Offline Notepad View raw

Shared snapshot

SUSPENDED CONVO

Please be advised that the changes will reflect on the account upto 2 hours. No worries, you will receive a SMS and email notification and you may restart the device once you receive the confirmation within 2 hours.

Here's the complete details for the add ons

Payment reference number 40249224807 Confirmation number CTL9R0FES22323Issac Caad, 11 Jul. 2024 , 07:01pm Live agent

T-Mobile, 11 Jul. 2024 , 07:01pm Hi there! T-Mobile's Virtual Assistant here! [Read]

T-Mobile, 11 Jul. 2024 , 07:01pm Let’s work on your request. [Read]

Issac Caad, 11 Jul. 2024 , 07:04pm Live agent

Issac Caad, 11 Jul. 2024 , 07:07pm Live agent

Mariajane, 11 Jul. 2024 , 07:08pm Hi there! This is Jane from T-Mobile, I’m here to help. We appreciate your patience in waiting to be connected. How may I help you today? [Read]

Issac Caad, 11 Jul. 2024 , 07:09pm Hello Jane. I'm kinda in a jam. I'm trying to do a payment arrangement. When I do it it usually splits the bill between 2 payments.

Issac Caad, 11 Jul. 2024 , 07:09pm The bill is 420.00 and payment arrangements usually gives me the option to split it in 2 payments

Issac Caad, 11 Jul. 2024 , 07:10pm 210 on one day and 210 on the next.

Mariajane, 11 Jul. 2024 , 07:10pm I really appreciate you for letting us know. Rest assured, I will definitely help you with this matter.

Just give me a few minutes to check my resources. Thank you! [Read]

Issac Caad, 11 Jul. 2024 , 07:10pm Which I get paid friday so I can handle it

Mariajane, 11 Jul. 2024 , 07:10pm While I'm checking on it, How's your day? [Read]

Issac Caad, 11 Jul. 2024 , 07:11pm Okay thank you so much. My day is good. Extremely hot in vegas

Issac Caad, 11 Jul. 2024 , 07:11pm But still a good day. Hopefully I can get reconnect so I can check on my two girls

Issac Caad, 11 Jul. 2024 , 07:12pm Hope you can really help me with this.

Issac Caad, 11 Jul. 2024 , 07:12pm Hope your day is going good.

Issac Caad, 11 Jul. 2024 , 07:13pm I can make a payment Saturday.

Mariajane, 11 Jul. 2024 , 07:13pm It's wonderful to hear you're doing well! Yes, we're experiencing humid weather here too. Please make sure to keep yourself hydrated.

I appreciate you asking, and I'm also doing well, thank you. [Read]

Issac Caad, 11 Jul. 2024 , 07:14pm That's when I get my check.

Issac Caad, 11 Jul. 2024 , 07:14pm I been with you guys for years. I like t-mobile

Issac Caad, 11 Jul. 2024 , 07:14pm Very good people

Mariajane, 11 Jul. 2024 , 07:15pm Thank you for the confirmation, Issac. Just bear with me, I am now checking all the options that we can do on our end. [Read]

[Privately] Ray, 11 Jul. 2024 , 07:15pm make sure to educate and provide option to set PA [Sent]

Issac Caad, 11 Jul. 2024 , 07:16pm Thank you, don't want to be stuck in the heat with no connection. Too hot for that

Mariajane, 11 Jul. 2024 , 07:17pm 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 $116.09 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? [Read]

Issac Caad, 11 Jul. 2024 , 07:18pm Wish I could. Can't make that until Saturday possible Sunday. But it's a guarantee I can do it Sunday check will be in bank

Issac Caad, 11 Jul. 2024 , 07:18pm So kinda stuck right now

Issac Caad, 11 Jul. 2024 , 07:19pm Believe me I would do it now. Been a rough few weeks

Mariajane, 11 Jul. 2024 , 07:20pm I do understand you on that Issac. Looking for the alternative option. May I know the exact date when will you be able to pay, it is this coming July 14 which is Sunday? [Read]

Issac Caad, 11 Jul. 2024 , 07:20pm This Sunday coming up

Issac Caad, 11 Jul. 2024 , 07:20pm July 14

Mariajane, 11 Jul. 2024 , 07:21pm Got it Issac. I am now doing my best. I'll keep you posted since I don't want you to be stuck in hot. [Read]

Issac Caad, 11 Jul. 2024 , 07:22pm Ok

Mariajane, 11 Jul. 2024 , 07:24pm 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. [Read]

Mariajane, 11 Jul. 2024 , 07:24pm Right now, the account has a total $420.71 account balance which is 34 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 $116.09 minimum amount to set up a new arrangement that will help us restore and have a payment extension. [Read]

Issac Caad, 11 Jul. 2024 , 07:25pm If I had it now I would. But I don't not until Sunday

Issac Caad, 11 Jul. 2024 , 07:26pm Dang. Don't know what to do now.

