Red Pocket Mobile

Review: Red pocket said they will send a new sim card and there will be no interruption in service. I have not had service for 3 weeks now. I opened a case with the FCC. T-mobile informed me my cell phone number had been deactivated (thank you Red Pocket customer service) and that is why they cannot port my number. I still do not have service!Desired Settlement: I would like to hear the steps neede to have this resolved as well as a billing adjustment.

Business

Response:

Dear Y[redacted],We apologize for the inconvenience. An FCC ticket has been opened for you, Serve ticket#: 364**3. The port request on the system has been rejected for the reason that MDN cannot be found in the system. T-Mobile needs to reconnect the line and provide you with the appropriate information required for porting the MDN. Red Pocket no longer has the capability to port the lines for which T-Mobile is the underlying carrier.T-Mobile is the only party that is capable of making these numbers portable for customers.Sincerely,Red Pocket Mobile

Consumer

Response:

Review: 10693020

I am rejecting this response because: I was contacted by T-mobile who said they cannot port the number because it is inactive and only Red Pocket can activate it. I then contacted Red Pocket to relay this information and Red Pocket told me the number is showing "activated" in their system. Red pocket told me they would call back with more information but never did. Please work with T-mobile to resolve this before my phone number is lost.

Regards,

Y[redacted]

Business

Response:

Dear Y[redacted]We apologize for this tremendous inconvenience. T-Mobile incorrectly denied the port out of this number. T-Mobile still controls this number, and now refuses to release it; that is why we cannot activate it on our GSMA service. We are working actively with T-Mobile to secure the release of this number, which we believe they are legally obligated to do. Unfortunately, T-Mobile is not giving us the ability to access or activate your number directly. In addition to escalating this case with T-Mobile management, we have also opened an FCC complaint against T-Mobile in order to prompt their assistance in recovering the phone number. Thank you very much for your continued patience and understanding while we work diligently to resolve this problem with T-Mobile.Sincerely,Red Pocket Mobile

Review: I bought their Bring Your Own Device Starter Kit (includes a "T-mobile compatible" SIM card and $29.99 monthly plan) for $34.99 from a CVS store. I bought this product because the package of the product clearly states/advertises as T-mobile compatible. But when I tried to activate it and use it, I could not do so and it turned out that the product is not actually compatible with T-mobile as advertised, and more importantly the company is very aware of the fact yet still selling the defective products. I tried to return the defective product to the CVS store as Red Pocket Mobile recommended, and also called the CVS customer service and requested for refund but CVS could not give me any refund because they said it is a SIM card and it is not refundable.After wasting my time for a few weeks, trying to return the product to the CVS store, I called Red Pocket Mobile again and this time I got to talk to one of the managers who was extremely unprofessional and rude. The manager knew that the product was not compatible with T-mobile as clearly advertised/described on the package of the product and that they are still selling their products knowingly but he blamed everything on the CVS store (he said that CVS stores should also know that it is defective), told me to do whatever I want to do (file a complaint, etc.) and basically hung up on me. It is very unfortunate that the company is knowingly selling defective products and tries to avoid all of the liabilities.Desired Settlement: I'd like to get the full refund of $34.99 and they need to take care of all the defective products still sold at stores so the company will stop their inappropriate practice and other people do not have to go through what I went through.

Business

Response:

We apologize for the inconvenience. Kindly provide the SIMICCID number and the $29.99 refill PIN that you purchased from the store. We would be glad to process a refund if needed.Sincerely ,Red Pocket Mobile

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10804942, and find that this resolution is satisfactory to me.

Review: My intention of bringing mobile phone service to this company began 9/9/15 with a number porting authorization given to a customer service representative. I confirmed with my previous carrier that the number was authorized for release 9/10/15. Service ceased on my phone 9/10/15 from my previous carrier. When I called Red Pocket Mobile on 9/10/15 to check on the status, they told me that there is a problem and would need to move my porting phone number to a fictitious ESN within their system. Once the my phone number was moved to the fictitious ESN, they would, in turn, move the number to my telephone and subsequently open an account for me. I have called the company on several occasions at this point since my phone is still non-activated and rendered without service. Each time I call into the company phone ###-###-#### there is a connection to someone that would otherwise sound like they are not in the United States. Furthermore, when I ask for a supervisor (on 2 occasions) the person is "unavailable" and I should "leave a message". After leaving a message, the person never returns my call to a landline phone with voicemail. As I write this message on 9/16/15, the phone is still unactivated and the account is also non-existant. My number has been ported to Red Pocket Mobile and locked in thier system at this time. The fictitious ESN is 51B[redacted]76.Desired Settlement: I would very much like to bring business to Red Pocket Mobile. If we can get the phone activated, that would be very good. If not, I would want to move to a better, more service-friendly company that can use my existing CDMA phone number. That would entail the porting department of another company to contact Red Pocket Mobile for the release of my phone number.

