WorksheetsAll about PA and Payments
Total questions: 24
Worksheet time: 55mins
A FDP is a future electronic funds transfer attached to a payment arrangement (PA)
true
false
As per c2 policy, you can process a payment when an FDP is Extracted or Processing to avoid double payment.
false
true
Account Status: Active
PA: none
# of days Past due: 16
amount: $184.55
wanted to set PA 13 days from the time of calling
will pay in Cash
CAN YOU/THEY SET IT UP?
YES, because it's within 14 days we can set for recurring PA of in installment
NO, because we only have 10 days for POP, we only have 10 days for setting up Pop whether they are 0-15 days past due or 16-30 days past due
NO, because it's within 14 days for recurring PA but FDP is required - cash payment is not an option.
For FPD (first pay default), you can ask your customer to how they would like to pay their bill for the arrangement (i.e. in store, online, app, sivr)
true - we have numerous options we would like to make it personal for them
true - we don't want to assume their payment method
false - FPD requires FDP regardless it's # of days past due
false - they are not eligible for PA at all
A receipt notification will be sent by email or text with fees included in the arrangement that links to MyT-Mobile.com.
true
false
The entire payment arrangement will fail if the first installment is not paid by the due date set/promised.
true
false
Customer's account is current, on an arrangement, and they want to delete it.
delete
not delete
these are the reasons Arrangements may fail:
Payment did not post on the expected payment date.
The customer did not pay a new bill by the due date which caused the account to still be past due even after the arrangement is completed.
The arrangement was deleted using the CLPA (Cancel Payment Arrangement) reason code.
Adjustments do not change the PA balance or FDP amount; the adjustment will reflect on the actual account balance
true
false
POP - proof of payment can be stretched to 10 days only regardless of the #of days past due
true
false
not really sure
I was sleeping during the discussion
For suspended account, after setting their PA/POP, account is eligible for Auto-restoration without any further actions to be made on the account.
true
false
You can copy the terms and conditions agreement in your memo.
true
false
wala ako sa sarili nung nagddiscuss si jen
For recurring PA, if total length is 28 days, can we set PA for customer calling in today (09/12) on :
1st installment = 9/20
2nd installment = 10/10 ... can they/you set PA?
yes they/you, it's 28 days total
yes, basta yes, yes na yes
no, it should be 9/21 max and 10/5 max only
no, it should be 9/26 for the 1st ins. to get the 2nd on 10/10
A collection hold is a condition placed on the account preventing the customer from receiving collections calls or their account entering the next collection step.
TRUE
FALSE
Select Reasons why there's in need of Collection Hold on the account. (select all that applies)
Fraud
Payment disputes (missing or misapplied payments)
Can't settle their arrangement
Weather
recession
What will happen to a collection hold that doesn't have a detailed reason for the request?
Nothing, the system accepted it and will auto save
The FC Offline team removes the collection hold.
Your Coach will re-check it daily and add comments if needed
Collection holds will not prevent service interruption that is caused by a failed payment arrangement.
false
true
How many days the account would be on hold for weather/disaster hold?
10
11
12
9
Select all TRUE about Collection Holds:
A collection hold does not prevent AutoPay payments from processing.
All invalid holds placed outside of policy will be removed.
All undisputed charges must be paid prior to placing a collection hold.
Collection holds will prevent service interruption that is caused by a failed payment arrangement
Financial Care (FC) Offline teams review all collection holds placed on accounts to ensure that they are valid.
When an account is suspended, you cannot set PA since they are not eligible.
true
false
If the customer agreed to set PA with you and able to create the PA, you have to: (select multiple if needed)
provide complete advisements
reinforce self help
provide link/sms if customer is not aware how to do it on their own
approved scenarios for DELETE PA, select all that applies
Customer made an error and calls within 24 hours to explain that the PA was set for the wrong date.
Customer is explaining that T-Mobile made an error and it is within 24 hours of the original arrangement, or longer, if the memos support the customer's complaint that T-Mobile made an error.
Customer was issued a balance impacting adjustment, after the PA was set up, the balance owed is now less than the amount of the PA, and needs to have it corrected.
customer called 5 days after the PA set up date as they made an error
Restoration fees are valid if the PA fails.
true
false
The 48-hour grace period allows for payment posting delays. If the customer calls during this period, the arrangement will show as missed and they will be unable to set up a new arrangement.
TRUE
FALSE
