[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.comRe: ID# [redacted] (Mr. [redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences Mr. [redacted] might have experienced with our...
service. I reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that our Customer Service Department issued a refund December 8, 2016 for a total of $72.00(two $36.00 transactions) if you have not received those funds, please contact us as soon as possible. We respectfully consider this case closed. Regards,Compliance CoordinatorLegal DepartmentLocus Telecommunications LLC
In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr. / Mrs. [redacted] may have individually experienced. I reassured him/her thatLocus Telecommunications remains committed to customer satisfaction.Our records indicated that Mr. [redacted] was attempting to...
purchase a SIM Card in our official website transactions reported to failed, however those transaction were processed while we were life testing our PayPal gateway or handset purchases, it seems the gate way was not communicating properly by allowing purchase under the set amount. We have process a refund to his credit card for two $20.00 transactions a total of $0.00 to the credit card. 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 to be effectible closed
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
THERE ARE SEVERAL H20 SIM CARDS AVAILABLE FOR PURCHASE. I WOULD APPRECIATE RICARDO GETTING BACK TO ME WITH THE EXACT SIM CARD THAT I SHOULD BUY (PREPAID PLAN).
Regards,
[redacted]
We're genuinely sorry to hear that our response and overall position on the matter (derivative of our TERMS) has been misinterpreted or was deemed unsatisfactory, and we are that much more sorry to have lost our former, valued customers business... While it's always our paramount objective to support, satisfy and retain our valued customers it's unfortunately "easier said than done" in our line of prepaid business were we deal with a wide array of unique challenges, boasting an immensely diverse array of variables and circumstances, of which we simply cannot have a viable, mutually acceptable response or resolution for all. This is ever more true when involving "customer own devices" that are activated under our herein-discussed service, having been previously configured to work on a slew of other platforms/networks, both domestic and foreign.That said and in simple response to some of the more recent statements, I respectfully note that our good faith intent, is always to bring new customer onboard and provide them with satisfactory, cost-effective prepaid wireless services. In an effort to facilitate this our online onboarding tools (be it the activation page or "transfer your number" page ((which applies in this case)), boast a field for new customers to enter their devices respective IMEI (International Mobile Equipment Identity). This field merely reconciles the entered IMEI under our databases to check for conflicts, i.e. if said IMEI is already activated under our service, etc. The only other comparable online tool that we offer, or have offered, checks a given phones generational compatibility, meaning 2G, vs. 3G, etc.) as our underlying carrier previously shut down their then, already-limited 2G network and no longer supports such phones at all. We again apologize that we remain unable to accommodate our former valued customers request and respectfully reiterate that this matter was not a "service related" issue [as H2O service was rendered to the relevant H2O SIM throughout], but instead an isolated, single device (compatibility) issue. Sincere Regards,R. B[redacted], Sr. ManagerCustomer Relations
Revdex.comRe: [redacted] [redacted]Complaint ID# [redacted] We would like to thank you for allowing us to review this matter and extend our apologies for any inconveniences. We assure you that we remain committed...
to our customers’ satisfaction.In response to the above-referenced and having reviewed our internal records for MDN [redacted] our records showed that the Mobile number was active and enjoying all plan features as offered. We were not able to find any direct purchases through Locus Telecommunications. Because his purchase seems to involve a third party, we respectfully suggest for [redacted] to contact the party where he place the purchase and follow their return and exchange policy. In light of the above summarize we’ll respectfully consider this matter closed. Regards,Compliance GroupLocus Telecommunications, Inc. (H20 Wireless)
Good Day,We thank all parties for bringing this matter to our attention and extend our sincere apologies for any inadvertent confusion or misunderstanding, as our internal records support that while our "Live" support staff members were [themselves] unable to issue the desired refund, they did...
subsequently escalate the matter accordingly resulting in the issuance of the relevant $36 on 10/04/17. *Note: Said refund should have posted on our valued former customers credit card some time ago, although actual processing times may vary by financial institution.The above said and as the relevant number is no longer with us we'll understandably proceed to consider this matter to have been previously resolved. Regards,R. B[redacted] Sr. ManagerCustomer 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]
We thank all parties for allowing us to review this matter and extend our sincere apologies for any prior inadvertent confusion, misunderstanding or otherwise, as we remain committed to satisfaction.In conjunction with said commitment and in an effort to proceed accordingly, we ask that our valued...
