Nexus Communications, Inc

Im writing in regards to my last letter and the case number is above in the right hand corner. Reachout wireless told me twice that they were going to send me instructions for my phone, but they still haven't. I made a complaint about my phone stopped working a few months back then one day it started working just fine. I know right now I cant even turn my phone on and if I have to start using my minutes up "how can I do it?"  There was a guy at Verizon that told me on the phone that they could shut my phone off no matter how many minutes I have if Im not using my phone. I wanted you to know one of those guys that I talked to was [redacted] and the other on Im not sure.

Dear Sir or Madam:Since Mr. [redacted] contacted your organization and has provided specific information regarding hisPrimary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Mr.[redacted] has in fact released Nexus from any liability regarding Customer...

Proprietary NetworkInformation ("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limitedextent his account with your organization. If this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Mr. [redacted] Mr. [redacted] indicates that his purchased minutes were depletedwithout using them and he is experiencing an issue with regard to continued ReachOut Wireless servicesunder non-lifeline plan.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. TheNexus representative found that Mr. [redacted]’s lifeline services were initially activated with ReachOutWireless on October 2, 2013 and his lifeline services were transferred to the non-lifeline plan on June 16,2014 due to a denial notification received from the California Lifeline Administrator. The Nexusrepresentative was able to see that Mr. [redacted] had been using his services under non-lifeline plan withReachOut Wireless since his plan was changed and he made the last payment of $10.00 in airtime on May8, 2015. Furthermore, the Nexus representative found that Mr. [redacted]’s account was disconnected onAugust 6, 2015 due to non-payment.A Nexus representative promptly attempted to contact Mr. [redacted], to discuss his case in detail. TheNexus representative was able to speak with Mr. [redacted], informing him that his services weredisconnected due to non-payment of $10.00 under non-lifeline plan. The Nexus representative alsoinformed Mr. [redacted] that a $10.00 payment is required to reconnect his account under non-lifeline planas a reconnection fee and a minimum $10.00 in airtime needs to be purchased every 30 days in order tokeep his services active under non-lifeline plan. Mr. [redacted] meanwhile, acknowledged the assistanceprovided to him by the Nexus representative and considered the matter is resolved to his satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Mr. [redacted] may have experienced. Please contact us ifyou have any questions or need any additional information. Thank you.Sincerely,Jacob E[redacted]ReachOut Wireless™ Customer Compliance

Dear Sir or Madam:Since Ms. [redacted] contacted your organization and has provided specific information regarding her Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Ms. [redacted] has in fact released Nexus from any liability regarding Customer Proprietary...

Network Information ("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent her account with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in response to the complaint of Ms. [redacted]. Ms. [redacted] states that she purchased an airtime card of $10 from ReachOut Wireless and is facing an issue while using her ReachOut Wireless handset.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account. It was found that Ms. [redacted] purchased a handset from a ReachOut Wireless on November 13, 2014. The representative was able to see that Ms. [redacted] purchased $10 airtime card on March 03, 2015 and received 120 minutes that is left unutilized on her account. Furthermore the representative was also able to see that Ms. [redacted] contacted ReachOut Wireless on March 13, 2015 as her handset was malfunctioning and could not be reprogrammed. The representative was also able to see that some airtime had been deducted due to roaming charges. Ms. Joyce was able to confirm that she had used her handset outside of West Virginia and accepted the roaming charges.A Nexus representative promptly tried to contact Ms. [redacted] to discuss her case in greater detail. Unfortunately, the representative was unable to speak with Ms. [redacted]. The representative wanted to inform Ms. [redacted] that she will need to send her handset back to ReachOut Wireless for repair and ReachOut Wireless will provide her a replacement handset. The representative also wanted to inform Ms. [redacted] that the 120 of airtime that she has purchased remain unused on her ReachOut Wireless account. Nexus will continue to follow up with Ms. [redacted] until we assure the resolution is met to her satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and we sincerely regret the inconvenience that Ms. [redacted] may have experienced. Please contact us if you have any questions or need any additional information.Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

Reach Out Wireless called me and told me I had to send the broken phone back to them and I mailed it on 12/28/2015 -- tracking #9500 111 8915 5362 406766. They should have received it on 12/30/2015. They said they would send me a new phone. They said this one would work. This will be the 3rd phone if this one works. They are using old Verizon wireless phones. I wonder what is happening to the new phones the Federal Government is supplying them with. If I get a new phone I will let you know, but I won't hold my breath.

