is that T-Mobile's customer service has been going down the tubes in the last 6 months or so. From literally the best to worst.
I think Boost mobile offers better customer service. Possibly Metro PCS.
I'll give an example...I used to call their customer support line to add lines, change minutes, etc. I used to get a person fairly quickly.
Their new (last 3 months) of voicemail hell will hang up on you in a heartbeat.
As soon as my contract is over, I'm switching.