Locus Telecommunications, Inc.

Review: I ordered a H2O 4G Bolt device on 10/15/15. The company sent it by FedEx, however the delivery was unsuccessful and returned back to the company. I've spoke with customer care and manager's via phone and was told I'd have a refund within 10 business days. I've never received my refund.Desired Settlement: The grand total. Which is $55.00. I would like the $55.00 I paid back.

Business

Response:

RevDex.comConsumer

Affairs BureauRe: Complaint

ID# [redacted]First we would like to extend our sincere apologies to Mr.

Johnson for any delays and inconveniences that might have occurred and assured

him, that we reaming committed to customer satisfaction. The Bolt device been received

and a refund was issued to Mr. Johnson’s credit card for a total of $45.00 on

12/4/2015. Please allow 4 to 7 business days for the credit to reflect in the

credit card account depending on the financial entity. In light of the above-summarized we’ll proceed to consider

this matter to be effectible closed. Regards,Compliance

CoordinatorLocus

Telecommunications, Inc.

Review: They state they would 'replace' a defective item, but they sent me the same defective item, and it took them months to do soDesired Settlement: They owe me money for the defective item to be fixed and the 'airtime' card that expired because they took so long

Business

Response:

I thank Mr. [redacted] for having allowed us to readdress his individual matter and extend my whole-hearted apologies for any prior confusion, inconveniences and or delays inadvertently experienced. I humbly reassure him that neither is indicative of our true commitment to his satisfaction.That being said and having reviewed all internally available records, I proceed to advise that while our warehouse/fulfillment center had in fact experienced a little back-log during the latter part of the summer season directly due to their relocation (from Englewood, NJ to Carlstadt, NJ), this doesn’t appear to have played a factor in Mr. [redacted] respective case(es).Instead, it simply appears that Mr. [redacted]’s unfortunate and mutually undesired experience(s) where the direct result of: (a) an influx in orders which didn’t allow us to process his respective exchanges in as timely a manner as mutually preferred. Note: Both were nevertheless respectively processed within our advertised RETURN & EXCHANGE processing period of 4-6 weeks (see https://www.h2owirelessnow.com/mainControl.php?page=Tc#return ).Elaborating on the above and without being misinterpreted, I respectfully note the following timeline(s):· Original online order was placed on Saturday, 06/28/14 and shipped out on Monday, 06/30/14.· The returned phone/device itself (minus a battery or charger) was processed by our warehouse on or about 07/23/14. The phone itself was not deemed to be “defective” so it was returned to Mr. [redacted] on 07/28/14. · The second returned phone/device (again, minus the battery or charger) was processed by our warehouse on or about 09/23/14. This time, an exchange was requested and additional comments offered, stating that the batter wouldn’t hold a charge.· A replacement phone/device was shipped out to Mr. [redacted] on 10/21/14 and received on 10/27/14 (according to Fed-Ex tracking 620614922787).· In the end, both returns/exchanges were processed within the aforementioned and advertised 4-6 week processing period, from the date of receipt.In light of the above, we’d not normally accommodate the complaint-corresponding “disputed amount” of $35 as such isn’t warranted as a replacement phone (valued at $35) has since been provided to Mr. [redacted]. However and as is the norm, we wish to close this individual matter in as amicable a manner as possible, whereby, I’ve alternately taken the liberty of applying a $30 Minute Plan e-Pin under Mr. [redacted]’s H2o Wireless GSM prepaid mobile number of (513) 80807176 which affords him a new airtime/service expiration date of 01/26/15 (see https://www.h2owirelessnow.com/mainControl.php?page=planMin30 for more plan-corresponding details).I certainly hope that Mr. [redacted] finds our overall action(s) and response(s) to be to his satisfaction, as we’ll proceed to consider this matter to be effectively closed, unless we hear otherwise.

Consumer

Response:

I am rejecting this response because:I disputed the charges and my bank agreed that "an error did occur" , I appreciate the offer but have no confidence in that company, so I will be sending the phone and whatever else they sent me back to them.History of events:June 28 phone orderedJune 30 my bank account was charged and the phone arrived and I spent prepaid minutes on my old phone to tell my contacts that I have a new numberJuly 3 the phone 'died' and didnot work anymore , the phone would not turn on but if you pluged in the charger it says battery chargingJuly 4 after over 24 hours of charging the phone would not turn on and I spent over an hour with customer supportJuly 5 I had to buy more prepaid minutes for my old phone to tell people they could still contact me by my old numberJuly 6 phone sent back to be "replaced"July 28 the original phone they sent is the same on they sent back to me and would not turn on, and I spent another hour+with customer supportJuly 29 I decided instead of sending it back to them and waiting 3 weeks, to buy a new battery because that is what seemed to be the problemJuly 30 the phone would not turn onAugust 4 phone was sent back to be replacedSeptember 9 after not hearing from H2O for over a month I placed a diputed charges at my bankOctober 27 I placed a complaint with the Revdex.com and later that day The same phone arrived and this time it would turn on and also My bank credited my account for the disputed chargesOctober 28 the Revdex.com send my a reply to the complaint from H2OOctober 30 the Revdex.com ask my why I declined the offerOctober 31 I am responding to the reason why / H2O states the 4-6 weeks but as the timeline tells it Aug. 4 to Oct. 27 is more then that and they NEVER sent my info on why it was taking so long....So I will be sending ALL of their stuff(phone, chargers, batteries +) back to them on Monday Nov. 3Thank You Revdex.com

Regards,

Review: I purchased a no contract Wi-Fi mobile hotspot from an authorized dealer. The service was advertised as "unlimited" data for fifty dollars per month. I asked at the time of purchase is there a limit or is data throttled at duke point and I was told no, this is really unlimited. I paid my bill ($50) on 6/3/14, my service was disconnected on 6/23 14. I contacted h2o customer service and was issued a work order and told I would receive a call back. I did not get a call so I called back the next day, I was told that they attempted to call and left me a voicemail. There was no missed call or voicemail on my line. I was then once again told I would get a call back but it should be working in two hours. After two hours I did not get a call nor was my service working. I called back again was once again told that they called and left a voicemail, which they did not. After being on hold for about five minutes I was told that my service was disconnected for "excessive and unreasonable" usage. I asked for more details I.e. how many gigs of data I used our how many devices I had connected versus my last month of usage. The rep refused to answer my questions or transfer me to tech support or a supervisor and said that they were unable to provide the information because he didn't know how much data I used. That is unacceptable, if there's a point of excessive usage, it should be explicitly written on company policy. I was told in order to reconnect I would have to pay another fifty dollar fee.Desired Settlement: I would like my service reconnected and an explanation of what is considered to be "excessive and unreasonable"usage of the Wi-Fi service and a way to monitor usage on order to avoid this in the future. The authorized store where I purchased the service was unaware of such a practice. I have a "no contract" service with "unlimited" data for fifty dollars a month.