Dear Sir or Madam:Since Mr. [redacted] has contacted your organization and has provided specific information regarding his Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Mr. [redacted] has in fact released Nexus from any liability regarding Customer...

Proprietary Network Information ("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent his account with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in response to the complaint of Mr. [redacted]. Mr. [redacted] states that he has returned his defective handset to ReachOut Wireless and is now facing an issue in receiving a replacement handset from ReachOut Wireless.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. The representative was able to find that Mr. [redacted]’ lifeline services with ReachOut wireless were transferred to the non-lifeline plan on December, 21 2014 following an incomplete re-certification. The representative was able to see that Mr. [redacted] attempted to re-enroll with ReachOut wireless for lifeline services again on January 22, 2015. The representative also found that Mr. [redacted]’ handset was received back in ReachOut’s facility on March, 26 2015.A Nexus representative promptly attempted to contact Mr. [redacted] to discuss his case in detail. The representative was able to speak with Mr. [redacted] informing him, that his ReachOut wireless services have been disconnected due to no documents received from Mr. [redacted] to prove his eligibility for lifeline services. Therefore no replacement handset can be processed under an inactive account. The representative also informed Mr. [redacted] that ReachOut Wireless’ free handsets come with a policy of 14 days for refund if equipment was purchased and also a 30 days replacement policy. His handset is more than 30 days old. Nexus will continue to follow up with Mr. [redacted] to ensure the matter is resolved to his satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and we sincerely regret the inconvenience that Mr. [redacted] may have experienced. Please contact us if you have any questions or need any additional information.Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

Dear Sir or Madam:Since Ms[redacted] has contacted your organization and has provided specific information regardingher Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Ms.[redacted] has in fact released Nexus from any liability regarding Customer...

Proprietary NetworkInformation ("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limitedextent her account with your organization. If this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Ms[redacted]. Ms. [redacted] states that in the beginning of her lifeline services withReachOut Wireless any unused airtime rolled over towards the following month, however that is nolonger the case and any unused airtime is being depleted from Ms. Laursen’s lifeline account. Ms.[redacted] also indicates that she is receiving text messages and calls regarding her annual recertificationwhich she has already completed.Upon receipt of the complaint filed by Ms. Laursen, a Nexus representative investigated her account. Therepresentative was able to find that Ms. [redacted] enrolled with ReachOut Wireless on September 9, 2010under the monthly 250 non rollover lifeline minutes plan and continues to be on the same plan till date.The representative was able to see that ReachOut Wireless sent text messages to Ms. [redacted] as areminder to complete her annual recertification to avoid any interruption in her lifeline services and Ms.[redacted] successfully completed the annual re-certification on May 28, 2015.A Nexus representative promptly attempted to contact Ms. [redacted] to discuss her case in detail. Therepresentative was able to speak with Ms. [redacted] and informed her that she is on monthly 250 lifelineminutes plan, where unused minutes do not roll over. The representative also informed Ms. [redacted] thatshe has completed the annual re-certification and her lifeline services are active with ReachOut Wireless.Ms. [redacted] considered the matter is resolved to her satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Ms[redacted] may have experienced. Please contact us if youhave any questions or need any additional information.Thank you.Sincerely,ReachOut Wireless™ Customer Compliance

Dear Sir or Madam:Since Mr. [redacted] contacted your organization and has provided specific information regarding hisPrimary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Mr.[redacted] has in fact released Nexus from any liability regarding Customer Proprietary...

