FOR YOUR CREDITS AND CANCELLATION REQUESTS: NTID: JTorrer2 Name: John Carlo Torrero Coach: MaCarolyn Duenas BAN: Chat ID: Amount (C&A) / # of lines (Cancel): Close date (for cancel): ________________________________________________________ ------------------------------------------------------------------------------------ IR FORMAT TYPE OF INCIDENT: (Choose from the ff): Failure to make important account changes, resulting in negative customer impact SITE NUMBER: Date and Time in Memo or Live Engage: Name of Employee/Employees involved: Conversation ID (Incident): Driver: (Choose from the ff): Promotion Inquiry/Dispute ________________________________________________________ ------------------------------------------------------------------------------------ As per checking your bill here, we can definitely set up a new payment arrangement if you could at least settle the minimum amount of $XX today so our system will allow us to create new one and restore your services automatically. May I please know if you could at least settle this today? As per checking your bill here, we can definitely set up a new payment arrangement if you could at least settle the minimum amount of $275 today so our system will allow us to create new one and restore your services automatically. Reason: > If you don't mind, may I know the reason for the extension you need? > If you don't mind me asking, may I know if something happened on why you won't be able to settle your bill on the promised date? For documentation only. Collect: > May I please know if you could at least settle this today? > If you dSi t mind asking, may I know if you can settle at least the minimum amount? More than 30 Days: ----------------------------------------------------------------------- More than 30 Days: ----------------------------------------------------------------------- I completely understand not having the means to come up with a payment today. Of course, as soon as you can make the minimum payment of $XX.XX, your service will be resumed. If circumstances change, I would recommend paying the balance or settling your payment arrangement on the app to avoid payment fees. The app will have the same day and amount as we see in our system. LESS THAN 30 DAYS: ------------------------------------------------------------------ LESS THAN 30 DAYS: ------------------------------------------------------------------ Currently, we are unable to modify or make any changes when the payment arrangement has already been set up. In case we weren't able to fulfill the payment requirement on the set up date, your account may be subject to late fees and a $20 restoration fee, plus tax for each of the first 3 lines on the account. If circumstances change, I would recommend paying the balance or settling your payment arrangement on the app to avoid payment fees. The app will have the same day and amount as we see in our system. Will I be suspended? ---------------------------------------------------------------------- Will I be suspended? ---------------------------------------------------------------------- This is what I am unable to check, CX. We didn't have any means to check when an account will be suspended. I'm also afraid to provide any timeframe as I might be quoted for it. But in case your account gets suspended, you may settle the minimum requirement to restore and then proceed on creating a payment arrangement. baka maka help : PA na less than 30 days: --------------------------------------------- baka maka help : PA na less than 30 days: --------------------------------------------- As for now, you don't have to do anything as we recommend to keep the current arrangement as it is so you're account remains secured. Once the arrangement fails, the account may stay active for an undisclosed period of time. While it's active, we recommend to set up another arrangement to keep it secured. ________________________________________________________ ------------------------------------------------------------------------------------ Cancellation We are saddened to know that you want to cancel the line but we are here to help. If you don't mind me asking, may I know the reason for this request? ________________________________________________________ ------------------------------------------------------------------------------------ Returned payment We can have better explanation: We can use this instead: "However, your payment last 11/27 amounting to $278.29 was returned, the account incurred an amount of $30 for the returned payment fee. Which then made the bill go up to $317.29" ________________________________________________________ ------------------------------------------------------------------------------------ Moving forward Please let me know if you have any questions on this? ________________________________________________________ ------------------------------------------------------------------------------------ We could have use: Was I able to clarify this to you, cx? Was I able to make this clearer this time, cx? If not, please let me know so we can review it for further. Sounds like a plan? Shall we proceed on making the changes? Would you like to proceed? ________________________________________________________ ------------------------------------------------------------------------------------