billing speil · Offline Notepad

Please take the time that you need to recover with your finances and please remember that T-Mobile got your back and will provide a best resolution on your concern. Aug 9

Mendoza, Donna Rio Aug 9, 1:31 AM RESTORE ACCOUNT:

We truly appreciate your full efforts in catching up with the bill. I wanted to help you get the service restored though as we see here your account is 36 days past due and we need to settle a small portion of at least $XX.XX (minimum payment)

By any chance, Is this possible? This will be a great help for us to set up an arrangement to restore your account.

Mendoza, Donna Rio Aug 9, 1:31 AM (Edited) RESTORE ACCOUNT:

I understand the need of extra time, especially when there is a unforeseen event occur. We just don't want you as well to be burden w/ restore fee piling up, since unless we settle the minimum, service may be suspended again.

I don't want you to feel that I am pushing you with paying the minimum since you're currently trying to catch up with bills until DATE, it's just that as much as we want to (RESTORE OR SET UP A PAYMENT ARRANGEMENT), payment of minimum is needed.

What we can recommend for the mean time, you can connect to home Wi-Fi and once ready to pay all minimum on DATE, then we can definitely restore and set a new payment arrangement to keep service. Let me know if you have questions. Aug 21

Mendoza, Donna Rio Aug 21, 7:11 PM DOUBLE PAYMENT FOR PA ( CX THOUGHT THE ADV PAY WILL COVER THE SCHED PA)

I see here that this is for a payment arrangement scheduled for the 19th. And since it is on payment arrangement it means that the payment is going to be taken out automatically. However, it shows that you've made a one-time payment the same day and it doubles the payment that you're supposed to make that day. Should it work for you, I can submit a refund request to one of the payments. If you have questions, please let me know. Aug 24

Evasco, Nikko Aug 24, 8:09 PM . Aug 25

Mendoza, Donna Rio Aug 25, 1:41 AM OWN THE NO RESTORE:

We appreciate your understanding on this, Journey. We are trying to make sure that you will not get suspended again due to the existing minimum or past due balance, which may give more fees that can pile up on the account. And that's what we're trying to avoid.

Which is why we highly recommend to set up a new arrangement by paying at least the minimum balance to be eligible. I hope I was able to clarify and I wish you would appreciate our genuine concern by helping you avoid these fees.

Please do let me know if you need further help or question. Aug 29

Mendoza, Donna Rio Aug 29, 9:30 PM I know how you feel and good thing is the arrangement is protecting your line from getting suspended and definitely, help your account stay active. Aug 30

Mendoza, Donna Rio Aug 30, 8:25 PM CREDIT DECLINED

Please trust that I completely understand your predicament and I know that $XXX is not a small amount. I would like to ask for your utmost understanding that credits and adjustments are provided when it is determined that T-Mobile has charged you in error. Given this situation that we are in, it has been determined that the charge was billed correctly; therefore, we respectfully decline to issue a credit on the account. Sep 3

Mendoza, Donna Rio Sep 3, 8:35 PM Collecting payment:

Is it feasible for you to make payment today for any amount? This will help in lowering down your past due and will also help in making your future payments more manageable. It also help in avoiding stockpiling of multiple bills and pay them all at once. Sep 8

Mendoza, Donna Rio Sep 8, 2:55 AM RESTORE OWN THE NO: Modify the flow

I appreciate you reaching us out about this one. No worries, let me check it here for you. One moment please.

I know that life hits us hard and that haymakers are our bills left and right. That's totally understandable as I'm also a customer outside work.

I can see in here that T-Mobile has been lenient in the past by restoring the account multiple times without payment. Right now, payment needs to be posted to restore services. We are not asking the full amount but at least the oldest bill.

I understand it's not the response you were hoping to receive, however your account needs to settle at least the minimum or the past due balance to have your services be restored.

You don't have to apologize, we understand that it's not possible now. We just don't want you as well to be burden w/ restore fee piling up, since unless we settle the minimum, service may be suspended again.

I don't want you to feel that I am pushing you with paying the minimum since you're currently trying to catch up with bills until Friday, it's just that as much as we want to, payment of minimum is needed. This way, we'll be able to set up a new arrangement to secure the account.

Here's what we can recommend. For the mean time, you can connect to home Wi-Fi and once ready to pay all minimum on Thursday, then we can definitely restore and set a new payment arrangement to keep service active without the worry of getting more fees. Please don't hesitate to ask any questions.

We appreciate your understanding on this. We are trying to make sure that you will not get suspended again due to the existing minimum or past due balance, which may give more fees that can pile up on the account. And that's what we're trying to avoid.

Which is why we highly recommend to set up a new arrangement by setting at least the minimum balance to be eligible. I hope I was able to clarify and I wish you would appreciate our genuine concern by helping you avoid these fees.

Please do let me know if you need further help or question. Sep 18

Evasco, Nikko Sep 18, 7:51 PM . Sep 19

Mendoza, Donna Rio May 4, 8:54 PM (Edited) Returned payment( depend on your scenario, modify this if needed) :

The reference number that you got also reflects on our end as we can absolutely confirm that. However, when using an electronic check payment to pay for something, it is forwarding the said information of your account to us then your bank will evaluate this payment from a later date.

