I have the same exact issue. Someone at Assurant is stealing phones. I have a tracking number showing device was received over 2 months ago, but NO ONE at customer service can figure this out. T-Mobile is betting that you will not follow up on these situations. 

T-Mobile customer service is horrible! Returned a brand new iPhone 14 (son decided to keep his old iPhone 12) through UPS in October 2022. T-Mobile claims it never received it even though I have delivery confirmation that it was delivered to their warehouse. Been calling 2 times a month in order to get it resolved to no avail. They are telling me the phone was not in the package and it's UPS' responsibility and to file a claim with them. UPS says I can't file a claim since it's after the 60-day limit. So I'm out $2000 for a phone I don't even have. I have been a T-Mobile customer for almost 20 years and have 9 lines on my account, which I pay almost $500 a month ($6000 + a year). A disgrace of a company to treat a long-time customer. This month's payment is the last I am giving them! Off to a new carrier. 

T-Mobile just sends me an email with the message "Dear T-Mobile Customer, We received your Samsung SM-N986U Galaxy Note 20 Ultra 5G 128GB Bronze and now claim they received my phone.  After doing some research, I am convinced that this is "FRAUD".  Here is how it works, T-Mobile do a promotion and get you to send in your phone for a reduced price.  Once they get your phone, they then claim not to receive the phone and take away the promotion so you now have to pay the full price.  This has happened to enough people to where my state's Attorney General will have to look into this.  Since this is common, a class action suit is inevitable.

T-Mobile warehouse lost my IPhone 13 pro max 256 GB. It was delivered to the warehouse and never scam my device. Right now they are refused to do anything. I have all the details related to tracking number , notification from tracking saying its delivered to warehouse. I also have confirmation from UPS they have same information in there system. UPS label was provided by Tmobile Care and i do not understand they do not track the same. It almost 8 month i have been trying to call and work with them. Its lot of mental stress and connecting to the care is not easy. Every time a new agent come and he open new ticket. it take 10 day to get back Infor and process keep us in loop (infinite). i am not sure who will help me with then stress , pain and getting my phone located. Even if that's located, i still need to find right agent to help me, as agent who worked on my case for trade in, did not do right job and i have myself backing on audio transcript they record.  

I think this process is very bad for people who are in my sport and no one help or understand. They try to but they somehow want to nice to get the call done. Its not the purpose of calling care after waiting for long time on wait for call to be connected to agent . Imagine call i have been calling them from last 8 months. :). 

I see lot of case related to phone lost due to ware house issue. why do they have tracking in place. Customer would think they have send phone to label which tmobile has give and there is no guarantee. I request Tmobile fraud agency to look into customer request 

The same thing happened to me. I did a jump on demand and sent back the two iPhone 13s via store to warehouse. The warehouse claims they never got them. Now I'm being charged for both iPhone 13s and iPhone 14s

All,

I traded in my phone and pd taxes ahead to get a free phone as well. I was told I will see a charge and a credit on the same statement for 24 months. The credit was posted only the first month after. I have made many calls, provided the promo code and none can solve the issue. They all first said the cant see sprint old system, then they see it and all supposed to be fixed, but Nothing. I just emailed NBC Response and complained. You all should do the same. It seems like T-Mobile wants to grab few pennies for the merge.

SAME EXACT THING HAPPENED TO ME! 

I sent in my old phone under a trade-in promotion for my new one. I HAVE the USPS receipt that said DELTHE IVERED A MONTH AGO when tracked. I called in and they said they didn't see it logged in their system AND CLAIMED THAT IT MUST HAVE NOT BEEN RECEIVED OR THE PHONE WAS NOT IN THE BOX!?! I spent hours and hours over the phone to get it resolved because they used the WRONG IMEI number. I went into the store, they couldn't take the phone and I had to mail it in...why would I not put the phone in the box? 

I talked to Tony with and got really frustrated and then talked to supervisor Frank. He then told me to file a claim with the USPS and see what they say and he will proceed to the next step. So I just filed the claim. I will keep you all updated. If this is not resolved, please get together and sue T-Mobile!!!! I spent so much time and been so stressed out because of this!!! I BELIEVE THERE'S SOME FRAUD GOING ON. Did they claim to give us back $800 toward the new phone and do this to get out of it maybe?