Payment information

• Payments received early or by the due date are considered on-time.
• On-time payments that are rejected by the bank and not replaced by the bill due date are considered late payments.

• All customers can access T-Life and My T-Mobile when the account balance is current, past due, or delinquent. A payment confirmation number is provided for all approved payment transactions. If payment is declined, the customer receives an on-screen declined message.
• Cancelled accounts:
  • Can view/manage AutoPay and make one-time payments on My T-Mobile.
  • Cannot view or pay their account through T-Life.
  • AutoPay processes the final payment, or the customer can pay on My T-Mobile, over the IVR, by a mailed payment, or with Care or Retail.
• T-Life payments may take up to 5 minutes to show in the app.
• Memos in Samson and Atlas show where the customer made the self-service payment.
• Payment confirmations send to customers' email listed on their BAN. The notification includes account number, payment date, payment amount, last 4 digits of payment method, and a reference number.

Pay as a guest is an unauthenticated payment option on T-Mobile.com.

• No login is required. The user enters the mobile number or BAN.
• This option is for all account statuses; canceled accounts will be required to enter a BAN.
• Business and government accounts of any size can use this option.
• Prepaid accounts cannot be accessed with this option.
• Balance due is not provided. Customers will need to log in to view balance details.
• Use Apple Pay, credit card, or debit cards to make the payment.
• The limit for each payment is $500 when using Pay as a guest.
• Customers have the option to email the payment confirmation at the time of making the payment.
• The primary account holder will receive a payment confirmation SMS notification for guest pay payments
• Home Internet customers need to know their MSISDN or BAN.
  • Past due notification emails and direct mail will include the BAN.
  • The MSISDN can be found in the Internet T-Life app.

• The online bill payer service is offered through the customer's bank or other online companies, not T-Mobile.
• The customer gives their payment information and T-Mobile account number as a reference number to the online company or bank.
• The payment is then sent to T-Mobile by paper or electronic check that posts.
• The online bill payments show as RPPS in payment history and not as a check. There are some banks using unknown third-party vendors to convert ECP online bill payments to credit card payments and these may show as IVR credit card payments. For more information, please see Online bill pay converted payments.
• Examples of online services include.
  • MyCheckFree.com
  • Bank of America Bill Payer Service
  • PayMyBill.com
  • PayTrust.com
  • BancoPopular.com
  • Wells Fargo
• Online bill payer services, that need T-Mobile's address to submit payment, tell the customer to use the payment address listed on their T-Mobile bill.

Duplicate payments submitted through My T-Mobile on the same day won't process, and customers will receive the "Whoa" page with a description of the error.

1. Review payment history for payments submitted in the last 24 hours. My T-Mobile payments that haven't yet posted are not viewable in the payment form history or CSM memos.
2. Explain that this message is received when duplicate payments are submitted within 24 hours of each other.
3. Customers who still want to submit a second payment, can change the dollar amount by at least one cent to process the transaction, or use a different payment method.

The customer may report their financial institution is holding funds on their debit or credit card. This payment authorization is an attempt to process a one-time payment or if an order is placed.

• Payment authorizations are not applied to checking or savings account payments.
• Authorization holds can be applied to credit or debit card payments tried via the IVR, Atlas, DASH, T-Mobile.com, T Life app, etc.
• Only the financial institution can help with releasing a hold, not T-Mobile.
• In most cases the bank will automatically release funds within 3 business days, this period can vary depending on each financial institution's policy.
• T-Mobile's Merchant ID is not needed and does not speed up the release of funds.
• Funds may be held including but not limited to the following reasons.
  • Multiple payments tried
  • Declined payments
  • Incorrect ZIP Code
  • Incorrect security code
  • Canceled order
• Don't file a Payment Refund form or escalated refund form in Atlas to ask for the release of funds held; the request will be declined.
• If a customer made a bill payment that posted to the account and requesting a refund, see Refunds support.
• If the customer made an error with a one-time payment, check to see if the payment is eligible to be canceled same day. See Cancel a same day payment.

