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BILLING SIGNATURE

Hey @@@! Thank you for chatting with me. This is Dennis, your T-Mobile Messaging Representative today and I’m here to help you with anything you need!

BILLING PROBING

Have you made changes to your service recently?

May I know what yosur expected amount is?

What are you looking to spend each month?

What services are most important to you?

AAA

I appreciate how you take time to look in your bill and being on top of it. That's truly remarkable! I'll make your time worth it in getting this clarified for you crystal clear.

I would want to make sure to keep track of my bill, if I were in your situation. No worries, we will look on to it immediately. May I know what your expected amount is?

I have had to deal with a similar problem, so I understand very well. Let me see if there's anything I can do to help you.

If I were in your situation, I would be asking the same questions you are. I will be happy to help clarify the charges on your bill. I can certainly help you with this.

I do want to make sure you're getting the most you can for your money. No worries, I will be delighted to clarify this for you.

I'm glad you reached us today about your billing concern. I know how important it is to know what we are paying for. Nothing to worry about, I am more than happy to check my resources and also find the details on your bill. Can you tell me more about it?

I'd be happy to help clarify your bill for you! Have you made any changes to your account lately?

I can totally get how frustrating it can be to receive a charge that you weren't expecting, especially when you've just started to use the feature. If I were in your situation, I would feel exactly the same way you do. I’m here to take care of this for you. Please wait a couple of minutes while I look up your purchase history.

BILLING INQUIRY

I would love to make sure that everything will be clear for you. Upon checking here your monthly recurring charge is just around $$$$. It shows that your current bill is $$$$, it is significantly higher due to [reason].

I appreciate the insight, @@@! The plan, device installment and protection plan are all included in the bill. Rest assured that you are not getting extra charges on your bill, as everything on the bill is not included unless we make changes on the account. Please let me hear your thoughts.

Thank you for patiently waiting. I was able to see your account and you are correct, the plan is @@@. I can say that you definitely have the best and coolest plan with T-Mobile as most of our offers you can take advantage of requiring Magenta Max plan. On top of the you have unlimited premium data where you don't have to worry on your network getting slow. In terms of the devices, 3 of the lines are acutally getting promotional credits which basically gives a less monthly charges line.

BILLING BREAKDOWN

Thanks for waiting patiently, @@@! I have verified all the charges in your account and was able to see here that the amount that is billed to you for this month $$$$. This is due to following charges:

Line:

Plan:

Device:

Insurance:

One Time charge: Late fee for invoice due on Date 00/2023.

Amount:

Total Monthly Charge:

Would you mind telling me which of these charges are you not aware of?

PA EXTENSION

https://c2.t-mobile.com/accounts/collection-basics-overcoming-hesitations

https://c2.t-mobile.com/accounts/collections-call-flow

https://c2.t-mobile.com/accounts/payment-arrangements

I absolutely understand that we are needing some additional time to pay. No worries, I want to make sure you stay connected and I'm happy to review your account and determine what options we have available.

No worries. Sounds like you may need a payment arrangement to help you with securing the account and giving you a bit more time to pay. To qualify for an arrangement, your account will need to be less than 30 days past due. I recommend making a payment for your oldest past due balance amount of $$$$ so that we can get the arrangement secured. Will that work for you?

PA EXTENSION - SELF SERVICE

Thank you for giving me the opportunity to find the best possible option for your situation. While I look at your account and available options, may I please know if there is any amount that you would be able to settle today?

Great news! I do see here that you are eligible to set up a new payment arrangement. I can definitely help you with your payment arrangement today! Just be aware that setting it up with me will be an additional $10. But no worries, you can avoid that charge by using self-help to set it up for free. Just follow these easy peasy steps:

Open the app and tap BILL.
Tap Set up a Payment Arrangement.

Here's the link for the steps above: t-mobile/payment.arrangement/support.com

PA EXTENSION - CSR PROCESS

By the way, have you try to set up the arrangement in full balance? This will allow you to choose the best date available for the arrangement. It will also allow you to set up the full balance in two installments (two due dates). Kindly let me know if you encounter something in setting up, I am just here to help you :)

No worries. Would you like me to set it up for you? I can definitely do this on my end.

I'm back! I see that we can set up the arrangement on these best dates available:

00/2023 - $$$$

Are we good to set this up? Please know that once we set this up we can no longer change nor delete this.

I will be sending a secure form for verification. Kindly fill out the secure form for the card on the file of the arrangement. Are we all good at this?

Thanks for letting me know. I completely understand your situation. I was able to check your account here and we were glad that we were able to set up payment arrangement for you before. Once a current arrangement is set up and still active, we are unable to remove or update this for you. Let me look for more options that I can do for you, okay?

T-Mobile is committed to providing excellent help. In that regard, you may go ahead and make the payment on the account on 00/2023. We will keep the arrangement active and if no payment is received on the 0000th, your service

s will not be interrupted as long as you can settle the bill on 00/2023.

