Hi, xx. I appreciate your patience while waiting to connect with us. My name is Leslie from Mobile Collections, and I'll do my best to support you today. I understand that managing finances can be challenging at times, and I'll do my best to explore the options available and help find the most suitable solution for you. Before we begin, I'd just like to confirm a few account details to ensure our records are up to date. Could you please confirm your current email address, billing address, and contact number? ***************************** To ensure we can support you in the best way possible, could you please let me know the reason for the late payment? Do you think this is just a temporary setback, or is it likely to have an impact on your future payments as well? ******************************************* **Promise to Pay** I'm happy to let you know that your payment arrangement has been successfully set up. If your services are currently barred, they will be restored within the next 24 hours, so there's no need to contact us again regarding this. Just to recap, we've arranged your Promise to pay overdue balance __ promised date on ___ . Please be aware that if the payments are not made as agreed, further action may be taken on your account. This could include service restrictions, and it may also have an impact on your credit file. While there is an outstanding balance, automated reminders and service bars may still be applied to your account. As a reminder, the My O2 app is available 24/7, making it easy to manage payments, view your bills, and access account support whenever you need it. You can also find more information and helpful resources at www.o2.co.uk. Aside from setting up the Instalment plan, have I covered everything you contacted us about today? **Instalmment Plan** I'm happy to let you know that your payment arrangement has been successfully set up. If your services are currently barred, they will be restored within the next 24 hours, so there's no need to contact us again regarding this. Just to recap, we've arranged Instalment Plans for the outstanding balances on your account. These payments will be collected separately from your regular monthly bill and are scheduled as follows: Please be aware that if the payments are not made as agreed, further action may be taken on your account. This could include service restrictions, and it may also have an impact on your credit file. While there is an outstanding balance, automated reminders and service bars may still be applied to your account. As a reminder, the My O2 app is available 24/7, making it easy to manage payments, view your bills, and access account support whenever you need it. You can also find more information and helpful resources at www.o2.co.uk. Aside from setting up the Instalment plan, have I covered everything you contacted us about today? ******************************************************************** **30% payment** I’ve looked at your account, and after a thorough review, I can see that there was a previous broken payment arrangement recorded within the last six months. While I completely understand your current situation, I’d like to kindly ask whether it may be possible for you to make a 30% payment of £00.00 today towards your total outstanding balance of £00.00? **WITH NO ACTIVE PAYMENT INSTRUMENT NOR PAYMENT MANDATE: ** I can see that you don’t currently have a Direct Debit set up on your account. Setting one up is a simple way to make sure your payments are always made on time automatically, helping you avoid missed payments and any late fees. With Direct Debit, your payment will be taken automatically on a date that suits you each month. It’s secure and convenient and gives you peace of mind knowing your account stays up to date without any extra effort. Would you like me to help you set it up today? **WITH ACTIVE PAYMENT INSTRUMENT BUT INACTIVE PAYMENT MANDATE:** I can see you already have a Direct Debit on your account, but automatic payments aren’t active. Reactivating this is an easy way to make sure payments are taken automatically on a date that suits you, avoiding late fees. Would you like me to help you activate it today? **WITH BOTH ACTIVE PAYMENT INSTRUMENT AND PAYMENT MANDATE: **I can see that you already have a Direct Debit set up on your account, and its fully active. That’s great! This means your payments are automatically taken each month on your chosen date, helping you avoid missed payments and late fees. It’s secure, convenient, and gives you peace of mind knowing your account stays up to date without any extra effort. With an active Direct Debit, managing your account is simpler, and you won’t have to worry about remembering payment dates. **Self-Care Sample Script:** To make managing your account easier, you can use the My O2 app. Through the app, you can check your balance, view upcoming payments, and even set up or manage your Direct Debit, so you can stay on top of payments without any stress. It’s quick, secure, and available 24/7.