Locus Telecommunications, Inc.

Review: [redacted] wireless advertizes a wireless hotspot as unlimited for $50.00 per mo. almost two weeks before my bill was due (10/8/2014 bill is due on 10/21/2014) they completely deactivated my account because I used their internet too much. When I asked for a definition of what was too much ie; # of gigs in a month that I could use before I was cut off again they refused to give me the information and said that it was in their "new" t.o.s. (which I was not even notified had changed) and I could find it online. I explained that I could not get online because they had deactivated my service and I would like them to tell me the information and they still refused saying I could find it online.Desired Settlement: A full refund of the purchase price of the hardware and a pro rated refund of the service time I paid for but did not receive

Business

Response:

We thank Mr. [redacted] for allowing us to re-address his individual concern and extend our heartfelt apologies for any confusion, frustration and or delay(s) inadvertently experienced. I assure him that we remain committed to her satisfaction. In conjunction with said commitment, I’ve taken the liberty of reinstating his [redacted] service and providing it with one month of complimentary service. The new/current expiration date of service is 11/22/14. . I simply ask that he reboot his [redacted] device, so that it may recognize the changes and establish a new connection to the underlying carrier network. Additionally and because we unfortunately cannot accept returns on items purchased by way of a 3rd party, nor on merchandise purchased from us beyond the most recent 14-day period, I’ve also proceeded to refund Mr.[redacted] most recent online $50 replenishment as processed on 09/17/14. Said refund should be apparent on Mr.[redacted] card/account ending in [redacted] within 3-7 business days although actual processing times may vary by financial institution. That being said and in an attempt to clarify the “using it too much” reference, I respectfully refer Mr. [redacted] to the area within our online TERMS & CONDITIONS\Authorized Use Policy as found at [redacted] wherein the below is located: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable use. [redacted] unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore considered unreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. [redacted] unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.g. downloading files). While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibited. Our data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either 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. In conclusion, anyone deemed to partake in activity that falls under the aforementioned scenarios (i.e. violating our service T&C’s/policy) by the relevant service-corresponding underlying carrier [who monitors the network] will unfortunately be subject to immediate interruption in service, with or without notice. Note: It unfortunately appears that Mr. [redacted]t pre-deactivation activity was deemed as such by the underlying carrier, thus resulting in the mutually undesired experience now being discussed. In light of such and now that Mr. [redacted] service has been reinstated (by me) I respectfully implore Mr. [redacted] to be more wary of his use and or of that of any family member/guest that may simultaneously relying on his [redacted] 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 underlying carrier 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. All in all, I sincerely hope that Mr. [redacted] finds my overall efforts to be more consistent with our originally referenced commitment and remind him that our “Live” support staff remain at his eager disposal by way of our ###-###-#### toll-free customer support number if we may be of any assistance in the future, as we’ll proceed to consider this individual matter to be effectively closed. Regards, [redacted] Sr. Manager Customer Relations Operations

Review: This is the second time this business has charged me twice on my debit card. I called the automated system to purchase a pin. I was then transferred after entering my CC#. I was told my account needed to be activated then I would have to be transferred to the automated system agaain to submit my payment. Having had a problem in the past with being charged twice I explained that I did not want to be charged twice. I was assured that the payment did not go through and I had to do it again to have service. Not feeling confident that my card was not charged, there was a pending transaction for $50, I called my bank to make sure. [redacted] told the merchant,[redacted], had not authorized the payment. The pending transaction was to be gone by the end of the day. Later that day it had been removed from my account. So I proceeded to submit my CC# again to purchas a pin. As of today, Sunday October 18, I woke up to find that my account was charged twice for a total of $100 or two payments of $50. I am now negative $42.61.

I also asked that I speak with a supervisor since the representative does not have authority to assist me and I am constantly told they are never available. I was told he can submit a request to the billing department and they would call me. I have yet to hear back from anybody. This is exactly what happened last time and the only response I get is when I file these complaints.Desired Settlement: I want a refund of the second charge for $50 and if not done in a timely matter I will need to be refunded for an ISF charge since my account is now negative.

Business

Response:

We thank Mrs. [redacted] for allowing us to readdress her individual matter and extend our sincere apologies that she once again exhausted such efforts. I reassure her that we remain at her disposal and committed to her satisfaction. That being said and having reviewed all internally associated records, I advise that both $50 charges from 10/16/14 have now been reversed, meaning that Mrs. [redacted] should see a $100 credit on her banks end (from [redacted] dba[redacted]) within the next 3-7 business days, though actual processing times may vary by financial institution. *Note: Such should cover the extra charge, the referenced ISF fee (if applicable) and or serve as an “extra” refund (if no ISF is imposed) as a good-faith gesture by us. With regards to the variable that led to such, all records suggest that her [redacted] service/device was under an “inactive” status when the recharge transpired, thus not allowing the backend system to replenish it, although a payment was in fact collected. It subsequently appears that Mrs. [redacted] made an identical payment later that day, presumably suspecting that she was not charged the 1st time around. In light of such and in the interest of prevent the same from recurring going forward, I implore Mrs. [redacted] to, either: (a) check her [redacted] service to ensure that it’s up and running, i.e. ACTIVE prior to making any payments, or (b) process her payment by way of a “Live” support staff member between the hours of 9am-12am ET or via our [redacted] site to avoid making two unnecessary payments, as both will check the status of her [redacted] service before processing anything against her card. In the end, I again thank Mrs.[redacted] for her time and business and remain at her disposal if I/we may be of any additional assistance. Regards, [redacted] Sr. Manager Customer Relations Operations [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: H20 has a family plan. However to make a family plan payment you cannot simply leave a credit card on file or process a payment online. You have to call in at the end of the month and then be told they will call you back at their convenience to process the payment. We have 3 lines we established at the same time and should all have the same 30 day billing cycle. However this month H20 despite having received full payment last month terminated 2 lines early and the primary line is still active. Of considerable frustration is I have called 7 times to make a payment and resolve the situation and each time despite being on the phone for 20 minutes or more ... I still have not received a return call to either make next month's payments nor have they turned on the existing lines after acknowledging their mistake. The service is past horrible. It should be criminal. To turn off phones arbitrarily and have such a poor payment process leaving customer to call and call again without a solution is insane. Call the corporate number of Lotus and you get a voicemail. Email and you get no response. I am going to forward a copy of my complaint to the attorney general and FCC who should do something about these practices. I wasted Sunday and 1/2 of today and I still only have 1 of 3 lines active despite having paid the bill for March in February.Desired Settlement: I want a phone call back so I can PAY MY BILL. I want an apology for the hours I have wasted talking to customer service and waiting. I want a credit for prematurely cancelling 2 of the 3 lines and I want an apology. Signed with a minimum of acknowledgement that the system broke and they should have resolved it at the first contact. Finally, I want them to develop a better payment system than .... you call us ... we call you back, at our convenience.

Consumer

Response:

H20 has a family plan. However to make a family plan payment you cannot simply leave a credit card on file or process a payment online. You have to call in at the end of the month and then be told they will call you back at their convenience to process the payment. Yes I was shocked too.

We have 3 lines we established at the same time and should all have the same 30 day billing cycle. However this month H20 despite having received full payment last month terminated 2 lines early and the primary line is still active. Of considerable frustration is I have called 7 times to make a payment and resolve the situation and each time despite being on the phone for 20 minutes or more ... I still have not received a return call to either make next month's payments nor have they turned on the existing lines after acknowledging their mistake. The service is horrible. To turn off phones and have such a poor payment process leaving customer to call and call again without a solution is insane. Call the corporate number of Lotus and you get a voicemail. Email and you get no response. I wasted Sunday and ALL of Monday from 9am to 11pm trying to pre-PAY my next months bill and get my remaining lines reactivated despite having fully paid the bill for March in February.

Update - Wireless H20 corrected the error and turned back on the existing lines. No offer was made in consideration of losing coverage. I again tried three more times to pay my family bill without success. That totals 10 times and many wasted hours. At this point just having a poor procedure is not addressable by the Revdex.com. I will simply find another wireless company that does not require such a ridiculous procedure to make a simple payment.

Business

Response:

We thank Mr. [redacted] for bringing this matter to our attention and extend our sincere apologies for any prior inadvertent delays or confusion experienced. We assure him that such is not indicative of the norm.

In conjunction with such and having internatly investigated such, I've learned that this matter was previously resolved by way of our Customer Relations Management Staff and no additional actions are warranted.

In light of such, we close by assuring all concerned parties that we'll share Mr. [redacted]s feedback with all internally concerned parties in an effort to prevent future delays from occuring.

Review: This company is very unprofessional .I ordered a wifi bolt device from this company solely because they are changing networks and my old previous devices no longer work on this companies "NEW"network. I made this order 10/6/2015 ( order# [redacted] ) the order was sent out but sent to a incorrect address,therefore fedex was not able to deliver the package neither was I able to pick up this package with proper ID.According to fedex this was the senders request. Fedex informed me that they will have to send the package back if the sender does not contact them and confirm the correct address. I reached out to this company several times via email,and phone requesting a address correction be made for delivery. I was assured both times by the customer service reps that they would update fedex with the correct address. That.That never happened ,and the package was returned to the sender ,and was delivered on 10/21/15 signed for by C.Torres. I had to contact fedex to retrieve this info. that evening I had contacted this company a.k.a H20 Bolt and again a customer service rep. assured me that they will be re sending the device ,but to the correct address,which was another lie. now today I receive a email stating that I will be receiving a refund which will take six weeks. at this point I find that to be a huge inconvenience.I CANNOT WAIT ANOTHER SIX WEEKS FOR MY MONEY OR INTERNET SERVICE I WOULD PREFER TO BE SENT A DEVICE TO THE CORRECT ADDRESS WITH EXPRESS SHIPPING WHICH I HAVE ALREADY PAID FOR DUE TO THE URGENCY OF NEEDING INTERNET SERVICE.Desired Settlement: I WOULD PREFFER TO BE SENT A DEVICE TO THE CORRECT ADDRESS WITH EXPRESS SHIPPING WHICH I HAVE ALREADY PAID FOR DUE TO THE URGENCY OF NEEDING INTERNET SERVICE. I CANNOT WAIT ANOTHER SIX WEEKS FOR MY MONEY OR INTERNET SERVICE. I WOULD LIKE TO HAVE DELIVERY OF MY ORDER.

