I hope that this won't affect your perception with T-Mobile as a whole, we're really hoping that this circumstances that we're on won't change the fact that T-Mobile is doing everything to make your experience great. 

I'm genuinely sorry to hear that your trust has been eroded by past experiences. I can only imagine how frustrating it must be to feel like you're in a loop of unresolved issues. Please know, your feelings are completely valid, and it's our priority to not only hear you out but also to work diligently towards regaining your trust through actions, not just words.


The mistake of one person does not reflect our vision to make sure that our valued customer like you ahve the best customer service and experience that you deserve


This is not the experience we want you to have. As we want to make sure that we were able to redeem our self from all your previous experience. Can you give a chance to to turn the experience for better?


I apologize that you are feeling like that. T-Mobile does not have any intentions to make you feel like that. It is just there is a procedure for everything however please stay assured that whetever you are being promised would be abided.

I have went through the previous chat and got to know that we have promised to add a one time courtesy credit of $20. Let me quickly access your account and apply the credit for you.

We really appreciate you for your kind understanding and for your patience. I hope that you have felt my utmost sincerity on helping you out for this one.

I hope that your experience in store will not carried over here in messaging. . As we want to make sure that we were able to redeem our self from all your previous experience.

 
I understand the impact this had on your experience and with that, I am committed to provide a sweep resolution.

I will feel bad to myself if we end the conversation without turning the experience into a positive one. As you have been with us for 5+ years and we cherish it. 

I would love to at least redeem myself in assisting you in every possible way. Would there be at least something that I can do to make your day better?


Your T-Mobile bill should be the least of your worries! I understand that you need more time to settle your bill. These are challenging times, and our top priority is to keep you connected.

I will certainly do my best to help you with it. Allow me to quickly access your account and provide further assistance

I truly understand how challenging times can be, and I want you to know that you're not alone in this. We're here to support you every step of the way and ensure that your connection, which is so crucial, remains uninterrupted. Let's work together to find a solution that eases the burden and helps you through this period. Your peace of mind is our priority, and we'll do everything we can to assist you.

Appreciate you being honest with me on your situation, part of our job here in Care Team is to advocate for our customer and definitely I will make sure to now fall shot on that specially for you who have done so much for the country. 

While I can definitely make the call for you, there might be a possibility that Apple will ask for your presence as their means of authenticating the call- hoping you have an available time to make a conference call between us an Apple, rest assured I will be your advocate over the call, hoping this sounds like a plan to you? 


Thank you for your kind patience and Upon review, I can see your account is 71 days past due with $900.23, and the services were suspended due to non-payment. To restore your services, a minimum payment of $600.28 is required, and we can set up a payment arrangement for the remaining balance to reinstate your services immediately.

Here we are really sorry as the account is already 71 days past due and we cannot make any changes on this account as the system is not allowing us. Moreover, even the supervisor won't be able to make any changes and get your services active as the account tis already 71 days past due and the system requires a minimum amount payment of $600.28 now so you could get the services active instantly.

I totally understand your hesitation with __________________ and I'm glad you got to me so that I can make sure to get that feedback delivered. We take your customer experience very seriously, and I take it personally. I went ahead and got your experience passed on to the right people to make sure these gaps are bridged moving forward so that your experience is as good as it can be.