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-plan (Step of the activation process, and you can not opt out in Step without starting it all over again), the expiration days of all pay-plans are not showed at allAs a matter of fact, I will provide a screenshot to prove thatI am totally okay to take all the responsibilities had the expiration days are listed clearlyBut it looks to me the expiration days are deliberately hidden so that customers will pick $pay-to-plan because it is the one with the most minutes and the only one that has an expiration days of
Regards,
*** **
Revdex.comRe: ID# *** (*** ***)First we would like to extend our sincere apologies to Mr*** for any inconveniences that might have occurred and assured him, that we reaming committed to customer satisfaction. Our records indicate that Mr*** purchased a phone device
a total of $the charge was completed, unfortunately the phone was out of stock. The credit card transaction was void. We review our records and notice the void was not process properly and for that reason you did not received your refundWe are re-training the person in charge to make sure that this does not happen again. A full refund in the amount of $has been process; 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 effectible closed unless we hear otherwise.Regards,Compliance CoordinatorLocus Telecommunications, Inc
Complaint: ***
I am rejecting this response because:
H2O software automatically requires ordering a new Sim Card but my old Sim Card works fine. H2O should refund my payment. They need to fix their website.
Regards,
*** ***
Revdex.comRe: Complaint *** (*** ** ***)In accordance with and in
response to the above-referenced matter, we thank *** *** for allowing us to
review this issue I reassure him that Locus Telecommunications
(H2O Wireless) remains committed to customer
satisfaction.Our records indicate that the phone *** *** attempted to
purchase was not Bluetooth compatible We apologize for any misunderstanding or
inconvenience he might have caused. In
response to your inquiry we processed a full refund in the amount of $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 closed.Regards,Compliance CoordinatorLocus Telecommunications LLC
I thank all concerned parties for allowing us to revisit this individual and unfortunate matter and extend my apologies for any inadvertent confusion or misunderstanding. I reassure all that we remain committed to customer satisfaction.In conjunction with such commitment and while our
referenced TERMS warrant otherwise, I've taken the liberty of issuing a one-time, good faith credit on the specified mobile number, equal to that which was previously forfeited when the H2O service under the herein-discussed mobile number expired due to a lack of *timely payments (*in accordance with plan TERMS). The newly available balance under said number at the time of my manual credit earlier today was $(from the immediately prior $9.95). Note: Said balance will be equally forfeited on 07/20/(i.ecurrent plan expiration date), unless the plan is recharged prior.The above being said and solely for the purpose of clarity [going forward] where our website verbiage is concerned, I note that the referenced online verbiage is incomplete, as the immediately prior sentence was omitted by the complainant. For everyone's benefit, I hereby offer it as follows: "Unused balance does not roll over. By purchasing H2O products, you agree to the full H2O Terms & Conditions. Refills have no cash redemption value and are nonrefundable even upon account cancellation. Your account and phone number will be cancelled if the balance remains at $for consecutive days" (as copied from: https://www.h2owirelessnow.com/mainControl.php?page=planMin).Elaborating on the same, I respectfully note or reiterate: (a) the therein-referenced 30-consecutive days is "post plan expiration/post plan balance forfeiture", (b) Where Pay As You Go plans are concerned, all available balances are forfeited upon service expiration or cancellation, regardless of what caused the either, e.gnon-payment, customer request, etc., (c) Refills have no cash value and are nonrefundable, (d) "stacking" of balances [where available by plan, and subject to change going forward] will only occur if *timely plan-corresponding payments are made. *Timely, referring to payments/recharges made before a given plan's expiration date. "Timely" does not imply, nor suggest within a "reasonable" time frame, post expiration. All in all, we close by apologizing for any prior, mutually undesired misunderstanding or confusion and hope that our actions and explanations have satisfied this matter and prove to prevent the same from recurring going forward. I'll proceed to consider this matter to be closed. Regards,*** *** *** ***Customer Relations
We thank all parties for bringing this matter to our attention and extend our sincere apologies to our valued former H2O Wireless GSM customer for any prior, inadvertent confusion or mutually undesired misunderstandingWe assure all parties that we remain committed to satisfaction