Business

Response:

November

23, 2015[redacted]

[redacted]First we would like to extend our

sincere apologies for any inconveniences [redacted] might have experienced while

trying to use our product. I reassure her that Locus Telecommunications (H2O

Wireless) remains committed to customer’s satisfaction. Our records indicate

that the bolt device that [redacted] ordered from us was mailed to the wrong address

due to a numeric address error. I contacted

[redacted] to make arrangements to place a new order for the bolt device;

however I explained to her that her credit card will have to be charge again to

add air time to the device in order to be active. [redacted] said she would call me back to make

sure her credit card had enough funds to cover for the airtime charge. I waited several days; unfortunately she did

not call me back.We are looking forward to make

business with [redacted], until then, we would respectfully consider this matter

closed.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications, Inc.

Review: I purchased a SIM card online from H20 Wireless the end of July 2014. It arrived in the mail 2 weeks later, but unfortunately was the wrong size.I contacted support through live chat and was told to return the SIM card with all the paperwork to the returns office in NJ. Which I did the very next day. I was told it would take several weeks to process an exchange. 4 weeks later, I had still not got the correct SIM card back. I then contacted live chat support again. The person I spoke to said that they would order another SIM card that day and have it sent out immediately. I never received a confirmation email and 2 weeks later I didn't receive the new SIM card. Once again I contacted live chat support, this time the reps said they shouldn't have exchanged the SIM they should have just refunded my money. And that she would order a refund that day. Again I never received the claimed email confirmation and 2 weeks later still no refund. I contacted live chat yet again, once again explaining this whole story and requesting either a refund or the exchange of the correct SIM card. This was around the Oct. 10th, 2014. I was told that within 24hours a manager would call me to resolve this problem. Need I say... I never got a phone call or email. And still no SIM card or refund.Desired Settlement: At this point I just want a refund, I don't want to wait any longer for the exchange. It is really to bad that support is this horrible, because I have been a very happy customer for over 3 years!

Business

Response:

We thank Mrs. [redacted] for allowing us to readdress her individual concern(s) and extend our genuine apologies for any highly unusual delay(s) and or inconvenience(s) inadvertently experienced. I assure her that we remain committed to her satisfaction. In conjunction with said commitment and having now reviewed all internally associated records, I advise her of the following: 1) Her replacement SIM has already been mailed out and is on its way to her, if it hasn’t been received already. Whereby, her relevant order cannot be reversed at this time. 2) I’ve therefore taken the alternate liberty of refunding Mrs. [redacted] most recent online ($30) airtime recharge on the same debit/credit card ending in 7274. Said refund should be available to her within 3-7 business days, though actual processing times may vary by financial institution. 3) Our aforementioned refund does not affect the replacement SIM in any way and Mrs. [redacted] may continue to use it as originally intended, upon receiving it. Instead, the $30 refund is our way of saying "sorry [for our prior short-comings]” and “thanks [for her patience and understanding]”. Note: The prior, highly unusual delays appear to have been inadvertently caused by our East Cost fulfillment center/warehouse’s relocation during the late summer/early fall time-period. In the end, we value Mrs.[redacted] business and thus, hope that she deems our response(s) and action(s) to be to her satisfaction, as we otherwise remain at her eager disposal.Sincere Regards, [redacted], Sr. Manager Customer Relations Operations

Review: WE PAID FOR SERVICES FOR MY HUSBANDS CELL PHONE AND THEY DIDNT GIVE US OUR SERVICE. WE WENT TO THE PLACE WE PURCHASED IT AND THEY SAID THAT IT WAS TOO LATE TO DO ANYTHING ABOUT IT! IT HAD ONLY BEEN 3 DAYS! WE TOLD THEM THE REASON WE COULDNT COME BY WAS BECAUSE MY MOTHER DIED THAT DAY! THEY SAID NOT THEIR PROBLEM AND THEY DONT CARE!

I HAVE ALREADY FILED A COMPLAINT ON THE CELL PHONE STORE. BUT THEY TOOK OUT $110.00 AND ONLY APPLIED $60.00

THIS IS LUDICROUS! MY MOTHER DIED!!! WE HAD A FUNERAL TO PLAN AND WE WERE ALL DEVASTATED!Desired Settlement: MONEY BACK AND ACKNOWLEDGEMENT THAT THEY DONE US WRONG

Business

Response:

Revdex.comRE: Complaint ID# [redacted] (Mrs. [redacted]) In accordance with and in response to the above-referenced matter, we thank Mrs. [redacted] for allowing us to review this matter. We contact her via email and reassure her that Locus Telecommunications, Inc. remains committed to ethical business practices and customer satisfaction alike. That being said and having reviewed our internal records for mobile number ###-###-#### it shows as currently active under our service.In regards of Mrs. [redacted] purchase, it appears that she obtained our products from a local retail store. Since her complaint and alleged experience(s) involves athird party business entity and not Locus Telecommunication. Normally we will ask the customer to contact the third party and follow their return/exchange policy. However, we are making and exception in this particular case due to the circumstances. We have extended Mrs. [redacted] account’s expiration date for one month to compensate her expenses that being April 29, 2015.Our sincere apologies for any inconvenience during such a delicate and sensitive time form Mrs. [redacted].Respectuly,[redacted]Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc.

Review: H2o wireless company is a prepaid cellular company which gives costumers the option to transfer their current phone number. I submitted a request to transfer my current phone number to my surprise they were unable to do so. they had me going back and forth from my current service provider to them. Their holding time is unacceptable. Because I don't have unlimited minutes I sent them emails which they never responded to. The last time I called them, I asked one of the representatives [redacted]) to transfer my call to her supervisor, she refused!

I feel very disappointed about H2o wireless company, they should not be in business after treading potential costumers the way they did to me. I felt very impotent and unsupported as no one tried to help me.

