In my current bill, under government taxes and fees, a NEW charge line labeled "Utility Use" with a $2.99 charge just appeared out of nowhere, it was NEVER there before on any previous bill. That NEW TAX charge of $2.99 amounts to 6% of my base bill, SIX (6) PERCENT.
I called T-Mobile about this and spoke to a representative, as expected, she was not able to tell me anything that wasn't already apparently obvious, that being, "it's a tax". Moreover, although the representative was pleasant, the background noise and chatter was, to say the least, annoying and made it difficult to have a conversation.
I looked for the live chat option to contact T-Mobile, which among other reasons, I prefer to use due to the above mentioned background noise, chatter and to have a record of the conversation, but it seems T-Mobile has done away with that contact option.
The "message us" option is useless because when attempting to use it, within the times of availability, it gives an error message saying "Your session has expired. Please close this window and start a new conversation in order to resume." and the same thing happens with every attempted use.
Email is also not an option and most people asking for help here are directed to facebook or twitter. I don't pay my bill to facebook or twitter, I don't see why I need to go through a third party that has nothing to do with our arrangement to get help since the phone support on this issue is useless.
To do away with a direct and personal real time contact option like chat in favor of impersonal, indirect and non real time options like facebook, twitter or this community forum is ridiculous, not everyone cares about facebook/twitter nor wants to share their story with the world. I'm a businessman, I want and care about prompt direct help and answers, not likes, shares, etc. Moreover, why have the competition and your patrons see how upset and unhappy your customers are when you can handle it privately and avoid negative exposure. At least, do the savvy thing and give the customer the choice.
Now back on point. I believe, it's reasonable that if T-Mobile is going to ADD a NEW charge, especially when equal to 6% of the bill, it should give notice before the actual charge is incurred.
I have family that also uses T-Mobile with the same address and they have never had that tax line on any previous bill either.
I understand the charge is supposedly a tax and you're supposedly just passing it on and not pocketing the cash, but for the NEW TAX charge to be programmed into the bills, somebody had to know ahead of time about it and it's reasonable to assume someone would also know WHY, after years, is that NEW TAX line showing up out of the blue now.
I believe, it's reasonable for a customer to want to know why a NEW TAX charge, especially one amounting to 6% of their bill, is just appearing on their bill out of the blue and why is that NEW TAX just showing up now. I also believe, it's reasonable for a customer to expect a more informative answer than "it's a tax". It's quite frustrating being able to access only first line support which provides only limited, basic and obvious information. I don't need help reading the bill.
I have been with T-Mobile for years and the address has been the same since day one, this NEW TAX item has never appeared on any previous bill. I believe you can agree the inquiry is not only reasonable but also warranted. Moreover, these "Utility use" taxes don't just show up out of the blue, according to the L.A. County Treasurer and Tax Collector website they, and by extension T-Mobile, have been supposedly collecting this tax since, at least, 2008. So, how can it be showing up on the bill only now? (Reference: https://ttc.lacounty.gov/OtherTaxes/UUT_FAQs.htm)
I have residences in other counties and cities, my address of record with T-Mobile is basically for T-Mobile's record keeping benefit, not mine, since I don't even get a paper bill. If the address is the cause then I can use one of my other addresses that won't incur that outrageous tax charge, I already pay too much tax as is. My number is not even from the L.A. area, I don't see any reason to pay L.A. taxes when I don't have a phone even using that area code. However, the problem is;
1) I can't get any real help and information from T-Mobile to determine why this NEW TAX is just now showing up out of the blue after YEARS, and
2) If using another address would stop the outrageous new tax being added now to my bill.
Any assistance with this matter will be greatly appreciated.