Notes

Acknowledgement
What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Let's work together, to resolve this for you. Sounds like a plan?

We understand how important to have your services active and running especially this time of the pandemic. No worries you've reached the right person, let's go ahead and check your account and give you options how to keep your services working, we got you here!

We understand that you need more days to settle your past due balance as I am a customer myself that needs little more time paying our bills and we really appreciate you trying to catch up with your bills.

Objection handling
As a customer myself I would to help you restore the services today however since the system have verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.

Payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment

Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.

It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.

I understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency

I hope you will not take this against me as I only want to be transparent and ensure to resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favorably.

I know that you are on a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I won't hesitate to do so.

We have done our best to process your request . We have exhausted our resources, but we are getting the same result since your account is in a maximum days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.

However in as much that we would like to extend or set up a payment extension in your account, the full past due balance has been settled. This is because your account has reached the maximum days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.

As of this moment, your account no longer allows us to set-up a new arrangement and needs us to settle the full past due first before it allows us to restore the services

Last option if the customer is very irate

Just to make sure that all options are provided to you, we have tried to set up another extension in your account, and we are still getting the same result, in this case we have two options to resolve your concern. First, is to settle the full past due balance and the second option is by reaching our Collections and Payments Department as they have a broader access to help you further with having your services restored since we only have a limited access here in Billing chat. No worries this is not the first time that our Collections and Payments Department got this concern so we can guarantee that they will be able to help you with this since the system on my end won't let me change anything on your account to restore the services.

To get in touch with them, all you have to do is to reach this number All you have to do is to reach this number 1-800-446-7037 anytime Monday through Saturday 7AM to 9PM ET so that they can further assist you.