Advisement for changes

💬Please be advise that most changes occur within minutes, it may take up to a minute to 2 hours for the changes to fully take effect.


Ownership for customer bad experience:

💬I am part of T-Mobile, and your previous experience is also my responsibility. I am really sorry for the inconvenience this has caused you.

Pro-rated charge:

💬as it seems like a pro-rated charge has occur on your bill for this cycle. Looking on your account bill summary, I can see that here's a pro-rated charge of $__ when you activated the line __ on your account.

Pro-rated charge occurs when there are changes that had happen in the middle of an account billing cycle.

But no worries, as the pro-rated charge will only occur as one-time charges on your account and moving forward you will stick to your monthly recurring bill which is the $__ monthly.


PIN and account number self-service: 

💬BA little share, you can actually see your account number and PIN update by accessing your account online. Here's a helpful support link that you can use as your reference. 

Account number: https://www.t-mobile.com/support/account/find-your-account-number?cmpid=hw_send
Pin change: https://www.t-mobile.com/support/account/set-up-your-customer-pinpasscode?cmpid=hw_send

Educate customer how 5G works:

💬 However to set a proper expectation 5G coverage consider 3 factors in order to enjoy it. Here are they.

1. Area should have 5G coverage
2. Sim card should be 5G compatible
3. Device should be 5G compatible

It seems like you currently have an iPhone 8+, Please know that Apple recently launch a 5G compatible device which is the iPhone 12 series.

Devices prior to the lunch of iPhone 12 series are not 5G compatible devices. With this, iPhone 8+ would be unable to connect to a 5G network.

For your future reference, you can use this helpful link in knowing more 5G network. 😊

Link: https://www.t-mobile.com/devices/5g-phonest

Troubleshoot:

💬 I have utilized my network tools and it's telling me to get in touch with our tech experts to perform advance troubleshooting with you. Can I call you at line ending ____?

Upgrade devices save support fee:

💬 I will be so glad to process an upgrade and order for you, as a head up please be advised that orders that are being process through customer care incur $20 support fee. Would you like to proceed with the process?

But wait there's more! You can save the $20 support fee but upgrading through T-Mobile app/website.

Here's the steps.

SHOP > DEVICES 

Unplanned maintenance:

We are sorry that this impacts your ability to use the service. Nothing to worry, our technical specialist and engineering department is already aware of this incident and will work on getting the services be restored the soonest possible time. And since it is an unplanned outage/degrading of service, we still don't have estimated time of resolution yet, but you can use this trouble ticket number 33188066 for personal reference.

Credit check, high down payment: 

💬 Please be advised that the said pricing is a system generated one and was based in your account's credit check/class. 

💬 Everyone at T-Mobile pays the same price for each phone, it's just that down payment amounts are specific to each customer and their account. A high down payment today means low monthly phone payments and vice versa.

Oh, I wish we can do something about this case of yours, but unfortunately down payments are system-generated and getting low or no down payments has several factors. One of them is that it's a thousand-dollar phone and we require a down payment for pretty much all customers regardless of credit although how much varies.

The other is they look at factors such as credit, account history, account tenure, payment history when coming up with how much down would be required for a phone.

Just a little share, there are some ways to qualify in the future for zero down or very little and that would be having 12 months of consecutive on time payments. With that means is you can't be late by even a day on your payments and after a year you would qualify for that.

NO 5G yet on the area:

💬  It looks like our 5G coverage has not reached your location yet, but we do have great LTE coverage here that our 5G devices work amazing on. We are rolling out 5G at unprecedented rates and with this device purchase you'll automatically access 5G coverage anywhere it's available and once it comes to your area!

Explain how ECA (Equipment installment credit) works:

💬 The reason why there is now a down payment of $206.79 is due to the account does not have sufficient device installment amount to cover the full price of the iPhone 11 ($699.99).

It's like a credit limit, where you need to pay off some balance first to free up some available limit.


Prepaid:

It seems like you our one of our valued prepaid customers. Please be advise that we do have a dedicated team that specialized prepaid customer's concern, they our prepaid care department.

Are you able to cater a call right now so I can connect you over to them to check if they do have?

Empathy:

💬 "I am a customer myself too, XXXX and I would definitely feel the same way if I didn't get what was promised to me" 

Dead end/Provided all resolution to customer or no other resolution:

💬 I don't want you to feel that I am pushing you towards a close road but please understand that both of our hands are tied right now without the account.

