We thank you for bringing this matter to our attentionWe apologize to our valued customer for any prior, inadvertent confusion and hope to now clarify matters in a manner consistent with our commitment to satisfactionThat said, I clarify that GROUP MESSAGING (which essentially works similarly
to MMS/picture messaging) is offered by our service. However, the individual device(s) under our service and their respective operating systems must equally support such and or be properly configured for the end user to enjoy the benefits of such, i.egroup messaging capabilities is contingent on the “device” being used, and not our service. We're genuinely sorry if the related, subscriber provided device was unable to enjoy/use such featureIn alignment with the aforementioned, we respectfully note that any and all merchandise purchased by way of our official website of *** are protected under our 14-Day Money Back Guarantee found at *** . We simply ask that the steps summarized therein be taken, so that a refund (under such guarantee TERMS) may be consideredThe immediately above said and contrary to what our valued, former customer may have been temporarily mislead to believe, our records support that a $refund was processed on 07/31/by our ecommerce sales team. I’d imagine that said refund should have since posted on the related debit/credit card account, yet nevertheless note that processing times may vary between 3-business days by financial institutionIn recognition of the latter, we will understandably proceed to consider this matter to have been previously resolved and this case effectively closed Sincere Regards, Ricardo B***, SrManager Customer Relations Department
I am rejecting this response because:
H2O wireless has said that I abused the Monthly allowance of 1GB of DATAHow H2O wireless calls 1GB "UNLIMETED"? When I signed up for $40/month I know excatly what I was getting and I wasnt expecting more than 1024Mb a month.I have been using less than 1GB of Data for over years now, a customer since June 13th, I call the same number (###-###-####) that I have with H2O wireless, I use less than minutes phone calls a monthI did not breach no contract terms in any shapeAlso you cant generalize a whole paragraph on without being specific as to what "terms" did I not comply withI do not download, share or any P2P illegal activitiesI use my phone for emails, text, calles, GPS, and light browsing of the internet.All I am asking for is either request a court order to check my account since last month for any discrepancies that we need to rectify OR credit me a month of the same plan that I have been paying for
Regards, ***
Revdex.com Re: ID# *** (*** ***) In accordance with and in response to the above-referenced matter, we would like to thank you for allowing us to review this issueI reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicate that you Mrs*** purchase air time on 10/23/In the amount of $We apologize for any misunderstanding or inconvenience she might have experience while using our productIn response to the inquiry we processed a full refund in the amount of $Please allow to days for the credit to reflect in your account depending on the card financial entityThe above being said, we respectfully consider this matter closedRegards, Compliance Coordinator Legal Department *** Locus Telecommunications LLC
Complaint: ***
I am rejecting this response because: The “Terms” of our service regarding “Unlimited Plan Abuse” was not revealed when I signed up H2O unlimited plan In other words, I did not know the terms ever since terms were not revealed when I signed H2O service.Even in the terms, there was no statement about the quota limit of data plan If I hit data plan quota limit, H2O could require me to pay additional fee in order to continue H2O arbitarily froze my account and its agent could not do any favor for meI went H2O's local agent, located in Route 27, Edison, NJ and asked to port the phone number *** on April 8th The agent told me that she could not even see the number in the system Therefore, I could not port my number The agent told me to call H2O to get account number and PIN number from H2O However, my request was denied after I called H2O customer service agent and asked for account number and PIN number from H2O because my account was frozen I did try to get my phone number ported within days, but I could not do it because H2O restricted me to inquire my account details Let's why I used Revdex.com.org to help me get my old number ported
I suggest H2O to provide me with account number and a PIN number so that I can use them to port my phone number and resolve this dispute
Regards,
*** ***
March 2,
2017 Revdex.com Re: ID *** (*** * ***) We would like to thank you for allowing us to review this issue. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicate on 1/27/2017, Mrs*** activated the account and added an airtime pin, at the same time there was an airtime auto-recharge authorization Records further indicate a refund was process on 1/30/normally a refund should take between to business days depending on the credit card. We strongly suggest contacting your credit card financial entityThe above being said, we respectfully consider this matter closedRegards, Compliance Coordinator Locus Telecommunications LLC
Complaint: ***
I am rejecting this response because:
I have not been refunded yetI have contacted the card company and they also said the transaction was not credited or refundedI would like this to stay open until I am refunded in the amount of $since this company has told me multiple times since Octthat I was refundedAlmost four months later and still nothing.
