Nexus Communications, Inc

In regards to Ms. [redacted] complaint and rejection of settlement, Ms. [redacted] reported her phone stolen a day after she purchased her minutes. Ms. [redacted] then was disconnected by the LL Admin because Ms. [redacted] authorized another LL company to give her a free phone and service, so by Law the disconnects her line with Reachout Wireless. Now, Ms. [redacted] wishes to receive a partial refund on a disconnected line, that was disconnected by Ms. [redacted] actions of choosing to go with another LL Company. Reachout Wireless also told Ms. [redacted] of the non-refundable policy that is in affect for all Airtime purchases.   Thanks,

Close my file. I received a used cellphone from Nexus. Thank you.

Dear Sir or Madam:Since Ms. [redacted] has contacted your organization and has provided specific informationregarding her Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is acceptingthat 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] indicates that she sent her upgrade handset forrepair to ReachOut wireless; however, the handset has not been returned to her.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account.The Nexus representative was able to find that Ms. [redacted] purchased an upgrade handset fromReachOut Wireless on May 20, 2015 which was marked as delivered to Ms. [redacted]’ address on May26, 2015. The Nexus representative was also able to see that Ms. [redacted] contacted ReachOut Wirelesson July 1, 2015, reporting that her handset is malfunctioning, Ms. [redacted] was advised to return herhandset for repair to ReachOut and her handset was received at ReachOut Wireless facility on July 13,2015. The Nexus representative was also able to see that ReachOut Wireless shipped out a replacementhandset on July 27, 2015 via FedEx with the estimated delivery date as August 1, 2015.A Nexus representative promptly tried to contact Ms. [redacted] to discuss her case in greater detail. TheNexus representative was able to speak with Ms. [redacted] informing her that ReachOut has shipped out areplacement handset via FedEx with the estimated delivery date of August 1, 2015. The Nexusrepresentative also informed Ms. [redacted] that ReachOut Wireless has accepted the compensationrequest and minutes have been added to her account towards the cost that Ms. [redacted] incurred whilereturning her handset to ReachOut Wireless. Nexus will continue to follow 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] may have experienced. Please contact us ifyou have any questions or need any additional information. Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

Dear Sir or Madam:Since Mr. [redacted] has contacted your organization and has provided specific informationregarding his Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is acceptingthat 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 to cancel his lifeline serviceswith ReachOut Wireless and also states that the amount of $175.00 that appear as a past due on hisReachOut Wireless account is to be removed.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. TheNexus representative found that Mr. [redacted], whose lifeline services were initially activated withReachOut Wireless on October 18, 2011, contacted ReachOut Wireless on July 24, 2015 with regard toservice disconnection; however, his request was not processed as the ReachOut Wireless representativewas unable to authenticate his account before his call was dropped. The Nexus representative was alsoable to see that there is a past due balance of $175.75 reflecting on Mr. [redacted]’s account due to a systemerror.A Nexus representative promptly tried to contact Mr. [redacted] to discuss his case in greater detail. TheNexus representative was able to speak with Mr. [redacted] informing him that the amount due of $175.75 onhis ReachOut Wireless account erupted due to a system error and it has now been cleared. The Nexusrepresentative also informed Mr. [redacted] his account with ReachOut Wireless has been disconnectedfollowing Mr. [redacted] requested that he wants to disconnect his ReachOut Wireless services. Mr. [redacted]acknowledged the assistance and considered the matter resolved to his satisfaction.Nexus strives to provide high-quality, reliable wireless service along with excellent customer service, andwe sincerely regret the inconvenience that Mr. [redacted] may have experienced. Please contact usif you have any questions or need any additional information. Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

If I need further assistance and I respond within 10 business days in writing does that mean a hand written letter or can it be email?

