I'm getting billed for a phone that I haven't received

I am having the same issue with a Motorola Moto G Stylus 5g I ordered on 11/23/22. In fact, it's scary how similar our problems are, down to the solutions we've tried. It also said it was out for delivery on 11/29 and then just shows "delayed" and "no information available" via tracking. I have also talked to both UPS and T-Mobile and gotten the same answer as you. T-Mobile says it's 'on the way' and to just wait, and UPS says T-Mobile has blocked the recipients from initiating claims. 

I spoke to someone from T-Mobile today who said they are initiating a “handset claim” and gave me a ticket number, but I am not confident that anything will be resolved because they said I would receive an email with the information on the claim/investigation and I have not seen any emails from them.

I am also being billed for this upgrade and I am incredibly frustrated that I've spent hours dealing with this over the past two weeks. When I finally get it resolved one way or another, I am switching carriers.