We thank all parties for allowing us to review this matter and hereby extend our sincere apologies to all for any inadvertent confusion or misunderstanding as we remain committed to satisfaction. In conjunction with said commitment we recently implemented a dedicated team and corresponding...
[toll-free] hotline to support those valued customers whom are looking to transfer their business elsewhere (aka "port out"). Unfortunately, as is common with any new process or transitional period, we have experienced a few challenges that have resulted in some mutually undesired delays, I.e. call wait times... we equally extend our apologies for such. We continue to monitor this new process in order to actively consider our options where additional improvements are concerned to further enhance the customer experience, we thank everyone for their kind patience and understanding in the interim. To further support our commitment to "overall support" we'll be making an effort to reach this particular customer by way of the complaint-related daytime contact number in hopes of bringing an amicable conclusion to such. Whereas, if we fail to make contact, we implore him/her to reattempt his/her effort at his/her earliest convenience, as our aforementioned, dedicated team remain available between the hours of 9am-5pm EST (Mon-Fri). In recognition of our steadfast availability and our forthcoming effort to reach out to this valued customer, we'll hereby consider this isolated matter to be effectively closed. Regards, R. B[redacted], Sr. Manager Customer Relations Department
Complaint: [redacted]
I am rejecting this response because:
I have not been refunded the $35 charge from October. I am attaching the screen shot showing the payment was deducted and where it was taken from my balance as well as the emails I received from customer service in regards to being refunded. I was never refunded even though I was told multiple times that I was.
Regards,
[redacted]
We thank everyone for allowing us to readdress this isolated matter and thus seize the opportunity to express our sincerest of apologies for any inadvertent misunderstanding or confusion, as we certainly remain committed to satisfaction.In conjunction with the latter and in an effort to support...
such, I note that our internal records support that an $80 refund was recently issued on 11/15/17. We imagine that such refund should have since posted on the relevant credit card issuer's end.Elaborating on the refunded amount, as well as to attempt to clarify the overall "process" and or applicable "policies", I respectfully refer everyone to our online RETURN & EXCHANGE POLICY located at [redacted] wherein it clearly states that: (a) Returns/Refunds will encompass a 4-6 week processing period, and (b) Original shipping and handling fee's are not refundable, hence the $80 refund issuance, as opposed to the originally paid $85 (I.e. $5 was S/H costs).As the related product merchandise return and applicable refund has since been fulfilled, we'll understandably consider this matter to be effectively closed. Regards,R. B[redacted] Sr. ManagerCustomer Relations
Revdex.com RE: Complaint ID# [redacted] We thank [redacted] for allowing us to review this matter. We apologize for any inconveniences he/she might have experience. Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate...
that Mobile number [redacted] was double charging for text messages; we had issue a trouble ticket with our underlying carrier to investigate the issue. Our Carrier is currently investigating. We contacted our customer and provided a $10.00 credit to the account for customer to use as usual in order for us to continue keep track of the billing while investigating. We will keep you informed once we receive a response from our underlying carrier. Once we receive a response we will proceed to provide a refund if necessary. Regards, Compliance Coordinator Risk Management Department Locus Telecommunications, Inc.
Good Evening, We thank everyone for allowing us to address this matter and extend our apologies for any inadvertent confusion or misunderstanding.In response to this complaint we respectfully note that our website is designed to accommodate existing and new customers. Understandably, the...