Business

Response:

Dear L[redacted],Welcome to Red Pocket Mobile!Your number [redacted]1 has been activated since 9/16/2015. We apologize for the inconvenience and delay. Please note that 51B[redacted]76 is not a fictitious ESN . We used that ESN as part of troubleshooting the error that we encountered while processing the port. Thank you for your patience. Let us know if you need further assistance. 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 10815835, and find that this resolution is satisfactory to me.

Regards,

L[redacted]

Review: I've been a customer for awhile. I buy the 3GB unlimited plan. I use the plan for internet through my hotspot and connect to my laptop. Even though it's unlimited, what they don't tell you in big print, and is in small print, is the fact that once you go over 3GB, they throttle you and throw you on another slower server. They call it "reduced speeds". These speeds are so slow you can do absolutely nothing online. It takes me 20 minutes just to check my gmail. You cannot use 60% of websites online or upload any pics to social media without having to wait hours to do so. It's the most ridiculous thing I've ever encountered. When I ran out of 3GB's, I bought a 2nd plan, and my speeds went back to normal. Once that was used, I refilled for a 3rd time this month, and my speeds never went back to what they're suppose to be or what they always are when I give them payment.I called them numerous times. Each time I'm told they will restart the account and if I don't have the speeds, call back. When you call them, it takes forever and you're always disconnected. I've asked to speak to a supervisor 8 times. each time hung up on while waiting. Every time they disconnect the call and whenever you leave your number for one to call back, they never call you. If you email them, they blame their speeds on you, show you your useage, but what about when I was using 1GB or even lower than that? It was never the proper speed from the moment I paid them a 3rd time and they are unwilling to address it or fix it. Throttling is illegal in the USA to my knowledge. They claim they don't do it but that's exactly what they do. Instead of trying to help their customers, they try to blame things on you. I paid 2 extra times for service and if I use the useage, I'll buy new but I didn't get what I paid for the 3rd time I paid this month and I have never encountered a company who's more hell bent on NOT helping their customers and the worst company I've ever encountered period. They're scam artists as far as I'm concerned.Desired Settlement: I want them to either replace the last 3GB's I paid for with the speeds I should be able to use or I want refunded the extra 30.00 spent. I openly admit I used the 3GB's the other two times and that they worked perfectly for me, but the third time I had just as slow as speeds as before I paid them. It never worked. Either I get my 30.00 back, or they give me what I paid for. They won't let me speak to a supervisor and hang up every time I wait.

Business

Response:

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

Consumer

Response:

Review: 10457535

I am rejecting this response because: It is not the issue of reduced speeds. It is an issue of not being able to barely use the internet due to how low the speeds go. You throttle your customers, which is illegal to do, and what you claim you do not do, but I don't know how you can deny this. You even admit it in your statement. It's not reduced speeds...it's speeds in which I cannot check my email. A note comes up that my internet connection keeps me from getting into my account. It takes me 45 minutes to get onto facebook. I can do a google search, but once I do, I cannot get onto anything I click onto. I bought 3 plans of 30.00 in a 2 week period, and the last time, the speeds were never normal like the other two times. You do not state that the speeds will be reduced so immensely that you may not be able to use your service. I gave you guys 90.00 in total the entire month, and I could give less than that a month to another company, that would give high speed internet the entire month without issue or reduced speeds, but I expect that if I am paying for service, I should be able to use my service, which I clearly cannot do. No one seems to be able to fix this issue, and no one seems to want to help. Every single time I call your customer service line, I am disconnected after long hold periods...EVERY SINGLE TIME, and I have to start over again by calling and spending another hour or more on the phone to be hung up on before anything is resolved. I have asked to speak with a higher up, or supervisor numerous times, and have been told none are available...ever...anytime I call. Do you not have supervisors? I was told once that one would call me back and I provided them with my number, and never once heard back. Your ad's state, "reduced speeds for the remainder of the billing cycle," and they never state you cannot download anything, you cannot use for video or audio, as you're told when you call in and speak to someone and they do not state that it will take years to complete the simplest of tasks like check your email or social media. If you bought a package plan, and gave a company 90.00 in one month, wouldn't you expect, reduced or not, to be able to access your email, check your facebook, do a simple online search for the remainder of the month? I had a customer service agent call me the other day and claim she needed to update my device and account, which she claims she did and all of a sudden everything was working perfectly, and yet, the next day it was back to not being allowed to even get in my email, due to such low capacities, and when I called for help, no one could. I spent 4 hours total on the phone, 3 of which were very unnecessary, and only happened because the other 3 times I was hung up on after waiting on hold forever and then disconnected. This whole thing stinks, and you mislead your customers and do not provide them with the service you are suppose to give them. It's very sad, and troubling that an underdog company like yours would go out of their way to do this to their loyal customers, who would easily continue being customers if they received decent service from you. You obviously are not interested in doing this. For 90.00 in one month, I expect to be able to USE my internet, slow or not, and this just is not happening, so I will be reporting this further. You should be ashamed of yourself. And there is nothing wrong with my coverage either. Your people looked into it, and so did I. I live in downtown Brooklyn and have perfect coverage and my coverage works perfectly fine before you throttle me.

