why cant t mobile help me

Cuenta nº 980473123

I have closed this account post much dissatisfaction with your policies and predatory actions. 

I started this nightmare in March of 2022.  I received the new equipment just prior to a trip to Europe. I was not able to activate the device in a timely manner because I was detained in Europe due to testing positive for COVID.  I alerted TMobile via text message on 3/15/2022. Upon my return home I received a bill for $369.32 for the account which had not been used. Initially I was mildly upset but in dealing with your "experts" I received nothing but mis-information and lengthy hold times while being directed to the next "expert" .  45 minutes into this call I gave up and offered to close the account and to return the equipment.  I told by your "Expert" that I would still have to pay for the device and continue paying the monthly fee for the device.  This was not an acceptable option. I was then directed to a supervisor with another 20 + minute wait.  It was finally agreed that I could return the equipment and once it was received the account would be closed and ALL CHARGES removed. ticket # 2351164  Not only did you not keep your word you continue to make it impossible to resolve this issue.  March 15 a mailing label was e-mailed to me.  March 16th T. Mobile sent my account to collections.  On March 20th the returned equipment was received by TMobile.  On April 24 I received a collections letter from Convergent attempting to collect my debt of $369.32. I called Convergent and disputed the charge.  Yesterday 4/27 I made 3 calls to your "experts" and was told they could do nothing since I do no have a pin or password. ( I doubt I set up a pin or password for an account I never used). I was directed to go to a T Mobile store and an associate there could help me. The associate stated they could do nothing to help and that essentially your "Experts" had lied to me. I then called for a 4th time, spoke with a manager who was not much more useful after being on hold for approximately an hour and 40 minutes.  I am calling again this morning, I was hung up on once already  and this second call which I am already 18 minutes into has not been to resolve this issue.  I run a million dollar business and I can access any account current or closed. What type of business is not able to do this ?  - one that just wants to exploit people to make money since their service is so terrible they cant make money that way?  I simply want an assurance that this charge for $369.32 will be removed from my closed account.   I should not have to travel to T Mobile stores to do the job that your "experts" cannot do themselves but should be able to .  I feel this is a lot of subterfuge in an attempt to gain money from myself.