Payment & Payment Arrangement

What is the C2 policy in Payment Arrangement?

• Account>Account Changes>Collections & Past Due >Payment Arranegement

• Accounts > Collection & Past Due > Payment Arrangements

• Accounts > Collection & Past Due > Payment Arrangements > payment

• Device > Android > Speakers

 

What are the different ways a customer can pay their T-Mobile bill?

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• Mailed Check

• With Customer Care

• My T-Mobile/T-Mobile App

• In a retail store

 

What are the different payment methods a customer can use when paying their bill with a Care Expert?

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• Credit/Debit Card

• Cash

• Apple Pay

• Checking/Savings Account

 

How long does it take a payment to post to an account?

• Payments can take up to two hours after submission to post to an account

• Payments can take up to 24 hours after submission to post to an account

• Payments post immediately after being submitted

• Posting times vary based on the payment method used

What should customers be advised of when setting up AutoPay?

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• AutoPay is automatically canceled if you set up a payment arrangement in the FDP tool

• Cancelling the account cancels AutoPay

• AutoPay funds will be withdrawn approximately 2 days before the billing due date

• Funds will never be pulled automatically if AutoPay is cancelled before the bill is due

What are the guidelines when assisting a customer who wants to set up a payment arrangement?

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• Place a temporary adjustment on the account to make the customer eligible for a payment arrangement

• Only customers that are past due, delinquent, or suspended are eligible to set up a payment arrangement

• Past due customers must agree to set up the arrangement for at least the past due balance and applicable fees

• Start with self service

 

When does the payment support fee apply?

• Whenever a customer sets up a payment arrangement

• When a customer makes a payment or sets up a payment arrangement with a Care Expert

• When a customer makes a payment in a retail location

• When a customer makes a payment using self-help options

What are the different types of involuntary service interruptions due to non-payment?

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• Suspended

• Delinquent

• Cancelled

• Ladexed

What options are available to customers to restore an account from involuntary suspension?

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• Make a payment

• Return their devices and other equipment

• Create a payment arrangement

• Change their plan

 

What assistance can we provide to customers who's account has been written off?

• Create a settlement offer

• Apply adjustments to the balanced owed

• Accept payments at the customer's request

• Resume service on the account after the balance is paid