...call them up on the phone. Better support this way IME.
Interesting problem with T-Mobile. I tried to change my password 6 times. Reset the password 6 times. I finally discovered while watching the screen as I entered my new password, the password cleared on the first character entry. I found out that only if "V" or "v" as the first character it resets. That is why my password never worked. I started an online chat. He admitted that was really strange. I suggested he tell the system people. He didn't know how, just suggest I find new password.