Locus Telecommunications

Hello Mando, Sorry about the challenges you had with our products. Please email us at ***.net to discuss options to fix this.

We thank everyone for allowing us to revisit this unfortunate incident. The issue derived from the fact that new configuration settings were sent to existing *** customers in order to update the MMS and Facetime features on their phones. However, when the configuration settings were sent out, it replaced the previous APN settings and caused the customer to lose data accessibility. Recently, the customer has been contacted and it has been verified that he now can use his data service on his iPhone 5s.

This said and in the interest of “Making Things Right,” we’ve taken the following step:

1. Provided customer with a 30 day extension on his account due to not being able to use the internet on his phone (his auto recharge date has also been updated)

We apologize for the inconvenience that was experienced. That being said, 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

We thank everyone for allowing us to revisit this unfortunate incident. We humbly apologize to our potential customer for this experience as further investigation showed that, although package appears to have been delivered, the SIM card was never activated.
That said and in the interest of “Making Things Right”, we’ve taken the following step:
1. Refunded customer the total of $23 to credit card number ending in 5101. 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

We thank everyone for allowing us to revisit this unfortunate incident. The issue derived from the fact that the H2O prepaid wireless number reached its expiration date and no replenishment took place beforehand that would of guaranteed retention of our valued customer’s balance.
This said and in the interest of “Making Things Right,” we’ve taken the following step:
1. Added balance of $60 to H2O wireless prepaid 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

We thank everyone for allowing us to revisit this unfortunate isolated incident which appears to derive from simple human error by a valued customer who has been with us since 2014. This said and in the interest of "Making Things Right" we've now: (a) issued a full $60 refund although there was usage under the new $60 H2O Unlimited Plan, (b) manually changed the plan under the relevant H2O prepaid wireless mobile number ending in 1477 back to the former $10 Pay-As-You-Go (aka PayGo), and (c) manually adjusted the new plan expiration date to equate what it would've been had it been correctly recharged on 05/10/19 (i.e. 08/08/19, or 90-days). As our actions are in directly 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. B, Sr. Manager | Customer Relations

We thank all parties for allowing us to re-address this unique matter and we re-extend our sincere apologies to the complainant for any prior inadvertent confusion or misunderstanding. We reassure her that we remain committed to satisfaction. The above said and with regards to this particular matter, our internal records support that we previously recommended that this matter be alternately addressed by way of the relevant credit card issuer [which approved the allegedly unauthorized payments] because from our vantage point the transactions [then in question] appeared to be legitimate and thus warranted no actions at said point, i.e. payments were successfully approved by card issuer, H2O corresponding service was thereafter-rendered and actively used, etc. Our then-applicable response to such is not to be interpreted as our "standard practice" as it unique to variables of this particular matter as then presented and or found. As otherwise, we treat each matter and individual customer request on a "case by case" basis. It was simply our [then-applicable] position that it was in the complainants best interest to alternately escalate such by way of the card issuer.We thank all parties for taking notice of our current position on this matter and we most certainly hope that the relevant financial institution proved to be of feasible assistance to the complainant. In the end, we remain available if we may now be of any alternately feasible assistance with "this" or any other H2O service-related matter(s).Regards,

R. B, Sr. Manager of Customer Relations

We thank everyone for allowing us to readdress this matter and thus, extend our apologies for any inadvertent short-comings or delays in reacting. The above said and in an effort to proceed in a manner more consistent with our commitment to satisfaction we've now processed there requested $30 refund and respectfully note that we would've normally returned the $27 payment as that one was the "2nd payment" (aka "extra"). We ask that our valued customer kindly allow 3-5 business days to see said credit on the card issuers side. In conjunction with said refund, the H2O account-corresponding EXP DATE has understandably been adjusted accordingly as has any applicable Auto-Recharge account schedule. In light of the above actions and unless we're informed otherwise we'll proceed to consider this isolated matter to be effectively closed. Regards, R. B, Sr. Manager

Hello ***, We are sorry about the challenges you had with our products.

