Locus Telecommunications, Inc.

Review: On 2/22/14 around 11:00pm I bought H2O wireless service airtime for 40 dollars. I had a sim card from a trader and activated my service and was automatically given a number [redacted] on their website H2Owireless.com. On 2/23/14 I tried to transfer my number through their automated system and instead gave me a number [redacted] around 9am which is nt the number I wanted. I immediately called customer care and told them about the issue. They told me I have to buy another sim card which I did and called again so they can port my number [redacted]. I was told to wait for 2-24hours and my number would be ported. After 24 hours I called and was told they could not port it since it was not active which they didn't inform me and had provided them with my email to do so. They never sent me anything till I had called and one day later that is when they sent me an email after I had called complaining 24 hours have elapsed. I immediately told them I don't want their services service since their services are poor as they cannot inform the customer of the proceedings. I requested for my money back and was told I can only get the 40 dollars for airtime but not the two sim cards I had already bought and was satisfied with that. Since that time I have called over 10 times and they just keep assuring me I am getting my money and would get a call in 2-24 hours and my money refunded in 5-7 days. This has not happened up todate. Any time I call their customer care agents are lying to me as they always tell this time you should get it but that is a game they are playing and anytime I call I am on the phone for an hour or over. Today I wa told their billing department would call me after 20 minutes after I had called requesting my money but they never did. They said they called me and missed me but that is not true since I had my phone and I made their customer agent to call me on the spot and went through. Their customer agaent went ahead and gave me a number to call [redacted] which is not active number.Desired Settlement: I am requesting my 40 dollars back as they promised me which I have not received since 2/23/14 now over more than a month. I have tried to contact them but all what they are doing is playing games. Poor services offered by their customer care agents and they need to retrain them and have a reference number to be issued to customers when they call so they can cite once they call back again. I have asked them for reference number but they always say they don't assign any.

Review: April 14 - I bought [redacted] 3s and sim card from [redacted] April 17th - Package received. Tried to activate phone by following all instrucitions. Pone didnot work.April 17th - Called back customer serice 3 times. Was told that I need to bring it local store. Called local store, they would not help me as I didnot buy from them. Called back Customer serice again, troubleshooted for an hour - phone still didnot work. Was told I have to call back again for another troubleshoot. Called again, didnot work. After more than 1 hour on the phone, was told I can mail back the equipment and new equipment would be sent to me.

April 24th - I have mailed back the phone and SIM card as directed the week before after following the instructions from [redacted] customer service.May 1st But I received the package back last week. Yet again, the phone and SIM CARD was mailed back to me. It looked like the EXACT same phone and same SIM CARD.Now the same phone and SIM CARD DOES NOT WORK YET AGAIN. May 2nd - I called customer service last Friday, was told I need to call back again so that technical troubleshoot can be done.May 5th - I called today again at 2PM EST after 40 minutes on the call, I was told that I will be transferred to technical support. The phone dropped dead on me.May 5th - I called back again around 2:50PM EST and was told that the supervisor was busy. The only way I can be helped was to get a similar phone to test the SIM card myself I dont have a similar phone to test. I asked for a refund and was told that they can only submit a ticket to supervisor and supervisor will call me back. Asked to speak with supervisor, was told supervisor was busy and they would call me back. Left the phone number, no one ever called me back.

May 7th - no one ever called back. Called again, was assured that they would call me back.

May 16th - no one ever called back.Desired Settlement: My phone has never worked, after one of product exchange, it still didnot work. I would like a full refund as the purchased phone had no server ever and supervisor never called me to help me despite multiple calls to the customer service.

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 ###-###-#### remain to assist with any other service-related matters if deemed necessary.Regards,[redacted]Compliance & RegulatoryRisk 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 order an H20 Bolt Device.... I got a defective one... I send it back for repair/exchange and I have not receive anything.... I call H20 and nobody seem to be helping me.... I made numerous attempt and NOTHING..... is been over two months now.... There customer service is really really BAD..... they took my money and I and have no device ---- I feel they rip me off...

Business

Response:

RevDex.comRe:

Complaint ID# [redacted]We

extend our apologies to [redacted] for any inconveniences he might have experience.

We reassure our customers that Locus Telecommunications (H20 Wireless) remains

committed to customer satisfaction.We

were not able to stablish an account with [redacted] because the account number

or order was not provided in the complaint. In an effort to help I sent an email to [redacted] requesting the order number,

which was not included in the original complaint and we did not received a

response. Based on his email address we

were able to stablish an order number [redacted].)Our

records indicate the device was not received. We then send a second email asking [redacted] to provide a FedEx tracking

number and we did not receive a response. [redacted] is one of our faithful customers and because the activation card in the

package has not been activated. We proceed

to refund him the total amount of $159.99 please allow 4 – 7 business days for

the credit to reflect in the credit card account depending on the financial

entity.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications LLC

Review: I payed my wirless bill on 11/2/2014. Then on 11/8/2014 my wireless was cut off. Now might add you I am paying $50.00 for unlimited usage. So I have contacted H2Bolt wireless and they said that I was cut off due to unreasonsonable usage. I have called them they refuse for me to speak with the Supervisor, refuse for me to speak to technical support. Refusing to give me any number to go through chain of command to find out what did I used in those short amount days than I have used in the year that I have done business with them. Never been late on paying, never had service interrupted.Desired Settlement: We are wanting a refund for this so called month that I was not allowed to use

