Locus Telecommunications, Inc.

Review: Hi I got two cellular phone plans with H2O wireless one is [redacted] for $30 monthly unlimited with auto recharge ( 10% off for auto recharge equal $27 ) and the other one is [redacted] for $40 monthly unlimited with auto recharge ( 10% off for auto recharge equal $36 ) . Since I got the auto recharge I never got the 10% off the plan price. Last month I called customer service to report for ###-###-#### and I was offered three more days to compensate me plus promising they will fix the issue (never fixed because it still show me under my account $40 not $36 how it should ) and this month they changed under my ###-###-#### account $27 auto recharge with $30 auto recharge taking $30 from my account been already set up for $27 without my permission .I was assured by customer support they will fix this , still not fixed.Desired Settlement: Please fix this two problems with auto recharge for ###-###-#### ($36 instead of $40 because of auto recharge advertised on ( https://www.h2owirelessnow.com/mainControl.php?page=index )) and for ###-###-#### ($27 instead of $30 because of auto recharge advertised on (https://www.h2owirelessnow.com/mainControl.php?page=index)) . Please stop making changes on my account without my permission . Thank you .

Review: I returned the phone in accordance with their return policy on 8/4/15. After multiple phone calls and e-mails, I still have not received my refund. Additionally, the reason I exchanged and returned 2 separate phones is they were misrepresented on their h2o wireless website as being Bluetooth capable. Maryland has a hands free cell phone law so Bluetooth capability is a must. Below is my latest communication mailed over 5 weeks agao:

On 6/1/15 I placed Sales Order No: INV-4198336. Your website had misrepresented the Alcatel 510A as being Bluetooth capable so I returned it for a Lynxx X2. This phone was also not Bluetooth compatible so I returned it for a refund. Instead your company shipped another Alcatel 510A which I immediately returned. It was delivered to your facility on 8/4/2015. Where is my refund?

relevant H2O Wireless GSM prepaid mobile number: [redacted]Desired Settlement: Refund

Business

Response:

Revdex.comRe: Complaint [redacted] ([redacted])In accordance with and in

response to the above-referenced matter, we thank [redacted] for allowing us to

review this issue. I reassure him that Locus Telecommunications

(H2O Wireless) remains committed to customer satisfaction.Our records indicate that the phone [redacted] attempted to

purchase was not Bluetooth compatible. We apologize for any misunderstanding or

inconvenience he might have caused. In

response to your inquiry we processed a full refund in the amount of $30.00. Please

allow 3 to 7 days for the credit to reflect in your account depending on your credit

card financial entity. The above being said, we respectfully

consider this matter closed.Regards,Compliance CoordinatorLocus Telecommunications LLC

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased the H2O Bolt in January 2014 with the no-contract cost being $50.00 a month ($55.13 with taxes). The stated agreement was for UNLIMITED 4GB of service. The computer is used primarily by my son for online gaming. I have been paying faithfully, on time every month, sometimes even earlier. February, March and April I had no problems. In May 2014, service was shut down after 10 days when I had paid for 30 days. The reason given was due to "excessive use." There was no warning, just no service all of a sudden. I had to pay another $50.00 to get the service going again; that translated to over $110.00 for 30-days' service. June thru October there were no problems. Then, same thing happened in November, but the store I give the payments to intervened and got the system going again without additional payment. Most recently I made the payment on 11/28/14 with the store's employee indicating I was good through 01/09/15, and service stopped on 12/10/14. The selling point for this set-up is unlimited use. There are no warnings indicating times when use is going over a certain amount of gigabytes. There was no difference in usage during the months of no problems vs problems.Desired Settlement: I want what I was led to believe I was paying for: 4G unlimited, uninterrupted use of wireless service for my computer. $55.13 every thirty days is not chump change for me. I do not like contracts, and that is why I thought the H2O bolt would work out.

Business

Response:

We ask that our valued customer please excuse any prior, inadvertent confusion caused by the systematic actions previously taken and note that their H2O BOLT service will be restored within the next few hours from this correspondence (today, 12/16/14). Their device will equally receive a new month of [complimentary] service, as a token of sincere apologies for any inconveniences and or delays experienced.The relevant H2O BOLT device will simply need to be power-cycled (i.e. turned off and back on) to accept our changes. That said, I regretfully advise that the actions previously taken were the result of the underlying carrier having flagged the relevant H2O BOLT device for "abuse", which resulted in the mutually undesired outcome we readdress herein. In an effort to prevent the same from recurring, we invite our valued customer to review the AUTHORIZED USE policy located within the services overall TERMS & CONDITIONS at https://bolt.h2owirelessnow.com/mainControl.php?page=Tc#authorized.We thank our valued customer for their time and understanding and respectfully insist that they directly contact us by way of our below-depicted toll free number if we may be of any additional product/service assistance, as we'll otherwise consider this matter to be effectively closed.Regards, Ricardo Barreras | Sr. Manager - Efficiency & Effectiveness | Customer Relations Department Office: 888-321-6641

Consumer

Response:

I have been unable to get in contact with Locus Telecommunications H2O boltpeople. There is currently no tangible resolution to extend my H2O Boltservice thru 02/11/15 as I do not want to give out my account number online.So, as of 12/23/14, their promise has not materialized and I am currentlystuck with paying double ($110.00) for only thirty days' service.

Business

Response:

Happy Holidays All, Please note that my staff has attempted to contact Mrs. [redacted] at ###-###-#### to no avail. Without being able to speak with her to obtain the relevant H2O BOLT MAC ID we regretably (yet understandably) remain unable to fulfill the previously promised service extension.That said and unless Mrs. [redacted] could advise the best time to reach her at the aforementioned number, we alternately ask that she kindly provide us with the H2O BOLT device-correspnding MAC ID and ACTFAST CODE. Upon receiving this information, we'll subsequently be able to extend the service accordingly. Thus, fulfilling our previously promised (complimentary) action.We eagerly await her kind response and once again, extend our thanks in advance.

