This morning I found my service suspended because all of my voice minutes were gone. Confirming on "My T-Mobile" all 100/100 minutes had been used up.
Checking my call log I found that I had used 32:20 of voice since Nov 19 and not the 100 minutes claimed by the T-Mobile network / billing system.
I started a chat system with T-Mobile support asking for a call record listing for my voice usage to see where the 'mistake' had been made.
However, the agent informed me that no call detail listing is available for pre-pay accounts.
This absolutely floors me since it now appears that T-Mobile can simple 'misplace' my voice minutes and then simply request I pay them more money. There's no way of resolving this to see what really happened.
This policy needs to change. Pre-pay customer are paying customers just like all others. If I cannot determine what happens to voice minutes in this situation my trust in T-Mobile is lost.
I preach to my friends and colleagues how awesome T-Mobile is, and how better they are than the other major carriers. But situations like this make me question my loyalty.
With all the talk about how T-Mobile is going 'big' for pre-pay please treat pre-pay customers as good as any other customer.
Thanks,