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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When a business notifies its customer that the auto-payment failed, and the customer update the credit card number the same day, there should not be a penalty.
I've received email from H2OWireless that my auto-recharge credit card is declined for my prepaid cell phone account. I've called H2O Wireless customer representative same day to update the credit card number - as the transaction was blocked due to recent credit card fraud activity on my credit card. The rep told me that my $86 account credit balance is expired as auto-recharge is declined
We thank all parties for allowing us to readdress this isolated incident and reassure all that we remain committed to satisfaction and thus, we apologize for any inadvertent confusion or misunderstanding(s).
The above said and for the sake of clarity, we also note that we’re equally obligated to enforce the TERMS and or POLICIES of our herein-discussed prepaid services. Whereas and as is clearly stated within said [overall] services TERMS as well as under the abbreviated terms of our herein-discussed autorecharge program: “Account balance is not refundable or exchangeable, and is forfeited at expiration date”.
In a respectful effort to explain this unfortunate incident, I hereby regrettably confirm that approximately $80.21 [then-available] “Pay As You Go” (aka Minute Plan) balance was in fact systematically forfeited when the prepaid plan under the herein-discussed H2O Wireless GSM mobile number naturally expired on 10/31/17 [as scheduled, in accordance with the then-most recent prior payment] due to a lack of timely payments.
Expanding on the latter, I note that our autorecharge programs systematic attempt to collect an otherwise timely payment at or about 7am EST on 10/31/17 failed to a DECLINED response from the then registered credit card’s issuing bank. *Note: The then-available balance was confiscated, in precise accordance with our service and autorecharge program TERMS.
While our immediate records also support that a manual payment of $10 was processed outside of our autorecharge program at about 3:42pm EST on 11/01/17 (i.e. the next calendar date) and while the autorecharge account under the same H2O prepaid mobile number was reinstated at approximately 8:32pm EST three days later (i.e. 11/04/17), neither understandably had any effect on what previously occurred on 10/31/17, as I respectfully reiterate that they respectively took place “after the fact”, i.e. after the unfortunate interruption in service due to a lack of timely payment(s).
In conclusion, the above-outlined summarization of the events that occurred on 10/31/17 directly dictates that no actions are warranted. However, in conjunction with our aforementioned commitment to satisfaction and as a good-faith gesture to our valued customer, we’ve manually applied a one-time courtesy credit equivalent to the aforementioned monetary value under the relevant H2O prepaid mobile number emphatically noting that timely payments will be required going forward in order to avoid another interruption in service, as this type of courtesy [credit] will not recur.
We’ll understandably proceed to consider this matter to be effectively closed.
Regards,
***
Customer Relations Department
[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 want to port out my number from H2O wireless, and I need my account number, passcode and the confirmation of releasing my phone number. I have called the customer service and was given the porting department number . I have been calling all day yesterday, at least 5 times and each time with a holding time about an hour. No one answered my call at all! I called in at 9am EST this morning again, finally there was someone answered, but after asking for my name, phone number and the reason I was calling for and said I need to transfer you to the porting department, then I waited for another 20mins, another person answered, asked for the same information and then said I need to transfer you to the porting department. I asked this number I called is your porting department, why you guys kept transferring me?! They said we were having some issue with this department. Fine, I wait for another hour! Another guy answered, I directly asked were you the porting department, he said no, I need to transfer you....Seriously, you guys transferred me so many times, and none of you was in porting department.
I doubt if this department exists or not, or it's just their way not to let their customer go. Ignoring the calls from their customer is very bad! And the waiting time is not tolerable.
We thank all parties for allowing us to review this matter and hereby extend our sincere apologies to all for any inadvertent confusion or misunderstanding as we remain committed to satisfaction.
In conjunction with said commitment we recently implemented a dedicated team and corresponding [toll-free] hotline to support those valued customers whom are looking to transfer their business elsewhere (aka "port out"). Unfortunately, as is common with any new process or transitional period, we have experienced a few challenges that have resulted in some mutually undesired delays, I.e. call wait times... we equally extend our apologies for such.
