March 17, Revdex.com Re: Complaint ID# [redacted] ( [redacted] ) In response to the below matter, I sincerely apologize to Mr [redacted] for the inconveniences he experienced The Unlimited International calling feature was only recently added to our $plan CustomersUnfortunately our records showed that our switch did not properly connect the Unlimited International Calling feature to his mobile number ( [redacted] )However this problem was fixed by our IT Department I tried to contact Mr [redacted] to inform him and to let him know that we would provide months service free of charge; however I was unable to contact him Our records show that his number is currently active and recently recharged; therefore we believe that the problem resides with our underlying carrierWe reached out to them to fix the problem and I will follow up with Mr [redacted] to let him know of any updatesWe remain eager, willing and available to discuss service related matters with Mr [redacted] by way of phone ( [redacted] Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc
May 11, Revdex.com Re: ID [redacted] ( [redacted] ***) In response to the above referenced matter I open by re-extending our genuine apologies any confusion or misunderstanding that may have individually experienced I reassure you that we remain committed to customer satisfaction Our records indicated that you had a mobile number [redacted] which was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted] dIt was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted In regards to port in out, even in our internal system the number shows “Frozen” the number is still active and available to port outUntil it changes status depending on the expiration date of service which is usually days after the account is frozenHowever we did not receive any port out request from any other service carrier That been said we will respectfully consider this matter closed Regards, Compliance Coordinator Locus Telecommunications LLC
Revdex.com size="3"> Re: ID# [redacted] Mrs [redacted] In accordance with and in response to the above-referenced matter, we thank Mrs [redacted] for allowing us to review this issue I reassure her that Locus Telecomm (H2O Wireless) remains committed to customer’s satisfaction and work with honesty Our records indicate that [redacted] *s active and currently enjoying all plan features Records further indicate that Mrs [redacted] had trouble making or receiving phone calls Records further showed that you contact customer service requesting assistance and that one of our representatives issue a trouble ticket with our Underlying carrier Due to any inconvenience and as a onetime courtesy, we have extended your account expiration date to 8/31/ (Note: please remember to add airtime by the date to avoid interruption of services.) With no further actions to take, we respectfully consider this case closed [redacted] Compliance Coordinator Locus Telecommunications, Inc
March 22, "Calibri","sans-serif Revdex.com Re: Compliant# [redacted] MrD [redacted] In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that MDN [redacted] was deactivated on 3/13/ They further showed we receive a port out request, and our system verified all information provided by the other service provider requesting the port, to ensure the account number and the passcode matched with what lives within our internal database A $refund has been provided to customer original credit card number for the air time purchased on 3/6/A new SIM Card has been mailed to MrJ [redacted] in the even that he would like to port his number back to us (NOTE: to port a number into our service please do not activate the SIM card just process a port request) That being said, we consider this case close Regards, Compliance Coordinator Risk Management Department Locus Telecommunications LLC
Revdex.comComplaint# (Tracie Rochelle [redacted] ) We thank Mrs [redacted] for allowing us review this matter and extend our apologies for any inconveniences experiencedI 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.comThe specific network coverage you get will depend onthe radio transmissions your Device can pick up and Services you’ve chosenOur coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditionsCoverage isn’t available everywhereCoverage and Service speeds are not guaranteedCoverage is subjectto change without noticeService speeds may depend on the Service purchasedActual speeds will varyEstimating wireless coverage, signal strength, andService speed is not an exact scienceThere 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 ServiceServices that rely on location information, such as Eand GPS navigation, depend on yourDevice’s ability to acquire satellite signals (typically not available indoors) and network coverageWhile 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, Notifications are provided to our customers whenever they contact our customer servicedepartment or when they access our official website Mrs [redacted] ’s $credit card recharge in the amount of $was voided the same day as courtesy by one of our customer service supervisorsWe understand how important is for our customers to use data servicesDue to all of these inconveniences and as a token of appreciation to Ms [redacted] for her business, we are granting extra month of complementary service with a new billing cycleThe next recharge date is 07/11/The above being said and unless we hear otherwise, we’ll proceed to consider this matter closed
