Complaints

This profile includes complaints for Red Pocket Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Red Pocket Mobile has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Red Pocket Mobile

  2060-D Avenida De Los Arboles Ste 288 Thousand Oaks, CA 91362-1376

• 

  Red Pocket Mobile

  18818 S Dixie Hwy Cutler Bay, FL 33157-7709

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Family Plan service for two phones from RedPocket at the beginning of the month. Because of the unclear instructions on their web site where I had to choose a service provider, I ended up selecting AT&T instead of T-Mobile. They used codes, not words for the selection and I picked the wrong one. When I got the SIM cards and set up the phones, I realized that it wasn't the right service. I called them and they promised to send T-Mobile SIMs to Replace the AT&T ones. The T-Mobile SIMs did not arrive and after over 2 weeks, I called and they said their system showed they were supposed to be sent but had not. I was told to call to get them converted over to the new SIMS. Eventually, I got them and called. I gave the rep the numbers required to set them up but then 1) Only 1 phone worked. 2) The numbers were reversed to the working phone was activated with the wrong number. 3) In multiple calls spending almost 4 hours on the line with them with most of it waiting on hold as they changed things, they somehow managed to delete one of my phones and then sent me an email asking to tell them why I deleted it when I had not. 4) I now have only one properly working phone and that's because I had to reverse the SIM cards so that the correct phone rings when someone dials that phone's number but in their account, it shows that the other phone number is being used. 5) They now tell me they have opened a ticket and it will be 48-72 hours to be reviewed (not to be fixed) so my wife and I cannot communicate with each other when we are not together.

  Business Response

  Date: 03/04/2025

  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 02/27/2025, the customer contacted the support team via phone, requesting that their number ending in 2350 be added to their online account. They also reported that their service was not working. The assisting agent provided troubleshooting steps, but the issue persisted. The agent escalated the matter and created a ticket for further investigation.

  On 02/28/2025, one of our managers attempted to contact the customer via phone and email to inform them that their number ending in 2350 had been successfully added to their online account. The manager also tried to confirm whether their service was working, but the customer was unavailable and stated they would provide an update via email.

  Later that same day, the customer reached out to the support team again, stating that their service was still not working. They also informed us that their number ending in 4489 was using a GSMA network SIM, but they wanted to switch to a GSMT network SIM. Additionally, they requested that their number ending in 2350 be on a GSMA network SIM instead of a GSMT network SIM.

  As part of our commitment to providing the best experience for our customers, we sent a replacement SIM card for the number ending in 4489 and advised the customer to wait until their service end date before switching to the new SIM card.

  Once the customer receives the replacement SIM card, they should contact our support team at [email protected] with ‘BBB #23002363’ as the subject line. One of our agents will assist them further.

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

  Customer Answer

  Date: 03/04/2025

  
  
  Complaint: 23002363
  
  I am rejecting this response because:

  I called on Feb 28, 18 days after two GSMT Sims were ordered yo replace two GSMA SIMs only to find out from the agent that their system showed that they were supposed to be sent but for some reason they were not. They then initiated a fast shipment and promised to send them by express shipping and I was to receive them on Wednesday Feb 26. I was assured of that on a call on Mon Feb 24. They arrived on Thursday Feb 27.

  I called them my new Sims arrived on the 27th as that was what I told initially. I gave the agent and multiple other agents the required information and stressed that they had to insure which sim was for which phone. I spent 7 hours on the phone and on chats with multiple agents over 2 days. They only changed one phone and used the wrong sim number for it so I only had one working phone because the old service was cancelled. I called again on Monday and found the second phone was added with the wrong sim and the first phone was changed back to the old non-working GSMA service and removed from my plan. I still only had one working phone and it was on the wrong number so I reversed the Sims on my own to correct that.

  That same day they finally updated the original phone with the unused sim number and the agent and I got that phone back into my plan.

  I was left on hold one call for 45 minutes and a second call for about 30 minutes  before being disconnected and had other disconnections. Each time I had to start over with a new agent.
  

