[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 Re: ID# [redacted] ([redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences Mrs. [redacted] might have...
experienced with our service. I reassure her that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that customer purchased a phone a starter kit. Unfortunately due to a missing apartment number we were not able to deliver properly. The issue was brought up to our sales department and after verifying the apartment number, the package was successfully deliverd. Our records indicate that the issue has been satisfactory resolved. 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]
Revdex.com RE: ID# [redacted]) We would like to thank you for allowing us to review this matter. We reassure you, that Locus Telecommunications (H2O W ireless) remains committed to ethical business practices and customer satisfaction alike. ...
Our internal records indicated that account ###-###-#### is currently active; our records further showed that customer added minutes on 12/30/2016 and the expiration date will be 1/31/2017 (as per the attached) Our terms and conditions state that the day you add minutes should count as part of the 30 days. 18. Expiration and Prepaid Refills. H2O Wireless Monthly plans are good for a period of 30 days at the applicable charge and expire at 11:59 p.m. C.S.T. on the 30th day; when you first activate a Monthly plan, the day the plan is activated counts as the first full day and counts towards the first 30 days, accordingly, during the first month of activation, your Monthly plan may be less than a full 30 days depending on the time of plan activation. H2O Wireless Pay As You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill card.If you switch between plans, the features and Airtime days associated with your prior plan will no longer be available. If you recharge a Pay As You Go plan before expiration, remaining Airtime minutes and Airtime days will stack. If you recharge a Monthly plan before expiration, only Data will stack (up to 5GB). Stacking is not available for H2O BOLT plans. 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. https://www.h2owirelessnow.com/mainControl.php?page=Tc Due to any misunderstanding we have extended 7 days to the expiration date to both accounts as a one-time courtesy credit. That being said, we’ll proceed to consider this matter respectfully closed. Regards, Compliance Group Legal Department Locus Telecommunications, Inc.
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.
We thank everyone for allowing us to re-address this individual complaint and extend our sincere apologies for any inadvertent misunderstanding or frustration(s), as we reassure everyone that we remain committed to satisfaction. The above said, I open by respectfully noting...
that virtually every carrier/service-provider in the industry (be it prepaid or post-paid) boasts separate departments to handle different areas of their respective businesses to include PORT DEPARTMENTS. With the best of intentions, we too recently launched a new department and dedicated team to assist with port-related matters. Unfortunately, as is common with new initiatives, we've experienced some challenges which we continue to internally tackle for the sake of optimizing the end user experience. We continue to express our sincere apologies for any mutually desired experiences in the interim and reassure everyone that we expect a viable resolution in the near future. In the interim, we'll attempt to contact the complainant at his/her herein-provided daytime contact number with the hopes of facilitating an amicable resolution to this individual matter, citing that "if" in the event that he/she is unavailable, or "if" he/she should happen to attempt to contact us first, our "Live" staff remain and willing (by way of the appropriate department) to assist. In light of the above summarized and latter statements, we'll understandably proceed to consider this matter to be effectively closed. Regards, R. B[redacted] Sr. Manager Customer Relations
Complaint: [redacted]
I am rejecting this response because: The business said that I have activated three lines. However, the line ending with [redacted] was converted to [redacted]. So, I have never had three lines open, and should never have been charged for the third line. I now request the business to check if they have overcharged me on more than two occasion and to refund all the overcharged money (at least $18).
Regards,
[redacted]
Revdex.com Re: ID# [redacted]) In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure him that Locus Telecommunications remains committed to customer satisfaction. Our records...
indicate that you he enrolled his account for auto recharge in the $40.00 Monthly plan. He can change the plan anytime, however we recommend our customers to change the same day or a day before expiration date. Otherwise they expiration date will change and they will have to recharge sooner than normal. I will contact the customer in order to provide the instructions to change the auto-recharge amount. That being said, we consider this case satisfactorily resolved. Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc.
