AnneMarie S

Jul 24, 2023

Beware: Customer Svc is poor

I've been a customer with RedPocket since May of 2020. I like that about 50% of the time I have good service. It's unlimited talk, text and data, which, for the money, is a very good deal. I like that I can pay one time a year for my cell phone service and not have recurring payments. One negative is that there is voice lag time: often I end up speaking over the other person which makes me appear rude, which in a professional situation, is not a good way to present myself. Two: customer service is poor. The Help Page on their website is horribly outdated. The help page should be able to present clear directions on, for instance, how to set up your voicemail. I've currently been nearly four months with them not being able to figure out how to get my voicemail working. Three: If you try to call in to get help with something like setting up voicemail, you can sit for more than an hour. They spend ten minutes verifying all your information despite the fact that you are talking with them on the phone and they can see all this information on you. They don't keep notes on what steps you've already worked with them on or email you to confirm the instructions they've given you. Of course their call center is not in the US and you never talk to the same person twice, so you have to start all over. It's a waste of my time, which is extremely frustrating. Four: I have calls drop at least once a week. Five: at least once a month I receive a message: "You are roaming" despite the fact that I am within a block of a tower near my home. When this “roaming” problem occurs, my phone is not able to be used to make calls. I turn my phone off after this happens and about half the time it solves the problem. Usually I end up waiting until miraculously the problem solves itself. They cannot give me an explanation as to why this happens. Again, as a professional, using a cut rate system, makes me look cheap, but I am not certain if other phone carriers are much better.