Consumer

Response:

I have been contacted by the assistant manager of Locus Communications andhave agreed to the offer of an additional month of service. Thank you foryour assistance.

Review: Refund of $27 that was deducted after canceling of 4 hours of service. Cancelled after finding out they could not text data pictures. Even though the packaging we purchased claimed they could. Spent over the 4 hours trying to get the staff who does speak English but does not comprehend English to understand that picture data was a must and to please cancel our service. My wife ended up losing her phone number she has had for 10 years after she cancelled there service and was told she could have refund or her phone number. She chose refund. I cancelled and asked for refund but they never processed it nor did I get a refund. [redacted] pulled my number back which cancels [redacted].However after numerous calls to cancel and stop auto-pay they are going deduct this months charges on phone numbers that are inactive. Very unhappy and very exhausted trying to resolve with this company that has employees that does not understand simple requestsDesired Settlement: Refund of $27.00 for 4 hours of service spent on phone with them to try to get them to comprehend cancellation and refund

Business

Response:

I thank Mr. & Mrs. [redacted] for allowing us to readdress this matter and extend my sincere apologies for any inadvertent confusion, misunderstanding or delay that they may have experienced. I assure them that we remain committed to Customer Satisfaction despite what their respective experience may have led them to believe. In conjunction with such, I open by clarifying that Mrs.[redacted] [presumed] number of ###-###-#### is in fact port eligible if they so wish to retain it by porting it out (aka transferring it out) to a new service provider of choice. They’ll simply need to follow their new service providers [port in] instructions and do so before 09/17/14 as that’s the date said number is set to be recycled. Furthermore, I note that it appears that a simple misunderstanding dictated the mutually undesired delay of the relevant $27 refund. In an effort to rectify such and in the interest of time, said refund has now been issued. The corresponding credit should appear on the banks end within 3-7 business days. I equally apologize for the prior delay. The above being said, I emphasize that all phones/handsets under our [redacted] prepaid service/plans boasting “data” features must be fully compatible “with” and or be properly configured “to operate under” our service, in order for said phones/handset to enjoy all of the features that said service/plans entail. In an effort to assist with such, we employ an excess of 250 highly trained, motivated, bi-lingual support staff members and provide online tools at [redacted] . Unfortunately, despite our genuine efforts, some phones/handets especially non-Locus (aka subscriber provided) are simply not compatible or fully compatible with our aforementioned prepaid service (to include traditionally compatible phones whose individual internal settings/configurations were altered pre-Locus). Our internal database notations regretfully indicate that Mr. & Mrs.[redacted] phones fell under such category, whereby we thank them for having considered our service(s) and wish them well with their new and or future service providers. We’ll proceed to consider this matter effectively closed unless we hear otherwise. Regards, [redacted] Compliance & Regulatory Risk Management Department [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I pay 50.00 per month for portable hotspot. Advertised as unlimited. I paid for this month on December 30.this week, my service just stopped working. I called and was informed that my service was suspended for excessive useage. I could reactivate my service by making another payment or just wait till the end of my billing cycle, January 30. I was informed it is in the terms and conditions and I better go read them. Never have I known unlimited anything to have a limit. That is what unlimited is..unlimited. I want my monthly fee returned and want the company to change their advertising practices. If the service has limits, the public should be informed. Unlimited to me means no limits.Desired Settlement: Refund of my fee for January, an apology and a more transparent advertising policy.

Business

Response:

Revdex.comRe: Complaint No. [redacted] ([redacted]) We thank Ms. [redacted] for allowing us to re-address her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experienced. I assure her that we remain committed to our customers’ satisfaction. Ms. [redacted]’ service was terminated because her activity fell under “abusive” activity as defined in our Terms & Conditions/Authorized use Policy, which states:UNLIMITED PLAN ABUSEFor any Service that includes unlimited features, “unlimited” does not mean unreasonable use. H2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore considered unreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an bnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. H2O’s unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.g. downloading files). While most commonuses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibited. Our data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services orother parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over the network (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j) for any other reason that, in our sole discretion,violates our policy of providing “unlimited” Services for non-commercial use.this information can be found on the below link:[redacted] Nonetheless, we’ll restore H2O Bolt services and granting complementary service with a new billing cycle starting today January 30, 2015The above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed.[redacted]Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc.

Review: I had made a previous complaint for them over charging me for service, since then I have not had the correct service for my internet I will gladly get my itemized cell phone bill so I can show how many times I have called since October 1st, 2014Since they had to pay me back the extra $50 they charged for excessive use to an unlimited service they advertise. now my issues has caused them to give me an extension on my pay date and I was cut off yesterday (11/10/14)for excessive use How can I have excessive use if I been calling since oct,1 for my service to get fixed.. These are the dates I called 10/1/14,10/15/14,10/16/14,10/17/14,10/18/14,10/19/14,10/20/14,After this call I also called 311 for imformtion on how to file a complaint.,10/27/14,11/1/14,11/2/14,11/5/14 om this day I asked to speak to a surpervisor since I was not getting the help I needed and I was told they could not connect me to a surpervisor because that was not what the call was about. since October I been waiting for tech support to call me and have not received one call yet from them. I am at my last witts with the service I am recievein they are doing fraud against me now I called yesterday when my service was disconnected and was told I would have to pay$50 to restore my service since I used excessive use yet I have had to fight with my service just to get my college essays in its hurting not only my kids but my school work as well please help me get my service back to the way it was.Desired Settlement: I should be refunded the device price and my month that I was not able to use the service properly. Also A call from tech support or an actual supervisor expressing why my services was so messed up since I made the first report.

