Locus Telecommunications Reviews (%countItem)
Locus Telecommunications Rating
Address: 2200 Fletcher Ave Ste 6, Fort Lee, New Jersey, United States, 07024-5016
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The 40 dollars unlimited monthly plan is advertised with a $20 Free International Talk Credit than can be used to call for countries which are not included in the Free international calling option .
However , when I try to call Algeria I get a message that " You dialed a number that is blocked by your plan " . Knowing that Algeria is listed with the countries that you can call and it even give you a rate per provider for the call .
The issue has been going for a while and I tired talking with the customer service department multiple times but they did not resolve it .
So this whole time I've been paying for an advertised service that doesn't exist .
We thank everyone for allowing us the opportunity to resolve this issue. We apologize for any inconvenience
experienced. After receiving this
message, we investigated from our end why the customer has not been able to use
the international calling feature. We
are still working on the issue with our quality department. Also, as of June 1st, the international
calling feature is going to be updated to help fix some of the issues that have
been happening previously.That said and in the interest of “Making Things Right”, we’ve taken the
following step: Thirty days of service will be provided to MDN as a one-time courtesy due to feature not working properly.This will be added on June 17th, 2020.Although our actions are not in direct alignment with the stipulated
“desired outcome,” we’ll proceed to consider this matter to be resolved and
closed, unless we hear otherwise.Regards,R. D *** Vice President | Customer Relations
Complaint: ***
I am rejecting this response because:
The business is advertising a service that is not functional and took no responsibility on fixing the issue despite the numerous calls and communication for almost a year now .
Attached is a document that from one of my communications and it clearly shows that this has been an ongoing problem .
The service is still advertised on the website but it is not functional which means that this is clearly a case of false advertisement .
Since the business doesnt want to solve the issue this will be escalated to the FTC
Regards
I joined this company because they advising for 20 minutes of free international calls and when I tried to use them to call my country and the call did not go through and I get an automated message saying that the company does not cover the area where you trying to call. Therefore, I reviewed the plan I bought and they did not mention any area restriction on the advertisement. then I checked the befits section on the company web site and it was mentioned clearly that any country was not listed on 50 countries for free international call is automatically covered by 10 or 20 dollars free international call. Consequently, my country was not listed on 50 countries for a free call but I picked up a 40 dollars plan with 20 minutes international call which makes me qulify for their offer. I called them the last time on 04\06\2020 around 9:30 but they said we reset your international call and you will be able to call, but unfortunately, the problem was not solved and they kept saying that we will take to the upper management but nothing worked with them and never solved the issue.qualify
Hello, I would like to inform you that the company I complained about was able to solve the issue I complained about.
I have been a H2O wireless user for over a year. On Oct 20, 2019 I received notification my $60 monthly plan will become an Unlimited data plan with 30GB of LTE Hotspot after Nov. 1 upon next recharge as I was starting to look at other cellular services. The Hotspot hasn't worked and I have called customer service a few times trying to resolve the issue. Been told they were elevating the issue to technical department 2-3 times. Once was told that Hotspot just doesn't work. I've tried multiple phones. Today I even tried with a clearly listed as Hotspot compatible iPhone all with the same same/similar result. Each device says "Account not setup for mobile hotspot. To enable mobile hotspot on this device, please go to *** or dial 611." With the exception of the iPhone which says mostly the same thing except to dial 611 or go to ***. I've tried different brands of Android. All the same. During the previous customer service attempt at fixing the issue they offered monthly credit for the inconvenience which never appeared in the account and said have elevated the issue and will be contacted by technical with a resolution again but I haven't heard back from any response. Email and chat that said will be contacted later also never came back later. It has been months! I have said it looks like an account setting from server end or the H2O system. Does Hotspot even work? Why is it being advertised as part of the plan? Hotspot not working on multiple models of phones and ones clearly listed as compatible is highly suspicious. Fix it or stop falsely advertising as such.