CANNOT PAY - NO PA

I really appreciate your time in reaching out about your past due amount. I understand just how important it is to make payments on time to keep our services up and running! No worries rest assured that we will resolve this issue together. So that I can look into this further, may I know the reason why you are unable to pay your 1st/2nd payment?

If your account is past due and you need a little extra time to pay your bill you may be able to set up a payment arrangement. I recommend making a payment for at least half of the balance on 00/2023 and the remainder of the balance on 00/2023. This will keep you connected with absolutely no worries of suspension and give you the time you need to pay. How does that sound?

Before we start, I'd like to inform you that there is a $10.00 support fee if we process this on our end, but don't worry we have a way to save some time and that $10.00 fee by using the T-Mobile app's self-service through this link: t-mobile/payment.arrangement/support.com Which would you like to do?

Awesome, setting up a payment arrangement for your T-Mobile account is quick and easy. Just follow these easy peasy steps: 1. Open the app and tap BILL. 2. Tap Set up a Payment Arrangement.

CANNOT SET PA

I have encountered a similar issue, so I understand it quite better. I am happy to discuss options with you to help you stay connected.

PA REMOVAL - NO PAST DUE

We don't normally do this, but please allow me to delete the existing payment arrangement. Once it is deleted, we will now be able to create a new one and pick a later date. Sounds good?

Awesome! I was able to successfully removed the previous payment arrangement. We can now proceed in setting up a new one. May I please know if you prefer to set up the new one through the app?

Great news! Since you don't have any due balance, I can definitely help you remove the active payment arrangement in your account. Let me go ahead and process this for you. Sounds good?

I am happy to let you know that I have successfully removed the active payment arrangement in your account.

PA REMOVAL - MINIMUM PAYMENT REQUIRED

The good thing is you're just one step away from setting a new payment arrangement. All that we need to do is lessen the days past due by making a payment of: $$$$. Once that is settled, we can immediately set you up for a payment arrangement. Would you like to set it up today?

I completely understand that having sevice is important and I would love to do everything I can to help. We are currently one step away from reactivating your lines and getting you back in touch with your family and friends. System may just need to detect atleast $$$$ payment for us to proceed. Can I help you take care of that payment today?

The most important thing is that we have a resolution that works for both today and long-term for you. Please know that for us to set up a new arrangement, the system requires the account to settle at least the minimum payment of $$$$.

CANNOT SET PA - REMOVAL PA - FALL OFF

I see that the account has already payment arrangement set up and once this is saved, we can no longer change nor modify it. In this case, you only need to do is wait for the arrangement to fall off, and anytime today or tomorrow, the arrangement will be removed. Kindly keep an eye on this so you can set it up right away!

As per checking here the system will automatically delete the current payment arrangement once it was unsettled until the 0000th as T-Mobile have 48 hours grace period for you to help you catch up. And once it's deleted, the service might experience an interruption if you're unable to setup a new one.

But here's the good news. Your account has a $$$$ minimum payment so that once the payment arrangement was deleted by the system on 0000th, you can definitely set up a new one so you can have further extension and secure the service.

Setting up a payment arrangement for your T-Mobile account is quick and easy. Just follow these easy peasy steps:

Open the app and tap BILL.
Tap Set up a Payment Arrangement.

BILLING REMINDER EVEN AFTER PA

I understand that you are concerned about the remainder scheduled for tomorrow. If I were in your situation, I would be asking the same questions you are. Nothing to worry, rest assured that I will do my best to help you.

You can just disregard this reminder since you already set up a new payment arrangement in your account.

Upon careful review of your account, your next payment would be on 00/2023.

Supposedly your original billing due date is every 0000th. But you don't need to worry since you have set a new payment arrangement, we will follow the dates you set and your 1st installment will be on 0000th for $$$$.

PAYMENT INQUIRY

We really appreciate your time in reaching out to make a payment. I understand just how important it is to make payments on time to keep our services up and running! No worries! I can definitely help you in making that payment. Just looking to make sure are you perhaps looking to settle the full amount of your bill?

PAYMENT INQUIRY - SELF SERVICE

Thank you for letting us know that you would like to make a payment. I totally understand your situation @@@. I don't like spending money when I don't need to either! The great news is that we have several free options to make your payment. It would be my pleasure to show you how to take advantage of these options so you don't have to pay the $10.00 support fee and you can save time in the future since you won't have to contact us!

I’d be delighted to help with processing your payment. Before we start, I want to let you know there is a $10 payment support fee. I don't want to add any more money than you have to pay today. If you'd like, I can walk you through the app to make a payment. And best of all, it's free!

Kindly open the T-Mobile app. If you don't have it, you may download it now.

Then tap the BILL.
Scroll to and tap Make a payment.
Select the amount to pay, the date to make the payment on, and the payment method.
Finally, Tap Agree and Submit.

PAYMENT INQUIRY - MANUAL PAYMENT - SENDING SECURE FORM

Since you are going to coordinate this with your bank, as for now if you want, we can do manual payment for your account. Rest assures once settled; your account is all good. Kindly fill out the secure form for the card on the file of the arrangement.

