I will try1 and 2
I chatted with them yesterday, they said this in Australian phone and they have nothing to do with this phone
What if you try changing your region settings to all Australia, and then restart and see if the update shows up?
You aren't anywhere near persistent enough. It's a major issue for then if T-Mobile (MetroPCS) sold you a phone they shouldn't have, especially if they told you it was new. If you bother them enough and get to a higher level tech support you will have much better luck and they may give you new device for the trouble. What happens if you call T-Mobile and say your phone is broken, it should still be under warranty and they should swap it out for a replacement phone
Yep, this works too, just tell them it's broken. Say it keeps freezing when you play a game or something, and then tell them you tried to hard reset already and it didn't fix the issue. That is guaranteed to work. They'll send you a new one right away