We thank everyone for allowing us to revisit this unfortunate
incident. We apologize for any
inconvenience experienced. On March 31st,
one of our agents contacted you to try an assist with setting up the hotspot
feature on your device. However, they
were unable to get it to work.That said and in the interest of “Making Things Right”, we’ve taken the
following step: A sim card replacement was sent to the address provided in this complaint (Tracking# ***.We are currently awaiting for the customer to receive the new SIM card
and contact our Customer Service department in order to change the SIM card and
see if the issue can be fixed. Although our actions are not in direct alignment with the stipulated
“desired outcome,” we’ll proceed to consider this matter to be resolved and
closed, unless we hear otherwise.Regards,R. D *** Vice President | Customer
Relations
I purchased a phone and h20 services three months ago from a provider in Tunica, MS. I went in today Feb. 14, 2020 to refill services and did so successfully for about 15 minutes. When I contacted customer services I was advised that the services was refilled for 40.00 successfully but I needed a new sim card. After getting a new sim card I still had no services so I was told to purchase a new phone but the provider did not have another phone other than the one I already had. I have spent 40.00 on services and got a new sim card 15 value and I still have no services at the peak of my business season and I have a funeral tomorrow.
We thank everyone for allowing us the opportunity to resolve this
issue. We apologize for the
inconvenience experienced. After
receiving the complaint, we investigated the reason as to why there were
service issues with the mobile device number (MDN) . From our end, we could not detect any service
interruption after the SIM card was replaced. Since the point of purchase of the SIM card and phone were done at an
H2O Wireless authorized dealer store, a refund could not be issued from our end. That said and in the interest of “Making Things Right”, the following action
was taken:For being a loyal customer, and due to the inconvenience experienced, a one month extension was provided to the number . The new expiration date is April 13th, 2020.Although our actions are not in direct alignment with the stipulated
“desired outcome,” we’ll proceed to consider this matter to be resolved and
closed, unless we hear otherwise.Regards,R. D *** Vice President | Customer Relations
Deceptive advertising on this webpage ***
The 5GB, 10GB and 15GB plans all clearly state 4G LTE data speeds up to a the specified data limit and then slower speeds afterwards. The "UNLIMITED" plan however says nothing about slower speeds after reaching a specified data limit. The only place it says this is at the very bottom of the webpage in tiny print in the middle of a paragraph that speeds for the "UNLIMITED" plan would be slowed after passing the 30GB limit. So, it isn't an UNLIMITED plan...its a 30GB plan.
We thank everyone for allowing us the opportunity to resolve this
issue. We apologize for the
inconvenience experienced. After receiving
the complaint, we investigated how the information for our unlimited $60 plan
is advertised within our website. Although
it is not prominently featured on the initial page, the details for the $60
unlimited plan are located when you click on the “Monthly Unlimited Plans”
under Shop. Also, within that same page,
when scrolling to the bottom portion, there is further details about the $60
plan. We apologize if you felt it to be
deceptive as that is not our intent. That said and in the interest of “Making Things Right”, the following
actions were and will be taken:Due to the inconvenience experienced, a refund of $55.73 for the order number *** was issued to card ending in ***.The funds will be available within 5 to 7 business days.For being a loyal customer, a free month of service will be issued to the two numbers still with H2O Wireless on March 22nd, 2020.As our actions are in direct alignment with the stipulated “desired
outcome”, and unless we hear otherwise, we’ll proceed to consider this matter
to be effectively resolved and closed.Regards,R. D ***, Vice President | Customer Relations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
On 1/27/2020, I went to *** a cell phone store where I was offered a prepaid service via H2O. I paid $126.81 which included the first month's payment of $60. The next day my texts with pictures stopped working. I spoke to H2O and was informed that their servers for the function was down and would not be up until March or April 2020. Also, it was noted that the facetime feature did not work as well. I returned to *** and shared the update. After they tried to make the features work to no avail, H2O confirmed what I said. *** advocated for me to be refunded but H2O refused. All they wanted to provide me with is $25% off of next months bill, as if I planned to remain a customer despite being limited in using the services they are supposed to provide. I needed to cancel because not being able to send or receive text messages with pictures interferes with my business. How does a business take your money and then refuse a refund when important features do not work. I only had the service for two days before I attempted to be refunded. On the same day that I attempted to be reimbursed, *** attempted to switch my service over to another provider. However, H2O had to release my telephone number that I ported in. That was a hassle and could not be completed because of H2O. They reluctantly provided us with the account number and pin, only to turn around and tell us that the account number and pin we had to provide to them was wrong. The attempt to fix this problem lasted four hours in *** although the store was officially closed at the time. Ultimately, I lost more money, $25.00 for a sim card because *** was unable to activate my service with another provider because of H2O. So in total, I am seeking $151.81. I would like my money back immediately.
