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.

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  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:11/22/2023

  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.

  On Wednesday November 15th, ordered 3 phones from Red Pocket Mobile, one for $715.33, one for $345.33, and one for $345.33. Received 2 phones on Saturday 11/18/2023 and opened one to try to activate it at 12:40 PM EST. There was an issue activating the number. Spent the next several hours contacting my current provider (Patriot Mobile) and Red Pocket Mobile to get information to Port the number over to Red Pocket. At 04:21 PM EST received an email saying the Transfer PIN was incorrect, however, the current carrier is saying it is correct. Support opened a ticket to have this resolved at 04:38 PM EST. Contacted Red Pocket the next day (Sunday 11/19/2023) to get a status and was informed that the Port information was incorrect again. The current provided (Patriot Mobile) is closed Sunday so had to wait until Monday. Contacted Patriot Mobile on Monday 11/20/2023 to ensure the Account Number and PINs are correct and they confirmed they were. Proceeded to connect both parties on a call for several hours to try to port over the numbers to Red Pocket. Each time resulted in an error. Patriot Mobile said they needed to fill out a TOBR (Transfer of Billing Responsibility), however, Red Pocket said that is not necessary when porting a number over. Contacted both carriers again on Tuesday and spent several hours again trying to port the numbers over which resulted in failure. Each carrier continues to blame the issue on each other. Afterward, decided too much time is spent trying to activate this service and requested to return the products to Red Pocket. The first 2 phone called ended in disconnects or hang ups by them. A chat with Red Pocket mobile went unsuccessful. Another call lasted an hour with their customer service rep repeating themselves saying they do not accept opened returns and there are restocking fees. Too many hours have been spent by both my wife and I trying to activate service on Red Pocket Mobile that have been unsuccessful.

  Business Response

  Date: 11/29/2023

  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 account, we found that on 11/15/2023, the customer purchased three phones from our website under order numbers E*********3, E*********1, and E*********8. On 11/18/2023, when the customer contacted our support team for assistance with account activation and number porting, our agent guided them through the process. However, the port request for the number ending in 8126  encountered an issue due to an incorrect account number and PIN.
  
  Our team immediately requested the customer to contact their old provider to obtain the correct information for re submission. On 11/24/2023, the number ending in 8126 was ported and activated successfully under our GSMA network. To ensure a seamless experience, our Tier 2 customer support reached out to assist the customer in activating the remaining devices. The port request for the number ending in 7271 will be resubmitted once the issue is fixed on the old provider's end, and a new number is assigned to the third device.
  
  We genuinely regret any inconvenience the customer may have faced, and we want to assure our customers that our efforts are focused on providing the best possible customer experience. If they have any further concerns or if there's anything more we can do to assist, please don't hesitate to reach out.
  
  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:11/13/2023

  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 bought a new iphone 14 pro with Red Pocket and selected $20/per month plan. The phone arrived on 11/7 and I started porting out number that day. The process is such a pain. I entered all the information requested and couldn't be able to transfer by myself. I contacted the agent and she told me to wait for 48-72 hours for response. Then after two days I received two QR code that didn't work. On 11/13, after trying to reset and turn on and off several times on my phone, I reached out to the online chat agent again. After one hour trial and reset, the phone finally activated but the data isn't running properly. I cannot connect to the internet simply using phone data. Then it's another hour turning on and off phone, turning on and off airplane mode etc. This is so frustrating. I simply wasted half weekday and the whole weekends working and worrying about this. Without saying I spent the whole weekend with no signal. Red pocket has ported out my number from previous carrier however didn't port in rightly on their end for the weekend. I'm really unsatisfied with this experience and hope I can be compensated for hours of trying and chatting.

  Business Response

  Date: 11/21/2023

  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, it was found that on 11/02/23, the customer purchased an Apple iPhone 14 Pro (Locked) in Gold with 128GB storage, order number E*********4. This included a 30-day Unlimited Everything plan and a 5GB high-speed eSIM, totaling $817.27.
  
  On 11/11/23, the customer successfully ported their number ending in 5264. The following day, they contacted our support team via phone regarding issues with eSIM registration. The assisting agent guided them through the process of obtaining a new eSIM and provided instructions for successful registration.
  
  On 11/13/23, the customer expressed disappointment with the eSIM registration process via chat. In our commitment to providing the best customer experience, we extended a courtesy of 250MB data to alleviate the inconvenience.
  
