Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for phone services and was charged 3 times. I was refunded once and they are giving me the runaround. I never used their services because the wrong sim card was sent. Then instead of sending me the correct sim card they opened up am esim account for me when I told them my phone did not have esim capabilities. Now they refuse to refund and just give me the runaround. I have spent hours on the phone and emailing their corporate team and no resolution. EM*********3 Order #: E*********2 Order #: E*********8

  

  Business response

  01/14/2025

  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 attempted to register their eSIM and activate it. However, the eSIM did not work on their device, and they requested a refund.

  Our records show that the customer purchased an eSIM plan under order number E*********2 for a "30-Day Unlimited Everything (1GB @ High Speed)" on 12/24/2024, and another eSIM plan under order number E*********8 for the same "30-Day Unlimited Everything (1GB @ High Speed)" plan on 12/17/2024.

  The agent escalated the customer’s request and processed refunds for both orders. Order number E*********2 was refunded on 01/10/2025 for the amount of $11.69, and order number E*********8 was refunded on 12/24/2024 for the same amount.

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

  
  

  Customer response

  01/19/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22794040, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/06/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a 360 day renewal plan from the official RedPocket Ebay account. Was told earlier by RedPocket customer service (on RedPocket's Website), that delivery of the pin code will be via email within 24 hours and that there are no shipping charges. Was charged $6.05 for shipping and have not received code after 24 hours. Have attempted to contact RedPocket via ebay multiple times and the only time they responded, they said they are going to "escalate" the issue to the concerned department and didn't answer or resolve my issue. Customer service on RedPocket's website tells me that is not their problem and to contact Redpocket via ebay. I am requesting a refund in the amount of $6.05 and delivery of my renewal code via email within 48 hours. If the code can not be delivered within 48 hours, I will then request a full refund in the amount of $126.05 for false advertisement and delay of delivery of the product within the promised timeframe.

  

  Business response

  01/10/2025

  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 for their Annual Unlimited plan, which was purchased on eBay. Our records indicate that the PIN was sent to the customer's email on 01/06/2025.

  Regarding the refund request, we recommend that the customer contact eBay directly. Since the purchase was not made through the Red Pocket website, we are unable to issue a refund, as the payment was made to eBay. Therefore, we advise the customer to contact the seller on eBay to request a reimbursement.

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

  
  

  Customer response

  01/13/2025

  
  Complaint: 22769806
  
  I am rejecting this response because:
  
  Redpocket Mobile owns and operates their Ebay account and offers the service on their network. I have tried multiple times to send Redpocket Mobile a message regarding this via their ebay account but the issue remains unresolved and I still haven’t received the refund for the invalid shipping fee of $6.05

  
  Regards,
  
  R***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  01/17/2025

  We regret to learn that the customer did not accept our initial response, We understand that the customer requested a refund of the $6.05 shipping fee. However, since the plan was purchased through eBay, our third-party vendor, the customer needs to contact the seller, Red Pocket, directly on eBay to have their request processed.
  
  

  Customer response

  01/21/2025

  
  Complaint: 22769806
  
  I am rejecting this response because:

  Redpocket Mobile owns and operates their Ebay account and offers the service on their network. I have tried multiple times to send Redpocket Mobile a message regarding this via their ebay account but the issue remains unresolved and I still haven’t received the refund for the invalid shipping fee of $6.05

  
  
  Regards,
  
  R***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been in contact with RedPocket for months inquiring about a rebate for 2 iPhones purchased through them. After constant run around and being told they would email me what I needed, then repeated cutting off communications after hours of being online with customer service, I'm told the rebates are expired and cannot be reissued. When asked about one rebate that may still be eligible, I am again disconnected before getting an answer about how to become eligible for activation. Four times in one day I'd be "disconnected due to inactivity" after they placed me on hold.

  

  Business response

  01/03/2025

  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 12/27/24 the customer contacted our support team via chat to request redemption of their rebate promo for iPhone purchases under order numbers E*********1, E*********4, and E*********1.