Hello A. ***, Sorry about the challenges you had with our products, our website and our staff. Please email us at *** to confirm your refund and options to make things right for you..

Good Day, We thank everyone for bringing this matter to our attention and note that while we wish to extend some feasible support, we require a bit more details, as follows:

1) What's the relevant H2O SIM number, should be 20-digits long?

2) What's the H2O Wireless GSM prepaid mobile number which was activated under such SIM, if any?

3) What dollar amount (if any) was paid directly to H2O via an H2O owned or operated platform and when, e.g. website, etc.?

We thank everyone for this additional information and respectfully note that "if" it's determined that a refund is due, H2O is only able to refund (meaning "reverse") payments made via H2O directly, meaning, a payment that "we" directly processed and collected. We're unfortunately, yet understandably unable to access, nor take actions on transactions that occurred elsewhere, to include at retail point of sales. All retail point of sale refunds, or alternately (3rd party) website refunds would need to be requested and processed at said location "if" their individual policies allow for such, as we have no authority over individual entity refund policies either.

The latter being said, we nevertheless await the responses to our above summarized questions and sincerely hope to be of some feasible assistance in bringing a mutually satisfying conclusion to this mutually undesired and isolated situation.

We await your future correspondence.

Regards,

Ricardo B.

Sr. Manager of Customer Relations

We're sorry if any potentially lingering confusion or misunderstanding led to our valued customer filing another (see prior case #***) complaint, and for any mutually undesired frustrations. I assure everyone that neither was intentionally.

The above being said, I respectfully note that it was during our staff's several prior communications with our valued customer where we attempted to explain that the relevant H2O Wireless GSM prepaid mobile number unfortunately would NOT systematically benefit from any previously-relevant additional data promotion simply because it wasn't deemed as "eligible".

But that, any then-applicable additional data would need to be manually applied by our staff at the commencement of the two immediately following billing cycles upon their being recharged (for a total of 3 months at a time, including the first month). This was unfortunately to be a temporary, joint effort between our valued customer and H2O.

Consistent with such and in the interest of acting in a more efficient and productive manner, I've now taken the liberty of: (a) adding an extra month of complimentary service under the relevant H2O prepaid mobile number; it won't expire now until 04/03/19, thus, won't need to be recharged/paid until such date, and (b) have added 1GB of complimentary 4G LTE data which is mathematically equal to 2 x 512MBs of 4G LTE data which is what our valued customer would've received (i.e. 512 extra MBs on the 2nd and 3rd cycle/recharge) in total, thus, effectively fulfilling said prior H2O PROMO and rendering us both free from any prior, joint effort(s).

Note: From here on out, the relevant H2O prepaid number will only benefit from any and all current, plan-corresponding allowances/balances, for current H2O Wireless GSM valued customers under the relevant prepaid plan, etc.

In light of the above, we'll now proceed to consider this matter to be effectively addressed and closed, but most certainly remain available to offer any additional H2O-service related support.

Regards,

R. B

Sr. Manager, Customer Relations

We thank all parties for allowing us to readdress this isolated matter which stems from a simple misunderstanding. Elaborating on the latter, I note that the current-day DATA PROMO that the complainant references actually commenced on 12/01/18 as it was part of a few promotions that began during the 2018 holiday season (i.e. December 1st). I respectfully emphasize that said promotion was NOT available when the relevant H2O Wireless GSM prepaid mobile number was ported back in to H2O. Instead, they then benefited from the normal, plan-corresponding high-speed 4G LTE DATA allowance of 3GBs. The intent was that those new lines being activated or ported in under/to H2O under our $30 Unlimited Plan after 12/01/18 and through 03/31/19 would benefit from such extra DATA (i.e. 6GBs in total, per paid month) during their first 3 payment cycles (aka paid "Months"), as long as the corresponding 3 paid months occurred prior to 07/31/19.

As our internal records support, our valued customer, turned complainant was repeatedly educated and clarified on the TERMS of said promotion and that his/her variables (e.g. the relevant number being ported back in to H2O on 11/13/18) regrettably disqualified him/her from the promo. Hence, why our staff was unable to accommodate his/her prior requests for them/us to circumvent the promo TERMS.

