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Blue58Skywalk! INC59222806 # CHECK IF ACCT IS TERMINATED (WE CANNOT REINSTATE SERVICES UNLESS THEY'VE PAID THE ENTIRE BALANCE) ================================== # Conversation Summary: - Customer name ? - Email address, billing address, and contact number provided previously? YES / NO ? - What's their bill or payment issues + what's their circumstance of not being able to pay? - Based on the details provided, can you draft a message by acknowledging, empathizing with, and reassuring the customer? Make it positive sounding short but concise. Draft the message using the " FIRST RESPONSE" template below. Include Acknowledge previous conversation: what was done and what was agreed upon by the previous agent. Make it short but concise and no redundant words or thoughts. -------------------------------------------------------------------- Guidelines for rewriting the agent's response: - Acknowledge every concern, feeling, circumstance, and impact mentioned by the customer. - Sound warm, human, professional, and confident. - NO repetitive apologies, scripted language, or excessive explanations. - Transition naturally from empathy to resolution. - Focus on solutions and next steps. - Be clear, action-orientated, and conversational. - Keep the response concise while fully addressing the customer's concerns. - Avoid negative wording where possible. - Personalize the response based on the customer's situation. -------------------------------------------------------------------- # FIRST RESPONSE Hi ____, thank you for getting through today. You're speaking with Jknece from Mobile Collections. We appreciate your patience and thank you for staying on the line while waiting to be connected with me. (Depending on the customer's circumstance, provide AER: acknowledgment, empathy, and reassurance should be included here). Please be assured that I'll do everything I can to support you and make this as straightforward as possible. You're not alone in this, and I'll be here to guide you through the options available. To help me review the account and explore the most appropriate support options for your outstanding balance, could you please confirm your current email address, billing address with post code, and contact number? (IF THE CUSTOMER ALREADY PROVIDED THE COMPLETE DETAILS ASKED, PROCEED WITH ASKING FOR 3 TO 5 MINS FOR US TO REVIEW THEIR ACCOUNT INDORDER TO HELP FURTHER, BUT IF NOT, ONLY ASK WHAT WAS NEEDED.) If any of these details need updating, you can do so through My O2 here - https://accounts.o2.co.uk/signin Once we've confirmed your details, I'll look into the options available and guide you through the next steps. ================================== #ANTI-WIRE TAPPING LAW SPIEL > Before we start, I'd like to inform you that this conversation will be recorded, archived, and monitored for quality assurance and training purposes. By remaining online, you consent to the recording and archiving of this conversation. ================================== # CONFIRM LATE PAYMENT REASON | WHAT'S THEIR CIRCUMSTANCE? Thank you for confirming your account details. To make sure we offer the right support, could you share any circumstances that may have delayed the payment or caused the bank payment to fail? Anything you’re able to tell us helps us understand your situation and look at the options we can offer. Thanks for verifying your details. So we can guide you properly, could you let us know what may have affected the payment or the Direct Debit. Any information you can share helps us support you better. Thanks for confirming your details. If you’re able to share what happened with the payment or Direct Debit, we’ll check what support we can offer. Anything you can tell us helps. -------------------------------------------------------------------- We hope things improve soon. With your current situation in mind, do you foresee any impact on your ability to make future payments? ======================================== # BILLING REVIEW BEFORE ARRANGEMENT - [ BILL ALREADY GENERATED ] > I can see that your total outstanding balance is £XXX. This includes an overdue amount of £XXX and a new bill of £XXX. I can help you set up an arrangement for the total outstanding balance on the account. Would you like me to go ahead and set up the arrangement for you? - [ BILL NOT YET GENERATED ] > I can see that your account currently has an overdue balance of £XXX. Please note that your next bill is scheduled to be generated on [add next bill generation date] and will be due on [specify upcoming due date/the date range]. Would you like to go ahead and set up a payment arrangement for the overdue amount? ***For billing explanation Check latest bill amount Previous bill not paid Check also bill for outside charges Check spend cap*** ---------------------------------- * SEND TO CUSTOMER It's reassuring to hear that you don't expect your current circumstances to affect your future payments. Just so you have a clear view of your line ending -XXX, your total outstanding balance is £XXX, all of which is currently overdue. Please also note that your next bill is due to generate on [NEXT BILL DATE] and, in line with your usual billing cycle, will be due between [CURRENT DATE RANGE] With that in mind, is there a payment date that would work better for you? Once I have that information, I'll review the most suitable support options available and see how we can best assist you. ======================================== # OFFERING ALL AVAILABLE OPTIONS Just to let you know, we have options available: - Promise to Pay – lets you set up an arrangement within 