I just got off the phone with customer service after two calls, 40 minutes and 3 reps and I'm not convinced that my issue has been addressed.
I have the prepaid $30, 100 minute, unlimited data plan.
Here is what happened to me:
• April 24th: I notice that I'm getting close to my 100 minutes usage, so I log on to t-mobile and add $10 to my account to be prepared for a possible overage of minutes. I get a
• May 6: I use all my minutes. I begin getting charged 10 cents per minute.
• May 8: I've used 27 additional minutes for a total of $2.70. I have an account balance of $8.30.
• May 9, morning: My plan renews and is auto paid. I am billed $22.70 ( $30 - $8.30 balance I have in my account)
• May 9, evening: My friend tries to call me. He gets a message that I'm unable to receive calls. He texts me. I try to call him. I get a message that I'm unable to place calls.
• Shortly thereafter: I call 611 and speak to customer service to try to figure out what the heck is going on. I'm told "You used all your minutes. Your account renews at midnight and you will have 100 minutes to use starting then." I proceed to tell the customer service agents all of the above facts. They seem confused that I, a customer whose account is in good standing can't understand why I don't understand that I have to wait for my account to renew at midnight, or why my account is being renewed at all. They also can't explain why there's a delay between me being charged and my account renewal. Finally, Janice works some magic and my account is instantly renewed. I'm promised this won't happen again. I don't believe it.
So, here are my questions for you, T-mobile:
What did I do wrong? Why was I punished for paying my bill on time?
Seriously, what the heck is going on? This seems like there is a glitch in the accounting.
If my account is in good standing at all times, I expect my service to work, uninterrupted.
Please look into this problem and make sure it doesn't happen again.
I really, really don't want to have to badger poor Janice the manager again on June 9th.
P.S.
While we're at it, when my plan minutes are low, but I have a balance in my account to cover extra minutes, please stop subjecting me to the tedious, pre-recorded blabbering telling me that my minutes are low before my call starts dialing out. It's really annoying and wasting my time. Thanks.