Louisiana Glass

We thank everyone for allowing us to look into this matter However and unfortunately the relevant mobile number (aka MDN) hasn't been provided in the complainant's filing, so this understandably hinders our ability to act in as expeditious a manner as mutually preferred.That said and in an effort to forego such and independently facilitate a speedy resolution I've taken the liberty of doing a little digging on our and suspect that I've located the related MDN as being a (239) area-code MDN If such is the case, then I respectfully note that this matter appears to have been previously resolved via our "Live" chat medium, as I personally recall one of my Supervisors speaking with someone yesterday via said forum, a chat in which I was consulted on and a chat which concluded with our providing the inbound "chatting" party with the related ACCT #/PW being sought for the purpose of porting out a then-shared number under the aforementioned area-code Whereas, if this is in fact the same scenario, then no additional actions are warranted on our end.This said, and simply to clarify matters, Locus (dba H2O Wireless) genuinely values it's customers and their safety and security It's due in direct part to such, along with strict FCC guidelines that we safe-keep the mobile numbers under our service, regardless of whether or not it was assigned by us, or porting in to us As such, and due in equal part to the prepaid nature of our business, wherein end user identity is never formally established by way of formal contracts or service agreements, we boast an alternate, fair, yet specific process with a series of pre-requisites that MUST BE SATISFIED in order to validate a given customer/end user BEFORE we may release the information required to PORT OUT a number Again, we do not keep numbers hostage, we instead protect them against unauthorized acquisition I apologize if our efforts were misinterpreted, as in the end it's in the best interest of all involved parties.I thank everyone for their time, remind everyone that if my herein-summarized findings and related presumptions are correct, then the complainant has all he/she needs to proceed to port out the number If, I've presumed incorrectly, then I ask the complainant to kindly share the related number so that I may alternately research our records for that oneRegards,Ricardo B., SrManagerCustomer Relations Department

March 22, Revdex.com Re: Complaint ID# [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 satisfactionOur records indicate that our shipping department received the device and has created a refund to your account in the amount of $Please allow to days for the credit to reflect in your account depending on your credit card financial entity Note: Shipping charges are not refundable as per our terms and Conditions state: (4) Restrictions & Fees Prepaid account balances and original shipping and handling fees are not refundable [redacted] If any device is not returned in like-new condition, the device will not be eligible for a refund and may be returned to you at your cost If a SIM Card or accessory is missing, you will be charged a restocking fee of (15)% of the purchase price (except where prohibited by law) but may still be eligible for a refund on the device If a Hard Card is missing/scratched/used, the Hard Card will not be eligible for a refundOur records indicate that the issue has been satisfactory resolvedWe respectfully consider this case closed Regards, Compliance Coordinator Locus Telecommunications LLC

Complaint: [redacted] I am rejecting this response because: I have signed up for another service Regards, M [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 satisfactionSince service was not used, we have processed a refund a total amount 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

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 $on 10/04/ *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 resolvedRegards,RB [redacted] SrManagerCustomer 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] ***

April 8, 2016 RevDex.com Re: Complaint ID# [redacted] ( [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***. 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***, 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...

Complaint: [redacted] I am rejecting this response because: 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 resolutionWhether that's actually the case or not, it isn't clearI believe I made myself perfectly clear that the accounts were to be cancelledIt has now taken themhow 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 activityThey show activity because they have failed to cancel the accounts per my requestSpecifically, the line associated with my account (phone number ending in ***) is showing nothing but periodic "call forwarding" transactions for $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 ofIn the case of the line associated with my wife's account (phone number ending in ***), 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 cents per messageI can only guess that these are either SPAM messages, or text intended for the prior owner of the numberThe response states:"We are willing to process a refund for the device; however we need to receive itAt 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 phoneAs 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"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]

We thank everyone for allowing us to re-address this individual complaint and extend our sincere apologies for any inadvertent misunderstanding or frustration(s), as we reassure everyone that we remain committed to satisfactionThe above said, I open by respectfully noting that virtually every carrier/service-provider in the industry (be it prepaid or post-paid) boasts separate departments to handle different areas of their respective businesses to include PORT DEPARTMENTSWith the best of intentions, we too recently launched a new department and dedicated team to assist with port-related matters Unfortunately, as is common with new initiatives, we've experienced some challenges which we continue to internally tackle for the sake of optimizing the end user experience We continue to express our sincere apologies for any mutually desired experiences in the interim and reassure everyone that we expect a viable resolution in the near futureIn the interim, we'll attempt to contact the complainant at his/her herein-provided daytime contact number with the hopes of facilitating an amicable resolution to this individual matter, citing that "if" in the event that he/she is unavailable, or "if" he/she should happen to attempt to contact us first, our "Live" staff remain and willing (by way of the appropriate department) to assistIn light of the above summarized and latter statements, we'll understandably proceed to consider this matter to be effectively closed Regards, RB [redacted] SrManager Customer Relations