Review: On October 5 2014 a SIM card and phone service card was ordered with a 5 day delivery stated on the web site. Today is 10/15/14 and I have not received the merchandise. Yesterday I was told by customer service that they would look into the issue and call me back in 2 to 24 hours. No call was made. Today customer service told me after 45 minutes of hold time that they would need 5 to 7 days to look into it and perhaps another 5 to 7 days for delivery. The order must have been received somehow as my credit card was billed.Desired Settlement: A prompt delivery of the merchandise would be the best solution of this issue. A phone call from someone of authority that speaks American English would be welcomed, so things could be worked out. I am not hard to get along with I just want to get what I paid for. Perhaps an email would help. I tried that several ways but [redacted] is an invalid email. Your name implies that you are a telecommunications company so there must be a way for us to communicate.

Business

Response:

We thank Mr. [redacted] for allowing us to re-address his concerns and extend our heartfelt apologies for his mutually undesired experience. I humbly reassure him that we remain committed to his satisfaction. In conjunction with said commitment and having reviewed all internally associated records, I happily confirm that [redacted] delivered his merchandise yesterday (tracking no. [redacted]). As such doesn’t change the fact that his order was unusually delayed, I’ve since proceeded to refund the $10 shipping fees on Mr. [redacted] online order-corresponding debit/credit card ending in [redacted]. Said refund should be available to him within 3-7 business days, though actual processing times may vary by financial institution. That said, I confidently advise that Mr. [redacted] mutually unfortunate experience does not represent the norm, as it was the regrettable result of: (a) a slight back-log of online order processing at our fulfillment center, resulting from their relocation from Englewood, NJ to Carlstadt, NJ shortly before Mr. [redacted] placed his online order, and (b) a prior delay in manually verify his shipping address by way of [redacted] online tools/resources. Elaborating on such I note that with the security and protection of our valued customers in mind, we put forth exhaustive efforts to validate shipping addresses before allowing online orders to be fulfilled. In the end, all herein discussed [redacted] merchandise has now been delivered and any and all steps have since been taken to prevent the same from recurring going forward. Whereby, we’ll understandably proceed to consider this matter to be effectively closed unless we hear otherwise. Note: If Mr. [redacted] continues to demand a full-refund (i.e. the “remaining funds”) I ask that he kindly retrieve and complete our current RETURN & EXCHANGE FORM (as found at [redacted] ) and return such completed form along with his unused/unredeemed [redacted] GSM items to our fulfillment center via their new mailing address stipulated within said form, at his earliest convenience. As I otherwise thank him for his time, understanding and business. Sincere Regards, [redacted], Sr. Manager Customer 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. Many thanks to the Revdex.com without them this problem might not have ever been resolved.

Regards,

Review: I sent this complaint to H2O via email and explained it to a representative over the phone:

"Last month I purchased two SIM cards and two $30 refill cards to bring our family's two cell phones over to H20. After activating each phone, and spending over an hour on the phone with an H2O representative each time, I was unable to send or receive any text messages on one of the phones; on the other phone I could only send and receive text messages about half of the time (my phone was within service range all of the time and this didn't affect my ability to text). I am requesting that my order to H2O be refunded in full since I was unable to use my phone correctly as a result of using H2O, although I paid full price for service for a month. I even had to switch to a different carrier because my phones were not usable, and H2O representatives were not able to tell me how to get proper service. I know that the problem was not with my phones because they were working fine both before and after using H2O. Even changing my APN settings didn't help. My order information is: [Order information included] Please notify by email or phone (voicemail ok). Thank you, [My name]"

(end email)

Two employees including a supervisor refused to make the refund because I am no longer using their service, but I had to switch to another carrier for my phones to work! I know that it is possible for them to issue a refund because I ordered all of the products online and they have my card information on file, and should have record of the calls that I made to work with them to try to get my service to work. I was not able to have full service at ANY time before I had to change service, and therefor paid for a product that didn't work.Desired Settlement: To be refunded $84.98, which was the order total for two SIM cards and two $30 refill cards. This was the subtotal of the order and did not include shipping or tax.

Business

Response:

In accordance with and in response to the above-referenced matter, we thank Mrs. Webster for allowing us to review this issue. I reassure her that we remain committed to customer satisfaction.Our records indicate that [redacted] is no longer under any Locus Telecommunications services; however it appeared in our system’s history. they further show that the mobile number was enjoying all plan-corresponding features as promise and advertised. Locus Telecommunications (H2O Wireless) carries basic cell phone features like Text messaging as well as MMS. A credit card purchase of $99.98 on 6/4/2015. Since the number is no longer under our service it will be difficult to address any problems. We have process a full refund; please allow 3 to 7 days for the credit to reflect in your account depending on your credit card financial entity. The above being said, we respectfully consider this matter closed.

Review: This company (AKA H2O Wireless) performed unauthorized transfer on an above mentioned phone number from T-Mobile on 5/07/15. As a result of this action a new credit card was opened activated and charged about $5000.00 , also an existing account was charged $7850.00. Both charges were made at Apple store the same day.Desired Settlement: Provide all documentation on how this happened , find out who authorized the transfer and who performed this transfer.

