We thank Mr. [redacted] for allowing us review this matter and extend our apologies for any inconveniences our business decisions might be causing him. I reassure him that Locus Telecommunications, Inc. (H20 Wireless) remains committed to customer satisfaction.H2O Wireless is upgrading its service to offer fast speeds on a new 4G LTE network with nationwide coverage. It will feature a powerful mobile hotspot device and offer a SIM card to usewith compatible devices to take anywhere.We regret to inform our customer that we won’t be able to use the same underlying carrier’s network. Due to the upcoming changes, the BOLT Spider Mini and the Flash will not be compatible with the new network and will be discontinued. However, service will be continued for current customers activated before April 17, 2015. The last day of services for those devices will be September 30, 2015. The last day they will be able to recharge will be August 31, 2015. We notified all Distributors prior to April 17, 2015 and notify our customers whenever they contact our customer service department or when they access our official website. https://bolt.h2owirelessnow.com/mainControl.php?page=noticeMr. [redacted] purchased several devices right before April 17, 2015; however it seems he did not attempt to activate those devices until several weeks after April 17, 2015; unfortunatelyactivations were not being accepted at that time. In regards to Bolt device refund request, it appears that Mr. [redacted] obtained our products from a local retail store. Since his complaint involves a third party business entity and not a purchase directly from Locus Telecommunication Inc., we respectfully suggest, for him to contact the third party business and follow theirreturn/exchange policy. Since Mr. [redacted] mentions on his complaint that he purchased the devices for commercial purpose, we would like to remind him that as stated in our terms and conditions, H20 services are solely for purposes of non-commercial use. Had he activated the devices, they would have been used for an improper purpose. [redacted] If you have any further questions, please do not hesitate to contact us.R
We thank all parties for allowing us to readdress this isolated incident and reassure all that we remain committed to satisfaction and thus, we apologize for any inadvertent confusion or misunderstanding(s). The above said and for the sake of clarity, we also note that we’re equally obligated to...
enforce the TERMS and or POLICIES of our herein-discussed prepaid services. Whereas and as is clearly stated within said [overall] services TERMS as well as under the abbreviated terms of our herein-discussed autorecharge program: “Account balance is not refundable or exchangeable, and is forfeited at expiration date”. In a respectful effort to explain this unfortunate incident, I hereby regrettably confirm that approximately $80.21 [then-available] “Pay As You Go” (aka Minute Plan) balance was in fact systematically forfeited when the prepaid plan under the herein-discussed H2O Wireless GSM mobile number naturally expired on 10/31/17 [as scheduled, in accordance with the then-most recent prior payment] due to a lack of timely payments. Expanding on the latter, I note that our autorecharge programs systematic attempt to collect an otherwise timely payment at or about 7am EST on 10/31/17 failed to a DECLINED response from the then registered credit card’s issuing bank. *Note: The then-available balance was confiscated, in precise accordance with our service and autorecharge program TERMS. While our immediate records also support that a manual payment of $10 was processed outside of our autorecharge program at about 3:42pm EST on 11/01/17 (i.e. the next calendar date) and while the autorecharge account under the same H2O prepaid mobile number was reinstated at approximately 8:32pm EST three days later (i.e. 11/04/17), neither understandably had any effect on what previously occurred on 10/31/17, as I respectfully reiterate that they respectively took place “after the fact”, i.e. after the unfortunate interruption in service due to a lack of timely payment(s). In conclusion, the above-outlined summarization of the events that occurred on 10/31/17 directly dictates that no actions are warranted. However, in conjunction with our aforementioned commitment to satisfaction and as a good-faith gesture to our valued customer, we’ve manually applied a one-time courtesy credit equivalent to the aforementioned monetary value under the relevant H2O prepaid mobile number emphatically noting that timely payments will be required going forward in order to avoid another interruption in service, as this type of courtesy [credit] will not recur. We’ll understandably proceed to consider this matter to be effectively closed. Regards, [redacted] Customer Relations Department
[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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I got the refunds. Took awhile but it came through.
Revdex.com Re: ID [redacted]) We thank you for allowing us to review this issue. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that MDN ###-###-#### has been under our service from March...
11, 2015 to present and it is enjoying all plan-corresponding features as promise and advertised. The number has also been enrolled in the auto recharge program since May of 2016. Locus Telecommunications (H2O Wireless) provides basic cell phone features like voice and text messaging however we do not support picture messages nor do we advertise it. Mr. [redacted] is requesting a refund of $550.00 for all his payments; however we have records that showed the services have been rendered since the date of activation. Records further showed that Mr. [redacted] never brought any issues regarding our services to customer services. Unfortunately we cannot process a refund for service rendered. He also claims that one of our employees had a three way conversation with him and a Bank Entity ([redacted]) and that the employee agreed to refund Mr. [redacted]. We found that very strange since none of our employees is authorize to make such agreement. The above being said, we respectfully consider this matter closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
Revdex.com Complaint[redacted]) We thank Mrs. [redacted] for allowing us to review her individual concern and extend our apologies for any misunderstanding or inconveniences experienced. We reassure her that we remain committed to customer satisfaction. Our records...
indicate that our Customer Relations department assisted Mrs. [redacted] configuring MDN [redacted]. In some cases we go beyond our responsibilities and try to help our customers to configure their phone. However we are not responsible for phone configurations; normally we encourage our customers to contact the manufacture for better assistance. Locus Telecommunications (H2O Wireless considers this matter resolved because there is no further action for us to can take. Regards, Compliance Coordinator Locus Telecommunications, LLC.