Business

Response:

We thank [redacted] C. [redacted] for allowing us to re-address this matter and extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experienced. I assure him that we remain committed to his satisfaction. In conjunction with said commitment and in an effort to effectively clarify matters, I respectfully 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 be restoring his H2O Bolt services (and granting a new, complimentary month of service) as a one-time courtesy and respectfully implore him to be more wary of his use going forward, as well as that of any family member or guest that may simultaneously rely on his 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 he power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity. 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: On 9/18/2014 we ported a phone number into H2Owireless service. Prior to the port, I contacted multiple customer service agents to verify that CONDITIONAL CALL FORWARDING service is available on the $30 monthly plan. I was advised it is. Conditional call forwarding forwards calls when the line is busy or goes unanswered. After the success port in, I was unable to get conditional call forwarding to work. Instead of being forwarded to the appropriate number, calls were ringing back at the original mobile number. The previous phone company was also an A[redacted] ([redacted] reseller) where conditional call forwarding worked properly. After spending many hours on the phone with customer service, no resolution was made. Requests to speak to a supervisor or have the call escalated were denied. The service was transferred to this company based on the understanding that this feature is available and working.Desired Settlement: Proper resolution to this issue would be having functional conditional call forwarding service on this account. If this cannot be achieved, I will port my number back to the previous company and am requesting full refund of the $30 paid.

Business

Response:

We extend our sincere apologies to [redacted] for any mutually undesired confusion or misunderstanding that he may have individually experienced. We reassure him that we remain committed to his satisfaction, as I hope is evident by the equal amount of time that our support staff have afforded him to date.In conjunction with said commitment, I advise that I too have now reviewed the details of his ###-###-#### H2O Wireless GSM prepaid mobile number and concur that all is in order on our end, i.e. all plan/service-corresponding features are available and enabled on our end. In fact, all available call logs under his aforementioned number also support that call-forwarding is functioning and being used (in addition to voice, text, etc.).The above being said and aside from re-attempting "basic" troubleshooting, our ability to be of any additionally feasible assistance on "handset" issues, is unfortunately very limited, particularly when a non-Locus (i.e. subscriber provided) handset is involved, as is the case in this instance.In closing, if in fact this isolated matter remains unresolved [per Mr. [redacted]], the option of transferring the relevant number to an alternate service provider remains available to him through 10/18/14 as the H2O service is set to expire on 10/19/14. The relevant mobile number will be recycled and reassigned thereafter. *Note: Refund consideration will be contingent on what transpires (to include updates) in the immediate future, as thus far, no refund is warranted.We remain at Mr. [redacted]'s disposal and await his kind updates on this isolated matter.

Consumer

Response:

I am rejecting this response because:Having a feature enabled on the account does not mean it is actually functioning properly. Conditional call forwarding is only forwarding calls to the ATT voice mail number successfully. Conditional call forwarding to any other number FAILS! This is not an equipment issue as the account has been tested on several different handsets, all with identical results. The routing that is supposed to occur at the switch level when conditional call forwarding is in effect is not working.If the call logs are indicating conditional call forwarding is operating correctly then the issue is further downstream. AirVoice wireless (previous provider) uses the identical ATT network as H2O does for its service. This feature worked properly with them.I am requesting a call back from NETWORK OPERATIONS to discuss this. Someone in that department would have a better understanding troubleshooting and resolving this issue.I can be reached at [redacted]

Regards,

Business

Response:

Good Day, We thank our valued customer for this additional information and advise that someone from our support staff will be attempting to contact him via the telephone number he's offered. They, will serve as a liason (if needed) between the underlying carrier (i.e. AT&T) as needed.

Review: I was a loyal customer until October 2015, the old devices was updated with new ones so I purchased purchased a h20bolt 4g LTE $55.00 on 10/26/15 on with my MasterCard ending 5034 I got an confirmation email. On 10/27/15 [redacted] ( sales coordinator)emailed and said because I requesting the device be sent to [redacted] that she couldn't process my order. She informed me the company doesn't send devices to P.O.Boxes. I didn't see those specifications anywhere in the ordering process. I called h20bolt 11/9/15 after going to my bank and seeing the debit purchase $55.00 on my statement.I spoke to 2 incompetent people, I asked if the company didn't send my device then why take my money??? They put me on hold forever hoping I'd hang up so finally I did. The customer service there is terrible and the English they speak is terrible also.Desired Settlement: All I want is my MasterCard credited $55.00 and have a new statement issued in bold letters in the ordering process no P.O.Boxes excepted as an delivery address. That will make me happy to get my money back an to take my business somewhere else.

Consumer

Response:

My complaint [redacted] against locus communication has been resolved. The company credited my checking account the refund due, so no further action will be needed. Thanks for your dedication in serving America's consumers. Have a nice day.

