try upgrade

Natasha Copeland, 14 Oct. 2023 , 12:08am Hello

T-Mobile, 14 Oct. 2023 , 12:08am Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]

T-Mobile, 14 Oct. 2023 , 12:08am In a few words, what would you like to do today? [Read]

Natasha Copeland, 14 Oct. 2023 , 12:08am Representative

T-Mobile, 14 Oct. 2023 , 12:08am Let’s work on your request. [Read]

T-Mobile, 14 Oct. 2023 , 12:08am Transferring you to one of our live customer support representatives who will be with you as soon as possible.

We’re proud to offer the new iPhone. Due to overwhelming demand, we’re experiencing higher than normal wait times. For a faster experience, you can order the new iPhone now at T-Mobile.com, by using the T-Mobile app or by visiting your local T-Mobile retail store. [Read]

Abigael, 14 Oct. 2023 , 12:26am Hi Natasha, this is Abby from T-Mobile, how may I help you? [Read]

Natasha Copeland, 14 Oct. 2023 , 12:27am Hello, I’m very upset about my bill.

Natasha Copeland, 14 Oct. 2023 , 12:27am I paid $135 yesterday now it’s saying I have $150 bill overdue.

Natasha Copeland, 14 Oct. 2023 , 12:28am My bank shows the money still pending but I received a text saying it was processed.

Abigael, 14 Oct. 2023 , 12:28am I appreciate you letting me know that and I would love to double check that for you. [Read]

Natasha Copeland, 14 Oct. 2023 , 12:30am Yesterday my app kept crashing so I wasn’t able to explain my concerns to the two representatives I spoke to for a short period of time.

Abigael, 14 Oct. 2023 , 12:35am I understand the significance of this matter. You've got the right person to help you. Let me go ahead and check what happened now. [Read]

Natasha Copeland, 14 Oct. 2023 , 12:35am Okay thank you!

Abigael, 14 Oct. 2023 , 12:37am Anything for you! While I got you here and to make sure I make the journey best with us. May I know how is it going with us in T-Mobile? [Sent]

Natasha Copeland, 14 Oct. 2023 , 12:38am It’s okay at times. I do believe there’s an issue with the app because for some reason my app crashes. I got a new phone and it does the same thing as my old one.

Abigael, 14 Oct. 2023 , 12:41am I appreciate you sharing this with me and T-Mobile wanted to make sure everything is smooth sail in your end, what we only need to do for the issue you are encountering in the App is to report to our engineers so they are aware of what's happening in your end and help us to fix this.

Rest assured that this has been raised and will be working on. While the App crashes, alternatively, you may access your online through web. [Read]

Abigael, 14 Oct. 2023 , 12:42am Now with the bill, Upon checking here, what happened is that we received your payment last 10/12. Then on the same day, 10/12, the payment was validated and then your bank returns the payment back to us unpaid. Meaning, they didn't clear the said transaction or payment from their end as you know when using an electronic check payment to pay for something, it is forwarding the said information of your account to us then your bank will evaluate this payment from a later date. [Read]

Abigael, 14 Oct. 2023 , 12:42am Our best option to take care of this is by coordinating it back to your bank as to what exactly happened to the said payment. Given their expertise as a bank specialist, they can absolutely help you with everything you need to know about this payment.

While you coordinate with your bank, I suggest to set up an arrangement to avoid suspension. Would you like me to help you set it up? [Read]

Natasha Copeland, 14 Oct. 2023 , 12:45am My payments pend for a few days then it clears. It’s Saying I now owe $150 when I set up a payment arrangement for $135 on 9/29 and 10/12

Natasha Copeland, 14 Oct. 2023 , 12:45am Why is it $150 overdue now when it should only be $135?

Abigael, 14 Oct. 2023 , 12:49am So here is what happened since there is a one-time charge of $15 for the payment return, that is the main reason it adds up to the bill that you have. On the other hand, every month the bill that should be generated is $135. Now here is what I will do for you, will take care of the extra amount so you can have the $15 be offset towards the bill. Sounds like a plan? [Read]

Natasha Copeland, 14 Oct. 2023 , 12:49am [Image]

Abigael, 14 Oct. 2023 , 12:50am We honor that amount, nothing for you to worry we will have the $15 be removed [Read]

Natasha Copeland, 14 Oct. 2023 , 12:50am Okay thank you because I have the money in my account so I don’t understand why it’s being returned.

Abigael, 14 Oct. 2023 , 12:51am No worries as I hear you about this matter rest assure that we are here to explain all things you are needing towards the account. [Read]

Abigael, 14 Oct. 2023 , 12:51am While I am applying the amount for you, I would also like to take the opportunity to ask. How are you with TMobile so far? [Read]

Natasha Copeland, 14 Oct. 2023 , 12:53am T-Mobile is fine I’m debating if I want an iPad or not.

