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An initial draft of this script was created by NerdWallet using automation technology, then thoroughly reviewed, edited and fact-checked by NerdWallet’s human writers and editors.
Our small phones come with big bills: The average monthly cell phone bill was $135 in 2024, according to the latest J.D. Power wireless data.
Use that phone to call your carrier’s customer service representative, who may help you lower your bill or otherwise get you a good deal. This is a smart time of year to do it, as carriers often roll out aggressive promotions during the holiday season to attract new customers and boost end-of-year sales.
Your script for finding ways to save
As for what to say on the call, we’ve got you covered. Use the script below to make your case to a representative, who could potentially help you access promotions, switch to a more affordable data plan, waive fees or otherwise save you money.
You’ll be most successful if you first study your current plan and how long you’ve been a customer, as well as promotions offered by your provider and its competitors. Find more guidance, like how to prepare for a successful call, below the script.
Have this research on hand, then find the customer service number on your bill or carrier’s website. If you get an automated operator, say “speak to a representative” a few times. When you connect with a representative, aim to be kind but firm.
Introduce yourself
“Hi, my name is [Your Name]. I’m reviewing my expenses and want to discuss my current cell phone plan to see if there are ways I can save money or get more value. Can you help me with that?”
Ask for an account review
Directly ask if the representative sees ways to lower your cell phone bill based on usage or overpayment.
"Could you please look at my account to see if there are any adjustments we can make based on my data usage or features I’m not fully using? I want to make sure I’m not overpaying for anything I don’t need."
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Bring up promotions
Focus on your research about promotions, discounts and features offered by your carrier or competitors.
Mention promotions for new customers
“I see you're offering new customers [introductory rate or other perk]. Can you offer me the same?”
Leverage competitor offerings
“I noticed [Competitor] offers [specific deal you’ve seen, such as unlimited data for $X per month]. Can you match or beat that?”
Ask for a loyalty discount
“I’ve been a loyal customer for [X years]. Are there any loyalty discounts, retention offers, upgrades or special promotions available for long-term customers like me?”
Create leverage
Signal that you’re serious but open to staying with your provider if they offer something better.
“I want to make sure I’m getting the best deal possible. If there’s no flexibility, I may need to explore other options.”
Handle objections
Escalate if the representative resists.
“I understand, but I’d appreciate it if you could check with a supervisor or look into any unpublished discounts. I’d really prefer to stay with your company if we can find something that works for both of us.”
Close the conversation
If they offer a deal:
“Thank you! Could you email me or confirm these details in writing?”
If they don’t:
“Thanks for looking into this for me. I’ll take some time to consider my options, but I appreciate your help.”
Reviewing your current plan and various charges will help you lead an informed and effective conversation.
Look at your contract and bill. Identify your current plan name, monthly cost and any extra fees, such as overage charges. Note if your contract is ending soon, which can give you negotiating power.
When you review your bill, watch for billing errors and charges that are higher than you expected, and bring them up on your call.
Understand your usage. Check your data, talk and text usage over the past few months. Are you under- or over-utilizing what you’re paying for?
Flag unnecessary services. Note features or add-ons you’re paying for but don’t use, such as insurance, hotspot data or international calling.
Based on your budget and what you’ve noticed during your plan review, decide your goals for the call. This step helps you say exactly what you want and know when to push back if needed.
Potential goals could include lower monthly costs; more data or features at the same price; or discounts on a new phone or accessory. Or a goal could involve matching an offer from your carrier or one of its competitors, based on the research outlined in the next step.
Explore offers from your carrier and competitors
Citing promotions from your carrier and competitors gives you specific, comparable offers to use as bargaining points. This leverage can help you articulate what you want and request similar discounts or perks.
Your research also shows that you’re considering alternative carriers, which may prompt the representative to give you incentives to remain a customer.
Review your carrier’s website and competitors’ sites, as well as advertised promotions, to identify these types of deals:
Current promotions. Focus on discounts for new customers, plan upgrades, trade-in deals or bundled services. Also note seasonal or limited-time deals, like those for the holidays.
Loyalty discounts. Some carriers have unadvertised offers for long-term customers. If you’ve been making on-time payments for more than six months, ask about loyalty perks on your call.
Multi-line and bundling discounts. Check for family plan savings or bundling discounts, which can significantly reduce per-line costs and are common across providers.
Perks and add-ons. Look for carriers offering perks such as streaming services, hotspot data and fee waivers as part of their promotions.
Pricing and features. Check for differences between your carrier’s offers and competitor deals in terms of data allowances, monthly costs and perks such as streaming subscriptions or international coverage.
Beyond discounts from your current carrier and competitors, check if your employer, alumni association or other group offers discounts with your carrier.
Note these goals, as well as contract questions, offers you’ve found and any other research that may be helpful. Reference your notes rather than rely on remembering.
Time your call
Connecting with a representative and negotiating may take time and focus. Make the call when you're feeling unhurried and patient. And you’ll likely get shorter wait times during weekday mornings, rather than evenings and weekends, when more customers are calling.
Prepare for pushback
If you face pushback, stay polite but firm, and reiterate your main goal. These other tactics may help:
Ask for clarity on why your request isn’t feasible and whether there are any future promotions you could qualify for.
Share that you may switch providers if necessary, which may lead to money-saving incentives for you to stay.
Ask to speak with a supervisor or retention specialist who may have more authority to offer discounts.
Take detailed notes on the conversation for future follow-up. If the representative is unable to save you money, thank them for their time, then research more carriers and plans.
Consider calling back later, as another representative might be more helpful. Persistence and preparation can often lead to better results.
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