Complaint: [redacted]
I am rejecting this response because: The was no issue with my credit card! The issue turned out to be with my address at fir** I put **. Peters but I kept getting the credit declined response. Then I tried **. [redacted] and it went through and a confirmation message was shown. At no time did anyone communicate to me the phone order was cancelled. I tried in good faith to call ask pointed que**ions and received wrong information or lies. The customer service is horrible!
**
Revdex.com Re: ID# [redacted] (Mr. [redacted]) In accordance with and in response to the above-referenced matter, we would like to thank Mr. [redacted] for allowing us to review this issue. I reassure him that Locus Telecommunications (H2O Wireless)...
remains committed to customer satisfaction. Our records indicate that you Mr. [redacted] activated the sim card on 9/27/2016. Records further showed that he added a $50.00 pin. We apologize for any misunderstanding or inconvenience this might have caused. I am currently working with our IT department o make sure the process is clear and easy for our customers. In response to your inquiry we processed a full refund in the amount of $50.00. Please allow 3 to 7 days for the credit to reflect in your account depending on your credit card financial entity. Please let me know if you would like to receive a new SIM Card. The above being said, we respectfully consider this matter closed. Regards, Compliance Coordinator Legal Department [redacted] Locus Telecommunications LLC
Revdex.com RE: ID# [redacted]) Mr./ Mrs. [redacted] mentions several issues he/she encountered. One is regarding terms and conditions, which all our packaging includes our booklet and reference to go to our website. In regards to his phone being suspended (frozen,) please know numbers can be port out within 60 days from frozen or suspended status. We do not have any issues in providing the pin number or account number to our customer for them to port out. I apologize again if there was any misunderstanding from our side. Regards, [redacted] Compliance Coordinator Risk Management Department Locus Telecommunications, Inc.
RevDex.comRe:
Complaint ID# [redacted]We
extend our apologies to [redacted] for any inconveniences he might have experience.
We reassure our customers that Locus Telecommunications (H20 Wireless) remains
committed to customer satisfaction.We
were not able to stablish an account with...
[redacted] because the account number
or order was not provided in the complaint. In an effort to help I sent an email to [redacted] requesting the order number,
which was not included in the original complaint and we did not received a
response. Based on his email address we
were able to stablish an order number [redacted].)Our
records indicate the device was not received. We then send a second email asking [redacted] to provide a FedEx tracking
number and we did not receive a response. [redacted] is one of our faithful customers and because the activation card in the
package has not been activated. We proceed
to refund him the total amount of $159.99 please allow 4 – 7 business days for
the credit to reflect in the credit card account depending on the financial
entity.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications LLC
May 11, 2016 Revdex.com Re: ID [redacted] ([redacted]) In response to the above referenced matter I open by re-extending our genuine apologies any confusion or misunderstanding that may have individually experienced. I reassure you that we remain committed to...
customer satisfaction. Our records indicated that you had a mobile number [redacted] which was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted]d... It was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted. In regards to port in out, even in our internal system the number shows “Frozen” the number is still active and available to port out. Until it changes status depending on the expiration date of service which is usually 30 days after the account is frozen. However we did not receive any port out request from any other service carrier. That been said we will respectfully consider this matter closed. Regards, Compliance Coordinator Locus Telecommunications LLC.
Revdex.com ID# [redacted] ( [redacted]) In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr. / Mr. [redacted] may have individually experienced. I reassured him/her that Locus Telecommunications remains committed to customer satisfaction. We have not received the device as of today 4/5/2016. We asked Mr. [redacted] for the [redacted] tracking number and he did not provided. We processed a $119.00 refund to Mr. [redacted]’s credit card for a total of two transactions one for 69.00 and the second for $50.00 please allow 3 to 7 days for the credit to reflect in the credit card account depending on the financial entity. both mobile numbers have been deactivated as per customers' request. In light of the above-summarized we’ll proceed to consider this matter to be effectible closed. Regards, Compliance Coordinator Locus Telecommunications, Inc. Tell us why here...
