ELECTRONIC CHECK PAYMENT (ECP)

What is the Impact of Misinformation around Electronic Check Payment?

• Promising grace period for check payments is a Mistreat which will hit the Challenger Bonus from Rep to Manager level.
• Customer will end up with suspended service, overdraft fees, and additional restore fees which will make things harder for the customer to cope financially.
• It's a sure hit on mFCR as the customer will contact back to have their service restored.
• Intentionally bouncing a check is ILLEGAL.
• Multiple backed out payments will lead to customer being on a Negative File or being restricted in making a payment with a check (sample below)

IMPORTANT: Any mention of “grace period” for electronic check payments will be considered a Mistreat and will follow the TMUS Mistreat Guidelines Please be certain to explain to customers that T-Mobile sends payments to the bank immediately, and there is no grace period. The customer's bank then processes the payment, and processing time depends on the bank. NOTE: If a customer says they will not be able to fund their checking account, then do not continue with the check payment. If special instructions state that the customer is not allowed to use check payment, then do not accept or offer check payment. REFERENCE: https://c2.t-mobile.com/accounts/electronic-check-payments https://c2.t-mobile.com/accounts/collections-call-flow#subhead5