Good Day, I again express my sincere apologies to Mrs [redacted] for her mutually undesired experiences Having had the opportunity to recently readdress this matter with her via email (see attached), I now confidently advise all concerned parties that we're collaborating on an amicable resolution which I expect to be realized in the weeks to come That said and unless we're otherwise advised by Mrs [redacted] , I will proceed to consider this case/complaint to be adequately resolved and will nevertheless continue to work with Mrs [redacted] directly
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/ Records further showed that he added a $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 $Please allow to 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
The phone number which you can add $credits is ###-###-#### 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,
I thank Mrs.***-***for bringing this matter to our attention and re-extend our apologies for any prior, inadvertent confusion or misunderstanding size="3">I reassure her that we remain committed to customer satisfaction In conjunction with said commitment and having reviewed our internal records it appears that simple confusion and a slight delay on our part are at the root of this complaint Elaborating on such, our records show that one of our [redacted] devices/services was recharged via our website on 08/01/ At the same time, the online subscriber also enrolled in our Auto-Recharge program which [by itself] constitutes a payment equal to the service/plan value When it was all said and done, the relevant [redacted] device benefitted from two replenishments and the associated debit/credit was understandably charged twice I apologize for the confusion that derived from such [separate and distinct] actions and if such wasn’t effectively explained to Mrs.***- [redacted] at an earlier date In the end, the same records show that a $refund was issued on 08/14/on the debit/credit card ending in [redacted] whereby no additional actions are warranted on our part We’ll proceed to consider this matter previously closed and implore Mrs.***- [redacted] to not hesitate to consult our “Live” support staff if they may be of any future assistance.Regards, [redacted] , SrManagerCompliance & RegulatoryRisk Management Department [redacted]
April 8, Revdex.com Roman" size="3"> Re: Complaint ID# [redacted] ( [redacted] ) We extended our sincere apologies for any inconvenience that MrB [redacted] might have experience while using our productI reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction We search our records and were not able to find any direct SIM Card purchase from any of our available channels Since the purchase seems to involve a third party business entity and not Locus Telecommunication We cannot process a refund Due to the inconvenience we have mailed a new sim card to MrB***The new SIM Card is not active because in order to port a number into our service, MrB [redacted] will have to go to our website and go directly to the port in request section Once the port is requested the sim will be activated once the port takes place MrB***, can port the number online [redacted] or by contacting one of our representatives ( [redacted] toll free number Please do not say activate a sim card but Port IN (if the sim gets active with a new number, it will not be available to use for port) That being we respectfully consider this matter satisfactorily closed Sincerely, Compliance Coordinator, Locus Telecommunications, Inc Tell us why here
Mrs.***,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: Confirm that the SIM that you purchased at a local [to you] [redacted] *** is in fact an [redacted] Wireless GSM SIM Provide me with said SIM number Note: It should begin with [redacted] and will consist of [redacted] 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 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 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.gcorner of [redacted] ** Fort Myers, FL, etcWhile 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.eto 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.ea 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 advanceRegards, [redacted] s | SrManager - Compliance & Regulatory | Risk ManagementEmail: [redacted]
We thank Mr[redacted] for allowing us to readdress his isolated scenario and re-extend our apologies for any prior misunderstanding or confusion as neither are indicative of our commitment to satisfactionIn conjunction with our commitment and in an effort to clarify matters we respectfully note that our Auto-Recharge Program underwhich [redacted] prepaid mobile number ###-###-#### is enrolled, is functioning properly Our records indicate that any prior [temporary] interuption in service was a direct result of our being unable to collect a systematic payment by way of said program, as the registered [***] credit or debit card kept being declined by the card-issuerMore specifically, it appears that the card-corresponding digit security code (aka CVVcode) provided to us is incorrect While the aformentioned chain of events were not service-related but were instead directly dictated by the response(s) from the card-issuer, we've nevertheless extended the service on the herein-referenced [redacted] prepaid number by days which equates the approximate period that it was without service [according to our records]In conjunction with such, we've also adjusted the relevant auto-recharge account schedule to reattempt it's next systematic payment collection attempt on 05/01/14, i.eone day prior to the new airtime expiration date of 05/02/ We certainly hope that Mr[redacted] finds our response and efforts to be to his satisfaction and close by respectfully urging him to address the herein-discussed debit or credit card related matters with the relevant card-issuer or consider registering an alternate debit or credit card at his earliest convenience, as otherwise his enrollment in our autorecharge program will be futile, as such benefits are contingent on our system being able to collect the required payment Note: Our "Live" support staff remains at Mr.***s disposal 7-days a week via their ###-###-#### toll-free number Regards, Ricardo B [redacted] SrManager of Compliance [redacted]
