Collection holds

• Default Expiration: 15 days
• Samson Reason Code: PSTERR
• Atlas Hold Reason: Payment posting error
• Permissioned to Team Managers and above
• Use Case: This hold can be added to accounts where there has been an adjustment reversal due to T-Mobile error which caused the account to become ineligible for a Proof of Payment (POP) or Recurring PA. Samson shows a current balance as past due in error.
• Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 15 days
• Samson Reason Code: BCERR
• Atlas Hold Reason: Bill current SOC error
• Permissioned to coaches and above
• Use Case: 
  • This hold can be added to Bill Current accounts on the wrong plan or feature due to T-Mobile error and the plan or feature is being backdated to correct the error.
  • This hold can also be added to accounts when RSL is canceling a line within the buyer’s remorse period to allow a customer to pay the adjusted next bill.
• Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case:
  • This hold can be added to accounts when there is a complex billing issue, including Non-Return Fee (NRF), or when a customer is disputing a balance that requires additional research and can't be handled in one call. The inability to set up a PA or HPP doesn't qualify as a billing dispute.
  • This hold can be used when we have confirmed that the customer will be receiving an adjustment from an Assurant claim that may take up to 2 billing cycles to be adjusted.
    • The hold may need to be placed more than 1 time to cover the time needed for the adjustment to be applied and reflect in the balance.
    • Customers should be encouraged to pay the undisputed billing amount to avoid having an excessively delinquent amount.
  • This hold can be used when we have verified the customer canceled Test Drive HSI within 15 days and the automatic script cleanup has not yet run, putting the account at risk of suspension.
  • Billing dispute holds shouldn't be used to replace payment arrangement options when a customer is ineligible.
  • Holds placed on a customer's account to replace payment arrangement options are invalid and will be removed.
  • Holds placed on a customer’s account as an OTC are invalid and will be removed.
  • Do not place a hold for a previous promise without verifying the call and noting the previous promise in the memos.
  • This hold can be added to accounts when the survivor of a deceased BRP is calling to request COR or Cancellation. This should only be used if a related Deceased BRP Request form is being submitted at the same time.
• Actions:
  1. There must be an open follow-up set on their account for the billing issue.
     • For Deceased BRP use case, frontline submitter will need to track the follow-up to close it out once NORT has completed their associated work.
     • For confirmed Assurant claims pending adjustment, the frontline submitter must track the follow-up and close it out once the adjustment has been applied to the account.
  2. Document the account with the specific reason and detailed explanation of why the collection hold was placed.
     • For Deceased BRP, a manual memo must be left (even if an automated memo applies). Start memo with key term: Deceased BRP.

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case: This hold can be added to accounts where credit hasn't been applied for a returned device, including down payments and taxes, it has been over 30 days since the return was processed, and their bill is due in three days or less.
• Actions:
  1. There must be an open follow-up set on their account for the billing issue.
  2. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 4 days
• Samson Reason Code: PYDISP
• Atlas Hold Reason: Payment dispute
• Use Case: This hold can be added to accounts when a new line of service was activated, and the deposit payment didn't post to the account or posted to the account balance instead.
• Actions:
  1. Collect original past due balance on account before misapplied deposit. The balance may appear lower due to misapplied deposit payment. This will be removed from the account balance.
  2. Verify a Missing Payment Request Form has been filed or the hold will be removed.
  3. Restore their service using the CR code if the account is suspended for non-payment.
  4. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 15 days
• Samson Reason Code: PNDADJ
• Atlas Hold Reason: Pending adjustment
• Permissioned to Team Managers and above
• Use Case: This hold can be added to accounts when there has been an EIP balance transfer, return or a setup error, credit is in pending status, but won't impact the bill until the end of the cycle, and equipment charges are due on the current bill.
• Actions:

1. Review the Pending Charges & Credits screen in Samson to figure out if an adjustment is pending or balance impacting.
   • If the adjustment shows CRD then it's pending and the PNDADJ (pending adjustment) hold is valid.
   • If the adjustment shows ADJ the adjustment has impacted the balance and a collection hold shouldn't be applied.
2. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case: This hold can be added on accounts currently receiving the Employee Mobile Service Discount, so the survivors can remain on the account and retain the same benefits to prevent involuntary cancellation during the conversion process.
• Actions:
  1. There must be an open follow-up set on their account to allow time for conversion completion.
  2. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 10 days
• Samson Reason Code: HSDISP
• Atlas Hold Reason: Handset dispute
• Permissioned to Coach and above
• Use Case: This hold can be added to accounts disputing past due equipment charges while you're waiting on the results of a Handset Research Form (HRF).
  • Only use this hold when another policy directs you to file an HRF.
  • Hold should not be used for non-return fee. 
  • If an HRT form has previously been declined saying charges are valid, don't place another collection hold.
• Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 8 days
• Samson Reason Code: FRAUD
• Atlas Hold Reason: Fraud investigation
• Use Case: This hold can be added to accounts disputing past due charges while you're waiting on the results of a Fraud Routing Form.
• Actions: Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case: This hold can be added to accounts reporting a returned payment for a fraudulent payment they didn't authorize.
• Actions:
  1. Restore their service using the CR code if the account is suspended for non-payment.
  2. There must be an open follow-up set for two business days on their account.
  3. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 4 days
• Samson Reason Code: PYDISP
• Atlas Hold Reason: Payment dispute
• Use Case: This hold can be added to accounts suspended for non-payment; a payment was made for the full past due balance but hasn't posted to their account.
• Eligibility: Customers who have had two or more collection holds for missing payments on the account in the last six months are not eligible.
• Actions:
  1. Verify a Missing Payment Request Form has been filed if not the hold will be removed.
  2. Restore their service without payment using the CR code.
  3. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 5 days
• Samson Reason Code: WEATHR
• Atlas Hold Reason: weather/disaster hold
• Use Case: This hold can be added to accounts impacted by severe weather or a natural disaster. This can be used by Care Teams at their discretion, even if we do not have a article about weather impacts in specific areas. Experts, refer to your leaders for questions about qualifying weather events or natural disasters.
• Actions:
  1. Restore their service using the CR code if the account is suspended for non-payment.
  2. Leave a required MEMO on the account with the specific weather event, such as flooding, fires, hurricane, and a detailed explanation why the collection hold was placed.
  3. Reference Incident response call handling as needed.