  As to Red Pocket calling me, they did and I missed the call. I texted back that the problem was not resolved yet and followed up that day with an email that provided the information that was needed to correct the problem. It wasn't until the Monday contact that the problem was resolved.
  

  The problem appears to be fixed at this point but the company response is wrong and misleading.

  There were 2 Sims and 2 lines involved.

  One was completed wrong and the other was not done.

  When they fixed the second, they broke the first by reverting it back to the former non-working one.

  When they fixed the first the second time, it was not added back into my plan.

  Considering that I provided the correct information multiple times on the phone and in an email, there's no excuse why this was not completed in less than 30 minutes instead of 5 days. The valuable time of the agents and myself was unnecessarily wasted and it left me without assurance that Red Pocket did what it should have done.

  I hope I have no more problems.
  
  Regards,
  
   J*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/07/2025

  We regret to learn that the customer did not accept our initial response and sincerely apologize for any inconvenience caused by their experience with our support team. Please be assured that their feedback will be forwarded to our support management team for further review.

  Upon checking the customer’s account ending in 2350, we confirmed that they received the new SIM card on 03/04/25 and activated it with their current number on the same day. Additionally, there is usage on the account, and we can confirm that the device is already working.
  

  
  

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: 23002363
  
  I am rejecting this response because:

  Again, their answer is MISLEADING! There were TWO, repeat TWO Sim cards involved for TWO, repeat TWO phones. But The sim card mentioned in the response was ONE of the original TWO that were dent, not the replacement cards which were sent at the end of the month. The replacement cards are the issue in question and they totally screwed up regarding them. I have already documented the issue to them and to the BBB in my last response.

  Note, that they finally fixed the problem early this month AFTER my complaint was sent to the BBB. I am satisfied that they are working now but I can't understand why they simply don't just admit that they made some terrible mistakes and caused me a lot of time to resolve. I am not seeking any compensation. I am seeking an apology without them falsely giving the BBB information that may be partially true but is neither the WHOLE TRUTH nor relevant to the complaint.

  All I want is for them to admit they royally made a mess of the situation, are sorry that it happened, and will take action to try and prevent such errors in the future. Is that really so hard for them to do?

  
  
  Regards,
  
  J*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report a persistent issue with making international calls to China. My annual phone plan ( I paid $192.06 on 05/21/2024) includes international calling, and I have previously been able to call Chinese numbers without any problems. However, since the end of December 2024, I have been unable to connect calls to China. I contacted customer service about this issue and after a month of back-and-forth communication, the problem was not resolved. Eventually, I was sent a new SIM card, which temporarily fixed the issue. However, less than two weeks later, I was again unable to call Chinese numbers. I have contacted customer service again, they did a perfunctory investigation and try to pass the buck to the receivers carrier (saying, the receivers carrier block my number). The receivers also contacted their carriers and confirmed it's not true. Now, they still can't identify the cause of the problem and they are requesting that I purchase a new SIM card and are refusing to allow me to keep my current phone number. And they also refuse to provide any compensation because they can't provide the service.

  Business Response

  Date: 03/03/2025

  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 01/03/25 the customer reached out to support via phone to report that they were unable to make calls to China. The assisting agent provided troubleshooting steps and the correct dialing pattern, but the issue persisted. The agent then escalated the matter by creating a ticket and informed the customer of a 24- to 48-hour turnaround time.

  On 01/09/25, the customer contacted our support team via email to follow up on their escalation. The assisting agent attempted further troubleshooting and account investigation, but the issue remained unresolved. The customer was advised to wait, and another escalation ticket was created along with a request for a SIM replacement.

  On 01/24/25, a manager investigated the account and determined that the calls were being blocked by Chinese terminating carriers. The manager informed the customer, but the customer disagreed, stating that it was unlikely that only their number was blocked while their husband's number—provided by another carrier—was not. The customer requested a further investigation and a resolution.

  On 01/31/25, the customer received the replacement SIM card and registered it to their account. A manager closely monitored the customer's account and noticed recent call records showing successful calls to China. The manager attempted to contact the customer via email for confirmation, but the customer did not respond.