I extend our sincere apologies for any genuinely inadvertent oversight, as it appears that while my colleagues reinstated the overall service (thus, allowing our valued customer to subsequently replenish it, bringing the service expiration date to 01/13/15) they obviously and regrettably failed to grant the extra month of [complimentary] service In light of such, I've now [personally] granted two months of complimentary service on the relevant H2O BOLT device Thus, extending the service expiration date to 03/14/ In doing so, I respectfully reiterate that the partial results of our prior efforts were the direct result of a simple and honest oversight I thank MrBruno for allowing us to once again readdress his individual concerns and wish him and his the best of Holiday Seasons [redacted] , SrManager of Customer Relations
We thank [redacted] C [redacted] for allowing us to re-address this matter and extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experiencedI assure him that we remain committed to his satisfaction In conjunction with said commitment and in an effort to effectively clarify matters, I respectfully draw everyone's attention to the area our current TERMS & CONDITIONS entitled UNLIMITED PLAN ABUSE at [redacted] where the following is publicly advertised: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial useOther uses have a disproportionate impact on network resources and are therefore considered unreasonableUnreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long durationH2O’s unlimited 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 of 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 manual routines, 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 the network (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 use The immediately aforementioned being said and while it remains mutually preferred and genuinely desired for all of our other H2O BOLT customers alike to enjoy uninterrupted service, Terms, Conditions and policies nevertheless apply and must be adheredAnd unfortunately, anyone deemed to partake in activity that falls under the aforementioned definition of “abuse” by the relevant service-corresponding underlying carrier [who monitors the network] will be subject to immediate interruption in service, with or without noticeGiven her statements, I presume that this is what previously transpired in her case The above being said, I’ll be restoring his H2O Bolt services (and granting a new, complimentary month of service) as a one-time courtesy and respectfully implore him to be more wary of his use going forward, as well as that of any family member or guest that may simultaneously rely on his H2O Bolt device, as to avoid being re-categorized as “abusive” or “unreasonable” going forward, particularly any continuous/prolonged periods of connectivity wherein an inadvertent strain on the network may directly ensueI also recommend that he power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity The above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closed Regards, [redacted] SrManager Customer Relations Operations
We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent misunderstanding and or delays in our responding to this complaint We assure all that despite what either may lead to believe, we remain committed to satisfaction In conjunction with said committment and while we continue to internally investigate the chain of events that led to the deactivation of the herein-discussed H2O Bolt device, we refer our valued customer to our services general Terms & Conditions at [redacted] d where it clearly addresses "extensive amount of traffic", "continous streaming" and other comparable scenarios which are considered to be "abusive" and or "unreasonable" and may dictate termination of service Furthermore, we've also taken the liberty of reversing our valued customers 05/01/online $recharge on the order-corresponding debit/credit card ending in Our valued customer should see a refund from us within her bank account within 3-business days from today This action/refund will stand regardless of our final assessment/findings on this matter, as it's consistent with our aforementioned commitment and further speaks to our genuine, good faith intentions Note: Refunds surrounding the device itself will need to be addressed at the place of purchase as our records don't indicate that it was purchased directly from us We close by respectfully reiterating that our final assessment on this matter will follow shortly by way of the Revdex.com online portal or through direct-email with our valued customer Whereby, we thank all parties in advance for their continued patience and kind understanding