ordering process for new customers may differ from existing customers, whereby a SIM may not necessarily be required for existing customers, but instead a simply [plan-corresponding] recharge.Just as diverse, we allow our valued customers to select the speed in which they wish to receive their H2O merchandise. Understandably, the quicker the turnaround, the more expensive the deliver fees. In this case, an OVERNIGHT delivery was selected and thus, the $25 fee applied. This fee was NOT hidden, nor mandatory and our valued customer had every right and opportunity, to then deselect such deliver method and revert to standard delivery which would've been more cost-effective. However, such change was not done and the merchandise went out under the overnight delivery method. *Note: As per our online TERMS and REFUND POLICIES, shipping fee's are nonrefundable. In the end, I advise that our internal records support that a $30 refund was coincidentally issued yesterday, 08/21/17 following the advertised online return processing period that can encompass a 4-6 week turnaround time. *Note: We ask our valued customer to allow 3-5 business days for said $30 refund to appear on his banks end.In accordance with the above-summarized, we'll proceed to consider this matter to be effectively closed. Sincerely,Ricardo B[redacted], Sr. ManagerCustomer Relations
Complaint: [redacted]
I am rejecting this response because: The business confesses to the deceiving act of misguiding misprint, and claimed that it proclaimed the deceiving mistake to some customers; but that did not include myself. Again, the business is trying to avoid responding to their responsibility (that they admitted) with another act of deceive. It is unfortunate that this business is testing our intelligence.
Regards,
Safwan [redacted]
We thank everyone for allowing us to review this isolated and highly unusual matter and extend our sincere apologies for any inadvertent confusion or mutually undesired experiences. We reassure everyone that we remain committed to customer satisfaction.That said and having since reviewed such...
matter in greater detail, I'm compelled to emphasize that Locus is equally committed to safety and security. Particularly where credit card fraud is the subject matter.Regrettably, yet understandably we act very swiftly when/where a risk presents itself in order to mitigate any additional vulnerability, both to us (Locus) and the involved debit/credit card holder. It was in alignment with the latter that the service under the herein-discussed H2O Wireless GSM prepaid mobile number was cancelled, I.e. because we received a Merchant Chargeback under the description of FRAUD-CARD ABSENT ENVIRONMENT involving a debit/credit card which was used to previously replenish said mobile number. While the service may not be restored, the number itself remains available for PORTING OUT if the complainant should so desire. To that, I note that a separate email containing the PORT OUT process-required ACCOUNT NUMBER and PASSWORD will be sent to the complainant outside of this public forum to facilitate such and note that he'll simply need to initiate a PORT IN process with his/her desired service provider at his/her earliest convenience and before the number commences it's recycling process on our end.We thank everyone for understanding our position on this matter and note that we'll proceed to consider this matter to be effectively closed as the most recent payment was essentially reversed as a direct-result of the herein-referenced Merchant Chargeback and any other matters pertaining to externally processed payments would need be addressed with the originally involved external, third parties. Regards,[redacted], Sr. ManagerCustomer Relations
Revdex.com Re: [redacted] Complaint ID# [redacted] In response to the above reference matter, we would like to apologize to Mr. [redacted] for any inconvenience, or delays that he might have experienced. We reassure him that Locus Telecommunications (H2O Wireless) remains committed to...
Customer satisfaction throughout the time under our service including while he was attempting to transfer his service elsewhere. In conjunction to the said commitment and having reviewed all internal records, we advise that the matter has since been resolved in the form of the number ###-###-#### being reinstated and available to port out. Please note the account has to be port out before expiration date 3/10/2016 or the number will be lost from our database. In light of the above summarize we’ll proceed to consider this matter closed, unless we hear otherwise. Regards, Compliance Coordinator Locus Telecommunications, Inc.
