WHY DO U GUYS NEVER RESPOND TO CHAT

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.

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.

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.  

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.