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 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.
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.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
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
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...
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.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.
[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.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]
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
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
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.
[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. However, I will note that I have contacted this business several times since the refund was apparently approved and not one person notified me I would be getting the refund. Had I been notified, I would not have continued to inquire.
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. Locus Telecommunications should really train their customer service representatives to be more helpful and to resolve customer problems instead of forcing customers to file complaints with Revdex.com though.
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]
[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
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 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.
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.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
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
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...
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.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.
[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.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]
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
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
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.
[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. However, I will note that I have contacted this business several times since the refund was apparently approved and not one person notified me I would be getting the refund. Had I been notified, I would not have continued to inquire.
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. Locus Telecommunications should really train their customer service representatives to be more helpful and to resolve customer problems instead of forcing customers to file complaints with Revdex.com though.
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]
[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