Just about done with Tmobile

I often miss texts and calls from certain people. I'll have to ask them which carrier they use. They have to send me a messenger message on Facebook to call them. It is very frustrating. I've tried support on phone and in three stores with no real success in the past 10 months. Last idea was to switch my e-SIM with a physical SIM which I think help a bit, but found out I missed several important calls last weekend. Never had this issue with other carriers. I received an $800 credit when I joined Tmobile but after a year of paying they tell me I still owe $600. I'm thinking of going to Verizon (they will pay off the balance) which makes sense as T-Mobile isn't any cheaper anymore.