Louisiana Glass

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 $[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/[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/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 TERMSWhile our immediate records also support that a manual payment of $was processed outside of our autorecharge program at about 3:42pm EST on 11/01/(i.ethe 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.e11/04/17), 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.eafter 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/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 recurWe’ll understandably proceed to consider this matter to be effectively closed Regards, [redacted] Customer Relations Department

Revdex.com ID# [redacted] ( [redacted] ) In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr/ Mr [redacted] may have individually experienced I reassured him/her that Locus Telecommunications remains committed to customer satisfactionWe have not received the device as of today 4/5/We asked Mr [redacted] for the [redacted] tracking number and he did not provided We processed a $refund to Mr [redacted] ’s credit card for a total of two transactions one for and the second for $please allow to days for the credit to reflect in the credit card account depending on the financial entity both mobile numbers have been deactivated as per customers' requestIn light of the above-summarized we’ll proceed to consider this matter to be effectible closedRegards, Compliance Coordinator Locus Telecommunications, IncTell us why here

Revdex.comCase# [redacted] ***) First we would like to extend our sincere apologies to Mr [redacted] for any delays and inconveniences that might have occurred I reassure him that we reaming committed to customersatisfaction Our records indicate that Mr*** purchase a $Airtime pin that includes a free Lynxx X2S free phone and paid $for saver shipping serviceThe purchase took place between the hours of Thursday April 2nd and Friday April 3rd Our office was closed on Friday April 3rd to observe Good Friday Mr [redacted] order is currently in transitIn recognition on how this matter has impact our customer, for that reason I have refund customer the $shipping charges The above being said, we respectfully consider this matter effectible closed unless we hear otherwise

We thank all parties for allowing us to review this matter and extend our sincere apologies for any inadvertent confusion, misunderstandings and or mutually undesired individual experiences.I assure everyone that we remain committed to satisfaction.In conjunction with such commitment and in an effort to conduct a fair and accurate investigation of the claims being made, I ask that the relevant H2O Wireless GSM prepaid phone number kindly be provided at everyone's earliest convenience.I also ask that our valued customer [turned temporary complainant] kindly provide a few examples to support his/her claims as we'd understandably prefer to focus our concentration on the relevant calendar period, individual [sample] calls, etc.We thank him/her in advance and in the interim note that as is stated within our Terms & Conditions, all calls are billed for the entire time that they are on our network, meaning from the moment SEND/TALK is hit, up until the moment END is hit.This includes any calls that terminate at answering machines, voicemail boxes or comparable Additionally, calls are rounded up to the nearest whole minute.I eagerly await any related responses, as we understandably cannot proceed without knowing which specific product is being herein-referencedRegards,Ricardo B [redacted] SrManagerCustomer Relations

Revdex.com Re: ID# [redacted] ( [redacted] First we would like to extend our sincere apologies to Mrs [redacted] for any inconveniences that might have occurredI reassured her that Locus Telecommunications remains committed to customer satisfactionOur records showed that Mrs*** purchased a phone and airtime on 12/9/Our policy states that all defective equipment should be return within days from the original transaction date, however due to the inconvenience and delays in our partI had process a full refund of $into the original credit card used for the purchasePlease allow to business days for the credit to reflect in the credit card account depending on the financial entityIn light of the above-summarized we’ll proceed to consider this matter to be effectible closedRegards, Compliance Coordinator Legal Department Locus Telecommunications LLC

Complaint: [redacted] I am rejecting this response because: The business said that I have activated three linesHowever, the line ending with [redacted] was converted to ***So, I have never had three lines open, and should never have been charged for the third lineI now request the business to check if they have overcharged me on more than two occasion and to refund all the overcharged money (at least $18) Regards, [redacted]

Revdex.com Complaint Re: ID# [redacted] ( [redacted] ) We extended our sincere apologies to Mrs [redacted] , for any inconvenience she might have occurred and assured her that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionMrs [redacted] stated, it seems our website is not very clear when it comes to port in numbers We are currently working on the issueI have personally mailed a new SIM card to Mrs [redacted] To activate the SIM Card, please make sure that you contact our Customer Service Department ###-###-#### and make sure you tell the representative that is a port in request Once the number has been ported in successfully, you can contact me [redacted] in order to transfer the funds from the old number to the new one (Note: Representatives do not have the authorization to do it) The above being said, we respectfully consider this matter closed Sincerely, [redacted] ***Compliance CoordinatorLegal DepartmentLocus Telecommunications, Inc

Revdex.com Re: [redacted] Complaint ID# [redacted] In response to the above reference matter it was noted that our Customer Relations Department was handling the issue directly with [redacted] Our records indicate that the issue has been satisfactory resolved and we respectfully consider this case closed Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC

We thank all herein-copied parties for allowing us to review this individual matter and thus, extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstanding I assure all, that we remain committed to customer satisfaction.The above said and while the aforementioned commitment is of paramount importance to us, and while we most certainly value our loyal customer feedback, suggestions, critiques and or otherwise, we unfortunately don't currently offer, nor support the feature that he/she has referenced within their Revdex.com of NJ correspondence, i.e"tethering" or "hot-spot" capabilities *For clarity, both our official TERMS at [redacted] and AUTHORIZED USE POLICY [redacted] publicly stipulate such.In light of the above current fact(s) and recognizing that our valued customer may boast an individual need for such type of service, we alternately suggest that he/she review our H2O Bolt prepaid service at [redacted] .I close by emphasizing that Locus (dba "H2O") is always seeking to innovate and provide its valued customers with more for their money, whereby, while we may not offer the herein-discussed service/feature today, such "may" be offered in the futurewhereby we'll consider this matter to be effectively closedSincere Regards,Ricardo B [redacted] , SrManagerCustomer Relations Department

Revdex.com ID# [redacted] ( [redacted] ***) We extend our genuine apologies for any inconvenience We were able to identify the $pin number Mr [redacted] used to add minutes to his accountUnfortunately the card was not added since the account was already inactiveWe 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 closedRegards, Compliance Coordinator Locus Telecommunications, Inc

August 29, Revdex.com Re: ID# [redacted] ( [redacted] ***) We extend our apologies to Mrs [redacted] for any inconveniences she might have experienceWe reassure her that Locus Telecommunications (HWireless) remains committed to customer satisfaction We were not able to establish an account with Mrs [redacted] because the account number or order was not provided in the complaint In an effort to assist we contact her twice via email But we did not receive any response We respectfully ask our customer to please provide the account number by way of e-mail to [redacted] Regards, Compliance Coordinator Locus Telecommunications LLC

Complaint: [redacted] I am rejecting this response because: The was no issue with my credit card! The issue turned out to be with my address at fir [redacted] I put **Peters but I kept getting the credit declined responseThen I tried ** [redacted] and it went through and a confirmation message was shownAt no time did anyone communicate to me the phone order was cancelledI tried in good faith to call ask pointed que**ions and received wrong information or liesThe customer service is horrible! **

Good Day,We thank all parties for having allowed us to review this individual matter and extend our apologies for any inadvertent confusion or misunderstanding, and note that we remain committed to customer satisfaction.The above said and in conjunction with such commitment, I've now thoroughly reviewed the matter and have found that some simple confusion seems to be at the root, as per my findings and calculations the complainant appears to have activated [at least] three separate numbers with us Locus/H2O of which boast the respective last four digits of: ***, [redacted] and ***.And while I can also confirm that we've received prior correspondence requests for refunds, the mobile number and amount combinations repeatedly referenced therein failed to match our billing records, thus understandably rendering us unable to accommodate the individual requests Furthermore, per our periodic staff internal notations, it simply doesn't appear as if the truly associated H2O number (ending in ***) was every referenced, or maybe even never found, as it even took me a little leg work between databases/applications to find it as being associated with the ARC related debit/credit card.The above said and to ensure that I'll now be proceeding with the complainants wishes, I respectfully ask him/her to confirm that the pay-as-yservice under the aforementioned H2O prepaid mobile number ending in [redacted] is to be effectively cancelled and rendered useless, as is the autorecharge account under it, and that the two most recent $ARC payments are to be refunded? I await the complainants response and thank all parties in advance for their continued patience and understandingSincere Regards, [redacted] Customer Relations

March 6, Revdex.com RE: ID# [redacted] Rebuttal Our internal records indicated that account ###-###-#### was paid on 12/30/the Customer added airtime on 1/30/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.gremaining 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 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/systemI apologize for any inadvertent confusion and respectfully note that our interaction/response appears to speak to a presumed query then-surrounding our ability to then-change default "message types", while my opening 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.eturn 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.ebeing 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 closedRegards,RB [redacted] , SrManagerCustomer Relations

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 to request the billing notification be disabled and I was told that this was not possible because this was under the control of ***This turned out to be incorrect, and as a result I was billed for many of these notifications for about months2) All of these messages were NOT freeThe company's response states that these messages are sent by free-of-charge USSD messageAs 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 arrivedAt times I was billed, at other times I was not, depending on the format in which they arrivedMy 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 disabledI believe this to be deceptive Regards, [redacted]

