Ladex/suspend/cancel for nonpayment

Use this page to learn about ladexed, suspended, or canceled accounts due to non-payment.

Guidelines

  • There is no set timeline for collection treatment.
    • Service may be interrupted any time the customer is past due and the account is not secured.
    • Timing will vary for every customer. Each account is treated on an individual basis.
  • Minimum payment required to restore service depends on the account and/or suspension type.
  • Service may be interrupted prior to assessment of late fees.
  • Suspended customers who need help with a password reset for their My T-Mobile account must call Care. Care can reset the password and send a new one by email if there is an active T-Mobile ID registered. 
  • NCC accounts aren't charged late payment fees or restore fees.
  • Business with SSN and T-Mobile for Business accounts pay restore fees and taxes upfront.
  • First payment default, non-payment, and returned payment suspensions result in a $20 restore fee per line (capped at 3 lines) plus applicable taxes and fees (excludes SCNC/NCC) except when they are in active duty military (ADM) status.
  • In the event the account qualifies (Special Scenarios restore without payment) for a manual restore from ladex/suspended non payment, restore at the BAN level to ensure restore fees are capped appropriate (3 lines). 
  • Never manually suspend a customer’s account if they cannot make a payment or set up a PA.
    • Automatic collection treatment including suspension, will occur according to their assigned collection path.
  • Customers disputing charges, follow Billing disputes.
  • Accounts involuntarily suspended for an entire bill cycle can have an impact on a customer’s device protection status.
    • Protection <360> features, including ACS, are systematically placed in suspended status
      • Note: Features are not removed or canceled
    • Customers can initiate a claim, however, the claim will remain in a pending status until the customer’s account is back in an active status.
      • Note: If customer’s account is not in active status within 30 days of the claim initiation, the pending claim will result in denied status.
  • Business accounts involuntarily suspended or canceled may lose access to their T-Mobile for Business Marketplace purchases if they don’t make a payment to restore their account.
    • Use Third-Party Content Delivery Tool procedures to check for T-Mobile for Business Marketplace purchases.
    • If there are purchases, set proper expectations with your customer and make sure they understand their account must be active by the subscription renewal date to continue their subscription.
    • If suspension or cancellation goes past the subscription renewal date, they must call TFB Marketplace Support after their T-Mobile service is restored/resumed to reactivate the subscription.
  • Customers are restricted from moving an account from Bill Arrears to Bill Current.
  • PROXY by DIGITS lines have a restore fee charged when restored. Review Special scenarios, for exception handling.
  • AutoPay: AutoPay cannot be set up while in a ladex/suspended status. Customers automatically un-enroll from AutoPay if it fails to process after the second attempt in a given month.

 

Ladex is a partial service interruption.

  • No Credit Check (NCC) accounts are fully suspended if the account balance is not paid by the due date. There is no ladex suspension for these account types.
  • Customers pay a $20 restore fee plus tax per line (capped at 3 lines) when service is restored, including employee accounts.
  • Ladex suspension codes LADX or LDXM (Non-payment ladex), and RMQ (Returned mail ladex).
  • Can receive calls on TMO Network or Wi-Fi network, but outbound calls route to the suspend queue.
    • Can make calls to 611 (T-Mobile), 911, and 988 (National Suicide and Crisis Lifeline)
    • Dialing the National Suicide and Crisis Lifeline 1-800 toll-free number will route to Care. To reach the National Suicide & Crisis Lifeline customer must dial 988. 
  • Outgoing text messaging (SMS) is suspended (including to short codes).
    • Incoming SMS from regular 10-digit phone numbers and one-time PINs from short codes 457 and 462 can be received.
    • Incoming SMS messages from all other short codes (such as 456, 611, or 67587) are blocked.
  • Voicemail messages can't be retrieved while ladexed.
  • Data services are suspended except for access to the T-Mobile app, T Life app, My T-Mobile, T-Mobile.com, Account Hub,and short links like t-mo.co/pay. 
  • Can't roam on non-T-Mobile (internationally) networks, except to make 911 calls.
  • Any open EIP will continue to bill as normal.
  • Customers continue to be charged the MRC for rate plan(s) and feature(s), except for Equipment Protection features.
  • Customers won't lose their mobile number or rate plan while ladexed.

Suspension is a full-service interruption.

