Autopay

Things to tell your customers A debit card or bank account is required to qualify for the AutoPay discount on eligible rate plans. Customers can still use a credit card for AutoPay, but they would not receive the AutoPay discount. There may be up to a $1 temporary authorization on the credit card while setting up AutoPay. AutoPay funds will be withdrawn approximately 2 days before the billing due date. Changes: Customers must make AutoPay changes or updates 3 days or more from the bill due date to take effect the same cycle close date. Customers must make a 1-time payment if AutoPay changes are made less than 3 days before the bill due date, because those changes won’t take effect until the next bill cycle. AutoPay setup: (Setting up AutoPay when it was not set up before) has no time limit for payment processing. For example, AutoPay set up on the account's bill due date could result in AutoPay extract on the next day. Canceling your account doesn't automatically cancel AutoPay, you must cancel AutoPay separately. AutoPay is automatically canceled if you set up a payment arrangement in the FDP tool, and you will lose the $5 per line bill credit (if applicable). Cancellation of AutoPay within 3 days before the due date may still withdraw if we have already submitted the AutoPay files for processing before the change was made. AutoPay is processed as normal if a Collection hold is placed on your account, you may want to cancel AutoPay to prevent the full amount being debited. You will lose the $5 per line bill credit (if applicable) when AutoPay is canceled. Customers can receive a $5 credit per eligible line. Eligibility is dependent on the customer's rate plan, and they must be enrolled using bank account, debit card or T-Mobile Money. For more details refer to: Bill credit: Auto Pay $5

Restrictions No Credit Check (NCC) customers are ineligible. Retail/Sales can't ask to set up AutoPay on behalf of the customer over the phone. Ask to speak directly with the BRP or AU on the account to set up AutoPay. Prepaid customers have their own versions of AutoPay & Auto Refill: Prepaid. Cards with statements mailed to foreign addresses cannot be used for AutoPay. AutoPay shouldn't be set up for accounts on the Negative File, payments won't be withdrawn on the scheduled due date. AutoPay processing limit is $99,999.00. Any bill balance over that amount will be declined by our payment processor. The customer would need to make one time payments and split the amounts to pay a balance over that limit.

Important details When a customer has an AutoPay or Saved Payment Method and it expires, there may be a process where the customer’s card information is updated automatically.

Account Updater process: Chase Payment Tech sends the details of the new card to T-Mobile. Once this information is received from Chase Payment Tech, the New card details are systematically updated to Samson systems. There is no memo that the Account Updater process was performed. If the customer does not want this update, please ask the customer to contact the card issuing bank to be removed from this auto-update. If AutoPay is set up using a savings account, some banks may not be able to tell the difference between a customer's savings account or their checking account. When a checking account number is identical to a savings account number, funds will come out of the checking account, or the bank may decline the transaction as no account/account closed. The customer may need to contact their bank to see if there are any additional numbers they need to add with the savings account to ensure the payment withdraws correctly. If a customer had previously enrolled in AutoPay via ApplePay and gets a new device, they will need to cancel and re-enroll AutoPay via ApplePay with the new device so we can process payments with the updated Device Payment Account Number (DPAN). This will prevent future AutoPay payments from failing each month. All AutoPay changes require proper account verification. Customers that pay their bill in full early at least 3 days before the bill due date won't have AutoPay withdrawn on the scheduled due date for that cycle unless the full amount was not covered. AutoPay deducts the original amount that was due, unless the amount is reduced due to a credit applied to the account. If a charge is applied, the original amount that was due is deducted when AutoPay is processed. The remaining amount will be due with the next billing statement. Customers can manage AutoPay on My T-Mobile or the SIVR. Having AutoPay set up doesn't prevent collection treatment. When Autopay changes are made for a credit card there will be a memo showing there was a change to the billing method ReToCC reason code: the customer is changing from the regular billing method to AutoPay. CCToRe reason code: the customer removing AutoPay and resuming regular billing method. Via UUI: Care made the change. Via Null: the customer made change on web/app. Via Cash Applications: the change was made in Care or IVR. Magenta Complete Customers Customers that have Autopay discounts on 8+ lines will retain the autopay discount for the same number of lines receiving the discount at the time of Magenta Complete if they remain on an Autopay discount eligible rate plan. If a Magenta Complete customer has been on T-Mobile for 90 days they will be notified that they must update the AutoPay payment method to bank account or debit card to keep receiving the AutoPay discount.