PAYMENT INQUIRY - PAY VIA PHONE CARE SUPPORT

You can pay your bill online, or by phone by calling at 1-877-453-1304.

PAYMENT INQUIRY - BANK PAYMENT SYSTEM

If you make payments through your bank’s electronic payment system, you will need to update your account information and the T-Mobile Remit Address information in your bank’s electronic payment system.

CANCELED BUT WAS STILL BILLED - MID CYCLE CHANGES

I understand that you already canceled the lines in your account, but you were still billed. If I were in your situation, I would be asking the same questions you are. I will be happy to help clarify the charges on your bill. I can certainly help you with this.

It seems like the cancelled lines were still showing in the bill charges, because the changes were made in the middle of cycle, and the number of days that the lines were active in the account was carried over in the next bill. No worries though this will be the last time that these charges will appear in the bill since these lines were already cancelled.

DEVICE PAID OFF AND PROTECTION REMOVE BUT WAS STILL BILLED

I read that you already paid off your device and canceled the device protection in your account, but you were still billed. If I were in your situation, I would be asking the same questions you are. I will be happy to help clarify the charges on your bill. I can certainly help you with this.

Thank you for patiently waiting. I can see in here that you requested to remove the protection plan dated on 00/2023.

The bill that that has been generated was dated 00/2023 in which the protection plan is still included that was due dated 00/2023. Moving forward your monthly charges on the account be at $$$$.

FAILED AUTHORIZATION - PENDING PAYMENT

I understand that you inadvertently paid your bill multiple times. I know how important it is to know what we are paying for. Nothing to worry about, I am more than happy to check my resources and also find the details on your bill. Can you tell me more about it?

I would love to make sure that everything will be clear for you. Upon checking the image, you provided, I can confirm that your account wasn't paying multiple times.

T-Mobile cannot obtain a payment authorization from your card which resulted to multiple payment attempts. They are still in pending status, which means they aren't taken on your account yet.

However, I do see here that one of the payments went through, charging your card $$$$ today. I hope this clarifies everything

Upon careful review of your account, I can confirm that there are no duplicate payments made using your credit card. It seems like T-Mobile cannot obtain a payment authorization from your card which resulted to multiple payment attempt. Rest assured that there are no multiple payments.

However, I do see here that one of the payments went through, charging your card $$$$ today.

TEMPORARY AUTHORIZATION HOLD

I'd like to let you know that this is how our payment system work. We go through payment card validation first to protect your identity. We don’t charge or put any hold on your account. A temporary authorization is implemented to confirm the card is valid.

MISSING PAYMENT

Thanks for understanding the details! No worries, I completely understand you about it and as much as possible, I would like to make sure that charges being billed to you is only those amount you are aware of.

If you have the payment history of the one made in your account under your parents line we can absolutely check and have it verified with you.

May I know which amount is billed to her that is not showing on your account?

Yes, no worries, we wanted to make sure your concern will be sorted out at the same time. Once you have the reference number of that payment, we can file a missing payment to track it down and submit it immediately. Sounds good?

Thank you so much ,for your effort @@@. I was able to file a missing payment. Here is a reference number: 00000.

With this, we will conduct an investigation that would probably take up to 3 business day to complete and we will contact you through sms or email.

I'll make sure to notate your account of all the details of our conversation today so that once you contact them, you won't have to repeat yourself.

INTERNATIONAL CHARGES - DUE TO 3RD PARTY APP

When doing a voice call to a contact via the WhatsApp app or any 3rd party app, you don't get charged for the phone call as it isn't really a phone call. You do, however, get charged for any data used because the call is done purely over the internet.

INTERNATIONAL CHARGES - INTERNATIONAL STATESIDE FEATURE

I actually found something else out while doing a quick overview of your account. I see that you have a lot of international calls on here. That means that your next month's bill is going to have a lot of charges. Where are you calling internationally?

I'll be able to save you some money. If you add $15 a month, you'll only pay .20 cents for your calls. Right now, you're paying $2.69 per minute, and that adds up pretty quickly. As of today, you're paying $60 for the calls you've already made, and you're not at the end of your billing cycle.

If you continue to make international calls, you can end up paying another $50 or $60 more by the time your billing cycle closes. Do you want me to add the $15 feature, so you can start saving some money?

That's a great choice! Some people don't want to pay the extra $15 a month and end up paying hundreds of dollars on international calls. I'm going to help you with saving money on the $60 too by setting up the International Stateside feature to the beginning of your bill cycle.

It's a good thing you called in about your device and gave us the opportunity to see these charges on your account. You're all set. Did you have any other questions?

REFUND REQUEST

Just to make sure we are on the same page; you wish to get a full refund for your recent purchase. Did I get that right? I do want to make sure you're getting the most you can for your money. I’d be delighted to help.

I am happy to let you know that I have successfully credited your account $$$$ for your recent purchase. Since we have credited your account, the plan is already disabled as well.

I understand that you've already paid off your bill and would like to request for a refund for the restore and late payment fees. I would love to understand your situation better and see if there’s any other way we can help.

