We really appreciate you being a loyal customer of T-Mobile, and we hate to see you leave. For reference, may we know why you are considering letting go of your T-Mobile account? 
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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 you would like to cancel the line? 

Removing a line is definitely the last thing we want you to do as we truly want to keep you connected. By any chance, are you planning on adding a watch/tablet on this line? We could definitely convert this line into watch/tablet. Are you interested with this?

May I ask if you know someone who would love to take over the line?
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SAVE ATTEMPT SPIELS: 
 
COR - Line transfer** 
May I ask if you know someone who would love to take over the line? Could be your extended family or a friend. By keeping the line, you can also SAVE the $35 from Device Connection Charge if you decide to add a new line again.   
 
Change product type** 
While checking, I noticed that you have Apple/Samsung phones on your account. I just want to ask if you've considered getting an Apple/Samsung Watch and iPad/tablet? That way, we can convert the line and you won't have to pay for the Device Connection Charge ($35) when you add it in the future. Good thing is that we can also activate your existing watch or tablet to this line. May I know how would you like to proceed? 
 
*If the cx still insisting on cancelling the line, proactively offer if there are promotions that may be affected on cancelation. If there's a promotion (if promo requires AAL) 
Before we proceed, I took the liberty to check on your account and saw that your line has a promotion that covers the monthly charges of your devices. Just a heads up that if we proceed to cancel this, the promotion may also remove that will result to the account being charged with the device standard charges. Would you still like to proceed? 
 
If the reason for cancellation is network issue** (Check if the cx already contacted PDA/ Tech, if not proceed with BTS and set proper expectation that we might transfer them to tech team) 
I know how important for you to have a perfectly working network, CX and I am here to help you resolve that. I will be asking a series of questions to get into the bottom of this so that we can also do some basic troubleshooting steps. If that won't work, I can also transfer you with our dedicated technical team so that they can perform a more advanced troubleshooting steps to have this resolved. Shall we proceed? 
 
*If it's bill issue (with promotion) 
We appreciate you for sticking with us, cx! I understand your situation and I know how important for you to save as much by canceling the line. How about we check a cheaper rate plan that is eligible with your current promotions (if there's any) or remove some features that you might not using. How would you like to proceed? 
 
It's always important to make sure we're staying on budget! I would be more than happy to take a thorough look at your bill and see what options we have. May I please know how you usually use your device? So that we can check the options for you. 
 

Payment arrangement  

Consider a payment arrangement if you need extra time to pay your T-Mobile bill. Get the details on eligibility, dos and don’ts, and potential fees.  
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CANCELLATION DELAY 

I see that your billing close date is the XXX of every month and the line cancellation changes take place effectively on that date itself for all our customers. Our system is designed to schedule all cancellations by the end of your cycle to avoid any bill confusion. What I'm going to do is put a special note on your account mentioning the details and reason for the line cancellation and all you need to do is just drop a simple message to us here on the XXX of this month and your line will be effectively canceled. Sounds good? 

> Consider it done! I have successfully processed the cancellation here on my end. Please note that this will fully take effect on the end of your bill cycle. Rest assured that the line will no longer appear on your next bill.