We thank all herein-copied parties for allowing us to review this individual matter and thus, extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstanding. I assure all, that we remain committed to customer satisfaction.The above said and while the...
aforementioned commitment is of paramount importance to us, and while we most certainly value our loyal customer feedback, suggestions, critiques and or otherwise, we unfortunately don't currently offer, nor support the feature that he/she has referenced within their Revdex.com of NJ correspondence, i.e. "tethering" or "hot-spot" capabilities. *For clarity, both our official TERMS at [redacted] and AUTHORIZED USE POLICY [redacted] publicly stipulate such.In light of the above current fact(s) and recognizing that our valued customer may boast an individual need for such type of service, we alternately suggest that he/she review our H2O Bolt prepaid service at [redacted] .I close by emphasizing that Locus (dba "H2O") is always seeking to innovate and provide its valued customers with more for their money, whereby, while we may not offer the herein-discussed service/feature today, such "may" be offered in the future. whereby we'll consider this matter to be effectively closed. Sincere Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations Department
Revdex.comConsumer Affairs BureauRe: Complaint ID# [redacted]First we would like to extend our sincere apologies to [redacted] for any delays and inconveniences that might have occurred and assured him, that we reaming committed to customer satisfaction. We thank [redacted] for...
returning the device back to us. We have processed a two refunds, one in the amount of $55.00 and the second one for $45.00 a total amount of $90.00 to [redacted]’s original credit card use for purchase. Please allow 4 to 7 business days for the credit to reflect in the credit card account depending on the financial entity. In light of the above-summarized we’ll proceed to consider this matter to be effectible closed.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications, Inc.
Revdex.comID# [redacted])In response to the above matter, we extended our sincere apologies to Mr. [redacted] for any inconvenience or misunderstanding that might have occurred. I assured him that we remain committed to customer satisfaction. Ms. [redacted]...
###-###-#### is currently active with our [redacted] rate plan. His rate plan changed for an inexplicable reason. We are currently working with our IT department to find out if there is any glitch in the system.Our customer service assistant manager called Mr. [redacted] unfortunately we have not been able to contact him. In order for us to change the rate plan, he will have to be on the line to be able to reset his hand set. Regards,[redacted]Compliance CoordinatorLocus Telecommunications, Inc.
I apologize for any confusion as while we welcome suggestions and feedback, when it's all said and done and as is stipulated within our aforementioned TERMS we simply don't offer the feature you seek under our herein-discussed prepaid service.That being said and unless such should change [within our service packages] in the future, there is currently no course of action [on our end] to be taken, nor is there a need to discuss this "non-matter" further by way of this forum is there exists no true "service issue", as any and all "service-related" features [advertised or otherwise] are and or were available and used under the relevant mobile number. We'll continue to consider this matter to be effectively closed and respectfully request that the Revdex.com consider doing the same as I reiterate that there exists NO "service issue" as claimed by our valued customer... Instead, we simply DO NOT offer such feature, nor do we advertise it ANYWHERE. Regards,Ricardo B[redacted] Sr. ManagerCustomer Relations Department
Revdex.com Consumer Affairs Re: Complaint ID# [redacted] ( [redacted]) We expressed our sincere apologies any inconvenience that may have occurred while using one of our products. We reassured him that Locus Telecommunications is committed to customer’s satisfaction. We took the...
liberty to contact Ms. [redacted] via email requesting the pin numbers she attempted to use. PIN [redacted] and PIN [redacted] Our records indicate these pins did not expired, but were part of a few cards that had to be deactivated due to an internal investigation. We have provided three $5.00 new pins to Ms. [redacted] via email. Two pins for replacement and one extra for the inconvenience. We respectfully will consider this matter to be effectively resolved, unless we hear otherwise. Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc.
