Payment arrangements

Use this page to support Payment Arrangements (PA) and Proof of Payments (POP) requests.

About PAs

A Payment Arrangement (PA) is an agreement that allows customers who have past due balances to schedule their payments over a specified period.
  • Self service: Customers may set up, view, edit/modify, and delete a payment arrangement through the T-Life app or My T-Mobile. Customers with a cancelled account can view their PA details.
  • Installments: Payment intervals can be up to 14 days with a total length of 28 days. The number of installments can be 1 or 2 depending on the type of arrangement.
  • Restore from suspend: If the account is suspended and qualifies to set up a payment arrangement, the PA restores services. It may take up to 2 hours to be fully restored, and customers may need to turn their device off and back on again.
  • Failure & upcoming bills: 
    • Each installment must be paid by the specific due date to avoid the PA failing and possible suspension of service. The entire PA will fail if the first installment is not paid by the PA due date.
    • The customer must still pay all new bills that become due during the arrangement by the due date. If they don't, then the payment arrangement may fail and cause suspension of service.
  • Payment support fee: There is a $10 payment support fee when completing a PA for customers over the phone. The initial PA installment includes the $10 payment support fee.
    • Exceptions for payment support fee are limited, because customers have the T-Life app, My T-Mobile, and the IVR self-services to set up or manage payment arrangements. Approved exceptions:
      • System Outage (T-Life app, My T-Mobile, and IVR) and no self-service option is available
      • TMO ID issue / Issues logging in to both the T-Life app and My T-Mobile. (Recommend IVR transfer before escalating to Customer Care Manager (CCM) to waive.)
      • Physical disability/accessibility support needed.
  • Restore fee: If the account is suspended (including ladex) for non-payment, then a $20 restore fee per line (with a maximum of 3 lines) and taxes are included in the installment(s).
  • Late fee: The customer may be charged a late fee for any past due balance not paid by due date.

 

Customers receive these notifications about their PA:

  • A receipt notification sends by email or text with fees included in the arrangement that links to MyT-Mobile.com. There they can view or print a copy of the arrangement details.
  • A text message is sent to the primary subscriber on the account when a PA is set up with or without an FDP.
  • Payment arrangements set up with an FDP receive a reminder message 3 days before the FDP draft date.
  • Payment arrangements set up without an FDP receive a reminder message the day before the PA is due.
  • A reminder message is sent the day before the PA is due.
  • Another reminder message is sent on the day the PA is due.

Rules for customer contact & follow up

  • Never contact a customer by any method, including calls, text, or email.
    • Do not schedule follow-ups to contact customers to collect on their past due accounts, even if the customer plans to make a payment later.
      • If customers say they can make a payment later, give self-help options to make their payment online at their convenience.
    • Do not send a message from Atlas to have the customer pay sooner.
    • Collections is a heavily regulated area, and T-Mobile has designed specific protocols for outward communications to customers with past due accounts. Proactively contacting customers to take payments or set up payment arrangements is against T-Mobile policy.
  • Payment arrangements require a certified bank.
    • Never intentionally take a payment or set up a payment arrangement with fake or incomplete bank account details.
    • Never schedule payments if it is known the funds will not be available at the time that payment is scheduled to draft from the customer’s bank, credit card, or debit card.

About PA situations

PAs work differently depending on the specific situation. Understand what happens in certain customer situations.

Learn what happens during a PA if the customer....

Always direct customers to self-serve on the T-Life app, My T-Mobile, or the Account Hub (for TFB customers).

  • Walk the customer through the steps with Payment Arrangements: Self-Service.
  • Suspended customers can self-serve from their devices using the web or app.

     

    • Service restrictions still allow suspended devices to access both the app and the website.
    • Restoral fees are included in the total balance before making a payment or setting up a payment arrangement.
    • On the Pay your bill screen, customers can tap View details to review full balance information.
    • From the Home page > Make a payment, tap View details next to the past due balance to see the balance breakdown. Tap the plus sign (+) to expand the breakdown list.
    • Suspended customers are advised of the number of lines suspended when setting up a payment arrangement. Restoral fees are not explicitly called out in this section.
PA Setup

AutoPay pauses while on an active payment arrangement.

