PAs can't be reset or deleted unless it's for one of the approved scenarios below

1.) Within 24 hours of initial PA set up a.) Customer made an error and calls within 24 hours to explain that the PA was set for the wrong date. b.)Customer states that T-Mobile made an error... If the memos support the customer's complaint that T-Mobile made an error, and it is within 24 hours of the original arrangement or longer.

• Customers calling to correct a PA error when the BAN was suspended, should NOT be given a full 14 days for the first installment once deleted. Timing of the PA (only 7 days for the first installment) is not an error and customers should not be provided with more time per PA set up policy when previously suspended. 2.) Account is no longer past due delinquent-- If the customer's account is current with no past due balance and has an active PA, work with your leadership to delete PA prior to making account changes. 3)Balance impacting adjustment --Customer was issued a balance impacting adjustment after the PA was set up, the balance owed is now less than the amount of the PA and needs to have it corrected. *Balance impacting adjustments: a.)Must be applied after the initial PA was set up. b)Must be for at least 50% of the past due balance that was secured in the original payment arrangement amount. c.)Must be applied the same day as the PA deletion. ***Leadership can delete the existing PA and set up a new one for the correct balance amount.

The PA dates must remain the same. If an adjustment isn't balance impacting do not delete a PA.