30 days if you can pay the full amount in that time. - Instalment Plan – gives you flexibility to spread your payments over multiple months based on what’s affordable and sustainable for you, added on top of your monthly bill. Which option works best for you? _____________________________________ I understand you've mentioned previously that you'd prefer a _____ arrangement. Before we proceed, I just wanted to make you aware of the support options available so you can choose what works best for your circumstances: • Promise to Pay – allows you to make the full payment within 30 days on a date that works for you. • Instalment Plan – allows you to spread the balance over a number of months at an affordable and sustainable amount, alongside your monthly bills. Based on your current situation, which option do you feel would work best for you? _____________________________________ #ASK CUSTOMER (AFTER CHECKING CMUI ) > SEND TO CUSTOMER: We understand that unexpected situations can sometimes make it difficult to keep up with planned payments. We noticed that your previous Promise to Pay | Installment Plan was not completed as scheduled, and that the recent Direct Debit attempt was unsuccessful. When you have a moment, could you please share what may have prevented the payment from being made or caused the direct debit to fail? Understanding your current circumstances will help us better support you and explore payment options that are more suitable for your situation. Our goal is to work with you to find a manageable solution that meets your needs. We appreciate your time and look forward to hearing from you. ======================================== - INSTALLMENT PLAN IP We can certainly look at setting up an instalment plan for you. This option allows you to spread the remaining balance of £ XX over monthly payments alongside your regular monthly bill. To help me set up an affordable arrangement, could you please let me know: - How much would you be comfortable paying each month towards the outstanding balance? - What date each month would you prefer to make these payments? -------------------------------------------- - PROMISE TO PAY PTP > That’s fine, we can set up a Promise to Pay arrangement. This gives you time to clear the full balance in one payment within the agreed period. Can you let me know when you’ll be able to make the payment so I can get this arranged for you? # PTP Probing Question > To help us understand the best way to support you, do you feel that your current circumstances may affect your ability to make future payments as well? > If there are any other factors impacting your finances, either now or in the near future, please let us know. This will help us explore the most suitable options and support available to help you manage your payments moving forward. > I can certainly help with a Promise to Pay arrangement. This allows you to make the payment in full by an agreed date while giving you some additional time to manage the balance. Could you let me know the date you'd be able to make the payment? Once I have that, I'll check the available options and get the arrangement set up for you. > To make sure I set this up correctly, a Promise to Pay arrangement needs the payment to be made within 30 days from today's request date. Would you be able to make the payment within that timeframe? If there's anything else that may affect the payment date, please let me know. I'll be happy to review the available support options with you. ======================================== # W A M - WHEN: To help me assist you better, could you let me know when you’ll be able to make the payment? - AMOUNT: Thank you. And how much are you planning to pay? - METHOD OF PAYMENT: Just to let you know, here are the ways you can make your Promise to Pay OR installment plan payments: manually through My O2, over the phone, or automatically by direct debit on your due date. Which option would you prefer? ======================================== # PAYMENT DATE SUITABILITY | PAYMENT DATE RANGE - <B> I can see that your current payment date is set between the X and X of each month. Does this payment window still work well for you, or would a different date be easier for you to manage? If a change would help, I'll be happy to check the options available for your account. <B/> * IF YES > If a different payment date would suit you better, we can change it for you. Just a heads up, we're unable to set up a specific date as we only offer payment date ranges. The available options are 1–7, 8–14, 15–21, or 22 28 each month. Let me know which range works best for you. ----------------------------- * BEFORE SAVING THE NEW PAYMENT DATE RANGE, SET PROPER EXPECTATIONS WITH THE CUSTOMER. Before I update your payment date range, I just want to make you aware of something important. As we'll be changing your payment date range to better suit your circumstances, you may notice a slight change in the amount of your next bill. This is completely expected and happens because your billing schedule will be adjusted to align with the new payment dates. This will only affect your next invoice. After that, your bills will return to their usual amount and continue as normal under the new payment date range. This change is designed to ensure your payments fall at a time that's more convenient for you. If you're happy to proceed with updating your payment date range to X to X of each month, could you please reply YES to confirm that you understand and accept the information above? ----------------------------- * To confirm, we've successfully updated your payment date range from the _____ to ____ of each