Natasha Copeland, 14 Oct. 2023 , 12:54am Also, if I set up a payment arrangement it’ll be for the whole amount which is about 400 something. My bill for this month isn’t due until the 24th.

Abigael, 14 Oct. 2023 , 12:54am I appreciate the feedback! Just so you know there are a lot of offers that tmobile is releasing now a days and in the next months since Christmas is approaching. You can actually decide and have the best offer. Highly recommend for you to check always the website and get started from there. [Read]

Abigael, 14 Oct. 2023 , 12:57am For the payment arrangement we can let you set for just the past due balance. If the arrangement will be set the dates that are available are 10/18/2023 and 10/24/202. Now another option is for the whole balance. The good thing about putting it on the whole balance is that they system will give us 14 days exact and we can have the 1st installment be on the amount that you can settle and not forcing you to pay for the whole $400 [Read]

Natasha Copeland, 14 Oct. 2023 , 12:57am I set up the payment arrangements for my cousin who’s on my account. She has issues with her bank which is why she’s always late.

Natasha Copeland, 14 Oct. 2023 , 12:58am Okay we can do that then.

Abigael, 14 Oct. 2023 , 12:59am That was bad to hear then, may we just confirm have we tried to check it as well with the bank for them to have it fixed.

On the other hand we will set the arrnagement now for the full balance as we confirm? [Read]

Natasha Copeland, 14 Oct. 2023 , 01:01am I would have to call my bank but it will take a few

Abigael, 14 Oct. 2023 , 01:01am No worries, as we are working with this matter we can have the arrangement set as well [Read]

Natasha Copeland, 14 Oct. 2023 , 01:02am Yes, we can set up the payment arrangement for the past due amount.

Abigael, 14 Oct. 2023 , 01:03am How much can you pay on the 1st installment? [Read]

Natasha Copeland, 14 Oct. 2023 , 01:04am I was hoping to pay the $135 but that would be split up right?

Abigael, 14 Oct. 2023 , 01:06am The amopunt that we will need to have under installment will be the $400 since we are making sure that we have the farthest date that we can get. May we ask if we can settle $100 on 10/27/2023. [Read]

Natasha Copeland, 14 Oct. 2023 , 01:08am I just spoke with my bank and they said that the payment that was processed yesterday went through with them and you should be receiving it tomorrow.

Natasha Copeland, 14 Oct. 2023 , 01:09am They said that the one on October 7th was denied not the one on the 12th.

Abigael, 14 Oct. 2023 , 01:09am Awesome! I appreciate that you are helping us with this matter. We will make sure that we take note of that to check the account in the next 24 hrs to have the payment see if it is posted. [Read]

Natasha Copeland, 14 Oct. 2023 , 01:09am Now I’m not sure about the one on October 7th because that one said processed successfully as well.

Abigael, 14 Oct. 2023 , 01:10am No worries , this is taken cared. [Read]

Natasha Copeland, 14 Oct. 2023 , 01:10am Should we wait on the payment arrangement being set up now or will the lines be cut off.

Natasha Copeland, 14 Oct. 2023 , 01:11am Because yesterday I was only owing the amount of $270 which is the newest bill but today it says differently.

Abigael, 14 Oct. 2023 , 01:13am We will set it now. I am actually waiting if we are good with this amount " May we ask if we can settle $100 on 10/27/2023.

" [Read]

Abigael, 14 Oct. 2023 , 01:14am And also in order for us to have the details and arrangement to push through we will be needing a payment method to secure the dates of the arrangement. [Read]

Natasha Copeland, 14 Oct. 2023 , 01:15am Does my banking work because yesterday it said I couldn’t use my bank account anymore to pay my phone bill which is why I did ApplePay.

Abigael, 14 Oct. 2023 , 01:15am Will go ahead and check that for you. Are we planning to use a bank account for the said arrangement? [Read]

T-Mobile, 14 Oct. 2023 , 01:15am Click here to access our secure forms: https://t-mo.cc/e5c5o9yp6a [Sent]

Abigael, 14 Oct. 2023 , 01:16am If yes please do fill out the form. [Read]

Natasha Copeland, 14 Oct. 2023 , 01:16am Yes

Abigael, 14 Oct. 2023 , 01:17am Thank you so much 😀 [Read]

T-Mobile, 14 Oct. 2023 , 01:17am Form Submitted [Sent]

Natasha Copeland, 14 Oct. 2023 , 01:18am Hopefully I’ll get to the point where I’m able to set up Autopay but having a underage person on my line who doesn’t pay their bills makes it hard for me.