We thank everyone for allowing
us the opportunity to attempt to resolve this issue. We apologize for any
inconvenience. On January 27th, 2020, the customer went to a
store that sells H2O Wireless products and ported in mobile device number
*** under the $60 monthly plan. The next day, however, his
picture messaging was not working. After attempting to troubleshoot with
an H2O Wireless customer service agent, the customer was informed that the
device was not compatible at the moment with certain features which included
picture messaging. He was further informed that a solution was in the
works but would not be available until March or April. In the meantime,
he would be offered a 25% refund every month until the issue was fixed.
The customer did not want that and returned to the store where the transaction
occurred to get his number switched to another service provider.
As per our telephone
conversation, we advised you to go the store to obtain a refund in regards to
this matter. The reason we ask you to go to the store is that the point
of sale occurred there. The retailer has full discretion and control of their refund/return policy. Although our actions are not in
direct alignment with the stipulated “desired outcome,” we’ll proceed to
consider this matter to be resolved and closed, unless we hear otherwise.
Regards,R. D, Vice
President | Customer Relations
Complaint: ***
I am rejecting this response because:
MESSAGE FROM BUSINESS:
We thank everyone for allowing us the opportunity to attempt to resolve this issue. We apologize for any inconvenience. On January 27th, 2020, the customer went to a store that sells H2O Wireless products and ported in mobile device number *** under the $60 monthly plan. The next day, however, his picture messaging was not working. After attempting to troubleshoot with an H2O Wireless customer service agent, the customer was informed that the device was not compatible at the moment with certain features which included picture messaging. He was further informed that a solution was in the works but would not be available until March or April. In the meantime, he would be offered a 25% refund every month until the issue was fixed. The customer did not want that and returned to the store where the transaction occurred to get his number switched to another service provider.
As per our telephone conversation, we advised you to go the store to obtain a refund in regards to this matter. The reason we ask you to go to the store is that the point of sale occurred there. The retailer has full discretion and control of their refund/return policy. Although our actions are not in direct alignment with the stipulated “desired outcome,” we’ll proceed to consider this matter to be resolved and closed, unless we hear otherwise.
Regards,
R. D, Vice President | Customer Relations
_______________________
In response to the above response from H2O, there are some inaccuracies. I was not offered a 25% discount every month until the issue at H2O was resolved. I was offered a one time 25% discount. I use picture texts for work as I required to text my work to my boss several times per day. On 2/22/2020, I spoke with *** from ***. She called me to find out how I was doing with my H2O service. I advised her that I no longer received the service. When explained further, she contends that all funds are sent directly to H2O. Please be detailed about how your company and *** perform your business together. This back and forth blame game is very concerning. Thank you ***
Regards
We apologize for the continued
inconvenience that this issue has caused you. Since the original point of
sale has not offered you the refund, we will be issuing you a refund for the
amount spent. You will receive a refund check within the next 5 – 7
business days at your personal address.
As our actions are in direct
alignment with the stipulated “desired outcome”, and unless we hear otherwise,
we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D, Vice
President | Customer Relations
My account at H2O Wireless is . On August 19th 2019, I found all my $60.66 account balance at that time was disappeared, and my balance became $0. I contacted the H2O Customer Care and they said there was a high 637MB of data usage consumed on my account on August 11st, 05:06:17 AM EST. Actually I didn’t use that big volume of data at that time (5:00 AM) and I always keep my mobile data off. In addition I didn’t get any notice in message about this transaction as I usually do when there is cost on my account.
I told the Customer Care this was suspicious and could be a system error or fraud usage. They didn’t investigate and could not provide any details of the consumption of the data. They just repeated the same information back and force for many times and did not give me the balance back. I want to dispute this data usage and get my credit back.
We thank everyone for allowing us the opportunity to resolve this issue. We apologize for the inconvenience experienced. After receiving the complaint, we investigated the reason as to why there was a consumption of the balance for mobile device number (MDN) . From our end, we could not find a specific reason as to why this would happen. There were no glitches detected in our system that could explain how the balance was used up on August 11th, 2019.
That said and in the interest of “Making Things Right”, the following action was taken:
· For being a loyal customer, and due to the inconvenience experienced, a balance of $70 was added to the number . The expiration date on the account was also extended a month. The new expiration date is May 12th, 2020. As you are also an auto-recharge customer, the date has been adjusted to match the new expiration date for the number.
As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards
I am rejecting this response because:
I appreciate the response from the company for resolving this complaint. This is satisfied
Regards
Great service. No complains. The time I had to contact the customer service, the issue was fixed.
