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I'm in similar situation, being deceived and Virgin Mobile's dishonest business practices. In my situation, I ordered a new LG Stylo 4 phone but what I received was a used "generic brand", opened box, missing accessory, and the phone was inside a plain white box (non-orginal LG Stylo 4 box). The phone looks as if it was ordered off the Craigslist. First I asked for a new phone replacement, I waited and kept in contact with Virgin Mobile for a month with no solution from Virgin Mobile. After over a month, still no solution so I asked for a full refund but still nothing! I'm not even sure if I will ever get a refund or any kind of result from Virgin Mobile. Anyone out there looking to change phone company then look elsewhere becasue Virgin Mobile is not what it use to be a decade ago with good customer services and the Sprint (Virgin Mobile) network can not be compare to other big company networks. I use to trust and believe VM but after being a customer for over a decade VM did not value my loyalty. Maybe it is time for a new change for me since competition these days are enormous.