Revdex.com Re: [redacted] Complaint ID# [redacted] In response to the above reference matter it was noted that our Customer Relations Department was handling the issue directly with [redacted] Our records indicate that the issue has been satisfactory...
resolved and we respectfully consider this case closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
March 2, 2017 Revdex.com Re: ID# [redacted] ([redacted]) In response to the above reference matter, we would like to apologize to Mr./Mrs. [redacted] for any misunderstandings. I reassure him/her that we remain committed to Customer satisfaction. Our...
records indicated that hi/her mobile number [redacted] was deactivated on 10/8/2016. I review all records and was not able to find any air time recharges after the after the mobile number was deactivated. If customer recharged on January, we would not refund if services were rendered. With no further action to taken we would respectfully consider this matter closed, unless we hear otherwise. Regards, Compliance Coordinator Locus Telecommunications, LLC.
Revdex.comCase# [redacted]) First we would like to extend our sincere apologies to Mr. [redacted] for any delays and inconveniences that might have occurred I reassure him that we reaming committed to customersatisfaction. Our records indicate that Mr. [redacted]...
purchase a $30 Airtime pin that includes a free Lynxx X2S free phone and paid $10.00 for saver shipping service. The purchase took place between the hours of Thursday April 2nd and Friday April 3rd. Our office was closed on Friday April 3rd to observe Good Friday. Mr. [redacted] order is currently in transit. In recognition on how this matter has impact our customer, for that reason I have refund customer the $10.00 shipping charges. The above being said, we respectfully consider this matter effectible closed unless we hear otherwise.
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.
Regards,
[redacted]
[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.
Regards,
[redacted]
Revdex.com ID# [redacted]) In response to the above referenced matter I extend our apologies for any misunderstanding or inconvenience that you may have experienced. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to...
customer satisfaction. MDN [redacted] was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted] It was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted. Once the account brakes the terms and conditions regarding excess data we are no longer able to restore the mobile number under H2O Wireless service. records further showed the MDN was successfully port out on June 7 2016I regards to the airtime card, the purchase involves a third party, we respectfully suggest for you to contact them and follow their return and exchange policy. We respectfully consider this matter closed unless we hear otherwise. Regards, Compliance Coordinator Locus Telecommunications LLC.
We thank all parties for allowing us to re-address this individual matter and we re-extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstanding. We reassure all parties that we remain committed to satisfaction.Despite said commitment, we regrettably...
cannot accommodate every request that is posed to us. This, as is supported by our TERMS & CONDITIONS at [redacted] includes our ability to provide a refund for redeemed airtime balances/PINs/plans, and or used services, as is the case in this matter.Elaborating on such, I respectfully note that H2O has no ability to pre-determine if a given, non-H2O provided/sold phone is fully compatible with our herein-discussed prepaid service and or if said device is capable of supporting our required service-corresponding settings, etc. Whereby, when a valued customer utilizes their own phone under our service, they do so understanding said inherent risks. And while our "Live" staff will most certainly do their best to perform basic troubleshooting on such unfamiliar device, theirs only so much they could realistically do, and thus, we often recommend to such customers that they contact the phone manufacturer, or scour the web for additional assistance with non-H2O provided/purchased phones.In the end, and given the GSM & SIM technologies beyond used under our herein-discussed prepaid service, said service is rendered by way of an H2O SIM. Meaning, that if one device/phone isn't supported or is deemed to be incompatible, the SIM simply needs to be transferred to a phone/device that is. Nevertheless, the non-refundable H2O prepaid service is being rendered [without interruption] throughout.And, as our internal records further support, our service has been actively used and never [once] denied by us, since the relevant phone number was ported in to H2O and activated under the relevant H2O SIM. In fact, said records support that said service has been used as recent as 08/19/17, further dictating that a refund simply isn't possible.We thank everyone for hearing out our position on this matter and for taking notice of our aforementioned TERMS, as we will continue to consider this matter to stem from an isolated "device incompatibility" issue, as opposed to a service issue, and thus will continue to consider this matter to be effectively closed, as H2O service is being rendered and used. Sincere Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations
We extend our apologies to Mr. [redacted] for any misunderstandings or frustrations he might have experienced. We reassure him that we remain committed to customer satisfaction.Mr. [redacted] did not include the calling card pin number in the complaint. In an effort to help in regards of this matter, I...
personally e-mailed her requesting information in order form us toinvestigate the issue he brought to our attention. However, we have not received a response. To better assist Mr. [redacted] in regards to this matter we ask her to please provide the Calling card in question Pin Number and his Telephone company statement. That being said and unless we hear otherwise, we will respectfully consider this case closed.