Review: I have the h2o Internet Hotspot. I've been having it since February with little issues. This past June the Internet was cut off a week early. The due date was July 6th. When I contacts customer service I was told that there was no record of payment since March! I was told that I needed to make a payment for it to be cut back on. I agreed finally and made a payment over the phone. The customer service rep told me that the payment went through and to wait 5-10 min for it to be restored. After 20 min it wasn't restored so I called back and was told that there was no record of the payment I made 20 min ago. After two days of bouncing back and forth amongst different reps telling me I never made a payment one rep told me to email customer service with a copy of my bank statement. I did that a week ago and I never got a response. Finally I spoke with someone named [redacted] on the phone andshe told me my iInternet would be back on in 20 min. Of course it wasn't. I called back AGAIN and was told that [redacted] gave me the wrong information. I was told that my UNLIMITED INTERNET was cut off for over usage and that the $50 that I paid was to cover that overage and that I would have to make ANOTHER payment in order to restore service. I asked to speak to a supervisor and was told there weren't any available so I stayed on the line for an hour until I was finally able to speak to someone named [redacted] that said he was a supervisor. He assured me that I would get a refund in 3-5 business days. If course that hasn't happened. I've sent 4 emails with my complaint and a copy of my bank statement and have yet to get a response of solution.Desired Settlement: I want a refund of the $50 that I paid to them.

Business

Response:

Having previously addressed this matter with Mrs. [redacted] via email on 07/23/14, we advise that no additional actions are warranted as the desired $50 refund was issued on said date and has presumably posted on Mrs. [redacted]'s bank account by now.

That being said, I again extend my sincere apologies to her for any prior confusion, misunderstanding or frustrations inadvertently experienced and reassure her that we remain committed to her satisfaction.

Consumer

Response:

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

Review: I am placing a complaint for the wireless Internet service[redacted]. I hope this is the company. I was given this Web address by a customer care rep. This Internet service has given me much grief. I have been paying my bill on time. My service is out all the time. I cannot ever get a straight answer or the truth from these people. I can't talk to a supervisor when asked either . company has no problem taking my payment though. Have been put on hold and forgotten about. Call back several times issue not taken care of. Hard time understanding language barrier. Not a professional company. Only can do business over phone. No physical address to take broken equipment. Need attention to this matter ASAP. Thank you [redacted]Desired Settlement: This company to be listed as buyer beware. And a letter of apology for really bad service.

Business

Response:

We thank Mrs. [redacted] for bringing this matter to our attention and extend our sincere apologies for any mutually undesired experiences that she's inadvertently endured. I reassure her that we remain committed to her satisfaction. In conjunction with such and in an effort to resolve her matter effectively, one of our "Live" support staff members will be attempting to reach her at her therein offered telephone number of ###-###-####.In the interim, I note that our records indicate that her $50 online payment on 09/25/14 was systematically voided. Meaning, that while there may have been a temporary hold of such funds on her banks end, we (LOCUS[redacted]) never collected such funds and her [redacted] device understandably was not replenished on said date.All in all, the above and all other warranted matters will be discussed over the telephone, whereby we'll proceed to consider this matter to be effectivley closed (in anticipation of the call).Regards,[redacted], Sr. ManagerCustomer Relations Operations

Review: On February 15th, I renewed my monthly service with the intention of upgrading to a better service package (from $30 to $40 monthly fee). While they did upgrade my service to the $40 package, the company charged me for both packages. I emailed H2O customer service twice, a week apart, and got no reply. When I called customer service regarding a programming issue on my phone (which was corrected), I asked that gentleman. He said billing disputes need to be emailed to Locus customer service. I have since sent two emails to that customer service email address. After a total of four emails, I still have received no reply from either address and there has been no reversal of charges.Desired Settlement: Refund the $30 credit card charge dated February 15, 2014.

Business

Response:

We thank our valued customer for allowing us to readdress this issue and extend our apologies for any inadvertent delays in issuing his/her desired refund. That said and having reviewed the particulars of his/her individual matter I advise that his 02/15/14 online order number [redacted] has now been reversed. A $30 credit should appear within the credit/debit card associated bank within 3-7 business days though such may vary by financial institution. [redacted]

Consumer

Response:

.

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

My credit card is now showing a reversal of the disputed charge. Thank you very much.

Regards,

Review: I've had my [redacted] number (###-###-####) for over 10 years with a minute plan. This year, [redacted] tried to hijack my number to it's subsidiary [redacted] at $35/mo. I REJECT this plan, and state that this is FRAUD.Desired Settlement: PUT MY ACCOUNT BACK TO THE MINUTE PLAN!

Business

Response:

Revdex.comID# [redacted] ([redacted])In response to the above matter, we extended our sincere apologies to Mr. [redacted] for any inconvenience or misunderstanding that might have occurred. I assured him that we remain committed to customer satisfaction. Ms. [redacted] ###-###-#### is currently active with our [redacted] rate plan. His rate plan changed for an inexplicable reason. We are currently working with our IT department to find out if there is any glitch in the system.Our customer service assistant manager called Mr. [redacted] unfortunately we have not been able to contact him. In order for us to change the rate plan, he will have to be on the line to be able to reset his hand set. Regards,[redacted]Compliance CoordinatorLocus Telecommunications, Inc.

Review: I checked my bank statement and noticed that there were two charges on my account from H20 Wireless I was able to get the number online. I then called to find out exactly what this company was and why they were charging my card because i've never heard of them. I was told I needed to send them a copy of my bank statement in order for them to even be able to find the transaction, which I told them I would NOT be doing. I asked several times to speak with management and was told that no management was in the building and there was no one that I could speak too and they would have someone call me back which never happened. I was able to find out who stole the information and made the payments I then called the company back to let them know my debit card information was stolen and used to pay two bills one for $60 on 4/9/14 and another for $60 5/5/14. Once I called back and after an hour of demanding to speak with management I explained to her what happened at that time I was told that I need to read the companys terms & conditions regarding refunds and that I would NOT be getting my money refunded to me because the company is a prepaid service and the phone services were used and that I need to get the money back from the person who stole my information.