customer (complainant) kindly confirm the relevant H2O Wireless GSM prepaid mobile numbers to include his/her own, as well as that of the "referred" friend.This information is vital to our internal review of such matter as it'll allow us to confirm their backend relation (if any) and better ascertain if both underwent the processes that would've normally qualified them for Refer A Friend (RAF) rewards/points.We thank him/her in advance for this additional information and eagerly await his/her response in order to proceed and offer updates in a timely manner. Regards,Ricardo B., Sr. ManagerCustomer Relations Department
Revdex.comRE: Complaint ID# [redacted]In accordance with and in response to the above-referenced matter, we thank Mr. [redacted] for allowing us to review this matter. We reassure him that Locus Telecommunications, Inc. remains committed to ethical business...
practices and customer satisfaction alike.Mr. [redacted] mention a problem in regards to the MMS. We do not recommend for our customers to jailbreaking devices instead we encourages the use of native messaging platforms such as iMessage. We apologize for any misunderstanding in this regard.Our records indicate that MDN ###-###-#### is no longer under any Locus Telecommunications services, however it appeared in our system’s history as the number being successfullyreleased and ported out on June 5, 2014 Mr. [redacted] was not able to use our service. Under those circumstances we have process a refund to the original credit card used for those purchases made directly from us in a total amount of $72.00 In addition, since the SIM card was purchased through a third party, He told us via email not to worry about that particular purchase. The above being said, we respectfully consider this matter closed.
Happy Independence Day to All,We apologize for any inadvertent delays in responding due to the closure of our business/center in observance of the aforementioned holiday and for any mutually undesired misunderstanding. We assure all parties that we remain committed to satisfaction. That...
said and having read/reviewed the facts, I regrettably note that we're unable to replace the relevant SIM as the original purchase date and delivery date (of 04/06/17 according to FedEx tracking number [redacted]) well exceeds that dictated by our online return policy and overall 14-Day Money Back Guarantee found [redacted] .In light of such, and as internal records support that our H2O Wireless GSM prepaid service continues to be rendered under the related SIM-corresponding mobile number of ###-###-#### with a current Pay-As-You-Go service expiration date of 04/13/18, we alternately implore our customer to consider purchasing a replacement H2O SIM at a local retail location (e.g. [redacted] etc.) or online by way of our herein-referenced official online store, or at [redacted], as they often offer very cost-effective deals.While making his/her decision, we ask that our valued customer also, kindly keep in mind that as is stated within our TERMS at [redacted] "Account balances are not refundable, transferable or redeemable for cash or credit"... Whereas, if he/she should decide to stay a valued H2O customer, we implore him/her to understand that our herein-referenced prepaid WIRELESS service is intended to be used under domestic, AT&T compatible cellular phones, for the purpose of enjoying our advertised, basic cellular phone services, e.g. basic 4G voice, basic 4G text/SMS and basic 4G internet-surfing (aka DATA) plan allowing. It is NOT intended to be used under any other types of devices, nor do we support such devices, nor can we directly dictate the experience(s) on such, otherwise unsupported devices. If our valued customer continues to use our herein-discussed service under such device(s) he/she does so at his sole discretion, understanding that we do not support such device(s).In closing, and unless the related, unsupported device has in someway directly damaged the herein-discussed H2O SIM, or it's use under such unsupported device has in someway directly rendered it useless, I remain confident that if said SIM were to be placed under an actual, [AT&T] compatible, supported and unlocked phone (meaning not locked to any other carrier), our valued customer will continue to enjoy the herein-discussed H2O Wireless GSM prepaid service up until the aforementioned service-expiration date."If" however, the SIM is deemed to be damaged or inoperative then, our herein-referenced return policy still applies and our valued customer's options would still be limited to replacing it at his/her leisure, again, with the understanding that we DO NOT support, nor guarantee the end user experience on the type(s) of device that he/she has described. Sincere Regards,Ricardo B., Sr. ManagerCustomer Relations