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 purchased minutes for $5.00 onAugust 12, 2015 and never received the minutes on her ReachOut Wireless account. Ms. [redacted] furtherstates that she wants, either minutes added to her account, or a refund for the $5.00 airtime purchase.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account. TheNexus representative found that Ms. [redacted]’ lifeline services were initially activated with ReachOutWireless under a monthly 250 minutes plan on October 20, 2009 and her lifeline services were transferredto the non-lifeline plan on August 13, 2015 due to a service denial notification received from NLAD(National Lifeline Accountability Database) stating Ms. [redacted] has transferred her lifeline services toanother carrier. The Nexus representative was able to see that a payment of $5.00 has been received onMs. [redacted]’ ReachOut Wireless account on August 12, 2015.A Nexus representative promptly attempted to contact Ms. [redacted] to discuss her case in further detail.Unfortunately, after several attempts the Nexus representative was unable to speak with Ms. [redacted]. TheNexus representative wanted to inform Ms. [redacted] that ReachOut Wireless upon receipt of a denialnotification from NLAD on August 13, 2015, disconnected her ReachOut Wireless services, upholdingone lifeline per household regulation in accordance with FCC guideline, as one household can have onlyone lifeline at a time. The Nexus representative wanted to advise Ms. [redacted] that the payment of $5.00that was been received on her ReachOut Wireless account on August 12, 2015 will be refunded to thecard she has paid it from within the next 3 to 5 business days, Nexus will continue to follow up 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] may have experienced. Please contact us if youhave any questions or need any additional information.Thank you.Sincerely,ReachOut Wireless™ Customer Compliance

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 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 her services were interrupted just fourdays after she made a payment of $10.00 in August.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated heraccount. The Nexus representative found that Ms. [redacted]’s lifeline services were transferred to the nonlifelineplan due to a denial notification received from NLAD (National Lifeline Accountably Database)on March 20, 2015 and before her services were disconnected she had an accumulated (2170) minutes inher ReachOut Wireless account. The Nexus representative was able to see that Ms. [redacted] agreed tocontinue with ReachOut Wireless under non-lifeline plan and ReachOut Wireless restored heraccumulated (2170) minutes on her non-lifeline account on May 5, 2015. The Nexus representative wasalso able to see that Ms. [redacted] has utilized all those accumulated minutes as of July 24, 2015. Ms.[redacted] mad a total of one hundred thirty-eight (138) incoming calls that consumed four hundred twentyseven(427) minutes, three hundred seventy-three (373) outgoing calls that consumed eight hundredthirty-three (833) minutes, four hundred twenty-nine (429) outgoing texts and four hundred seventy-seven(477) incoming texts, the usage recorded constitutes a total of (2166) minutes been used by Ms. [redacted].The Nexus representative further found that Ms. [redacted] purchased $10.00 airtime on August 5, 2015 andreceived (120) minutes and used them all as of August 8, 2015 by making a total of four (4) incomingcalls that consumed nine (9) minutes, twenty-six (26) outgoing calls consuming hundred-three (103)minutes, five (5) incoming texts and three (3) outgoing texts, consumed eight (8) minutes, totalingcomplete one hundred twenty (120) minutes being utilized from her account. A Nexus representative promptly tried to contact Ms. [redacted] to discuss her case in greaterdetail. Unfortunately, after multiple attempts the Nexus representative was unable to speak with Ms.[redacted]. The Nexus representative wanted to inform Ms. [redacted] that she has utilized all the accumulatedminutes as of July 24, 2015 and the purchased minutes which were added to her ReachOut Wirelessaccount on August 5, 2015 have been completely utilized as well. The Nexus representative also wantedto inform Ms. [redacted] that a minimum payment of $10.00 is to be maintained every 30 days in order tokeep her service active under non-lifeline plan. Nexus will continue to follow up with Ms. [redacted] untilwe 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] may have experienced. Please contact us ifyou have any questions or need any additional information.Thank you.