💬 I wish there was a different way.

💬 I know that this may be a sort of bad news and this is hard for me to let you know that this is our only option, I'd rather hurt you with truth than make you smile with lies.

💬 I did every possible way to give you the resolution you desire on this, sadly, I really hate to say this, but I am unable to grant you the exact resolution you are asking, and I really felt bad about it.

💬 I do hope though that you have felt my most sincere intention to help you on this. Please do understand that if I can only do it, I could have done it immediately at the start of our conversation without any hesitation.

💬I am as eager as you are to have this issue resolved. Please trust that if I can process your request on my end, I would do it in a heartbeat. However, I am hoping you would understand that the system will not allow me to proceed due to.

Troubleshooting:

💬 (After basic TS) I honestly couldn't appreciate you enough going thru all these steps with me, XXXX. You're a valued customer and you deserve the best! We got your back on this one and I'll make sure that this will be taken care of. We just need a bit of help from our specialized tech team over the phone. Would it be okay if I'll call you so that I can personally hand you over to them? I can assure you that they'll do everything to have this fixed just for you.  

💬(Outage) I really hated to see you going thru all this, XXXX. But the good thing about it is you're able to get in touch with us to see what's happening with your services. For now, just sit back, relax and let us do all the work for you. Our engineering team is working on it already as we speak and once fixed, I can assure you that you'll have faster and more stable connection than you've ever had.

💬(Feature not available, should offer at least 1 reso first) We just can't thank you enough for trusting us on getting this kind of services, XXXX. Though as of now, that's what we have but you know what? T-Mobile will never stop! I'll make sure that this will not be left unheard. You know us, we always offer new services based on what our valued customers', like you, needs. 🙂

T-Mobile Tuesday:

💬We are T-Mobile are always grateful having an amazing customer like you. As way to appreciate your business with us, Through T-Mobile Tuesdays, you will be able to get free stuff & great deals.

Simply Download the T-Mobile app and enjoy our current offers like Free Whopper with any $1 purchase and many more!

Refer to this link below. Link: https://www.t-mobile.com/support/deals/t-mobile-tuesdays

💬We want to make sure you feel the Un-carrier love and get our free stuff as a way of thanking you guys for joining T-Mobile family. Remember to download the T-Mobile Tuesday app on your iPhone/Android, so you don't miss any of the free food, discounted gas, concert tickets, and more each week!

For more information, please see this helpful link: https://www.t-mobile.com/support/plans-features/t-mobile-tuesdays-app

Known outage:

💬 Thanks for patiently waiting XXX, there are multiple sites are down in the Indianapolis market due to a transport outage, which is resulting in market isolation.

Voice/Data/Messaging: Subscribers in the affected areas are not able to place or receive calls, access the Internet and other data services, or send/receive text or picture messages on all available technologies (2G, 3G/4G, LTE, and 5G). Emergency Services: Subscribers will have a call failure when attempting to make E911 service calls.

💬 I do apologize if this is happening on you, though currently our team is working on this one but there is still no definite time given until when services will get back. This report has happened just 2 hours ago.

💬 You are welcome xxxx, and I do apologize for the inconvenience that have happened to you. Rest assure that T-Mobile would do it's best to get the service back again. 

💬 I'm sorry that you haven't been able to use your services for the past day. That makes it really hard to stay in touch. Thanks so much for letting us know about it. I see that there is something going on in your area, and some other customers may be experiencing the problem too. Our engineers are working on it! We’ll have you back up and running soon. 

As your reference here's the ticket #: dead__ for the known outage occurring. Rest assured that this heads up is fully noted and we'll sort and ironed the outage so you can go back and enjoy your service again smoothly. 

Restart the device:

💬 Alright, copy that. Please be advise that are about to start the basic troubleshooting on my end. Kindly restart (Turn off/On) your device for at least 2 minutes as I send you an over the air connectivity update and help refresh the connection established between your device and the cell tower it was linked.

💬 Kindly restart (Turn off/On) your device for at least 2 minutes to help refresh the connection established between your device and the cell tower it was linked.

Down payment:

💬 We require a down payment for pretty much all customers regardless of credit although how much varies. The other is they look at factors such as credit, account history, account tenure, payment history when coming up with how much down would be required for a phone.

This down payment will ensure you have lower monthly payments throughout the term of the loan while you enjoy that new device.