Review: I purchased a $60 [redacted] cell phone plan that clearly stated I would be given unlimited data. Their $50 plan is limited to 2 GB, with the $60 plan claiming "unlimited" with no asterisk or additional terms on their website. A week into my service my data was shut off. I called multiple times, and was not given an explanation, and was instead told I "used" up all my data, despite being on an unlimited plan. When asked to speak to a manager each time the representative claimed there was no manager.Desired Settlement: I would like a refund. I have paid $60 for a service and received service worse than any plan than they offer with my data being shut off without warning. I want my $60 fully refunded.

Business

Response:

We thank [redacted] for allowing us to readdress her individual concerns and re-extend our sincere apologies for any inadvertent misunderstanding(s) or confusion. I humbly reassure her that we remained committed to her satisfaction throughout her time under our service.In conjunction with such, I refer Mrs.[redacted] to the current TERMS & CONDITIONS of our herein-discussed prepaid telecommunications service as found at [redacted] in hopes that the information contained therein effectively addresses any lingering confusion surrounding "unlimited usage" versus "unreasonable", "abusive" or "prohibited" usage.I proceed by by respectfully advising all concerned parties that I found no evidence or record to support Mrs. [redacted] claims that we essentially failed to deliver the plan-specific services and or features and note that I instead observed the opposite. Elaborating on such, I advise that our available records show that the relevant [prior] [redacted] GSM prepaid mobile number logged an excess of 7.5k individual events during it's approximate 58 days under our aforementioned service. That's an approximate average of 130 events per day. Note: "Event(s)" refers to individual instances of voice, text and or data activity... In a nutshell, all of our advertised, plan-specific features were available to the relevant number throughout it's time under our prepaid service.As a direct result of my findings and as we're unable to perform any additional troubleshooting because the relevant number has since been ported out to a new service provider, we're unable to accommodate Mrs.[redacted] request for a refund.I therefore close by thanking Mrs. [redacted] for her prior business and wish her all the best with her current and or future service providers. We remain at her eager disposal if we may be of service going forward.Regards,[redacted] Sr. ManagerCompliance & RegulatoryRisk Management[redacted]

Review: My problem is that I currently am trying to change my number but [redacted] Customer service REP keep on saying I have to wait a 15 days. After those 15 days passed I proceeded to contact Customer service of[redacted] and told them the 15 days had passed then they told me I had to wait 15 days more because I changed my phone number. I have the same phone number I haven't changed it.Desired Settlement: I wish for my number to be changed or my money refunded for these past two months since my problem started.

Business

Response:

We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstandings experienced, as we remain committed to his satisfaction.

In conjunction with said committment and as is evident by the [at least] five mobile number changes that the relevant and current [redacted] prepaid mobile number has already undergone since it's activation, I respectfully reassure all concerned parties that both, our independent voice response (IVR) system and customer service staff alike are at Mr. [redacted] disposal to accomodate his mobile number change needs. Note: This is understandably contingent on the availability of numbers within the desired area code.

In light of such, I close by noting that no actions are warranting and alternately inviting Mr. [redacted] to contact our aforementioned customer service staff via our ###-###-#### toll-free number or by dialing [redacted] from his [redacted] handset between the hours of 9am-12am ET to fulfill his mobile number change need(s).

Regards,

Compliance & Regulatory

Risk Management Department

Review: I order ONE h20 sim card with a 'pay as you go' plan. The first time I place the order, I pay with paypal and the order did not went through. 'h20 customer care' auto sent me this notification saying I gave them incorrect information. here's what the email read.Hello, Seng2015/09/20We're sorry.The following email is sent to you because you entered an incorrect Verification Value (CVV2) or Billing Address when placing your order at H2OWirelessNow.com. At this time, your order has been cancelled.Please review the information below and click here to SHOP with H2O Wireless. Thank you for choosing H2O Wireless.Sincerely,H2O Customer CareI know my paypal information was correct so I tried the SECOND time with paypal. It did not work again and I get another same notification as above.So the THIRD time I tried to place the order, I use a different payment method(my debit card). It work.Now the problem. As mention above with the FIRST and SECOND order not working. After several days, I notice that the money had been withdrawn from my bank account through paypal for the FIRST AND SECOND order although it was "cancel" according to the email. I've contacted h2owirelessnow.com and started a live chat with customer service about the 2 charges which was supposedly cancel and they say that they don't accept paypal and the money with be return within 3-5 business day. Now all of a sudden, they took my money and sent me the 2 package that was supposedly "cancel". I've attempted to email h20 customer service but did not get a reply and even try to start a live chat with h20 customer service but its not connecting me to them.Desired Settlement: I need an address or a respond for which I can ship these 2 package back to them and get a refund.

Business

Response:

In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr. / Mrs. [redacted] may have individually experienced. I reassured him/her thatLocus Telecommunications remains committed to customer satisfaction.Our records indicated that Mr. [redacted] was attempting to purchase a SIM Card in our official website transactions reported to failed, however those transaction were processed while we were life testing our PayPal gateway or handset purchases, it seems the gate way was not communicating properly by allowing purchase under the set amount. We have process a refund to his credit card for two $20.00 transactions a total of $0.00 to the credit card. Please allow 3 to 7 days for the credit to reflect in the credit card account depending on the financial entity.In light of the above-summarized we’ll proceed to consider this matter to be effectible closed

