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I have been a customer of T-Mobile for over 20 years and started out with Voice Stream before T-Mobile took over. I have been happy over the years and always had great interactions with their support team. I called this month to discuss upgrading 2 phones and noticed right away that they have outsourced their support team to another country. They use to say this is Jake from Kansas City for instance. Not that this bothers me but wow how the support has gone down hill. I called on the 17th of December and was told I could upgrade both my phones at no charge and I would trade in my iphone 7 plus phones. I called a week later for an update and they had no record of this call/ transaction. I called again yesterday and was left on hold after speaking with a rep to see what deals they could offer. After about 35 minutes the call disconnected. 

I now feel like its time to switch carriers as it seems they only care about new customers. Any recommendations would be helpful. Who takes great care of existing customers because I have much better things to do than to wait on hold for hours and be mistreated. Funny thing is, I pay my bill months in advance and you would think they would want to keep me for another 20 years. Definitely, the bigger they get the worse their support becomes.