Good Day Again All,I'm genuinely sorry to hear that our original response and overall efforts to date were either unclear, misinterpreted or deemed unsatisfactory, as they are in fact inline with our publicly available TERMS. That said and solely in recognition of the long tenure which the related mobile number has been active under our herein-discussed prepaid service, I've asked our Sales Department colleagues to issue a $25.00 refund (for our valued customer selected shipping services) as a one-time courtesy exception, respectfully emphasizing that such exceptions will not be made going forward, whereby we implore our valued customer to make his/her online purchases with great care. *Please allow 3-7 business days for the additional refund to post on the relevant banks end.With regards to our website related concerns, I note that we've not stocked or sold "hard card" (aka "airtime replenishment cards") for years now. As has become the industry norm, everything is essentially RTR (real-time-replenishment) based. In conjunction with the shift in e-commerce POS technology, valued customers have the option of: (a) buying a new SIM & PLAN combination, or (b) recharging an existing plan... no other variation of the two currently exists online. Either way, there exists opportunities to back-out and cancel a purchase during the shopping-cart and check-out processes, and shipping services options also continue to exist, as does the alternative real-time support of our "Live" support staff at ###-###-#### during our lengthy "hours of operation" on the East Coast. Whereby, there doesn't exist a "point of no return" scenario, unless a given customer (be-it new or existing) independently opts to proceed with their shopping cart contents and checks out.When it's all said and done, we again extend our sincere apologies for any inadvertent confusion, assure all parties that our ecommerce site is function properly and as designed, and we hope that the additional refund and information (meant to service as future references) are deemed to be more satisfactory and consistent with our commitment to customer satisfaction. We will again consider this matter to be effectively closed. Regards,Ricardo B[redacted] Sr. ManagerCustomer Relations Department
Revdex.comComplaint# 10577086 (Tracie Rochelle [redacted]) We thank Mrs. [redacted] for allowing us review this matter and extend our apologies for any inconveniences experienced. I reassure her, that we remain committed to our customer’s satisfaction.Our bolt service coverage map indicates...
that the location of Mrs. [redacted]’s address might experience connection problems in certain areas as stated in our terms and conditions.Coverage; Where Your Device Will Work; Service SpeedsOur coverage maps are available at our authorized retail locations or www.H2OWirelessNow.com. The specific network coverage you get will depend onthe radio transmissions your Device can pick up and Services you’ve chosen. Our coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditions. Coverage isn’t available everywhere. Coverage and Service speeds are not guaranteed. Coverage is subjectto change without notice. Service speeds may depend on the Service purchased. Actual speeds will vary. Estimating wireless coverage, signal strength, andService speed is not an exact science. There are gaps in coverage within our estimated coverage areas that—along with other factors both within and beyondour control (for example, network problems, network or Internet congestion, software, signal strength, your Device, structures, buildings, weather,geography, topography, server speeds of the websites you access, actions of third parties, etc.) —may result in dropped and/or blocked connections, slowerService speeds, or otherwise impact the quality of Service. Services that rely on location information, such as E911 and GPS navigation, depend on yourDevice’s ability to acquire satellite signals (typically not available indoors) and network coverage. While your Device is receiving a software update, you maybe unable to use your Device in any manner until the software update is complete.https://bolt.h2owirelessnow.com/mainControl.php?page=TcWe regret to inform our customers that we won’t be able to use the same underlying carrier’s network and those devices will no longer becompatible with the new network as of September 30, 2015. Notifications are provided to our customers whenever they contact our customer servicedepartment or when they access our official website. Mrs. [redacted]’s $50.00 credit card recharge in the amount of $50.00 was voided the same day as courtesy by one of our customer service supervisors. We understand how important is for our customers to use data services. Due to all of these inconveniences and as a token of appreciation to Ms. [redacted] for her business, we are granting 2 extra month of complementary service with a new billing cycle. The next recharge date is 07/11/2015 The above being said and unless we hear otherwise, we’ll proceed to consider this matter closed.
We thank everyone for allowing us to look into this matter. However and unfortunately the relevant mobile number (aka MDN) hasn't been provided in the complainant's filing, so this understandably hinders our ability to act in as expeditious a manner as mutually preferred.That said and in...
