ZOOM BACKUP NI CONRAD

You Dec 29, 2023, 4:23 AM 20dbd8a8-2361-40b6-82fc-bf52a918178d Christopher Walker 3365859589 940249238 Once the cx account has been suspended manual restore request will be applied and waiting for collection hold request result December 28

Hi Good day Christopher! This is This is Vhon, Conrad's supervisor, the representative you had a conversation yesterday. Regarding your account to put on hold, We just got a response from our team. We tried our best and utilized all our tools to get an approval regarding the request to put your account onhold and I hate to be the bearer of this news, the request was declined due to eligibility of the account. No worries, I have just found out that your service is still active, that's good to you. I will set another follow up for the next day to notify you once your payment arrangement has fall off and manually restore your account as soon as it gets suspended. Thank you for your kind understanding and have a great rest of your day!

You Dec 29, 2023, 10:06 PM SUP CHAT

Did the customer receive Survey? NO Did you call customer? NO Does the customer have an account? YES Was the chat transferred? NO Can we transfer customer to Telesales/Spanish? NO Is this Mekusable? NO Chat ID:c7e0c974-ee3a-42d8-92b2-7cc1b30cd972 Dec 30, 2023

You Dec 30, 2023, 2:43 AM (Edited) 23f490dc-da3f-4982-9598-605ce589cce9 IDRISSA SENE Will do a reachback when her payment arrangement falls off, will do manual restore and waive the restore fees. 1/03

Hi Good day Idrissa! This is This is Vhon, Conrad's supervisor, the representative you had a conversation on 12/30/2023. I have a good news for you! With regards to your payment arrangement, it seems that your payment as of 12/28/2023 has been settled so the risk of suspension in your account is not necessary to happen as your payment arrangement has been filled successfully on the last minutes. Please be advised that your account is now current. Happy New Year and Stay safe always. Jan 3

You Jan 3, 1:56 AM 20dbd8a8-2361-40b6-82fc-bf52a918178d Christopher Walker 3365859589 940249238 Once the cx account has been suspended manual restore request will be applied and waiting for collection hold request result December 28

Hi Good day Christopher! This is This is Vhon, Conrad's supervisor, the representative you had a conversation yesterday. In regards to your Account payment arrangement, I would like you to know that it has fell off. The good thing is you may now set up new payment arrangement at your convenience without minimum payment. Have a great rest of your day! Bye for now. Jan 5

You Jan 5, 4:12 AM keisha Giddens 919abf78-b2d1-4948-90ea-c7bafb299931 131071096

Damaris Camacho Miranda 282f9fd6-d1ab-4222-9f1f-3a9f5294e7b0

Nicholas Schwab 5a7e023a-e891-49c9-9494-f621f344afe9

You Dec 30, 2023, 1:09 AM (Edited) 08854fbb-3819-4345-bb39-5eb8fb238d51 ursula Toribio 5053134999 960092522 Will do a follow up on January 4 remind when fall off and restore the account.

You Jan 5, 4:19 AM 08854fbb-3819-4345-bb39-5eb8fb238d51 ursula Toribio 5053134999 960092522 Will do a follow up on January 4 remind when fall off and restore the account.

Hi Good day Ursula! This is This is Vhon, Conrad's supervisor, the representative you had a conversation on 12/30/2023. I have a good news for you! With regards to your payment arrangement, it seems that your payment as of 12/28/2023 has been settled so the risk of suspension in your account is not necessary to happen as your 1st installment on your arrangement has been filled successfully on the last minutes. Your payment arrangement will continue to the second, just make sure you have settle the second installment to ensure that your lines will remain active and the good thing if you finished the second installment your account will be now current. Happy New Year and Stay safe always. Jan 6