We've since made a few changes and are seeing significantly reduced hold times. With the best of intentions and recognizing that not everyone who calls the PORT OUT HOTLINE may not necessarily be seeking to "port out", those valued customers that experience mutually undesired hold times are currently being re-routed back to Customer Relations. However and unfortunately said parties can not assist with a "port out" process, if in fact that is what is desired. We're actively considering our options in this area to improve and or enhance the customer experience there, again respectfully reiterating that this entire process is still very, very new.
When it's all said and done and while we understandably hate to see a valued customer go, we do remain available and willing to assist, we simply ask that our valued customers dial the recently established hotline [referenced by the complainant] and patiently await their turn in receiving the dedicated team's assistance. Thereafter, they'll be required to satisfactorily complete a brief verification process before any otherwise privileged information may be released. e.g. account number and password. *Note: Concerned regulatory bodies expect that carriers/service providers [to include those of the prepaid nature like us] understandably take certain steps to safeguard mobile numbers in order to prevent or reduce the unauthorized acquisitioning/transferring of such numbers.
To further support our commitment to "overall support" and although [from our vantage point] it appears that the port out process has been initiated, we'll nevertheless be making an effort to reach this particular customer by way of the complaint-related H2O Wireless GSM prepaid mobile number [which we presume to be the same as the herein-stipulated daytime contact number, although not identified as such] in hopes of bringing an amicable conclusion to such. Whereas, if we fail to make contact, we implore him/her to reattempt his/her effort at his/her earliest convenience.
In recognition of our steadfast availability and our forthcoming effort to reach out to this valued customer, we'll hereby consider this isolated matter to be effectively closed.
Regards,
R. B Sr. Manager
Customer Relations Department
To whom it may concern,
I have been a customer of H2OWIRELESS since 2012. I am trying to switch carriers and in order to keep my current phone number, I need my account number and PIN, which were never provided to me before. I am trying to port my number out and I have been trying to get a hold of someone on the following phone number .
I have called multiple times the past couple of days with no answer. I waited to get a hold of someone on one occasion for over an hour and half. - one and a half hours!!!!!! All the phone calls made to the number mentioned above were during normal business hours of 9AM-5PM. I took a screenshot to prove how long I was on hold for each instance. I tried calling the “regular” customer service number at and I was told to contact the phone number since that was the department that handled porting. When I asked to speak to a supervisor, I was put on hold for 15 minutes and then I was hung up on. It is ridiculous how a company can hold someone hostage in their company.
We thank all parties for allowing us to review this matter and hereby extend our sincere apologies to all for any inadvertent confusion or misunderstanding as we remain committed to satisfaction.
In conjunction with said commitment we recently implemented a dedicated team and corresponding [toll-free] hotline to support those valued customers whom are looking to transfer their business elsewhere (aka "port out"). Unfortunately, as is common with any new process or transitional period, we have experienced a few challenges that have resulted in some mutually undesired delays, I.e. call wait times... we equally extend our apologies for such.
We've since made a few changes and are seeing significantly reduced hold times.
When it's all said and done and while we understandably hate to see a valued customer go, we most certainly do not keep anyone "hostage", instead, we simply ask that our valued customers dial the recently established hotline [referenced by the complainant] and patiently await their turn in receiving the dedicated team's assistance. Thereafter, they'll be required to satisfactorily complete a brief verification process before any otherwise privileged information may be released. e.g. account number and password. *Note: Concerned regulatory bodies expect that carriers/service providers [to include those of the prepaid nature like us] understandably take certain steps to safeguard mobile numbers in order to prevent or reduce the unauthorized acquisitioning/transferring of such numbers.
The above being said, I close by reassuring everyone that we remain available and willing to assist our valued customer(s). To further support such, we'll be making an effort to reach this particular customer by way of the complaint-related H2O Wireless GSM prepaid mobile number [which we presume to be the same as the herein-stipulated daytime contact number, although not identified as such] in hopes of bringing an amicable conclusion to such. Whereas, if we fail to make contact, we implore her to reattempt her effort at her earliest convenience, as I respectfully reiterate that we remain "available and willing" to assist.
