Locus Telecommunications, Inc.

We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any prior, inadvertent confusion experienced.  We assure her that despite what such may have temporarily led her to believe we remain committed to her satisfaction.
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In an effort to proceed in a manner consistent with such commitment, we ask that our valued customer kindly elaborate on her individual complaint, concern or experience as otherwise I've not uncovered any records that suggest any errors, interuptions in service or comparable regarding [redacted] prepaid mobile number ###-###-#### which I presume is the relevant number.
Elaborating on my own comment, I respectfully note that said records indicate that such number has enjoyed voice, text and data in recent months; with no obvious discrepancies.
All in all, I remain eager to hear from Mrs. [redacted] in hopes of effectively readdressing and or clarifying any lingering confusion.
Regards,
[redacted]
Sr. Manager, Compliance & Regulatory
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I appreciate the complimentary month given to me for my $40 plan. I was not aware of this until I called H2O on the 27th of Feb. Thank you.
Regards,
[redacted]

We thank you for bringing this matter to our attention and re-extend our apologies to Mrs. [redacted] for any inadvertent frustrations experienced.  We assure her that despite what such may have temporarily led her to believe, we remain committed to her satisfaction, as is evident by the prior,...

exhaustive efforts made by our customer service team to troubleshoot her individual handset issues, i.e. data-feature derivative.
That said and as we unfortunately remain unable to effectively faciliate the mutually desired outcome (i.e. getting Mrs. [redacted]'s individual handsets to enjoy our plan-corresponding data service/feature), and although all other plan-corresponding features continue to be enjoyed we've now now issued two ecommerce refunds totalling $70.00, as a one-time good faith effort, coinciding with our aformentioned committment.  Said refunds should appear within Mrs. [redacted]'s bank account in approximately 3-7 business days, though processing times may vary slightly by financial institution.
We sincerely hope that our overall efforts are deemed to be satisfactory and otherwise remain at Mrs. [redacted]'s eager disposal.

Mrs.[redacted],I open by thanking you for allowing me/us to readdress your individual concern and extend my sincere apologies for inadvertent and mutually undesired confusion, misunderstanding and or frustration that you previously experienced.I humbly assure you that despite what such...

individual experience may have temporarily led you to believe, we remain committed to customer satisfaction as is evident by our exemplary rating with the relevant Revdex.com.In conjunction with said commitment and in an effort to proceed accurately, I ask that you kindly: 1.   Confirm that the SIM that you purchased at a local [to you] [redacted] is in fact an [redacted] Wireless GSM SIM.2.   Provide me with said SIM number.  Note:  It should begin with [redacted] and will consist of [redacted].3.   Re-confirm the [redacted] Wireless GSM prepaid mobile number which was allegedly assigned to said SIM [exactly as you heard it] when it was recited to you upon your originally speaking with one of our Customer Relations professionals.4.   Provide me with the approximate date and time which you called our Customer Relations team to activate the relevant SIM, as well as the phone number/source from which you called.  *Note:  If you’re unsure of the origination/source number because you regularly have access to multiple phones, you may provide me with all of the numbers from which you may have called on said date/time.5.   Advise us of the [redacted] store from which you purchased said SIM.  *Note:  If you’re unsure of the exact address, an approximation would suffice, e.g. corner of [redacted] Fort Myers, FL, etc. While I await your kind responses, I advise that our aforementioned Customer Relations department consists of different teams or divisions, each of which are responsible for a specific task or responsibility, hence why our automated telephone system is devised the way it is, i.e. to route you to the right team.  Presumably, this explains why the team that answered your activation request call was unable to fulfill your payment/recharge request and was equally unable to connect you to a supervisor and instead as you to visit our official website to fulfill your recharge needs and asked for your callback number, so that the appropriate teams supervisor may return your call.  That being said, I apologize if the “callback” never took place or if it took place after an unusually high and mutuallyundesired delay.With regards to the merchandise (SIM) itself, if in fact you ultimately provide me with the herein-requested additional information and my findings concur that the relevant SIM was previously used/activated, you’ll unfortunately need to return to the original place of purchase (i.e. [redacted]) to discuss your refund options, if that’s what you seek, i.e. a refund.If my findings uncover something different and said findings allow me to provide an alternate resolution I assure you that I’ll certainly proceed to go that route in the interest of time and satisfaction.  I now simply await your responses and thus, extend my thanks in advance. Regards,[redacted]s | Sr. Manager - Compliance & Regulatory | Risk ManagementEmail:  [redacted]

