Verification: 55+ plans

Customers must be 55 years old or older to qualify for a 55+ plan. Employees should ensure the Date of Birth (DOB) in Samson is an eligible date. 

 

Eligibility

Three people in front of a wall with the T-Mobile logo.
  • Eligible
    • U.S. and Puerto Rico (SJP) customers who are 55 or older
    • Must be the Billing Responsible Party (BRP) 
  • Not eligible: Customers who are younger than 55

Acceptable documentation

  • Customers can verify their age by providing appropriate documentation during the activation process:
    • A government issued photo ID that displays the date of birth.
    • A verified date during the credit check process. 
  • The Billing Responsible Party (BRP) must be 55 years old or older.

Verification

The 55+ plans are not available to customers unless their date of birth (DOB) on their accounts is 55 or older. This is system enforced and the DOB must be validated on the BAN Profile tab in Samson prior to activating or changing to these plans. 

  • Proceed with activating or changing the plan if customers complete verification in store with acceptable documentation.
  • Advise customers to visit a retail store to show their government issued ID if they state the current date of birth (DOB) on their account is not correct. 
  • Educate customers about other, standard plans and their benefits if visual verification cannot be completed and offer a plan that meets their needs. 
  • Update the date of birth (DOB) on accounts to the correct date if you see a DOB that ends in 1900 or 1901. 

 

Verification process

New customers can dial 1-800-T-Mobile (Virtual Retail) or visit a local retail store for age verification and activation.

 
  1. Verify the date of birth (DOB) of the BRP using their photo ID.
  2. Review the date of birth of the BRP listed on the account.  
  3. Add a memo to the customers account stating: "The customer came into store and provided verification that they are 55+“.
  4. Contact the RSL IVR and verbally provide DOB.
    • RSL will send a OTP (One-Time Pin) to customers. The OTP authentication cannot be bypassed when updating the DOB.
    • RSL will update the DOB.

 

 
  1. Verify the mobile expert.
  2. Confirm the BRP is present in the store to verify the account.
  3. Review the account memos that indicate the customer's age has been verified as 55 or older. 
  4. Ensure the government issued photo ID has been verified. 
  5. Send a One-Time-Pin (OTP) to the BRP. The OTP authentication cannot be bypassed when updating the DOB.
  6. Update the date of birth on the BAN Profile tab in Samosn once the PIN is verified and memo the account.

 

 
  1. Review the BAN Profile tab in Samson to determine the date of birth listed (if available).
  2. Confirm with the BRP it is accurate and check their age.
  3. Advise customers to visit a T-Mobile retail store if a date of birth is not available in Samson or if it needs to be udated. 
  4. Inform customers who are completing a change of responsiblity (COR) that the credit check process is sufficient to verify their age and if their age qualifies with the credit check, they do not need to visit a T-Mobile store. 
 
  1. Follow your normal activation process.
  2. Confirm the age provided meets the requirements, and activate customers on a 55+ plan. They do not need to visit a retail store to verify their age. 
  3. Refer customers to a retail location if they are existing customers who want to change to a 55+ plan during an AAL scenario, and they state their date of birth is not correct. 

Verification status

 
  1. Review the BAN Profile tab in Samson to determine the date of birth listed (if available) if customers ask if they are eligible. 
    • If customers are 55 or older, they are eligible for a 55+ plan. 
    • If customers are younger than 55, they are not eligible for a 55+ plan. 
  2. Advise customers to visit a T-Mobile retail store if a date of birth is not available in Samson or if they state it is not correct and needs to be udated. 
  3. Inform customers they can complete a change of responsiblity if someone else on the account is 55 years old or older and they want to update the responsiblity for the account. 

Troubleshooting

  • Always right-fit customers with a current plan, explain the benefits, and check for any available promotions if customers do not qualify for a 55+ plan. 
  • Inform customers they can get a 55+ plan once they meet the eligibility requirements and provide acceptable documentation.
  • Partner with your leadership to determine the best solution for customers if needed.
  • Advise customers to visit a T-Mobile store with a government issued ID if they do not have a date of birth listed in Samson or if the date of birth ends in 1900 or 1901.