Payment (W3 Q1_Wave19)

Select all that apply:

Accepted payment through Gen Care and Messaging:

• Checking Account

• Savings Account

• Credit Card

• Debit Card

• Cash

Select all that apply:

Automated call payment system (SIVR) can accept payment:

• Checking Account

• Cash

• Savings Account

• Credit Card

• Debit Card

TRUE or FALSE:

Customers may choose to make online payments at My T-Mobile or through their bank.

• FALSE

• TRUE

How much does customers have to pay for payment support fee?

• $5

• $8.30

• $8

• $3

Select all that apply:

Customer can avoid the payment support fee if they:

• Promise customer this will be the last time.

• T-Mobile App

• My T-Mobile.com

• Customers may choose to make online payments at My T-Mobile or through their bank.

Select all that apply

Payment Support fee is eligible for a manual waiver or adjustment if:

• Account is suspended for High Balance

• Customer promised it will be the last time

• Account is Mobile Internet (MI) only

• Customer is experiencing a known system outage or known system issue that prevents the use of self-service

If customer wants to pay through automated system, we can transfer them to:

• VDN 63323

• VDN 63151

• VDN 63005

• VDN 63155

If customer wants to pay off their Equipment Installment Program, they should:

• wait until the end of the contract

• pay over the phone with customer care

• pay through T-Mobile App

• pay through store

System failure message: "Due to system error payment fee will not be waived. Please manually adjust the fee.":

What should you do?

• Advise customer to visit the store for the payment support fee to be waived

• Advise the customer we will remove it on the next bill

• Manually adjust the fee at the charge level from Pending Charges in Samson.

Select all possible

The following groups charge the payment support fee:

• GEN

• TEX

• FC

• Messaging/Chat