Revdex.com
ID# [redacted] ( [redacted])

In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr. / Mr. [redacted] may have individually experienced.  I reassured him/her that Locus Telecommunications remains committed to customer satisfaction.
We have not received the device as of today 4/5/2016. We asked Mr. [redacted] for the [redacted] tracking number and he did not provided. 
We processed a $119.00 refund to Mr. [redacted]’s credit card for a total of two transactions one for 69.00 and the second for $50.00 please allow 3 to 7 days for the credit to reflect in the credit card account depending on the financial entity.  both mobile numbers have been deactivated as per customers' request.
In light of the above-summarized we’ll proceed to consider this matter to be effectible closed.
Regards, Compliance Coordinator
Locus Telecommunications, Inc.
Tell us why here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Regards, [redacted]

I thank Mr. & Mrs. [redacted] for allowing us to readdress this matter and extend my sincere apologies for any inadvertent confusion, misunderstanding or delay that they may...

have experienced.  I assure them that we remain committed to Customer Satisfaction despite what their respective experience may have led them to believe. In conjunction with such, I open by clarifying that Mrs.[redacted] [presumed] number of ###-###-#### is in fact port eligible if they so wish to retain it by porting it out (aka transferring it out) to a new service provider of choice.  They’ll simply need to follow their new service providers [port in] instructions and do so before 09/17/14 as that’s the date said number is set to be recycled.  Furthermore, I note that it appears that a simple misunderstanding dictated the mutually undesired delay of the relevant $27 refund.  In an effort to rectify such and in the interest of time, said refund has now been issued.  The corresponding credit should appear on the banks end within 3-7 business days.  I equally apologize for the prior delay.
The above being said, I emphasize that all phones/handsets under our [redacted] prepaid service/plans boasting “data” features must be fully compatible “with” and or be properly configured “to operate under” our service, in order for said phones/handset to enjoy all of the features that said service/plans entail.  In an effort to assist with such, we employ an excess of 250 highly trained, motivated, bi-lingual support staff members and provide online tools at [redacted] .  Unfortunately, despite our genuine efforts, some phones/handets especially non-Locus (aka subscriber provided) are simply not compatible or fully compatible with our aforementioned prepaid service (to include traditionally compatible phones whose individual internal settings/configurations were altered pre-Locus).  Our internal database notations regretfully indicate that Mr. & Mrs.[redacted] phones fell under such category, whereby we thank them for having considered our service(s) and wish them well with their new and or future service providers.
We’ll proceed to consider this matter effectively closed unless we hear otherwise.
 
Regards,
[redacted]
Compliance & Regulatory
Risk Management Department
[redacted]

Revdex.comRe: Complaint ID# [redacted] ([redacted]) In response to the above reference matter it was noted that our Customer Relations Department was handling the issue directly with Mr. [redacted]. Our records indicate that the issue has been...

satisfactory resolved and we respectfully consider this case closed.Regards,[redacted]Compliance CoordinatorLocus Telecommunications, Inc.

Revdex.comConsumer Affairs BureauRe: Complaint ID# [redacted]) First we would like to extend our sincere apologies to Mrs. [redacted] for any delays and inconveniences that might have occurred and assured her, that we reaming committed to...

customer satisfaction.  The Bolt device she returned has been received and a refund has been issue to Mrs. [redacted] credit card for a total of $164.00 today 02/12/2015. The above being said, we respectfully consider this matter effectible closed.[redacted]Compliance CoordinatorLocus Telecommunications, Inc.