Business

Response:

We again thank Mrs. [redacted] for allowing us to re-address this matter and again extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experienced. I re-assure her that we remain committed to her satisfaction. In conjunction with said commitment and in an effort to effectively re-clarify matters, I respectfully [again] draw everyone's attention to the area our current TERMS & CONDITIONS entitled UNLIMITED PLAN ABUSE at [redacted] where the following is publicly advertised: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable use. H2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore considered unreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. H2O’s unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.g. downloading files). While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibited. Our data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over the network (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j) for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial use. The immediately aforementioned being said and while it remains mutually preferred and genuinely desired for all of our other H2O BOLT customers alike to enjoy uninterrupted service, Terms, Conditions and policies nevertheless apply and must be adhered. And unfortunately, anyone deemed to partake in activity that falls under the aforementioned definition of “abuse” by the relevant service-corresponding underlying carrier [who monitors the network] will be subject to immediate interruption in service, with or without notice. Given her statements, I presume that this is what previously transpired in her case. The above being said, I’ll again be restoring her H2O Bolt services (and granting a new, complimentary month of service) and again respectfully implore her to be more wary of her use going forward, as well as that of any family member or guest that may simultaneously rely on her H2O Bolt device, as to avoid being re-categorized as “abusive” or “unreasonable” going forward, particularly any continuous/prolonged periods of connectivity wherein an inadvertent strain on the network may directly ensue. I also recommend that she power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity. I'll also have one of our supervisors reach out to her via telephone so that they may potentially address any additional concerns that she may have, as we too hate to readdress this issue every few weeks or months. The above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closed. Regards, [redacted], Sr. Manager Customer Relations Operations

Review: THIS COMPANY CHARGED ME 50 DOLLARS FOR SERVICES I DON'T HAVE WITH THEM. I HAVE BEEN CALLING THEM SINCE LAST WEEK ABOUT MY ISSUE. ON AUGUST 2ND, I SEND THEM AN EMAIL OF MY BANK STATEMENT. THEY TOLD ME IT WOULD TAKE 3-5 BUSINESS DAYS SO SOMEONE TO CONTACT ME. THEN THEY TOLD 5-7 BUSINESS. TODAY IS THE 8TH BUSINESS DAY AND I HAVEN'T HEARD THEM FROM ABOUT MY ISSUE. ON AUGUST 12TH, THEY SEND ME AN EMAIL ABOUT MY ISSUE AND TO CALL THEM. I CALLED THEM BACK, BUT THEY KEEP TELLING THAT SOMEONE WOULD CONTACT ME. I NEED MY REFUND.Desired Settlement: I WANT MY REFUND.

Business

Response:

I thank Mrs.[redacted]for bringing this matter to our attention and re-extend our apologies for any prior, inadvertent confusion or misunderstanding. I reassure her that we remain committed to customer satisfaction. In conjunction with said commitment and having reviewed our internal records it appears that simple confusion and a slight delay on our part are at the root of this complaint. Elaborating on such, our records show that one of our [redacted] devices/services was recharged via our website on 08/01/14. At the same time, the online subscriber also enrolled in our Auto-Recharge program which [by itself] constitutes a payment equal to the service/plan value. When it was all said and done, the relevant [redacted] device benefitted from two replenishments and the associated debit/credit was understandably charged twice. I apologize for the confusion that derived from such [separate and distinct] actions and if such wasn’t effectively explained to Mrs.[redacted] at an earlier date. In the end, the same records show that a $50 refund was issued on 08/14/14 on the debit/credit card ending in [redacted] whereby no additional actions are warranted on our part. We’ll proceed to consider this matter previously closed and implore Mrs.[redacted] to not hesitate to consult our “Live” support staff if they may be of any future assistance.Regards,[redacted], Sr. ManagerCompliance & RegulatoryRisk Management Department[redacted]

Review: There was a payment made by me for telephone service to [redacted] on 12/19 after receiving a text message that my service was going to be cut off if I did not make a payment. I did so that day. On 12/23 an auto-payment was made for the same service to [redacted].

- 12/19 12/19[redacted] NJ $40.00

- 12/23 12/23 LOCUS TEL [redacted] NJ $40.00

I contacted [redacted] and they stated they did not see a double payment and would need to have me send them my credit card statement to them. After talking to my credit card company on 12/23, they informed me NOT to do that and they would take care of it on their end.

On or about 1/16/2014 I received an electronic document from my credit card company saying that indeed a double-payment was made and the double-charge was credited back to my account. On 1/23/2014 I went to make my monthly payment to [redacted] and found I could not make a payment. I called [redacted] and found they had cancelled my account because of "fraud". I was told that I would receive a call within that business day from the Fraud department so my account could be re-opened and until that time I could not use my account.

I was asked to print out a letter (which was never sent to me) and to "take it to my bank" to reverse the reverse. I told them the reverse was justified and gave them the dates of the two charges. They said they did see that but there was nothing they could do until the account was turned back on. They also took my telephone number (my wife's since they could not turn mine back on) and my e-mail address and told me it would be the Fraud department contacting me that day. I have yet to hear from anyone and have yet to be able to get my phone turned back on or to make a payment on my account.Desired Settlement: I wish to be able to make my monthly payment of $40 to [redacted] and get my telephone service reinstated as it has been since I have been with them. I was explicitly told they could not accept any payment while the account was in "cancelled" format and when I tried to make a payment via credit card it did not go through. I have been without a telephone and without a telephone number (which I have had for 15 years [ported to [redacted]]) for too long a time and have gotten no response.

Business

Response:

We thank Mr. [redacted] for bringing this matter to our attention and extend our sincere apologies for any prior inadvertent confusion, inconveniences and or unusual delays in addressing this matter. We assure him that despite what such may have temporarily led him to believe we remain committed to his satisfaction.