an effort to forego such and independently facilitate a speedy resolution I've taken the liberty of doing a little digging on our and suspect that I've located the related MDN as being a (239) area-code MDN. If such is the case, then I respectfully note that this matter appears to have been previously resolved via our "Live" chat medium, as I personally recall one of my Supervisors speaking with someone yesterday via said forum, a chat in which I was consulted on and a chat which concluded with our providing the inbound "chatting" party with the related ACCT #/PW being sought for the purpose of porting out a then-shared number under the aforementioned area-code. Whereas, if this is in fact the same scenario, then no additional actions are warranted on our end.This said, and simply to clarify matters, Locus (dba H2O Wireless) genuinely values it's customers and their safety and security. It's due in direct part to such, along with strict FCC guidelines that we safe-keep the mobile numbers under our service, regardless of whether or not it was assigned by us, or porting in to us. As such, and due in equal part to the prepaid nature of our business, wherein end user identity is never formally established by way of formal contracts or service agreements, we boast an alternate, fair, yet specific process with a series of pre-requisites that MUST BE SATISFIED in order to validate a given customer/end user BEFORE we may release the information required to PORT OUT a number. Again, we do not keep numbers hostage, we instead protect them against unauthorized acquisition. I apologize if our efforts were misinterpreted, as in the end it's in the best interest of all involved parties.I thank everyone for their time, remind everyone that if my herein-summarized findings and related presumptions are correct, then the complainant has all he/she needs to proceed to port out the number. If, I've presumed incorrectly, then I ask the complainant to kindly share the related number so that I may alternately research our records for that one. Regards,Ricardo B., Sr. ManagerCustomer Relations Department
Good Day, I'm genuinely sorry to hear that our opening response and overall good faith efforts summarized therein were deemed to be insufficient, or if they were simply misinterpreted. To such, I respectfully reiterate the following in hopes that it more concisely explains our position on this individual, unfortunate matter(s): Locus (dba H2O Wireless) is in this case/complaint the "service-provider, and not the point of sale (aka POS) merchant/vendor. Where in this case, there exists no relevant [Locus-processed] sales transaction to reverse/refund. Per the complaint statements, all alleged sales/purchases took place at 3rd party, geographically local [to the complainant and or his/her family member(s)] retail locations which are subject to their respective store policies. *Locus does not have any influence, nor authority over said stores and or their policies. "If", we would've at least uncovered [internal] evidence, or had been provided with some traditional time-stamped "Proof of Purchase" (e.g. point of sale receipt((s)) supporting that "extra" payments had been made we MAY HAVE responded differently, simply in an effort to try to "Make Things Right". As it stands, our position on 3rd party vendor matters doesn’t change. However, the fact unfortunately remains that we see no internal evidence of "extra", "alternate" or "external" (for that matter) payments and or H2O service-related airtime replenishments ever being made, despite what is being alleged. Nor, have we been offered any tangible documentation supporting such. Whereby, we regrettably, yet understandably cannot take any additional actions beyond those previously taken and conveyed. *Note: The sole, individual, monthly [ARC] payments confirmed to have previously benefitted the herein-discussed H2O Wireless GSM prepaid mobile number are not refund eligible as H2O services were rendered per payment. In light of the above and without being misinterpreting as we’re dismissing the rejection, we unfortunately remain unable to issue refunds, nor act further, as H2O services were rendered for every payment on record during the stipulated calendar period. We close by continuing to alternately implore the complainant to seek their desired resolution and or compensation at the original point of sale, as I imagine that only they can confirm or deny whether or not any alleged sales transactions actually occurred, as I reiterate that we see only one payment (aka “recharge”) per herein-discussed calendar month. Sincere Regards, Ricardo B[redacted], Sr. Manager Customer Relations
Revdex.comRe: Ticket# [redacted] ([redacted])Fir** we would like to extend our sincere apologies to Mrs. [redacted] for any inconveniences she may have experienced. I reassure her that weremain committed to cu**omer’s satisfaction. We contact Mrs. [redacted] via email asking for...
proof of purchase e**ablished. After reviewing the order number Mrs. [redacted] provided, our records indicated that her order was cancel and the credit card transaction voided within minutes due to suspicious fraud alert. Our internal records further showed that Mrs. [redacted] attempted to purchase using the same credit card several times despite the declined responses (attached) due to regulations if a credit card transaction purchase if fulfilled after two declined attempts the bank will not honor the transaction. Unfortunately since the order was cancel and Mrs. [redacted] does not have an e**ablished account with us there is no more we can do. but thank her for ever consider using our products. The above being said, we respectfully consider this matter closed.
Revdex.com Re: ID# [redacted] ([redacted]) We extend our apologies for any misunderstandings or frustrations Mr. ** might have experienced. We reassure him that Locus Telecommunications remains committed to customer satisfaction. Our internal records showed that, H2O Wireless...
Prepaid mobile number [redacted] is currently active and enjoying all plan-corresponding features. Records further showed that there have been completed international phone calls. No errors or issues found in the International set up system. With no additional actions to take, we’ll proceed to consider this matter closed unless we hear otherwise. Regards, Compliance Coordinator Legal Department Locus Telecommunications, Inc.
Complaint: [redacted]
I am rejecting this response because:
Two main problems with the company's response, both of which were noted in my original complaint:1) I contacted customer service in July 2015 to request the billing notification be disabled and I was told that this was not possible because this was under the control of [redacted]. This turned out to be incorrect, and as a result I was billed for many of these notifications for about 30 months.. 2) All of these messages were NOT free. The company's response states that these messages are sent by free-of-charge USSD message. As noted in my complaint, the reality is that they are sometimes delivered by standard SMS text messge (which they actually charge for) and sometimes, yes, they are delivered by Class 0/Flash SMS, (which they do not charge for). I did not have control over which format these messages arrived. At times I was billed, at other times I was not, depending on the format in which they arrived. My larger point still stands: I suspect that there are many PAYG customers that do not realize that they are being billed for many of these messages, particularly if there are still customer service agents that still wrongly inform the customer that they cannot be disabled. I believe this to be deceptive.
Regards,
[redacted]
We thank you for
allowing us review this matter and extend our apologies for any inconveniences
our business decisions might be causing you. I reassure you that...
Locus
Telecommunications, Inc. (H20 Wireless) remains committed to customer
satisfaction. H2O Wireless is upgrading
its service to offer fast speeds on a new 4G LTE network with nationwide
coverage. It will feature a powerful mobile hotspot device and offer a SIM card
to use with compatible devices to take anywhere. The
good news is that we are running a promotion for current customers. With the BOLT spider Mini which provides a free
bolt devices to current customers.Our records indicate Mrs.
