T-Mobile USA review: Billing issues

On May 26, 2026, we switched the account from my wife's name to mine due to me being a first responder to get the discount. I asked them if they switched everything as we still owed on leases of equipment, we were told yes. Fast forward to August and due to my error the phones got shut off and I immediately corrected the issue, but our daughter's phone wasn't working but the rest of our phones were. After a couple days the service to her phone still wasn't restored, so we called customer service and we were told that the phone was blocked because the lease was not paid and was delinquent in the amount of $523. When asked how this could happen since we were told everything was moved to my name the representative could not explain, so it was escalated to the supervisor. The supervisor finally locates the issue and that the representative in May only transferred the number but not the lease which cause the phone to get blocked. The supervisor apologized and repeatedly said it was an error on their end and he would escalate the issue which could take up to 2 weeks to get corrected of which the phone would remain blocked but I would still be paying for service on a phone we could not use or pay the $523. I informed him if I paid the $523 i want it refunded back to me as this was not our fault of which he agreed and said he would request for the refund since it was their error. This brings us to now Sept 18, 2026, with no refund or any communication from T-Mobile. I reached out to customer service and spoke with a representative after explaining the previous conversation in August she is unable to help, so she sends it to the supervisor. The supervisor then looks into the account and says that on the old account there was an outstanding balance and that is what the $523 went toward and that we still had an outstanding balance of almost $300 for charges of June, July and partial august due to two lines still active on the old account (Mind you this account was closed on May 26). Now when tell her that the previous supervisor stated that the $523 was for everything owed on May 26 but again because the error was their fault they would request for the refund. She tells me they see now mention of any refund from previous conversations and that I point out that per your own policy all calls are recorded for quality and assurance I requested a higher supervisor. Sept. 20th the supervisor was supposed to call me back at 9 am, at 10:30 am I finally received a return call, now this supervisor tells me that after reviewing the accounts that we were not charged on the old account for June, July and part of August that the account was closed and that our daughters lease was paid and that we owe $277 on the lease for the watch. When I ask about the refund that the first supervisor was supposed to request because again this was there error that caused all this mess, I was told that all the charges were correct and they could offer a customer loyalty discount of $10 a month for 6 months. At this point I am done with this conversation with them because it is obvious that even on their error that cost a customer hundreds of dollars they don't care and just slap their customers in the face with a $10 credit instead of actual customer service and eating the cost of their error to keep a customer happy, I would have settled for half of the cost refunded just to prove they care. Nope, they just want to know when I was going to pay the remaining balance, which is never I am not paying for your mistake. Three different stories, three different excuses but at the end of the day they got paid and screwed their customers because of their representatives cannot perform their job properly. Needless to say, I will be leaving T=Mobile and joining another provider who actually accepts responsibility and cares about its customers.