month. Your new payment date range will take effect from your next billing cycle on [ New Next Bill Date ] ======================================== #PRE-RECAP CONFIRMING THE ARRANGEMENT ----------------------------------------- - <B> INSTALLMENT PLAN (DIRECT DEBIT AS PAYMENT METHOD) <B/> > Before we finalize, let’s quickly recap what we’ve agreed on so everything is clear. > You’ve chosen an Instalment Plan, which means your outstanding balance will be spread across monthly payments and added to your regular bill. > Once this is set up, your total monthly payment will be [TOTAL AMOUNT – instalment amount + regular monthly bill], which combines your usual bill with the agreed instalment amount. Please note that any charges outside of your allowances are not included in this total and may increase your monthly bill. > We’ve tailored this plan based on the amount you’ve confirmed is affordable for you each month. Please confirm that you’re happy with this arrangement before we proceed. ----------------------------------------- - <B> INSTALLMENT PLAN (MANUAL PAYMENT) <B/> > Before we finalize, let’s quickly recap what we’ve agreed on so everything is clear. > You’ve chosen an Instalment Plan, which means your outstanding balance will be spread across monthly payments and separate to your regular bill. > Once this is set up, your instalment payment will be [Instalment amount], which will be paid on a specific date separate to your regular monthly bill. Please note that any charges outside of your allowances are not included in this total and may increase your monthly bill. > We’ve tailored this plan based on the amount you’ve confirmed is affordable for you each month. Please confirm that you’re happy with this arrangement before we proceed. ----------------------------------------- - <B> PROMISE TO PAY (PTP) <B/> > Before we finalize, let’s quickly recap what we’ve agreed on so everything is clear. > You’ve chosen a Promise to Pay arrangement. This allows you to pay off the full balance in a single payment within the agreed period. We’ve noted the date you plan to make the payment. Please confirm that this date works for you before we finalize the arrangement. ======================================== # MANDATORY INFORMATION ======================================== # MANDATORY LATE PAYMENT Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. * This is likely to have an impact on your credit file. * A late payment fee of £7.68 will be added to your next bill. * Missed payments could result in further restrictions. Could you confirm your understanding of the information provided? ======================================== #MANDATORY PRE ARREARS | PTP Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. - This is likely to have an impact on your credit file. - A late payment fee of £7.68 will be added to your next bill. - Missed payments could result in further restrictions. Could you confirm your understanding of the information provided? ======================================== #MANDATORY PTP | PROMISE TO PAY Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. - This is likely to have an impact on your credit file. - You may receive automated system reminders at any time. - Within 7 days of missed payment: A late payment fee of £7.68 will be added to your next bill if the agreement is not kept. - More than 7 days since missed payment: A late payment fee of £7.68 will be added to your next bill. - Missed payments could result in further restrictions. - Please be advised that a collection bar 1 will be added to your account to prevent additional spending (you will be unable to spend outside of your allocated allowances). * IF SERVICE IS SUSPENDED | BAR 4 - If Collections has suspended your account (the stage before full disconnection), please be aware that a £26.25 reactivation fee will apply. This fee is only charged once within a 3-month period. Please also note that if you are unable to keep to the agreed payment plan, your account may still be referred to an Outside Collections Agency (OCA). - If Collections has suspended your account (the stage before full disconnection), please be aware that once the account becomes fully disconnected, we will be unable to reconnect it. Any outstanding debt may then need to be settled through an Outside Collections Agency (OCA). Could you confirm your understanding of the information provided? ======================================== # OFFERING BREATHING SPACE + SIGNPOSTING (TWEAK THE MESSAGE ACCORING TO CUSTOMER'S CIRCUMSTANCES/CHALLENGES) I completely understand where you're coming from, and I appreciate your honesty regarding what you can realistically afford at the moment. Having reviewed the account, I can see there have been multiple previous payment arrangements that have not been maintained. Because of this, a one-off upfront payment of 30% (£ XX) is required before we can consider setting up another payment arrangement and review the restoration of your services. I understand you've advised that you won't receive your wages until 12 September and that £20 is the most affordable amount for you at present. While I appreciate your circumstances, I'm unable to override this requirement due to the level of the overdue balance and the previous arrangement history on the account. After carefully reviewing your previous payment arrangement history, we understand that keeping up with payments can sometimes be challenging. We know that unexpected circumstances can arise, and we appreciate that life doesn't always go as planned. If you're experiencing financial difficulties, I can help by placing a 30-day Breathing Space on your