We don't normally do this, but I went ahead and credited your account $$$$. This will serve as a bill credit to compensate for the late payment fees charge to your account.

BILLING CYCLE CHANGE

That is correct, @@@. Since the current payment is late, there will be a late fee for this month. I do have a suggestion to avoid this happening in the future. I saw that you were only able to make a payment in certain parts of the month, and we can do something about it, so that your due date would land on the date which suits you the best. Are you interested in doing a bill cycle change?

UNRECOGNIZED HOME INTERNET CHARGE

I understand that you have a question about your latest billing. I would want to make sure to keep track of my bill, if I were in your situation. No worries, we will look on to it immediately. May I know what your expected amount is?

I am glad you reached me today so I can take care of this for you right away. No worries I'll be reviewing your account and send you a bill breakdown so we can review it together.

Here is your Bill Breakdown for this billing cycle:

Magenta MAX 1/17 - 2/16

$90.00

Base Essentials credits

($45.00)

T-Mobile Home Internet 12/22 - 1/16

$20.83

Magenta MAX 12/17 - 1/16

$90.00

T-Mobile Home Internet 1/17 - 2/16

$30.00

credit adjustment

($0.65)

credit adjustment

($0.13)

Total plan: $185.05

Late fee for invoice due Jan 09, 2023

$7.00

Taxes and fees

$0.05

Total one time:

$7.05

I would love to make sure that everything will be clear for you. Upon careful review here at my end, the account was billed two cycle at the same time due to another line of Home Internet you added, and since you're not billed with Dec bill cycle of the Home Internet last Dec bill, the amount that is supposed to be in Dec was added on Jan. because of mid cycle changes you did in the plan as well as adding another line.

Rest assured that this will be the month that you will be billed 2 cycle at the same time, but we make sure as well that the days of usage was only the charge added to you as we as well adjust your bill in the account to make sure there's no extra charges.

May I know if you have clarifications on the information that I provided?

Thank your for letting me know about this. Please give me a minute while I figure this out for you. I appreciate your patience.

I would want to make sure to keep track of my bill, if I were in your situation. Please give me a moment.

Thanks for confirming that one to me! I can see here you indeed are billed only $50 last month due to having Base essential plan only.

Base Essentials

$45.00

Default

$4.89

Taxes and fees

$1.04

Total plan:

$50.93

The amount you made a payment with last week was as well credited to you but the plan is under the Magenta MAX and that plan cost $90 regular.

I verified how the Home Internet was ordered and checked here that it was ordered in your account and is the first one activated on your account as well last 22nd of Dec. and was shipped on your accounts bill address.

May I know if you ordered this one since it was shipped on your billing address?

By any chance were you able to receive the Home Internet Router since it was billed to your home address?

RESO BILLING QUESTION - DEVICE PAID OFF

I was able to see that your payment of: $119.58 last 1/31/23 and 119.57 today really went through. And we appreciate you for being on top of the bill.

The current bill that is on your account actually is the most recent bill for the cycle: 12/14/22 to 1/13/2023

While the one that you paid off was for the cycle of: 11/14/22 to 12/13/22

And the good thing is we can still add a payment arrangement so that you can split the current bill in to 2 installments and be able to have more time in making a payment.

HOW TO PAY BILL T-MOBILE APP

Open the T-Mobile app - select the "bill tab at the bottom of the screen
Choose payment amount - to make a payment select "make a payment" and choose the amount
Enter payment method - For the payment method you can enter a card number or your banking information.
Choose processing date - Under "date", you can select a specific date for the payment to process.
Submit payment - If everything looks good, select "Agree and submit"

SETUP PAYMEN ARRANGMENT

I'd be happy to set you up with a payment arrangement, and I'd love the opportunity to walk you through setting it up on the app. It'll save you time and money every month and the $10 fee. Shall we start?

You can follow these few steps for setting up a payment arrangement on your T-Mobile app:

Open the app and tap BILL.
Tap Set up a Payment Arrangement.
Tap Continue and view the Amount.
Tap Payment Method.
Tap Continue, read the Terms & Conditions and tap Agree & Submit.

TAXES INCLUDED

Thank you for staying with me! Upon checking your account, it's right that the would be around $190/ month and the reason why it went high from what you expect is because of the taxes and fees of the plan, as you know, your plan does not includes this and have separate charge for it.

BILLING PROBING

Have you made changes to your service recently?

May I know what is your expected amount?

What are you looking to spend each month?

What services are most important to you?

BILL IS PREVIOUS LOWER DUE TO DOUBLE PROMO CREDITS WERE APPLIED

Thank you for patiently waiting! It seems like what happened last cycle was the device promo credit was doubled as you know if credit was not applied during it's first cycle, credit will be doubled by the second cycle that's why the bill was lower than you were expecting so moving forward, your estimated monthly bill is around $117.50. Here's the breakdown:

$68 for 1 line with auto-pay and employee discount.

$18 for your protection plan in the line 8427

$25 for your Home Internet line.

$6.50 for your 2 Screens Netflix.

