Resolve accidental number transfers: NTC3

With an accidental number transfer out of T-Mobile, the customer knows where the number ported to, it just wasn't supposed to port out. The 2 most common scenarios are the wrong number was transferred or the customer was shopping around and the carrier they were speaking to ported the number, but there may be other scenarios as well.

1. Validate this was an accidental port by asking the customer what happened so you fully understand the issue. Assure the customer you will assist them in porting the number back.
2. Ask the customer if they have any paperwork related to the accidental port out to see if they have the account number. Also ask if they remember giving a PIN to set up the new account.
3. Submit a port and check the response.
   • Confirmation is received: Complete the port.
   • Fallout is received: Call the other carrier with the customer to obtain the required information.
   • It may be necessary for the customer to visit a store for the carrier the number ported to so they can show ID to be able to obtain the required information to port back. If this is the situation, ask the customer to call us while they are at the store so we can ensure a confirmation is received when we submit the port, while they are being assisted by the OSP.

1. Complete any steps that were missed from Accidental or disputed number transfers: NTC Inbound and Accidental number transfers: NTC Casework
2. Probe and ask questions to validate this is an Unauthorized Port out and not an accidental or disputed port.
3. If needed, submit a port request, and check the response. If the port has already been submitted, check the response.
   • If the response is 6A/6D contact the OSP over phone and request, they release the number.
   • If any other response, or the OSP cannot assist over the phone, continue to next step.
4. If a courtesy number has not yet activated for the customer, offer to activate a new number for the customer so they have service while we work to have their returned.
5. Advise the customer we will need to send an email to the NSP and work with them to have the number returned. Do Not Promise the number will be returned as we cannot guarantee how the other carrier will respond. 
6. Gain permission to send a screenshot showing ownership and tenure of the number. Note: The memos must include the full names of the people you speak with and whether or not permission was given. 
   • Speaking to the End User: Advise we need to speak to the account owner for permission to work to have the number returned.
     • Ask which number on the account belongs to the BRP and make a contact attempt. (note: We can only attempt to call numbers active on the account. We cannot call a number that is not found on the customer’s account).
       • Contact Attempt is successful, Explain the reason for your call and gain permission to send a screenshot showing ownership and tenure of the number.
       • Contact Attempt is unsuccessful, leave a Voicemail explaining the reason for your call and ask the customer to call us back if they’d like the number returned. 
       • Explain to the end user that we need to speak to the account holder before we can take any action. Ask him to have the account holder call us back to start the process of trying to retrieve the number. 
   • Speaking to the Authorized User: Advise we need to speak to the account owner for permission to take a screenshot showing proof of ownership and tenure.
     • Ask which number on the account belongs to the BRP and make a contact attempt. (note: We can only attempt to call numbers active on the account. We cannot call a number that is not found on the customer’s account).
       • Contact Attempt is successful, Explain the reason for your call and gain permission to send a screenshot showing ownership and tenure of the number.
       • Contact Attempt is unsuccessful, leave a Voicemail explaining the reason for your call and ask the account holder to call us back to provide permission to screenshot showing proof of ownership and tenure. 
       • Explain to the AU that you were not successful in reaching the account holder but that you will still send an email to the NSP to start the process of trying to have the number returned. Ask the AU to have the BRP call us back to give permission to send a screenshot with proof of ownership and tenure. Send an email from the disputedport@t-mobilesupport.com mailbox advising of the unauthorized port out and ask to have the number returned. 
   • Speaking to the BRP: Ask permission to take a screenshot showing proof of ownership and tenure
     • Permission is given – take the screenshot and create the email to send to the NSP. Send the email from the disputedport@t-mobilesupport.com mailbox advising of the unauthorized port out and ask to have the number returned. Include in your signature “This information is being provided with the consent of the account holder and solely to validate that the account is a T-Mobile account for porting purposes and shall not be used for any other purpose or shared with any party other than the intended recipient.”
     • Assure the customer you will contact them once we receive a response back from the other carrier, or after 24hrs. Whichever comes first.
7. If a response from the other carrier is not received after 24hrs, send a follow-up email from the same email chain asking for an update. If still no response after an additional 24hrs, send an email to your leadership team asking for assistance escalating the issue. 

Port-In Research steps: Number is with T-Mobile

When corresponding with OSPs regarding unauthorized number transfers to T-Mobile, do not apologize. Do not admit fault. Instead, give this acknowledgement: It is unfortunate that your customer has reported their number ported without authorization.

