Do not transfer calls to departments excluded from the fee to avoid the charge.
Do not adjust the fee even if the payment is later returned to T-Mobile unpaid.
Do not adjust the fee for payments that are sent offline.
Calls to T-Mobile's international support number are not routed to the regular SIVR. Do not waive the fee, instead offer to transfer the customer to the SIVR to make a payment or payment arrangement.
Prior to processing a payment, the customer must agree to the fee that will be billed to their account.
Unauthorized callers cannot agree to the fee being billed to the account. Give self-help options to these callers.
If the customer is exempt from the fee, you may process the payment without account verification.
a) Follow the billing guidelines
b) Waive fees for international calls
c) Adjust fees without customer agreement
d) Process payments without verification