I have never heard of this company and never had phone service with this company I would just like to have my money refunded.Desired Settlement: All I was asking for and still asking for is both payments in the total amount of $120.00 to my bank account.

Business

Response:

We thank Mrs. [redacted] for allowing us to re-address her individual scenario and re-extend our apologies for any prior, inadvertent confusion or misunderstanding as I reassure her that we remain empathetic to her unfortunate situation. Whereby, I'm confident that my customer service colleagues had no malicious intentions and simply proceeded in a manner consistent with their individual findings or lack thereof and our current policies, i.e. return policies. That said and as no scenario-specific detailed information has been made avaialble to me via this complaint I'm regretfully, unable to offer any feasible assistance at this time and will instead attempt to reach out to Mrs. Danielle via her herein-stipulated daytime telephone number later today in an effort to obtain such information and subsequently deduce the correct course of action (if any). In the interim, I respectfully note the following:1) If in fact Mrs. Danielle is an unfortunate victim of fraud, it remains in her best interest to discuss this matter with her card-issuer, so that she may dispute the alleged unauthorized charges & take the necessary steps to prevent any additional unauthorized charges.2) Our herein-referenced H2O Wireless GSM service is exclusively prepaid. As such, end user identity is never established via formal contracts or service agreements.3) As is concisely conveyed within the "Return" area of our [current] Terms & Conditions at https://www.h2owirelessnow.com/mainControl.php?page=Tc#return prepaid airtime is simply non-refundable. 4) If in fact fraud has occured, we're victims too, i.e. victims are typically compensated by their financial institutions, but the merchants have the associated funds removed by way of a "chargeback".... This, despite goods/services being previously provided. All in all, I look forward to speaking with Mrs. [redacted] in the hopes of reaching an amicable resolution to this matter, even if we remain unable to accommodate her desired refunds... Updates to follow.

Review: The expiration date is today (February 17), but my service was disconnected yesterday (February 16). I charged my account on November 17, 2015 for the 3-month prepaid plan.Desired Settlement: You need to credit my balance back.

Business

Response:

Revdex.com Re: Complaint ID# [redacted]) In response to the above matter, we extended our sincere apologies for any misunderstanding that might have occurred. I reassure Mrs. [redacted] that Locus Telecommunications (H20 Wireless) remains committed to customer satisfaction. Our records indicate that you have a Pay As You Go Plan. Records further showed your account balance was due to expired on 2/16/2016 the account had a remaining balance of $5.60. Normally we recommend customers to replenish at least the day before the expiration date to avoid losing their account balance. Our terms and conditions states: 18. Prepaid Refills. H2O Wireless Monthly plans expire 30 days after loaded to your account. H2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill card. Unused minutes or data allowance do not roll over. If you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.e. no stacking). Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill card. If your account balance falls to zero while you are on a call, the call will be disconnected. If your account is inactive, you will not be able to utilize your wireless device for any purpose. Your account and phone number will be cancelled if the balance remains at $0 for 30 consecutive days or more. H2O refills can only be used with H2O Devices. Credits cannot be transferred from one account to another. If your account becomes inactive, we may de-activate your account and you may lose your phone number. If you wish to use Services after your account has been de-activated, call Customer Service for reactivation. There may be a charge to reactivate and we cannot ensure that the same phone number will be available. [redacted] Out of courtesy, we credit the $5.60 back into her account. Expiration date is 05/17/2016 That being said, we consider this case satisfactorily resolved. Regards, Compliance Coordinator Locus 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've enrolled in $30/month mobile plan with [redacted] since late 2013. From the beginning of 2014, they start to run a promotion discount of 10% with the enrollment of auto-recharge. So I set it up and wait for my monthly bill to lower to $27. However, I was billed $30 every month, despite of more than 20 times contacting with their customer services, including several times with their billing department directly. Every time, they admit their problem sincerely, and promised to correct the billing error. But it has been more than half a year, and they failed to kept their promise again and again.Desired Settlement: 1. Adjust my monthly bill to reflect the 10% discount.

And

2. Refund me $3/month for all the previous months since the beginning of 2014.

Business

Response:

We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion or misunderstanding(s). We reassure him that we remain committed to his satisfaction, as is/was evident by the [prior] repeated efforts by our Customer Relations staff members who exhausted valiant, yet ultimately futile efforts to accomodate our valued customers requests only to subsequently learn that such wasn't possible because his number simply doesn't meet the relevant promotion-specific requirements... I equally apologize if the genuine "good intentions" of our Customer Relations staff added to the overall, inadvertent confusion.

In conjunction with our aforementioned commitment and having reviewed the particulars of his individual concern I regretfully concur that his [redacted] prepaid mobile number of ###-###-#### isn’t eligible for the currently advertised and temporary auto-recharge program (ARC) related promotion, as said promotion is for new enrollees, i.e. those that enroll within the immediate 6-month period after the promotion commencement date of 02/19/14. Note: [redacted] aforementioned number enrolled on 12/28/13. (Please see [redacted] for more supportive details).

