Locus Telecommunications, Inc.

Mrs. [redacted]

face="Calibri"> 
Re: Revdex.com
ID# [redacted]
 
In accordance with and in response to the above-referenced matter, we would like to thank you for allowing us to review  this issue.  I reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction.
Our records indicate that Mobile Number [redacted]4 was activated on 7/21/2015 under pay as you go plan and a 100.00 full year prepaid card was added.  However the expiration date for that plan was 7/20/2016.  And you refilled again on 7/27/2016 seven day s after expiration date. 
Our terms and conditions state:
  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 the government 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 talk credit does not roll over upon monthly plan expiration; credit 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 plans, rates and fees are subject to change without notice. For current charges and fees, call Customer Service or visit www.h2owirelessnow.com
We apologize for any misunderstanding or inconvenience he might have caused.  In response to your inquiry we processed a onetime credit of $30.00. Please note the expiration date has not been change.  And you need to refill at before expiration date. 
The above being said, we respectfully consider this matter closed.
 
Regards,
Compliance Coordinator
Locus Telecommunications LLC

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]

Complaint: [redacted]
I am rejecting this response because:
The business confesses to the deceiving act of misguiding misprint, and claimed that it proclaimed the deceiving mistake to some customers; but that did not include myself. Again, the business is trying to avoid responding to their responsibility (that they admitted) with another act of deceive. It is unfortunate that this business is testing our intelligence.
Regards,
Safwan [redacted]

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.

Good Morning Mrs. [redacted],
 
While I can only imagine that my customer service colleagues had no malicious intentions and simply spoke of such based on their [honest] misunderstanding of the “terms” of the recently launched and herein-discussed promotion.
 
That being said and although I’ve previously shared your feedback/concerns with the management team within such department in an effort to prevent such from recurring and because our current system will not allow the issuance of partial refunds (i.e. equal to 10% off from your 3 most recent ARC payments), I’ll now simply proceed to issue you a full refund for your most recent ARC payment (i.e. $40 on 05/15/14) in an effort to comparably honor what my colleagues previously [incorrectly] “promised”, recognizing that your number unfortunately doesn’t qualify for this temporary promotion.
 
I again hope that you find this response to be consistent with our overall mission of satisfaction and thank you for generously reiterating such, so that I may readdress such point.
 
I thank you for your invaluable time and patronage.

We thank Mr.[redacted] for allowing us to readdress his isolated scenario and re-extend our apologies for any prior misunderstanding or confusion as neither are indicative of our commitment to satisfaction. In conjunction with our commitment and in an effort to clarify matters we respectfully note that...

our Auto-Recharge Program underwhich [redacted] prepaid mobile number ###-###-#### is enrolled, is functioning properly.
Our records indicate that any prior [temporary] interuption in service was a direct result of our being unable to collect a systematic payment by way of said program, as the registered [[redacted]] credit or debit card kept being declined by the card-issuer. More specifically, it appears that the card-corresponding 3 digit security code (aka CVV2 code) provided to us is incorrect.
While the aformentioned chain of events were not service-related but were instead directly dictated by the response(s) from the card-issuer, we've nevertheless extended the service on the herein-referenced [redacted] prepaid number by 5 days which equates the approximate period that it was without service [according to our records]. In conjunction with such, we've also adjusted the relevant auto-recharge account schedule to reattempt it's next systematic payment collection attempt on 05/01/14, i.e. one day prior to the new airtime expiration date of 05/02/14.
We certainly hope that Mr.[redacted] finds our response and efforts to be to his satisfaction and close by respectfully urging him to address the herein-discussed debit or credit card related matters with the relevant card-issuer or consider registering an alternate debit or credit card at his earliest convenience, as otherwise his enrollment in our autorecharge program will be futile, as such benefits are contingent on our system being able to collect the required payment.
Note: Our "Live" support staff remains at Mr.[redacted]s disposal 7-days a week via their ###-###-#### toll-free number.
Regards,
Ricardo B[redacted] Sr. Manager of Compliance
[redacted]

March 22, 2016

"Calibri","sans-serif"; font-size: 11pt;"> 
Revdex.com
Re: Compliant# [redacted]
Mr. D[redacted]
 
 
In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction.  
 
Our records indicate that MDN [redacted] was deactivated on 3/13/2016.  They further showed  we receive a port out request, and our system verified all information provided by the other service provider requesting the port, to ensure the account number and the passcode matched with what lives within our internal database.
 
A $50.00 refund has been provided to customer original credit card number for the air time purchased on 3/6/2016. A new SIM Card has been mailed to Mr. J[redacted] in the even that he would like to port his number back to us. 
 
