In response to this matter and having briefly spoken with Mr [redacted] over the telephone moments ago, I again extend my sincere apologies for any mutually undesireable experiences and reassure Mr[redacted] (and his father by extension) that we remain committed to customer satisfaction In conjunction with such commitment and in accordance with Mr[redacted] wishes expressed within his complaint as reiterated during our conversation his online purchase will be reversed within the next business hours Subsequently, Mr [redacted] will observe a credit in the order equivalent amount within 3-business days, though actual processing times may vary by financial institution We close by thanking Mr[redacted] for having considered our services and hope to be of service to him in the future Regards, [redacted] Compliance & Regulatory Risk Management Department [redacted]
We thank Mrs [redacted] for allowing us to readdress this matter and apologize for any inconveniences or misunderstandings that she may have inadvertently experienced We assure her that despite what such may have led her to believe, we remain committed to her satisfaction In conjunction with said commitment and having reviewed the matters pertaining to her individual experiences or concerns, I regretfully concur that the prepaid service under the H2O Bolt device specified within her complaint was in fact been terminated at the request of the underlying carrier, citing that it breached the terms of said service as found at (https://bolt.h2owirelessnow.com/mainControl.php?page=Tc#authorized) More specifically, it recorded activity deemed to be “unreasonable” or “excessive” That being said and in an effort to proceed in a manner that is mutually satisfactory, I’ve now restored the service and ask that our valued customer “power cycle” her device, meaning powering it off and powering it back on moments after, so that it may recognize and accept the changes The new expiration date on the device is 08/13/ We’ve also refunded her two $recharges processed in June emphasizing that one was not a “duplicate” or “unauthorized” but that instead that it failed to result in a product service replenishment because the wrong ActFast code was entered, i.e [redacted] instead of [redacted] In closing, we hope that our valued customer deem our actions to be more consistent with our aforementioned commitment and strongly urge her to be more wary of her usage/activity as any future “excessive” or “abusive” use may result in similar, abrupt interruption of her service for which we’ll unfortunately not be able to extend the same recourse/courtesies Note: Perhaps consider turning it off while you’re at work so that nobody else may access it, etc
We thank Mr [redacted] for allowing us to re-address his individual concern and extend our heartfelt apologies for any confusion, frustration and or delay(s) inadvertently experienced I assure him that we remain committed to her satisfactionIn conjunction with said commitment, I’ve taken the liberty of reinstating his [redacted] service and providing it with one month of complimentary service The new/current expiration date of service is 11/22/ I simply ask that he reboot his [redacted] device, so that it may recognize the changes and establish a new connection to the underlying carrier network Additionally and because we unfortunately cannot accept returns on items purchased by way of a 3rd party, nor on merchandise purchased from us beyond the most recent 14-day period, I’ve also proceeded to refund Mr[redacted] most recent online $replenishment as processed on 09/17/ Said refund should be apparent on Mr[redacted] [redacted] card/account ending in [redacted] within 3-business days although actual processing times may vary by financial institution That being said and in an attempt to clarify the “using it too much” reference, I respectfully refer Mr [redacted] to the area within our online TERMS & CONDITIONS\Authorized Use Policy as found at [redacted] wherein the below is located: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable use [redacted] 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 duration [redacted] 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 In conclusion, anyone deemed to partake in activity that falls under the aforementioned scenarios (i.eviolating our service T&C’s/policy) by the relevant service-corresponding underlying carrier [who monitors the network] will unfortunately be subject to immediate interruption in service, with or without notice Note: It unfortunately appears that Mr [redacted] ***t pre-deactivation activity was deemed as such by the underlying carrier, thus resulting in the mutually undesired experience now being discussed In light of such and now that Mr [redacted] service has been reinstated (by me) I respectfully implore Mr [redacted] to be more wary of his use and or of that of any family member/guest that may simultaneously relying on his [redacted] *** 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 underlying carrier network may directly ensue I also recommend that he power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity All in all, I sincerely hope that Mr [redacted] finds my overall efforts to be more consistent with our originally referenced commitment and remind him that our “Live” support staff remain at his eager disposal by way of our ###-###-#### toll-free customer support number if we may be of any assistance in the future, as we’ll proceed to consider this individual matter to be effectively closed Regards, [redacted] SrManager Customer Relations Operations