Regards,
*** ***
August 29, Revdex.com RE: ID# *** (*** ** ***) In response to the above reference matter we apologize to Mr/ Mrs*** for any inconvenience that he/she may have experienced. I reassure him/her that Locus Telecommunications remains committed to Customer’s
satisfaction There was a printing error to our $cards. Those cards should have never been delivered to any retail stores. The cards showed that customers will receive GB. Our $plan is set up in our internal system to offer only MG. We understand our customers are not responsible for such error and we are honoring the printing of those cards. We have provided the extra MG to our customers as they call. I personally apologize if this process was not honored by the time Mr./Mrs*** called our customer service departmentWe can only assume the issue was not escalated to them by the time he/she called The above being said, we respectfully consider this matter effectible closed Regards, Compliance Coordinator Legal Department Locus Telecommunications, LLC
Revdex.com ID# *** (Mr/ Mrs*** ***) In response to above referenced matter, we would like to extend our apologies for any misunderstandings. We review records for *** and payment records showed: 2/1/- purchased $and the airtime was used2/7/- purchased $and the airtime was used2/17/- purchased $and transaction was void 2/17/customer called again an requested a rate plan change to $Attached you will find all screenshots to support our response. I have not find any unauthorized transactions and all airtime purchase was used expect for the void transaction before the rate plan charge requestWe respectfully consider this matter closedRegards, Compliance Coordinator Legal Department Locus Telecommunications, IncTell us why here
Revdex.comID# *** (*** ** ***) First we would like to extend our sincere apologies for any inconveniences or misunderstandings to Mrs***. I reassure her that we remain committed to customer’s satisfactionOur records indicate two transactions
using credit card ending in ***The first transaction was approved by tour system because it had no amount; however the second transaction that has the amount of was declined.We asked our Merchant Account services to look into the transactions and then advice no errors occurred while processing the credit card. Since this is an isolated case and Mrs*** states that her credit card company charged the first transaction we would respectfully ask her to send a copy of the credit card statement where it showed the transaction. In order for us to further investigate and refund if necessary. The above being said, we respectfully consider this matter closedUnless we hear otherwise Regards,Compliance CoordinatorLegal DepartmentLocus Telecommunications, Inc
Good Day, We thank everyone for allowing us the opportunity to re-address this matter and thus, seize the moment to open by reassuring all parties that Locus/H2O remains committed to customer satisfaction.In conjunction with our aforementioned commitment and for the sake of clarification, I
note that the only reason why our Customer Relations Department staff was unable to accommodate our valued customer's exact request was because all internal records [continue to support] support that the relevant activity directly dictated the H2O Wireless GSM prepaid Pay-As-YPlan-corresponding charges that were systematically collected (from any then-available plan ((airtime)) balance) on 07/18/17. Elaborating on such and without dismissing our valued customer's claims, the underlying carriers billing system recorded a heavy DATA (aka GPRS) session in the morning hours of 07/18/that dictated the applicable charge of $83.66. Again, our staff, although customer-centric, must also adhere to our policies which unfortunately don't allow them to apply credits where all applicable billing records support that "all is/was in order".The above said and proceeding in a good faith manner that further displays our commitment (seeing as our valued customer's devices are no longer eligible for our online 14-Day Money Back Guarantee), I've taken the liberty of applying a one-time, courtesy credit in the amount of $(equal to the herein-discussed DATA charges on 07/18/17) and implore our valued customer to: (a) be wary of his/her data sessions, making sure to properly terminate all sessions, (b) consider disabling CELLULAR DATA on his/her device when he/she doesn't have available, and or (c) simply understand that all activity will be recorded and billed in according with the services TERMS and the plan-corresponding rates. *The current plan/balance is scheduled to expire on 07/17/unless recharged prior.I sincerely hope that our valued customer finds our overall response to be to his/her satisfaction and I otherwise remind him/her that our "Live" support staff remain available by way of their ###-###-#### number days a week between the hours of 9am-11pm EST. Regards,Ricardo B***, SrManagerCustomer 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,
***
Revdex.com Re: ID# *** Mrs*** ** *** In accordance with and in response to the above-referenced matter, we thank Mrs*** for allowing us to review this issue. I reassure her that Locus Telecomm (H2O Wireless) remains committed to customer’s
