My complaint *** against locus communication has been resolvedThe company credited my checking account the refund due, so no further action will be neededThanks for your dedication in serving America's consumersHave a nice day
Revdex.com Re: ID# *** (*** *** ** ***) We thank you for allowing us to review this matter. We would like to reassure Mr*** that Locus Telecommunications (H2O Wireless) remains committed to ethical business practices and customer satisfaction alike
Our records indicate that Mr*** with mobile number ###-###-#### referred a friend to use our services. As per our advertisement both our current customer and the new customer should receive airtime rewordsThe New customer should activate and add air time though the website only in order for both credits to be honored. Our records indicated that the new customer added minutes using our automatic system. And for that reason the referral was not fully recorded. There are instances in which customers use the automatic systems and might experience these issues. These situations are beyond our control but we rest assured we are constantly and currently working to avoid this situation and to improve the service The credit rewards has been honored for both accounts. ###-###-#### and ###-###-#### We will proceed to consider this matter respectfully closed, Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC Tell us why here
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 you Mr*** enrolled in the Auto recharge
program for his pay as you go account the auto recharge was set up in the website by Mr***We have several options as of how often does customer wants the auto recharge to take place; there is an option in the website in which customers can pick how often they want to rechargeWe processed a full refund in the amount of $to the credit card usedPlease allow to business 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 closedRegards, Compliance Coordinator Legal Department *** Locus Telecommunications LLC
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,RB***, SrManagerCustomer Relations Department
Revdex.com RE: ID# *** (** ***) In response to the above reference matter we apologize to Mr./ Mrs** *** for any inconvenience or misunderstanding that he/she may have experienced. I reassure that Locus Telecommunications remains committed to Customer’s satisfaction
Our records indicate that the matter has since being resolve by our customer service department by extending the account expiration date to 7/20/2016. The expiration date extension only covered days, however due to the misunderstandings in regards to the rate plan change we have extended the expiration date to 8/13/ The above being said, we respectfully consider this matter effectible closed unless we hear otherwise Regards, Compliance Coordinator Risk Management Department Locus Telecommunications, LLC
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.ecall 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 releasede.gaccount 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,RB*** SrManagerCustomer Relations Department
I reject the response for two reasons.1) There is no proper rationale provided for having such a restriction on data usageYou r just reiterating ur policy which is being questioned.2) You r trying to sell me a new product by putting restrictions on ur existing oneThis is improper marketingI don't have to buy Bolt just because u do not allow tethering.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Complaint: ***
I am rejecting this response because: even though, it is a 3rd party retail location it still sells H2O services and products. This is a direct reflection on H2O wireless versus *** ***. For one month of service to be credited when there were five that were double paid does not suffice. Its more of the principal that money was taken from my mother whom is elderly and disabled and never accounted for nor applied to her account. However, I applaud the company for encouraging us to go after the 3rd party retailer
Regards,
*** ***
Good Day,We thank all parties for allowing us to review and address this matter and extend our apologies for any inadvertent confusion, misunderstandings or frustrations and note that we remain committed to customer satisfaction.In conjunction with said commitment, our staff is periodically trained
in order to maintain optimal skill levels to include on basic customer service skills, phone etiquette skills, etc. Whereby, I again apologize if in fact the complainant's individual experience(s) proved to have fallen short of our goals... We'll certainly continue our efforts to improve in that area.With regards to DATA issues under the related H2O Wireless GSM prepaid mobile number, I've taken the liberty of reviewing the account activity since the most recent replenishment (aka recharge) and was unable to locate anything to warrant concern, as basic, intermittent DATA (aka "GPRS") usage appears to have directly dictated the gradual depletion of the related H2O Wireless GSM $plans [current] 8GB allowance of high-speed 4G LTE data. Said number is now using the unlimited low-speed data, which may understandably account for the complainant's current experiences of reduced speeds, etc.Respectfully reverting back to our aforementioned commitment, I note that we're continuously seeking ways to improve our overall service and offerings, and while we certainly see the benefits of making "extra data" available at mutually cost-effective prices, such option simply isn't a possibility for us at this present time. Currently, high-speed data allowances are only reset upon a new payment/billing cycle. *Note: Data is not a stackable feature.The above being said, I close by thanking the complainant (aka our valued customer) for their time and valued feedback and note that I'll proceed to consider this matter to be effectively closed as all service-related matters pertaining to therein-referenced H2O mobile number is being rendered and used as expected and in accordance with all advertisements. Regards,*** *** *** ***Customer Relations
