We apologize for not meeting your expectations. I already collated and notated on the account so that we can report for what has happened. Thank you for the time and effort you have shared with me today. Take care and bye for now!

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.

To set your proper expectation, as per terms and conditions, once the payment arrangement has been set, the option to edit or modify it is no longer available. No worries! I'm currently exhausting my resources to see if there are any other solutions we can pursue.

Thank you so much for sharing! Let me check other options here. You know, since we already have a set up arrangement, we always recommend to settle this on its scheduled due to make sure we can avoid further fees or possible interruption.

If you don't mind, may I know the reason for the extension you need?

I understand you needed more time to settle your finances and an active service to connect with your loved ones or work. If you don't mind me asking, may I know if something happened on why you won't be able to settle your bill on the promised date? For documentation only.

That is totally appreciated and thank you for letting me know, --- Nothing to worry because the suspension will not occur right away. You will have ample time to make the new payment arrangement and you will be properly notified via S MS once it is remove by the system. Then once you received that notification, kindly make sure to settle the minimum amount due as it will help you to create a payment arrangement eventually. Typically, your arrangement will expire within 48-72 hours after missing an installment.

Rest assured, you can set up a new one once it has been removed and your services will be in good shape moving forward.

I have some exciting news to share with you! After a thorough review of your account, it appears that we can establish a new payment arrangement to extend your payments. The only thing we need to do is wait for your current payment arrangement to be removed by the system since your account is only 14 days past due. Once the current arrangement is removed, you can create a new one. Typically, your arrangement will expire within 48-72 hours after missing an installment.

Should the arrangement removed by the system and the account gets suspended you can set up a new payment arrangement 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). But the good thing is you will have an option to extend your payment further and you will have more time to settle your bill.

Your account currently has an active arrangement, and there's no immediate risk of suspension. However, once this arrangement ends, your account could face suspension in the coming days.

Please note, if your account is suspended, a restoration fee of up to $20.00 per line (for up to 3 lines) plus taxes will apply.

To avoid this, we recommend settling the minimum balance soon. This will not only prevent suspension but also qualify you for another extension with a lower balance due, keeping your service uninterrupted and avoiding additional fees.

Also, I was checking here on your account, you have a multiple Payment Arrangement request, if you want to avoid these charges, what we can do is to change your Due Date when the time you have the funds to settle your bill and this can help to manage your finances.

Please let me know if you have a clarification on this?

As of this time, I don't see a notification on the account regarding changes to the current service status.

There is a possibility you will get service interruptions and fees which is $20 per line and max is $60. But as long as we can settle the minimum payment of $420.41 we can set up new arrangement for the remaining balance. How's that sounds?

My sincere apologies, the interruptions of services is system generated. With that we cannot provide the exact date and time. But as I am seeing it here, the account is still active even though we were not able to pay on the account. Thank you for kind understanding. Is there anything else that I had missed aside from this? If anything is unclear feel free to ask questions. I just want to make sure that I covered everything.

Thank you so much for your patience! As i have checked your current payment arrangement is in active mode while setting new or cancel arrangement it won't allow us to do that , i urge you to wait for some time once its processed or declined so we will take care of it , we can modify only within 24 hrs once its set up ,you can have complete peace of mind as there won't be any service interruption at all.

We recommended completing the payment arrangement to ensure the services will not be interrupted, and to prevent being charged additional restoration and late fees. To prevent an interruption in service and additional fees being charged to the account, we would need to settle the past due balance of XX.
In cases, that we weren't able to process the payment, keep checking the account via T-Mobile app or website to see if you will be allowed to set up a new arrangement. Would you like me to provide you with the steps on how to view or set up an arrangement on the account?

I understand the need for an extra time. With everything that's happening, you know we could see through how hard it must have been for most of us. I see that the account has set up a payment arrangement and once this is saved, we can no longer change nor modify it as per terms and conditions.

Johncarlo | 04:15am

You may have encountered before that we can set up a new payment arrangement before however it is only available as an option during the pandemic. On a further note, you have also mentioned that you wish to move the payment on Friday which we also consider. Since we are unable to make any changes on the payment arrangement that you have, we offered to cover the restore fees just in case that your service got disconnected.

