Nexus Communications, Inc

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 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 faced an issue while switching the serviceson her ReachOut Wireless purchased handset.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account. TheNexus representative was able to find that Ms. [redacted] purchased an upgrade handset from ReachOutWireless on July 2, 2015 which was marked as delivered to Ms. [redacted] on July 10, 2015. The Nexusrepresentative was also able to see that Ms. [redacted] contacted ReachOut Wireless on July 10, 2015 and July11, 2015 with regard to switching the services onto the upgrade handset; however, the services were notactivated due to a transmission error and the call was dropped. The Nexus representative also found thatMs. [redacted] contacted ReachOut Wireless again on July 13, 2015 and services were switched successfullyonto her upgrade handset.A Nexus representative promptly tried to contact Ms. [redacted] to discuss her case in greater detail.Unfortunately, after multiple attempts the Nexus representative was unable to speak with Ms. [redacted]. TheNexus representative wanted to inform Ms. [redacted] that ReachOut Wireless has successfully switched theservices onto her purchased handset and they apologize for any inconvenience caused to her. Nexus willcontinue 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 if youhave any questions or need any additional information. Thank you.Sincerely,[redacted]ReachOut Wireless™ Customer Compliance

This is very typical of REACHOUT WIRELESS.  What phone number did they try to contact me at when my phone service was cut-off? They were not calling my message number. THEY NEVER TOLD ME WHY,MY SERVICE WAS DISCONNECTED. Each and every time, I would contact them via online chat, they would give me the same scripted answer when I would ask them why my service was terminated; NEVER WOULD I GET A STRAIGHT ANSWER TO THE QUESTION. A gentleman enrolled me in [redacted] Wireless, WITHOUT MY CONSENT. A FACEBOOK representative AND an online chat representative told me that I could not re-enroll in REACHOUT WIRELESS even though I canceled the [redacted] account. Yet they tell you, the Revdex.com, this brazen LIE, that they were going to let me re-enroll. After the FACEBOOK, and online chat reps, told me that I could not come back to REACHOUT, I have signed for phone service with another company. From the very beginning REACHOUT WIRELESS customer service has been piss poor. First, they would lose my application, then they sent me a broken phone, NOW they cut my service without ever really giving me a solid explanation, for I had to find out the reason for myself. CHECK YOUR RECORDS. THIS IS MY THIRD COMPLAINT CONCERNING REACHOUT WIRELESS. The response that they sent you are outright lies. Since I have enrolled in another phone service, YOU MAY CLOSE THIS CASE. However it is my duty to tell you that REACHOUT WIRELESS is a very troubled business. An Indian call center that really cannot relate with American customers.

I looked at the message received.  I did not transfer my Lifeline services to another company.  The representative stated  to me on August 13, 2015 that they no longer service our area and that the money I placed for minutes the day before was non refundable.It was also stated in the message that they had tried to contact me.  I don't see how they could have done this unless they contacted me at the phone number that was given to me by reach out wireless..  I hope no one will ever use these services.  It's not a good company.