Network Information("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent hisaccount with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Mr. [redacted]. Mr. [redacted] seeks a refund for $49.95 that was paid towards amonthly Unlimited Talk & Text w/500MB data plan. Mr. [redacted] further states that his already availableminutes were depleted when his purchased Unlimited Talk & Text with 500MB data plan wasunsubscribed by ReachOut Wireless.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account.The Nexus representative found that Mr. [redacted] purchased airtime on December 11, 2015 and utilizedonly a portion of the purchased airtime until January 8, 2016. The Nexus representative was able to findthat Mr. [redacted] made a payment of $49.95 for a monthly unlimited talk & text with 500MB data plan onJanuary 8, 2016 and contacted ReachOut Wireless on the same day, stating that he was unable to accessthe internet on his handset. The Nexus Representative was able to see due to the handset incompatibility;ReachOut Wireless removed his monthly plan and processed a refund for $49.95 on January 8, 2016. TheNexus representative was further able to find that while unsubscribing Mr. [redacted]’ monthly unlimited talk& text with 500MB data plan his unused airtime were also removed by system error.A Nexus representative promptly tried to contact Mr. [redacted] to discuss his case in greater detail.The Nexus representative was able to speak with Mr. [redacted], who authorized his wife Ms[redacted]to discuss this case on his behalf. The Nexus representative informed Ms. [redacted] that ReachOutWireless has approved Mr. [redacted]’ refund request of $49.95 on January 12, 2016 and the amount will becredited back to his account in next 3-4 business days. The Nexus representative further informed Ms.[redacted] that ReachOut Wireless has restored unused all unused airtime to Mr. [redacted]’ ReachOut Wirelessaccount. Ms. [redacted] acknowledged the assistance and considered the matter resolved to Mr. [redacted]’satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Mr. [redacted] may have experienced. Please contact us if youhave any questions or need any additional information. Thank you.Sincerely,Jacob [redacted]ReachOut Wireless™ Customer Compliance

Mr. [redacted] called and left a voice mail with Revdex.com that he received a message on his phone that his minutes would expire tonight at midnight. He was asking for an explanation, but Revdex.com has no information regarding this.

In October 2009 I became a customer of Reach Out Wireless
believing that I was under a Government Assisted Program.  I have always been dissatisfied with the service
for many reasons. First, this company sold refurbished phones that didn’t last
over six months.  Also they would send it
through the mail and many times it didn’t make it to its destination. They
never had Representatives that spoke fluent English and I stayed with the company
because they had a very nice Unlimited Plan that I could afford.  I ported my original cellphone number to this
company and I had a problem with that also but this has been my biggest problem.
Each month I pay for the Unlimited Service Plan for $27.50.
On, March 18, 2016, I was told that my service was
interrupted because I applied for another phone company.  I was very shocked to hear that so the
Representative advised me to call U.S.A.C. to find out what happen.  U.S.A.C. did tell me that I had applied for
another line.  I told them I didn’t and
they said I must be fraud to call the company and disconnect service and call
my original phone company back for them to restore service.  I called the new company and found out they
had my name and the four digits of my Social but nothing else matched.  I instantly disconnected the service and
called Reach Out Wireless.  The
representative said there system wasn’t up and to call back.  I did just that until yesterday, the referred
me numbers to about 5 other companies.  I
asked who was over this company and they wouldn’t give me any information.
Today, I spoke to someone in their Compliance Dept.  and the man stated that I can port my number
out but I can’t be refunded or reconnected with their  company. 
That was a slap in the face being a loyal customer and never reported
the poor service they had given.  I am
disable and I use my phone for business purposes.  I have been without a phone for almost a week
and now I have to start over, sending my information and I don’t have access to
a copier to do this.  I just would like
this case not to be closed and for others to know that this company has taken
advantage of people that need and use this Government Assisted Program.   I lost
my money I gave to this company for a service that I’ve had over 5 years.   I told
the Compliance Rep. today, I was very disappointed in their customer
satisfaction.  I would like to know what
can be done.

Dear Sir or Madam:Since Ms. [redacted] contacted your organization and has provided specific information regarding herPrimary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting Ms. [redacted]has in fact released Nexus from any liability regarding Customer Proprietary Network...

