Hi, . This is Vince from T-Mobile. How may I help you? Hi, . This is Vince from T-Mobile and I’m here to help. Let’s partner together to get this resolved. Hi, . This is Vince from T-Mobile, I’m happy to help take care of I got your back. I understand how important your service is to you and I will take care of this for you. I understand how you're feeling. You're very much welcome. Thank you for your kind patience. Thank you for providing a screenshot. Thank you for bringing this to our attention. Thank you for sharing that experience. Can you tell me exactly what you are seeing on your screen? Are you seeing any error message? Can you please bear with me for a few minutes while Can you tell me the exact address or location where you are experiencing this issue? I want to ensure we're doing everything we can to resolve your issue effectively. Have you had the chance to reset the network settings on your device? It's a simple step that can often refresh your connection and improve performance. I'm here to guide you through the process if you need assistance. I would loved to restore your service. Apparently, the system won't allow me to do so because we need to settle first the minimum payment amounting to I'm delighted to share some great news with you! Based on your tenure with us and your credit score, we're able to apply a credit to your account. This is our way of saying thank you for being a valued member of the T-Mobile family. We appreciate your loyalty and trust in us. If you have any questions about this credit or how it will be applied, please don't hesitate to ask. We're here to ensure you have the best experience possible with us Rest assured that all your answers will help determine the root cause of the issue and will help me with basic troubleshooting on my end. We will go through a follow up and call you back on/before March 29 to process the cancellation. How's that sound to you? I appreciate that you have spent a lot of time dealing with this and I want to get this resolved for you. I'm glad to inform you that I successfully processed the payment amounting to $ using your card ending in with reference number If you have further questions, concern, and clarification regarding this, please let me know so I can further assist you and make your day great. I'm about to send you our secure payment form. Could you please fill it out with your preferred payment method details? Once you're done, let me know so we can proceed with the payment. Please be aware that there is a $10 support fee included in this arrangement. However, you have the option to set up the arrangement yourself through the T-Mobile app or website, which would not incur any support fee. I understand that making a payment might be challenging right now. If it's possible, could you let me know if you can make any payment towards your account today? We can definitely remove the current payment arrangement and set up a new one. This will ensure your account to remain active and your service continues uninterrupted. How does that sound to you? Sure, I can assist you further. Could you please provide more details about your specific concern, request, or issue? If the full payment is made early, the $ promo credits will continue to be applied monthly and will be deducted from your account charges moving forward. We definitely value your time and effort in making this issue resolved. I appreciate your time and effort in doing some basic troubleshooting on your end. If the issue persists, we will be going to transfer you over to one of our technical supports to further assist you with your issue. Sounds good to you. Thank you for your patience. Can you allow me a few minutes to check on our available best promotions that we can offer to you? I want to ensure that we find the best possible solution for your needs. Thank you so much for your patience. I'm pleased to inform you that we have successfully removed the current arrangement. This now allows you to create a new one to extend your bill and maintain your service with us. Thank you for considering our services. Would you like me to process it on my end right now or would you prefer to do it on your end? I'm here to assist you in any way that suits you best. I understand that managing payments can sometimes be challenging. Could you kindly share with me the amount you're comfortable paying towards your bill at this time? We're one step away from activating the eSIM on our end. All we need is the IMEI of the device. If you prefer to use a physical SIM card, we can definitely provide you one for free. How does that sound to you? Rest assured, I will use the information you provided to check and investigate what happened. I understand the importance and the urgency of the matter. The good thing is that you let us know of those critical information. With that being said, here is what`s I`m going to do to help you out: Normally, our warehouse takes about 2-3 weeks to validate the information regarding the returned device. Once the package is received at the warehouse, it is opened and the IMEI of the device is scanned. Please note that we cannot verify what is in the received package and whether it is the correct device until the package is opened and the IMEI is scanned. Just letting you know that I'm still here and I'd be delighted to help you with making a payment. Can you able to login through the authentication form that I just sent so I can pull up your account and proceed with the payment? I've checked and confirmed that there are no current outages or network issues in your area. I will ask you a series of questions. Rest assured, all your answers and information will help determine the root cause of the problem. I checked that there are already multiple contacts regarding your internet issue. As much as I loved to resolve it here on my end right now, it is best to transfer you over to one of our technical supports for further and advanced troubleshooting. How's that sound to you? Yes, you can go to a T-Mobile store to get a