Locus Telecommunications, Inc.

In accordance with and in response to the above-referenced matter, we thank Mr./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.In regards of...

Mr./Mrs. [redacted] purchase, it appears that our products were obtained from a local retail store. Since his/her complaint and alleged experience(s) involvesa third party business entity and not Locus Telecommunication.  We respectfully suggest, for her to contact the third party business and follow their return or refund policy. In light of the above, we’ll respectfully proceed to consider this case closed.

Complaint: [redacted]I am rejecting this response because:  1.) While I do appreciate that I was able to port out my number to another carrier, it was in no way helped by your company. I was led to believe by two different "customer service representatives" from your company that my  number could not be used again. If, as in your response, you are truly committed to customer service and you have terminated someones account why not inform them that they can still use their number but with a different carrier? If I  had not found a one line answer from your company to a previous customer with this same complaint, buried among the many against your company, I would have lost my number of 10 years because I was told "The number is frozen and your only recourse is to open a new account with a new phone number". Like I would ever do business again with a company that has treated me so poorly.
  2.) Now to address the "Third Party" response regarding the H2o refill card I purchased from 7-11 to recharge my account like the recording from your company told me to do. It did not say "contact H2o due to a problem with your account" or "This number is no longer a valid h2o number", it said "Recharge your account now". So I will try to take my Recharge card, that I scratched to refill my phone leaving the code exposed, back to 7-11 but your company received my money from this card and I'd be surprised if they will entertain a refund and further surprised if you have systems in place to allow the refund of an unused but scratched recharge card. I will not walk away and be bullied out $40 by a corporation with such poor business practices. If I am granted a refund I will update this complaint and if I am not you will hear from me until, at the very least, I am given a refund.
Regards,[redacted]

Revdex.comRe: Complaint ID# [redacted] We thank Mr. /Mrs. [redacted] for allowing us to re-address his/her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experienced. We assure him/her that we remain committed to our...

customers’ satisfaction. Mr. /Mrs. [redacted]’ service was terminated because the bolt device’s activity fell under “abusive” activity as defined in our Terms & Conditions/Authorized use Policy, which states:UNLIMITED PLAN ABUSEFor any Service that includes unlimited features, “unlimited” does not mean unreasonable use. H2O’s unlimited voice features are provided solely fordialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore consideredunreasonable. Unreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, callcenter services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long duration. H2O’sunlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.g. downloading files). While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibited. Our data and messaging services may not be used: (a) to generate excessive amounts  f Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manualroutines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over thenetwork (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j)for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial use. The terms can be found on the below link:  https://broadband.h2owirelessnow.com/mainControl.php?page=Tc#authorized Nonethe...⇄ our records show that the H2O Bolt is not currently active.  However we understand that Mr. /Mrs. [redacted] recharge the device on 1/18/2015 in the amount of $50.00 Unfortunately we are unable to reactivate the bolt device at this time.  We had process a refund of $50.00 to Mr. /Mrs. [redacted] credit card.  Funds should reflect in your account within 3 business days. The above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed.

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.

[redacted]ID# [redacted] ([redacted])We thank Mr. [redacted] for allowing us review this matter and extend our apologies for any inconveniences this issue might be causing him. I reassure him that Locus Telecommunications...

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

We thank our valued customer for allowing us to readdress his individual matter and re-extend our apologies for any inadvertent delays and or misunderstanding.  We reassure him that we remain committed to his satisfaction.  That said, we now advise that two refunds totalling $270 (i.e....

$170 & $100) were issued yesterday, meaning that he should observe those refunds on his banks end within 3-7 business days from yesterday, though actual processing times may vary by financial institution. 
Elaborating on such, the $10 difference represents the shipping & handling costs that are non-refundable, as stated within our website and or the original packaging documentation he received within his original order. 
Having taken such actions and though this effectively concludes our end of the invidual scenario, we respectfully note that as equally stated within our e-commerce site "airtime", meaning the $100 Pay As You Go Minute Plan airtime card is traditionally [also] non-refundable if and when it's been used/redeemed, as was the case with Mr. [redacted].  We neverthless opted to also provide him with a refund for said $100 (as part of the combined $270) in light of the additional patience that he's dipslayed while awaiting our slightly delayed refund issuance.  Note:  Refunds are typically processed within 4-7 weeks.
The above said, we now proceed to consider this matter closed and thank Mr. [redacted] for having considered our prepaid services and remind him that we remain at his eager disposal if we may be of service in the future.