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 his services were disconnected with ReachOutWireless and further states that he wants to get a refund of $10 he paid towards airtime minutes.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 December 21, 2009 and his lifeline services were disconnected on April 2, 2015 due to adenial notification received from the Universal Service Administrative Company (USAC) stating that Mr.[redacted] has two lifeline services at his household, upholding one lifeline per household regulation inaccordance with FCC guidelines. The Nexus representative was able to see that Mr. [redacted] contactedReachOut Wireless on April 7, 2015 and activated his services under Non-lifeline plan by making apayment of $10 and he was informed by a Nexus agent that he needs to make a minimum payment of$10 every month for the minutes and to keep his service active under Non-lifeline plan. The Nexusrepresentative was able to see that Mr. [redacted]’s services were disconnected September 3, 2015 due tonon-payment as he did not make a payment for more than three months. Mr. [redacted] re-established hisservices under Non-lifeline plan on September 3, 2015; his services were disconnected again onFebruary 8, 2016 due to non-payment. The last payment made was on October 21, 2015. The Nexusrepresentative was further able to find that Mr. [redacted] contacted ReachOut Wireless multiples times withregard to re-establish his services and he was informed by a Nexus agent that ReachOut Wireless wasunable to complete any activation due to the system being down.A Nexus representative promptly attempted to contact Mr. [redacted] to discuss his case in further detail. TheNexus representative was able to speak with Mr. [redacted] and informed him that his services weredisconnected on February 8, 2016 due to non-payment as he was to make a minimum payment of $10every 30 days for minutes and to keep his services active under Non-lifeline plan and he made the last payment on October 21, 2015. The Nexus representative further informed Mr. [redacted] that ReachOutWireless will not be able to refund the $10 that was paid towards the airtime minutes as per standardcompany procedure and as per Terms and Conditions set on ReachOut Wireless’ web portal states thatany Airtime Cards purchased are non-refundable. Meanwhile, Nexus will continue to follow up thismatter 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 wesincerely regret the inconvenience that Mr. [redacted] may have experienced. Please contact us if youhave any questions or need any additional information.Thank you.

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 her minutes were depleted without usingthem and seeks refund for the unused minutes.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated heraccount. The Nexus representative found that Ms. [redacted] purchased $30.00 airtime card from ReachOutWireless and received 500 minutes on July 28, 2015. The Nexus representative was able to calculate thetotal usage made by Ms. [redacted] on her handset. Ms. [redacted] made a total of eight (8) incoming calls thatconsumed thirty-six (36) minutes, thirteen (13) outgoing calls that consumed twenty-three (23) minutes,eighty-two (82) incoming texts and forty (40) outgoing texts that consumed one hundred twenty-two(122) minutes. The above stated minutes constitute a total of one hundred eighty-one(181) minutes, therest of the minutes that totals three hundred-nineteen (319) minutes have been recorded towards datausages from her ReachOut Wireless account.A Nexus representative promptly tried to contact Ms. [redacted] to discuss her case in greater detail.The Nexus representative was able to speak with Ms. [redacted] informing her that above mentioned usageaccounted for the complete 500 minutes being used on her ReachOut Wireless handset. ReachOutWireless would not able to process a refund for $30.00. The Nexus representative informed Ms. [redacted]that (319) minutes consumed towards internet can be checked by visiting on ReachOut Wireless webportal as well. Furthermore, the Nexus representative added one hundred-fifty (150) minutes to Ms.[redacted]’s account in good faith and advised her that she needs to be sure that her cellular data service isturned off on her handset in order to save unwanted depletion of minutes or she needs to purchase a dataplan before using internet services on her handset. Nexus Communications will continue to follow upwith this matter with Ms. [redacted] until we can confirm that 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 Complianc

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. ReachOut wireless did contact me by phone to resolve the issue and a new phone was sent to me by August 1st.  Thank you,

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] hasin 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 accountwith 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], who purchased the monthly unlimited talk and textplan for $27.50 on March 25, 2016, was applied to her ReachOut Wireless account the same day. TheNexus representative was able to see that Ms. [redacted] contacted ReachOut Wireless on March 26, 2016and stating that she was unable to send and receive picture messages where she was informed by aNexus representative that she needs to have a data plan in order for her to send and receive picturemessages and was advised that she can purchase monthly unlimited talk and text plan along with thedata in order for her to send and receive picture messages.A Nexus representative promptly attempted to contact Ms. [redacted] to discuss her case in detail. TheNexus representative after many attempts was able to speak with Ms. [redacted], and informed Ms. [redacted]that her refund of $27.50 has been initiated and will be processed soon, that will be sent through checkat her address where she confirmed over the phone. The Nexus representative further informed Ms.[redacted] that she will have the check amount of $27.50 delivered to her within the next 5 working days.Meanwhile, Ms. [redacted] acknowledged the assistance and considered the matter resolved to hersatisfaction.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,

