Forum Discussion

BettyWK's avatar
BettyWK
Network Novice
4 years ago

Statement is incorrect after removing a line

My husband and I had 2 lines on the ONE Plan Unlimited 55.   I contacted Customer Care online, on 12/16 and chatted with Kelvin to have my husbands line disconnected from our account since he had passed away on 11/21/2021.   Our monthly charge before removing his line was $60.  Today I was notified that my new statement is available (I pay with Auto Pay) with a charge of $60. Kelvin told me it would now be $50 a month.  (I feel like it should be even lower since the plan cost details shows that this plan ‘Essentials 55’ is $27.50 for 1 line.)  I cannot hear well on the phone, so an answer here or via email is preferred.   Thank you.

  • tmo_mike_c's avatar
    tmo_mike_c
    T-Mobile Employee

    First off, I’m really sorry for your lose. That’s such a sad thing to have to deal with especially around the holidays. The only thing I can think of is there may be other features impacting your bill. Other services and features may be charged and keeping the bill around $50 even after the change. You can look at the bill details and a specific look at every charge. Might be something like a feature change we can remove to lower the bill. Check out Bill Details and login to view more specifics.