VERIFICATION

What are the things you ask the customers to verify their account?

• PIN, SSN and Dog's Name

• PIN, OTP and Phone Number

• Customer's Name, PIN or OTP/SSN and Phone Number

• Account Number, Phone Number, SSN and OTP

What are the things you can do to help an Unauthorized/Unable to Verify Customers?

• Account Specific Info

• No need to verify, you can bypass the verification

• General Information with the use of Probing Questions to help resolve the reason for calling

• No help at all since verification is required

TRUE or FALSE: Customers can verify their accounts using Fingerprint.

• TRUE

• FALSE

• OR

• NOT SURE, MAYBE

Answer explanation

It's called BIOMETRIC VERIFICATION.

TRUE or FALSE: All Customers have access to any T-Mobile Account as long as they have a phone number with us.

• TRUE

• FALSE

• OR

• MAYBE

Answer explanation

There are only two types of people who can access an account, a BRP and an Authorized User.

Whose last four of the SSN are we asking for?

• BRP or Authorized User

• Authorized User

• BRP

• Mother's Socials

TRUE or FALSE: We can give hints to customers if they don't remember the PIN.

• TRUE

• FALSE

• YES, WE CAN!

• ABSOLUTELY.

What are the requirements for Customer PIN/Passcode?

• The most recently used PIN/Passcode

  Sequential (such as 3456789)

  Repeating (such as 4444)

  Beginning or end of the mobile number

  A mobile number on the account

  Tax ID

  Social Security number

  Billing account number

  Date of birth

• Should not be:

  The most recently used PIN/Passcode

  Sequential (such as 3456789)

  Repeating (such as 4444)

  Beginning or end of the mobile number

  A mobile number on the account

  Tax ID

  Social Security number

  Billing account number

  Date of birth

• It should have a capital letter, lowercase letter, number and special character

• We don't have a PIN requirement.

What do we send to BRP/AU who doesn't remember the PIN?

• OTP and SSN

• SSN and Full Name

• One Time PIN

• One Time Phone Number

TRUE or FALSE: The Authorized User has all the access the BRP has.

• TRUE

• FALSE

• OR

• PUTA DI KO ALAM ANIMAL

Answer explanation

Unless another policy states otherwise, only the BRP can request the following account changes:

Account type conversion requests

Add or remove Authorized Users

Bill cycle changes

Billing Name changes

Cancel BAN or MSISDN

Cancel lines or resume canceled lines

Change of Responsibility - Release line requests

My T-Mobile permission changes

New device purchase or upgrades using EIP (within the first seven days of the account being activated)

Customer PIN/Passcode changes

When does the OTP expire?

• After 10 minutes

• After 20 minutes

• After 30 minutes

• After 1 hour