TerraCom Wireless Paid by government to provide 500 minutes free, but they steal my minutes. Tulsa Oklahoma

I didn't even ask for this phone or service. Someone from the public housing authority came by one day and said they signed everyone on the program up, handed me the activated phone, and left. Didn't even give me the password to my account. I rarely use the phone, but somehow ran out of the free 500 minutes fast. I called customer service and was told I would have to pay an additional $10 for 750 minutes, and of course, a "processing fee" of $2 which you cannot avoid no matter where you pay or what form of payment you use. I got off the phone and made 3 very brief calls. The first call, I immediately hung up when I was directed to voicemail. The second lasted two minutes, as the person was going into a doctor's appointment, and the third was even briefer. I checked my minutes afterwards, and it showed that I had used 25 minutes already, which was impossible, considering my balance had been at zero prior to refilling, 750 afterwards, and it had been less than ten minutes since I had gotten off the phone from Terracom. There wasn't enough time to use those minutes. I called them back, and the first thing out of the agent's mouth was "take me off speaker phone." I told him that the cheap phone their company provided hung up on callers if held to the ear, and the volume at its highest wasn't loud enough to hear if held away. He simply repeated his command again and wouldn't proceed until I did so. As a result, the entire conversation was filled with "can you repeat that." It doesn't help that the wireless companies based in America, big and small, outsource customer service to India. His accent was very thick and hard to understand, in addition to their shoddy phone. Next, I wanted to know straight up if I was being charged minutes to speak to customer service and he said yes, so I said I wanted him to pay close attention, not to interrupt, and not give me the run around. Didn't really work. He kept repeating the things I already knew, like how to check my minutes. I made it clear up front my call was in regards to the balance displayed, ergo I knew how to check it. He put me on hold a few times, and after 20 minutes, came up with the solution for me to call back when the balance was at zero and they would give me courtesy minutes. I told him they were stealing my minutes, I wanted them back now, and some type of guarantee it wouldn't happen in the future. Said I spent 20 grueling minutes on the phone with him already, 20 minutes I was paying for, and I wanted a resolution then and there. Not some "future promise" that was no doubt a brush-off to get me off the phone. He said that was all he could do. When I asked how many minutes, he said that will all depend on the agent I speak with. When I asked if he was making a notation that I was owed minutes, he said he was making a notation that I called. Why he couldn't just give me the minutes then, only God knows. They seem to make the phone calls as inefficient as possible to make you spend more minutes. Anyway, if they keep stealing the minutes at this rate, they will be up in days, and call me crazy, but I think his idea of "courtesy minutes" is equivalent to a 10% coupon (not really worth the hassle.)