Business

Response:

In accordance with and in response to the above-referenced matter, we thank Mr. [redacted] for allowing us to review this issue. We reassure him that Locus Telecommunications (H2O Wireless) remains committed to our customer’s satisfaction. Our records indicate that we received a port in request for MDN ###-###-#### on 5/7/2015. All required information submitted for a port in request was offered to us by the requesting part. Follow port in guidelines. After we received notice from Mr. [redacted], we took immediate steps to porting number to his original service provider. We have since resolved this matter by successfully porting back his MDN to T-Mobile as he requested. With no additional actions to take, we’ll proceed to consider this matter effectively resolve and closed.

Review: [redacted] is a consumer wireless services provider. The promote a 10% monthly discount when you set up automatic monthly billing. After the first month of the discount is no longer applied. The customer "service" structure that is in place does not allow you to talk to the billing department to settle billing disputes. The customer service representatives can do no more than tell you that the billing department will call you back in 15-20 minutes. I made weekly inquiries/request over a 4 week period and was repeatedly told the only thing they could do was to have the billing department call me back. I never received a call back and all I get from customer service is "I understand" or "I"m sorry" but never any resolution of the problem.Desired Settlement: I just want to be refunded the overage I was charged repeatedly. I want to warn others of the deceptive practices and the lack of "customer service".

Business

Response:

We thank our valued customer for bringing his matter to our attention and re-extend our sincere apologies for any inadvertent confusion experienced. I reassure him that we remain committed to his satisfaction. In conjunction with such, I advise that the temporary autorecharge (ARC) promotion he references started in mid-February of this year (see: [redacted] ). That said and as his particular [redacted] Wireless GSM prepaid mobile number was enrolled in our ARC program prior to such date it's unfortunately ineligible for said promotion. Note: Any 10% ARC discount he's since enjoyed were the result of manual intervention by our staff in an effort to satisfy his individual, intermittent requests.That be clarified and in an effort to close this individual matter in a manner more consistent with our aforementioned commitment, we've since reversed one of his online $50 recharges to go above and beyond what Mr.[redacted] sought recognizing that he's simply not eligible for the herein-discussed ARC temporary promotion. Said refund (issued on a debit/credit card ending in[redacted]) should appear within his bank account in approximately 3-7 business days.We hope that Mr.[redacted] finds this to be to his satisfaction and otherwise remain at his eager disposal by way of our ###-###-#### toll-free phone number.Regards,[redacted] Sr. Manager of Customer Relations Operations

Review: [redacted] internet service advertises unlimited data usage. As a college student and mother of four kids in school I need an unlimited internet to satisfy our needs . Every month our internet gets disconected before our monthly bill is due. [redacted] claims I have exceeded the "unlimited" internet because in their terms and cond they state that they can terminate your service for unreasonable usage. They do this every month to us with out giving proper explanation. Please stop this company from advertising unlimited because they are not. They don't provide explanations as to why and we have a right to be informed. I called and politely asked for their names and managers and even called corporate and no manager came to help. I feel cheated and abused by this company. I want a refund of the money I paid for their internet modem and activation fee. This is a bait and switch company look them up. Please help honest consumers not get mislead by shady companies like[redacted] internet. Nobody in this company is being help accountable not even managers can talk to is over the phone. FYI I was in the middle of writing a college paper when my services were disconnected. Please keep in mind this is a month to month service and I paid my bill in full August 18 and my services were disconnected September 9th instead of the 18. Thank youDesired Settlement: I want this company to stop advertising unlimited internet and refund the money we paid for the internet modem and activation fee. We only contracted them on the belief that our internet was unlimited. I understand there are terms and conditions but when I called they they were not willing to provide and explanation and demanded more money from me.

Business

Response:

In response to the above referenced matter, we re- extend our sincere apologies to Mrs. [redacted] for any inadvertent confusion, misunderstanding or inconvenience that she previously experienced and reassure her that we remain committed to her satisfaction. In conjunction with such commitment and in effort to effectively resolve or clarify any lingering confusion, I respectfully reiterate the following to her: 1. Our [redacted] prepaid service is governed by TERMS & CONDITIONS which includes unlimited plan abuse as found at [redacted] 2. As per the underlying carrier of said service, the relevant [redacted] device (aka [redacted]) breached said TERMS whereby the service under such device was suspended on or about 09/08/14. I apologize if this wasn’t concisely explained to Mrs. [redacted] during her prior conversations with our support staff and note that the specific "infraction" was not provided by said underlying carrier. The above summarized being said and in an effort to proceed in a manner more consistent with our aforementioned commitment, I’ve taken the liberty of reinstating the service under Mrs. [redacted] individual [redacted] device and have granted it a complimentary month of service, i.e. new expiration date is 10/12/14. I now simply ask that Mrs. [redacted] to kindly power cycle the device (i.e. power it off and then back on) in order for it to accept the changes and re-establish a connection to the local network and begin utilizing her complimentary month of [redacted] prepaid service.I’m also willing to refund her most recent recharge/replenishment (aka month plan) payment if she'd be willng to get in touch with me directly to see such through. However, I unfortunately cannot accmodate the full refund she seeks, as our service has been used and the 14-day money back guarantee (for items purchased directly through us) has long since elapsed. Whereby, if she continues to require such, I'd respectfully suggest that she consult the original place of purchase (if applicable).I close by imploring Mrs. [redacted] to consult our “Live” support staff at ###-###-#### if she should require any additional assistance and recommend that she be more wary of her usage, as to avoid any future, mutually undesired interruption in service. Note: She may again refer to the aforementioned source to better understand what "activity" is considered "abusive", "prohibited" and or unauthorized. We will now consider this matter closed unless we’re advised otherwise.Regards,[redacted] Sr. Manager | Compliance & RegulatoryRisk Management Department[redacted]

Review: I ordered a one-year, pay as you go plan for my father on January 4th. This was ordered from the [redacted] subsidiary of this company. The order number is [redacted].