We continue to express our since apologies to our valued customer for any misunderstanding and note that the current TERMS of said promotion no longer reference the promotional start date and instead only reference when it ends because of the simple fact that the relevant start date of 12/01/18 has come and gone, i.e. it's behind us. I do however note that immediately prior to the herein-referenced promo commencement date and leading up to 12/01/18 the public advertisement DID in fact announce that said promo was "AVAILABLE 12/1"... Again, said stipulation was since removed because "12/1" has come and gone and thus, is no longer the pertinent focus as essentially ANYONE now activating or porting in a new line under our $30 Unlimited Plan essentially qualifies. *We have now requested that changes be made to the relevant online TERMS to hopefully prevent the same, inadvertent, retrospective misunderstanding from recurring.

The above said and as the relevant H2O number doesn't qualify for the herein-discussed promotion, we've alternately take the following actions in hopes that they collectively support that H2O harbors no malicious intentions, but, instead, remains committed to satisfaction:

1) The current H2O $30 Unlimited Plan-corresponding 4G LTE high-speed data allowance under the relevant H2O prepaid mobile number has been manually reset to equate 6GB's, as a one-time courtesy. Hereforth, "if" the complainant should decide to stay with H2O, the number will benefit from the regular, plan-corresponding allowances.

2) The two $27 auto-recharge payments processed in late 2018 (Nov. & Dec. respectively) have today been refunded. We ask that the complainant allow 3-7 days for said individual refunds to post on the card-issuers end.

We sincerely hope that our combined response(s) and action(s) in response to this herein-complaint are deemed to be consistent with our aforementioned commitment to service and satisfaction, as we'll now proceed to consider this isolated matter to be effectively closed.

Regards,

R. Barreras, Sr. Manager

Customer Relations

We thank all for allowing us to revisit this isolated matter which thus far appears to derive from some simple misunderstanding as from my vantage point it simply appears that our staff proceeded as normal and [what I would believe to be mutually] expected in an effort to safeguard the numbers under our service, meaning, not allow them to be "hijacked" or "taken" by unauthorized parties, NOT to imply that the complainant is an unauthorized party. The relevant process is a simple, yet effective deterrent which helps us identify the caller (as the H2O mobile number-corresponding subscriber) seeing as we don't mandate traditional service agreements, nor contracts with our service, and thus, cannot refer to such for identification purposes.

In short, I respectfully reiterate that all available records simply support that all concerned parties simply tried their best to establish the requesting parties identity, while confirming their relation with the relevant H2O prepaid mobile number BEFORE releasing the then-requested information which would effectively allow them to "take it away"... Again, all were taking the necessary and expected measures to ensure the safety of said number. At no point did anyone deviate from professionalism, nor courteousness, nor intend to needlessly exhaust our valued customers time. *Note: The name under-which the relevant number was ported in to us mere days ago differs from that of the complainant, i.e. more reason to be cautious.

The above said and as we wish not share any sensitive data through this forum, we'll attempt to contact our valued customer during today's business day in hopes of attaining the required information which would allow us to release the PORT OUT-specific account number and password he/she seeks as the relevant number remains under our herein-discussed prepaid service as we speak.

As we confidently expect to "make it right" during today's business day we'll now proceed to consider this matter to be effectively resolved and closed.

Regards,

R. Barreras, Sr. Manager

Customer Relations

Good Day,

We apologize for any misunderstanding and note that H2O doesn't attack it's valued customers, nor do we harbor any malicious intentions, or feelings. We instead focus on facts and or findings.

In this case and in response to the "rejection" wherein the complainant stated:

"Please read my complaint again from top to bottom. I never mentioned that. Please STOP attacking me for no reason. This shows how customer friendly your company responses are."...

I note and effectively clarify that our response was intended to: (a) support our efforts to safeguard the relevant H2O number(s) and to (b) respond to the original DESIRED SETTLEMENT section of the complaint wherein is stated:

"Please provide the account number and PIN numbers for my 3 mobile phones WHICH ARE ON MY NAME and the email address provided"... We simply pointed out that they were NOT ported in under the complainants, name... That's all; no

attacks, just factual responses.

