Is it possible for you to reach out to any family members or friends to see if they might lend you the remaining $xxx to help you complete the minimum payment to set up a new arrangement to restore the service and have a payment extension? Believe me Diamond, if there's any option for me to immediately restore the service, I will do it without any hesitation since I myself is a mom and I know the struggle. Right now, the best option for us to move forward is to settle the minimum payment. ------- Rest assured, xxx, if there were any way for me to immediately restore the service, I would not hesitate to do so, especially I understand the challenges as a parent myself. It's not necessary to pay the full balance of $xxx at this time. The system is only requesting a minimum payment of $xxx to establish a new payment arrangement, which will allow for the service to be restored and a payment extension to be granted. Meanwhile, as you arrange for the minimum payment, you might want to consider using available Wi-Fi connections, enabling Wi-Fi calling, or utilizing third-party apps for texting and calling functionalities. --------- I understand how important it is to your services stay up 24/7. Since our system is not allowing us to make alterations once the payment arrangement is already set, what we can do is just settle the amount as soon as we can. To be honest, there is possibility that the services may get disconnected and restore/late fees may be incur once this happens, but the good thing about this is that once you settle your payment on the XX, your account will be safe from interruption. Thank you for the confirming that information to me, CX! To answer your question, the account has 31+ days past due amount. We cannot process the creation of another payment arrangement as of now. You will still be able to receive incoming SMS and calls on TMO Network or Wi-Fi Network. Voicemail retrieval, together with outbound calls and/or SMS will be suspended except call to 611 or 911. Data services will be available only when trying to access your T-Mobile App, My T-Mobile, TMobile.com and short links like t-mo.co/pay. For the mean time, you may connect with the available WiFi, activate the WiFi Calling features and you may use the 3rd party application for text and calling features instead. - Would you be interested in discussing potential ways to reduce your bill, such as changing your rate plan or changing your current due date? I aim to find a solution that benefits you in the long term while still maintaining your essential services. --------- Rest assured, making a partial payment is a great step as it helps lower your overall bill. After you've made the partial payment, we'll assist you with the temporary restoration of your service to ensure it's active again. Does that work for you? Just inform me when you're ready, so we can explore other avenues to assist in temporarily restoring their service, okay? Thank you for your patience. Here's our plan of action: We will temporarily restore your account and to further assist, I am going to submit a Collection Hold request for the minimum amount of $163.91. Once this request is approved, you will be notified, giving you ample time to make the payment. This process typically takes 1-3 business days, but rest assured, I will expedite this request for you. Additionally, I will follow up with a call on April 5 to ensure everything is clear and that the related team is informed about your situation. To proceed, may I have your active email address, please? Great news! I just want to inform you that the account is already restored and in addition, I was able to submit the Collection Hold, I'll be calling you back this coming April 5 to confirm the Collection hold request. Suspended: - Oh! I'm sorry to hear that the service has been suspended. I know how important it is for your service to be restored since having communication right now is a must. No worries, I got your back! I'll be checking the possible options and ways for us to restore your account. I really appreciate you waiting in line! I definitely understand that you'll need to activate the service right now. - As per checking on the account, we have another option to restore the account and we are only one step away. Right now, you only need to settle the minimum payment of $xxx which is 31+ past due days balance and after that we could already set up a new payment arrangement to restore the service. May I ask if you can now settle the minimum payment to set up a new arrangement? - As per checking on the account, we have another option to restore the account and we are only one step away. Right now, you only need to set up a new arrangement to restore the service. May I ask if you will be able to fill out the secure form so we can help you set up a new arrangement please? - I really appreciate you for letting us know. Give me a few minutes, I am already discussing this matter with my support. We don't usually do this but I don't mind extending all the possible options to help you further. Oh my, I am so sorry to hear about that. We truly do appreciate you as well here on making sure to settle your payments and catch up to your bill as soon as possible. No worries, I am now checking on other options for you here on our end as we speak for us to help you out on this matter. Please be advised that you currently have a xx past due days and we cannot prevent any account suspension if there's no new arrangement set up. As much as possible, I want to be transparent with to prevent any account suspension. If the account has a 31+ past due balance, we cannot control any account suspension unless the payment arrangement were set up. With this, the best option that we can do is to help you with the temporary account restoration and you are advised to settle the minimum payment as soon as possible to set up a new arrangement for the payment extension. Great news! I already got the approval from my support. The best option that we have right now is a temporary restoration instead that will last for 24-48 hours and you'll have to settle the minimum payment of $170.65 as soon as possible so you could set up a payment arrangement to prevent any service disconnection. Should we proceed? Thanks for your cooperation with me xxx! I'll go ahead and process the restoration of the account. Just bear with me. I'll keep you updated once I'm done. Great news! I just want to inform you that the account is already restored. You may now use your T-Mobile service. You can go ahead and restart your device. Service will be perfectly working by then. Please don't forget to settle the minimum payment and set up a payment arrangement as soon as possible. - May I ask if you can try to restart the device to make sure that you already have a working services please? - I apologize for any inconvenience this may have caused. I understand that this is not the ideal solution you were hoping for, but please know that our decision was made in the best interest of avoiding any potential complications in the future that can affect the account in a long run. We suggest utilizing Wi-Fi calling or temporarily using another device to make calls in the meantime. Your understanding and patience are greatly appreciated. - I really appreciate you waiting in line! I definitely understand that you'll need to activate the service right now. As per checking on the account, we have another option to restore the account and we are only one step away. Right now, we only need to set up a new arrangement. May I ask if you can fill out the secure form so I can set up the arrangement on your behalf please? Fantastic! With the approval from your support, we can proceed with a temporary restoration of your account. This means we'll reactivate your services for the time being. However, it's important to note that you'll need to make any necessary payments moving forward to establish a new arrangement. This will ensure your account remains in good standing. Shall we go ahead with this plan? --- You'll also receive confirmation text/email about this change. I want to thank you for your patience and understanding while waiting. 