In
conjunction with said commitment and in an effort to clarify any potentially lingering misconception, I respectfully open by stating that all remaining billing records for the relevant, former H2O number support that billing executed properly and in accordance with all advertisements and or TERMs, i.efor “billable” activity, meaning that no actions are warranted
The above said, I proceed to note that H2O’s courtesy, post-call (aka “post activity”) notifications under our Pay-As-Y(formerly “Minute Plan”, aka “PayGo”) are in fact FREE of charge to our valued customers, as they are systematically delivered by our underlying carriers billing partner’s billing application which uses the GSM industry standard USSD (not FLASH SMS, FLASH “0” SMS, nor Class “0” SMS) session-based technology to deliver said FREE messagesAs such FREE messages are inherent of said underlying partner’s billing application, and as a well-intended convenience to our valued H2O Wireless GSM Pay-As-Yplan customers, they are enabled (i.e“ON”) by default upon plan activationHowever, they may be disabled upon individual customer’s request
In conclusion: (a) no billing-discrepancies were found, (b) the referenced messages are in fact FREE, and (c) said messages can be disabled per individual customer request(s), whereby we’ll understandably proceed to consider this isolated matter to be effectively clarified and closed
Regards,
RB***, SrManager
Customer Relations
In accordance with and in response to the above-referenced matter, we thank Mr./Mrs*** for allowing us to review this matter. We assure that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alike.In regards of Mr./Mrs***
purchase, it appears that our products were obtained from a local retail storeSince his/her complaint and alleged experience(s) involvesa third party business entity and not Locus Telecommunication. We respectfully suggest, for her to contact the third party business and follow their return or refund policyIn light of the above, we’ll respectfully proceed to consider this case closed
RevDex.comConsumer
Affairs BureauRe: Complaint
ID# ***First we would like to extend our sincere apologies to Mr
Johnson for any delays and inconveniences that might have occurred and assured
him, that we reaming committed to customer satisfaction. The Bolt
device been received
and a refund was issued to MrJohnson’s credit card for a total of $on
12/4/Please allow to business days for the credit to reflect in the
credit card account depending on the financial entityIn light of the above-summarized we’ll proceed to consider
this matter to be effectible closed. Regards,Compliance
CoordinatorLocus
Telecommunications, Inc
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 $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.e01/09/18) 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,RB*** SrManagerCustomer Relations Department
*** *** *** *** ***ID# *** (*** ***)We thank Mr*** for allowing us review this matter and extend our apologies for any inconveniences this issue might be causing him. I reassure him that Locus Telecommunications (*** ***) remains committed
to customer satisfaction.Our records indicated that *** device with account number *** was purchased directly from Locus Telecommunications. the *** device is currently active I personally contacted him via phone call, he explained the device is not working properly and wish to receive a refund. Mr*** agreed to send the device and SIM card back to us and once we receive the device, we will issue a full refund to his credit card for the total amount purchased $The above being said and unless we hear otherwise, we respectfully consider matter closed.Regards,*** ***Compliance CoordinatorLocus Telecommunications, Inc
March 11, Revdex.com Re: *** *** *** Compliant# *** In response to the above referenced matter I open by re-extending our genuine apologies for any misunderstandings or inconveniences. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionIn conjunction with said commitment we advise that the relevant H2O Wireless GSM Prepaid mobile service changed their data plans. We notified all our customers by sending a blast MMS on 2/4/around 2:20pm (customer received time notification might vary depending on their time zone) The notifications was as follows: H2O Wireless SERV MSG: $Plan now offers UNLIM M2M to Mex & Pakistan! This plan now gives 3GB of LTE dataFor more details, visit *** We respectfully considers this matter resolved because there is no further action that Locus Telecommunications can take RegardsCompliance Coordinator Legal Department Locus Telecommunications, Inc
[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,
*** ***
March 22, 2016Revdex.comRe: Complaint [redacted] In accordance with and in response to the above-referenced matter, we thank Mr. / Mrs. [redacted] for allowing us to review this issue. I reassure him / her that Locus [redacted]) remains committed to customer satisfaction.Our records...