  • If customers have AutoPay and need to set up a payment arrangement, check their AutoPay billing date. If it’s:
    • Within 3 days of the billing due date: AutoPay started processing the amount due and will deduct funds. The customer may not need a payment arrangement.
    • More than 3 days before the billing due date: AutoPay will suspend before it deducts funds. The customer can continue to set up a payment arrangement.
    • See About AutoPay for the timeline.
  • When the payment arrangement is completed, AutoPay resumes. 
  • If the PA fails, the customer will be un-enrolled from AutoPay. The customer would need to manually re-enroll.
  • Deleting a payment arrangement resumes AutoPay.
  • If the AutoPay withdrawal date passes while AutoPay is paused, an SMS notification advises that a one-time payment is required. The SMS provides the next AutoPay withdrawal date.
  • AutoPay discounts do not apply while:
    • The account is or becomes past due.
    • Using an ineligible AutoPay payment method (ex: credit card). See AutoPay > AutoPay $5 bill credit for eligibility and expectations.

  • Adjustments don't change the PA balance or FDP amount.
    • The adjustment reflects on the actual account balance. Review Delete or reset a PA for more information.
    • If the first installment of the PA has not passed and the adjustment has impacted on the past due balance, the customer can modify the payment amount in T-Life or My T-Mobile.
  • If the customer has a PA and the past-due balance is from a pending credit that will affect the balance in next billing cycle, delete the payment arrangement and place a collection hold on the account. The customer must pay for any valid charges before placing the collection hold.

If customers pay Then

The exact amount or more that is due by the installment due date

With no FDP attached to the PA: The installment will not charge. The customer won't be double charged.

With an FDP attached to the PA: See Scheduled & Future Dated Payments.

Less than the amount due by the installment due date (partial payment)

The full amount will be charged to the customer's credit/debit card or bank.

Multiple payments for each installment, and PA is not secured with a FDP
  • The customer must make payments for a sufficient amount to cover what is owed in each installment so the PA will not fail.
    • Payments may be made using any acceptable payment method.
    • If the customer does not make a payment for a sufficient amount to cover the first or second installment, the PA will fail.
  • Example: They set up a PA in 2 installments and the first installment is for $150.00. The customer may make a payment for $50.00 and $100.00 prior to the installment due date. The installment is considered successful.

If a customer contacts us within 48 hours of their PA showing missed or rejected:

  • Do not tell the customer there is a grace period and do not mention the 48 hours.
  • If the customer missed the first installment, tell them:
    • Replace the missed payment immediately to keep the arrangement active.
    • If you don’t replace it now, the PA will fail and any fees will be added to the past due balance.
    • The second installment will not draft automatically. You must pay it manually through the T Life app, My T-Mobile, Care, or a Retail store.
  • If the customer missed the second installment, tell them:
    • Replace the missed payment immediately, and the arrangement will close successfully.
    • If you don’t replace it now, the PA will fail and any fees will be added to the past due balance.
  • T-Mobile will not re-submit the payment for processing.
  • Do not update the FDP information after replacing the missing payment. Updating the bank or card details may cause duplicate charges and still let the PA fail. Customers must make manual payments.

After 48 hours from when the PA was missed or rejected:

  • On the third day, the PA is considered failed. Refer to the customer impacts in Failed PAs.
  • On the fourth day, the customer can set up a new PA, if eligible. The current PA status must show "Failed" before the customer can set up a new arrangement.
  • Attempt to collect the past due balance. Connect, collect, protect.

If a customer asks to cancel a payment that they made to qualify for a payment arrangement, advise them payments made for balance amounts that are 31+ days past due are not eligible for cancellation. (See Cancel a same day payment.)

  • First installment was missed or rejected: Go to About PA situations > Misses an installment.
  • First installment has not been paid and it is at least 24 hours before the draft date: The customer can add the payment method with a valid credit/debit card or bank account in T-Life.
  • First installment has been paid: Advise the customer to manually make a payment. Adding a payment method will cause the system to attempt to draft the payment amount from the first installment.

Resolve PA problems if the...

If the caller received a payment arrangement confirmation email that was not for their account or they do not have T-Mobile service:

  1. Engage your CCM to file an escalation.
  2. Tell your customer the email address will be removed within 3 business days.

  • This happens when the system has scheduled the account for suspension and a payment arrangement was set up after 10 p.m. PT the night before suspension.
  • Verify the suspension happened after the PA was set up and not before.
  • Restore service without payment using CR code. 

Eligibility

 Eligible  Not eligible
  • Account status: Active, Delinquent, and Suspended (for account types below)
  • Account type:
    • Business/Government
    • Individual
    • Lifeline
    • Business with SSN
    • Special (Contractor, Dealer, Employee)
  • Account has no past due balance overdue by more than 30 days.
  • Account has a returned payment and DCK fee. (Charges over 30 days past due must still be paid.)
  • New active accounts that are in First Payment Default (FPD) from not paying the first bill:
    • Active accounts in FPD qualify for a POP only if the deposit amount (when required) has been paid.
    • Never solicit for a small payment amount to make the customer’s account POP/PA eligible if the account is in FPD. Customers must pay the full past due balance.
  • Bank accounts must be with a certified bank and be expected to have funds available on the PA installment dates. 
    • Never intentionally set up a payment arrangement with fake or incomplete bank account details.
    • Never set up payments if it is known the funds will not be available at the time that payment is scheduled to draft.
  • Account status: Canceled (for all account types)
    • Canceled accounts are not eligible for PA.
    • Accounts that have PAs set up before canceling will remain active, as long as they pay the installments by the due date.
    • Accounts canceled for non-payment and then restored will be charged a $20 restore fee per line, plus taxes, with a cap of 3 lines. This is due at the time of payment.
    • When an account is canceled and has a past due balance the account can be sent to write-off at any time.
  • Account situations:
    • Prepaid Legacy accounts
    • NCC accounts
    • Deposit payments
    • Down payment requirement for HPP
    • A PA and an HPP cannot be created for the same balance/same day.
  • Account has a past due balance overdue by more than 30 days.
    • Any balance over that is overdue by more than 30 days must be paid to be eligible for a payment arrangement.
    • Never offer to adjust the 30+ day past due balance to make the account eligible for a PA.
    • Check the number of days past due in Samson (on the Collection Information screen) or Atlas (on the Payment arrangement landing page).

TFB Customer Support

EGC
  • Account Type B with less than 50 lines, including Puerto Rico and Virgin Islands
  • Business with SSN (Care & BC can set up PAs)
  • All accounts outside scope of support for EGC
  • Business accounts with fewer than 50 lines that are suspended by EGC must either pay the full past‑due balance for service restoration or set up a payment arrangement through Account Hub. 
  • To be eligible for a payment arrangement, any balance that is more than 30 days past due must be paid in full.
  • Account Types: ‘G’
  • Account Types ‘B’ with Subtype ‘O’
    • Accounts with 50 or more active/suspend lines.
    • Accounts with less than 50 active/ suspend lines and a Cancelled Large Business Indicator of ‘1.’
    • IOT accounts with less than 50 with an IOT Indicator >= 1 and all other active/ Suspended accounts
  • EGC does not support State PR/V

Criteria for PA options

Type of arrangement Days Past due Criteria
Proof of Payment (POP) 0-15
  • No FDP required
  • Max # of Installments: 1
  • Payment due: Within 10 days
  • Total length: 10 days
16-30
  • FDP required
  • Max # of Installments: 1
  • Payment due: Within 10 days
  • Total length: 10 days
First Payment Default (FPD) 1-30
  • FDP required: Yes
  • Max # of Installments: 1
  • Payment due: Within 10 days
  • Total length: 10 days
  • Account must reflect FPD and be past due to be eligible.

31+
  • Not eligible for an arrangement.
  • Customers must pay the past due balance in the 31-60, 61-90, and 91+ buckets to be eligible for a payment arrangement.
Recurring Payment Arrangement (PA) 0-15
  • No FDP required
  • Max # of installments: 2
  • Minimum first installment due: 20% of arrangement total
  • First payment due: 14 days
  • Payment intervals: Up to 14 days
  • Total length: 28 days
16-30
  • FDP required
  • Max # of installments: 2
  • Minimum first installment due: 20% of arrangement total
  • First payment due: 14 days
  • Payment intervals: Up to 14 days
  • Total length: 28 days
31+
  • Not eligible for an arrangement.
  • Customers must pay the past due balance in the 31-60, 61-90, and 91+ buckets to be eligible for a payment arrangement.

Type of arrangement Criteria
Proof of Payment (POP)
  • Days past due: 0-30
  • FDP required: Yes
  • Max # of Installments: 1
  • Payment due: Within 10 days
  • Status once set: Active
  • Total length: 10 days
First Payment Default Not eligible

Recurring Payment Arrangement (PA)
  • Days past due: 0-30
  • FDP required: Yes
  • Max # of Installments: 2
  • Minimum first installment amount: 20% of arrangement total
  • 1st payment due: Within 7 days
  • Payment Intervals: Up to 14 days
  • Status once set: Active
  • Total length: 21 days