Since Ms. [redacted] contacted your organization and has provided specific information regardingher Primary 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] states that she is facing an issue in receiving a refundfor the Airtime that she purchased with ReachOut Wireless on November 2, 2015.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated heraccount. The Nexus representative found that Ms. [redacted] purchased an Airtime Card of $10.00 onNovember 2, 2015, and the airtime was applied to her ReachOut Wireless account the same day. TheNexus representative was able to see that the purchased Airtime Card of $10.00 had been in use up untilMs. [redacted] contacted ReachOut Wireless on November 3, 2015 where Ms. [redacted] reported her handset hadbeen stolen and had her services temporarily suspended. The Nexus representative was able to find thatMs. [redacted] contacted ReachOut Wireless again on November 4, 2015, and had her lifeline servicescompletely disconnected and sought a refund for the Airtime card which was already loaded and had beenused prior to her contact to ReachOut Wireless. The Nexus representative was further able to notice thatReachOut Wireless has received a notification on November 7, 2015 stating that Ms. [redacted] has authorizedanother service provider to provide Ms. [redacted] with lifeline services with their organization.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 that herAirtime Card had already been loaded and used by her account prior to her call on November 3, 2015.The Nexus representative advised Ms. [redacted] that as per standard company procedure and as per Termsand Conditions, airtime cards are non-refundable especially when they had already been loaded and usedon the account. The Nexus representative offered Ms. [redacted] reenrollment for lifeline services along witha replacement handset to be able to use the remainder Airtime; however, Ms. [redacted] declined the offerconfirming that she gets lifeline services from another service provider. Meanwhile, Nexus will continueto 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 youhave any questions or need any additional information.Thank you.Sincerely,

Consumer left a message on Revdex.com voice mail that she was charged for minutes that were supposed to be free. She said she was told everything she asked for would be free and did not realize she would be losing 250 minutes by "pushing a button." She would like the minutes back, but customer service refused and she said they were nasty to her.

The customer is able to receive a Free phone from all of the other Lifeline providers, therefore there is no need for Reachout Wireless to send Ms. [redacted] another device.    Thanks,JakeNCI

See attached complaint response. Thanks,JakeNCI

Dear Sir or Madam:Since Mr. [redacted] contacted your organization and has provided specific informationregarding his Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is acceptingthat 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 was unable to use themonthly plan of $26.50 for a complete 30 days.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account.The Nexus representative found that Mr. [redacted]’ lifeline services were initially activated withReachOut Wireless on October 20, 2011 and were transferred to non-lifeline plan on July 16, 2015 due toa denial notification received from NLAD (National Lifeline Accountability Database) stating that Mr.[redacted] has authorized another carrier for lifeline services. The Nexus representative was able to seethat Mr. [redacted] purchased monthly (1200 talk and 2000 text) plan for $26.50 on June 24, 2015;however, due to his lifeline plan that was transferred to non-lifeline plan, Mr. [redacted]’ monthly planwas removed halfway through on July 16, 2015 with the remaining (637 talk and 1044 text) minutesbeing depleted from his ReachOut Wireless account.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] informing him that due to a denialnotification received from NLAD, his lifeline services were transferred to non-lifeline plan. The Nexusrepresentative also informed Mr. [redacted] that ReachOut Wireless has received all of his requireddocuments and his lifeline services have been reinstated with ReachOut Wireless. The Nexusrepresentative also informed Mr. [redacted] that ReachOut Wireless has restored (637 talk and 1044 text)unused minutes with 10 days of validity in his account. Mr. [redacted] 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 Ms. [redacted] may have experienced. Please contact usif you have any questions or need any additional information. Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

