Charged for airtime even though I didn't go over??

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  • Updated 2 years ago
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My bill for last month includes and Airtime charge even though on the online bill it says I've used only 44 minutes (out of available 50).  SO WHY?

Also I can't see any customer service phone number to call anywhere on the website. Wth?
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Elitsa Ivanova

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Posted 2 years ago

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Bernard, Official Rep

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On page 3 of your invoice Elitsa it shows the total minutes used as 51:57, which is indeed over the 50 minutes included in your plan. Hope this helps!
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Bernard, Official Rep

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There are 14 separate calls Elitsa on your bill. If you add the minutes and seconds for each, including the extra couple of minutes that were charged $0.68, it comes to the almost 52 minutes I mentioned above. 
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David, Mobile Master

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@Elitsa
   By any chance are you adding time up as decimal numbers? There should be no way to total 48.78 minutes if the times of calls are written in minutes and seconds. If you are adding a minute every 100 seconds, your calculation will be out because the minute should increment every 60 seconds.

Just trying to reduce confusion!
(Edited)
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Elitsa Ivanova

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Yes, my bad! That was exactly what I was doing. Thanks so much for your help! It was my mistake after all. 
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Elitsa Ivanova

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Thank you both for your help and patience.
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David, Mobile Master

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It's an easy mistake to make, as calculators, for the most part, don't add time intervals very well. You kinda have to add up all the seconds, carry the minutes, then add up the minutes. Or use a spreadsheet, which will add time intervals.

Happy to have helped, and glad you found the answer to your question!
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David, Mobile Master

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The customer service number can be found through the 'Contact Us' link at the bottom of each page.
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Elitsa Ivanova

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Thank you but also wow. They've made it as difficult as possible to find the phone number. At first I thought it was just extremely bad website design but it's pretty clear, now that I've seen the contact page, that it's on purpose.
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David, Mobile Master

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Yes, it is purposely designed to try to have customers find their own solution before calling to address an issue which could have been fixed by a step as simple as restarting a phone.