[redacted] bolt device has been delivered; due to the high volume of free device
orders, we have been experiencing some delays. We contacted Mrs. [redacted] by
phone and email and explained to her that once she activates the new device she can send an email directly to compliance group and we
would extend the service expiration for one month due to the inconvenience she experienced.The above being said
and unless we hear otherwise, we’ll proceed to consider this matter closed.
Revdex.com Re: ID# [redacted] First we would like to extend our sincere apologies to Mrs. [redacted] for any inconveniences that might have occurred. I reassured her that Locus Telecommunications remains committed to customer satisfaction. Our records showed that Mrs. [redacted]...
purchased a phone and airtime on 12/9/2016. Our policy states that all defective equipment should be return within 14 days from the original transaction date, however due to the inconvenience and delays in our part. I had process a full refund of $85.00 into the original credit card used for the 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 Coordinator Legal Department Locus Telecommunications LLC
March 22, 2016 Revdex.com Re: Compliant# [redacted] Mr. D[redacted] In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure you that Locus Telecommunications (H2O...
Wireless) remains committed to customer satisfaction. Our records indicate that MDN [redacted] was deactivated on 3/13/2016. They further showed we receive a port out request, and our system verified all information provided by the other service provider requesting the port, to ensure the account number and the passcode matched with what lives within our internal database. A $50.00 refund has been provided to customer original credit card number for the air time purchased on 3/6/2016. A new SIM Card has been mailed to Mr. J[redacted] in the even that he would like to port his number back to us. (NOTE: to port a number into our service please do not activate the SIM card just process a port request) That being said, we consider this case close Regards, Compliance Coordinator Risk Management Department. Locus Telecommunications LLC
First we would like to extend our sincere apologies to Mr. [redacted] for any inconveniences that might have occurred and I reassured him, that we reaming committed to customer satisfaction. Our records indicate that Mr. [redacted] also process a recharge for $30.00 after attempting the other two pins he purchased form Best Buy. Like I mentionbefore I cannot refund the purchase from a third party store, however we due to all the inconveniences Mr. [redacted] experience while purchasing our products. I processa refund in the amount of $30.00 to his credit card. The above being said, we respectfully consider this matter effectible closed.
Good Day,Firstly, I apologize for any confusion caused by my "reference" to our online stores 14-Day Money Back Guarantee policy and note that at no point did I mention the word "warranty". That said and to hopefully clarify matters, I note that "if" our valued customer was to opt to purchase a new, free and clear (meaning, non-activated and having NO mobile number assigned to it), compatible, H2O Wireless GSM SIM (at his/her expense), all that would need to be done thereafter is for him/her to request a SIM change of our support staff at ###-###-#### between our normal hours of operation. *Note: He/she would need his/her... (a) current mobile number of ###-###-####, be privy to his/her old H2O SIM card number, be privy to his/her new H2O SIM card number and answer a few questions which would then be posed by our staff in order to authenticate him/her as the legitimate end user (since our services don't involve traditional contracts or billing statements).All in all, the "Sim Change" essentially entails what it sounds like it would entail, we'd (on our back end) would simply replace one SIM with the other. Such process would NOT impact the SIM-corresponding H2O prepaid mobile number, nor it's corresponding plan/balance. The MDN and any then-corresponding plans/balance would then be on his/her new H2O SIM... That's all.However and understandably, this SIM change would need to occur before the aforementioned service expiration date of 04/13/18... In fact, the sooner the better, so that our valued customer may resume enjoying our herein-discussed service(s), which continue to be rendered to his/her current SIM. If not done before such date, and or if the currently available plan/balance is depleted prior to such, then the SIM change would be for not, as a new plan/recharge would then be required and he/she would run the risk of having said mobile number lost to recycling by the underlying carrier.I hope that this helps clarify matters and I emphatically note that regardless of how our valued customer should opt to proceed, we continue to be unable to support any devices that are not H2O Wireless GSM compatible cellphones, to include the "burglar alarm system" that he's referenced. Meaning, that "if" he/she should opt to ignore such and nevertheless attempt to use our herein-referenced prepaid service(s) for such unsupported needs, then, he/she does so at his/her sole discretion, understanding that his/her experience is not supported, nor guaranteed and that no type of refund or compensation will be entertained.I hope that this proves to be more clear, as I otherwise remain at everyone's disposal. Regards,Ricardo Barreras, Sr. ManagerCustomer Relations Department
Good Day, I thank all concerned parties for allowing us to review this matter and thus, extend my sincere apologies to all for any inadvertent confusion, as Locus/H2O provides prepaid "service" to it's valued customers by way of an H2O service-corresponding SIM, and not that...
of a given device (aka phone). Meaning, that "if" a valued customer should encounter difficulties with their respective "device" (aka phone), the option of simply transferring the SIM (aka "service") to another, H2O compatible device is available, as was the case with this scenario as Locus/H2O continued to provide "service" to the related SIM throughout.Beyond the above and as is concisely stipulated within our official TERMS at [redacted] where "coverage is concerned [if in fact that played an unfortunate factor], "We do not guarantee the availability of the wireless network or any services.'In any event and contrary to what our former, valued customer was led to temporarily believe, we remain committed to customer satisfaction, and in conjunction with such and although our service remained available to the relevant H2O SIM, I've gone ahead and have approved the issuance of $60 on the original form of payment as a good faith, one-time exception. I ask that our former, valued customer kindly allow 3-7 business days for such to post on his card-issuers side.In light of the above and as the herein-discussed number has now been effectively cancelled, we'll understandably proceed to consider this matter to be effectively resolved and closed. Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations Department
...