So what happen is that, we received your payment last (Date processed). Then on (Returned payment date), the payment was validated and then your bank return the payment back to us unpaid. Meaning, they didn't clear the said transaction or payment from their end.

Our best option to take care of this is by coordinating it back to your bank as to what exactly happen to the said payment. Given their expertise as a bank specialist, they can absolutely help you with everything you need to know about this payment. Oct 1

Mendoza, Donna Rio Jul 6, 9:59 PM BILLING:

With all these numbers, I sure know how bills could really be confusing, at times they could also be overwhelming. Good choice reaching out! Let's have a run through of you bill and see what's going on. This might take a little while but I am hoping you would bear with me? Is there an amount you are expecting so we could compare and see what is different? Also any account changes you could remember? Oct 5

Mendoza, Donna Rio Sep 8, 1:18 AM (Edited) RESET PA WORKFLOW (modify na lang if needed)

I understand the need of extra time with everything that's happening I know how hard this must be for all of us especially when there's unforeseen event occur. Good thing you got the right person to take care of the request for today.

We promise to always deliver our valued customers like you the best experience and thank you for being the best part of T-Mobile. As one time courtesy, we can reset the arrangement so you can set up a new one with new dates.

In that regard, you may create a new arrangement on the account for the extension that you may needed as one time courtesy.

Here's an easy steps to set up your payment arrangement and kindly let me know if you have set it up so I can double check if all good, I'll wait for your update!

Open the app and tap BILL. Tap Set up a Payment Arrangement.

Go to My T-Mobile and log in your account. Click Set up a Payment Arrangement.

Great! I am happy that we were able to secure the arrangement and believe that this is the right solution for you.

I encourage you to make the payment for your new billing amount by the due date so you are completely caught up when you reach the end of your arrangement

Thank you for being so amazing and for taking this time out of your Wednesday to reach out for some assistance. Oct 6

Mendoza, Donna Rio Oct 6, 12:05 AM MAGENTA COMPLETE

Awesome, I see here that your account has been moved to the T-Mobile billing system.

First off, thank you for continuing to choose T-Mobile and welcome to Magenta Family. As part of bringing the two companies together, we need to eventually move all Sprint customers to the T-Mobile Billing System.

Kindly go to t-mo.co/newlogin to find Frequently Asked Questions and Answers located at the bottom of the page.

The first time you access your T-Mobile account, you will use your Sprint username but after setting up your T-Mobile ID, you will use your phone number or email to log in instead of a username. Check out T-Mobile.com/app to learn about how to use the MyT-Mobile app.

Moving forward, your new bill will look different. In the “This Bill Summary” section you can see an overview of all the lines on your account, service plan monthly recurring charges, Equipment monthly recurring charges, and other services. In the “Equipment” section you can see a more detailed view including Balance and number of installment payments made.

Your payments will stay the same amount that you were used to on your Sprint bill. Your rate plan price will stay the same or better. With this update, the way you manage your account is different.

Rest assured, your current rate plan, price, and tenure won't change, your bill will simply look different, and you'll create a new login to access your T-Mobile online account. All that is needed is a compatible phone and SIM Card for all lines.

https://c2.t-mobile.com/accounts/magenta-complete-welcome

https://iconnect.sprint.com/docs/DOC-6681

Leaban, Maantonette May 12, 2:30 AM PAYMENT ARRANGEMENT | PA

CX concern about service interruption: We would love you to enjoy the service and interruption might be a possibility since the arrangement was not fulfilled. If ever that happens, we can still set up a new arrangement so long that we are able to settle the minimum amount then set up the new arrangement. Would you like me to set up a follow up on the account to check the status of the arrangement and let you know when it's remove?

Cx could not really pay: Next step Ladex: I know this is a tough time right now and appreciate you wanting to settle the amount on the date you have mentioned. As of the moment, the option to create a new arrangement would be possibly after settling the minimum amount. You might be concerned with the service interruption and so do I. Normally, when the account service is interrupted, only the outgoing calls and text won't work and data. The incoming text and calls should be working fine. For data, if you have a wifi connection at home or can connect to any hotspot or public wifi, you may try to do that for the time being while catching up with the bill. You may also use some application like messenger, whatsup or hangout to use for messaging and calling as well while connected to wifi. Hoping for your understanding, Cx. Oct 11

Mendoza, Donna Rio Apr 12, 11:26 PM (Edited) PAYMENT ARRANGEMENT that has 31+ days past due and service is active:

We completely understand that managing our finances can be challenging at times and you actually have the option to settle the bill on the said date if that's the time you can but please know we cannot guarantee on when our services will stay uninterrupted. It only says here that our account may be suspended any time once there's a past due balance in the account so we are encouraging you to settle this as early as you can. We are also looking forward to it as we don't want you to experience partial interruptions on your phone service.

We are sincerely asking for your kind understanding on this one. On top of that, we know you're doing your best to manage all the bills especially for our phone lines which is our way to communicate.

As long as we settle the minimum amount of $XXX on the DATE then we can proceed with setting up a new payment arrangement on our account. With this, we can get the extension that we need for paying the remaining balance on our phone bill. Adding up to that, an existing arrangement well ensure our phone services! Oct 17