Not able to cancel t-mobile home internet nor turn in router anywhere.

I just got a ride to local t-mobile store to turn in my t-mobile home internet gateway and cancel my account. they refused to take the gateway and said they do not do this kind of thing. only what they sell in the store.  told me to call 611 and have them send me a ups label to send it back to them.

So i called 611 they can not cancel my account nor send me a ups label to send my gateway back. But i have to take it to the local retail store to cancel my account and turn it in.

what kind of circular logic is this? both are refusing to cancel my service and take the gateway. now i’m stuck with a gateway and no way to terminate my account which i’m sure they’ll keep billing till end of eternity.

 And my account for home internet, sounds like from the many csr's i've talked to is horribly messed up. no changes can be made to it either by me or them. And the home internet is a separate account from my t-mobile phone account which is making this much worse and confusing to the csr's.

I’ve tried to be very patient with the csr’s and retail store, but enough is enough. someone needs to step up and fix this. i’ve tried several csr’s they sound confused on what to do. no email or chat really hurts.

someone needs to figure something out. hate to have to put a block payment to t-mobile on my bank account due to unending billing.