  The assisting agent reviewed the orders and plans and escalated the matter to a supervisor. It was determined that the activation link for order E*********4, which was required to redeem the rebate, had expired on 09/24/2024 because the customer failed to redeem it. Our rebate rewards expire within six months if not redeemed. For order E*********1, the customer had already redeemed the rebate. Finally, for order E*********1, the plan associated with the purchase was invalid and not compatible with the rebate program.

  As stated in our rebate program terms and conditions, customers may change their plans; however, switching to an ineligible plan forfeits the rebate. Additionally, rebates expire after six months if not redeemed.

  For more details about the rebate program, customers can visit 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

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/25/2024 I placed an order of iPhone 16 Plus 256GB for $801.12. I received a device with storage capacity of 128GB (which is $100 cheaper than the 256GB version I ordered). I called RedPocket customer service, was told not to open the box, send pictures of the phone. On 11/30 I emailed to customer service and was told to ship back the 128GB device and they will send me the correct one (256GB). I questioned if I will receive the correct device as on their website the 256GB phone in Teal color was out of stock. I was assured that I will received the correct device once I ship back the 128GB one. After shipping back the 128GB phone I received an email on 12/6 saying the correct phone I ordered is out of stock . I explained to RedPocket that my current cell phone plan expires on 12/9, and that I need a phone by then to avoid paying for another month. I was advised by customer service to call back in 24 hours. I demanded to speak to a supervisor, was promised I would get a call from a supervisor and never did. On 12/7 I called RedPocket again, after hours on the call I was told that my order was cancelled. On the same day I received an email from RedPocket explaining that the original price I was charged was a billing error and they can not fulfill it (although they shipped this order promptly). Customer service deceived me, promising to ship the correct device, but only after they received the item back they told me that they can not ship the correct device. Upon realizing their pricing error they refused to honor the price I originally paid and instead they cancelled the order. I placed order E0049510262 on 12/7 for $951.12. This is a 128GB device due to 265GB being unavailable ($1,051.12). I request the refund of $150, in addition to the pricing difference for the 256G phone of $100. I also want the compensation of $15 additional month of cell phone service I had to pay due to this delay (support available upon request). Total refund is $150+100+15 = $265.

  

  Business response

  12/16/2024

  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 11/25/24 the customer purchased an Apple iPhone 16 Plus (Locked) in Teal with 256GB of storage for $801.12 under order number E*********8. The device was shipped and delivered on 11/27/24. However, it appears the customer received the 128GB model instead. The customer was advised to return the package for inspection and verification, as the price differed from the original amount listed on our website.

  We received the returned device on 12/06/24 and processed a full refund due to a discrepancy in the price charged at the time of purchase. Following an investigation, our IT department confirmed that the incorrect price was not displayed on our online shop page. The customer was then advised to repurchase the device online

  The customer may also check the current pricing and available iPhone options on our website: ****************

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

  
  

  Customer response

  12/17/2024

  
  
  Complaint: 22673011
  
  I am rejecting this response because:
  
  Regards,
  
  Y***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/23/2024

  We regret that the customer has not accepted our initial response. As part of our commitment to providing the best experience for our customers, we will provide a courtesy partial refund of $150 for the recent purchase under order number E0049510262. 
  Please note that the color selected by the customer is currently out of stock, and we do not have an estimated restocking date. However, the device is available in Pink. If the customer is interested in changing the color to Pink, we kindly ask them to contact our support department so we can arrange for prompt shipment of the device.
  
  
  

  Customer response

  12/24/2024

  
  
  Complaint: 22673011
  
  I am rejecting this response as of 12/24/2024 as I have not received the refund yet. Once the $150 refund is received I will be back to update. Thanks.
  
