Red Pocket Mobile

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10107846. 
  
I accept the business's response to resolve this complaint, ONLY IF I CAN GET THE FREE 15 DAYS STARTING IN A MONTH WHEN I RUN OUT OF MINUTES ON WHAT I HAVE RECENTLY PURCHACED ELSEWHERE.  THANK YOU.
Reguards,
[redacted]

Dear Angelique,We apologize for the inconvenience.  Please provide your mobile number and the order number that you wish to refund so that we can check.  We are here for you!. Sincerely,Red Pocket Mobile

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10409607, and find that this resolution is satisfactory to me. I have also received adequate proof (by email) that my contract has been extended as of their promise. I would like to close the complaint at this time.
Regards, [redacted]

Dear [redacted], We've checked  your Red Pocket Mobile account ###-###-#### and it shows that you were able to use the  data service that you paid for . Your data only  plan for $30
(Unlimited Mobile...

Internet) clearly denotes that after 3GB  of data
usages speed will be reduced for the remainder of billing cycle. You may
visit our website  at  http://goredpocket.com/plans#gsmt.  Description of each plan  that we are offering are clearly indicated on our website.3GB
high speed data has been added on your account. Please note that after
you consume that you'll start getting slower speed again until you
finish the  current billing cycle. Per our terms of service, http://goredpocket.com/terms_and_conditions,
Red Pocket™ reserves the right to cancel or deactivate service, and/or
reduce data throughput, without notice, in order to protect the
Carrier’s network from harm due to any cause including, without
limitation, the excessive and/or improper use of Red Pocket service. Red
Pocket™ reserves the right to limit or reduce data throughput speeds or
the amount of data transferred, block particular websites, and to deny
or terminate Service,without notice, to anyone Red Pocket™ believes is
using Red Pocket Mobile™ service in any manner prohibited above or whose
usage, in Red Pocket’s sole discretion, adversely impacts the Carrier’s
network or customer service levels.Sincerely,Red Pocket Mobile

Dear J[redacted],
 
Thank you fro bringing this to our attention! Upon checking the status of your order, it seems to have been lost in transit.  We apologize for any inconveniences this may have caused. 
 
We are reshipping the order to you...

and adding an additional 512 MB of data for the trouble. We have requested the order to be shipped overnight to you shipping address: 3[redacted] Shady 
[redacted]. Olive Branch, Mississippi, 38654 United States.
 
Again we apologize and should you need any assistance, please feel free to contact Customer Service at ###-###-####. We are here for you!
 
Sincerely,
 
Red Pocket Mobile

Dear S[redacted],We apologize for the inconvenience. Your payment
with this order # 1[redacted] has been refunded.  Kindly check and verify
with your bank . Your feedback regarding your experience will
definitely help us improve our customer service.  Let us know if further...

assistance is needed.  We are here for you!. Sincerely,Red Pocket Mobile

If I could give negative stars for my satisfaction rating I would. Worst service ever! I used this service for my daughter's phone. I realized today that her phone was shut off (not even 24 hours). I refilled the account online through the website and received a confirmation email. She still could not make any calls or send any texts. I've been on the phone with customer service for almost 3 hours and I've talked to 3 different people (one hung up on me). The problem still isn't resolved. I spent $20 for this refill and I bought the SIM card last month. It's ridiculous that no one is helping resolve the issue! This is the last time I do business with this company.

Review: On 5/13/2015 I tried to refill my prepaid 4G SIM card. After ordering online and paying for the refill the phone number I provided was checked for validity and approved. After a few hours the data on my phone was still not working. After I contacted the service desk via live chat about this I was told that my SIM card was deactivated because of inactivity for more than 60 days and that reactivation was not longer possible. I was offered a refund for the refill but not for the purchase price of the SIM card. No explanation was given as of why the SIM card was deactivated or the fact that the SIM card was inactive for less than 60 days. I was offered a new SIM card free of charge but that had to be send out by mail. I asked if it was possible to express or overnight the card because I needed the data on my phone within 2 days. Red pocket was willing to do that but wouldn't cover the extra shipping cost. I decided to stop doing business with Red pocket. I asked for the refund of the refill but they kept refusing refund of the SIM card. No explanation of excuse was giving for deactivating the card and not be able to reactivate it.Desired Settlement: I want a full refund for the purchase price of the SIM card. $9.99It was Red Pocket's decision to deactivate my SIM card before 60 days of inactivity. The 60 day rule is never communicated to me and there was never a warning by email or text or any other media that my account would be deactivated. When I purchased the SIM card I also ordered an auto-refill option to make sure my SIM card would automatically be refilled every month. This never worked. My card was never automatically refilled.