(NOTE: to port a number into our service please do not activate the SIM card just process a port request)
 
That being said, we consider this case close
 
 
 
 
Regards,
Compliance Coordinator
Risk Management Department.
Locus Telecommunications LLC

Revdex.comRe: Complaint [redacted])In accordance with and in
response to the above-referenced matter, we thank [redacted] for allowing us to
review this issue.   I reassure him that Locus Telecommunications
(H2O Wireless) remains committed to...

customer satisfaction.Our records indicate that the phone [redacted] attempted to
purchase was not Bluetooth compatible.  We apologize for any misunderstanding or
inconvenience he might have caused.  In
response to your inquiry we processed a full refund in the amount of $30.00. Please
allow 3 to 7 days for the credit to reflect in your account depending on your credit
card financial entity. The above being said, we respectfully
consider this matter closed.
Regards,Compliance CoordinatorLocus Telecommunications LLC

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]

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

We thank Mrs. [redacted] for allowing us to re-address her matter and extend our sincere apologies for any inadvertent and mutually undesired experiences that she's encountered while porting her number from her old service provider to our [redacted] Wireless GSM prepaid service.  I reassure her that we...

remain committed to her satisfaction.In conjunction with such and although our records indicate that the relevant mobile number was successfully ported into our aforementioned service on 08/07/14 we'll proceed to consult our underlying carrier (i.e. [redacted]) to better determine if any feasble action may be taken our end to corroborate and alleviate (if applicable) Mrs. [redacted] current dilemma.In the interim, I respectfully note that [redacted] (aka [redacted]) may only take possession of a number by:  (a) it being assigned to us by our herein-referenced underlying carrier, or (b) it being released to us by an alternate service provider by way of a number transfer (aka port-in).  Whereby, while I sympathize with Mrs. [redacted] for her mutually undesired predicament and certainly anticipate extending our exhaustive support, hastly assumptions should not be made that "we" ([redacted]) are the responsible parties for said isolated predicament, as I reiterate that our records indicate that all transpired as normal.Updates will follow by way of email as they become available.Regards,[redacted], Sr. ManagerCustomer Relations Operations[redacted]

We thank our valued customer [[redacted]] for allowing us to readdress this matter and extend our sincere apologies for any prior inadvertent confusion, misunderstanding and or delays in fulfilling her refund request.  We reassure her that despite what such may have led her to believe, we...

remain committed to her satisfaction.
In conjunction with said commitment and as per her herein-stipulated request, we've now issued a $30 online refund toward her debit/credit card ending in [redacted].  This refund should appear within her card-issuing account in 3-7 business days from today (05/20/14), though processing times may vary by financial institution.
We certainly hope that [redacted] finds our current response to be to her satisfaction and more indicative of our aforementioned commitment and otherwise ask that she consult our "Live" support staff at [redacted] for additional, real-time assistance.
Regards,
[redacted]
Sr. Manager of Compliance & Regulatory
Risk Management Department[redacted]

.
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.
My credit card is now showing a reversal of the disputed charge.  Thank you very much. 
Regards,
[redacted]

Revdex.comRE: Complaint ID# [redacted]) In accordance with and in response to the above-referenced matter, we thank Mrs. [redacted] for allowing us to review this matter.  We assure that Locus Telecommunications, Inc. remains committed...

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

Revdex.comRe: Complaint ID# [redacted] ([redacted])In response to the above reference matter, I contacted Ms. [redacted] and expressed our apologies for the inconvenience she may have individually experienced.  I reassured her that Locus Telecommunications remains...

committed to Customer’s satisfaction.Our records indicated that Ms. [redacted] recharge her mobile number and for that reason the expiration date was extended or a year more or less.  Ms. [redacted] mistakenly understood that her reaming balance will be forfeited.  However she thought it was only for a month. Due to this misunderstanding, we have extended the expiration date until 09/11/2015.That been said and unless we hear otherwise, we will consider this matter satisfactorily resolved. [redacted]Compliance CoordinatorRisk Management Dept.Locus Telecommunications, Inc.

March 17, 2015     Revdex.com Re: Complaint ID# [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.

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

conjunction with said commitment and having reviewed the matters pertaining to her individual experiences or concerns, I advise that all warranted refunds or release of temporarily held funds were previously completed.  Our valued customers bank account should reflect such very soon, if it doesn't already.  We also note that the accounts of her individual experience(s) have been shared with all internally concerned departments, so that they may respectively consider all warranted courses of action to prevent such from recurring.In closing, we hope that our valued customer deems our actions to be more consistent with our aforementioned commitment and otherwise remain at her eager disposal by way of our "Live" Customer Relations staff at our below-stipulated toll-free number.S

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.

Revdex.comConsumer AffairsRe: Complaint ID# [redacted] ([redacted]In response to the above reference matter, we took the liberty to contact Mr. [redacted] directly and we expressed our sincere apologies any inconvenience or misunderstandings that may have...

occurred while using one of our products. We reassured him that Locus Telecommunications is committed to customer’s satisfaction. We proceed to provide full credit to Mr. [redacted] calling card (attached email) In light of the above-summarized we’ll proceed to consider this matter to be effectively resolved and closed, unless we hear otherwise.  Regards,[redacted]Compliance CoordinatorLocus Telecommunications, Inc.

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.