indicate that Mr. [redacted] has two active phones with [redacted] and [redacted]. Records further showed he contacted customer service to deactivate. It is confusing as of which account he wants to cancel. I did not proceed to do so, because there is activity in both accounts (reports attached.) If Mr. [redacted] decides to cancel he can send me and email and I will proceed as requested. Just keep in mind that airtime is not refundable as per our terms and conditions state:Refunds and Returns. Account balances are not refundable, transferable, or redeemable for cash or credit. To the fullest extent permitted by law, H2O Devices are sold “as is” with no manufacturer warranty. H2O Devices purchased on h2owirelessnow.com or h2obolt.com are subject to H2O’s 14-day return policy found at h2owirelessnow.com and h2obolt.com. H2O Devices purchased in a retail location are subject to the return policy of the place of purchase. https://www.h2owirelessnow.com/mainControl.php?page=TcWe are willing to process a refund for the device; however we need to receive it. At this point we are asking Mr. [redacted] provided [redacted] tracking number in order for us to investigate. Our email address [redacted]Regards,Compliance CoordinatorLocus Telecommunications LLC
August 29, 2016 Revdex.com Re: ID# [redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences Mr. [redacted] might have experienced with our service. I reassure him that Locus...
Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that our customer service department, issued a trouble ticket with our underlying carrier to review the account for [redacted] to make sure there were no issues during activation. Our Supervisor called Mr. [redacted] but was not able to contacted him, However his notes indicate that he review the account and notice calls and text messages showed in the call records as successful. Since the issue has been satisfactory resolved via customer service. We respectfully consider this case closed. Regards, Compliance Coordinator Legal Department 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 [redacted], and find that this resolution is satisfactory to me. I would like to reiterate the fact that even though the phone may have been purchased on 12/9, it was shipped and did not reach us until the 16th. Therefore, the original request for an authorization number to return the phone and sim card were within the 14 day time period. (I was told to return it but would have to get authorization from the "front office" which apparently does not exist.) I even tried to call the corporate number only to find it was an answering machine and no one ever called me back. Further, I was never told prior to this notification that you would issue refund.Up until this episode I had been a satisfied customer of H2O.
Regards,
[redacted]
March 2, 2006 Revdex.com Re: ID# [redacted] ([redacted]) First we would like to extend our sincere apologies to Mrs. [redacted] for any inconveniences that might have occurred. We want to reassure her that Locus Telecommunications (H2O Wireless) remains...
committed to customer satisfaction. Locus Telecommunications will send a onetime free Alcatel phone due to the misunderstandings. We do not provide free phones to customers, however we appreciate that Mrs. [redacted] wanted to use our services. The phone will be shipped to the address in the Revdex.com complaint. Unfortunately we cannot refund since the original purchase was not done directly from Locus Telecomm; but through a third party store. Normally we ask customers to ask for refunds from them directly. Regards, Compliance Coordinator Locus Telecommunications LLC
We thank all parties for allowing us to review this matter and extend our sincere apologies for any inadvertent confusion, misunderstandings and or mutually undesired individual experiences.I assure everyone that we remain committed to satisfaction.In conjunction with such commitment and in an...
effort to conduct a fair and accurate investigation of the claims being made, I ask that the relevant H2O Wireless GSM prepaid phone number kindly be provided at everyone's earliest convenience.I also ask that our valued customer [turned temporary complainant] kindly provide a few examples to support his/her claims as we'd understandably prefer to focus our concentration on the relevant calendar period, individual [sample] calls, etc.We thank him/her in advance and in the interim note that as is stated within our Terms & Conditions, all calls are billed for the entire time that they are on our network, meaning from the moment SEND/TALK is hit, up until the moment END is hit.This includes any calls that terminate at answering machines, voicemail boxes or comparable. Additionally, calls are rounded up to the nearest whole minute.I eagerly await any related responses, as we understandably cannot proceed without knowing which specific product is being herein-referenced. Regards,Ricardo B[redacted] Sr. ManagerCustomer Relations
In accordance with and in response to the above-referenced matter, we thank Mr. [redacted] for allowing us to review this issue. We reassure him that Locus Telecommunications (H2O Wireless) remains committed to our customer’s satisfaction. Our records indicate that we received a port in...
request for MDN ###-###-#### on 5/7/2015. All required information submitted for a port in request was offered to us by the requesting part. Follow port in guidelines. After we received notice from Mr. [redacted], we took immediate steps to porting number to his original service provider. We have since resolved this matter by successfully porting back his MDN to T-Mobile as he requested. With no additional actions to take, we’ll proceed to consider this matter effectively resolve and closed.