Business

Response:

Dear R[redacted],We

apologize for the inconvenience. Your order# 1[redacted] has been

refunded. Please note that order #1[redacted] is for your SIM card which

was purchased and used since October 2014 making it not eligible for

refund. Unfortunately that account was canceled due to non refill and

can't be restored anymore. What we can do for you is send you a new SIM

free of charge. Let us know your shipping address and the size of SIM

that you need.Per our terms of service, to ensure uninterrupted service, you are required to recharge your account at least once every 30 days. Your account will be canceled if there is no usage (billable or non-billable) or if the balance remains as $0 for 30 consecutive days or more. Feel free to visit; http://goredpocket.com/terms_and_conditions.Sincerely,Red Pocket Mobile

Consumer

Response:

Review: 10624017

I am rejecting this response because:When I was on a live chat with the companies customer service I was told that accounts are canceled after 60 days and now I am told that it is 30 days. This constant inconsistency is what keeps troubling this company. For instance, my wife has also prepaid data service from this company. She refilled her data in time but got a text message the next day saying that here data would expire in 7 days. However a few minutes after that she got a message that here data was going to expirein 1 day. I experienced the same text message procedure in the past. I understand that Red Pocket will close your account after a certain amount of time of inactivity. Other providers do the same, but they allow you to reactivate that account again. I cannot understand why Red Pocket does not allow that and why they don't send a text message as a warning a few days before they do close your account. Anyhow I think I deserve a refund of the purchase price of the SIM card because I made an honest effort to have the card refilled on time by ordering an Auto-Refill plan. The first month after I ordered it, Red Pocket toke money from my account but didn't refill my data. I had to inform the service desk and spent some time with them to get my acount replenished. The month after that nothing happened. I had to contact the service desk every month because of problems about the refill. At last I got a little bit tired of it, So I got sloppy with the refill also because the reception in my area is really bad. I think Red Pocket sold me a not functioning product or service and is entitled to refund me the price of their SIM card. But if they promise to reactivate my SIM card and fix the auto-refill plan I maybe willing to give them another try. However after I used google to find out about experiences from other customers I am not very hopeful. I think Revdex.com should reconsider the rating of this company.

Regards,

R[redacted]

Business

Response:

Dear R[redacted],Upon carefully checking your account, we

found out that you are not really registered on auto refill. There were

no double charges from previous months even if you are processing one

timepayment on a monthly basis . The email confirmation that you

received way back on November for Order # 1[redacted] was an error and

should just state a one time refill instead of auto refill

confirmation. We apologize for the inconvenience and would process a

refund for your SIM card (Order# 1[redacted] ). Sincerely,Red Pocket Mobile

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10624017, and find that this resolution is satisfactory to me.

Regards,

R[redacted]

Review: I paid for service it didn't work so I went into the account info it asked again for money so I paid twice now my cell is still not working. I keep calling customer service and gotten hung up 3x followed their instuctions exactly for 4 hours and counting....Desired Settlement: phone should work after paying twice

Business

Response:

Dear S[redacted],We apologize for the inconvenience. Your account has been fixed since Nov.23, 2015. Also, please note that your plan is only $29.99 so the two orders should be $59.98 only and not $100. This order 130[redacted]204 has been applied to your account while the second order 130[redacted]2176 will be refunded. Let us know if further assistance is needed. We are here for you!Sincerely, Red Pocket Mobile

Review: I had the redpocket 1 GB, 4 G plan, without any notice they discontinued the plan and did not want to refund the 10 $ simcard I bought for it, or the 10 $ plan from which I only used 13 MB of the 1 GB plan.Desired Settlement: Refund of the 10 $ simcard and the 10 $ 1 GB plan.