  On 02/11/25, the customer reached out to support again via chat, reporting that their international long-distance (ILD) service was once again not working. The assisting agent provided troubleshooting steps, but the issue persisted. The agent then created another escalation ticket for further investigation.
  On 02/15/25, a manager contacted the customer via email to propose another resolution: changing their phone number, as their current number had been blocked by the Chinese carrier, preventing calls from going through. However, the customer refused to change their number. They also requested compensation, including an additional free line, which the manager declined.

  On 02/21/25, the customer contacted support via email to inform us that they would be porting out their number and requested a partial refund. The assisting agent forwarded the request for approval. On 02/23/25, a manager reached out to the customer via email and informed them that their refund request was declined, as the issue was confirmed to be on the receiving carrier's side and not with RedPocket.

  On 02/28/2025, further investigation revealed that on 02/18/2025, the customer successfully made a 45-minute call to China. The customer confirmed this but insisted that they were no longer able to make calls afterward. Despite their continued request for a refund, it was declined, as the issue was not caused by the carrier. The customer's phone number is being blocked by the terminating carrier in China, preventing their calls from going through. We advised the customer to change their phone number in order to continue making calls to China.

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

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: 22989918
  
  I am rejecting this response because:

  First of all, I did made a response on 01/31/25, and I even received the response from Redpocket (emails attached). So they are completely lying about that. In February I also provided my husband my husband's another number -- provided by redpocket -- is able to make calls to China, and they didn't mentioned that in their response. 

  As for the number being blocked part, the people I'm trying to connect in China contacted their carriers --even from more than one carriers -- and they all confirmed they have never blocked my number. Also the call recipients told me they have blocking notifications. If any number is blocked, they will receive an alert. However, they have not received any blocking notifications recently. From the other side, since I made one successful phone calls to China on 2/18/2025, it clearly indicates my number is not blocked, otherwise I would not be able to made it. So the company has been simply paying lip service to customers and shifting responsibility.

  All I want is a solution so I can successfully make phone calls to China every time, which is the service included in my plan. So I asked if I can have another line for free since I have already paid for the service that now can't be provided. But they ask me to buy another number. Why should I pay extra for the service that I have already paid? Now the company can't provide the service, nor can they provide a solutioon. That's why I asked for refund or compensation. But they are still shifting responsibility.   
  
  Regards,
  
  Y***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/07/2025

  We regret that the customer did not accept our initial response. Upon reviewing the customer's account, we confirmed that ILD calls have been working since 02/27/25. Additionally, our records show 15 minutes of ILD call activity on 03/04/25, further confirming that the service was functional.

  As part of our commitment to providing the best experience for our customers, we offered a one-month extension of service at no cost as a courtesy. The customer has also confirmed that their ILD calls are now working.
  

  
  

  Customer Answer

  Date: 03/10/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22989918, and find that this resolution is just okay to me.

  But after all, it took about 3 month to fix a technical issue and most of the time the company did nothing but shifting responsibility. I'm tired of emailing the same words back and forth. So I'll just accept it.
  
  Regards,
  
  Y***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/24/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an iPhone with $400 rebate from Red Pocket for my phone number ###-###-#### with Red Pocket, The order number is E*********6. I met all requirement and received a rebate code for $400 on Feb 4th (the rebate code is 00*******996), and redeemed it immediately online on Feb 4th. Until now (Feb 21st), I have not received the rebate activation link from anyone. I have contacted Red Pocket multiple times, and the agent keeps telling me that they are contacting "support" and the issue has been escalated but they receive no update, and ask me to wait again and again. I was told normally I should receive my $400 rebate gift card activation link in 5 business days after redeeming the rebate code, but now it is close to 3 weeks and I still have not received it. I have wasted hours and hours chatting with Red Pocket and received all sorts of excuses. My email associated with my account is [email protected] . Please contact me by email to discuss the rebate. Do NOT call !!! I want my $400 rebate back ASAP, no more excuse. Or I will file a credit card charge back.

