PA

STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help

We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available.

While doing this, do you have any amount that you can settle today to lower down the bill?

STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing

payment arrangement.

It does show an existing payment arrangement for the balance of $XXX to be drafted from your bank account in XX days. I’m glad we were able to secure this option for you.

STEP 3: EDUCATE / HELP THE CX on the bill - Own the No

Absolutely got you there, CX. I recommend keeping the payment arrangement in place to avoid service interruption and getting additional fees such as restore fee charges of $20.00/line up to max $60.00/account (Tax not included/One Time-Charge). I also want to make sure you are not

running into your next bill which will create a larger payment amount later if we delay. How about we check for some options in lowering the bill?

Or not to pry, may I know our challenges in keeping up with the payment? I will look for options in giving you a long term resolution so you'd be able to enjoy your services moving forward without any worries for interruption.

WE truly understand, XXXXX. No worries, here at T-Mobile we always have an option for our valued customers like you.

We appreciate you catching up with your bill and wanting to extend your payment further. The best recommendation we could make is to leave the arrangement as it is. Should 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.

Should the arrangement fall off and account gets suspended you can set up a new one which will restore the account. This may incur restore fee charges of $20.00/line up to max $60.00/account ( per instance regardless of how many lines) however, there are different ways that we can recommend to help you save these possible charges. Would you like us to discuss this options?

Please know that I truly understand your situation, XXXX. Currently the option to change or modify the current payment arrangement saved on is not an available option.

But no worries, we can definitely proceed on setting up a new one once missed payment arrangement falls off automatically from the account.

You can definitely set up the new one using the T-Mobile app as long as the past due balance is within 30 days past due. No worries, you'll get notified once you can set up the new one. Sounds good?

Check for Autopay

BIll cycle change

Rate plan change

Removal of other paid features

Check for EIP that will end or can be paid off early

STEP 4: MOVE the call forward SET EXPECTATIONS

Customer, I am happy to note your account of our discussion today and your commitment to pay on _____ To recap, we have you scheduled for the amount of $XXX to be drafted/Paid from your bank/card account in ___ days. Don’t forget that you can always review your payment arrangement details online on the T-Mobile web or app at your convenience

FOR PAST DUE FOR MORE THAN 31 DAYS

I wanted to help you get the service restored though as we see here your account is ** days past due and we completely understand that managing our finances can be challenging at times especially when there is a unforeseen event occur. I don't want you to feel that I am pushing you with paying the minimum since you're currently trying to catch up with bills, it's just that as much as we want to help you on this the system is asking to settle the minimum payment o the account.

Thank you for giving me the opportunity to find the best resolution. While I look at your account and the available options, can you let me know what you are able to pay today?

The most important thing is that we have a resolution that works for both today and the long term for you. For us to set new Payment arrangement the system requires the account to settle at least the minimum payment of

I understand that having service is important and I want to do everything I can to help. If you can get $XX paid, the system will give us an option to set up a payment arrangement and restore the service, will this work for you?

3rd Party App

There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though. Do you perhaps have an option to connect to wifi? Cause if yes, especially if you have it at home, you can also make use of that for the time being to connect with data or use wifi calling option on your phone if possible. You can also use messaging application like messenger, whatsup or hangouts to send a message since those application can be use thru wifi. Hope that information helps.

AUTO PAY T-MOBILE MONEY _

We understand your thoughts on this. T-Mobile MONEY accounts are FDIC ( Federal Deposit Insurance Corporation ) insured up to $250,000. This is also protected by bank-grade level security, which, among other security measures, includes two factor authentication with biometric controls and one-time password authentication when accessing on an unrecognized device. In fact, Fraud detection is strictly enforced using standard banking protocol. also T-Mobile money can cover up to $50.00 over draft fee, sounds good?

Account active:

Cx name: Dom Toreto

One voice line

Current bill: $200.00

past due: $100.00 (35 days)

31+ days minimum amount: $50.00

Active PA

1st installment 8/24/2023 -$100.00 (Rejected)

2nd installment 9/04/2023 - $100.00 (Rejected)

CS: Hi AGENT: Hi Dom , this is Merry from T-Mobile, I’m here to help. How may I assist you today?

CS: I need help with extending my due

AGENT: We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available.

May I know the reason why you want to extend your due?

CS: I had an emergency, my wallet got stolen and my card is with it

AGENT: I certainly know how it feels as I was once lost something that is really important to me, but, not to worry, I got you on this. Just curious, do you have any amount that you can settle today to lower down the bill?

CS: I only have $30 on my other card right now, and I do not want to have service interruption

AGENT: I can see that there's an active payment arrangement on your account and we're glad that we were able to secure this option for you. We also appreciate you on verifying that you have $30 today to lower down your bill 'cause I know how important it is to have your services active.

Is there a chance that you can pay $50 today?

CS: I can do it on Sunday

AGENT: We want to thank you in advance that you are planning to pay the $50.00 this Sunday, I recommend keeping the payment arrangement in place to avoid service interruption and getting additional fees. I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay.

Here's what we can do, let us wait for the current arrangement to be removed by the system automatically, and once you have successfully settled the minimum payment of $50, then you can set a new payment arrangement. Will this work for you?

CS: I do not want my service to be interrupted

AGENT: Thank you for giving me the opportunity to find the best option for you. However, there is no guarantee that your service may interrupt. But good thing is that we have a resolution that works for both today and the long term for you.

**We totally understand the importance of your services to be connected for your family friends and love ones. Thank you for allowing me to check this for you and upon checking here that your account might be at risk of service interruption since there were 43 days past due balances already. But no worries, you can wait for the current arrangement to be automatically removed from your account and you can settle the minimum balances to set up a new payment arrangement and secure the services.

Does that sound good to you?

***I do see here that your current arrangement on the account is still active though it is already showing as rejected. Nothing to worry, I can guarantee you that as long as the arrangement is active on your account regardless if it was rejected your service will for sure be active and secured until it falls off which you will be notified.

 Then rest assured that once the payment for the minimum amount has been settled, you can surely set up a new payment arrangement. 

When my service will be dc?

Glad you ask, you can check your T-Mobile app from time to time and once the current payment arrangement is removed, you can set up a new one.

RECAP

SET UP PA "I would love to process the setting up of payment arrangement for you. However, please be advise that there will be a $10 support fee charge. But wait, there's more! You can avoid and save the $10 support fee by using self-help option via App or Webiste.

Here are the steps you can follow to setup the payment arrangement:

1. Go to the T-Mobile App > Choose BILL.
2. Tap Set up a payment arrangement.
3. Under Payment schedule, choose Edit.
4. Under Choose number of scheduled payments, choose an option. Under Select date, choose an option. Under Payment amount, enter an option. > Choose Update.
5. Choose Select payment method (or you can also change the payment method by clicking edit)
6. Choose Agree & Submit.
7. Your payment arrangement has been scheduled. Awesome!

You can also use this link as reference: https://www.t-mobile.com/support/account/payment-arrangement "

50 pesos