We thank Mrs. [redacted] for allowing us to readdress her individual matter and extend our sincere apologies that she once again exhausted such efforts. 
size="3">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]

I apologize if my original response was misinterpretted or deemed unsatisfactory, as my intent was to effectively clarify and or resolve any lingering issues.  That said and having since had my Customer Relations colleagues assist with such matter, we've confirmed that the related [on file] CVV2 was in fact correctly entered [on their end], but nevertheless declined [for reasons unknown to them/us] by the card issuer.  Thus, not allowing our system to previously collect the Auto-Recharge Program associated payment.
With regards to the "why such wasn't previously explained to our valued customer"?...  I regretfully, cannot offer insight on such, but do advise that I've since shared this feedback with my interdepartmental colleagues for the pupose of their:  (a) Addressing such in a more effective [real-time] manner going forward and/or (b) Their taking all feasible actions to prevent a similar scenario from reoccuring.
I sincerely hope that Mr. [redacted] deems this update to be more satisfactory and otherwise ask that he consult our aformentioned Customer Relations staff at ###-###-#### for real-time assistance.

We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion or misunderstanding(s).  We reassure him that we remain committed to his satisfaction, as is/was evident by the [prior] repeated efforts by our Customer Relations...

staff members who exhausted valiant, yet ultimately futile efforts to accomodate our valued customers requests only to subsequently learn that such wasn't possible because his number simply doesn't meet the relevant promotion-specific requirements... I equally apologize if the genuine "good intentions" of our Customer Relations staff added to the overall, inadvertent confusion.
In conjunction with our aforementioned commitment and having reviewed the particulars of his individual concern I regretfully concur that his [redacted] prepaid mobile number of ###-###-#### isn’t eligible for the currently advertised and temporary auto-recharge program (ARC) related promotion, as said promotion is for new enrollees, i.e. those that enroll within the immediate 6-month period after the promotion commencement date of 02/19/14.  Note:  [redacted] aforementioned number enrolled on 12/28/13.  (Please see [redacted] for more supportive details).
That being said and as refunds are equally unwarranted, I've instead taken the liberty of:  (1) Extending the airtime expiration date of our valued customers herein-referenced [redacted] prepaid mobile number to 08/01/14, i.e. affording an extra and complimentary two week period of service, (2) Have reset all plan-specific allowances, e.g. data balance, etc., (3) Have manually adjusted his ARC schedule in accordance with such so that the next payment isn’t systematically collected until 08/01/14 (Note:  Prior schedule dictated a 07/17/14 automatic payment collection date as the service was set to expire on 07/17/14).
We certainly hope that[redacted] finds our response and overall actions to be to his satisfaction and otherwise close by respectfully reiterating that his/her above-referenced number unfortunately doesn’t qualify for our currently advertised auto-recharge program related [temporary] promotion and nevertheless thank him for his time and patronage.
Sincere Regards,
[redacted], Sr. Manager of Compliance and
Regulatory / Risk Management Dept.
[redacted]

We again thank Mrs. [redacted] for allowing us to re-address this matter and again extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experienced. I re-assure her that we remain committed to...

her satisfaction.
In conjunction with said commitment and in an effort to effectively re-clarify matters, I respectfully [again] draw everyone's attention to the area our current TERMS & CONDITIONS entitled UNLIMITED PLAN ABUSE at [redacted] where the following is publicly advertised:
UNLIMITED PLAN ABUSE For 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 abnormally 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 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.
The immediately aforementioned being said and while it remains mutually preferred and genuinely desired for all of our other H2O BOLT customers alike to enjoy uninterrupted service, Terms, Conditions and policies nevertheless apply and must be adhered. And 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 notice. Given her statements, I presume that this is what previously transpired in her case.
The above being said, I’ll again be restoring her H2O Bolt services (and granting a new, complimentary month of service) and again respectfully implore her to be more wary of her use going forward, as well as that of any family member or guest that may simultaneously rely on her 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 ensue. I also recommend that she power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity.  I'll also have one of our supervisors reach out to her via telephone so that they may potentially address any additional concerns that she may have, as we too hate to readdress this issue every few weeks or months.
The above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closed.
Regards,
[redacted], Sr. Manager
Customer Relations Operations

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

We extend our sincere apologies to [redacted] for any mutually undesired confusion or misunderstanding that he may have individually experienced.  We reassure him that we remain committed...

