Customer Support talking about Personal life and not answering the issue requested

My wife and I called T-Mobile the night before my cruise to inquire about roaming and data charges in Jamaica, the Cayman Islands, and Mexico. The representative who took our call began discussing personal issues, including being dumped on Christmas and wanting to harm his partner's boyfriend. He was more focused on his personal life than helping us with our inquiry. After about 30 minutes, he finally informed us that it would be $35 per line but failed to mention that data was free up to a certain limit. He then resumed talking about his personal life, so we hung up. The rep tried calling us back twice, but we did not answer. It was very disheartening to have someone delve into their personal life like that over the phone. We did our best to handle the situation, but it was unprofessional and put us in an awkward position. We received an email from Jaz asking to discuss the situation, this email was received while on the cruise. We have now but responded twice, we received no reply. We want to talk to someone about this matter.