Mariajane, 11 Jul. 2024 , 07:26pm Yes, I do believe in you Issac! Is it possible for you to reach out to any family members or friends to see if they might lend you the remaining $116.09 to help you complete the minimum payment to set up a new arrangement to restore the service and have a payment extension? [Read]

Issac Caad, 11 Jul. 2024 , 07:27pm Wish it was possible. But both parents passed away and my brother as well. So it's only me.

Issac Caad, 11 Jul. 2024 , 07:28pm It sucks.

Issac Caad, 11 Jul. 2024 , 07:28pm I know

Mariajane, 11 Jul. 2024 , 07:29pm I am deeply sorry to hear about the passing of your loved one. I know how it feels since my Father passed away when I was 15 and it really breaks my heart. [Read]

Issac Caad, 11 Jul. 2024 , 07:29pm Dont really have that luxury

Mariajane, 11 Jul. 2024 , 07:30pm I double check everything on my end and I could see here that 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. [Read]

Mariajane, 11 Jul. 2024 , 07:30pm 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. [Read]

Issac Caad, 11 Jul. 2024 , 07:31pm Wifi calling feature

Mariajane, 11 Jul. 2024 , 07:32pm Yes, you can use it for the mean time. Here's the steps to turn on the WiFi Calling:

Navigate to and open Settings. Tap Connections, and then tap Wi-Fi Calling.
Tap the switch to turn the feature on. ...
Wi-Fi calls will now be enabled. ...
On some phones, you can also enable Wi-Fi Calling from the Quick settings panel. [Read]

Issac Caad, 11 Jul. 2024 , 07:33pm Ok

Mariajane, 11 Jul. 2024 , 07:34pm Thank you for your kind cooperation with me, Issac.

I myself is a customer and we aim to provide all the support and explore various options to assist with your billing concerns. These options include:

Changing or updating the Bill Due date on your prefer Due date to prevent any late payment fees and suspension in the future.

Rate Plan Change: We can help you review some various plan that you may consider that will suits your needs and budget.

Lastly, Reviewing Features and Add-ons on the Account: We can assess the current features and add-ons on your account to determine if any adjustments can be made to better suit your needs and potentially reduce costs. [Read]

Issac Caad, 11 Jul. 2024 , 07:36pm I actually thought I had free Netflix cause I'm a t-mobile customer

Mariajane, 11 Jul. 2024 , 07:38pm No worries, I will do check the current plan to verify the plan inclusion to take advantage the Netflix on Us. [Read]

Issac Caad, 11 Jul. 2024 , 07:40pm Okay cool

Mariajane, 11 Jul. 2024 , 07:43pm I appreciate you for waiting! I've reviewed the details and found that you're currently on the Retired One Plan with a single line. [Read]

Issac Caad, 11 Jul. 2024 , 07:43pm Oh

Mariajane, 11 Jul. 2024 , 07:43pm To enjoy the Netflix on Us feature, you would typically need to have 2 or more lines on your current plan.

However, you have the option to switch to the Go5G Plus Plan, which offers Netflix on Us for a single line. This plan would cost $90 with AutoPay or $95 without AutoPay. Just let me know if you have any clarification with this, alright? [Read]

Issac Caad, 11 Jul. 2024 , 07:44pm Correct

Mariajane, 11 Jul. 2024 , 07:46pm I do appreciate your kind cooperation with me. 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. [Read]

Issac Caad, 11 Jul. 2024 , 07:46pm Yes

Mariajane, 11 Jul. 2024 , 07:47pm As much as possible, I want to make sure that you'll be able to take advantage the Plan discount. Does any of your Family member is part of Military, First responder or age 55+? [Read]