Complaint: [redacted]
I am rejecting this response because:
1. There is no choice on the Revdex.com form except "accept" or "reject", and "accept" appears to be set up in such a way that it implies both acceptance and resolution. Whether that's actually the case or not, it isn't clear.2. I believe I made myself perfectly clear that the accounts were to be cancelled. It has now taken them... how long? ... to respond to the complaint, and are now making excuses that they're not sure which if either account should be cancelled, as they both show activity. They show activity because they have failed to cancel the accounts per my request. Specifically, the line associated with my account (phone number ending in [redacted]) is showing nothing but periodic "call forwarding" transactions for $0.00 . I never enabled call forwarding on the account/device, so I don't know what the source is; possibly some kind of automatic voice mail forwarding that I wasn't aware of. In the case of the line associated with my wife's account (phone number ending in [redacted]), there are similar call forwarding messages - and a PILE of "SMS Terminating" messages for which the account appears to be charged and/or subsequently credited back 5 cents per message. I can only guess that these are either SPAM messages, or text intended for the prior owner of the number.3. The response states:"We are willing to process a refund for the device; however we need to receive it. At this point we are asking Mr. [redacted] provided [redacted] tracking number in order for us to investigate."Clearly, they either never received and/or never bothered to completely read my last response to them, indicating that they failed to provide a [redacted] return label with the replaced phone. As I stated in that particular e-mail:"Someone needs to immediately send me a return label so that the [redacted] phone can be returned at your company’s expense."I still haven't received a return label; so, for the second time, "someone needs to immediately send me a return label".4. The company has apparently not read the "Desired Outcome/Settlement" section of the complaint; as they have not provided what I requested, I do not accept their response.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Response: Revdex.com Re: Ticket# [redacted] (Mr. [redacted]) We extend our apologies to Mr. [redacted] for any inconveniences while trying to use our product. The port in request was process from our sided, unfortunately we ca not speak on behalf of Third party service provider. The matter has been resolved by successfully porting out your number to [redacted]. Unfortunately we were not able to refund since he had already process a charge back directly with his credit card company. In light of the above summarize we’ll proceed to consider this matter closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications, LLC
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.comRe: ID# [redacted] (Mr. [redacted]) In response to the above reference ticket number, we would like to apologize for any inconveniences Mr. [redacted] might have experienced with our...
service. I reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction. Our records indicate that our Customer Service Department issued a refund December 8, 2016 for a total of $72.00(two $36.00 transactions) if you have not received those funds, please contact us as soon as possible. We respectfully consider this case closed. Regards,Compliance CoordinatorLegal DepartmentLocus Telecommunications LLC
In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr. / Mrs. [redacted] may have individually experienced. I reassured him/her thatLocus Telecommunications remains committed to customer satisfaction.Our records indicated that Mr. [redacted] was attempting to...
purchase a SIM Card in our official website transactions reported to failed, however those transaction were processed while we were life testing our PayPal gateway or handset purchases, it seems the gate way was not communicating properly by allowing purchase under the set amount. We have process a refund to his credit card for two $20.00 transactions a total of $0.00 to the credit card. 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 to be effectible closed
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
THERE ARE SEVERAL H20 SIM CARDS AVAILABLE FOR PURCHASE. I WOULD APPRECIATE RICARDO GETTING BACK TO ME WITH THE EXACT SIM CARD THAT I SHOULD BUY (PREPAID PLAN).