Please let me know if you have clarifications on this. I am here to help you.

PRORATED CHARGES

Prorated charges are a partial charge for the time between starting the new service and your bill date. Example. If your bill date is the 8th and you add a $10 per month service on November 20, you'll be charged for the time between November 20 and December 8 (your next bill date)

DUPLICATE PAYMENTS

This is not the experience we want you to have and rest assured that I'll not leave you until we fix this double payment on the account ok? And if you dont mind me asking if you wanted the last payment that was made be refunded back to you if I'm not mistaken right?

We can change your due date every 1st of the month but please know that, you will have two bill in the next cycle once we change the due date.

First bill would consist of prorated charge from your old close date up to new close date then second bill would be your normal bill for your new bill cycle. Are we good to change this?

I would love to make sure that everything will be clear for you. Upon checking here your monthly recurring charge is just around $$$. It shows that your current bill is $$$ significantly higher due to

BILLING BREAKDOWN

Line:

Equipment:

Total plan charge/s: $$$$

Line:

Equipment:

Amount: $$$$

Total equipment charge/s: $$$$

One Time charge: Late fee for invoice due on Date 00/2023.

Amount:

Total one time charge/s: $$$$

Would you mind telling me which of these charges are you not aware of?

BILL BREAKDOWN

I can see in here that your estimated monthly charges on the account will be at $

Here's the breakdown of charges

Rate plan for ( ) lines with auto pay $

Device Installment plan $

Total $

Mar 8

BILLING CONCERN FOR THE O NE TIME CHARGE

I further dig in on the account and managed to get the full details of the one time charges with the total amount of $80.18.

The installment plan on the account will kick in on the up coming bill of the account this March 11th.

A total of $80.18 but it will be lessen down to $51.84 due to promotional offer on the installment plan making it a total of $30 charges for the monthly installment you have on the account.

SYSTEM GENERATED ADJUSTMENT

Thank you for patiently waiting, I was able to reviewed your bill charges and it seems like the -$57 you are seeing in the line 9155 is a credit that our system had adjusted during the changes that happened in the middle of your cycle so rest assured that you are not being billed incorrectly in the line.

PAYMENT EXTENSION - NOT ELIGIBLE

I understand how important it is to make sure that your services will be continuous and that's our priority for you as well.

We hope as well that you may return to work in soonest time.

We have maximize our way to get you the extension that you needed however it requires for the account to settle the bill that reached more than 31 days due on the account.

If you were able to manage to inform us yesterday, we could have work on in getting the extension that you needed.

I understand its not the response you were hoping to receive however your account needs to settle the past due balances to have your services gets the extension on the account to prevent interruption of services.

You've been with T-Mobile longer than I am. More of a reason we will not give it a single thought to help you in all ways.

However, your account reached the allowable extension on the account.

Once you were able to manage to settle the past due balance that reached more than 30 days past due on the account, you can surely get the extension you needed for the remaining balance on the account.

I can certainly see how not being able to get the extension when you need your service could be stressful...

As I've been in your situation before as well. I deeply hope that someone can help you during this time and that you can get back to work in soonest possible time.

PAYMENT ARRANGEMENT - ACCOUNT PAST DUE MORE THAN 31 DAYS

I've reviewed the account further in getting you the best options in preventing the account as I thank you in trying your best to take some time for the assistance you needed.

I can see here that we have already maximized the allowable days for an extension on the account. Surely, once you settle the amount of $272.40 up until tomorrow, you may set up a new arrangement to prevent the account from interruption.

We hope that someone can help you with the remaining amount in getting a new extension for a payment arrangement on the account for the remaining balance.

In behalf of T-Mobile, we thank you for all the efforts in securing that your account be prevented from suspension that may only incur additional charges on the account.

Power words for PA

I understand how this pandemic has affected us. You got the right person to take care of the request for today.

We promise to always deliver our valued customers like you the best experience and thank you for being the best part of T-Mobile.

In that regard, you may create a new arrangement on the account for the extension that you may needed as one time courtesy.

I am happy that we were able to secure the arrangement and believe that this is the right solution for you.

I encourage you to make the payment for your new billing amount by the due date so you are completely caught up when you reach the end of your arrangement

Thank you for being so amazing and for taking this time out of your Wednesday to reach out for some assistance.

I understand how important it is to make sure that your services will be continuous and that's our priority for you as well.

Its just that only paying the charges heading past 30 days past due and setting arrangements for the remainder will fully restore the service.

The amount that exceeded 30 days past due is $$$

Once it is settled, the system will allow you to create a payment arrangement.

I'm really sorry. I'd love to help you out on this. On the other hand, our system is asking for the minimum payment to be settled first.

I understand the urgency of restoring your service. I have maximized all of my resources here and the allowable restoration on the account is maxed out.

I understand its not the response you were hoping to receive however your account needs to settle the past due balances to have your services be restored.

T-Mobile has been lenient in the past by restoring the account multiple times without payment. Right now, payment needs to be posted to restore services. We are not asking the full amount but at least the oldest bill.

