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I am being charged reguraly when ny line is suspended

  • 21 September 2016
  • 11 replies
  • 82 views
N

I cannot see the copy of my bill online as well.

My line is not active now and I can be reached via email only. Please advise thank you.

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Best answer by tmo_marissa 21 September 2016, 22:27

@niyair‌, if you were placed on a seasonal suspension, then that's absolutely correct - there would be a line suspend fee of $10 monthly, plus regular taxes and insurance, and equipment charges if you're financing your phone.  If there are other lines on your account that are remaining active, then you'll still be billed regularly for those.  The major possible impacts here, if that's not what you're seeing, are whether your account is billed current or billed in arrears like a utility, and whether or not payments have been made in a timely manner during the suspension.  Late payments may cause the suspension to lift.  You can get a basic outline of the suspend type here: Account Suspensions - Seasonal, but to have us take a look at your specific bill, you'll want to reach out to a team that can take your information and view your account.

I'm sorry to hear that Live Chat isn't working - do you see the option there at all when you visit the Contact Us page?  What happens when you try to log in to MyT-Mobile?  Are you able to reach out to our T-Force team via Facebook or Twitter?  As a last resort, is it possible for you to borrow a friend's phone and contact Customer Care through their toll free number?  I want to make sure you know what you're paying for and that we have the opportunity to review your charges with you, it's important that everything is set up correctly!

- Marissa

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11 replies

tmo_marissa
Rank
Userlevel 6

Hi @niyair‌!

I'm sorry to hear that you had to suspend your service!  I hope that it's because you're travelling and not because your phone is missing or out of commission.  By chance, can you recall what suspension type you selected when you suspended your line?  There are a few different kinds of suspensions, and they definitely have very different billing impacts - Lost/Stolen suspensions are intended for short term only, so they still bill as normal, while Seasonal or Military suspensions do involve a bill reduction, but how much depends on the time frame and plan type (single or family).  Also, depending on your account type and how long you've had your line suspended, you may be seeing charges for the previous month, prior to the start date of your line's suspension... could that be it?  Your best bet is to reach out to a team with account access so that we can take a look at the specific suspension type and give you more details.  I understand you're not able to place calls, but since you're online you can Contact Us‌ via Live Chat or Social Media and we'll take a look!


Thank you!

- Marissa

N

Hi Marrisa,

Thank you for your quick response.

As you mentioned, I am not able to make calls and the online chat feature

does not work .

I am out of state and the suspension was made for 3 months, I was told that

there may be a monthly charge of $10 for it. Please advise.

tmo_marissa
Rank
Userlevel 6

@niyair‌, if you were placed on a seasonal suspension, then that's absolutely correct - there would be a line suspend fee of $10 monthly, plus regular taxes and insurance, and equipment charges if you're financing your phone.  If there are other lines on your account that are remaining active, then you'll still be billed regularly for those.  The major possible impacts here, if that's not what you're seeing, are whether your account is billed current or billed in arrears like a utility, and whether or not payments have been made in a timely manner during the suspension.  Late payments may cause the suspension to lift.  You can get a basic outline of the suspend type here: Account Suspensions - Seasonal, but to have us take a look at your specific bill, you'll want to reach out to a team that can take your information and view your account.

I'm sorry to hear that Live Chat isn't working - do you see the option there at all when you visit the Contact Us page?  What happens when you try to log in to MyT-Mobile?  Are you able to reach out to our T-Force team via Facebook or Twitter?  As a last resort, is it possible for you to borrow a friend's phone and contact Customer Care through their toll free number?  I want to make sure you know what you're paying for and that we have the opportunity to review your charges with you, it's important that everything is set up correctly!

- Marissa

N

Can you please send me a copy of my

Last bill so I will look into the charges?

I am not able to download the pdf from the website, it says the information

you are requesting for is not available.

tmo_marissa
Rank
Userlevel 6

@niyair‌ I'm so sorry - while I would love to help, we're not able to send account sensitive information like a statement through this forum, because we have no verification methods we can employ.  For your security, you would need to reach out to one of the channels I mentioned about and seek assistance once your account info is confirmed.  We have ways that you can securely authenticate your account information even via social media so that we can assist!  I'm glad to hear that you're at least able to get in to MyT-Mobile, but I'm so sorry that the .pdf version of your statement isn't available.  Sometimes this happens while your bill is cycling - is it possible that your bill cycle closed within the last few days?  We'll be able to review the statement, your account setup, and possibly file a ticket regarding these web issues if you can kindly reach out to us on a secure platform, and we would love the opportunity to get your issues resolved there! 

- Marissa

N

When will I be able to download my bill for? I would like to know what I am

paying for before I make the payment.

O

hi.....as statement of Marissa, your line is on seasonal suspension, the best way to check your charges to your account is to contact the t-mobile live chat...you said that you can't be able to contact the t-mobile chat service....may I advice to try it again using different browser, and the t-mobile facebook or twitter. Now Marissa is correct, sometimes, customer can't  be able to view their monthly bill statement online (one of the reason is that your bill is not generated yet) if you can view your past bill statement and not the current then there is no problem or error in your online account, you must wait atleast 7 days after your bill cycle end for this to view in your online account.....Hope this helps, and I know how important that you must know first the charges before you make a payment as sometimes, charges apply to your account that is not supposed to be on your bill, as system glitch.

N

If there is no choice then I will wait to see the actual bill before I make

a payment . The problem is that I will be automatically charged a late fee.

Can you at least please make sure I will not be charged for that?

tmo_marissa
Rank
Userlevel 6

Hi @niyair‌!  I'm so sorry to hear that you're still having difficulty reviewing your charges, but as we have no account access on this forum, we will not be able to offer to waive any fees assessed due to late payment.  I strongly encourage you to reach out to either our social media support team or Customer Care so that we can review your charges with you so that you may prevent a late fee if possible, as well as potential interruption of the Seasonal Suspension you've taken such care to place your account under!

- Marissa

N

This is absurd I am sorry.

Can you send me a link to your Facebook support?

tmo_marissa
Rank
Userlevel 6

Of course, @niyair‌.  You can reach one of our T-Force representatives via Facebook by logging in and clicking here to get to T-Mobile's Facebook Page‌.  Then just click the "Message" button right below the cover photo!  We'll be happy to help!

- Marissa

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