ComplaintsforRed Pocket Mobile

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 16, 2024 I purchased an Unlocked Iphone 16 from the RedPocket website. On September 25, 2024, I received a locked Iphone 16 from RedPocket. I contacted Redpocket customer support via email regarding the issue with receiving a locked Iphone 16 instead of an unlocked Phone. Their response was that I needed to pay $50 to have the phone unlocked. I followed up on September 27, 2024, and phoned a RedPocket customer service rep and was told I needed to pay $50 to have the Iphone 16 unlocked. I ordered, and the receipt clearly shows that I ordered an Unlocked Teal Iphone 16. This is very deceptive for RedPocket to advertise and sell an unlocked phone for it to be locked and have to pay additional money to have it unlocked. No where on their website, or any disclosure, does it say that I need to $50 to unlocked my Iphone 16 that was purchased as unlocked.

  

  Business response

  10/07/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  Upon reviewing the customer's account, on 09/16/2024 the customer purchased an Apple iPhone 16 (Unlocked), Color: Teal, with 128GB of storage for the amount of $822.03 under order number E*********4.

  On 10/02/2024, the customer contacted our support team, stating that the device they purchased was not unlocked. The agent escalated the matter and created a ticket for further investigation.

  As part of our commitment to providing the best experience for our customers, and as a courtesy due to a system error, we are unlocking the customer's device.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.

  
  

  Customer response

  10/08/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22351660, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new iPhone 13 - 512 GB from Red Pocket. The phone arrived on 09/18/24. I opened the package and tried to switch it on. Despite all the troubleshooting, by myself, and then with help from Red Pocket customer service, I was unable to switch it on. I have multiple chats and phone calls with Red Pocket customer service. They accepted that the phone is defective and needs to be replaced. But instead of returning/replacing, they keep advising me to take it to the manufacturer, Apple. And use their warranty. I expect Red Pocket to take responsibility of the merchandise they sold and return/replace the defective item.

  

  Business response

  10/01/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  Upon reviewing the customer's account, On 09/15/2024 the customer purchased an Apple iPhone 13 (Locked) in Starlight with 512GB of storage for a total amount of $700.98 under order number E*********8. The device was received on 09/18/2024, and on the same day, the customer contacted our support team to inform us that the device they received would not turn on.
  The customer was advised to visit an Apple Store to have the device checked; however, they live far away from an Apple Store. We then advised the customer to return the device to us and provided a return label. On September 30, 2024, the device was returned to our warehouse, and we processed a full refund of $700.98.

  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.

  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I have a phone number, ###-###-####, which was previously with Red Pocket Mobile. Recently, I transferred this number to another carrier, but Red Pocket still has my payment card information stored. They are not allowing me to remove the credit card from my online account. This poses a potential privacy risk if they continue to retain my payment information in their system. Can you assist me in requesting that they remove the payment card information from my account since I no longer have services with Red Pocket?

  

  Business response

  09/17/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  Upon reviewing the customer's account, we found that the account ending in 2333 has already been closed, and the number was ported out. We understand that the customer wishes to remove their credit card information online.
  We have successfully removed the credit card ending in 1004 from our system. Rest assured, they will not be charged in the future.
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

  Customer response

  09/17/2024

  
  Complaint: 22263552
  
  I am rejecting this response because: It appears that the payment card (ending in 1004) is still stored in their system. When the cardholder attempted to use it for a payment in RedPocket, an error occurred, please check the attachment. Please remove the credit card from your system, do not violate the rules of PCI-DSS.
  
  Regards,
  
  N* **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  09/24/2024

  We apologize for any inconvenience caused by our initial response not being accepted by the customer. We have permanently removed the payment method and the customer’s account ending in 2333 online. They can check this through their online account at Redpocket.com. Rest assured, the customer will no longer be charged from this account.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I transacted on March 03, 2024, for a Red Pocket Prepaid Plan for 360-day mobile service, which I planned to use in September this year. The purchase page did not mention the duration of the activation code. The terms and activation PIN are hidden in the email that was sent out on the following week of purchase, which seems like a customer review and advertising email with other non-code-related contents included. It is automatically recognized as junk mail by Microsoft Office. The terms were not clearly written on the info page and at the time of purchase, and they only reminded once in the email mentioned above. After contacting Red Pocket again on Sept. 4th, they are not offering a solution but only providing a minor discount on the next purchase. This is not a fair solution throughout. I hope BBB can help me file this complaint and get back a usable activation code to continue the service. Additionally, my phone number and relevant service are not working and I am waiting to use the Red Pocket service, if possible. My email works and I will respond frequently.

  

  Business response

  09/11/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  We understand that the customer has requested a refund or replacement for their Annual Unlimited Everything GSMA 10GB (GSMT & CDMA GB) plan purchased from eBay and was unable to activate the plan due to the code being expired. We have escalated this matter for further investigation and resolution.
  
  As a courtesy, we have generated a new code for the same plan that the customer purchased from eBay. Here is the replacement code: 553*********09. Please make sure to activate the code as soon as possible to avoid it expiring.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Apparently this company placed a new policy into effect without testing its functionality. They now require a single form of payment for every line of service a customer has. I complied with this requirement but their system is not accepting my payment. I've spent almost four hours on chat and two hours on the phone trying to get this resolved. The phone rep told me he had resolved it, but I found out later that it was not. Each of the chat reps has told me they escalated my concerns and that I would receive an email within 24-48 hours. Each of those 24-48 hours have long since passed. The only emails I've received have been automated emails telling me that my payment was not accepted.

  

  Business response

  09/09/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  Upon reviewing the customer's account, on 08/31/2024 the customer contacted the support team via chat to report that their online payment would not go through. The assisting agent provided all troubleshooting steps; however, the payment still would not register online. The agent then created a ticket for escalation to investigate further.
  
  On 09/01/2024, the customer reached out to the support team via chat to request their account number and PIN, as they planned to port out their number ending in 3182. The assisting agent also sent a follow-up request regarding the customer's payment issue.
  
  On 09/04/2024, the customer's number ending in 3182 was successfully ported out as requested.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Spend 4 hours on the phone and online and asked them to release my phone number to another mobile company. Still no luck so far. Customer service keeps saying they did not receive the correct request number during a three-way conference call with a new carrier.

  

  Business response

  08/26/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.

  
  Upon reviewing the customer's account, on 08/16/2024 the customer requested to port out their number ending in 6165 to another service provider. We provided the customer with their port-out details.
  Later that same day, the customer contacted our support via phone to inform us that their new service provider had sent a port request, but it was not appearing on our end. The assisting agent conducted a three-way call with the customer and the new service provider, advising them to delete the old request and submit a new one so we could release the number. The customer sent multiple port-out requests; however, their requests were incorrect.

  
  On 08/20/2024, one of our managers reached out to the customer via phone and informed them about their multiple port-out requests and that we couldn't manually release the number because the request was incorrect. We advised the customer to contact their new service provider to resubmit a new request and ensured that the correct information was provided.

  
  If the customer has submitted their port-out request and wants to follow up, please contact our support team at [email protected] with 'BBB # 22155826’ as the subject line, and one of our agents will assist.

  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns

  

  Business response

  08/26/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.

  
  Upon reviewing the customer's account, on 08/16/2024 the customer requested to port out their number ending in 6165 to another service provider. We provided the customer with their port-out details.
  Later that same day, the customer contacted our support via phone to inform us that their new service provider had sent a port request, but it was not appearing on our end. The assisting agent conducted a three-way call with the customer and the new service provider, advising them to delete the old request and submit a new one so we could release the number. The customer sent multiple port-out requests; however, their requests were incorrect.

  
  On 08/20/2024, one of our managers reached out to the customer via phone and informed them about their multiple port-out requests and that we couldn't manually release the number because the request was incorrect. We advised the customer to contact their new service provider to resubmit a new request and ensured that the correct information was provided.

  
  If the customer has submitted their port-out request and wants to follow up, please contact our support team at [email protected] with 'BBB # 22155826’ as the subject line, and one of our agents will assist.

  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns

  Customer response

  08/26/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22155826. After spending 10 hours and multiple conference calls with both RedPocket and Infimobile, RedPocket has finally released my phone number.

  
  During the conference calls, both RedPocket and Infimobile blamed each other for the incorrect information, which was frustrating as a customer.

  
  I appreciate the BBB's intervention in resolving the issue.

  
  
  Regards,
  
  F**** **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello BBB team, I had a cousin visiting the US as a visitor, and wanted to have local cellular service. Since I'm a US resident, I was able to use my credit card and get them a month of service with Red Pocket Mobile (###-###-####). Transaction date was 2023-07-21. It was supposed to be not on Autopay, which I had already confirmed with their Chat representatives. Later within couple of weeks, my cousin found out her Dad in her home country had deceased, and she had to cut short her vacation and leave the US immediately. Since she had left and never came back to the US. this service was no longer being used and I assumed the service was canceled. (I do see an entry in the transaction history of this account for Aug 2nd 2023 - "Subscription /*********6/ / USD has been cancelled.") Fast forward to May 2024, I noticed my credit card was being charged every month with approximately $41-$42, at which point I called Red Pocket and explained them. They even pulled up the usage (voice calls, data usage, text), and there was no usage after they left the US. The only usage was couple of text messages, which was mostly automated messages they received. They never texted, used internet or made voice calls, since they were no longer using this service. Red Pocket agreed to refund the May charges, but they wouldn't for all the previous months. That is $370 charge for service that wasn't even being used, and especially considering that this was an exceptional scenario where someone had lost a family member. I have tried resolving this with Red Pocket, and they wouldn't budge. I explained that I'm willing to pay if there was genuine usage of the service, which there isn't. I'm reaching out to BBB in hopes that they can assist with this, and help me the full refund for the months (Aug 23 - Apr 24) of services that were never used, and should not have been charged to begin with. Thank you, P*****

  

  Business response

  08/06/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  Upon reviewing the customer's account, on May 24, 2024 the customer reached out to our support team via chat to request a refund for the past nine months of service and to cancel the account ending in 7946, as their friend who was using the device has already left the States and is no longer using the service. The customer was informed by the assisting agent that we can only provide a refund for the recent charge, as the account has usage on it.
  
  As per our Terms and Conditions, which state: "H. No Refunds for Your Cancellation of Service or Product Order. Red Pocket Mobile offers prepaid, non-refundable service only."
  
  Our terms and conditions can be found here:
  ****************
  
  On May 19, 2024, the charge under order number E*********5 was refunded per the customer's request. However, on June 6, 2024, the customer filed a dispute under order number E*********5 for the amount of $41.00. According to our standard protocol, customer accounts are suspended when a dispute is initiated against our company through their financial institution.
  
  As per our records, the account ending in 7946 was successfully canceled per the customer's request.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

  Customer response

  08/07/2024

  
  
  Complaint: 22059457
  
  I am rejecting this response because: I appreciate BBB assistance and Red Pockets response. But I reject their claim that there was real usage on the account. See the attached the usage report I received from their agent. The whole purpose for getting their service was to use the data service (internet). If you see the attachment, there are 3 sheets. The data sheet shows no usage after 2023-08-08, right around the time my friend left the country. If you check the Voice and SMS, most of them are type = Terminating SMS. None of these were sent by my friends. I don't have access to see the content of these SMS (I'm guessing Red Pocket can), but I'm very positive these are either system generated automated messages or calls or SPAM that all of us get all the time. You can check my friends number was always in the Called Number column, they never made any outgoing calls, which suggests they were never using the service, as claimed by Red Pocket.

  Few additional points. Since my friend had left the country, they would have required international roaming activated on this line to use the service, which as confirmed by their agent, was never active. So, there's no way they should have been able to use the service as Red pocket claims. And the fact, that the recurring subscription was cancelled on 08/02/2028 as it was duly noted in the account history.
  

  To be honest, I don't mind paying if there was genuine usage. But I don't see why you wouldn't refund, even in good faith, especially after I provided you with all this evidence of no real usage from my friend and more importantly, the scenario in which this has happened. I recommended your service to my friends, and this is how you chose to repay that. There are several occurrences where other service providers have refunded consumers for accidental usage of services, like thousands of $$. I'm not asking or begging for any favor or courtesy, it just doesn't seem right to charge me for all these months that we didn't use the service.

  Regards,

  P***** ******

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  08/13/2024

  We apologize that our initial response was not accepted by the customer and for any inconvenience. Per our terms and conditions, we can only provide a refund for the most recent charge, and since the account has usage on it, we cannot provide additional refunds. However, as a courtesy, we have provided a full refund for the months of April and March, totaling $83.00. We are refunding both orders, but please note that we will not be able to issue any further refunds.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Red Pocket SIM from Walmart and that same day I attempted to purchase a plan on their website only to get an "Internal server error". Over the next three days I attempted to resolve my issue with their phone and chat service, but was told on the first day, it will be fixed. Was told on second day to give them 24 hours and try again. On third day, I was told that the card is old and that I need to purchase another one, which was the reason for the error. I explained I just purchased the SIM and have the receipt. I refused to buy another card for obvious reasons and asked for a free replacement, but they responded "we cannot simply send a replacement for an error, the card is old". They said their "Higher Support" confirmed I had to purchase a pre-loaded card. Walmart's website says the purchase is non-refundable, so it appears I bought a worthless SIM card for $4.88. Red Pocket's response to my issue was anything but customer service.

  

  Business response

  08/01/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  The customer purchased a SIM card at Walmart that ends with 9306 and tried to activate it on 07/23/2024. However, the activation was not successful because the customer kept getting an error. The customer reached out to our support team the same day to inform us. The assisting agent helped the customer with activating the SIM card, but it was still not successful. The agent then escalated the matter and created a ticket for further review.
  
  If the customer want to follow up with their escalation, please contact our support team at [email protected] with 'BBB # 22046838’ as the subject line, and one of our agents will assist.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought an iPhone 13 from RedPocket which promises a $200 rebate after 3 autopay. I have completed this requirement. RedPocket sent me a link to request a $200 rebate card. I followed the instruction to submit the request. I was told that I would receive an email about the account information to access the rebate card in 1-5 days, but I never received any emails. This makes me unable to obtain the $200 rebate card. I have contacted RedPocket customer service 3 times. Each time they said they have escalated this to the virtual incentives team and promised that I would receive the card in 1-2 days. But I never received anything. This is outright customer deception. I have given RedPocket more than enough good faith to resolve this issue in a reasonable time frame. My chat transcripts for the last two chats are uploaded as supporting documents. Here's my account and rebate information. Rebate Code: 00********71 Rebate Amount: $200 Order Number: E*********5

  

  Business response

  07/11/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  Upon reviewing the customer's account, on 07/01/2024, the customer reached out to support via chat to inform us that they haven’t received the rebate from their device purchase under order number E*********5. The purchase was made on 02/29/2024 for an Apple iPhone 13 (Locked), Color: Starlight, Storage: 128GB, with a 30 Day-Unlimited Everything + 5GB high speeds plan that includes a discount of $200.00 and a $200 rebate after 3 months. The agent then escalated the matter and created a ticket for further review.
  
  On 07/08/2024, we sent an email to the customer with their rebate code, which they have already viewed but haven’t fully redeemed from the link provided. We advised the customer to follow through with the process on how to redeem the rebate code. For additional information about the rebate, they may view this link: ****************
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Red Pocket is my cellular service provider. I upgraded my phone through them by purchasing an iPhone 15 Plus. On Saturday, June 15th, they transferred service from my old phone to my new phone. However, I have been unable to make phone calls since then. I literally spent six hours online Saturday afternoon chatting with a representative who tried to trouble shoot my phone. (The transcript is 40 pages long). Then I spoke to a manager that evening. She told me it could take 24 to 48 hours for them to resolve the problem. I followed up 24 hours later and the manager told me to I needed to wait another 24 hours. Then I follow up again after this 24 hours is up (tonight 6/17) and she tells me I need to wait another 24 hours. I also asked her several days ago to reinstate service to my old phone and that I would return the new phone since it is not working. She told me I could not return it because I had used it! I suspect no one is doing anything to solve this problem. I feel like they are stringing me along for kicks because I had stayed in the chat for six hours pushing for resolution. I ask that they refund my money in full AND reinstate service to my old phone. I believe I have been more than patient. I've had to put off a trip because I can't drive my car for fear of getting in an accident or breaking down on the side of the road without my phone. I've not been able to get in touch with my Doctor on important medical issue as the patient portal messages are not responded to for a week, or sometimes not at all. This has caused me an unbelievable amount of stress and suffering.

  

  Business response

  06/24/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  Upon reviewing the customer's account, on 06/17/2024, the customer reached out to our support team via email to inform us that their service was not working. The assisting agent provided all the troubleshooting steps; however, the issue persisted. The agent then escalated the matter and created a ticket for further review.
  
  On 06/19/2024, we emailed the customer stating that we are still escalating this matter and provided a turnaround time of 72 hours as Verizon was still investigating the cause.
  
  On 06/21/2024, the customer contacted us via email and informed us that the microphone had stopped working. The customer requested a replacement iPhone. We explained to the customer that the device was shipped sealed and not opened but does come with a 1-year warranty. We advised the customer to contact Apple for assistance regarding the defective device.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

  Customer response

  06/25/2024

  
  Complaint: 21864068
  
  I am rejecting this response because I am still unable to make phone calls.  The microphone was not the issue which you would see if you were to read through the 33 emails back and forth with Mary Cris.    It has now been 11 days and you have still not been able to resolve the service issue which is why I believe the problem lies in the phone and wish to return it.  

  Your summary above is terribly incorrect and misleading which I suspect you've done to save face with those who might read this complaint.
  

  I purchased this upgraded phone as part of my cellular service with you based on your representation that my service would continue uninterrupted upon my payment for and receipt of this phone.  I entered into this transaction in good faith by completing the purchase and paying for the phone. and by working with you and your representatives.   Despite my good faith and best efforts, as evidenced by 6 hours of chatting resulting in 40 plus transcript pages and 33 emails to Mary Cris, a manager at Red Pocket who has not responded to some of these emails, you were unable to bring the phone into operating condition.  At this point, I have now been without a properly working phone for ELEVEN (11) DAYS, and, despite daily requests from me, you still have not provided an estimate as to when (or if) my service will be restored. In short, I did my part, but Red Pocket simply failed to deliver.
  
  At this point, I plan to return this phone because it does not work–I cannot (and never have been able to) make calls on the phone.   You have failed to fulfill your part of this transaction, and, after 11 days without service, I plan to move forward to acquire a new carrier and phone.
  
  
  K** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  07/01/2024

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  Upon reviewing the customer's account, on 06/17/2024, the customer reached out to our support team via email to inform us that their service was not working. The assisting agent provided all the troubleshooting steps; however, the issue persisted. The agent then escalated the matter and created a ticket for further review.
  
  On 06/19/2024, we emailed the customer stating that we are still escalating this matter and provided a turnaround time of 72 hours as Verizon was still investigating the cause.
  
  On 06/21/2024, the customer contacted us via email and informed us that the microphone had stopped working. The customer requested a replacement iPhone. We explained to the customer that the device was shipped sealed and not opened but does come with a 1-year warranty. We advised the customer to contact Apple for assistance regarding the defective device.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