Incredibly broken system
I have two Business 5G lines. Those are the only lines on my account. The eSIM got corrupted on one of the devices. I went online and generated a new eSIM. I got the emails that the new eSIM was generated but it was never mailed to me.
I called in and the support person said they'd need to send a OTP to me to verify but it would have to be sent to one of the lines. The first line isn't working because of the bad eSIM. The second is also a data line and can't receive a message (at least not that can be displayed). After trying to get a supervisor the guy said he'd send me to his team member and maybe she could help. After trying a few things she gave up and said she'd have to send me over to her supervisor who said they could manually verify. She said she noted everything so I wouldn't have to repeat myself.
Of course in the process of sending me over I was disconnected (after 1.5 hours) and nobody called me back. I called back in and the new person insisted he couldn't see any notes in the account. He put me on hold several times trying to get a supervisor. After 25 minutes he said he still couldn't get a supervisor and the supervisor wouldn't be able to manually verify anyway and would require a OTP to one of the devices.
I asked whether he was lying or the person that said the supervisor could manually verify was lying since I just had almost two hours of my time wasted. He said I had to go into a store and they could verify.
The T-Mobile verification system is broken. Why was the option to email the OTP removed since that's the only way to get the OTP when you don't have phone lines?
Now I have to waste time going in to a store to cancel my account.