Florida Resident: I am a customer with Straight Talk Wireless and I had a defective phone which was sent back to the company and which they are in receipt of. On several phone calls and online chats I was told that I would be receiving a "New" replacement phone. Now they are sending me a refurbished phone and stating that they cannot send me a new phone because it is both at their discretion and per their policy within their terms and conditions. But my issue is that at the company's own employees verified on several occasions that it will be a "New" replacement phone, which is their discretion. Secondly, they are stating that if it is within a certain time frame after initial activation that they can only send refurbished phones, but had it been before that time frame they would have been able to send a new phone. This is not supported anywhere within their own terms and conditions and no one within the company can show me that policy (it appears to be in house policy) and not actually listed in terms and conditions which are available to customers). I expect to receive a "New" replacement phone based on conversations with their employees and their own terms and conditions I believe back that up.