I sympathize with newyorkcustomer2, I had a horrific time with their customer service team. My A16 phone was malfunctioning and overheating so I called to get a replacement. They kept promising and postponing the new phone and even sent me a $30 no brand phone for Carelink that I don’t even have. They promised delivery for 3weeks but never received a replacement phone I paid $150 for a Samsung phone and now I have a phone that’s useable. Please be advised that tracfone has terrible customer service and does not care about their customers.