Locus Telecommunications, Inc.

March 1, 2016
Revdex.com
Roman" size="3"> [redacted]
Complaint ID# [redacted]
*
In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred.  I reassure [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 MDN [redacted] balance as of 1/20/2015 was $28.29

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.
[redacted]


Please keep in mind expiration dates to avoid losing your account balance. out of courtesy and due to any misunderstanding we will process a onetime credit by putting your account balance back, a total of $28.29 The new Account expiration date is  03/11/2016 please add minutes to avoid losing your balance.

That being said, we consider this case satisfactorily resolved.


Regards,
Compliance Coordinator
Locus Telecommunications LLC

I extend our sincere apologies for any genuinely inadvertent oversight, as it appears that while my colleagues reinstated the overall service (thus, allowing our valued customer to subsequently replenish it, bringing the service expiration date to 01/13/15) they obviously and regrettably failed to grant the extra month of [complimentary] service.  In light of such, I've now [personally] granted two months of complimentary service on the relevant H2O BOLT device.  Thus, extending the service expiration date to 03/14/15.  In doing so, I respectfully reiterate that the partial results of our prior efforts were the direct result of a simple and honest oversight.  I thank Mr. Bruno for allowing us to once again readdress his individual concerns and wish him and his the best of Holiday Seasons.  [redacted], Sr. Manager of Customer Relations

Good Day,  I again express my sincere apologies to Mrs. [redacted] for her mutually undesired experiences.  Having had the opportunity to recently readdress this matter with her via email (see attached), I now confidently advise all concerned parties that we're collaborating on an amicable...

resolution which I expect to be realized in the weeks to come.  That said and unless we're otherwise advised by Mrs. [redacted], I will proceed to consider this case/complaint to be adequately resolved and will nevertheless continue to work with Mrs. [redacted] directly.

I am rejecting this response because:
I have reviewed the response made by the business in reference to complaint ID [redacted], While I accept the refund of $170.00.  I feel H2O should provide a full refund including the $10 shipping.  I spent more than 5 hours over several weeks trying to resolve this, be it on the phone or spending time returning the defective equipment.  In regards with returning the equipment I spend additional money purchasing packing material to ensure a safe delivery which I am not attempting to be refunded for.
[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.
Regards, [redacted]

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

We thank Mrs. [redacted] for allowing us to re-address her individual scenario and re-extend our apologies for any prior, inadvertent confusion or misunderstanding as I reassure her that we remain empathetic to her unfortunate situation. Whereby, I'm confident that my customer service colleagues...

had no malicious intentions and simply proceeded in a manner consistent with their individual findings or lack thereof and our current policies, i.e. return policies.  That said and as no scenario-specific detailed information has been made avaialble to me via this complaint I'm regretfully, unable to offer any feasible assistance at this time and will instead attempt to reach out to Mrs. Danielle via her herein-stipulated daytime telephone number later today in an effort to obtain such information and subsequently deduce the correct course of action (if any).  In the interim, I respectfully note the following:1) If in fact Mrs. Danielle is an unfortunate victim of fraud, it remains in her best interest to discuss this matter with her card-issuer, so that she may dispute the alleged unauthorized charges & take the necessary steps to prevent any additional unauthorized charges.2) Our herein-referenced H2O Wireless GSM service is exclusively prepaid. As such, end user identity is never established via formal contracts or service agreements.3) As is concisely conveyed within the "Return" area of our [current] Terms & Conditions at https://www.h2owirelessnow.com/mainControl.php?page=Tc#return prepaid airtime is simply non-refundable. 4) If in fact fraud has occured, we're victims too, i.e. victims are typically compensated by their financial institutions, but the merchants have the associated funds removed by way of a "chargeback"....  This, despite goods/services being previously provided. All in all, I look forward to speaking with Mrs. [redacted] in the hopes of reaching an amicable resolution to this matter, even if we remain unable to accommodate her desired refunds... Updates to follow.