satisfaction and work with honesty Our records indicate that *** *** *s active and currently enjoying all plan features. Records further indicate that Mrs*** had trouble making or receiving phone calls. Records further showed that you contact customer service requesting assistance and that one of our representatives issue a trouble ticket with our Underlying carrier Due to any inconvenience and as a onetime courtesy, we have extended your account expiration date to 8/31/2016. (Note: please remember to add airtime by the date to avoid interruption of services.) With no further actions to take, we respectfully consider this case closed *** *** Compliance Coordinator Locus Telecommunications, Inc
Revdex.com Re: ID# *** (*** ***) We would like to thank you for allowing us to review this issueI reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicate that Mr*** register to the auto recharge program
using a credit card ending in *** the recharge due date was 12/13/in the amount of $Records further showed that Mr*** also process an airtime purchase for the same mobile number also on 12/13/in our website for the same amount $with a credit card ending in *** It seems to us that Mr*** somehow forgot he signed in the auto-recharge programWe processed a full refund in the amount of $for credit card ending in *** Please allow to days for the credit to reflect in your account depending on your credit card financial entityThe above being said, we respectfully consider this matter closedRegards, Compliance Coordinator Legal Department Locus Telecommunications LLC
March 1, Revdex.com *** * *** *** *** Complaint ID# ***
* In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred. I reassure *** * *** *** that Locus Telecommunications (HWireless)
remains committed to customer satisfaction. Our records indicate that you have a Pay As You Go Plan. Records further showed MDN *** balance as of 1/20/was $Our terms and conditions states: 18. Prepaid Refills. H2O Wireless Monthly plans expire days after loaded to your accountH2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill cardUnused minutes or data allowance do not roll overIf you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.eno stacking)Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill cardIf your account balance falls to zero while you are on a call, the call will be disconnectedIf your account is inactive, you will not be able to utilize your wireless device for any purposeYour account and phone number will be cancelled if the balance remains at $for consecutive days or moreH2O refills can only be used with H2O DevicesCredits cannot be transferred from one account to another. If your account becomes inactive, we may de-activate your account and you may lose your phone numberIf you wish to use Services after your account has been de-activated, call Customer Service for reactivationThere may be a charge to reactivate and we cannot ensure that the same phone number will be available*** Please keep in mind expiration dates to avoid losing your account balanceout of courtesy and due to any misunderstanding we will process a onetime credit by putting your account balance back, a total of $The new Account expiration date is 03/11/please add minutes to avoid losing your balanceThat being said, we consider this case satisfactorily resolvedRegards, Compliance Coordinator Locus Telecommunications LLC
January 6, Revdex.com RE: ID# *** (*** ***) We extend our apologies to Mr***, for any inconveniences he might have experienced with our servicesWe reassure him that Locus Telecommunications (HWireless) remains committed to customer satisfaction
We were not able to establish an account with Mr*** because no full mobile numbers were provided. in the complaint. In the complaint he states that he was asking our representatives to UN-PORT his mobile numbers. Unfortunately there is no un-port transaction. In order for him to move his numbers back to the *** or other service providerMr*** will have to contact them so they can request the numbers from us Our records also show that Mr*** processed a chargeback through his credit card and it has been honored We respectfully will consider this case closed Regards, Compliance Coordinator Locus Telecommunications LLC
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, etcslower 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.gor 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.eadvertised services rendered, and used) and as dictated by our TERMS at *** we're unable to accommodate the $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.eevery 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-business day.In light of the above-summarized, we'll proceed to consider this matter to be effectively closed. Regards,RB*** SrManager Customer Relations Department
Revdex.com Re: ID# *** (*** ***) We extend our apologies to Mrs*** for any inconveniences she might have experienceWe reassure her that Locus Telecommunications (HWireless) remains committed to customer satisfactionWe were not able to establish an account with Mrs
*** because the account number or order was not provided in the complaintWe were not able to find any direct purchases through Locus TelecommunicationsAnd because you purchase seems to involve a third party, we respectfully suggest for you to contact them and follow their return and exchange policyRegards, Compliance Coordinator Legal Department Locus Telecommunications LLC ***
In accordance with and in response to the above-referenced matter, we thank MrsWebster for allowing us to review this issue I reassure her that we remain committed to customer satisfaction.Our records indicate that *** *** is