We thank Mrs [redacted] for allowing us to re-address her individual scenario and re-extend our apologies for any prior, inadvertent confusion or misunderstanding as I reassure her that we remain empathetic to her unfortunate situationWhereby, I'm confident that my customer service colleagues had no malicious intentions and simply proceeded in a manner consistent with their individual findings or lack thereof and our current policies, i.ereturn policies That said and as no scenario-specific detailed information has been made avaialble to me via this complaint I'm regretfully, unable to offer any feasible assistance at this time and will instead attempt to reach out to MrsDanielle via her herein-stipulated daytime telephone number later today in an effort to obtain such information and subsequently deduce the correct course of action (if any) In the interim, I respectfully note the following:1) If in fact MrsDanielle is an unfortunate victim of fraud, it remains in her best interest to discuss this matter with her card-issuer, so that she may dispute the alleged unauthorized charges & take the necessary steps to prevent any additional unauthorized charges.2) Our herein-referenced H2O Wireless GSM service is exclusively prepaidAs such, end user identity is never established via formal contracts or service agreements.3) As is concisely conveyed within the "Return" area of our [current] Terms & Conditions at https://www.h2owirelessnow.com/mainControl.php?page=Tc#return prepaid airtime is simply non-refundable4) If in fact fraud has occured, we're victims too, i.evictims are typically compensated by their financial institutions, but the merchants have the associated funds removed by way of a "chargeback" This, despite goods/services being previously providedAll in all, I look forward to speaking with Mrs [redacted] in the hopes of reaching an amicable resolution to this matter, even if we remain unable to accommodate her desired refundsUpdates to follow
Revdex.comRE: Complaint ID# [redacted] In accordance with and in response to the above-referenced matter, we thank Mr [redacted] for allowing us to review this matter We reassure him that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alike.Mr [redacted] mention a problem in regards to the MMS We do not recommend for our customers to jailbreaking devices instead we encourages the use of native messaging platforms such as iMessageWe apologize for any misunderstanding in this regard.Our records indicate that MDN ###-###-#### is no longer under any Locus Telecommunications services, however it appeared in our system’s history as the number being successfullyreleased and ported out on June 5, Mr [redacted] was not able to use our serviceUnder those circumstances we have process a refund to the original credit card used for those purchases made directly from us in a total amount of $In addition, since the SIM card was purchased through a third party, He told us via email not to worry about that particular purchaseThe above being said, we respectfully consider this matter closed
Revdex.comRe: Complaint ID# [redacted] ( [redacted] ) In response to the below matter I open by re-extending our genuine apologies for any confusion or misunderstanding Mr./Mrs [redacted] may have individually experienced I reassure him that despite what his individual experience might have been, we remain committed to our customer’s satisfactionOur records show that Mobile number [redacted] has a $prepaid planRecords further showed that some international calls were placed to destination number in Germany the number called appear to be registered as a cell phone number which is not part of the unlimited plan Out of courtesy we added $credit to his International allowance At the same time, we also like to share our Unlimited International 50+ Countries by logging into our websitehttps://www.h2owirelessnow.com/mainControl.php?page=destinationFinderWe would also like to mention that our “Terms and Conditions” further states that some mobile numbers might be subject to rate changes Charges You agree to have your prepaid account debited for all usage and other charges associated with your Device, even if you were not the user of, and did not authorize, its useCharges include, without limitation, monthly recurring access charges, charges based on actual usage and all applicable taxes and regulatory feesYou agree that we may deduct from your account balance all federal, state and local taxes, fees, and other assessments that we are required by law to collect and remit to thegovernment on the Service we provide youDirectory assistance, premium SMS, no answer/busy transfer, caller ID, caller ID block, and roaming not available with any plan3-way calling, call forwarding, call waiting, and voicemail features included; talk rates apply where applicableWhen calling outside the U.S., additional charges will applyAdvertised international rates may not apply to calls made to foreign mobile phones or to off network/special locations and in some instances may be higherInternational Long Distance (“ILD”) balance does not roll over upon monthly plan expirationILD cannot be replenished if used prior to the expiration of your monthly planFor pay as you go plans, international calls are charged at the applicable international rate plus airtime, except for select international destinations that are included at no extra charge (i.eairtime charge only)Restrictions on certain countries may applyAll rates and fees are subject to change without noticeFor current charges and fees, call Customer Service or visit h2owirelessnow.comYou can find the above info at: https://www.h2owirelessnow.com/mainControl.php?page=TcIn conclusion, we remain eager, willing and available to discuss all product/service related matters with Mr [redacted] by way of our (800) [redacted] toll-free number [redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
Revdex.comConsumer Affairs BureauRe: Complaint ID# [redacted] ( [redacted] ) First we would like to extend our sincere apologies to Mrs [redacted] for any delays and inconveniences that might have occurred and assured her, that we reaming committed to customer satisfaction The Bolt device she returned has been received and a refund has been issue to Mrs [redacted] credit card for a total of $today 02/12/The above being said, we respectfully consider this matter effectible closed[redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
