TEX PST DAY 10 (NH Redesign)

Account Status: 31-60 Days ($132 past due) current bill ($150). What needs to be done to set up a payment arrangement on this account?

• Advise the customer they can set up the payment arrangement online

• Advise the customer they can set up the payment arrangement through T-Mobile App

• Inform the customer to settle the 30-60 days past due

• Inform the customer to settle the 31-60 days past due

A customer contacts us within 24 hours of setting up the payment arrangement and says T‑Mobile made an error.

• Set up payment arrangement

• Delete Payment Arrangement

• Offer SSO

• Advise customer once the payment arrangement is set up, it can’t be change or deleted

Lovely needs an additional 5 days to be able to make the payment for her payment arrangement. What will you do?

• Delete the payment arrangement and set up a new one

• Do not delete the payment arrangement and advise the customer that we cannot change or modify the payment arrangement

• Delete the payment arrangement and advise the customer that they can change or modify the payment arrangement online

• Transfer the call to coach

How will the customer be impacted if you delete a payment arrangement for a past due customer?

• ervice may be interrupted, fully suspended, or canceled, depending on account status.

• Service will automatically cancelled

• A $20 restore fee per line will apply if the account is suspended.

• All of the above

Path on creating a scheduled payment: General Care/Retail

• Click Usage & Charges > Future Payments > Setup Scheduled Payment

• Click Billing & Charges > Future Payments > Setup Scheduled Payment

• Click Usage & Billing > Future Payments > Setup Scheduled Payment

• Click Usage & Billing > Future Payments > Setup Payment

Which of the following statement is NOT valid when deleting a payment arrangement?

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

• Customer failed to settle the arrangement and asked for more than 24 hour extension.

• Customer's account is current, on an arrangement, and they want to delete it

• Customer's account is current, on an arrangement, and they want to delete it

TRUE or False Customers must make a same day, required down payment for at least 25% of their EPS amount. The EPS must include any rejected/returned payments in the last three months.

• TRUE

• False

What will happen if the EPS is canceled?

• EPS will be converted to PA

• Account will be put on Collection Hold automatically

• Account will be Suspended

• Balance will be due immediately

T-Mobile can stop payments. Inform your customer that they don't need to contact their bank to stop the payment.

• Yes

• No

• Maybe

• It depends on the account

An error message "Code 302" popped up after processing a payment. What does Code 302 means?

• Card security code did not match

• Transaction previously reversed

• Insufficient funds on the payment method

• Card has expired