Locus Telecommunications, Inc.

August 29, 2016


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Revdex.com
Re: ID# [redacted])
 
 
In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service.  I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction.
 
Our records indicate that customer purchased a starter kit and not the $30.00 monthly card.  the issue was brought up to our billing department.  records further showed that a billing representative provided a credit to customer account [redacted] for the amount of $30.00 on August 19, 2016.   
 
Our records indicate that the issue has been satisfactory resolved by way of Customer Service. We respectfully consider this case closed. 
 
 
 
Regards,
Compliance Coordinator
Legal Department
Locus Telecommunications LLC

Revdex.com
RE: Complaint ID# [redacted]
face="Times New Roman" size="3">  
 
 
We thank Mr. / Mrs. [redacted] for allowing us to review this matter.  We apologize for any inconveniences he/she might have experience. Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction.
 
Mobile number [redacted] service was interrupted for an outage from our underlying service provider. All numbers affected were restored and we were and balances were updated right after restoration.
 
Our records do not show any extra payment from Mr. / Mrs. [redacted].  We respectfully ask that if there is proof of payment at that time of restoration please provide that to us to further investigate. 
 
We respectfully will consider this matter close, unless we hear otherwise.
 
 
Regards,
Compliance Coordinator
Risk Management Department
Locus Telecommunications, LLC.

) In response to the above reference matter, we would like to apologize to Mr. [redacted] for any inconvenience, frustration(s) or delays that she might have experienced.  We reassure her that we remain committed to Customer satisfaction throughout the time under our service...

including while she was attempting to transfer his service.In conjunction to the said commitment and having reviewed all internal records, we advise that the matter has since been resolved in the form of the number being successfullyreleased a ported out on 3/27/2015. Unfortunately, we cannot speak on what may have caused any prior delays. Since Mr. [redacted] never used our services, we have processed a refund his purchase of  $60.00 directly to his credit card. In light of the above summarize we’ll proceed to consider this matter closed, unless we hear otherwise.

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

Revdex.com
Re: Complaint ID# [redacted] ([redacted])
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We extended our sincere apologies to Mr./ Mrs. [redacted] for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction.
 
Our records indicate that MDN have not upgraded to the LTE service.  Sim Cards have been available free for current customers since Last year.  Customers do not need to pay to upgrade, however any balance on the account will be lost at the time of upgrade. Only because of that we normally suggest to customer to upgrade and then add airtime for the month.
 
I have personally mail a new LTE SIM card to Mr. / Mrs. [redacted]
 
 
That being we respectfully consider this matter satisfactorily closed.
 
 
Sincerely,
Compliance Coordinator,
Locus Telecommunications, Inc.

Revdex.com
Consumer Affairs
Roman" size="3"> Re: Complaint ID# [redacted] ( [redacted])

We expressed our sincere apologies any inconvenience that may have occurred while using one of our products. We reassured him that Locus Telecommunications is committed to customer’s satisfaction.

We took the liberty to contact Ms. [redacted] via email requesting the pin numbers she attempted to use. PIN [redacted] and PIN [redacted]

Our records indicate these pins did not expired, but were part of a few cards that had to be deactivated due to an internal investigation. We have provided three $5.00 new pins to Ms. [redacted] via email.  Two pins for replacement and one extra for the inconvenience. 

We respectfully will consider this matter to be effectively resolved, unless we hear otherwise.


Regards,
[redacted]
Compliance Coordinator
Locus Telecommunications, Inc.

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]

Revdex.comRe: Complaint No. [redacted] ([redacted]) We thank Ms. [redacted] for allowing us to re-address her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experienced. I assure her that we remain...

committed to our customers’ satisfaction. Ms. [redacted]’ service was terminated because her activity fell under “abusive” activity as defined in our Terms & Conditions/Authorized use Policy, which states:UNLIMITED PLAN ABUSEFor any Service that includes unlimited features, “unlimited” does not mean unreasonable use. H2O’s unlimited voice features are provided solely 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 bnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. H2O’s unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.g. downloading files). While most commonuses 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 orother 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.this information can be found on the below link:[redacted] Nonetheless, we’ll restore H2O Bolt services and granting complementary service with a new billing cycle starting today January 30, 2015The above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed.[redacted]Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc.

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]

May 11, 2016
 
...

Revdex.com
Re: ID [redacted])
 
 
In response to the above referenced matter I open by re-extending our genuine apologies any confusion or misunderstanding that may have individually experienced.  I reassure you that we remain committed to customer satisfaction.
Our records indicated that you had a mobile number [redacted] which was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at
[redacted]d... It was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted.
In regards to port in out, even in our internal system the number shows “Frozen” the number is still active and available to port out. Until it changes status depending on the expiration date of service which is usually 30 days after the account is frozen. However we did not receive any port out request from any other service carrier.
That been said we will respectfully consider this matter closed.
 
Regards,
Compliance Coordinator
Locus Telecommunications LLC.

I thank Mrs.[redacted]for bringing this matter to our attention and re-extend our apologies for any prior, inadvertent confusion or misunderstanding. 
size="3">I reassure her that we remain committed to customer satisfaction.
In conjunction with said commitment and having reviewed our internal records it appears that simple confusion and a slight delay on our part are at the root of this complaint.
Elaborating on such, our records show that one of our [redacted] devices/services was recharged via our website on 08/01/14.  At the same time, the online subscriber also enrolled in our Auto-Recharge program which [by itself] constitutes a payment equal to the service/plan value.    When it was all said and done, the relevant [redacted] device benefitted from two replenishments and the associated debit/credit was understandably charged twice.    I apologize for the confusion that derived from such [separate and distinct] actions and if such wasn’t effectively explained to Mrs.[redacted] at an earlier date.
In the end, the same records show that a $50 refund was issued on 08/14/14 on the debit/credit card ending in [redacted] whereby no additional actions are warranted on our part.
We’ll proceed to consider this matter previously closed and implore Mrs.[redacted] to not hesitate to consult our “Live” support staff if they may be of any future assistance.Regards,[redacted], Sr. ManagerCompliance & RegulatoryRisk Management Department[redacted]

RevDex.comRe:
Complaint ID# [redacted]We
extend our apologies to [redacted] for any inconveniences he might have experience.
We reassure our customers that Locus Telecommunications (H20 Wireless) remains
committed to customer satisfaction.We
were not able to...

stablish an account with [redacted] because the account number
or order was not provided in the complaint.  In an effort to help I sent an email to [redacted] requesting the order number,
which was not included in the original complaint and we did not received a
response.  Based on his email address we
were able to stablish an order number [redacted].)Our
records indicate the device was not received.  We then send a second email asking [redacted] to provide a FedEx tracking
number and we did not receive a response.  [redacted] is one of our faithful customers and because the activation card in the
package has not been activated.  We proceed
to refund him the total amount of $159.99 please allow 4 – 7 business days for
the credit to reflect in the credit card account depending on the financial
entity.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications LLC

Revdex.com
"Cambria","serif";">Re: ID# [redacted] ([redacted])
First we would like to extend our sincere apologies to Mr. [redacted] for any inconveniences that might have occurred and assured him, that we reaming committed to customer satisfaction. 
Our records indicate that Mr. [redacted] purchased a phone device a total of $67.80 the charge was completed, unfortunately the phone was out of stock.  The credit card transaction was void.  We review our records and notice the void was not process properly and for that reason you did not received your refund.
We are re-training the person in charge to make sure that this does not happen again.   
A full refund in the amount of $67.80 has been process; 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 effectible 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]

Revdex.com
Roman","serif";">Re: [redacted]
Complaint ID# [redacted]
 
 
            We would like to thank you for allowing us to review this matter and extend our apologies for any inconveniences. We assure you that we remain committed to our customers’ satisfaction.
In response to the above-referenced and having reviewed our internal records for MDN [redacted] our records showed that the Mobile number was active and enjoying all plan features as offered.
 
We were not able to find any direct purchases through Locus Telecommunications. Because his purchase seems to involve a third party, we respectfully suggest for [redacted] to contact the party where he place the purchase and follow their return and exchange policy.
 
 
In light of the above summarize we’ll respectfully consider this matter closed.
 
 
 
Regards,
Compliance Group
Locus Telecommunications, Inc. (H20 Wireless)

Worst customer service ever - if you have any problem customer service representative will not even try to help you. Had two separate issues - both time spend 40+ minutes on hold to reach rep and both times was told "we can't do anything, you are willing to choose any other service".
Briefly - you can't pay for their service online because of web site problems, can't setup auto-pay for pay-as-you-go plan, the only choice is to go buy a refill card or call their rep.

Revdex.com

face="Calibri">Complaint[redacted] ([redacted])
 
We thank Mrs. [redacted] for allowing us to review her individual concern and extend our apologies for any misunderstanding or inconveniences experienced. We reassure her that we remain committed to customer satisfaction.
Our records indicate that our Customer Relations department assisted Mrs. [redacted] configuring MDN [redacted].  In some cases we go beyond our responsibilities and try to help our customers to configure their phone.  However we are not responsible for phone configurations; normally we encourage our customers to contact the manufacture for better assistance.
 
Locus Telecommunications (H2O Wireless considers this matter resolved because there is no further action for us to can take.
 
Regards,
Compliance Coordinator
Locus Telecommunications, LLC.

Complaint: [redacted]
I am rejecting this response because:
1. There is no choice on the Revdex.com form except "accept" or "reject", and "accept" appears to be set up in such a way that it implies both acceptance and resolution. Whether that's actually the case or not, it isn't clear.
2. I believe I made myself perfectly clear that the accounts were to be cancelled. It has now taken them... how long? ... to respond to the complaint, and are now making excuses that they're not sure which if either account should be cancelled, as they both show activity. They show activity because they have failed to cancel the accounts per my request. Specifically, the line associated with my account (phone number ending in [redacted]) is showing nothing but periodic "call forwarding" transactions for $0.00 . I never enabled call forwarding on the account/device, so I don't know what the source is; possibly some kind of automatic voice mail forwarding that I wasn't aware of. In the case of the line associated with my wife's account (phone number ending in [redacted]), there are similar call forwarding messages - and a PILE of "SMS Terminating" messages for which the account appears to be charged and/or subsequently credited back 5 cents per message. I can only guess that these are either SPAM messages, or text intended for the prior owner of the number.
3. The response states:
"We are willing to process a refund for the device; however we need to receive it. At this point we are asking Mr. [redacted] provided [redacted] tracking number in order for us to investigate."
Clearly, they either never received and/or never bothered to completely read my last response to them, indicating that they failed to provide a [redacted] return label with the replaced phone. As I stated in that particular e-mail:
"Someone needs to immediately send me a return label so that the [redacted] phone can be returned at your company’s expense."
I still haven't received a return label; so, for the second time, "someone needs to immediately send me a return label".
4. The company has apparently not read the "Desired Outcome/Settlement" section of the complaint; as they have not provided what I requested, I do not accept their response.
Regards,
[redacted]

November
23, 2015[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.

We thank Mrs. [redacted] for bringing this matter to our attention and extend our sincere apologies for any mutually undesired experiences that she's inadvertently endured.  I reassure her that we remain committed to her satisfaction.  In conjunction with such and in an effort to resolve her...

matter effectively, one of our "Live" support staff members will be attempting to reach her at her therein offered telephone number of ###-###-####.In the interim, I note that our records indicate that her $50 online payment on 09/25/14 was systematically voided.  Meaning, that while there may have been a temporary hold of such funds on her banks end, we (LOCUS[redacted]) never collected such funds and her [redacted] device understandably was not replenished on said date.All in all, the above and all other warranted matters will be discussed over the telephone, whereby we'll proceed to consider this matter to be effectivley closed (in anticipation of the call).Regards,[redacted], Sr. ManagerCustomer Relations Operations