We thank our former valued customer for bringing this to our attention and extend our sincere apologies to him for any inadvertent confusion as the TERMS and CONDITIONS of our prepaid service (as found at [redacted] ) do in fact reference the "speeds" offered by plan.That said and so that we may resolve this matter in a manner more consistent with our true commitment to customer satisfaction, we'll proceed to issue the $partial refund now sought by Mr.*** Said refund should appear within his respective bank account in approximately 3-business days, though actual processing times may vary by financial institution.We've also taken the liberty of deactivating the auto-recharge account that was previously set up in conjunction with the relevant, former *** Wireless GSM mobile number.We hope that Mr [redacted] finds our current actions to be to his satisfaction and remind him that we remain at his eager disposal if we may be of service going forward.Regards, [redacted] , SrManager of Customer Relations Operations
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/We asked Mr [redacted] for the [redacted] tracking number and he did not provided We processed a $refund to Mr [redacted] ’s credit card for a total of two transactions one for and the second for $please allow to 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
We thank Mr [redacted] for allowing us to re-address his concerns and extend our heartfelt apologies for his mutually undesired experience I humbly reassure him that we remain committed to his satisfactionIn conjunction with said commitment and having reviewed all internally associated records, I happily confirm that [redacted] delivered his merchandise yesterday (tracking no [redacted] ) As such doesn’t change the fact that his order was unusually delayed, I’ve since proceeded to refund the $shipping fees on Mr [redacted] online order-corresponding debit/credit card ending in *** Said refund should be available to him within 3-business days, though actual processing times may vary by financial institution That said, I confidently advise that Mr [redacted] mutually unfortunate experience does not represent the norm, as it was the regrettable result of: (a) a slight back-log of online order processing at our fulfillment center, resulting from their relocation from Englewood, NJ to Carlstadt, NJ shortly before Mr [redacted] placed his online order, and (b) a prior delay in manually verify his shipping address by way of [redacted] online tools/resources Elaborating on such I note that with the security and protection of our valued customers in mind, we put forth exhaustive efforts to validate shipping addresses before allowing online orders to be fulfilled In the end, all herein discussed [redacted] *** merchandise has now been delivered and any and all steps have since been taken to prevent the same from recurring going forward Whereby, we’ll understandably proceed to consider this matter to be effectively closed unless we hear otherwise Note: If Mr [redacted] continues to demand a full-refund (i.ethe “remaining funds”) I ask that he kindly retrieve and complete our current RETURN & EXCHANGE FORM (as found at [redacted] ) and return such completed form along with his unused/unredeemed [redacted] GSM items to our fulfillment center via their new mailing address stipulated within said form, at his earliest convenience As I otherwise thank him for his time, understanding and business Sincere Regards, [redacted] , SrManager Customer Relations Operations
Revdex.comCase# [redacted] ***) First we would like to extend our sincere apologies to Mr [redacted] for any delays and inconveniences that might have occurred I reassure him that we reaming committed to customersatisfaction Our records indicate that Mr [redacted] purchase a $Airtime pin that includes a free Lynxx X2S free phone and paid $for saver shipping serviceThe purchase took place between the hours of Thursday April 2nd and Friday April 3rd Our office was closed on Friday April 3rd to observe Good Friday Mr [redacted] order is currently in transitIn recognition on how this matter has impact our customer, for that reason I have refund customer the $shipping charges The above being said, we respectfully consider this matter effectible closed unless we hear otherwise
Revdex.com Re: Complaint ID# [redacted] ( [redacted] ) 0pt;"> We extended our sincere apologies to Mr./ Mrs [redacted] for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction Our records indicate that MDN have not upgraded to the LTE service Sim Cards have been available free for current customers since Last year Customers do not need to pay to upgrade, however any balance on the account will be lost at the time of upgradeOnly because of that we normally suggest to customer to upgrade and then add airtime for the month I have personally mail a new LTE SIM card to Mr/ Mrs [redacted] That being we respectfully consider this matter satisfactorily closed Sincerely, Compliance Coordinator, Locus Telecommunications, Inc
August 29, size="3"> Revdex.com Re: ID# [redacted] ( [redacted] ***) In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that customer purchased a starter kit and not the $monthly card the issue was brought up to our billing department records further showed that a billing representative provided a credit to customer account [redacted] for the amount of $on August 19, Our records indicate that the issue has been satisfactory resolved by way of Customer ServiceWe respectfully consider this case closed Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
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 My credit card is now showing a reversal of the disputed charge Thank you very much Regards, [redacted]