Johncarlo | 04:16am

Nothing to worry as well because your past due balance is still not more than 30 days on Friday. This means that you can just simply create a new payment arrangement without settling any payment. Was I able to explain our options, CX?

We greatly appreciate you for understanding and seeing our effort to help you, Karen. We just want to make sure that we know how payment arrangement works. We can only create a payment arrangement for the balance for less than 30 days without making any payment. I see here that it is your 28th day of past due on Friday which means you are not that really required yet to make a payment. As long as yoour past due is less than 30 days, you can just simply create a new payment arrangement.

Thank you for this information. We absolutely understand needing some additional time to pay. To set your proper expectation, as per terms and conditions, once the payment arrangement has been set, the option to edit or modify it is no longer available.

No worries, there is still an option for you to have more time to settle your bill. However, please be advised you may experience service interruption and there is $20 charges for each line maximum of 3 lines will be added on your next bill. But the good thing is that it is the sign your current arrangement has been remove by the system and you can create a new one. All we have to do is to wait for the arrangement to be removed.

Please let me know if you have a clarification on this?

I know how important the services are for you. But, all accounts that missed the full payment on their due date is already at risk of service interruption, that's why we created a payment arrangement program that gives extension on all accounts with a promise to pay agreement while catching up with the bill.

No worries, once the arrangement has been removed and you have noticed it. All you have to do is to set up a new one and it will automatically restore your services.

OTR

If you don't mind asking, may I know when you are able to settle the remaining balance on you bill at least on the minimum payment?

That is the good thing about you having a plan to make a payment for the remaining balance on the account. Rest assured, once you settle at least the minimum payment on Monday, you can definitely be eligible to set up new payment arrangement and your services will be restore automatically.

I do apologize for the confusion and rest assured that I check thoroughly your account, right now the best option to extend bill is to settle the minimum for $86.41 which is the past due balance over 30 days

Since the arrangement has not been settled your services might be interrupted, but nothing to worry, that is the sign your payment arrangement has been removed by the system, But the good thing is, you can set up a new payment arrangement to extend your payment further and it will automatically restore your services.

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?

As of this time, I don't see a notification on the account regarding changes to the current service status.

To help you further, what I can do to ensure the services active, I will monitor your account and call you right away once there is changes happened and once the Arrangement automatically removed on your account I will call you back for you to set up a new one.

Restore Fees: And see that’s what should’ve been said in the first place Denise we cannot waive your fees because we have done it too many times in the past

Thanks for waiting! I can see here that the account got suspended last July 08, 2024. Late and restoration fees are charged automatically to any account that is reinstated from a suspension for non-payment status. This fee is designed to cover the administrative costs associated with reinstating service.

These fees are part of our effort to manage accounts and services efficiently and are applied uniformly, hence, it can't be waived.

New PA Spiel

Please use this when handling PA effective today:

Scenario: Last time they were able to make an exception and restore my account = Looking at the account, I see that the exception was made. This current arrangement does require $XX.XX to restore the account. If you’d like, I can help set up a payment arrangement for the remaining balance after the $XX.XX is processed. Is that something you’d like to proceed with?

-Scenario: I’m really just not able to pay anything today. = I understand; I have been there myself. Once you make the minimum payment of $XX.XX, your service will be resumed. Until then, you can use your phone for Wi-Fi calling temporarily so you have a way to communicate.

-Scenario - Asking for Payment Arrangement but has been given multiple times in the past = My goal is to be as helpful as possible in this situation and provide a long-term solution. I see you've needed to create arrangements in the past which is totally understandable, but by chance, are all your bills coming at the same time each month? If so, we can look into changing your bill due date in the future to help relieve some of the pressure. Would that help? = Another option is we can ensure your plan fits your needs and if there is anything we can possibly trim down to save you some monye.

We just want to make sure that our customers how payment arrangement works. Only balances less than 30 days is eligible for payment arrangement. As of today, your total past balance is ________ and a portion of it is already ___ days past due amounting to______

Thank you for waiting, . I can see here that your arrangement was set on 04/01/2024 amounting to $351.11. To be transparent with you, we need to settle the past due balance first for us to be able to reset the existing arrangement on the account and get a new one to extend our payment.

