Payment Arrangements

How much is the payment support fee for processing payment arrangement?

• $8

• $10

• $18

• $80

Elle is requesting to process a payment arrangement. However, she does not want to pay the payment support fee. What alternate options would you offer to the customer? Select all that apply.

• Go to the T-Mobile store

• Set payment arrangement using the SIVR

• Process the payment arrangement using the app

• Do the payment arrangement online at My T-Mobile

How much should the first installment of a payment arrangement be?

• less than 20% of the payment arrangement amount

• past due amount

• balance

• at least 20% of the payment arrangement amount

Alex has set up a payment arrangement last week. $100 is scheduled to be taken out on the 10th from her card and the remaining $150 is set to be paid on 20th. She called in today, March 8th, to pay $250. She is asking what would happen to the arrangement that she set up. What would you tell her?

• Thank you for staying on top of your account Alex! I’m glad you called! I just want to let you know that it won’t cancel the payments set to come out on the account. Any payment before the payment arrangement will be considered extra payments.

• Thank you for staying on top of your account Alex! I’m glad you called! It’s actually great if you decide to make an early payment, it would automatically complete the payment arrangement so no payments will be taken out after.

• Thank you for staying on top of your account Alex! I’m glad you called! But it actually depends on your bank if they will release the funds. So to make it less effort for you, why don’t I delete the 2nd installment. Just make sure to pay on the 18th.

Ian had set up a payment arrangement over the phone. After an hour, he checked his app and noticed that the first installment date was incorrect. He called in again to request to have it changed. What would you do?

• Advise Ian that payment arrangement cannot be changed or deleted

• Walk Ian through the app on how to change the payment arrangement details

• Ask your coach to delete the payment arrangement and set up a new payment arrangement with the correct details

• Tell Ian to go to the store to make the necessary changes

Aris had set up a payment arrangement over the phone last week. He called in today to change the date for the 2nd installment because it was set up incorrectly. What would you do?

• Advise Aris that payment arrangement cannot be changed or deleted

• Walk Aris through the app on how to change the payment arrangement details

• Ask your coach to delete the payment arrangement and set up a new payment arrangement with the correct details

• Tell Aris to go to the store to make the necessary changes

Which of the following is an approved scenario to change/delete a payment arrangement? Select all that apply.

• Hei made an error and calls within 24 hours to explain the PA was set for the wrong date.

• Angel called back after 2 hours of setting the payment arrangement and mentioned that the previous representative made an error in setting up the installments

• Majh received her pay late and wouldn't have any money on the date that her payment arrangement is scheduled to be taken out.

• Rich set up a payment arrangement last week and would like to change the date for her payment installments

What are the possible consequences of a failed payment arrangement? Select all that apply.

• full or partial service interruption

• $20 restore fee per line plus taxes

• any added fees will become part of the past due balance

• good credit score

What is the maximum number of installments for a payment arrangement?

• 1

• 2

• 3

• 4

Jane is a store representative who was able to complete the verification process for dealers. She is requesting to process a payment arrangement for Roger, who is in the store with her. What would you do? Select the BEST option.

• Ask Jane to pass the phone to Roger and discuss the payment arrangement details with him

• Tell Jane to advise Roger that he can do it using the app

• Have Jane launch the app in Roger's phone and walk her through in setting up a payment arrangement for the customer

• Advise Jane to ask her store manager to process the payment arrangement