Assurant Damaged Device Returned - Not Recived

I know this post is kind of old now but my fiance is going through the exact same thing right now and it's absolutely ridiculous. He sent back the phone and apparently it wasn't in the package. Obviously not his fault. Now they want him to call USPS for an investigation. After looking at all these posts I say we just return his current phone to t mobile and surely that will take off the charge and we can just go get a new phone somewhere else with a different carrier. I hope this issue got resolved for some people but from what I am reading looks like nothing was ever resolved for anyone. If anyone has any suggestions for what to do that would be great!