We thank Mr. [redacted] for allowing us review this matter and extend our apologies for any inconveniences our business decisions might be causing him. I reassure him that Locus Telecommunications, Inc. (H20 Wireless) remains committed to customer satisfaction.H2O Wireless is upgrading its service to offer fast speeds on a new 4G LTE network with nationwide coverage. It will feature a powerful mobile hotspot device and offer a SIM card to usewith compatible devices to take anywhere.We regret to inform our customer that we won’t be able to use the same underlying carrier’s network. Due to the upcoming changes, the BOLT Spider Mini and the Flash will not be compatible with the new network and will be discontinued. However, service will be continued for current customers activated before April 17, 2015. The last day of services for those devices will be September 30, 2015. The last day they will be able to recharge will be August 31, 2015. We notified all Distributors prior to April 17, 2015 and notify our customers whenever they contact our customer service department or when they access our official website. https://bolt.h2owirelessnow.com/mainControl.php?page=noticeMr. [redacted] purchased several devices right before April 17, 2015; however it seems he did not attempt to activate those devices until several weeks after April 17, 2015; unfortunatelyactivations were not being accepted at that time. In regards to Bolt device refund request, it appears that Mr. [redacted] obtained our products from a local retail store. Since his complaint involves a third party business entity and not a purchase directly from Locus Telecommunication Inc., we respectfully suggest, for him to contact the third party business and follow theirreturn/exchange policy. Since Mr. [redacted] mentions on his complaint that he purchased the devices for commercial purpose, we would like to remind him that as stated in our terms and conditions, H20 services are solely for purposes of non-commercial use. Had he activated the devices, they would have been used for an improper purpose. [redacted] If you have any further questions, please do not hesitate to contact us.R
We thank all parties for allowing us to readdress this isolated incident and reassure all that we remain committed to satisfaction and thus, we apologize for any inadvertent confusion or misunderstanding(s). The above said and for the sake of clarity, we also note that we’re equally obligated to...
enforce the TERMS and or POLICIES of our herein-discussed prepaid services. Whereas and as is clearly stated within said [overall] services TERMS as well as under the abbreviated terms of our herein-discussed autorecharge program: “Account balance is not refundable or exchangeable, and is forfeited at expiration date”. In a respectful effort to explain this unfortunate incident, I hereby regrettably confirm that approximately $80.21 [then-available] “Pay As You Go” (aka Minute Plan) balance was in fact systematically forfeited when the prepaid plan under the herein-discussed H2O Wireless GSM mobile number naturally expired on 10/31/17 [as scheduled, in accordance with the then-most recent prior payment] due to a lack of timely payments. Expanding on the latter, I note that our autorecharge programs systematic attempt to collect an otherwise timely payment at or about 7am EST on 10/31/17 failed to a DECLINED response from the then registered credit card’s issuing bank. *Note: The then-available balance was confiscated, in precise accordance with our service and autorecharge program TERMS. While our immediate records also support that a manual payment of $10 was processed outside of our autorecharge program at about 3:42pm EST on 11/01/17 (i.e. the next calendar date) and while the autorecharge account under the same H2O prepaid mobile number was reinstated at approximately 8:32pm EST three days later (i.e. 11/04/17), neither understandably had any effect on what previously occurred on 10/31/17, as I respectfully reiterate that they respectively took place “after the fact”, i.e. after the unfortunate interruption in service due to a lack of timely payment(s). In conclusion, the above-outlined summarization of the events that occurred on 10/31/17 directly dictates that no actions are warranted. However, in conjunction with our aforementioned commitment to satisfaction and as a good-faith gesture to our valued customer, we’ve manually applied a one-time courtesy credit equivalent to the aforementioned monetary value under the relevant H2O prepaid mobile number emphatically noting that timely payments will be required going forward in order to avoid another interruption in service, as this type of courtesy [credit] will not recur. We’ll understandably proceed to consider this matter to be effectively closed. Regards, [redacted] Customer Relations Department
[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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I got the refunds. Took awhile but it came through.
Revdex.com Re: ID [redacted]) We thank you for allowing us to review this issue. I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that MDN ###-###-#### has been under our service from March...
11, 2015 to present and it is enjoying all plan-corresponding features as promise and advertised. The number has also been enrolled in the auto recharge program since May of 2016. Locus Telecommunications (H2O Wireless) provides basic cell phone features like voice and text messaging however we do not support picture messages nor do we advertise it. Mr. [redacted] is requesting a refund of $550.00 for all his payments; however we have records that showed the services have been rendered since the date of activation. Records further showed that Mr. [redacted] never brought any issues regarding our services to customer services. Unfortunately we cannot process a refund for service rendered. He also claims that one of our employees had a three way conversation with him and a Bank Entity ([redacted]) and that the employee agreed to refund Mr. [redacted]. We found that very strange since none of our employees is authorize to make such agreement. The above being said, we respectfully consider this matter closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
Complaint: [redacted]
I am rejecting this response because: I have signed up for another service.
Regards,
M[redacted]
Revdex.com Complaint[redacted]) We thank Mrs. [redacted] for allowing us to review her individual concern and extend our apologies for any misunderstanding or inconveniences experienced. We reassure her that we remain committed to customer satisfaction. Our records...
indicate that our Customer Relations department assisted Mrs. [redacted] configuring MDN [redacted]. In some cases we go beyond our responsibilities and try to help our customers to configure their phone. However we are not responsible for phone configurations; normally we encourage our customers to contact the manufacture for better assistance. Locus Telecommunications (H2O Wireless considers this matter resolved because there is no further action for us to can take. Regards, Compliance Coordinator Locus Telecommunications, LLC.
