It seems that since the Merger and the CEO retiring T-Mobile has gone to hell. I have been with T-Mobile in the past for several years with no problems what so ever. If I had an issue it was taken care of immediately. Now I can't seem to get online customer support to agree with anything that the store says. I purchased an iPhone for my stepmother against my better judgement. In just a few months she locked herself out and couldn't remember her passcode to get back in. I tried the necessary steps to erase the phone and restore it from Icloud. No good, she couldn't remember her security questions. So we got on line and ordered a generic phone easier to use. I was told I could mail the iPhone back using the return label and box. Or I could take it to a T-Mobile store and drop it off there. WRONG!!!! Store wouldn't accept it. Plus I didn't get a return label, but the store did print a return label for me and boxed it up. What I was failed to be told was that it would take up to 10 days for the item to be checked out when received at T-Mobil before I would get any credit for it on my account. Then I get a txt msg saying there's an issue with my return therefore my credit has been reduced to $0.00. and to check my account for more information which there is nothing there to explain why. So I am back to square one again where one hand is not talking to the other.