We thank all parties for allowing us to readdress this issue and we extend our sincere apologies to all for any inadvertent confusion and or misunderstandings. I humbly reassure everyone that we remain committed to satisfaction. The above said, I proceed to note that per our internal...
database notations and or records where this valued customer is concerned, we’ve simply been unable to neither confirm nor replicate this valued customers individual experiences, nor are we fielding similar feedback from other equally valued customers in the same geo-area. In fact, all individual troubleshooting efforts intermittently exhausted by our staff to date suggests that hers is an unfortunate “device-related” issue, as opposed to a “service” related issue. Considering the latter, in addition to the continuously recorded usage under such (e.g. inbound/outbound voice, text and data) which clearly supports that H2O service “has been” and “continues to be” rendered to the relevant SIM (mobile number), we're understandably unable to accommodate any refunds whatsoever. With regards to the porting out matter and while we hate losing any valued customer, we remain equally available to assist our valued customer with such despite what recent experiences (i.e. mutually undesired hold times) may suggest. To further support such, we'll be attempting to contact this valued customer at her herein-stipulated daytime contact number in hopes of facilitating an amicable resolution to her isolated scenario.In light of the latter and as no refunds are due, I close by noting that we’ll proceed to consider this matter to be effectively closed. Sincere Regards, R. B[redacted], Sr. Manager Customer Relations
November
23, 2015[redacted]First we would like to extend our
sincere apologies for any inconveniences [redacted] might have experienced while
trying to use our product. I reassure her that Locus Telecommunications (H2O
Wireless) remains...
committed to customer’s satisfaction. Our records indicate
that the bolt device that [redacted] ordered from us was mailed to the wrong address
due to a numeric address error. I contacted
[redacted] to make arrangements to place a new order for the bolt device;
however I explained to her that her credit card will have to be charge again to
add air time to the device in order to be active. [redacted] said she would call me back to make
sure her credit card had enough funds to cover for the airtime charge. I waited several days; unfortunately she did
not call me back.We are looking forward to make
business with [redacted], until then, we would respectfully consider this matter
closed.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications, Inc.
We thank Mr. Reid for allowing us the opportunity to potentially clarify any lingering misunderstanding or confusion pertaining to his [and his Mother's] unfortunate and individual situation, and I respectfully reassure both that we remain committed to satisfaction despite what any inadvertent...
delays in following-up with his/her most recent communication with us may suggest.The above said and having thoroughly reviewed our internal records I respectfully advise that while we continue to genuinely empathize with their unfortunate situation, we only see single replenishments occurring on the herein-discussed H2O Wireless GSM prepaid mobile number during the relevant calendar period. Said replenishments systematically occurred on 12/12/16, 01/11/17, 02/10/17, 03/12/17, 04/11/17 and 06/10/17 (I didn't find any for May-2017) and they stem from said mobile numbers enrollment under our autorecharge (ARC) program. We do not see any evidence of any other payments or replenishments occurring from alternate sources (or otherwise) during the same calendar period. *H2O prepaid services were rendered for all aforementioned ARC payments.It's because of our herein-summarized findings and due to the fact that we don't own, nor operate any retail locations [meaning that we cannot access external records, nor do we have influence nor authority over said business, nor their individual refund policies] that we remain unable to issue any refunds, nor extend any feasible assistance. We continue to implore Mr. [redacted] and or his Mother that they seek assistance or refunds from the respectively involved 3rd party retail location(s).I hope that this proves to be the clarification that may have been previously missing and note that in conjunction with my opening statement and as a closing good faith gesture I've taken the liberty of granting a complimentary month of H2O prepaid service under the herein-discussed H2O prepaid mobile number and have adjusted the corresponding ARC account accordingly, bringing said numbers new expiration date and next ARC execution date to 08/10/17, from the former 07/10/17. Sincere Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations
[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 all parties for allowing us to readdress this issue and extend our sincere apologies to our valued customer for any inadvertent misunderstanding surrounding "returned goods" and respectfully note that as is clearly stated within our official ecommerce site's RETURN & EXCHANGE...