We thank Mrs [redacted] for allowing us to re-address her matter and extend our sincere apologies for any inadvertent and mutually undesired experiences that she's encountered while porting her number from her old service provider to our *** Wireless GSM prepaid service I reassure her that we remain committed to her satisfaction.In conjunction with such and although our records indicate that the relevant mobile number was successfully ported into our aforementioned service on 08/07/we'll proceed to consult our underlying carrier (i.e***) to better determine if any feasble action may be taken our end to corroborate and alleviate (if applicable) Mrs [redacted] current dilemma.In the interim, I respectfully note that [redacted] (aka ***) may only take possession of a number by: (a) it being assigned to us by our herein-referenced underlying carrier, or (b) it being released to us by an alternate service provider by way of a number transfer (aka port-in) Whereby, while I sympathize with Mrs [redacted] for her mutually undesired predicament and certainly anticipate extending our exhaustive support, hastly assumptions should not be made that "we" (***) are the responsible parties for said isolated predicament, as I reiterate that our records indicate that all transpired as normal.Updates will follow by way of email as they become available.Regards, [redacted] , SrManagerCustomer Relations Operations [redacted]
We thank Mrs [redacted] for allowing us to re-address her individual concern and extend our heartfelt apologies for any inadvertent misunderstanding, confusion and or inconveniences experienced I assure her that we remain committed to her satisfactionIn conjunction with said commitment and in an effort to effectively investigate her concern, I require the relevant H2O BOLT product ID (aka MAC ID) I’ve attempted to locate this information on my own, with any and all information thus far provided by way of her complaint form, to no avail While I await said information, I seize the opportunity to address the subject of UNLIMITED PLAN ABUSE as publicly addressed at https://www.h2owirelessnow.com/mainControl.php?page=Tc#authorized as follows: 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 Mrs [redacted] and 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 notice Given her statements, I presume that this is what previously transpired in Mrs [redacted] ’s case In light of such and anticipating that I’ll be restoring Mrs [redacted] ’s H2O Bolt services (and granting a new, complimentary month of service) once she’s provided the necessary MAC ID and I’ve confirmed my suspicions to be true, I proceed to prematurely implore her to be more wary of her use going forward, as well as that of any family member or guest that may simultaneously rely on her 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 ensue I also recommend that she power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity All in all, I await Mrs [redacted] ’s response and note that we’ll be simultaneously attempting to contact her by way of her complaint-stipulated daytime contact number in the interest of time and customer satisfaction The above being said and as we anticipate resolving this matter in a mutually acceptable and amicable manner, I’ll proceed to consider this individual matter to be effectively closed
Complaint: [redacted] I am rejecting this response because: There is no choice on the Revdex.com form except "accept" or "reject", and "accept" appears to be set up in such a way that it implies both acceptance and resolutionWhether that's actually the case or not, it isn't clearI believe I made myself perfectly clear that the accounts were to be cancelledIt has now taken themhow long? to respond to the complaint, and are now making excuses that they're not sure which if either account should be cancelled, as they both show activityThey show activity because they have failed to cancel the accounts per my requestSpecifically, the line associated with my account (phone number ending in ***) is showing nothing but periodic "call forwarding" transactions for $I never enabled call forwarding on the account/device, so I don't know what the source is; possibly some kind of automatic voice mail forwarding that I wasn't aware ofIn the case of the line associated with my wife's account (phone number ending in ***), there are similar call forwarding messages - and a PILE of "SMS Terminating" messages for which the account appears to be charged and/or subsequently credited back cents per messageI can only guess that these are either SPAM messages, or text intended for the prior owner of the numberThe response states: "We are willing to process a refund for the device; however we need to receive itAt this point we are asking Mr [redacted] provided [redacted] tracking number in order for us to investigate." Clearly, they either never received and/or never bothered to completely read my last response to them, indicating that they failed to provide a [redacted] return label with the replaced phoneAs I stated in that particular e-mail: "Someone needs to immediately send me a return label so that the [redacted] phone can be returned at your company’s expense." I still haven't received a return label; so, for the second time, "someone needs to immediately send me a return label"The company has apparently not read the "Desired Outcome/Settlement" section of the complaint; as they have not provided what I requested, I do not accept their response Regards, [redacted]
Revdex.comConsumer AffairsRe: Complaint ID# [redacted] ( [redacted] In response to the above reference matter, we took the liberty to contact Mr [redacted] directly and we expressed our sincere apologies any inconvenience or misunderstandings that may have occurred while using one of our productsWe reassured him that Locus Telecommunications is committed to customer’s satisfactionWe proceed to provide full credit to Mr [redacted] calling card (attached email) In light of the above-summarized we’ll proceed to consider this matter to be effectively resolved and closed, unless we hear otherwise 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 Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to mePlease provide me with information on how to redeem my free month of service *