  Regards,
  
  Y***** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It should not take 8 days to PORT a number from Red Pocket to the new cellular service provider. After over a dozen calls to Red Pocket and verification of personal information, Unblocking of the Porting of the number, Providing the CORRECT Acc # and Pin # to the New Provider, Red Pocket has yet to release my cell number so that it can be Ported to the new company (even though they claim it has been). It has been 8 DAYS since I purchased my new phone and yet, no service. Every time I contact Red Pocket the same story: 20 minutes on the phone to verify me and my contact information, only to tell me the Port Block has been removed (which I did it myself online), and to tell me the Porting of the number has been released. On Thursday 12/5/24 on a lengthy call with Melissa (Cust Srvce at Red Pocket), not only did she refuse to put me thru a Supervisor, she assured me the number was released even though I was at the New Service Provider store and they couldn't get approval notice from Red Pocket. After more than 30 minutes on the call she finally agreed to ESCALATE the issue to the Porting Dept under Ticket #211169, and that a Supervisor would call me back within 24 hrs. Here we are 2 days later and NO CALL from ANY supervisor at Red Pocket. It is extremely frustrating to purchase a new cell phone and 8 days later still not be able to use it because service hasn't been transferred to the new Service Provider, because the previous service provider is holding back the porting of the number. I have reached out to them TODAY Sat 12/7/24 to let them know if I don't hear from them by end of day today, I will have my attorney contact their legal Dept by Monday morning to file a formal Legal Complaint and seek reparations for all the frustration I have endured for the last 8 days. Bottom line is: It shouldn't take 8 days to port a number - regardless of ANY or ALL situations. PERIOD!

  

  Business response

  12/10/2024

  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 11/29/2024 the customer reached out to our support team via phone to inform us that they had ported out their number ending in 6091 to a new service provider and requested that the number be manually released. The assisting agent checked the port-out status, which showed an error. The customer was advised to resubmit the port-out request.

  On 12/05/2024, the customer contacted our support team again to inquire about the status of the port-out request. It was confirmed that the number ending in 6091 had already been released in the system. The customer was advised to inform their new service provider that the number had been released. However, the new service provider stated they had not received the submitted port-out request.

  The customer was then advised to request their new service provider to close the current port request and submit a new one.

  As part of our commitment to providing the best experience for our customers, the number ending in 6091 was successfully ported out in the system. On 12/08/2024, the customer confirmed that the number was activated with their new service provider.

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

  Customer response

  12/12/2024

  
  
  Complaint: 22653997
  
  I am rejecting this response because:   It appears Red Pocket just wants to make a short statement and let it be.  Their response only mentions 2 dates: 11/29/24 and 12/5/24.  That explains the reason for the complaint.  How is it possible to go into a store 11/29, purchase a new cell phone and not have service between 11/29 and 12/8?  How do you justify taking 8+ days without service?  Keep in mind, the NEW cell phone did not get service until late Sunday 12/8/24 (both Red Pocket’s records and Xfinity’s records can verify this).  My initial call to Red Pocket while at the Xfinity store was on 11/29 when I purchased the new device.  The phone number was not PORTED to the new device until late Sunday 12/8.  How do you justify 8+ days without service after numerous calls, numerous visits to Xfinity to check on service and USELESS calls to Red Pocket because all they offered were excuses.  In fact, on a call on 12/5 with Melissa at about 6:30 PM, after more than a half an hour on the call, she refused to get a Supervisor on the phone; insisting it wasn’t necessary even though I was demanding to speak to a supervisor.  Subsequently, she finally agreed to open a ticket to ESCALATE the complaint to the Porting Dept under ticket #211169.  She indicated a Supervisor will reach out to me within 24-48 hrs.
  Additionally (and conveniently), Red Pocket does not mention the numerous times I called in to check on the hold up.  Every single time there was a different excuse.  They insisted the number had been ported while Xfinity kept telling me they had NOT received a REPLY from Red Pocket’s porting Dept to approve the porting of the number to the new device.
  
  On 12/7 when I spoke to Marie in Customer Service at 1:32 PM and asked why I had not been called by a Supervisor 48 hrs later after the call with Melissa, she had no answer.  Apparently, either I was lied to by Melissa or the request to have a supervisor call me back didn’t matter enough to Red Pocket to comply with the request.  All I want to know is a legitimate reason why it took 8+ DAYS to port a number to a new device.  My guess is that since I wasn’t very pleased after the initial call, I was BLACK LISTED and they played their INTERNAL GAMES to delay the porting of the number.
  Either way, there is ABSOLUTELY NO REASON why it should take 8+ days to port a number REGARDLESS of Red Pocket’s numerous excuses.  What I find interesting is, that the minute I filed a complaint with the BBB, within 24 hrs, the problem was resolved.  Coincidence?  Yeah right.
  