account. This can provide temporary relief from collections activity and allow some additional time while you work through your current circumstances. There are also several free and independent organisations, separate from O2, that may be able to offer support. They can provide guidance on managing your finances, maximising your income, and, if appropriate, exploring debt management solutions tailored to your situation. Would you like me to place a 30-day Breathing Space on the account and send you details of these support organisations? _____________________________________ # MANDATORY BREATHING SPACE Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. - This is likely to have an impact on your credit file. - Payments should be made as normal if possible, and any missed payments will be reported on the credit file as normal. - Once 30 days are over, the normal collection journey will resume if there is no further contact from the debt advisor. - You can only have a proactive breathing space once every 12 months. That said, a debt advice service may request a longer breathing space if needed. Could you confirm your understanding of the information provided? ======================================== # MANDATORY IP NON SUSPENDED Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. - Remember, if plans are being set up for longer than the contract term, the installment plan will continue if you keep paying. If not, normal collections process will resume. - This is likely to have an impact on your credit file. (Within 7 days of missed payment) - A late payment fee of £7.68 will be added to your next bill if the agreement is not kept. (More than 7 days since missed payment) - A late payment fee of £7.68 will be added to your next bill. - You may receive automated system reminders at any time. - Please be advised that a Collection Bar 1 will be added to your account to prevent additional spending (you will be unable to spend outside of your allocated allowances). - Instalment amounts are in addition to usual line rental. - Missed payments could result in further restrictions and risk of OCA (Outside Collections Agency). - Require payment within first 30 days. Ways to pay; Direct Debit – Preferred. Bank transfer, My O2 app, or over the phone. - If out of contract or falls out of contract whilst on an instalment plan, the instalment plan will continue if you keep paying. If not, the normal collections process will resume. You can leave the network if you choose once out of contract but will still be liable for debt. - If circumstances change, please contact us so we can help. Could you confirm your understanding of the information provided? ======================================== # MANDATORY IP SUSPENDED Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. - Remember, if plans are being set up for longer than the contract term, instalment plan will continue if you keep paying. If not, normal collections process will resume. - This is likely to have an impact on your credit file. - A £7.68 late payment fee will be applied to your next bill. - You may receive automated system reminders at any time. - Please be advised that a Collection Bar 1 will be added to your account to prevent additional spending (you will be unable to spend outside of your allocated allowances). - Instalment amounts are in addition to usual line rental. - Missed payments could result in further restrictions and risk of OCA (Outside Collections Agency). - Only if collections suspended account (stage before full disconnection) – please be advised – a £26.25 reactivation fee remember will only pay this once in a 3 month. - If account fully disconnects, we are unable to reconnect the account and any debt may need to be paid through the Outside Collections Agency (OCA). You will be able to use your allowance again. - Require payment within the first 30 days. Ways to pay: Direct Debit is preferred. Bank transfer, My O2 app or over the phone. Direct debit is not available as a payment option when the account is in a suspended state. - If out of contract or falls out of contract whilst on an installment plan, the installment plan will continue if you keep paying. If not, normal collections process will resume. You may can leave the network if you choose once out of contract but will still be liable for debt. - If circumstances change, please contact us so we can help. Could you confirm your understanding of the information provided? ========================================= #MANDATORY IP DISCONNECTED ACCOUNT Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. - This is likely to have an impact on your credit file. - We are unable to reconnect the account, and any debt may need to be paid through the Outside Collections Agency (OCA) if plan fails - Require payment within the first 30 days. Ways to pay bank transfer, My O2 app, or over the phone. - If circumstances change, please contact us so we can help Could you confirm your understanding of the information provided? ========================================= #MANDATORY FINANCIAL DIFFICULTY FLAG | FINDIF Before we proceed, I just need to share the following mandatory information and ask for your confirmation of understanding. - This is likely to have an impact on your credit file. - A £7.68 late payment fee may be applied if a payment arrangement is not set up. - You may receive automated system reminders at any time. Could you confirm your understanding of the information provided? ========================================= # MANDATORY DIRECT DEBIT GUARANTEE > So that I can set up a Direct Debit for you, I will need to record your bank details. Can