  Customer Answer

  Date: 02/24/2025

  Red Pocket also gave me a direct phone number to virtual reward company to call. But when I called the virtual reward center who issue the gift card, they asked me about my email address and then looked up in their system, and then they told me that Red Pocket has not sent my rebate information to them, so they do not have the $400 rebate in their system therefore they can not issue the gift card activation link to me.

  On the other hand, I have an earlier rebate of $300 rebate from a different line with them associated with the same email address, and that's all they can see in their system. That old $300 rebate from a different line was ok. But the virtual reward company told me that they can not see the new $400 rebate from the new line. -- The old and new rebates are for different lines and different phone numbers, but I used the same email address.

  Rebate Pocket, please issue the $400 rebate to me ASAP. Thanks.

  Business Response

  Date: 02/28/2025

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

  On 11/28/2024, the customer purchased an Apple iPhone 14 Pro Max (Locked) in Space Black with 512GB storage under order number E*********6 for $999.00, with a $400 rebate after three months on a compatible plan.

  On 02/18/2025, the customer contacted our support team via chat, stating that they had received the rebate code but had not yet received the activation link from Virtual Incentives. The assisting agent checked the code, found no updates, and escalated the matter for further investigation.

  A manager escalated the issue, assuring the customer that they would receive the activation link within the week. The customer was also reminded that once they received the link, they needed to activate the rebate code to redeem the $400 rebate.

  On 02/25/2025, the activation link was sent to the customer. A manager contacted them to confirm its availability. The following day, the customer confirmed that they had successfully claimed the rebate.

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

  Customer Answer

  Date: 03/04/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22975292, and find that this resolution is satisfactory to me.
  
  Regards,
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a new subscriber to Red Pocket services (an MVNO of AT&T), and I’m beyond frustrated. Since activation, while setting up my brand-new BYOP device, the WiFi calling feature hasn’t worked at all. After some digging on the Red Pocket forums, I learned that WiFi calling doesn’t work with SIM cards that have an MNC of 280. Instead, it should be MNC 410. Here’s the kicker: the SIM card I was sold at Target has an MNC of 280, not 410, which makes me question how this issue even made it past quality control. I also clearly remember AT&T ICCIDs starting with 8901(410), not 8901(280), so this is just baffling. I’ve tried reaching out through chat and phone support, and it’s been nothing but a complete nightmare. Chats randomly disconnect, and I’m told by agents like Chris-RP and Natasha that they’re having “connectivity issues.” When I called again, the next agent claimed my device doesn’t support WiFi calling—yet when I challenged that, the agent immediately started having "audio problems," which I’m sure is due to your terrible phone system, FreePBX. When the first agent hung up on me, I called back and have now been on hold for over 43 minutes waiting for a supervisor, with ZERO updates or courtesy to check in on me. This is absolutely ridiculous. I demand an immediate resolution and an explanation for why I’ve been sold a SIM card that clearly doesn’t work for WiFi calling. The incompetence and lack of professionalism I’ve been subjected to are beyond unacceptable.

  Business Response

  Date: 02/28/2025

  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 02/21/25 the customer reached out to our support team via chat to report that their Wi-Fi Calling was not working. The assisting agent provided all necessary troubleshooting steps and determined that the customer's device was not compatible with the service. The agent suggested replacing the SIM card but informed the customer that this would not guarantee that Wi-Fi Calling would work. However, the customer insisted on replacing the SIM card in an attempt to resolve the issue. As a result, the assisting agent escalated the matter for further investigation.

  A manager later contacted the customer and provided additional troubleshooting steps, but the issue persisted. They then recommended using a different SIM card, specifically a GSMT-type SIM card, which would be compatible with the customer’s device.

  On 02/24/25, one of the managers sent a replacement SIM card to the customer, with tracking number *********84*********.

  Once the customer receives the replacement SIM card, they should contact our support team at [email protected] with ‘BBB #22974172’ as the subject line. One of our agents will provide further assistance.

