WHY DO U GUYS NEVER RESPOND TO CHAT

I have the same complaint though I've only been trying for a couple hours. It's very uncharacteristic to sit on hold for a half hour.  On the perma-hold message, it suggested trying the T-Mobile app.  When I did, get zero response to my chat request.  I don't even get a standard message of which place I am in line.  I'm waiting, waiting, waiting… with no clue when I will talk to a person in chat or telephone.

contact them through one of their social media platforms like Facebook or Twitter..you start with tier 2 support instead of the call in tier 1 support agents.

Try reaching out to T-Mobile via DM on Facebook or Twitter.  That way, when they do reply, you will be able to reply when you can.  

I don't use social media and I feel it's unfair to force someone to contact them through those methods in order to get a response. I use the app and expect a response but sadly I am encountering the same issue. I'm tempted to cancel my service and just go to Verizon.