Complaint: [redacted]I am rejecting this response because: 1.) While I do appreciate that I was able to port out my number to another carrier, it was in no way helped by your company. I was led to believe by two different "customer service representatives" from your company that my number could not be used again. If, as in your response, you are truly committed to customer service and you have terminated someones account why not inform them that they can still use their number but with a different carrier? If I had not found a one line answer from your company to a previous customer with this same complaint, buried among the many against your company, I would have lost my number of 10 years because I was told "The number is frozen and your only recourse is to open a new account with a new phone number". Like I would ever do business again with a company that has treated me so poorly. 2.) Now to address the "Third Party" response regarding the H2o refill card I purchased from 7-11 to recharge my account like the recording from your company told me to do. It did not say "contact H2o due to a problem with your account" or "This number is no longer a valid h2o number", it said "Recharge your account now". So I will try to take my Recharge card, that I scratched to refill my phone leaving the code exposed, back to 7-11 but your company received my money from this card and I'd be surprised if they will entertain a refund and further surprised if you have systems in place to allow the refund of an unused but scratched recharge card. I will not walk away and be bullied out $40 by a corporation with such poor business practices. If I am granted a refund I will update this complaint and if I am not you will hear from me until, at the very least, I am given a refund.Regards,[redacted]
Revdex.com ID# [redacted] ([redacted]) We extend our genuine apologies for any inconvenience. We were able to identify the $10.00 pin number Mr. [redacted] used to add minutes to his account. Unfortunately the card was not added since the account was already inactive. We transfer the funds to Mr. [redacted] second account to [redacted] In light of the above-summarized we’ll proceed to consider this matter to be effectible closed. Regards, Compliance Coordinator Locus Telecommunications, Inc.
Complaint: 10575729
I am rejecting this response because:1. I bought a product from H2O and it was not functional at the moment of purchase. There was no expiration date on the package.2. I called support twice and both times H2O refused to reactivate sim card (which was trivial from their side), resulting in me going back to the store, getting another sim card, and struggling again with the same issues.3. End up paying twice for the service that I bought (one of the times I paid to H2O) directly.
March 6, 2017 Revdex.com RE: ID# [redacted] Rebuttal Our internal records indicated that account ###-###-#### was paid on 12/30/2016 the Customer added airtime on 1/30/2017 on day prior to expiration date. (attached report) We respectfully will consider this matter closed. Regards, Compliance Group Legal Department Locus Telecommunications LLC
We're sorry to hear that our response was deemed unclear, insufficient or altogether unsatisfactory.Unfortunately, our response was based on our internal findings pertaining to the relevant, former H2O mobile number (e.g. remaining billing records, internal database notation archives, etc.), none of which support our former customer's allegations, nor warrant any actions (on our part).The above said and despite the fact that our position on this individual complaint has not changed, I nevertheless respond to the rebuttal as follows in conjunction with our commitment to service/support excellence:(1). Internal database notations support that in mid-August 2015 the presumed H2O subscriber was then-informed that our ability to change "message types" (no additional specifics on what "message types" was then-recorded) wasn't/isn't possible as such was/is dictated by the underlying carrier and/or their billing partners API/system. I apologize for any inadvertent confusion and respectfully note that our 2015 interaction/response appears to speak to a presumed query then-surrounding our ability to then-change default "message types", while my opening 2018 response submitted by way of this Revdex.com online forum speaks to our [current] ability to disable/enable post-call [free/courtesy] balance notification USSD messages, i.e. turn them "ON" or "OFF" on a case by case basis, per individual customer request(s). *Note: If my memory serves me correctly, our ability to disable/enable such free/courtesy USSD messages wasn't available to our staff back in 2015.(2). Again; no record nor comparable evidence supporting "inaccurate billing" was internally found, nor any semblance of billing incidents like those described by the complainant (i.e. being billed for free/courtesy post-call balance notification USSD messages). In addition, we've "never", not then nor now received anything from the complainant supporting otherwise.In conclusion, I unfortunately reiterate that we've not found anything to warrant action(s) and thus, will continue to consider this individual complaint to be effectively closed. Regards,R. B[redacted], Sr. ManagerCustomer Relations
April 8, 2016 Revdex.com Re: Complaint ID# [redacted]) We extended our sincere apologies for any inconvenience that Mr. B[redacted] might have experience while using our product. I reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer...
