Change of Responsibility (COR) Potential customer: BC

Use these steps to assist potential customers with taking over a line via a Change of Responsibility (COR) on a business account. A COR is a change in billing responsibility from one person or business to another person or business.

No Move Authorization when potential customer calls

  • If the account has clear documentation (per policy) that the Billing Responsible Party (BRP) authorized the COR and the Sub Authorized memo is on the account, but the One Time PIN (OTP) wasn't validated, have your coach use Bypass to complete the Move Authorization so the line can be moved to the potential customer.
  • If the BRP verified the OTP and released the line but the Move Authorization hasn't been completed, your coach can use Bypass to complete the Move Authorization so you can then follow Take over the line to complete the COR.
    Note: For business accounts, move authorizations in Samson don’t always show a green checkmark. Ensure you verify the Sub Authorized system memo on the account as you may not need to engage a supervisor.

Take over the line

The account releasing the line doesn't need to be current to complete the COR if the account is being handled by EGC or has special payment terms. Accounts not handled by EGC can’t complete a COR until the past due balance is paid.

  1. Verify the account the line is moving to with the customer accepting responsibility.
  2. Confirm the existing customer completed all three authorization requirements within 30 days: a COR memo was created, an OTP was sent and verified, and a move authorization was completed.
    • Use the Sort & filter memos section on View memos: Atlas or help with filtering memos on large accounts.
    • If there's no COR memo, tell the potential customer that the existing customer must call in to authorize the process.
    • Tell the customer an One Time PIN needs to be sent if they have an existing account to be able to receive the line.
  3. Read the accepting the line script below verbatim to the customer:
    (Insert Potential Customer Name), to complete this change of responsibility, you must be at least 18 years old (or 21 years old in Puerto Rico) and pass a credit check. Once transferred, the line cannot be returned to the previous owner unless a new change of responsibility is initiated. By taking responsibility of the existing line, you must agree to a service agreement, and a credit check and deposit may be required. The line's existing rate plan, features, and discounts may not be available to you. Eligibility will depend on the qualifications and restrictions of the plan, feature, or discount. It may take up to one week before you can register the line on My T-Mobile.
  4. Tell the customer about necessary advisements, use Things to tell the customer section.
  5. Determine if the customer already had an account created or if they need one created.
    • If they have an existing or newly created account, check if there's line availability to add another line based on their credit. If there is, go to step 7. If there isn't, go to step 6.
    • If they are moving to a CL account and haven't established a new account, refer them to their sales rep or a retail store to do so before the COR can be done. Don't transfer to Virtual Retail
    • CREs, Coaches, and Team Managers should not run credit on potential customers - You may transfer to Activations if customers want to set up new accounts at that time.
  6. If the customer exceeds their approved line limit and a deposit is required, tell them the deposit amount, read the accepting the line with a deposit script, and ask them for payment.
    • Accepting the line with a deposit script: In order to complete the change of responsibility to your account, you will be required to pay a deposit that can range from (insert Rate Plan Only Deposit Amount) to (insert Regular Deposit Amount). Are you ok with making payment with me today to get this Change of Responsibility completed?
    • If the customer isn't able or willing to make an immediate payment for the deposit, you can't proceed with the COR. Note the account.
  7. If the customer accepts responsibility:
    1. Send an OTP. If the OTP can't be received, refer to Business & Government account verification: BC/TEX (Offline Validation section).
    2. Move the line to the new BAN.
    3. Memo the account with the COR memo code and acceptance scripting.
  8. If the customer has a Device Protection feature, delete and re-add the feature to make sure it works properly.    

Things to tell your customers

Don't temp double the potential customer’s ECL. If the potential customer doesn't have sufficient ECL and the EIP is transferred, they'll be billed out for the full cost of the device.

Required DisclosureSuggested Verbiage & Actions

 Changing Plan Type

  • Contracts are retained on the potential customer's account when changing between other contract plans or to no-contract plans.
  • Accounts with an Extended Payment Schedule can't have their lines moved.

 Coverage device

  • If you have a Cellspot Wi-Fi Router or Signal Booster (RS1, RS2, or RS3), it doesn't transfer with the Change of Responsibility.
  • You must return it in working condition to avoid a non-return fee.
  • If you have a Signal Booster on your account, you must send it back with the return kit that's automatically sent to you.
  • Place a new Signal Booster order for the new customer.

 EIP

  • You may be eligible to transfer your Equipment Installment Plan balance one time to another account.
    • Eligibility is determined by the credit worthiness of the potential customer assuming responsibility of the line.
    • Equipment Installment Plan balances can only be transferred to the account the mobile number with the Equipment Installment Plan has been transferred to.
  • Balance transfers can occur on an active Equipment Installment Plan or within 60 days from the date the Equipment Installment Plan is closed.
  • See EIP transfer balances overview for more information on the EIP balance transfer process.
  • For accounts with an unpaid Equipment Installment Plan balance, the balance is charged in full on the final bill if the account is canceled.
  • If the account remains open, the Equipment Installment Plan continues. You remain responsible for all charges associated with the Equipment Installment Plan per the terms and conditions of the Equipment Installment Plan agreement.
  • Capture the customer's email address for later use.

 Retired plans and services

Retired plans and services are removed when the change is made.

 My T-Mobile / DIGITS

  • It can take up to seven days for permissions within My T-Mobile and the DIGITS portal to transfer to the new owner.
  • During this time, the previous owner can continue to access the account on My T-Mobile and the DIGITS portal.

 Promotions

Check for promotional credits to see if the customer is going to lose them.

 Voicemail

  • Voicemails can be deleted from the device and T-Mobile network. We recommend saving any important messages before completing this change.
  • Voicemail doesn't automatically reset. Provide the customer with self-help options. See: Voicemail: call & manage settings
T-Mobile Money
  • If you switch your individual T-Mobile account to a business account, you’ll no longer be able to access your T-Mobile Money account in the T-Life app.
  • To continue managing your Money account, sign in at the T-Mobile Money website: https://www.t-mobile.com/cards/money