Dissaponted

We did a trade in to get a new phone. Iphone 12 pro max. Perfect condition for the new iPhone 16.Then t mobile received the phone and they said it's damaged. They send us pictures of the damaged phone. It looks like someone drove over the phone with a car. And of course now we won't get the credit towards the new Iphone. Now we have to file a claim with ups and we all know how that goes. 
So dissaponted with mobile.  We've been a customer for over 20 years.  What a shame.