Happy Customer

Oct 9, 2024

This review is for Marcello, a support agent at Red Pocket Mobile

This review is for support agent Marcello at Red Pocket Mobile. He did a great job of straightening out my Red Pocket account billing issue...finally. But as for my experience with Red Pocket itself, it took me several days spent alternately on hold or on chat support trying to resolve a billing issue on my account. I will not go into the level of frustration and wasted time I endured from various Red Pocket support personnel or the number of chat support and phone support personnel I had to go through before I finally got to Marcello, and he solved my problem in a fairly short amount of time. Instead, suffice it to say that if it were not for Marcello, I would no longer be a Red Pocket Mobile customer. So, Red Pocket, if I were you I would treat Marcello well as he is outstanding compared to all the other Red Pocket support personnel I spoke to, and he is greatly helping your customer retention. I don't have time to wait on hold for hours to deal with something like cell phone service. I just need your cell phone service and billing to work, or if there is a problem, I need it resolved quickly and with minimal effort. I was about a minute away from dumping Red Pocket for another provider if not for Marcello. Then Marcello did what apparently none of the other Red Pocket agents I had spoken to knew how to do, and about 15 minutes later my problem was solved. Thank you, Marcello!