https://c2.t-mobile.com/offers/bb13d https://c2.t-mobile.com/plans-features/hsi-save-plan-care-only https://c2.t-mobile.com/plans-features/tmobile-backup-internet-plan $35 save offers // https://c2.t-mobile.com/offers/bb13d // HSISVO If you keep the line, we will be applying $35 on your Account on your next bill that will help lower your bill. Thank you for giving me the opportunity to share an option for your line. I completely respect your decision and am here to support you through the process. By default, line cancellations take effect at the end of your billing cycle which is on 9/06/2024. This approach is designed to maximize usage and prevent any potential billing conflicts. For this, Will set up a follow here for your cancellation request on 09/20, we will call you by 09/20 to confirm the cancellation, or you may also call by 09/20. Do you have questions so far? Sample Positioning statement to save a customer It really saddens me that you are considering in removing one of the lines on the account. I hope you don't mind me asking, may I please know the reason behind it? I definitely would like you to be aware of the option that you may take before we have it cancelled. May I please ask if you are interested to have it converted into a voice line instead and have friend/relative to take over? Leaving is surely the last thing we would like to hear from you. I hope you would allow me, may I please kno "Thank you for sharing your concerns with me. I understand that you're considering cancelling your service, and I want to assure you that your satisfaction is our top priority. I've taken a look at your account and I see that we have some options that could better suit your needs. For instance, we could explore different plan options or device solutions that could address your concerns. Remember, these offers are only valid during this call and may not be available in the future. I'm here to work with you to find the best solution. Can we discuss these options further?" Name Home Internet Cancellation that it should be done within the same day - if its within the 15 days period from the activation, we will follow the Test Drive handling but if it's more than that 15 days period, it will be canceled within the same day The same info can also be found in the - Cancellations - https://c2.t-mobile.com/accounts/cancellations T-Mobile Home Internet: All Home Internet cancellations must be done as same day cancellation. Refer to Cancel Home Internet for the cancel process. https://c2.t-mobile.com/home-internet/cancel-t-mobile-home-internet https://c2.t-mobile.com/home-internet/save-guide-and-procedures-home-internet https://c2.t-mobile.com/offers/2cad7 We must reinforce the value of T-Mobile Home Internet before proceeding to cancel. -No hidden monthly fees -No annual contracts -No complicated installation -24/7 Live technical support -One bill for all T-Mobile services We appreciate you for allowing me to discuss few option here on my end, I can't imagine how exactly you were going through but rest assured that I will be here for you. If you mind me suggesting this to you, I can see here that your close date was 04/18/2024 we can suggest to process cancellation of your 4 lines into your close date. This way it can help to avoid prorated charges on the account. Would you consider this? >> Let's start our save attempt using possible resolution offer such as Change product type, Rate plan and add on feature analysis (bill reason) , offer TS,( For network related reason) and so on >> Last save attempt will be asking for COR option" Is there any family member/friends who wants to take ownership of your account?. >> For highly escalated, repeat contact na galit, death reason - work with urgency we can do effective cancels na CANCELLATION SPIELS - I know this is important for you. No worries, I got you here. I just wanted to ask if you wanted to cancel the line 8179 that associated with your ipad? We respect your decision and will be willing to assist you. But knowing that you want to cancel a line, sadden us greatly. May we please know what made you come up to this decision? We respect your decision to cancel this line, we tried working to complete this request however, our cancellation is system generated that can only set to be cancelled effective < Close date> to allow our customers to still use the remaining days of the service that was already charge on your current bill. Rest assure that the requested line will no longer reflect on your new bill cycle and charges. I was able to successfully set up the cancellation on DATE. Rest assured that you consider it done. I'm glad that was able to assist you. Just a quick recap, I have set the cancellation request. SAVE ATTEMPT I definitely would like you to be aware of the option that you may take before we have it cancelled. May I please ask if you are interested to have it converted into a voice line instead and have friend/relative to take over? I really appreciate you for letting me know. I do hope that you can consider us on the future. For us to proceed, by any chance, would you like to consider to convert it to watch or tablet line or you would like to suspend it for a while so for the future you can save $35 activation a line? - I understand how you're feeling. May I know if you have a plan in the future to add another device on your account, You can definitely use the number that you want to cancel you can save $35 in the future for the activation fee of the line. Would you consider this? I totally understand you on that. If you don't mind, May I ask if you want to convert this line to voice or watch line? I can recommend here that we can suspend this line for the meantime and if ever you need it for future purposes you can restore the line anytime. Would that work for you? I do understand on that. I just want to set expectations that if we suspend a line there will be a $10 fee. In addition, you can save $10 from the $20 restore fee if we will be proceeding the suspension instead. Would that work for you? I really appreciate you for letting me know. I do hope that you can consider us on the future. For us to proceed, by any chance do you have any family member to take over the lines or would you like to consider converting the line XXX to Watch line or iPad line? By any chance, I do hope that you can consider us on the future. For us to proceed, by any chance do you have any family member to take over the lines or would you like to consider suspending the line for the mean time so you can use it in the future? By any chance, Is there anyone that can take over this line or considering to convert it to watch or tablet line? HOME INTERNET LINE CANCELLATION ADVISEMENT - Please be advised that you will receive a SMS and email notifications regarding with the cancellation and you'll receive as well a return shipping label for the Home internet gateway via email. CANCELLATION ADVISEMENT - It does sadden us that we will be removing the line, but we respect your decision on this. I wanna make sure I can at least give you the complete advisements 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. 5. Your account will be ineligible for new promotion within 90 days from cancellation. Shall we proceed? Previous Promise for cancellation: (Subject for adding to your opening spiel) It saddens me to hear that you wanted to cancel you line with T-Mobile; and I personally understand that promises are meant to fulfil but nothing to worry I am now here to assist you and we'll get through this together. You got me here and I will assured you that I will definately take care of your cancelation, While I am reviewing your account can you please tell me the reason behind this? ______________________________________________ (Optional Spiel) As representative here in T-Mobile we care for your reqeust and you got me here and I am on your side. I will make sure that I will do all ways to further help you on this. ____________________________________________ (Suggestion to cancel on close date) I was able to review your account and I was able to check it thoroughly, I am afraid that if we cancel this line ending **** it may affect your current billing due to prorated charges. Since normally we can process cancelling this line at your end of cycle in this way you will not received any additional charges on the account and the good thing here is the cancelation of the line will be effective on your next billing cycle. Sounds like alternative option rigth? (Offering Call back) You might thinking how will you know or assured that this line will be cancelled? For this since I will be taking care of cancelation of your line, Once I was able to process this, you will received a follow up call back on your line ending on this day __ so that you will get notified. Would this work for you? Its saddens me to hear that you were thinking of cancelling your service. Just an heads up that our team is currenlty workin gon this and I understsnad that this is not what we expect with T-Mobile services. Alternatively, Since this is currenlty on going we highly suggest to perfrom troubleshooitng steps as this is known issue happening in your area but what we can guarantee that our engineer is currently working on it. Inline to your qeustion about charge for cancelling the service, Once we reqeust this it will take effect on your next billing cycle and you will recieved a final bill oin your email address. But despite on wghat happen we hope you still give us chance to work on this as soon as possible.May we know if would this worjk if we call you tommorow to see if this is currenlty happening and we can provide an realtime update?