In recognition of our steadfast availability and our forthcoming effort to reach out to this valued customer, we'll hereby consider this isolated matter to be effectively closed.
Regards,
R. B Sr. Manager
Customer Relations Department
I have been using from 3 gigabytes Unlimited plan of h2o® Wireless for about a year and following issues have happened with their services for me:
1- After using 3 gigabytes of the 4G data, I should have unlimited 2G internet; while their 2G speed that should be around 128kb, it has never worked for me and I have hardly been able to open a page (it takes about 10-15 min to open a page) and also can not even load an address in Google Map. It has caused me to get stranded a few times in big cities. While the 4G has worked without any problem in a specific spot, the 2G has never worked for me in the same place; I would like to mention that it's not the problem of device configuration or signal (BTS coverage), as I have tried the speed of 2G in different places/sport and have documented the speed of 2G with Speedtest app.
2-The 4G data was supposed to be 3 gigabytes, but they reduced it to 2 gigabytes without any notification; although the customer service said that the 3 gigabytes has been a promotion offer, they never notified me about it before signing a contract with them or even after using as a customer their service. I actually was using 3 gigabytes of 4G data for 5 months or more and accidentally noticed this change.
3- My service has been purchased and activated on the 7th of the month, but they have changed it to the 6th, 5th, 3th and now 1st of the month and are charging me at the beginning of the month; so I am loosing about 6 days and I believe that it's not fair, professional and ethical.
I have talked with customer service multiples times but they haven't helped me at all.
All the documents for their 2G speed, my bank statements that show I have been charged on the 7th of the month for a few months (auto recharge), then 6th, .... to 1st are available.
Best Regards
We thank everyone for allowing us to re-address this individual matter and we extend our sincere apologies to our former customer for any inadvertent confusion. I humbly reassure everyone that we remained committed to satisfaction throughout said his/her time with us.
In conjunction with such I hope to clarify any prior confusion by respectfully noting that as is stipulated throughout our official website (to include under the PLANS page at ***) "actual speed may vary by device/location", in other words data/GPRS speeds realized may vary from customer to customer based on individual device specifications, location, etc... slower speeds realized will equally vary "at up to 2G speeds" as equally advertised. Additionally, the 4G LTE speed allowances vary by plan... *I mention the latter solely because our records also support that the former number underwent [at least one] rateplan change while under our service and such may have inadvertently added to any then-present confusion.
Beyond the aforementioned, all remaining records also support that the relevant, former H2O Wireless GSM prepaid mobile number was allotted all [then-applicable and then-advertised] plan-corresponding data/GPRS allowances, e.g. 2 or 3 gigabytes of high-speed 4G LTE speeds (where & when available or applicable based on then-current promotions/offerings; where customer may have met eligibility requirements), etc. Said records also support that data/GPRS was actively used (along with basic voice and or text ((SMS)) via such former H2O prepaid mobile number. As an understandably direct result of our findings (i.e. advertised services rendered, and used) and as dictated by our TERMS at *** we're unable to accommodate the $350.00 being sought.
Briefly staying on the subject of "billing" and or "charges" I respectfully note that the autorecharge previously under the relevant, former H2O prepaid number systematically executed in accordance with the [frequency] TERMS selected by our former valued customer when he/she enrolled online, i.e. every 30-calendar days; no discrepancy found there either.
In conclusion, we're sorry to hear that our former, valued customer's individual experience wasn't what is otherwise mutually preferred and we hope to be of service to him/her in the future. As a final good-faith effort, we've alternately taken the liberty of refunding his/her most recent autorecharge payment ($27.00) despite our records supporting that full services were rendered and enjoyed for the full billing cycle. Said refund should appear within the relevant bank account within 3-7 business day.
In light of the above-summarized, we'll proceed to consider this matter to be effectively closed.