Revdex.com Re: ID [redacted]) We would like to apologize for any inconveniences Mr./Mrs. ** might have experienced. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Locus Telecommunications sent several text and email blasts,...
letting customers know that H2O Wireless was not going to support 2G phones as of January 1st 2017. In order to support our customers we also offered free phones for customers that qualified. Unfortunately we cannot answer as of why Mr./Mrs. ** did not received those notifications. As requested a full refund in the amount of $10.00 has been process; please allow 3 to 7 days for the credit to reflect in your account depending on your credit card financial entity. Note your phone number will be disconnected and unable to port as of 4/14/2017. We respectfully consider this case closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
Revdex.com Re: ID# [redacted] ([redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service. I reassure Mr./Mrs. [redacted] that Locus Telecommunications (H2O Wireless) remains...
committed to customer satisfaction. Our records indicate that our customer service department H2O issue a refund in the amount of $27.00 We have love to have new customers and we are very sorry that your transfer was not completed properly. 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.
Regards,
[redacted]
We thank our valued, former customer(s) for allowing us to re-address this matter and extend our sincere apologies for any prior inadvertent confusion, misunderstandings and or other, mutually undesired experience(s). We humbly reassure all concerned parties that we remain committed to...
satisfaction despite what his/her/their individual experience may have led him/her/them to temporarily believe. In an effort to clarify matters, I respectfully refer all to our websites online shopping Return & Exchange Policy at [redacted] that clearly states that while we accept merchandise returns within 14-days of the original delivery date, merchandise must be in “like new”, unused/unredeemed condition. This, meaning, that once a “plan” or “hard-card” is redeemed, loaded and or scratched, it no longer qualifies for a refund. Instead and as equally stated therein, any merchandise returns deemed to be ineligible for refunds will be returned to the customer/sender (despite what may have been requested on the accompanying Return & Exchange Form). *Note: As the related Return & Exchange form stipulated that a return be processed, the merchandise was understandably returned to the sender/customer. Respectfully expanding on what other variables may have factored into our Sales Teams decision, I note that our internal records support that both SIMs were not only activated with H2O Wireless GSM prepaid mobile numbers ###-###-#### and ###-###-#### respectively on 10/18/17 (an action that in itself disqualifies the SIMs/Plans from being refund-eligible), said records also support that our H2O service under each number was used, be it for inbound and our outbound activity. Beyond the latter, I respectfully note that all H2O SIMs are 4G LTE data capable. However, as is stipulated within our overall “TERMS”, individual customer experiences may vary based on a host of reasons, to especially include geographical location (i.e. lack of underlying carrier coverage), handset/device issues and or compatibility (i.e. defects within an individual handset, the devices incompatible specifications, the devices inability to accept our over-the-air (OTA) data service profile, etc.), etc. Despite the herein-summarized which unfortunately dictates that no refunds be issued, I’ll now nevertheless proceed to request [from my aforementioned Sales Team colleagues] that they consider making a good-faith exception. Of course, the final decision will be at their discretion, whereby and in recognition of the long holiday weekend virtually upon us and the natural processing period typically associated with refund issuances, I ask that our former valued customer kindly allow 7-14 days to see a refund on his/her credit card. I close by also emphasizing that as is equally stated within the aforementioned Return & Exchange Policy; the eventual refund (if granted and issued) may or may not include original shipping and handling costs. In light of all which was summarized herein, we’ll proceed to consider this matter to be effectively closed. Regards,R. B[redacted], Sr. ManagerCustomer Relations Department
We thank everyone for their collaboration in getting us the additional information we required to move forward.Having since received such and having now had the chance to thoroughly review the matters, we respectfully note that simply and honest confusion appears to be at the root.Elaborating on this, I respectfully note that the TERMS and FAQs of our Refer a Friend Program (RAF) found at https://www.h2owirelessnow.com/mainControl.php?page=refer-a-friend clearly emphasize the following: "Please note that your friend must activate/port in online and has to go back to www.h2owirelessnow.com to activate their phone or check the status of their port in". Unfortunately, the "referred parties" activation/port in did not take place by way of our aforementioned site as stipulated, hence why the otherwise advertised points were not systematically generated, nor applied accordingly. Again, apparently simple confusion or inadvertent misunderstanding surrounding the TERMS or qualifying activity, etc. All in all, no malicious intentions were ever involved and we remain committed to satisfaction.In conjunction with said commitment and to further support our good-faith efforts, I've since requested that the otherwise applicable RAF points/rewards be respectively applied under the related www.h2owirelessnow.com accounts. I simply ask that all concerned parties afford us a few business days as such is handled off-site and needs to be manually fulfilled, in the order received.In light of the above summarized and in anticipation of manual application of RAF points taking place within the next few business days, I close by again extending our sincere apologies for any prior, inadvertent and mutually undesired confusion or misunderstanding and by thanking all parties for allowing us to readdress this individual matter.We now consider this case/complaint to be effectively closed. Regards,Ricardo B., Sr. ManagerCustomer Relations Department
Revdex.com Re: Complaint ID# [redacted]) In response to the above matter, we extended our sincere apologies for any misunderstanding that might have occurred. I reassure Mrs. [redacted] that Locus Telecommunications (H20 Wireless) remains committed to customer...