satisfaction. We search our records and were not able to find any direct SIM Card purchase from any of our available channels. Since the purchase seems to involve a third party business entity and not Locus Telecommunication. We cannot process a refund. Due to the inconvenience we have mailed a new sim card to Mr. B[redacted]. The new SIM Card is not active because in order to port a number into our service, Mr. B[redacted] will have to go to our website and go directly to the port in request section. Once the port is requested the sim will be activated once the port takes place. Mr. B[redacted], can port the number online [redacted] or by contacting one of our representatives ([redacted] toll free number Please do not say activate a sim card but Port IN (if the sim gets active with a new number, it will not be available to use for port) That being we respectfully consider this matter satisfactorily closed. Sincerely, Compliance Coordinator, Locus Telecommunications, Inc. Tell us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com ID# [redacted] ([redacted]) In response to above referenced matter, we extend our genuine apologies for any inconvenience Mrs. [redacted] may have individually experienced. I reassured him/her that Locus Telecommunications (H2O Wireless) remains committed to...
customer satisfaction. Since service was not used, we have processed a refund a total amount of $20.00 Please allow 3 to 7 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 closed. Regards, Compliance Coordinator Locus Telecommunications, Inc.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: after 2 months of this nonsense, I'm still unable to recieve certain text sms messages that h20 wireless has control of. I have made a port request to h20 wireless on [redacted] behalf with both [redacted] and h20 wireless reps on the phone at the same time and h20 wireless has still not released that portion of the wireless service. After 2 months of wasted time and absolutely no responses from h20 wireless after I was promised at least 6 differ times that a rep or supervisor would contact me I've heard nothing from them. Besides this response to the Revdex.com that's the only thing I've heard from them. This is not a one time mistake, and frankly this type of service and and customer relations is just bad business! So now me ,the consumer is once again left stuck! As I write this I'm still fighting to get my cell phone service fully restored. Totally unacceptable! January 12 2016 I'm still without sms text messaging because h20 wireless still has control over it. I am both frustrated and disgusted with h20 wireless! I've had this same number for close to 20 years with all work and business contacts not being able to reach me via text. I don't want to lose this number because the total incompetence of h20 wireless.
Regards,
[redacted]
We thank all parties for allowing us to review this matter and hereby extend our sincere apologies to all for any inadvertent confusion or misunderstanding as we remain committed to satisfaction.In conjunction with said commitment we recently implemented a dedicated team and corresponding...
[toll-free] hotline to support those valued customers whom are looking to transfer their business elsewhere (aka "port out"). Unfortunately, as is common with any new process or transitional period, we have experienced a few challenges that have resulted in some mutually undesired delays, I.e. call wait times... we equally extend our apologies for such. We've since made a few changes and are seeing significantly reduced hold times. With the best of intentions and recognizing that not everyone who calls the PORT OUT HOTLINE may not necessarily be seeking to "port out", those valued customers that experience mutually undesired hold times are currently being re-routed back to Customer Relations. However and unfortunately said parties can not assist with a "port out" process, if in fact that is what is desired. We're actively considering our options in this area to improve and or enhance the customer experience there, again respectfully reiterating that this entire process is still very, very new.When it's all said and done and while we understandably hate to see a valued customer go, we do remain available and willing to assist, we simply ask that our valued customers dial the recently established hotline [referenced by the complainant] and patiently await their turn in receiving the dedicated team's assistance. Thereafter, they'll be required to satisfactorily complete a brief verification process before any otherwise privileged information may be released. e.g. account number and password. *Note: Concerned regulatory bodies expect that carriers/service providers [to include those of the prepaid nature like us] understandably take certain steps to safeguard mobile numbers in order to prevent or reduce the unauthorized acquisitioning/transferring of such numbers.To further support our commitment to "overall support" and although [from our vantage point] it appears that the port out process has been initiated, we'll nevertheless be making an effort to reach this particular customer by way of the complaint-related H2O Wireless GSM prepaid mobile number [which we presume to be the same as the herein-stipulated daytime contact number, although not identified as such] in hopes of bringing an amicable conclusion to such. Whereas, if we fail to make contact, we implore him/her to reattempt his/her effort at his/her earliest convenience.In recognition of our steadfast availability and our forthcoming effort to reach out to this valued customer, we'll hereby consider this isolated matter to be effectively closed. Regards,R. B[redacted] Sr. ManagerCustomer Relations Department
We thank all parties for allowing us to review this matter and hereby extend our sincere apologies to all for any inadvertent confusion or misunderstanding as we remain committed to satisfaction. In conjunction with said commitment we recently implemented a dedicated team and corresponding...
