T Mobile none service in the US

I ordered the the new iPhone 5 from t-Mobile and I received an email that it had been shipped and I later found out it hadn't been shipped but it was on back order. I asked to cancel the order which should be easy since it hasn't been shipped yet. They said I had to receive it to return it and it would be at my cost. Why? They haven't shipped it out yet?

I asked to talk to a manager and they don't allow that.

T-Mobile gave me the tracking number and UPS said there was no such tracking number. T-Mobile said the number is issued automatically when the label is printed???

Very frustrating

Speak to your credit card company, they should be able to make the refund and deal with T-Mobile.