  • Employee accounts are charged the restore fee.
  • Account status displays Suspend-Suspension Non-Payment.
    • Suspension codes FPQ (First Payment Default)
    • SNP1 (Non-payment) 
    • NSQ or SNQ1 (Non-payment temporary)
    • IFQ (Returned payment).
  • Customers are charged the full MRC for the bill cycle in which they are initially suspended.
    • Customers are not charged for future bill cycles in which they remain suspended for the entire bill cycle.
    • Customers restoring service will receive prorated charges.
      (example: The first month suspended, the customer is charged full MRC; after the second month suspended, no additional charge; if restoring service in the third month, customer is charged prorated MRC.)
  • Customers can't receive calls and outbound calls route to the suspend queue on TMO Network or Wi-Fi network.
    • Can make calls to 611 (T-Mobile), 911, and 988 (National Suicide & Crisis Lifeline)
    • Dialing the National Suicide and Crisis Lifeline 1-800 toll-free number will route to Care. To reach the National Suicide & Crisis Lifeline customer must dial 988. 
  • Outgoing and incoming SMS are suspended (including short codes). For OTP support, see One Time PINs.
  • For customers with automatic authentication methods on their devices (i.e., Google authenticator, password management apps) see PAH Customer PIN/Passcode maintenance: My T-Mobile.
  • Voicemail service is suspended.
  • Data services are suspended except for access to the T-Mobile app, T Life app, My T-Mobile, T-Mobile.com, Account Hub, and short links like t-mo.co/pay. 
  • Any open EIP will continue to bill as normal.

Cancellation is full account deactivation.

  • Account status displays "Canceled-Non-Payment" when the account is canceled.
  • Customers can dial 911.
  • Calls made to customer service via 611 will not go through.
  • Customers with an open EIP payments on their account and the account is canceled, the entire equipment charge balance will be accelerated and due on the final bill.
  • Service should not be manually restored unless the canceled customer makes a payment for the full past due delinquent balance and any applicable restoration fees and taxes.
  • Canceled accounts (including Employee BANs) are manually resumed from non-pay suspend and will not have the systematic restore fee cap applied. Restore lines 1-3 using procedural PR resume reason code. Lines 4 or more are restored using CR code so the $20 restore fee is not charged.
  • Final bill expectations & disclosures depend on their billing method (Bill Current vs. Bill Arrears).
  • If the final account balance is not paid by the due date, they risk further collection activity.

Restoring service

Customers can avoid the $10 payment support fee and restore their own account by making a payment or payment arrangement (if qualified) online with the T-Life app, or at My T-Mobile. If the customer still wants help restoring the account by making a payment and is willing to pay the $10 payment support fee, follow these steps:

  1. After verifying the account, follow any Special Instructions or memos left by Fraud Management to help your customer, if applicable.
    • Most payment methods automatically restore service when the minimum required amount posts.
    • Promise to Pay, Mailed payments, Online payment, or Walk-in payment services qualify for automatic/manual restore.
    • Review Special scenarios, for exception handling.
    • Review account to advise customer of prorated charges (when applicable).
      • The MRC bills for the full cycle while services are suspended due to non payment.
      • See Overcoming objections.
  2. Make sure their address is correct on the account if suspension was due to Returned mail.
  3. Collect a payment for the past due balance and $20 restoration fee, plus applicable taxes to restore service. If customer has already made a payment, verify either the minimum amount due was paid and advise on a PA, or verify that the past due balance was made in full. See Payment arrangements.
  4. Account will restore automatically after customer brings account current by paying the full past due balance or pays the minimum past balance due and secures a PA for the remaining past due balance.
    • Note: Canceled accounts are manually resumed from non-pay suspend and will not have the systematic restore fee cap applied. Restore lines 1-3 using nonpayment restore reason code. Lines 4 or more are restored using CR code so the $20 restore fee is not charged
  5. Remove any voluntary future-dated cancellation, if needed.
  6. Inform them service may take up to 2 hours to be fully restored. If service is not restored after 2 hours, they should turn the device off and then back on (power cycle), and they may receive an over-the-air message to add self-help codes to their phone book.
  7. Give the payment posting timeline based on the payment method. Do not manually restore service.
  8. Give the remaining balance, due date.
  9. Restore fees due to a non-T-Mobile error cannot be credited.
  10. If customers are using DIGITS, they must re-add their T-Mobile ID to the line in the DIGITS portal, use Manage DIGITS on My T-Mobile / MyDIGITS portal.
  11. Note the payment per the Memos policy.
  12. Let your customer know they'll receive an email receipt showing their payment for the restore fees. If they don't have an existing email address on file their payment will show on their next billing statement.

Special scenarios

Upfront charges push to bill

There are approved scenarios where your coach or senior will need to take a required one-time payment for the past due balance owed and use the push to bill option for restore fees and taxes.

Customer has a Proxy by Digits line and has become suspended for non-payment however should not be charged for the restoration. Reps can complete these steps.