Regards,

Business

Response:

Dear [redacted]e, We're really sorry for any inconvenience. We do have options for you to choose from to enjoy Red Pocket services that will be more applicable on how you use data. You can check out our Plans page for Mobile Internet Plans or you can click on this link: http://goredpocket.com/plans#gsmt.As stated previously, we would have to protect our Carrier's network from harm "...due to any cause including, without limitation, the excessive and/or improper use of Red Pocket service" and that "Red Pocket™ reserves the right to limit or reduce data throughput speeds or the amount of data transferred,...". With the reduced speeds after using the 3GB on hi-speed, which is stated on GoRedPocket.com/Plans, you should still be able to open your desired websites.As a courtesy, we are going to work on your last refill applied to your MDN ###-###-#### and restore the fast speed until the allowed data bucket. Also, one of the supervisors will be calling you to work with you on your account.We hope that these would resolve your issues with your Red Pocket account. We are here for you!Yours sincerely, RED POCKET MOBILE

Review: Despite there data plans stating unlimited service it's not.My data serviced are constantly going out causing me to have to make multiple calls I have had multiple representatives tell me to not worry about it that it was system errors only to have another tell me I can't have any more data on my plan, I've had the plan for only 6 days but it's suppose to me a 30 day unlimited data plan. They try to state now that it's unlimited with in reason but I don't see how 6 days of Facebook is unreasonable. I am not getting the service plan that I paid for.Desired Settlement: I either want the internet service I feel I'm obligated or a refund where I can go with another company.

Business

Response:

We apologize for the inconvenience. We've check your account, MDN 40[redacted]522, ?and it shows that you still have data service. We do provide unlimited service, however,? this does not mean "unreasonable use". This is?,? virtually,? the same terms as with all prepaid wireless companies. As soon as service is accepted,? this stipulates the agreement of the compan?y'?s terms of Service located on the website at this link http://goredpocket.com/terms_and_conditions .Your refill PIN had already been? applied to the account and there were usages and charges incurred. Unfortunately, that refill is not transferrable and not valid for refund.Sincerely,Red Pocket Mobile

Review: Last month I bought a plan for my mobile and it cost me 39.99 usd. It's said this plan includes: Red Pocket UNLIMITED 30 Day RefillUNLIMITED Talk UNLIMITED Text UNLIMITED Picture & Video Messaging (MMS) * 500MB Mobile Web!NEW! FREE International Long Distance to Canada, China, Mexico*, India and the UK**.But I found I can hardly make an international phone to contact my family with this plan and I called the customer service several times (more than 5 times). One of them said they would give me a response two days later. But then ten days passes, they never contacted me. Today I called the customer service again to ask them when they will solve this problem. Their reply is very ridiculous. They apologized for the problem and said they have received many complaints from other customers and tried to fix it, but they haven't a clear schedule on when this problem will be solved. Since they can not provide the service they have promised, I asked for refunding my money (not all the cost of the plan, i.e. 39.99 USD, only the extra of 10 USD comparing to the plan without free international call to my home, i.e. 29.99, as this plan still works in contacting people in US). They declined my request and said it's a prepaid plan so they can not refund. And I said as now you have a clear idea that you can not provide the service you promised to provide, you should not make such an advertisement with false information. But they didn't do anything and just kept cheating and selling the plan. It's really a shame for a company to compete with other counterparts in such a way. It's really unfair to land loss on customers who pay for such terrible service and fail to get their money back.I hope someone can stop them cheating, especially it will be time for Chinese New Year soon, which represents a day for family reunion. So many Chinese want to talk with their family to relieve their homesickness. If they failed to get connected with their family, they would be disappointed and sad.Desired Settlement: Refund customers who have complained for this problem, apologize for their poor service including the wireless and customer service, and stop advertising with false information and misleading customers. No cheating!

Business

Response:

Dear [redacted],

Review: I ordered their phone car on December 21, and it has been more than one month past and I still haven't receive their phone card. My order number is Order #13[redacted]90, when I asked for refund they say it will take at least 3 more days, what kind of company does this? You order 1 item and its been more than an a month but still nothing ship even if they have nothing in stock they should have at least refunded automatically instead of keeping our money and doesn't bother to refund.Desired Settlement: I ordered their phone car on December 21, and it has been more than one month past and I still haven't receive their phone card. My order number is Order #1300483890, when I asked for refund they say it will take at least 3 more days, what kind of company does this? You order 1 item and its been more than an a month but still nothing ship even if they have nothing in stock they should have at least refunded automatically instead of keeping our money and doesn't bother to refund.

Business

Response:

Dear [redacted],

Review: I paid for my service plan at 7:18pm at [redacted] Westcott Street Syracuse, NY 13210 and was not given a pin number associated with my phone account with Red Pocket Mobile. On the site it claims that my service is ending date is 02/06/2015 and was deactivated at 1:00am of 02/05/2015. I had returned to the store shortly after making payment to collect the pin number for activation of my service, but they said they could not pull the pin number up for my account. I contacted Red Pocket Mobile and they told me that I need the pin number associated with my account to activate my service and told me to return to the store where I made my payment to get the pin number. I am furious at this point because I have been having troubles every month since I have been with this service. Last month while changing my phone number. The number had somehow had an error associated with the number with the providing pin which was paid on 01/02/2015 and was without service for almost a week until another customer service representative decided to give me a new number to my account and told me that it will expire on 30 days from start date which was 01/09/2015. I was deactivated 5 days early and paid for a new service pin which is not currently working due to not having the pin number. I have online snapshot of service ending date of my service plan and also receipt from store where I paid my bill if any proof is needed. I also contacted the store email address of where I paid my service about my issue. I am dealing with bad anxiety, emotional distress, anger and dealt with an argument with my girlfriend because she couldn't contact me through my number. Also raising my voice over the issue with customer service at Red Pocket Mobile has caused my upstair's neighbor to contact my property manager for probably being too loud with my complaint.Desired Settlement: Lawsuit possibly especially if I receive an eviction notice for trying to explain to the customer service representative at Red Pocket Mobile.

Business

Response:

Dear Sir/Madam,We do apologize for any inconvenience you experienced regarding your refills. We would very much like to assist you with your concern. However, please provide your Red Pocket Mobile number or SIM card number as we are unable to see ###-###-#######-###-#### from our system. You did state that you purchased the PIN from one of the stores that sells Red Pocket PINs. Were you able to verify if they had added the PIN on to your account before you left the store? Please note that Red Pocket Mobile is not liable for any lost or missing purchase or refills purchased from stores that is why it is very important that you have a copy of the PIN that you purchased for us to be able to check if it was really a Red Pocket Mobile PIN and if the said PIN was loaded onto your account. The best option for your monthly payment would be to set up a monthly auto-refill for your account which Red Pocket Customer Service would be able to assist you. You can, also, set up one on GoRedPocket.com.Please send us the information that we need as soon as possible and we would be glad to review your account. We are here for you!Yours sincerely,RED POCKET MOBILE Call

Review: I went to file for a new phone online and get a cheap phone service. When I tried to refill the transaction was declined. Twice. Of course my card statement shows it. I called twice between my card company and Red Pocket and my card company saidbthat Red Pocket requested the funds and there was a transaction ID in MasterCard's records yet Red Pocket denied it. They said they saw no such transaction. I requested to speak to a manager and they wanted a callback number. Without any active phone service I could not be called back as I was on the road. They refused to turn me over to a supervisor and insisted I get a callback number. Finally they admitted all the other supervisors were on other calls. We did not get anywhere.Desired Settlement: Refund the $40 or drop the charges on my card.

Business

Response:

Dear [redacted],

We apologize for the inconvenience. First of all, can

we please have your Red Pocket Mobile number? None of these two numbers

exist on our systems, [redacted]6 & [redacted]9.

We found 2 declined payments on our system that was processed on June

12,2014. Transaction was declined due to a card code mismatch with the

card code on file with the card issuing bank based on the settings in

the Merchant Interface. Please note that,when there is a failed

transaction, it is debited from your available balance but you would

see that it is not included in your outstanding balance or the account

balance to be paid.

There could be something waiting for approval, which would drop off

from the list of pending transactions after a while because it was

declined. We sent an authorization hold removal on your email address, [email protected].

Please send that to your bank as proof that the payment has been

declined and the funds won't be collected by Red Pocket Mobile. Let us

know if you still need assistance. 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 10092051, and find that this resolution is satisfactory to me.

Review: I had my number for more than 12 years and had my current plan with Red Pocket. a few weeks ago my phone stopped working and called red pocket to find out that they had a fall out with t mobile who's network they were using. Apparently they switched to att's network. Now I did get a text a few days before stating they were upgrading their network but no mention of my phone not working if I did not get the new sim card. After my phone stopped working I called to get it switched over to the new sim card but kept on getting the run around how they don't have my number anymore and I should call T Mobile. How is this possible I paid them for months. Their customer service is horrible and out sourced to some foreign country and there is never a supervisor or tech person available to understand whats going on. Every time I call they say they will get back to me in 24 to 48 hours which never happens. I don't think I ever spoke to a american once! In the mean time I have lost my number and know one seems to care.Desired Settlement: All I want is my phone number back

Business

Response:

Dear J[redacted],We apologize for the inconvenience. T-Mobile is the only party physically capable of recovering and releasing the phone number for portability. The port request on the system has been rejected for the reason that MDN cannot be found in the system. T-Mobile needs to reconnect the line and provide you with the appropriate information required for porting the MDN. Red Pocket no longer has the capability to port the lines for which T-Mobile is the underlying carrier. We opened this FCC complain for you, Serve ticket#: 33**42. Sincerely,Red Pocket Mobile

Consumer

Response:

Please do not close this complaint.

Review: I've been with this company going on two months. The first month was fantastic. Full bars at my house, decent call quality, fast MMS/data. That all ended about when my second month started. I used to get a full 4-5 bars inside my house. Now I normally get 1 bar. The other day it took me 45 minutes to send a 30 kilobite photo via MMS. When out and about data is abysmal or just not there at all. Granted I am a very low data user, but I do rely on email for work, so it's nice to have that info when needed. My phone is configured properly. I have tried the SIM card in 3 different phones and they all suffer from the same very poor service.I emailed them on the 12th of Nov, however they claim they never got an email. I also have posted comments on their website, and on their Facebook page. Also worth noting they have a "support chat" button on their website that doesn't go anywhere. Finally someone reached out to me, however they just want to claim nothing is wrong, and then one person said they "reset" my service. That's fine and all, but I feel as though this company has not provided the service I paid for. I requested my account closed, and a refund for this month and they refuse hiding behind a policy.I've been networking with others from Southern California who also had similar complaints on their Facebook page, and it's my opinion this is a strategy to stretch their network by degrading service and throttling users data. Very disappointed with Red Pocket.Desired Settlement: I think an amicable resolution would be to refund me this past month. It was $30.

Business

Response:

We have corresponded at great length with this customer via Facebook email to try to determine his service-related issues. Transcripts of this conversation showing our clear effort to resolve his issue appear below. Thus far, was have been unable to received any evidence of an actual problem from this customer.

Review: I bought 4 new sim cards from red pocket with its red Friday promotion sale, which each of them has free 512mb data included. After I got he product and activate one, there is 0mb data there. I call its customer service and they keep saying my sim card has no free data although I provide the detail promotion webpage on their website.Desired Settlement: refund what I paid and 1 hour talking one the phone with prepaid state call rate.