As extended help, we'll cover restoration fees for this time once the oldest bill is paid. Thank you.

I do apologize, we are unable to change the existing payment arrangement. I recommend keeping it in place to avoid suspension of service and additional fees. I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay.

Once you can pay the minimum balance, it will surely restore the service and help you pay your bills along the way.

May 11

Mendoza, Donna Rio May 11, 10:13 PM

Lower down bill inquiry, modify this, if there's other add ons feature or can change rate plan:

Thank you for staying with me! your the estimated bill is around $XXX but if you wanted this to be lowered down, you have the option to remove the (ADD ON FEATURE) or change your plan to (NEW RATE PLAN) which the bill will less $XXX.

So if this happens, your new monthly bill is around $XXX. Would you like to get a breakdown of your bill charges after this changes?

BILL CYCLE CHANGE:

The best date that we can set up your new bill due is every (NEW DUE DATE) of the month but please know that, you will have two bill in the next cycle once we change the due date.

First bill would consist of prorated charge from your old close date up to new close date then second bill would be your normal bill for your new bill cycle. Are we good to change this?

May 15

Mendoza, Donna Rio May 15, 10:26 PM (Edited)

sample spiel in collecting any amount: MODIFY depending on your scenario.

I understand not being able to make a payment for the oldest past due balance today. It’s important that we work towards reducing the overall balance to get the extension that we may need for you.

Here's a helpful link in settling any amount on the account, https://www.t-mobile.com/guestpay

Mendoza, Donna Rio May 15, 10:30 PM (Edited)

Month to month lease charge spiel:

Sprint https://c2.t-mobile.com/device-programs/sprint-month-to-month-lease-billing-as-soc

Your lease was initially for 18 months, but transitioned to a month-to-month lease when no action was taken. When you’re ready to take action, we have easy options to help you take the next step to a new device. You have the option to close this lease, and with your approval we can help you do that today. Let’s get that started.

May 23

Mendoza, Donna Rio May 12, 2:02 AM (Edited)

Payment arrangement rejected reason:

Usually, that reason of card rejection means the maximum charge that can be made to a credit card without obtaining prior authorization. As such, a floor limit is designed to protect against the risk of credit card theft.

Jun 1

Mendoza, Donna Rio May 11, 10:47 PM

PA FALL OFF:

I see that the account has already payment arrangement set up and once this is saved, we can no longer change nor modify it.

In this case, you only need to do is wait for the arrangement to fall off, and anytime after the set due date, the arrangement will be remove. Kindly keep an eye on this so you can set up right away!

Jun 11

Mendoza, Donna Rio May 11, 10:08 PM (Edited)

PAYMENT ARRANGEMENT More than 31+ days own the no: PLEASE MODIFY

We have maximize our way to get you the extension that you needed however it requires for the account to settle the bill that reached more than 31 days due on the account.

I understand its not the response you were hoping to receive however your account needs to settle the minimum payment to have your services gets the extension on the account to prevent interruption of services.

Once you were able to manage to settle the past due balance that reached more than 30 days past due on the account, you can get surely get the extension you needed for the remaining balance on the account.

As I've been in your situation before as well. I deeply hope that someone can help you during this time and that you can get back to work in soonest possible time.

Jul 24

Mendoza, Donna Rio Jul 24, 12:39 AM

Please take the time that you need to recover with your finances and please remember that T-Mobile got your back and will provide a best resolution on your concern.

Aug 9

Mendoza, Donna Rio Aug 9, 1:31 AM

RESTORE ACCOUNT:

We truly appreciate your full efforts in catching up with the bill. I wanted to help you get the service restored though as we see here your account is 36 days past due and we need to settle a small portion of at least $XX.XX (minimum payment)

By any chance, Is this possible? This will be a great help for us to set up an arrangement to restore your account.

Mendoza, Donna Rio Aug 9, 1:31 AM (Edited)

RESTORE ACCOUNT:

I understand the need of extra time, especially when there is a unforeseen event occur. We just don't want you as well to be burden w/ restore fee piling up, since unless we settle the minimum, service may be suspended again.

I don't want you to feel that I am pushing you with paying the minimum since you're currently trying to catch up with bills until DATE, it's just that as much as we want to (RESTORE OR SET UP A PAYMENT ARRANGEMENT), payment of minimum is needed.

What we can recommend for the mean time, you can connect to home Wi-Fi and once ready to pay all minimum on DATE, then we can definitely restore and set a new payment arrangement to keep service. Let me know if you have questions.

Aug 21

Mendoza, Donna Rio Aug 21, 7:11 PM

DOUBLE PAYMENT FOR PA ( CX THOUGHT THE ADV PAY WILL COVER THE SCHED PA)

I see here that this is for a payment arrangement scheduled for the 19th. And since it is on payment arrangement it means that the payment is going to be taken out automatically. However, it shows that you've made a one-time payment the same day and it doubles the payment that you're supposed to make that day. Should it work for you, I can submit a refund request to one of the payments. If you have questions, please let me know.