Good Day,We thank all parties for having allowed us to review this individual matter and extend our apologies for any inadvertent confusion or misunderstanding, and note that we remain committed to customer satisfaction.The above said and in conjunction with such commitment, I've now thoroughly...
reviewed the matter and have found that some simple confusion seems to be at the root, as per my findings and calculations the complainant appears to have activated [at least] three separate numbers with us Locus/H2O of which boast the respective last four digits of: [redacted] and [redacted].And while I can also confirm that we've received prior correspondence requests for refunds, the mobile number and amount combinations repeatedly referenced therein failed to match our billing records, thus understandably rendering us unable to accommodate the individual requests. Furthermore, per our periodic staff internal notations, it simply doesn't appear as if the truly associated H2O number (ending in [redacted]) was every referenced, or maybe even never found, as it even took me a little leg work between databases/applications to find it as being associated with the ARC related debit/credit card.The above said and to ensure that I'll now be proceeding with the complainants wishes, I respectfully ask him/her to confirm that the pay-as-you-go service under the aforementioned H2O prepaid mobile number ending in [redacted] is to be effectively cancelled and rendered useless, as is the autorecharge account under it, and that the two most recent $9.00 ARC payments are to be refunded? I await the complainants response and thank all parties in advance for their continued patience and understanding. Sincere Regards,[redacted]Customer Relations
Revdex.com Complaint Re: ID# [redacted]) We extended our sincere apologies to Mrs. [redacted], for any inconvenience she might have occurred and assured her that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Mrs. [redacted]...
stated, it seems our website is not very clear when it comes to port in numbers. We are currently working on the issue. I have personally mailed a new SIM card to Mrs. [redacted]. To activate the SIM Card, please make sure that you contact our Customer Service Department ###-###-#### and make sure you tell the representative that is a port in request. Once the number has been ported in successfully, you can contact me [redacted] in order to transfer the funds from the old number to the new one. (Note: Representatives do not have the authorization to do it) The above being said, we respectfully consider this matter closed. Sincerely,[redacted]Compliance CoordinatorLegal DepartmentLocus Telecommunications, Inc.
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-plan (Step of the activation process, and you can not opt out in Step without starting it all over again), the expiration days of all pay-plans are not showed at allAs a matter of fact, I will provide a screenshot to prove thatI am totally okay to take all the responsibilities had the expiration days are listed clearlyBut it looks to me the expiration days are deliberately hidden so that customers will pick $pay-to-plan because it is the one with the most minutes and the only one that has an expiration days of
Regards,
*** **
Revdex.comRe: ID# *** (*** ***)First we would like to extend our sincere apologies to Mr*** for any inconveniences that might have occurred and assured him, that we reaming committed to customer satisfaction. Our records indicate that Mr*** purchased a phone device
a total of $the charge was completed, unfortunately the phone was out of stock. The credit card transaction was void. We review our records and notice the void was not process properly and for that reason you did not received your refundWe are re-training the person in charge to make sure that this does not happen again. A full refund in the amount of $has been process; 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 effectible closed unless we hear otherwise.Regards,Compliance CoordinatorLocus Telecommunications, Inc
Complaint: ***
I am rejecting this response because:
H2O software automatically requires ordering a new Sim Card but my old Sim Card works fine. H2O should refund my payment. They need to fix their website.