November
23, 2015*** *** ***
*** *** *** ***
*** *** ***We thank you for
allowing us review this matter and extend our apologies for any inconveniences she
might have experiencedI reassure her that Locus Telecommunications, Inc(H
Wireless) remains
committed to customer satisfactionH2O Wireless is
upgrading its service to offer fast speeds on a new 4G LTE network with
nationwide coverage *** *** LTE
Bolt device was activated on 10/21/2015. Records further showed
that *** *** called customer service inquiring about data serviceWe have
provided a courtesy credit of 4G of service that will a total of $worth
of service due to any misunderstandings, the new expiration date is 12/03/2015. We respectfully consider this consider
this matter closedRegards,Compliance
CoordinatorRisk
Management Dept.Locus Telecommunications LLC
[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,
*** ***
[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 ID# *** (*** ***) We apologies for inconvenience, or delays Mr*** might have experienced We reassure him that Locus Telecommunications (H2O Wireless) remains committed to Customer satisfaction throughout the time under our
service including while you were attempting to transfer your service elsewhere In conjunction to the said commitment and having reviewed all internal records, we advise the matter has since been resolved in the form of the number being successfully released and ported out. Unfortunately we cannot speak on the other carrier service for any delays In light of the above summarize we’ll proceed to consider this matter closed Regards, Compliance Coordinator Legal Department Locus Telecommunications, LLC
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 $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-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 (days a week) if we may be of any new, service-related assistance. Regards,RB*** SrManagerCustomer Relations Department
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 $H2O Bolt Plan was redeemed under said H2O Bolt device on or about 10/06/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 (days a week) if he/she should require assistance troubleshooting his/her H2O Bolt device (original or new). Sincere Regards,RB*** SrManagerCustomer Relations Department
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-Yplans (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,RB*** SrManagerCustomer Relations
good day, Unfortunately we have not received copies of the bank statement, where it shows the transaction was ever charged to Mrs***'s credit card. We did not received any attachments. , please submit a copy of credit card statement with dates and specifying locus product/service purchased. and copies of those emails received from any Locus Employee(s) stating there will be a refund issued.again we apologize to Mrs. *** for any inconveniences. Mara SCompliance CoordinatorLegal DepartmentLocus Telecommunications LLC
Complaint: ***
I am rejecting this response because: The service I had purchased was monthly planWhy did I purchase three times within days? The reason is the customer representative did not do their work correctly and intentionally refused my chat requests for a whole night after I disputed with him/her. This did something so that I was double charged and the customer represent revenged me in this wayI spent at least one hour to make them activate my accountAnd they did not do it right. Apparently they are multi-tasking The worst part is their attitude and they revenged me by double charging meWhy did a customer have to purchase three times for a monthly plan within days? This is the result of your disgusting service! And your people insulted meI demand refund and fire your customer service head.
Regards,
*** ***
I thank the complainant for his/her response and apologize as there appears to be some level of persistent confusion. That said and in our continued, good faith effort to amicably resolve this matter, we increase our proposed refund to those systematically collected this year (2017), being $(x $9).We sincerely hope that this is acceptable and note that we're regrettably unable to offer more as while we recognize that "intentions" may have differ from independent "actions taken", the unfortunate facts remain and our records support that three separate mobile numbers, boasting unique SIMs and their own, equally available services (since respective date of activation or PORTING IN, up until today) have enjoyed their plan-corresponding service(s) in accordance with payments stemming from separate enrollments in our autorecharge by way of our end user site; not by an employee of Locus/dba H2O. *Note: If per our T&C's, TERMS OF USE and REFUND POLICIES, none of the herein-referenced payments would qualify for a refund. We're willing to make the one-time exception, as a good faith gesture and to support that we harbor no malicious intentions and instead, remain committed to customer satisfaction. While I await the complainants acceptance of our good-faith proposal, I’ll take the liberty of deactivating the ARC under said number ending in *** in an effort to prevent any additional charges; at least under this MDN, as all other, alternately associated numbers and their respective services and ARC accounts will remain "as is" Regards, *** *** *** *** Customer Relations Department
Revdex.comRe: Complaint ID# *** (*** ** ***) We extended our sincere apologies to Mr./ Mrs*** for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction. Our records indicate that MDN have not
upgraded to the LTE service. Sim Cards have been available free for current customers since Last year. Customers do not need to pay to upgrade, however any balance on the account will be lost at the time of upgradeOnly because of that we normally suggest to customer to upgrade and then add airtime for the month I have personally mail a new LTE SIM card to Mr/ Mrs*** That being we respectfully consider this matter satisfactorily closed Sincerely,Compliance Coordinator,Locus Telecommunications, Inc
