Payment support fee

• Verify that the customer is T-Life Ready.
  • Using self-service means the customer doesn't need to pay the $10 payment support fee or $5 payment support charge in Retail.
  • Walk the customer through the T-Life steps or use the Atlas Messaging tool to send an SMS for "Pay my bill." The SMS provides a link that takes the customer directly to the T-Life "Pay my bill" screen or to the app store to download T-Life.
  • Internal Care can use Screen Share to help a customer learn how to navigate to "Pay my bill" in T-Life.
  • If the caller is unverified, they must pay in self-service. (Unverified callers cannot consent to the payment support fee, so they must use self-service.)
• Provide the following options to customers who want to save $10.
  • Pay using T-Life: Advise customers to put you on speaker phone and then walk them through the steps on their device.
  • Pay using My T-Mobile: Customers can log into their accounts or pay as guests.
  • SIVR: Inform customers they can dial *Pay (*729) or 1-877-746-0909 to make a payment through our voice automated service.
  • Mailed payments: Customers have the option to send their payments in the mail.
  • Account Hub: Business customers can log into Account Hub and set up a payment arrangement and make a one-time payment without the fee.
• Advise customers of the following if they do not want to use a self-service option:
  • There is a $10 payment support fee when using reps for assistance.
  • The $10 payment support fee covers T-Mobile’s operating expenses with:
    • One-time payments or PA completed for customers over the phone
    • PA set up in retail stores
  • Customers will see the $10 payment support fee on their bill:
    • One-time bill payment over the phone with rep
    • Samson code: CFPFEE
  • Customers will have the $10 payment support fee included in the initial PA installment.
    • PA over the phone or in store
    • Samson code: PACFEE
  • This charge is occasionally adjusted to cover increases costs involved in manually helping customers.
• Never use or log on to self-service systems on behalf of the customer to make a 1-time payment or set up a payment arrangement to avoid the $10 fee (web, Guest Pay, SIVR etc.)

• The payment support fee is charged by the following: Care, Messaging/Chat, Retail Support Line, Retail, Special Account Care, Tech Care, T-Force, T-Mobile for Business Customer Support team (supporting I/S, B/L and B/C accounts).
  • Retail and RSL charge a payment support fee for one time payments and payment arrangement.
    • Retail charges $5 plus tax for payment support change included in the payment amount when making a one-time bill payment. See In-Store Payment Support Charge.
    • Retail charges $10 plus tax payment support fee when setting up a payment arrangement which is included in the PA installment(s).
    • RSL charges the $10 payment support fee for both one-time payment and payment arrangement.
  • All other groups are exempt from the fee. Virtual Retail payment do not charge a payment support fee. 
  • Enterprise, Strategic, and Government accounts are excluded from both charges.
  • Business Retail (B/L), Business Corporate (B/C), and Business with SSN (I/S) are charged a $10 payment support fee when making a one-time payment.
    • Business Retail (B/L), Business Corporate (B/C) and Business with SSN (I/S) customers setting up a payment arrangement are charged the $10 payment support fee.
    • Business Retail (B/L), Business Corporate (B/C) and Business with SSN (I/S) customers making a one-time payment and setting up a payment arrangement on the same call are only charged one payment support fee. 
• All PAs set up in Atlas, and Samson are charged an $10 payment support fee.

• Don't transfer calls to departments excluded from the fee to avoid this charge.
• Don't adjust the fee even if the payment is later returned to T-Mobile unpaid.
• Never use guest pay or the SIVR to set up a PA or make a one-time payment to waive the payment support fee.
• Calls to T-Mobile's international support number aren't routed to the regular SIVR. Don't waive the fee, instead offer to transfer the customer to the SIVR to make a payment or PA.
• Prior to processing a payment, your customer must agree to the fee billed to their account.
• Unauthorized callers can't agree to the fee being billed to an account. Give self-help options to these callers.
• Unauthorized callers can make a one-time bill payment if an account is exempt from the payment support fee. You can also refer callers to use the pay as a guest self-service option.

Some scenarios or account types are exempt from the payment support fee or should be handled differently. Only waive or adjust the payment support fee when outlined in policy below.

