Cancellation

SIGNATURE RESPONSES We never like to see a line close, but of course, we always want to make sure that the account is set up the way you need it to. May I know the reason for this request?

That's the least we'd like to hear from you. Yet, T-Mobile always want to make sure that we are giving all the available options for you and for your account. Would you mind me asking the reason for this request?

That's the least we'd like to hear from you. Yet, T-Mobile always want to make sure that we are giving all the available options for you and for your account. Would you mind me asking the reason for cancellation?

I understand you're considering canceling your line, and I want to ensure we explore all possible options to address any concerns you might have. Can you share with me what's prompting this decision? This will help me understand better and provide you with the most appropriate solutions. We value your satisfaction and are here to support you in any way we can.

SAVE ATTEMPTS

*BILL IMPACT WITH DEVICE PROMOTION Although we would prefer to retain this line, we fully comprehend your request. Upon checking, we found a promotion for the device connected to this line.

The device's original monthly installment will be charged as a result of the promotion being removed if we cancel it. Can you please let me know if you need any clarification?

*CONVERT TO WATCH LINE + TAKEOVER I totally respect your decision for the cancellation as we also want everything to be set for you. Just an option before we proceed you may consider converting the watch line to a phone line as you might have another device, or you may know someone who would like to take over the line to save the $35 activation fee. Please let me know your thoughts about this.

I get that you're no longer using this line. Nonetheless, we wanted to ensure that we are capable of identifying your needs. Based on what I can see in your account, it's eligible to be converted to a watch or tablet line.

Do you have a watch or tablet that can be linked to this line instead of canceling it?

*CONVERSION TO DIGITS I have a suggestion! Instead of cancelling this line, we can covert this line to DIGITS Talk & Text. This turns this line into a virtual number which you can pair with your phone. By doing this, you can keep your primary number private by simple handing out this virtual number to people like telemarketers or subscriptions.

This lets you get their updates without compromising your number privacy and lower down your bill since this will only cost $10 a month compared to what you're paying for right now!

*COR I acknowledge your desire to cancel a line. Despite this, it's important to note that you're only given 90 days to restore the line once it's cancelled. May I inquire if there is another person willing to take over the line?

The good thing about this is that we have the option to move responsibility to a different T-Mobile account.

*CYCLE CHANGE: I have a perfect solution where you can keep using everything you have on your account and still be on time with your payments! We can change your due date to when you prefer to make your payments. By doing this, there is no need for us to cancel any of your line and you can make your payment on time and not worry about having a hard time catching up with your bill.

*EIP- PAY OFF While I am reviewing your account, I noticed that you are about to pay off the phone installment on this line next month! If you wait, your bill will go down by $XX.XX without having to cancel this number! In the meantime, we can set up a payment arrangement for you so you are not forced to pay all of this by your due date.

The device's remaining balance will be on your final bill.

*FEATURE REMOVAL Upon reviewing your bill, I found out that we can lower it without the need to remove this line! I see you're paying for an extra data plan which you don't maximize because you're overage usage is below than what this extra data offers. Once we take this off, you will see a decrease of $XX.XX on your bill.

*LOWER THE BILL SUGGESTION EXPECTATION I totally respect and understand your decision for the cancellation. As a customer myself, I wouldn't like it if I also got additional charges every month. Just an option before we proceed, there are some recommendations upon checking your account to lower your monthly bill, would you like to hear more about it?

*NO DEVICE TO USE It's very important for us to fully notate the reason as to why you want to terminate a line from your account.

The good thing here is you can definitely purchase a new device by upgrading even without trading in! Is that a viable alternative?

*POSTPAID TO PREEPAID CONVERSION I have a solution for you! Instead of cancelling this number, we can convert this to Prepaid. By doing so, you get the benefit of taking this number completely out of your account but still have the ability to use it when needed. You don't need to pay anything monthly when we convert this line to Prepaid. The only time you pay something for this line is when you need it to be active.

How about if we can convert this to Prepaid, XXX? By doing so, you get the benefit of taking this number completely out of your account but still have the ability to use it only when needed.

You don't need to pay anything monthly when we convert this line to Prepaid. The only time you pay something for this line is when you need it to be active.

*PORT OUT By the way, are you planning to port out the number? As much as T-Mobile is sad to see you go, we want you to have an easier time if you are transferring carriers.

It's worth noting that the person on this line will be creating their new account with a different carrier. To make sure they could use the same number, we would suggest keeping their line active so they can easily transfer it over to their account. Let me know your thoughts?

*RATE PLAN CHANGE Thank you for patiently waiting, NAME. I've carefully check your account and it shows here that you're paying a total of $255 for your plans. If you like we can lower it to $205, we will change your plan into Essential plan. This will save you $50 per month with minimal changes in terms of benefits. No worries, the device promotion that you're receiving will not be affected.

How's that sound?

*SUSPENSION Instead of cancelling, we can temporarily suspend this line so you can re-use it when you need it again. By doing this, we can get you lower your bill since you only pay $10 for the line instead of what it is right now, and still have the same number versus having to work with a new one should you need it again soon.

Having a new number is cool, until you update stuff like your social media or bank information, which needs you to put in your number.

ADVISEMENT Before we cancel the line that you are requesting, please be advised of the following:

1. Any installment plan associated on the line will still be billed on the account.
2. Any promotion also associated on the line will be removed.
3. You will see a final charge on the next bill from the line that we have recently cancelled.
4. The cancellation will take effect at the end of your cycle to avoid any unwanted charges on your bill.

Are we good to proceed?

CANCELLATION ADVISE FOR CLOSE DATE Got it, I'll make sure to help you today. For the cancellation of the , the service plan is actually being charged for the whole cycle of your bill. For the cancellation we will set it on your close date, which is and moving forward in your next billing it will not be billed already in your account and you can still have more time to use it. Are we good with this?

CANCELLATION RECAP I appreciate your reaching out, I've able to cancel your account. If you ever changed your mind, you still have 90 days to resume your services. T-Mobile is always welcoming you. I am so happy we were able to help you with your concern. Have a great rest of your day!

** It's sad that you have thoughts of removing one of your lines. I understand your concern and you can request for it to be removed from your account. If in case you know someone interested with it, you can just transfer the ownership instead of canceling it.

** Cancelling a line is the last thing we want to hear from you but we still respect your decision. No worries you got me here now. Rest assured that I can certainly address your request. If you don't mind me asking, may I know the reason why you would like to cancel this line/account?

** Thank you for your patience. I was now able to cancel the line ending in (---) and it'll be effective on (start date) so you still have time to think if you wanted to still cancel the line and to lessen you hassle on contacting us to reactivate the line again in case.

= May I ask if you know someone who would love to take over the line? It would be such as a waste and there would be another fee for reactivating and /or opening a new line.

= Have you considered getting an apple watch or a tablet? In that way, we can convert the line and you wont have to pay for reactivating it?

= Processing your cancellation today will take effect at the end of your billing cycle. This is intended for you to maximize the line since it's paid until the end of this cycle and have enough time to reactivate it back in case you change your mind.