Seems like T-Mobile customer service is getting worst day by day.
Very hard to explain and get what is needed, sometimes I had to give up and hang up without even getting solution or answer.
Their website and application is second worst thing about T-Mobile. I spent 1 hour trying to do upgrade for 3 phones but could not do it. HATED the experience on app and website.
The only good thing is the centers they have, people over there seem to handle the problems, but then you have to pay for almost every service.
T-Mobile is good, only if you buy you devices outside, dont upgrade via them. Never call customer service, and just use their service to auto pay, so you dont have to deal with anything from their side.