Business

Response:

Dear Angelique,We apologize for the inconvenience. Please provide your mobile number and the order number that you wish to refund so that we can check. We are here for you!. Sincerely,Red Pocket Mobile

Consumer

Response:

Review: 10664346

I am rejecting this response because: as requested my phone number is 623-570-5951 and my last order number is 13[redacted]03. I would like to be refunded for the 10$ simcard since I can not use it anymore for the purpose I bought it for and the service was ended abrupt in the middle of the period I paid for so I would also like to be refunded for that amount of 10$.

Regards,

A[redacted]

Business

Response:

Dear A[redacted],We apologize for the inconvenience. Order # 130[redacted]03 ($10.00) for your refill has been refunded. Please provide a PayPal account or email address in order for us to process a courtesy refund for your SIM as this was purchased way back in October 2014.Please note that your number is still active with us on the GSMA network. We don't have a data only plan with GSMA but we have great plans that you can choose from. Also, you’ll get better network coverage! We just need your shipping address and we would be glad to send your free SIM.Sincerely, Red Pocket Mobile

Consumer

Response:

Review: 10664346

I am rejecting this response because: email address needed to be provided on request angelique [email protected]

Regards,

A[redacted]

Review: The customer services of Red Pocket Mobile has pushed my family to the point of considering different options. The issue; now, we made an attempt to activated a phone using red pocket mobile as our carrier and unfortunately we were issued the wrong plan. On October 25, 2015, (the very next day) my first call was placed to customers at 10 am. Mountain time. I spent 45 minutes on the phone trying to justify the error that occur on their part. I asked to speak with their immediate supervisor and was placed on hold for an additional 15 minutes, and shortly thereafter was hung up on. My second call to customer service was placed at 10:50 am. Mountain time and I spoke with M[redacted], rep #1605 which lasted approximately an hour. The beginning of the conversation seemed like the issue might be resolved, but that was not the case. I repeatedly explained that I was given the wrong plan and that I would like to pay more money to receive a different plan. The response that I was given was "we do not give refunds nor can you pay the difference to get the service you desire". I asked if these calls are recorded for quality purposes, and I was told yes. I then asked to speak with a supervisor (second time) and I was again placed on a lengthy hold, only to be told that the supervisor is still on a call, and at this point, I had just discovered that they only had one supervisor on shift. Next, Rep #1605 M[redacted] then informed me that she would take my information and have the supervisor call me back. I asked for his/hers name and a time that he would be calling back, and she told me that I can not have that information, I asked for his/hers extension and was denied this as well. I told Rep # 1605 that this is a fraudulent charge because it not what I asked for and that I will be contacting my bank and their headquarters about this, and she told me that she was only following policy. I told her that his has happened before and they made the changes with no problem, and It was explained that is case by case basis.Desired Settlement: I asked for credit so that I could purchased the next higher plan and that was vehemently denied. I asked for a refund so that I could pay the additional to get the next plan and this was outside of the scope of everyone in the office or that's how it was explained to me. Now, for my inconvenience and their poor customer service, the least that they could do is offer me a refund. I did not want the situation to escalate to this point, but I was left with no choice.

Business

Response:

Dear E[redacted],We apologize for the inconvenience. As we checked, your account is currently on $29.99 plan as it was already fixed by one of our representatives on the same day this complaint was submitted. Should you need further assistance , don't hesitate to contact us. We are here for you!Sincerely,Red Pocket Mobile

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10877787, and find that this resolution is satisfactory to me. It's in my opinion, training on customer service in regards to addressing consumers needs at the appropriate time should be made one of your top priorities. I did not want to file a complaint with the Revdex.com which is the reason why I called on several different occasions. I had exhausted all options before having to use this as a venue to have my concerns addressed and I was a new customer. I hope in the future for your company's sake that you treat your customers better, otherwise you will lose business.

Regards,

E[redacted]

worst service ever.. 3 hours with cs ...could not configure my phone refused refund after already saying they would issue it...told me to DISREGARD the fact that they said they would issue it

Review: My internet. Was paid may 1st by may8th I was shut off.so I called Red pocket to see why I was shut off,They told me I would have to go to T-Mobile or stay with them, I said no because they hiking up the Hot spot prices. So they took. My information address and phone. Said they would send the refund check since I didnt have PayPal.its June 26th 2015 haven't rec nonthing so I called again June 26 2015 again I'm getting the run around said it be a few more days.I've been thru this for awhile now. I'm now with another service. I would like this resolved soon Thank you.E[redacted].Desired Settlement: My refund back like they said they would mail.