Verify the number status:

• Number is cancelled:
  • Do not attempt to call the customer.
  • Activate the number on the business dummy account. 
  • Advise the old carrier to submit a port and provide the account number and PIN needed, so the port out will be confirmed. Advise the OSP we keep the number active for 7 days to allow time to port the number back.
  • Check the number after 4 days to see if the port out has completed.
    • Port out completed: Issue is resolved.
    • Port out submitted but not completed: The carrier has 30 days from the confirmation date to complete the port.
    • Port out not submitted: Send a follow-up email to the OSP advising we do not yet see the port out has been submitted. Remind them they have 3 more days to submit the port before we cancel the number. If a port has not been submitted by the eighth (8th) day, cancel the number, and send a final email advising the number is cancelled and we are closing the case. 
• Number is active or suspended:
  • Follow next steps.

Review the documentation and find if tenure with the previous carrier is over 3 months. (OSP sends proof of ownership/police report.)

Look for obvious indications that this is a fraudulent or accidental port.

• Wireline port: Does the information on the port in Samson match the information in the CSR found on the LSR (name, address, etc.)?
• What do the memos show? Multiple port in and out? Wrong number requested, etc.
• Check billed/unbilled call history to see who they are calling (just banks and credit card companies)?
  • If clear indicator of fraudulent porting: Release the number.
  • If no clear indicator of fraud:
    • Review the email received from the other carrier. Is an explantion included as to why they are asking for this number after so much time (example: the customer has been out of the country and just found out their number ported upon their return).
      • No explanation provided, replay back to the other carrier advising the number ported in to T-Mobile (provide how long, i.e. 3 months ago, a year ago, etc.) and as such cannot be considered an unauthorized port and we will not be able to release the number to them.
      • If an explanation was provided, or they reply and include an explanation that is valid, make a contact attempt to the customer to get their side of the story. 
        • Example. This is Angie calling from the T-Mobile Number Center about the number you ported in back in January. We received a complaint from AT&T that their customer is claiming this number ported while they were out of the country and that they did not authorize the port. I'm calling to verify if you are the number owner and to see if you know why this complaint is being made. 
          • How the customer responds will determine how the request is handled. 
          • Note: If you are unsure if the number should be returned based on your conversation with the customer. Reach out to the leadership team for assistance.
        • If the customer is not reached, leave a VM explaining the issue.
          • Hi. This is (your first name) from T-Mobile's Tier 3 porting team. We have received a complaint from AT&T advising that (porting number) was ported without authorization. Please call us back at 877-525-5833 and ask to be transferred to Tier 3 to discuss this matter with us. 
          • Attempt to call the customer for 4 consecutive days, with each call being at a different time of day. Morning, Early Afternoon, Late Afternoon/Early evening, Late Evening. 
            • Reply to the other carrier that we are attempting to reach our customer and will send them an update once we have had a chance to speak with them.
            • If contact attempts to reach the customer are unsuccessful, reach out to the leadership team to decide whether the number will be released.

In any situation where we have advised the other service provider that we will not release the number to them and the OSP demands that we still release the number (even though we have found the port to be valid), send the request to NumberingandPortabilityOperations@T-Mobile.com and Jesse.Ochoa@T-Mobile.com. Include Tara Pinson and Tyler Rorvig-Rieksts on the CC line.

• With the number being cancelled, there’s no need to reach out to a customer. Follow the steps below.
• Activate the number on the Business Dummy Account.
• Advise the old carrier to submit a port and provide the account number and PIN needed so the port-out will be confirmed. Advise the OSP we will keep the number active for 7 days to allow them time to port the number back.
• Check the number after 4 days to see if the port out has been completed.
  • Port out completed: issue is resolved.
  • Port out submitted but not completed: The carrier has 30 days from the confirmation date to complete the port, as per normal port processing.
  • Port out not submitted: Send a follow-up email to the OSP advising we do not yet see the port out has been submitted and remind them they have 3 more days to submit the port before we will cancel the number.
  • If a port has not been submitted by the eighth (8th) day, cancel the number, and send a final email advising the number is cancelled and we are closing the case.

• Send requests to return a number from a local / federal government agency (police department, military, etc.) or a school to NumberingandPortabilityOperations@T-Mobile.com and Jesse.Ochoa@T-Mobile.com.
  • Subject line: Govt Account Unauthorized Port | xxx-xxx-xxxx
  • Mark the email High Importance.
  • CC line: Add Tara Pinson and Tyler Rorvig-Rieksts
• Police reports and billing statements are not required in this case.

Unauthorized Port_Best Practices attachment.pdf