We ask that our valued customer please excuse any prior, inadvertent confusion caused by the systematic face="Calibri">actions previously taken and note that their [redacted] *** service will be restored within the next few hours from this correspondence (today, 12/16/14) Their device will equally receive a new month of [complimentary] service, as a token of sincere apologies for any inconveniences and or delays experienced.The relevant [redacted] device will simply need to be power-cycled (i.eturned off and back on) to accept our changes That said, I regretfully advise that the actions previously taken were the result of the underlying carrier having flagged the relevant [redacted] *** device for "abuse", which resulted in the mutually undesired outcome we readdress herein In an effort to prevent the same from recurring, we invite our valued customer to review the AUTHORIZED USE policy located within the services overall TERMS & CONDITIONS at [redacted] .We thank our valued customer for their time and understanding and respectfully insist that they directly contact us by way of our below-depicted toll free number if we may be of any additional product/service assistance, as we'll otherwise consider this matter to be effectively closed.Regards, [redacted] | SrManager - Efficiency & Effectiveness | Customer Relations Department Office: ###-###-####
Revdex.com ID# [redacted] ( [redacted] ) face="Times New Roman" size="3"> In response to the above referenced matter I extend our apologies for any misunderstanding or inconvenience that you may have experienced I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records further show MDN [redacted] 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] It was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted Once the account brakes the terms and conditions regarding excess data we are no longer able to restore the mobile number under H2O Wireless service Ms [redacted] you have been a faithful customer since and for that reason; we have process a refund for the last payment processed on 5/7/as a onetime courtesy We respectfully consider this matter closed Regards, Compliance Coordinator Locus Telecommunications LLC
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
We thank you for allowing us to readdress this matter and apologize for the unusual delay in responding That said and having reviewed the claim made by our valued customer we advise that our internal records don't support such Instead, all records indicate that all plan-corresponding balances/allowances were rendered on 01/28/following a $recharge/payment The same records also indicate that said balances were gradually depleted by way of day to day usage In light of such we'd normally not act as such simply isn't warranted Nevertheless, we wish to effectively display our commitment to satisfaction to our valued customer and thus, have applied a complimentary $airtime PIN to his relevant H2O Wireless GSM prepaid mobile number, thus extending his expiration date by days (from today) and restore all plan-corresponding feature balances We certainly hope that Mr [redacted] finds our actions to be to his satisfaction and otherwise remind him that our "Live" support staff remain at his eager disposal between the hours of 9am-12am ET via our ###-###-#### toll free number Regards, [redacted] @locus.net
Revdex.comCase# [redacted] (Mrs [redacted] )In response to the above referenced matter I open by re-extending our genuine apologies to Mrs [redacted] for any confusion or misunderstanding that he may have individually experienced I reassure her that despite what her individual experience may have led her to believe, we remain committed to customer satisfaction.In conjunction with said commitment we advise that the relevant H2O Wireless GSM Prepaid mobile number ###-###-#### is currently under and active, however phone needed to be reconfigured We advised Mrs [redacted] that her daughter need to contact customer service department to make sure the phone was configured properlyHowever due to the inconvenience I process a refund to Mrs [redacted] Credit card date 3/24/in the amount of $60.00In conclusion, we remain eager, willing and available to discuss all product/service related matters with Mrs [redacted] our ###-###-#### toll free numberThat been said we will respectfully consider this matter closed
We thank our valued former customer for allowing us to address this matter and extend our sincere apologies for any prior and or current confusion or frustration inadvertently experienced That said and in an effort to clarify matters, we respectfully note that the billing process of our former *** international long distance service worked as follows where “ [redacted] ” (aka [redacted] *** accounts were concerned:(1) Upon initial registration a $USD “authorization” was processed against the account-registered debit/credit card.(2) This assured us that our then-new customer’s debit/credit card [at minimum] possessed an available $USD to draw from at the end of the billing cycle.(3) An authorization is not to be confused with a “charge”, as authorizations are only temporary and “typically” aren’t collected against.(4) We only collected the monetary equivalent of whatever *** service/account activity actually occurred within a given billing cycle.Having now reviewed any and all billing archives associated with the herein-referenced, former *** account, I humbly reassure all concerned parties that $USD was never actually collected against any account-registered debit/credit card during said accounts life-span, i.e11/08/10-12/31/ Whereby, no actions are warranted.We certainly hope that this explanation is deemed satisfactory and otherwise respectfully insist that our valued former customer consult a “Live” teller or support staff member within his card-issuing bank to reconcile his prior payments to us, for the purpose of confirming my statements, i.ethat we never “collected” $USD, but instead, merely processed “authorization(s)” in such monetary amount.We remain at everyone’s eager disposal and will proceed to consider this matter closed, if we fail to be advised otherwise Regards, [redacted] , SrManager of Risk Management / [redacted]
Revdex.com RE: ID# [redacted] ( [redacted] ***) Mr./ Mrs [redacted] mentions several issues he/she encounteredOne is regarding terms and conditions, which all our packaging includes our booklet and reference to go to our website In regards to his phone being suspended (frozen,) please know numbers can be port out within days from frozen or suspended statusWe do not have any issues in providing the pin number or account number to our customer for them to port out I apologize again if there was any misunderstanding from our side Regards, [redacted] Compliance Coordinator Risk Management Department Locus Telecommunications, Inc
