Stuck on a Business Account After Buying a Phone — Can’t Get Back to Consumer Plan

Hey everyone, looking for advice or if anyone's been through something similar.

I originally signed up with T-Mobile a couple years ago on a Magenta Max consumer plan. Everything was fine. Then, I bought a Z Fold 3 through a friend who worked at T-Mobile. After that, my account was somehow moved to a Business Unlimited Ultimate plan — I never asked to be switched to business, and I’m not a business owner.

Since then, it’s been nothing but frustration. I can’t do anything online — I can’t buy new devices, transfer lines, or make account changes. Everything has to go through support or a store, which is a huge hassle.

I’ve called T-Mobile at least 3 times now trying to get back on a regular consumer plan. Each time, the rep says they’re switching me to a personal plan, even gives me the new plan name… but when I check later, I’m still on a business plan — just a different version of it.

Is there a way to actually get converted back to a consumer account? Has anyone successfully done this? Is there a specific department or process I should ask for?

I really like T-Mobile, but this is pushing me toward switching carriers if I can’t get it fixed. Any help would be appreciated.