Good Day Again All,I'm genuinely sorry to hear that our original response and overall efforts to date were either unclear, misinterpreted or deemed unsatisfactory, as they are in fact inline with our publicly available TERMS. That said and solely in recognition of the long tenure which the related mobile number has been active under our herein-discussed prepaid service, I've asked our Sales Department colleagues to issue a $25.00 refund (for our valued customer selected shipping services) as a one-time courtesy exception, respectfully emphasizing that such exceptions will not be made going forward, whereby we implore our valued customer to make his/her online purchases with great care. *Please allow 3-7 business days for the additional refund to post on the relevant banks end.With regards to our website related concerns, I note that we've not stocked or sold "hard card" (aka "airtime replenishment cards") for years now. As has become the industry norm, everything is essentially RTR (real-time-replenishment) based. In conjunction with the shift in e-commerce POS technology, valued customers have the option of: (a) buying a new SIM & PLAN combination, or (b) recharging an existing plan... no other variation of the two currently exists online. Either way, there exists opportunities to back-out and cancel a purchase during the shopping-cart and check-out processes, and shipping services options also continue to exist, as does the alternative real-time support of our "Live" support staff at ###-###-#### during our lengthy "hours of operation" on the East Coast. Whereby, there doesn't exist a "point of no return" scenario, unless a given customer (be-it new or existing) independently opts to proceed with their shopping cart contents and checks out.When it's all said and done, we again extend our sincere apologies for any inadvertent confusion, assure all parties that our ecommerce site is function properly and as designed, and we hope that the additional refund and information (meant to service as future references) are deemed to be more satisfactory and consistent with our commitment to customer satisfaction. We will again consider this matter to be effectively closed. Regards,Ricardo B[redacted] Sr. ManagerCustomer Relations Department
Revdex.comComplaint# 10577086 (Tracie Rochelle [redacted]) We thank Mrs. [redacted] for allowing us review this matter and extend our apologies for any inconveniences experienced. I reassure her, that we remain committed to our customer’s satisfaction.Our bolt service coverage map indicates...
that the location of Mrs. [redacted]’s address might experience connection problems in certain areas as stated in our terms and conditions.Coverage; Where Your Device Will Work; Service SpeedsOur coverage maps are available at our authorized retail locations or www.H2OWirelessNow.com. The specific network coverage you get will depend onthe radio transmissions your Device can pick up and Services you’ve chosen. Our coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditions. Coverage isn’t available everywhere. Coverage and Service speeds are not guaranteed. Coverage is subjectto change without notice. Service speeds may depend on the Service purchased. Actual speeds will vary. Estimating wireless coverage, signal strength, andService speed is not an exact science. There are gaps in coverage within our estimated coverage areas that—along with other factors both within and beyondour control (for example, network problems, network or Internet congestion, software, signal strength, your Device, structures, buildings, weather,geography, topography, server speeds of the websites you access, actions of third parties, etc.) —may result in dropped and/or blocked connections, slowerService speeds, or otherwise impact the quality of Service. Services that rely on location information, such as E911 and GPS navigation, depend on yourDevice’s ability to acquire satellite signals (typically not available indoors) and network coverage. While your Device is receiving a software update, you maybe unable to use your Device in any manner until the software update is complete.https://bolt.h2owirelessnow.com/mainControl.php?page=TcWe regret to inform our customers that we won’t be able to use the same underlying carrier’s network and those devices will no longer becompatible with the new network as of September 30, 2015. Notifications are provided to our customers whenever they contact our customer servicedepartment or when they access our official website. Mrs. [redacted]’s $50.00 credit card recharge in the amount of $50.00 was voided the same day as courtesy by one of our customer service supervisors. We understand how important is for our customers to use data services. Due to all of these inconveniences and as a token of appreciation to Ms. [redacted] for her business, we are granting 2 extra month of complementary service with a new billing cycle. The next recharge date is 07/11/2015 The above being said and unless we hear otherwise, we’ll proceed to consider this matter closed.
We thank everyone for allowing us to look into this matter. However and unfortunately the relevant mobile number (aka MDN) hasn't been provided in the complainant's filing, so this understandably hinders our ability to act in as expeditious a manner as mutually preferred.That said and in...
