We'd love to help you get this get looked into! I would suggest reaching out to our support team, T-Force through social media. They may be able to take a closer look!
You can find their info here Contact Us | T-Mobile Support
Same here, I just had this problem. They insist I file a claim with UPS but UPS says package isn't eligeble. T-mobile sure ripped me off this time. Really sucks now because a line with 6 numbers is about to cancel on them.
I would contact T-Force through social media to help.
I just recently returned my wife's LG G4 through warranty claim but before I packaged it up I took
pictures of the screen both on and off and the water damage indicator. I also added a little extra padding
inside the box .
All I've heard from Tmobile is it was received and that was more than a week ago.