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.