I am sending this email just to make you aware of how unprofessional and misleading the mentioned business is, after filing my complaint with Revdex.com about my h20 bolt issue the company replied with an apology and offered me a complimentary month of service after accepting the offer the company never followed through with my free month of service, I would like this to be documented and hope this company can somehow he thought a lesson on customer relations, I dont care about my free month this company is misleading in every way and pathetic

Better Business...

Bureau
Re: ID# [redacted] (Mr. [redacted])
 
In accordance with and in response to the above-referenced matter, we would like to thank Mr. [redacted] for allowing us to review this issue.  I reassure him that Locus Telecommunications  (H2O Wireless) remains committed to customer satisfaction.
Our records indicate that you Mr. [redacted] activated the sim card on 9/27/2016.  Records further showed that he added a $50.00 pin.   We apologize for any misunderstanding or inconvenience this might have caused.   I  am currently working with our IT department o make sure the process is clear and easy for our customers.
In response to your inquiry we processed a full refund in the amount of $50.00. Please allow 3 to 7 days for the credit to reflect in your account depending on your credit card financial entity.   Please let me know if you would like to receive a new SIM Card. 
The above being said, we respectfully consider this matter closed.
 
Regards,
Compliance Coordinator
Legal Department
[redacted]
Locus Telecommunications LLC

Happy Holidays All,  Please note that my staff has attempted to contact Mrs. [redacted] at ###-###-#### to no avail.  Without being able to speak with her to obtain the relevant H2O BOLT MAC ID we regretably (yet understandably) remain unable to fulfill the previously promised service extension.That said and unless Mrs. [redacted] could advise the best time to reach her at the aforementioned number, we alternately ask that she kindly provide us with the H2O BOLT device-correspnding MAC ID and ACTFAST CODE.  Upon receiving this information, we'll subsequently be able to extend the service accordingly.  Thus, fulfilling our previously promised (complimentary) action.We eagerly await her kind response and once again, extend our thanks in advance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Please provide me with information on how to redeem my free month of service 
*

Revdex.comComplaint# 10577086 (Tracie Rochelle [redacted]) We thank Mrs. [redacted] for allowing us review this matter and extend our apologies for any inconveniences experienced. I reassure her, that we remain committed to our customer’s satisfaction.Our bolt...

service coverage map indicates that the location of Mrs. [redacted]’s address might experience connection problems in certain areas as stated in our terms and conditions.Coverage; Where Your Device Will Work; Service SpeedsOur coverage maps are available at our authorized retail locations or www.H2OWirelessNow.com. The specific network coverage you get will depend onthe radio transmissions your Device can pick up and Services you’ve chosen. Our coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditions. Coverage isn’t available everywhere. Coverage and Service speeds are not guaranteed. Coverage is subjectto change without notice. Service speeds may depend on the Service purchased. Actual speeds will vary. Estimating wireless coverage, signal strength, andService speed is not an exact science. There are gaps in coverage within our estimated coverage areas that—along with other factors both within and beyondour control (for example, network problems, network or Internet congestion, software, signal strength, your Device, structures, buildings, weather,geography, topography, server speeds of the websites you access, actions of third parties, etc.) —may result in dropped and/or blocked connections, slowerService speeds, or otherwise impact the quality of Service. Services that rely on location information, such as E911 and GPS navigation, depend on yourDevice’s ability to acquire satellite signals (typically not available indoors) and network coverage. While your Device is receiving a software update, you maybe unable to use your Device in any manner until the software update is complete.https://bolt.h2owirelessnow.com/mainControl.php?page=TcWe regret to inform our customers that we won’t be able to use the same underlying carrier’s network and those devices will no longer becompatible with the new network as of September 30, 2015.   Notifications are provided to our customers whenever they contact our customer servicedepartment or when they access our official website.  Mrs. [redacted]’s $50.00 credit card recharge in the amount of $50.00 was voided the same day as courtesy by one of our customer service supervisors. We understand how important is for our customers to use data services. Due to all of these inconveniences and as a token of appreciation to Ms. [redacted] for her business, we are granting 2 extra month of complementary service with a new billing cycle. The next recharge date is 07/11/2015 The above being said and unless we hear otherwise, we’ll proceed to consider this matter closed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did receive an email from the company and am now working with them directly to resolve the issue.