Issac Caad, 11 Jul. 2024 , 07:48pm Me work in medical field

Issac Caad, 11 Jul. 2024 , 07:49pm 1 brother was military army

Mariajane, 11 Jul. 2024 , 07:51pm Thank you for working hard in the medical field. You can definitely take advantage the discounted plan as long as you have the Acceptable documentation:

Volunteer or employee ID card
Paystub less than 90 days old
Signed affidavit from agency
Pension certificate
EMT/Paramedic certification [Read]

Mariajane, 11 Jul. 2024 , 07:52pm In regards with your brother that is under the Military Army, you may invite him to your T-Mobile account and make him as Billing responsible party so they can take advantage the discounted plan for our hardworking Military. This process can be done when you visit the nearest T-Mobile store. Will that work for you? [Read]

Issac Caad, 11 Jul. 2024 , 07:52pm I work for cardinal health I do have my employee id

Issac Caad, 11 Jul. 2024 , 07:52pm Well just do it through me and my medical job

Mariajane, 11 Jul. 2024 , 07:53pm That would be great! You may visit the nearest T-Mobile store to submit the acceptable documents so you can take advantage the discounted plan. [Read]

Mariajane, 11 Jul. 2024 , 07:54pm The other options to verify is thru this process: Log in to My T-Mobile or the T-Mobile app.
T-Mobile app: Click More > Profile Settings > First Responder Verification.
My T-Mobile: Click Menu > Account > Profile Settings > First Responder Verification.
Select the correct line, your First Responder Status, and any required information into the form.
The category options that appear are EMT, Police, and Firefighters. If a specific role is not listed on My T-Mobile/T-Mobile app, direct the customer to select the closest option (ie, Ambulance Driver would select EMT).
Click Submit Information.

For more information, you may visit this link: https://www.t-mobile.com/support/plans-features/first-responder-verification?cmpid=hw_send [Read]

Issac Caad, 11 Jul. 2024 , 07:55pm Oh okay so I wouldn't be 1st responder.

Issac Caad, 11 Jul. 2024 , 07:55pm This would be just lab.

Issac Caad, 11 Jul. 2024 , 07:56pm So what kind of low rate would I get.

Mariajane, 11 Jul. 2024 , 07:57pm We do appreciate you for letting us know. As of the moment, we have the most affordable plan called "Essentials Saver plan". This plan cost $50 w/ AutoPay / $55 Regular for single line. This includes the following Plan Inclusion:

Unlimited Talk and Text
Unlimited data on our 5G & 4G LTE network.
Unlimited mobile hotspot data at max 3G speeds
Taxes and fees excluded
Unlimited talk & text to/from the U.S., Mexico & Canada. Unlimited 2G data in Mexico & Canada (up to 128 kbps)
Free texting and low flat rate calling in 215+ countries and destinations. International data is not included.
Stateside International Unlimited Texting [Read]

Issac Caad, 11 Jul. 2024 , 07:58pm That sounds like a good plan to me

Mariajane, 11 Jul. 2024 , 08:00pm That would be great. As much as possible, I want to set a proper expectation as well that the only disadvantage with this plan is that you won't be able to add the MAX Up, One Plus, Plus Up (This features is use to have more GB allotment for the High speed mobile hotspot).

Just let me know if you have any clarification with this, alright? [Read]

Issac Caad, 11 Jul. 2024 , 08:02pm I won't be able to add max up, one plus, plus up. But instill keep my same essentials?

Mariajane, 11 Jul. 2024 , 08:03pm Yes Issac. In case that you wanted to have a High speed Mobile hotspot, you may switch to a plan by then but if you will consider the Essential saver plan, you will be able to receive the Essential plan such as the following:

Issac Caad, 11 Jul. 2024 , 08:03pm Okay cool. Let's do it

Issac Caad, 11 Jul. 2024 , 08:04pm At least it will drop my bill down by alot

Mariajane, 11 Jul. 2024 , 08:05pm Thank you for considering this option. This is my ultimate goal which is to further help you with your moving forward bill.

The change to your rate plan will be implemented at the end of your current billing cycle, which is on July 14. This timing is chosen to avoid any prorated charges that might occur if the change was made mid-cycle. [Read]

Mariajane, 11 Jul. 2024 , 08:06pm Before proceeding with the rate plan change, it's crucial to ensure any important voicemails are saved.