In response to this matter and having briefly spoken with Mr [redacted] over the telephone moments ago, I again extend my sincere apologies for any mutually undesireable experiences and reassure Mr[redacted] (and his father by extension) that we remain committed to customer satisfaction In conjunction with such commitment and in accordance with Mr[redacted] wishes expressed within his complaint as reiterated during our conversation his online purchase will be reversed within the next business hours Subsequently, Mr [redacted] will observe a credit in the order equivalent amount within 3-business days, though actual processing times may vary by financial institution We close by thanking Mr[redacted] for having considered our services and hope to be of service to him in the future Regards, [redacted] Compliance & Regulatory Risk Management Department [redacted]
We thank Mrs [redacted] for allowing us to readdress this matter and apologize for any inconveniences or misunderstandings that she may have inadvertently experienced We assure her that despite what such may have led her to believe, we remain committed to her satisfaction In conjunction with said commitment and having reviewed the matters pertaining to her individual experiences or concerns, I regretfully concur that the prepaid service under the H2O Bolt device specified within her complaint was in fact been terminated at the request of the underlying carrier, citing that it breached the terms of said service as found at (https://bolt.h2owirelessnow.com/mainControl.php?page=Tc#authorized) More specifically, it recorded activity deemed to be “unreasonable” or “excessive” That being said and in an effort to proceed in a manner that is mutually satisfactory, I’ve now restored the service and ask that our valued customer “power cycle” her device, meaning powering it off and powering it back on moments after, so that it may recognize and accept the changes The new expiration date on the device is 08/13/ We’ve also refunded her two $recharges processed in June emphasizing that one was not a “duplicate” or “unauthorized” but that instead that it failed to result in a product service replenishment because the wrong ActFast code was entered, i.e [redacted] instead of [redacted] In closing, we hope that our valued customer deem our actions to be more consistent with our aforementioned commitment and strongly urge her to be more wary of her usage/activity as any future “excessive” or “abusive” use may result in similar, abrupt interruption of her service for which we’ll unfortunately not be able to extend the same recourse/courtesies Note: Perhaps consider turning it off while you’re at work so that nobody else may access it, etc
We thank Mr [redacted] for allowing us to re-address his individual concern and extend our heartfelt apologies for any confusion, frustration and or delay(s) inadvertently experienced I assure him that we remain committed to her satisfactionIn conjunction with said commitment, I’ve taken the liberty of reinstating his [redacted] service and providing it with one month of complimentary service The new/current expiration date of service is 11/22/ I simply ask that he reboot his [redacted] device, so that it may recognize the changes and establish a new connection to the underlying carrier network Additionally and because we unfortunately cannot accept returns on items purchased by way of a 3rd party, nor on merchandise purchased from us beyond the most recent 14-day period, I’ve also proceeded to refund Mr[redacted] most recent online $replenishment as processed on 09/17/ Said refund should be apparent on Mr[redacted] [redacted] card/account ending in [redacted] within 3-business days although actual processing times may vary by financial institution That being said and in an attempt to clarify the “using it too much” reference, I respectfully refer Mr [redacted] to the area within our online TERMS & CONDITIONS\Authorized Use Policy as found at [redacted] wherein the below is located: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable use [redacted] 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 duration [redacted] 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 In conclusion, anyone deemed to partake in activity that falls under the aforementioned scenarios (i.eviolating our service T&C’s/policy) by the relevant service-corresponding underlying carrier [who monitors the network] will unfortunately be subject to immediate interruption in service, with or without notice Note: It unfortunately appears that Mr [redacted] ***t pre-deactivation activity was deemed as such by the underlying carrier, thus resulting in the mutually undesired experience now being discussed In light of such and now that Mr [redacted] service has been reinstated (by me) I respectfully implore Mr [redacted] to be more wary of his use and or of that of any family member/guest that may simultaneously relying on his [redacted] *** 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 underlying carrier network may directly ensue I also recommend that he power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity All in all, I sincerely hope that Mr [redacted] finds my overall efforts to be more consistent with our originally referenced commitment and remind him that our “Live” support staff remain at his eager disposal by way of our ###-###-#### toll-free customer support number if we may be of any assistance in the future, as we’ll proceed to consider this individual matter to be effectively closed Regards, [redacted] SrManager Customer Relations Operations
We thank Mrs [redacted] for allowing us to re-address her individual scenario and re-extend our apologies for any prior, inadvertent confusion or misunderstanding as I reassure her that we remain empathetic to her unfortunate situationWhereby, I'm confident that my customer service colleagues had no malicious intentions and simply proceeded in a manner consistent with their individual findings or lack thereof and our current policies, i.ereturn policies That said and as no scenario-specific detailed information has been made avaialble to me via this complaint I'm regretfully, unable to offer any feasible assistance at this time and will instead attempt to reach out to MrsDanielle via her herein-stipulated daytime telephone number later today in an effort to obtain such information and subsequently deduce the correct course of action (if any) In the interim, I respectfully note the following:1) If in fact MrsDanielle is an unfortunate victim of fraud, it remains in her best interest to discuss this matter with her card-issuer, so that she may dispute the alleged unauthorized charges & take the necessary steps to prevent any additional unauthorized charges.2) Our herein-referenced H2O Wireless GSM service is exclusively prepaidAs such, end user identity is never established via formal contracts or service agreements.3) As is concisely conveyed within the "Return" area of our [current] Terms & Conditions at https://www.h2owirelessnow.com/mainControl.php?page=Tc#return prepaid airtime is simply non-refundable4) If in fact fraud has occured, we're victims too, i.evictims are typically compensated by their financial institutions, but the merchants have the associated funds removed by way of a "chargeback" This, despite goods/services being previously providedAll in all, I look forward to speaking with Mrs [redacted] in the hopes of reaching an amicable resolution to this matter, even if we remain unable to accommodate her desired refundsUpdates to follow
Revdex.comRE: Complaint ID# [redacted] In accordance with and in response to the above-referenced matter, we thank Mr [redacted] for allowing us to review this matter We reassure him that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alike.Mr [redacted] mention a problem in regards to the MMS We do not recommend for our customers to jailbreaking devices instead we encourages the use of native messaging platforms such as iMessageWe apologize for any misunderstanding in this regard.Our records indicate that MDN ###-###-#### is no longer under any Locus Telecommunications services, however it appeared in our system’s history as the number being successfullyreleased and ported out on June 5, Mr [redacted] was not able to use our serviceUnder those circumstances we have process a refund to the original credit card used for those purchases made directly from us in a total amount of $In addition, since the SIM card was purchased through a third party, He told us via email not to worry about that particular purchaseThe above being said, we respectfully consider this matter closed
Revdex.comRe: Complaint ID# [redacted] ( [redacted] ) In response to the below matter I open by re-extending our genuine apologies for any confusion or misunderstanding Mr./Mrs [redacted] may have individually experienced I reassure him that despite what his individual experience might have been, we remain committed to our customer’s satisfactionOur records show that Mobile number [redacted] has a $prepaid planRecords further showed that some international calls were placed to destination number in Germany the number called appear to be registered as a cell phone number which is not part of the unlimited plan Out of courtesy we added $credit to his International allowance At the same time, we also like to share our Unlimited International 50+ Countries by logging into our websitehttps://www.h2owirelessnow.com/mainControl.php?page=destinationFinderWe would also like to mention that our “Terms and Conditions” further states that some mobile numbers might be subject to rate changes Charges You agree to have your prepaid account debited for all usage and other charges associated with your Device, even if you were not the user of, and did not authorize, its useCharges include, without limitation, monthly recurring access charges, charges based on actual usage and all applicable taxes and regulatory feesYou agree that we may deduct from your account balance all federal, state and local taxes, fees, and other assessments that we are required by law to collect and remit to thegovernment on the Service we provide youDirectory assistance, premium SMS, no answer/busy transfer, caller ID, caller ID block, and roaming not available with any plan3-way calling, call forwarding, call waiting, and voicemail features included; talk rates apply where applicableWhen calling outside the U.S., additional charges will applyAdvertised international rates may not apply to calls made to foreign mobile phones or to off network/special locations and in some instances may be higherInternational Long Distance (“ILD”) balance does not roll over upon monthly plan expirationILD cannot be replenished if used prior to the expiration of your monthly planFor pay as you go plans, international calls are charged at the applicable international rate plus airtime, except for select international destinations that are included at no extra charge (i.eairtime charge only)Restrictions on certain countries may applyAll rates and fees are subject to change without noticeFor current charges and fees, call Customer Service or visit h2owirelessnow.comYou can find the above info at: https://www.h2owirelessnow.com/mainControl.php?page=TcIn conclusion, we remain eager, willing and available to discuss all product/service related matters with Mr [redacted] by way of our (800) [redacted] toll-free number [redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
Revdex.comConsumer Affairs BureauRe: Complaint ID# [redacted] ( [redacted] ) First we would like to extend our sincere apologies to Mrs [redacted] for any delays and inconveniences that might have occurred and assured her, that we reaming committed to customer satisfaction The Bolt device she returned has been received and a refund has been issue to Mrs [redacted] credit card for a total of $today 02/12/The above being said, we respectfully consider this matter effectible closed[redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