Payment arrangement advisement: 

We can surely set a new arrangement on your account to use as extension and keep your account active. However, I do have one worry. As to payment arrangement is only eligible for past due balance that is less than 30 days.

In which customer require to settle the past due balance more than 31 days, this is also FCC (Federal Communications Commission) approved option for bill extension.

Checking here, your account is more than __ days past due, by which a minimum payment of __ must be settled in order for us to set a new arrangement. Are you able to make this amount today so we can get a new Payment arrangement?

Payment arrangement support fee: 

💬 I would love to process the setting up of payment arrangement for you. However, please be advise that there will be a $10 support charge. But wait, there's more! You can avoid the $10 support charge by using self-help option with this link.

Link: https://www.t-mobile.com/support/account/payment-arrangement

Which one will work on you best? 

Troubleshooting:

💬 Please be advised that we will do basic troubleshooting, and this will take some time. If this will not fix the issue, I may connect you directly with our advanced tech care department using a different phone. Will that be, okay?

Sim card:

💬Kindly provide me the sim card number/ICCD number on the phone please? 

To get sim card number/ICCD

1. Press Menu and select Settings.
2. Scroll down and click About.
3. Click Phone Identity (or Status, depending on your Android model)
4. Click IMEI information.
5. The 19-digit ID number on your SIM will be listed under ICCID or SIM ID.

Insurance claim:

💬 Awesome! I have confirmed that your device for line ending ____ is cover by a protection 360 feature. I do have 2 options for you to file an insurance claim.

1st option: File online using this link https://mytmoclaim.com/terms

2nd option: File a claim via calling in to Assurant at 1-866-866-6285

💬 the next thing that we should perform is to file a claim, I do have 2 options for you, ____.

First option, you can file a claim without talking to an insurance representative using this link

Link: https://mytmoclaim.com/

Second option, I can connect you over to our insurance team and they will be assisting you in filing a claim.

Which one would work on you best? 

Allow short codes: 

💬 I already change the settings of your short code manager to "allow all short codes" Please be advise that most changes occur within minutes, it may take up to a minute - 2 hours for the changes to fully take effect.

Modernization:

💬 I am conducting area network check on your zip code ___ and I have review that there is a modernization in progress on your area's cell tower. Modernization is when T-Mobile upgrades and improves its network towers, usually in order to add newer and faster technology.

As result, it causes degrading of services like dropped calls, abrupt loss of service, and slower date speed due to greater use and congestion.

Make payment self-service:

💬 Here's the thing, I do have 2 options for you to make a payment. first one is I can process it on my end however please be advise that there will be a $8 support charge.

But no worries, as I do have a second option for you. You can settle your payment using the self-service via T-Mobile app to save the $8 support fee or by using this

Link: https://www.t-mobile.com/support/account/pay-your-bill

Unauthenticated:

💬 Please be guided that T-Mobile live messaging can only access account that is being authenticated using their log in. However, don't worry as I do have other option for you. You can manually verify your information via calling our customer care department at 1-800-937-8997 

💬 I would love to check the status of your account, however, to check that I need you to log in and have your account authenticated by the system. Please log in here. 

Upgrade device with past due:

💬 First of all, I want to give you an appreciation for showing interest on having your device upgrade with T-Mobile. As a heads up, upgrading a device incurs some requirements and eligibility.

As I did a visual check on your account, I can see that you have a past due balance for $___ . This balance should be paid so that the system will not block us to start the process of the upgrade.

Are you able to make a payment right now so we can start the upgrade process?


One-time pin:

💬 Before I proceed, for the security of your account, I will send one-time PIN in line ending in xxxx. Once you receive it, please provide me the PIN. Thanks!

Payment arrangement not able to pay:

💬 I can see that it is the PA that is keeping the account Active. Just in case, you weren't able to fulfill your promise to pay on the agreed dates, there is a risk for service interruption.

💬 If you wouldn't mind, may I ask the reason on why you weren't able to make the payment on the agreed dates?

💬 I do understand the need to extend your current arrangement. Please know that once the arrangement has been set up, we are unable to edit or delete it.

💬 You have the option to set up a new arrangement once this current one falls off on (3-4 days after the current payment due date and there is no 31+ past due balance) however, there is a risk for service interruption, and you may incur $20 plus tax restore from suspend fee per line on the account.

💬 You have the option to set up a new arrangement once this current one falls off on MM/DD/YYYY (3-4 days after the current payment due date and there is no 31+ past due balance) however, there is a risk for service interruption, and you may incur $20 plus tax restore from suspend fee per line on the account.

