Locus Telecommunications, Inc.

Revdex.com
Consumer Affairs Bureau
size="3">Re: Complaint ID# ***
First we would like to extend our sincere apologies to *** *** for any delays and inconveniences that might have occurred and assured him, that we reaming committed to customer satisfaction.
We thank *** *** for returning the device back to us. We have processed a two refunds, one in the amount of $and the second one for $a total amount of $to *** ***’s original credit card use for purchase Please allow to 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 closedRegards,
Compliance Coordinator
Risk Management
Locus Telecommunications, Inc

August 29,
"Times New Roman","serif";">Revdex.com
Re: ID# *** (*** ** ***)
We extend our apologies to Mrs*** for any inconveniences she might have experienceWe reassure her that Locus Telecommunications (HWireless) remains committed to customer satisfaction
We were not able to establish an account with Mrs*** because the account number or order was not provided in the complaint. In an effort to assist we contact her twice via email. But we did not receive any response.
We respectfully ask our customer to please provide the account number by way of e-mail to ***
Regards,
Compliance Coordinator
Locus Telecommunications LLC

Complaint: ***
I am rejecting this response because: This is a little more complicated than what is being posted My concerns are that I know I provided the right security code Unfortunately, based on the party on the other end, that doesn't mean he entered it correctly I know the calls are supposed to be monitored for quality assurance purposes, so the original copy of the call could also be reviewed My second problem, is if that was the only reason it was declined, why did it take so many days to provide me with that information, it could and should have been resolved sooner, when I first call to make the complaint Prior to be offered the auto recharge, I had to phone in every month and I provided the same cvw code and it worked, it even worked this last time, because I will had to recharge by phone and pay $vice getting the auto recharge for $ My phone is working again, but at a rate of $vice the $I was quoted for the auto recharge
So, they explained the potential problem, but didn't provide what took so long to prove what the problem was I missed several call in that time frame that were very important and crucial to what I had going on I have to accept and get over that, I'm not mad, but several key issues were not addressed it there response I was constantly put on hold while someone would contact the billing department Since that was the problem, why did it take over four days to determine that was the problem My information was provided February 22, I don't find out until my air time has expired I have no service I understand that they wouldn't collect the payment until the next one is due, but since it was set up for automatic payment, it would have been nice to know that when the payment wouldn't go through that I should have been informed that there's a problem with processing my payment
I know my CVW number, so I would have no reason to get it incorrect, it the only card I used for paying bills Maybe I'm totally off base, but that's why I have to reject their reply I will admit they my have it incorrect, but where did the mistake take place, were numbers transposed by the person on the other end, I don't know
Regards,
*** ***

We thank Mr*** for allowing us to re-address his individual concern and extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or
inconveniences experiencedI assure him that we remain committed to his satisfaction
In conjunction with said commitment and in an effort to effectively clarify matters, I respectfully draw everyone's attention to the area our current TERMS & CONDITIONS entitled UNLIMITED PLAN ABUSE at *** where the following is publicly advertised:
UNLIMITED PLAN ABUSE
For any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial useOther uses have a disproportionate impact on network resources and are therefore considered unreasonableUnreasonable 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 durationH2O’s unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.gdownloading 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 prohibitedOur data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over the network (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j) for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial use
The immediately aforementioned being said and while it remains mutually preferred and genuinely desired for Mr*** and all of our other H2O BOLT customers alike to enjoy uninterrupted service, Terms, Conditions and policies nevertheless apply and must be adheredAnd unfortunately, anyone deemed to partake in activity that falls under the aforementioned definition of “abuse” by the relevant service-corresponding underlying carrier [who monitors the network] will be subject to immediate interruption in service, with or without noticeGiven his statements, I presume that this is what previously transpired in his case
The above being said, I’ll be restoring Mr***’s H2O Bolt services (and granting a new, complimentary month of service) and respectfully implore him to be more wary of his use going forward, as well as that of any family member or guest that may simultaneously rely on his H2O Bolt device, as to avoid being re-categorized as “abusive” or “unreasonable” going forward, particularly any continuous/prolonged periods of connectivity wherein an inadvertent strain on the network may directly ensueI also recommend that he power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity
The above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closed
Regards,
Customer Relations Operations