  I demand A FORMAL APOLOGY documented here on BBB and not from some Customer Service Rep.  Enough is enough.  The disgust and stress caused by this matter may be trivial to Red Pocket but not to me.  Either a Formal Apology documented here on BBB or I will litigate this matter.  
  
  Regards,
  
  F******* *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/12/2024

  We regret to learn that the customer did not accept our initial response and apologize for any inconvenience caused by their experience with our support team. Please rest assured that their feedback will be forwarded to our support management team for further review. Additionally, we confirm that the customer's number ending in 6091 has been successfully ported out.

  Customer response

  12/13/2024

  
  
  Complaint: 22653997
  
  I am rejecting this response because:  Like I said on my previous response.  They have yet to explain WHY and HOW it took 8+ days to port a number to the new service provider and why it took several calls and visits to the store to get this resolved.  Additionally, I demanded a PUBLIC APOLOGY (here on BBB), from a supervisor or executive of the company, not some random employee in their customer service dept.
  
  Regards,
  
  F******* *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am paying for cell phone service but the phone component has many problems that have not been resolved after repeated attempts. I repeatedly have my phone unable to make or receive phone calls without having to turn the phone on and off again. this happens multiple times a week. I have contacted the customer support multiple times and it's always the same thing. Restart your phone and reset network settings. This works for maybe 24 hours and I have to do it again. Completely unacceptable for "phone service" to not be able to make and receive phone calls. The phone was purchased new from them sim locked to their network for one year. If I can't use the phone properly on the network how can they keep it locked to their network? I'm paying for a service that I am unable to properly use.

  

  Business response

  12/05/2024

  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 12/01/24 the customer reached out to our support team via chat and reported that their service was not working. The assisting agent provided the customer with all troubleshooting steps and suggested creating a ticket for investigation. However, the customer became upset and did not complete the troubleshooting process.

  On 12/03/24, the customer contacted us again via phone to report that they were still experiencing no service. The customer refused to perform additional troubleshooting on their device. One of the managers created a ticket for investigation and provided an estimated turnaround time.

  One of the assisting agents emailed the customer and provided additional information regarding the investigation. According to the investigation, the device is successfully provisioned, registered on the network, and current on all activation updates. Currently, there is an outage or issues in the location provided. We have escalated this issue to have it resolved and informed the customer of additional troubleshooting steps for their device.

  If the customer’s phone service is still not working, please contact our support team at [email protected] with ‘BBB #22623950’ as the subject line, and one of our agents will assist further.

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

• Initial Complaint

  11/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased iPhone 15 pro plus a monthly plan 20$ on 19th August 2024 from redpocket.com and activated the service on 29th August 2024. It was mentioned in the order (#E0017962675 ) confirmation page that ‘ Discount $200.00 + $200 rebate after 3 months’ . So I stayed in 20$ monthly plan for 3 months from 29th August 2024 to 27th November 2024’ then on 26th November I modified my monthly plan for the month starting from 29th November from 20$ to 10$ as don’t need more data . When I contacted the customer care why I didn’t receive the rebate yet then I was told that I’m not eligible since I changed the plan 20$ to 10$ even though I stayed on 20$ plan for 3 months as per the criteria mentioned in the email . The reason i was given by the customer service team is that the initial month of 20$ I paid doesn’t count under the three months period . This is truly cheating customers by hiding the terms. In the day of purchase I triple checked the terms on the redpocket website and no where it was mentioned about this .i need justice and my 200$ rebate from redpocket

  Customer response

  11/29/2024

  Hi team

  I received resolution from red-pocket this morning , kindly close the complaint 

  thank you for the support 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello Better Business Bureau I would like to file a complaint against REDPOCKET. In September 2024.my mobile phone service was not working.REDPOCKET told me that the seller sold the same mobile phone number to two people. I was the first person to get this mobile phone number. There is something wrong with REDPOCKET's system. How can you allow the same mobile number to be sold twice. This is a criminal offence. REDPOCKET should compensate me for my loss. i can't use the mobile phone service for 3 months, September, October, November. Extend the usage for 3 months. Provide me with a new mobile phone number and activation code. Please give me a fair judgement. Thank you. A*** ** 2024/11/19

  

  Business response

  11/20/2024

  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 10/22/2024 the customer contacted our support team via email regarding an eSIM and plan they purchased from a person on eBay who claimed to be an agent. The customer requested to add the eSIM to their account ending in 2480 and intended to use it in China.

