I received my new iPhone 14 today and spent 7 hours trying to get my TMOBILE SIM transferred - unsuccessfully.  And to make matters worse, the last off-shore “technical support” agent I spoke with disconnected me after 2 hours and didn’t bother to call back.  Clearly they had my number but didn’t call back because they knew they couldn’t do anything to help. 

About half the time I was on the phone I was on hold listening to painfully awful music that kept cutting out - several of the technicians could hardly speak english and those who I could understand were unable to transfer my SIM to my new phone.

When I asked that they escalate my issue they opted to disconnect me.  I guess that’s how they keep their metrics up - by not escalating to level 2.

Now I need to waste time returning the phone and shopping for an alternative provider.

What a colossal waste of time.  

How do I return a new phone and cancel my account without sitting on hold for another 7 hours?