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 $Minute Plan recharge and or PIN affords the user 90-days of H2O Wireless GSM prepaid service; not “months” per-se. *See *** .
In accordance with such, 90-days from the actual, relevant recharge date of 08/25/14, is in fact 11/23/14. *See *** 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 *** *
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 $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 and one ending in 9008.
We certainly hope that this clarifies mattes and await her kind response Regards,
** *** *** ***
*** *** ***

We thank our valued customer for allowing us to readdress this individual experience and extend our apologies for any inadvertent inconveniences or misunderstanding experienced. We reassure him/her that despite what such may have led to believe, we remain committed to customer
satisfaction.
In conjunction with such and if Mr./Mrs*** still desires, he/she may proceed to return all items in/with their original packaging (if possible) to us for a full refund. Note: Return/Exchange instructions and the appropriate form(s) can be found within the original packaging documentation or at *** .
We sincerlely hope that this response is deemed to be satisfactory and note that typical return/exchange processing can encompass a 4-week period as equally stipulated within the information accessed via the aforementioned hyperlink.
Our customer relations staff at *** *** remain to assist with any other service-related matters if deemed necessary
Regards,
** ***, SrManager
Compliance & Regulatory
Risk Management Department
***

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

We thank Mr*** for allowing us review this matter and extend our apologies for any inconveniences our business decisions might be causing himI reassure him that Locus Telecommunications, Inc(HWireless) remains committed to customer satisfaction.H2O Wireless is upgrading its service to offer fast speeds on a new 4G LTE network with nationwide coverageIt will feature a powerful mobile hotspot device and offer a SIM card to usewith compatible devices to take anywhere.We regret to inform our customer that we won’t be able to use the same underlying carrier’s network. Due to the upcoming changes, the BOLT Spider Mini and the Flash will not be compatible with the new network and will be discontinuedHowever, service will be continued for current customers activated before April 17, 2015. The last day of services for those devices will be September 30, 2015. The last day they will be able to recharge will be August 31, We notified all Distributors prior to April 17, and notify our customers whenever they contact our customer service department or when they access our official websitehttps://bolt.h2owirelessnow.com/mainControl.php?page=noticeMr*** purchased several devices right before April 17, 2015; however it seems he did not attempt to activate those devices until several weeks after April 17, 2015; unfortunatelyactivations were not being accepted at that timeIn regards to Bolt device refund request, it appears that Mr*** obtained our products from a local retail storeSince his complaint involves a third party business entity and not a purchase directly from Locus Telecommunication Inc., we respectfully suggest, for him to contact the third party business and follow theirreturn/exchange policySince Mr*** mentions on his complaint that he purchased the devices for commercial purpose, we would like to remind him that as stated in our terms and conditions, Hservices are solely for purposes of non-commercial use. Had he activated the devices, they would have been used for an improper purpose.*** If you have any further questions, please do not hesitate to contact us.R

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

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

We thank you for
allowing us review this matter and extend our apologies for any inconveniences
our business decisions might be causing youI reassure you that
Locus
Telecommunications, Inc(HWireless) remains committed to customer
satisfactionH2O Wireless is upgrading
its service to offer fast speeds on a new 4G LTE network with nationwide
coverageIt will feature a powerful mobile hotspot device and offer a SIM card
to use with compatible devices to take anywhere. The
good news is that we are running a promotion for current customers. With the BOLT spider Mini which provides a free
bolt devices to current customersOur records indicate Mrs
*** bolt device has been delivered; due to the high volume of free device
orders, we have been experiencing some delaysWe contacted Mrs*** by
phone and email and explained to her that once she activates the new device she can send an email directly to compliance group and we
would extend the service expiration for one month due to the inconvenience she experiencedThe above being said
and unless we hear otherwise, we’ll proceed to consider this matter closed

