This probably requires the support team to look at your file. However, before they can do that, they will need to call you to verify that your are indeed the partner for the contract under discussion.

To enable the team to reach you, please click your avatar icon in the top right corner of the scren, then select "mein Profil" and then "Profil bearbeiten" on the next screen. Please enter your customer number, a phone number the team can call you back on plus the time when a call would be convenient for you. You may need to enable the button at "Ich erteile die Einwilligung für die Verwendung meiner Daten" before the form for the data is shown. (And yes, this is a truly weird system)

Hello @Bassem ELMasry and welcome to our Telekom hilft Community. :-)

To have a closer look at your issue, please proceed as @lejupp already described. Afterwards, please give us a little hint in this thread, so we can call you. 

Kind regards ^Sven

Thanks @lejupp so much. I indeed added all my information. @Sven Ö. I will be waiting for the call. Please bare in mind that I speak a little german not so fluent. I would really appreciate if the call could be conducted in English. Thank you so much.