T-Mobile USA review: Program operational problem

Dial 611/1-800-937-8997 said it would be two hours before customer service would be available. The call was returned in thirty minutes. Said dial one to be connected. I dail one. And it refused to connect and hung up. I have been on the phone for 3 hours plus, and no service person will answer my call. I lost my phone, went back to the place last acknowledged by my ipad because my wife called crackle barrel, and they said they found the phone, but could not connect because the phone was locked. I need my ime unlock so I can use my phone, but no one from customer service has gotten back to me. Again 3 hours on hold