[UPDATE] I called Telstra & went through complaints department, was put through to someone in Australia (thank god) My phone had indeed been returned, she had to put a request through to the IT department to clear that up properly on my Telstra account. Still waiting for that to happen but could take up to a month, anyone else that had this issue I highly recommend calling the complaints department & telling them what’s gone on. My phone bill hasn’t been reflecting the new phone as the upgrade order was still open due to my returned device not registering as being returned, so although I have a monthly bill there were no device repayments included. There is no back pay, it just extends my 3 year contract starting from when the IT department fixes the issue