[toll-free] hotline to support those valued customers whom are looking to transfer their business elsewhere (aka "port out"). Unfortunately, as is common with any new process or transitional period, we have experienced a few challenges that have resulted in some mutually undesired delays, I.e. call wait times... we equally extend our apologies for such. We continue to monitor this new process in order to actively consider our options where additional improvements are concerned to further enhance the customer experience, we thank everyone for their kind patience and understanding in the interim. To further support our commitment to "overall support" we'll be making an effort to reach this particular customer by way of the complaint-related daytime contact number in hopes of bringing an amicable conclusion to such. Whereas, if we fail to make contact, we implore him/her to reattempt his/her effort at his/her earliest convenience, as our aforementioned, dedicated team remain available between the hours of 9am-5pm EST (Mon-Fri). In recognition of our steadfast availability and our forthcoming effort to reach out to this valued customer, we'll hereby consider this isolated matter to be effectively closed. Regards, R. B[redacted], Sr. Manager Customer Relations Department
Complaint: [redacted]
I am rejecting this response because:
I have not been refunded the $35 charge from October. I am attaching the screen shot showing the payment was deducted and where it was taken from my balance as well as the emails I received from customer service in regards to being refunded. I was never refunded even though I was told multiple times that I was.
Regards,
[redacted]
We thank everyone for allowing us to readdress this isolated matter and thus seize the opportunity to express our sincerest of apologies for any inadvertent misunderstanding or confusion, as we certainly remain committed to satisfaction.In conjunction with the latter and in an effort to support...
such, I note that our internal records support that an $80 refund was recently issued on 11/15/17. We imagine that such refund should have since posted on the relevant credit card issuer's end.Elaborating on the refunded amount, as well as to attempt to clarify the overall "process" and or applicable "policies", I respectfully refer everyone to our online RETURN & EXCHANGE POLICY located at [redacted] wherein it clearly states that: (a) Returns/Refunds will encompass a 4-6 week processing period, and (b) Original shipping and handling fee's are not refundable, hence the $80 refund issuance, as opposed to the originally paid $85 (I.e. $5 was S/H costs).As the related product merchandise return and applicable refund has since been fulfilled, we'll understandably consider this matter to be effectively closed. Regards,R. B[redacted] Sr. ManagerCustomer Relations
Revdex.com RE: Complaint ID# [redacted] We thank [redacted] for allowing us to review this matter. We apologize for any inconveniences he/she might have experience. Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate...
that Mobile number [redacted] was double charging for text messages; we had issue a trouble ticket with our underlying carrier to investigate the issue. Our Carrier is currently investigating. We contacted our customer and provided a $10.00 credit to the account for customer to use as usual in order for us to continue keep track of the billing while investigating. We will keep you informed once we receive a response from our underlying carrier. Once we receive a response we will proceed to provide a refund if necessary. Regards, Compliance Coordinator Risk Management Department Locus Telecommunications, Inc.
Good Evening, We thank everyone for allowing us to address this matter and extend our apologies for any inadvertent confusion or misunderstanding.In response to this complaint we respectfully note that our website is designed to accommodate existing and new customers. Understandably, the...