an effort to forego such and independently facilitate a speedy resolution I've taken the liberty of doing a little digging on our and suspect that I've located the related MDN as being a (239) area-code MDN. If such is the case, then I respectfully note that this matter appears to have been previously resolved via our "Live" chat medium, as I personally recall one of my Supervisors speaking with someone yesterday via said forum, a chat in which I was consulted on and a chat which concluded with our providing the inbound "chatting" party with the related ACCT #/PW being sought for the purpose of porting out a then-shared number under the aforementioned area-code. Whereas, if this is in fact the same scenario, then no additional actions are warranted on our end.This said, and simply to clarify matters, Locus (dba H2O Wireless) genuinely values it's customers and their safety and security. It's due in direct part to such, along with strict FCC guidelines that we safe-keep the mobile numbers under our service, regardless of whether or not it was assigned by us, or porting in to us. As such, and due in equal part to the prepaid nature of our business, wherein end user identity is never formally established by way of formal contracts or service agreements, we boast an alternate, fair, yet specific process with a series of pre-requisites that MUST BE SATISFIED in order to validate a given customer/end user BEFORE we may release the information required to PORT OUT a number. Again, we do not keep numbers hostage, we instead protect them against unauthorized acquisition. I apologize if our efforts were misinterpreted, as in the end it's in the best interest of all involved parties.I thank everyone for their time, remind everyone that if my herein-summarized findings and related presumptions are correct, then the complainant has all he/she needs to proceed to port out the number. If, I've presumed incorrectly, then I ask the complainant to kindly share the related number so that I may alternately research our records for that one. Regards,Ricardo B., Sr. ManagerCustomer Relations Department
Good Day, I'm genuinely sorry to hear that our opening response and overall good faith efforts summarized therein were deemed to be insufficient, or if they were simply misinterpreted. To such, I respectfully reiterate the following in hopes that it more concisely explains our position on this individual, unfortunate matter(s): Locus (dba H2O Wireless) is in this case/complaint the "service-provider, and not the point of sale (aka POS) merchant/vendor. Where in this case, there exists no relevant [Locus-processed] sales transaction to reverse/refund. Per the complaint statements, all alleged sales/purchases took place at 3rd party, geographically local [to the complainant and or his/her family member(s)] retail locations which are subject to their respective store policies. *Locus does not have any influence, nor authority over said stores and or their policies. "If", we would've at least uncovered [internal] evidence, or had been provided with some traditional time-stamped "Proof of Purchase" (e.g. point of sale receipt((s)) supporting that "extra" payments had been made we MAY HAVE responded differently, simply in an effort to try to "Make Things Right". As it stands, our position on 3rd party vendor matters doesn’t change. However, the fact unfortunately remains that we see no internal evidence of "extra", "alternate" or "external" (for that matter) payments and or H2O service-related airtime replenishments ever being made, despite what is being alleged. Nor, have we been offered any tangible documentation supporting such. Whereby, we regrettably, yet understandably cannot take any additional actions beyond those previously taken and conveyed. *Note: The sole, individual, monthly [ARC] payments confirmed to have previously benefitted the herein-discussed H2O Wireless GSM prepaid mobile number are not refund eligible as H2O services were rendered per payment. In light of the above and without being misinterpreting as we’re dismissing the rejection, we unfortunately remain unable to issue refunds, nor act further, as H2O services were rendered for every payment on record during the stipulated calendar period. We close by continuing to alternately implore the complainant to seek their desired resolution and or compensation at the original point of sale, as I imagine that only they can confirm or deny whether or not any alleged sales transactions actually occurred, as I reiterate that we see only one payment (aka “recharge”) per herein-discussed calendar month. Sincere Regards, Ricardo B[redacted], Sr. Manager Customer Relations
Revdex.comRe: Ticket# [redacted] ([redacted])Fir** we would like to extend our sincere apologies to Mrs. [redacted] for any inconveniences she may have experienced. I reassure her that weremain committed to cu**omer’s satisfaction. We contact Mrs. [redacted] via email asking for...
proof of purchase e**ablished. After reviewing the order number Mrs. [redacted] provided, our records indicated that her order was cancel and the credit card transaction voided within minutes due to suspicious fraud alert. Our internal records further showed that Mrs. [redacted] attempted to purchase using the same credit card several times despite the declined responses (attached) due to regulations if a credit card transaction purchase if fulfilled after two declined attempts the bank will not honor the transaction. Unfortunately since the order was cancel and Mrs. [redacted] does not have an e**ablished account with us there is no more we can do. but thank her for ever consider using our products. The above being said, we respectfully consider this matter closed.
Revdex.com Re: ID# [redacted] ([redacted]) We extend our apologies for any misunderstandings or frustrations Mr. ** might have experienced. We reassure him that Locus Telecommunications remains committed to customer satisfaction. Our internal records showed that, H2O Wireless...
Prepaid mobile number [redacted] is currently active and enjoying all plan-corresponding features. Records further showed that there have been completed international phone calls. No errors or issues found in the International set up system. With no additional actions to take, we’ll proceed to consider this matter closed unless we hear otherwise. Regards, Compliance Coordinator Legal Department Locus Telecommunications, Inc.
Complaint: [redacted]
I am rejecting this response because:
Two main problems with the company's response, both of which were noted in my original complaint:1) I contacted customer service in July 2015 to request the billing notification be disabled and I was told that this was not possible because this was under the control of [redacted]. This turned out to be incorrect, and as a result I was billed for many of these notifications for about 30 months.. 2) All of these messages were NOT free. The company's response states that these messages are sent by free-of-charge USSD message. As noted in my complaint, the reality is that they are sometimes delivered by standard SMS text messge (which they actually charge for) and sometimes, yes, they are delivered by Class 0/Flash SMS, (which they do not charge for). I did not have control over which format these messages arrived. At times I was billed, at other times I was not, depending on the format in which they arrived. My larger point still stands: I suspect that there are many PAYG customers that do not realize that they are being billed for many of these messages, particularly if there are still customer service agents that still wrongly inform the customer that they cannot be disabled. I believe this to be deceptive.
Regards,
[redacted]
We thank you for
allowing us review this matter and extend our apologies for any inconveniences
our business decisions might be causing you. I reassure you that...
Locus
Telecommunications, Inc. (H20 Wireless) remains committed to customer
satisfaction. H2O Wireless is upgrading
its service to offer fast speeds on a new 4G LTE network with nationwide
coverage. It will feature a powerful mobile hotspot device and offer a SIM card
to use with compatible devices to take anywhere. The
good news is that we are running a promotion for current customers. With the BOLT spider Mini which provides a free
bolt devices to current customers.Our records indicate Mrs.