Information("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent heraccount with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Ms. [redacted]. Ms. [redacted] seeks a refund of $27.50 that was paid towards amonthly unlimited talk and text plan as she cannot send and receive a picture messages.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account.The Nexus representative found that Ms. [redacted] purchased the unlimited talk and text plan for $27.50 onMarch 25, 2016, and the plan was applied to her ReachOut Wireless account the same day. The Nexusrepresentative was able to see that Ms. [redacted] contacted ReachOut Wireless on March 26, 2016 andstating that she was unable to send and receive picture messages where she was informed by a Nexusrepresentative that she needs to have a data plan in order for her to send and receive picture messages andwas advised that she can purchase unlimited talk and text plan along with the data in order for her to sendand receive picture messages. The Nexus representative was further able to see that Ms. [redacted] requestedto port out her ReachOut Wireless phone number on March 29, 2016 and was ported-out from ReachOutWireless on the same day.A Nexus representative promptly attempted to contact Ms. [redacted] to discuss her case in furtherdetail. The Nexus representative after many attempts was able to speak with Ms. [redacted], informing herthat the unlimited talk and text plan that she purchased does not include data in order to send and receivepicture messages. The Nexus representative further informed Ms. [redacted] that ReachOut Wireless will notbe able to refund $27.50 that was paid towards the unlimited talk and text plan as per standard companyprocedure and as per the Terms and Conditions set on ReachOut Wireless’ web portal stating that anyPlans (unlimited talk and text) or Additional Airtime Cards that have been purchased are non-refundable.Meanwhile, Nexus will continue to follow up this matter with Ms. [redacted] to ensure the matter is resolvedto her satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Ms. [redacted] have experienced. Please contact us if you haveany questions or need any additional information.Thank you.Sincerely,

Since Mr. [redacted] contacted your organization and has provided specific information regarding hisPrimary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting Mr. [redacted]has in fact released Nexus from any liability regarding Customer Proprietary Network Information("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent hisaccount with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Mr. [redacted]. Mr. [redacted] states that he has had issues in receiving a refund of hisReachOut Wireless purchased handset.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. TheNexus representative found that Mr. [redacted], who had purchased an upgrade handset from ReachOutWireless on July 8, 2015 that was marked as delivered to him on July 11, 2015. The Nexus representativewas able to see that Mr. [redacted] contacted ReachOut Wireless on July 14, 2015 reporting some issues withthe handset and returned it to ReachOut Wireless. The Nexus representative was able to find that afterreceiving Mr. [redacted]’s handset back, ReachOut Wireless initiated a refund request on September 22, 2015that was deferred due to some technical issues with PayPal before Mr. [redacted] contacted ReachOutWireless again on October 5, 2015 and sought a replacement handset instead of a refund.A Nexus representative promptly attempted to contact Mr. [redacted] to discuss his case in further detail. TheNexus representative after many failed attempts was unable to speak with Mr. [redacted] despite leaving himmultiple voice messages to return a call to have this matter further discussed. The Nexus representativewanted to inform Mr. [redacted] that ReachOut Wireless cancelled his refund request after he opted to get areplacement handset instead of a refund. The representative wanted to inform Mr. [redacted] that ReachOutWireless has processed another handset with same make, model and price and shipped to him via Fed-Exunder a tracking number as 74899992137120250522. The Nexus representative wanted to apologize toMr. [redacted] for any inconvenience caused to him and Nexus will continue to follow up with Mr. [redacted] toensure the matter is resolved to his satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Mr. [redacted] have experienced. Please contact us if you haveany questions or need any additional information.Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

Dear Sir or Madam:Since Ms. [redacted] has contacted your organization and has provided specific information regardingher Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Ms.[redacted] has in fact released Nexus from any liability regarding Customer...