We thank all parties for allowing us to readdress this issue and extend our sincere apologies to our valued customer for any inadvertent misunderstanding surrounding "returned goods" and respectfully note that as is clearly stated within our official ecommerce site's RETURN & EXCHANGE POLICY at [redacted] 4-weeks is the expected turnaround time for returned items.The above said and as our internal records support that the returned goods were received at our warehouse during the 2nd half (if not the tail end) of January without the originally provided return label (aka RMA) or alternate courier-corresponding tracking, the processing of his/her return is directly in-line with said, publicly advertised RETURN POLICY of 4-week processing time Meaning, that even if this matter had not been externally escalated to the Revdex.com, the desired refund would've naturally been processed over the course of the next few days.However, as a gesture of good faith, we've now expedited the process a bit and have issued the applicable a full (as S/H costs aren't normally refunded, as is equally stipulated within the aforementioned return policy) $full refund today We simply ask that the complainant allow the natural 3-business day bank(s) processing period for such to appear on his/her banks end, citing that we simply cannot expedite that aspect of the returnIn recognition of the herein summarized, we'll understandably proceed to consider this matter to be effectively resolved and closedRegards,R [redacted] SrManager | Customer Relations

August 29, Revdex.com Re: ID# [redacted] ( [redacted] ***) In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that customer purchased a starter kit and not the $monthly card the issue was brought up to our billing department records further showed that a billing representative provided a credit to customer account [redacted] for the amount of $on August 19, Our records indicate that the issue has been satisfactory resolved by way of Customer ServiceWe respectfully consider this case closed Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC

Revdex.com Consumer Affairs Re: Complaint ID# [redacted] ( [redacted] ) We expressed our sincere apologies any inconvenience that may have occurred while using one of our productsWe reassured him that Locus Telecommunications is committed to customer’s satisfactionWe took the liberty to contact Ms [redacted] via email requesting the pin numbers she attempted to usePIN [redacted] and PIN [redacted] Our records indicate these pins did not expired, but were part of a few cards that had to be deactivated due to an internal investigationWe have provided three $new pins to Ms [redacted] via email Two pins for replacement and one extra for the inconvenience We respectfully will consider this matter to be effectively resolved, unless we hear otherwiseRegards, [redacted] Compliance Coordinator Locus Telecommunications, Inc

We thank our valued, former customer(s) for allowing us to re-address this matter and extend our sincere apologies for any prior inadvertent confusion, misunderstandings and or other, mutually undesired experience(s) We humbly reassure all concerned parties that we remain committed to satisfaction despite what his/her/their individual experience may have led him/her/them to temporarily believeIn an effort to clarify matters, I respectfully refer all to our websites online shopping Return & Exchange Policy at [redacted] that clearly states that while we accept merchandise returns within 14-days of the original delivery date, merchandise must be in “like new”, unused/unredeemed condition This, meaning, that once a “plan” or “hard-card” is redeemed, loaded and or scratched, it no longer qualifies for a refund Instead and as equally stated therein, any merchandise returns deemed to be ineligible for refunds will be returned to the customer/sender (despite what may have been requested on the accompanying Return & Exchange Form) *Note: As the related Return & Exchange form stipulated that a return be processed, the merchandise was understandably returned to the sender/customerRespectfully expanding on what other variables may have factored into our Sales Teams decision, I note that our internal records support that both SIMs were not only activated with H2O Wireless GSM prepaid mobile numbers ###-###-#### and ###-###-#### respectively on 10/18/(an action that in itself disqualifies the SIMs/Plans from being refund-eligible), said records also support that our H2O service under each number was used, be it for inbound and our outbound activity Beyond the latter, I respectfully note that all H2O SIMs are 4G LTE data capable However, as is stipulated within our overall “TERMS”, individual customer experiences may vary based on a host of reasons, to especially include geographical location (i.elack of underlying carrier coverage), handset/device issues and or compatibility (i.edefects within an individual handset, the devices incompatible specifications, the devices inability to accept our over-the-air (OTA) data service profile, etc.), etc Despite the herein-summarized which unfortunately dictates that no refunds be issued, I’ll now nevertheless proceed to request [from my aforementioned Sales Team colleagues] that they consider making a good-faith exception Of course, the final decision will be at their discretion, whereby and in recognition of the long holiday weekend virtually upon us and the natural processing period typically associated with refund issuances, I ask that our former valued customer kindly allow 7-days to see a refund on his/her credit card I close by also emphasizing that as is equally stated within the aforementioned Return & Exchange Policy; the eventual refund (if granted and issued) may or may not include original shipping and handling costsIn light of all which was summarized herein, we’ll proceed to consider this matter to be effectively closed Regards,RB [redacted] , SrManagerCustomer Relations Department