Hi Stephanie - Thanks for your review. I can confirm that phone we received from you was classed as non-working as the software was faulty and the phone would not start up. We offered you the non-working value or the choice to have the phone returned free of charge. The large majority of phones we receive are paid in full. The only time we revise the value is if we receive a different model to the one listed or the phone was sold as working and found to be non-working. If the value needs to be revised, we always offer the option to have the phone return free of charge if the customer is not completely satisfied with the revised price. I hope this helps.