We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent misunderstanding and or delays in our responding to this complaint.  We assure all that despite what either may lead to believe, we remain committed to...

satisfaction.
In conjunction with said committment and while we continue to internally investigate the chain of events that led to the deactivation of the herein-discussed H2O Bolt device, we refer our valued customer to our services general Terms & Conditions at [redacted]d where it clearly addresses "extensive amount of traffic", "continous streaming" and other comparable scenarios which are considered to be "abusive" and or "unreasonable" and may dictate termination of service.
Furthermore, we've also taken the liberty of reversing our valued customers 05/01/14 online $50 recharge on the order-corresponding debit/credit card ending in 6639.  Our valued customer should see a refund from us within her bank account within 3-7 business days from today.  This action/refund will stand regardless of our final assessment/findings on this matter, as it's consistent with our aforementioned commitment and further speaks to our genuine, good faith intentions.  Note:  Refunds surrounding the device itself will need to be addressed at the place of purchase as our records don't indicate that it was purchased directly from us.
We close by respectfully reiterating that our final assessment on this matter will follow shortly by way of the Revdex.com online portal or through direct-email with our valued customer.  Whereby, we thank all parties in advance for their continued patience and kind understanding.

The phone number which you can add $5 credits is ###-###-####.
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,

April 8, 2016
Revdex.com
Roman" size="3"> Re: Complaint ID# [redacted])

We extended our sincere apologies for any inconvenience that Mr. B[redacted] might have experience while using our product. I reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction.

We search our records and were not able to find any direct SIM Card purchase from any of our available channels.  Since the purchase seems to involve a third party business entity and not Locus Telecommunication.  We cannot process a refund.

Due to the inconvenience we have mailed a new sim card to Mr. B[redacted]. The new SIM Card is not active because in order to port a number into our service, Mr. B[redacted] will have to go to our website and go directly to the port in request section.  Once the port is requested the sim will be activated once the port takes place.

Mr. B[redacted], can port the number online [redacted] or by contacting one of our representatives ([redacted] toll free number

Please do not say activate a sim card but Port IN
(if the sim gets active with a new number, it will not be available to use for port)



That being we respectfully consider this matter satisfactorily closed.

Sincerely,
Compliance Coordinator,
Locus Telecommunications, Inc.

Tell us why here...

We thank our valued former customer for allowing us to address this matter and extend our sincere apologies for any prior and or current confusion or frustration inadvertently experienced.  That said and in an effort to clarify matters, we respectfully note that the billing process of our...

former [redacted] international long distance service worked as follows where “[redacted]” (aka [redacted] accounts were concerned:(1)   Upon initial registration a $35.00 USD “authorization” was processed against the account-registered debit/credit card.(2)   This assured us that our then-new customer’s debit/credit card [at minimum] possessed an available $35.00 USD to draw from at the end of the billing cycle.(3)   An authorization is not to be confused with a “charge”, as authorizations are only temporary and “typically” aren’t collected against.(4)   We only collected the monetary equivalent of whatever [redacted] service/account activity actually occurred within a given billing cycle.Having now reviewed any and all billing archives associated with the herein-referenced, former [redacted] account, I humbly reassure all concerned parties that $35.00 USD was never actually collected against any account-registered debit/credit card during said accounts life-span, i.e. 11/08/10-12/31/13.  Whereby, no actions are warranted.We certainly hope that this explanation is deemed satisfactory and otherwise respectfully insist that our valued former customer consult a “Live” teller or support staff member within his card-issuing bank to reconcile his prior payments to us, for the purpose of confirming my statements, i.e. that we never “collected” $35.00 USD, but instead, merely processed “authorization(s)” in such monetary amount.We remain at everyone’s eager disposal and will proceed to consider this matter closed, if we fail to be advised otherwise.  Regards, [redacted], Sr. Manager of Risk Management / [redacted]

Revdex.comRe: Complaint ID# [redacted]) In response to the below matter I open by re-extending our genuine apologies for any confusion or misunderstanding Mr./Mrs. [redacted] may have individually experienced.  I reassure him that despite...

