Lazy Man and Money

I Feel Scammed by Red Pocket Mobile (Cell Nightmare 1)

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Sometimes trying to saving money is an extremely difficult job.

A couple of weeks ago, I wrote about this Red Pocket Mobile Deal. In short it was unlimited cell service on AT&T Network (5GB LTE) for a year at $240. That’s $20/mo. for those who are math challenged. I’m paying $35 a month for similar service at Cricket Wireless.

Who wouldn’t want to save $15/mo., right?

It looked to me that Red Pocket Mobile is one of those resellers who run on very thin margins, which is what leads to the low price. I’m used to going with the frugal option and giving up customer support. My view is that typically once you get service up and running on reliable network (AT&T) it’s smooth sailing.

One thing concerned me about the deal, the return/refund policy. I’d need something very solid if I’m committing to buying a year’s worth of service. Hidden away at the bottom of the Ebay store listing is a tab of “cancellation/refunds.” Clicking it gives you their policy, which is:

“We want you to be delighted with your purchase of this prepaid service. If you are not satisfied with your service and it is within 30 days of receiving your starter kit, we will refund your purchase in full. However, if you have consumed more than 30 minutes, 30 texts, or 30MB of data, it will be considered buyer’s remorse and a refund will not be available.

If you do not contact us to cancel the plan within this 30 day period, or if you consume more than 30 minutes, 30 texts or 30MB of data, your purchase will be considered buyer’s remorse and you will no longer qualify for a refund.”

Okay, if it’s within 30 days, they’ll refund… great. Oh wait, if I talked to someone for 30 minutes, received 30 texts, or used 30MB, they’ll consider it buyer’s remorse and not give a refund.

This scared the hell out of me. I took to Twitter.

That last request drew a wise response by @MLM_Police:

I followed up on DM and asked the same questions that I did publicly. On April 20th, they said escalated the request. By April 23rd, I reached back out to them, as it had been 4 days and I feared the deal would be removed or sold out before I received my response. On the 24th, they got back to me and said that they hadn’t received a response yet.

I decided to take a chance and buy, mostly because I believed that paying $20 for AT&T service is better than paying $35 for AT&T service.

I ordered my sim and it sat a few days while I found the free time to focus on getting it installed and activated. I started the process on Friday, May 4th early in the day. I decided to port my phone number because some of my dog sitting client text me directly. In hindsight, this was probably a bad idea.

Here’s the number portability section of the Red Pocket Mobile’s activation website. I highlighted two interesting sections.

Let me tackle the second highlight first. It’s very strange that a pre-paid phone company would ask for your Social Security Number. This Forbes article covers it a bit. In this case, Red Pocket Mobile doesn’t require it, which tells me they don’t need it. They’d like to have it. I remember thinking, “Hmmm, you escalated my question about the return/refund policy 2 weeks ago and I haven’t gotten a response yet. I’m not sure I’d like you to have my Social Security Number. Thanks!”

The other highlight is the “Account Password” of my (then current) carrier, Cricket Wireless. I used the password for the Cricket Wireless website. Big mistake.

This is the first time I’ve ported a phone number in years. I had read it takes a couple of hours. Here’s the thing they don’t tell you about porting your phone number. You never get notice (such as an email) about the completion of the port. And you have to reboot your phone for the new activation to take effect. So you fill out this form try back in 3-4 hours and hope for the best.

When my service wasn’t activated in 4 hours I called Red Pocket Mobile. They said that the PIN didn’t match. I said, “Of course it isn’t going to match my PIN… your website asked for the password. If you wanted the PIN you should have asked for it.”

I gave them my PIN and they submitted the new request to port my number. Four hours later, I still didn’t have service. Time for the second call to Red Pocket Mobile.

After one person disconnected me when they went to investigate, I got one who would work with me. She said that the PIN was denied. I asked what she had for the PIN information. She read the same information I submitted from the website hours ago, not the information I gave in my last call. It seems as though the call that I had four hours ago never happened.

Four hours later, I still didn’t have service. At this time, it’s getting late, so I decide to resubmit the activation and port request with the correct PIN from the website. My theory is that it can’t hurt. Maybe they are only allowed to go off of what is submitted through the website?

The next morning I call back and the customer service representatives tell me the PIN was denied again. Once again, she reads me the same password that I originally submitted and not the PIN that I’ve now corrected twice over the phone and once online. After I explain to her that I seem to be caught in a low-budget, direct-to-video version of Groundhog Day 2, she puts me on hold to investigate some more.

She comes back and says that it should work now! And amazingly it does! I can make a phone call! She painstakingly reads me through at least 10 APN settings to get the mobile network configured. Near the last one, my phone inexplicably erases the previous 9. I thank her and tell her that I’ll just do it through the Red Pocket Mobile app as the company intended.

It works without a hitch. I decide to take my dog on a short walk around the block while I check up on some news, Twitter, and email. (We were off the “beaten path”, so not this “phoning and walking” wasn’t really a danger.) Everything seemed normal and great with the LTE coverage.

I got back and it was time for the kids soccer practice. My wife drove the mile (maybe 1.5 miles) down the street. I don’t know why I had my phone out for such a short trip, but I noticed that I didn’t have LTE coverage. I only had “H” coverage and pages were slowed to a crawl. Uh oh. It’s panic time!

I looked at how much data I used. It was at 28MB. I had 2MB of data to spare before I had wasted $240 on cell phone service that I wouldn’t be able to use. In a panic, I quickly put my phone into airplane mode.

When I got back home, it was time to call Red Pocket Mobile again. I asked if they’d waive the 30MB requirement like I did in all the Tweets. Instead of promising they would, the phone person jumped to “Let’s see what we can do about this coverage. Turn your phone off airplane mode and we’ll get started.”

It seemed that he couldn’t understand the position I was in. If I turn the phone back on, it could get email updates and get over the 30MB limit. In order for Red Pocket Mobile to attempt to troubleshoot my problem, they’d effectively be demanding that I waive any right to a refund.

We went back and forth like this for what seemed to be forever. It was unfortunate, but I feel that Red Pocket Mobile put me into a corner where I couldn’t be their customer.

Finally after number calls over the 24+ hours, I decided to give up on Red Pocket Mobile. My wife was quite relieved.

I called up Cricket Wireless and said, “Please let me come back!” Their customer service representative said, “Sure, no problem. We’d love to have you back.”

Oh there were problems! We’ll continue that story in Cell Nightmare 2…

Red Pocket Mobile Conclusion

Like everything in this article, this is just my opinion based on my experience. It’s quite possible that the service is good and that I freaked out due to the refund policy before I had the chance to get a good feel for it. However, their lack of customer support and that policy really made it difficult for me to fairly review the actual phone service itself.

If you are thinking of giving Red Pocket Mobile a try, I’d recommend porting your number to something like Google Voice and then using that to route a new Red Pocket Mobile number to that Google Voice number. This has worked well for me in the past, with the exception of people getting confused when their caller ID gives them the underlying carrier number instead of my Google Voice number on outgoing texts and calls.