We thank Mrs [redacted] for allowing us to re-address her matter and extend our sincere apologies for any inadvertent and mutually undesired experiences that she's encountered while porting her number from her old service provider to our *** Wireless GSM prepaid service I reassure her that we remain committed to her satisfaction.In conjunction with such and although our records indicate that the relevant mobile number was successfully ported into our aforementioned service on 08/07/we'll proceed to consult our underlying carrier (i.e***) to better determine if any feasble action may be taken our end to corroborate and alleviate (if applicable) Mrs [redacted] current dilemma.In the interim, I respectfully note that [redacted] (aka ***) may only take possession of a number by: (a) it being assigned to us by our herein-referenced underlying carrier, or (b) it being released to us by an alternate service provider by way of a number transfer (aka port-in) Whereby, while I sympathize with Mrs [redacted] for her mutually undesired predicament and certainly anticipate extending our exhaustive support, hastly assumptions should not be made that "we" (***) are the responsible parties for said isolated predicament, as I reiterate that our records indicate that all transpired as normal.Updates will follow by way of email as they become available.Regards, [redacted] , SrManagerCustomer Relations Operations [redacted]
We thank Mrs [redacted] for allowing us to re-address her individual concern and extend our heartfelt apologies for any inadvertent misunderstanding, confusion and or inconveniences experienced I assure her that we remain committed to her satisfactionIn conjunction with said commitment and in an effort to effectively investigate her concern, I require the relevant H2O BOLT product ID (aka MAC ID) I’ve attempted to locate this information on my own, with any and all information thus far provided by way of her complaint form, to no avail While I await said information, I seize the opportunity to address the subject of UNLIMITED PLAN ABUSE as publicly addressed at https://www.h2owirelessnow.com/mainControl.php?page=Tc#authorized as follows: 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 Mrs [redacted] and 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 notice Given her statements, I presume that this is what previously transpired in Mrs [redacted] ’s case In light of such and anticipating that I’ll be restoring Mrs [redacted] ’s H2O Bolt services (and granting a new, complimentary month of service) once she’s provided the necessary MAC ID and I’ve confirmed my suspicions to be true, I proceed to prematurely implore her to be more wary of her use going forward, as well as that of any family member or guest that may simultaneously rely on her 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 ensue I also recommend that she power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activity All in all, I await Mrs [redacted] ’s response and note that we’ll be simultaneously attempting to contact her by way of her complaint-stipulated daytime contact number in the interest of time and customer satisfaction The above being said and as we anticipate resolving this matter in a mutually acceptable and amicable manner, I’ll proceed to consider this individual matter to be effectively closed
Complaint: [redacted] I am rejecting this response because: There is no choice on the Revdex.com form except "accept" or "reject", and "accept" appears to be set up in such a way that it implies both acceptance and resolutionWhether that's actually the case or not, it isn't clearI believe I made myself perfectly clear that the accounts were to be cancelledIt has now taken themhow long? to respond to the complaint, and are now making excuses that they're not sure which if either account should be cancelled, as they both show activityThey show activity because they have failed to cancel the accounts per my requestSpecifically, the line associated with my account (phone number ending in ***) is showing nothing but periodic "call forwarding" transactions for $I never enabled call forwarding on the account/device, so I don't know what the source is; possibly some kind of automatic voice mail forwarding that I wasn't aware ofIn the case of the line associated with my wife's account (phone number ending in ***), there are similar call forwarding messages - and a PILE of "SMS Terminating" messages for which the account appears to be charged and/or subsequently credited back cents per messageI can only guess that these are either SPAM messages, or text intended for the prior owner of the numberThe response states: "We are willing to process a refund for the device; however we need to receive itAt this point we are asking Mr [redacted] provided [redacted] tracking number in order for us to investigate." Clearly, they either never received and/or never bothered to completely read my last response to them, indicating that they failed to provide a [redacted] return label with the replaced phoneAs I stated in that particular e-mail: "Someone needs to immediately send me a return label so that the [redacted] phone can be returned at your company’s expense." I still haven't received a return label; so, for the second time, "someone needs to immediately send me a return label"The company has apparently not read the "Desired Outcome/Settlement" section of the complaint; as they have not provided what I requested, I do not accept their response Regards, [redacted]
Revdex.comConsumer AffairsRe: Complaint ID# [redacted] ( [redacted] In response to the above reference matter, we took the liberty to contact Mr [redacted] directly and we expressed our sincere apologies any inconvenience or misunderstandings that may have occurred while using one of our productsWe reassured him that Locus Telecommunications is committed to customer’s satisfactionWe proceed to provide full credit to Mr [redacted] calling card (attached email) In light of the above-summarized we’ll proceed to consider this matter to be effectively resolved and closed, unless we hear otherwise 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 Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to mePlease provide me with information on how to redeem my free month of service *