My complaint *** against locus communication has been resolvedThe company credited my checking account the refund due, so no further action will be neededThanks for your dedication in serving America's consumersHave a nice day
Revdex.com Re: ID# *** (*** *** ** ***) We thank you for allowing us to review this matter. We would like to reassure Mr*** that Locus Telecommunications (H2O Wireless) remains committed to ethical business practices and customer satisfaction alike
Our records indicate that Mr*** with mobile number ###-###-#### referred a friend to use our services. As per our advertisement both our current customer and the new customer should receive airtime rewordsThe New customer should activate and add air time though the website only in order for both credits to be honored. Our records indicated that the new customer added minutes using our automatic system. And for that reason the referral was not fully recorded. There are instances in which customers use the automatic systems and might experience these issues. These situations are beyond our control but we rest assured we are constantly and currently working to avoid this situation and to improve the service The credit rewards has been honored for both accounts. ###-###-#### and ###-###-#### We will proceed to consider this matter respectfully closed, Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC Tell us why here
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 you Mr*** enrolled in the Auto recharge
program for his pay as you go account the auto recharge was set up in the website by Mr***We have several options as of how often does customer wants the auto recharge to take place; there is an option in the website in which customers can pick how often they want to rechargeWe processed a full refund in the amount of $to the credit card usedPlease allow to business 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 closedRegards, Compliance Coordinator Legal Department *** Locus Telecommunications LLC
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,RB***, SrManagerCustomer Relations Department
Revdex.com RE: ID# *** (** ***) In response to the above reference matter we apologize to Mr./ Mrs** *** for any inconvenience or misunderstanding that he/she may have experienced. I reassure that Locus Telecommunications remains committed to Customer’s satisfaction
Our records indicate that the matter has since being resolve by our customer service department by extending the account expiration date to 7/20/2016. The expiration date extension only covered days, however due to the misunderstandings in regards to the rate plan change we have extended the expiration date to 8/13/ The above being said, we respectfully consider this matter effectible closed unless we hear otherwise Regards, Compliance Coordinator Risk Management Department Locus Telecommunications, LLC
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.ecall 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 releasede.gaccount 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,RB*** SrManagerCustomer Relations Department
I reject the response for two reasons.1) There is no proper rationale provided for having such a restriction on data usageYou r just reiterating ur policy which is being questioned.2) You r trying to sell me a new product by putting restrictions on ur existing oneThis is improper marketingI don't have to buy Bolt just because u do not allow tethering.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Complaint: ***
I am rejecting this response because: even though, it is a 3rd party retail location it still sells H2O services and products. This is a direct reflection on H2O wireless versus *** ***. For one month of service to be credited when there were five that were double paid does not suffice. Its more of the principal that money was taken from my mother whom is elderly and disabled and never accounted for nor applied to her account. However, I applaud the company for encouraging us to go after the 3rd party retailer
Regards,
*** ***
Good Day,We thank all parties for allowing us to review and address this matter and extend our apologies for any inadvertent confusion, misunderstandings or frustrations and note that we remain committed to customer satisfaction.In conjunction with said commitment, our staff is periodically trained
in order to maintain optimal skill levels to include on basic customer service skills, phone etiquette skills, etc. Whereby, I again apologize if in fact the complainant's individual experience(s) proved to have fallen short of our goals... We'll certainly continue our efforts to improve in that area.With regards to DATA issues under the related H2O Wireless GSM prepaid mobile number, I've taken the liberty of reviewing the account activity since the most recent replenishment (aka recharge) and was unable to locate anything to warrant concern, as basic, intermittent DATA (aka "GPRS") usage appears to have directly dictated the gradual depletion of the related H2O Wireless GSM $plans [current] 8GB allowance of high-speed 4G LTE data. Said number is now using the unlimited low-speed data, which may understandably account for the complainant's current experiences of reduced speeds, etc.Respectfully reverting back to our aforementioned commitment, I note that we're continuously seeking ways to improve our overall service and offerings, and while we certainly see the benefits of making "extra data" available at mutually cost-effective prices, such option simply isn't a possibility for us at this present time. Currently, high-speed data allowances are only reset upon a new payment/billing cycle. *Note: Data is not a stackable feature.The above being said, I close by thanking the complainant (aka our valued customer) for their time and valued feedback and note that I'll proceed to consider this matter to be effectively closed as all service-related matters pertaining to therein-referenced H2O mobile number is being rendered and used as expected and in accordance with all advertisements. Regards,*** *** *** ***Customer Relations
