I should have learned the first time I returned a phone to Tracfone. The company keeps it without refund or replacement. They make outright lies because they have no semblance. They don't know how to handle situations. I can't even get through anymore because they automatically hang up on me. I thought when Verizon bought out Tracfone it would get better. It did not. I guess BBB is the only step left. So be it!