POLICY at [redacted] 4-6 weeks is the expected turnaround time for returned items.The above said and as our internal records support that the returned goods were received at our warehouse during the 2nd half (if not the tail end) of January 2018 without the originally provided return label (aka RMA) or alternate courier-corresponding tracking, the processing of his/her return is directly in-line with said, publicly advertised RETURN POLICY of 4-6 week processing time. Meaning, that even if this matter had not been externally escalated to the Revdex.com, the desired refund would've naturally been processed over the course of the next few days.However, as a gesture of good faith, we've now expedited the process a bit and have issued the applicable a full (as S/H costs aren't normally refunded, as is equally stipulated within the aforementioned return policy) $35 full refund today. We simply ask that the complainant allow the natural 3-5 business day bank(s) processing period for such to appear on his/her banks end, citing that we simply cannot expedite that aspect of the return. In recognition of the herein summarized, we'll understandably proceed to consider this matter to be effectively resolved and closed. Regards,R. [redacted] Sr. Manager | Customer Relations
We thank everyone for allowing us to re-address this individual complaint and extend our sincere apologies for any inadvertent misunderstanding or frustration(s), as we reassure everyone that we remain committed to satisfaction. The above said, I open by respectfully noting...
that virtually every carrier/service-provider in the industry (be it prepaid or post-paid) boasts separate departments to handle different areas of their respective businesses to include PORT DEPARTMENTS. With the best of intentions, we too recently launched a new department and dedicated team to assist with port-related matters. Unfortunately, as is common with new initiatives, we've experienced some challenges which we continue to internally tackle for the sake of optimizing the end user experience. We continue to express our sincere apologies for any mutually desired experiences in the interim and reassure everyone that we expect a viable resolution in the near future. In the interim, we'll attempt to contact the complainant at his/her herein-provided daytime contact number with the hopes of facilitating an amicable resolution to this individual matter, citing that "if" in the event that he/she is unavailable, or "if" he/she should happen to attempt to contact us first, our "Live" staff remain and willing (by way of the appropriate department) to assist. In light of the above summarized and latter statements, we'll understandably proceed to consider this matter to be effectively closed. Regards, R. B[redacted], Sr. Manager Customer Relations
Complaint: [redacted]
I am rejecting this response because:
Phone bill was paid twice in January, once on the third and then on the thirty first. That totals out to twenty seven days. Today is march 1 and my services are off. What seven days were you giving credit for? This keeps happening and it's not what you advertise nor is is good customer service.
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 Re: ID# [redacted] ([redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences Mrs. [redacted] might have...
experienced with our service. I reassure her that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that customer purchased a phone a starter kit. Unfortunately due to a missing apartment number we were not able to deliver properly. The issue was brought up to our sales department and after verifying the apartment number, the package was successfully deliverd. Our records indicate that the issue has been satisfactory resolved. 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]
Revdex.com RE: ID# [redacted]) We would like to thank you for allowing us to review this matter. We reassure you, that Locus Telecommunications (H2O W ireless) remains committed to ethical business practices and customer satisfaction alike. ...
Our internal records indicated that account ###-###-#### is currently active; our records further showed that customer added minutes on 12/30/2016 and the expiration date will be 1/31/2017 (as per the attached) Our terms and conditions state that the day you add minutes should count as part of the 30 days. 18. Expiration and Prepaid Refills. H2O Wireless Monthly plans are good for a period of 30 days at the applicable charge and expire at 11:59 p.m. C.S.T. on the 30th day; when you first activate a Monthly plan, the day the plan is activated counts as the first full day and counts towards the first 30 days, accordingly, during the first month of activation, your Monthly plan may be less than a full 30 days depending on the time of plan activation. H2O Wireless Pay As You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill card.If you switch between plans, the features and Airtime days associated with your prior plan will no longer be available. If you recharge a Pay As You Go plan before expiration, remaining Airtime minutes and Airtime days will stack. If you recharge a Monthly plan before expiration, only Data will stack (up to 5GB). Stacking is not available for H2O BOLT plans. 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. https://www.h2owirelessnow.com/mainControl.php?page=Tc Due to any misunderstanding we have extended 7 days to the expiration date to both accounts as a one-time courtesy credit. That being said, we’ll proceed to consider this matter respectfully closed. Regards, Compliance Group Legal Department Locus Telecommunications, Inc.
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.
