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PAYMENT ARRANGEMENT

FOR ALL PA CONCERN,

FOLLOW CONNECT, COLLECT, PROTECT PA FLOW MAKE SURE WE ACKNOWLEDGE THEIR ISSUE AND EMOTION. USE SANDWHICH APPROACH WHEN DELIVERING OWN THE NO RESOLUTION. PROVIDE FUTURE RECOMMENDATION TO HELP THEM MANAGE THEIR BILL AND HIGHLIGHT THE BENEFIT OF YOUR OFFERED RESOLUTION.

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Recommendation: Autopay

We wanted you to save paying late fees and other charges, We highly recommend to consider Autopay enrollment once your account is current and to enjoy $5 autopay discount for each line.

Recommendation: Bill cycle date

Another option we may recommend you is to request bill cycle date change closer to your pay date once your past due bill is clear to make things manageable for you on your future payments . This will not just help you come up with an on time payment , this will even help you save more.

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PA Flow

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 the bill?

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

We do show an existing payment arrangement for the balance of $200.00 to be drafted from your bank account in 3 days. I’m glad we were able to secure this option for you.

STEP 3: OWN THE NO

Example 1: Absolutely got you there, CX. I recommend keeping it 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. 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'll be able to enjoy your services moving forward without any worries for interruption.

Check for Autopay Bill cycle change Rate plan change Removal of other paid features Check for EIP that will end

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 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

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?

-- PA Connect, Collect Protect Flow Spiels, hope this helps @all

Connect:

I definitely understand the need for some additional time to pay and I am happy to discuss options with you. Please allow me a moment to pull up your account.

Collect: BIF CX, I see that you have a balance of $$$$$$$. I’d recommend paying that full amount. It will help ensure that you won’t experience any interruptions in service or incur any additional fees. Would you like for me to process that for you or provide a link where you can pay without any support fees.

Can't pay BIF or Total Past Due. Collect 31+ Past due I understand, that is a large bill to pay all at once. What we can do is take a payment for $$$$ and set up an arrangement for the remaining past due balance to get your account secured. Will that work for you?

Can't pay 31+ Past due I understand not being able to pay the ($31+ Past due). Let’s work towards reducing the balance a bit. That way you will have less of that past due balance to worry about later. Can you pay any amount today?

If the customer says that they can pay a lesser amount help them with the steps to make that payment.

That’s great! Let me provide you the steps to get that squared away. Once you have the remaining portion of the $$$$ you can set up an arrangement, but I don’t ever want you to worry about a service interruption or additional fees. I recommend taking care of the remaining past due. At the very least it will save you money each month by not incurring any late fees. That’s a potential savings of 120.00 a year. I can send you additional information about autopay discount savings as well.

If the customer cannot pay any amount. Advise of next steps. When will you be able to pay the past due balance?

Once you have gained the commitment

Great! I will make a note on your account of your intentions to pay that balance. As for next steps, a payment is required to secure your service. That payment will include a $20.00 restore fee per line. Once that’s paid, you can set up your own arrangement once you have the past due balance paid. You can do that here

Here's the steps to set up your payment arrangement:

  1. Open the app and tap BILL.
  2. Tap Set up a Payment Arrangement.
  3. View the Set Payment Arrangement schedule presented.
  4. Follow the prompts to continue the process.

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I just want to set expectation that upon setting up your current payment arrangement, it was indicated on the terms and conditions that it was not suggested to make advanced payments on arrangements like this since the system may still charge the card on file while the arrangement is not yet due. Meaning this is to avoid overdraft fees.

You may check more the details of the terms and conditions on this link; https://www.t-mobile.com/support/account/payment-arrangement

You're most welcome! I actually just checked here, and currently the Apple Watch Ultra, along with the Apple Watch Series 8 is out of stock at the moment. Some retail stores may have them in-stock but there's no guarantee.

Though we do have the Apple Watch SE 2nd Gen available at the moment and you can get it for only $99, that is less $103 from the original retail price.