I decided to try postpaid for the first time in a while, signed up with T-Mobile and traded them a year-old phone for about $800 in bill credits. They didn't s

I decided to try postpaid for the first time in a while, signed up with T-Mobile and traded them a year-old phone for about $800 in bill credits. They didn't send me a label for my phone for a couple weeks, so I reached out to them and a rep sent me a UPS label, which I used. (Apparently their ecommerce website had simply eaten the part of my order where I declared a trade-in.) The bill credits never showed up, so I started reaching out to social media customer service on Twitter or Facebook Messenger. This is the only competent arm of their whole CS org. And they're actually empowered to follow up independently so you don't have to keep calling them. Anyway as far as I can piece together my phone was sent to their returns center instead of their trade-ins place, and after being signed for, it was never seen again. (I assume somebody recognized it didn't belong there and made sure it fell off a truck). Eventually the reps got a supervisor to okay a solution, which happened to be in my favor -- they just credited the full amount they owed me against my installment plan immediately, so I only owed like another $150 on the new phone at that point, paid it off, and had it unlocked. I think I stayed about a year. I got lucky with my issue, but they are definitely not great overall at their one job of providing wireless service. AT&T's prepaid service runs on an account/billing platform and website that is straight out of 2003, but the plans themselves are great and the service works well in my part of the country (T-Mobile sucks in most of the West by comparison).