RED POCKET MOBILE OWES ME $140.

Yes, Red Pocket Mobile owes me $140.  I have sent 2 prior emails and another today regarding my situation, and I have yet to hear back from Red Pocket.  Here's the details:

I am not happy regarding a refund being denied for the remainder of a 360 day prepaid plan that I converted to a subscription plan on December 17, 2018.

Here is what happened:

- In June of 2018, I purchased from the Red Pocket ebay store a 30-day plan and activated it on GSMA network to see if the service was satisfactory where I intended to use it.  The network signal was strong at my home and work, so I decided to purchase a 360 day plan from the red pocket ebay store for $240.  I continued to use the service and was happy, until:

- In November/December of 2018 I noticed a change in the network signal and service for GSMA.  I had no signal at my home and was unable to make or receive calls or sms messages in my home area. I understand Red Pocket is an MVNO and does not have control over changes that the owner of the network makes. But I could not continue using the GSMA network if I had no signal anymore.

- On December 17, 2018 I contacted Red Pocket support via the chat support tool, requesting to change my network to CDMA due to the poor GSMA service. I have included the chat conversation below.  The support agent was helpful and during the process, discovered that the 360-day plan was not compatible with CDMA network.  I asked if I could change to a subscription plan and have a portion of the 360-day plan refunded.  The support agent told me that if I contacted the Red Pocket ebay store that they would process the refund for the remaining 7 months of the 360-day plan (which is $140).  I agreed to do this and the support agent changed my plan to the $30 subscription plan on CDMA network.

- On December 17, 2018 I contacted the Red Pocket ebay store to request a refund for the remaining portion of the 360-day plan.  I stated that Red Pocket support had instructed me to contact them to process the refund.

- On December 19, 2018 I received a response from the red pocket ebay store that a refund would not be processed past 30 days (copy of response is below).

Here is what I am requesting:

- A refund of $140 for the unused portion of the 360 day Red Pocket plan, credited to me via Paypal, OR

- 5 months of my $30 subscription fee waived or credited to my Red Pocket account, OR

- 5 months worth of refill PINs for a 3GB/mo CDMA plan

I followed the instructions of ther customer support agent but I have lost $140 worth of service.  Red Pocket's agent gave me false assurance that I would receive a refund after switching plans.

-----CHAT CONVERSATION WITH RED POCKET SUPPORT 12/17/2018-----

CS JMHello. How may I help you?

Daniel 8:46 pmHello. I am having problems with poor voice service on the GSMA network.

8:47 pmThe 4G LTE service is good at my location, however I am unable to make calls here. This started about 4 weeks ago.

8:49 pmIt is my understanding that on GSMA network the data is 4GLTE but voice is on 3G/GSM.

CS JMIs your phone CDMA compatible?

Daniel Yes it is.

CS JMPlease provide the IMEI/ESN/MEID of your device, let me check your device for CDMA compatibility.

Daniel IMEI is **************

CS JMDo you have a CDMA SIM?

Daniel yesICCID ***************

CS JMPlease hold on.

Daniel okay

CS JMSince you are on 1 year plan, we strongly suggest to transfer on the renewal date as it is our policy. Your next renewal date is: 2018-12-25

Daniel What happens if I transfer now?I don't understand

CS JMYou will lose the 8 days.

Daniel So my plan will shorten by 8 days from the 360 days?So July 15, 2019 instead of July 23, 2019?

CS JMCorrectDaniel I will accept the 8 less days.

CS JMAlright. This takes time. Please hold on.

Daniel Yes I understand.

CS JMThank you.Still working on this

Daniel okay

CS JMWe are just waiting for CDMA to activate.Once activated I will transfer the plan too.I am sorry, it takes longer than expected

Daniel that is ok. thank you.

CS JMDaniel.I almost forgot.Before I completely activate the CDMA.Your plan is $240 and that is not compatible with CDMA.Your next option is $249 plan but you have to add $10 for it BUT the downside is, it only give you 2GB high speed. Are you up for it?

Daniel Is there any option with more data?I would happily change to a $30 monthly plan if you can grant me some credit for the remaining balance from my current plan.

CS JMLet me see if that is possible. Because I think they will just refund the remaining and ask you to purchase $30 plan.Please hold on okay?

Daniel okay thank you.

CS JMI am still confirming from the eBay support if they can allow it.I am sorry to take so much of your time.

Daniel it is not a problem. you are helping very much.

CS JMSorry, they said the conversion is not possible.We can do upgrade, or refund then you purchase the $30 plan.

Daniel Okay. What does that mean? You will refund what amount?

CS JMPlease contact the eBay seller for the PIN and they can refund the remaining 7 months of your $240 plan.

Daniel Okay I can do that. So then for now we can change to $30 subscription plan on CDMA?Or perhaps the family plan since I have another line on the $30 subscription?Sorry, no my other line is on the $40 plan. I would just like to activate the $30 plan on this line.Are you still there?

CS JMyes I am.Shall I continue with CDMA?

Daniel Yes. I would like to do the monthly subscription for $30 plan on CDMA.

CS JMYes you can do that.

Daniel Yes please continue.

CS JMAlrightIt is done and just activating CDMA

Daniel excellent.

CS JMIt is done.

Daniel so I should insert cdma sim now?so I should insert cdma sim now?

CS JMYes I just activated it.Please turn off your phone. Kindly remove the battery (IF REMOVABLE) and SIM card. Put it back after 2 minutes then test

Daniel Are there any settings I need to change? I am not able to make calls and I don't believe the data is workingis VoLTE active?

CS JMIt is active.

Daniel When I make a call, it redirects to Red Pocket Customer Service.Do I need to activate the plan on my account?

CS JMYes you have to activate.You need to purchase plan.

Daniel It appears everything is working so far.Thank you very much. And now I just need to contact the red pocket ebay seller for refund?

CS JMYes please

.Daniel Okay. Thank you for spending the time to help me. Read

CS JMPleasure is mine Daniel

Daniel Have a great day.DeliveredYou rated our customer service as good.

------EMAIL CONVERSATION WITH RED POCKET EBAY STORE------

New message from: redpocketstore  Top Rated Seller(6,314Green Star)
Hello!
Thank you for contacting Red Pocket Mobile!
Sorry for any confusion. We no longer process refund if it's past 30 days. Please check the return policy on the item description.
Let us know if you have any further questions. Thanks!

Your previous message
Hello,
I was told by Red Pocket customer support to contact you regarding this order. Due to suddenly poor GSMA voice coverage in my area, I had to cancel this plan and purchase another Red Pocket plan on CDMA network. The customer service stated that you would refund a portion of the remaining 7 months of the plan if I gave you the pin, which is **************. The plan was activated in July 2018 and canceled 12/17/2018.
Please let me know if you need any additional information from me to process the refund.