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 purchased surfaces called h2o bolt I've had the services since about October of 2014 I moved from where I was previously staying and my new address the services weren't working I talked to several different people about the service is not working and they told me that the technical department was working to resolve the problem and it could take about 48 hoursthat was on the 4th of April of this year it's now the 13th and I still have no services when I contacted them today about the issue they told me that my account has been suspended because of unreasonable usages and they just couldn't explain other than that why my services now they are saying that I have to pay for my next month of service before the can unsuspend my services and my services for this month haven't even expired yet but all of a sudden they disconnected me for no reason and trying to get me to pay 50 more dollars all of conversations that I had with them should be recordedDesired Settlement: I will like a refund of my money because I'm very dissatisfied I have been a customer for 5 months and been using the services for the same thing I always use it for now all of a sudden im using my services unreasonably because I been having a problem with the reception on the service I don't even want the service anymore

Business

Response:

Revdex.comComplaint# [redacted] ([redacted])We thank Mr. [redacted] for allowing us to re-address his individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experienced. We assure him that we remain committed to our customer’s satisfaction.In regards to bolt service coverage we review our map and it indicates Mr. [redacted] new address has coverage however some areas might experience coverage problems as stated in our terms and conditions.Coverage; Where Your Device Will Work; Service SpeedsOur coverage maps are available at our authorized retail locations orwww.H2OWirelessNow.com. The specific network coverage you get will depend onthe radio transmissions your Device can pick up and Services you’ve chosen. Ourcoverage maps provide high level estimates of our coverage areas when usingServices outdoors under optimal conditions. Coverage isn’t availableeverywhere. Coverage and Service speeds are not guaranteed. Coverage is subjectto change without notice. Service speeds may depend on the Service purchased.Actual speeds will vary. Estimating wireless coverage, signal strength, andService speed is not an exact science. There are gaps in coverage within ourestimated coverage areas that—along with other factors both within and beyondour control (for example, network problems, network or Internet congestion,software, signal strength, your Device, structures, buildings, weather,geography, topography, server speeds of the websites you access, actions ofthird parties, etc.) —may result in dropped and/or blocked connections, slowerService speeds, or otherwise impact the quality of Service. Services that relyon location information, such as E911 and GPS navigation, depend on yourDevice’s ability to acquire satellite signals (typically not available indoors)and network coverage. While your Device is receiving a software update, you maybe unable to use your Device in any manner until the software update iscomplete.https://bolt.h2owirelessnow.com/mainControl.php?page=TcMr. [redacted] service was terminated because the bolt device’s 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 fordialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore consideredunreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, callcenter services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. H2O’sunlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and thenon-continuous streaming of data (e.g. downloading files). While most common uses are permitted by our data and messaging features, there are certain usesthat cause extreme network capacity issues and are therefore prohibited. Our data and messaging services may not be used: (a) to generate excessive amountsof Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) tomaintain 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," cancelbots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicitedcommercial 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 orindividual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data overthe 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 terms can be found on the below link:https://broadband.h2owirelessnow.com/mainControl.php?page=Tc#authorizedNone...⇄ since Mr. [redacted] is our faithful customer we have restored her H2O Bolt services and granting complementary service with a new billing cycle. Thenext recharge date is June 22/2015 The above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed.Regards,Mara SotoCompliance CoordinatorLocus Telecommunications, Inc.

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: According to the Website, The H2O Wireless has added 'UNLIMITTED INTERNATIONAL CALLING' to over 50 Landline destinations. I've tried to call some of the included international landlines but I noticed that it would just give me a limited time based on my international calling credit (Unlike what was advertised on the website)!

I called the customer service today, the phone got disconnected several times and after spending about 3 hours, when requested to talk to a supervisor, was put on hold for several times, and eventually, the rep. did hang up the phone on me!

The customer Service is very poor, most of them cannot communicate in English 'at all'. Even when I asked one of the reps. to double check my data configuration, he did not understand what I meant!Desired Settlement: I'd like to hear from the Executive office of H2O Wireless, regarding this disgusting issue. They must reimburse me for all of the service issue and wasting so much of my time and energy for about 3 hours!

Business

Response:

Revdex.comRe: Complaint ID# [redacted] ([redacted]) In response to the below matter I open by re-extending our genuine apologies for any confusion or misunderstanding Mr./Mrs. [redacted] may have individually experienced. I reassure him that despite what his individual experience might have been, we remain committed to our customer’s satisfaction. Our records show that Mobile number [redacted] has a $30.00 prepaid plan. Records further showed that some international calls were placed to destination number in Germany the number called appear to be registered as a cell phone number which is not part of the unlimited plan. Out of courtesy we added $10.00 credit to his International allowance. At the same time, we also like to share our Unlimited International 50+ Countries by logging into our website. https://www.h2owirelessnow.com/mainControl.php?page=destinationFinderWe would also like to mention that our “Terms and Conditions” further states that some mobile numbers might be subject to rate changes.12. Charges. You agree to have your prepaid account debited for all usage and other charges associated with your Device, even if you were not the user of, and did not authorize, its use. Charges include, without limitation, monthly recurring access charges, charges based on actual usage and all applicable taxes and regulatory fees. You agree that we may deduct from your account balance all federal, state and local taxes, fees, and other assessments that we are required by law to collect and remit to thegovernment on the Service we provide you. Directory assistance, premium SMS, no answer/busy transfer, caller ID, caller ID block, and roaming not available with any plan. 3-way calling, call forwarding, call waiting, and voicemail features included; talk rates apply where applicable. When calling outside the U.S., additional charges will apply. Advertised international rates may not apply to calls made to foreign mobile phones or to off network/special locations and in some instances may be higher. International Long Distance (“ILD”) balance does not roll over upon monthly plan expiration. ILD cannot be replenished if used prior to the expiration of your monthly plan. For pay as you go plans, international calls are charged at the applicable international rate plus airtime, except for select international destinations that are included at no extra charge (i.e. airtime charge only). Restrictions on certain countries may apply. All rates and fees are subject to change without notice. For current charges and fees, call Customer Service or visit h2owirelessnow.com. You can find the above info at: https://www.h2owirelessnow.com/mainControl.php?page=TcIn conclusion, we remain eager, willing and available to discuss all product/service related matters with Mr. [redacted] by way of our (800) [redacted] toll-free number. [redacted]Compliance CoordinatorLocus Telecommunications, Inc.

Consumer

Response:

Review: [redacted]I am rejecting this response because:the person, who responded, is either very unintelligent, or just pretends to be. As I mentioned, there are over 50 countries listed on the Ultra Mobile website, that include UNLIMITED calling to the landline. I'm not talking about the Mobile Destination. I'm talking about Landline Destinations, which are listed on their Website.When I called the Customer Service for the first couple of times, they acknowledged that the LISTED international Destinations are supposed to be unlimited and it is not supposed to use international calling credits. They also said that they had escalated the issue and I would hear from someone within 24-48 hours but the call back has never happened! For the next several times, when I called the customer Service, I was told that the international call credits needs to be over in order to benefit from the UNLIMITED INTERNATIONAL CALLING to the landlines, listed. But after finishing the international calling credit (that was supposed to exclude the landline listed! ( I still could not make any international calls to the listed landline destinations. When I called again, I was given some other ridiculous answers, was promised call back within 24-48 hours but nothing happened!If the Telecom communication does not get back to me immediately, to resolve the issue towards my satisfaction, the next action would be filing a complaint with the FCC. Please see the following list of International unlimited calling, advertised to be included in my plan:I sometimes wonder how the Revdex.com is to accepts such a ridiculous responses from the Revdex.com Accredited Businesses!UNLIMITED INTERNATIONALCALLING TO 60+ COUNTRIESA Andorra UNLIMITED calling to Andorra landlines.Argentina UNLIMITED calling to Argentina landlines.Australia UNLIMITED calling to Australia landlines.Austria UNLIMITED calling to Austria landlines.B Belgium UNLIMITED calling to Belgium landlines.Brazil UNLIMITED calling to Brazil landlines (Belo Horizonte, Brasilia, Curitiba, Porto Allegre, Rio de Janeiro, and Sao Paolo ).C Canada UNLIMITED calling to Canada landlines.Chile UNLIMITED calling to Chile landlines.China UNLIMITED calling to China cellular and landlines.Colombia UNLIMITED calling to Colombia landlines in Barranquilla and Cali.Costa Rica UNLIMITED calling to Costa Rica landlines.Croatia UNLIMITED calling to Croatia landlines.Cyprus UNLIMITED calling to Cyprus landlines.Czech Rep. UNLIMITED calling to Czech Republic landlines.D DenmarkDominican Rep.UNLIMITED calling to Denmark landlines.UNLIMITED calling to Dominican Republic landlines and 1829.F France UNLIMITED calling to France landlines.G Germany UNLIMITED calling to Germany landlines.Greece UNLIMITED calling to Greece landlines.Guam UNLIMITED calling to Guam landlines.H Hong Kong UNLIMITED calling to Hong Kong cellular and landlines.Hungary UNLIMITED calling to Hungary landlines.I India UNLIMITED calling to India landlines.Indonesia UNLIMITED calling to Indonesia landlines in Bandung and Jakarta.Ireland UNLIMITED calling to Ireland landlines.Israel UNLIMITED calling to Israel cellular and landlines (exclude Israel Palestine).Italy UNLIMITED calling to Italy landlines.J Japan UNLIMITED calling to Japan landlines.L Latvia UNLIMITED calling to Latvia landlines.Luxembourg UNLIMITED calling to Luxembourg landlines.M Malaysia UNLIMITED calling to Malaysia landlines.Malta UNLIMITED calling to Malta landlines.Mexico UNLIMITED calling to Mexico landlines.N Netherlands UNLIMITED calling to Netherlands landlines.New Zealand UNLIMITED calling to New Zealand landlines.Norway UNLIMITED calling to Norway landlines.P Peru UNLIMITED calling to Peru landlines.Poland UNLIMITED calling to Poland landlines.Portugal UNLIMITED calling to Portugal cellular and landlines.R Romania UNLIMITED calling to Romania landlines.Russia UNLIMITED calling to Russia landlines.S Singapore UNLIMITED calling to Singapore cellular and landlines.Slovakia UNLIMITED calling to Slovakia landlines.Slovenia UNLIMITED calling to Slovenia landlines.South Korea UNLIMITED calling to South Korea landlines.Spain UNLIMITED calling to Spain landlines.Sweden UNLIMITED calling to Sweden landlines.Switzerland UNLIMITED calling to Switzerland landlines.T Taiwan UNLIMITED calling to Taiwan landlines.U United Kingdom UNLIMITED calling to United Kingdom landlines.V Venezuela UNLIMITED calling to Venezuela landlines.Regards,[redacted]

Business

Response:

March 17, 2015 Revdex.com Re: Complaint ID# [redacted] ([redacted]) In response to the below matter, I sincerely apologize to Mr. [redacted] for the inconveniences he experienced. The Unlimited International calling feature was only recently added to our $30.00 plan Customers. Unfortunately our records showed that our switch did not properly connect the Unlimited International Calling feature to his mobile number ([redacted]). However this problem was fixed by our IT Department. I tried to contact Mr. [redacted] to inform him and to let him know that we would provide 3 months service free of charge; however I was unable to contact him Our records show that his number is currently active and recently recharged; therefore we believe that the problem resides with our underlying carrier. We reached out to them to fix the problem and I will follow up with Mr. [redacted] to let him know of any updates. We remain eager, willing and available to discuss service related matters with Mr. [redacted] by way of phone ([redacted]. Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc.

Review: The customer service for H2O is deplorable and the agents are incompetent and unwilling to help. They have been trying to solve a problem for me for over a month and still have not been able to figure out what the problem is. The problem was this :- I was a [redacted] customer prior to January 2014, at that time I transferred service and my phone number as well. Somehow my number was not transferred correctly and in March of 2014 my number was assigned to someone else by [redacted], and the result of that was the calls that I should have been receiving were transferred to the other person with same number as mine. The person who received my number was with [redacted] Family Plan. Since 19th March of 2014 I have been trying to talk with H2O customer agents to try and solve this problem, all the while experiencing the inconvenience of not receiving my own calls. First the agents tried to tell me there was no problem, and that this scenario is impossible to happen. Three times over the last month their only final solution was to switch off and switch on my phone after I repeatedly told that that is not solving the problem. The service is horrible overall ; they will never give any reference or case number, all they do is log a open management complain and tell you to call after two days, there is no-coordination in between the agents themselves and the technical department, and the the worst thing is the two day cycle of me telling them what the problem is and them trying to figure it out keeps repeating over and over again. After telling me to call back for solution after two days, the agents are again completely clueless of what the problem is and they start over again. They even made me call a bunch of times to [redacted] to rectify this problem (which I was told I would not have to do). After [redacted] told me they could not do anything, H2O still says thisistheirfinalsolutionandtheycannotdoanythingto help,theywonteven talk to [redacted] and help me in anyways possible.Desired Settlement: So all is left for me is to contact [redacted] again after they have already told me nothing can be done or change my number (which I was trying to avoid as I had the number for 5 years). This whole ordeal would have been avoided if the customer service agents , supervisors and the technical department were competent enough to figure out the problem in at least a month. For this whole month I have been missing a bunch of important calls. I want H2O to reimburse me appropriately for this inconvenience.