ordering process for new customers may differ from existing customers, whereby a SIM may not necessarily be required for existing customers, but instead a simply [plan-corresponding] recharge.Just as diverse, we allow our valued customers to select the speed in which they wish to receive their H2O merchandise. Understandably, the quicker the turnaround, the more expensive the deliver fees. In this case, an OVERNIGHT delivery was selected and thus, the $25 fee applied. This fee was NOT hidden, nor mandatory and our valued customer had every right and opportunity, to then deselect such deliver method and revert to standard delivery which would've been more cost-effective. However, such change was not done and the merchandise went out under the overnight delivery method. *Note: As per our online TERMS and REFUND POLICIES, shipping fee's are nonrefundable. In the end, I advise that our internal records support that a $30 refund was coincidentally issued yesterday, 08/21/17 following the advertised online return processing period that can encompass a 4-6 week turnaround time. *Note: We ask our valued customer to allow 3-5 business days for said $30 refund to appear on his banks end.In accordance with the above-summarized, we'll proceed to consider this matter to be effectively closed. Sincerely,Ricardo B[redacted], Sr. ManagerCustomer Relations
Complaint: [redacted]
I am rejecting this response because: The business confesses to the deceiving act of misguiding misprint, and claimed that it proclaimed the deceiving mistake to some customers; but that did not include myself. Again, the business is trying to avoid responding to their responsibility (that they admitted) with another act of deceive. It is unfortunate that this business is testing our intelligence.
Regards,
Safwan [redacted]
We thank everyone for allowing us to review this isolated and highly unusual matter and extend our sincere apologies for any inadvertent confusion or mutually undesired experiences. We reassure everyone that we remain committed to customer satisfaction.That said and having since reviewed such...
matter in greater detail, I'm compelled to emphasize that Locus is equally committed to safety and security. Particularly where credit card fraud is the subject matter.Regrettably, yet understandably we act very swiftly when/where a risk presents itself in order to mitigate any additional vulnerability, both to us (Locus) and the involved debit/credit card holder. It was in alignment with the latter that the service under the herein-discussed H2O Wireless GSM prepaid mobile number was cancelled, I.e. because we received a Merchant Chargeback under the description of FRAUD-CARD ABSENT ENVIRONMENT involving a debit/credit card which was used to previously replenish said mobile number. While the service may not be restored, the number itself remains available for PORTING OUT if the complainant should so desire. To that, I note that a separate email containing the PORT OUT process-required ACCOUNT NUMBER and PASSWORD will be sent to the complainant outside of this public forum to facilitate such and note that he'll simply need to initiate a PORT IN process with his/her desired service provider at his/her earliest convenience and before the number commences it's recycling process on our end.We thank everyone for understanding our position on this matter and note that we'll proceed to consider this matter to be effectively closed as the most recent payment was essentially reversed as a direct-result of the herein-referenced Merchant Chargeback and any other matters pertaining to externally processed payments would need be addressed with the originally involved external, third parties. Regards,[redacted], Sr. ManagerCustomer Relations
we contact Mr. [redacted] and we are in the process of providing him with a check since he was never able to use the recharge card.
Revdex.com Re: [redacted] Complaint ID# [redacted] In response to the above reference matter, we would like to apologize to Mr. [redacted] for any inconvenience, or delays that he might have experienced. We reassure him that Locus Telecommunications (H2O Wireless) remains committed to...
Customer satisfaction throughout the time under our service including while he was attempting to transfer his service elsewhere. In conjunction to the said commitment and having reviewed all internal records, we advise that the matter has since been resolved in the form of the number ###-###-#### being reinstated and available to port out. Please note the account has to be port out before expiration date 3/10/2016 or the number will be lost from our database. In light of the above summarize we’ll proceed to consider this matter closed, unless we hear otherwise. Regards, Compliance Coordinator Locus Telecommunications, Inc.
