Assurant return damaged device package Empty!!

Hi! I am going through thr same thing, I have been a T-Mobile customer for years and have been on the "jump" program. With that said, upgrade my device or replace my device if it's broken. I ordered a replacement for a cracked screen on my note 10 in October I got the device later that month. I sent the device back within the time frame asked. Because I'm a flight attendant, I couldn't go to tnovle or the postal office in person, so I sent it from the hotel in Washington. It's a locked box so no one other than the postal office could have access to it. I kept calling t-mobile and assurant in regards to the missing phone. They said no tracking information has been processed, and that they were investigating the wearabouts of the phone. In this case it could be an issue with the postal office because it shows it arrived the distribution center in April 25yh and assurant got it the 27th. However, they said the package was empty. I am in the process of investigating because where has this package been all these months ? How didn't get the the distribution center, meaning where did it get picked up from and when, furthermore when they say the package is empty is it open and being delivered like that? (Doubt it)

I would like to know how they are documenting thr pakackage, is it taped? Is it tampered because that's illegal. Something in these empty packages claims feel faulty. 

Not only that, there have been one or 2 instances where I got a call from t-mobile stating that they have received the phone. To give it a few days to process and this was prior to the April 27th claim whwn they supposedly received it. And worse, this company doesn't offer any dispute process or anything because they they claimed they couldn't do anything that the charges were valid because they received the package past the 90 days, i said "well then I would like my old phone back, if I have to pay for it" them they responded yeah the other problem is that the package was empty. So we can't send anything back either. Sorry nothing we can do. They are trying to charge me 700 dollars!

And my service keeps getting disconnected because these charges keep being part of my bill. So it shows that I have a balance due. And approximately every 1p to 15 days my service gets cut off. (And I have to call about every 15 days since January) to make matters worse they cut off the service at the lost inconvenient time. One weekend I got suck in the street because I couldn't order an uber home. And I couldn't call anyone because there was no customer service at 2am. It was scary horrible and extremely frustrating sometimes its a Friday night, a Saturday night or a Sunday night. Amd nothing can be done till I speak to someone cause the system automatically does it, and I have to speak to someone then to give me another 10 to 15 days. This has been a nightmare and I will keep fighting cause something is really fishy and someone is lying. And I sad that the customers who have been loyal for 10+ years, have never had an issue returning a device or paying the bill etc to be treated like we don't matter. Nothing being able to be done to help or prove possible resolutions. Nothing. And I love t-mobile bit I'm seriously questioning if I even want to continue because this has been horrible, and it's mainly with the insurance company that I have an issue with. If anyone else has an issue PLEASE REPORT IT TO THE BBB!!! Overtime your voices can be heard as a whole. And if there is a pattern there is definitely something illegal going on. But to not pay for something if you have enough proof/evidence that you did your part. It's time they do theirs and do the right thing. Stealing/scamming/Lying cannot be tolerated!