Regards,
*** ***
Revdex.comRe: Complaint *** (*** ** ***)In accordance with and in
response to the above-referenced matter, we thank *** *** for allowing us to
review this issue I reassure him that Locus Telecommunications
(H2O Wireless) remains committed to customer
satisfaction.Our records indicate that the phone *** *** attempted to
purchase was not Bluetooth compatible We apologize for any misunderstanding or
inconvenience he might have caused. In
response to your inquiry we processed a full refund in the amount of $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 closed.Regards,Compliance CoordinatorLocus Telecommunications LLC
I thank all concerned parties for allowing us to revisit this individual and unfortunate matter and extend my apologies for any inadvertent confusion or misunderstanding. I reassure all that we remain committed to customer satisfaction.In conjunction with such commitment and while our
referenced TERMS warrant otherwise, I've taken the liberty of issuing a one-time, good faith credit on the specified mobile number, equal to that which was previously forfeited when the H2O service under the herein-discussed mobile number expired due to a lack of *timely payments (*in accordance with plan TERMS). The newly available balance under said number at the time of my manual credit earlier today was $(from the immediately prior $9.95). Note: Said balance will be equally forfeited on 07/20/(i.ecurrent plan expiration date), unless the plan is recharged prior.The above being said and solely for the purpose of clarity [going forward] where our website verbiage is concerned, I note that the referenced online verbiage is incomplete, as the immediately prior sentence was omitted by the complainant. For everyone's benefit, I hereby offer it as follows: "Unused balance does not roll over. By purchasing H2O products, you agree to the full H2O Terms & Conditions. Refills have no cash redemption value and are nonrefundable even upon account cancellation. Your account and phone number will be cancelled if the balance remains at $for consecutive days" (as copied from: https://www.h2owirelessnow.com/mainControl.php?page=planMin).Elaborating on the same, I respectfully note or reiterate: (a) the therein-referenced 30-consecutive days is "post plan expiration/post plan balance forfeiture", (b) Where Pay As You Go plans are concerned, all available balances are forfeited upon service expiration or cancellation, regardless of what caused the either, e.gnon-payment, customer request, etc., (c) Refills have no cash value and are nonrefundable, (d) "stacking" of balances [where available by plan, and subject to change going forward] will only occur if *timely plan-corresponding payments are made. *Timely, referring to payments/recharges made before a given plan's expiration date. "Timely" does not imply, nor suggest within a "reasonable" time frame, post expiration. All in all, we close by apologizing for any prior, mutually undesired misunderstanding or confusion and hope that our actions and explanations have satisfied this matter and prove to prevent the same from recurring going forward. I'll proceed to consider this matter to be closed. Regards,*** *** *** ***Customer Relations
We thank all parties for bringing this matter to our attention and extend our sincere apologies to our valued former H2O Wireless GSM customer for any prior, inadvertent confusion or mutually undesired misunderstandingWe assure all parties that we remain committed to satisfaction
In
conjunction with said commitment and in an effort to clarify any potentially lingering misconception, I respectfully open by stating that all remaining billing records for the relevant, former H2O number support that billing executed properly and in accordance with all advertisements and or TERMs, i.efor “billable” activity, meaning that no actions are warranted
The above said, I proceed to note that H2O’s courtesy, post-call (aka “post activity”) notifications under our Pay-As-Y(formerly “Minute Plan”, aka “PayGo”) are in fact FREE of charge to our valued customers, as they are systematically delivered by our underlying carriers billing partner’s billing application which uses the GSM industry standard USSD (not FLASH SMS, FLASH “0” SMS, nor Class “0” SMS) session-based technology to deliver said FREE messagesAs such FREE messages are inherent of said underlying partner’s billing application, and as a well-intended convenience to our valued H2O Wireless GSM Pay-As-Yplan customers, they are enabled (i.e“ON”) by default upon plan activationHowever, they may be disabled upon individual customer’s request
In conclusion: (a) no billing-discrepancies were found, (b) the referenced messages are in fact FREE, and (c) said messages can be disabled per individual customer request(s), whereby we’ll understandably proceed to consider this isolated matter to be effectively clarified and closed
Regards,
RB***, SrManager
Customer Relations
In accordance with and in response to the above-referenced matter, we thank Mr./Mrs*** for allowing us to review this matter. We assure that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alike.In regards of Mr./Mrs***
purchase, it appears that our products were obtained from a local retail storeSince his/her complaint and alleged experience(s) involvesa third party business entity and not Locus Telecommunication. We respectfully suggest, for her to contact the third party business and follow their return or refund policyIn light of the above, we’ll respectfully proceed to consider this case closed
RevDex.comConsumer
Affairs BureauRe: Complaint
ID# ***First we would like to extend our sincere apologies to Mr
