Slow upload speed and T Mobile home Internet

Please stop using this company.  I have been with t mobil for over 20 years---I called a few weeks ago and paid off my phones---when I ask to get my sim released--3 different people kept coming up with different numbers--they finally settled on an additional 250 for the phones.  When I looked it up on line it seems it standard procedure.  Please stay away from this horrible company.