Aug 24

Evasco, Nikko Aug 24, 8:09 PM

Aug 25

Mendoza, Donna Rio Aug 25, 1:41 AM

OWN THE NO RESTORE:

We appreciate your understanding on this, Journey. We are trying to make sure that you will not get suspended again due to the existing minimum or past due balance, which may give more fees that can pile up on the account. And that's what we're trying to avoid.

Which is why we highly recommend to set up a new arrangement by paying at least the minimum balance to be eligible. I hope I was able to clarify and I wish you would appreciate our genuine concern by helping you avoid these fees.

Please do let me know if you need further help or question.

Aug 29

Mendoza, Donna Rio Aug 29, 9:30 PM

I know how you feel and good thing is the arrangement is protecting your line from getting suspended and definitely, help your account stay active.

Aug 30

Mendoza, Donna Rio Aug 30, 8:25 PM

CREDIT DECLINED

Please trust that I completely understand your predicament and I know that $XXX 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 on the account.

Sep 3

Mendoza, Donna Rio Sep 3, 8:35 PM

Collecting payment:

Is it feasible for you to make payment today for any amount? This will help in lowering down your past due and will also help in making your future payments more manageable. It also help in avoiding stockpiling of multiple bills and pay them all at once.

Sep 8

Mendoza, Donna Rio Sep 8, 2:55 AM

RESTORE OWN THE NO: Modify the flow

I appreciate you reaching us out about this one. No worries, let me check it here for you. One moment please.

I know that life hits us hard and that haymakers are our bills left and right. That's totally understandable as I'm also a customer outside work.

I can see in here that T-Mobile has been lenient in the past by restoring the account multiple times without payment.

Right now, payment needs to be posted to restore services. We are not asking the full amount but at least the oldest bill.

I understand it's not the response you were hoping to receive, however your account needs to settle at least the minimum or the past due balance to have your services be restored.

You don't have to apologize, we understand that it's not possible now. We just don't want you as well to be burden w/ restore fee piling up, since unless we settle the minimum, service may be suspended again.

I don't want you to feel that I am pushing you with paying the minimum since you're currently trying to catch up with bills until Friday, it's just that as much as we want to, payment of minimum is needed. This way, we'll be able to set up a new arrangement to secure the account.

Here's what we can recommend. For the mean time, you can connect to home Wi-Fi and once ready to pay all minimum on Thursday, then we can definitely restore and set a new payment arrangement to keep service active without the worry of getting more fees. Please don't hesitate to ask any questions.

We appreciate your understanding on this. We are trying to make sure that you will not get suspended again due to the existing minimum or past due balance, which may give more fees that can pile up on the account. And that's what we're trying to avoid.

Which is why we highly recommend to set up a new arrangement by setting at least the minimum balance to be eligible. I hope I was able to clarify and I wish you would appreciate our genuine concern by helping you avoid these fees.

Please do let me know if you need further help or question.

Sep 18

Evasco, Nikko Sep 18, 7:51 PM

Oct 1

Mendoza, Donna Rio Jul 6, 9:59 PM

BILLING:

With all these numbers, I sure know how bills could really be confusing, at times they could also be overwhelming. Good choice reaching out! Let's have a run through of you bill and see what's going on. This might take a little while but I am hoping you would bear with me? Is there an amount you are expecting so we could compare and see what is different? Also any account changes you could remember?

Oct 5

Mendoza, Donna Rio Sep 8, 1:18 AM (Edited)

RESET PA WORKFLOW (modify na lang if needed)

I understand the need of extra time with everything that's happening I know how hard this must be for all of us especially when there's unforeseen event occur. Good thing you got the right person to take care of the request for today.

We promise to always deliver our valued customers like you the best experience and thank you for being the best part of T-Mobile. As one time courtesy, we can reset the arrangement so you can set up a new one with new dates.

In that regard, you may create a new arrangement on the account for the extension that you may needed as one time courtesy.

Here's an easy steps to set up your payment arrangement and kindly let me know if you have set it up so I can double check if all good, I'll wait for your update!

Open the app and tap BILL.

Tap Set up a Payment Arrangement.

Go to My T-Mobile and log in your account.

Click Set up a Payment Arrangement.

Great! I am happy that we were able to secure the arrangement and believe that this is the right solution for you.

I encourage you to make the payment for your new billing amount by the due date so you are completely caught up when you reach the end of your arrangement

Thank you for being so amazing and for taking this time out of your Wednesday to reach out for some assistance.

Oct 6

Mendoza, Donna Rio Oct 6, 12:05 AM

MAGENTA COMPLETE

Awesome, I see here that your account has been moved to the T-Mobile billing system.

First off, thank you for continuing to choose T-Mobile and welcome to Magenta Family. As part of bringing the two companies together, we need to eventually move all Sprint customers to the T-Mobile Billing System.

Kindly go to t-mo.co/newlogin to find Frequently Asked Questions and Answers located at the bottom of the page.

The first time you access your T-Mobile account, you will use your Sprint username but after setting up your T-Mobile ID, you will use your phone number or email to log in instead of a username. Check out T-Mobile.com/app to learn about how to use the MyT-Mobile app.

