this issue.
     • Engage your leadership to bypass account verification if needed.
  2. Note the payment transfer reason in the account memos.
  3. Let your customer know Payment Operations will research and move the payment to the correct account or refund the payment if the information is available.

If a payment deducted from the customer's bank account or credit and posted to their T-Mobile account, submit a refund request.

1. Confirm with your customer the payment has cleared their financial institution for the correct amount.
2. File a Missing Payment Request, and in the notes section enter "Payment posted for incorrect amount."
3. Tell them to send proof of transaction documentation by uploading documentation to our Missing Payment Information Form. Send Missing Payment Information web form SMS from the Messging tool if the customer doesn’t have the link.
4. Let them know their request will be researched and they will receive a text from our payment team within 3 business days.

Customer states they sent proof of documentation and issue has not been resolved.

1. Review the account for Payment Operation memos.
   • If account memos explain documents were received but missing information or if we received unusable information:
     1. Review the required proof of transaction documentation with them.
     2. They can immediately submit proof of transaction documentation again by filling out the Missing Payment Information Form.
   • If the Payment Operations memo states payment was returned unpaid by the customer’s payment institution, tell them to contact their financial institution.
   • After checking the missing payment for status, if it has been more than 48 hours and there are no memos from Payment Operations, or a payment issue is still unresolved, or the form is closed, then continue to step 2.
2. Have your leadership file a Missing payment escalation form in Atlas forms.
3. The request will be researched within 1 business day.

• If there are 3 or more requests for documentation with no response resulting in a ticket being closed, do not file a new missing payment ticket or place a collection hold.
• Direct the customer to submit documentation through the Missing Payment Information Form.
• Once documentation is received, the Payment Operations Team will file a new missing payment ticket on the customer's behalf.

Accounts with 2 or more collection holds for missing payments in the last 6 months are not eligible for additional collection holds.

• The customer is misusing the missing payment process so they can have a collection hold to extend service.
• Place a Special Instructions memo indicating that the customer is not eligible for collection hold.
• Do not apply another collection hold for missing payments.

If the customer filed 6 or more missing payment tickets in the last 6 months, do not file another missing payment ticket.

• Check the following:
  • Did the customer set up payments with incorrect customer account information? If they set up monthly online bank bill payments with the wong BAN details, the payments will continue posting incorrectly.
  • Does the customer have multiple accounts under the same name? If so, check if the customer is sending payments to the wrong account.
  • Has the customer had multiple payments returned for insufficient funds or has there been a dispute? If so, check the account memos for returned payment details. The payment may have been returned and therefore is not missing. Any new ticket would be closed with no action taken.
• Do not file another missing payment ticket.