Proprietary NetworkInformation ("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limitedextent her account with your organization. If this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Ms. [redacted]. Ms. [redacted] states that she is facing an issue in receiving a refundfor the handset that she had purchased from ReachOut Wireless on July 6, 2015.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated heraccount. The Nexus representative was able to see that Ms. [redacted] purchased an iPhone ($145.94including $5.95 shipping and handling fee) from ReachOut Wireless on July 6, 2015 and it was marked asdelivered to Ms. [redacted]’s address on July 11, 2015. The Nexus representative found that Ms. [redacted]returned her handset which was received at ReachOut Wireless on August 12, 2015.A Nexus representative promptly attempted to contact Ms. [redacted] to discuss her case in detail. TheNexus representative was unable to establish contact with Ms. [redacted] over the phone, who wanted toinform her that ReachOut Wireless has processed a refund of $139.99, less the 15% restocking fee as wellas the shipping fees. The Nexus representative also wanted to inform Ms. [redacted] that it will take 7 to 8working days to credit the refund in the amount of $119.00 to the account it was paid from. Meanwhile,Nexus will continue to follow up with Ms. [redacted] until we can assure that the matter is resolved to hersatisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Ms. [redacted] may have experienced. Please contact us if youhave any questions or need any additional information. Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

The issue was not resolved. The customer service representative at reach out wireless sent me a few links to other government assisted wireless companies where I could use the cell they sold me. I found out that I could not use the phone as it does not have sim card capabilities and MEID number was not compatible. I proceeded to call reach out wireless and talk to the person who was helping me at he yelled at me saying that there is nothing else he can do and he would not issue me a refund. I don't know what to do now. I need a phone for safety reasons as I am an elderly woman that lives alone. I can't afford another cell a I am on a fixed income. Please help me.

Dear Sir or Madam:Since Ms. [redacted] contacted your organization and has provided specific information regardingher Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Ms.[redacted] has in fact released Nexus from any liability regarding Customer Proprietary Network Information("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent heraccount with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Ms. [redacted]. Ms. [redacted] indicates that she is still unable to access the internetthrough her handset. Ms. [redacted] also states that she has requested a refund for the 30 day plan that waspurchased from ReachOut Wireless as she was unable to use the internet services.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated heraccount. The representative was able to see that Ms. [redacted] contacted ReachOut Wireless on May 11,2015 attempting to switch the lifeline services onto her own purchased handset and the services weresuccessfully switched on the same day, a test call was made from the handset and it was determined thatthe services had been successfully activated on Ms. [redacted]’s new handset. The representative was able tofind that Ms. [redacted] purchased the Unlimited Talk & Text with 500MB data plan on May 14, 2015 andMs. [redacted] contacted ReachOut Wireless the same day, stating that she was unable to access the interneton her handset.A Nexus representative promptly tried to contact Ms. [redacted] to discuss her case in greater detail.The representative was able to speak with Ms. [redacted] and informed her that the reason she is unable toaccess the internet on her handset is due to the existing configuration settings. The representative alsoinformed Ms. [redacted] that her account has been credited with a total amount $10.00 that can be usedtowards the purchase of any airtime cards along with any of the 30 day plans. Ms. [redacted] acknowledgedthe assistance and considered the matter resolved to her satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Ms. [redacted] may have experienced. Please contact us ifyou have any questions or need any additional information.Thank you.Sincerely,
[redacted]ReachOut Wireless™ Customer Compliance

Since Ms. [redacted] contacted your organization and has provided specific information regarding herPrimary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting Ms. [redacted]has in fact released Nexus from any liability regarding Customer Proprietary Network...