Business

Response:

Dear E[redacted],We apologize for the inconvenience. A Check number 5976, issued by Bank of America has been sent to you today. Thank you for your patience. Sincerely,Red Pocket Mobile

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10689512, and find that this resolution is satisfactory to me.

Regards,

E[redacted]

Review: False advertisement of their "unlimited talk, text, and data" plan. Being throttled after only 250mb, the connection is so poor that web pages will no longer load even when user is on "LTE."Desired Settlement: Make the stated plan "Unlimited Talk, Text, and Data truly unlimited without throttling. At least until the connection can load web pages, without error messages, such as " error: the web page could not load because the server timed out."

Business

Response:

Dear E[redacted],We apologize for the inconvenience. As we checked, your account looks good and should be working properly. Please note that $12.99 plan (7 day plan) was not falsely advertised. It wasclearly stated to include 250MB of high speed data only and the rest will be at reduced speeds. Should you need more high speed data, you may choose from our monthly plans. Let us know if you are still having issues and we would be glad to assist you. We are here for you!Sincerely,Red Pocket Mobile

Review: Red Pocket customer service told me which SIM cards I needed for my phones. When they arrived, they were wrong. I called and explained to 3 customer service reps and they all stated that I was the one that ordered the cards and they would not help to exchange them. "We have to receive the sim cards in order to give a refund". DUH. So, for the $40 worth of wrong SIM cards, they lost my business. I sent the SIM cards back via registered mail for a refund, and have yet to see the refund. If you go with Red Pocket, plan on being on hold forever and speaking with Indian or Hispanic customer service agents who argue versus serve. Glad I went with Cricket!Desired Settlement: I have contested the charge with my credit card company and have yet to reach Red Pocket by phone. I would like assistance getting the cost of the sim card sent registered mail ($4) for a total of $44.00. With 2 kids in private schools, every penny counts.

Business

Response:

Dear [redacted],Sorry to hear about that trouble . We would be

glad to process a refund for order # 1300739323 and send the correct

type of SIM card that you need. You may activate it on our website @http://goredpocket.com/activate, should you decide to try our service. Please be aware that the refund will be

send out to the same mode of payment that was used for your purchase.Sincerely,Red Pocket Mobile

Business

Response:

Dear [redacted],Sorry to hear about that trouble . We would be

glad to process a refund for order # 1300739323 and send the correct

type of SIM card that you need. You may activate it on our website @http://goredpocket.com/activate, should you decide to try our service. Please be aware that the refund will be

send out to the same mode of payment that was used for your purchase.Sincerely,Red Pocket Mobile

Review: I was attempting to pay to re-new my phone service and they told me that my billing address on my pre-paid card was different from the one I gave them and my money on my pre-paid got froze for the amount of $49.99 each time I tried to get service. which was two times, then I waited 7 days when the money un-froze and made sure the address info was accurate and it happened again for the same amount. When I demanded free service due to all the errors on their behave, they told me it was not their fault and it was my prepaid card provider,"wal-mart green dot", the billing address was not wrong and it was clearly Red Pocket's fault!Desired Settlement: I want them to get a real bad review, because at this point that I'm switched with Straight Talk through Wal-Mart and I don't wish anymore than for them to lose business due to how poorly they treated me!

Business

Response:

We do understand your concern however the amount was not charged but was on hold with your bank. When ever a purchase is made with any merchant,the amount of the purchase is separated by your bank from your available balance until the merchant collects and depending on your banks policy ,it should fall off in a few days if merchant does not collect.

Address verification is required by our system for security purposes which matches that of your bank. Should there be an information mismatch,the transaction will be declined. We apologize for any inconvenience this has caused you however the security feature is in place for your protection preventing fraudulent transactions.

