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- 1. Multiple Choice
When a PA fails, any added fees will become part of the past due balance. New restore fees, payment support fee, and taxes will apply when they restore their account and set up a new PA, if their account is suspended again.
TRUE
FALSE
- 2. Multiple Choice
Eligible account for PA
Active
Suspended 31-60
Suspended 1-30 days
- 3. Multiple Choice
When am I eligible for payment arrangement?
If I have a balance within 30 days
If I have a balance past 30 days
If I have a balance past 60 days
- 4. Multiple Choice
Will I be charge if I set a PA with you (Expert)?
No. It is free of charge
Yes and it is $15
Yes and it is $8
- 5. Multiple Choice
When can I delete or reset my PA?
I made an error and calls within 24 hours to explain the PA was set for the wrong date
Whenever I need it
T-Mobile made an error and it is within 24 hours of the original arrangement, or longer (with memos to support the complaints)
All of the above
A and C only
- 6. Multiple Choice
What is the path in directing the customer to set up PA on T-mobile app?
Billing> Under 'Payment Settings' click Make a payment arrangement>View Arrangement details
Billing> Under 'Bill details' click Make a payment arrangement>View Arrangement details
BILL > (Make a payment) > Payment Arrangement>Payment installments
- 7. Multiple Choice
Which of the following scenario is the only one eligible to restore the account without payment using the CR code?
If it's T-Mobile error
ONLY JESUS KNOWS
Customer Request
When the account was suspended for failed payment arrangement
- 8. Multiple Choice
Customer is eligible to set up PA when the past due amount is over 31+ days.
TRUE
FALSE
I DON'T KNOW
- 9. Multiple Choice
What scenarios are valid to Delete or reset PA?
Customer is explaining T-Mobile made an error and it is within 24 hours of the original arrangement, or longer, if the memos support their complaint 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 made an error and calls within 24 hours to explain the PA was set for the wrong date.
Customer's account is current with no past due balance and has an active PA, work with your leadership to delete it prior to making account changes.
- 10. Multiple Choice
What is the document number in C2 for Payment Arrangement?
415863
417593
417953
- 11. Multiple Choice
Abby has 31+ days past due on the account,is she eligible for PA?
Not at all
Yes,Abby must pay the past due balance that is in the 31-60, 61-90, and 91+ buckets.
Yes
- 12. Multiple Choice
Mikai wants to set PA for her cancelled account,is she eligible for PA?
No
Yes
- 13. Multiple Choice
It has been waived in the past for them.
The customer doesn't know how to use our self help options.
The ask you several times to just waive it for them, and that they don't have the time to set up the arrangement in the app.
The customer is experiencing a known system outage or known system issue that prevents the use of self-service for a payment arrangement: set up the payment arrangement and have your coach or senior adjust the PACFEE from pending charges in Samson.
- 14. Multiple Choice
On an active/ open account (not first payment default, FPD), when is a FDP required to set up a payment arrangement?
Never
16 or more days past due
10 or less past due
0-15 days past due
- 15. Multiple Choice
Do customers with a returned payment qualify for a payment arrangement?
No, they need to earn our trust back.
Yes, this is does not impact having a payment arrangement set up.
Yes, they do qualify for an arrangement but must pay any charges over 30 days past due and use an approved method of payment.
No, they are on a bad credit profile.
- 16. Multiple Choice
What is the first step to set up a payment arrangement for a customer?
Ask them, "How much can they pay today?"
Recommend the customer uses self help to avoid the $8 Payment Support Fee.
Put them on mute, and ask a support leader.
Get them verified in QV or Samson.
- 17. Multiple Choice
What should you tell the customer if they missed an installment on their payment arrangement, but has not failed yet?
We cannot do anything about this, and their service will likely be suspended.
They should wait until it fails, and then call back to set a new one up.
We can just delete the arrangement and set a new one up that works better for them.
Tell the customer a payment must be made for the full arrangement amount, both one and two if applicable, by end of day to prevent it from failing and possible suspension of service.
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