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 satisfactionIn 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 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, RB [redacted] , SrManager Customer Relations Department

Revdex.comRe: Ticket# [redacted] ( [redacted] )Fir [redacted] we would like to extend our sincere apologies to Mrs [redacted] for any inconveniences she may have experienced I reassure her that weremain committed to cu**omer’s satisfactionWe contact Mrs [redacted] via email asking for proof of purchase e**ablished After reviewing the order number Mrs [redacted] provided, our records indicated that her order was cancel and the credit card transaction voided within minutes due to suspicious fraud alertOur internal records further showed that Mrs [redacted] attempted to purchase using the same credit card several times despite the declined responses (attached) due to regulations if a credit card transaction purchase if fulfilled after two declined attempts the bank will not honor the transactionUnfortunately since the order was cancel and Mrs [redacted] does not have an e**ablished account with us there is no more we can dobut thank her for ever consider using our productsThe above being said, we respectfully consider this matter closed

Revdex.com ID# [redacted] ( [redacted] ) In response to the above referenced matter I extend our apologies for any misunderstanding or inconvenience that you may have experienced I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records further show MDN [redacted] was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted] It was for this exclusive reason that any plan-corresponding feature and or the service itself was interruptedOnce the account brakes the terms and conditions regarding excess data we are no longer able to restore the mobile number under H2O Wireless service Ms [redacted] you have been a faithful customer since and for that reason; we have process a refund for the last payment processed on 5/7/as a onetime courtesy We respectfully consider this matter closed Regards, Compliance Coordinator Locus Telecommunications LLC

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 mannerRegards,Ricardo B., SrManagerCustomer Relations Department

Revdex.com Re: ID# [redacted] ( [redacted] ***) In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure him that Locus Telecommunications remains committed to customer satisfactionOur records indicate that you he enrolled his account for auto recharge in the $Monthly planHe can change the plan anytime, however we recommend our customers to change the same day or a day before expiration dateOtherwise they expiration date will change and they will have to recharge sooner than normalI will contact the customer in order to provide the instructions to change the auto-recharge amountThat being said, we consider this case satisfactorily resolvedRegards, [redacted] Compliance Coordinator Locus Telecommunications, Inc

We thank everyone for their collaboration in getting us the additional information we required to move forward.Having since received such and having now had the chance to thoroughly review the matters, we respectfully note that simply and honest confusion appears to be at the root.Elaborating on this, I respectfully note that the TERMS and FAQs of our Refer a Friend Program (RAF) found at https://www.h2owirelessnow.com/mainControl.php?page=refer-a-friend clearly emphasize the following: "Please note that your friend must activate/port in online and has to go back to www.h2owirelessnow.com to activate their phone or check the status of their port in" Unfortunately, the "referred parties" activation/port in did not take place by way of our aforementioned site as stipulated, hence why the otherwise advertised points were not systematically generated, nor applied accordingly Again, apparently simple confusion or inadvertent misunderstanding surrounding the TERMS or qualifying activity, etc All in all, no malicious intentions were ever involved and we remain committed to satisfaction.In conjunction with said commitment and to further support our good-faith efforts, I've since requested that the otherwise applicable RAF points/rewards be respectively applied under the related www.h2owirelessnow.com accounts I simply ask that all concerned parties afford us a few business days as such is handled off-site and needs to be manually fulfilled, in the order received.In light of the above summarized and in anticipation of manual application of RAF points taking place within the next few business days, I close by again extending our sincere apologies for any prior, inadvertent and mutually undesired confusion or misunderstanding and by thanking all parties for allowing us to readdress this individual matter.We now consider this case/complaint to be effectively closedRegards,Ricardo B., SrManagerCustomer Relations Department

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 experiencedWe 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 elsewhereIn 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 outPlease note the account has to be port out before expiration date 3/10/or the number will be lost from our databaseIn light of the above summarize we’ll proceed to consider this matter closed, unless we hear otherwiseRegards, Compliance Coordinator Locus Telecommunications, Inc

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 myselfAgain, the business is trying to avoid responding to their responsibility (that they admitted) with another act of deceiveIt is unfortunate that this business is testing our intelligence Regards, Safwan ***

[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] ***

In response to the above reference matter we apologize to Mr. [redacted] for any inconvenience or misunderstanding that he may have experienced. I reassure him that Locus Telecommunications remains committed to Customer’s satisfaction. In light of such inconvenience I have extended account number [redacted] and extra month as requested. The new expiration date is 08/15/2015 If Mr. [redacted] still needs to request his logs. He can contact us via email to [redacted] for further instructions on how to retrieve such records. The above being said, we respectfully consider this matter effectible closed.

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 Mr./Mrs [redacted] that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that our customer service department H2O issue a refund in the amount of $ We have love to have new customers and we are very sorry that your transfer was not completed properly We respectfully consider this case closed Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC