Straight Talk Wireless review: Refund on goods and service

As a longtime customer of Straight Talk, I recently requested to have my former phone number reinstated while keeping my current number. I was informed that this was possible but would require purchasing another phone for the additional number. On 10/21/25, I purchased a second phone with one month of service from Straight Talk, using 5,000 Straight Talk Reward Points (valued at $50.98) and paying $38.68 in cash. Order ID: #133184305.

After receiving the new phone, I requested that my former phone number be assigned to it. Following multiple calls to Straight Talk, I was ultimately told by Customer Service Representative Daniel that, although my former number was available, it could not be re-acquired. Frustrated by this reversal, I requested a full refund for both the reward points and the cash paid. Daniel assured me that once the phone was returned and inspected, the refund would be issued promptly. I repacked the items and enclosed a detailed note. Return Tracking # 1ZHF07930327721488

Despite asking for an incident number, confirmation number, return authorization, or written confirmation regarding the refund, I was repeatedly told such documentation was unnecessary. This has proven problematic. Straight Talk refused to cover return shipping, so on 10/31/25, I paid $19.37 to ship the phone to their facility in La Vergne, TN. The return was received on 11/3/25, and on 11/18/25 I was told the refund would be processed by 11/24/25. As of 11/25/25, no refund has been received. Upon calling again, I was informed that the cash refund would take 30 business days and that the reward points were non-refundable.

I asked to speak with a manager to escalate my concerns. The Rep told me she is as high as this matter goes.

I am 66 years old and have spent 4.5 hours on the phone and 5.75 hours online attempting to resolve this issue. I have invested $50.98 in points value, $38.68 on my credit card for unused service, and $19.37 in shipping costs, not including the 11.25 hours of my time lost.
(See attached)

I feel like I've been taken advantage of here and believe I need assistance with this matter.

View 0 more photos