PAYMENT ARRANGEMENT SPIELS Acknowledgement - I can understand the need for additional time to pay. I wanna make sure you stay connected so let me go over your account to see what options we can do. Can you please bear with me while checking here? --- As per checking in here, account has a past due balance of $100 for 30 days now. Would you be able to make at least any small payment today just to lessen the balance? --- I really want to help you on this and so I'll check other options and will try to exhaust all my resources in here to see what else we can do. Can you please bear with me while checking on this? --- INFORM CX OF PAST DUE OR MIN Upon checking here, account has a past due balance of $$$ for (blank) days now with a minimum payment of $$$. Would you be able to make at least the minimum payment soon so you can set up a new arrangement? --- RECOMMEND - We recommend setting up Autopay once all is back on track to make sure payments won't be missed and to get additional discounts. I also want to let you know you have the option to change the account due date to a date that works best for you moving forward once the account is current. --- OWN THE NO I tried to exhaust my resources here and as much as I'd want to, I apologize as we are unable to change the existing payment arrangement as its already set up under the agreement. I recommend keeping it in place to avoid suspension of service and additional fees. I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay. I see in here its still active so all we have to do is wait for this to fall off and hopefully you can make at least the minimum payment to set up a new one. Just in case we won't be able to secure the minimum amount you can temporarily connect to WiFi and you can use other apps for calling and messaging such as Facebook Messenger, Viber, Instagram, etc. That way you will still be able to get connected to the people you need to contact. PA set up SELF SERVICE option - Here's how via the T-Mobile App: -Open the app and tap BILL. -Tap Set up a Payment Arrangement. -Tap Continue and view the Amount -Tap Payment Method. Previously stored payment method will show, if available. -Tap Continue, read the Terms & Conditions and tap Agree & Submit. -Review the confirmation screen and tap Continue. PA Connect, Collect Protect Flow Spiels, hope this helps @all Connect: I definitely understand the need for some additional time to pay and I am happy to discuss options with you. Please allow me a moment to pull up your account. Collect: BIF CX, I see that you have a balance of $$$$$$$. I’d recommend paying that full amount. It will help ensure that you won’t experience any interruptions in service or incur any additional fees. Would you like for me to process that for you or provide a link where you can pay without any support fees. Can't pay BIF or Total Past Due. Collect 31+ Past due I understand, that is a large bill to pay all at once. What we can do is take a payment for $$$$ and set up an arrangement for the remaining past due balance to get your account secured. Will that work for you? Can't pay 31+ Past due I understand not being able to pay the ($31+ Past due). Let’s work towards reducing the balance a bit. That way you will have less of that past due balance to worry about later. Can you pay any amount today? If the customer says that they can pay a lesser amount help them with the steps to make that payment. That’s great! Let me provide you the steps to get that squared away. Once you have the remaining portion of the $$$$ you can set up an arrangement, but I don’t ever want you to worry about a service interruption or additional fees. I recommend taking care of the remaining past due. At the very least it will save you money each month by not incurring any late fees. That’s a potential savings of 120.00 a year. I can send you additional information about autopay discount savings as well. If the customer cannot pay any amount. Advise of next steps. When will you be able to pay the past due balance? Once you have gained the commitment Great! I will make a note on your account of your intentions to pay that balance. As for next steps, a payment is required to secure your service. That payment will include a $20.00 restore fee per line. Once that’s paid, you can set up your own arrangement once you have the past due balance paid. You can do that here