We thank everyone for allowing us to re-address this individual complaint and extend our sincere apologies for any inadvertent misunderstanding or frustration(s), as we reassure everyone that we remain committed to satisfaction. The above said, I open by respectfully noting...
that virtually every carrier/service-provider in the industry (be it prepaid or post-paid) boasts separate departments to handle different areas of their respective businesses to include PORT DEPARTMENTS. With the best of intentions, we too recently launched a new department and dedicated team to assist with port-related matters. Unfortunately, as is common with new initiatives, we've experienced some challenges which we continue to internally tackle for the sake of optimizing the end user experience. We continue to express our sincere apologies for any mutually desired experiences in the interim and reassure everyone that we expect a viable resolution in the near future. In the interim, we'll attempt to contact the complainant at his/her herein-provided daytime contact number with the hopes of facilitating an amicable resolution to this individual matter, citing that "if" in the event that he/she is unavailable, or "if" he/she should happen to attempt to contact us first, our "Live" staff remain and willing (by way of the appropriate department) to assist. In light of the above summarized and latter statements, we'll understandably proceed to consider this matter to be effectively closed. Regards, R. B[redacted] Sr. Manager Customer Relations
Complaint: [redacted]
I am rejecting this response because: The business said that I have activated three lines. However, the line ending with [redacted] was converted to [redacted]. So, I have never had three lines open, and should never have been charged for the third line. I now request the business to check if they have overcharged me on more than two occasion and to refund all the overcharged money (at least $18).
Regards,
[redacted]
Revdex.com Re: ID# [redacted]) In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure him that Locus Telecommunications remains committed to customer satisfaction. Our records...
indicate that you he enrolled his account for auto recharge in the $40.00 Monthly plan. He can change the plan anytime, however we recommend our customers to change the same day or a day before expiration date. Otherwise they expiration date will change and they will have to recharge sooner than normal. I will contact the customer in order to provide the instructions to change the auto-recharge amount. That being said, we consider this case satisfactorily resolved. Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc.
We thank all herein-copied parties for allowing us to review this individual matter and thus, extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstanding. I assure all, that we remain committed to customer satisfaction.The above said and while the...
aforementioned commitment is of paramount importance to us, and while we most certainly value our loyal customer feedback, suggestions, critiques and or otherwise, we unfortunately don't currently offer, nor support the feature that he/she has referenced within their Revdex.com of NJ correspondence, i.e. "tethering" or "hot-spot" capabilities. *For clarity, both our official TERMS at [redacted] and AUTHORIZED USE POLICY [redacted] publicly stipulate such.In light of the above current fact(s) and recognizing that our valued customer may boast an individual need for such type of service, we alternately suggest that he/she review our H2O Bolt prepaid service at [redacted] .I close by emphasizing that Locus (dba "H2O") is always seeking to innovate and provide its valued customers with more for their money, whereby, while we may not offer the herein-discussed service/feature today, such "may" be offered in the future. whereby we'll consider this matter to be effectively closed. Sincere Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations Department
Revdex.comConsumer Affairs BureauRe: Complaint ID# [redacted]First we would like to extend our sincere apologies to [redacted] for any delays and inconveniences that might have occurred and assured him, that we reaming committed to customer satisfaction. We thank [redacted] for...
returning the device back to us. We have processed a two refunds, one in the amount of $55.00 and the second one for $45.00 a total amount of $90.00 to [redacted]’s original credit card use for purchase. Please allow 4 to 7 business days for the credit to reflect in the credit card account depending on the financial entity. In light of the above-summarized we’ll proceed to consider this matter to be effectible closed.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications, Inc.
Revdex.comID# [redacted])In response to the above matter, we extended our sincere apologies to Mr. [redacted] for any inconvenience or misunderstanding that might have occurred. I assured him that we remain committed to customer satisfaction. Ms. [redacted]...
###-###-#### is currently active with our [redacted] rate plan. His rate plan changed for an inexplicable reason. We are currently working with our IT department to find out if there is any glitch in the system.Our customer service assistant manager called Mr. [redacted] unfortunately we have not been able to contact him. In order for us to change the rate plan, he will have to be on the line to be able to reset his hand set. Regards,[redacted]Compliance CoordinatorLocus Telecommunications, Inc.