We ask that our valued customer please excuse any prior, inadvertent confusion caused by the systematic face="Calibri">actions previously taken and note that their [redacted] *** service will be restored within the next few hours from this correspondence (today, 12/16/14) Their device will equally receive a new month of [complimentary] service, as a token of sincere apologies for any inconveniences and or delays experienced.The relevant [redacted] device will simply need to be power-cycled (i.eturned off and back on) to accept our changes That said, I regretfully advise that the actions previously taken were the result of the underlying carrier having flagged the relevant [redacted] *** device for "abuse", which resulted in the mutually undesired outcome we readdress herein In an effort to prevent the same from recurring, we invite our valued customer to review the AUTHORIZED USE policy located within the services overall TERMS & CONDITIONS at [redacted] .We thank our valued customer for their time and understanding and respectfully insist that they directly contact us by way of our below-depicted toll free number if we may be of any additional product/service assistance, as we'll otherwise consider this matter to be effectively closed.Regards, [redacted] | SrManager - Efficiency & Effectiveness | Customer Relations Department Office: ###-###-####
Revdex.com ID# [redacted] ( [redacted] ) face="Times New Roman" size="3"> In response to the above referenced matter I extend our apologies for any misunderstanding or inconvenience that you may have experienced I reassure you that Locus Telecommunications (H2O Wireless) remains committed to customer satisfaction Our records further show MDN [redacted] 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] It was for this exclusive reason that any plan-corresponding feature and or the service itself was interrupted Once the account brakes the terms and conditions regarding excess data we are no longer able to restore the mobile number under H2O Wireless service Ms [redacted] you have been a faithful customer since and for that reason; we have process a refund for the last payment processed on 5/7/as a onetime courtesy We respectfully consider this matter closed Regards, Compliance Coordinator Locus Telecommunications LLC
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
We thank you for allowing us to readdress this matter and apologize for the unusual delay in responding That said and having reviewed the claim made by our valued customer we advise that our internal records don't support such Instead, all records indicate that all plan-corresponding balances/allowances were rendered on 01/28/following a $recharge/payment The same records also indicate that said balances were gradually depleted by way of day to day usage In light of such we'd normally not act as such simply isn't warranted Nevertheless, we wish to effectively display our commitment to satisfaction to our valued customer and thus, have applied a complimentary $airtime PIN to his relevant H2O Wireless GSM prepaid mobile number, thus extending his expiration date by days (from today) and restore all plan-corresponding feature balances We certainly hope that Mr [redacted] finds our actions to be to his satisfaction and otherwise remind him that our "Live" support staff remain at his eager disposal between the hours of 9am-12am ET via our ###-###-#### toll free number Regards, [redacted] @locus.net
Revdex.comCase# [redacted] (Mrs [redacted] )In response to the above referenced matter I open by re-extending our genuine apologies to Mrs [redacted] for any confusion or misunderstanding that he may have individually experienced I reassure her that despite what her individual experience may have led her to believe, we remain committed to customer satisfaction.In conjunction with said commitment we advise that the relevant H2O Wireless GSM Prepaid mobile number ###-###-#### is currently under and active, however phone needed to be reconfigured We advised Mrs [redacted] that her daughter need to contact customer service department to make sure the phone was configured properlyHowever due to the inconvenience I process a refund to Mrs [redacted] Credit card date 3/24/in the amount of $60.00In conclusion, we remain eager, willing and available to discuss all product/service related matters with Mrs [redacted] our ###-###-#### toll free numberThat been said we will respectfully consider this matter closed
We thank our valued former customer for allowing us to address this matter and extend our sincere apologies for any prior and or current confusion or frustration inadvertently experienced That said and in an effort to clarify matters, we respectfully note that the billing process of our former *** international long distance service worked as follows where “ [redacted] ” (aka [redacted] *** accounts were concerned:(1) Upon initial registration a $USD “authorization” was processed against the account-registered debit/credit card.(2) This assured us that our then-new customer’s debit/credit card [at minimum] possessed an available $USD to draw from at the end of the billing cycle.(3) An authorization is not to be confused with a “charge”, as authorizations are only temporary and “typically” aren’t collected against.(4) We only collected the monetary equivalent of whatever *** service/account activity actually occurred within a given billing cycle.Having now reviewed any and all billing archives associated with the herein-referenced, former *** account, I humbly reassure all concerned parties that $USD was never actually collected against any account-registered debit/credit card during said accounts life-span, i.e11/08/10-12/31/ Whereby, no actions are warranted.We certainly hope that this explanation is deemed satisfactory and otherwise respectfully insist that our valued former customer consult a “Live” teller or support staff member within his card-issuing bank to reconcile his prior payments to us, for the purpose of confirming my statements, i.ethat we never “collected” $USD, but instead, merely processed “authorization(s)” in such monetary amount.We remain at everyone’s eager disposal and will proceed to consider this matter closed, if we fail to be advised otherwise Regards, [redacted] , SrManager of Risk Management / [redacted]
Revdex.com RE: ID# [redacted] ( [redacted] ***) Mr./ Mrs [redacted] mentions several issues he/she encounteredOne is regarding terms and conditions, which all our packaging includes our booklet and reference to go to our website In regards to his phone being suspended (frozen,) please know numbers can be port out within days from frozen or suspended statusWe do not have any issues in providing the pin number or account number to our customer for them to port out I apologize again if there was any misunderstanding from our side Regards, [redacted] Compliance Coordinator Risk Management Department Locus Telecommunications, Inc