Billing and upgrade

I been with T-Mobile for almost 7 years as the year go on the service is more horrible and they don’t value customers you have to keep calling back to get someone to work with you and you issue last time I got great  help  from a rep Jess and her manger I cannot remember her name but I just called in to see if there was anything I could do with my payment arrangements since my mother just passed and it no assistance given due to the past help mind you my account is so behind because of not being able to adjust the payment arrangements like the system used let you do but know now there only one set arrangement that cannot change that make it hard on the customer and believe after as long u been the company u should get the same upgrade perks as being a new since we already shown that we are great customers  I believe T-Mobile does not care about there customer and u never catch one u get disconnected with $20 fee and there should be more affordable plans for small or only one customer the plan are really high