  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: 11/29/2023

  The red pocket didn't contact me to resolve the issue. 250MB data is not something that can compromise hours of time wasted during the activation process.

• Initial Complaint

  Date:11/13/2023

  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.

  At the end of July, the company issued a promotion offering a reduced annual plan on eBay. I have multiple lanes with this provider; hence, I purchased four such plans for a total of $796 + tax. I assumed those could be used when my current plan expires. I learned they had expired when I attempted to use them in early November. The fine print says those pins are valid for 90 days only. The customer service representative suggested contacting the eBay store so they could issue new pins. The company refuses to issue new pins but only offers a 10% discount on new eBay purchases. Effectively, they declare a sale, collect the money, and then void the purchased plans.

  Customer Answer

  Date: 11/13/2023

  The company provided replacement codes, so the issue is resolved. 
  Please resolve the complaint with satisfactory outcome. 
  Thanks a lot for your help!
  L*****
  

• Initial Complaint

  Date:11/09/2023

  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.

  Last week I could not make calls or get into my voicemail. A day later it was using my plans data when I had the data off. I have home internet so I have no need for data unless I'm gone from the residence. I sent them several emails explaining that I'm 82 and have medical issues and need to be able to call in an emergency. I sent them several emails but I still cannot make calls or get into my voicemail. I had red pocket mobile before with unlimited talk and text and paid a year in advance. I could not use my phone for over 2 months and when they refunded the money they kept $60 without any reason. Now they're doing the same thing with the limited plan I have. I have to pay 2 carriers because if I have an emergency I may not be able to call for help. They don't correct the problem and refuse to refund the unused portion of the plan which is $61.25 for 7 months.

  Business Response

  Date: 11/16/2023

  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 viewing the customer's account on 11/09/23, the customer contacted our support team via email, reporting issues with outgoing calls and voicemail. Despite troubleshooting attempts, the problem persisted. Subsequently, our support team escalated the matter for further investigation and created a resolution ticket.
  
  On 11/11/23, one of our managers contacted the customer to explain that the service disruption was due to device incompatibility; their device wasn't compatible with our GSMA network. To address this, we've proactively sent a replacement SIM card.
  
  If the customer has received the physical SIM, we kindly request that they email our support team at [email protected] with 'BBB Case # 20847081' in the subject line. One of our representatives will assist in registering their physical SIM card and addressing their outgoing calls and voicemail.
  
  We hope our attempt to restore confidence in our company is well received and successfully addresses the customer's complaint.

  Customer Answer

  Date: 11/16/2023

  
  Complaint: 20847081
  
  I am rejecting this response because: they say my phone isn't compatible with red pocket so how have I used it with red pocket for the past several years? I informed them that I also put the SIM card in a Samsung 5G phone that I have with another carrier and the red pocket SIM card will only do data no phone calls and no voicemail. They say they are sending a SIM card so if that works then I will withdraw my complaint.
  
  Regards,
  
  J*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 11/27/2023

  Red pocket has sent me a SIM card and I'm getting another phone so hopefully that will work. Consequently, I'm withdrawing my complaint. Thank you

• Initial Complaint

  Date:11/08/2023

  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.

  Purchased an iPhone at the end of last July. 200 dollar rebate was offered. I received email almost 2 months ago saying I fulfilled all requirements and I could request virtual card and I did. But I have not received anything yet. Service number is ###-###-#### Email: [email protected] Order number: e*********5 I want Redpocket to honor its promise and give me my rebate without further delay.

  Customer Answer

  Date: 11/14/2023

  My alternative email address is [email protected] 

  They need to send the virtual card to [email protected] if they can't send it to my original email.

  Business Response

  Date: 11/20/2023

  We are sorry to learn about the unsatisfactory experience with us and appreciate the opportunity to investigate.
  
  Upon reviewing the order, we confirm the customer ordered 1 x Apple iPhone 13 mini (Locked) Green 128GB with 1 x 30 Day- Unlimited Everything (5GB @ High Speed) eSIM GSMA on 07/21/2023 under order number E*********5. The order also includes a $100.00 discount  + a $200 rebate after three months.
  
