PAYMENT ARRANGEMENT SPIEL · Offline Notepad

PA deletetion format:

PA Delete Request

Chat ID: - Customers Name: BAN: Reason for Delete:

ADVISEMENT!!!!! Please be advise that once we set up a payment arrangement we can no longer make changes on the date and amount, unless there is no past due balance or it was set up within 24 hours.

I have some exciting news to share with you! After a thorough review of your account, it appears that we can establish a new payment arrangement to extend your payments. The only thing we need to do is wait for your current payment arrangement to expire since your account is only 30 days past due. Once the current arrangement expires, you can create a new one. Typically, your arrangement will expire within 24-48 hours after missing an installment.

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.

Sounds good?

( If the customer rejected it

I acknowledge your concern and will consult with my supervisor about the possibility of removing the current arrangement to facilitate immediate setup of a new one. Please wait for a sec.)

PA Spiel Response 1 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.

Response 2: I'm definitely sorry about this. We are unable to change the existing payment arrangement. I understand its not the response you were hoping to receive however I feel confident that the best option is to keep the existing payment arrangement in place to prevent a larger payment amount later and possible suspension of service as well as additional fees.

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

May I know when you can settle your bill?

SCENARIO: Account active: Cx name: Dom Toretto

One voice line Current bill: $200.00 past due: $100.00 (35 days) 31+ days minimum amount: $50.00

Active PA

1st installment 8/24/2023 -$100.00 (Rejected) 2nd installment 9/04/2023 - $100.00 (Rejected)

CX: I need help with extending my due

AGENT: 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.

AGENT: May I know the reason why you want to extend your due date?

CX: I had an emergency, my wallet got stolen and my card is with it.

AGENT: I certainly know how it feels as I was once lost something that is really important to me, but not to worry, I got you on this. Just curious, do you have any amount that you can settle today to lower down the bill?

CX:only have $30 on my other card right now, and I do not want to have service interruption\

AGENT: can see that there's an active payment arrangement on your account and we're glad that we were able to secure this option for you. We also appreciate you on verifying that you have $30 today to lower down your bill 'cause I know how important it is to have your services active.

CX:Is there a chance that you can pay $50 today?

AGENT: can do it on Sunday

CX: We want to thenk you in advance that you are planning to pay the $50.00 this sunday, I recommend keeping the payment arrangement in place to avoid service interruption and getting 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.

AGENT: Since you are willing to settle the amount of $50 this Sunday, here's what we can do. Let us wait for the current arrangement to be removed by the system automatically, and once you have successfully settled the minimum payment of $50, then you can set a new payment arrangement. Will this work for you?

****PA EXTENSTION WITH OVERDUE

step 3: We want to thank you in advance that you are planning to pay the $50.00 this Sunday, I recommend keeping the payment arrangement in place to avoid service interruption and getting 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. How about we check for some options in lowering the bill?

Since you're able to pay the $50 on Sunday, we recommend waiting for the existing payment arrangement to automatically removed by the system. and you can pay the minimum payment required after that you will be able to create a new payment arrangement.

HOW TO SET UP PAYMENT ARRANGEMENT / SELF SERVICE

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acknowledgement / Highlights the benefits of setting up a payment arrangement

We do understand your situation of not able to settle your payment. However, I can see that you don't have here a Payment arrangement. Did you know that Payment arrangement can help you extend your days to pay for your past due and also it helps you secure your account and services. I would be glad to guide you through the process of setting up a payment arrangement.

We appreciate you catching up with your bill and wanting to extend your payment further. The best recommendation we could make is to leave the arrangement as it is. Should you miss the arrangement it doesn't necessarily mean that it will fail right away. If you can settle the arrangement before it fails it will still count towards the agreement and let you continue the arrangement.

absolutely understand your side on this cx! our best option would be keeping the current arrangement in place so we can secure the account services and avoid incurring additional fees like restoration fees, it's also one way of making sure that you won't have any high bill next month. How about we check for an option to lowers the bill

We sometimes go through sone tough situation that is why it is best to keep the current payment arrangement in place so we can secure the service and avoid getting additional fees like

*** moving forward and set expectation PA***

got you there cx! I am also on your side on this matter, however, please understand that the current option ( put the option) would be the best available resolution on your payment arrangement concern. I hope you can take consideration of the available option we have here. Aside from this, do you have any other concern that I can help you with?

cx, I am happy to note your account of our discussion today and your commitment to pay on ___ To recap, we have you scheduled for the amount of xxxx to be drafted/paid from your ban/ card account in__days . Don't forget that you can always review your payment arrangement details on line on the T-Mobile web or app at your convenience.

*** scenario incorrectly advise to wait for the fall off // and set up new payment arrangement***

This is something we can work on, Cx. I can see here that you have an existing payment arrangement in place and I recommend that we keep it in place so we can avoid and avoid getting additional fees.

If we keep the existing payment arrangement, we can avoid up to $60 (tax not included) additional fees incurred from restoration charges. There is a $20 restore fee charges per line! I also want to make sure you that this won't het piled up with your next bill which will create an even larger amount later if we make any delays. To help you out even more, how about we check for some options in lowering the bill?

If you don't mind, may I know what you have been going through to keep your payment?

I really want to help you with this. 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.

*** CX requesting to chnage billing due date***

-Open the app and tap BILL -Tap Set up a Payment Arrangement. This will only appear if there is a balance due -View the Set Payment Arrangement schedule presented -Tap Continue -Read the Terms & Conditions and tap Agree & Submit. -Review the confirmation screen with the PA details, discount removal and AutoPay un-enrollment information, if applicable.