I confirm that the account is in your name, and you are the only person required to authorise debits from this account? (MAKE SURE TO GET THE CONFIRMATION) > You will be advised of the date and amount of your payments on your monthly bill. The company name which will appear on your bank statement against the Direct Debit will be O2. You will be sent confirmation of this agreement within 3 working days of the Direct Debit being setup. All Direct Debits are protected by a guarantee which you can read in your confirmation later or I can read it to you now? * Direct Debit Guarantee (If applicable): > This Guarantee is offered by all Banks and Building Societies that accept instructions to pay Direct Debits. If there are any changes to the amount, date, or frequency of your Direct Debit Telefónica UK Limited will notify you, 10 working days in advance of your account being debited or as otherwise agreed. If you request Telefónica UK Limited to collect a payment, confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit, by Telefónica UK Limited or your Bank or Building Society, you are entitled to a full and immediate refund of the amount paid from your Bank or Building Society. If you receive a refund, you are not entitled to, you must pay it back when Telefónica UK Limited asks you to. You can cancel a Direct Debit at any time by simply contacting your Bank or Building Society. Written confirmation may be required. Please also notify us. If Yes (Read Now) (Send the "Direct Debit Guarantee" above) If No (Read Later): "You can read it in your confirmation later." ========================================= # SIGNPOSTING OFFER: > After carefully reviewing your previous payment arrangement history, we understand that keeping up with payments can sometimes be challenging. We know that unexpected circumstances can arise, and we appreciate that life doesn’t always go as planned. If you're experiencing difficulties paying your bills, there are several free and independent organisations, separate from O2, that may be able to offer support. They can provide guidance on managing your finances, maximising your income, and, if needed, exploring debt management solutions tailored to your situation. Would you like me to send you the links to these helpful resources? ------------------------------------------------------ > FINANCIAL SERVICES * Step Change: http://www.stepchange.org/ * National Debtline: https://www.nationaldebtline.org/ > MENTALHEALTH SERVICES * Samaritans: http://www.samaritans.org/ * Mind: http://www.mind.org.uk/ > Young People Mental Health Services (under 25’s) * Young Minds: http://youngminds.org.uk/ * The Mix: https://www.themix.org.uk/ ------------------------------------------------------ Absolutely! Here are the links, and these are zero-rated, so it's free; you don't need to spend extra data to browse them. - http://www.stepchange.org/ - http://www.samaritans.org/ - https://www.moneyhelper.org.uk/en - Free and impartial help with money, backed by the government ======================================= # ACCESS FOR YOU Is there any additional support you may need in managing your account or services? We have a dedicated team called "Access for You", specially trained to support customers who may need extra assistance due to complex, ongoing, or personal circumstances. They provide tailored support with care, understanding, and compassion, ensuring you receive the help that's right for your situation. If you feel this could be beneficial, I'd be more than happy to help you register with the team so they can provide the additional support you deserve. Since you mentioned your situation earlier, you have the option to request flagging it to your account so we can tailor-fit the support that we can provide you according to your access need. You can request it through this link: https://www.o2.co.uk/access-for-all/support-request-form ======================================== # 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 > Managing your account is easy with the My O2 app. You can check your balance, see upcoming payments, and set up or manage your Direct Debit all from your phone. It's designed to help you stay on top of things without any hassle, giving you one less thing to worry about. Plus, it's secure and available 24/7 whenever you need it. # YES TO UPDATING DD DETAILS For security reasons, I’m unable to update your Direct Debit details here on this platform due to security. Please set it up through the My O2 app. Are you able to do that now? Adding a Direct Debit via the O2 App: • Open the My O2 app and sign in. • Tap Billing. • Select Payment details. • Choose Add Direct Debit. • Enter your bank account name, sort code, and account number. • Confirm the details and submit. Adding a Direct Debit via the O2 Website: • Go to My O2 and sign in. • Click Billing on the menu. • Select Payment details. • Choose Set up Direct Debit. • Enter your bank details and confirm. Please do let me know once youre done. ======================================== # INSTALLMENT PLAN RECAP SAMPLE | IP RECAP Awesome! Just to recap what we've arranged today, we've set up an installment plan as follows: • £40.00 on 28 August 2026 • £30.02 on 11 September 2026 (final payment) • You've confirmed that you'll be making these installment payments manually via the My O2 app. • We've also changed your payment date range from X-X to X-X of each month. • We're keeping the same payment date range from X- X. Just for clarity, these installment payments are separate from your regular monthly bill and do not replace it. You'll therefore need to continue making your monthly bill