That being said and as refunds are equally unwarranted, I've instead taken the liberty of: (1) Extending the airtime expiration date of our valued customers herein-referenced [redacted] prepaid mobile number to 08/01/14, i.e. affording an extra and complimentary two week period of service, (2) Have reset all plan-specific allowances, e.g. data balance, etc., (3) Have manually adjusted his ARC schedule in accordance with such so that the next payment isn’t systematically collected until 08/01/14 (Note: Prior schedule dictated a 07/17/14 automatic payment collection date as the service was set to expire on 07/17/14).

We certainly hope that[redacted] finds our response and overall actions to be to his satisfaction and otherwise close by respectfully reiterating that his/her above-referenced number unfortunately doesn’t qualify for our currently advertised auto-recharge program related [temporary] promotion and nevertheless thank him for his time and patronage.

Sincere Regards,

[redacted], Sr. Manager of Compliance and

Regulatory / Risk Management Dept.

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.

In addition, if the customer representatives and billing department could be more knowledgeable about this promotion and explain the difference between new and existing account in any of the previous conversations, instead of keep promising he/she could fix the problem in he previous several months, it will save both of us time and effects on this issue.

Regards,

Review: Since about October of 2013, H20 Wireless starting offering where you can start sending and receiving picture messages, also you get internet included with the monthly plan I have. I have tried many times to let them help me set up my cell phone, and every time it ends up where they can't do anything. So they say a tech will call me with 24 business hours, and as usually I never receive a call back! I had done this many many times and nothing. Last time I called them before today, I was told to take the phone back to the store that installed my H2O Wireless service ([redacted]), so I did on Friday April 25th. [redacted] ([redacted]) tried everything he knew to do, he even took my sim card and put it in another cell phone and it did not work. So he called H2O Wireless and was told a tech would call him back within 30 minutes to an hour. Well no such return call was received by [redacted]. So then I called H2O back, and was told the usually 24 business spill, I raised cain and was then told there would be a return call in 15 minutes from a tech. Once again they have lied to me again, this is getting very old! They don't do what say they are going to. This way is no way to run a business, it is very irresponsible. I am constantly lied to and given the run around by their customer service department and the company in generalDesired Settlement: I think I should receive complimentary cell phone service, or I'd like to receive some of my money back for not getting the services they said I would get. It not either one of those, then H2O Wireless should pay for me to transfer my cell service to a carrier of my choice

Business

Response:

We thank our valued customer for brining this matter to our attention, thus allowing to readdress such. We assure him that despite what his prior experiences may have led him to believe, we remain committed to his satisfaction. In conjunction with such commitment, we've since had one of our former Manual Configuration Techs [and current Customer Relations Operations Analyst] reach out to Mr. [redacted] for the purpose of more effectively trouble-shooting his individual scenario.

The results of such were that: (1) Mr.[redacted]'s [owned] Samsung A667 mobile phone was found to not be configured to support our H2O Wireless GSM prepaid plan features, (2) The manual configuration process ensued, (3) Mr. [redacted]' aformentioned phone is now enjoying the plan-corresponding data features (to include MMS messaging capabilities).

In light of such and although Mr. [redacted] expressed his satisfaction [to my Customer Relations colleague at the conclusion of said call], I've nevertheless extended a complimentary month of H2O Wireless GSM service under Mr. [redacted]' phone number, this bringing his new airtime expiration date to 06/18/14 (from the former 05/19/14). *Note: I've also manually adjusted his Auto-Recharge account payment collection schedule in accordance with said new airtime expiration date.

I sincerely hope that Mr. [redacted] finds our [current] overall efforts to be more indicative of our overall commitment and otherwise ask that he consult our Customer Relations staff at (800) 643-4926 between the hours of 9am-12am ET.

Consumer

Response:

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 have ordered an unlocked phone from them, but got the damaged/locked[redacted]. I had to return it. I had called to confirm that they have got the phone in few days, but they are not ready to refund the money or resend the another phone. Called several times but not able to get the definite answer from themDesired Settlement: Want to get the full refund from them.

Business

Response:

We extend our sincere apologies to[redacted] for his individual, mutually undesired experience and for any inadvertent confusion that may have subsequently ensued. I assure him/her that we remain committed to customer satisfaction, despite what either may suggest. In conjunction with said commitment and in an effort to clarify and or update matters, I hereby confirm that our fulfillment center is in receipt of his/her returned item(s) and all approved refunds will soon be issued in accordance with our applicable return policy as found at: [redacted] i.e. 4-6 week processing time, etc. *Note: Several of our orders had experienced minor delays as a result of the relocation of our fulfillment center (aka warehouse). We apologize for any delays. That said, I proceed to note that we do not sell “unlocked” phones, nor do we advertise our products as such. All of the phones sold at [redacted] are locked to our [redacted] prepaid service which operates on [redacted] national GSM network. In closing, any and all appropriate refunds will be processed in the near future, whereby we thank [redacted] for his/her continued patience and understanding.Regards,[redacted]Customer Relations[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.

I need to know a definite date by which the refund will be processed. We have already confirmed from FedEx that you have received the package on 09/03/2014.