satisfaction. Our records indicate that you have a Pay As You Go Plan. Records further showed your account balance was due to expired on 2/16/2016 the account had a remaining balance of $5.60. Normally we recommend customers to replenish at least the day before the expiration date to avoid losing their account balance. Our terms and conditions states: 18. Prepaid Refills. H2O Wireless Monthly plans expire 30 days after loaded to your account. H2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill card. Unused minutes or data allowance do not roll over. If you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.e. no 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 card. If your account balance falls to zero while you are on a call, the call will be disconnected. If your account is inactive, you will not be able to utilize your wireless device for any purpose. Your account and phone number will be cancelled if the balance remains at $0 for 30 consecutive days or more. H2O refills can only be used with H2O Devices. Credits 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 number. If you wish to use Services after your account has been de-activated, call Customer Service for reactivation. There may be a charge to reactivate and we cannot ensure that the same phone number will be available. [redacted] Out of courtesy, we credit the $5.60 back into her account. Expiration date is 05/17/2016 That being said, we consider this case satisfactorily resolved. Regards, Compliance Coordinator Locus Telecommunications LLC
Complaint: [redacted]
I am rejecting this response because: The was no issue with my credit card! The issue turned out to be with my address at fir** I put **. Peters but I kept getting the credit declined response. Then I tried **. [redacted] and it went through and a confirmation message was shown. At no time did anyone communicate to me the phone order was cancelled. I tried in good faith to call ask pointed que**ions and received wrong information or lies. The customer service is horrible!
**
Revdex.com Re: ID# [redacted] (Mr. [redacted]) In accordance with and in response to the above-referenced matter, we would like to thank Mr. [redacted] for allowing us to review this issue. I reassure him that Locus Telecommunications (H2O Wireless)...
remains committed to customer satisfaction. Our records indicate that you Mr. [redacted] activated the sim card on 9/27/2016. Records further showed that he added a $50.00 pin. We apologize for any misunderstanding or inconvenience this might have caused. I am currently working with our IT department o make sure the process is clear and easy for our customers. In response to your inquiry we processed a full refund in the amount of $50.00. Please allow 3 to 7 days for the credit to reflect in your account depending on your credit card financial entity. Please let me know if you would like to receive a new SIM Card. The above being said, we respectfully consider this matter closed. Regards, Compliance Coordinator Legal Department [redacted] Locus Telecommunications LLC
Revdex.com RE: ID# [redacted]) Mr./ Mrs. [redacted] mentions several issues he/she encountered. One is regarding terms and conditions, which all our packaging includes our booklet and reference to go to our website. In regards to his phone being suspended (frozen,) please know numbers can be port out within 60 days from frozen or suspended status. We do not have any issues in providing the pin number or account number to our customer for them to port out. I apologize again if there was any misunderstanding from our side. Regards, [redacted] Compliance Coordinator Risk Management Department Locus Telecommunications, Inc.
RevDex.comRe:
Complaint ID# [redacted]We
extend our apologies to [redacted] for any inconveniences he might have experience.
We reassure our customers that Locus Telecommunications (H20 Wireless) remains
committed to customer satisfaction.We
were not able to stablish an account with...