We're equally committed to the safety and security of our valued customers and public alike, whereas we understandably react aggressively when alerted to credit card fraud or identity theft related matters. It was in response to such a prior “alert” (aka notice) that Mr. [redacted] prepaid service was temporarily interrupted.

That being said and having reviewed all associated particulars and Mr. [redacted] generous accounts of the chain of events which unfortunately led to such, we’ve now reinstated the service under the relevant number and all recharging privileges. The [redacted] number now boasts a new airtime expiration date of 03/02/14. It will need to be replenished (aka recharged) on or prior to such date in order to avoid any future interruptions in service.

We close by extending our sincere hope that Mr. [redacted] finds our response and action to be suffice as we otherwise remain at his eager disposal at ###-###-####.

Regards,

Sr. Manager of Compliance & Regulatory

Review: I cancelled my h2o services on december 5,2013 and got charged on december 6, 2013 for a service that wasn't due until december 16,2013…i contacted them right the way and was told I needed to wait 4 business days, I called after 4 days and was told, I needed to cancel my auto payment with the third party company they had hired to handle all the auto payments, which they didn't know to inform me the third party information so I could talk to them, so I argued that I had h2o wireless as my chosen company and I don't see why I would have to go hunting after the third party they hired, so the attendant told me to wait , he came back and said everything was resolved phone was cancelled and my $50 would be refunded to me within 3 days, anyway over a week passed now is december 23, 2013, I never received my refund, I called them and was told I didn't received my refund due to me not sending an email to their billing department asking for my refund, my phone line still working they never cancelled it, and I was informed my next payment was gonna be due january 16 2013 in the amount of $50.00, and I was also informed they had my credit card as a form of my monthly payments which they were just charging my debit card , I don't know how they did it but now I had to call and cancel both debit and credit cards, nothing gets solved and I just get frustrated. I can't lie the service was ok, but when it came to canceling and getting my refund back it's just pointless.Desired Settlement: to once and for all cancel my wireless service, and refund me for the $50.00 they charged my bank account on december 5,2013 even though my payment with them wasn't due until december 16,2013

Business

Response:

COPY OF EMAIL SENT TO [redacted] at 5:23pm EST today (01/03/14):

[redacted]i [redacted],

As conveyed within my brief voicemail message left on your ###-###-#### contact number moments ago, I advise that I’m contacting you in response to the above-referenced complaint you previously filed with our local Revdex.com in late December of 2013.

That said and having read your statements expressed therein, I open by extending my sincere apologies for any inadvertent confusion, misunderstandings or frustrations previously experienced. I humbly assure you that despite what such may have temporarily led you to believe, we remain committed to your satisfaction.

In conjunction with such commitment and as our internal records indicate that our H2O Wireless GSM service under the therein-referenced mobile number of ###-###-#### was used well beyond the cancellation date you quoted therein as 12/06/13. And, in fact continues to be sporadically used to date (particularly for DATA/GPRS usage, as far as I can personally tell), I hereby respectfully request that you kindly advise me of a good day of the week (Mon-Fri) and time (between 9am-5pm EST, please) when you may be available and reached at your above-referenced daytime contact number ending in [redacted] so that I may call you and we may effectively clarify all associated matters and amicably resolve this matter once and for all.

I thank you in advance, wish you a good weekend in the interim and eagerly await your future communication(s).

Review: Locus Telecommunications is the company who runs [redacted] wireless/[redacted]. I purchase the [redacted] which is suppose to be 4G Unlimited Internet, up to 8 devices for 50 dollars a month. My children and I use my [redacted] in the house but at 3 AM on October 8 2014 even though my bill was not due until October 19 2014 they disconnected my service. I called their customer service line ###-###-#### at 9:24 AM to speak to a customer service rep. who proceeded to tell me that my service was disconnected due to "using it too much" I asked him to explain this to me because it clearly states UNLIMITED INTERNET but he just continued to tell me that my service was disconnected due to using it too much. I asked to speak to a supervisor or someone in charge he then put me on hold for 5 minutes and then said that there was no one in charge present. This is the third time I have had to call their customer service line and their customer service is horrible. The reps barely speak English and they talk to you like they are reading from a script and do not help at all.Desired Settlement: I would like my service restored until my due date and for to receive unlimited internet like they advertise. I don't want to have to worry if or when we are going over some invisible limit.

Business

Response:

We thank Mrs. [redacted] for contacting us and allowing us to re-address her individual concern(s) and extend our heartfelt apologies for any confusion, frustration and or delay(s) inadvertently experienced. I assure her that we remain committed to her satisfaction. In conjunction with said commitment, I’ve taken the liberty of reinstating her [redacted] service. I simply ask that she reboot her [redacted] device, so that it may recognize the changes and establish a new connection to the underlying carrier network. Note: the new/current expiration date of service is 11/21/14. That being said and in an attempt to clarify the “using it to much” matter or reference, I respectfully refer Mrs. [redacted] to the area within our online TERMS & CONDITIONS\Authorized Use Policy as found at [redacted] wherein the below is located: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable use. [redacted] unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore considered unreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration.[redacted] unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.g. downloading files). While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibited. Our data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either [redacted] wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over the network (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j) for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial use. Unfortunately, anyone deemed to partake in activity that falls under the aforementioned (i.e. violates our policy) by the relevant underlying carrier [who monitors the network] is subject to immediate interruption in service, with or without notice. Such appears to have been the culprit in Mrs.[redacted]’ case, whereby we implore her to be more wary of her use and or of that of her family members that may be simultaneously relying on the [redacted] device, as to avoid being categorized as “abuse” or “unreasonable” going forward. We also recommend that she power off the device when not needed. All in all, we again apologize for any prior, mutually undesirable experience and remain at her eager disposal by way of our ###-###-#### toll-free customer support number if we may be of any assistance in the future, as we’ll proceed to consider this individual matter to be effectively closed. Regards, [redacted] Sr. Manager Customer Relations Operations

Review: I am a customer of their H2O Bolt prepaid Internet service. I began my service in November 2013 and used it again in January 2014. In order to use their service, customers must "recharge" their accounts once the service expires after 30 days. The best way to do this is through the website. The alternate method is via calling the self-service number.