Regards,

Review: I have month to month service with H2OWirelessnow.com. On February 22, 2014, I was offered an automatic pay plan for $27.00 per month. They will automatically withdraw the money from my account. On the computer and in their billing department it shows that I am enrolled in their automatic bill pay for $27.00. Today is 3/27/2014 and my cell phone still doesn't have any service. I keep calling their customer care line and I am constantly being told the same thing. The problem has been sent to the billing department. I know I have missed lots of calls due to this inconvenience which I have no control over. I cannot add calling time any other way, since in their billing department they are suppose to be deducting the $27.00. I do not have a land line anymore. So, at the present I have no phone service. I've been promised numerous times, the billing department would call me and as of 2:24 pm I have yet to receive a call from their billing department.Desired Settlement: Apology and delivery of service would be nice and promise to get this corrected so it doesn't happen again.

Business

Response:

We thank Mr.[redacted] for allowing us to readdress his isolated scenario and re-extend our apologies for any prior misunderstanding or confusion as neither are indicative of our commitment to satisfaction. In conjunction with our commitment and in an effort to clarify matters we respectfully note that our Auto-Recharge Program underwhich H2O Wireless GSM prepaid mobile number ###-###-#### is enrolled, is functioning properly.

Our records indicate that any prior [temporary] interuption in service was a direct result of our being unable to collect a systematic payment by way of said program, as the registered [Visa] credit or debit card kept being declined by the card-issuer. More specifically, it appears that the card-corresponding 3 digit security code (aka CVV2 code) provided to us is incorrect.

While the aformentioned chain of events were not service-related but were instead directly dictated by the response(s) from the card-issuer, we've nevertheless extended the service on the herein-referenced H2O Wireless GSM prepaid number by 5 days which equates the approximate period that it was without service [according to our records]. In conjunction with such, we've also adjusted the relevant auto-recharge account schedule to reattempt it's next systematic payment collection attempt on 05/01/14, i.e. one day prior to the new airtime expiration date of 05/02/14.

We certainly hope that Mr.[redacted] finds our response and efforts to be to his satisfaction and close by respectfully urging him to address the herein-discussed debit or credit card related matters with the relevant card-issuer or consider registering an alternate debit or credit card at his earliest convenience, as otherwise his enrollment in our autorecharge program will be futile, as such benefits are contingent on our system being able to collect the required payment.

Note: Our "Live" support staff remains at Mr.[redacted]s disposal 7-days a week via their ###-###-#### toll-free number.

Regards,

Ricardo Barreras, Sr. Manager of Compliance

[email protected]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is a little more complicated than what is being posted. My concerns are that I know I provided the right security code. Unfortunately, based on the party on the other end, that doesn't mean he entered it correctly. I know the calls are supposed to be monitored for quality assurance purposes, so the original copy of the call could also be reviewed. My second problem, is if that was the only reason it was declined, why did it take so many days to provide me with that information, it could and should have been resolved sooner, when I first call to make the complaint. Prior to be offered the auto recharge, I had to phone in every month and I provided the same cvw code and it worked, it even worked this last time, because I will had to recharge by phone and pay $30.00 vice getting the auto recharge for $27.00. My phone is working again, but at a rate of $30.00 vice the $27.00 I was quoted for the auto recharge.

So, they explained the potential problem, but didn't provide what took so long to prove what the problem was. I missed several call in that time frame that were very important and crucial to what I had going on. I have to accept and get over that, I'm not mad, but several key issues were not addressed it there response. I was constantly put on hold while someone would contact the billing department. Since that was the problem, why did it take over four days to determine that was the problem. My information was provided February 22, 2014. I don't find out until my air time has expired I have no service. I understand that they wouldn't collect the payment until the next one is due, but since it was set up for automatic payment, it would have been nice to know that when the payment wouldn't go through that I should have been informed that there's a problem with processing my payment.

I know my CVW number, so I would have no reason to get it incorrect, it the only card I used for paying bills. Maybe I'm totally off base, but that's why I have to reject their reply. I will admit they my have it incorrect, but where did the mistake take place, were numbers transposed by the person on the other end, I don't know.

Regards,

Business

Response:

I apologize if my original response was misinterpretted or deemed unsatisfactory, as my intent was to effectively clarify and or resolve any lingering issues. That said and having since had my Customer Relations colleagues assist with such matter, we've confirmed that the related [on file] CVV2 was in fact correctly entered [on their end], but nevertheless declined [for reasons unknown to them/us] by the card issuer. Thus, not allowing our system to previously collect the Auto-Recharge Program associated payment.

With regards to the "why such wasn't previously explained to our valued customer"?... I regretfully, cannot offer insight on such, but do advise that I've since shared this feedback with my interdepartmental colleagues for the pupose of their: (a) Addressing such in a more effective [real-time] manner going forward and/or (b) Their taking all feasible actions to prevent a similar scenario from reoccuring.

I sincerely hope that Mr. [redacted] deems this update to be more satisfactory and otherwise ask that he consult our aformentioned Customer Relations staff at ###-###-#### for real-time assistance.

Consumer

Response:

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: This is the second occurence that I have made a payment twice in one month for a monthly unlimited 4G internet service. My internet service expire on 11/07, I made a $50 payment on 11/09. My internet service was disconnected on 11/10. When I called customer service and went online to my acct it shows that my service is not activated and in order to do so I need to make a payment, which I already did. The customer service is NEVER helpful, they told me I need to make a payment and that I cannot speak to customer service and that my service is not working because I used too much of the data. The service is unlimited and I only used it for one entire day before it was disconnected. This happened to me previously 2 months ago, and I have all of the charges shown on my bank statements. I wrote a letter to the company two months ago and I am never contacted back. I am paying for a service and not being provided with the service paid.

