Tracfone provides the worse customer service on the planet. I took advantage of their online ad for a 100 minutes/units with a free phone. The phone they sent would not hold a charge for more than 30 seconds. I sent it back and a month later got a replacement phone, when I reactivated it I had lost 50 minutes/units. The customer service rep who helped activate the phone would not explain what happened to the minutes and refused to give me a supervisor who could help resolve my problem (she insisted she had no higher-ups, but yet was unable to make simple management level decisions.) Eventually after a second call I was able to find someone who was able to rectify the situation (well almost, they refused to give me the minutes I was promised to compensate for shipping on sending the broken phone back.) The customer service department told me they were located in Florida, but I had trouble finding someone who was fluent in English-the first person I talked to thought Ohio was the name of a city, not a state. There is a very weird reverb effect so you hear an echo of yourself 2 seconds after you talk, but don't worry they assure me that is normal. Please for your own sanity, choose another carrier. Don't let the one star rating fool you; I would give them negative stars if it was possible.