Collection holds · Offline Notepad

Important details All undisputed charges must be paid prior to placing a collection hold. Collection holds shouldn't be used to replace payment arrangement options when a customer is ineligible or if the customer requests a payment arrangement deletion. Holds placed on a customer's account to replace payment arrangement options are invalid and will be removed. AutoPay is processed as normal if a Collection hold is placed on an account. Customers may want to cancel AutoPay to prevent the full amount being debited. Customers will lose their $5 per line bill credit. Accounts that are 120+ days past due delinquent aren't eligible for a collection hold unless there is a T-Mobile error that caused the excessive past due delinquency. Collection holds won't prevent service interruption caused by a failed payment arrangement. Offline teams review all collection holds placed on accounts to ensure they are valid. All invalid holds placed outside of policy will be removed. Valid holds will remain in place until the end of day on the hold end date.

Things to know SCNC/NCC accounts are not eligible for collection holds. Don't place collection holds for refunds or Negative file. Some Sprint biller accounts recently moved via Magenta Complete have a "SPRHLD" hold while completing their billing system updates. This hold is automatically removed within 2 business days once updates are complete. The "CAREFC" hold is only used by the collections strategy team for specific scenarios. Code is systematically removed. Business accounts handled by EGC are excluded from this process. Business accounts handled by Business Care should continue to follow the hold collection treatment process outlined in policy. Retail reps don't have access to place collection holds. Past due delinquent accounts receive an automated collection process but may be held on qualifying accounts. Use the past due delinquent indicator in Atlas/Samson to identify accounts in collection treatment. Collection treatment prevents accounts from receiving collection calls regardless of the account status, it can take up to 24 hours for the changes to take effect. "Own the No" for non-qualified accounts/situations. Acknowledge the request, decline the request, give reasons for the decline, and offer alternatives to suit your customer's needs. Holds placed on a customer’s account as a one-time courtesy (OTC) are invalid and will be removed. Do not place a hold for a previous promise unless it falls within one of the collection hold scenarios listed below. Systematic holds for EIP unscheduled payment (UNSPYT) automatically delete.

Collection hold scenarios Use the scenarios below to find the correct reason code and use case when a collection hold can be applied to your customer's account.

Adjustment reversal T-Mobile error

Default Expiration: 30 days Reason Code: PSTERR (Payment posting error) Coaches and above Use Case: This hold can be added to accounts where there has been an adjustment reversal due to T-Mobile error which caused the account to become ineligible for a Proof of Payment (POP) or Recurring PA. Samson shows a current balance as past due in error. Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed. Bill Current accounts

Default Expiration: 30 days Reason Code: BCERR (Bill current SOC error) Use Case: This hold can be added to Bill Current accounts on the wrong plan or feature due to T-Mobile error and the plan or feature is being backdated to correct the error. Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed. Billing dispute research

Default Expiration: 15 days Reason Code: BLDISP (Billing dispute) Use Case: This hold can be added to accounts when there is a complex billing issue, including Non-Returned Fee (NRF), or when a customer is disputing a balance that requires additional research and can't be handled in one call. The inability to set up a PA or HPP doesn't qualify as a billing dispute. Billing dispute holds shouldn't be used to replace payment arrangement options when a customer is ineligible. Holds placed on a customer's account to replace payment arrangement options are invalid and will be removed. Holds placed on a customer’s account as an OTC are invalid and will be removed. Do not place a hold for a previous promise without verifying the call and noting the previous promise in the memos. This hold can be used when we have confirmed that the customer will be receiving an adjustment from an Assurant claim that may take up to 2 billing cycles to be adjusted. The hold may need to be placed more than 1 time to cover the time needed for the adjustment to be applied and reflect in the balance. Customers should be encouraged to pay the undisputed billing amount to avoid having an excessively delinquent amount. This hold can be added to accounts when the survivor of a deceased BRP is calling to request COR or Cancellation. This should only be used if a related Deceased BRP Request form is being submitted at the same time. Actions: There must be an open follow-up set on their account for the billing issue. For Deceased BRP use case, frontline submitter will need to track the follow-up to close it out once NORT has completed their associated work. For confirmed Assurant claims pending adjustment, the frontline submitter must track the follow-up and close it out once the adjustment has been applied to the account. Document the account with the specific reason and detailed explanation of why the collection hold was placed. For Deceased BRP, a manual memo must be left (even if an automated memo applies). Start memo with key term: Deceased BRP. Canceled line buyer's remorse (RSL Only)

