Worst Custom Customer service T-Mobile

I have several billing issues associated with my account. I have reached out to nearest t-mobile store and this has been going for 3 months. If I call the customer service on phone, they see contact store. If I go to store, they will get back to me.

This T-Mobile store is located in Malvern, PA( Address if 650 Carnegie Blvd Suite 155, Malvern, PA).

Is this normal to expect terrible customer service or I am the only one?