I am rejecting this response because:Having a feature enabled on the account does not mean it is actually functioning properly Conditional call forwarding is only forwarding calls to the ATT voice mail number successfully Conditional call forwarding to any other number FAILS! This is not an equipment issue as the account has been tested on several different handsets, all with identical results The routing that is supposed to occur at the switch level when conditional call forwarding is in effect is not working.If the call logs are indicating conditional call forwarding is operating correctly then the issue is further downstreamAirVoice wireless (previous provider) uses the identical ATT network as H2O does for its service This feature worked properly with them.I am requesting a call back from NETWORK OPERATIONS to discuss this Someone in that department would have a better understanding troubleshooting and resolving this issue.I can be reached at [redacted] Regards, [redacted] ***
In response to the above referenced matter, we re- extend our sincere apologies to Mrs [redacted] for any inadvertent confusion, misunderstanding or inconvenience that she previously experienced and reassure her that we remain committed to her satisfaction In conjunction with such commitment and in effort to effectively resolve or clarify any lingering confusion, I respectfully reiterate the following to her: Our [redacted] prepaid service is governed by TERMS & CONDITIONS which includes unlimited plan abuse as found at [redacted] As per the underlying carrier of said service, the relevant [redacted] device (aka [redacted] **) breached said TERMS whereby the service under such device was suspended on or about 09/08/I apologize if this wasn’t concisely explained to Mrs [redacted] during her prior conversations with our support staff and note that the specific "infraction" was not provided by said underlying carrier The above summarized being said and in an effort to proceed in a manner more consistent with our aforementioned commitment, I’ve taken the liberty of reinstating the service under Mrs [redacted] individual [redacted] device and have granted it a complimentary month of service, i.enew expiration date is 10/12/I now simply ask that Mrs*** to kindly power cycle the device (i.epower it off and then back on) in order for it to accept the changes and re-establish a connection to the local network and begin utilizing her complimentary month of [redacted] prepaid service.I’m also willing to refund her most recent recharge/replenishment (aka month plan) payment if she'd be willng to get in touch with me directly to see such throughHowever, I unfortunately cannot accmodate the full refund she seeks, as our service has been used and the 14-day money back guarantee (for items purchased directly through us) has long since elapsedWhereby, if she continues to require such, I'd respectfully suggest that she consult the original place of purchase (if applicable).I close by imploring Mrs [redacted] to consult our “Live” support staff at ###-###-#### if she should require any additional assistance and recommend that she be more wary of her usage, as to avoid any future, mutually undesired interruption in serviceNote: She may again refer to the aforementioned source to better understand what "activity" is considered "abusive", "prohibited" and or unauthorized We will now consider this matter closed unless we’re advised otherwise.Regards, [redacted] SrManager | Compliance & RegulatoryRisk Management Department [redacted]
March 22, Revdex.com face="Times New Roman" size="3"> Re: Complaint ID# [redacted] In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that our shipping department received the device and has created a refund to your account in the amount of $Please allow to days for the credit to reflect in your account depending on your credit card financial entity Note: Shipping charges are not refundable as per our terms and Conditions state: (4) Restrictions & Fees Prepaid account balances and original shipping and handling fees are not refundable [redacted] If any device is not returned in like-new condition, the device will not be eligible for a refund and may be returned to you at your cost If a SIM Card or accessory is missing, you will be charged a restocking fee of (15)% of the purchase price (except where prohibited by law) but may still be eligible for a refund on the device If a Hard Card is missing/scratched/used, the Hard Card will not be eligible for a refund Our records indicate that the issue has been satisfactory resolvedWe respectfully consider this case closed Regards, Compliance Coordinator Locus Telecommunications LLC
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
Revdex.comRe: Complaint ID# [redacted] We thank Mr/Mrs [redacted] for allowing us to re-address his/her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experiencedWe assure him/her that we remain committed to our customers’ satisfactionMr/Mrs***’ service was terminated because the bolt device’s activity fell under “abusive” activity as defined in our Terms & Conditions/Authorized use Policy, which states:UNLIMITED PLAN ABUSEFor any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely fordialogue between two individuals and for non-commercial useOther uses have a disproportionate impact on network resources and are therefore consideredunreasonableUnreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, callcenter services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long durationH2O’sunlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.gdownloading files)While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibitedOur data and messaging services may not be used: (a) to generate excessive amounts f Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manualroutines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over thenetwork (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j)for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial useThe terms can be found on the below link: https://broadband.h2owirelessnow.com/mainControl.php?page=Tc#authorized Nonetheless, our records show that the H2O Bolt is not currently active However we understand that Mr/Mrs [redacted] recharge the device on 1/18/in the amount of $Unfortunately we are unable to reactivate the bolt device at this time We had process a refund of $to Mr/Mrs [redacted] credit card Funds should reflect in your account within business daysThe above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed
I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID [redacted] , While I accept the refund of $ I feel H2O should provide a full refund including the $shipping I spent more than hours over several weeks trying to resolve this, be it on the phone or spending time returning the defective equipment In regards with returning the equipment I spend additional money purchasing packing material to ensure a safe delivery which I am not attempting to be refunded for [redacted]
Hhas a family planHowever to make a family plan payment you cannot simply leave a credit card on file or process a payment onlineYou have to call in at the end of the month and then be told they will call you back at their convenience to process the paymentYes I was shocked too We have lines we established at the same time and should all have the same day billing cycleHowever this month Hdespite having received full payment last month terminated lines early and the primary line is still activeOf considerable frustration is I have called times to make a payment and resolve the situation and each time despite being on the phone for minutes or more I still have not received a return call to either make next month's payments nor have they turned on the existing lines after acknowledging their mistakeThe service is horribleTo turn off phones and have such a poor payment process leaving customer to call and call again without a solution is insaneCall the corporate number of Lotus and you get a voicemailEmail and you get no responseI wasted Sunday and ALL of Monday from 9am to 11pm trying to pre-PAY my next months bill and get my remaining lines reactivated despite having fully paid the bill for March in February Update - Wireless Hcorrected the error and turned back on the existing linesNo offer was made in consideration of losing coverageI again tried three more times to pay my family bill without successThat totals times and many wasted hoursAt this point just having a poor procedure is not addressable by the Revdex.comI will simply find another wireless company that does not require such a ridiculous procedure to make a simple payment
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
March 17, Revdex.com Re: Complaint ID# [redacted] ( [redacted] ) In response to the below matter, I sincerely apologize to Mr [redacted] for the inconveniences he experienced The Unlimited International calling feature was only recently added to our $plan CustomersUnfortunately our records showed that our switch did not properly connect the Unlimited International Calling feature to his mobile number ( [redacted] )However this problem was fixed by our IT Department I tried to contact Mr [redacted] to inform him and to let him know that we would provide months service free of charge; however I was unable to contact him Our records show that his number is currently active and recently recharged; therefore we believe that the problem resides with our underlying carrierWe reached out to them to fix the problem and I will follow up with Mr [redacted] to let him know of any updatesWe remain eager, willing and available to discuss service related matters with Mr [redacted] by way of phone ( [redacted] Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc
May 11, Revdex.com Re: ID [redacted] ( [redacted] ***) In response to the above referenced matter I open by re-extending our genuine apologies any confusion or misunderstanding that may have individually experienced I reassure you that we remain committed to customer satisfaction Our records indicated that you had a mobile number [redacted] which was enjoying all plan—corresponding features, until it was deemed to have breached the “Terms” of our service regarding “Unlimited Plan Abuse” as outlined at [redacted] dIt was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted In regards to port in out, even in our internal system the number shows “Frozen” the number is still active and available to port outUntil it changes status depending on the expiration date of service which is usually days after the account is frozenHowever we did not receive any port out request from any other service carrier That been said we will respectfully consider this matter closed Regards, Compliance Coordinator Locus Telecommunications LLC
Revdex.com size="3"> Re: ID# [redacted] Mrs [redacted] In accordance with and in response to the above-referenced matter, we thank Mrs [redacted] for allowing us to review this issue I reassure her that Locus Telecomm (H2O Wireless) remains committed to customer’s satisfaction and work with honesty Our records indicate that [redacted] *s active and currently enjoying all plan features Records further indicate that Mrs [redacted] had trouble making or receiving phone calls Records further showed that you contact customer service requesting assistance and that one of our representatives issue a trouble ticket with our Underlying carrier Due to any inconvenience and as a onetime courtesy, we have extended your account expiration date to 8/31/ (Note: please remember to add airtime by the date to avoid interruption of services.) With no further actions to take, we respectfully consider this case closed [redacted] Compliance Coordinator Locus Telecommunications, Inc