Customer is currently suspended:

  1. Locate the Proxy by Digits line and restore using the CR Restore code.
  2. ake a one-time payment for the past due delinquent balance only through Atlas.
  3. Advise the customer that the discount will resume once restored.

Customers made a payment to resume service and has already been charged the fee:

  1. Apply a charge-level credit from pending charges for the restoration fees and taxes.
  2. Advise customers that the discount will resume once restored.

Lost/Stolen/Military/Seasonal suspensions if their account becomes past due, during a voluntary suspension, the account automatically moves to non-payment suspension.

  1. Transfer your customer to your leadership.
  2. Leadership follow the steps on the Upfront charges push to bill page for resolution. (Only leadership will have access to this linked content.)
  3. Resuspend their account using the applicable reason code, if needed.

Customer is escalated about to paying restore fees on their standalone Mobile Internet On-demand line.

  1. Transfer your customer to your leadership if they are upset about restores fees for a MBB10SBB line, to credit the entire restore fee amount.
  2. Leadership follow steps on the Upfront charges push to bill page for resolution.

Customer has attempted to make a payment thru self-service and restore fees are due upfront and is escalated.

  1. Complete an account audit to make sure they have not previously had restore fees and taxes pushed to the bill.
  2. Let them know as a one-time courtesy we will add the restore fee and taxes to their next bill instead of being billed upfront today.
  3. Transfer your customer to your leadership.
  4. Leadership follow steps on the Upfront charges push to bill page for resolution.

Customer has never received a one-time credit for restore fees in the entire lifetime of their account and is escalated.

  1. Check the Adjustment History and memos to ensure they haven't received a courtesy credit in the past. Pay special attention to any adjustments that have been issued using the adjustment code LADEX, RESR_O, or Care courtesy credits.
  2. If restore fees have never been adjusted, negotiate the adjustment amount before offering an adjustment for all of the restore fees. For example, if the customer has 2 restore fees, offer to adjust 1 of the 2 restore fees first.
  3. Do not issue any adjustments to restore fees, if these fees have been credited in the past, unless it was considered T-Mobile error. This can be decided by reading the memos the representative left at the time of the adjustment.
    • They haven't been issued credits in the past and have been suspended, more than once in the same billing cycle.
    • This can be considered a single incident and credit all restore fees for the cycle, even if the request occurs on separate occasions and the first set of fees have already been adjusted.
  4. Do not proactively offer to credit the fees when asking for payment.
  5. Discuss the situation with your Coach or above. If approved, adjust at the charge level.
  6. Leadership follow steps on the Upfront charges push to bill page for resolution if needed.

T-Mobile system error caused a customer's account to become suspended for non-payment (example: unexpected system issues, confirmed payment posting delays). Follow these steps.

  1. Take a required one-time payment for the past due delinquent balance only through Atlas.
    • Do not attempt to take a one-time payment if there is a payment posting delayed posted in C2 news or system issues.
    • Confirm the customer made their payment before restoring the account.
  2. Apply a charge-level credit from pending charges for the restoration fees and taxes.
  3. Leave detailed memos.

Restore without payment

This option should never be used outside of the approved scenarios below and is only available to help customers in these specific scenarios to restore service on their account without payment.

Account was suspended after a payment arrangement was set up.

  1. Let your customer know this can happen when the system has scheduled the account for suspension and a payment arrangement is set up after 10:00 p.m. PT the night prior.
  2. Verify the suspension happened after the PA was set up and not prior.
  3. Restore service without payment using CR code. If the customer’s Payment arrangement is no longer active, direct them to T-Life to set up a new arrangement.

Use this process if the account has a past due delinquent balance due to a valid adjustment or credit owed to your customer:

  1. Verify that the adjustment or credit is valid and will cover the entire past due delinquent amount.
  2. Let your customer know they must pay the remaining past due amount, applicable restore fees, and taxes before restoring service, if a pending adjustment or credit does not cover entire past due amount.
  3. Verify that any memos about the adjustment or credit are specific and clear.
  4. Restore service without payment using CR code.
  5. Send the account information to your leadership to place a PNDADJ (Pending adjustment) Collection hold on the account.
  6. Notify your leadership if a credit or adjustment on an account is over a week old and has not been approved.

Customers reporting a returned payment for a fraudulent payment they did not authorize.

  1. Review Fraudulent returned payment page.
  2. Restore service without payment using CR code and place a BLDISP (billing dispute) Collection hold on the account.
  3. Set a follow up in Samson for two business days to prevent hold from being released.

Account is suspended, your customer has made a payment for the full past due balance, but the payment has not posted to their account.