Assisted PA setup & escalation steps

  • Inform the customer that T-Life, My T-Mobile, and the IVR (or the Account Hub for business) are the only ways to set up or manage payment arrangements. This ensures customer privacy, saves them time and fees, and gives them full control of their payment arrangement.
    • “For your security and privacy, T-Life is the only way to set up and manage payment arrangements. It’s the fastest, easiest, and most flexible option. Plus, there’s no support fee! I can text you a link that takes you right to it. It only takes about a minute.”
    • “I don’t have access to set up or manage a payment arrangement directly, but I can walk you through it. It’s really quick and easy through T-Life, or if you prefer, I can connect you to our IVR option or you can manage it on our My T-Mobile website.”
  • Guide and support. Offer to send the payment arrangement link from Atlas (Care) or Magenta Welcome (Retail) and walk the customer through the steps.
  • Reinforce the benefits.
    • Protects customer privacy
    • Saves time and avoids fees
    • Gives full control of their payment arrangement.
  • Overcome hesitation.
    • Reassure customers and encourage them to use T-Life.
      • “I want to help you get this taken care of today! The fastest and most secure way is through the app, and it’s fre.”
      • "I completely understand wanting to handle this with me! The great thing is that T-Life gives you full control. It’s secure, quick, and lets you complete your arrangement anytime without waiting. I can walk you through it once I send the link."
      • Why the change? "Great question! We’ve recently updated how payment arrangements are handled so everything goes through T-Life for real-time confirmation and extra security. It’s super simple and I can guide you through once you open the link I send."
    • Check Payment Arrangements Self-Service for talking points on common hesitations. 

Escalation

  • Scenarios approved for escalation:
    • Broken or lost/stolen device
    • T-Life incompatible device
    • T-Life registration issues
    • Accessibility
      Other scenarios: Follow normal escalation processes for escalated customers.
  • Engage your CCM if the customer has an approved scenario and cannot use self-service options.
  • CCM: 

 

Modify PA dates and amounts

Payment arrangements must be created in T-Life, My T-Mobile, or SIVR.

  • If a PA was created in other channels, customers can only update the payment method.
  • Customers can only modify PAs in T-Life or My T-Mobile.

If an account was restored through a PA and was re-suspended due to removing the FDP, it is not eligible for further modification. To restore service, the customer must make a one-time payment, as directed by a T-Life notification.

Payment dates and amounts can be changed multiple times while the PA is active, but changes must be completed before the first installment scheduled date.

  • Modified PAs can be identified via PA history and/or account memos.
    • PA history: select the PA in question to expand details. The delete reason is listed as Delete Modify PA.
    • Memos: look for memo type Delete Pym Arng. The reason code will show as PAMDEL (PA modified delete).
  • Changes cannot be made on the same day as the scheduled installment date.
  • If the payment is not currently processing, the payment method can be updated during the arrangement. Review Scheduled & Future Dated Payments for more information.
  • Find steps that customers use to modify the PA on Payment Arrangements: Self-Service.

Date Modifications

  • Customers can only select dates within the original PA timeframe. The PA cannot be extended beyond the original end date.
  • The system displays only the dates eligible for selection.
  • The customer can select the maximum number of allowed days or choose fewer days per installment.

Payment amount modifications

  • The first installment still requires a minimum of 20%.
  • Once the first installment has passed, the payment amount of the second installment cannot be changed.

Adding a new balance

  • Customers who originally set up a PA for the past due balance may add a new balance, if one becomes available while the PA is active.
  • The new balance must be added before their first installment scheduled date.
  • Adding a new balance does not extend the number of installment days.

Removing a new balance

Customers who included both past-due and new balance in their original arrangement cannot later remove the new balance from the arrangement.

Access the payment history in Atlas, and review the channel listed under Type Channel. If it shows:

  • APP: PA was created in T-Life
  • WEB: PA was created on My T-Mobile

Do not use memos to identify where the PA was created.

Failed PAs

Payment Arrangement (PA) failure happens when a customer does not comply with the payment terms after setting up a PA to secure services.  When a PA fails:  

  • Any added fees become part of the past due balance.
  • The account continues to the next account-impacting collection step.
  • Accounts that are no longer past due when an arrangement fails do not continue down a collections path.
Failure situation Details

PA Failure Reasons

PAs may fail for the following reasons:

  • Payment didn't post on the expected payment date.
  • Customer didn't pay a new bill by the due date which caused the account to be past due even after the arrangement is completed.
  • The arrangement was deleted using the CLPA (Cancel Payment Arrangement) reason code.
  • The customer did not replace a rejected payment and restore fees in time.
    • A "rejected payment" is a Future Dated Payment (FDP) that was secured when setting up a PA or a scheduled payment that does not successfully process on the processing date.
    • If your customer has a missed or rejected installment, go to About PA situations > Misses an installment.
  • Any returned payment outside of the expected PA installment amounts was not replaced by the first or second installment due date. (A "returned payment" refers to a payment that the customer made either before or during the PA, which was subsequently returned, but it was not part of one of the installment payment amounts.)
    If a payment returns outside of the expected PA installment amount:
    • Before to the first installment due date: The returned payment amount must be replaced by the first installment due date along with the first installment payment.
    • After the first installment due date: The returned payment amount must be replaced by the close of the second installment due date.