  On 09/20/2023, the rebate code was issued however, there was an issue with the customer's email address associated with the order. The assisting agent escalated  the issue
  
  We aim to provide our customers with the best experience. On 11/16/2023,  the activation link was sent again to the customer's alternative email address and the issue was resolved. We apologize for any difficulties experienced in the process of resolving this complaint.
  
  
  We hope our attempt to restore confidence in our company is well received and successfully addresses the complaint.

• Initial Complaint

  Date:10/31/2023

  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 two (2) 365 days sim cards from Ebay. I did not activate them yet since the phones that these will go to still had service from another company and on the sim card (attached photo) itself it clearly states activate by 08/13/2024. When I tried to activate it they said both sim cards were expired which did not make sense because it clearly states activate by 08/13/2024. They said that it had to have been activated within 90 days of purchase. However, nowhere is this info stated on the sim card or the paper that came with the sim card (both photo attached). This seems a very shady and confusing practice to consumers. Reading some of the comments here on BBB it seems that many people have complained about the same exact thing and Redpocket remedied the situation by providing them with the activation codes. All I want is the same, to activate these two cards that I have or for Redpocket to send new ones that I can activate or refund my money so I can buy new Redpocket sim cards that I can activate. Thank you,

  Business Response

  Date: 11/06/2023

  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 encountered difficulties while activating their eBay purchase. As stated in our terms and conditions, both on the eBay listing and on Red Pocket's website, service plans must be activated within 90 days from the order date; otherwise, they are considered inactive.
  
  In our ongoing commitment to providing the best customer experience and offering a fair solution, we have taken the initiative to generate new PINs for the eBay-purchased plans. The new PINs are *********99410 and *********60486 for the 360-day plan, which includes 200 minutes, 1000 texts, and 200MB at 4G LTE speed.
  
  On 10/13/23, the customer successfully ported in their numbers ending in 1690 and 1730, using the new eBay PINs that we provided to them.
  
  We can confirm that on 10/15/23, the numbers ending in 1690 and 1730 were successfully ported in, and the eBay plans were also applied.
  
  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: 11/07/2023

  
  
  Complaint: 20805256
  
  I am rejecting this response because:
  The two PINs that was provided to me recently was because I purchased again two new SIM cards on Oct 9 2023 (see attached screen shot) so the phones can be used. That has nothing to do with the bbb complaint. This bbb complaint is for the two PINs I had purchased in the past that expired and I need new PINs for those so they can be activated. Please check your records and the attached screenshot of SIM cards, you will see that I purchased a total of 4 SIMs but only received 2 activation PINs. Please provide me with two new PINs for the SIM cards I purchased more than 90 days ago.

  Regards,
  
  F*** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/13/2023

  We regret that the customer has yet to accept our initial response. Upon further review of the account, we’ve identified only two recent eBay PINs. The other transaction dates back to 2022, outside our 6-month courtesy period. We’ve already addressed and replaced the eBay PIN associated with the most recent purchase, and the customer successfully applied the PIN to his account.
  
  Per our terms and conditions on the eBay listing and RedPocket.com, service plans must be activated within 90 days of the order date. Any plans that are not activated at this time will be rendered inactive. However, we can offer an exclusive 10% discount on a new purchase of any eBay or Red Pocket plans.

  We hope our attempt to restore confidence in our company is well received and successfully addresses the complaint.

  Customer Answer

  Date: 11/14/2023

  
  
  Complaint: 20805256
  
  I am rejecting this response because:
  

  Again, Redpocket has never reissued a PIN Im not sure why they keep saying that. I purchased two new SIMs on Oct 9 2023 and on Oct 11 I received the PINs automatically and activated both of them. How can you say that you reissued the PIN when they were activated within 2 days of purchase? Don't you reissue only if they are expired after 90 days?  

  If the SIMs from 2022 are expired then why does it say Activate by 08 13 2024 on the SIMs?  I asked this but it has not been addressed and I provided several attachments.

  If you cannot reissue the PIN for the 2022 SIMs, then can you just extend the renewal date for rhe current accunts?

  Also, could you please provide me with the contact information for your CEO J***** ******.

  Thank you.

  
  Regards,
  
  F*** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/19/2023

  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.

