TLDR: Red Pocket reps admitted their relationship with Good2Go Mobile to me this week. As a longtime Good2Go customer, I’ve been without phone service for a month. Somehow Red Pocket now controls my old number. Hmm. My new company, US Mobile, has been requesting a port-out from G2G for more than two weeks. Not only are all the requests ignored, the number shows up in the system as RP’s, so US Mobile keeps telling me to talk to RP, who tells me I’m not an RP customer, so they just keep giving me G2G’s contact info (which has been a black hole for a month). RP refuses to escalate the issue or to lift a finger.
What am I missing here? This whole disaster seems immoral and possibly illegal. G2G left a lot of customers in the lurch, and now it seems RP is holding my number hostage (they’ve been happy to try to sign me up). My number is very old, and key to various accounts, so I feel I can’t let it go. RP ghosted me when I tried to plead my case via email beyond their basic chat reps. They feel no obligation to help. I think that’s twisted, especially since they now openly admit an alliance with G2G.
Details and context:
When I first asked RP chat for help a couple of weeks ago, she made me sound nuts for mentioning their relationship with G2G (this was after USMobile repeatedly told me their system showed RP controlled my number). This past Monday’s rep, however, finally admitted the relationship, but said he was not at liberty to reveal details, and they have been instructed with talking points that don’t allow them to consider RP’s role in the collateral damage.
They refuse to acknowledge that, at least in my case, RP is the ONLY avenue of redress, as long as G2G is a zombie. How did this happen, with no permission or knowledge on my part, without me ever having any dealings with RP? I was hoping if they could just escalate the matter to a real porting team, they could simply try to respond to the port-out request, but the chat reps refused again and again, telling me to email the executives if I wanted. So I emailed their top three executives, as well as their less formal “Forums” email group, and have received nothing but silence.
It’s infuriating to be continually instructed to contact my “customary service team,” (sic) and then be given G2G’s contact info, when RP knows I have been unable to get a response of any sort from G2G for over a month. I’ve even left phone messages with my entire port-out number. If RP reps are telling the truth that they cannot respond to the port-request for whatever reason, then someone needs to find a working back-channel phone or email for their new partners G2G and coordinate the release of my number. Yet they seem completely uninterested in the question of why RP’s name is all over my number.
I am disabled, living on my own, now without a phone for a month. I fear the havoc of changing numbers, since I’m already being locked out of certain accounts, so I just keep trying everything I can think of. When G2G first sent me a replacement sim card, it did not work (obviously), and I tried all possible fixes, spending hours and hours on Reddit, etc, and of course leaving messages with G2G – and I’ve yet to get a response of ANY kind.
I don’t know if my situation is a fluke, or if some customers have had their requests honored, but in my case I feel Red Pocket is now culpable for the theft of my number. Clearly, my number would not have shown up under their domain had they not formed a relationship with the failing G2G. Right?
I can’t believe RP doesn’t care enough about the company’s good name to investigate this ASAP. I suspect they could resolve this in a few minutes if they were willing, but instead they are ghosting me. I filed an FCC complaint a couple weeks ago, but it’s not helping. I have not officially cancelled my G2G account, but I have removed my credit card from their website.
Source: r/NoContract · by /u/Peterpause