In the end, we remain available to release the requested information, "if" we haven't done so already via another forum/platform, whereas, we'll again proceed to consider this isolated matter to be effectively closed.

Regards,

R. Barreras, Sr. Manager

Customer Relations

We thank all parties for allowing us to re-address this individual matter and thus, humbly reassure everyone that any and all [mutually undesired] prior confusion appears to stem from the relevant H2O prepaid mobile number having recently been recycled, i.e. recycled and reassigned.

Having now reviewed the related internal records in greater detail, I've since taken the necessary corrective actions to ensure that this H2O number now boasts a full 1GB of available H2O plan-corresponding DATA, this, despite any plan-corresponding DATA which may have previously been consumed.

As an additional gesture of good faith, and to further support that we harbor(ed) no malicious intentions, I've also extended the H2O service life-span under this number from the former 12/22/18, to now be 01/21/19, meaning that our valued customer need not recharge it until on or before 01/29/19 in order to avoid an undesired interruption in service.

I sincerely hope that my handling of this isolated and unfortunate matter is deemed to be more consistent with our commitment to "support & service" and I otherwise remind all parties that we remain available if warranted.

I wish all concerned parties a very Happy, Healthy and Safe holiday season.

Regards,

Ricardo B., Sr. Manager

Customer Relations

We thank everyone for allowing us to readdress this isolated incident and extend our apologies to our valued customer for any mutually undesired confusion or frustrations. Having reviewed the complaint I respectfully note that neither H2O nor the underlying carrier [whose national 4G LTE network our H2O service operations on] can independently determine what's unsolicited (aka "Spam") versus what is a friendly SMS/text message. In fact, the only way to truly determine the difference is by forward any unsolicited messages to the underlying carrier directly via shortcode 7726 (SPAM) for them to independently investigate.

The other alternately suggested route is to simply respond with the word "STOP" to any unsolicited message(s), this will prevent MOST spam messages from recurring, however, even that isn't guaranteed.

The last alternatives and typically the options of last resort would be to: (a) consider a mobile number change, understanding that there's absolutely no guarantee that SPAM will not find it's way to you nevertheless, as SPAM has unfortunately become a regular part of the digital age, be it via TEXT, email, etc., or (b) removing the TEXT message feature (aka SOC) altogether, however, this would prevent our valued customer from receiving ANY messages altogether, meaning, both the desired and "friendly" ones, as well as the unsolicited and "undesired" ones.

While we'd prefer to avoid performing the latter on our valued customer's behalf because we duly understand that such will prevent him/her from both sending and receiving desired and intended messages (SMS, TEXT and potentially MMS), we nevertheless remain committed to his/her satisfaction and thus, will proceed to remove the standard text/SMS message feature from the relevant H2O Wireless GSM prepaid mobile number if he/she subsequently authorizes such.

"If" our valued customer should decided to go that route, we remind him/her that many alternative applications and or services (i.e. WhatsApp, LineApp, etc.) would essentially allow him/her to alternately communicate with loved ones via digital messages and some even support picture messaging.

We await our valued customers response(s) and thank him/her in advance for understanding our position on the matter.

I close by noting that as a one-time courtesy and additional sign of our good-faith efforts, I've taken the liberty of adding a manual credit of $13.43 on the relevant H2O prepaid mobile number balance, thus, effectively bringing it to an even $100 balance (from the former $86.57). Said credit is mathematically equivalent to 268 individual text messages (solicited or not) at the current rate of $0.05 cents per standard text/SMS.

Regards,

Ricardo B.

Sr. Manager of Customer Relations

We thank all for bringing this individual matter to our attention and thus, we extend our sincere apologies to our valued customer for any mutually undesired experiences. We humbly assure him that despite what such may have led him/her to temporarily believe, we do in fact remain committed to satisfaction.