Complaint: [redacted]I am rejecting this response because: 1.) While I do appreciate that I was able to port out my number to another carrier, it was in no way helped by your company. I was led to believe by two different "customer service representatives" from your company that my number could not be used again. If, as in your response, you are truly committed to customer service and you have terminated someones account why not inform them that they can still use their number but with a different carrier? If I had not found a one line answer from your company to a previous customer with this same complaint, buried among the many against your company, I would have lost my number of 10 years because I was told "The number is frozen and your only recourse is to open a new account with a new phone number". Like I would ever do business again with a company that has treated me so poorly. 2.) Now to address the "Third Party" response regarding the H2o refill card I purchased from 7-11 to recharge my account like the recording from your company told me to do. It did not say "contact H2o due to a problem with your account" or "This number is no longer a valid h2o number", it said "Recharge your account now". So I will try to take my Recharge card, that I scratched to refill my phone leaving the code exposed, back to 7-11 but your company received my money from this card and I'd be surprised if they will entertain a refund and further surprised if you have systems in place to allow the refund of an unused but scratched recharge card. I will not walk away and be bullied out $40 by a corporation with such poor business practices. If I am granted a refund I will update this complaint and if I am not you will hear from me until, at the very least, I am given a refund.Regards,[redacted]
Revdex.com ID# [redacted] ([redacted]) We extend our genuine apologies for any inconvenience. We were able to identify the $10.00 pin number Mr. [redacted] used to add minutes to his account. Unfortunately the card was not added since the account was already inactive. We transfer the funds to Mr. [redacted] second account to [redacted] In light of the above-summarized we’ll proceed to consider this matter to be effectible closed. Regards, Compliance Coordinator Locus Telecommunications, Inc.
Complaint: 10575729
I am rejecting this response because:1. I bought a product from H2O and it was not functional at the moment of purchase. There was no expiration date on the package.2. I called support twice and both times H2O refused to reactivate sim card (which was trivial from their side), resulting in me going back to the store, getting another sim card, and struggling again with the same issues.3. End up paying twice for the service that I bought (one of the times I paid to H2O) directly.
March 6, 2017 Revdex.com RE: ID# [redacted] Rebuttal Our internal records indicated that account ###-###-#### was paid on 12/30/2016 the Customer added airtime on 1/30/2017 on day prior to expiration date. (attached report) We respectfully will consider this matter closed. Regards, Compliance Group Legal Department Locus Telecommunications LLC
We're sorry to hear that our response was deemed unclear, insufficient or altogether unsatisfactory.Unfortunately, our response was based on our internal findings pertaining to the relevant, former H2O mobile number (e.g. remaining billing records, internal database notation archives, etc.), none of which support our former customer's allegations, nor warrant any actions (on our part).The above said and despite the fact that our position on this individual complaint has not changed, I nevertheless respond to the rebuttal as follows in conjunction with our commitment to service/support excellence:(1). Internal database notations support that in mid-August 2015 the presumed H2O subscriber was then-informed that our ability to change "message types" (no additional specifics on what "message types" was then-recorded) wasn't/isn't possible as such was/is dictated by the underlying carrier and/or their billing partners API/system. I apologize for any inadvertent confusion and respectfully note that our 2015 interaction/response appears to speak to a presumed query then-surrounding our ability to then-change default "message types", while my opening 2018 response submitted by way of this Revdex.com online forum speaks to our [current] ability to disable/enable post-call [free/courtesy] balance notification USSD messages, i.e. turn them "ON" or "OFF" on a case by case basis, per individual customer request(s). *Note: If my memory serves me correctly, our ability to disable/enable such free/courtesy USSD messages wasn't available to our staff back in 2015.(2). Again; no record nor comparable evidence supporting "inaccurate billing" was internally found, nor any semblance of billing incidents like those described by the complainant (i.e. being billed for free/courtesy post-call balance notification USSD messages). In addition, we've "never", not then nor now received anything from the complainant supporting otherwise.In conclusion, I unfortunately reiterate that we've not found anything to warrant action(s) and thus, will continue to consider this individual complaint to be effectively closed. Regards,R. B[redacted], Sr. ManagerCustomer Relations
April 8, 2016 Revdex.com Re: Complaint ID# [redacted]) We extended our sincere apologies for any inconvenience that Mr. B[redacted] might have experience while using our product. I reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer...
