PAYMENT & PAYMENT ARRANGEMENT REVIEW

Which customers contact us at 17 times the rate of other customers?

• Customers requesting the deletion of a payment arrangement

• Customers requesting payment support

• Customers requesting EIP Payments & EIP Payment Payoff support

Where do you identify that a customer is suspended for high balance?

• Samson or ATLAS

• Samson only

• ATLAS only

Which issue might result in a collection hold?

• Billing dispute

• Payment arrangement

• EIP balance

There are a variety of payment options to be found on the Eligibility Matrix.

How can you decide which options are open to a customer?

• Account status and days past due

• Customer tenure and amount past due

• Payment history and Existing Payment Arrangements

Review the details of this suspended account:

# Lines: 2

Past due amount (20 days): $100

The customer who has this account says, "I want to make a payment arrangement so I can get my service back."

How much will this customer's payment arrangement cost?

• $150.00 plus any applicable taxes

• $130.00 plus any applicable taxes

• A flat fee of $20.00 with no taxes owed

• A flat fee of $50.00 with no taxes owed

• A flat fee of $100.00 with no taxes owed

Our goals are to make sure our customers:

• Have the rate plan that best matches their needs.
• Know how much they'll be charged for that plan.

Why is this beneficial for our customers?

• They want to make sure their balances do not get too high.

• They worry about payments not showing up or being credited to the wrong account.

• They want to know what will happen if they ask us to resolve an issue.

A customer canceled service 10 days ago and has a $35 credit balance. He requests a refund.

What should you do?

• Inform the customer when the refund will process.

• Submit a Payment Refund Form.

• Tell the customer no refund can be provided.

• Offer to apply the $40 to future purchases.

What is the tenure requirement for our Hardship Payment Program?

• 6 months tenure

• 60 months tenure

• 2 year service contract

A customer contacts you to find out more about their account.

Which months did they fail to make the payment arrangement?

• October, November, December, March, and May

• January, February, April, and June

• September only

• There is no past due balance, so there were no failed payment arrangements.

Which C2 document can help you determine your customers' options based on their account status and how many days they are past due?

• Payment Arrangements

• EIP payments & disputes

• Stored payment methods