Data de-prioritization:

💬Thank you for letting me know about that! As I did my review on your account network check, I was also able to go over your data usage and I was able to figure out that at the moment your data was also in de-prioritization.

De-prioritization is the temporary slowing of your data speeds during times of network congestion, whereas throttling is the slowing of your data speeds to almost unusable speeds once you've met your monthly data allowance.

But no worries as this will not be for a long time, your data usage will be refreshing once your billing cycle has been reset. At the present, you have __ days more for your new billing cycle to start, as a heads up on the ___, your data speed will be back to normal.

Schedule a call back self-service:

💬 in scheduling a call back, I do not have an option for that to process it on my end. However, you can set up a call back on your end using your T-Mobile app on your own preferred time. Here are the steps!

1. Open the T-Mobile app and tap MORE.
2. Tap Contact us or the phone icon at the top right of the screen.
3. Click Message team, Call now or Schedule a call.

For scheduled calls:
-Select a date, time and time zone.
-Click Find a Time.
-Select the desired time and click Confirm > Done.


Promo did not apply, and you offer out of policy offer to compromise with customer:

💬 "I understand that the purchase you made is not eligible for the promotion because we missed out one requirement for you to get that amount off. I am part of T-Mobile, and your previous experience is also my responsibility. I am really sorry for the inconvenience this has caused you. I hope you understand as well that this amount I am offering right now is already outside the promotion policy and that I am here to make sure that you will be compensated rather than not getting any amount."

Remove insurance P360:

💬 We can absolutely remove the insurance in that line. However, once the device on that line encounter any issue like physical or liquid damage or lost/stolen. You cannot file a claim for replacement.

💬 in the future, you can also make changes with your services or features using the T-Mobile app or from a computer using My T-Mobile by following the steps on this link: http://support.t-mobile.com/docs/DOC-6772

Get IMEI:

💬 Can you provide me with the IMEI number of the phone please? To get the 15-digit IMEI, please open the dialer on the device and press Star, Pound, Zero, Six, Pound (*#06#) then press Send.

Simple global:

💬 Great news! As I have it checked, your XXplanXX does includes an international feature we called Simple Global. It will give you unlimited texting, unlimited 2G data, and discounted calling for $0.25/min when roaming at ___. It is automatically activated in the account; all you have to do is enable the data roaming by dialing #766# on your dial pad. You can also refer on this link for Simple Global rates, for future references and see what other countries we have coverage: https://www.t-mobile.com/coverage/roaming


Self-service suspension/lost/restore: 

💬 in the future, you can also suspend or restore your line/s on the account from a computer using My T-Mobile by following the steps on this helpful link: https://support.t-mobile.com/docs/DOC-1717

Offering credit spiel:

💬 Here's what I can offer, (state your offer) and if you agree I can process it right away. How's that sound? Note: Please know that this is only valid during our conversation and No Agreement will void this offer.

💬 I have a proposal for you since we value you as a customer, with your approval I can (state the offer). Please be reminded that this is a one-time offer and only valid during this interaction.

Domestic roaming spiel:

💬 When you travel outside of T-Mobiles US network coverage area, your phone automatically switches to using one of our third-party wireless partners. We coordinate with these other networks in certain areas of the US to give our customers seamless connectivity of our network. We do not own these networks and while there's no added charge for the service, we do have to place reasonable limits on off-network usage.
sim


FOR JUMP! 2.0 or INSURANCE REQUEST TO REMOVE: 

💬Before I proceed, just a heads up, once we remove the JUMP! 2.0, you can no longer upgrade your device after paying 50% of the purchase price of the device. If it will encounter physical/liquid damage or lost/stolen, you can no longer file claim for the replacement of the phone. And lastly, if there's software issue on the device and need replacement, we cannot file warranty exchange if out of warranty, since JUMP! 2.0 extend the warranty of your phone.

Bill current:

💬 I just want to inform you that your account is under the Bill Current method of payment where you are being billed in advance for you to have access on our services. We adopted the industry standard method of billing to create a consistent experience across all wireless carriers. You can relate it to a hotel stay: First you pay the standard charges before you are granted access (Monthly Recurring Charge or MRC), and then upon checkout, you pay for any extra charges that you incurred during your stay (overages, premium services, etc.). Your first bill includes prorated MRC for approximately 4-10 days plus next month's MRC, any usage charges, downloads, premium content from the prorated bill cycle, all applicable taxes, and activation fees if applicable. This best explains why your first bill is higher than your normal MRC. You don't have to worry, after your first bill, your billing statement will reflect the normal MRC.