I was on a $20/month plan. I paid the $20 for the new month about 3 days before this happened.
I saw an advertisement that said a $60/month plan would give me hotspot access.
I made a phone call to switch to the $60/month plan. I confirmed with the person that the $60/month plan would indeed give me hotspot access.
Switching to the $60/month plan canceled my $20/month plan with no refund. (They told me this beforehand so I'm okay with this)
But I didn't get the hotspot access I was promised.
I made several phone calls to the customer service in order to get my hotspot access.
One of the customer care people told me my issue would be resolved within the next 2-24 hours.
I called after about 24 hours because I still didn't have hotspot access.
A different person picked up. After talking about the issue for a long time, the person told me that he's not sure how much longer it will be before I can get access to the hotspot.
I asked for a refund.
The subscription got canceled and I didn't have any phone service for a few days.
I checked my bank account but there was no refund.
I made a call to the customer service.
"Oh your refund did not get approved" was the answer.
Had I not made the call to check, I think this company would have just taken my money and not even given me any service.
I made another call to the customer service. After talking for a while, she said there isn't anything she can do at this point and I should contact the customer care team.
I wrote a complaint to the customer care team.
The system said I will get a reply within 48 hours.
I wrote that on Friday. It is now Tuesday night.
It's well past 48 hours.
To be fair, they might have meant two business days.
It's been two business days.
Did they mean 48 business hours? Ridiculous.
Please don't advertise what you can't deliver. Please.
We thank everyone for allowing us the opportunity to resolve this issue. We apologize for the inconvenience experienced. The customer upgraded from a recently paid $20 month plan to the $60 month plan in order to be able to use the hot-spot feature on his iPhone 6s. However, after several days of troubleshooting the issue, the feature did not work on his device.
That said and in the interest of “Making Things Right”, the following steps were taken:
· As a one-time courtesy, the previous $20 plan was reinstated for the customer due to the inconvenience experienced as well as seeing that there was little to no usage for that plan in the 2 days it was active.
· The payment made of $55.95 was refunded to the customer’s card ending in ***. The funds will be available within 5-7 business days.
As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D ***, Vice President | Customer Relations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
My phone number was illegally ported from *** Wireless to H2O. This action is tied to an attempt to commit fraud and so return of my phone number is very important. The individual who ported the number to H2O attempted to open a credit card in my name and gained access to one I already had. Attempts to communicate with H2O about the number have been futile. I am bedridden and my phone is a lifeline. My friend and mother spent 4 hours at a local *** store trying to get the number ported back over and H2O's customer service. They were hung up on several times, give misleading information, and displayed a lack of interest. We did get what is, supposedly, the account information but when *** attempted to port the number back H2O blocked the transfer. Finally the *** store was able to speak to somebody who indicated we had to email them to get this resolved. The manager of the *** store did so but there has been no response. We had never heard of H2O before. Somebody actually called them for us and gave their name (not mine and almost definitely not the thief's) and the customer service gave them the sim card for the phone used by the thief. If they give out information that easily then it makes sense why H2O would be a great phone company to help commit fraud. The fact that they have no locations and instead require dealing with non-US call centers means there is little we can do to get this problem addressed. The stress of this situation has been horrible and has impacted my physical health.
We thank everyone for allowing us the opportunity to resolve this issue. We wholeheartedly apologize for the inconvenience experienced with this unauthorized port issue. After receiving this notification, we notified you as to the proper steps to take in order to get your phone number brought back to your old service provider, *** Wireless. Your service provider needed to send a formal email request from their domain and once received we would provide the carrier further instructions on how to port out the number. The request we received originated from a store that sells *** Wireless, not the actual carrier itself.
That being said and in the interest of “Making Things Right”, the following step was taken:
· As a one-time courtesy, we provided the account number and pin via phone conversation (on call-back number ) as well as via email ***.
· The MDN was ported out on 11/22/19.
As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D ***, Vice President | Customer Relations
Hello , I have been a customer for 8 years and while system issues are inevitable, h2o has always fixed my problem and their staff always polite and helpful.
Dear ***, thank you for the feedback and for being a loyal customer.