Default Expiration: 60 days Reason Code: BCREM (Bill current remorse) RSL only. Use Case: This hold can be added to accounts when RSL is canceling a line within the buyer’s remorse period to allow a customer to pay the adjusted next bill. Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed. The FC Offline team also uses this code for No Install. Customer Care JUMP! Returns

Default Expiration: 15 days Reason Code: BLDISP (Billing dispute) Use Case: This hold can be added to accounts where credit hasn't been applied for a returned device, including down payments and taxes, it has been over 30 days since the return was processed, and their bill is due in three days or less. Actions: There must be an open follow-up set on their account for the billing issue. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Deposit issue add a line

Default Expiration: 10 days Reason Code: PYDISP (Payment dispute) Use Case: This hold can be added to accounts when a new line of service was activated, and the deposit payment didn't post to the account or posted to the account balance instead. Actions: Collect original past due balance on account before misapplied deposit. The balance may appear lower due to misapplied deposit payment. This will be removed from the account balance. Verify a Missing Payment Request Form has been filed or the hold will be removed. Restore their service using the CR code if the account is suspended for non-payment. Document the account with the specific reason and detailed explanation of why the collection hold was placed. EIP balance transfer/return/set up error

Default Expiration: 30 days Reason Code: PNDADJ (Pending adjustment) Coaches and above Use Case: This hold can be added to accounts when there has been an EIP balance transfer, return or a setup error, credit is in pending status, but won't impact the bill until the end of the cycle, and equipment charges are due on the current bill. Actions: Review the Pending Charges & Credits screen in Samson to figure out if an adjustment is pending or balance impacting. If the adjustment shows CRD then it's pending and the PNDADJ hold is valid. If the adjustment shows ADJ the adjustment has impacted the balance and a collection hold shouldn't be applied. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Employee account deceased legacy conversion

Default Expiration: 15 days Reason Code: BLDISP Use Case: This hold can be added on accounts currently receiving the Employee Mobile Service Discount, so the survivors can remain on the account and retain the same benefits to prevent involuntary cancellation during the conversion process. Actions: There must be an open follow-up set on their account to allow time for conversion completion. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Equipment charge dispute

Default Expiration: 10 days Reason Code: HSDISP (Handset dispute) CE and Coach & above only Use Case: This hold can be added to accounts disputing past due equipment charges while you're waiting on the results of a Handset Research Form (HRF). Only use this hold when another policy directs you to file an HRF. Hold should not be used for non-return fee. If an HRT form has previously been declined saying charges are valid, don't place another collection hold. Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed. Fraud routing form

Default Expiration: 10 days Reason Code: FRAUD (Fraud investigation) Use Case: This hold can be added to accounts disputing past due charges while you're waiting on the results of a Fraud Routing Form. Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed. Fraudulent returned payment

Default Expiration: 15 days Reason Code: BLDISP (Billing dispute) Use Case: This hold can be added to accounts reporting a returned payment for a fraudulent payment they didn't authorize. Actions: Restore their service using the CR code if the account is suspended for non-payment. There must be an open follow-up set for two business days on their account. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Missing payment

Default Expiration: 4 days Reason Code: PYDISP (Payment dispute) Use Case: This hold can be added to accounts suspended for non-payment; a payment was made for the full past due balance but hasn't posted to their account. Eligibility: Customers who have had two or more collection holds for missing payments on the account in the last six months are not eligible. Actions: Verify a Missing Payment Request Form has been filed if not the hold will be removed. Restore their service without payment using the CR code. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Natural disaster & severe weather

Default Expiration: 10 days Reason Code: WEATHR (weather/disaster hold) Use Case: This hold can be added to accounts impacted by severe weather or a natural disaster. Actions: Restore their service using the CR code if the account is suspended for non-payment. Leave a required MEMO on the account with the specific weather event, such as flooding, fires, hurricane, and a detailed explanation why the collection hold was placed. Reference Incident response call handling as needed. No install single line cancellation

