Nexus Communications

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 organizationIf this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Incd/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, which was marked as delivered to Ms [redacted] ’ address on May26, 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,The Nexus representative was also able to see that ReachOut Wireless shipped out a replacementhandset on July 27, 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 detailTheNexus 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, 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 WirelessNexus 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 experiencedPlease contact us ifyou have any questions or need any additional informationThank 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 organizationIf this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Incd/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 $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 accountTheNexus representative found that Mr [redacted] , whose lifeline services were initially activated withReachOut Wireless on October 18, 2011, contacted ReachOut Wireless on July 24, with regard toservice disconnection; however, his request was not processed as the ReachOut Wireless representativewas unable to authenticate his account before his call was droppedThe Nexus representative was alsoable to see that there is a past due balance of $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 detailTheNexus representative was able to speak with Mr [redacted] informing him that the amount due of $onhis ReachOut Wireless account erupted due to a system error and it has now been clearedThe Nexusrepresentative also informed Mr [redacted] his account with ReachOut Wireless has been disconnectedfollowing Mr [redacted] requested that he wants to disconnect his ReachOut Wireless servicesMr [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 experiencedPlease contact usif you have any questions or need any additional informationThank you.Sincerely, [redacted] ***ReachOut Wireless™ Customer Compliance

What an irresponsible and dismissive responseIf I knew this phone would only be functional for a few months I would not have made the purchase of this temporary phoneit is apparent that reach out wireless could care less about their customers concernsI paid for an I phone and that is exactly what I want replaced or refunded in currencyThis company's disregard for their customers is unacceptable and This whole experience with reach out wireless has been extremely stressfulI 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 wirelessI want a refund, periodI bought this phone with the intention of being able to use it for years not monthsThe sale of this phone is deceitful and illegalReach out should be held responsible for this illegal transactionThis has caused me so much stress I am thinking about seeking legal advice in this matterI want a refund for the phone plain and simplePlease help

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***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 organizationIf this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Incd/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***, a Nexus representative investigated her accountTheNexus representative found that Ms***, made a payment of $via IVR (Interactive VoiceResponse) on December 24, to activate her usual monthly (Talk & 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, The Nexus representative was able to see thatMs***, sought a refund for the amount of $same day on December 24, to a ReachOutWireless agent, who processed the refund request for this amount and was underway to her on January 6,The Nexus representative was able to find that Ms***’s ReachOut Wireless account was appliedwith allotted non-rollover lifeline minutes soon after her monthly (Talk & Text) planexpired on December 27, The Nexus representative was able to determine that Ms [redacted] used allthe non-rollover lifeline minutes allotted to her on December 27, before another set of allottedlifeline 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 furtherdetailThe Nexus representative after many attempts was able to speak with Ms***, informing that hermonthly (Talk & Text) plan was removed soon after her refund request was raised and wasprocessed on January 6, The Nexus representative advised Ms [redacted] that, of the non-rolloverminutes added to her account on December 27, 2015, zero remainedThe Nexus representative alsoexplained to Ms [redacted] that the Non-rollover minutes added to her account for the month of Januaryon January 2, were all used up as wellThe 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 WirelessThe 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 hersatisfactionMeanwhile, 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 experiencedPlease contact us if youhave any questions or need any additional information.Thank you.Sincerely,Jacob E***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 organizationIf this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Incd/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 MsLaursen’s lifeline accountMs[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 MsLaursen, a Nexus representative investigated her accountTherepresentative was able to find that Ms [redacted] enrolled with ReachOut Wireless on September 9, 2010under the monthly 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 detailTherepresentative was able to speak with Ms [redacted] and informed her that she is on monthly lifelineminutes plan, where unused minutes do not roll overThe 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 experiencedPlease 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 organizationIf this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Incd/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 accountIt wasfound Mr [redacted] purchased an upgrade handset from ReachOut Wireless on April 03, and the samewas marked as delivered on April 10, The representative was able to see that Mr [redacted] contactedReachOut Wireless on April 13, 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 detailTherepresentative 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 hishandsetThe 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 levelThe 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-business daysNexus 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 experiencedPlease 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 organizationIf this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Incd/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 $in August.Upon receipt of the complaint filed by Ms [redacted] , a Nexus representative investigated heraccountThe 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, and before her services were disconnected she had an accumulated (2170) minutes inher ReachOut Wireless accountThe 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, The Nexus representative wasalso able to see that Ms [redacted] has utilized all those accumulated minutes as of July 24, 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 $airtime on August 5, andreceived (120) minutes and used them all as of August 8, 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 accountA Nexus representative promptly tried to contact Ms [redacted] to discuss her case in greaterdetailUnfortunately, 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, and the purchased minutes which were added to her ReachOut Wirelessaccount on August 5, have been completely utilized as wellThe Nexus representative also wantedto inform Ms [redacted] that a minimum payment of $is to be maintained every days in order tokeep her service active under non-lifeline planNexus 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 experiencedPlease contact us ifyou have 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 organizationIf this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Incd/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***, a Nexus representative investigated her accountTheNexus Representative found that Ms***’ lifeline services were initially activated with ReachOutWireless on October 12, and remained on Lifeline until Ms [redacted] was disconnected on June 19,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 detailAftermultiple attempts the representative was able to speak with Ms***The Nexus representative advisedMs [redacted] to send a copy of her government benefit proof and a copy of her identity proof in order to reenrollherMs [redacted] agreed to send it and said, once the documents are sent; she will follow up tocomplete the re-enrollment applicationThe Nexus representative contacted Ms [redacted] multiple times onthe status of her documents; Ms [redacted] said that she will send the documents at a later timeNexus 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 experiencedPlease contact us if youhave any questions or need any additional informationThank you.Sincerely,Jacob E***ReachOut Wireless™ Customer ComplianceI