Information("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent heraccount with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Ms. [redacted]. Ms. [redacted] seeks to receive a refund of $27.50 for the monthlyunlimited talk and text plan that she purchased from ReachOut Wireless on March 11, 2016.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account.The Nexus representative found that Ms. [redacted] purchased the monthly plan (unlimited talk and text) onMarch 11, 2016, and the payment was applied to her ReachOut Wireless account the same day. TheNexus representative was able to see that ReachOut Wireless received a denial notification from NationalLifeline Accountably Database (NLAD) stating that Ms. [redacted] has authorized another carrier for use oflifeline services, which resulted in her lifeline services being disconnected from ReachOut Wireless onMarch 18, 2016, however, her unlimited talk and text plan was available from March 11, 2016 untilMarch 18, 2016 when Ms. [redacted] transferred her service.. The Nexus representative was able to find thatMs. [redacted] contacted ReachOut Wireless seeking to re-establish her lifeline services and a Nexus agentinformed Ms. [redacted] that ReachOut Wireless is unable to re-connect service and as a result, Ms. [redacted]sought a refund of $27.50 for which she paid for the monthly unlimited talk and text plan , which as perstandard company procedure is non-refundable as mentioned on ReachOut Wireless’ web portal;http://www.reachoutmobile.com under Terms and Conditions tab.A Nexus representative promptly attempted to contact Ms. [redacted] to discuss her case in furtherdetail. The Nexus representative after many attempts was able to speak with Ms. [redacted] informing herthat as per standard company procedure and as per Terms and Conditions set on ReachOut Wireless’ webportal it states that any Monthly Plan (unlimited talk and text) or any Additional Airtime Cards purchasedare non-refundable. The Nexus representative informed Ms. [redacted] that ReachOut received a denialnotification from National Lifeline Accountably Database (NLAD) stating that Ms. [redacted] has authorizedanother carrier for use of lifeline services, and that resulted in her lifeline services to be disconnectedfrom ReachOut Wireless. The Nexus representative further informed Ms. [redacted] that ReachOut Wireless is unable to provide service in her area; therefore, Ms. [redacted] was informed that she can contact with theother service provider in order to receive lifeline services. The Nexus representative has further informedMs. [redacted] that she will be able to port her ReachOut Wireless phone number to the other serviceprovider on or before April 17, 2016. Meanwhile, Nexus will continue to follow up this matter with Ms.[redacted] to ensure the matter is resolved to her satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Ms. [redacted] have experienced. Please contact us if you haveany questions or need any additional information.Thank you.Sincerely,Jacob E[redacted]ReachOut Wireless™ Customer Compli

Dear Sir or Madam:Since Mr. [redacted] has contacted your organization and has provided specific information regardinghis Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Mr.[redacted] has in fact released Nexus from any liability regarding Customer...

Proprietary NetworkInformation ("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limitedextent his account with your organization. If this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Mr. [redacted]. Mr. [redacted] indicates that he needs a refund for the two payments of$26.50 that he has made via Money Gram to ReachOut Wireless on July 9, 2015.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account.The Nexus representative was able to find that Mr. [redacted], whose Lifeline services were initiallyactivated with ReachOut Wireless on September 25, 2014 and had been transferred to the non-lifelineservices because NLAD (National Lifeline Accountability Database) notified ReachOut Wireless that Mr.[redacted] has transferred his lifeline services to another carrier on June 13, 2015. The Nexus representativewas able to see that Mr. [redacted] initially contacted ReachOut Wireless on July 9, 2015 and thereafter hemade a payment of $26.50. On the same day, Mr. [redacted] was advised to make another payment for$26.50 in order to continue with the Unlimited Talk and Text plan under non-lifeline services, where areconnection fee of $10.00 is to be paid up front and a minimum payment of $10.00 of airtime is to bemaintained every 30 days to keep services active with ReachOut Wireless.A Nexus representative promptly attempted to contact Mr. [redacted], to discuss his case in detail. TheNexus representative was able to speak with Mr. [redacted], informing him that two payments of$26.50 each, have been received by ReachOut Wireless on July 9, 2015 via Money Gram. The Nexusrepresentative advised Mr. [redacted] that his payment remained unapplied after his lifeline services weretransferred to the non-lifeline plan and his non-lifeline services were to be continued under a new accountthat was not generated before Mr. [redacted] sought a refund of the unapplied payments. The Nexusrepresentative confirmed Mr. [redacted]s’ address and informed him a refund for the amount $53.00 will beissued to him in the form a check that would be delivered to him at his new address within 10 to 15business days. Mr. [redacted] meanwhile acknowledged the assistance provided by the Nexusrepresentative and considered the matter is resolved to his satisfaction. Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Mr. [redacted] may have experienced. Please contact us if youhave any questions or need any additional information.Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

Reachout contacted me and told me they sent a phone but wasn't the right phone to send it back to them and they would send out my Iphone. I sent the phone back to them. They received it 9/8/2015. When I call to see if they have processed my phone for shipment, they tell me to wait 24 hours, that was Tuesday. I called again today 9/10/2015 and they tell me to wait another 3-4 days and call back! I was given a direct number to call when reachout contacted me after I filed the complaint and haven't been able to reach anyone on5that line or they hang up on me. Not satisfied and this matter is definitely not resolved!