I am glad that we are able to provide you with multiple exceptions regarding the arrangement. After recent T-Mobile.com enhancements, we no longer support deleting a Payment Arrangement when the account has a past due balance. Failure to complete the existing payment arrangement may result in suspension of services and additional fees.

To extend my help I am happy to note your account of your intentions to pay, however a note on the account does not secure your services from suspension and additional fees. May I ask what payment method are we going to us so we can notate it on your account? Raymundo | 02:23pm I know how important for us to have more time make a payment and we want to help you here in T-Mobile.

I really want to help and here are some recommendation that you might consider in the future. We can change your bill cycle due date on your preferred date and also we change your plan to most affordable plan.

Also, I do see here that your account plan is eligible for the Auto Pay discount. We highly suggest enrolling your account to auto pay once it goes back to current so you will receive $5 discount per line a month. This will lessen your account monthly bill. Raymundo | 02:26pmFro It seems like you're busy right now but we know life can get hectic. I certainly do not want to miss a chance at helping you further. Rest assured that we notate everything here especially that you will make a payment on Wednesday.

For your future reference: You can view and pay your bill by clicking on this link and signing into your T-Mobile account:
t-mo.co/TeleBillInfo

We do really appreciate you for staying with us for more than 16 years and we are looking forward to have more business with you.

Once again this is Mon, your representative for today! Have great day, stay safe and healthy! Goodnight Jeannette! Take care and have a wonderful rest of your week.

Can pay within Grace Period

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 on or before its due it will still count on the agreement and you can set up a new Arrangement for the remaining balance

You don't have to worry as you can add or remove this sim protection using our T-mobile app.

T-Mobile’s SIM Protection feature gives the highest level of protection from unauthorized SIM card changes happening on customer's accounts. With this feature, changing SIM cards would be blocked until the feature has been removed from the line.

Payment Arrangement Fall off

To maximize the dates of extension, you have the option of letting the [First Installment] fail. Once it fails, the whole payment arrangement will be removed automatically by the system.

Once removed, you may create a new Payment Arrangement without a minimum amount to pay. It's worth nothing however that there's no specific time and date as to when "this" payment arrangement will be removed but the estimate dates would be between _______ and _______.

It's advisable that you monitor your T-Mobile online account at least every 6 hours to be able to set up the new one as soon as the "old" one falls off.

The risk of suspension only occurs 24 hours after the payment arrangement has been removed.

If you'll be able to set up the New Payment Arrangement as soon as the old payment arrangement is removed, there's no risk of service interruption -- which is why it's advisable to monitor the T-Mobile Account at least every 6 hours.

Pag masususpend; Payment Arrangement Temporary Restore

We don't normally do this , but here's what I can do. I can set series of follow ups until [_____] to manually restore the service if it happens that Suspension occurs before the payment.

Please be advised that restore fees plus tax will apply for every Suspension and Restoration instance.

Would you have any other concern before we go ahead and finalize the follow ups?

PAYMENT ARRANGEMENT that has 31+ days past due and service is active:

We completely understand that managing our finances can be challenging at times and you actually have the option to settle the bill on the said date if that's the time you can but please know we cannot guarantee on when our services will stay uninterrupted. It only says here that our account may be suspended any time once there's a past due balance in the account so we are encouraging you to settle this as early as you can. We are also looking forward to it as we don't want you to experience partial interruptions on your phone service.

We are sincerely asking for your kind understanding on this one. On top of that, we know you're doing your best to manage all the bills especially for our phone lines which is our way to communicate.

As long as we settle the minimum amount of $XXX on the DATE then we can proceed with setting up a new payment arrangement on our account. With this, we can get the extension that we need for paying the remaining balance on our phone bill. Adding up to that, an existing arrangement well ensure our phone services!

--------------------- Other Agent----------------- I get it, times are tough right now. T-Mobile's number one priority is helping you and your family through these times. I'd be happy to help you with this!

Thank you so much for your patience, as per checking here, there was an arrangement set up, in couple of days the arrangement on the account will automatically be removed, once it does you can set up a new arrangement, giving you more days to pay the bill, may I know how does this option sounds?