You Jan 6, 3:10 AM sharon keeling fb851143-5a8b-4919-be47-4eb91fa8748c

January 25 Netflix update implementation

You Jan 6, 5:12 AM (Edited) 3885e64d-6a64-49ab-aea2-189d837bb760 Jenny Maddox

01/06 and 01/07

Hi Jenny! This is Vhon, the supervisor of Conrad the representative that assisted you yesterday. We just want to make sure your experience is great with us and we have contacted you for update regarding your payment extension. Upon seeing your account here, your payment arrangement is still on the cycle and active. Please expect this to fall off on 01/07/2024. Once your payment arrangement falls off, you may now set up a new one without minimum payment. Please be advised that when your arrangement falls off, your service will be shut off but you don't have to worry , once you have set up payment arrangement, your lines will automatically reinstated. I'll send a series of follow up to keep an eye with your account and to give you an update of your payment arrangement. Have a great rest of your day! Stay safe!

You Jan 6, 7:53 PM 62512-tech 64700- care Sun

You Sun, 2:26 AM 981406d8-51a9-4fee-9506-ddab7b9faa57 Cindy White Tue

You Tue, 8:35 PM (Edited) 71453b95-971c-49d7-b580-176b747207b3 2166826947 Marlene Caldero

request to put accout onhold 0110/2024 Wed

You Wed, 12:19 AM (Edited) 92c8ad8b-58f8-48bd-b709-883df63935b3 Kristina m Albisu 01/17/2024 Escalation request result of the charge was made on her bill that needs to be corrected.

You Wed, 12:20 AM fbf5a8d9-d75d-4b84-b9a7-ecc7b3558c92 Jason Epp

I will reach you back on 01/11/2024 to update you regarding the result. Please be advised also to monitor your payment method that was used in your return order ending in 7409 so that when the refund was sent through your account we will act fast to verify it on our end.

You Wed, 2:50 AM be9c79d3-2426-42a9-b649-02a49ac6c24f Andre Murphy

01/13 and 01/14

You Jan 6, 5:11 AM (Edited) 744c5eb8-301c-4df6-bcaf-7a1b620e4d83 Ash Gray

01/06 and 01/07

Hi Ash! This is Vhon, the supervisor of Conrad the representative that assisted you yesterday. We just want to make sure your experience is great with us and we have contacted you for update regarding your payment extension. Upon seeing your account here, your payment arrangement is still on the cycle and active. Please expect this to fall off on 01/07/2024. You can pay the minimum amount of $69.09 before your payment arrangement falls off so that you can set up a new one. I'll send a series of follow up to keep an eye with your account. Have a great rest of your day! Stay safe!

You Wed, 9:30 PM bc3aa233-2e21-4d8e-8fa7-a7dbc676599e LINDA Odom will freachback regarding the request to waive her fee on 01/12 c8ed5fea-ccbf-417d-bd54-f49c5dbd0afb TREVON MAYES Will notify the cx when pa falls off 01/12 and 01/13 Thu

You Thu, 1:32 AM 613070f3-07e1-44f5-ad36-3f4460d41485 Ryan Richter 3162722992 I will set a reachback on 01/11 and 01/12. What do you prefer, should we resume conversation or call you? Yesterday

You Yesterday, 7:37 PM Hi, this is Rep from T-mobile messaging. I'm calling you right now because we're having an issue right now with the text you send and we're unable to see it here. May I know if you can refresh the conversation by closing it and message us back? You can easily close the conversation by clicking the 3 dots in the upper right of the app.

If the customer was unable to close or see the 3 dots - Can you type end chat or end conversation for the system to refresh our conversation? Today

You 1:55 AM Megan Sottile be581e54-9993-4447-9b53-a58b7c7d00a6 will notify wen pa falls off and manual restore 01/14 and 01/15

You 2:25 AM 11798dba-30cf-4ace-bfa6-cdad401e8adb Laryn Homer

Thank you for your patience Laryn. This is what we are going to do, I will cancel your line 6340 as per your request and with regards to refund, we will give you credit adjustment of $40 on this month while the past months will be escalated and we'll file a request to cover that as well that is subject for approval 24-48hrs. 01/15

e76818b1-495f-461b-8a57-00c72d345b38 Kevin Scott

I will do a follow up and reach you back on 01/14 to notify you when your payment arrangement falls off and will manually restore your lines