UPS lost my package, T-Mobile wont do anything about it

Just went through this myself and finally (hopefully) got it resolved. I ordered a Samsung Flip4, UPS lost it, T-Mobile continued charging me monthly and wouldn't refund the tax I paid when I ordered it online. 

In total it took 6 calls, but hopefully this advice helps you all do it in fewer.

First: Open a claim with UPS. They will tell you the sender has to, but you can have it opened on behalf of the sender. This will get things to a resolution (more on this later). Create a UPS account so you can login and see the status of the claim by tracking number.

Second: You will not get a callback, and "escalation" is meaningless. The person on the phone CAN reverse any line charges in your monthly bill, so don't let them say no. But until the phone is fully removed from your account, you'll have to do this monthly. This is where you have to wait for the UPS claim to complete and resolve that the phone is LOST. 

Third: Call T-Mobile. You'll find out it's up to the warehouse to scan in the lost phone and issue a refund. It's their return policy and it breaks down when the phone is lost by UPS. No phone, no scan. So you need to ask for a manager, and you'll get a supervisor. They'll say the same "make a note/ticket" that has no real resolution. They're too disconnected from "the warehouse". So this is where you mention that you "are on FairShake dot com and one click away from filing for arbitration". Tell the supervisor to make sure that's in the notes and to send it directly up the ladder.

Last: This is where hopefully a manager calls you back a bit later. The manager will open a ticket that asks for "manual removal of the device". This is also where opening that claim with UPS really matters. You can prove you never had the phone. They'll reverse any charges for the line too.

Interestingly, if you chat with the manager a bit, you'll find out that this exact scenario is happening a lot. UPS is losing a LOT of phones, especially iPhones. (Sounds like UPS employee theft, but that's just a hunch and not an accusation). T-Mobile is currently in active discussions with UPS to force them to fix their problem or they'll find a new delivery provider.

Hopefully this helps the rest of you...