Since you have an active Arrangement on the account it will secure your service. However you might experience an interruption but nothing to worry that is the sign the arrangement was falls off and automatically remove the active payment arrangement for you to set up a new one.99497-7414-436e-8af0-a2a54e6aeb09

Visual Audit

Upon further checking here on your account, you have a full balance amounting to $629.15 and Past due balance amounting to $314.11 with current Payment Arrangement scheduled for 01/03 - $157.19 and 01/15 - $157.18. No minimum Payment.

If you don't mind asking, 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.

But nothing to worry I was able to help you to file a request to my colleague to have your extension of your bill.

As of this time, I don't see a notification on the account regarding changes to the current service status.

The due date of your bill was on 11/28and you have already extended this date till 01/16 and once an arrangement is set we can only modify it within 24 hours from the creation as it is created through an agreement and your account is active because of the arrangement and even if there was any options to delete the current arrangement your account will be suspended right away.

No worries, let me discuss your issue with my backend team. I will give my best to bring a smile to your face before the chat ends. Please stay connected.

To help you further with this Allen. I will file a request to my colleague to have your extension of your bill and be move on 02/03. No worries

Also to set your proper expectation, once the Payment Arrangement has not settled the system will remove the current Payment Arrangement and once removed you can definitely set up a new one to extend your payment.

Please let me know if you have a clarification on this?

ADVISEMENT!!!!! Please be advise that once we set up a payment arrangement we can no longer make changes on the date and amount, unless there is no past due balance or it was set up within 24 hours.

I have some exciting news to share with you! After a thorough review of your account, it appears that we can establish a new payment arrangement to extend your payments. The only thing we need to do is wait for your current payment arrangement to expire since your account is only 30 days past due. Once the current arrangement expires, you can create a new one. Typically, your arrangement will expire within 24-48 hours after missing an installment.

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.

As per checking it here, you can definitely set up a new arrangement to extend your bill! What can be done is wait for the arrangement to fall off and anytime after the scheduled date, the arrangement will be remove automatically by the system and that's the time that you may set up a new arrangement for more extension and to secure the service. Kindly keep an eye on this using the app so you can set up right away!

Please let me know if you have a clarification on this?

Right advisement Also to set your proper expectation, once the Payment Arrangement has not settled the system will remove the current Payment Arrangement and the service might interrupt. No worries, the good thing is that is the sign the Payment Arrangement remove by the system and you can set up a new one to extend your Payment.

Please let me know if you have a clarification on this?

I will help you with that information, Pia. upon checking the details I can see that you have the active payment arrangement where the dated cannot be changed and I suggest you to wait for the active payment arrangement fall off and then you can set up the new payment arrangement and then you will have the time for 2 installments again.

Oh! Thank you so much for sharing that to me. I a actually a breadwinner myself and I understand the we have other bills to pay as well.

Your commitment and efforts in keeping up with the bill is remarkable! That's more than enough for us.

As per checking it here, you can definitely set up a new arrangement to extend your bill! What can be done is wait for the arrangement to fall off and anytime after the scheduled date, the arrangement will be remove automatically by the system and that's the time that you may set up a new arrangement for more extension and to secure the service. Kindly keep an eye on this using the app so you can set up right away!

I understand the importance of having your service active 24/7 to stay in touch with your love ones. I am also a customer like you and I can certainly relate to your situation. Johncarlo | 06:59pm To set your proper expectation, due to late payment there is a charge that may apply on your bill and due to non-payment, there is the possibility of service interruption.

No worries, I got you on this. I was able to file a request to waive a late fee charge on your account. As of this time, I don't see a notification on the account regarding changes to the current service status. We will call you back tomorrow to give you an update.

Shall we?

Thank you for patiently waiting. We can totally pay the $200 today, this will definitely reduce the second installment for your payment arrangement, although the services isn't guaranteed, the system will try to clear out the existing payment arrangement. Once it happens, you can be able to settle the minimum payment of $143.28 so you can set up a new payment arrangement on the account. We best suggest to keep an eye on your T-Mobile account once the system tries to reset the payment arrangement.

Are we clear so far?

From TL

I would like to set things straight in this conversation that once the payment arrangement is created we can no longer make any changes in it, hence, missing the agreed installment date may result to a suspension of the account for failing to honor the agreement. I understand the current situation customer.