When we tried to activate the plan, the PIN would not work due to having expired. I called Locus about the issue, intending to ask for a working PIN, and they told me to contact [redacted], which I did. However, there is only an email address in the way of contact information, and I have yet to receive any replies of any sort.Desired Settlement: My order total was $119.99 and I am seeking a full refund due to nondelivery of service and a complete lack of customer service.

If the company does not fulfill this by March 19th, I will ask my bank for a solution.

Business

Response:

In response to this matter and having briefly spoken with Mr. [redacted] over the telephone moments ago, I again extend my sincere apologies for any mutually undesireable experiences and reassure Mr.[redacted] (and his father by extension) that we remain committed to customer satisfaction. In conjunction with such commitment and in accordance with Mr.[redacted] wishes expressed within his complaint as reiterated during our conversation his online purchase will be reversed within the next 24 business hours. Subsequently, Mr. [redacted] will observe a credit in the order equivalent amount within 3-5 business days, though actual processing times may vary by financial institution.

We close by thanking Mr.[redacted] for having considered our services and hope to be of service to him in the future.

Regards,

Compliance & Regulatory

Risk Management Department

Review: I Was told In order to receive service that I had already received prior to that I would have to jail break my phone which is obscured and preposterous and when I asked for a corporate number or a supervisor I was denied the advertisement was for full service no place in the advertisement did it say jailbreak a phone and to top everything off I was never given credit or reimbursement for never receiving the service I paid for and hung up on.Desired Settlement: I want the two months of paid service I never received back

Business

Response:

We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any prior, inadvertent confusion experienced. We assure her that despite what such may have temporarily led her to believe we remain committed to her satisfaction.

In an effort to proceed in a manner consistent with such commitment, we ask that our valued customer kindly elaborate on her individual complaint, concern or experience as otherwise I've not uncovered any records that suggest any errors, interuptions in service or comparable regarding [redacted] prepaid mobile number ###-###-#### which I presume is the relevant number.

Elaborating on my own comment, I respectfully note that said records indicate that such number has enjoyed voice, text and data in recent months; with no obvious discrepancies.

All in all, I remain eager to hear from Mrs. [redacted] in hopes of effectively readdressing and or clarifying any lingering confusion.

Regards,

Sr. Manager, Compliance & Regulatory

Review: I am using h2o wireless service, I have made payment also until august 28th, and company cancelled my cell no which is I am using last 5 year and they are saying now how that thing happen we don’t know so we cant no do anything. my daughter has been hospitalized last 2 month and I need my no back. I cant make any phone calls and not receiving any phone calls . I am stuck now. I talked to them 5 times but they are not responsible people and saying all the time different reason.

and I want my no back so I can go different service, I don’t want their service any more.Desired Settlement: I want my no back.

Business

Response:

We thank you for allowing us to review this matter and thus extend our apologies for any misadvertent confusion. That said and in order to proceed effectively, we respectfully ask that [redacted] kindly stipulate what phone number he/she is referring to, as the only phone number offered therein (as the daytime contact number) of ###-###-#### appears to be operating properly under our H2O Wireless GSM prepaid $30 plan (I.e. Inbound/Outbound activity, daily).

If the relevant number differs from the aformentioned, then we'll equally investigate all matters pertaining to that number upon being provided with such number.

Whereas, if the aforementioned is in fact the number at the root of his/her concern, then we respectfully ask that he/she elaborate on the nature of the concern, as we respectfully reiterate that all appears to be in order with such number and we do not see any service interuptions.

We eagerly await all related responses and remain at everyones disposal in the interim.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my cell was [redacted] , which is cancelled from their foult and did not refund my 1 month payment which is $ 30.00

I want that no back, currently I am using [redacted] which is temporarly no for me.... I am waiting for my old cell no [redacted].

Regards,

Business

Response:

Good Day All Concerned Parties,

I again apologize for any prior confusion as we had not previously made any offers or propositions, to be "rejected".

That said and as we've since (today) had the opportunity to speak with our valued customer regarding this matter, we now advise that all parties have agreed to issue/accept a 2 week complimentary extension in service (under the current H2O Wireless GSM) prepaid mobile number, recognizing that the prior number unfortunately cannot be retrieved and reassigned to our herein-referenced valued customer as said number has been recycled and reassisnged to another service provider.

In conjunction with such ammicable course of action, we'll now understandably consider this matter closed and nevertheless insist that we be advised if we may be of any alternate assistance going forward.