November 23, [redacted] ***First we would like to extend our sincere apologies for any inconveniences [redacted] might have experienced while trying to use our productI reassure her that Locus Telecommunications (H2O Wireless) remains committed to customer’s satisfactionOur records indicate that the bolt device that [redacted] ordered from us was mailed to the wrong address due to a numeric address error I contacted [redacted] to make arrangements to place a new order for the bolt device; however I explained to her that her credit card will have to be charge again to add air time to the device in order to be active [redacted] said she would call me back to make sure her credit card had enough funds to cover for the airtime charge I waited several days; unfortunately she did not call me back.We are looking forward to make business with [redacted] ***, until then, we would respectfully consider this matter closed.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications, Inc
I apologize if my original response was misinterpretted or deemed unsatisfactory, as my intent was to effectively clarify and or resolve any lingering issues That said and having since had my Customer Relations colleagues assist with such matter, we've confirmed that the related [on file] CVVwas in fact correctly entered [on their end], but nevertheless declined [for reasons unknown to them/us] by the card issuer Thus, not allowing our system to previously collect the Auto-Recharge Program associated payment With regards to the "why such wasn't previously explained to our valued customer"? I regretfully, cannot offer insight on such, but do advise that I've since shared this feedback with my interdepartmental colleagues for the pupose of their: (a) Addressing such in a more effective [real-time] manner going forward and/or (b) Their taking all feasible actions to prevent a similar scenario from reoccuring I sincerely hope that Mr*** deems this update to be more satisfactory and otherwise ask that he consult our aformentioned Customer Relations staff at ###-###-#### for real-time assistance
Complaint: [redacted] I am rejecting this response because:the person, who responded, is either very unintelligent, or just pretends to beAs I mentioned, there are over countries listed on the Ultra Mobile website, that include UNLIMITED calling to the landlineI'm not talking about the Mobile DestinationI'm talking about Landline Destinations, which are listed on their Website.When I called the Customer Service for the first couple of times, they acknowledged that the LISTED international Destinations are supposed to be unlimited and it is not supposed to use international calling creditsThey also said that they had escalated the issue and I would hear from someone within 24-hours but the call back has never happened! For the next several times, when I called the customer Service, I was told that the international call credits needs to be over in order to benefit from the UNLIMITED INTERNATIONAL CALLING to the landlines, listedBut after finishing the international calling credit (that was supposed to exclude the landline listed! ( I still could not make any international calls to the listed landline destinationsWhen I called again, I was given some other ridiculous answers, was promised call back within 24-hours but nothing happened!If the Telecom communication does not get back to me immediately, to resolve the issue towards my satisfaction, the next action would be filing a complaint with the FCCPlease see the following list of International unlimited calling, advertised to be included in my plan:I sometimes wonder how the Revdex.com is to accepts such a ridiculous responses from the Revdex.com Accredited Businesses!UNLIMITED INTERNATIONALCALLING TO 60+ COUNTRIESA Andorra UNLIMITED calling to Andorra landlines.Argentina UNLIMITED calling to Argentina landlines.Australia UNLIMITED calling to Australia landlines.Austria UNLIMITED calling to Austria landlines.B Belgium UNLIMITED calling to Belgium landlines.Brazil UNLIMITED calling to Brazil landlines (Belo Horizonte, Brasilia, Curitiba, Porto Allegre, Rio de Janeiro, and Sao Paolo ).C Canada UNLIMITED calling to Canada landlines.Chile UNLIMITED calling to Chile landlines.China UNLIMITED calling to China cellular and landlines.Colombia UNLIMITED calling to Colombia landlines in Barranquilla and Cali.Costa Rica UNLIMITED calling to Costa Rica landlines.Croatia UNLIMITED calling to Croatia landlines.Cyprus UNLIMITED calling to Cyprus landlines.Czech RepUNLIMITED calling to Czech Republic landlines.D DenmarkDominican Rep.UNLIMITED calling to Denmark landlines.UNLIMITED calling to Dominican Republic landlines and 1829.F France UNLIMITED calling to France landlines.G Germany UNLIMITED calling to Germany landlines.Greece UNLIMITED calling to Greece landlines.Guam UNLIMITED calling to Guam landlines.H Hong Kong UNLIMITED calling to Hong Kong cellular and landlines.Hungary UNLIMITED calling to Hungary landlines.I India UNLIMITED calling to India landlines.Indonesia UNLIMITED calling to Indonesia landlines in Bandung and Jakarta.Ireland UNLIMITED calling to Ireland landlines.Israel UNLIMITED calling to Israel cellular and landlines (exclude Israel Palestine).Italy UNLIMITED calling to Italy landlines.J Japan UNLIMITED calling to Japan landlines.L Latvia UNLIMITED calling to Latvia landlines.Luxembourg UNLIMITED calling to Luxembourg landlines.M Malaysia UNLIMITED calling to Malaysia landlines.Malta UNLIMITED calling to Malta landlines.Mexico UNLIMITED calling to Mexico landlines.N Netherlands UNLIMITED calling to Netherlands landlines.New Zealand UNLIMITED calling to New Zealand landlines.Norway UNLIMITED calling to Norway landlines.P Peru UNLIMITED calling to Peru landlines.Poland UNLIMITED calling to Poland landlines.Portugal UNLIMITED calling to Portugal cellular and landlines.R Romania UNLIMITED calling to Romania landlines.Russia UNLIMITED calling to Russia landlines.S Singapore UNLIMITED calling to Singapore cellular and landlines.Slovakia UNLIMITED calling to Slovakia landlines.Slovenia UNLIMITED calling to Slovenia landlines.South Korea UNLIMITED calling to South Korea landlines.Spain UNLIMITED calling to Spain landlines.Sweden UNLIMITED calling to Sweden landlines.Switzerland UNLIMITED calling to Switzerland landlines.T Taiwan UNLIMITED calling to Taiwan landlines.U United Kingdom UNLIMITED calling to United Kingdom landlines.V Venezuela UNLIMITED calling to Venezuela landlines.Regards, [redacted]
