I thought I was going to be starting my own line. Got set up with customer support, ended up with a…read morepromised free iphone 15 for starting and a $60 a month phone bill. I then got in contact with customer support again, questioned why I was not offered the Iphone 17 like the ads on tv and their website state. Now I did not really care about which phone I had, but if I could have the more up to date one, I would. Customer support redirected me to higher up, who simply stated I can take the iphone 15 to the t-mobile store, they would switch it and i would walk out with it same day. I was happy, felt like closed mouths don't get fed and glad I spoke up. Once the guy at the counter was able to look at my account. He reported that not only was the online care support member incorrect, but that when i made my account they messed up my account by not already switching the phone number and other things mentioned. I called the support line to ask why I was mislead about being able to switch to the 17, and that my account was messed up. The lady on the phone was stating that she had been working there for 10-15 years so she would in fact be knowledgeable. In my head I was thinking, finally, I will get some real answers. Verbally thanked her, but she still continued with an attitude. I understood, I was frustrated and probably came across that way, but I was thanking her for her assistance and help. Continuing the bluntness, she told me why I was ineligible for the iphone 17, is that I was coming from a family plan that was switched to t-mobile from us cellular. I asked to confirm, so even though I was leaving my family plan, and could go to any service out there to start my OWN plan , i do not qualify as a new customer? She sassed me back "you clearly didn't understand me, so i am going to say it again" and repeated herself. I found it very rude because like I said, I had been with both customer support online and in person and they were all telling me different things. Of course I was going to confirm. I then asked her to about the account being "messed up" like the guy in the store has stated. She reports it isn't messed up and said I would need my family plan phone number to be "released" and then it would be eligible to be switched. I was relieved but she continued with sass so then I confirmed that I would be able to discontinue my contact because Idid read the contract, and she did change up her tone and reported that "yes a buyers remorse clause is in the contact" I thanked her and hung up. I was mislead, i didn't feel comfortable addressing my other concerns with this lady on the phone at this time. Concerns being that I reviewed my "bill" see a $20 additional service for phone protection that the person who sold me the contract reported I would be able to remove it from the app. Was unable to find that option but then i noticed that the "free iphone " was showing a monthly credit of half of the bill. Before i signed i told them i am seeing a monthly bill for the phone , the original lady reported the credits could cover it, and that is not what i ended up seeing to be factual. Even still I continued. We released my number as customer service said, and then a different customer support was now telling me that i needed either pay for 2 lines to keep the free iphone and have my #, OR pay for the phone to have my number back. I was fed up at this point feeling like this company is a scam. I was done. I went back to the t-mobile store, informed the same guy that I had saw the other day of why I was ending my contact. He didn't even seem to be surprised by the online team being misleading and not having answers. Which says a lot in its self. He tells me i need to pay him more money that he states is the taxes from my initial payment and my contract would be void. I pay the fee without putting up a stink just to get the whole thing over with. He then tells me i just have to turn off the line and provided a phone number. I call again... The girl was apologetic to hear why i was leaving but then also said there was yet another fee to pay. I informed her i already paid and she states it was another fee. I wanted to cry and scream at this point. She was able to help me and my god, I hope she actually knew what she was doing and able to do what she said. The whole experience shows me that your company needs to reevaluate who is working and give them an updated training course on not only how to assist with customers, but be taught what your company facts are so people don't get caught in the hoops i did. My family was switched to t-mobile from us cellular and i don't think they will be staying long because of how i was treated as well. I hope you are able to take this seriously and fix whatever needs to be fixed for someone else. Getting started with a new plan is already hard enough without having to jump through hoops to get a single answer.