T-Mobile USA

On February 16th, 2019 I purchased a moto 5e plus phone from t-mobile in the Columbia mall. I was told that the transfer of my old phone number to my new t-mobile phone would take about 2 hours. I checked back in 2 hours and the number had not been transferred. They then told me that it could take up to 4 hours and as much as 72 hours. 4 hours came and went and then 72 hours came and went. Each time I call checking on the transfer I am told that it will take 72 hours. It has now been 15 days (360 hours) and I am still waiting.
Ticket number XXXXX