Default Expiration: 15 days Reason Code: BLDISP (Billing dispute) Use Case: This hold can be added to accounts with one line of service canceled for No install. Actions: Set a Samson follow-up for seven business days after the current billing cycle ends to take care of any charges that incurred. Place a second hold using the same code if you need to extend for another 15 days. Memo Template:

What: Collection Hold for Disaster/Severe Weather DOC: Incident response call handling Reason for Manual Hold: Include the specific event/incident and why the collection hold was placed. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Payment reversal

Default Expiration: 30 days Reason Code: PSTERR (Payment posting error) Coaches and above Use Case: This hold can be added to accounts when a payment reversal has caused the account to show more past due than it really is, your customer is suspended and has made a payment to cover the full past due account balance. Actions: Verify the payment reversal is the reason the account is past due and suspended. Restore their service without payment using the CR code. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Pending adjustment or credit

Default Expiration: 30 days Reason Code: PNDADJ (Pending adjustment) Coaches and above Use Case: This hold can be added to accounts when there is a pending credit on your customer's account, that covers the entire past due balance, and will not impact the balance immediately or that exceeds your coaches adjustment level and is waiting for approval. Actions:

Review the Pending Charges & Credits screen in Samson to figure out if an adjustment is pending or balance impacting. If the adjustment shows CRD then it's pending and the PNDADJ hold is valid. If the adjustment shows ADJ the adjustment has impacted the balance and a collection hold shouldn't be applied. Document the account with the specific reason and detailed explanation of why the collection hold was placed. POIP credit pending

Default Expiration: 30 days Reason Code: PNDADJ (Pending adjustment) Coaches and above Use Case: This hold can be added to accounts when there is a POIP credit pending that covers the entire past due balance and will not impact the balance immediately. Actions:

Review the Pending Charges & Credits screen in Samson to figure out if an adjustment is pending or balance impacting. If the adjustment shows CRD then it's pending and the PNDADJ hold is valid. If the POIP credit isn't yet pending on the bill place a BLDISP hold instead and set a follow-up to verify there is a pending credit before the hold expires. Once the credit is pending release the BLDISP hold and place a PNDADJ hold. If the adjustment shows ADJ the adjustment has impacted the balance and a collection hold shouldn't be applied. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Resume closed or canceled EIP (adjustment pending)

Default Expiration: 30 days Reason Code: PNDADJ (Pending adjustment) Coaches and above Use Case: This hold can be added to accounts when a closed or canceled EIP has been resumed, the past due balance is for the same closed or canceled EIP total charges, and credit is pending that covers the entire past due balance but will not impact the balance immediately. Actions:

Default Expiration: 15 days Reason Code: BLDISP Use Case: This hold can be added to accounts when a closed or canceled EIP has been resumed, the past due balance is for the same closed or canceled EIP total charges, and credit is pending that covers the entire past due balance but won't impact the balance until after the cycle closes. Actions: There must be an open follow-up set on the account for the cancelled EIP dispute. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Small payment phishing fraud

Default Expiration: 15 days Reason Code: BLDISP Use Case: This hold can be added to accounts when an unauthorized person is using a Debit/Credit card to make small payments on a customer's account indicating small payment phishing fraud. Actions: Open a follow-up on the account. Document the account with the specific reason and a detailed explanation of why the collection hold was placed. Systematic collection hold

Default Expiration: 2 days Reason Code: DLQWAV (Delinquency Waiver) Use Case: This is a default hold applied by the system when an account is resumed from non-payment suspension (including ladex) and still delinquent. The hold will expire or be removed within two days and collection treatment will resume. Actions: Don't tell your customer their account will be held for two days. The DLQWAV code should be removed, and the correct hold placed if there's a valid reason for the account to be resumed from non-payment suspension. Updating the collection hold code will ensure the correct resolution for your customer. T-Mobile system issues (payment posting issues)

