NEFENDT10, I am having the same issue. I am on my FOURTH refurbished phone!! It is absolutely ridiculous the amount of time and effort I have given up dealing with all these phone issues! I even had one Verizon phone tech tell me that I made a "poor investment when I chose the LG4". Can you believe it? ! ? I am sick and tired of this mess. They offered to send out a LG5 and then when I called back to get it, "nope, it is no longer an option. We will send out ANOTHER LG4". So it comes, try reloading everything AGAIN for the umpteenth time on this new device and now I have a screen overlay problem and can't use my phone like I should be able to . . .