This is soooo frustrating, and if someone could please help me, I'd really appreciate it.
I've been trying to view my usage on T-Mobile's website for several weeks now and I keep receiving a message saying that the information is currently unavailable. It also says that I have no previous bills to display, which is obviously not true, as I've been a T-Mobile customer for over 8 years.
The first issue is that my bill is extortionately high this month, and I'd like to see the itemized usage, so I can see why this is. I did go to Canada for 10 days, but on the first day, I called to have two services added (one for unlimited emails and BBM for $19.99, and the other for unlimited texts, which I believe was either $7.99 or $10.99, but since I can't access the bill, I can't tell you the exact amount). I shut off Facebook and Twitter, and did not use any internet service while I was there, so there should have been no additional charges to my usual usage, other than these two things.
What worries me is, the representative I just spoke to (who spoke broken English and kept saying "I understand you are having a problem" which was VERY frustrating) told me the reason for the high cost was due to a very expensive call I made to the UK from Atlantic City, NJ on November 9. I was NOWHERE near Atlantic City on this date (and in fact, I wonder if anyone was, post-Hurricane Sandy!). I was in Uncasville, CT on that day and I did not make any calls to the UK. I don't know if he had the wrong account information up or what, but he just kept saying, "That is what it says in front of me, Madam."
Anyway, that is the first problem, because I cannot view what are potentially unfounded charges.
The second issue is, I need to submit my bill to my company for reimbursement before this Tuesday. They will not pay for any expenses submitted after this date. I need the billing issues sorted before then, as they will not pay such an extortionate bill, but more importantly, I need to be able to view the bill in order to submit it. I was told by a second representative that I can go to a T-Mobile store and print the bill, but this will not help me as I need an electronic copy to email to Wisconsin. Paper mail will not suffice. I was told the bill cannot be emailed to me due to company policy. I understand company policy, but if your website isn't working properly for several weeks, you should be able to make an exception. This is going to potentially cost me $211+ that I don't have.
As I said, I have been a customer for 8+ years and I love T-Mobile. When everyone I know is running out and getting the iPhone, I've remained loyal. However, this is some of the worst customer service I've ever experienced, and I desperately need someone to help, rather than constantly just telling me they understand I'm having a problem, and putting me on hold.
I appreciate any help you can give me!