Forget phone pin and don't want to process master reset: 

💬 on a computer or another device, go to Sign into the Google Account that you previously added to your device. If you have more than one device, select the arrow next to the name of the device you are locked out of. Click Lock. Enter a temporary password for your device, then click Lock again. On your locked device, enter the temporary password on the lock screen. Open the Settings menu on your device. Under Personal, tap on Security, then Screen lock. Enter your temporary password again, then follow the prompts to reset your device’s screen lock. If you do not have Android Device Manager installed, the tablet must be reset to factory defaults to remove the PIN.

Delayed shipping:

💬 I understand the necessity for you to receive your new iPhone the soonest, we'd want the same, believe me, it's just that orders were submitted directly to the manufacturers and all orders are coming from them thus, our inventory depends on them>

If only we have the option to hasten the process there is no reason for us to refuse considering that our priority is our customer's satisfaction, however it saddens us to let you know about this pre-order process.

However, we'd sure to follow up on this to the manufacturer to get the restock as soon as possible.

Mobile number change fee waived:

💬 Normally, mobile number change has a $15 charge but since thinking of it and putting may self on your shoes, I will also want to do the same to protect my privacy and security. As one-time courtesy, I will be waiving the $15 mobile number change fee for you.

Mobile number change and advisement:

💬 Great! Please be advise that normally there's a $15 mobile number change fee. But no worries, since you've been with us for amazing 5 years, the fee will be covered and will be for FREE.

Please take note of the following as well. ✍🏼

1. You'll receive a free text message with the new mobile number. Once received, please turn your phone off, then back on.
2. Mobile number changes are completed within 2 to 4 hours.
3. Your voicemail box will be deleted, and all old messages will be lost, so make sure to save voicemails you wish to keep.
 4. If you have a My T-Mobile account, you don't need to re-register. Your existing password works with the new mobile number.
5. Call records for the old phone number will no longer be available on My T-Mobile. Wait 72 hours after the mobile number change before accessing My T-Mobile with the new number.

Credit abuser:

💬 I'm glad that we're able to accommodate your credit requests in the past but if we continue to apply unnecessary credits, it may cause for your account to be flagged and we'd like to make sure that your account is in good status.

Credits and adjustments are provided when it is determined that T-Mobile has charged you in error. Looking at your account, it doesn't show that you were incorrectly charge so I'm afraid that we can no longer apply additional credits

Self-service tracking order:

💬 Please know that tracking number will be available once the packaged has been shipped out or handed to the UPS/USPS. and you can track it using your T-Mobile app.

Here's the steps! 🛠️

T-Mobile app: Open the app. > Scroll to and tap Track shipment to get the latest update on the location of the package.

Where is my shipping?:

💬 We appreciate your business with us and I totally understand where you are coming from. Due to high demand on the preferred _____, the stock we received from Apple is not enough to cover all the pre-order. But no worries, what we can guarantee you is that we will be shipping out the devices as soon as our stock replenished.

💬 I understand the necessity for you to receive your new iPhone the soonest, we'd want the same, believe me, it's just that orders were submitted directly to the manufacturers and all orders are coming from them thus, our inventory depends on them, if only we have the option to hasten the process there is no reason for us to refuse considering that our priority is our customer's satisfaction, however it saddens us to let you know about this pre-order process, however, we'd sure to follow up on this to the manufacturer to get the restock as soon as possible.

When an order is being placed, there will be an estimated ship date that will show, however, many factors go into determining availability , such as model, color, and memory capacity of the device, as well as the timing of your e-signature. Please be advised that the estimated shipping dates depend on the number of batches the devices are ordered and released. We have already raised this high demand of orders and we surely do not want you to wait however, we only rely on our manufacturers.

Mobile hotspot plan: (note pls double check of C2 updated its pricing)

💬 T-MOBILE Mobile internet for hotspot plan

What's included and optional features?