payments as normal, alongside the agreed installment payments. As we've successfully set up your installment plan today, your services should now be queued for automatic restoration. In many cases, this happens straight away, however it can sometimes take up to 24 hours for the reconnection to be fully completed. A friendly reminder: if you may need to make future payments, you can use the My O2 app, contact our support team by phone, or update your Direct Debit details if you'd prefer your payments to be made automatically in the future. For further support👉 https://www.o2.co.uk/help/account/billing-and-usage/payment-support I hope this clears things up for you. Aside from the installment plan we've set up today, are you happy with everything we've agreed on today? ------------------------------- Before we wrap up, is there anything else you'd like me to check or assist you with today? ------------------------------- # IP CLOSING Thank you for your time and cooperation today, [PII]. I appreciate you discussing your circumstances with me and working together to find a suitable solution. I hope the arrangement we've set up provides you with some flexibility and peace of mind moving forward. We wish you all the very best, and if you require any further support, our team will be here to help. Thank you for choosing O2. ======================================== # PTP RECAP Just to recap what we've arranged today, we've set up a Promise to Pay plan of £XXXX per month, with payments due on [DATE]. You've confirmed that you'll be making these payments manually through our support team or via the My O2 app. (IF CHANGES WERE MADE) • We've also changed your payment date range from X-X to X-X of each month. (NO CHANGES WERE MADE) • We're keeping the same payment date range of X-X each month. Just for clarity, this Promise to Pay arrangement is separate from your regular monthly bill and does not replace it. You'll therefore need to continue paying your monthly bills as usual, alongside the agreed Promise to Pay payments. Your services should be automatically restored within 24 hours. I completely understand how important it is to have your services back up and running, so I'm really happy we've been able to put an arrangement in place for you today. As a friendly reminder, if you need to make any future payments, you can do so through the My O2 app, by contacting our support team over the phone, or by updating your Direct Debit details if you'd prefer your payments to be made automatically in the future. For further support, please visit https://www.o2.co.uk/help/account/billing-and-usage/payment-support I hope this has helped clarify everything for you. Aside from the Promise to Pay arrangement we've set up today, are you happy with everything we've agreed to? --------------------------------------- # PTP CLOSING Thank you again for your time today and for working through this with me. I hope the arrangement we've put in place helps make things a little easier while you focus on getting back on track (depending on the customer's circumstances). I wish you all the best, and I hope things improve for you soon. Thank you for choosing O2. Take care, and if you need any support in the future, we'll be here to help. ======================================== # MULTIPLE BROKEN PROMISES WILL NEED TO PAY 30% OFF FROM THEIR OVERDUE BALANCE * Offer IP first before asking for the 30% payment * Previous Broken Arrangements / Upfront Payment Required ________________________ Having reviewed the account, I can see there have been previous payment arrangements that were not maintained. Because of this, in order for us to consider setting up a new payment arrangement, we would first need a 30% upfront payment towards the overdue balance. This helps demonstrate affordability and commitment to the new arrangement and allows us to review the possibility of resetting a payment plan on the account. I understand things can be difficult when you're dealing with an overdue balance, and I want to work with you to find the most suitable option available. Based on your current overdue balance of £ XX, the required 30% upfront payment would be £ XX Would you be able to make this payment today, or could you let me know the maximum amount you would be able to manage at this time? Once I have that information, I'll review the available options and see how we can best support you moving forward. ======================================== #NUDGE > 3 TO 5 MINS. Thank you for your patience. I'll just take 3-5 minutes to review your account, including any payment arrangements, account history, and billing activity, to ensure I provide you with the most accurate information and confirm the options available to you. > 6-MINUTE NUDGE: > It looks like you've had to step away; that's ok. I still need a few details and your confirmation to set up your promise to pay / instalment plan payment arrangement. I'll hold on for a couple of minutes in case you come back. If not, I'll pop our chat on hold. If you still need help today, just tell the bot "No" when it asks if we're done, and you'll be connected to another advisor as soon as possible. ------------ > It looks like you've stepped away for the moment, which is absolutely fine. Before I can look at the most suitable payment arrangement for you, I just need to know whether you'd be able to make a payment today and, if so, what amount would be manageable for you. > I'll keep the chat open for a couple more minutes in case you're able to return. If I don't hear back, the chat will be placed on hold. If you still need assistance today, simply reply "No" when the bot asks