[redacted] because the account number
or order was not provided in the complaint. In an effort to help I sent an email to [redacted] requesting the order number,
which was not included in the original complaint and we did not received a
response. Based on his email address we
were able to stablish an order number [redacted].)Our
records indicate the device was not received. We then send a second email asking [redacted] to provide a FedEx tracking
number and we did not receive a response. [redacted] is one of our faithful customers and because the activation card in the
package has not been activated. We proceed
to refund him the total amount of $159.99 please allow 4 – 7 business days for
the credit to reflect in the credit card account depending on the financial
entity.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications LLC
May 11, 2016 Revdex.com Re: ID [redacted] ([redacted]) In response to the above referenced matter I open by re-extending our genuine apologies any confusion or misunderstanding that may have individually experienced. I reassure you that we remain committed to...
customer satisfaction. Our records indicated that you had a mobile number [redacted] which was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted]d... It was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted. In regards to port in out, even in our internal system the number shows “Frozen” the number is still active and available to port out. Until it changes status depending on the expiration date of service which is usually 30 days after the account is frozen. However we did not receive any port out request from any other service carrier. That been said we will respectfully consider this matter closed. Regards, Compliance Coordinator Locus Telecommunications LLC.
Revdex.com ID# [redacted] ( [redacted]) In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr. / Mr. [redacted] may have individually experienced. I reassured him/her that Locus Telecommunications remains committed to customer satisfaction. We have not received the device as of today 4/5/2016. We asked Mr. [redacted] for the [redacted] tracking number and he did not provided. We processed a $119.00 refund to Mr. [redacted]’s credit card for a total of two transactions one for 69.00 and the second for $50.00 please allow 3 to 7 days for the credit to reflect in the credit card account depending on the financial entity. both mobile numbers have been deactivated as per customers' request. In light of the above-summarized we’ll proceed to consider this matter to be effectible closed. Regards, Compliance Coordinator Locus Telecommunications, Inc. Tell us why here...
Revdex.com Re: [redacted] Complaint ID# [redacted] In response to the above reference matter it was noted that our Customer Relations Department was handling the issue directly with [redacted] Our records indicate that the issue has been satisfactory...
resolved and we respectfully consider this case closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
March 2, 2017 Revdex.com Re: ID# [redacted] ([redacted]) In response to the above reference matter, we would like to apologize to Mr./Mrs. [redacted] for any misunderstandings. I reassure him/her that we remain committed to Customer satisfaction. Our...
records indicated that hi/her mobile number [redacted] was deactivated on 10/8/2016. I review all records and was not able to find any air time recharges after the after the mobile number was deactivated. If customer recharged on January, we would not refund if services were rendered. With no further action to taken we would respectfully consider this matter closed, unless we hear otherwise. Regards, Compliance Coordinator Locus Telecommunications, LLC.
Revdex.comCase# [redacted]) First we would like to extend our sincere apologies to Mr. [redacted] for any delays and inconveniences that might have occurred I reassure him that we reaming committed to customersatisfaction. Our records indicate that Mr. [redacted]...
purchase a $30 Airtime pin that includes a free Lynxx X2S free phone and paid $10.00 for saver shipping service. The purchase took place between the hours of Thursday April 2nd and Friday April 3rd. Our office was closed on Friday April 3rd to observe Good Friday. Mr. [redacted] order is currently in transit. In recognition on how this matter has impact our customer, for that reason I have refund customer the $10.00 shipping charges. The above being said, we respectfully consider this matter effectible closed unless we hear otherwise.
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.
Regards,
[redacted]
[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.
Regards,
[redacted]
Revdex.com ID# [redacted]) In response to the above referenced matter I extend our apologies for any misunderstanding or inconvenience that you may have experienced. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to...
customer satisfaction. MDN [redacted] was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted] It was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted. Once the account brakes the terms and conditions regarding excess data we are no longer able to restore the mobile number under H2O Wireless service. records further showed the MDN was successfully port out on June 7 2016I regards to the airtime card, the purchase involves a third party, we respectfully suggest for you to contact them and follow their return and exchange policy. We respectfully consider this matter closed unless we hear otherwise. Regards, Compliance Coordinator Locus Telecommunications LLC.