Review: My "issue" has been this, I wanted a new cellphone provider, so I did some research and came across H20 wireless.Read some pretty positive things about them. Well so far that was not the case, here is the thing "techinally" I'm with Net 10. I'm not even signed up, and I'm already having issues:[ I ordered the phone on April 2, 2015. I'm fully awhere of the 48 processing time, I'm awhere of the 3 to 5 business days. Mind you this was after I placed an order. They had processed and took out the $40.00, $30.00 plus the $10.00 shipping. I make it a point, of reading the "terms of service " I do the reading and research. So far, I'm not really impressed with H20 wireless their has nothing really smooth. A bunch of excuses , but That's typical. The thing is, I'm way to smart to fall for it or actually believe it. Because of the "issues" and excuses and unethical business I have personally dealt with. Because Right sorry for the incovience , just doesn't cut it anymore.Desired Settlement: Right now I want the phone I payed for? But something more substantial down the line, like a free month of service? Something more than, "sorry" "rolls eyes" "smh"

Business

Response:

Revdex.comCase# [redacted]) First we would like to extend our sincere apologies to Mr. [redacted] for any delays and inconveniences that might have occurred I reassure him that we reaming committed to customersatisfaction. Our records indicate that Mr. [redacted] purchase a $30 Airtime pin that includes a free Lynxx X2S free phone and paid $10.00 for saver shipping service. The purchase took place between the hours of Thursday April 2nd and Friday April 3rd. Our office was closed on Friday April 3rd to observe Good Friday. Mr. [redacted] order is currently in transit. In recognition on how this matter has impact our customer, for that reason I have refund customer the $10.00 shipping charges. The above being said, we respectfully consider this matter effectible closed unless we hear otherwise.

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: Unable to receive MMS service with h20wireless prepaid monthly service. Contacted Customer Service 4 times regarding the issue. After multiple holds, I was informed that Tech Support will call and rectify issue. This has not happened yet.

After 4th call, I decided to complain to Manager in charge of Customer Service. Assistant on phone was unable to direct me to Manager due to their system not allowing them to do so. Problem of not being able to send and receive MMS on phone still has not been fixed (after multiple assurances from Customer Service)Desired Settlement: Request H2O wireless to fix issue instead of being given the run-around

Business

Response:

We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent misunderstandings or frustrations experienced. We reassure all that we remain committed to customer satisfaction. That said, I respectfully note that the voicemail under his complaint-specific H2O Wireless GSM prepaid number has yet to be set up, thus, not allowing our staff to leave any voicemail messages supporting their efforts to contact him and/or to leave messages instructing him how to proceed. Note: I personally experienced the same this morning.

That said and though our internal records indicate that MMS messages have been previously received under such number, we'll continue to attempt to contact him via said number and ask that he kindly provide an alternate contact number and preferred time when he may be reached, so that we may effectively address this mutually undesired matter once in for all.

We thank our valued customer in advance for his continued time, efforts and alternate contact number and await his future communications.

Regards,

R. Barreras, Sr. Manager

Compliance & Regulatory

[email protected]

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 ordered a UBB 1900 Bolt Flash from the company and the device is defective. Every time I connect to the internet, it may stay on for a while (10 minutes or so) and then it loses the connection. I have called the h20 wireless company to complain and all I get is a someone will call me within 24 to 48 hours to help with the problem. I never get a call back. I pay 50.00 a month for the service and it is just not working properly. I recently found out on 4/29/15 after I called again to complain about the device that it will be discontinued in September of 2015. When I asked why, I could not get a straight answer or I got an answer of it is not working properly. I then asked for a refund and was told they do not give out refunds. I asked to speak to a supervisor and got the phone hung up in my face. I called back and was given the runaround by a customer service rep but never got to speak to a supervisor. I need help in the refund of all of my money back since they knew the device was defective and they were going to discontinue the h20 bolt. I paid 100.00 for the device and 50.00 a month for the service. I only have had the service for two months and it is horrible. It cuts off in the middle of anything I am doing. It is so frustrating when I am trying to pay a bill on line and the service cuts off. Please help. They said I was to be credited last month for my inconvenience of the device since it kept cutting off but that has not happened.Desired Settlement: To get my money back since they knew this device was defective and was going to be discontinued.

Business

Response:

Revdex.comComplaint# 10577086 (Tracie Rochelle [redacted]) We thank Mrs. [redacted] for allowing us review this matter and extend our apologies for any inconveniences experienced. I reassure her, that we remain committed to our customer’s satisfaction.Our bolt service coverage map indicates that the location of Mrs. [redacted]’s address might experience connection problems in certain areas as stated in our terms and conditions.Coverage; Where Your Device Will Work; Service SpeedsOur coverage maps are available at our authorized retail locations or www.H2OWirelessNow.com. The specific network coverage you get will depend onthe radio transmissions your Device can pick up and Services you’ve chosen. Our coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditions. Coverage isn’t available everywhere. 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 our estimated 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 of third parties, etc.) —may result in dropped and/or blocked connections, slowerService speeds, or otherwise impact the quality of Service. Services that rely on 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 is complete.https://bolt.h2owirelessnow.com/mainControl.php?page=TcWe regret to inform our customers that we won’t be able to use the same underlying carrier’s network and those devices will no longer becompatible with the new network as of September 30, 2015. Notifications are provided to our customers whenever they contact our customer servicedepartment or when they access our official website. Mrs. [redacted]’s $50.00 credit card recharge in the amount of $50.00 was voided the same day as courtesy by one of our customer service supervisors. We understand how important is for our customers to use data services. Due to all of these inconveniences and as a token of appreciation to Ms. [redacted] for her business, we are granting 2 extra month of complementary service with a new billing cycle. The next recharge date is 07/11/2015 The above being said and unless we hear otherwise, we’ll proceed to consider this matter closed.

Review: I moved to [redacted] Wireless on Sunday August 17, 2014, and decided in only 2 days the service was worthless (today is August 19, 2014).

My phone number is [redacted].

-Activation Process: It takes 3 calls (one to activate the phone, one to start the data, and the third for voicemail) to even start the service once you have purchased their SIM card. That is unheard off in the wireless business where one request is enough.