Abigael, 14 Oct. 2023 , 01:20am Yes, we are hoping too! For now may we ask if the name that has been appearing with your bank is Natasha Copeland? [Read]

Natasha Copeland, 14 Oct. 2023 , 01:20am Yes my name is Natasha Copeland

Natasha Copeland, 14 Oct. 2023 , 01:21am Now my login may say Kenzie which is apart of my middle name.

Abigael, 14 Oct. 2023 , 01:22am Thank you, we have tried to fo the payment method however it seems that the system is actually not allowing us anymore to use the bbankaccount since there is an escalation that has been happening in there. May we ask is there any other payment method that we can use? [Read]

Natasha Copeland, 14 Oct. 2023 , 01:23am I only have a Navy Federal bank card and I also have a credit card but I can’t go over 60% of my credit use.

Natasha Copeland, 14 Oct. 2023 , 01:23am What does that mean an escalation?

Natasha Copeland, 14 Oct. 2023 , 01:24am Like an issue occurred or something?

Abigael, 14 Oct. 2023 , 01:24am Oh, would it be fine if we can use the credit card right now? We just need to have the payment arrnagement date secure. [Read]

Natasha Copeland, 14 Oct. 2023 , 01:25am Yeah That’s Fine.

Abigael, 14 Oct. 2023 , 01:25am Escalation since there are back out payment then it is under escalation, we have filled a negative file removal so that moving forward we can move and use the bank account [Read]

T-Mobile, 14 Oct. 2023 , 01:25am Click here to access our secure forms: https://t-mo.cc/661l4bg16d [Read]

Natasha Copeland, 14 Oct. 2023 , 01:25am I just have to get my card out my purse

Abigael, 14 Oct. 2023 , 01:25am Please do fill out the form for me please. [Read]

Abigael, 14 Oct. 2023 , 01:25am No worries pls have the details filled. Then submit it to us [Read]

T-Mobile, 14 Oct. 2023 , 01:27am Form Submitted [Read]

Natasha Copeland, 14 Oct. 2023 , 01:27am Will my bank be cleared before it’s due?

Natasha Copeland, 14 Oct. 2023 , 01:27am Because I only have a $200 credit limit.

Abigael, 14 Oct. 2023 , 01:29am Yes, it will. Just so you know the arrnagement is set now. [Read]

Abigael, 14 Oct. 2023 , 01:30am Is there anything else that we can help you out with aside from setting the arrangement? [Read]

Natasha Copeland, 14 Oct. 2023 , 01:32am Okay so when is a good day to change it back?

Abigael, 14 Oct. 2023 , 01:37am No worries, Natasha, we will give you a call back on 11/10. so you can able to set up a new payment arrangement. and we will update your card, sound like a plan [Read]

Abigael, 14 Oct. 2023 , 01:37am May I have your best call back number ? [Sent]

Natasha Copeland, 14 Oct. 2023 , 01:40am Okay thank you so much for all your help

Natasha Copeland, 14 Oct. 2023 , 01:40am (443) 623-4814

Natasha Copeland, 14 Oct. 2023 , 01:40am November 10th?

Abigael, 14 Oct. 2023 , 01:42am You are most welcome, Natasha, assisting you has been my pleasure! Here at T- mobile.
And I will take note of your best call back number. [Sent]

Natasha Copeland, 14 Oct. 2023 , 01:44am Are you all calling me back this month?

Natasha Copeland, 14 Oct. 2023 , 01:44am Or next month?

Abigael, 14 Oct. 2023 , 01:45am Yes Natsha I will set up a follow up on November 10th, Is that sound good ? [Read]

Natasha Copeland, 14 Oct. 2023 , 01:46am I mean yes that’s fine but I thought maybe you’d call me this month

Abigael, 14 Oct. 2023 , 01:48am We can definitely call you this month on October 30th is that be fine with you ? [Read]

Natasha Copeland, 14 Oct. 2023 , 01:49am Yes that’s fine.

Natasha Copeland, 14 Oct. 2023 , 01:49am Before 12pm if that’s okay

Abigael, 14 Oct. 2023 , 01:52am That's good to hear Natasha I will go ahead and set up an appointment for you on October 30th at 12pm.
Is there anything else I can further assist you with today? [Read]

Natasha Copeland, 14 Oct. 2023 , 02:02am No that’s all thank you again

Abigael, 14 Oct. 2023 , 02:04am I am really glad we were able to assist you about your concern here at T-Mobile! We hope our service and work brought a smile to your face and made your life just a little easier. I am so happy we were able to help. Have a great rest of your day! 😀 [Sent]