Noted a duplicate charge for my prepaid service, upon contacting H2O Wireless, the rep advised that the only resolution is to dispute charges with my credit card company. So I did just that, charges were Sept 27th and then again Oct 4th(Should be prepaid service every 30 days). Once I pursued the dispute with the credit card company, H2O Wireless disconnected my service on Oct 15th without any notice. I am paid for until Oct 27th. I contacted the company several times on Oct 15th to ask why this happened and never got a straight answer. I tried to therefore port my number to another provider so I can have cell service as its my only means to stay in contact with family and my employer, and once again H2O Wireless decline to provide my account info and then blocked the porting for taking place. *** was unable to port my number to their company.
We thank everyone for allowing us the opportunity to attempt to resolve this issue. We wholeheartedly apologize for the inconvenience experienced. The issue arose when the customer’s MDN was deactivated on October 15th, 2019 due to a double charge made on September 27 and October 4. This action was accidental and once the mistake was realized, the number was reactivated. However, during the time it remained inactive, the customer initiated port out procedures that were rejected due to the number being inactive. Once the number became active, the customer was unable to port out the number, but on our end it showed that the number was ported out. A trouble ticket was opened with our underlying carrier to get the number back into our systems.
That said and in the interest of “Making Things Right”, the following steps were taken:
· On October 22, 2019, the number was brought back to H2O Wireless by our underlying carrier. The customer had his new service provider submit a port out request for it. The MDN was ported out that same day.
· As a courtesy, the last 2 payments made, a total of $84.04, were refunded to the customer on 10/18/19. The funds should be back in the card ending in *** within 5 – 7 business days.
As our actions are in direct alignment with the stipulated “desired outcome””, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D *** Vice President | Customer Relations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I set up my daughter’s account for auto recharge with H2o wireless every 90 days for $10 and when I had to update my account I noticed that they have been taking money every 7 days in the amounts of $18.00 for 9 times, $19.36 for 5 times, $19.41 for 4 times, $19.40 for 4 times, $19.42 for 2 times for the total of $452.88 between March to September what should have been charge was 30 dollars at $10 every 90 days, so I was over charge for $422.88. What I have been asking for is a refund for the amount overcharged for the total of $422.88 I have been told that they are unable to refund for there computers do not allow them to go back to March. I believe someone in their organization is able to get in their computer system and fix the problem. To this point they have done nothing to fix the problem. I was told when I first contacted them someone would call me within 24 hours and then 48 hours later I contacted them again and now everything from March through most of May is now gone from there system. This tells me someone is trying to cover up the problem. We can no longer get a satisfactory answer from H2o wireless and this is why we are contacting the Better Business Bureu so we can get our refund for the amount overcharged. Thank you for your consideration on this matter. Thank you very much! *** my cell# and my email address:
We thank everyone for allowing us the opportunity to attempt to resolve this issue. We apologize for any inconvenience. On February 24, 2019, the customer enrolled the mobile device number for our auto recharge program. The number is under to the pay as you go plan. Contrary to the customer’s belief that the enrollment was for $10 every 90 days, the enrollment was done for $20 every 7 days.
During the time that the customer enrolled, there were no detected malfunctions with the auto recharge system that would have caused a change of the payment or the terms. If chosen, the account would have been recharged every 90 days for $10. As per our terms and conditions, account balances are not refundable. Also, from the time of activation until now, there is usage that would not be possible had the payments been $10 every 90 days.
That said and in the interest of “Making Things Right”, the following steps were taken:
· As a courtesy, on October 5, 2019, the last six payments ($116.44 total) made by the customer were refunded to the card number ending in 9180.
· The expiration date has been extended to 6/4/2020, during which time, the auto recharge will take place.
Although our actions are not in direct alignment with the stipulated “desired outcome,” we’ll proceed to consider this matter to be resolved and closed, unless we hear otherwise.
Regards,
R. D ***, Vice President | Customer Relations
If this the best they can do just refund the 306.60 to our bank accountthen close the account for that 38.32 a month can be better spent withanother carrier that is a lot of money for service for a 12 year old my wifecontacted the company yesterday to get this refund and could not get to thebilling office and never received a returned call. Thanks! *** Mycell # Sent from my iPhone
These people will trick you.. they call a plan $20month but they charge you $20/week!! don't use them, its not worth it!
Hello Jeff, Sorry about the experience with our products, Please give us the opportunity to make things right. email us at
I have 2000 points in my account, on Jul 8 2019 I want to redeem it, but H2o system didn't working, I chat with H2o support Rep Dom, he said will credit $20 to my account for these 2000 points. but until today they still not credit that $20 to my account and said the points have been expired. below is our conversation:
H2OWIRELESS Dom-H2o:
You have use 1000 points out of the 3000 points already ***.