Moving forward, your new bill will look different. In the “This Bill Summary” section you can see an overview of all the lines on your account, service plan monthly recurring charges, Equipment monthly recurring charges, and other services. In the “Equipment” section you can see a more detailed view including Balance and number of installment payments made.

Your payments will stay the same amount that you were used to on your Sprint bill. Your rate plan price will stay the same or better. With this update, the way you manage your account is different.

Rest assured, your current rate plan, price, and tenure won't change, your bill will simply look different, and you'll create a new login to access your T-Mobile online account. All that is needed is a compatible phone and SIM Card for all lines.

https://c2.t-mobile.com/accounts/magenta-complete-welcome

https://iconnect.sprint.com/docs/DOC-6681

Leaban, Maantonette May 12, 2:30 AM

PAYMENT ARRANGEMENT | PA

CX concern about service interruption:

We would love you to enjoy the service and interruption might be a possibility since the arrangement was not fulfilled. If ever that happens, we can still set up a new arrangement so long that we are able to settle the minimum amount then set up the new arrangement. Would you like me to set up a follow up on the account to check the status of the arrangement and let you know when it's remove?

Cx could not really pay: Next step Ladex:

I know this is a tough time right now and appreciate you wanting to settle the amount on the date you have mentioned. As of the moment, the option to create a new arrangement would be possibly after settling the minimum amount. You might be concerned with the service interruption and so do I. Normally, when the account service is interrupted, only the outgoing calls and text won't work and data. The incoming text and calls should be working fine. For data, if you have a wifi connection at home or can connect to any hotspot or public wifi, you may try to do that for the time being while catching up with the bill. You may also use some application like messenger, whatsup or hangout to use for messaging and calling as well while connected to wifi. Hoping for your understanding, Cx.

Oct 11

Mendoza, Donna Rio Apr 12, 11:26 PM (Edited)

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!

Oct 17

Emelo, Jasminne Rose added you

You Oct 17, 6:46 PM

@all

Opt-Out Process

Follow the scenario below if a customer calls and states they do not want to change plans:

At the BAN level, use SOC: GRNOPTOUT prior to the customer's plan getting migrated.

At the BAN level, use SOC: SCOPTOUT if the customer has already been migrated to the new plan

Emelo, Jasminne Rose added Palagtiw, Prence Philip

Oct 31

You Oct 31, 3:10 AM

Thanks for waiting patiently, Sandra ! I have verified all the charges in your account and was able to see here that the amount that is billed to you for this month $165 This is due to following charges:

Line:

Equipment:

Total plan charge/s:$82.50

One Time charge: Late fee for invoice due on Date 08/06 -09/05 $22.17

Amount:

Total one time charge/s: $$$$

Would you mind telling me which of these charges are you not aware of?

Marcelino, Dennis Feb 27, 7:32 AM

I was able to see that your payment of: $119.58 last 1/31/23 and 119.57 today really went through. And we appreciate you for being on top of the bill.

The current bill that is on your account actually is the most recent bill for the cycle: 12/14/22 to 1/13/2023

While the one that you paid off was for the cycle of: 11/14/22 to 12/13/22

And the good thing is we can still add a payment arrangement so that you can split the current bill in to 2 installments and be able to have more time in making a payment.

Mon

Mendoza, Donna Rio May 4, 8:54 PM (Edited)

Returned payment( depend on your scenario, modify this if needed) :

The reference number that you got also reflects on our end as we can absolutely confirm that. However, when using an electronic check payment to pay for something, it is forwarding the said information of your account to us then your bank will evaluate this payment from a later date.

So what happen is that, we received your payment last (Date processed). Then on (Returned payment date), the payment was validated and then your bank return the payment back to us unpaid. Meaning, they didn't clear the said transaction or payment from their end.

Our best option to take care of this is by coordinating it back to your bank as to what exactly happen to the said payment. Given their expertise as a bank specialist, they can absolutely help you with everything you need to know about this payment.

Wed

Sablaon, Von Eymard Oct 31, 7:55 PM

Customer receive notification that we didn't receive their trade-in device.

Ask when did the customer send the trade in device
Check RMA details such as trade in deadline
Advise customer to disregard the message

If negative MCS or negative sentiments

Your concerns with the trade-in is totally understandable. I checked here further and goes to show that we are good to go as the deadline for sending the device is until _________. We count the date as to when it was sent, not the date of when it is received. The message you received is only a reminder. Once our warehouse team scans the device, we will notify you the soonest time possible and the promotion and/or trade in credit will be applied within 1-2 billing cycles. Sounds good?

If positive MCS or positive sentiments(or neutral)

Being on top of our purchases and trade in is highly commendable and I appreciate you for that. I checked here further and goes to show that we are good to go as the deadline for sending the device is until _________. We count the date as to when it was sent, not the date of when it is received. The message you received is only a reminder. Once our warehouse team scans the device, we will notify you the soonest time possible and the promotion and/or trade in credit will be applied within 1-2 billing cycles. Sounds good?