  1. Verify a missing payment request form has been filed.
  2. Restore service without payment using CR code and place a PYDISP(payment dispute) Collection hold on the account.

Account is suspended, your customer has made a payment to cover the full past due account balance. There is a known system issue that has caused the payment already posted not to reflect on their balance.

  1. Verify no past due delinquent balance is on the account and any returned payments must be replaced with an acceptable payment method.
  2. Restore service without payment using the same restore code as suspension code.
  3. Place a PAYISS (payment posting issue) Collection hold on the account, if payment amount should have restored account.
  4. Email the account number, and description of the issue to your coach, if the account was in a collection path, but did not auto-restore.

Account is suspended, your customer has made a payment to cover the full past due account balance. There is a known system issue that has caused a payment posting delay for their payment method.

  1. Verify the payment was made but has not posted to the account balance and matches the known issue for their payment method.
  2. Restore service without payment using the CR code and place a PAYISS (payment posting issue) Collection hold on the account.

Account is suspended, your customer has made a payment to cover the full past due account balance. A Payment reversal has caused the account to show more past due delinquent than it really is.

  1. Verify payment reversal is the reason the account is past due delinquent.
  2. Restore service without payment using the CR code.
  3. Send the account information to your leadership to place a PSTERR (balance posting error) Collection hold on the account.

Account is suspended, and your customer is affected by disasters or serious inclement weather in their area.

  1. Restore service without payment using CR code.
  2. Place a WEATHR (weather/disaster) Collection hold on the account.

Overcoming objections

  • Explain the dates of suspension, tell your customer to prevent these charges T-Mobile sends multiple courtesy SMS notifications, to the primary line on the account, prior to the suspension occurring.
  • The $20 restoration fee plus applicable taxes per line (capped at 3 lines) is a valid charge and is required to restore the account.
  • Late bill payment reminder one (1) and three (3) days past due delinquent IMPORTANT: Your T-Mobile bill is past due delinquent. Pay now or set up a Payment Arrangement at t-mo.co/pay to avoid service interruption & $20 restore fee per line.

  • Any time an account is past due delinquent and suspended the cost to resume service includes the past due delinquent balance, restore fees per line and any applicable taxes due when service is restored.
  • To avoid these fees in the future, your customer can set up their account on AutoPay to have monthly bills deducted from their bank account automatically which will prevent the account from becoming past due delinquent.
  • Discuss payment arrangement options, if they are unable to pay the entire past due delinquent balance, restore fees and taxes due to restore services.

Q: Hello, I'm trying to pay my bill online to restore service and it says I need to pay more than my past due delinquent balance. What's going on?

A: I'd be happy to help you out here. I do see that your account got suspended due to a past due balance and to restore service, you'll need to pay the past due balance and restore fees which are $20 per line (capped at 3 lines). I can help you make a payment, you can continue to pay it online, or you can even pay it in our SIVR. Would you like me to help you make the payment?

Q: I've never had to pay restore fees to restore service online before!

A: I completely understand your frustration. In the past, when you've paid your bill online we've always added the restore fees to your next bill. We've found this can create a higher bill than our customers expect the following month, so we now ask for those fees upfront to restore your service today. I can help you make that payment today, or we can set up a Payment Arrangement with the fees included if you can't make the whole payment today. Would you like to pay the full amount?

Q: Is there any way that I can have my restore fees waived?

A: I’m, sorry I’m not able to waive the fees for you, but if you have concerns over how much is due, I’d be happy to assist you with a payment arrangement to help manage the amount due today.

(If your customer does not agree to do a payment arrangement, is escalated, and asks again for a waiver of the Restore Fees.)

I can, as a one-time courtesy, push your restore fees to your next bill since you weren’t expecting to pay them upfront this month. When your next bill is due, you’ll simply owe your current month charges and the fees from restoring service today. Would you prefer the fees pushed to the next bill or move forward with a payment arrangement?

Q: My service was turned off because I forgot to pay my bill and I was charged for the time that my phone was off. Shouldn’t I receive a credit for the time I couldn’t use my phone?

A: Charges for your monthly T-Mobile services are not prorated or credited while your account is suspended for non-payment. If you have time today, I can show you how to set up AutoPay as a more convenient way to pay your bill each month. Plus, if you set up AutoPay using a debit card or bank account, you’ll receive a great discount.

Q: I couldn’t use my service though, can you please credit my account?

A: Although you didn’t have service during that time, we maintain your phone number and access to the network to immediately reinstate service when you make a payment. If you have time today, I can show you how to set up AutoPay so you won’t need to remember to pay your bill each month. Plus, if you set up AutoPay using a debit card or bank account you’ll receive a great discount.