Chat - 2024

It's 2024, and finding "chat" from my laptop for T-Mobile is still challenging.  It's hit or miss and typically it takes an hour to find it. I have followed all of the directions mentioned in this forum such as select "support" or select "contact us".  I've been with T-Mobile since 2020 and I've successfully (after messing with trying to find it online for an hour each time), used chat a total of 5 times.  

I prefer chatting over phone because with chat, I can copy/paste the conversation into a Word document for proof of conversation. Does anyone know why this is?