Dear Sir or Madam:Since Mr. [redacted] contacted your organization and has provided specific informationregarding her Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is acceptingthat Mr. [redacted] 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 is facing an issues in reestablishinghis lifeline services with ReachOut Wireless.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. Itwas found that Mr. [redacted]’s lifeline services were initially activated with ReachOut Wireless on July24, 2014 and his services were transferred to the non-lifeline plan due to a denial notification receivedfrom NLAD (National Lifeline Accountably Database) on June 4, 2015 due to Mr. [redacted] transferringhis lifeline services to another carrier.A Nexus representative promptly attempted to contact Mr. [redacted], to discuss his case in detail. Therepresentative after many failed attempts was unable to speak with Mr. [redacted]. The representativewanted to inform Mr. [redacted] that ReachOut Wireless received a notification from NLAD stating thathe attempted to apply for lifeline services through another service provider and had his servicesdisconnected from ReachOut Wireless. The representative wanted to inform Mr. [redacted] thatReachOut Wireless can re-enroll him for lifeline services provided he completely de-enrolls himself fromthe other carrier and may contact ReachOut Wireless to complete his re-enrollment process. Nexus willcontinue follow up with Mr. [redacted] until we can assure that the matter is resolve 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 youhave any questions or need any additional information.Thank you.Sincerely,Nadia LopezReachOut 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] indicates that she is facing issues in re-establishing her lifeline service on her ReachOut Wireless’ account. Ms. [redacted] also indicated that her accumulated minutes were also depleted from her account.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account. It was found that Ms. [redacted]’s lifeline service was initially activated with ReachOut Wireless on July 01, 2011 and transferred to the non-lifeline plan due to a denial notification received from NLAD (National Lifeline Accountably Database) on March 20, 2015 per NLAD, Ms. [redacted] authorized another carrier for lifeline service on her address. The representative was able to see that Ms. [redacted] has accumulated (2170) minute on her account before she authorized the transfer of her lifeline services to another service provider and had her services disconnected from ReachOut wireless.A Nexus representative promptly attempted to contact Ms. [redacted], to discuss her case in detail. The representative was able to speak with Ms. [redacted], informing her that ReachOut Wireless received a notification from NLAD stating that Ms. [redacted] had recently enrolled for Lifeline program with a Lifeline provider other than ReachOut Wireless and cannot transfer her lifeline services back to Reachout Wireless until after May 18, 2015 as that is the date that was provided by NLAD.. The representative also informed Ms. [redacted] that she can continue with ReachOut Wireless non-lifeline plan, with a minimum of airtime purchase of $10 every 30 days. Furthermore, the representative informed Ms. [redacted] that her accumulated minutes would be restored after initial payment of $10 worth airtime is added to the account. Nexus will continue follow up with Ms. [redacted] until we can assure that the matter is resolve to her 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 Mr. [redacted] contacted your organization and has provided specific informationregarding her Primary Basic Wireless service to you, Nexus Communications, Inc. (“Nexus”) is acceptingthat Mr. [redacted] 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 has already applied withanother carrier; however, he wants to know the reason why his services were disconnected from ReachoutWireless.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. Itwas found that Mr. [redacted]’s lifeline services were initially activated with ReachOut Wireless on July24, 2014 and his services were transferred to the non-lifeline plan due to the denial notification receivedfrom NLAD (National Lifeline Accountability Database) on June 4, 2015 due to Mr. [redacted]transferring his lifeline services to another carrier.A Nexus representative promptly attempted to contact Mr. [redacted], to discuss his case in detail. TheNexus representative was unable to speak with Mr. [redacted], who wanted to inform Mr. [redacted] thatReachOut Wireless received a notification from NLAD stating that he attempted to apply for lifelineservices through another service provider and had his services disconnected by Reachout Wireless,upholding one lifeline per household regulation. The Nexus representative wanted to inform Mr.[redacted] that having two lifeline services is in violation to the FCC guideline, as one household canhave only one lifeline at a time. Nexus will continue to follow up with Mr. [redacted] until we can assurethat he is completely satisfied with the results.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 youhave any questions or need any additional information. Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

What an irresponsible and dismissive response. If I knew this phone would only be functional for a few months I would not have made the purchase of this temporary phone. it is apparent that reach out wireless could care less about their customers concerns. I paid for an I phone 4 and that is exactly what I want replaced or refunded in currency. This company's disregard for their customers is unacceptable and This whole experience with reach out wireless has been extremely stressful. I spent two hours on Saturday trying to transfer my account to other wireless companies where reach out said  I would be able to transfer my phone, only to find out that was not the case as my phone is not compatible with any other company but reach out  wireless. I want a refund, period. I bought this phone with the intention of being able to use it for years not months. The sale of this phone is deceitful and illegal. Reach out should be held responsible for this illegal transaction. This has caused me so much stress I am thinking about seeking legal advice in this matter. I want a refund for the phone plain and simple. Please help.

