I feel like Optimum is holding me hostage! I am in the process of switching to TMobile because Optimum is ending my so-called “Introductory Rate”

So I’ve decided to switch to TMobile with whom I’ve had excellent Internet service with no rate increases for over a year. Switching has turned into a major hassle where they now have my phone simm card locked for 72 hours, even after paying off my iPhone and my current bill. Apparently this is a practice unique to Optimum and they basically have me over a barrel. Meanwhile each experience I’ve had with TMobile has been excellent from setting up my original internet device to customer service on line and in the store. This excerpt of my phone conversation online is an example of what I consider Great Customer Service.