I have gotten the very worst customer service from TMOBILE. ESPECIALLY over the phone...

First problem. My online order for new service did not go through. I got an error message at the end of my order stating that it could not be completed and I would have to call customer service. So, I called customer service. I completed this order over the phone and was told that the other order I did online did not work and I would get my money refunded. I was told this several times by the agent helping me.

Low and behold the online order did go through and I have two new accounts in my name! I was not refunded and I got two phones in the mail associated with this online order that supposedly could not be completed! I call customer care immediately to cancel these lines. I spent 30 minutes on the phone doing this. I was told by the phone agent that I would receive an email with a return packing slip. I did not get this email. Concerned that the agent didn't actually cancel this account, I went into a local tmobile store to confirm. As it turns out the phone agent did not do what she said she did. This account opened online was still active and would have stayed that way had I not double checked her work!!! It was remedied in store... I sent the phones back and I'm hoping that refund for the equipment actually comes in.

Problem two. I get the correct phones in the mail. They did not come with sim cards. I also could not get the activation instructions to download. Not on my phone and not on my computer. So, back to the store, because I have to port my numbers any way. I wait two hours in store just to be helped!! Prior to this I asked the store agent if the phones I received have e-sims. I'm told no directly from the manager of the store. So, I wait because my new phones did not come with physical sim cards. 

Finally I get help. The agent turns on my new phones and guess what? They have e-sims! I also port my numbers from boost mobile in with the agents. What's off though is the store agent helping me asked for my boost mobile pin number instead of my port pin numbers!! The port in process was not complete because he asked for the wrong information! 

I call customer service again! Waited on hold for an agent for nearly an hour. Finally get a hold of someone and make sure they know I need to port these numbers over. The agent only asks for one port pin! The he says we're all done! I told him each line gets its own port pin. I told you I am porting in two numbers from the same account. He then asks for the port pin of the second line at end of the call and tells me everything will be taken care of. He will let the port team or whatever know. 

My numbers still aren't ported over!

I need this phone number for my work email! This experience has affected my life in such a negative way that I filed a complaint with the BBB. The phone customer service agents do not do anything they say they are doing. I would not trust them at all. I will be going into the store on Wednesday after work to attempt to port my numbers again!! for the third time! I need my phone number. It's extremely important that I keep it.

I do not understand why customer service has gotten so bad. I was with tmobile before and had a great experience which is why I came back. Now this experience has been so horrible that I recommend people stay away from tmobile!