-Customer Service: Phone number is hidden in the website. You have to find About Us and scroll to the very bottom to find Contact us. They are forcing you to use the Chat service feature. The Chat feature does not work: After 15 minutes of trying twice waiting for someone to come online, I gave up. I instead called and had to wait 15 minutes every time

-The phone service is patchy (does not always ring in my house and I work from home!! ) and data is all right but terrible in some places.

--My number ONE complaint: no visual voicemail for the[redacted]. You cannot see who has called, have no visual record at all. You have to dial in and punch a pin every time to get your voicemail. That system does not provide any record of which number the call came from and at what time. This is the ONLY service I know which does not offer visual voicemail for[redacted]. I called [redacted], and [redacted] wireless to confirm this fact.

--My Second major complaint NO REFUND POLICY! They essentially have swallowed $50 and now I have crappy service and I was told by customer service on the phone Sorry no Refunds. I am a customer of only 2 days! I have barely used their service as it is inferior! I should allowed a grace period of a mere 2 days to shut my account and get my money back.

on.

Please note the Terms and Conditions on the website say nothing about NO Refunds once plans are purchased: [redacted] The NO REFUND policy is therefore in violation of customer rights!Desired Settlement: I would like $50 dollars back. I am leaving them as soon as I can get another SIM from another carrier, but I don't want to pay up for something I have barely used and is a useless product.

I would like to be able to successfully port my number to another carrier. [redacted] must guarantee that or the cost to me in dollar terms to let everyone I know about my new number will also have to given to me.

Business

Response:

I thank [redacted] for allowing us to readdress this matter and extend my sincere apologies for any mutually undesired experience that may have suggested that we’re anything other than committed to satisfaction. That being said and proceeding in a manner that is more consistent with our aforementioned commitment, I’ve now taken the liberty of reversing the relevant online $50 order from 08/18/14. Meaning, that a refund should be observed at his/her banks end in approximately 3-7 business days, though actual processing times may vary by financial institution. I respectfully emphasize that said refund was issued despite our clear and concise refund policy as previously referenced by [redacted] and despite the fact that our [redacted] Wireless GSM prepaid service under the relevant mobile number of ###-###-#### continues to be used to date. I’ve also shared [redacted] feedback and overall account of his/her individual experience with all internally concerned departments, so that they too may consider any and all necessary course of action to improve our service(s) and customer experience(s). I genuinely hope that [redacted] finds my actions to be satisfactory and wish him/her all the best going forward regardless of what service provider he/she ultimately decides to go with. I close by reminding him/her that we remain at his/her eager disposal, if we may be of any additional assistance, now or going forward. Regards,[redacted], Sr. ManagerCompliance & RegulatoryRisk Management Department[redacted]

Review: I made a payment on my wireless bill under h20 wireless.com. The monies that I paid never was added to my account. I called them and informed them and they told me to send a email and someone would contact me . The email was sent and no response. Its been over a month and I never received the credit on my bill or a refundDesired Settlement: Either a credit on my account or a refund

Business

Response:

We thank Mr. [redacted] for bringing this matter to our attention and extend our sincere apologies for any prior confusion or misunderstanding experienced as our internal records indicate that two $30 refills took place on his therein referenced H2O Wireless GSM prepaid mobile number, thus brining his current airtime expiration date to 03/02/14 (i.e. 30 additional days per refill/recharge). Such also supports that our aforementioned prepaid service under such number continues to be used to date.

Beyond such, we note that no Locus Telecommunications, Inc. owned or operated website bills in $33.00 increments and thus presume that the quoted charge was processed via an unaffiliated 3rd party site. Whereby and although we reiterate that all internally available records confirm that H2O service has been rendered [and continues to be] for every refill/recharge fulfilled under the complaint-relevant H2O mobile number, we understandably suggest that Mr. [redacted] consult the owners or administrators of such 3rd party site directly for the purpose of discussing his refund or exchange options, if still desired. NOTE: Locus's official H2O ecommerce site is www.h2owirelessnow.com and not any comparable or alternate variation or address.

We close by expressing our sincere hope that our response has clarified any prior misunderstanding and otherwise remain at Mr. [redacted]'s eager disposal via our ###-###-#### Customer Service number between the hours of 9am-12am ET.

Regards,

[redacted], Sr. Manager

Compliance & Regulatory

Risk Management Department

[redacted]@locus.net

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the receipt clearly shows my intention to pay this company. Even through all of this I still remain a loyal customer and think I should at least have a credit

Regards,

Business

Response:

We apologize for any inadvertent lingering confusion or misunderstanding and note that our response was not based on our interpretation of our valued customers intentions, nor necessarily the 3rd party venue/point of sale through which the relevant purchase was made. It was made in direct response to our findings which confirm that two $30 replenishments did in fact take place under the relevant H2O Wireless GSM prepaid mobile number on 01/01/14 and that said replenishments then-afforded said number the appropriate extension in service.

That said and while no actions continue to be warranted on our part, we've nevertheless taken the liberty of extending the herein-discussed service by one week, bringing the new service expiration date to 03/09/14 as a show of good faith and in response to our valued customers latest communication.

In doing so, we note that said H2O Wireless GSM prepaid mobile number will need to be replenished no later than 03/09/14 in order to avoid an interuption in service. We hope that our current efforts are better received and thank all involved parties for allowing us to revisit this matter.

Regards,

[redacted], Sr. Manager

Compliance & Regulatory

Risk Management Department

[redacted]@locus.net