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] states that her lifeline services were disconnected fromReachOut Wireless without any prior notification and is facing an issue in re-establishing her lifelineservices with ReachOut Wireless.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account. TheNexus Representative found that Ms. [redacted]’ lifeline services were initially activated with ReachOutWireless on October 12, 2011 and remained on Lifeline until Ms. [redacted] was disconnected on June 19,2015 due to a denial notification received from NLAD (National Lifeline Accountability Database) as herlast four digits of social security number were mismatched on her ReachOut Wireless account and Ms.[redacted] has not submitted a copy of her government benefit proof or a copy of her identity proof.A Nexus representative promptly tried to contact Ms. [redacted] to discuss her case in greater detail. Aftermultiple attempts the representative was able to speak with Ms. [redacted]. The Nexus representative advisedMs. [redacted] to send a copy of her government benefit proof and a copy of her identity proof in order to reenrollher. Ms. [redacted] agreed to send it and said, once the documents are sent; she will follow up tocomplete the re-enrollment application. The Nexus representative contacted Ms. [redacted] multiple times onthe status of her documents; Ms [redacted] said that she will send the documents at a later time. Nexus willcontinue to follow up 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] may have experienced. Please contact us if youhave any questions or need any additional information. Thank you.Sincerely,Jacob E[redacted]ReachOut Wireless™ Customer ComplianceI

they still did not fix or resolve my issue. They still did not actively  listen on the call when I was telling them what I saw on the screen they kept ignoring and still did not want to refund or alternate the service plan.

I contacted the company via website chat and was told that my refund was posted on 1/6/2015 when in fact it was supposed to be posted before that.The company also removed my airtime that was already on my phone and cut off my service on 12/26/2016 and they did not credit the 30 minutes they said they would give me.I told them that I do not agree with their terms.Those terms were to keep my refund and post it in the month of February makes no sense at all because I am the one is is paying for it.That' not a deal.I also find it very difficult communicating because the customer service representatives do not speak proper English.I ask the company if they would let me speak to someone else so I could understand better.I also find it strange that every time I do contact support I get the same representative each time.Maybe this is just a coincidence.I will attach the chat transcripts as further proof of their dishonesty and bad business practices.Please take note of the highlighted areas as well as the discrepancies with the dates in question.I will like to also add my marriage has nothing to do with this complaint.I have never heard of having to submit proof of a marriage to show I changed my last name.It is absolutely absurd.I reported my name change to the company.If this is their policy I have no problem with compliance.However I would like to see some proof.

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] indicates that he is experiencing an issue with anupgrade handset that he purchased from ReachOut Wireless.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. It wasfound that Mr. [redacted] purchased an upgrade handset from ReachOut Wireless on April 03, 2015 and thesame was marked as delivered on April 10, 2015. The representative was able to see that Mr. [redacted]contacted ReachOut Wireless on April 13, 2015 and stated that he is unable to hear the ringer on hishandset.A Nexus representative promptly tried to contact Mr. [redacted] to discuss his case in greater detail. TheRepresentative was able to speak with Mr. [redacted], assisting him to remove the silent mode and put thehandset on ringer mode. The representative requested an email address from Mr. [redacted] in an attempt tosend him the user manual for his handset, Mr. [redacted] stated that he will return the call to therepresentative in order to provide him with an email address for the manual. The representative alsoinformed Mr. [redacted] that if this volume issue persist even after it is been tried from the manual, he canreturn this handset back to ReachOut Wireless, who upon repairing it, would send the handset back to Mr.[redacted] in next 7-10 business days. Nexus will continue to follow this matter up with Mr. [redacted] until wecan assure that 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,ReachOut Wireless™ Customer Compliance