Louisiana Glass

Complaint: [redacted] I am rejecting this response because: Phone bill was paid twice in January, once on the third and then on the thirty firstThat totals out to twenty seven daysToday is march and my services are offWhat seven days were you giving credit for? This keeps happening and it's not what you advertise nor is is good customer service Regards, [redacted]

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 $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 $refund was coincidentally issued yesterday, 08/21/following the advertised online return processing period that can encompass a 4-week turnaround time *Note: We ask our valued customer to allow 3-business days for said $refund to appear on his banks end.In accordance with the above-summarized, we'll proceed to consider this matter to be effectively closedSincerely,Ricardo B [redacted] , SrManagerCustomer Relations

Revdex.com ID# [redacted] [redacted] ***) In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr [redacted] may have individually experienced I reassured him/her that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicated that Mr [redacted] Signed up for auto recharge program, unfortunately his credit card was charge at the time of the following billing cycle The first charge of $was refundedWe have process a refund for the second and last recharge, a total of $Please allow to 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 closedRegards, Compliance Coordinator Locus Telecommunications, Inc

Revdex.com Re: ID [redacted] ( [redacted] **) We would like to apologize for any inconveniences Mr./Mrs [redacted] might have experiencedI reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionLocus Telecommunications sent several text and email blasts, letting customers know that H2O Wireless was not going to support 2G phones as of January 1st In order to support our customers we also offered free phones for customers that qualifiedUnfortunately we cannot answer as of why Mr./Mrs [redacted] did not received those notificationsAs requested a full refund in the amount of $has been process; please allow to days for the credit to reflect in your account depending on your credit card financial entityNote your phone number will be disconnected and unable to port as of 4/14/We respectfully consider this case closedRegards, 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] ***

We thank you for allowing us review this matter and extend our apologies for any inconveniences our business decisions might be causing youI reassure you that Locus Telecommunications, Inc(HWireless) remains committed to customer satisfactionH2O Wireless is upgrading its service to offer fast speeds on a new 4G LTE network with nationwide coverageIt will feature a powerful mobile hotspot device and offer a SIM card to use with compatible devices to take anywhere The good news is that we are running a promotion for current customers With the BOLT spider Mini which provides a free bolt devices to current customers.Our records indicate Mrs [redacted] bolt device has been delivered; due to the high volume of free device orders, we have been experiencing some delaysWe contacted Mrs [redacted] by phone and email and explained to her that once she activates the new device she can send an email directly to compliance group and we would extend the service expiration for one month due to the inconvenience she experienced.The above being said and unless we hear otherwise, we’ll proceed to consider this matter closed

Revdex.com: 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]

[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 meI do expect to receive the full $refund as told to the Revdex.comAt the current date 1/31/and time I have only received half ($45) 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.ecall 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 releasede.gaccount 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 closedRegards,RB [redacted] SrManagerCustomer Relations Department

First we would like to extend our sincere apologies to Mr [redacted] for any inconveniences that might have occurred and I reassured him, that we reaming committed to customer satisfaction Our records indicate that Mr [redacted] also process a recharge for $after attempting the other two pins he purchased form Best Buy Like I mentionbefore I cannot refund the purchase from a third party store, however we due to all the inconveniences Mr [redacted] experience while purchasing our productsI processa refund in the amount of $to his credit cardThe above being said, we respectfully consider this matter effectible closed

Revdex.comID# [redacted] ( [redacted] ***)In response to the above matter, we extended our sincere apologies to Mr [redacted] for any inconvenience or misunderstanding that might have occurred I assured him that we remain committed to customer satisfaction Ms [redacted] *** ###-###-#### is currently active with our [redacted] rate planHis rate plan changed for an inexplicable reason We are currently working with our IT department to find out if there is any glitch in the system.Our customer service assistant manager called Mr [redacted] unfortunately we have not been able to contact him In order for us to change the rate plan, he will have to be on the line to be able to reset his hand set Regards, [redacted] ***Compliance CoordinatorLocus Telecommunications, Inc

Revdex.com ID# [redacted] (Mr/ Mrs [redacted] ***) In response to above referenced matter, we would like to extend our apologies for any misunderstandings I reassured Mr/ Mrs [redacted] that Locus Telecommunications (HWireless) remains committed to our customer satisfactionOur records indicated that Mr/ Mrs [redacted] purchased air time for mobile number [redacted] on three separate occasions between 2/01/and 2/17/ Records further indicate that there was one void transaction on 2/7/We have not find any unauthorized transactionsIn light of such, we respectfully consider this matter closed, unless we hear otherwiseRegards, Compliance Coordinator Locus Telecommunications, Inc