☑️Unlimited data with high speed data up to MB/GB allotment. Speeds slow to 128kbps after allotment is used.
☑️Unlimited messaging
☑️Optimized video streaming at 480p+
☑️200MB Domestic data roaming
☑️Simple Global up to 128 kbps
☑️Mobile Without Borders
☑️Stateside International Unlimited Texting

Rate plan cost per GB allotment:

💰Mobile Internet 500MB - $10 regular / $5 w/AutoPay
💰Mobile Internet 5GB - $25 Regular / $20 w/ AutoPay
💰Mobile Internet 10GB - $35 Regular / $30 w/ AutoPay
💰Mobile Internet 30GB - $45 Regular / $40 w/ AutoPay
💰Mobile Internet 50GB - $55 Regular / $50 w/AutoPay
💰Mobile Internet 100GB - $65 Regular / $60 w/AutoPay

MDU (mobile device unlock) advisement: 

💬I was able to submit a request for device unlock of your device --__ with IMEI ___. Please be advise that mobile device unlock will be completed after 24 hours from the time of request submission. Once the 24 hours is completed kindly test to use a non-T Mobile Sim card on your device or perform a master reset. 

Port in advisement:

💬Please be advise of the following for the Port-in process.

☑️Port-ins from an existing wireless carrier can take up to 24 hours, though it is generally much faster, as quick as 10 to 30 minutes.
☑️You'll get a text message from T-Mobile to let you know the porting process started.
☑️Save any voicemails you want to keep. Your old voicemail box and any voicemails are deleted. If your phone number is being replaced, the voicemail box resets when the port completes.
☑️If you're calling on the number being ported; this call may be disconnected when we start the porting process.

Line cancellation:

💬 It hurts me that you are considering cancelling some lines because of ____. Here in T-Mobile we always strive to provide you best of the best and knowing you have been with us for __ years it brought us surprise. Can you tell me more the reason behind of the line cancellation request?  

Netflix redemption steps:

💬 Awesome! Kindly let him/her know to perform these steps to complete the redemption on her/his end.

1. Log in to T-Mobile App. Tap Account > Add-Ons.
2. Under Services, select the desired Netflix subscription.
3. At the bottom of the subscription description, click the Manage Netflix link.
4. Select the Sign up for Netflix button.
5. Complete the redemption and connect Netflix by login in or creating an account (if you do not have one)

Screen protector replacement:

💬We appreciate you reaching us here about getting a screen protector replacement for your line ending __. Indeed, I am seeing here that your S20 device has a protection 360 feature which gives you unlimited screen-protector replacement.

A little head up, please be guided that screen-protector replacement under protection 360 feature can be completed in T-Mobile retail store. Can you provide me your zip code so I can help you get a contact information from that store and help you set an appointment?


Save attempts or looking options for customer who plan to leave us:

💬We have the largest selection of the latest smartphones with features the customer wants, with no service contracts!

💬We treat customers well! Qualified existing customers don't pay more than a new customer for the device they want.

💬Affordable and flexible phone payment options are available. Payments end when the device is paid off. here's more flexibility with separate phone and plan costs. When the phone is paid off, customers can upgrade or enjoy a lower monthly bill.

💬It hurts me that you are considering cancelling some lines because of issues you have encountered.

💬It hurts me that you are considering cancelling some lines. As we proceed, I don't mean to pry but may I know the reason behind of the line cancellation? This will be used for documentation purposes on the account that may be use as reference in the future.

💬Having these amazing services on your wished cancelled line personally a miss on me as you will not only lose the services but also the line itself, as cancelled lines once more than 90 days cancelled will be assigned to a new customer.

💬By any chance, would you consider placing the line in a temporary suspension as an alternative so that you can keep the line for yourself and if ever time comes that you need an extra line, you can always have it activated back by contacting us back or using your T-Mobile app/website. If we place it on a temporary suspension, you will only be paying $10 for the line while it is unused. What's your thoughts? (Do not copy paste this: THIS IS FOR VOICE LINE ONLY PLS refer to https://c2.t-mobile.com/accounts/suspend-or-restore-accounts)

💬I understand that you truly wanted to save money especially during this pandemic which I utterly agree as I am also a consumer myself and I am also paying bills left and right.

💬I have a special and one time offer for you. Would you give a thought if I will cover 3 months of your lines ___? With this you can still enjoy the service on your lines while having it free of charges for the next 3 months.

💬That is not our goal in the least and I do appreciate your time sharing this to me. Your account means a lot to us, and we definitely want to keep you in this service. Please give us a chance to make this right for you.


Proactive AAL:

💬Now that we have taken care of everything, I do have something to share with you! We do have this amazeball offer! With this offer you can __. The line will only cost ___. SUPERB! NO SHENANIGANS! 🙈❤️This is limited time offer only! Would you like to to get this offer today with me?

Attempt to Collect payment:

💬We still have options to help. Is there any amount that you are able to pay to help reduce the total balance? I want to make sure that you are not paying a large billing amount all at one time.

Payment arrangement reset after attempting to collect:

💬Thank you so much for holding with me. I got your back! Throw your worries away now as we will take care of this today. Since the 1st installment for Payment arrangement will not be closed, I am afraid that it might result to a service interruption. Which the thing that we avoid happening.

Here's what we will be doing. To avoid the occurrence of service interruption, I will be going reset/delete your existing Payment arrangement and we will set a new one with new date that serves as your bill extension, Are you cool with that? 🤗

Customer want to change PIN:

💬A little heads up, please be advise that we do not have any saved documentation of customer's account PIN as we highly respect customer's privacy and security. But no worries in instance that you forgot your account PIN, we are here ready to help to update it or set a new one.  Would you like to do that instead? 😊

There are actually two option to do that. First option is updating it on your end by accessing the T-Mobile app/website. The second option is updating the PIN here on my end using a secured form. Which one will work on you best? 😊

Change PIN self service:

💬For your advance reference, here's the steps you can follow to update the PIN on your end.
 1. Go to My T-Mobile  and log in to your account. You will be asked to verify your account.
2. Click Text message > Next.
3. Follow the prompts based on the verification method selected. Once complete, you can set up your PIN/Passcode.
4. On the Set Your PIN/Passcode screen, enter the desired PIN/Passcode and click Next. You will be directed to the My T-Mobile home page.

Special notes:
 ✔️The PIN/Passcode must be 6-15 non-sequential numbers.
✔️The PIN/Passcode cannot be the account number or any mobile number on the account, SSN or birth date.

Bill extension empathy:

💬I totally understand how important it is for you to extend your bill and make sure that your services are up and running especially during this pandemic. Let me review the account and see what we can do.

💬I truly understand that having a good and working service is essential in today's situation where COVID-19 is rampant and connecting with our love ones is on top of the list.

Previous promise:

💬That’s what I’m here for! I understand how frustrating it is when you are told one thing then it turned out to be something else.

Customer looking for better deal (tenure customers)

💬For disappointed customer: We don't want you to feel like that at all! I want you to know that T-Mobile does value you being a part of our family for the last 5 years. Getting free phone is what every customer would like to have!

💬We treat customers well! Qualified existing customers don't pay more than a new customer for the device they want.

💬We actually have various running deal for phones, watches and tablet at the moment. Can you tell me what device make and model are you looking to get with us?

Documentation purposes:

💬Oh! By the way, for documentation purposes May I have the reason behind for this request? I wanted to make sure that you account is fully taken note so it ca​n be use as reference in the future. 🙂 

Network check result for no outage:

💬Thank you so much for proving me your zip code. It seems like both 4GLTE and 5G are working great in your area; there is also no any reported outage which makes me wonder what seems to be the problem.


Order information (collect this ASAP to secure order especially for AAL) 

💬I am so excited to get this order process for you! Let's go get started to wrap it up here on my end. Can you fill out these information below? Thank you in advance. 🤗

✔️Email address for order notification:
✔️Shipping address for order package:
✔️Billing address of the card for the payment:

Service issue empathy:

💬This feedback means a lot to us, __. Know that we are on your side, in T-Mobile this not the service we prompt to deliver to our valued customer. I hope you allow us to prove our service in all aspect especially network service.

💬We do appreciate your effort reaching us to raise your concern regards on your __ service. Not to worry, you got me here and I'll make sure to check on it here on my end and fix it with best I can. Let's go and check what's going on. Can you provide me your current location as I run a network check to asses the connection/network status in your area? I wanted to see if there's any reason behind that impact your ability to enjoy our services.

High bill empathy:

💬 I understanding how surprising to get the a bill that is more than what we expected, especially if we already have an exact digit in mind. No worries as I will be with you through out the conversation to get this figured out and corrected when needed.

💬It totally bring surprising when we get a bill that is higher than the usual. No worries as I will be with you to check on this one.

Idle spiel:

💬I am afraid that we might get disconnected, I eager to get this one resolved on my hand so that you won't need to contact back and forth as I know know you have more important agendas to do. Know that I will be patiently waiting here, __. Take your time, I will just be around the corner. 😊