PA · Offline Notepad

MORE THAN 30 DAYS PAST DUE

= I understand if you are not able to make a payment for the full amount today. I know money may be tight. I am concerned however that if we do not secure a payment today for at least your oldest past due amount, that the services may be interrupted. Here’s what I would recommend, let’s process a payment for the oldest balance and then we can schedule a payment arrangement for the remainder of the amount to give you some additional time to pay. How does that sound?

= That's great! Can we use the account information on file to process that payment for you?

= Alright, if you could provide your updated payment information right now, I'd really appreciate it.

LESS THAN 30 DAYS PAST DUE

= (insert customer’s name) I can hear the frustration in your voice, and I understand how important it is to stay connected. We certainly have options to help you. Sounds like you need a payment arrangement to give you some additional time to pay. What amount can you pay today to get an arrangement started?

= (insert customer’s name) I’m glad you called in so that we can help you with securing your account. We have some options that I believe are just what you are looking for to give you the time you need. I suggest making a payment to lower the billing amount, so you are not paying a large amount at one time. We can then set up an arrangement to secure the remainder. What can you pay today to get started?

SUSPENDED

= Hi ! This is Rose. I am here to help take care of (concern) for you.

= That's great! Can we use the payment information we have on file?

PAYMENT ARRANGEMENT PROCESS

= Great! I’m so glad we could come to an agreement on the payment arrangement. I appreciate your patience as we finalize the details. It might take just a little time to process everything on our end, but rest assured, we’ll keep you updated every step of the way. If you have any questions or need anything in the meantime, don’t hesitate to reach out. Thank you for your cooperation, and we’re here to support you!

Set up Payment Arrangement

Tap Manage Tab > Make a Payment > Tap Set up a Payment Arrangement. When you see the installment dates, stored card, or bank account on file tap the right arrow to change any of the arrangement details.

Otherwise, tap AGREE & SUBMIT.

For your reference: https://support.t-mobile.com/docs/DOC-4060

Make a Payment SSO T-Mobile Website

Here's the steps on to make a payment using the T-Mobile website:

-Go to My T-Mobile and log in to your account.

-Click BILL.

-Click Pay Now.

Make a Payment SSO T-Life app

Here's the steps on how to pay the bill in the T-Life app:

Tap Manage Tab > Select Make a payment > Tap Total balance or Other amount > Tap Pay

Account Maintenance

(Empathy)

I understand that we are having an issues with processing the --- online, making a changes through the app/ online indeed make our to do list a lot more convenient. No worries, you have me here now and I'm more than happy to help.

(Empathy boost)

Totally get it! We want to do everything we can to help you through these challenging times. I've experienced some setbacks myself. I'll do everything I can to help you through this! That's what I’m here for!

Billing

(Empathy) I understand that you are concerned about the charges applied to your bill. Bills can be a lot of information at one go. No worries, let me simplify for you by sharing a detailed explanation of all charges reflected on your bill.

Payment Arrangement PTR

Acknowledge: "I understand you're looking for additional time on your payment extension. I will check what options the account has."

Transparent resolution:

You currently have a payment extension on the account, we are not able to extend a payment extension. This arrangement would have to be completed before you can set up another.

Move forward:

If circumstances change, I would recommend paying the balance/ setting you PA on the app to avoid payment fees. The app will have the same day/amounts as we see in our system.

NEW PA SET UP EXPECTATIONS:

After suspension:

Your payment arrangement is set up for $___ on __ date and $___ on __date. Your account will automatically restore, but keep in mind it can take up to 2 hours. Restart you phone after this conversation. You may want to advise your other lines on the account to do the same.

Late SMS regarding past due

You may get a text in the next day or 2 about being past due. Those messages can be queued to send from the system. Not to worry, your payment arrangement is set, and you can disregard those.

Early payment:

Lastly, I recommend to let the payments draft automatically, and to not make them early to avoid duplicate payments processing. If you need to edit the card or payment method, you can do that via the app.

UNABLE TO PAY

= We reviewed the minimum payment of ___ is needed to qualify for any additional payment arrangements. I understand you are not able to make that payment now. I circumstances change, I recommend using your app to make payment and set any arrangements needed to avoid any payment support fees.

= I can send you the link at the end of this conversation. Is there anything else I can review today?

= I understand you are not able to make the payment right now. If you are able to later, to restore service, you can make the minimum payment and then set and arrangement using your app to avoid any payment fees. You will see the same minimum balance of $__ due and have the same PA dates available as our billing system.

PA LONG TERM

Rate plan change

Hey, cx! I found an option to switch you to a lower rate plan. You’ll still get

unlimited calls, texts, and data, but there will be some differences in the

high-speed data allotment. Let me fill you in on the details, especially

regarding pricing and how it will affect your bill. Does that sound good?

Bill cycle change

I’m really happy to hear about your new job! We can definitely align your

payday with your billing cycle to make it easier for you to set up a

payment plan. Should we go ahead with this option?

Removing of feature

I took a look at your account and noticed some features we can remove to

help lower your bill in the future. Would you be open to that? I can explain

how it will impact your account before you decide.

EIP installment

I also saw that you have three remaining installments for the (device,

accessories) totaling ($…). You might want to consider paying this off

early, which could save you ($...) on your account. After that, your new bill

would be ($…). What do you think?

SET UP PA ON THE APP

You can set this up on the app at BILL

Set up a Payment Arrangement

Continue > Payment Method

Continue > Agree and Submit.

Please let me know once you've successfully set it up. Thanks!

Current PDC spiel (Pre-Define Content)

You currently have a payment extension on the account, we are not able to extend a payment extension. This arrangement would have to be completed before you can set another.

If circumstances change, I recommend paying the balance/ setting your payment arrangement on the app to avoid payment fees. The app will have the same days/ amounts as we see in our system.

You may get a text in the next day or two about being past due. Those messages can be queued to send from the system. Not to worry, your payment arrangement is set, and you can disregard those.

Your payment arrangement is set up for $___ on __ date and $___ on ___ date. Your account will automatically restore, but keep in mind it can take up to 2 hours. Restart your phone (HSI) after this conversation. You may want to advise your other lines on the account to do the same.

We reviewed the minimum payment of ___ is needed to qualify for any additional payment arrangements. I understand you are not able to make that payment now. If circumstances change, I recommend using your app to make payment and set any arrangements needed to avoid any payment support fees. I can send you the link at the end of this conversation. Is there anything else I can review today?

PDC: I understand you are not able to make the payment right now. If you are able to later, to restore service, you can make the minimum payment and then set an arrangement using your app to avoid any payment fees. You will see the same minimum balance of $___ due and have the same PA dates available as our billing system.

Is there anything else I can review for you today?

Just to set proper expectation, if the arrangement will not be made by the date, service will be at risk for interruption and will be subject for restore fees of $20 per line plus taxes max at $60. We do highly suggest to make the payment on time to avoid these charges.