17:50
***:
yes, now have $20
17:51
H2OWIRELESS Dom-H2o:
I can submit the case to be rewarded for the remaining 2000 points as a credit on your account.
17:51
***:
ok thank you
17:51
H2OWIRELESS Dom-H2o:
You are very welcome ***.
17:52
H2OWIRELESS Dom-H2o:
I will go ahead and submit this ticket for you
We thank everyone for allowing us to revisit this unfortunate incident. We apologize for any inconvenience. The issue arose from the reward points becoming expired after the customer attempted to use them.
That said and in the interest of “Making Things Right”, the following step was taken:
· $20 credit was provided to the customer’s phone number
As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D ***, Vice President | Customer Relations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank you very much for your great working!
Regards
I brought a sim card from *** from H2O,I call the company above activation a phone that I have an lg stylo2 from sprint they said it would work,than he asked for the payment for the phone service with taxs it was 31.45 cent they tryed to activat the phone and it didn,t work I have bars but the phone did not work.I tryed another phone that was unlocked from sprint that stated thought the Revdex.com system that they will unlocked the phone so I tryed it in that phone and it still didn,t work.so I asked for my refund of 31.45 than they reply no refund,but they did not say in the begining there was not refund until I asked them for it.they got my money and I don,t have a phone.I did think that company can keep your money and not give you services,that is not right.I will not mess with H2O again and if anyone thinking about this company I will tell them to stay away from them.H2O is nothing buy a ripoff company to keep your money
We thank everyone for allowing us to revisit this unfortunate incident. We apologize for any inconvenience experienced. The reason arose from the customer not having a compatible device to use with the H2O Wireless SIM card.
That said and in the interest of “Making Things Right”, we’ve taken the following step:
· Refunded customer the total of $31.54 to credit card number ending in ***. Funds will be available within 5-7 business days.
As our actions are in direct alignment with the stipulated “desired outcome””, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D ***, Vice President | Customer Relations
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
*** as long as they do what they say they will do.
I have been using H2O wireless for my cell phone for years. On 07/12 I switched to a new plan at lower price which includes 500MB data per month, and recharged. On 07/17, early in the morning, I was surprised to find that I had no data left. I was even more surprised when the customer service told me I used up 500MB during the past few days.
He said I used 200MB data on 07/16 and 07/17, while the fact was that I had no data left since 07/17. This is ridiculous! When I questioned him about this. The representative said he will escalate this case to the corresponding department, yet there has been no reply yet. Apparently something was wrong as what he said contradicted the fact. My life is being affected and I need a solution ASAP.
I have kept the record of my conversation with the customer service and I am willing to provide it whenever needed.
We thank everyone for allowing us to revisit this unfortunate incident. We apologize for any inconvenience experienced. While our system can let us know how many kilobytes were used and when it was consumed, it does not tell us any other specific information such as what application consumed the data for privacy concerns. Data consumption could have occurred in various ways such as an application running in the background or applications updating software.
That said and in the interest of “Making Things Right”, we’ve taken the following step:
1. 1 GB of data has been provided to mobile device number as a one-time courtesy.
In order to avoid this issue from reoccurring, we recommend using WI-FI connectivity when available and always making sure that the mobile data is off when not in use. If that does not remedy the situation, we also suggest upgrading to the $30 unlimited plan. As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D ***, Vice President | Customer Relations
I am being told that 1 of my phone lines has been restricted from voice services for abuse. However no one will tell me what triggered the abuse so I can attempt to prevent or address in the future. I have also been denied the ability to speak to the manager or above level as agents and supervisors don't have the answer.
We thank everyone for allowing us to revisit this unfortunate incident. We apologize for any inconvenience experienced. The number lost its voice services due to the fact that there were multiple days in which calls exceeded 8-10 hours at a time. Even though the service we provide is unlimited, when there is high usage detected that exceeds the average usage of the marketplace in which the mobile device number (MDN) is a part of, the number is flagged and the service discontinued.
That said and in the interest of “Making Things Right”, we’ve taken the following steps:
1. The voice services have been reset for MDN ***
2. A week extension has been provided due to the inconvenience experienced. The new expiration date is 7/27/19 (the auto-recharge date has also been changed to this new date)
In order to avoid this issue from reoccurring, we recommend a limitation on the duration of calls that are made at a time. As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D *** Vice President | Customer Relations
...