Regards,
R. B Sr. Manager
Customer Relations Department
H2O Wireless holds your ported in number hostage despite federal number porting law. They demand you have called at least 3 numbers and wait some 5 day period. This is not stated up front in any shape/form and definitely in direct violation of phone number portability regulations.
We thank everyone for allowing us to review this matter and express our sincere apologies for any inadvertent misunderstanding and or mutually undesired confusion experienced. I assure everyone that we remain committed to satisfaction.
That said and in the interest of clarity, I respectfully note that: (a) our current PORT In/Out processes are in direct alignment with the relevant areas of our TERMS as found at *** , and (b) certain prerequisites must understandably be satisfied before we may release a number under our service; this, as permitted by FCC LNP regulations allowing carriers to implement reasonable measures to safeguard numbers and prevent the unauthorized acquisition of numbers.
The above aside and in an effort to re-address this isolated matter and potentially facilitate a timely and amicable resolution, we'll hereon attempt to contact our valued customer at the daytime contact number offered within his complaint correspondence, noting that while he failed to specify such, said number appears to be the complaint-related H2O Wireless GSM prepaid mobile number as well.
In conjunction with the above and as we expect to resolve this matter [which appears to stem from a simply misunderstanding] outside of this forum, we'll proceed to consider this matter to be closed.
Regards,
R. B, Sr. Manager
Customer Relations Department
[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 bought a cell phone sim card from H2OWirless (a subsidiary of Locus Telecommunications). To use the sim card, I was required to go to their website h2owirelessnow.com to activate the sim card. During the activation process, I was mandatoried to select a plan from a list. When they list the pay-to-go plans, they conveniently hide expiration days of all pay-to-go plans. Only after I selected a plan and made the purchase, and subsequently checked my account, I was told the plan I chose has an expiration day of 30 days, while all other plans have an expiration of 90 days. I called their customer service, which is outsourced and offshore, to resolve this issue. I was told by the customer service that if I change plan, the 25 dollars I already paid will be automatically forfeited. All of these happened with 20 mins after I activated my sim card and made the purchase.
To sum up, H2OWireless purposely hide the expiration days of their pay-to-go plan during sim card activation process, and tricked the customers to select the expensive plans with much shorter expiration days. It is a hoax and without integrity. Also, their customer service is very bad and is very unreasonable. Their offshore customer service refused to make any effort to resolve the issue, and refused to provide contact information for the customer to talk to their business representatives that are based in the US.
We thank all parties for allowing us to re-address this matter and extend our sincere apologies for any inadvertent misunderstanding and or mutually undesired experiences... We humbly re-assure all that we remain committed to satisfaction.
In conjunction with such commitment and in an effort to better assess what (if any) course of action is warranted, I ask that the relevant H2O Wireless GSM prepaid mobile number be provided, as it doesn't seem to be specified within the complaint.
While we await such information and in the interest of clarity, we note that our official, publicly available website makes clear reference to the life/billing-cycles of our Pay-As-You-Go plans (see *** ).
This, among the other landing pages for our other prepaid services intended to afford our valued customers and general public alike with all of the information they need to make an educated decision about which of our prepaid services (if any) best serves their individual need(s).
Beyond this, I note that all available, Locus-owned or operated portals and or mediums (to include "Live" support staff) through which a rate-plan change may be processed, clearly ALERT our valued customers to the fact that any existing plan/balance is systematically forfeited and that a payment under the new plan is understandably required to avoid an interruption in service. It is at such time that our valued customer may opt to proceed, or stay on the current plan for the duration of said plans current life/billing cycle.
Where refunds are concerned, our aforementioned site also makes clear reference to the fact that airtime/plans are not refundable (see *** ). Meaning, once a plan is redeemed/activated, it becomes ineligible for refunds. This, regardless of how long it's been active, although we're always willing to review each request on a case-by-case basis to determine "if" any exception may be made.
All in all, and the latter summarized information aside, I wait the additional information sought and thank our valued customer in advance for providing such.