In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr. / Mrs. [redacted] may have individually experienced.  I reassured him/her thatLocus Telecommunications remains committed to customer satisfaction.Our records indicated that Mr. [redacted]...

was attempting to purchase a SIM Card in our official website transactions reported to failed, however those transaction were processed while we were life testing our PayPal gateway or handset purchases, it seems the gate way was not communicating properly by allowing purchase under the set amount. We have process a refund to his credit card for two $20.00 transactions a total of $0.00 to the credit card.  Please allow 3 to 7 days for the credit to reflect in the credit card account depending on the financial entity.In light of the above-summarized we’ll proceed to consider this matter to be effectible closed

Dear Revdex.com,
Thank you very much for your help with this! Refund accepted.

We ask that our valued customer please excuse any prior, inadvertent confusion caused by the systematic actions previously taken and note that their H2O BOLT service will be restored within the next few hours from this correspondence (today, 12/16/14). Their device will equally receive a new month...

of [complimentary] service, as a token of sincere apologies for any inconveniences and or delays experienced.The relevant H2O BOLT device will simply need to be power-cycled (i.e. turned off and back on) to accept our changes. That said, I regretfully advise that the actions previously taken were the result of the underlying carrier having flagged the relevant H2O BOLT device for "abuse", which resulted in the mutually undesired outcome we readdress herein. In an effort to prevent the same from recurring, we invite our valued customer to review the AUTHORIZED USE policy located within the services overall TERMS & CONDITIONS at https://bolt.h2owirelessnow.com/mainControl.php?page=Tc#authorized.We thank our valued customer for their time and understanding and respectfully insist that they directly contact us by way of our below-depicted toll free number if we may be of any additional product/service assistance, as we'll otherwise consider this matter to be effectively closed.

Revdex.com
Re: [redacted]
face="Times New Roman" size="3"> Complaint ID# [redacted]
 
 
In response to the above reference matter it was noted that our Customer Relations Department was handling the issue directly with [redacted]
 
Our records indicate that the issue has been satisfactory resolved and we respectfully consider this case closed. 
 
Regards,
Compliance Coordinator
Legal Department
Locus Telecommunications LLC

While I understand and respect Mrs. [redacted]'s response (as her most recent experience wasn't consistent with my prior response), the fact remains that my intention is to reinstate Mrs. [redacted]'s service and provide her with a complimentary month of service thereafter.  Unfortunately, I'm unable to facilitate such without the relevant H2O BOLT MAC ID.  Furthermore, without said MAC ID, I remain unable to update any internally associated accounts and or notes, thus sharing "my intentions" with my support staff colleagues, so that they may proceed accordingly in my absence and or if Mrs. [redacted] should initiate the future contact, as appears to have been the most recent case.  Instead, they'll understandably continue to enforce our company and or product/service policies as expected.The above being said and so that we may effectively put this matter behind us in an amicable manner as possible and as we've been unable to (ourselves) get in touch with Mrs. [redacted] when we've initiated our efforts during our respective shifts, I now ask that Mrs. [redacted] kindly provide the relevant MAC ID through this Revdex.com of NJ online portal/medium so that I may effectively proceed to fulfill what I've promised, i.e. restoration of service and one complimentary month.  I await her kind response and thank her in advance for her continued time, patience, understanding and flexibility.