March 22, "Calibri","sans-serif Revdex.com Re: Compliant# [redacted] MrD [redacted] In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred and I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that MDN [redacted] was deactivated on 3/13/ They further showed we receive a port out request, and our system verified all information provided by the other service provider requesting the port, to ensure the account number and the passcode matched with what lives within our internal database A $refund has been provided to customer original credit card number for the air time purchased on 3/6/A new SIM Card has been mailed to MrJ [redacted] in the even that he would like to port his number back to us (NOTE: to port a number into our service please do not activate the SIM card just process a port request) That being said, we consider this case close Regards, Compliance Coordinator Risk Management Department Locus Telecommunications LLC
Revdex.comComplaint# (Tracie Rochelle [redacted] ) We thank Mrs [redacted] for allowing us review this matter and extend our apologies for any inconveniences experiencedI 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.comThe specific network coverage you get will depend onthe radio transmissions your Device can pick up and Services you’ve chosenOur coverage maps provide high level estimates of our coverage areas when using Services outdoors under optimal conditionsCoverage isn’t available everywhereCoverage and Service speeds are not guaranteedCoverage is subjectto change without noticeService speeds may depend on the Service purchasedActual speeds will varyEstimating wireless coverage, signal strength, andService speed is not an exact scienceThere 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 ServiceServices that rely on location information, such as Eand GPS navigation, depend on yourDevice’s ability to acquire satellite signals (typically not available indoors) and network coverageWhile 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, Notifications are provided to our customers whenever they contact our customer servicedepartment or when they access our official website Mrs [redacted] ’s $credit card recharge in the amount of $was voided the same day as courtesy by one of our customer service supervisorsWe understand how important is for our customers to use data servicesDue to all of these inconveniences and as a token of appreciation to Ms [redacted] for her business, we are granting extra month of complementary service with a new billing cycleThe next recharge date is 07/11/The above being said and unless we hear otherwise, we’ll proceed to consider this matter closed
We thank our former valued customer for bringing this to our attention and extend our sincere apologies to him for any inadvertent confusion as the TERMS and CONDITIONS of our prepaid service (as found at [redacted] ) do in fact reference the "speeds" offered by plan.That said and so that we may resolve this matter in a manner more consistent with our true commitment to customer satisfaction, we'll proceed to issue the $partial refund now sought by Mr.*** Said refund should appear within his respective bank account in approximately 3-business days, though actual processing times may vary by financial institution.We've also taken the liberty of deactivating the auto-recharge account that was previously set up in conjunction with the relevant, former *** Wireless GSM mobile number.We hope that Mr [redacted] finds our current actions to be to his satisfaction and remind him that we remain at his eager disposal if we may be of service going forward.Regards, [redacted] , SrManager of Customer Relations Operations
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/We asked Mr [redacted] for the [redacted] tracking number and he did not provided We processed a $refund to Mr [redacted] ’s credit card for a total of two transactions one for and the second for $please allow to 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
We thank Mr [redacted] for allowing us to re-address his concerns and extend our heartfelt apologies for his mutually undesired experience I humbly reassure him that we remain committed to his satisfactionIn conjunction with said commitment and having reviewed all internally associated records, I happily confirm that [redacted] delivered his merchandise yesterday (tracking no [redacted] ) As such doesn’t change the fact that his order was unusually delayed, I’ve since proceeded to refund the $shipping fees on Mr [redacted] online order-corresponding debit/credit card ending in *** Said refund should be available to him within 3-business days, though actual processing times may vary by financial institution That said, I confidently advise that Mr [redacted] mutually unfortunate experience does not represent the norm, as it was the regrettable result of: (a) a slight back-log of online order processing at our fulfillment center, resulting from their relocation from Englewood, NJ to Carlstadt, NJ shortly before Mr [redacted] placed his online order, and (b) a prior delay in manually verify his shipping address by way of [redacted] online tools/resources Elaborating on such I note that with the security and protection of our valued customers in mind, we put forth exhaustive efforts to validate shipping addresses before allowing online orders to be fulfilled In the end, all herein discussed [redacted] *** merchandise has now been delivered and any and all steps have since been taken to prevent the same from recurring going forward Whereby, we’ll understandably proceed to consider this matter to be effectively closed unless we hear otherwise Note: If Mr [redacted] continues to demand a full-refund (i.ethe “remaining funds”) I ask that he kindly retrieve and complete our current RETURN & EXCHANGE FORM (as found at [redacted] ) and return such completed form along with his unused/unredeemed [redacted] GSM items to our fulfillment center via their new mailing address stipulated within said form, at his earliest convenience As I otherwise thank him for his time, understanding and business Sincere Regards, [redacted] , SrManager Customer Relations Operations