  In March 2023, I purchased the Annual UNLIMITED EVERYTHING plan (with 5GB of guaranteed high speed data) for 2 phone lines. I have tried to be understanding and patient with them but after 7 months I have not had a single month that the service I paid for is actually being provided. They either completely shut the data off before it even reaches 5GB or they shut it off completely and do not even provide low speed data. Remember, I have the Annual UNLIMITED EVERYTHING. EVERYTHING. I paid a good amount of money from my hard earned money to essentially not be provided the service I paid for. That is considered deceptive and false advertisement if they will not provide the service that is paid for.

  Business Response

  Date: 10/26/2023

  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 viewing the customer’s account, On 10/11/23, the customer contacted our support team via phone to report that their mobile data had not been working for several months. The customer mentioned that after using high-speed data, they expected access to low-speed data, but mobile data stopped working once the high-speed data was exhausted. The assisting agent provided all troubleshooting steps; however, the issue persisted. Consequently, our support team escalated the customer's account for further investigation.
  
  On 10/13/23, one of our support team members attempted to contact the customer via phone to check if their service had been restored and to provide additional troubleshooting instructions. However, the customer did not answer the call. As a result, a follow-up email was sent by our support team.
  
  On 10/25/23, a member of our support team contacted the customer to follow up on the previous escalation and to resolve the issue. Ultimately, the customer agreed to a SIM card replacement.
  
  If the customer has received the physical SIM, we kindly request that they email our support team at [email protected] with 'BBB Case # 20755961' as the subject line. One of our representatives will assist in registering their physical SIM card.
  
  We hope that our attempt to restore confidence in our company is well received and successfully addresses the customer's complaint.
  

• Initial Complaint

  Date:10/19/2023

  Type:Sales and Advertising 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.

  Company is misdirecting people so that they do not get rebate. August 28, 2023 Purchased I-Phone SE . Activated 8/31 Understood from the advertising that is was $200 off with $100 rebate after 3 monthly payments. I noticed that I was charged $353.99 instead of $253.99. They said that this was correct. That the phone was only $100 off with a $200 rebate after 3 months. (Current advertising said what I said) Ok have to wait to get $200 back but ....Apparently when I had clicked on the box for the phone with that rebate, it brought me to a page that did not show how to get the rebate. (Try it yourself). But it did show options. I remembered that I had to have the three monthly payments to get the rebate. I signed up for and payed the first monthly payment. $20. When I went back to pay my second payment by October it said something about a re-occuring payment for a rebate. But then I noticed another thing said it had to be on autopay which mine was not on autopay. I did not see that when I bought the phone and nothing directed me to that in order to get the rebate! The company will not call to talk to me as of this date even though I have requested many times. I am currently getting a lawyer to help me. I will be giving them bad reviews as well. Besides this they did not turn my phone on for the first week when I had it and I couldn't figure out why it was not working. They said I didn't have good service in my area. Finally my son figured out that they had not turned on my data. I called and told them and then they turned it on and it worked. But they only credited me two days and not the whole seven days. My family has four other I-phones! They were going to switch as well if I had good service. But customer service is horrible and impersonal always by email where they just give you a decision not any choices. Red pocket phone number ###-###-#### IMEI #35 43**** 701307 8. IMIE 2 #35 4****8 922973 0 Activation 8/31/23

  Business Response

  Date: 10/26/2023

  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 viewing the customer’s account, On 08/28/23, the customer purchased an Apple iPhone SE (Locked) in Midnight with 64GB of storage, along with a 30-Day Unlimited Everything + 5GB high-speed eSIM plan, for a total of $429. This purchase included an instant discount of $100.00, with an additional $200 rebate after 3 months on a qualifying plan. The order number for this purchase is E*********8, and the total amount paid was $354.34.
  
  On 10/10/23, the customer contacted our support team via email inquiring about the $200 rebate for their iPhone purchase. The assisting agent informed them that they were not eligible for the rebate because they needed to complete three consecutive qualifying plan refills to qualify for it.
  
  Despite the customer's initial iPhone purchase with a plan, the initial plan does not count towards the required three consecutive months. Up to this point, they have made the following refills:
  
  E*********9 on 2023-10-09 for $21.00.
  E*********4 on 2023-09-13 for $21.00.
  To meet the qualification criteria, they need to complete a refill in November. Once the auto-pay is processed, the customer will receive an email with instructions on how to claim their rebate.
  