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

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Faulty iPhone 15 Pro and Mismanagement by Red Pocket Mobile I purchased an iPhone 15 Pro from Red Pocket Mobile (Order: E*********3) on November 22, 2024, delivered December 2. On December 15, the phone stopped working and wouldn’t turn on. Red Pocket refused responsibility and directed me to Apple. Apple’s technician couldn’t repair the phone and noted suspected internal changes voiding the warranty, despite the phone being scratch-free. Apple directed me back to Red Pocket, holding them responsible. After providing proofs to Red Pocket, including Apple’s assessment, they agreed to replace the device, requested I return the phone, and later the cable, which I shipped at my own cost. After confirming replacement, Red Pocket reversed their decision, claiming they must send the phone to Apple and refused to replace it, stating it’s not their responsibility after shipping. This mismanagement caused undue stress, financial burden, and left me without a working phone. Desired Resolution: Replace the phone immediately or Provide a full refund for the phone and the last three months of the monthly SIM package. Proofs, including communications and Apple’s assessment, are available upon request. My contact: *********@gmail.com.

  Business Response

  Date: 02/10/2025

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

  On 11/22/2024, the customer purchased an Apple iPhone 15 Pro (Locked) in Blue Titanium with 256GB of storage, along with a 30-Day Unlimited Everything plan (10GB @ High Speed) for $1,021.29 under order number E*********3.

  On 12/14/24, the customer contacted the support team via phone to report that the iPhone they purchased was turning off automatically and would not turn back on. The assisting agent advised the customer to contact Apple, as the device was still covered under the one-year warranty.

  On 12/21/24, the customer contacted the support team again, stating that they had visited an Apple Store and were informed that the phone was not eligible for repair because Apple determined that it had been damaged or modified in a way that the Apple Limited Warranty does not cover. However, the customer claimed they had not modified the device. The assisting agent escalated the matter for further investigation.

  On 01/07/25, one of our managers contacted the customer via email, requesting that they return the device to us. The customer was provided with a return label to ship the device back at no cost. However, the customer returned the device without the charger. The customer was then informed that they needed to send back the charger as well, but this time, they would have to cover the shipping cost.

  Once the device was received at our warehouse, we took it to Apple for inspection to determine if it could be repaired or replaced. The device was left with Apple on 01/21/25. We followed up with Apple, and they informed us that they required 7–10 days to complete a full inspection of the device.

  On 02/04/25, we received an update from Apple stating that the device had been opened, and some internal components had been moved or replaced. As we ship our devices sealed and unopened, we are not responsible for this issue. As a result, Apple declined to cover the repair under their warranty. 

  However, as part of our commitment to providing the best experience for our customers, we decided to offer a replacement device despite the warranty being voided. The replacement was shipped on 02/05/25, with FedEx tracking number *********162.

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

  Customer Answer

  Date: 02/12/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22905647, and find that this resolution is satisfactory to me.

  The company sent me a replacement device after two months of war. I did not give up because I know I was right. However, in the reply of BBB the company acted like a saint and behaved in a manner that all the faults are mine and apple's. Also, they avoid the issue completely that they agreed to give me the replacement device on 7 January and later refused. Also, they don't have any remorse for the sufferings they gave for the past two months. I was without a phone throughout the entire time. Moreover, In this case though they replaced me with the phone which they are supposed to give but no compensation or anything for my suffering throughout the entire time. I know how much depressed I was in that time. I believe any other company would give their best to compensate me. Lastly, I would like to thank BBB because I believe BBB played an important role for giving me the justice. Thanks.
  
  Regards,
  
  M* ***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son bought me this phone service for Christmas 2024.I have not been able to take or make a phone call since I have had it.Today I was told that I have used my 100 minutes already.They have also sold my new number to scammers that text often along with the text from them saying that my year is up and they want more money.This has been a horrible experience from the beginning.No refunds given after 7 days,so stuck with this for a year

  Business Response

  Date: 02/07/2025

  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 01/08/2025 the customer activated their account with a new number ending in 7255 and purchased an annual plan from eBay, which included 100 minutes of calls, 100 SMS, and 500 MB of data.