We thank all parties for allowing us to re-address this individual matter and we re-extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstanding. We reassure all parties that we remain committed to satisfaction.Despite said commitment, we regrettably...
cannot accommodate every request that is posed to us. This, as is supported by our TERMS & CONDITIONS at [redacted] includes our ability to provide a refund for redeemed airtime balances/PINs/plans, and or used services, as is the case in this matter.Elaborating on such, I respectfully note that H2O has no ability to pre-determine if a given, non-H2O provided/sold phone is fully compatible with our herein-discussed prepaid service and or if said device is capable of supporting our required service-corresponding settings, etc. Whereby, when a valued customer utilizes their own phone under our service, they do so understanding said inherent risks. And while our "Live" staff will most certainly do their best to perform basic troubleshooting on such unfamiliar device, theirs only so much they could realistically do, and thus, we often recommend to such customers that they contact the phone manufacturer, or scour the web for additional assistance with non-H2O provided/purchased phones.In the end, and given the GSM & SIM technologies beyond used under our herein-discussed prepaid service, said service is rendered by way of an H2O SIM. Meaning, that if one device/phone isn't supported or is deemed to be incompatible, the SIM simply needs to be transferred to a phone/device that is. Nevertheless, the non-refundable H2O prepaid service is being rendered [without interruption] throughout.And, as our internal records further support, our service has been actively used and never [once] denied by us, since the relevant phone number was ported in to H2O and activated under the relevant H2O SIM. In fact, said records support that said service has been used as recent as 08/19/17, further dictating that a refund simply isn't possible.We thank everyone for hearing out our position on this matter and for taking notice of our aforementioned TERMS, as we will continue to consider this matter to stem from an isolated "device incompatibility" issue, as opposed to a service issue, and thus will continue to consider this matter to be effectively closed, as H2O service is being rendered and used. Sincere Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations
We extend our apologies to Mr. [redacted] for any misunderstandings or frustrations he might have experienced. We reassure him that we remain committed to customer satisfaction.Mr. [redacted] did not include the calling card pin number in the complaint. In an effort to help in regards of this matter, I...
personally e-mailed her requesting information in order form us toinvestigate the issue he brought to our attention. However, we have not received a response. To better assist Mr. [redacted] in regards to this matter we ask her to please provide the Calling card in question Pin Number and his Telephone company statement. That being said and unless we hear otherwise, we will respectfully consider this case closed.
Revdex.com Re: ID [redacted]) We would like to apologize for any inconveniences Mr./Mrs. ** might have experienced. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Locus Telecommunications sent several text and email blasts,...
letting customers know that H2O Wireless was not going to support 2G phones as of January 1st 2017. In order to support our customers we also offered free phones for customers that qualified. Unfortunately we cannot answer as of why Mr./Mrs. ** did not received those notifications. As requested a full refund in the amount of $10.00 has been process; please allow 3 to 7 days for the credit to reflect in your account depending on your credit card financial entity. Note your phone number will be disconnected and unable to port as of 4/14/2017. We respectfully consider this case closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
Revdex.com Re: ID# [redacted] ([redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service. I reassure Mr./Mrs. [redacted] that Locus Telecommunications (H2O Wireless) remains...
committed to customer satisfaction. Our records indicate that our customer service department H2O issue a refund in the amount of $27.00 We have love to have new customers and we are very sorry that your transfer was not completed properly. 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.
Regards,
[redacted]
We thank our valued, former customer(s) for allowing us to re-address this matter and extend our sincere apologies for any prior inadvertent confusion, misunderstandings and or other, mutually undesired experience(s). We humbly reassure all concerned parties that we remain committed to...