I am planning to switch from current cell phone carrier to H2O, So I already placed my order to purchase the plan and SIM card for my wife and me, I placed the order on Friday June 28th, 2019, and they offered me 3 shipping options as following:
1) free shipping between (3-5 business days).
2) pay $10 to expedite shipping between (2-3 days including Saturday as a business day as they mentioned on their website).
3) pay $25 to deliver next business day.
I choose to pay $10 to expedite the shipment between (2-3 days including Saturday as a business day), while when I got the tracking number it showed that the delivery date should be on Wednesday July 3rd, 2019, which is 5 days from Friday June 28th, 2019. (Friday, Saturday, Monday, Tuesday & Wednesday)
I called the customer service 3 times on Monday, July 1st, 2019 and they said will forward your call to the billing department then the line disconnect at the 3 times I called, and nobody call me back from H2O to continue my call.
This morning, Tuesday July 2nd, 2019 I opened chat with H2O customer service, and the associate told me that I already choose the free shipping between (3-5 business days) which is incorrect, and I tried to get a $10 refund for shipping I paid (for nothing) and they told me we can't refund for shipping.
and I have the following documents:
1) Copy of my order.
2) Shipping tracking number.
3) Copy of shipment details confirming the delivery date.
4) Screen shots from the chat with H2O customer service.
We thank everyone for allowing us to revisit this unfortunate incident. We humbly apologize to our potential customer for this experience as it seems that there was some confusion in regards to when the package would be delivered. Since the customer placed the order after 2:00 PM (EST) on a Friday, the order was actually processed on the next business day. The processing of an order does not include Saturdays. The shipping, however, does include Saturdays. For example, if the customer placed the order on Thursday at 12:00 PM (EST) and selected the $10 shipping option, the package would be delivered by Saturday.
That said and in the interest of “Making Things Right”, we’ve taken the following step:
1. Refunded customer the total of $40.54 to credit card number ending in 8336. Funds will be available within 5-7 business days depending on the banking institution that issued said credit card.
Again we apologize for the inconvenience that was experienced. As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. ***, Vice President | Customer Relations
We thank everyone for allowing us to revisit this incident once more and to try and make it right for the customer. When the refund was initially issued, there was a typo that caused the customer to only receive $30.54 back. However, upon revision, we have been able to refund the additional $10 to the customer’s credit card number ending in 8336. We apologize for the inconvenience experienced.
As our actions are in direct alignment with the stipulated “desired outcome”, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
***, Vice President | Customer Relations
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Regards
I have used H2O wireless cell phone service for years. I picked $40 per month and set auto-paid. In the advertiser of H2O wireless they offer 10%off for auto pay customer, but I have been charged $40 every month in recent 4 years. I just found out this problem and called H2O customer service and be transferred to the financial department. Their manager said the reason about overcharged me is my SIM card is too old. So they sent me a free new SIM card and one month free and promised to charge me $36 (10%off from $40) from July 2019. But I received my bill this month with nothing changed, still $40. I called the financial department and got the answer is they can not do anything because I am not qualified for 10% off. They said this promotion is only for the customer who registered online. I did not see the advertisement mention this condition or notify this when I start the auto pay. I have been overcharged for years and this company put a false advertisement.
We thank everyone for allowing us to revisit this unfortunate incident. The issue derived from the fact that the customer’s number was previously enrolled by a retailer under *** auto recharge program that does not benefit from the 10% discount provided to H2O Wireless customers. When the customer contacted us back on May 1st, 2019, they were sent a free H2O sim card to replace their outdated *** sim card as well as provided with a free month of service. However, the number did not receive the discount for the payment made on June 30th, 2019 after the modifications were made.
This said and in the interest of “Making Things Right,” we’ve taken the following steps:
1. Updated the auto recharge service to make sure that the 10% discount is provided (payment taken on 7/1/2019 shows that the 10% was provided).
2. A 2 week expiration extension was provided to the account.
3. Issued a refund in the amount of $42.95 (amount paid for on June 30th, 2019); funds will be available in the customer’s credit card account within 5-7 business days depending on their banking institution.
We apologize for the inconvenience that was experienced. That being said, we believe that our actions are suitably satisfactory, and unless we hear otherwise, we’ll proceed to consider this matter to be effectively resolved and closed.
Regards,
R. D ***, Vice President | Customer Relations