Past due delinquent accounts

Advise customer of the following based on account status: Provide customer with the balance, including any past due amount. Past due delinquent accounts may experience service interruption at any time. Accounts are delinquent when their account balance is not paid a day after their due date. There is no grace period prior to collection treatment on accounts. Service may be interrupted prior to a late fee being charged. Payment of the past due delinquent balance is the only way to ensure that the account stays active. Educate on valid payment support and restore fees. (These need to be mentioned to customer outside of the balance due.)
Never tell past due delinquent customers their service is unlikely to be interrupted. Past due delinquent account treatment When a customer enters collection treatment, T-Mobile mails past due delinquent letters, known as a Dunning Notice, as a reminder. These letters advise of account changes that will occur if their past due delinquent balance remains unpaid. The type of Dunning Notice depends on the account's type, status, and collection path. The number on the letter routes into the SIVR. Calls are routed to their TEX Community Team if the account is still delinquent. Credit Check (NCC) customers Must pay the entire balance to restore the account from suspension. Late fees and restore fees are not charged. Not eligible for payment arrangements. Delinquent indicator may be present, this does not mean the account is in a collections path. A delinquent account is signified by the delinquent indicator in Samson and Atlas. Don't apply any adjustments to your customer’s account to offset the balance to make a past due delinquent account change or make them eligible for a PA. Never manually suspend a customer’s account if they cannot make a payment or set up a PA. Automatic collection treatment including suspension, will occur according to their assigned collection path. DO NOT proactively reach out to customers to collect on their past due accounts. Collections is a heavily regulated area and T-Mobile has designed specific protocols for outward communications to customers with past due accounts. Proactive calls to customers with past due accounts are not a part of these protocols and could result in violations of law' Identify a past due delinquent account Samson

Navigate to the Financial Summary tab. Review the Past Due Amount field found in the Current Balance Summary section to see if there is a balance listed. If yes, the account is past due delinquent. Atlas

From the magenta navigation bar, select Billing to navigate to the Billing dashboard. Review billing indicators in the Summary section. In the Aging section, view current balance, past due balance, and aging buckets for past due amounts. Address the past due delinquent balance Active payment arrangement You are not required to collect on past due delinquent accounts with an active payment arrangement (PA).

Review PA details with your customer, such as arrangement amount, and due dates. Offer to set up a Future Dated Payment method, if one does not exist with their current PA. No active payment arrangement Follow the collections call flow when assisting customers with a past due delinquent balance.

If customer is unable to make the payment DO NOT apply any adjustments to your customer’s account to offset this balance. Engage your coach if the account is 120 days or more past due delinquent (Coaches Toolkit) and your customer doesn't want to make a payment.