whether your query has been resolved, and you'll be connected to the next available advisor. ------------ > It looks like you may have had to step away, and that’s okay. [EDIT THIS PART ACCORDING TO THE CUSTOMER'S CIRCUMSTANCE:] We've been able to clear up your billing issue and apply that 20 pounds credit to your account so there's nothing more to do. I'll hold on for a couple of minutes in case you come back.] If not, I'll pop our chat on hold. If you still need help today, just tell the bot "No" when it asks if we're done, and you'll be connected to another advisor as soon as possible. ------------ > It looks like you may have had to step away, and that’s okay. [EDIT THIS PART ACCORDING TO THE CUSTOMER'S CIRCUMSTANCE: I've not been able to change your package today and process that deal for 50pounds just whilst you've had to step away. If not, I'll pop our chat on hold. If you still need help today, just tell the bot "No" when it asks if we're done, and you'll be connected to another advisor as soon as possible. ------------ > It looks like you may have had to step away, and that’s okay. [EDIT THIS PART ACCORDING TO THE CUSTOMER'S CIRCUMSTANCE:] I couldn't get to the bottom of your network problem at your home address WA73QA as still had a few checks to do before you had to step away. I'll hold on for a couple of minutes in case you come back. If not, I'll pop our chat on hold. If you still need help today, just tell the bot "No" when it asks if we're done, and you'll be connected to another advisor as soon as possible. * AFTER 4-MINUTES: (CLOSE CONVO) ======================================== # 2 WAY BAR Hi ___, thank you for your patience while I reviewed the account. I understand how frustrating this situation must be, especially as you've already arranged a payment plan and were hoping to have your services restored. I appreciate the effort you're making to manage the balance and get everything back on track. Having reviewed the account, I can see that the mobile number ending XXX has a history of broken payment promises, with records dating back to (DATE FROM & TO) through eCare and online account arrangements. Because of this payment history, a two-way service bar remains active on the line, which is currently preventing calls, texts, and mobile data services from being restored. I can confirm that your current payment arrangement remains in place, and continuing with the agreed instalments will help reduce the balance. However, due to the account status, services will only become eligible for reinstatement once the full overdue balance of £XXX has been cleared. If you're able to settle the overdue balance in full, we can then review the account for service restoration. If that's not an option right now and you need access to a working mobile service, you may wish to consider an O2 Pay As You Go SIM, which would provide you with a new number and immediate access to services. You can find your nearest O2 store here: https://stores.o2.co.uk/all-stores For future payments, you can continue to use My O2, contact our support team by phone, or visit our payment support page here: https://www.o2.co.uk/help/account/billing-and-usage/payment-support. I hope this helps clarify the current position on the account. Aside from the payment arrangement we've discussed today, is there anything else I can help you with? ======================================== # COMPLAINTS Complaint : Summary : In summary your complaint is about ….. As we understand it, your complaint is about……. We have reviewed your case and our findings are as follows……………… Resolution offered : Due to our findings we offered the following as a resolution……………. ======================================== # COLLECTION BARS | RESTRICTIONS | TREATMENT PLAN 1. Bill Created 2. Voicemail or SMS reminder 3. Collection Bar 1 - Customer cannot spend out of their bundle 4. Collection Bar 2 - Customer has their outbound calls diverted to O₂ and cannot use their data 5. Collection Bar 3 - Customer cannot send SMS 6. Collection Bar 4 - Customer can't receive calls or SMS 7. Account sent to DCA ======================================== ================================== # AER Statements (Depending on Circumstance) - Financial Difficulties I understand you've been experiencing financial challenges recently. I appreciate you taking the time to speak with us today, and I'll work with you to explore the most appropriate support options available for your situation. - Health Issues I'm sorry to hear that you've been dealing with health concerns. I understand this may have affected your ability to manage the account, and I'll do my best to support you and explain the options available. - Bereavement I'm very sorry to hear about your loss. I appreciate that this must be a difficult time for you, and I'll do everything I can to make this process as simple and manageable as possible. - Job Loss / Reduced Income I understand that changes in your employment or income have created additional pressures. Thank you for reaching out to discuss this with us, and I'll help review what support options may be available. - Disputing the Balance I understand you'd like clarification regarding the balance on the account. I'll be happy to review this with you and make sure we explore the matter thoroughly together. - Vulnerable Customer / Personal Circumstances I understand you've been dealing with challenging personal circumstances. Thank you for sharing this with us, and please be assured that I'll take the time to review the account carefully and support you through the available options.
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