Why does T-Mobiles customer services suck so badly?

I agree - service is terrible!

 I called about the refund about 10 times!!! they refund $$ by depositing it to my account and than they added the same amount to my T-Mobile account and suspended my account to force me to pay right away! So, I paid. When I called - again, I was promised it was a mistake and $$ will be refunded next time - guess what - no refund!

Disappointed,