NOTES TO REMEMBER · Offline Notepad

Collection will depend on the customer account if they are suspended no need to ask for "any" amount that they can settle, they need to settle their current bill
$7 late fee
if with auto pay can make payment arrangement
auto pay is 2 days advance
2 days with grace period of the 1st installment if unsettled within grace period (5 days will try to collect automatically) until suspended
Late fee ($7)
once you have paid your past due you can avail of a phone
if your current account is only available you can avail of phone
if your past due is higher than your current account credit? you can't avail of a phone
if the account is current, pa will be deleted, if the pa is paid -restore fee charges of $20.00/line up to max $60.00/account (Tax not included/One Time-Charge) - restoration fee

APPROVE scenarios to approve DELETE payment arrangement

within 24hrs set up pa
current account - no past due
with bill impacting - big credit (trade in credit)
the last touch should be the customer - thank you.
when the customer says thank you then you can close the conversation -back out pay $35

WHEN YOU CAN SAY YES cause you can't do the things that the customer wants

I totally get your point but as much as I want to it is beyond my coverage

SAFE Set-up days for payment arrangement

25 days safe for set-up (less than 30 days) for payment arrangement

Grace Period for Days before the suspension

48 hours grace period before suspension
add a line - DASH (C2)
Prepaid subscribers -do not receive bill
Back out payment of $35.00 (billing)

PQR Name: BAN: Phone number: Convo ID: Token: Concern: Reso:

Policy

Current account (No past due) Within 24hrs PA set up 3.Bill Impacting credit Educate the Customer and Collect *You can speak ACCURATELY about situation *You can CONFIDENTLY determine eligibility

PROPERLY EDUCATING THE CUSTOMER *We are unable to delete the existing PA. I recommend keeping it in place to avoid suspension of service and additional fees.

I understand you're not able to fulfill PA commitment. I will be noting your account of oure discussion today. If you're unable to make the payment by the due date, your account is subject to being suspended. Also, you may incur reconnect charges that we'll apply to each line. You can make the payment online or through T-Mobile App.