Offline Notepad
View raw
1.) Why are cancelled accounts subject to late fees?
****Late fees may be applied against an account, including a cancelled account, if the balance due is not paid on time. Don’t worry—as long as you pay your final bill for your cancelled account by the due date, you will not incur these charges.*****
2.) Can I avoid this charge? How?
*****Yes. Paying your bill by the due date will ensure you will not be charged a late fee. You can sign up for AutoPay make paying your bill on time a breeze. AutoPay is a free service that automatically deducts payments from your credit card or checking account to pay your bill.*****
3.) Where can I find more information on your late fee policy?
****** Our late fee policy can be found on our website, https://www.t-mobile.com/support/account/whats-impacting-your-bill .**********
4.) This is the first time I've ever seen this late fee charge. Can you adjust it for me?
Late fees may be applied to the billing amount anytime the account is past due. To avoid the fee in the future, make sure to pay your bill by the due date. I suggest setting up AutoPay. It’s a free feature that removes the worry of paying the bill late. Can I set that up for you today?
: If pressed: I can adjust the fee for you as a 1-time courtesy. And remember, you can avoid late fees by paying your bill by the due date. The best way to ensure timely payment in the future is to set up AutoPay.
&&&&&&&&&&&&&&&&&&&&&&&&&& Self-service upfront restore fees &&&&&&&&&&&&&&&
Q: Hello, I'm trying to pay my bill online to restore service and it says I need to pay more than my past due delinquent balance. What's going on?
A: I'd be happy to help you out here. I do see that your account got suspended due to a past due balance and to restore service, you'll need to pay the past due balance and restore fees which are $20 per line (capped at 3 lines). I can help you make a payment, you can continue to pay it online, or you can even pay it in our SIVR. Would you like me to help you make the payment?
Q: I've never had to pay restore fees to restore service online before!
A: I completely understand your frustration. In the past, when you've paid your bill online we've always added the restore fees to your next bill. We've found this can create a higher bill than our customers expect the following month, so we now ask for those fees upfront to restore your service today. I can help you make that payment today, or we can set up a Payment Arrangement with the fees included if you can't make the whole payment today. Would you like to pay the full amount?
Q: Is there any way that I can have my restore fees waived?
A: I’m, sorry I’m not able to waive the fees for you, but if you have concerns over how much is due, I’d be happy to assist you with a payment arrangement to help manage the amount due today.
(If your customer does not agree to do a payment arrangement, is escalated, and asks again for a waiver of the Restore Fees.)
I can, as a one-time courtesy, push your restore fees to your next bill since you weren’t expecting to pay them upfront this month. When your next bill is due, you’ll simply owe your current month charges and the fees from restoring service today. Would you prefer the fees pushed to the next bill or move forward with a payment arrangement?