satisfaction despite what his/her/their individual experience may have led him/her/them to temporarily believe. In an effort to clarify matters, I respectfully refer all to our websites online shopping Return & Exchange Policy at [redacted] that clearly states that while we accept merchandise returns within 14-days of the original delivery date, merchandise must be in “like new”, unused/unredeemed condition. This, meaning, that once a “plan” or “hard-card” is redeemed, loaded and or scratched, it no longer qualifies for a refund. Instead and as equally stated therein, any merchandise returns deemed to be ineligible for refunds will be returned to the customer/sender (despite what may have been requested on the accompanying Return & Exchange Form). *Note: As the related Return & Exchange form stipulated that a return be processed, the merchandise was understandably returned to the sender/customer. Respectfully expanding on what other variables may have factored into our Sales Teams decision, I note that our internal records support that both SIMs were not only activated with H2O Wireless GSM prepaid mobile numbers ###-###-#### and ###-###-#### respectively on 10/18/17 (an action that in itself disqualifies the SIMs/Plans from being refund-eligible), said records also support that our H2O service under each number was used, be it for inbound and our outbound activity. Beyond the latter, I respectfully note that all H2O SIMs are 4G LTE data capable. However, as is stipulated within our overall “TERMS”, individual customer experiences may vary based on a host of reasons, to especially include geographical location (i.e. lack of underlying carrier coverage), handset/device issues and or compatibility (i.e. defects within an individual handset, the devices incompatible specifications, the devices inability to accept our over-the-air (OTA) data service profile, etc.), etc. Despite the herein-summarized which unfortunately dictates that no refunds be issued, I’ll now nevertheless proceed to request [from my aforementioned Sales Team colleagues] that they consider making a good-faith exception. Of course, the final decision will be at their discretion, whereby and in recognition of the long holiday weekend virtually upon us and the natural processing period typically associated with refund issuances, I ask that our former valued customer kindly allow 7-14 days to see a refund on his/her credit card. I close by also emphasizing that as is equally stated within the aforementioned Return & Exchange Policy; the eventual refund (if granted and issued) may or may not include original shipping and handling costs. In light of all which was summarized herein, we’ll proceed to consider this matter to be effectively closed. Regards,R. B[redacted], Sr. ManagerCustomer Relations Department
We thank everyone for their collaboration in getting us the additional information we required to move forward.Having since received such and having now had the chance to thoroughly review the matters, we respectfully note that simply and honest confusion appears to be at the root.Elaborating on this, I respectfully note that the TERMS and FAQs of our Refer a Friend Program (RAF) found at https://www.h2owirelessnow.com/mainControl.php?page=refer-a-friend clearly emphasize the following: "Please note that your friend must activate/port in online and has to go back to www.h2owirelessnow.com to activate their phone or check the status of their port in". Unfortunately, the "referred parties" activation/port in did not take place by way of our aforementioned site as stipulated, hence why the otherwise advertised points were not systematically generated, nor applied accordingly. Again, apparently simple confusion or inadvertent misunderstanding surrounding the TERMS or qualifying activity, etc. All in all, no malicious intentions were ever involved and we remain committed to satisfaction.In conjunction with said commitment and to further support our good-faith efforts, I've since requested that the otherwise applicable RAF points/rewards be respectively applied under the related www.h2owirelessnow.com accounts. I simply ask that all concerned parties afford us a few business days as such is handled off-site and needs to be manually fulfilled, in the order received.In light of the above summarized and in anticipation of manual application of RAF points taking place within the next few business days, I close by again extending our sincere apologies for any prior, inadvertent and mutually undesired confusion or misunderstanding and by thanking all parties for allowing us to readdress this individual matter.We now consider this case/complaint to be effectively closed. Regards,Ricardo B., Sr. ManagerCustomer Relations Department
Revdex.com Re: Complaint ID# [redacted]) In response to the above matter, we extended our sincere apologies for any misunderstanding that might have occurred. I reassure Mrs. [redacted] that Locus Telecommunications (H20 Wireless) remains committed to customer...
satisfaction. Our records indicate that you have a Pay As You Go Plan. Records further showed your account balance was due to expired on 2/16/2016 the account had a remaining balance of $5.60. Normally we recommend customers to replenish at least the day before the expiration date to avoid losing their account balance. Our terms and conditions states: 18. Prepaid Refills. H2O Wireless Monthly plans expire 30 days after loaded to your account. H2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill card. Unused minutes or data allowance do not roll over. If you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.e. no 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 card. If your account balance falls to zero while you are on a call, the call will be disconnected. If your account is inactive, you will not be able to utilize your wireless device for any purpose. Your account and phone number will be cancelled if the balance remains at $0 for 30 consecutive days or more. H2O refills can only be used with H2O Devices. Credits 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 number. If you wish to use Services after your account has been de-activated, call Customer Service for reactivation. There may be a charge to reactivate and we cannot ensure that the same phone number will be available. [redacted] Out of courtesy, we credit the $5.60 back into her account. Expiration date is 05/17/2016 That being said, we consider this case satisfactorily resolved. Regards, Compliance Coordinator Locus Telecommunications LLC