Business

Response:

Review: I switched from ATT to Red Pocket on 5/30/2015 in GSMT(TMobile underlying carrier) for 29.99/month Prepaid plan. On June 2, 2015 I received a message from Red Pocket suggesting:"[FREE MSG] Good news! Red Pocket will be upgrading your network for free! Visit GoRedPocket.com/switch or call ###-###-#### to get your free GSMA SIM card." I called the ###-###-#### and requested for the new SIM card. But I was Not told that GSMT service will be closing down. I was never informed that my number will be deactivated. In couple of days my service was down. I called customer service with the new SIM card. I have been trying for last One and half weeks to port my number. But I am being told that RedPocket is not able to activate the number because they don't have service from Tmobile/GSMT where my plan was and not able to port my number. I have been using my number for last 10 years and that is my identity. I was never informed that the service was going to go down and I was never informed of the GSMT being closed. I have been trying to request to activate or instantiate the number so that I can port back by number to my previous carrier ATT(ATT is trying to help as it is withing 30 days, but Red Pocket is not trying to assist). My number is locked in Red Pocket and I am not able to recover my number, my identity. Please help reativating the number so that I can port back to ATT. Thank you.Desired Settlement: My number is locked in Red Pocket and I am not able to recover my number, my identity. Please help reativating the number in Red Pocket so that I can port it back to ATT. Thank you.

Business

Response:

Dear A[redacted],

The port request on the system has been rejected

for the reason that MDN cannot be found in the system. T-Mobile needs to

reconnect the line and provide you with the appropriate information required

for porting the number. Red Pocket no

longer has the capability to port the lines for which T-Mobile is the

underlying carrier.

T-Mobile is the only party that is capable of

making these numbers portable for customers.

Sincerely,

Red Pocket Mobile

Consumer

Response:

Review: 10681827

I am rejecting this response because: I am a customer of Red Pocket Mobile and Red Pocket deactivated the service/number without informing me. So I would request Red Pocket Mobile to start or file a Ticket with Tmobile to resolve this issue. When I talked with Tmobile, Tmobile suggests that the number is locked by Red Pocket Mobile and Tmobile suggests that it's their policy that they don't touch the system that is under Red Pocket.

Review: Im filling this complaint against Red pocket Mobile due to closing of my account without prior notice.my service closed on the 30th of March, after which I paid my bill on the 19th of March, today 4/6/15 make it a week that have been without a service, have called the company toll free number to resolve this issues, there was no straight answer or reason why my wireless account service was closed.I was denied 3 different times from talking to a supervisor each time I requested for one, I spoke with a Ericka who did not talk to me in a well trained and professional way. 1. he use the word ABUSE. Saying I abuse the service I paid for. 2. He told me in a rude manner to go ahead and whatever I want to do when I told him I was going to take a legal action.Another person told me I can not speak with a supervisor, all this happened on Saturday 4th of April 2015.so many occasion I called and whenever I requested to speak with a supervisor they will put me on hold for more than 30 minutes and the call will finally drop.I need an explanation why I cannot speak with this company supervisorthey need to tell me the reason why my service was determined when I should be active since my bill was paid in full.Desired Settlement: I just need my service back and if they can not reactivate my account at least they should refund my money back. they told me it will only take 24 to 48 hours to get me back on, and today make it a week have been without a working phone...

Business

Response:

Dear Sir/Madam,

Review: I had an account with Red Pocket Mobile with phone number ###-###-####. I had an account with them since 4/2/13 with a monthly paid as you go plan with Unlimited Talk, Unlimited Text and 100MB of data. On 11/25/13 I made a payment for the next month of service. On 12/1/13 Red Pocket Mobile closed my account and shut off service to my phone. I contacted them using this phone number ###-###-#### talked to an individual name Hola employee# 1312. He said that I used all my texting and calling limit for the whole month in 5 days. I told them that the plan is unlimited and he said refer to terms and conditions on the website. I asked him how many text and phone calls where made in the 5 day period that caused my account to closed and He said he couldn't tell me. It seems strange to me that they closed my account at the beginning of the billing cycle instead of the end of the last billing cycle. I don't believe I should have to pay $29.99 for a month of service I did not receive.Desired Settlement: I would like $29.99 refunded for the service I did not receive.

Business

Response:

Hi,

This is the worse service I have ever had. I ordered the plan with 500 mb. I hadn't used the Internet service to this extent but they continued to tell me I did!! I told them I wanted a refund and they refused as well as refused to reset the Internet... I spoke with four agents for 30 minutes each and I was hung up on each time! The agents are not customer friendly!! Don't get me wrong some are awesome but not all! I would not recommend them to anyone !!