I attempted to use the service again in April of 2014. I tried recharging my account on the website only to be told my account was "Inactive" (not just Expired). I tried to activate it again via the website, but many parts of the website are non-functional, making this impossible. I tried to activate my account over the phone. I was told via the automated message that it was activated, but it was not.

I went to recharge my account on the website. It was still listed as "Inactive." I called a different number and spoke with an agent, who simply told me my account was activated. It was not. I also have to point out that more than one person with whom I spoke carried an extremely heavy accent. In situations like this, communication is vital. When I need to transmit and receive important information I need to understand the other speaker as they should understand me.

I sent numerous emails to the company expecting to receive assistance. Instead I received automated email messages. I attempted to chat with a live agent to solve my problem. After waiting for 30 minutes, the agent informed me that the chat service was only for cell phone customers and he could not help me.

One of the primary problems with this company is the fact that it is mostly geared toward THAT customer base, with little regard for helping customers using the Internet service.

After entering my debit card information into the self-service phone system, my debit card account was charged $50.00. I anticipated that my account would be in service shortly after. I waited FIVE days after my money was taken, and still could not get service.Desired Settlement: After this period, the money was shot back into my debit account. I still hadn't received any service. At that point I could not reactivate my account in any way, I could not even recharge it, and there was no one whom I could contact to resolve the matter as all avenues had been utilized.

I then left a complaint on the company's social media page. In response, the representative informed me I could message them and receive a personalized phone call. I messaged them, waited the next day and did not receive a call at any time.

The lack of true customer service from the company is unquestionably appalling. I only wanted to give them my money in return for their standard service. I had to search for a different phone number and spoke with an agent who correctly recharged my account and I enjoyed the service for the 30-day period until, the next month, the SAME thing happened. It shouldn't be such a hassle for anyone that wants to give the company their money in order to receive service.

Business

Response:

We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion, difficulties and overall frustration that she may have previously experienced. We reassure her that despite what such may have led her to believe, we remain committed to her satisfaction. That being said and having been previously made aware of the matter, I attempt to clarify matters and offer relevant updates [to Mrs. [redacted]] as follows:

1. Expired H2O BOLT devices may be recharged without any Customer Relations intervention and or “extra” steps. Unfortunately, the same cannot be said for inactive H2O BOLT devices as those devices need to undergo a manual restoration (aka “restore”) process. Such may be fulfilled by way of

our “Live” Customer Relations staff at ###-###-#### between the hours of 9am-12am ET or online at https://bolt.h2owirelessnow.com/mainControl.php?page=index under the SERVICES tab (upon signing in).

The previously attempted recharge(s) that Mrs. [redacted] referenced was/were unfortunately voided (thus, resulting in the temporary holding of funds on the credit-card issuers end) because our automated system was unable to replenish her then-inactive H2O BOLT device after the fact. I again apologize for any confusion that may have derived from said “temporary” holding of funds and if such wasn’t effectively explained to Mrs. [redacted] prior to this correspondence.

2. We’ve heard Mrs. [redacted]’s prior feedback and have since tested our aforementioned website and have made all feasible modifications in an effort to provide a seamless and satisfactory customer experience. *Prior issues are believed to have been attributed to web-browser incompatibility, i.e. web-browser and or plug-in updates that may have directly impacted our end user experience, unbeknownst to us.

We’re confident that Mrs. [redacted] will enjoy a more seamless and pleasant online experience going forward, as a result of our aforementioned joint efforts. To further ensure such and in light of her prior experience(s), I’ve taken the liberty of extending the expiration date on her current H2O BOLT plan by one [complimentary] month. Whereby, the new expiration date is 07/29/14 as opposed to the prior 06/29/14, i.e. she needs not recharge it until then.

I certainly hope that Mrs. [redacted] finds my response and actions to be more indicative of our aforementioned commitment to her satisfaction and otherwise remind her that we remain at her disposal.

Consumer

Response:

I truly appreciate all that Mr. [redacted] has done, but my main concern is receiving better methods of customer support within the brand for BOLT users. I hope to see that in the near future. Thank you.

Review: I ordered an iPhone through H20 Wireless. I had trouble through their website. It turns out the problem was with my billing address, I can use either [redacted] or [redacted]. After several attempts the phone order went through.

I got a order number but nothing else. After 5 days, **ill no iPhone so I called they said it would take 7 days. After 7 days I called again and they said to email the cu**omer service department. I had done so when I called at day 5 and **ill no one would respond. It felt like they are a scam, and that they probably one of those shady operations that sells **olen phones and refurbish them and sell them online. Once you get someone with each que**ion, they says they have to ask their supervisor and then you **ill do not get a **raight answer. I **arted an account with them online, and after the fir** inquiry to my iPhone, they froze it saying suspicious activity was on it. Then after threatening to find they ip address and their location, they called and said the iPhone order was cancelled on the fir** day I had ordered it. Why not tell my that right away? Now my daughter is without a cell phone for 10 days now.Desired Settlement: I ju** want to make sure they refund my credit card and agree to any negative social media po**ing I will po** on their company.