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 organizationIf this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Incd/b/a/ ReachOut Wireless (“Nexus”) in response to the complaint of Ms [redacted] ***Ms [redacted] states that she purchased an airtime card of $from ReachOut Wireless and is facing an issue while using her ReachOut Wireless handset.Upon receipt of the complaint filed by Ms***, a Nexus representative investigated her accountIt was found that Ms [redacted] purchased a handset from a ReachOut Wireless on November 13, The representative was able to see that Ms [redacted] purchased $airtime card on March 03, and received minutes that is left unutilized on her accountFurthermore the representative was also able to see that Ms [redacted] contacted ReachOut Wireless on March 13, as her handset was malfunctioning and could not be reprogrammedThe representative was also able to see that some airtime had been deducted due to roaming chargesMsJoyce 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 detailUnfortunately, the representative was unable to speak with Ms***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 handsetThe representative also wanted to inform Ms [redacted] that the of airtime that she has purchased remain unused on her ReachOut Wireless accountNexus 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 experiencedPlease contact us if you have any questions or need any additional information.Thank you.Sincerely, [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 midnightHe was asking for an explanation, but Revdex.com has no information regarding this

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

In October 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 reasonsFirst, 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 destinationThey 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 $ 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.Cto find out what happen U.S.A.Cdid 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 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 years I told the Compliance Reptoday, I was very disappointed in their customer satisfaction I would like to know what can be done