• Active Duty Military (ADM) accounts (payment arrangements & one-time payments)
• All Care groups who are exempt from assessing fees (payment arrangements & one-time payments)
  • Groups exempt from the fee, but the system is still charging, must manually waive or adjust the fee.
  • Have your next tier of support file a service desk ticket to have the issue resolved.
• Business (B/M, B/O, B/N and B/P) and Government accounts (G/R and G/F) (payment arrangements & one-time payments)
• Accounts supported by Enterprise and Government Collections (EGC) are exempt from the payment support fee. 
• Canceled accounts (one-time payments)
• Deposit payments (one-time payments)
• No Credit Check accounts (NCC) (one-time payments)
• Outbound teams (payment arrangements & one-time payments)
• Simple Choice No Credit (SCNC) accounts (one-time payments)
• Write-off accounts (one-time payments)

• Customer is completing payments or making down payments related to HPP. 
• Account is suspended for High Balance (HBLT) and needs to make a payment: adjust fee at charge level in Samson.
• Account is Mobile Internet (MI) only (including HSI only and IoT only) and needs to make a one-time payment: adjust fee at charge level in Samson.
• A pop-up message is displayed in Samson or Atlas saying not to charge the fee for a payment: waive using ‘self-help option down’ reason in the payment form.
• Customer is experiencing a known system outage or known system issue that prevents the use of self-service for:
  • Payment: waive using ‘self-help option down’ reason in the payment form.
  • Payment Arrangement:
    • Set up PA. Adjust the PACFEE from pending charges in Samson.
    • Let your customer know they'll see a one-time credit applied to their next bill for the PA fee.
• Customer is visually impaired: adjust one-time payment fee at charge level in Samson. 
• For fee associated with a PA:
  1. Set up PA. Adjust the PACFEE from pending charges in Samson.
  2. Let your customer know there will be a one-time credit applied to their next bill for the PA fee.
• Customer is making split payments, such as using two cards to pay the balance; only charge for one payment fee: waive second payment by using ‘Multiple payment support fees’ reason in the payment form.
• Customer is making a payment and setting up a PA on the same call, waive the one-time payment fee: waive using ‘Multiple payment support fees’ reason in the payment form.
• Customers says they have a disability that makes it difficult to use self-service options. You can ask why the customer cannot make a payment online and what accommodation they need, but do not ask about their specific disability.
• RSL should only waive the $10 payment support fee for Retail experts if both digital and Retail payment systems are down and unable to process a payment.

1. Review EIP payments and refunds, if your customer is asking to make an EIP balance payment. A payment support fee isn't charged for these payments.
2. Tell your customer about the $10 payment support fee that will be charged when making a one-time bill payment or setting up a PA over the phone with a rep.
3. Recommend self-service options and offer to walk them through using self-service.
4. Offer to set up AutoPay to avoid future payment support fees.
5. Email support document steps from Atlas Toolbox, using the Messaging tool. Search for "TMO App Video: Payment Options" or "Payment Arrangement" depending on the customers needs.
   • My T-Mobile or T-Mobile app: Refer to Pay bill & refill: Self-Service and Payment arrangements.
     • Business Retail (B/L) and Business Corporate (B/C): Refer to Pay your bill: Self-Service and Account Hub Billing and Payments.
     • Business with SSN (I/S): Pay your bill: Self-Service.
   • SIVR: Use the below steps if they want to use the SIVR to avoid the fee. You can cold transfer the customer, do not stay on the line with them.
   • Tell them they may be required to re-enter their mobile number.
   • Let them know the SIVR will provide them with the best PA option they're eligible for, usually two installments. They won't able to edit the number of installments, dates, or amounts.
   • Transfer using VDN 63155 for a payment or transfer to VDN 66517 for a PA.
   • Note the account with the CFPA (Charge for Pay Advisory) memo code. Copy and paste this text: "Customer advised to make payment or set up payment arrangement thru self-service."
6. Tell them if they're making a one-time payment the fee will automatically appear on their next bill. If they're setting up a PA, the fee will be included in the PA installment.
7. Process the payment if they want to complete the transaction over the phone with you.
8. Don't manually add the $10 payment support fee to their account or add it to the total amount on the payment form.
9. Note their account with the CFPA (Charge for Pay Advisory) memo code. Copy and paste this text: "Customer advised of $10 payment support fee, referred to self-service to make payment or payment arrangement at no cost."

• EIP one-time balance payments
• Pay your bill: Self-service
• Payment arrangements
• Payment information
• IVR payments