Thanks,

Red Pocket Mobile

Review: I have had Red Pocket Mobile service for almost 8 months. and I have the $29.99 unlimited talk,text,mms &100mb data plan. ever since I have had their service everything works fine on the talk,text and data. but the MMS (Picture Messenging) only works for a short time and then goes off. I have the plan that gives unlimited MMS but it keeps going off and when I call the company they will turn it back on and it will work fine until I send out several MMS messages at one time then it goes out again. this has happen the whole eight months I have had their service. my phone is configured right and I have went thru the configure process different times. but my picture messaging still goes off. I have called them I know a number of times about this issue. they assure me they have my service working and I will have no future problems with it they say they will assure me everything will work fine now. they reset the mms & it goes to working fine. but as soon as I send out a few mms messages at one time it stops working again. they are rude to me they won't fix the problem I have ask to speak with supervisors and they won't let me and I was told to go to www.goredpocket.com if I wanted to speak to a higher up manager. I have done that on number of times. I still have not had them to call me or fix the issue.tonight was the first time I heard back from them and they started with the same issue over and over wants me to walk thru the process of configuring my phone and we have done that several times. and it is done right cause my phone works for a short period of time until they turn it back off. ever single time they turn it back on it works fine until I send out several mms at one time then it goes out again. and the plan I have is unlimited mms so I would like to get what I pay for. all the reps do at this place is give me the same line over, and over and over. I have ask to speak to someone in a higher position to get this taken care of and they will not let me speak to them. they just hang up on me.Desired Settlement: I want my MMS Picture messages to work without going off ever 4 or 5 days and then I have to call and go thru the whole process again. I just want the service I pay for to work. that surely is not asking for to much? I don't have the account number of my service but here is the phone number they will need that I have thru them.... ###-###-####

Business

Response:

Hi,

We apologize for the inconvenience.Your account has been checked and MMS was properly provisioned .Kindly ensure that you are not using MMS to send text messages or SMS.

We will make this right. We will monitor your account regularly to see if there are any irregularities and make sure this does not happen again. We deeply appreciate your business and your continued patience with this situation.

Sincerely,

Red Pocket Mobile

Review: The service doesn't work. Customer service doesn't help. I called over 10 times and they can't resolve the issue of being able to make calls text and use the internet. The biggest joke ever. So upset they won't even give me a refund.Desired Settlement: I want the money back for my first payment of $35

Business

Response:

Dear [redacted],

We apologize for the inconvenience.We are seeing usages on your account both incoming and outgoing for voice, sms and data. Your current plan is $ 34.99 which only gives you 300 minutes of talk and unlimited sms /web. Your 300 minutes has been consumed. Unfortunately , a refund is not possible due to the usages and also the refill was purchased from a dealer and not directly from us. Please let us know if you would like us to send a copy of your usages.

Thanks,

Red Pocket Mobile

Review: My order was placed on December 6, 2013, and as of today, January 17, 2014, the order is still stuck "In Processing." An order for a simple SIM card has taken over a month and a half and still has not been sent out or received by myself. A wait this long is uncalled for. I have spoken with Customer Service on numerous occasions, and I have been given excuse after excuse about why the SIM card hasn't been shipped, and I have also had online chat CS representatives claim to place additional orders for the SIM card, and I haven't received a single product from them.Desired Settlement: I would like a refund of the purchase amount for order 1[redacted], either that or to receive the promised SIM card with 512MB of 4G data. While I could use the extra monthly data that the SIM card offers, I have major doubts about the service that is offered so I will most likely have to use another carrier to provide my cellular data service.

Business

Response:

Dear J[redacted],

I've been a Red Pocket Mobil customer for many years (soon to be a former customer). For the last six months they have done something with their infrastructure and my service keeps getting shut off. I have paid month to month for years and when I renew my service it doesn't get renewed. They use to send me a PIN code to enter into their site for me to reactivate my minutes but they have stopped sending this code. They suggest that after I purchase my service each month that the service automatically gets renewed. Now when I pay for service I have to wait until my phone gets shut off and then I have to contact their customer service / "tech" support in order to request my phone be turned on for a service I've already paid for. I have detailed this problem with the company on 6 different occasions (at the end of each month). I have each of these chat sessions documented and refer to it with them each time. Every time they tell me it's a "glitch" and that they will let "someone" know the issue. At this point I believe it's either a lack of technical know how to solve this issue or they just simply think it's easier to apologies then to correct the problem. This just seems like a lack of respect for their customers. If Red Pocket doesn't care about me as a customer I'm taking my business to another company.