Revdex.comCase# [redacted] ***) First we would like to extend our sincere apologies to Mr [redacted] for any delays and inconveniences that might have occurred I reassure him that we reaming committed to customersatisfaction Our records indicate that Mr [redacted] purchase a $Airtime pin that includes a free Lynxx X2S free phone and paid $for saver shipping serviceThe purchase took place between the hours of Thursday April 2nd and Friday April 3rd Our office was closed on Friday April 3rd to observe Good Friday Mr [redacted] order is currently in transitIn recognition on how this matter has impact our customer, for that reason I have refund customer the $shipping charges The above being said, we respectfully consider this matter effectible closed unless we hear otherwise
Revdex.com Re: Complaint ID# [redacted] ( [redacted] ) 0pt;"> We extended our sincere apologies to Mr./ Mrs [redacted] for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction Our records indicate that MDN have not upgraded to the LTE service Sim Cards have been available free for current customers since Last year Customers do not need to pay to upgrade, however any balance on the account will be lost at the time of upgradeOnly because of that we normally suggest to customer to upgrade and then add airtime for the month I have personally mail a new LTE SIM card to Mr/ Mrs [redacted] That being we respectfully consider this matter satisfactorily closed Sincerely, Compliance Coordinator, Locus Telecommunications, Inc
August 29, size="3"> Revdex.com Re: ID# [redacted] ( [redacted] ***) In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that customer purchased a starter kit and not the $monthly card the issue was brought up to our billing department records further showed that a billing representative provided a credit to customer account [redacted] for the amount of $on August 19, Our records indicate that the issue has been satisfactory resolved by way of Customer ServiceWe respectfully consider this case closed Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC
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 My credit card is now showing a reversal of the disputed charge Thank you very much Regards, [redacted]
I am rejecting this response because:Having a feature enabled on the account does not mean it is actually functioning properly Conditional call forwarding is only forwarding calls to the ATT voice mail number successfully Conditional call forwarding to any other number FAILS! This is not an equipment issue as the account has been tested on several different handsets, all with identical results The routing that is supposed to occur at the switch level when conditional call forwarding is in effect is not working.If the call logs are indicating conditional call forwarding is operating correctly then the issue is further downstreamAirVoice wireless (previous provider) uses the identical ATT network as H2O does for its service This feature worked properly with them.I am requesting a call back from NETWORK OPERATIONS to discuss this Someone in that department would have a better understanding troubleshooting and resolving this issue.I can be reached at [redacted] Regards, [redacted] ***
In response to the above referenced matter, we re- extend our sincere apologies to Mrs [redacted] for any inadvertent confusion, misunderstanding or inconvenience that she previously experienced and reassure her that we remain committed to her satisfaction In conjunction with such commitment and in effort to effectively resolve or clarify any lingering confusion, I respectfully reiterate the following to her: Our [redacted] prepaid service is governed by TERMS & CONDITIONS which includes unlimited plan abuse as found at [redacted] As per the underlying carrier of said service, the relevant [redacted] device (aka [redacted] **) breached said TERMS whereby the service under such device was suspended on or about 09/08/I apologize if this wasn’t concisely explained to Mrs [redacted] during her prior conversations with our support staff and note that the specific "infraction" was not provided by said underlying carrier The above summarized being said and in an effort to proceed in a manner more consistent with our aforementioned commitment, I’ve taken the liberty of reinstating the service under Mrs [redacted] individual [redacted] device and have granted it a complimentary month of service, i.enew expiration date is 10/12/I now simply ask that Mrs*** to kindly power cycle the device (i.epower it off and then back on) in order for it to accept the changes and re-establish a connection to the local network and begin utilizing her complimentary month of [redacted] prepaid service.I’m also willing to refund her most recent recharge/replenishment (aka month plan) payment if she'd be willng to get in touch with me directly to see such throughHowever, I unfortunately cannot accmodate the full refund she seeks, as our service has been used and the 14-day money back guarantee (for items purchased directly through us) has long since elapsedWhereby, if she continues to require such, I'd respectfully suggest that she consult the original place of purchase (if applicable).I close by imploring Mrs [redacted] to consult our “Live” support staff at ###-###-#### if she should require any additional assistance and recommend that she be more wary of her usage, as to avoid any future, mutually undesired interruption in serviceNote: She may again refer to the aforementioned source to better understand what "activity" is considered "abusive", "prohibited" and or unauthorized We will now consider this matter closed unless we’re advised otherwise.Regards, [redacted] SrManager | Compliance & RegulatoryRisk Management Department [redacted]
