My initial complaint was supposedly addressed 11 May, 2002. The email sent to me contained a faulty link to the UPS label so I began calling to try to get a label to mail the defective phone to Straight Talk. Here is a listing of all the correspondence and phone calls made to try to resolve my issue of replacing a phone (Samsung A51, purchased December 2020) that was defective. Three emails were received that had defective links to a label. After a trip to a UPS store under the misinformation that the tracking number would be enough to generate a return label, and the clerk trying anything she could to help, I spent 2 hours on the phone trying to explain the problem, being transferred continuously to another agent in the Philippines who could only follow the permitted steps that did not resolve the issue. I did speak to an agent in Guatemala that transferred me back. I asked for an actual label to be sent or a barcode. No one could do that I could not get a supervisor or anyone in the USA to talk to about the problem of getting a label. Finally I was told a label would be sent UPS. After a week of waiting for a promised snail mail label, I used chat and was told a ;label was on the way. I received a label and returned the phone that day and was told it was received ay 26. When I spoke with a representative, I was told a package was on its way and given a faulty tracking number on May 29. I have spoken on this issue to Jessen, Joesie, Jill, Mark, William, Marie, Elias, Janet, Mark, Jennifer, Rheny, Marissa, Mark, Jeffrey, Jackeline, Joecel, William, and on a call back set up by Napali, Angel, and Carlos. After being told the new phone was on the way, Carlos informed me that it hasn't even been processed yet, today, June 2. I am frustrated; I am using an old phone with a broken screen; I am tired and disenheartened with Straight Talk. I am still not sure my problem is resolved. I have been a customer for a few years and telling people how great the service has been. We were considering switching my husband and our home phone, but hesitating because I am not sure I believe this is a good company now. Denise Siwik 794 Hill Street Pittsburgh PA 15226 Ticket number: latest ticket number [protected] (prior #[protected] and 2 others) [protected] [protected]@gmail.com