I apologize for any confusion as while we welcome suggestions and feedback, when it's all said and done and as is stipulated within our aforementioned TERMS we simply don't offer the feature you seek under our herein-discussed prepaid service.That being said and unless such should change [within our service packages] in the future, there is currently no course of action [on our end] to be taken, nor is there a need to discuss this "non-matter" further by way of this forum is there exists no true "service issue", as any and all "service-related" features [advertised or otherwise] are and or were available and used under the relevant mobile number. We'll continue to consider this matter to be effectively closed and respectfully request that the Revdex.com consider doing the same as I reiterate that there exists NO "service issue" as claimed by our valued customer... Instead, we simply DO NOT offer such feature, nor do we advertise it ANYWHERE. Regards,Ricardo B[redacted] Sr. ManagerCustomer Relations Department
Revdex.com Consumer Affairs Re: Complaint ID# [redacted] ( [redacted]) We expressed our sincere apologies any inconvenience that may have occurred while using one of our products. We reassured him that Locus Telecommunications is committed to customer’s satisfaction. We took the...
liberty to contact Ms. [redacted] via email requesting the pin numbers she attempted to use. PIN [redacted] and PIN [redacted] Our records indicate these pins did not expired, but were part of a few cards that had to be deactivated due to an internal investigation. We have provided three $5.00 new pins to Ms. [redacted] via email. Two pins for replacement and one extra for the inconvenience. We respectfully will consider this matter to be effectively resolved, unless we hear otherwise. Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc.
We thank all parties for allowing us to readdress this issue and we extend our sincere apologies to all for any inadvertent confusion and or misunderstandings. I humbly reassure everyone that we remain committed to satisfaction. The above said, I proceed to note that per our internal...
database notations and or records where this valued customer is concerned, we’ve simply been unable to neither confirm nor replicate this valued customers individual experiences, nor are we fielding similar feedback from other equally valued customers in the same geo-area. In fact, all individual troubleshooting efforts intermittently exhausted by our staff to date suggests that hers is an unfortunate “device-related” issue, as opposed to a “service” related issue. Considering the latter, in addition to the continuously recorded usage under such (e.g. inbound/outbound voice, text and data) which clearly supports that H2O service “has been” and “continues to be” rendered to the relevant SIM (mobile number), we're understandably unable to accommodate any refunds whatsoever. With regards to the porting out matter and while we hate losing any valued customer, we remain equally available to assist our valued customer with such despite what recent experiences (i.e. mutually undesired hold times) may suggest. To further support such, we'll be attempting to contact this valued customer at her herein-stipulated daytime contact number in hopes of facilitating an amicable resolution to her isolated scenario.In light of the latter and as no refunds are due, I close by noting that we’ll proceed to consider this matter to be effectively closed. Sincere Regards, R. B[redacted], Sr. Manager Customer Relations
November
23, 2015[redacted]First we would like to extend our
sincere apologies for any inconveniences [redacted] might have experienced while
trying to use our product. I reassure her that Locus Telecommunications (H2O
Wireless) remains...
committed to customer’s satisfaction. Our records indicate
that the bolt device that [redacted] ordered from us was mailed to the wrong address
due to a numeric address error. I contacted
[redacted] to make arrangements to place a new order for the bolt device;
however I explained to her that her credit card will have to be charge again to
add air time to the device in order to be active. [redacted] said she would call me back to make
sure her credit card had enough funds to cover for the airtime charge. I waited several days; unfortunately she did
not call me back.We are looking forward to make
business with [redacted], until then, we would respectfully consider this matter
closed.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications, Inc.