  On 02/03/2025, the customer contacted support via chat to report that their service was not working properly. The assisting agent reviewed the customer's account and found that they had consumed their entire balance in a single day on 01/11/2025. The customer was then advised that they could either purchase an additional plan or wait for their plan renewal. However, the customer denied using all their balance, stating that they had been receiving spam calls and texts. The assisting agent escalated the matter for further investigation.

  Later that same day, one of the managers attempted to contact the customer via phone and email but received no response. As a courtesy, we added additional minutes to the customer's account and made another attempt to reach them, but the call went to voicemail.

  If the customer’s phone service is still not working, please contact our support team at [email protected] with ‘BBB #22894751’ 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

  Date:01/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new phone through the Redpocket Mobile site. At first my transaction was declined which I presume was because I used a card not on file with them, it was late eastern time, and the value of the phone was high. I proceeded to confirm the transaction via Redpocketmobile help chat as well as my credit card provider. After following through with the confirmation of my transaction with my card service provider the order process was still held. Mind you after completing the purchase the mobile site said it would be 2 business days. I got back on the help chat the next morning asking why I was never given payment confirmation nor my order confirmation. They claimed it may take up to 48 hrs just to process the order and the shipping claim didn’t start until the order was processed. Isn’t this misleading business practices? It was shortly after this last interaction that I received email confirmation of the order but instead of shipping it I received a second email that appeared fraudulent from their billing department asking me to confirm my purchase by clicking a link. The link took me offsite to stripe.com and asked me to upload my photo id and a selfie. This just screamed identity theft to me. I refused to upload personal information to a company I had never heard of and certainly don’t trust. I contacted Redpocketmobile help again giving them screen shots of the email. They claimed it was legitimate and if I didn’t complete the form with stripe there could be more delays. How is it legal to gather this personal information if my card services confirmed my payment already? As far as I’m concerned my phone should have been shipped upon card services confirmation of said payment. Now I’m approaching the 48 hr processing time and still have no idea if it has shipped. Do I have any recourse if my purchase is not shipped within that 48 hrs? Do I have any recourse if it does not arrive in the following 48 hrs which would qualify as that 2 day shipping period?

  Business Response

  Date: 02/04/2025

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

  On 01/27/25, the customer purchased an Apple iPhone 16 Pro (Locked) in Black Titanium with 256GB storage and a 30-Day Unlimited Everything plan for $1,120.98 under order number E*********3.

  On the same day, the order was reviewed and flagged as a high fraud risk. When our billing system identifies a transaction as potentially fraudulent, we take additional steps to verify its legitimacy. We sent an email to the customer requesting that they confirm the transaction by completing a verification link and providing proof of identification and a selfie. Once verified, we would proceed with processing the order and shipping the device. The customer's personal information remained securely protected, as safeguarding our customers' security is our top priority.

  On 01/30/25, the customer refused to verify the order and instead requested its cancellation. That same day, we canceled the order and processed a full refund as 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.
  

  
  

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Red Pocket customer for many months on their $30/month plan. It has included unlimited calls and texts from Canada and Mexico to the US. I went to Mexico on 1/18/2025. Their app showed unlimited calls and texts. Yesterday 1/26 I had trouble sending a text with photo to the US, as I'd done a number of times in the past week. I called Red Pocket. Their answers didn't help, so I called back later. The agent told me that my plan didn't have unlimited calls and texts in Mexico; it has 100 minutes and 100 texts. I told him that wasn't true and asked to talk to a supervisor. The supervisor said the plan had changed; it no longer had unlimited calls and texts. I told him that the app showed unlimited; he said that things apparently hadn't been updated. Today 1/27 the app shows that I have 66 minutes and 66 texts remaining. Red Pocket never warned me ahead of time that they would change my plan. I'm depending on this service while I'm in Mexico and can't risk trying to change my carrier from here! The supervisor said my only choice was to pay for more minutes and texts. After being their customer for many months, not being willing to make an exception for 12 days is especially unacceptable. Red Pocket promises never to raise the price. It seems they will change the plan *terms* without notice! Of course, unless this can be explained and resolved, I'll change carriers when I get home.