satisfaction. We search our records and were not able to find any direct SIM Card purchase from any of our available channels. Since the purchase seems to involve a third party business entity and not Locus Telecommunication. We cannot process a refund. Due to the inconvenience we have mailed a new sim card to Mr. B[redacted]. The new SIM Card is not active because in order to port a number into our service, Mr. B[redacted] will have to go to our website and go directly to the port in request section. Once the port is requested the sim will be activated once the port takes place. Mr. B[redacted], can port the number online [redacted] or by contacting one of our representatives ([redacted] toll free number Please do not say activate a sim card but Port IN (if the sim gets active with a new number, it will not be available to use for port) That being we respectfully consider this matter satisfactorily closed. Sincerely, Compliance Coordinator, Locus Telecommunications, Inc. Tell us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com ID# [redacted] ([redacted]) In response to above referenced matter, we extend our genuine apologies for any inconvenience Mrs. [redacted] may have individually experienced. I reassured him/her that Locus Telecommunications (H2O Wireless) remains committed to...
customer satisfaction. Since service was not used, we have processed a refund a total amount of $20.00 Please allow 3 to 7 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 closed. Regards, Compliance Coordinator Locus Telecommunications, Inc.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: after 2 months of this nonsense, I'm still unable to recieve certain text sms messages that h20 wireless has control of. I have made a port request to h20 wireless on [redacted] behalf with both [redacted] and h20 wireless reps on the phone at the same time and h20 wireless has still not released that portion of the wireless service. After 2 months of wasted time and absolutely no responses from h20 wireless after I was promised at least 6 differ times that a rep or supervisor would contact me I've heard nothing from them. Besides this response to the Revdex.com that's the only thing I've heard from them. This is not a one time mistake, and frankly this type of service and and customer relations is just bad business! So now me ,the consumer is once again left stuck! As I write this I'm still fighting to get my cell phone service fully restored. Totally unacceptable! January 12 2016 I'm still without sms text messaging because h20 wireless still has control over it. I am both frustrated and disgusted with h20 wireless! I've had this same number for close to 20 years with all work and business contacts not being able to reach me via text. I don't want to lose this number because the total incompetence of h20 wireless.
Regards,
[redacted]
We thank all parties for allowing us to review this matter and hereby extend our sincere apologies to all for any inadvertent confusion or misunderstanding as we remain committed to satisfaction.In conjunction with said commitment we recently implemented a dedicated team and corresponding...
[toll-free] hotline to support those valued customers whom are looking to transfer their business elsewhere (aka "port out"). Unfortunately, as is common with any new process or transitional period, we have experienced a few challenges that have resulted in some mutually undesired delays, I.e. call wait times... we equally extend our apologies for such. We've since made a few changes and are seeing significantly reduced hold times. With the best of intentions and recognizing that not everyone who calls the PORT OUT HOTLINE may not necessarily be seeking to "port out", those valued customers that experience mutually undesired hold times are currently being re-routed back to Customer Relations. However and unfortunately said parties can not assist with a "port out" process, if in fact that is what is desired. We're actively considering our options in this area to improve and or enhance the customer experience there, again respectfully reiterating that this entire process is still very, very new.When it's all said and done and while we understandably hate to see a valued customer go, we do remain available and willing to assist, we simply ask that our valued customers dial the recently established hotline [referenced by the complainant] and patiently await their turn in receiving the dedicated team's assistance. Thereafter, they'll be required to satisfactorily complete a brief verification process before any otherwise privileged information may be released. e.g. account number and password. *Note: Concerned regulatory bodies expect that carriers/service providers [to include those of the prepaid nature like us] understandably take certain steps to safeguard mobile numbers in order to prevent or reduce the unauthorized acquisitioning/transferring of such numbers.To further support our commitment to "overall support" and although [from our vantage point] it appears that the port out process has been initiated, we'll nevertheless be making an effort to reach this particular customer by way of the complaint-related H2O Wireless GSM prepaid mobile number [which we presume to be the same as the herein-stipulated daytime contact number, although not identified as such] in hopes of bringing an amicable conclusion to such. Whereas, if we fail to make contact, we implore him/her to reattempt his/her effort at his/her earliest convenience.In recognition of our steadfast availability and our forthcoming effort to reach out to this valued customer, we'll hereby consider this isolated matter to be effectively closed. Regards,R. B[redacted] Sr. ManagerCustomer Relations Department