Bill Negotiation Scripts

Hi, my name is [NAME] and my account number is [ACCOUNT #]. I've been a customer for [X YEARS], and my bill has gone up to [AMOUNT] a month. I'm seeing [COMPETITOR] offer similar speed for [COMPETITOR PRICE]. I'd prefer to stay with you. What promotions or lower-cost plans can you offer to bring my bill down?

If no: I understand. Could you transfer me to the retention or loyalty department? I want to explore options before I cancel.

Also ask: Do you offer a low-income internet plan, or do you participate in Lifeline?

Hi, I'm calling about account [ACCOUNT #]. I'm paying [AMOUNT] a month and I'd like to lower it. I mostly use [DATA USAGE / CALLS / TEXTS]. Can you review my plan and tell me the cheapest option that fits my usage?

I'd also like to remove any add-ons I'm not using, like [INSURANCE / EXTRA LINES / PREMIUM FEATURES].

I've been comparing prepaid carriers that run on the same network for less. Is there a loyalty discount or promotion you can apply so I can stay?

Hi, I'm reviewing my policy [POLICY #] before renewal. My premium is [AMOUNT] for [6 MONTHS / 1 YEAR]. I've received a quote from [COMPANY] for [QUOTE] with similar coverage.

Can you check that I'm getting every discount I qualify for? For example: safe driver, low mileage, bundling, paperless, autopay, paid-in-full, good student, defensive driving course or a telematics program.

I'd also like to know how much I'd save if I raised my deductible to [DEDUCTIBLE].

Hi, I've been a cardholder since [YEAR], and I've [ALWAYS PAID ON TIME / MOSTLY PAID ON TIME]. My current APR is [X%], which is making it hard to pay down my balance. I'd like to request a lower interest rate.

For the fee: I noticed a [LATE FEE / ANNUAL FEE] of [AMOUNT] on my statement. Given my history with you, would you be willing to waive it as a courtesy?

If I'm going through a hardship: I recently [LOST MY JOB / HAD REDUCED HOURS / HAD A MEDICAL ISSUE]. Do you have a hardship program that could lower my rate or minimum payment for a while?

Hi, I'm calling about account [ACCOUNT #] for services on [DATE]. The balance is [AMOUNT]. Before I pay, I'd like to request a fully itemized bill with billing codes.

I'd also like to apply for financial assistance or charity care. Can you send me the application or tell me where to find it? Please note on my account that I'm applying, so the bill isn't sent to collections while it's reviewed.

If I don't qualify: Is there a discount for paying in full, or can we set up an interest-free payment plan of [AMOUNT] a month?

Hi, my account number is [ACCOUNT #]. I'm behind on my bill because [BRIEF REASON], and I want to avoid a shutoff. I can pay [AMOUNT] today.

Can we set up a payment arrangement for the rest? I'd also like to know about budget billing, hardship programs or any assistance funds you offer.

Please confirm there won't be a disconnection while I'm on the plan, and send me the details in writing. Can you also tell me how to apply for LIHEAP in my area?

Hi [LANDLORD NAME],

I want to be upfront with you. Because of [JOB LOSS / REDUCED HOURS / MEDICAL EXPENSE], I won't be able to pay the full rent of [AMOUNT] on [DUE DATE].

I can pay [PARTIAL AMOUNT] on [DATE] and the remaining [BALANCE] by [DATE]. I'm also applying for emergency rental assistance through [211 / LOCAL PROGRAM] and will share any updates.

I value living here and want to keep things on track. Could we put this plan in writing?

Thank you,
[YOUR NAME] — [UNIT #] — [PHONE]

Hi, I'm calling to cancel my membership, account [ACCOUNT # / EMAIL], effective today.

I'm not interested in a discount or a pause — I'd just like it cancelled. Please confirm there will be no further charges and email me a cancellation confirmation with a reference number.

If they push back: I understand, but I'm asking you to cancel now. Can you tell me your name and the date the final charge will occur?

(Tip: If you can't cancel easily, send a written request, keep a copy, and contact your card issuer if charges continue.)

Hi, I'm calling about an account you're collecting on, reference [ACCOUNT #]. Before I discuss payment, please mail me a written validation notice showing the original creditor, the amount owed, and how it was calculated.

I'd also like to know if this was billed to my insurance, and whether I was screened for the hospital's financial assistance program.

Please note: I am not agreeing that I owe this debt on this call. Please send everything in writing to [ADDRESS].

Hi, my name is [NAME], account [ACCOUNT #]. I'm going through a temporary hardship because [REASON], and I want to stay current with you.

Do you offer any hardship programs — a reduced payment, a skipped payment, waived late fees or a lower rate — for the next [1-3 MONTHS]?

What would I need to send you to qualify, and will this affect my credit report?

Subject: Request to waive late fee — Account [ACCOUNT #]

Hello,

I noticed a late fee of [AMOUNT] on my [DATE] statement. I've been a customer since [YEAR] and this was an honest mistake because [BRIEF REASON]. I've now paid the balance.

Would you be willing to waive this fee as a one-time courtesy?

Thank you,
[YOUR NAME]