to his satisfaction, as I hope is evident by the equal amount of time that our support staff have afforded him to date.In conjunction with said commitment, I advise that I too have now reviewed the details of his ###-###-#### H2O Wireless GSM prepaid mobile number and concur that all is in order on our end, i.e. all plan/service-corresponding features are available and enabled on our end.  In fact, all available call logs under his aforementioned number also support that call-forwarding is functioning and being used (in addition to voice, text, etc.).The above being said and aside from re-attempting "basic" troubleshooting, our ability to be of any additionally feasible assistance on "handset" issues, is unfortunately very limited, particularly when a non-Locus (i.e. subscriber provided) handset is involved, as is the case in this instance.In closing, if in fact this isolated matter remains unresolved [per Mr. [redacted]], the option of transferring the relevant number to an alternate service provider remains available to him through 10/18/14 as the H2O service is set to expire on 10/19/14.  The relevant mobile number will be recycled and reassigned thereafter.  *Note:  Refund consideration will be contingent on what transpires (to include updates) in the immediate future, as thus far, no refund is warranted.We remain at Mr. [redacted]'s disposal and await his kind updates on this isolated matter.

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] device and have granted it a complimentary month of service, i.e. new expiration date is 10/11/14.  I’ve also reversed her $50 online payment from 08/20/14 and note that said refund should be available to her within 3-7 business days, though actual processing times vary by financial institution.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 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]Risk Management Department[redacted]

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]...

[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.

We thank Mrs. [redacted] for allowing us to re-address her individual concern and extend our heartfelt apologies for...

any inadvertent delays, misunderstanding, confusion and or inconveniences experienced. I assure her that we remain committed to her 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 [redacted] where the following is publicly advertised:
UNLIMITED PLAN ABUSE For 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 abnormally 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 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.
The immediately aforementioned being said and while it remains mutually preferred and genuinely desired for Mrs. [redacted] and all of our other H2O BOLT customers alike to enjoy uninterrupted service, Terms, Conditions and policies nevertheless apply and must be adhered. And 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 notice. Given her statements, I presume that this is what previously transpired in Mrs. [redacted] case.
In light of such and anticipating that I’ll be restoring Mrs. [redacted] H2O Bolt services (and granting a new, complimentary month of service) and respectfully implore her to be more wary of her use going forward, as well as that of any family member or guest that may simultaneously rely on her 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 ensue. I also recommend that she 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,
[redacted], Sr. Manager

Mr. [redacted], we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and assured him that we remain committed to customer satisfaction.  Mr. [redacted] has the H20 Pay As You Go Plan. With Mobile number ###-###-####.  Our terms and...

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

Revdex.com
Re: Complaint ID# [redacted]...

[redacted])
In response to the above matter, we extended our sincere apologies for any misunderstanding that might have occurred.  I reassure Mrs. [redacted] that Locus Telecommunications (H20 Wireless) remains committed to customer satisfaction.  

Our records indicate that you have a Pay As You Go Plan.  Records further showed your account balance was due to expired on 2/16/2016 the account had a remaining balance of $5.60.  Normally we recommend customers to replenish at least the day before the expiration date to avoid losing their account balance.

Our terms and conditions states:
18.  Prepaid Refills.  H2O Wireless Monthly plans expire 30 days after loaded to your account. H2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill card. Unused minutes or data allowance do not roll over. If you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.e. no stacking). Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill card. If your account balance falls to zero while you are on a call, the call will be disconnected. If your account is inactive, you will not be able to utilize your wireless device for any purpose. Your account and phone number will be cancelled if the balance remains at $0 for 30 consecutive days or more. H2O refills can only be used with H2O Devices. Credits cannot be transferred from one account to another.  If your account becomes inactive, we may de-activate your account and you may lose your phone number. If you wish to use Services after your account has been de-activated, call Customer Service for reactivation. There may be a charge to reactivate and we cannot ensure that the same phone number will be available.
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Out of courtesy, we credit the $5.60 back into her account.  Expiration date is 05/17/2016

That being said, we consider this case satisfactorily resolved.


Regards,
Compliance Coordinator
Locus Telecommunications LLC

Good Day,  We thank our valued customer for this additional information and advise that someone from our support staff will be attempting to contact him via the telephone number he's offered.  They, will serve as a liason (if needed) between the underlying carrier (i.e. AT&T) as needed.

I am rejecting this response because:
I haven't yet received the SIM card. It has been a week already. When should I expect it?

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]