Regards,
[redacted]
We're genuinely sorry to hear that our response and overall position on the matter (derivative of our TERMS) has been misinterpreted or was deemed unsatisfactory, and we are that much more sorry to have lost our former, valued customers business... While it's always our paramount objective to support, satisfy and retain our valued customers it's unfortunately "easier said than done" in our line of prepaid business were we deal with a wide array of unique challenges, boasting an immensely diverse array of variables and circumstances, of which we simply cannot have a viable, mutually acceptable response or resolution for all. This is ever more true when involving "customer own devices" that are activated under our herein-discussed service, having been previously configured to work on a slew of other platforms/networks, both domestic and foreign.That said and in simple response to some of the more recent statements, I respectfully note that our good faith intent, is always to bring new customer onboard and provide them with satisfactory, cost-effective prepaid wireless services. In an effort to facilitate this our online onboarding tools (be it the activation page or "transfer your number" page ((which applies in this case)), boast a field for new customers to enter their devices respective IMEI (International Mobile Equipment Identity). This field merely reconciles the entered IMEI under our databases to check for conflicts, i.e. if said IMEI is already activated under our service, etc. The only other comparable online tool that we offer, or have offered, checks a given phones generational compatibility, meaning 2G, vs. 3G, etc.) as our underlying carrier previously shut down their then, already-limited 2G network and no longer supports such phones at all. We again apologize that we remain unable to accommodate our former valued customers request and respectfully reiterate that this matter was not a "service related" issue [as H2O service was rendered to the relevant H2O SIM throughout], but instead an isolated, single device (compatibility) issue. Sincere Regards,R. B[redacted], Sr. ManagerCustomer Relations
Revdex.comRe: [redacted] [redacted]Complaint ID# [redacted] We would like to thank you for allowing us to review this matter and extend our apologies for any inconveniences. We assure you that we remain committed...
to our customers’ satisfaction.In response to the above-referenced and having reviewed our internal records for MDN [redacted] our records showed that the Mobile number was active and enjoying all plan features as offered. We were not able to find any direct purchases through Locus Telecommunications. Because his purchase seems to involve a third party, we respectfully suggest for [redacted] to contact the party where he place the purchase and follow their return and exchange policy. In light of the above summarize we’ll respectfully consider this matter closed. Regards,Compliance GroupLocus Telecommunications, Inc. (H20 Wireless)
Good Day,We thank all parties for bringing this matter to our attention and extend our sincere apologies for any inadvertent confusion or misunderstanding, as our internal records support that while our "Live" support staff members were [themselves] unable to issue the desired refund, they did...
subsequently escalate the matter accordingly resulting in the issuance of the relevant $36 on 10/04/17. *Note: Said refund should have posted on our valued former customers credit card some time ago, although actual processing times may vary by financial institution.The above said and as the relevant number is no longer with us we'll understandably proceed to consider this matter to have been previously resolved. Regards,R. B[redacted] Sr. ManagerCustomer 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]
We thank all parties for allowing us to review this matter and extend our sincere apologies for any prior inadvertent confusion, misunderstanding or otherwise, as we remain committed to satisfaction.In conjunction with said commitment and in an effort to proceed accordingly, we ask that our valued...
customer (complainant) kindly confirm the relevant H2O Wireless GSM prepaid mobile numbers to include his/her own, as well as that of the "referred" friend.This information is vital to our internal review of such matter as it'll allow us to confirm their backend relation (if any) and better ascertain if both underwent the processes that would've normally qualified them for Refer A Friend (RAF) rewards/points.We thank him/her in advance for this additional information and eagerly await his/her response in order to proceed and offer updates in a timely manner. Regards,Ricardo B., Sr. ManagerCustomer Relations Department
Revdex.comRE: Complaint ID# [redacted]In accordance with and in response to the above-referenced matter, we thank Mr. [redacted] for allowing us to review this matter. We reassure him that Locus Telecommunications, Inc. remains committed to ethical business...
practices and customer satisfaction alike.Mr. [redacted] mention a problem in regards to the MMS. We do not recommend for our customers to jailbreaking devices instead we encourages the use of native messaging platforms such as iMessage. We apologize for any misunderstanding in this regard.Our records indicate that MDN ###-###-#### is no longer under any Locus Telecommunications services, however it appeared in our system’s history as the number being successfullyreleased and ported out on June 5, 2014 Mr. [redacted] was not able to use our service. Under those circumstances we have process a refund to the original credit card used for those purchases made directly from us in a total amount of $72.00 In addition, since the SIM card was purchased through a third party, He told us via email not to worry about that particular purchase. The above being said, we respectfully consider this matter closed.