Johnson for any delays and inconveniences that might have occurred and assured
him, that we reaming committed to customer satisfaction. The Bolt
device been received
and a refund was issued to MrJohnson’s credit card for a total of $on
12/4/Please allow to business days for the credit to reflect in the
credit card account depending on the financial entityIn light of the above-summarized we’ll proceed to consider
this matter to be effectible closed. Regards,Compliance
CoordinatorLocus
Telecommunications, Inc
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 $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.e01/09/18) 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,RB*** SrManagerCustomer Relations Department
*** *** *** *** ***ID# *** (*** ***)We thank Mr*** for allowing us review this matter and extend our apologies for any inconveniences this issue might be causing him. I reassure him that Locus Telecommunications (*** ***) remains committed
to customer satisfaction.Our records indicated that *** device with account number *** was purchased directly from Locus Telecommunications. the *** device is currently active I personally contacted him via phone call, he explained the device is not working properly and wish to receive a refund. Mr*** agreed to send the device and SIM card back to us and once we receive the device, we will issue a full refund to his credit card for the total amount purchased $The above being said and unless we hear otherwise, we respectfully consider matter closed.Regards,*** ***Compliance CoordinatorLocus Telecommunications, Inc
March 11, Revdex.com Re: *** *** *** Compliant# *** In response to the above referenced matter I open by re-extending our genuine apologies for any misunderstandings or inconveniences. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionIn conjunction with said commitment we advise that the relevant H2O Wireless GSM Prepaid mobile service changed their data plans. We notified all our customers by sending a blast MMS on 2/4/around 2:20pm (customer received time notification might vary depending on their time zone) The notifications was as follows: H2O Wireless SERV MSG: $Plan now offers UNLIM M2M to Mex & Pakistan! This plan now gives 3GB of LTE dataFor more details, visit *** We respectfully considers this matter resolved because there is no further action that Locus Telecommunications can take RegardsCompliance Coordinator Legal Department Locus Telecommunications, Inc
[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,
*** ***
March 22, 2016Revdex.comRe: Complaint [redacted] In accordance with and in response to the above-referenced matter, we thank Mr. / Mrs. [redacted] for allowing us to review this issue. I reassure him / her that Locus [redacted]) remains committed to customer satisfaction.Our records...
indicate that Mr. [redacted] has two active phones with [redacted] and [redacted]. Records further showed he contacted customer service to deactivate. It is confusing as of which account he wants to cancel. I did not proceed to do so, because there is activity in both accounts (reports attached.) If Mr. [redacted] decides to cancel he can send me and email and I will proceed as requested. Just keep in mind that airtime is not refundable as per our terms and conditions state:Refunds and Returns. Account balances are not refundable, transferable, or redeemable for cash or credit. To the fullest extent permitted by law, H2O Devices are sold “as is” with no manufacturer warranty. H2O Devices purchased on h2owirelessnow.com or h2obolt.com are subject to H2O’s 14-day return policy found at h2owirelessnow.com and h2obolt.com. H2O Devices purchased in a retail location are subject to the return policy of the place of purchase. https://www.h2owirelessnow.com/mainControl.php?page=TcWe are willing to process a refund for the device; however we need to receive it. At this point we are asking Mr. [redacted] provided [redacted] tracking number in order for us to investigate. Our email address [redacted]Regards,Compliance CoordinatorLocus Telecommunications LLC
August 29, 2016 Revdex.com Re: ID# [redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences Mr. [redacted] might have experienced with our service. I reassure him that Locus...
Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that our customer service department, issued a trouble ticket with our underlying carrier to review the account for [redacted] to make sure there were no issues during activation. Our Supervisor called Mr. [redacted] but was not able to contacted him, However his notes indicate that he review the account and notice calls and text messages showed in the call records as successful. Since the issue has been satisfactory resolved via customer service. We respectfully consider this case closed. Regards, Compliance Coordinator Legal Department 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 [redacted], and find that this resolution is satisfactory to me. I would like to reiterate the fact that even though the phone may have been purchased on 12/9, it was shipped and did not reach us until the 16th. Therefore, the original request for an authorization number to return the phone and sim card were within the 14 day time period. (I was told to return it but would have to get authorization from the "front office" which apparently does not exist.) I even tried to call the corporate number only to find it was an answering machine and no one ever called me back. Further, I was never told prior to this notification that you would issue refund.Up until this episode I had been a satisfied customer of H2O.
