Hi, this Junry from Simple Mobile, We apologize for the inconvenience you've encountered with our service. As your service provider, this is not what we want you to experience. We understand that you have spoken with a customer service representative and feel that your issue is not being handled quickly enough. It is not our intention to delay a resolution. Please give us another chance to fully evaluate your situation and assist you. For further assistance, please chat with us via this link https://www.simplemobile.com/contactus, or by calling 1-877-878-7908. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.