what his individual experience might have been, we remain committed to our customer’s satisfaction. Our records show that Mobile number [redacted] has a $30.00 prepaid plan. Records further showed that some international calls were placed to destination number in Germany the number called appear to be registered as a cell phone number which is not part of the unlimited plan.  Out of courtesy we added $10.00 credit to his International allowance.  At the same time, we also like to share our Unlimited International 50+ Countries by logging into our website. https://www.h2owirelessnow.com/mainControl.php?page=destinationFinderWe would also like to mention that our “Terms and Conditions” further states that some mobile numbers might be subject to rate changes.12.  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 thegovernment 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 Long Distance (“ILD”) balance does not roll over upon monthly plan expiration. ILD 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 rates and fees are subject to change without notice. For current charges and fees, call Customer Service or visit h2owirelessnow.com. You can find the above info at: https://www.h2owirelessnow.com/mainControl.php?page=TcIn conclusion, we remain eager, willing and available to discuss all product/service related matters with Mr. [redacted] by way of our (800) [redacted] toll-free number. [redacted]Compliance CoordinatorLocus 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.
In addition, if the customer representatives and billing department could be more knowledgeable about this promotion and explain the difference between new and existing account in any of the previous conversations, instead of keep promising he/she could fix the problem in he previous several months, it will save both of us time and effects on this issue.
Regards,
[redacted]

thank you so much h20nwireless finally called me back and without your help I don't think they would have called me back so thank you

Revdex.com
Re: [redacted]

size="3">Complaint ID# [redacted]
               In response to the above referenced matter I open by re-extending our genuine apologies to Mr. [redacted] for any confusion or misunderstanding that he may have individually experienced.  I reassure him that despite what his individual experience may have led him to believe we remain committed to customer satisfaction.
Our indicate that Mobile Number [redacted] was under our service and it enjoyed all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted]... It was for this exclusive reason that any plan-corresponding feature and or the service itself was previously, temporarily interrupted.
MDN [redacted] was recharged on January 11, 2016 and the account was deactivated on 2/9/2015 due the previous mentioned reasons.
In conclusion, we remain eager, willing and available to discuss all product/service related matters with Mr. [redacted] by way of our ([redacted] toll free number. That been said we will respectfully consider this matter closed.
Compliance Coordinator
Legal Department
Locus Telecommunications, Inc.

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

([redacted])  
We thank you for allowing us to review this matter.  We would like to reassure Mr. [redacted] that Locus Telecommunications (H2O Wireless) remains committed to ethical business practices and customer satisfaction alike.
 
               Our records indicate that Mr. [redacted] with mobile number ###-###-#### referred a friend to use our services.  As per our advertisement both our current customer and the new customer should receive airtime rewords. The New customer should activate and add air time though the website only in order for both credits to be honored.  Our records indicated that the new customer added minutes using our automatic system.  And for that reason the referral was not fully recorded. 
 
There are instances in which customers use the automatic systems and might experience these issues.  These situations are beyond our control but we rest assured we are constantly and currently working to avoid this situation and to improve the service.
 
The credit rewards has been honored for both accounts.  ###-###-#### and ###-###-####
 
 
We will proceed to consider this matter respectfully closed,
 
 
 
Regards,
Compliance Coordinator
Legal Department
Locus Telecommunications LLC
Tell us why here...