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 is experiencing an issue inreceiving his replacement handset back from ReachOut Wireless.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated hisaccount. The Nexus representative was able to find that Mr. [redacted], who purchased a handset fromReachOut Wireless on June 24, 2015, contacted ReachOut Wireless on June 30, 2015 for the services tobe set up on his purchased handset. The Nexus representative was able to see that after multiple attempts,the ReachOut Wireless agent was unsuccessful setting up services onto the purchased handset, due tosome technical issues and advised Mr. [redacted] to have the handset returned to ReachOut Wireless at1374 Rankin Dr. Troy, MI 48083, before a replacement handset is shipped out to Mr. [redacted]. TheNexus representative was able to find that Mr. [redacted] has contacted ReachOut Wireless multiple timessince his handset was received back on July 13, 2015.A Nexus representative promptly attempted to contact Mr. [redacted] to discuss his case in detail.The Nexus representative was able to speak with Mr. [redacted], informing him that ReachOut Wirelessprocessed his replacement order, the same day his handset was received back on July 13, 2015. TheNexus representative advised Mr. [redacted] that a replacement handset has been shipped out to him viaFedEx under a tracking number: 620351095122 with an estimated delivery date as July 29, 2015. Mr.[redacted] meanwhile, acknowledged the assistance provided to him by the Nexus representative andconsidered 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. Tyron Jhonson 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] 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 paid a total $49.00 via money order toReachOut Wireless for an upgrade handset in February 2015, however he has not received the handsetand wants the refund for the payment.Upon receipt of the complaint filed by Mr. [redacted], a Nexus representative investigated his account. It wasfound that ReachOut Wireless received a money order form Mr. [redacted] of $49 on February 07, 2015 for anupgrade handset. The representative was able to see that ReachOut Wireless contacted Mr. [redacted] onMarch 19, 2015 to verify his address and handset model before an order could have been placed;however, the representative was unable to speak with Mr. [redacted] and this is the reason ReachOut Wirelessdid not place any replacement orders for him.A Nexus representative promptly tried to contact Mr. [redacted], to discuss his case in greater detail.Unfortunately, the representative was unable to speak with Mr. [redacted]. The representative wanted toinform Mr. [redacted] that ReachOut Wireless can process a refund of $49 through check; however, he needsto confirm his address before ReachOut Wireless processes his refund. The representative also wanted toinform Mr. [redacted] after verifying his address; he can also utilize money order payment for a replacementhandset instead of refund. Nexus will continue to follow up with Mr. [redacted] until we can assure that aresolution has been met 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

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 Mr. [redacted] purchased an upgrade handset from ReachOut Wireless on April 03, 2015 and the samewas marked as delivered on April 10, 2015. The representative was able to see that Mr. [redacted] contactedReachOut Wireless on April 13, 2015 with regards to the speaker issue with the handset and it wasdetermined by customer care that the handset was set on the lowest volume and was not a defectivehandset.A Nexus representative promptly tried to contact Mr. [redacted] to discuss his case in greater detail. Therepresentative was able to speak with Mr. [redacted] and tried to guide him through the volume of hishandset; however, Mr. [redacted] was not able to follow the instructions to complete the process on hishandset. The representative advised Mr. [redacted] that ReachOut Wireless would send him a user manual tofollow the instruction form, to be able to set the volume of his handset at right level. The representativealso informed Mr. [redacted] that if this volume issue persists even after it is been tried from the manual, hecan return this handset back to ReachOut Wireless, who upon repairing it, would send the handset back toMr. [redacted] within 7-10 business days. Nexus will continue to follow this matter up with Mr. [redacted] untilwe can 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

Please see attached response.   Thanks,JakeNCI

You told me to call to get a tracking number for Reachout Wireless and I did. thye told me they didn't ahve tracking number. 1-877-870-9444. They keep putting you on hold. You get 250 minutes and if you go over it is $5.00 a...

minutes. So after 45 minutes I had to hang up. I did not get a tracking number or a new phone and the one they gave me still isn't working. this matter is not closed.