Regards,
R. B Sr. Manager
Customer Relations
Complaint: ***
I am rejecting this response because:
Thanks for the response.
Per request, I am providing the H2O Wireless number: .
The reason I filed claim here is not about the forfeit, but about in H2O Wireless, during the process of activation, when selecting a pay-to-go plan (Step 3 of the activation process, and you can not opt out in Step 3 without starting it all over again), the expiration days of all pay-to-go plans are not showed at all. As a matter of fact, I will provide a screenshot to prove that. I am totally okay to take all the responsibilities had the expiration days are listed clearly. But it looks to me the expiration days are deliberately hidden so that customers will pick $25 pay-to-plan because it is the one with the most minutes and the only one that has an expiration days of 30.
Regards
We thank our valued customer for the additional information citing that our ability to proceed accurately and effectively would've been rendered futile if not for the relevant H2O mobile number being provided.
Having now received such number and while we continue to be unable to offer a refund due to our previously stipulated TERMS and because our service is being used, I instead offer the following updates and or alternate actions:
1) While we remain confident that our official site of *** offers more than enough public information for both, existing and prospective customers to make educated decisions before making purchases or changes on existing plans, and while I adamantly reiterate that we had no malicious intentions as our valued customer implies in his/her communications, we've now updated the referenced page to reflect the same information as our plan-corresponding landing/home pages (see *** ); this, simply to avoid any additional, inadvertent confusion.
2) Since our valued customer has repeatedly referenced the "life span" difference between our $25 plan and our other, equally available Pay-As-You-Go-Plans, and since we now have an H2O mobile number to work with, I've taken the liberty of manually extending the expiration date on the current plan to equate 90-days (i.e. 01/09/18) from the original plan-activation/recharge date of 10/11/17; this as a one-time, good-faith gesture. All future activations and or recharges will enjoy the publicly advertised, written, plan-corresponding life-spans/expiration dates.
We sincerely hope that our collective efforts and explanations are well-received and note that unless we hear otherwise we'll proceed to consider this matter to be effectively closed.
Regards,
R. B Sr. Manager
Customer Relations Department
I switched my cellular service from H2O wireless to *** fi project. I requested phone number transfer on September 29 but the transfer was completed on September 30 due to technical issues. I was charged $36 automatically by H2O wireless on September 30 for the prepaid phone service from September 30 to October 29. I called the customer service to ask refund but was told that no prorated refund will be issued. So basically, since I enrolled in the automatic payment program, I will be refunded for the canceled service.
Good Day,
We thank all parties for bringing this matter to our attention and extend our sincere apologies for any inadvertent confusion or misunderstanding, as our internal records support that while our "Live" support staff members were [themselves] unable to issue the desired refund, they did subsequently escalate the matter accordingly resulting in the issuance of the relevant $36 on 10/04/17. *Note: Said refund should have posted on our valued former customers credit card some time ago, although actual processing times may vary by financial institution.
The above said and as the relevant number is no longer with us we'll understandably proceed to consider this matter to have been previously resolved.
Regards,
R. B Sr. Manager
Customer Relations Department
[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 purchased a cell phone from H2Owireless. They advised me to hold onto the phone for a few weeks so that I would switch over to the new phone when my monthly plan could also switch. I went to online chat to see if I was able to keep my phone number. The cust. serv. person switched off my current phone without asking, then when I tried to activate the new phone the new phone had a defective power button. It took me several times on chat to get my old phone working with the new sim card. Then I went to return the new phone. As I was filling out the return form, I noticed a 2 week deadline for returns. I called their customer service and they approved me sending back the phone. After waiting 5 weeks with no contact, I am now told I cannot get another phone or refund. Now, they say they will send me back the defective phone and email me when it is sent.
I feel I was misdirected, received faulty merchandise, and got the chat/phone run-around. The business needs to refund my payment.
We thank all parties for allowing us to re-address this matter and re-extend our sincere apologies for any inadvertent confusion and or delays. We re-assure everyone that we remain committed to satisfaction.