• The customer must contact their financial institution if the release has not occurred after 3 business days.
• If the pending authorization was for a canceled order, if the order has duplicate payment authorizations for one order, or if it has been more than 3 business days and the Financial institutions is asking T-Mobile to release the authorization hold, escalate the request to your coach Payment escalations​.
• DO NOT send to your coach if this pending authorization is not for a canceled order, duplicate authorization, or if it has been less than 3 business days since the payment authorization was initiated on the canceled order.
  
• There is no guarantee the customer’s bank will remove the authorization hold. Most issuing banks will automatically remove holds up to 7-10 days from the initial authorization.
• Include the following details in your email to your coach:.
  • Order number
  • Customer's first and last name
  • T-Mobile account number
  • Date of transaction(s)
  • Dollar amount of the transaction(s)
  • Last 4 digits of the debit or credit card number

Customers can ask for their T-Mobile payment history up to 6 years, summarizing all payments for the year.

• Customers who want a copy of an entire bill, instead of a summary of their payments for the year, refer to Bill reprints.
• For active accounts, the previous 12 months of payment history can be obtained at My T-Mobile and T-Life.
• Customers will receive the request by email registered as their T-Mobile ID.
  • If the customer doesn't have a T-Mobile ID or requests the email be sent to a different email address, the One Time PIN process must be followed.
  • If the customer requests a paper copy, this must be specified in the request below and additional processing time will apply.
    Note: Due to CPNI payment history requests can only be sent by mail to the address on file.
• For canceled or canceled archived accounts:
• Canceled account: Follow the email process for payment history request, but the payment history will be mailed to the address we have on file. Update the address before sending the request.
• Canceled archived accounts: The payment history will be mailed to the address on file, we are unable to update the address on an archived account and send the information to a new address. The request will be denied if requesting to send to an alternate address other than what is on file.
• For write-off accounts:
  • If asking for payment history for months that are prior to the write-off date or the assigned agency is VST, follow this policy.
  • If asking for payment history for months that are after the write-off date refer the customer to the outside collection agency.
• Prepaid accounts aren't eligible to receive a payment history since they don't receive a bill.
• Customers seeking a letter showing proof of final payment, only on a canceled account, can send a request by mail.
  • Mailing address:
    T-Mobile Wireless
    PO Box 37380
    Albuquerque, NM 87176-7380

1. Complete the payment history request form: Payment History Request app:
   • Customer name
   • Email address
   • Mobile number
   • T-Mobile Account number
   • Customer preferred delivery method:
     • Customer email address
       Note: A One Time PIN must be sent and verified if the email address provided is not the T-Mobile ID. If the email is not confirmed the request will be mailed to the customers home address which will delay the response time. 
2. Confirm the current mailing address on the BAN.
3. Select dates requested
4. Click Send Request.
5. Tell your customer when they'll receive their payment history request:
   • By email, within 24 hours.
   • By mail within 7-10 business days.

Payments may be backed out for various reasons. Use the below information to help find those unique payment activity situations.

• A Payment Activities icon appears in Samson's Payments screen to show payment activity on the account after the first payment posting.
• You can use the icon color and Reason code to find the details of the payment activity.
• Payment Activities icons are either yellow, green, blue, or magenta.
• Icons are in the Act field of Samson's Payments screen.
• View Payment Activities Reason codes by double-clicking the icon on the right payment from within the 'Payments' screen in Samson.

• Customer received payment confirmation email that's not for their own account: Escalate to your Coach to assist with reporting the issue: See Payment & late fee escalations.
• Missing, misapplied, & unauthorized payments
• Failed payments & negative file
• Returned payments and credit card chargebacks
• Billing/Payment System Issues

• Debit & credit card payments
• Electronic check payments
• Mailed payments
• Returned payments and credit card charge backs
• Missing, misapplied, & unauthorized payments