Hello, I'm add ing to my complaint today 4/17/16 at 11:44 am I received a call from Baashir from Reachout Wireless who basically tried to convince me (44 minutes) that I made the mistake that by going to another company they had to cancel my services. Who admits "yes...

they had given me the wrong information because now we know it may be May June or we don't know because they have not told us". CONFUSING yes he tried to confused me however I stated I would be notifying the Revdex.com about this conversation Mr Baaashir said ANGRILY "yes I will tell them also you don't understand anything ". However I do understand that they denied to inform me properly about the services being no longer in my area and as you can see they are VERY confusing about the date of the end of services in the Ohio area. He was very disrespectful and insist that I won't get my money back because I changed provider ( which they said I needed to do ASAP ).After they took my money. Now he states they didn't talk to me when I did my payment over the phone BUT they did talk to me the week earlier stating the text I received was inaccurate about them no longer providing services in my area. But on April 15 they confirmed it was true via chat because I had received another text from Safe link Wireless about ReachOut they no longer providing services in this area and ReachOut said yes I need to change ASAP. Which I did what they said. Not only did I do that I talked to them via chat and phone they confirmed my plan would be safe with the phone I purchased also from Reachout Wireless. This Baashir man calling me and just breathing on the other end now is not only ridiculous it's creepy. Please help me because this is starting to scare me. Sent from my iPhone

OK, again, no one has tried to contact me. This is a lie. Now is a good time to let me know why I was cut off, for when I was seeking a straight answer from your Indian customer servants as to why I was cut off, I could never get one. I have moved on. Please leave me alone. You need to teach your Indian customer service, HOW TO THINK, and not only to answer a script.

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 her airtime was removed and services cutoff by ReachOut Wireless.Upon receipt of the complaint filed by Ms. [redacted], a Nexus representative investigated her account. TheNexus representative found that Ms. [redacted], made a payment of $26.50 via IVR (Interactive VoiceResponse) on December 24, 2015 to activate her usual monthly (1200 Talk & 2000 Text) plan; however,the monthly plan was not put into effect instantly and was deferred by three days until her existingmonthly plan was due to expire on December, 27, 2015. The Nexus representative was able to see thatMs. [redacted], sought a refund for the amount of $26.50 same day on December 24, 2015 to a ReachOutWireless agent, who processed the refund request for this amount and was underway to her on January 6,2016. The Nexus representative was able to find that Ms. [redacted]’s ReachOut Wireless account was appliedwith allotted 250 non-rollover lifeline minutes soon after her monthly (1200 Talk & 2000 Text) planexpired on December 27, 2015. The Nexus representative was able to determine that Ms. [redacted] used allthe 250 non-rollover lifeline minutes allotted to her on December 27, 2015 before another set of allotted250 lifeline minutes were added to her account on the monthly due date of January 2, 2016.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 hermonthly (1200 Talk & 2000 Text) plan was removed soon after her refund request was raised and wasprocessed on January 6, 2016. The Nexus representative advised Ms. [redacted] that, of the 250 non-rolloverminutes added to her account on December 27, 2015, zero remained. The Nexus representative alsoexplained to Ms. [redacted] that the 250 Non-rollover minutes added to her account for the month of Januaryon January 2, 2016 were all used up as well. The Nexus representative assured Ms. [redacted] that all theminutes on her account are accounted for and there is not a single minute that has been depleted from heraccount by ReachOut Wireless. The Nexus representative further advised Ms. [redacted] that she may goonline to our website at http://www.reachoutwireless.com and may access her call records for hersatisfaction. Meanwhile, Nexus will continue to follow this matter up with Ms. [redacted] to ensure the matteris 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,Jacob E[redacted]ReachOut Wireless™ Customer Compliance