Business

Response:

Revdex.comRe: Ticket# [redacted] ([redacted])Fir** we would like to extend our sincere apologies to Mrs. [redacted] for any inconveniences she may have experienced. I reassure her that weremain committed to cu**omer’s satisfaction. We contact Mrs. [redacted] via email asking for proof of purchase e**ablished. After reviewing the order number Mrs. [redacted] provided, our records indicated that her order was cancel and the credit card transaction voided within minutes due to suspicious fraud alert. Our internal records further showed that Mrs. [redacted] attempted to purchase using the same credit card several times despite the declined responses (attached) due to regulations if a credit card transaction purchase if fulfilled after two declined attempts the bank will not honor the transaction. Unfortunately since the order was cancel and Mrs. [redacted] does not have an e**ablished account with us there is no more we can do. but thank her for ever consider using our products. The above being said, we respectfully consider this matter closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The was no issue with my credit card! The issue turned out to be with my address at fir** I put **. Peters but I kept getting the credit declined response. Then I tried **. [redacted] and it went through and a confirmation message was shown. At no time did anyone communicate to me the phone order was cancelled. I tried in good faith to call ask pointed que**ions and received wrong information or lies. The customer service is horrible!

Review: I ordered a [redacted] Spider Mini and Month Plan, totaling $164.00, on November 10, 2014. (Sales Order No : [redacted], Customer ID : [redacted]) The 4G Coverage map on the website verifies that my address is covered - but the device will not connect to 4G at this address. Starting on November 13, 2014, I called the customer service line requesting assistance. I followed the customer service instructions to attempt to connect the device to the 4G network multiple times. Eventually, I was told the 4G connection does now work at my address and that I would receive a refund. (12/7/14 - [redacted] told me the refund would take 5-7 days. He told me there was no confirmation number but that the refund would be issued.) Multiple phone call, email, and fax requests still have not resulted in a refund. Each time I speak with someone at the company, they are unaware of my previous contact with the company, they do not follow up as promised, and they tell me differing information around what I need to do to receive the refund. I spoke with a customer service representative four times in November, twice in December, and twice in January. I sent three email and one fax request. I returned the device via mail. It has been over two months since I first contacted the company with this problem.Desired Settlement: I expect a full refund of the original $164.00. I also expect recognition from the company that they have failed to provide appropriate customer service on multiple occasions and an apology for the hours and effort I have had to put into working toward this refund when the error is entirely the company's responsibility.

Business

Response:

Revdex.comConsumer Affairs BureauRe: Complaint ID# [redacted] ([redacted]) First we would like to extend our sincere apologies to Mrs. [redacted] for any delays and inconveniences that might have occurred and assured her, that we reaming committed to customer satisfaction. The Bolt device she returned has been received and a refund has been issue to Mrs. [redacted] credit card for a total of $164.00 today 02/12/2015. The above being said, we respectfully consider this matter effectible closed.[redacted]Compliance CoordinatorLocus Telecommunications, Inc.

Review: During the death of my husband, I went to a store here in Decatur,Illinois, The name of the store is called [redacted] Illinois 62521. I went to the store on October 1 to change my phone service because H20 was cheaper than my present carrier. The following day I was called to come back to the store because they had not been able to port my phone. So. I went back to the store on October 2, 2014 at which point they were to have ported my phone. I was told that it would take about two hours. So, I waited that night. no phone service. the next day no phone service. It was October 3, 2014, the day of my husband funeral, I had people coming from out of town not sure of how to get to the church or to the house and I had no phone service. Later that evening my daughter and I went to the store and they had closed and they were also closed that following day which was Sunday. If I recollect my daughter talked with a [redacted] and she told her to tell me to go and get my phone card from my current carrier because the phone had not been ported. That Sunday, October 4, 2014, I did just that. now there is a question about my $49.05 that I had paid. [redacted] said for me to go back to their representative and get a refund, so, on Monday I go to the store to get my refund and H20 representative said that I need to get in touch with H20. that they could not refund my money, even though it was them that I had given it to. We went back and forth, I am already grieving over the death of my husband and not having any phone service for 2 days. I was mad as hell, I just left the store before I done something that I had regret. so, I called H20 and talked to [redacted] and she remembered having talked to my daughter, but, she was saying that their representative should give me my money back. Then, I called and talked to [redacted]. I just want a refund of $49.05. I should want pain and suffering for all iI went through. Thanks!Desired Settlement: Yes, I would like a cash refund as well as an apology for all that I had gone through during the loss of my husband. Good businesses provide good customer service, Thanking you for your time.

Business

Response:

Revdex.comRE: Complaint ID# [redacted] ([redacted]) In accordance with and in response to the above-referenced matter, we thank Mrs. [redacted] for allowing us to review this matter. We assure that Locus Telecommunications, Inc. remains committed to ethical business practices and customer satisfaction alike. That being said and having reviewed our internal records, the mobile number transfer (Port In) request was not process and that it was cancel as due to incorrect ormissing account number. In regards of Mrs. [redacted] purchase, it appears that she obtained our products from a local retail store. Since her complaint and alleged experience(s) involves a thirdparty business entity and not Locus Telecommunication. We respectfully suggest, for her to contact the third party business and follow their return or refund policy. Unfortunately, we are unable to extend any direct assistance since the mobile number was never active under our service for that matter we consider this case closed. Regards,[redacted]Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc.

Review: There are multiple complaints I have with H2O wireless company.

