After 19 Years, I am Done....

After 19 years of on time auto payments, I am simply trying to break up with Tmobile, but even that is a nightmare.  I spent over 2 hours online and with online reps just trying to determine the best options for upgrading all 3 of our phones and determining our best plan option.  The reps seem to only be able to answer very specific questions, but lack the ability to help you determine the best path forward as a hole solution.  I should be able to simply say, "we are wanting to upgrade all three phones to IPhone 14 Pros and be able to have a competent rep that can explain my best pricing option to do so. Instead i have to make multiple phone calls, spend hours on the chat feature and phone calls with them, to still have a lack of clarity.  Tmobile has effectively created a department for everything and some how created teams that only know one thing or aspect of the account as a whole and therefore getting clear answers and guidance is an inefficient crap show.  Yet, I walk in to Costco and the rep there can set me up with a whole new account with another carrier, have phones selected and trade in values calculated and a monthly bill that is now $50 less per month in 23 minutes.  THIS is the problem Tmobile, I value my time and you should be valuing the time of your customers also. So after signing up for a new plan, because I was so annoyed in my attempts to simply upgrade with you, I swing by your store because i want to cancel the account.  Yet, after taking a number and standing in line I am told i cannot even do that in your stores.  So back to the phone and chat i go with your Tmobile nonsense...only to be told that because I don't know a pin that I have not needed to use for the entire 19 years that I have done business with you, I am supposed to drive back over to one of your stores...even thought as they said before they won't be able to cancel my account.  THIS IS A PERFECT EXAMPLE OF THE LACK OF COHESIVE CUSTOMER CARE YOU ARE NOW PROVIDING. Stop wasting your customers time and energy.  We want knowledgeable, empowered associates that can look at our accounts and guide us on the best path forward. Instead I have to waste countless hours and even when all I am trying to do is pay you any remaining fees to just cancel and be done with your crap, even that proves impossible.  Shame on you,  what a cluster you have created.  After 19 years of loyal service, I am over it. Do Better.  Whoever your executive managers are that are creating these nightmares for the customers, they are clearly disconnected from the actual user experience.  If any managers actually monitor these forums, I would love actual assistance…..