2 steps forward, 1 step back

Like many of you I updated the App yesterday and then ordered a refill on my Red Pocket Monthly Essentials Plan (10 bucks a month so I redeemed 12 gold) I then sent CS (cellNuvo CS) a ticket with a copy of the conformation page that said I just bought a refill for 12 gold to red pocket, and simply asked if they knew about when it would be credited to my account. Here is the reply I got from them today

CellNUVO commented:

We have an updated version of our app out (version 2.7)- do you have that update? If not, please update to that version.
Our current carrier partner is having difficulty supporting the infinite plan with $5 top ups. At this point, we suggest going to the redpocket website and pick a new monthly plan to avoid these top up issues. You can also pick a plan on any other major carrier, and use your Gold to pay for it. When you have the updated app, you'll be able to enter your carrier info in and use earned gold to pay the bill.
That said we are actively seeking carriers that can support the Infinite Plan without top up issues, however if we can not find a suitable carrier to support this plan, we will have to phase it out. Right now our plan is to have a solution in the next week or two.
Thank you so much.

The attached "screenshot" I sent them shows I have the new app version. It also shows I'm renewing a Red Pocket monthly plan (not the 5 buck infinite plan) Also I put in my "account number" for Red Pocket which is for the monthly plan. So I can conclude either they didn't bother looking at the attached screen shot, or they don't know what they are doing. At this point I don't know which is worse...

"So I can conclude either they didn't bother looking at the attached screen shot, or they don't know what they are doing. At this point I don't know which is worse..."

Both together.

Hey Frasier1, that's the exact same reply I received few days ago, less the 2.7 app part. What a coincidence! :blink:

Sounds like the same message others received. Seems like the same blurb is sent out for anyone having top up issues/questions

This is the reply I sent back. I don't know how I can be anymore clear on what the issue is...
I already updated the app and I've already switched to the Red Pocket monthly essentials plan. I've already refilled the account with 12 gold using your New App. I attached the conformation number
Conf # 93391138F0 So i've done everything, my question is when will the 12 bucks (12 gold) be applied to my Red Pocket account? I refilled it Wednesday around 4PM and so far it has not been refilled.

For what it's worth, my T-mobile account has not been refilled either. I think mmfacemm is the only one who has had any success at this point.

This is the receipt I sent CellNuvo CS

It looks really nice and professional like mine did, but why, after hitting the OK button, did I get a sinking, depressive feeling?

Just be aware that redpocket do not rollover credit. so if you top up $12 on the $10 plan that extra $2 will expire at the end of the service month. Nothing rolls over month to month at redpocket.

At least that is what rp chat told me yesterday.

Not sure about the infinite plan as that is supposed to have no expiry. My infinite plan line expired last night (my other line not the one with the successful top up) It had been rolling over for a couple of months

Yes it is disappointing not even one other person has come forward with a successful top up yet.

Wow this company needs Lucy to straighten this mess out.

I just got this reply back from CellNuvo a couple min. ago...

CellNUVO commented:

Refills can take up to 24 hours to process- please see the following message for more info- thank you so much.
Dear CellNUVO Customer:

If you haven't noticed - version 2.71 of our CellNUVO app is live in the Google Play store!

With this comes some other changes that are really awesome.

You can use your Silver and Gold to pay for any cell plan with any of the major wireless carriers and our partner carriers too.

We are encouraging all customers to go to Red Pocket Mobile - THE RED POCKET UNLIMITED PLANS and pick an awesome monthly plan from Red Pocket, and then you can use your gold to pay for it.

There was a bit of confusion regarding the infinite plan with Red Pocket (basically between how we originally set up the plan and Red Pocket telling us how they built this plan, we misunderstood some of the nuances which caused various misunderstandings and incorrect expectations). As a result, this plan will not be available after this year ends. All customers who are on the Infinite plan must select a new plan before the end of the year (or will lose service on January 1). Those who are already on one of the Red Pocket monthly plans will not have to get a new plan. With Red Pocket, you will have a plan that is renewed each month by simple taps in our app (store section). It will generally take less than 24 hours for the payment to be processed with Red Pocket and the Gold deducted from your account - it will be longer for other carriers.

