@TMobileHelp I have been on a Simple Choice No Credit Plan for the past few months. Last time I travelled outside of the US, I was unable to use my phone (when I originally signed up to the plan, the sales associate gave me wrong information with respect to this).

Last Saturday, I visited a T-Mobile store in order to ensure I would be able to use my phone the next time I travelled. The sales associate in the store added an international calling feature to my plan, telling me that this would allow me to use it when travelling. When I read up more about the feature later that day, it appeared this was not part of the feature that was added to my account.

On Tuesday, I reached out to customer care by online chat and I had to negotiate with the chat specialist to ensure that I was not charged for the feature that was added to my account through the fault of the sales associate.
I was given unlock codes for my phone, was told that I needed to change to a prepaid plan which I didn't want and that I would lose the Data Stash on my account if I changed plan.
After discovering I needed to change to the Simple Choice with credit check plan, I was put through to a department that was able to run a credit check and provide me with a new account number but I needed to go to a store to get a new SIM card to be associated with that new account and plan.
I was issued a SIM card in a store but when I went to use it on my phone I got an error message saying that I was unable to connect to the network.

After hours of phone calls today and being sent back and forth between multiple departments who continuously said it was not their issue or provided conflicting information, the new account with the credit check which is connected to my new SIM card has been "reactivated" (because somewhere in the process that new account was cancelled but no support agent was able to explain to me why and by whom) and I have two active SIM cards connected to two different numbers/accounts/plans. The phone number I want to use is still connected to my old SIM card and the new SIM card is connected to a new phone number. My old phone number needs to be "ported over" to my new account but I have waited hours and this still hasn't happened.

I cannot believe how complicated you have made the process for changing a plan within the same network! And I can already predict that after all that I'm still going to have trouble using my phone when travelling.

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