Since we don't have any option to retrieve the voicemail in case it got deleted during the process of rate plan change. May I ask if you can save first the important voicemail please? [Read]

Issac Caad, 11 Jul. 2024 , 08:07pm I did

Mariajane, 11 Jul. 2024 , 08:08pm I do appreciate you for saving the important voicemail. We will do process the rate plan change from One Plan to Essential Saver Plan that will take effect by July 14 to prevent any prorated charges on the account.

Should we proceed right now? [Read]

Issac Caad, 11 Jul. 2024 , 08:09pm Yes

Mariajane, 11 Jul. 2024 , 08:11pm Got it. Let me work on this.

While I'm working on this, is there anything else you'd like to address or inquire about? [Read]

Issac Caad, 11 Jul. 2024 , 08:11pm Na not at the moment

Issac Caad, 11 Jul. 2024 , 08:11pm This will be good. The bill will be low

Mariajane, 11 Jul. 2024 , 08:15pm Thank you. Almost done [Read]

Issac Caad, 11 Jul. 2024 , 08:15pm Ok

Mariajane, 11 Jul. 2024 , 08:17pm We do appreciate you for waiting! I was able to submit the request to process the rate plan change. Once approved, you will receive a SMS and email notification then moving forward, your estimated bill will be

Essential Saver Plan: $55
Protection 360 Tier 5 TE: $18
Voicemail to text: $4

Mobile Internet: $15
Taxes and fees: $3-5
Total: $95
If you enroll with Autopay in the future: $85

Just let me know if you have any clarification with this. [Read]

Issac Caad, 11 Jul. 2024 , 08:18pm Cool

Mariajane, 11 Jul. 2024 , 08:19pm I personally appreciate your kind cooperation and patience with me Issac!

Please know that your satisfaction is our top priority, and we genuinely appreciate your patience during this process. If there's anything else I can do to assist you or provide any updates, please don't hesitate to let me know. I am here to support you every step of the way. Alright? [Read]

Issac Caad, 11 Jul. 2024 , 08:19pm Okay

Mariajane, 11 Jul. 2024 , 08:20pm Oh! By the way, I stand corrected. It will take effect by July 15 since it is the first day for the new billing cycle then July 14 is the close date of your billing period. [Read]

Issac Caad, 11 Jul. 2024 , 08:20pm Okay

Mariajane, 11 Jul. 2024 , 08:21pm I hope I am able to make you feel how important you are with the service I provided to you. Is there anything else I can help you with? I just want to make sure that we got everything covered today. [Read]

Issac Caad, 11 Jul. 2024 , 08:22pm Yes we did

Issac Caad, 11 Jul. 2024 , 08:22pm Cover everything

Mariajane, 11 Jul. 2024 , 08:23pm Thank you for your kind words, Issac ! Customer experience is always the center of our commitment. I hope I was able to positively impact your overall T-Mobile experience. T-Mobile's goal is to put YOU-our customers first, and you will always be our number one priority! [Read]

Issac Caad, 11 Jul. 2024 , 08:24pm Thank you so much

Issac Caad, 11 Jul. 2024 , 08:24pm Wish I could have got reconnect

Issac Caad, 11 Jul. 2024 , 08:25pm Just want to make sure there is no other way.

Issac Caad, 11 Jul. 2024 , 08:26pm Never hurt to ask and try again.

Mariajane, 11 Jul. 2024 , 08:27pm Rest assured, Issac, 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. [Read]

Mariajane, 11 Jul. 2024 , 08:27pm It's not necessary to pay the full balance of $420.71 at this time. The system is only requesting a minimum payment of $116.09 to establish a new payment arrangement, which will allow for the service to be restored and a payment extension to be granted. [Read]

Issac Caad, 11 Jul. 2024 , 08:27pm Beem with you guys for years and switching to a better plan. Should help in some type of good credit. I understand.

Mariajane, 11 Jul. 2024 , 08:30pm We do appreciate your kind cooperation.

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. [Read]

Issac Caad, 11 Jul. 2024 , 08:30pm Okay

Mariajane, 11 Jul. 2024 , 08:32pm If you don't have any other question, Thank you for taking time spending and having patience with me all throughout the conversation. Have a great rest of your day! [Read]

Issac Caad, 11 Jul. 2024 , 08:32pm U 2

Mariajane, 11 Jul. 2024 , 08:35pm For your convenience and to help you save time, checkout these easy self-help options: https://www.t-mobile.com/customers/self-service. Goodbye for now! [Sent]