no longer under any Locus Telecommunications services; however it appeared in our system’s history. they further show that the mobile number was enjoying all plan-corresponding features as promise and advertised Locus Telecommunications (H2O Wireless) carries basic cell phone features like Text messaging as well as MMS. A credit card purchase of $on 6/4/Since the number is no longer under our service it will be difficult to address any problemsWe have process a full refund; please allow to days for the credit to reflect in your account depending on your credit card financial entity. The above being said, we respectfully consider this matter closed
We thank everyone for allowing us to re-address this individual complaint and extend our sincere apologies for any inadvertent misunderstanding or frustration(s), as we reassure everyone that we remain committed to satisfaction.The above said, I open by respectfully noting
that virtually every carrier/service-provider in the industry (be it prepaid or post-paid) boasts separate departments to handle different areas of their respective businesses to include PORT DEPARTMENTS.With the best of intentions, we too recently launched a new department and dedicated team to assist with port-related matters. Unfortunately, as is common with new initiatives, we've experienced some challenges which we continue to internally tackle for the sake of optimizing the end user experience. We continue to express our sincere apologies for any mutually desired experiences in the interim and reassure everyone that we expect a viable resolution in the near future.In the interim, we'll attempt to contact the complainant at his/her herein-provided daytime contact number with the hopes of facilitating an amicable resolution to this individual matter, citing that "if" in the event that he/she is unavailable, or "if" he/she should happen to attempt to contact us first, our "Live" staff remain and willing (by way of the appropriate department) to assist.In light of the above summarized and latter statements, we'll understandably proceed to consider this matter to be effectively closed. Regards,RB***, SrManagerCustomer Relations
We thank you for bringing this matter to our attentionWe apologize to our valued customer for any prior, inadvertent confusion and hope to now clarify matters in a manner consistent with our commitment to satisfactionThat said, I clarify that GROUP MESSAGING (which essentially works similarly
to MMS/picture messaging) is offered by our service. However, the individual device(s) under our service and their respective operating systems must equally support such and or be properly configured for the end user to enjoy the benefits of such, i.egroup messaging capabilities is contingent on the “device” being used, and not our service. We're genuinely sorry if the related, subscriber provided device was unable to enjoy/use such featureIn alignment with the aforementioned, we respectfully note that any and all merchandise purchased by way of our official website of *** are protected under our 14-Day Money Back Guarantee found at *** . We simply ask that the steps summarized therein be taken, so that a refund (under such guarantee TERMS) may be consideredThe immediately above said and contrary to what our valued, former customer may have been temporarily mislead to believe, our records support that a $refund was processed on 07/31/by our ecommerce sales team. I’d imagine that said refund should have since posted on the related debit/credit card account, yet nevertheless note that processing times may vary between 3-business days by financial institutionIn recognition of the latter, we will understandably proceed to consider this matter to have been previously resolved and this case effectively closed Sincere Regards, Ricardo B***, SrManager Customer Relations Department
I am rejecting this response because:
H2O wireless has said that I abused the Monthly allowance of 1GB of DATAHow H2O wireless calls 1GB "UNLIMETED"? When I signed up for $40/month I know excatly what I was getting and I wasnt expecting more than 1024Mb a month.I have been using less than 1GB of Data for over years now, a customer since June 13th, I call the same number (###-###-####) that I have with H2O wireless, I use less than minutes phone calls a monthI did not breach no contract terms in any shapeAlso you cant generalize a whole paragraph on without being specific as to what "terms" did I not comply withI do not download, share or any P2P illegal activitiesI use my phone for emails, text, calles, GPS, and light browsing of the internet.All I am asking for is either request a court order to check my account since last month for any discrepancies that we need to rectify OR credit me a month of the same plan that I have been paying for
Regards, ***