We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion, difficulties and overall frustration that she may have previously experienced.  We reassure her that despite what such may have led her to believe, we remain...

committed to her satisfaction.  That being said and having been previously made aware of the matter, I attempt to clarify matters and offer relevant updates [to Mrs. [redacted]] as follows: 
1.  Expired H2O BOLT devices may be recharged without any Customer Relations intervention and or “extra” steps.  Unfortunately, the same cannot be said for inactive H2O BOLT devices as those devices need to undergo a manual restoration (aka “restore”) process.  Such may be fulfilled by way of
our “Live” Customer Relations staff at ###-###-#### between the hours of 9am-12am ET or online at https://bolt.h2owirelessnow.com/mainControl.php?page=index under the SERVICES tab (upon signing in).  
The previously attempted recharge(s) that Mrs. [redacted] referenced was/were unfortunately voided (thus, resulting in the temporary holding of funds on the credit-card issuers end) because our automated system was unable to replenish her then-inactive H2O BOLT device after the fact.  I again apologize for any confusion that may have derived from said “temporary” holding of funds and if such wasn’t effectively explained to Mrs. [redacted] prior to this correspondence.
2.  We’ve heard Mrs. [redacted]’s prior feedback and have since tested our aforementioned website and have made all feasible modifications in an effort to provide a seamless and satisfactory customer experience.  *Prior issues are believed to have been attributed to web-browser incompatibility, i.e. web-browser and or plug-in updates that may have directly impacted our end user experience, unbeknownst to us.
We’re confident that Mrs. [redacted] will enjoy a more seamless and pleasant online experience going forward, as a result of our aforementioned joint efforts.  To further ensure such and in light of her prior experience(s), I’ve taken the liberty of extending the expiration date on her current H2O BOLT plan by one [complimentary] month.  Whereby, the new expiration date is 07/29/14 as opposed to the prior 06/29/14, i.e. she needs not recharge it until then.
I certainly hope that Mrs. [redacted] finds my response and actions to be more indicative of our aforementioned commitment to her satisfaction and otherwise remind her that we remain at her disposal.

We thank you for allowing us to readdress this matter and apologize for the unusual delay in responding.  That said and having reviewed the claim made by our valued customer we advise that our internal records don't support such.  Instead, all records indicate that all plan-corresponding...

balances/allowances were rendered on 01/28/14 following a $40 recharge/payment.  The same records also indicate that said balances were gradually depleted by way of day to day usage. 
In light of such we'd normally not act as such simply isn't warranted.  Nevertheless, we wish to effectively display our commitment to satisfaction to our valued customer and thus, have applied a complimentary $40 airtime PIN to his relevant H2O Wireless GSM prepaid mobile number, thus extending his expiration date by 30 days (from today) and restore all plan-corresponding feature balances.
We certainly hope that Mr. [redacted] finds our actions to be to his satisfaction and otherwise remind him that our "Live" support staff remain at his eager disposal between the hours of 9am-12am ET via our ###-###-#### toll free number.
Regards,
[redacted]
[redacted]
[redacted]@locus.net

Revdex.com
RE: ID# [redacted] ([redacted])
 
 
Mr./ Mrs. [redacted] mentions several issues he/she encountered. One is regarding terms and conditions, which all our packaging includes our booklet and reference to go to our website.
 
In regards to his phone being suspended (frozen,) please know numbers can be port out within 60 days from frozen or suspended status. We do not have any issues in providing the pin number or account number to our customer for them to port out.  I apologize again if there was any misunderstanding from our side.
 
Regards,
[redacted]
Compliance Coordinator
Risk Management Department
Locus Telecommunications, Inc.

Revdex.comCase# [redacted] (Mrs. [redacted])In response to the above referenced matter I open by re-extending our genuine apologies to Mrs [redacted] for any confusion or misunderstanding that he may have individually experienced.  I reassure her that despite what her...

individual experience may have led her to believe, we remain committed to customer satisfaction.In conjunction with said commitment we advise that the relevant H2O Wireless GSM Prepaid mobile number ###-###-#### is currently under and active, however phone needed to be reconfigured.  We advised Mrs. [redacted] that her daughter need to contact customer service department to make sure the phone was configured properly. However due to the inconvenience I process a refund to Mrs. [redacted] Credit card date 3/24/2015 in the amount of $60.00In conclusion, we remain eager, willing and available to discuss all product/service related matters with Mrs. [redacted] our ###-###-#### toll free number. That been said we will respectfully consider this matter closed.