March 22, Revdex.com
"">Re: Complaint [redacted]
In accordance with and in response to the above-referenced matter, we thank Mr/ Mrs[redacted] for allowing us to review this issueI reassure him / her that Locus [redacted]) remains committed to customer satisfactionOur records indicate that Mr[redacted] has two active phones with [redacted] and [redacted]. Records further showed he contacted customer service to deactivateIt is confusing as of which account he wants to cancel. I did not proceed to do so, because there is activity in both accounts (reports attached.) If Mr[redacted] decides to cancel he can send me and email and I will proceed as requested. Just keep in mind that airtime is not refundable as per our terms and conditions state:
Refunds and Returns. Account balances are not refundable, transferable, or redeemable for cash or creditTo the fullest extent permitted by law, H2O Devices are sold "as is" with no manufacturer warrantyH2O Devices purchased on h2owirelessnow.com or h2obolt.com are subject to H2O's 14-day return policy found at h2owirelessnow.com and h2obolt.comH2O Devices purchased in a retail location are subject to the return policy of the place of purchase. https://www.h2owirelessnow.com/mainControl.php?page=Tc
We are willing to process a refund for the device; however we need to receive itAt this point we are asking Mr[redacted] provided [redacted] tracking number in order for us to investigateOur email address [redacted]
Regards,
Compliance Coordinator
Locus Telecommunications LLC

Revdex.com
"Times New Roman","serif";">Re: [redacted]
Complaint ID# [redacted]
In response to the above reference matter, we would like to apologize to Mr[redacted] for any inconvenience, or delays that he might have experiencedWe reassure him that Locus Telecommunications (H2O Wireless) remains committed to Customer satisfaction throughout the time under our service including while he was attempting to transfer his service elsewhere
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 reinstated and available to port out
Please note the account has to be port out before expiration date 3/10/or the number will be lost from our database
In light of the above summarize we'll proceed to consider this matter closed, unless we hear otherwise
Regards,
Compliance Coordinator
Locus Telecommunications, Inc

[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.]Revdex.com: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]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
I need to know a definite date by which the refund will be processed. We have already confirmed from FedEx that you have received the package on 09/03/2014.
Regards, [redacted]

We thank our valued customer for brining this matter to our attention, thus allowing to readdress such.  We assure him that despite what his prior experiences may have led him to believe, we remain committed to his satisfaction.  In conjunction with such commitment, we've since had one of...

our former Manual Configuration Techs [and current Customer Relations Operations Analyst] reach out to Mr. [redacted] for the purpose of more effectively trouble-shooting his individual scenario.
The results of such were that:  (1) Mr.[redacted]'s [owned] [redacted] mobile phone was found to not be configured to support our H2O Wireless GSM prepaid plan features, (2) The manual configuration process ensued, (3) Mr. [redacted]' aformentioned phone is now enjoying the plan-corresponding data features (to include MMS messaging capabilities). 
In light of such and although Mr. [redacted] expressed his satisfaction [to my Customer Relations colleague at the conclusion of said call], I've nevertheless extended a complimentary month of H2O Wireless GSM service under Mr. [redacted]' phone number, this bringing his new airtime expiration date to 06/18/14 (from the former 05/19/14).  *Note:  I've also manually adjusted his Auto-Recharge account payment collection schedule in accordance with said new airtime expiration date.
I sincerely hope that Mr. [redacted] finds our [current] overall efforts to be more indicative of our overall commitment and otherwise ask that he consult our Customer Relations staff at [redacted] between the hours of 9am-12am ET.

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

November
23, 2015
[redacted]We thank you for
allowing us review this matter and extend our apologies for any inconveniences she
might have experienced. I reassure her that Locus Telecommunications, Inc....

(H20
Wireless) remains committed to customer satisfaction. H2O Wireless is
upgrading its service to offer fast speeds on a new 4G LTE network with
nationwide coverage.  [redacted] LTE
Bolt device was activated on 10/21/2015.  Records further showed
that [redacted] called customer service inquiring about data service.
We have
provided a courtesy credit of 4G of service that will a total of $25.00 worth
of service due to any misunderstandings,  the new expiration date is 12/03/2015.  We respectfully consider this consider
this matter closedRegards,Compliance
CoordinatorRisk
Management Dept.Locus Telecommunications LLC

We extend our sincere apologies to[redacted] for his individual, mutually undesired experience and for any inadvertent confusion that may have subsequently ensued. ...

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

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

sincere apologies to her for any prior confusion, misunderstanding or frustrations inadvertently experienced and reassure her that we remain committed to her satisfaction.