UPGRADE

if cx didn't pay fee last year then ask why cx need to pay one

This is a change that went into effect on November 15th to simplify activation and upgrade one-time charges, which were previously applied differently across channels and devices, to deliver a more consistent and straightforward customer experience in-store, online, over the phone, and via chat. I’m sorry you were caught off guard by it during your online order; would you like me to help you complete your order online or would you prefer I process it for you?

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I’m glad I can help get you set up with this exciting new device! I’d like to cover a couple of things, so you know what to expect. Today you’ll pay $XXX.XX which includes the upfront device costs, taxes, and the Device Connection Charge, and your monthly EIP charge will be $XX.XX for 24 months. You’ll also be receiving free two-day shipping and a personalized setup and support at no extra charge!

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Past due/upgrade:

Oh no, losing a device is not a good news but no worries I am here to assist you with that!

Yes, you can also upgrade your device anytime while paying for the other phone under your line (number) where you will be charged for this for the regular price only. However, it shows here that the account is currently past due which prevents us from making any transactions.

May I know if you are planning to settle this one today to make the account current and for us to be able to process the order or would you like me instead to provide you the details of the device you are eyeing for so once you settled the past due, you're all good!