Business

Response:

We thank Mrs. [redacted] for allowing us to re-address her individual concern and extend our heartfelt apologies for any inadvertent delays, 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 clarify matters, I respectfully 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 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] case.In light of such and anticipating that I’ll be restoring Mrs. [redacted] H2O Bolt services (and granting a new, complimentary month of service) and 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.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

Review: Hi I paid $20 for a [redacted] wireless sim card from [redacted] not keeping the receipt thinking that it would be fine I call in to [redacted] to activate my service on aug 1 , 2014 the customer service rep told me my new number ###-###-#### and I ask if he could send me an email for data and he did I got the email I asked if I could paid the first bill with him he told me I couldn't that I had to go to the wed site so I said okay I had to work so I try to pay the bill on the 3rd and 4th but it wouldn't aloud me to so I called [redacted] and spoke to a woman she tells me my card is activated to [redacted] and not [redacted] I said how is that she told me the number belongs to someone else and the sim card was activated in march 2014 I said how when I spoke to someone from[redacted] on Aug. 1 ,2014 and they gave me the number and sent me an email she said she didn't know there was nothing she could do this was after being on and off of hold for 2hr I told her I would like to speak to a supervisor but told me there not aloud to do that I asked if she could have them call me back she said she wasn't aloud I told her that's not right and I have to speak to someone because I spoke to someone from there and they activated my card finally after she put me on hold for what felt like 30min finally took my number and said a supervisor would call me I just want my money back or a new sim card because I feel like my sim was activated in march 2014 why was I able to buy it a week ago that's just not right please I don't have money to buy another sim card I just cant believe this could happenDesired Settlement: A replacement sim or money back

Business

Response:

Mrs.[redacted],I open by thanking you for allowing me/us to readdress your individual concern and extend my sincere apologies for inadvertent and mutually undesired confusion, misunderstanding and or frustration that you previously experienced.I humbly assure you that despite what such individual experience may have temporarily led you to believe, we remain committed to customer satisfaction as is evident by our exemplary rating with the relevant Revdex.com.In conjunction with said commitment and in an effort to proceed accurately, I ask that you kindly: 1. Confirm that the SIM that you purchased at a local [to you] [redacted] is in fact an [redacted] Wireless GSM SIM.2. Provide me with said SIM number. Note: It should begin with [redacted] and will consist of [redacted].3. Re-confirm the [redacted] Wireless GSM prepaid mobile number which was allegedly assigned to said SIM [exactly as you heard it] when it was recited to you upon your originally speaking with one of our Customer Relations professionals.4. Provide me with the approximate date and time which you called our Customer Relations team to activate the relevant SIM, as well as the phone number/source from which you called. *Note: If you’re unsure of the origination/source number because you regularly have access to multiple phones, you may provide me with all of the numbers from which you may have called on said date/time.5. Advise us of the [redacted] store from which you purchased said SIM. *Note: If you’re unsure of the exact address, an approximation would suffice, e.g. corner of [redacted] Fort Myers, FL, etc. While I await your kind responses, I advise that our aforementioned Customer Relations department consists of different teams or divisions, each of which are responsible for a specific task or responsibility, hence why our automated telephone system is devised the way it is, i.e. to route you to the right team. Presumably, this explains why the team that answered your activation request call was unable to fulfill your payment/recharge request and was equally unable to connect you to a supervisor and instead as you to visit our official website to fulfill your recharge needs and asked for your callback number, so that the appropriate teams supervisor may return your call. That being said, I apologize if the “callback” never took place or if it took place after an unusually high and mutuallyundesired delay.With regards to the merchandise (SIM) itself, if in fact you ultimately provide me with the herein-requested additional information and my findings concur that the relevant SIM was previously used/activated, you’ll unfortunately need to return to the original place of purchase (i.e. [redacted]) to discuss your refund options, if that’s what you seek, i.e. a refund.If my findings uncover something different and said findings allow me to provide an alternate resolution I assure you that I’ll certainly proceed to go that route in the interest of time and satisfaction. I now simply await your responses and thus, extend my thanks in advance. Regards,[redacted]s | Sr. Manager - Compliance & Regulatory | Risk ManagementEmail: [redacted]

Review: I began a phone number port-in to H2O Wireless/Locust Telecommunications, Inc. on 12/8/2013, today is now the 29th and the number port has not been completed. I have been told by the old service provider the number port is in fact complete on their end and there is nothing more they can do and the problem lies with H2O Wireless.

I have placed no less than 15 phone calls to H2O Wireless to get this problem resolved. No less than 10 of those phone calls have ended with them disconnecting my call after waiting on hold. Unfortunately I have not tracked every call, however here are the last few reps I have spoken with along with the employee number I was given: [redacted] ([redacted]), [redacted], [redacted] (**, 12/28), [redacted] ([redacted], 12/29), finally a supervisor [redacted] ([redacted], 12/29) and [redacted] ([redacted], 12/29) who I may add sounds a lot like [redacted]. [redacted] was the only rep to escalate my complaint and told me the escalation department had told her the problem with the port is in fact on H2O's end. This phone call ended in a disconnect. [redacted] had also told me they would extend my expiration date of service, which has not been done.Desired Settlement: The FCC's website states a normal phone port should only take one (1) business day to complete.