Review: I ported my number to H2O Wireless and signed up for their service. After reading more negative reviews, I decided to stay with AT&T – I have been with AT&T for over 8 years. We (AT&T and I) requested that H2O cancel the port request; the H2O representative deceitfully agreed, and completed the porting instead. So, I decided to keep the service – which H2O set to expire in a few hours (actually ~1 hour Eastern Time) without recharge. As I decided to recharge my account, I found that H2O had erroneously (so I assumed at first) signed me up for something different from what I requested. H2O actually doubled the plan. I made several attempts to ‘recharge’ selecting what I had requested, but H2O won’t allow me. It rejected my payment several times when I selected that plan and would only accept payment for twice the amount I had signed up for. I called H2O and the service representative said that for them to correct their mistake, they would have to keep the money I just paid – which could have covered 2 months of the plan I requested and I would have to pay them again immediately – never used the service except for calling H2O – and the service was less than 30 minutes old. It now seems it is a game that H2O plays to apparently fraudulently pull money from innocent customers. I hope H2O will think again and correct this practice.Desired Settlement: H2O Wireless should restore the service I signed up for and apply my credit accordingly – for 2 months of service.

Business

Response:

) In response to the above reference matter, we would like to apologize to Mr. [redacted] for any inconvenience, frustration(s) or delays that she might have experienced. We reassure her that we remain committed to Customer satisfaction throughout the time under our service including while she was attempting to transfer his service.In conjunction to the said commitment and having reviewed all internal records, we advise that the matter has since been resolved in the form of the number being successfullyreleased a ported out on 3/27/2015. Unfortunately, we cannot speak on what may have caused any prior delays. Since Mr. [redacted] never used our services, we have processed a refund his purchase of $60.00 directly to his credit card. In light of the above summarize we’ll proceed to consider this matter closed, unless we hear otherwise.

Consumer

Response:

Dear Revdex.com,

Thank you very much for your help with this! Refund accepted.

Review: I ordered an H2O LTE SIM card on 1/21/15 and I got it in about a week. I was using it and I saw that I kept losing reception with the SIM card and it would occasionally go to No Service. I contacted Customer Service numerous times about it and they couldn't fix it so I considered it defective. I printed out the Returns & Exchange form, filled it out, and included it with the SIM card and sent it out with the return shipping label. I checked Fedex tracking and saw the package was received by the Returns Department in Carlsdat, NJ. I have not yet received my exchanged SIM card and I need my phone line on for my business. I would like to know what is taking so long and if my order has been shipped out. Thank you.Desired Settlement: Information on the status of my order; to receive a tracking number if possible.

Business

Response:

, we extended our sincere apologies for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction.The free SIM card sent to Mr./Mrs. [redacted], has beenreceived, we were not able to find any damage. However as part of our mention commitment to customer'ssatisfaction and out of courtesy, I personally mailed a SIM Card today.That being said, we respectfully consider this matter satisfactorily closed.

Consumer

Response:

I am rejecting this response because:

I haven't yet received the SIM card. It has been a week already. When should I expect it?

Business

Response:

Mr./Mrs. [redacted], I apologize for the delay. There was a problem with the order and our shipping department did not processed the request. I reassure you that the SIM card will be ship out today. Again thank you very much for your patience and understanding.

Review: I was very displeased with your customer service who were not helpful at all. I have complained about MMS messaging. I was forced to buy another SIM card in order to port from my old company to you guys after activating first one. I has visual voicemail on the first activated SIM card. Second SIM card with ported number, I had no visual voicemail. I was told to jailbreak my iPhone 6 plus in order to have MMS to non-iPhones. I told them that voids the warranty if I jailbreak and it is kinda against the law to jailbreak. Apple does not like having their iPhones jailbroken. Next update, they are installing a code to prevents iPhones from being jailbroken. I decided to switch to another company which gave me no problems at all. The salesman at the store was very helpful and I did not need to jailbreak my phone. I had needed the account number. I called you guys to get account number: the agent that I talked to and his supervisor would not give me the account number after confirming several things and they wanted me to keep confirming stuff that I already confirmed and more. They still would not give it to me. I was getting really frustrated with both of them. I checked with FCC and I had the right to get account number without hassles. So the salesman at the store I went to called their porting department and they were able to get my number ported automatically and close out my H20 account.Desired Settlement: I want full refund for both activations: [redacted] was activated on Sunday (first SIM card) and [redacted] was activated Tuesday (second SIM card) which is $36 each total of: $72 and $9.99 for SIM card. $81.99 Both accounts are closed. Do not call me. Please email me since that is a much better way of contacting me. I do not accept calls while I am at work.

Business

Response:

Revdex.comRE: Complaint ID# [redacted]In accordance with and in response to the above-referenced matter, we thank Mr. [redacted] for allowing us to review this matter. We reassure him that Locus Telecommunications, Inc. remains committed to ethical business practices and customer satisfaction alike.Mr. [redacted] mention a problem in regards to the MMS. We do not recommend for our customers to jailbreaking devices instead we encourages the use of native messaging platforms such as iMessage. We apologize for any misunderstanding in this regard.Our records indicate that MDN ###-###-#### is no longer under any Locus Telecommunications services, however it appeared in our system’s history as the number being successfullyreleased and ported out on June 5, 2014 Mr. [redacted] was not able to use our service. Under those circumstances we have process a refund to the original credit card used for those purchases made directly from us in a total amount of $72.00 In addition, since the SIM card was purchased through a third party, He told us via email not to worry about that particular purchase. The above being said, we respectfully consider this matter closed.

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. I got the refunds. Took awhile but it came through.