We thank our valued customer for bringing his matter to our attention and extend our sincere, humble apologies for any mutually undesired experience(s) he's endured I reassure him that we remain committed to his satisfaction despite what such may have temporarily led him to believe.In conjunction with such and in an effort to clarify matters, it unfortunately appears that the autorecharge $payment systematically attempted on 09/29/was DECLINED by the card issuing bank, thus temporarily suspending his autorecharge account and equally unfortunately facilitating the [then] temporary interuption in service due to non-payment.I apologize if this chain of events wasn't cleary explained to Mr [redacted] during his prior communications with us and assure him that all internally concerned parties will [now] take the appropriate actions to make certain that the same doesn't recur going forward, as our relationship with our clients is paramount to us.The above being said and as a show of good faith (though everything appears to have since been resolved) we've taken the liberty of refunding one of Mr [redacted] 's prior $online payments against a debit/credit card ending in *** Said refund should be apparent in approximately 3-business days, though actual processing times may vary by financial institution.I sincerely hope that Mr [redacted] finds my response(s)/action(s) to be more consistent with our aforementoined commitment and I'll proceed to consider this matter to be effectivley closed if I fail to hear otherwise.Regards, [redacted] , SrManagerCustomer Relations Operations
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.erestoration of service and one complimentary month I await her kind response and thank her in advance for her continued time, patience, understanding and flexibility
We thank Mrs [redacted] for bringing this matter to our attention and extend our sincere apologies for any mutually undesired experiences that she's inadvertently endured I reassure her that we remain committed to her satisfaction In conjunction with such and in an effort to resolve her matter effectively, one of our "Live" support staff members will be attempting to reach her at her therein offered telephone number of ###-###-####.In the interim, I note that our records indicate that her $online payment on 09/25/was systematically voided Meaning, that while there may have been a temporary hold of such funds on her banks end, we (LOCUS***) never collected such funds and her [redacted] device understandably was not replenished on said date.All in all, the above and all other warranted matters will be discussed over the telephone, whereby we'll proceed to consider this matter to be effectivley closed (in anticipation of the call).Regards, [redacted] , SrManagerCustomer Relations Operations
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]
[redacted] ID# [redacted] ( [redacted] ***)We thank Mr [redacted] for allowing us review this matter and extend our apologies for any inconveniences this issue might be causing himI reassure him that Locus Telecommunications ( [redacted] ) remains committed to customer satisfaction.Our records indicated that [redacted] device with account number [redacted] was purchased directly from Locus Telecommunications the [redacted] device is currently active I personally contacted him via phone call, he explained the device is not working properly and wish to receive a refund Mr [redacted] agreed to send the device and SIM card back to us and once we receive the device, we will issue a full refund to his credit card for the total amount purchased $The above being said and unless we hear otherwise, we respectfully consider matter closed.Regards, [redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
[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 In addition, if the customer representatives and billing department could be more knowledgeable about this promotion and explain the difference between new and existing account in any of the previous conversations, instead of keep promising he/she could fix the problem in he previous several months, it will save both of us time and effects on this issue Regards, [redacted] ***
Revdex.comRE: Complaint ID# [redacted] ( [redacted] ) In accordance with and in response to the above-referenced matter, we thank Mrs [redacted] for allowing us to review this matter We assure that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alikeThat being said and having reviewed our internal records, the mobile number transfer (Port In) request was not process and that it was cancel as due to incorrect ormissing account numberIn regards of Mrs [redacted] purchase, it appears that she obtained our products from a local retail storeSince her complaint and alleged experience(s) involves a thirdparty business entity and not Locus Telecommunication We respectfully suggest, for her to contact the third party business and follow their return or refund policyUnfortunately, we are unable to extend any direct assistance since the mobile number was never active under our service for that matter we consider this case closed Regards, [redacted] ***Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc
Good Day, I again express my sincere apologies to Mrs [redacted] for her mutually undesired experiences Having had the opportunity to recently readdress this matter with her via email (see attached), I now confidently advise all concerned parties that we're collaborating on an amicable resolution which I expect to be realized in the weeks to come That said and unless we're otherwise advised by Mrs [redacted] , I will proceed to consider this case/complaint to be adequately resolved and will nevertheless continue to work with Mrs [redacted] directly
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/ Records further showed that he added a $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 $Please allow to 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
The phone number which you can add $credits is ###-###-#### 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,
I thank Mrs.***-***for bringing this matter to our attention and re-extend our apologies for any prior, inadvertent confusion or misunderstanding size="3">I reassure her that we remain committed to customer satisfaction In conjunction with said commitment and having reviewed our internal records it appears that simple confusion and a slight delay on our part are at the root of this complaint Elaborating on such, our records show that one of our [redacted] devices/services was recharged via our website on 08/01/ At the same time, the online subscriber also enrolled in our Auto-Recharge program which [by itself] constitutes a payment equal to the service/plan value When it was all said and done, the relevant [redacted] device benefitted from two replenishments and the associated debit/credit was understandably charged twice I apologize for the confusion that derived from such [separate and distinct] actions and if such wasn’t effectively explained to Mrs.***- [redacted] at an earlier date In the end, the same records show that a $refund was issued on 08/14/on the debit/credit card ending in [redacted] whereby no additional actions are warranted on our part We’ll proceed to consider this matter previously closed and implore Mrs.***- [redacted] to not hesitate to consult our “Live” support staff if they may be of any future assistance.Regards, [redacted] , SrManagerCompliance & RegulatoryRisk Management Department [redacted]
April 8, Revdex.com Roman" size="3"> Re: Complaint ID# [redacted] ( [redacted] ) We extended our sincere apologies for any inconvenience that MrB [redacted] might have experience while using our productI reassure him that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction We search our records and were not able to find any direct SIM Card purchase from any of our available channels Since the purchase seems to involve a third party business entity and not Locus Telecommunication We cannot process a refund Due to the inconvenience we have mailed a new sim card to MrB***The new SIM Card is not active because in order to port a number into our service, MrB [redacted] will have to go to our website and go directly to the port in request section Once the port is requested the sim will be activated once the port takes place MrB***, can port the number online [redacted] or by contacting one of our representatives ( [redacted] toll free number Please do not say activate a sim card but Port IN (if the sim gets active with a new number, it will not be available to use for port) That being we respectfully consider this matter satisfactorily closed Sincerely, Compliance Coordinator, Locus Telecommunications, Inc Tell us why here
Mrs.***,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: Confirm that the SIM that you purchased at a local [to you] [redacted] *** is in fact an [redacted] Wireless GSM SIM Provide me with said SIM number Note: It should begin with [redacted] and will consist of [redacted] 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 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 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.gcorner of [redacted] ** Fort Myers, FL, etcWhile 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.eto 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.ea 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 advanceRegards, [redacted] s | SrManager - Compliance & Regulatory | Risk ManagementEmail: [redacted]
We thank Mr[redacted] for allowing us to readdress his isolated scenario and re-extend our apologies for any prior misunderstanding or confusion as neither are indicative of our commitment to satisfactionIn conjunction with our commitment and in an effort to clarify matters we respectfully note that our Auto-Recharge Program underwhich [redacted] prepaid mobile number ###-###-#### is enrolled, is functioning properly Our records indicate that any prior [temporary] interuption in service was a direct result of our being unable to collect a systematic payment by way of said program, as the registered [***] credit or debit card kept being declined by the card-issuerMore specifically, it appears that the card-corresponding digit security code (aka CVVcode) provided to us is incorrect While the aformentioned chain of events were not service-related but were instead directly dictated by the response(s) from the card-issuer, we've nevertheless extended the service on the herein-referenced [redacted] prepaid number by days which equates the approximate period that it was without service [according to our records]In conjunction with such, we've also adjusted the relevant auto-recharge account schedule to reattempt it's next systematic payment collection attempt on 05/01/14, i.eone day prior to the new airtime expiration date of 05/02/ We certainly hope that Mr[redacted] finds our response and efforts to be to his satisfaction and close by respectfully urging him to address the herein-discussed debit or credit card related matters with the relevant card-issuer or consider registering an alternate debit or credit card at his earliest convenience, as otherwise his enrollment in our autorecharge program will be futile, as such benefits are contingent on our system being able to collect the required payment Note: Our "Live" support staff remains at Mr.***s disposal 7-days a week via their ###-###-#### toll-free number Regards, Ricardo B [redacted] SrManager of Compliance [redacted]
