I am very sorry for any confusion or frustration you have had to endure because of this. Our services are meant to have the primary usage occur in the U.S. In the event that your account is flagged for excessive roaming, you should receive notifications letting you know that your account is at risk of being canceled.
I know that you have spoken with our customer service about this issue a few times but we really do need to take a look at your account to see what options are available to you. Here on our community forum, we do not have access to customer accounts so I cannot see exactly what has happened with your account. If you have a Facebook or Twitter account, I would recommend that you reach out to our T-Force team using the links in my signature. They will be able to do a full review of your account and figure out what the next best steps are.
We have been locked in Extreme Roaming Hell with T-Mobile for weeks. Even taking the suggestion of several T-Mobile customer Service personnel to get a second Sim card did not prevent T-Mobile from taking action against our account. Escalated this issue to company president who put us in touch with executive response team. No real resolution offered, even at the highest levels. Advertising says “No Borders”. But excessive roaming rules are buried in terms and conditions and enforcement, warnings and ability to track roaming are all incredibly flawed or non-existent. We have initiated a complaint with Federal Trade Commission for Truth in Advertising violations. Customers who roam often to Canada and Mexico should make their voices heard. The extreme rooming department is absolutely useless and the people who work there are rude and combative. Regular customer service folks at T-Mobile are sympathetic, and shocked at how T-Mobile handles this issue, but are completely helpless to find solutions or make exceptions to prevent lines from being blocked or accounts canceled.