We thank Mr. Reid for allowing us the opportunity to potentially clarify any lingering misunderstanding or confusion pertaining to his [and his Mother's] unfortunate and individual situation, and I respectfully reassure both that we remain committed to satisfaction despite what any inadvertent...
delays in following-up with his/her most recent communication with us may suggest.The above said and having thoroughly reviewed our internal records I respectfully advise that while we continue to genuinely empathize with their unfortunate situation, we only see single replenishments occurring on the herein-discussed H2O Wireless GSM prepaid mobile number during the relevant calendar period. Said replenishments systematically occurred on 12/12/16, 01/11/17, 02/10/17, 03/12/17, 04/11/17 and 06/10/17 (I didn't find any for May-2017) and they stem from said mobile numbers enrollment under our autorecharge (ARC) program. We do not see any evidence of any other payments or replenishments occurring from alternate sources (or otherwise) during the same calendar period. *H2O prepaid services were rendered for all aforementioned ARC payments.It's because of our herein-summarized findings and due to the fact that we don't own, nor operate any retail locations [meaning that we cannot access external records, nor do we have influence nor authority over said business, nor their individual refund policies] that we remain unable to issue any refunds, nor extend any feasible assistance. We continue to implore Mr. [redacted] and or his Mother that they seek assistance or refunds from the respectively involved 3rd party retail location(s).I hope that this proves to be the clarification that may have been previously missing and note that in conjunction with my opening statement and as a closing good faith gesture I've taken the liberty of granting a complimentary month of H2O prepaid service under the herein-discussed H2O prepaid mobile number and have adjusted the corresponding ARC account accordingly, bringing said numbers new expiration date and next ARC execution date to 08/10/17, from the former 07/10/17. Sincere Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations
[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 all parties for allowing us to readdress this issue and extend our sincere apologies to our valued customer for any inadvertent misunderstanding surrounding "returned goods" and respectfully note that as is clearly stated within our official ecommerce site's RETURN & EXCHANGE...
POLICY at [redacted] 4-6 weeks is the expected turnaround time for returned items.The above said and as our internal records support that the returned goods were received at our warehouse during the 2nd half (if not the tail end) of January 2018 without the originally provided return label (aka RMA) or alternate courier-corresponding tracking, the processing of his/her return is directly in-line with said, publicly advertised RETURN POLICY of 4-6 week processing time. Meaning, that even if this matter had not been externally escalated to the Revdex.com, the desired refund would've naturally been processed over the course of the next few days.However, as a gesture of good faith, we've now expedited the process a bit and have issued the applicable a full (as S/H costs aren't normally refunded, as is equally stipulated within the aforementioned return policy) $35 full refund today. We simply ask that the complainant allow the natural 3-5 business day bank(s) processing period for such to appear on his/her banks end, citing that we simply cannot expedite that aspect of the return. In recognition of the herein summarized, we'll understandably proceed to consider this matter to be effectively resolved and closed. Regards,R. [redacted] Sr. Manager | Customer Relations
We thank everyone for allowing us to re-address this individual complaint and extend our sincere apologies for any inadvertent misunderstanding or frustration(s), as we reassure everyone that we remain committed to satisfaction. The above said, I open by respectfully noting...
that virtually every carrier/service-provider in the industry (be it prepaid or post-paid) boasts separate departments to handle different areas of their respective businesses to include PORT DEPARTMENTS. With the best of intentions, we too recently launched a new department and dedicated team to assist with port-related matters. Unfortunately, as is common with new initiatives, we've experienced some challenges which we continue to internally tackle for the sake of optimizing the end user experience. We continue to express our sincere apologies for any mutually desired experiences in the interim and reassure everyone that we expect a viable resolution in the near future. In the interim, we'll attempt to contact the complainant at his/her herein-provided daytime contact number with the hopes of facilitating an amicable resolution to this individual matter, citing that "if" in the event that he/she is unavailable, or "if" he/she should happen to attempt to contact us first, our "Live" staff remain and willing (by way of the appropriate department) to assist. In light of the above summarized and latter statements, we'll understandably proceed to consider this matter to be effectively closed. Regards, R. B[redacted], Sr. Manager Customer Relations
Complaint: [redacted]
I am rejecting this response because:
Phone bill was paid twice in January, once on the third and then on the thirty first. That totals out to twenty seven days. Today is march 1 and my services are off. What seven days were you giving credit for? This keeps happening and it's not what you advertise nor is is good customer service.
Regards,
[redacted]