I extend our sincere apologies for any genuinely inadvertent oversight, as it appears that while my colleagues reinstated the overall service (thus, allowing our valued customer to subsequently replenish it, bringing the service expiration date to 01/13/15) they obviously and regrettably failed to grant the extra month of [complimentary] service In light of such, I've now [personally] granted two months of complimentary service on the relevant H2O BOLT device Thus, extending the service expiration date to 03/14/ In doing so, I respectfully reiterate that the partial results of our prior efforts were the direct result of a simple and honest oversight I thank MrBruno for allowing us to once again readdress his individual concerns and wish him and his the best of Holiday Seasons [redacted] , SrManager of Customer Relations
We thank [redacted] C [redacted] for allowing us to re-address this matter and extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experiencedI assure him that we remain committed to his satisfaction In conjunction with said commitment and in an effort to effectively clarify matters, I respectfully draw everyone's attention to the area our current TERMS & CONDITIONS entitled UNLIMITED PLAN ABUSE at [redacted] where the following is publicly advertised: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial useOther uses have a disproportionate impact on network resources and are therefore considered unreasonableUnreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long durationH2O’s unlimited 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 of 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 manual routines, 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 the network (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 use The immediately aforementioned being said and while it remains mutually preferred and genuinely desired for all of our other H2O BOLT customers alike to enjoy uninterrupted service, Terms, Conditions and policies nevertheless apply and must be adheredAnd unfortunately, anyone deemed to partake in activity that falls under the aforementioned definition of “abuse” by the relevant service-corresponding underlying carrier [who monitors the network] will be subject to immediate interruption in service, with or without noticeGiven her statements, I presume that this is what previously transpired in her case The above being said, I’ll be restoring his H2O Bolt services (and granting a new, complimentary month of service) as a one-time courtesy and respectfully implore him to be more wary of his use going forward, as well as that of any family member or guest that may simultaneously rely on his H2O Bolt device, as to avoid being re-categorized as “abusive” or “unreasonable” going forward, particularly any continuous/prolonged periods of connectivity wherein an inadvertent strain on the network may directly ensueI also recommend that he power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity The above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closed Regards, [redacted] SrManager Customer Relations Operations
We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent misunderstanding and or delays in our responding to this complaint We assure all that despite what either may lead to believe, we remain committed to satisfaction In conjunction with said committment and while we continue to internally investigate the chain of events that led to the deactivation of the herein-discussed H2O Bolt device, we refer our valued customer to our services general Terms & Conditions at [redacted] d where it clearly addresses "extensive amount of traffic", "continous streaming" and other comparable scenarios which are considered to be "abusive" and or "unreasonable" and may dictate termination of service Furthermore, we've also taken the liberty of reversing our valued customers 05/01/online $recharge on the order-corresponding debit/credit card ending in Our valued customer should see a refund from us within her bank account within 3-business days from today This action/refund will stand regardless of our final assessment/findings on this matter, as it's consistent with our aforementioned commitment and further speaks to our genuine, good faith intentions Note: Refunds surrounding the device itself will need to be addressed at the place of purchase as our records don't indicate that it was purchased directly from us We close by respectfully reiterating that our final assessment on this matter will follow shortly by way of the Revdex.com online portal or through direct-email with our valued customer Whereby, we thank all parties in advance for their continued patience and kind understanding