November
23, 2015*** *** ***
*** *** *** ***
*** *** ***We thank you for
allowing us review this matter and extend our apologies for any inconveniences she
might have experiencedI reassure her that Locus Telecommunications, Inc(H
Wireless) remains
committed to customer satisfactionH2O Wireless is
upgrading its service to offer fast speeds on a new 4G LTE network with
nationwide coverage *** *** LTE
Bolt device was activated on 10/21/2015. Records further showed
that *** *** called customer service inquiring about data serviceWe have
provided a courtesy credit of 4G of service that will a total of $worth
of service due to any misunderstandings, the new expiration date is 12/03/2015. We respectfully consider this consider
this matter closedRegards,Compliance
CoordinatorRisk
Management Dept.Locus Telecommunications LLC
[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,
*** ***
[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 ID# *** (*** ***) We apologies for inconvenience, or delays Mr*** might have experienced We reassure him that Locus Telecommunications (H2O Wireless) remains committed to Customer satisfaction throughout the time under our
service including while you were attempting to transfer your service elsewhere In conjunction to the said commitment and having reviewed all internal records, we advise the matter has since been resolved in the form of the number being successfully released and ported out. Unfortunately we cannot speak on the other carrier service for any delays In light of the above summarize we’ll proceed to consider this matter closed Regards, Compliance Coordinator Legal Department Locus Telecommunications, LLC
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 $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-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 (days a week) if we may be of any new, service-related assistance. Regards,RB*** SrManagerCustomer Relations Department
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 $H2O Bolt Plan was redeemed under said H2O Bolt device on or about 10/06/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 (days a week) if he/she should require assistance troubleshooting his/her H2O Bolt device (original or new). Sincere Regards,RB*** SrManagerCustomer Relations Department
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-Yplans (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,RB*** SrManagerCustomer Relations
good day, Unfortunately we have not received copies of the bank statement, where it shows the transaction was ever charged to Mrs***'s credit card. We did not received any attachments. , please submit a copy of credit card statement with dates and specifying locus product/service purchased. and copies of those emails received from any Locus Employee(s) stating there will be a refund issued.again we apologize to Mrs. *** for any inconveniences. Mara SCompliance CoordinatorLegal DepartmentLocus Telecommunications LLC
Complaint: ***
I am rejecting this response because: The service I had purchased was monthly planWhy did I purchase three times within days? The reason is the customer representative did not do their work correctly and intentionally refused my chat requests for a whole night after I disputed with him/her. This did something so that I was double charged and the customer represent revenged me in this wayI spent at least one hour to make them activate my accountAnd they did not do it right. Apparently they are multi-tasking The worst part is their attitude and they revenged me by double charging meWhy did a customer have to purchase three times for a monthly plan within days? This is the result of your disgusting service! And your people insulted meI demand refund and fire your customer service head.
Regards,
*** ***
I thank the complainant for his/her response and apologize as there appears to be some level of persistent confusion. That said and in our continued, good faith effort to amicably resolve this matter, we increase our proposed refund to those systematically collected this year (2017), being $(x $9).We sincerely hope that this is acceptable and note that we're regrettably unable to offer more as while we recognize that "intentions" may have differ from independent "actions taken", the unfortunate facts remain and our records support that three separate mobile numbers, boasting unique SIMs and their own, equally available services (since respective date of activation or PORTING IN, up until today) have enjoyed their plan-corresponding service(s) in accordance with payments stemming from separate enrollments in our autorecharge by way of our end user site; not by an employee of Locus/dba H2O. *Note: If per our T&C's, TERMS OF USE and REFUND POLICIES, none of the herein-referenced payments would qualify for a refund. We're willing to make the one-time exception, as a good faith gesture and to support that we harbor no malicious intentions and instead, remain committed to customer satisfaction. While I await the complainants acceptance of our good-faith proposal, I’ll take the liberty of deactivating the ARC under said number ending in *** in an effort to prevent any additional charges; at least under this MDN, as all other, alternately associated numbers and their respective services and ARC accounts will remain "as is" Regards, *** *** *** *** Customer Relations Department
Revdex.comRe: Complaint ID# *** (*** ** ***) We extended our sincere apologies to Mr./ Mrs*** for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction. Our records indicate that MDN have not
upgraded to the LTE service. Sim Cards have been available free for current customers since Last year. Customers do not need to pay to upgrade, however any balance on the account will be lost at the time of upgradeOnly because of that we normally suggest to customer to upgrade and then add airtime for the month I have personally mail a new LTE SIM card to Mr/ Mrs*** That being we respectfully consider this matter satisfactorily closed Sincerely,Compliance Coordinator,Locus Telecommunications, Inc