Delayed in sending me a replacement when i work remote!

I'm so upset. I called T-Mobile and they said that they would send me a replacement box since mine was broken. They told me it would take one or two days. When I called again because I noticed that it hadn't been shipped out, the technician said I could have gone to a T-Mobile store for a box and it was too late now to change. Why didn't the customer service representative let me know that that was an option?

I work remotely and this has greatly affected me. The customer service sucks. The intentionally delay sending boxes. They do not care about their customers.

I don't understand why they're charging an extra $5 for customer's not to give access to their bank accounts yet, they'll spend millions on super bowl ads. Your customers are watching your greed.