In conjunction with the latter and simply for the sake of clarity, I advise that our support team is available 7 days a week to provide any "service-related" support, meaning, the H2O service that is being provided by way of the individually related H2O SIM card. And while we do our very best to provide "call backs" when warranted, we recognize that certain variables (e.g. time-zone differences, shift changes, etc.) have intermittently resulted in our dropping the ball on some; to this we vow to improve.

We also offer "basic" handset configuration support in the form of an Over The Air (OTA) tool and or limited manual configuration assistance in strict accordance with guidance set forth by our underlying carrier. The latter (when applicable) entails manually adjusting a given devices/cellular phones settings to specific underlying carrier-corresponding APN settings, etc. Unfortunately, we will not deviate from this guidance for obvious reasons. "If" and when our limited configuration support fails to yield the mutually desired results, we then refer our valued customer to the handset manufacturer or the world-wide-web for alternate solutions, as we'll not risk making matters worse where an unknown/unfamiliar device is concerned. *Notes: (A) Under certain conditions, we may open a technical ticket with the aforementioned underlying carrier in order to gain insight into the matter(s) from their vantage point, however, doing so doesn't always facilitate resolutions, particularly where Customer Own Devices are concerned, (B) Underlying carrier-specific APN settings may be found on our www.h2owirelessnow.com website when needed. Again, these are the default settings dictated by said underlying carrier. Devices which have undergone prior "settings" changes may require extensive configuration.

When it's all said and done and in a perfect situation, simply placing our H2O Wireless GSM smart SIMs in a device/phone would be all that is required, and our valued customer (new or existing) would subsequently enjoy all of the data-related, plan-corresponding features which we offer (where applicable).

With regards to billing cycles and or plan cycles, I respectfully note that our plans do not allow for "stacking", meaning that ideally, one payment would be made per plan cycle. This allows for the timely "refreshing" of all plan-corresponding feature allowances, e.g. International Long Distance, etc. Unfortunately, "if" and when a valued customer should (on their own) make multiple payments at once or within a given cycle, none of the plan-corresponding features would benefit from systemic "refreshing". Instead, any applicable "refreshing" would need to be manually executed by an H2O staff member... This, presumably explains why our intervention was required per our valued customer's statements. NOTE: With regards to our Unlimited (aka "Monthly") plans, they current boast 30-Day life cycles. Meaning that each plan-corresponding allowance would systemically be refreshed with every new payment on the NEW cycle (ideally, on that 30th day, or on the cusp of the 31st day).

When it's all said and done and based solely on our internal database notations since this complaint was filed, no additional actions are warranted on our part, as while we may have unfortunately failed to meet our valued customers individual expectations, all H2O-related services are being actively made available and gradually used by way of the herein-discussed H2O Wireless GSM prepaid mobile number.

In recognition of such and while we'll hereafter contact our valued-customer directly in a good-faith effort to confirm that all has since been resolved (per our service expectations), we'll proceed to consider this matter to be effectively closed as no "service-related" issues were found which would have otherwise warranted additional actions on our part.

Regards,

R. B, Sr. Manager

We continue to value our customers time, feedback and business... And while we respect his/her individual opinion and are duly aware of his/her right to voice such to whomever he wishes the facts remain that: (a) we exhausted all feasible efforts to help him/her address his/her devices DATA settings (aka "APN") issues to no unfortunate avail, and (b) while we may have previously failed to address his/her H2O Intl' Long Distance issues in the more expeditious manner which is mutually preferred, we DID since address the issue. As far as we're respectfully concerned no (service-related) issues remain unaddressed.

As far as the alleged callbacks that he/she was promised... Seeing as this valued customer opted to file 3rd party complaints and our history with him/her supports that this is NOT his/her first instance filing complaints with 3rd party or external entities, we understandably saw it best to memorialize our communications so that we may mutually benefit from such written records.

When it's all said and done and seeing as the only true service-related issue has since been resolved and as we've extended one-time, good-faith gestures to this valued customer in the past (when he/she was previously with us) there are no additional actions to be taken on our part and we'll proceed to consider this matter to be effectively closed.