Revdex.com Re: ID# *** (*** ***) In accordance with and in response to the above-referenced matter, we would like to thank you for allowing us to review this issueI reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicate that you Mrs*** purchase air time on 10/23/In the amount of $We apologize for any misunderstanding or inconvenience she might have experience while using our productIn response to the inquiry we processed a full refund in the amount of $Please allow to days for the credit to reflect in your account depending on the card financial entityThe above being said, we respectfully consider this matter closedRegards, Compliance Coordinator Legal Department *** Locus Telecommunications LLC
Complaint: ***
I am rejecting this response because: The “Terms” of our service regarding “Unlimited Plan Abuse” was not revealed when I signed up H2O unlimited plan In other words, I did not know the terms ever since terms were not revealed when I signed H2O service.Even in the terms, there was no statement about the quota limit of data plan If I hit data plan quota limit, H2O could require me to pay additional fee in order to continue H2O arbitarily froze my account and its agent could not do any favor for meI went H2O's local agent, located in Route 27, Edison, NJ and asked to port the phone number *** on April 8th The agent told me that she could not even see the number in the system Therefore, I could not port my number The agent told me to call H2O to get account number and PIN number from H2O However, my request was denied after I called H2O customer service agent and asked for account number and PIN number from H2O because my account was frozen I did try to get my phone number ported within days, but I could not do it because H2O restricted me to inquire my account details Let's why I used Revdex.com.org to help me get my old number ported
I suggest H2O to provide me with account number and a PIN number so that I can use them to port my phone number and resolve this dispute
Regards,
*** ***
March 2,
2017 Revdex.com Re: ID *** (*** * ***) We would like to thank you for allowing us to review this issue. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicate on 1/27/2017, Mrs*** activated the account and added an airtime pin, at the same time there was an airtime auto-recharge authorization Records further indicate a refund was process on 1/30/normally a refund should take between to business days depending on the credit card. We strongly suggest contacting your credit card financial entityThe above being said, we respectfully consider this matter closedRegards, Compliance Coordinator Locus Telecommunications LLC
Complaint: ***
I am rejecting this response because:
I have not been refunded yetI have contacted the card company and they also said the transaction was not credited or refundedI would like this to stay open until I am refunded in the amount of $since this company has told me multiple times since Octthat I was refundedAlmost four months later and still nothing.
Regards,
*** ***
August 29, Revdex.com RE: ID# *** (*** ** ***) In response to the above reference matter we apologize to Mr/ Mrs*** for any inconvenience that he/she may have experienced. I reassure him/her that Locus Telecommunications remains committed to Customer’s
satisfaction There was a printing error to our $cards. Those cards should have never been delivered to any retail stores. The cards showed that customers will receive GB. Our $plan is set up in our internal system to offer only MG. We understand our customers are not responsible for such error and we are honoring the printing of those cards. We have provided the extra MG to our customers as they call. I personally apologize if this process was not honored by the time Mr./Mrs*** called our customer service departmentWe can only assume the issue was not escalated to them by the time he/she called The above being said, we respectfully consider this matter effectible closed Regards, Compliance Coordinator Legal Department Locus Telecommunications, LLC
Revdex.com ID# *** (Mr/ Mrs*** ***) In response to above referenced matter, we would like to extend our apologies for any misunderstandings. We review records for *** and payment records showed: 2/1/- purchased $and the airtime was used2/7/- purchased $and the airtime was used2/17/- purchased $and transaction was void 2/17/customer called again an requested a rate plan change to $Attached you will find all screenshots to support our response. I have not find any unauthorized transactions and all airtime purchase was used expect for the void transaction before the rate plan charge requestWe respectfully consider this matter closedRegards, Compliance Coordinator Legal Department Locus Telecommunications, IncTell us why here
Revdex.comID# *** (*** ** ***) First we would like to extend our sincere apologies for any inconveniences or misunderstandings to Mrs***. I reassure her that we remain committed to customer’s satisfactionOur records indicate two transactions
using credit card ending in ***The first transaction was approved by tour system because it had no amount; however the second transaction that has the amount of was declined.We asked our Merchant Account services to look into the transactions and then advice no errors occurred while processing the credit card. Since this is an isolated case and Mrs*** states that her credit card company charged the first transaction we would respectfully ask her to send a copy of the credit card statement where it showed the transaction. In order for us to further investigate and refund if necessary. The above being said, we respectfully consider this matter closedUnless we hear otherwise Regards,Compliance CoordinatorLegal DepartmentLocus Telecommunications, Inc