Review: February 12, 2014 at about 12:45 my service to my h2oboltspot538 was deactivated in the middle of my homework. Last payment I made was January, 18 2015 so I knew payment wasn't due till the 17th of this month. I called your customer service to inquire about the situation and was informed that my excessive usage was due to early termination even though it is supposedly unlimited, and the computer automatically terminates when there is over usage. I proceeded to ask why when I have not used the device much this month, maybe once a week or less for a smart tv, my phone daily and my laptop about 4 times a week at most, they representative was unsure why and could not tell me how much data I have over used but explained in the terms and conditions the limit which I read, but not really understanding. Mind you I screen shot my usage on the screen of the device at 12:52pm data usage was 131.66kb with a 4G status as connected. It is now 1:34 pm and without activation the kb have rose to 597.17kb? Why does it still state connected if I truly am not. I tried to contact your customer service once more just incase because sometimes the first person you get can be an it. The second rep tried to assist, I did state that I knew why I was deactivated, she seemed to try and look into it a bit, but then came back with no answers to why this happened when my usage was not on the high side this month (from my end) and just told me what I knew again. So please maybe you guys can explain to me what my exact data usage is and based on the KB in the contract with or without decimal points because it does not seem that I went up to 1024KB. The account ID is [redacted] and the account name may be under [redacted], which the device was given to me for school for m studies in pre-med. This is a huge inconvenience especially when you are on deadlines, I am pretty sure you understand the meaning of a deadline.Desired Settlement: Either you give me back a partial refund or you give me back my 5 days without charge due to this inconvenience.

Business

Response:

Revdex.comRe: Complaint ID# [redacted] We thank Mr. /Mrs. [redacted] for allowing us to re-address his/her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experienced. We assure him/her that we remain committed to our customers’ satisfaction. Mr. /Mrs. [redacted]’ service was terminated because the bolt device’s 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 fordialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore consideredunreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, callcenter services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. H2O’sunlimited 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 f 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 manualroutines, 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 thenetwork (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 terms can be found on the below link: https://broadband.h2owirelessnow.com/mainControl.php?page=Tc#authorized Nonetheless, our records show that the H2O Bolt is not currently active. However we understand that Mr. /Mrs. [redacted] recharge the device on 1/18/2015 in the amount of $50.00 Unfortunately we are unable to reactivate the bolt device at this time. We had process a refund of $50.00 to Mr. /Mrs. [redacted] credit card. Funds should reflect in your account within 3 business days. The above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed.

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 MADE A TIMELY PAYMENT AND SERVICE WAS STILL ACTIVE ON MY PHONE SYSTEM EARLIER THIS MONTH. THE TIME AND 30 WAS ADDED TO MY ACCOUNT BUT THE 50.00 I HAD PREVIOUSLY WAS REMOVED. I CONTACTED THE CUSTOMER SERVICE DEPARTMENT AND TALKED WITH A SUPERVISOR ON 1-5-2015 AND WAS INFORMED THAT THE 50,00 WOULD BE PLACED BACK ON THE ACCOUNT ALONG WITH THE PAYMENT OF 30.00. ON 1-6-15 THE 50,00 HAD NOT BEEN RESTORED,SO I CONTACTED THE COMPANY H20 WIRELESS BY THE COMMUNICATOR. CUSTOMER SERVICE REP 12 INDICATED THERE WAS NO INFORMATION RECORDED IN THEIR SYSTEM ABOUT THE PROMISE TO RESTORE THE 59.00 AND WOULD NOT HONOR THE PROMISE OR VERBAL CONTRACT. MY PHONE SERVICE WAS ACTIVE AT THE TIME OF PAYMENT AND I WAS UNABLE TO GET ANY ASSISTANCE THROUGH CUSTOMER SERVICE COMMUNICATOR.A RECORD SHOULD BE ON FILE OF THE COMMUNICATION, BUT FOR SOME UNKNOWN REASON THE VERBAL COMMITMENT BY THE SUPERVISOR WAS NOT ENTERED INTO THE SYSTEM TO REPLACE THE 50.00 AS AGREED AND STATED BY THE SUPERVISOR OF H2O WIRELESS.Desired Settlement: REPLACEMENT/ RESTORATION OF THE 50.00 OF AIRTIME ON MY ACCOUNT

Business

Response:

Mr. [redacted], we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and assured him that we remain committed to customer satisfaction. Mr. [redacted] has the H20 Pay As You Go Plan. With Mobile number ###-###-####. Our terms and conditions regarding the Pay As You Go plan state:“Positive account balances are forfeited if they are not used within the expiration period specified in your service plan. Please note: If you properly replenish your account balance before the expiration period or within the grace period, the expiration period restarts. If you do not use your account balance during the expiration period, your account balance will expire and you will not be entitled to a refund or service credit.”Mr. [redacted] has our Pay As You Go plan and his phone had a remaining balance of $49.20 which expired on December 31. 2014. Our records show that Mr. [redacted] replenished $30.00 on January 2, 2015 (two days after expiration date.) To resolve this matter, we explained our terms and conditions to him and out of courtesy due to a misunderstanding, we restored hisoriginal balance of 49.20 and extended his expiration date to 05/02/2014. We now consider this case close.

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: This company advertises unlimited 4G wireless internet services for a monthly flat rate price but once you purchase the product it's a different story. I purchased this service with the understanding that it was unlimited and now my service has been suspended and I was told out was due to overuse within two weeks of my monthly payment.Desired Settlement: I would like a refund of the total amount I spent on this service because I would not have purchased this service and the device to use it had I known the truth.

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.

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 paid the service on August 26th and was told by the customer service I could charge on November 26th (3 months) to keep the balances and services. However, they disconnect my service on November 23rd and my balance (about $5 in my account) was gone. They even gave the wrong information to accuse me I used all of the balances in September. They didn't notify me about the expiration date (no text messages nor mails).Desired Settlement: Credit the $5 back to my account.