replacement for your broken phone. However, the process may vary depending on your device protection plan and the nature of the damage. I understand that you're considering canceling one of your lines. This is certainly not what we want for you. Can we discuss any issues or concerns that are leading you to this decision? I understand that you're considering the cancellation of one of your lines. Just to let you know, cancellation requests usually take effect at the end of your billing cycle. If there's someone who might be interested in taking over this line, like a friend or family member, we can certainly assist with that process. I understand that you want to cancel the line so that your son will not able to use it and I know that's for the good reason. But we still have other option. To ensure your service continues without interruption and to make your experience as convenient as possible, we will securely process your payment 2 days before the autopay date. This proactive step helps avoid any billing issues, keeping your account in good standing. We're thrilled about the opportunity to offer you our cutting-edge 5G Home Internet service. As soon as it becomes available at your address, we'll make sure to reach out to you directly by phone or email. This ensures you won't miss the chance to experience the fast, reliable internet service T-Mobile is known for. We're committed to keeping you updated and making the transition as smooth as possible. I've just sent you an authentication form that will help us ensure the security and privacy of your account. Could you please take a moment to log in through the form? This step is crucial for us to access your account and provide you with the personalized assistance you need. It's a quick and secure process, designed to protect your information and make our conversation as efficient as possible. I'm sorry but we cannot put a hold in the account now that the adjustments are reflected, Mike. > It has already been scheduled for the 4th of April and we really cannot expedite that, Mike. > Alright. I double checked everything. The dveice has been validated and the pending creidt is set to be applied on April 3rd > I do not have the option to have the fees from Assurant be credited immediately. We may still have to wait for Assurant to remove the charges after they had validated the returned device. > I'm sorry but we really cannot see it, Mike. This is processed by the Assurant team's system and we do not have access to it. > Please know that Assurant's automatically apply charges if the expected returned device is not shipped within 7 days which was the reason why you got charged, Mike. Also, it is still highly recommended to contact Assurant about this as they are the one who will validate the phone and remove the charges from the account. > The more user in the same location, the speed may be lowered due to congestions. > We highly appreciate you for being a customer for 14 years but please be advised that all of our customers are charged for data pass, Yan. > It is not scripted as I am currently typing everything here, Darren. That is what happens when there is congestions with the signal. We call it fair usage for all customers and if your plan has premium data, that can be used first and if that is all used up, the speed may be lowered. > Please know that for bill disputes, we can only validated the last 60 days. >I understand that you were expecting a hold on your account. However, now that the adjustments have been reflected, we are unable to put a hold on the account. I assure you that these adjustments are made with the intention of providing the best possible service to you. We appreciate your understanding and patience in this matter. >I understand that you were hoping for an earlier date. However, the schedule has already been set for the 4th of April and we really cannot expedite that. We assure you that this schedule is made with the intention of providing the best possible service to you. We appreciate your understanding and patience in this matter. >As per double-checking, I'm glad to inform you that the device has been successfully validated. In this case, the credit will be applied on April 3rd. We appreciate your understanding and patience in this matter. >I understand that you may be concerned about the fees from Assurant. However, I want to clarify that we do not have the option to have these fees credited immediately. Assurant is responsible for investigating and crediting any fees related to their services. It's important to note that it can take up to two billing cycles for credits to be applied once devices are received and validated. I appreciate your understanding and patience in this matter. >I understand your concern, but unfortunately, we do not have access to Assurant's system. This is processed by the Assurant team and we really cannot see it. Assurant is responsible for investigating and managing their own processes. I appreciate your understanding in this matter. >Please be aware that Assurant automatically applies charges if the expected returned device is not shipped within 7 days. This is the reason why you were charged. It is highly recommended to contact Assurant about this as they are the ones who will validate the phone and remove the charges from the account. >Please understand that the more users in the same location, the speed may be lowered due to congestion. This is a measure to manage network traffic and provide the best experience for the most customers. During times of high network demand, data prioritization comes into play to ensure fair access to the network for all users. >We highly appreciate your loyalty for being with us for 14 years. However, please be advised that all of our customers, regardless of their tenure, are charged for data pass. This is part of our commitment to provide fair and consistent service to all our customers. We understand that this might come as a surprise, and we are here to help you understand any aspect of your service and charges.