November 23, [redacted] ***First we would like to extend our sincere apologies for any inconveniences [redacted] might have experienced while trying to use our productI reassure her that Locus Telecommunications (H2O Wireless) remains committed to customer’s satisfactionOur records indicate that the bolt device that [redacted] ordered from us was mailed to the wrong address due to a numeric address error I contacted [redacted] to make arrangements to place a new order for the bolt device; however I explained to her that her credit card will have to be charge again to add air time to the device in order to be active [redacted] said she would call me back to make sure her credit card had enough funds to cover for the airtime charge I waited several days; unfortunately she did not call me back.We are looking forward to make business with [redacted] ***, until then, we would respectfully consider this matter closed.Regards,Compliance CoordinatorRisk ManagementLocus Telecommunications, Inc
I apologize if my original response was misinterpretted or deemed unsatisfactory, as my intent was to effectively clarify and or resolve any lingering issues That said and having since had my Customer Relations colleagues assist with such matter, we've confirmed that the related [on file] CVVwas in fact correctly entered [on their end], but nevertheless declined [for reasons unknown to them/us] by the card issuer Thus, not allowing our system to previously collect the Auto-Recharge Program associated payment With regards to the "why such wasn't previously explained to our valued customer"? I regretfully, cannot offer insight on such, but do advise that I've since shared this feedback with my interdepartmental colleagues for the pupose of their: (a) Addressing such in a more effective [real-time] manner going forward and/or (b) Their taking all feasible actions to prevent a similar scenario from reoccuring I sincerely hope that Mr*** deems this update to be more satisfactory and otherwise ask that he consult our aformentioned Customer Relations staff at ###-###-#### for real-time assistance
Complaint: [redacted] I am rejecting this response because:the person, who responded, is either very unintelligent, or just pretends to beAs I mentioned, there are over countries listed on the Ultra Mobile website, that include UNLIMITED calling to the landlineI'm not talking about the Mobile DestinationI'm talking about Landline Destinations, which are listed on their Website.When I called the Customer Service for the first couple of times, they acknowledged that the LISTED international Destinations are supposed to be unlimited and it is not supposed to use international calling creditsThey also said that they had escalated the issue and I would hear from someone within 24-hours but the call back has never happened! For the next several times, when I called the customer Service, I was told that the international call credits needs to be over in order to benefit from the UNLIMITED INTERNATIONAL CALLING to the landlines, listedBut after finishing the international calling credit (that was supposed to exclude the landline listed! ( I still could not make any international calls to the listed landline destinationsWhen I called again, I was given some other ridiculous answers, was promised call back within 24-hours but nothing happened!If the Telecom communication does not get back to me immediately, to resolve the issue towards my satisfaction, the next action would be filing a complaint with the FCCPlease see the following list of International unlimited calling, advertised to be included in my plan:I sometimes wonder how the Revdex.com is to accepts such a ridiculous responses from the Revdex.com Accredited Businesses!UNLIMITED INTERNATIONALCALLING TO 60+ COUNTRIESA Andorra UNLIMITED calling to Andorra landlines.Argentina UNLIMITED calling to Argentina landlines.Australia UNLIMITED calling to Australia landlines.Austria UNLIMITED calling to Austria landlines.B Belgium UNLIMITED calling to Belgium landlines.Brazil UNLIMITED calling to Brazil landlines (Belo Horizonte, Brasilia, Curitiba, Porto Allegre, Rio de Janeiro, and Sao Paolo ).C Canada UNLIMITED calling to Canada landlines.Chile UNLIMITED calling to Chile landlines.China UNLIMITED calling to China cellular and landlines.Colombia UNLIMITED calling to Colombia landlines in Barranquilla and Cali.Costa Rica UNLIMITED calling to Costa Rica landlines.Croatia UNLIMITED calling to Croatia landlines.Cyprus UNLIMITED calling to Cyprus landlines.Czech RepUNLIMITED calling to Czech Republic landlines.D DenmarkDominican Rep.UNLIMITED calling to Denmark landlines.UNLIMITED calling to Dominican Republic landlines and 1829.F France UNLIMITED calling to France landlines.G Germany UNLIMITED calling to Germany landlines.Greece UNLIMITED calling to Greece landlines.Guam UNLIMITED calling to Guam landlines.H Hong Kong UNLIMITED calling to Hong Kong cellular and landlines.Hungary UNLIMITED calling to Hungary landlines.I India UNLIMITED calling to India landlines.Indonesia UNLIMITED calling to Indonesia landlines in Bandung and Jakarta.Ireland UNLIMITED calling to Ireland landlines.Israel UNLIMITED calling to Israel cellular and landlines (exclude Israel Palestine).Italy UNLIMITED calling to Italy landlines.J Japan UNLIMITED calling to Japan landlines.L Latvia UNLIMITED calling to Latvia landlines.Luxembourg UNLIMITED calling to Luxembourg landlines.M Malaysia UNLIMITED calling to Malaysia landlines.Malta UNLIMITED calling to Malta landlines.Mexico UNLIMITED calling to Mexico landlines.N Netherlands UNLIMITED calling to Netherlands landlines.New Zealand UNLIMITED calling to New Zealand landlines.Norway UNLIMITED calling to Norway landlines.P Peru UNLIMITED calling to Peru landlines.Poland UNLIMITED calling to Poland landlines.Portugal UNLIMITED calling to Portugal cellular and landlines.R Romania UNLIMITED calling to Romania landlines.Russia UNLIMITED calling to Russia landlines.S Singapore UNLIMITED calling to Singapore cellular and landlines.Slovakia UNLIMITED calling to Slovakia landlines.Slovenia UNLIMITED calling to Slovenia landlines.South Korea UNLIMITED calling to South Korea landlines.Spain UNLIMITED calling to Spain landlines.Sweden UNLIMITED calling to Sweden landlines.Switzerland UNLIMITED calling to Switzerland landlines.T Taiwan UNLIMITED calling to Taiwan landlines.U United Kingdom UNLIMITED calling to United Kingdom landlines.V Venezuela UNLIMITED calling to Venezuela landlines.Regards, [redacted]