  On 11/11/2024, the customer reached out via chat to update the email on their account, which is currently registered under [email protected], to *********@gmail.com. Following standard protocol, the assisting agent attempted to verify the customer's account information before making any changes, as verification is mandatory to ensure security and legitimacy. However, during the verification process, the customer left the chat, and the transaction could not be completed. The matter was subsequently escalated for further investigation.
  A manager reviewed the situation and contacted the customer via email. During this review, conflicting claims of ownership were discovered regarding the phone number ending in 2480. Additionally, it was noted that another individual had attempted to detach the number from the online account. The customer was advised to contact the seller from whom they purchased the plan, as the purchase was made through a private individual and not our official eBay store.

  On 11/18/2024, a manager successfully contacted the customer at *********@gmail.com. The customer stated they had reached out to the seller, but the seller refused to provide assistance, denied reselling the number to multiple individuals, and blamed the issue on the service provider (RPM).

  To resolve the issue, we offered the customer the option to generate a new number. However, the customer was unable to verify their account, which is a necessary security step for making any account modifications.

  Since the eSIM and plan were purchased through a third-party seller on eBay and not from our official eBay store, we are unable to provide further assistance. We advised the customer to escalate the matter directly with eBay support and provided detailed instructions for doing so. Additionally, we suggested they contact the seller again, as the error originated from their transaction with the seller and not from our service.

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

  Customer response

  11/20/2024

  
  Complaint: 22575277
  
  I am rejecting this response because:

  I am very dissatisfied.

  I successfully associated my email with my cell phone number in September 2024. I was the first one to associate my email with my cell phone number. My email address is
  
  *********@gmail.com
  
  On 2024.9.25, someone associated his email with my cell phone number. His email is
  
  [email protected]
  
  Everything is the responsibility of the business. There is something wrong with the computer system of the business. How can they unlink my email and cell phone number without my consent. My email address is
  
  *********@gmail.com
  
  I am going to continue to complain elsewhere.
  
  A*** **
  
  Regards,
  
  A*** **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  11/22/2024

  We regret to learn that the customer did not accept our initial response, We understand that you have requested to update the account name and email address associated with this account. However, our protocols require account verification before making any changes. We recommend reaching out to the person from whom you purchased the eSIM to verify this information with them directly.
  
  

  Customer response

  11/27/2024

  Your products are faulty. You should compensate me for my loss.
  
  The attachment is clear inside. I verified the account. on September 7, 2024 I had the email address associated with the cell phone number.
  
  On October 23, 2024, someone unlinked it. There was a breach in your website. Hackers broke in.
  
  I wasted a lot of time and effort defending my rights. I'm going to continue to file complaints against you.
  
  You guys are criminals. Selling the same cell phone number to two people.

   

• Initial Complaint

  11/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a cellphone from this company based on email solicitation they send to me. It has been over2 weeks and I have not received the product. I contacted federal express to locate the package they told me they would contact the driver and call me back. I have not heard from them since. I have contacted red pocket mobile for a refund and they are just giving me the ran around. They stated that I singed for the package when I have not received and have not signed for any package. I told them that FeDex and UPs have the tendency to inform shippers that the items have been signed for and delivered and in fact they never attempted to make any delivery.i need redpocket to issue me a refund immediately. I have called them 7 times and it’s to no avail. They would refuse you to speak to a manager.

  

  Business response

  11/20/2024

  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 11/03/24 the customer purchased an Apple iPhone 15 (Locked) in Blue with 512GB storage. The purchase included a 30-day Unlimited Everything + 5GB Hotspot eSIM and a $300 rebate after three months, for a total cost of $861.34 under order number E*********0. The device was shipped the same day to the shipping address provided by the customer, with tracking number *********047.

  On 11/06/24, the device was successfully delivered and signed for. However, on 11/18/24, the customer contacted our support team claiming they had not received the device.

  The issue has been escalated, and a ticket was opened to investigate further with FedEx. Our team is actively coordinating with FedEx to verify the delivery status. Updates will be provided promptly, and a manager will contact the customer directly to resolve the matter.

  We appreciate the customer's patience as we resolve this matter. Rest assured, we are committed to restoring confidence in our service and addressing any concerns the customer may have.

  Customer response

  11/20/2024

  
  Complaint: 22573818
  
  I am rejecting this response because: I have called over 10 times and have asked them to issue me a refund. It is over 2 weeks and they are stating the same nonsense they are telling me over the phone. I never purchased an eSIM. This is a lie. No item was delivered because the day they were suppose to deliver the item . I was not at the house . I left my house about 3:45 pm and no delivery was made by them. They are lying they never delivered any item. They are stating that I signed for the item when I was never at my house. Tao they have committed forgery and they kept the package. This is the last time I am doing them to issue me a refund for failure to deliver. They cannot have their item and my money. This is an act of theft and unscrupulous behavior. This company’s fraudulent 
  
  Regards,
  
  M****** ************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  11/22/2024

  We regret that the customer has not accepted our initial response. We regret to learn that the customer did not accept our initial response, and we apologize for any inconvenience you may have experienced with our support team. Your feedback will be forwarded to our support management for further review.

  We have sent a follow-up request to FedEx regarding this matter, as they previously informed us that the device was delivered and signed for. A ticket has been created to investigate the issue further, but we have not yet received a response from FedEx. Once we receive an update from them, one of our managers will reach out to you directly.
  

  
  

  Customer response

  11/30/2024

  
  Complaint: 22573818
  
  I am rejecting this response because: I need this company to issue my refund and immediately. It is very sad because they never delivered any item and I never signed any item . They need to send proof of their signature for me to confirm that it is fraud. The hey need to issue the $850 refund immediately. Neither them or FedEx have contacted me after I have contacted them many times. It shows that they lie and they have not delivered any item because there was nobody at my house and there is no way that I can sign for a package when I am unavailable. The fedex truck driver stole the package
  
  Regards,
  
  M****** ************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally raise a complaint regarding the misleading information provided at the time of purchasing a data subscription plan. Details of the Incident Date of Purchase: 2024-10-30 Plan Purchased: 5GB Data Plan for $170 Issue: Upon activation, I discovered that the subscription only included 3GB of data instead of the advertised 5GB. Impact: This discrepancy has significantly impacted my ability to use the service as expected. Concerns The description of the plan was misleading, causing me to make an uninformed purchase decision. The advertised details were not honored, violating consumer trust and fair trade practices. Requested Resolution Immediate correction to the plan, upgrading it to the originally advertised 5GB of data. A formal explanation of why this issue occurred and what measures are being taken to prevent recurrence. A refund or credit for the inconvenience caused, if applicable.

  

  Business response

  11/20/2024

  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 11/16/24 the customer contacted the support team via chat to inquire about the annual plan they purchased on 10/30/24 under order number E*********2. The customer reported that they only received 3GB of data instead of the advertised 5GB.

  The assisting agent reviewed the customer's account and found that the customer is currently on a GSMT network, whereas the plan they purchased is compatible with the GSMA network. The agent informed the customer that because the plan is not compatible with their current network and the GSMT network does not offer a 5GB annual plan, they only received 3GB of data. This information was stated on the plan details when the purchase was made online, indicating that the plan is designed for GSMA network compatibility.

  As part of our commitment to providing the best experience for our customers, on 11/19/24, one of our managers contacted the customer by phone to offer a solution. The manager proposed changing the customer's network from GSMT to GSMA and offered a free SIM card to enable them to receive the 5GB of data. However, the customer declined the offer, preferring to remain on the GSMT network and keep their current plan.

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

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