Happy Independence Day to All,We apologize for any inadvertent delays in responding due to the closure of our business/center in observance of the aforementioned holiday and for any mutually undesired misunderstanding. We assure all parties that we remain committed to satisfaction. That...
said and having read/reviewed the facts, I regrettably note that we're unable to replace the relevant SIM as the original purchase date and delivery date (of 04/06/17 according to FedEx tracking number [redacted]) well exceeds that dictated by our online return policy and overall 14-Day Money Back Guarantee found [redacted] .In light of such, and as internal records support that our H2O Wireless GSM prepaid service continues to be rendered under the related SIM-corresponding mobile number of ###-###-#### with a current Pay-As-You-Go service expiration date of 04/13/18, we alternately implore our customer to consider purchasing a replacement H2O SIM at a local retail location (e.g. [redacted] etc.) or online by way of our herein-referenced official online store, or at [redacted], as they often offer very cost-effective deals.While making his/her decision, we ask that our valued customer also, kindly keep in mind that as is stated within our TERMS at [redacted] "Account balances are not refundable, transferable or redeemable for cash or credit"... Whereas, if he/she should decide to stay a valued H2O customer, we implore him/her to understand that our herein-referenced prepaid WIRELESS service is intended to be used under domestic, AT&T compatible cellular phones, for the purpose of enjoying our advertised, basic cellular phone services, e.g. basic 4G voice, basic 4G text/SMS and basic 4G internet-surfing (aka DATA) plan allowing. It is NOT intended to be used under any other types of devices, nor do we support such devices, nor can we directly dictate the experience(s) on such, otherwise unsupported devices. If our valued customer continues to use our herein-discussed service under such device(s) he/she does so at his sole discretion, understanding that we do not support such device(s).In closing, and unless the related, unsupported device has in someway directly damaged the herein-discussed H2O SIM, or it's use under such unsupported device has in someway directly rendered it useless, I remain confident that if said SIM were to be placed under an actual, [AT&T] compatible, supported and unlocked phone (meaning not locked to any other carrier), our valued customer will continue to enjoy the herein-discussed H2O Wireless GSM prepaid service up until the aforementioned service-expiration date."If" however, the SIM is deemed to be damaged or inoperative then, our herein-referenced return policy still applies and our valued customer's options would still be limited to replacing it at his/her leisure, again, with the understanding that we DO NOT support, nor guarantee the end user experience on the type(s) of device that he/she has described. Sincere Regards,Ricardo B., Sr. ManagerCustomer Relations
Complaint: [redacted]
I am rejecting this response because:
1. There is no choice on the Revdex.com form except "accept" or "reject", and "accept" appears to be set up in such a way that it implies both acceptance and resolution. Whether that's actually the case or not, it isn't clear.2. I believe I made myself perfectly clear that the accounts were to be cancelled. It has now taken them... how long? ... to respond to the complaint, and are now making excuses that they're not sure which if either account should be cancelled, as they both show activity. They show activity because they have failed to cancel the accounts per my request. Specifically, the line associated with my account (phone number ending in [redacted]) is showing nothing but periodic "call forwarding" transactions for $0.00 . I never enabled call forwarding on the account/device, so I don't know what the source is; possibly some kind of automatic voice mail forwarding that I wasn't aware of. In the case of the line associated with my wife's account (phone number ending in [redacted]), there are similar call forwarding messages - and a PILE of "SMS Terminating" messages for which the account appears to be charged and/or subsequently credited back 5 cents per message. I can only guess that these are either SPAM messages, or text intended for the prior owner of the number.3. The response states:"We are willing to process a refund for the device; however we need to receive it. At this point we are asking Mr. [redacted] provided [redacted] tracking number in order for us to investigate."Clearly, they either never received and/or never bothered to completely read my last response to them, indicating that they failed to provide a [redacted] return label with the replaced phone. As I stated in that particular e-mail:"Someone needs to immediately send me a return label so that the [redacted] phone can be returned at your company’s expense."I still haven't received a return label; so, for the second time, "someone needs to immediately send me a return label".4. The company has apparently not read the "Desired Outcome/Settlement" section of the complaint; as they have not provided what I requested, I do not accept their response.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Response: Revdex.com Re: Ticket# [redacted] (Mr. [redacted]) We extend our apologies to Mr. [redacted] for any inconveniences while trying to use our product. The port in request was process from our sided, unfortunately we ca not speak on behalf of Third party service provider. The matter has been resolved by successfully porting out your number to [redacted]. Unfortunately we were not able to refund since he had already process a charge back directly with his credit card company. In light of the above summarize we’ll proceed to consider this matter closed. Regards, Compliance Coordinator Legal Department Locus Telecommunications, LLC