I bought an H2O bolt, which is a wireless internet pod. Initially I spent about $150: $100 for the device & $50 for the unlimited, wireless monthly service. I was pleased with the service I received & was able to make the $50 monthly payments. However, the device stopped working on Thursday, 6/26/14, so I made a $50 monthly payment thinking I forgot to make the payment. However, even with the payment the device still wouldn't work. I waited a day hoping the device would work again. It didn't work so I looked on my online account with H2O wireless and all it displayed was that the account had been deactivated. So I called the 'distributor' store where I initially bought the device and asked if they could give me more information on why it was deactivated in the first place and what I could do to re-activate it since I had paid for another month's service. The store manager informed me that I needed to call the customer service number a[redacted] So I did, and spoke to 2 representatives that told me the same exact things: my unlimited, wireless service had been deactivated due to excess usage & would not be re-activated. I said okay, can I please have my $50 back that I had just paid for the next month's service and both representatives said no that that was not possible. I then asked to speak to a manger/supervisor above them and they refused to give me the manager/supervisor. I then asked for the manager/supervisor's contact info whether it be phone/email so I could resolve the issue. Both said no. I received no help and feel cheated. How could an American company be doing such a thing to American citizens? All I want if the company does not want to continue my service is a refund of my $50 I paid-- it is now an issue of company/service responsibility rather than $50. I'm a working student and cannot afford to be giving $50 away. & how many other customers have they done this to? It all adds up.Desired Settlement: I would like my $50 back and I would like an explanation as to why the two representatives were not able to help me. This is unacceptable and I am now $50 short for my monthly budget and without Internet for my work and school. I need something done now. I also want this company to look over their past account activity and see who else has been cheated on. This is not right; this is not American; this is not professional.

Review: On April 24 I switched my cell phone service provided from [redacted] to H2O. I was told that the port-in process would take 4-24 hours. It is now May 4 and I am still not connected to H2O. I have made about eight phone calls to H2O and to [redacted]. H2O does not even have a record of those phone calls. They said today that the last time I called them was a week ago. That is not true. This should not happen.Desired Settlement: I want to be connected to H2O or get my money back ($55).

Review: I am a customer of H2O Wireless, which is a subsidiary of this company. For 3 MONTHS IN A ROW, I have tried to inquire why I have not been provided a 10% discount, for enrolling in auto refill. On April 30, I received a email from [redacted] at their customer service saying this issue has been taken care of. Well, I just checked my bank and again I was charged $40/for a month of service, when I should have been charged $36, since I am enrolled in auto refill.Desired Settlement: My phone number is [redacted], which is also my account number. I was just on the phone with their customer service again and given the reference number of [redacted] , I just want this to be taken care of and get me appropriate discount, and going forward get the 10% discount, I was told I would receive.

Business

Response:

We thank our valued customer for allowing us to readdress this individual experience and extend our apologies for any inadvertent inconveniences or misunderstanding experienced. We reassure him/her that despite what such may have led to believe, we remain committed to customer satisfaction.

In conjunction with such and if Mr./Mrs. [redacted] still desires, he/she may proceed to return all items in/with their original packaging (if possible) to us for a full refund. Note: Return/Exchange instructions and the appropriate form(s) can be found within the original packaging documentation or at [redacted] .

We sincerlely hope that this response is deemed to be satisfactory and note that typical return/exchange processing can encompass a 4-6 week period as equally stipulated within the information accessed via the aforementioned hyperlink.

Our customer relations staff at [redacted] remain to assist with any other service-related matters if deemed necessary.

Regards,

[redacted], Sr. Manager

Compliance & Regulatory

Risk Management Department

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I their response, they speak of returning item(s). There is NOTHING to be returned. All I ask is that I receive the discount that they had advertised. They can not seem to get this correct. I also wanted to let you know that I have spoken SEVERAL times to your customer service representatives and was told on may occasions that I would receive this discount. (I have reference numbers from your company if you would like them) If this is not correct information then you need to re-train all of your customer service representatives.

Regards,

Business

Response:

Good Morning Mrs. [redacted],

While I can only imagine that my customer service colleagues had no malicious intentions and simply spoke of such based on their [honest] misunderstanding of the “terms” of the recently launched and herein-discussed promotion.

That being said and although I’ve previously shared your feedback/concerns with the management team within such department in an effort to prevent such from recurring and because our current system will not allow the issuance of partial refunds (i.e. equal to 10% off from your 3 most recent ARC payments), I’ll now simply proceed to issue you a full refund for your most recent ARC payment (i.e. $40 on 05/15/14) in an effort to comparably honor what my colleagues previously [incorrectly] “promised”, recognizing that your number unfortunately doesn’t qualify for this temporary promotion.

I again hope that you find this response to be consistent with our overall mission of satisfaction and thank you for generously reiterating such, so that I may readdress such point.

I thank you for your invaluable time and patronage.

Review: I purchased 5 phone cards from this business which are sold under the name [redacted]. I was attempting to make calls from NYC to Port Au Prince Haiti. The card did not connect to my destination number and just removed the balance on my phone cards completely.I have attempted to reach the business by phone to no avail, they have not answered my fax or email messages. I will like this complaint made visible for the public and further action taken against this fraudulent practice. The business is profiting off of consumers by not providing a service but collecting revenues.I have had friends who have experienced the same issues with [redacted] phone cards and Im certain this is a widespread problem.Desired Settlement: MAIL A REFUND CHECK TO ME FOR 10.00[redacted]

Business

Response:

Revdex.comConsumer AffairsRe: Complaint ID# [redacted] ([redacted]In response to the above reference matter, we took the liberty to contact Mr. [redacted] directly and we expressed our sincere apologies any inconvenience or misunderstandings that may have occurred while using one of our products. We reassured him that Locus Telecommunications is committed to customer’s satisfaction. We proceed to provide full credit to Mr. [redacted] calling card (attached email) In light of the above-summarized we’ll proceed to consider this matter to be effectively resolved and closed, unless we hear otherwise. Regards,[redacted]Compliance CoordinatorLocus Telecommunications, Inc.