Regards,
[redacted]
March 2, 2006 Revdex.com Re: ID# [redacted] ([redacted]) First we would like to extend our sincere apologies to Mrs. [redacted] for any inconveniences that might have occurred. We want to reassure her that Locus Telecommunications (H2O Wireless) remains...
committed to customer satisfaction. Locus Telecommunications will send a onetime free Alcatel phone due to the misunderstandings. We do not provide free phones to customers, however we appreciate that Mrs. [redacted] wanted to use our services. The phone will be shipped to the address in the Revdex.com complaint. Unfortunately we cannot refund since the original purchase was not done directly from Locus Telecomm; but through a third party store. Normally we ask customers to ask for refunds from them directly. Regards, Compliance Coordinator Locus Telecommunications LLC
We thank all parties for allowing us to review this matter and extend our sincere apologies for any inadvertent confusion, misunderstandings and or mutually undesired individual experiences.I assure everyone that we remain committed to satisfaction.In conjunction with such commitment and in an...
effort to conduct a fair and accurate investigation of the claims being made, I ask that the relevant H2O Wireless GSM prepaid phone number kindly be provided at everyone's earliest convenience.I also ask that our valued customer [turned temporary complainant] kindly provide a few examples to support his/her claims as we'd understandably prefer to focus our concentration on the relevant calendar period, individual [sample] calls, etc.We thank him/her in advance and in the interim note that as is stated within our Terms & Conditions, all calls are billed for the entire time that they are on our network, meaning from the moment SEND/TALK is hit, up until the moment END is hit.This includes any calls that terminate at answering machines, voicemail boxes or comparable. Additionally, calls are rounded up to the nearest whole minute.I eagerly await any related responses, as we understandably cannot proceed without knowing which specific product is being herein-referenced. Regards,Ricardo B[redacted] Sr. ManagerCustomer Relations
In accordance with and in response to the above-referenced matter, we thank Mr. [redacted] for allowing us to review this issue. We reassure him that Locus Telecommunications (H2O Wireless) remains committed to our customer’s satisfaction. Our records indicate that we received a port in...
request for MDN ###-###-#### on 5/7/2015. All required information submitted for a port in request was offered to us by the requesting part. Follow port in guidelines. After we received notice from Mr. [redacted], we took immediate steps to porting number to his original service provider. We have since resolved this matter by successfully porting back his MDN to T-Mobile as he requested. With no additional actions to take, we’ll proceed to consider this matter effectively resolve and closed.
Good Day,We thank all parties for having allowed us to review this individual matter and extend our apologies for any inadvertent confusion or misunderstanding, and note that we remain committed to customer satisfaction.The above said and in conjunction with such commitment, I've now thoroughly...
reviewed the matter and have found that some simple confusion seems to be at the root, as per my findings and calculations the complainant appears to have activated [at least] three separate numbers with us Locus/H2O of which boast the respective last four digits of: [redacted] and [redacted].And while I can also confirm that we've received prior correspondence requests for refunds, the mobile number and amount combinations repeatedly referenced therein failed to match our billing records, thus understandably rendering us unable to accommodate the individual requests. Furthermore, per our periodic staff internal notations, it simply doesn't appear as if the truly associated H2O number (ending in [redacted]) was every referenced, or maybe even never found, as it even took me a little leg work between databases/applications to find it as being associated with the ARC related debit/credit card.The above said and to ensure that I'll now be proceeding with the complainants wishes, I respectfully ask him/her to confirm that the pay-as-you-go service under the aforementioned H2O prepaid mobile number ending in [redacted] is to be effectively cancelled and rendered useless, as is the autorecharge account under it, and that the two most recent $9.00 ARC payments are to be refunded? I await the complainants response and thank all parties in advance for their continued patience and understanding. Sincere Regards,[redacted]Customer Relations
Revdex.com Complaint Re: ID# [redacted]) We extended our sincere apologies to Mrs. [redacted], for any inconvenience she might have occurred and assured her that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Mrs. [redacted]...
stated, it seems our website is not very clear when it comes to port in numbers. We are currently working on the issue. I have personally mailed a new SIM card to Mrs. [redacted]. To activate the SIM Card, please make sure that you contact our Customer Service Department ###-###-#### and make sure you tell the representative that is a port in request. Once the number has been ported in successfully, you can contact me [redacted] in order to transfer the funds from the old number to the new one. (Note: Representatives do not have the authorization to do it) The above being said, we respectfully consider this matter closed. Sincerely,[redacted]Compliance CoordinatorLegal DepartmentLocus Telecommunications, Inc.