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 organizationIf this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Incd/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***, a Nexus representative investigated his accountTherepresentative was able to see that Mr [redacted] contacted ReachOut Wireless multiple times in order to getthe user manual for his Motorola Q handsetThe representative was also able to see that ReachOutWireless sent him a user manual first on April 20, then on April 23, and last on April 28, 2015.However Mr [redacted] states that he has not received the manualsThe representative, however, completedMr***'s request for the user manual and sent it via e-mail to the email address that Mr***'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***, informing him that ReachOut Wireless has sent himthe user manual for his Motorola Q handset on May 11, via emailMr [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 experiencedPlease 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] 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 organizationIf this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Incd/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$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, 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, The Nexus representativewas able to see that Mr [redacted] initially contacted ReachOut Wireless on July 9, and thereafter hemade a payment of $On the same day, Mr [redacted] was advised to make another payment for$in order to continue with the Unlimited Talk and Text plan under non-lifeline services, where areconnection fee of $is to be paid up front and a minimum payment of $of airtime is to bemaintained every days to keep services active with ReachOut Wireless.A Nexus representative promptly attempted to contact Mr [redacted] , to discuss his case in detailTheNexus representative was able to speak with Mr [redacted] , informing him that two payments of$each, have been received by ReachOut Wireless on July 9, via Money GramThe 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 paymentsThe Nexusrepresentative confirmed Mr [redacted] s’ address and informed him a refund for the amount $will beissued to him in the form a check that would be delivered to him at his new address within to 15business daysMr [redacted] meanwhile acknowledged the assistance provided by the Nexusrepresentative and considered the matter is resolved to his satisfactionNexus strives to provide high-quality, reliable wireless service and excellent customer service, and wesincerely regret the inconvenience that Mr [redacted] may have experiencedPlease contact us if youhave any questions or need any additional information.Thank you.Sincerely, [redacted] ***ReachOut Wireless™ Customer Compliance

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***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 organizationIf this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Incd/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***, a Nexus representative investigated his accountTheNexus representative found that Mr***, who had purchased an upgrade handset from ReachOutWireless on July 8, that was marked as delivered to him on July 11, The Nexus representativewas able to see that Mr [redacted] contacted ReachOut Wireless on July 14, reporting some issues withthe handset and returned it to ReachOut WirelessThe Nexus representative was able to find that afterreceiving Mr***’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, and sought a replacement handset instead of a refund.A Nexus representative promptly attempted to contact Mr [redacted] to discuss his case in further detailTheNexus 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 discussedThe Nexus representativewanted to inform Mr [redacted] that ReachOut Wireless cancelled his refund request after he opted to get areplacement handset instead of a refundThe 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 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 experiencedPlease contact us if you haveany 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 NetworkInformation ("CPNI") and has de facto given Nexus permission to acknowledge and discuss to a limitedextent his account with your organizationIf this is not the case, please immediately inform me of thisfact.I am writing on behalf of Nexus Communications, Incd/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 accountTheNexus representative found that Mr [redacted] ’s lifeline services were initially activated with ReachOutWireless on October 2, and his lifeline services were transferred to the non-lifeline plan on June 16,due to a denial notification received from the California Lifeline AdministratorThe 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 $in airtime on May8, Furthermore, the Nexus representative found that Mr [redacted] ’s account was disconnected onAugust 6, due to non-payment.A Nexus representative promptly attempted to contact Mr [redacted] , to discuss his case in detailTheNexus representative was able to speak with Mr [redacted] , informing him that his services weredisconnected due to non-payment of $under non-lifeline planThe Nexus representative alsoinformed Mr [redacted] that a $payment is required to reconnect his account under non-lifeline planas a reconnection fee and a minimum $in airtime needs to be purchased every days in order tokeep his services active under non-lifeline planMr [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 experiencedPlease contact us ifyou have any questions or need any additional informationThank you.Sincerely,Jacob E***ReachOut Wireless™ Customer Compliance

Close my fileI received a used cellphone from NexusThank you

You told me to call to get a tracking number for Reachout Wireless and I didthye told me they didn't ahve tracking number1-877-870-They keep putting you on holdYou get minutes and if you go over it is $a minutesSo after minutes I had to hang upI did not get a tracking number or a new phone and the one they gave me still isn't workingthis matter is not closed

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***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 organizationIf this is not the case, please immediately inform me of this fact.I am writing on behalf of Nexus Communications, Incd/b/a/ ReachOut Wireless (“Nexus”) in responseto the complaint of Ms [redacted] ***Ms [redacted] seeks to receive a refund of $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 dayTheNexus 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, untilMarch 18, when Ms [redacted] transferred her serviceThe 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***sought a refund of $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 furtherdetailThe 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-refundableThe 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 WirelessThe 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 servicesThe 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, 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 experiencedPlease contact us if you haveany questions or need any additional information.Thank you.Sincerely,Jacob E***ReachOut Wireless™ Customer Compli

I contacted the company via website chat and was told that my refund was posted on 1/6/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/and they did not credit the 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