  Business Response

  Date: 01/31/2025

  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 01/22/2025 the customer purchased a GSMA Unlimited Everything (20GB @ High Speed) plan under order number E*********7.

  On 01/24/2025, the customer contacted our support team via phone to inform us that they were in Mexico and unable to send messages or photos via MMS. The assisting agent reviewed the customer's usage and found that they had already consumed their roaming allowance. The customer claimed that the plan included unlimited roaming service. The agent clarified that the plan provides only 100 minutes, 100 text messages, and 1GB of data for roaming services.

  The customer insisted that they were unaware of these roaming limits and needed to use the service in Mexico. As a one-time courtesy, the manager provided an additional 500 minutes and SMS for roaming, which the customer accepted.

  Details about roaming services can be found on our website at ****************. By selecting the "Roaming in Mexico & Canada" option, customers can review the specific roaming allowances included with their plan.

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

  Customer Answer

  Date: 02/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22865737, and find that this resolution is satisfactory to me.

  Red Pocket contacted me to offer 500 minutes and 500 texts. There was no explanation offered for why the Red Pocket app had been showing unlimited minutes and texts. But this was enough "cushion"  to finish my trip. I'm home and will decide whether to remain their customer.
  
  Regards,
  
  J***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A financial security information issue with Red Pocket, someone stole my payment card from Red Pocket mobile. I can not use it in my Red Pocket account purchases claiming error as it is linked to another account. However, I am trying to pay for a service in my cart in the account and the payment card is showing in my account overview and was charged on Jan 07, and the online account shows the card will be charged for the next month's payment. Customer service said the payment card is only linked to one account then when I asked they mentioned a name who I don't know where the card is also linked to his account; that's why I suspect it is an insider breach. Customer service did nothing to escalate the breach although I have been calling them since two days ago, they don't tell all customers about this security issue to let them know and monitor their financial information.

  Business Response

  Date: 01/24/2025

  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 01/19/24 the customer contacted our support team via chat to report that their payment for a new plan had failed. The assisting agent reviewed the payment method and discovered that the card used was newly issued by the customer's bank. It was also stated that the card appeared to be linked to a different account. The assisting agent escalated the matter for further investigation.

  Later that same day, a manager reviewed the account and found that the new card was not linked to the customer's online account. Additionally, the card had not been used or associated with another account. According to our policy, to prevent fraudulent transactions, we allow only one card per account, and a card cannot be used with multiple accounts. This is why the customer encountered an error when attempting to make the payment.

  The manager assisted the customer by successfully adding the card to their online account, resolving the issue.

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

  
  

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: 22832218
  
  I am rejecting this response because: The card actually used to pay my last phone bill (autopayment) on Jan 06 2025 where my previous card expired in Dec 2024 and my claim and call to them later than that payment so their response is not accurate, and their agent when i called he mentioned a person name (Fist,Middle & last name) who i don't know and he asked me if i know him and claiming that the card used to pay for service to that account and i can not use the card to pay additional service in my account [add new line] it means the card in two accounts not like what they mentioned!!!. They didn't answer my question of how the card linked to other person's account while it was in use for my autopayment in Oct, Nov, Dec (2024) and in 2025.
  
  Regards,
  
  M****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/31/2025

  We regret to learn that the customer did not accept our initial response and sincerely apologize for any inconvenience caused by their experience with our support team. Please be assured that their feedback will be forwarded to our support management team for further review.

  As part of our protocol, we allow only one card per account to prevent fraudulent transactions. The manager has already added the payment card to the customer's account, ensuring that all payments are secure and not associated with any unauthorized names.
  

  
  

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: 22832218
  
  I am rejecting this response because: They didn't provide answer how they allow other account with last name "Ali" to have my card in his account where my card is in use in my account to pay bills in Autopayment for the last three months since it was issued and updated in their system. that's mean they allowed more than one account with the same card (one is illegal), different than the allegation in their response.
  
  Regards,
  
  M****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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*** ******