If you would like, I can assist you in changing your due date to a more convenient time for you to help you better manage your bills and prevent future suspensions. How's that sound?

Great news! Although we are unable to modify your current payment arrangement, we can wait until it expires. Once the existing arrangement expires, you can establish a new payment plan to receive a further extension.

While I still have you here, do you perhaps have any other concern related to your plan, bill, promotion, network to ensure we can make your day better?

Remove the "to ensure we can make your day better?" instead While I still have you here, do you perhaps have any other concern related to your plan, bill, promotion, network ?

All accounts that missed the full payment on their due date is already at risk of service interruption, that's why we created a payment arrangement program that gives extension on all accounts with a promise to pay agreement while catching up with the bill.

this arrangement was taken advantage of last (date when the PA is set), however it still shows a failed status causing to trigger that suspension.

Good thing that as long as you settle at least the minimum amount of ____ (which is a portion of the past due), you can re-qualify again for another payment arrangement.

This option is actually not available to all users but we understand your situation and making that payment allows you to have a more manageable bill.

how does that sound?

Empathy no payment

I absolutely understand the situation. I took the liberty of checking the account and if ever we may fail paying the account right now, your outgoing services and data will be impacted but the Incoming calls, text will still be intact. At this moment, it would be best to connect to a Wi-Fi either at home or if you can connect to a public Wi-Fi to use data.

You can also use some third-party applications like Messenger, WhatsApp, or Hangouts to send a message since those applications can be used via Wi-Fi. Then, once you have enough funds to take care of the account, you can start making the payment.

EMPATHY SA WALANG PAMBAYAD I'm truly on your side on this, Keith. I know that we need our services to be restored. To be honest, if only I could help you with this, there'd be no reason for me to refuse to give you such a privilege.

It has been my sincerest intention to extend all the help that I could provide and we truly appreciate your patience with us yet as of now since we are being allowed only once the payment is made, once we have settled the minimum balance, rest assured that our services will be restored and we can set up a payment arrangement for the remaining balance on the account. We're hoping for your kind understanding in this matter. Torrero, Johncarlo

To qualify for T-Mobile to reimburse your remaining device payment balance, up to $800, you must:

Have a device financing agreement on an eligible device with AT&T, Verizon, Spectrum Claro, Liberty (Puerto Rico), Xfinity or UScellular and have had the agreement for at least 90 days on that network.

Activate a new voice line on a qualified rate plan. All plans currently sold by T-Mobile are eligible with some exclusions. Talk to our customer support team to see which plan is best for you.

Before you bring (port) your number to T-Mobile, ensure your phone is unlocked and ready to go on our network. It’s quick and easy to check your phone’s compatibility here. For customers with phones locked to the carrier (AT&T, Claro, Liberty (Puerto Rico), Spectrum & Xfinity) you will have to pay off your phone, request unlock from your previous carrier, and wait for your unlock request to be granted (typically takes 1-3 days) prior to bringing (porting) your number over. Bringing (porting) your number to T-Mobile prior to unlocking your phone will result in loss of access to service on the T-Mobile network due to your current incompatible locked phone. Capture a clear screenshot or image of your phone’s financing details including the previous carrier’s name & phone number, phone’s make & model, phone’s payment balance, phone financing start date (showing a minimum of 90 days with prior carrier or number of payments made). Bring (port) your number over to T-Mobile only after you have confirmed your phone is unlocked. Phone numbers previously reimbursed for Carrier Freedom or Keep & Switch and later ported to another carrier are eligible to submit for reimbursement again after two years has passed since your last approval and reimbursement via either Carrier Freedom or Keep or Switch. Submit for reimbursement at www.switch2t-mobile.com within 30 days of activation.

Fall Off

Rest assured, you can set up a new one once it has been removed and your services will be in good shape moving forward.

I do apologize for the confusion and rest assured that I check thoroughly your account, right now the best option to extend bill is to settle the minimum for $86.41 which is the past due balance over 30 days

Pag masususpend; Payment Arrangement Temporary Restore

Remove the "to ensure we can make your day better?" instead While I still have you here, do you perhaps have any other concern related to your plan, bill, promotion, network ?