Please trust that I completely understand your predicament and I know that this is not a small amount. I would like to ask for your utmost understanding that credits and adjustments are provided when it is determined that T-Mobile has charged you in error. Given this situation that we are in, it has been determined that the charge was billed correctly; therefore, we respectfully decline to issue a credit for this charge.

I’m so sorry, credits and adjustments are provided when it is determined that your account was charged in error. Having looked over the information regarding this matter, it has been determined that your account was not charged for something; therefore, we respectfully decline to issue a credit for your account.

My apologies, xx. I know you're upset and that's totally understandable. I would feel the same way. However, as much as I would like to post the credit for you right now, I will also need a black and white reference for that. I will be risking my job as well if I make unauthorized adjustments. If only I could turn things around for us right now I would definitely do it. However, it is already beyond my reach. I am kind of ashamed right now that I cannot do this for you. Please accept my heartfelt apology for this.
Payment Arrangement Handling- Steps/with collection
STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help.

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.

While doing this, do you have any amount that you can settle today to lower down the bill?

STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing. payment arrangement.

STEP 3: EDUCATE / HELP THE CX on the bill - Own the No

Or not to pry, 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.

Check for Autopay Bill cycle change Rate plan change Removal of other paid features Check for EIP that will end or can be paid off early.

STEP 4: MOVE the call forward SET EXPECTATIONS

FOR PAST DUE FOR MORE THAN 31 DAYS

Updated spiels 3rd Party App There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though. Do you perhaps have an option to connect to wifi? Cause if yes, especially if you have it at home. You can also use messaging application like messenger, whatsapp or hangouts to send a message since those application can be use thru wifi. Hope that information helps