[redacted] bolt device has been delivered; due to the high volume of free device
orders, we have been experiencing some delays. We contacted Mrs. [redacted] by
phone and email and explained to her that once she activates the new device she can send an email directly to compliance group and we
would extend the service expiration for one month due to the inconvenience she experienced.The above being said
and unless we hear otherwise, we’ll proceed to consider this matter closed.
Revdex.com Re: ID# [redacted] First we would like to extend our sincere apologies to Mrs. [redacted] for any inconveniences that might have occurred. I reassured her that Locus Telecommunications remains committed to customer satisfaction. Our records showed that Mrs. [redacted]...
purchased a phone and airtime on 12/9/2016. Our policy states that all defective equipment should be return within 14 days from the original transaction date, however due to the inconvenience and delays in our part. I had process a full refund of $85.00 into the original credit card used for the 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 Coordinator Legal Department Locus Telecommunications LLC
March 22, 2016 Revdex.com Re: Compliant# [redacted] Mr. D[redacted] In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure you that Locus Telecommunications (H2O...
Wireless) remains committed to customer satisfaction. Our records indicate that MDN [redacted] was deactivated on 3/13/2016. They further showed we receive a port out request, and our system verified all information provided by the other service provider requesting the port, to ensure the account number and the passcode matched with what lives within our internal database. A $50.00 refund has been provided to customer original credit card number for the air time purchased on 3/6/2016. A new SIM Card has been mailed to Mr. J[redacted] in the even that he would like to port his number back to us. (NOTE: to port a number into our service please do not activate the SIM card just process a port request) That being said, we consider this case close Regards, Compliance Coordinator Risk Management Department. Locus Telecommunications LLC
First we would like to extend our sincere apologies to Mr. [redacted] for any inconveniences that might have occurred and I reassured him, that we reaming committed to customer satisfaction. Our records indicate that Mr. [redacted] also process a recharge for $30.00 after attempting the other two pins he purchased form Best Buy. Like I mentionbefore I cannot refund the purchase from a third party store, however we due to all the inconveniences Mr. [redacted] experience while purchasing our products. I processa refund in the amount of $30.00 to his credit card. The above being said, we respectfully consider this matter effectible closed.
Good Day,Firstly, I apologize for any confusion caused by my "reference" to our online stores 14-Day Money Back Guarantee policy and note that at no point did I mention the word "warranty". That said and to hopefully clarify matters, I note that "if" our valued customer was to opt to purchase a new, free and clear (meaning, non-activated and having NO mobile number assigned to it), compatible, H2O Wireless GSM SIM (at his/her expense), all that would need to be done thereafter is for him/her to request a SIM change of our support staff at ###-###-#### between our normal hours of operation. *Note: He/she would need his/her... (a) current mobile number of ###-###-####, be privy to his/her old H2O SIM card number, be privy to his/her new H2O SIM card number and answer a few questions which would then be posed by our staff in order to authenticate him/her as the legitimate end user (since our services don't involve traditional contracts or billing statements).All in all, the "Sim Change" essentially entails what it sounds like it would entail, we'd (on our back end) would simply replace one SIM with the other. Such process would NOT impact the SIM-corresponding H2O prepaid mobile number, nor it's corresponding plan/balance. The MDN and any then-corresponding plans/balance would then be on his/her new H2O SIM... That's all.However and understandably, this SIM change would need to occur before the aforementioned service expiration date of 04/13/18... In fact, the sooner the better, so that our valued customer may resume enjoying our herein-discussed service(s), which continue to be rendered to his/her current SIM. If not done before such date, and or if the currently available plan/balance is depleted prior to such, then the SIM change would be for not, as a new plan/recharge would then be required and he/she would run the risk of having said mobile number lost to recycling by the underlying carrier.I hope that this helps clarify matters and I emphatically note that regardless of how our valued customer should opt to proceed, we continue to be unable to support any devices that are not H2O Wireless GSM compatible cellphones, to include the "burglar alarm system" that he's referenced. Meaning, that "if" he/she should opt to ignore such and nevertheless attempt to use our herein-referenced prepaid service(s) for such unsupported needs, then, he/she does so at his/her sole discretion, understanding that his/her experience is not supported, nor guaranteed and that no type of refund or compensation will be entertained.I hope that this proves to be more clear, as I otherwise remain at everyone's disposal. Regards,Ricardo Barreras, Sr. ManagerCustomer Relations Department
Good Day, I thank all concerned parties for allowing us to review this matter and thus, extend my sincere apologies to all for any inadvertent confusion, as Locus/H2O provides prepaid "service" to it's valued customers by way of an H2O service-corresponding SIM, and not that...
of a given device (aka phone). Meaning, that "if" a valued customer should encounter difficulties with their respective "device" (aka phone), the option of simply transferring the SIM (aka "service") to another, H2O compatible device is available, as was the case with this scenario as Locus/H2O continued to provide "service" to the related SIM throughout.Beyond the above and as is concisely stipulated within our official TERMS at [redacted] where "coverage is concerned [if in fact that played an unfortunate factor], "We do not guarantee the availability of the wireless network or any services.'In any event and contrary to what our former, valued customer was led to temporarily believe, we remain committed to customer satisfaction, and in conjunction with such and although our service remained available to the relevant H2O SIM, I've gone ahead and have approved the issuance of $60 on the original form of payment as a good faith, one-time exception. I ask that our former, valued customer kindly allow 3-7 business days for such to post on his card-issuers side.In light of the above and as the herein-discussed number has now been effectively cancelled, we'll understandably proceed to consider this matter to be effectively resolved and closed. Regards,Ricardo B[redacted], Sr. ManagerCustomer Relations Department