🙏 For your future reference, Once you're able to settle the minimum payment amount of $XXX, you can definitely set up a new payment arrangement that will help you to manage the other past due balances on the account. You can simply set up a new payment arrangement by just logging in to your T-Mobile account. You may set up a new payment arrangement on this link: https://www.t-mobile.com/support/account/payment-arrangement?cmpid=hw_send I'm very pleased that we've been able to help you today by restoring the account and self help option to set up a payment arrangement once you settle the minimum payment. I highly appreciate all of your time. I'm very pleased that we've been able to help you today by restoring the service and self help option to set up a new payment arrangement once you settle the minimum payment. Thank you again, and have a great week! As per checking on the account, we have another option to restore the account and all you need to do is to set up a new payment arrangement. May I ask if you can try to set up the payment arrangement using the T-Mobile application please? ------------------ Restoration Fees - Please be advised that the restoration fees are valid charges since you will be charged $20 per line and maximum of $60 lines when you failed to settle the past due balances and the account got suspended due to non-payment. To further extend my help, may I know the reason why you failed to process the payment within the given timeframe so we can check the other options that we can do on our end please? I appreciate the additional information, Royce. This is certainly not the experience we strive to deliver, and we appreciate that you are looking out for your account proactively. Just to set your expectations, each instance of suspension and restoration is always subject to a Restore fee of $20/line + taxes for each of the first 3 lines on the account. These charges are valid. But for a valued customer like you, I will request this with our support team on your behalf. Sounds good? Thank you for letting me know. Just give me a few minutes to confirm the possible option that we can do. I am now discussing this matter with my support. I'll let you know once I'm done. Great news! Here's what I can do, as a one time courtesy credit, I will apply the $60 to help you cover the restoration fees but moving forward once the account got suspended, the restoration will be valid charges. Sounds good? With this, we recommend to set up an Autopay in the future and take advantage as well the $5 discount each line. No worries, I'll go ahead and process the account restoration and submit as well the credit request for $60. Thank you for waiting! As a one time courtesy, we will apply a $60 credit on your account to help you with the restoration fees but moving forward, you are advised to settle the payment within the given due date on each payment arrangement to prevent these incident. Sounds good? ---- Own the No - Right now, the account has a total $xxxx account balance which is xxx past due days. The good thing is that you don't need to settle the full account balance, all you need to do is to settle atleast xxxxx minimum amount to set up a new arrangement that will help us restore and have a payment extension. Thank you for waiting in line! I'm so glad that you've been able to keep your services for the past 69 days. In order for us to continue to keep those services on, we do need to get that payment you agreed to. This is going to make sure you're not stuck paying a larger sum of money later and prevent you from incurring any type of restore fees. The last thing we want is to suspend you or wind up taking more money from your pocket later on. We know how important it is to have a phone that's working all the time. We tried everything we could though and the system isn't giving us the option to manually restore the account this time, unless the minimum payment were settle. You can make the payment and then set up a payment arrangement when you're ready, in My T-Mobile or in the App. I really appreciate your kind understanding. We truly do appreciate your time and effort here today with me and we truly want to help you out on this matter. However we are unable to go through since the account is currently xxxx days past due. The most important thing is that we have a resolution that works for both today and the long-term for you. Right now, it would be really better to minimum past due balance on the account so that you can set up a new arrangement and have the account further secured. We truly appreciate your time and effort here today with me. Please do let us know if you have more questions about this matter. Rest assured as well that setting up a new payment arrangement is worth it so that it will help out paying off your bill in small amounts with a further date. Once you're able to settle the minimum payment amount of $XXX, you can definitely set up a new payment arrangement that will help you to manage the other past due balances on the account. You can simply set up a new payment arrangement by just logging in to your T-Mobile account. You may set up a new payment arrangement on this link: https://www.t-mobile.com/support/account/payment-arrangement?cmpid=hw_send I was able to check here that multiple restoration has been provided on the account. I hope that you understand that the payment arrangement facility was programmed unmodifiable as you already committed to paying the balance that has been due before and was allowed an extension. As of the moment, the system is now requiring us to collect the minimum past due balance to help you set another payment arrangement (PA). I'm really sorry because we cannot restore the account anymore. Hope you understand that we are also doing this to help you make sure the bill won't go high. If we restore the account. It will only last within 48 hours and then you will be charge again for $20 plus tax for each line for restore fees. Thank you so much for letting us know about this, Thomas and believe me, we truly understand how important this is for you so that you can be connected with your loved ones. However, the account is currently 39 past due and it would be really better to settle the minimum past due balance as soon as possible. 🙏 ---- OWN THE NO - Trust me xxxx, we never want to add up on your plate and we know as well how important for you to get your services back. Yet, your bill will just keep on spiking if the account will be forced restored without any payment because of the restoration fees and future bills. Once you are ready to make the payment, you can use this link at your most convenient time: Here's a link to make a payment for free! https://t-mo.co/MSGotp Keep safe! I understand the needs for more time in paying the bill and we are so happy that we are able to accommodate and worked with your request in the past in extending your payment, However, right now we have already maximize our options in providing you ample time in making the payment. I deeply apologize if we are no longer able to setup a new payment arrangement nor restore your service because I am afraid that doing so may cause multiple suspension. We don't want you to experience service interruption again that will automatically generate multiple restore fees of $20 per line on your account. We really appreciate your kind cooperation and understanding!