  For additional information, the customer can visit:
  
  ****************
  
  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:10/17/2023

  Type:Service or Repair 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 moved from T-Mobile to RedPocket service with underline service provider as AT&T. I have been struggling with the mobile data and text messages from day one on both of my family lines. Filed numerous complaints, talked to multiple agents. All they say is, they are resetting network configurations and then ask me to restart the phone. Even after restarting, data does not work. Its been frustrating. While on the road, I cannot access GPS, or maps. Not even google.com. Why are they charging me if they cannot provide services?

  Business Response

  Date: 10/24/2023

  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 viewing the customer’s account, on 10/08/23 the customer contacted our support team by phone to report an issue with their mobile data. The assisting agent provided troubleshooting steps, and the customer confirmed that the issue was resolved.
  
  On 10/17/23, the customer contacted our support team by phone once more, this time reporting issues with both mobile data and text messaging. The assisting agent provided comprehensive troubleshooting guidance and offered instructions for manual device configuration. However, the customer expressed a preference to speak with a supervisor, but before the supervisor could come on the line, the customer ended the call.
  
  On the same day, the customer decided to port out the numbers ending in 1026 and 7811 to another service provider. We can confirm that both numbers were successfully transferred to the new provider on the same day.
  
  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: 10/25/2023

  
  
  Complaint: 20741226
  
  I am rejecting this response because:

  1. You can mention anything in your own notes, but issue was never resolved. Also there are more the 5 calls on different days for the same issue in past 1 month. Please recheck your records. 

  2. I called in 2 days for the same issue and second day when the agent told me to get a new phone, that is when I asked to talk to a supervisor. After waiting for more then an hour on the phone I had to disconnect the phone. I did asked the agent to inform the manager to give me a call back to which he said, he cannot grantee for a call back. At that point I mentioned that I have other works to do and not just keep on waiting for someone for more then an hour. I did asked him to inform his supervisor to call me in next 2 hours else I will have to port my numbers out. I am paying for the services which is not working at all for almost a month which was impacting my work, my wife's work, along with that, I have a kid who goes to school and text messages are very important for us along with internet for which we pay. 

  3. I am seeking full refund of my amount for this month (at least which I did not used for more then a day) in order for this case to close. 

  
  
  Regards,
  
  P**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/02/2023

  We regret to learn that the customer has not accepted our initial response. We apologize for any inconvenience you may have experienced with our support team. We will forward your feedback to our support management for further review.

  In our commitment to ensuring the best possible customer experience, we have gone ahead and provided a refund of $52.30 under order number E*********0, as they have ported out their numbers.

  Customer Answer

  Date: 11/02/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20741226, and find that this resolution is satisfactory to me.
  
  Regards,
  
  P**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/16/2023

  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.

  Purchased RPM (Ebay Store) 360-Day plan for $107.17 USD, on March 24-25, 2023. Activation Code was promptly forwarded through email with the Activation Code to start your phone service: *************5. The email also advised this code (not the minutes or the purchase) is valid for ninety (90) calendar days from your order date. I was not able to activate the code within that time frame. On October 8, 2023, I attempted to use the activation code which of course failed. Called RPM directly to get another activation code and they said I had to go to the ebay store for a resolution. Contacted the store on the same day requesting another (new) activation code since the previously issued code expired. They repeated the code had expired and offered to sell me another plan at a 10% discount. Responded I understood, but can't another code be generated? As it stands, I do not have the minutes I paid for, nor the money used to pay for them. They have the money without providing the service. As I understand it, the activation code expired but not the minutes since they were never activated or the purchase of the minutes. If the customer does not activate the code, they should either be entitled to a new activation code or a refund.

  Business Response

  Date: 10/19/2023

  We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide additional details regarding this complaint.
  
  It is our understanding that the customer encountered difficulties activating their eBay purchase, specifically the PIN *************5, which is a $10 - 30 Day 500 MOU/500 SMS/50MB plan. The issue arose because the activation PIN had already expired.
  
  As outlined in our terms and conditions on both the eBay listing and on Red Pocket's website, service plans must be activated within 90 days from the order date. Plans not activated within this timeframe are considered inactive.
  
  In our ongoing commitment to ensuring the best customer experience and delivering a fair solution, we have taken the initiative to generate a new PIN for the eBay-purchased plan. The new PIN is 32191837642782. We kindly request the customer to activate this new PIN within the next 90 days.
  
  We sincerely hope that our efforts to rebuild trust in our company are well received and effectively address the customer's concerns.