Manage AutoPay Add You must read terms and conditions directly to your customer when setting up AutoPay. These will be found in Samson or Atlas. Tell your customer first-time setup has no time limit for payment processing. For example, a bill due the day after AutoPay is set up could process. A system notification will display if they're eligible for Paperless Billing auto-enrollment. You must go over this information with your customer. Try to collect a 1-time payment for the Balance in Full (BIF), if a past due delinquent balance exists. Complete steps AutoPay: Samson or Manage AutoPay: Atlas to add AutoPay. Memo the account "Customer agreed to advisements and set up AutoPay." Business Care Offline only: Remove all but last four digits of bank account/credit card prior to sending a response. Update Try to collect a 1-time payment for the current balance due. Customers must make a 1-time payment if you make any changes to AutoPay less than 3 days before the bill due date. Tell your customer changes to AutoPay must have been made at least 3 days before the bill due date to pull for the current month's payment. Do not cancel AutoPay and re-enroll the customer. Cancelling/re-enrolling in AutoPay will cause the system to not attempt AutoPay on the current due date if you are making the change within 3 days of the bill due date. Complete steps AutoPay: Samson or Manage AutoPay: Atlas to update payment information. Let them know AutoPay has been updated, and payments will continue to process automatically. Gain their agreement and memo the account. Cancel Ask your customer why they would like to cancel AutoPay. Talk about any the concerns they have before continuing. Tell T-Mobile One customers they will lose their $5 per line bill credit, even if AutoPay is removed because of a payment arrangement or collection hold. Let them know, cancellation of AutoPay within three days before the due date may still withdraw. Complete steps AutoPay: Samson or Manage AutoPay: Atlas to cancel AutoPay.

AutoPay issues Authorization errors Account number or bank account is not authorized to send an Electronic Check payment, they must pay by another method, such as debit/credit card, cash, or money order. Payment was declined, take payment by another method. Payment rejects Transactions declined for insufficient funds from the banking institution or no response from the card issuer will automatically be reprocessed in five banking days with a memo noted in the account.

The second attempt will withdraw the first payment amount from the original payment submission, or current balance (whichever is less). Verify the AutoPay status is active and that the amount was for less than $100,000. Figure out if AutoPay was recently updated. If yes, confirm account details and make any necessary changes, then take a 1-time payment. If no, review the Direct Debit reject memo in the account, make any necessary changes to AutoPay details, then take a 1-time payment. If AutoPay is set up using a savings account, when a checking account number is identical to a savings account number, funds will come out of the checking account, or the bank may decline the transaction as no account/account closed. The customer may need to contact their bank to see if there are any additional numbers, they need to add with the savings account to ensure the payment withdraws correctly. If a customer had previously enrolled in AutoPay via ApplePay and gets a new device, they will need to cancel and re-enroll AutoPay via ApplePay with the new device so we can process payments with the updated Device Payment Account Number (DPAN). This will prevent future AutoPay payments from failing each month. Unprocessed payments Determine if the bill due date has passed. If yes, try to collect a 1-time payment for the balance in full. Check to see if the account is on the Negative File. Yes, let your customer know we can't accept any credit/debit card payments from this account including AutoPay set up. No, continue to step 3. Engage your leadership to contact your Team Manager to file a workflow ticket to engage FSE Payments team to review the BAN example and see why AutoPay has not processed ticket. Send the below information with account details and all steps taken to investigate and resolve the issue. AutoPay didn't process as scheduled. AutoPay was active. All bank account or debit/credit card information was correct. Setup errors Make sure the bank information given by your customer is correct. Try to set up AutoPay again. Error received again, such as "Card has been declined", refer them to their financial institution. This is likely a '530-Do Not Honor' error and they must discuss with their bank. Error received stating "Unable to set up AutoPay at this time. Please try again later.", you can try again immediately to process AutoPay again and if not successful tell them to use My T-Mobile to add AutoPay. If the customer is unable to set up AutoPay using Self-Service (My T-Mobile/T-Mobile app) then work with leadership. Team Managers and above, file a workflow ticket to engage FSE Payments team to review the BAN example. AutoPay discount is missing If the customer’s account/subscriber line did not receive AutoPay discounts, follow the steps in Bill credit: Automatic bill credit offers to submit Account Error form in Grand Central first. If you do not receive resolution on the Account Error form, then work with leadership. Team Managers and above, file a workflow ticket to engage FSE Payments team to review the BAN. AutoPay memos incorrect There is a known system issue where some AutoPay cancellation memos are showing incorrectly.

The memo is showing ReToCC when the customer is canceling AutoPay and resuming to normal billing method when this reason code is when a customer is selecting to sign up for AutoPay via credit card AutoPay cancellation memo is also showing the incorrect channel as Cash Applications or SIVR when changes are made in Care or self-service. AutoPay memo header shows bank account was set up when the customer enrolled with a card. AutoPay memo header shows credit card was set up when the customer enrolled with a bank account. Bill notification SMS provides incorrect AutoPay processing date The bill notification SMS sent to customers provides a date that shows AutoPay will be withdrawn 3 days before due date. This is incorrect. AutoPay is scheduled to be deducted 2 days before the billing due date. Notifications Customers (including business) receive text notifications if their AutoPay payment is rejected or their card is expired. Notifications are sent to the PAH or the primary line if no PAH is indicated. Team Manager escalation steps Team Managers, use the following steps to report AutoPay issues that don’t have any process steps to resolve the error/issue.

Coaches do not submit these escalations. Do not escalate any issues related to new product launches that have a support room. Refer to the support channels instead. Open the Care Customer Experience escalations: CEC-TM, and find the CEM for "Bill Payments." Email the CEM with details of the issue. Email subject: "AutoPay Team Manager Escalation" Include as much information as possible Include customer BAN, error message, etc. The support team may reach out if they need additional error message details.