Review: This company claims and advertises to be giving it's customers unlimited 4g internet with no limits on their h2o bolt spider, however this is not the case every month I pay $50.00 to have unlimited 4g access and before my bill is due my service always gets shut off I can't afford to pay for this false advertisement however I need the service. Whenever I call them to get an answer I don't get one and when I ask for a supervisor I don't even get that. This company is advertising something that they are not doing and that is not good at all and they have very poor customer service, that's just sad how can they call them self a business. I need this service very badly and I can't afford to pay for false advertisement.Desired Settlement: I would like to get a free month of service and for this company to stop false advertising to people who desperately need their service. And for my service to keep working till my billing cycle is up.

Business

Response:

We thank Mrs. [redacted] for allowing us to re-address her individual concern and extend our heartfelt apologies for any inadvertent misunderstanding, confusion and or inconveniences experienced. I assure her that we remain committed to her satisfaction. In conjunction with said commitment and in an effort to effectively investigate her concern, I require the relevant H2O BOLT product ID (aka MAC ID). I’ve attempted to locate this information on my own, with any and all information thus far provided by way of her complaint form, to no avail. While I await said information, I seize the opportunity to address the subject of UNLIMITED PLAN ABUSE as publicly addressed at https://www.h2owirelessnow.com/mainControl.php?page=Tc#authorized as follows: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable use. H2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore considered unreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. H2O’s unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.g. downloading files). While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibited. Our data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over the network (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j) for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial use. The immediately aforementioned being said and while it remains mutually preferred and genuinely desired for Mrs. [redacted] and all of our other H2O BOLT customers alike to enjoy uninterrupted service, Terms, Conditions and policies nevertheless apply and must be adhered. And unfortunately, anyone deemed to partake in activity that falls under the aforementioned definition of “abuse” by the relevant service-corresponding underlying carrier [who monitors the network] will be subject to immediate interruption in service, with or without notice. Given her statements, I presume that this is what previously transpired in Mrs. [redacted]’s case. In light of such and anticipating that I’ll be restoring Mrs. [redacted]’s H2O Bolt services (and granting a new, complimentary month of service) once she’s provided the necessary MAC ID and I’ve confirmed my suspicions to be true, I proceed to prematurely implore her to be more wary of her use going forward, as well as that of any family member or guest that may simultaneously rely on her H2O Bolt device, as to avoid being re-categorized as “abusive” or “unreasonable” going forward, particularly any continuous/prolonged periods of connectivity wherein an inadvertent strain on the network may directly ensue. I also recommend that she power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity. All in all, I await Mrs. [redacted]’s response and note that we’ll be simultaneously attempting to contact her by way of her complaint-stipulated daytime contact number in the interest of time and customer satisfaction. The above being said and as we anticipate resolving this matter in a mutually acceptable and amicable manner, I’ll proceed to consider this individual matter to be effectively closed.

Consumer

Response:

I am rejecting this response because: I called the company trying to give them the info and the person I got on the phone was very unprofessional and said he couldn't provide the free month of service.

[redacted]

Business

Response:

While I understand and respect Mrs. [redacted]'s response (as her most recent experience wasn't consistent with my prior response), the fact remains that my intention is to reinstate Mrs. [redacted]'s service and provide her with a complimentary month of service thereafter. Unfortunately, I'm unable to facilitate such without the relevant H2O BOLT MAC ID. Furthermore, without said MAC ID, I remain unable to update any internally associated accounts and or notes, thus sharing "my intentions" with my support staff colleagues, so that they may proceed accordingly in my absence and or if Mrs. [redacted] should initiate the future contact, as appears to have been the most recent case. Instead, they'll understandably continue to enforce our company and or product/service policies as expected.The above being said and so that we may effectively put this matter behind us in an amicable manner as possible and as we've been unable to (ourselves) get in touch with Mrs. [redacted] when we've initiated our efforts during our respective shifts, I now ask that Mrs. [redacted] kindly provide the relevant MAC ID through this Revdex.com of NJ online portal/medium so that I may effectively proceed to fulfill what I've promised, i.e. restoration of service and one complimentary month. I await her kind response and thank her in advance for her continued time, patience, understanding and flexibility.

Review: I purchased H20 cellphone service on July 1, 2014, from a retailer here in [redacted], **, and I was told that if I purchased the $50 plan, that I would have unlimited (everything)talk, text, data, and picture mail, which I never actually used until July 15, 2014, due to a second hand store selling me a blacklisted phone (lost or reported stolen). Whereas on July 15th 2014, I purchased a brand new android phone, and then contacted H2O, H2o, did credit me service starting from July 15, 2014, to August 15, 2014 (which I truly and greatly appreciate). Due to me not liking the android phone, I purchased a BlackBerry phone brand new which I did on July 17th 2014, since July 17th 2014, (the actual day that I in fact noticed the picture mail problem, however it could have always been an existing problem from H2o all along). On July 17th, I tried non stop to get my picture mail option to work on the BlackBerry phone, all to no avail sadly. I then on July 17th, contacted the H2o customer service, where I was repeatedly lied to/mislead, misinformed, stating that the picture mail issue was in resolved. It is now Thursday July 24th 2014, and yet I am still not able to send picture msil from my BlackBerry phone. I have contacted H2o, numerous times about this issue, only to have a person(with non clear English), get on the phone and once again, lie to me all over "saying that the matter is corrected", yet it is not. This situation is very frustrating to say the very least. It is definitely a serious inconvenience for me. I paid full price for a service and am yet to receive what I actually did pay for.Desired Settlement: If H2o cannot correct the (non receivable and non sending of picture mail issue), and hopefully they do correct the issue. In the event, that H2o, cannot fix the issue, then I would ask that H2o, please refund to me my entire $63.00, that I did in fact pay for their service, $50.00, for unlimited (everything plan) and $10.00, for their sim card, for a grand total of $60.00, and $3.00, for taxes. I should also receive one free month of cellphone service for all of my many inconveniences to say the very least.