We thank our valued customer for bringing his matter to our attention and extend our sincere, humble apologies for any mutually undesired experience(s) he's endured I reassure him that we remain committed to his satisfaction despite what such may have temporarily led him to believe.In conjunction with such and in an effort to clarify matters, it unfortunately appears that the autorecharge $payment systematically attempted on 09/29/was DECLINED by the card issuing bank, thus temporarily suspending his autorecharge account and equally unfortunately facilitating the [then] temporary interuption in service due to non-payment.I apologize if this chain of events wasn't cleary explained to Mr [redacted] during his prior communications with us and assure him that all internally concerned parties will [now] take the appropriate actions to make certain that the same doesn't recur going forward, as our relationship with our clients is paramount to us.The above being said and as a show of good faith (though everything appears to have since been resolved) we've taken the liberty of refunding one of Mr [redacted] 's prior $online payments against a debit/credit card ending in *** Said refund should be apparent in approximately 3-business days, though actual processing times may vary by financial institution.I sincerely hope that Mr [redacted] finds my response(s)/action(s) to be more consistent with our aforementoined commitment and I'll proceed to consider this matter to be effectivley closed if I fail to hear otherwise.Regards, [redacted] , SrManagerCustomer Relations Operations
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.erestoration of service and one complimentary month I await her kind response and thank her in advance for her continued time, patience, understanding and flexibility
We thank Mrs [redacted] for bringing this matter to our attention and extend our sincere apologies for any mutually undesired experiences that she's inadvertently endured I reassure her that we remain committed to her satisfaction In conjunction with such and in an effort to resolve her matter effectively, one of our "Live" support staff members will be attempting to reach her at her therein offered telephone number of ###-###-####.In the interim, I note that our records indicate that her $online payment on 09/25/was systematically voided Meaning, that while there may have been a temporary hold of such funds on her banks end, we (LOCUS***) never collected such funds and her [redacted] device understandably was not replenished on said date.All in all, the above and all other warranted matters will be discussed over the telephone, whereby we'll proceed to consider this matter to be effectivley closed (in anticipation of the call).Regards, [redacted] , SrManagerCustomer Relations Operations
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]
[redacted] ID# [redacted] ( [redacted] ***)We thank Mr [redacted] for allowing us review this matter and extend our apologies for any inconveniences this issue might be causing himI reassure him that Locus Telecommunications ( [redacted] ) remains committed to customer satisfaction.Our records indicated that [redacted] device with account number [redacted] was purchased directly from Locus Telecommunications the [redacted] device is currently active I personally contacted him via phone call, he explained the device is not working properly and wish to receive a refund Mr [redacted] agreed to send the device and SIM card back to us and once we receive the device, we will issue a full refund to his credit card for the total amount purchased $The above being said and unless we hear otherwise, we respectfully consider matter closed.Regards, [redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
[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 In addition, if the customer representatives and billing department could be more knowledgeable about this promotion and explain the difference between new and existing account in any of the previous conversations, instead of keep promising he/she could fix the problem in he previous several months, it will save both of us time and effects on this issue Regards, [redacted] ***
Revdex.comRE: Complaint ID# [redacted] ( [redacted] ) In accordance with and in response to the above-referenced matter, we thank Mrs [redacted] for allowing us to review this matter We assure that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alikeThat being said and having reviewed our internal records, the mobile number transfer (Port In) request was not process and that it was cancel as due to incorrect ormissing account numberIn regards of Mrs [redacted] purchase, it appears that she obtained our products from a local retail storeSince her complaint and alleged experience(s) involves a thirdparty business entity and not Locus Telecommunication We respectfully suggest, for her to contact the third party business and follow their return or refund policyUnfortunately, we are unable to extend any direct assistance since the mobile number was never active under our service for that matter we consider this case closed Regards, [redacted] ***Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc