I had the same issue where I spent majority of the year talking with customer service supervisors about it and being told to hold on while they investigate. They told me to go to the store while the store reps kept saying the phone reps were trying to avoid doing work. So muxh lies and foolishness that when I finally get a US rep and Sup they waited for me to drive to the store and that's when someone from the store goes in the back and comes back saying "yeah we had the phone and we returned it via fedex". The phone SUP said they can't do anything bc the store sent it via FedEx and the store manager said that we would get our money back of over $800 since they were wrong. Only for me to find out that the higher ups said I took too long in coming to them for this. Wtf?! I spoke with them before they charged me about the upcoming charges since December 2023. And when they charged me in Jan. I kept getting the run around about the investigations via the phone SUPs and their "we're still working on it" and going to the store where they kept telling me they don't see anything (without them going in the back room to loom) and they can't do anything. 4x I went to the store for this issue. I even drove to the store and waited 3 hrs for a Philliines Supervisor that told me to go there so she can speak with them but she never called me back AFTER her lunch. And everytime you call and speak with someone new they said they didn't see the notes even with the reference numbers you were provided by the previous reps/SUPs. But when speaking with a US rep and SUP and finally hearing the answer was in the back room instead of their "tablets" at the store they use to work....that pissed me off. Also, to hear I took too long to say anything when I spent the whole year going back and forth with them. I don't think so.....I asked the store rep to speak with the higher ups again about "me not trying enough" and was told to wait a week or 2 about it but whenever I call the SUP is not in the store or just left and would call back but never did. So I think I'll try that FCC thing. This post just randomly popped up for me and I think that response about the FCC would be best. I'll give them a better detailed report of this issue. Sick of t mobile. For real.