In conjunction with said commitment and although our publicly advertised Return Policy dictates otherwise, a $94 refund will be issued towards the originally associated debit/credit card later today as a one-time courtesy in recognition of her valued business and the individually involved variables. We ask that our valued customer please allow 3-7 days for such to post on the card-issuer's side emphasizing that processing times may vary by financial institution.
We hope that this is deemed to be satisfactory and remind her that our "Live" support staff remain at her disposal by way of our toll free phone number (7 days a week) if we may be of any new, service-related assistance.
Regards,
R. B Sr. Manager
Customer Relations Department
[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 PURCHASED THE H2O BOLT WIRELESS DEVICE ON 10/6/17 AND RETURN IT ON 10/7/17.
THE DEVICE KEPT BUFFERING THE TOTAL AMOUNT OF PURCHASE WAS $110.00, WHEN I RETUN TO THE STORE MOBILE ONE IN FLORIDA THAT SOLE THEIR PRODUCT MOBILE ONE REFUNDED ME MY $60.00 FOR THE DEVICE , ALSO IN THAT TOTAL OF 110.00 A 50.00 WAS FOR THE SERVUVE I CONTACTED THE COMPANY ADV THEM THAT THE DEVICE KEPT BUFFERING AND I AM NOT HAPPY WITH THE PRODUCT I DO NOT WANT TO CHANGE OT SINCE I RETURNED THE DEVICE I WOULD LIKE MY 50.00 SERVICE FEE RETURNED TO ME BECAUSE I'M PAYING FOR THE SERVICE BUT I NO LONGER HAVE THE PRODUCT I CALLED AND SPEAK TO DIFFERENT CUST. SERVICE REP I SHORTLY AFTER I ASK TO SPEAK WITH THE SUPERVISOR WHILE I WAS TALKING TO HER AND I ASKED HER HER NAME SHE SAID MARLANY AND I TRIED TO GET THE CORRECT SPELLING FROM HER ONLY TO KNOW SHE HUNG THE PHONE ON ME I CALLED BACK AND I SPOKE TO ANOTHER REP I TOLD HIM I WOULD LIKE A SUPERVISOR AND I WAITED UNTILL THE PHONE JUST HUNG UP ON ME THIS BUSINESS IS A RIP OFF ALL I NEEDED IS MY 50.00 REFUNDED BACK TO I DO NOT HAVE THE DEVICE IT WAS RETURNED AND I JUST NEEDED MY REFUND PLEASE DO SOME INVESTIGATION ON THIS COMPANY SO OTHER PEOPLE DO NOT BE A VICTIM OF THIS HORRIBLE COMPANY AND THEIR POOR CUSTOMER SERVICE
We thank all parties for allowing us to revisit this matter and hereby extend our sincere apologies to our valued customer for any mutually undesired experiences and or inadvertent misunderstanding(s)... I assure all that we remain committed to customer satisfaction.
That being said and in conjunction with such commitment I've taken the liberty of searching our internal databases for any internal records of sales involving the therein-referenced H2O Bolt Wireless account and or the "order number" referenced therein to no avail. Whereas, and "if" said H2O Bolt plan purchase also took place at the retail store, then I respectfully implore our valued customer to discuss his/her options with said retail location as such would be subject to their individual refund policy and any refunds would be at their individual discretion.
From our vantage point, I can confirm that the related $50 H2O Bolt Plan was redeemed under said H2O Bolt device on or about 10/06/17 and used (albeit limited) thus disqualifying it for any refunds per our TERMS as advertised at *** Said H2O Bolt plan remains active and readily available for continued use up until it's plan-corresponding expiration date of 11/04/17.
In the end, unless new information is provided to dictate otherwise, we're unable to accommodate the desired refund due to the aforementioned variables and we nevertheless remain at our valued customers disposal by way of our toll-free Customer Relations number (7 days a week) if he/she should require assistance troubleshooting his/her H2O Bolt device (original or new).
Sincere Regards,
R. B Sr. Manager
Customer Relations Department