I have had to leave my previous service activated at a rate after taxes of approximately $80 for the month so the number port could complete. I am requesting that my number port be completed and my service expiration date be extended 30 days from the date the port completes and additional two months of service. I have put well over 10 hours on the phone waiting on hold, getting disconnected, and never receiving phone calls back to get this problem fixed and think this is an amicable solution.

Business

Response:

Mr. [redacted],

I open by re-extending my sincere apologies for any inadvertent frustrations and or inconveniences that either you or Mrs./Ms. [redacted] individually experienced while porting in her ###-###-#### mobile number to our H2O Wireless GSM prepaid service.

I humbly assure both of you that despite what such may have temporarily led you to believe, we remain committed to your satisfaction.

That being said and as we’ve now resolved the matter and have since mutually agreed on the warranted compensation during our telephone conversations late yesterday evening and earlier today (i.e. an extension of service on the current billing cycle and two

subsequent months of complimentary service), I now respectfully remind you that our service on Mrs./Mrs. [redacted]s above-referenced H2O Wireless GSM $30 Month Plan prepaid mobile number is now set to expire on 02/03/14 unless recharged on or prior to said

date. This, as opposed to the original expiration date of 01/09/14 that applied prior to our joint-efforts.

In light of such and as part of said mutual agreement, I eagerly await your friendly communication (aka “reminder”) on or immediately prior to 02/03/14, at which time I’ve agreed to redeem a complimentary (plan-compatible) in-house replenishment PIN, effectively affording such number an additional 30-days of H2O Wireless GSM $30 Month Plan prepaid service and all that such plan then-entails, from said date.

As further agreed, I’ll equally await a similar communication from you the subsequent month, for the purpose of my re-extending the same courtesy, thus representing the final courtesy of its kind, meaning that thereafter you and or Mrs. [redacted] will be solely

responsible for timely replenishments in order to avoid service interruptions.

All in all, I close by expressing my sincere gratitude for your time and flexibility, which facilitated our ability to amicably and effectively resolve your isolated, yet mutually undesirable prior situation in a manner that’s more indicative of our aforementioned commitment.

Regards,

[redacted] | Sr. Manager - Compliance & Regulatory | Risk Management

Office: ###-###-#### | Fax: ###-###-####

Email: r[redacted]

Review: I tried to pay for my internet services with this company, when I did their automated phone system took a second payment that I did not authorize. When I called them to dispute it they said they could not find the charge. they told me to send a copy of my bank statement to an email address. I did that and have still not received any refund or contact. Every time I call them I get put on hold for more than 20 minutes and they never come back to the phone or they disconnect the call. When I ask for a manger there is never one available because I am not the "only customer with problems." I told a representative that I would call my bank to dispute the charge and that same day my device was deactivated and I had just paid up to have service through the end of July. Now they say I have used too much data and according to their policies they are allowed to suspend service until I make another payment. According to their policies they have the right to suspend service for reason they see fit. I do not use too much data since I am not home most of the day, because I work, there is not a way to use the data unless I am there. It's pretty convenient that the same day I say I will call my bank they disconnect my device. When I call to ask why they tell me that my account had been suspended for more than three days before the day they turned it off. Which I explained was inaccurate because I had just used it the day before that with no error.Desired Settlement: I would like to be refund for the unauthorized charge and I would like my services to be restored. I also think policies should be reviewed, because having an agreement that states they can do whatever they want without argument. is just going to turn business away. There has to be some kind of middle ground so that your customers do not feel like they are getting completely screwed over by your company.

Business

Response:

We thank Mrs. [redacted] for allowing us to readdress this matter and apologize for any inconveniences or misunderstandings that she may have inadvertently experienced. We assure her that despite what such may have led her to believe, we remain committed to her satisfaction.

In conjunction with said commitment and having reviewed the matters pertaining to her individual experiences or concerns, I regretfully concur that the prepaid service under the H2O Bolt device specified within her complaint was in fact been terminated at the request of the underlying carrier, citing that it breached the terms of said service as found at (https://bolt.h2owirelessnow.com/mainControl.php?page=Tc#authorized). More specifically, it recorded activity deemed to be “unreasonable” or “excessive”.

That being said and in an effort to proceed in a manner that is mutually satisfactory, I’ve now restored the service and ask that our valued customer “power cycle” her device, meaning powering it off and powering it back on moments after, so that it may recognize and accept the changes. The new expiration date on the device is 08/13/14. We’ve also refunded her two $50 recharges processed in June emphasizing that one was not a “duplicate” or “unauthorized” but that instead that it failed to result in a product

service replenishment because the wrong ActFast code was entered, i.e. [redacted] instead of [redacted]

In closing, we hope that our valued customer deem our actions to be more consistent with our aforementioned commitment and strongly urge her to be more wary of her usage/activity as any future “excessive” or “abusive” use may result in similar, abrupt interruption of her service for which we’ll unfortunately not be able to extend the same recourse/courtesies. Note: Perhaps consider turning it off while you’re at work so that nobody else may access it, etc.

Consumer

Response:

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