Red Pocket Mobile

We apologize for the inconvenience.  A total of $89.97 has been refunded on your account for the  following order numbers, 1[redacted] 1[redacted], 1[redacted].  Let us know if further assistance is needed . 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 10944482, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11464421, and find that this resolution is satisfactory to me.
Regards,
K[redacted]

Dear Tiffany,We apologize for the inconvenience.   A  free Nano SIM will be delivered
to you within 5-7 business days . Let us know once you already receive 
the new SIM and we would  be glad to process a SIM swap for you. Your
service will be...

extended  once the SIM swap has been completed. Also, a refund has  been processed for Order :13[redacted]598. We are here for you! Sincerely,Red Pocket Mobile

We understand your concern.  A refund can't be processed without properly reviewing the accounts. Kindly provide the information that we need and we would be glad to assist you. Please send us the 11 phone numbers that you activated with Red Pocket Mobile. Thank you for your patience. Sincerely,Red Pocket Mobile

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

Complaint: 10566093
I am rejecting this response because:
firstly, have been called by two different manage from Red Pocket mobile, who told me that there is no high usage nor over usage on my account, I was made known that I have an unlimited account, which includes calls and text message, and 500MB  of data, have been on this same service for close to a year, and I have never made use of my data due to the type of phone I was using.
  my march bill was paid on the 19th. and I switch over to a cell phone that allow me to make use of data internet service, few days later my account was closed.
Regards,
[redacted]

Complaint: 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10346015, and find that this resolution is satisfactory to me.
Regards, [redacted]

Red Pocket Mobile is very unprofessional. The service is poor and the customer services is horrible. The representatives do not listen and talk over the customer. I asked to speak to a supervisor with two different representatives and both would not transfer me to a supervisor. I was first left on hold for a long time and secondly the call mysteriously dropped. They clearly do not care about customer satisfaction. I am about to drop them the same way they dropped my call.

[redacted],
 
After investigating your case further and reviewing your postings on
Facebook, it appears that you are sending bulk messages en masse,
which is not a permitted use of our service. This activity is repeatedly 
triggering our fraud prevention mechanisms. Sending bulk messages 
in this manner is a violation of our Terms of Service, and may have an 
adverse impact on our network resources.
 
Please review our Terms of Service at:
http://goredpocket.com/terms_and_conditions. Please note in particular
from our Terms of Service:
 
B. UNLIMITED Text Services. UNLIMITED DOES NOT MEAN UNREASONABLE USE.
UNLIMITED text services are provided solely for live messaging
purposes between two individuals...If Red Pocket finds that you are
using an UNLIMITED text service offering for anything other than live
messaging purposes between two individuals, Red Pocket may at its
option terminate your service or change your plan to one with no
UNLIMITED usage  components...Red Pocket(tm) reserves the right to deny
or terminate Service, without notice, to anyone Red Pocket(tm) believes
is using Red Pocket Mobile(tm) 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. Red Pocket(tm) will presume
you are engaging in a prohibited use in violation of these Terms of
Use if in Red Pocket's sole opinion, you are placing an abnormally
high number of text messages, or if your talk, text or Mobile Web
usage is harmful or disruptive to the Carrier's network or services.
If we determine, at our sole discretion, that you are using Red Pocket
Mobile(tm) service in violation of the Red Pocket Terms of Use, or in any
other manner that we deem to be unreasonable or excessive, then we may
terminate and/or block individual messages, decline to renew your
service, and/or offer you a different service plan with no unlimited
usage component.
 
Please cease your bulk messaging activities and comply with our Terms
of Service. Should we wish to port your number to another service
provider, we would be happy to assist you in that process.
 
Regards,
 
Red Pocket Mobile

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

Complaint: 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.
  I feel like I am going round a circle without the solution.  From what I see here is , just an analogy:: Tmobile is the big building and Red Pocket rented the one of the floor in that Tmobile building. My number is locked in a box by Red Pocket and is in that floor of the building rented by Tmobile. As now because of some issue Red Pocket is not allowed in that building. My number is not accessible. So Tmobile and Red Pocket needs to work on getting my number back.
Please help me. 
   Thank you.
Regards,
A[redacted]

normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; display: inline !important; float: none; background-color: rgb(255, 255, 255);">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
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Thank you for providing the correct phone number. We've checked and reviewed your account  and we can see that it has been fixed. The account was refilled since February 6, 2015 and will expire on  March 08, 2015.  We have adjusted the airtime expiration date and added 2  more days as a courtesy. The account is now good until March 10, 2015. Let us know  if further assistance is needed. Sincerely,RED POCKET MOBILE

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

Dear S[redacted],We totally understand  your concern. Your account  is set to  renew on February 14, 2016.  We will monitor your account so that those issues won't happen again.Thank you for your patience. Sincerely,Red Pocket Mobile

Dear [redacted],
We apologize for the inconvenience. We found  the 
declined payments on our system that were  processed on June 23 &
24,2014. Transactions were declined due to an address or ZIP code
mismatch with the address on file with the card issuing bank...

based on
the settings in the Merchant Interface.Please note that the security
features on our website is for your protection.
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.  In 
addition, we would be glad to give you  5 days  unlimited service  to compensate
the days that  you were unable to use your phone.
Sincerely,
Red Pocket Mobile