Payment Arrangement Fall OFF Chat Flow

1.) Thank you for sharing your concern to us. Let me go ahead and pull up your account so that we can further check your payment and service extension, would that be fine?

Or: 1.1. We appreciate you catching up with your bill and wanting to extend your payment further.

I don't mean to pry, can you tell us more about why we cannot settle the past due balance and if there's any amount that we can settle today just for reference so we could include it in the documentation as we check for options?

►►►↓ We totally understand the need for additional time to pay, we know how challenging life can be right now, let us check our options to extend your payment as provided by our system. May I know when will be the best time for you to make payment?

►► Thank you for sharing your concern to us about payment extension. For documentation purposes, could you please share what challenges you face when making a payment on your account by the due date?

Thank you for sharing your concern to us about payment extension. If you don’t mind me asking, could you please share what challenges you face when making a payment on your account by the due date?

2.) Appreciate it. By the way, I just want to let you know, that you can be assured that here in T-Mobile, we will do the very best we can with our capabilities to get your concern sorted out and resolved today for documentation purposes. May I know the reason why you cannot make the payment for the scheduled payment date please?

3.) I appreciate you for sharing your reason for payment extension request, I can totally understand how something like that can shake your budget up. I have had to deal with something similar in the last year, so I know how hard it can be. If there were any other options with that balance I can assure you that I would provide them in a heartbeat. For us to get a stronger approval of request for you, If I may ask, may I know when would you be able to settle your bill?

OPTIONAL: If may MINIMUM PAYMENT//Partial paid their arrangement Thanks for the kind patience. As per checking the account, you have $139.60 total past due balance for 30+ days and you making a payment of $88.00 we'd appreciate it a lot. That payment, which is for your partial payment for the arrangement as well as it will lower the bill. Somehow, the system needed to detect the exact amount of $269.33 to be paid to prevent system suspension. Due to the arrangement didn't settle on time, the service got interrupted

As per careful review, the account is on suspended status due to the failed payment arrangement with 30+ days past due of $293.93.

I tried many times to set up a payment arrangement in our end (this is the only way to make your service active), it's just that the system won't let me. It requires that you need to make your past due from $$293.93 into $0 for you to be eligible to set up a new payment arrangement to have further extension and make service active.

We have other option here, the system is telling us that if you can at least settle the amount of $108.42 for minimum payment, we can definitely set up a payment arrangement once you settle it. May I kindly ask if you have at least the minimum payment amount to settle today or would you like to know our temporary solution?

/////////// SUSPENDED W/ORW/O MIN. PAYMENT Thanks for sharing and being honest with us. As per checking the account, you are on suspended status due to the payment arrangement didn't meet on time (system suspension).

I tried many times to set up a payment arrangement in our end (this is the only way to make your service active), it's just that the system won't let me. It requires that you need to make your past due from $233.12 into $0 for you to be eligible to set up a new payment arrangement to have further extension.

We have other option here, the system is telling us that if you can at least settle the amount of $77.87 for minimum payment, we can definitely set up a payment arrangement once you settle it. The system needs to detect a total payment of $77.87 for us to be able to be able to set up an arrangement to help us for payment extension.

May I kindly ask if you have at least the minimum payment amount to settle today?

I understand that paying the bill can be challenging. As an alternative, we offer a T-Mobile prepaid plan starting at $15.00. Would you be interested in this option?

May I kindly ask if you have at least the minimum payment amount to settle today or would you like to know our temporary solution to have a working service?

OPTIONAAAAL:

The only thing that will fully secure your service is by setting a payment arrangement. I understand that we cannot make the $236.19 minimum payment today but by any chance can you work at least the $216.19 and we will check what we can do with the remaining balance?

4.) Thank you for confirming. As per carefully checking here you have a current payment arrangement set up on your account (installment date and amount) and (status of PA).

The best recommendation we could make is to leave the arrangement as is. When you miss the arrangement it doesn't necessarily mean that it will fail right away. If you can settle the arrangement before it fails it will still count towards the agreement and let you continue the arrangement.

As of the moment what we need to do is wait for our system to automatically drop-off your current payment arrangement on within today or tomorrow once done you can take a look to move it on (preferred date of payment), sounds like a plan?

5.) Excellent question! The brighter side here since you don't have a minimum payment on your account once the system refresh and automatically cancel your arrangement you can set up a new payment arrangement.

Excellent question! To set a proper expectations with you there's no guarantee if your service will remains active but the brighter side here since you don't have a minimum payment on your account once the system refresh and automatically cancel your arrangement you can set up a new payment arrangement to avoid service interruption in order to secure your service.

The good thing since you are only (days past due) past due your service will remains active without being interrupted since your bill and account is in good standing. To set your expectations the qualified for service interruption is the account that have a minimum payment and more than 31 days ahead past due, sounds good?

I apologize for any inconvenience this situation may have caused. While I understand that it can be frustrating, our policies require to settle the payments of $XX.XX to get the account reconnected services. If you have any further questions or need assistance, please don’t hesitate to reach out. And rest assured, even with suspended lines, you’ll still be able to receive calls, texts, and access 911 services. Thank you for your understanding.

Let’s explore some options to make things easier for you. One possibility is adjusting the due date to align with your payday. That way, you can make payments before the due date without any stress. Please feel free to share more details, and I’ll be happy to assist further.

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