Default Expiration: 2 days Reason Code: PAYISS (Payment posting issue) Use Cases: This hold can be added to accounts only when directed by a current system issue (C2 article) which has caused a payment already posted not to show on the account balance. This hold can be added to accounts only when there is a known payment posting delay system issue for the payment method. Actions: Verify your customer has made a payment to cover the full past due balance. Ensure the payment hasn't posted to the account balance, matches the known issue for their payment method and any returned payments have been replaced with an acceptable payment method. If the account is suspended due to a T-Mobile system issue AFTER the payment was received, restore their service without payment using the CR code. If the account is suspended due to a T-Mobile system issue BEFORE the payment was received, restore service without payment using the same restore code as suspension code. Document the account with the current system issue DOC-ID and detailed explanation of why the collection hold was placed. If the DOC-ID is not included the hold will be considered invalid and removed. Don't use the PAYISS hold for customers who can't meet payment or payment arrangement obligations.

Team Manager-only escalations

Default Expiration: 5 days Reason Code: POLEXC (Policy exception hold) Team Managers and above Use Case: This hold can be used when directed by policy, or manager escalation only. Actions: Team Manager MUST speak with the customer and verify the account before adding the POLEXC hold to the account. Leave memos in the account using the MNGR memo code and the following template: Manager escalation for (reason) Place CHFU (Collection Hold Follow UP) follow up on the account to ensure payment is made. A follow up should not be used for extending the hold an additional 5 days. Holds for this reason will be considered invalid. Upgrade returns

Default Expiration: 15 days Reason Code: BLDISP Use Case: This hold can be added to accounts where credit hasn't been applied for a returned device, it has been over 30 days since the return was processed, and their bill is due in three days or less. Actions: There must be an open follow-up set on the account for the cancelled EIP dispute. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Process a collection hold Samson From the Financial Summary tab in Samson, open the Collection screen. From the top toolbar, select the Actions menu > Hold Automatic Treatment. From Hold Auto Treatment drop-down, choose applicable reason code. Review Collection hold scenarios to find the correct reason code. The collection hold should not extend the next bill due date. If it does manually adjust the hold expiration date. Engage leadership to delete the payment arrangement (PA) if they have an active PA that will process before the hold is released. Document the account with the specific reason and detailed explanation of why the collection hold was placed. Restore the account and release auto-treatment prior to completing a new hold, if research is being conducted, on qualifying accounts, that are ladexed, suspended, or canceled for non-payment. Atlas From Atlas, Billing > Payment Arrangement > select Add hold. Select reason code from the drop-down box. Set expiration date for agreed upon resolution date. Add memos.

Invalid collection hold removal Follow the applicable steps below to try and contact your customer if you've received an email saying an invalid collection hold has been removed.

Leadership Review collection hold removal email from Offline team. Open the account by using the bypass handling process. Create a Samson follow up within two days of the collection hold removal email, assign it to the expert who originally placed the hold. You can create a token verification and send it to your expert to access the account and set a follow up to contact their customer. The token will expire in 30 mins. Leave memos in the account saying a follow up was set to contact your customer about their collection hold removal. Send your expert the invalid collection hold email sent and let them know the date the follow up is scheduled. Expert Access Samson follow up using your worklist to open the account. Locate the primary line and place an outbound call to the Billing Responsible Party (BRP), using your desk phone. Attempt to contact your customer at least two times. Customer answers

Explain to your customer their collection hold has been removed, and make an offer to take a payment, or if eligible, set up a Payment arrangement for the past due balance. Waive/adjust the Payment support fee, when helping make a payment, or set a PA. Give the consequences of non-payment if they're unable to pay. You must memo the account you told your customer about the collection hold removal and next steps. Memo example "Contacted customer to advise the collection hold has been removed. They understand a payment or payment arrangement is required to avoid suspension for non-payment." Customer doesn't answer after second attempt

Leave the following voicemail. "Hello, my name is XXX, I'm calling from T-Mobile about your collection hold status. Please give us a call back at 1-800-937-8997 to speak with a T-Mobile Customer Care Representative." You must memo the account that you tried to contact your customer back to say their collection hold has been removed, and two attempts were made to contact them. Memo example "Tried to contact customer two times and advise the collection hold I placed on (date) was removed. The customer must make a payment or set up a payment arrangement to avoid suspension for non-payment."