Being charged for device tmobile received but cannot locate

I brought my kids two Apple phones for Christmas on the T-Mobile website. The first one I ordered arrived around 11/26 and the 2nd on around 12/5. I ordered a 2nd phone because I received an e-mail stating that I can get 2 lines for 90 dollars. I kept both phones in the box under the tree until Christmas and then activated both phones at the same time, which was on the 25th of December, Christmas day.

My son called me this morning to tell me that his phone was disconnected due to nonpayment, but my daughter phone is working just fine. I don't understand, how can I be billed for service that I never used!

I called Customer Care, but they were no help at all. I asked to talk to a supervisor, but she said that they were in a meeting, then I asked her what state she was in, she said the Philippines! Next, I asked if I could talk to someone that's in the United States and she told me she could not transfer me. If this is how T-Mobile treat their customers, I don't think I want to be one. 😡