A member of our family decided today to leave the current phone plan we had to go to a different carrier. They went in and cancelled their service and released their phone number so they could use It with the other provider. At that point in time, another phone on our plan no longer had service. Come to find out, the employee disconnected the wrong line and released the wrong number on the plan. When I called to resolve the issue, the employee LIED about releasing the incorrect number and claimed "he didn't know what happened." I then had to call customer service, in which I spent 1 hour and 2 minutes on the line with her and paying a $35 activation fee and getting a temporary number for my mother's phone. After that phone call, I had to be connected with AT&T to get information on how to get my mothers phone number released from them & back to T-Mobile (Another 45 minutes). Then I had to contact customer service for T-Mobile AGAIN so that I could get my mother's phone number switched back to her original, which required me to spend another hour and 20 minutes to resolve. Over three hours of continuous phone conversations with very helpful and kind customer service reps to resolve an issue that the employee at the store made. The fact that he lied about cancelling the service on the wrong number was asinine. He also claimed the family member that was initially changing carriers was the primary account holder, which he was not. I am an authorized user on the account and EVERYTIME I go to this location, I have to be put on as an authorized user again because it's never set up correctly, yet someone else on the plan is able to waltz in and make whatever changes they want, which in turn creates huge problems. I received great service from customer service but NOT from the employee at the store. This is not the first time we have had issues with employees messing things up in-store. If multiple people on our plan upgrade at the same time, we've had phone numbers incorrect, wrong contacts uploaded, and several other issues and it usually takes several hours. It's always a hassle dealing with this store. I do not recommend going to location, especially if you are having issues. Take the time to travel to a different facility in hopes that they can help you, or contact customer service instead. Going to this store usually makes problems worse. read more