Yep, I've done that several times and I've written them as well.
They also check with other departments and they all seem to think all is fine but it is not.
interesting...
but let's realize you aren't probably talking with a TMobile technician, but rather a contractor in a call center.
that story about it being a problem with the phone companies is bunk.
I don't know what I would do. Go to a TMobile store maybe?