Nothing is missing and nobody cheated you. Drive makers sell
decimal terabytes, where one TB is exactly 1,000,000,000,000 bytes. Your
operating system reports binary tebibytes, where one TiB is 2 to the power
of 40 bytes, or 1,099,511,627,776. Divide one by the other and you get
0.909495, so a 20 TB drive genuinely holds
18.19 TiB of the same bytes.
The practical effect is a fixed 9.05 percent apparent shrink
at every capacity, before any filesystem overhead. Windows and most NAS interfaces simply
label a tebibyte with the letters "TB". On top of that, ext4 and Btrfs reserve roughly one
to two percent for metadata, and ZFS reserves 1/64 of the pool as slop space. Those are
real, and they are much smaller than the unit difference.
The full conversion chart covers every capacity
from 1 TB to 100 TB, and the
RAID calculator shows both units side
by side for whatever drives you own.