Regards,

R. B Sr. Manager

We thank you for your business, time and valued feedback. We're genuinely sorry if any aspect of our service has failed to yield the mutually desired results. That said and in an effort to readdress your individual issue, we'll soon be contacting you [directly] to better determine how we may be of any feasible assistance.

Good Day, We apologize to our valued customer for any inadvertent confusion and or frustration and re-assure him/her that we remain committed to satisfaction. In conjunction with the latter and in hopes of clarifying matters, I regrettably confirm that all internal records support that our $25.00 H2O Plan was selected during the early (Eastern Time) hours of 10/04/18 (late 10/03/18 on Pacific Coast time), hence, why the relevant debit/credit card was billed as such.

The above being said and in an effort to no move forward in a manner consistent with our valued customer's request, we'll gladly convert the current plan to the desired $20 plan, however, our system doesn't allow partial payments nor partial refunds, meaning, we'd need to refund the entire [original] payment and a new payment under the new plan will need to be collected. As such, we'll hereby proceed to attempt to contact our relevant valued customer a bit later today (considering our time difference East Coast vs. West Coast) in an effort to obtain such [new payment collection] authorization.

When it's all said and done, we expect to amicable clarify and resolve this matter and thus, will proceed to consider this isolated matter deriving from a simply misunderstanding to be effectively closed.

Regards,

R. Barreras, Sr. Manager

Customer Relations

Good Day, We thank everyone involved for allowing us to re-address this individual matter which obviously stems from a misunderstanding, as while it saddens us to see our valued customer go, we remain committed to him/her.

The above said and in an effort to potentially clarify matters, I also note that we're equally committed to the safe-keeping of mobile numbers under our service. As a result and as mandated by the governing regulatory bodies, we're expected to impose reasonable levels of security to prevent the unauthorized acquisition and or transferring of number (aka "Porting In/Out") by parties other than the valid subscriber(s). I apologize if said efforts were misconstrued as anything else, and I respectfully note that our internal database comments suggest that while our staff was originally unable to release the H2O Wireless GSM prepaid mobile number corresponding account number and password combination initially (due to the requesting party then being unable to satisfy the applicable prerequisites to identify him/her self as the valid subscriber under said number), said comments also suggest that such was ultimately shared with our valued customer, although I don't as of yet see that the relevant number has since been ported out.

In any event, we remain willing to assist in this and all H2O service related matters and thus, ask that "if" our internal comments are inaccurate and "if" our valued customer has yet to receive the otherwise privileged information sought, I ask that I be directly advised so that I my subsequently share such with him/her by way of the their herein copied email address after the fact.

I await all kind and related responses and thank everyone in advance in the interim.

Regards,

Ricardo B.

Sr. Manager of Customer Relations

Good Day All,

I thank you for the kind update and note that the requested information (ACCT# & PW combination) has now been directly emailed to our valued customer by way of their herein-copied email address.

I sincerely hope that such proves to satisfy his/her need(s) and that this matter may now be effectively closed, as I otherwise remain available.

Regards,

Ricardo B.,

Sr. Manager | Customer Relations

We thank all parties for allowing us to address this isolated matter and thus, extend our apologies for any inadvertent confusion or misunderstanding(s).

The above said and "if" possible, we ask that our valued customer kindly elaborate on what is leading him/her to believe that he/she hasn't benefited from any of our advertised programs as otherwise, we note that our internal records support that the complaint-relevant H2O prepaid mobile number and or email address has benefited from any and all reward program-eligible points and said accrued points have long since been redeemed or expired (e.g. 1560 of the then accrued points were redeemed on 01/12/17), all of which occurred in accordance with the applicable program TERMS.NOTE: Not all activity under H2O is reward program eligible activity, e.g. Auto-recharge activity/payments aren't eligible activity(ies) as such boast their own deductions/cost-savings.

We thank our valued customer in advance for his/her continued time and we eagerly await their future communications in hopes of facilitating an amicable closure to this mutually undesired matter.

Regards,

R. B, Sr. Manager

Customer Relations Dept.