If you see a YELLOW payment activity icon while reviewing payment history in Samson what does that mean?

Payment Returned/Credit Card Refund

Partial Payment Transfer, Back out, or Refund

What is the payment posting timeline for Mailed Payments?

Within 10 days from the mailing date.

Within 5days from the mailing date.

Within 7 days from the mailing date.

Within 14 days from the mailing date.

Customer Kathy has a multiple-installment payment arrangement. She is supposed to pay $50.00 on the first installment and $75 on the second installment. However, she can only pay $40 on the first installment. What impact will the $40 payment have on the account?

Kathy's payment arrangement will fail. The customer needs to pay the full installment amount for each installment.

Since we received a payment, even though it was lower than the commitment to pay in the first installment, there is no impact. The customer just needs to pay the full amount by the date of the second installment.

These customers should pay the amount in the 61+ bucket and the amount in the 31 - 60 bucket on the Collections screen to be eligible for a payment arrangement.

Customers who are 30+ days past due

"My phone is suspended and I need it on today. I can’t pay anything until the end of this week but I’ll only be able to pay half of the balance and then the remaining on my next payday the following week."What kind of payment arrangement should you offer the customer?

Not eligible for any payment arrangement

How can you assist a customer who has an active account and is past due for more than 30 days?

Collect a payment to lower days past due to an available option.

Set up a Proof of Payment or Recurring Payment Arrangement.

There’s nothing we can do for customers who are over 60 days past due.

"My account is 10 days past due but I can’t pay until a week from today when I get paid."What kind of payment arrangement should you offer the customer?

The customer is not eligible for a payment arrangement

Do you manually restore a suspended account after setting up a payment arrangement? Select the advice you would follow.

"You should never manually restore a suspended account before or after setting up a payment arrangement. The account will automatically restore the account if the saved arrangement qualifies to do so."

"If the payment the customer made restores the full past due balance, sure! Manually restore the account. That's what we're here for!"

Why is it important to look at the days past due and the account status when setting up a payment arrangement?

The options that are available to customers on the Eligibility Matrix are based on the customers account status and days past due.

Because if an active customer account is late for less than 16 days, you don't have to charge the payment arrangement convenience fee.

All customer accounts are automatically cancelled if they are 60 days past due.

Customers who are suspended for more than 30 days are not eligible for a payment arrangement.

"My bill was due three days ago. I mailed in my payment today and I want to make sure my service isn’t interrupted."What payment arrangement can you offer the customer?

Not eligible for any payment arrangement

When setting up a recurring payment arrangement on an open (Active) account, what is the minimum amount you should collect during the first installment?

50% - 100% of the arrangement total

The following information is a complete list of what you should disclose to the customer when setting up a payment arrangement:

If the payment date is 10 days past the original due date, the customer may be charged a late fee.

If customer is on AutoPay, it will auto-delete upon arrangement setup. You must advise the customer of this and inform them to set it back up upon arrangement completion, if desired. Educate customers on T-Mobile ONE that the $5 per line bill credit will be lost until AutoPay is reactivated on the account.

Arrangement cannot be deleted, changed, or extended.

The method, amount, and date of payment.

"My account is suspended because my bill is past due. I get paid on the 1st and the 15th and I can split the payment between my two pay dates."What kind of payment arrangement should you offer the customer?

Not eligible for any payment arrangement

What is the difference between a POP and a Recurring Payment Arrangement? Select all that apply.

The length of time allowed to make the installment(s).

The number of installments allowed.

There is no difference between the two payment arrangements. There is just more than one way to refer to them.

FDPs are required for all POPs but not for Recurring Payment Arrangements.

Payments&Payment Arrangements

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30 questions

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MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What is T-Mobile's less preferred payment channel?

Walk-in

Speech Interactive Voice Response

Mailed Payments

Auto Pay

My T-Mobile

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

Which payment channel does not accept credit cards?

Speech Interactive Voice response

Mailed Payment

Schedule of Future Dated Payments

MyAccount App

MULTIPLE SELECT QUESTION

2 mins • 1 pt

Which of the following is a walk-in payment service? Select all that apply.

Western Union

Money Gram

CheckFree

Indirect retailers

MULTIPLE SELECT QUESTION

2 mins • 1 pt

Select the exemptions for payment support fee.

The customer is making split payments, such as using two cards to pay the balance; only charge for one payment fee

The account is current and has never been past due or delinquent

The customer is making a payment and setting up a payment arrangement on the same call, waive the one-time payment fee

The customer is on a payment arrangement.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What should you do if the customer wants to make a payment but does not want to pay the payment support fee? The customer is NOT exempt from paying the payment support fee.

Waive the payment support fee.

Recommend self-service options.

Escalate to a coach.

Process the payment anyway and adjust the payment support fee in the billing system as a one time courtesy.

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What is the payment posting timeline for the Payments on T-Mobile.com?

Within 24 hours of bill cycle due date

Within 2 hours

Within 24 hours of expected payment

Within 2 hours to 7 days, depending on the method of payment

MULTIPLE CHOICE QUESTION

2 mins • 1 pt

What is the payment posting timeline for Credit Card Payments?

Within 24 hours of bill cycle due date

Within 2 hours

Within 24 hours of expected payment

Within 2 hours to 7 days, depending on the method of payment

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Payments&Payment Arrangements

What is T-Mobile's less preferred payment channel?

Which payment channel does not accept credit cards?

Which of the following is a walk-in payment service? Select all that apply.

Select the exemptions for payment support fee.

What should you do if the customer wants to make a payment but does not want to pay the payment support fee? The customer is NOT exempt from paying the payment support fee.

What is the payment posting timeline for the Payments on T-Mobile.com?

What is the payment posting timeline for Credit Card Payments?

Duplicate payments submitted through MyT-Mobile on the same day will not process.

If you see a YELLOW payment activity icon while reviewing payment history in Samson what does that mean?

The following account types can be paid at MyT-Mobile.

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