March 22, Revdex.com face="Times New Roman" size="3"> Re: Complaint ID# [redacted] In response to the above reference ticket number, we would like to apologize for any inconveniences you might have experienced with our service I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records indicate that our shipping department received the device and has created a refund to your account in the amount of $Please allow to days for the credit to reflect in your account depending on your credit card financial entity Note: Shipping charges are not refundable as per our terms and Conditions state: (4) Restrictions & Fees Prepaid account balances and original shipping and handling fees are not refundable [redacted] If any device is not returned in like-new condition, the device will not be eligible for a refund and may be returned to you at your cost If a SIM Card or accessory is missing, you will be charged a restocking fee of (15)% of the purchase price (except where prohibited by law) but may still be eligible for a refund on the device If a Hard Card is missing/scratched/used, the Hard Card will not be eligible for a refund Our records indicate that the issue has been satisfactory resolvedWe respectfully consider this case closed Regards, Compliance Coordinator Locus Telecommunications LLC
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
Revdex.comRe: Complaint ID# [redacted] We thank Mr/Mrs [redacted] for allowing us to re-address his/her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experiencedWe assure him/her that we remain committed to our customers’ satisfactionMr/Mrs***’ service was terminated because the bolt device’s activity fell under “abusive” activity as defined in our Terms & Conditions/Authorized use Policy, which states:UNLIMITED PLAN ABUSEFor any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely fordialogue between two individuals and for non-commercial useOther uses have a disproportionate impact on network resources and are therefore consideredunreasonableUnreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, callcenter services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long durationH2O’sunlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.gdownloading files)While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibitedOur data and messaging services may not be used: (a) to generate excessive amounts f Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manualroutines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over thenetwork (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j)for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial useThe terms can be found on the below link: https://broadband.h2owirelessnow.com/mainControl.php?page=Tc#authorized Nonetheless, our records show that the H2O Bolt is not currently active However we understand that Mr/Mrs [redacted] recharge the device on 1/18/in the amount of $Unfortunately we are unable to reactivate the bolt device at this time We had process a refund of $to Mr/Mrs [redacted] credit card Funds should reflect in your account within business daysThe above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed
I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID [redacted] , While I accept the refund of $ I feel H2O should provide a full refund including the $shipping I spent more than hours over several weeks trying to resolve this, be it on the phone or spending time returning the defective equipment In regards with returning the equipment I spend additional money purchasing packing material to ensure a safe delivery which I am not attempting to be refunded for [redacted]
Hhas a family planHowever to make a family plan payment you cannot simply leave a credit card on file or process a payment onlineYou have to call in at the end of the month and then be told they will call you back at their convenience to process the paymentYes I was shocked too We have lines we established at the same time and should all have the same day billing cycleHowever this month Hdespite having received full payment last month terminated lines early and the primary line is still activeOf considerable frustration is I have called times to make a payment and resolve the situation and each time despite being on the phone for minutes or more I still have not received a return call to either make next month's payments nor have they turned on the existing lines after acknowledging their mistakeThe service is horribleTo turn off phones and have such a poor payment process leaving customer to call and call again without a solution is insaneCall the corporate number of Lotus and you get a voicemailEmail and you get no responseI wasted Sunday and ALL of Monday from 9am to 11pm trying to pre-PAY my next months bill and get my remaining lines reactivated despite having fully paid the bill for March in February Update - Wireless Hcorrected the error and turned back on the existing linesNo offer was made in consideration of losing coverageI again tried three more times to pay my family bill without successThat totals times and many wasted hoursAt this point just having a poor procedure is not addressable by the Revdex.comI will simply find another wireless company that does not require such a ridiculous procedure to make a simple payment
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