Good Day, We thank everyone for allowing us the opportunity to re-address this matter and thus, seize the moment to open by reassuring all parties that Locus/H2O remains committed to customer satisfaction.In conjunction with our aforementioned commitment and for the sake of clarification, I
note that the only reason why our Customer Relations Department staff was unable to accommodate our valued customer's exact request was because all internal records [continue to support] support that the relevant activity directly dictated the H2O Wireless GSM prepaid Pay-As-YPlan-corresponding charges that were systematically collected (from any then-available plan ((airtime)) balance) on 07/18/17. Elaborating on such and without dismissing our valued customer's claims, the underlying carriers billing system recorded a heavy DATA (aka GPRS) session in the morning hours of 07/18/that dictated the applicable charge of $83.66. Again, our staff, although customer-centric, must also adhere to our policies which unfortunately don't allow them to apply credits where all applicable billing records support that "all is/was in order".The above said and proceeding in a good faith manner that further displays our commitment (seeing as our valued customer's devices are no longer eligible for our online 14-Day Money Back Guarantee), I've taken the liberty of applying a one-time, courtesy credit in the amount of $(equal to the herein-discussed DATA charges on 07/18/17) and implore our valued customer to: (a) be wary of his/her data sessions, making sure to properly terminate all sessions, (b) consider disabling CELLULAR DATA on his/her device when he/she doesn't have available, and or (c) simply understand that all activity will be recorded and billed in according with the services TERMS and the plan-corresponding rates. *The current plan/balance is scheduled to expire on 07/17/unless recharged prior.I sincerely hope that our valued customer finds our overall response to be to his/her satisfaction and I otherwise remind him/her that our "Live" support staff remain available by way of their ###-###-#### number days a week between the hours of 9am-11pm EST. Regards,Ricardo B***, SrManagerCustomer 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,
***
Revdex.com Re: ID# *** Mrs*** ** *** In accordance with and in response to the above-referenced matter, we thank Mrs*** for allowing us to review this issue. I reassure her that Locus Telecomm (H2O Wireless) remains committed to customer’s
satisfaction and work with honesty Our records indicate that *** *** *s active and currently enjoying all plan features. Records further indicate that Mrs*** had trouble making or receiving phone calls. Records further showed that you contact customer service requesting assistance and that one of our representatives issue a trouble ticket with our Underlying carrier Due to any inconvenience and as a onetime courtesy, we have extended your account expiration date to 8/31/2016. (Note: please remember to add airtime by the date to avoid interruption of services.) With no further actions to take, we respectfully consider this case closed *** *** Compliance Coordinator Locus Telecommunications, Inc
Revdex.com Re: ID# *** (*** ***) We would like to thank you for allowing us to review this issueI reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicate that Mr*** register to the auto recharge program
using a credit card ending in *** the recharge due date was 12/13/in the amount of $Records further showed that Mr*** also process an airtime purchase for the same mobile number also on 12/13/in our website for the same amount $with a credit card ending in *** It seems to us that Mr*** somehow forgot he signed in the auto-recharge programWe processed a full refund in the amount of $for credit card ending in *** Please allow to days for the credit to reflect in your account depending on your credit card financial entityThe above being said, we respectfully consider this matter closedRegards, Compliance Coordinator Legal Department Locus Telecommunications LLC
March 1, Revdex.com *** * *** *** *** Complaint ID# ***
* In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred. I reassure *** * *** *** that Locus Telecommunications (HWireless)
remains committed to customer satisfaction. Our records indicate that you have a Pay As You Go Plan. Records further showed MDN *** balance as of 1/20/was $Our terms and conditions states: 18. Prepaid Refills. H2O Wireless Monthly plans expire days after loaded to your accountH2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill cardUnused minutes or data allowance do not roll overIf you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.eno stacking)Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill cardIf your account balance falls to zero while you are on a call, the call will be disconnectedIf your account is inactive, you will not be able to utilize your wireless device for any purposeYour account and phone number will be cancelled if the balance remains at $for consecutive days or moreH2O refills can only be