Business

Response:

We apologize to our valued customer for any inadvertent misunderstanding or confusion. We reassure her that we remain committed to her satisfaction. That said and in an effort to clarify matters, we respectfully refer our valued customer to the area within our website wherein it concisely states that a $10 Minute Plan recharge and or PIN affords the user 90-days of H2O Wireless GSM prepaid service; not “3 months” per-se. *See [redacted] . In accordance with such, 90-days from the actual, relevant recharge date of 08/25/14, is in fact 11/23/14. *See [redacted] . In addition to such and for the purpose of further educating our valued customer on the “TERMS” of the herein-discussed plan, any and all positive account balances at the moment of plan-expiration, will be systematically forfeited. Any confiscated balance is non-refundable. *See ABOUT ACCOUNT BALANCES at [redacted] Based on the above summarized facts and our findings (that show that no error or misguidance occurred), no actions are warranted. We’ll nevertheless accommodate our valued customers request by adding a one-time courtesy airtime credit of $5.00 to her H2O Wireless GSM Minute Plan prepaid number. We simply ask that she kindly stipulate which of her two numbers is the complaint-corresponding number as our online records indicate that she has or has had two numbers under our service, a number ending in 1309 and one ending in 9008. We certainly hope that this clarifies mattes and await her kind response. Regards, [redacted]

Consumer

Response:

The phone number which you can add $5 credits is ###-###-####.

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 reported a problem with my device on October 26th when I first activated the device. I was told at that time a report would be submitted to technical support and I would receive a call in 24 hours. I never did.

Since then I have made several calls to customer service to try and get my device working. Nothing worked.

Having been at this a full month, I asked for a full refund and to return the device.

Two nights ago, on November 24th, I was told that would not be a problem, but my bank statement needed to be provided to process the refund. They couldn't seem to see my payment information so my bank statement was needed, very peculiar and alarming. I was also told that there was no record or any of my previous calls or of any reports sent to technical support. I found this extremely alarming. I was also asked several times how I purchased the device, which seemed odd and also concerning. I sent the bank statement to this email address and received a phone call message asking me to call a 1-800 number.

I did. I was then told that was the wrong number, to hang up and dial a 1-888 number.

I did. After an hour on the phone being patronized and reprimanded by a very unpleasant and unhelpful customer service representative I was told repeatedly that I could not receive a refund for my device.

I asked repeatedly to speak to a supervisor.

I was told the supervisor didn't take calls, wasn't available, was busy, and finally that they had to be "convinced" to talk to a customer.

After 20 more minutes on hold, the customer service agent told me the supervisor was still busy and asked that I leave my number.

I agreed, but asked to specifically be called back tonight since tomorrow is Thanksgiving. She said she would tell him it had to be tonight.

I waited 4 more hours since my call and still nothing from the "supervisor."

I sent another email to customer service before going to bed. I have heard nothing.Desired Settlement: I would like a full refund of $164.00 for the device and the month of service. The device never worked. I tried repeatedly to communicate the issue to customer service and nothing was done. You can't refuse to provide a refund for a product and service that never worked, especially when the problem was reported on three occasions.

Business

Response:

Good Day, I again express my sincere apologies to Mrs. [redacted] for her mutually undesired experiences. Having had the opportunity to recently readdress this matter with her via email (see attached), I now confidently advise all concerned parties that we're collaborating on an amicable resolution which I expect to be realized in the weeks to come. That said and unless we're otherwise advised by Mrs. [redacted], I will proceed to consider this case/complaint to be adequately resolved and will nevertheless continue to work with Mrs. [redacted] directly.

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. I did receive an email from the company and am now working with them directly to resolve the issue.

Review: Earlier today I called in [redacted] wireless customer service in regards to my internet not working. I was informed by [redacted] the first customer service agent that since I reached a maximum amount of data they have suspended my service. I asked why would it be suspended if I have unlimited data. He kept on stating that my service is unlimited but it has been restricted. When I called back I spoke with agent [redacted] id #[redacted] who was very rude. I asked to speak with a manager and he told me that this call doesn’t need a manager. He kept stating that I could have my phone restricted for data usage if I use my phone as a hotspot or download over the amount that they allow. I stated I have never used my phone as a hotspot nor have I downloaded excessively. If I have unlimited data I should be able to watch movies on my phone. He told me that those were just examples and to refer to the terms and conditions on the website. I asked for him to tell me what the cap amount is and he told me he didn’t know the amount. He kept saying for me to check my phone and see how much data I have used. I then looked up the corporate number which led me to Locus Communications; however it always goes to a voicemail. The I called the customer service number listed on their website which led me back to[redacted] wireless customer service in which I spoke to [redacted] id #[redacted]. She walked me through the section in which it discusses about unlimited data usage and what will cause your internet to be suspended. Apparently she said I can only use it for internet not to watch movies on my phone. No where does it state the amount of time you can use the data usage. All it states is its unlimited and they advertise that as a benefit when you sign up. No one ever told me that I can’t use a phone that has capability to do more than just check email or [redacted] something. For that I wouldn’t buy a plan for unlimited data nor sign up for this company.Desired Settlement: For my internet to work for the remainder of my service contract October 14th 2014. After that they won't have to worry about me and providing service since I do not want to continue to be a customer to this business

Business

Response:

I thank Mrs.[redacted] for bringing this matter to my attention and extend my sincere apologies for any confusion, misunderstanding and or inconvenience inadvertently experienced. I humbly assure her that we remain committed to her satisfaction despite what said experience(s) may have incorrectly led her to believe. In conjunction with said commitment, I respectfully reiterate that while our relevant prepaid wireless service does boast unlimited data, said service-corresponding feature may not be abused. For the purpose of elaborating on what (more or less) constitutes “abuse”, I refer Mrs. [redacted] to [redacted] . Furthermore, I note that the underlying carrier whose network our herein-discussed prepaid service operates on monitors our subscriber activity for anything that they deem to be “abusive”, which accounts for why our staff was regrettably unable to concisely pinpoint what/which individual “activity” or series of “activities” led to the mutually undesired outcome that led to this complaint. That said and in an effort to proceed in a manner more consistent with our aforementioned commitment, and as to afford more time for Mrs. [redacted] to consider her vast options, I’ve taken the liberty of granting her number one extra [complimentary] month of service with full [feature] privileges, emphasizing that her “activity” remains subject to the parent carriers scrutiny, whereby I simply ask that she be more wary of her data usage, i.e. any prolonged periods of broadband usage, content streaming, etc. Note: The new expiration date is 11/14/14. I most certainly hope that Mrs. [redacted] finds my handling of her matter to be to her satisfaction and wish her all the best regardless of whatever service provider she ultimately decides to patronize.Sincerely,[redacted], Sr. ManagerCustomer Relations Operations

