What happened to customer service???

We are on the verge of switching to Mint as T-Mobile has not resolved a problem that has been ongoing for over a month. We have spoken to customer service and tech support several times… given contradictory information and even went to an official T-Mobile store in hopes of resolving the issue. Not only were they not able to resolve our issue the woman asked us not to give her a bad review when we receive the txt survey after departing! Yes, they offer excellent international rates but they sell Samsung phones which are all regionally locked. One arm not communicating with the other. We now have a new Samsung phone that won't allow us to access data in the United States. If we purchased one here it wouldn't work there, Why would they sell Samsung phones when they cause problems for their customers who love one of their best services? Meanwhile we are looking at best options: avoid Samsung phones, buy something unlocked with global access such as Pixel, Sony or Apple and try other contract plans such as consumer cellular or Mint. The only power we have today is how we choose to spend our $$. If I am going to pay for customer service I expect our problems to be solved- otherwise I might as well use a provider that costs half as much and doesn't give us the runaround.