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I am part of T-Mobile, and your experience is also my responsibility. I am really sorry for the inconvenience this has caused you. As our valued customer, you don't deserve to be lied to. Rest assured, I'll be the last person that you have to talk to about this.
I understand that I'm telling you right now is different from what the previous expert advised you. I wanted to correct the mistake that occurred there and apologize that it happened in the first place. This is not the experience that we'd like for you to have with us and I'm working on turning this into a positive one for you.
It saddens me to hear that you have to contact multiple times regarding this.
I will take action about what happened last time and ensure it will be justified.