Revdex.com Re: ID [redacted] ( [redacted] ) We thank you for allowing us to review this issueI reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfactionOur records indicate that MDN ###-###-#### has been under our service from March 11, to present and it is enjoying all plan-corresponding features as promise and advertisedThe number has also been enrolled in the auto recharge program since May of Locus Telecommunications (H2O Wireless) provides basic cell phone features like voice and text messaging however we do not support picture messages nor do we advertise itMr [redacted] is requesting a refund of $for all his payments; however we have records that showed the services have been rendered since the date of activationRecords further showed that Mr [redacted] never brought any issues regarding our services to customer servicesUnfortunately we cannot process a refund for service renderedHe also claims that one of our employees had a three way conversation with him and a Bank Entity ( [redacted] ***) and that the employee agreed to refund Mr [redacted] We found that very strange since none of our employees is authorize to make such agreementThe above being said, we respectfully consider this matter closedRegards, Compliance Coordinator Legal Department Locus Telecommunications LLC

Revdex.comRe: [redacted] Complaint ID# [redacted] We would like to thank you for allowing us to review this matter and extend our apologies for any inconveniencesWe 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 TelecommunicationsBecause 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(HWireless)

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, for a total of $72.00(two $transactions) if you have not received those funds, please contact us as soon as possibleWe respectfully consider this case closed Regards,Compliance CoordinatorLegal DepartmentLocus Telecommunications LLC

Revdex.com Re: Complaint ID# [redacted] ***) In response to the above matter, we extended our sincere apologies for any misunderstanding that might have occurred I reassure Mrs [redacted] that Locus Telecommunications (HWireless) remains committed to customer satisfaction Our records indicate that you have a Pay As You Go Plan Records further showed your account balance was due to expired on 2/16/the account had a remaining balance of $ Normally we recommend customers to replenish at least the day before the expiration date to avoid losing their account balanceOur terms and conditions states: Prepaid Refills H2O Wireless Monthly plans expire days after loaded to your accountH2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill cardUnused minutes or data allowance do not roll overIf you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.eno stacking)Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill cardIf your account balance falls to zero while you are on a call, the call will be disconnectedIf your account is inactive, you will not be able to utilize your wireless device for any purposeYour account and phone number will be cancelled if the balance remains at $for consecutive days or moreH2O refills can only be used with H2O DevicesCredits cannot be transferred from one account to another If your account becomes inactive, we may de-activate your account and you may lose your phone numberIf you wish to use Services after your account has been de-activated, call Customer Service for reactivationThere may be a charge to reactivate and we cannot ensure that the same phone number will be available [redacted] Out of courtesy, we credit the $back into her account Expiration date is 05/17/That being said, we consider this case satisfactorily resolvedRegards, Compliance Coordinator Locus Telecommunications LLC

We extend our apologies to Mr [redacted] for any misunderstandings or frustrations he might have experiencedWe reassure him that we remain committed to customer satisfaction.Mr [redacted] did not include the calling card pin number in the complaint In an effort to help in regards of this matter, I personally e-mailed her requesting information in order form us toinvestigate the issue he brought to our attention However, we have not received a responseTo better assist Mr [redacted] in regards to this matter we ask her to please provide the Calling card in question Pin Number and his Telephone company statementThat being said and unless we hear otherwise, we will respectfully consider this case closed

Complaint: [redacted] I am rejecting this response because: Ricardo makes reference to the warranty on the sim card expiring However, as the card is not working properly, I've effectively lost over $of the $I paid for a one year prepaid plan with H2O Wireless.Ricardo suggests that I purchase a new sim card I have a question of Ricardo regarding this If I purchase a new sim card will I be able to have the new sim card assigned the same phone number as the old sim card? Also, will my prepaid annual plan be carried over to the new sim card? If the answer to both questions is yes, I will be satisfied However, I would appreciate Ricardo giving me full details of how to assign the new sim card my "old" phone and how to have is work with my already purchased prepaid annual plan Regards, [redacted]

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 satisfactionThat 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/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-Yservice 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.gbasic 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 describedSincere Regards,Ricardo B., SrManagerCustomer Relations

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.eif 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, vs3G, 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) issueSincere Regards,RB [redacted] , SrManagerCustomer Relations