Viewing a Failed Payment Arrangement in Atlas

A failed arrangement shows "Failed" on the Payment arrangement: Atlas history screen.

  • If an account has a failed recurring arrangement in the previous 4 months, it will have the "Failed PA" indicator flag on the payment arrangement screen.
  • Restoration fees are valid if the PA fails.
  • Accounts may display an error when an arrangement is failed, and an attempt is made to set up a new one.
    • This error occurs when the new arrangement is tried on the same day as the failure. A failure is noted in the account after 10:05 P.M PT, causing it to list the date as the next day.
Tell customers they can use self-service to set up a new arrangement tomorrow.

Consequences of a Failed Payment Arrangement

Explain the following consequences of a failed payment arrangement to the customer:

  • Advise the customer that their services may be interrupted any time after the arrangement fails. There is no waiting period.
    • Services may be partially interrupted, or fully suspended depending on account status.
  • A $20 restore fee per line with a cap of 3 lines, plus taxes, apply to the past due balance on the account.
    • If the customer request to set up a new payment arrangement after being suspended, direct them to T-Life.
Never share the "Next Steps" in Atlas or Samson with the customer. They may change.

Delete PAs

Self-service delete or reset PAs

  • Customers can delete their active payment arrangement on T-Mobile.com and the T-Life app for approved scenarios (below).
    • Same day as PA was set up
    • Account is no longer past due
      • Customers who bring their account current the same day as a rejected FDP must wait 24 hours. After 24 hours from the rejected FDP, the delete option becomes available.
    • Balance impacting adjustment
      • The line deleting the PA needs to be under PAH/Authorized profile. Review Atlas > Toolbox > T-Mobile ID Management.
      • The delete option does not show for Standard/Restricted Users.
  • Suspended customers who restored services with a PA cannot delete the PA unless the past due balance is paid off.
  • See Payment Arrangements: Self-Service.
  • Failure to complete the existing payment arrangement may result in suspension of services and additional fees.

Assisted delete (Care & Retail)

  • Do not proactively offer to remove a payment arrangement.
  • Loyalty Team, CCMs, and above can delete arrangements in approved scenarios below.
  • CCM: For the "Approved scenarios" below, follow Payment arrangement escalations: CCM. Do not delete PAs for other scenarios.

Approved scenarios

Description

Same day as PA was set up
  • The customer made an error and calls the same day to explain that the PA was set for the wrong date.
  • If memos on the account support that T-Mobile made an error, we can still delete the arrangement if the customer calls the same day the arrangement was set up.
  • If setting up the payment arrangement restored the account from suspension, then we cannot delete the PA unless the past due balance is paid off.
Customers calling to correct a PA error when the BAN was suspended
  • Customers should not be given a full 14 days for the first installment once it is deleted.
  • Timing of the PA (only 7 days for the first installment) is not an error and customers should not be provided with more time per PA setup policy when previously suspended.

Account is no longer past due delinquent

If the customer's account is current with no past due balance and has an active PA, the PA can be deleted before making account changes.

Balance impacting adjustment

If the 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 they need to have it corrected:

Balance impacting adjustments:

  • Must be applied after the initial PA was set up.
  • Must be for at least 50% of the past due balance that was secured in the original payment arrangement amount.
  • Must be for T-Mobile error (Invalid reasons: crediting the customer’s first PA installment, crediting 31+ days past due balance)
  • Must be applied the same day as the PA deletion.
  • Must not be a temporary or charge level adjustment that will be reversed. (Temporary and charge-level adjustments applied and reversed for the purposes of deleting a payment arrangement are considered non-compliant.)
  • Pending adjustment impacting the next bill cycle.

CCMs and above can delete the existing PA.

  • To reduce customer effort, CCMs must set up the new PA for the customer
  • The PA dates must remain the same.
  • Adjust the payment support fee when setting up the new PA.
  • If an adjustment isn't balance-impacting, then do not delete a PA..

Other scenarios are not approved
  • Do not delete or reset PAs for any other scenarios that are not listed above.
  • If the customer is upset that we cannot change their PA and you cannot de-escalate the call, engage your CCM.

Correct the issue according to the table above. See Payments, payment arrangements, & write off accounts: In-Store