Dear Sir or Madam:Since Ms. [redacted] contacted your organization and has provided specific information regarding herPrimary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is accepting that Ms.[redacted] has in fact released Nexus from any liability regarding Customer Proprietary...

Network Information("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent heraccount with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Ms. [redacted]. Ms. [redacted] indicates that she had a phone number ported toReachOut Wireless: however her number with the California Lifeline Administration has not beenupdated and caused her lifeline services to be disconnected by them.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account. TheNexus representative found that Ms. [redacted]’s lifeline service was initially activated with ReachOutWireless on April 11, 2014 and transferred to the non-lifeline plan due to a denial notification receivedfrom California Lifeline Administration on April 12, 2015. The Nexus representative was able to see thatMs. [redacted] contacted ReachOut Wireless on April 23, 2014 to port-in her number to ReachOut Wireless,her request was confirmed and her new number was updated on her ReachOut Wireless account on April25, 2014. The representative was also able to see that Ms. [redacted] contacted ReachOut Wireless again onJanuary 15, 2015 and requested to update her new number with California lifeline Administrator;however, due to technical difficulties, her new number (530-329-3415) was not updated with Californialifeline Administrator.A Nexus representative promptly attempted to contact Ms. [redacted], to discuss her case in detail.Unfortunately, after multiple attempts, the Nexus representative was unable to speak with Ms. [redacted].The Nexus representative wanted to inform Ms. [redacted] that she needs to send a current copy of hergovernment benefits in order to complete the re-enrollment for lifeline program. The Nexus representativealso wanted to inform Ms. [redacted] that her lifeline services under her preferred port-in number withunlimited talk and text will be restored after her application is approved by California lifelineAdministrator. Nexus will continue follow up with Ms. [redacted] until we can assure that the matter isresolve to her satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Ms. [redacted] may have experienced. Please contact us if youhave any questions or need any additional information. Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Complianc

1/27/2016For Nexus Communication. I would like for my phone to be turn on right away. It's been off for a year. Thank-you.[redacted]My ID number for Revdex.com for my complaint is ID [redacted]

Since Mr. [redacted] contacted your organization and has provided specific information regarding hisPrimary Basic Wireless service to you, Nexus Communications, Inc. ("Nexus") is accepting that Mr.[redacted] has in fact released Nexus from any liability regarding Customer Proprietary Network...

Information("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limited extent hisaccount with your organization. If this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Inc. d/b/a/ ReachOut Wireless ("Nexus") in responseto the complaint of Mr. [redacted]. Mr. [redacted] states that he is experiencing an issue in receiving theuser manual for his handset from ReachOut Wireless.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. Therepresentative was able to see that Mr. [redacted] contacted ReachOut Wireless multiple times in order to getthe user manual for his Motorola Q handset. The representative was also able to see that ReachOutWireless sent him a user manual first on April 20, 2015 then on April 23, 2015 and last on April 28, 2015.However Mr. [redacted] states that he has not received the manuals. The representative, however, completedMr. [redacted]'s request for the user manual and sent it via e-mail to the email address that Mr. [redacted]'s hasprovided on May 11, 2015.A Nexus representative promptly attempted to contact Mr. [redacted] in order to discuss his case in detail.The representative was able to speak with Mr. [redacted], informing him that ReachOut Wireless has sent himthe user manual for his Motorola Q handset on May 11, 2015 via email. Mr. [redacted] acknowledged theassistance and considered the matter resolved to his satisfaction.Nexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Mr. [redacted] may have experienced. Please contact us if youhave any questions or need any additional information.Thank you.Sincerely,[redacted]ReachOut Wireless Customer Compliance