Best part is that we have even more Silver earning opportunities allowing for a better plan with more minutes, text and data. Whatever plan you choose the app will still be able to guide you to earn enough Silver every month to get your new plan for FREE by using your Gold balance to pay it all. We have some great new partnerships that, in the future, will allow you to use your Silver and Gold in a multitude of ways, far beyond just cell service.

If you choose to leave our current carrier partner and pick any plan on any of the major carrier, you can still use your Gold to pay your new carrier's bill. However, you will need to request that payment be made well in advance of your due date as payments to other carriers currently require a different process that is much slower (it could take anywhere from 48 hours to 7 days for them to receive and process the payment, which is totally out of our control). You can add your account info in the store, and we will, if you have enough Gold, pay your bill for you.

This is a bit of a change, but this is a really good change, since moving forward, those that have the capacity to handle network related support issues will be able to solve your problems directly, instead of going through our support team. Of course, our support team will still be there and have now more time to help with any app related issues, so don't hesitate to reach out to them support@cellnuvo.com.

If you already have an account with us, and have the app installed, the update shouldn't require you to do anything other then go to the Google Play store and install the update. Some users MAY have to enter in their account info, so you may want to write that info down before you update (your account info can be found under the Account Info section within the CellNUVO app, you can use the word NUVO as an activation code).

CellNUVO changed the status to Waiting for customer.

New 2.72 update in Google store

So sending a payment to Verizon Sprint or T-Mobile will take 48 hours to 7 days? Did I read that right?

Also I am having an issue with my pocket also. My account was going to expire I was on the $10 essential plan that was waiting to be funded so basically just a vessel. When I contacted red rocket after it was expired they were able to activate my account but they put me on the $5 15 day Pago plan. I did not ask him to do that. Now that I asked them to put me back on the $10 essential plan they won't do it they tell me I have to use a credit card I have spoken to at least two people and I'm really tired of arguing with them. I don't understand why they can move me once but they can't move me again so stupid

Well, double darn about the Infinite plan. frasier1's copied CS response indicates it's going away by the end of year, and mmfacemm's Infinite plan (that looks just like mine in the RP dashboard) just expired despite showing "null" as the expiration date.......
I was really hoping to be able to let that plan stay on that line.....
Oh well-- at least mine was still working last night, and I don't really need it right now. I'm planning to wait a little to see what options turn up, and learning from those of you trying various things..
I'll go to a Red Pocket monthly plan if I have to, but I've been less than thrilled with what appears to be multiple issues at RP-- and for now, the $10 Essential plan isn't a good fit for me.

Calling and speaking with a rep at Red Pocket seems to be a waste of time. They are ignorant and ultimately unable to get anything but the simplest tasks completed. I tried speaking with them over several days with more than 10 reps, all were the same.

Chat is the way to contact Red Pocket. The reps are much more helpful, knowledgeable and you don't have to wait on-hold to get a rep. Also once you are done communicating with them you can have a record by saving the text.

One was chat the other phone

It'd be nice if they emailed or notified everyone of these updates instead of individually replying to some.

I found they updated their text here: https://cellnuvo.com/announcement.html matching the replies to some individuals.

They push some updates via the app but yes I agree they could notify us all more. If we weren't on here we'd be lost.

Right, I don't know about other people, but paygo is best for me. A long time ago I tried Lycamobile before they forced people to new sim cards and I had $10 on it. That lasted me over a year! It feels like a crime to pay $10/mo and barely use the phone and lose those minutes/texts/data you don't use every month.

At this point, I may just give up, wait for the Amazon option and cash out and chuck this Cellnuvo app out the door. I'll probably move the phones to running Swagbucks apps since they have a paypal option, I could take $10 of my earnings and go to Tello and probably get another year of real service that way.