used with H2O DevicesCredits cannot be transferred from one account to another. If your account becomes inactive, we may de-activate your account and you may lose your phone numberIf you wish to use Services after your account has been de-activated, call Customer Service for reactivationThere may be a charge to reactivate and we cannot ensure that the same phone number will be available*** Please keep in mind expiration dates to avoid losing your account balanceout of courtesy and due to any misunderstanding we will process a onetime credit by putting your account balance back, a total of $The new Account expiration date is 03/11/please add minutes to avoid losing your balanceThat being said, we consider this case satisfactorily resolvedRegards, Compliance Coordinator Locus Telecommunications LLC
January 6, Revdex.com RE: ID# *** (*** ***) We extend our apologies to Mr***, for any inconveniences he might have experienced with our servicesWe reassure him that Locus Telecommunications (HWireless) remains committed to customer satisfaction
We were not able to establish an account with Mr*** because no full mobile numbers were provided. in the complaint. In the complaint he states that he was asking our representatives to UN-PORT his mobile numbers. Unfortunately there is no un-port transaction. In order for him to move his numbers back to the *** or other service providerMr*** will have to contact them so they can request the numbers from us Our records also show that Mr*** processed a chargeback through his credit card and it has been honored We respectfully will consider this case closed Regards, Compliance Coordinator Locus Telecommunications LLC
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, etcslower 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.gor 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.eadvertised services rendered, and used) and as dictated by our TERMS at *** we're unable to accommodate the $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.eevery 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-business day.In light of the above-summarized, we'll proceed to consider this matter to be effectively closed. Regards,RB*** SrManager Customer Relations Department
Revdex.com Re: ID# *** (*** ***) We extend our apologies to Mrs*** for any inconveniences she might have experienceWe reassure her that Locus Telecommunications (HWireless) remains committed to customer satisfactionWe were not able to establish an account with Mrs
*** because the account number or order was not provided in the complaintWe were not able to find any direct purchases through Locus TelecommunicationsAnd because you purchase seems to involve a third party, we respectfully suggest for you to contact them and follow their return and exchange policyRegards, Compliance Coordinator Legal Department Locus Telecommunications LLC ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
In accordance with and in response to the above-referenced matter, we thank MrsWebster for allowing us to review this issue I reassure her that we remain committed to customer satisfaction.Our records indicate that *** *** is
no longer under any Locus Telecommunications services; however it appeared in our system’s history. they further show that the mobile number was enjoying all plan-corresponding features as promise and advertised Locus Telecommunications (H2O Wireless) carries basic cell phone features like Text messaging as well as MMS. A credit card purchase of $on 6/4/Since the number is no longer under our service it will be difficult to address any problemsWe have process a full refund; please allow to days for the credit to reflect in your account depending on your credit card financial entity. The above being said, we respectfully consider this matter closed
We thank everyone for allowing us to re-address this individual complaint and extend our sincere apologies for any inadvertent misunderstanding or frustration(s), as we reassure everyone that we remain committed to satisfaction.The above said, I open by respectfully noting
that virtually every carrier/service-provider in the industry (be it prepaid or post-paid) boasts separate departments to handle different areas of their respective businesses to include PORT DEPARTMENTS.With the best of intentions, we too recently launched a new department and dedicated team to assist with port-related matters. Unfortunately, as is common with new initiatives, we've experienced some challenges which we continue to internally tackle for the sake of optimizing the end user experience. We continue to express our sincere apologies for any mutually desired experiences in the interim and reassure everyone that we expect a viable resolution in the near future.In the interim, we'll attempt to contact the complainant at his/her herein-provided daytime contact number with the hopes of facilitating an amicable resolution to this individual matter, citing that "if" in the event that he/she is unavailable, or "if" he/she should happen to attempt to contact us first, our "Live" staff remain and willing (by way of the appropriate department) to assist.In light of the above summarized and latter statements, we'll understandably proceed to consider this matter to be effectively closed. Regards,RB***, SrManagerCustomer Relations