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case: This hold can be added to accounts with one line of service canceled for No install.
• Actions:
  1. Set a follow-up for seven business days after the current billing cycle ends to take care of any charges that incurred.
  2. Place a second hold using the same code if you need to extend for another 7 days.
     Memo Template:
     • What: Collection Hold for Disaster/Severe Weather
     • DOC: Incident response call handling
     • Reason for Manual Hold: Include the specific event/incident and why the collection hold was placed.
  3. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 15 days
• Samson Reason Code: PSTERR
• Atlas Hold Reason: (Payment posting error
• Permissioned to Team Managers and above
• Use Case: This hold can be added to accounts when a payment reversal has caused the account to show more past due than it really is, your customer is suspended and has made a payment to cover the full past due account balance.
• Actions:
  1. Verify the payment reversal is the reason the account is past due and suspended.
  2. Restore their service without payment using the CR code.
  3. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case: This hold can be added to accounts when a closed or canceled EIP has been resumed, the past due balance is for the same closed or canceled EIP total charges, and credit is pending that covers the entire past due balance but won't impact the balance until after the cycle closes.
• Actions:
  1. There must be an open follow-up set on the account for the cancelled EIP dispute.
  2. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case: This hold can be added to accounts when an unauthorized person is using a Debit/Credit card to make small payments on a customer's account indicating small payment phishing fraud.
• Actions:
  1. Open a follow-up on the account.
  2. Document the account with the specific reason and a detailed explanation of why the collection hold was placed.

• Default Expiration: 2 days
• Samson Reason Code: DLQWAV
• Atlas Hold Reason: (Delinquency Waiver
• Use Case: This is a default hold applied by the system when an account is resumed from non-payment suspension (including ladex) and still delinquent. The hold will expire or be removed within two days and collection treatment will resume.
• Actions:
  1. Don't tell your customer their account will be held for two days.
  2. The DLQWAV code should be removed, and the correct hold placed if there's a valid reason for the account to be resumed from non-payment suspension.
  3. Updating the collection hold code will ensure the correct resolution for your customer.

• Default Expiration: 2 days
• Samson Reason Code: PAYISS
• Atlas Hold Reason: Payment posting issue
• Use Cases:
  • This hold can be added to accounts only when directed by a current system issue (C2 article) which has caused a payment already posted not to show on the account balance.
  • This hold can be added to accounts only when there is a known payment posting delay system issue for the payment method.
• Actions:
  1. Verify your customer has made a payment to cover the full past due balance.
  2. Ensure the payment hasn't posted to the account balance, matches the known issue for their payment method and any returned payments have been replaced with an acceptable payment method.
  3. If the account is suspended due to a T-Mobile system issue AFTER the payment was received, restore their service without payment using the CR code.
  4. If the account is suspended due to a T-Mobile system issue BEFORE the payment was received, restore service without payment using the same restore code as suspension code.
  5. Document the account with the current system issue DOC-ID and detailed explanation of why the collection hold was placed. If the DOC-ID is not included the hold will be considered invalid and removed.

Don't use the PAYISS hold for customers who can't meet payment or payment arrangement obligations.

• Default Expiration: 5 days
• Samson Reason Code: POLEXC
• Atlas Hold Reason: Policy exception hold
• Permissioned to Team Managers and above
• Use Case: This hold can be used when directed by policy, or manager escalation only.
• Actions: Team Manager MUST speak with the customer and verify the account before adding the POLEXC hold to the account.
  • Leave memos in the account using the MNGR memo code and the following template: Manager escalation for (reason).

• Default Expiration: 7 days
• Samson Reason Code: BLDISP
• Atlas Hold Reason: Billing dispute
• Use Case: This hold can be added to accounts where credit hasn't been applied for a returned device, it has been over 30 days since the return was processed, and their bill is due in three days or less.
• Actions:
  1. There must be an open follow-up set on the account for the cancelled EIP dispute.
  2. Document the account with the specific reason and detailed explanation of why the collection hold was placed.

1. Explain to your customer their collection hold has been removed, and make an offer to take a payment, or if eligible, set up a Payment arrangement for the past due balance.
2. Waive/adjust the Payment support fee, when helping make a payment, or set a PA.
3. Give the consequences of non-payment if they're unable to pay.
4. You must memo the account you told your customer about the collection hold removal and next steps. Memo example "Contacted customer to advise the collection hold has been removed. They understand a payment or payment arrangement is required to avoid suspension for non-payment."

1. Leave the following voicemail. "Hello, my name is XXX, I'm calling from T-Mobile about your collection hold status. Please give us a call back at 1-800-937-8997 to speak with a T-Mobile Customer Care Representative."
2. You must memo the account that you tried to contact your customer back to say their collection hold has been removed, and two attempts were made to contact them. Memo example "Tried to contact customer two times and advise the collection hold I placed on (date) was removed. The customer must make a payment or set up a payment arrangement to avoid suspension for non-payment."