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, [redacted]

Review: I purchased the new [redacted] through your website a little over a week ago. I have been a [redacted] customer for over a year now without any issues or complaints whatsoever. I was very happy with my original [redacted] and ONLY purchased a new one because my [redacted] is going to be obsolete after this month. Before purchasing the new [redacted], I contacted customer service to ask questions about the new equipment/plan. I was told that the new $50/month plan is identical to the old $50/month plan. I was specifically told that there would be no change at all, except the equipment, the new [redacted] unit itself. I purchased the new [redacted] because I believed what customer service told me. I paid exactly $100 for the [redacted] and $50 for ONE MONTH of service, the same service that I have used and been happy with for over a year. I activated the [redacted] when I received it. It has not worked properly since I received it. I have been unable to download anything at all, my applications will not run at all and the connection never worked properly. I called customer service and was told I would have to take the device to one of their stores personally to have it repaired. I explained that I am permanently/totally disabled & am unable to take it in. I asked for a refund but they refused. Then I was finally able to connect today but I received a message stating I had used all my data. I am so upset because I have been unable to use the $150 piece of equipment since I got it. Because of my disability, I am homebound. I rely on internet as my link to the outside world. I carefully questioned the agent before purchasing this equipment. Now I am completely without internet and my $150 that I can in no way afford to lose. I am now out of touch with everything and everyone through no fault of my own. I called again only to be told that they would absolutely not give me a refund. The agent was cold and heartless. I would have chose another company if I had been told the plan was changing. I desperately need a refund.Desired Settlement: I am respectfully requesting a full refund of $150. I honestly did nothing wrong. I was repeatedly assured by the agent that the plan would be the exact same plan I was on previously. I was not informed the box is from a new carrier with a new plan. I feel deceived. The equipment has never worked properly and I've only had it fot a week. I had to borrow the $100 to purchase the bew box when I did not want or need a new box. & I live on a social security disability income only. I completely rely on the internet because of my severe disability and I am homebound. Please have a heart and fully my money so that I can get my life back.

Business

Response:

[redacted]ID# [redacted] ([redacted])We thank Mr. [redacted] for allowing us review this matter and extend our apologies for any inconveniences this issue might be causing him. I reassure him that Locus Telecommunications ([redacted]) remains committed to customer satisfaction.Our records indicated that [redacted] device with account number [redacted] was purchased directly from Locus Telecommunications. the [redacted] device is currently active I personally contacted him via phone call, he explained the device is not working properly and wish to receive a refund. Mr. [redacted] agreed to send the device and SIM card back to us and once we receive the device, we will issue a full refund to his credit card for the total amount purchased $150.00 The above being said and unless we hear otherwise, we respectfully consider matter closed.Regards,[redacted]Compliance CoordinatorLocus Telecommunications, Inc.

Review: I’ve contacted customer service on numerous occasions and have been unable to resolve my issue of a refund request of $280.00.

On 4/22/14 I ordered an iPhone, SIM Starter Kit and a pay as you go plan OXG-100 order number [redacted] for a total cost of $280.00. The phone did not work. On 5/9 after speaking to customer service I returned the phone for exchange which was received by H2O on 5/15. On 5/20 I received a new phone which still did not work. Again, after speaking to customer service I returned the phone for refund on 5/30 which was received by H2O on 6/5.

•6/29 I called to obtain a status and spoke to [redacted] who requested a status and stated someone would call me back.

•7/18 I called and spoke to an agent who escalated the issue and stated someone would call me back in 24 hours.

•7/29 I called and spoke to [redacted] who sent a request to the “refund department”. He placed me on hold and after 15 minutes the line disconnected. I called right back and spoke to Ivan who sent a request to “billing” and stated someone would call me back “tomorrow”.

•8/5 I called and asked to speak with a supervisor. I spoke to [redacted] who again had to escalate the issue and stated he would call me back in 1 hour. [redacted] did call back (first time someone called back) and stated he is still waiting for a response.

•8/7 I called and again escalated my call to [redacted]. He stated he was still waiting for a response. We discussed specific items to be refunded. We discussed that he would follow up on my request and contact me with an update.

•8/12 I called and spoke to [redacted] ext [redacted] who informed me [redacted] was not on duty. I again explained the entire situation. She told me to call “shipping” at ###-###-#### before 5:00 ET.

•8/21 I called “shipping” and the number is invalid.

•8/22 I called and spoke to [redacted] requesting to speak with [redacted]. She stated that [redacted] was assisting another customer and that he would contact me that day.Desired Settlement: I would like a full refund of $280.00.

Business

Response:

We thank our valued customer for allowing us to readdress his individual matter and re-extend our apologies for any inadvertent delays and or misunderstanding. We reassure him that we remain committed to his satisfaction. That said, we now advise that two refunds totalling $270 (i.e. $170 & $100) were issued yesterday, meaning that he should observe those refunds on his banks end within 3-7 business days from yesterday, though actual processing times may vary by financial institution.

Elaborating on such, the $10 difference represents the shipping & handling costs that are non-refundable, as stated within our website and or the original packaging documentation he received within his original order.

Having taken such actions and though this effectively concludes our end of the invidual scenario, we respectfully note that as equally stated within our e-commerce site "airtime", meaning the $100 Pay As You Go Minute Plan airtime card is traditionally [also] non-refundable if and when it's been used/redeemed, as was the case with Mr. [redacted]. We neverthless opted to also provide him with a refund for said $100 (as part of the combined $270) in light of the additional patience that he's dipslayed while awaiting our slightly delayed refund issuance. Note: Refunds are typically processed within 4-7 weeks.

The above said, we now proceed to consider this matter closed and thank Mr. [redacted] for having considered our prepaid services and remind him that we remain at his eager disposal if we may be of service in the future.

Consumer

Response:

I am rejecting this response because:

I have reviewed the response made by the business in reference to complaint ID [redacted], While I accept the refund of $170.00. I feel H2O should provide a full refund including the $10 shipping. I spent more than 5 hours over several weeks trying to resolve this, be it on the phone or spending time returning the defective equipment. In regards with returning the equipment I spend additional money purchasing packing material to ensure a safe delivery which I am not attempting to be refunded for.