We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstandings experienced, as we remain committed to his satisfaction In conjunction with said committment and as is evident by the [at least] five mobile number changes that the relevant and current [redacted] *** prepaid mobile number has already undergone since it's activation, I respectfully reassure all concerned parties that both, our independent voice response (IVR) system and customer service staff alike are at Mr [redacted] disposal to accomodate his mobile number change needs Note: This is understandably contingent on the availability of numbers within the desired area code In light of such, I close by noting that no actions are warranting and alternately inviting Mr [redacted] to contact our aforementioned customer service staff via our ###-###-#### toll-free number or by dialing [redacted] from his [redacted] *** handset between the hours of 9am-12am ET to fulfill his mobile number change need(s) Regards, [redacted] Compliance & Regulatory Risk Management Department [redacted]
In accordance with and in response to the above-referenced matter, we thank Mr./Mrs [redacted] for allowing us to review this matter We assure that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alike.In regards of Mr./Mrs [redacted] purchase, it appears that our products were obtained from a local retail storeSince his/her complaint and alleged experience(s) involvesa third party business entity and not Locus Telecommunication We respectfully suggest, for her to contact the third party business and follow their return or refund policyIn light of the above, we’ll respectfully proceed to consider this case closed
Complaint: [redacted] I am rejecting this response because: 1.) While I do appreciate that I was able to port out my number to another carrier, it was in no way helped by your companyI was led to believe by two different "customer service representatives" from your company that my number could not be used againIf, as in your response, you are truly committed to customer service and you have terminated someones account why not inform them that they can still use their number but with a different carrier? If I had not found a one line answer from your company to a previous customer with this same complaint, buried among the many against your company, I would have lost my number of years because I was told "The number is frozen and your only recourse is to open a new account with a new phone number"Like I would ever do business again with a company that has treated me so poorly 2.) Now to address the "Third Party" response regarding the H2o refill card I purchased from 7-to recharge my account like the recording from your company told me to doIt did not say "contact H2o due to a problem with your account" or "This number is no longer a valid h2o number", it said "Recharge your account now"So I will try to take my Recharge card, that I scratched to refill my phone leaving the code exposed, back to 7-but your company received my money from this card and I'd be surprised if they will entertain a refund and further surprised if you have systems in place to allow the refund of an unused but scratched recharge cardI will not walk away and be bullied out $by a corporation with such poor business practicesIf I am granted a refund I will update this complaint and if I am not you will hear from me until, at the very least, I am given a refundRegards, [redacted]
In accordance with and in response to the above-referenced matter, we thank MrsWebster for allowing us to review this issue I reassure her that we remain committed to customer satisfaction.Our records indicate that *** [redacted] is no longer under any Locus Telecommunications services; however it appeared in our system’s history they further show that the mobile number was enjoying all plan-corresponding features as promise and advertised Locus Telecommunications (H2O Wireless) carries basic cell phone features like Text messaging as well as MMS A credit card purchase of $on 6/4/Since the number is no longer under our service it will be difficult to address any problemsWe have process a full refund; please allow to days for the credit to reflect in your account depending on your credit card financial entity The above being said, we respectfully consider this matter closed
[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 meThank you for the time and further understanding of the situation Regards, [redacted] ***
We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent misunderstandings or frustrations experienced We reassure all that we remain committed to customer satisfaction That said, I respectfully note that the voicemail under his complaint-specific H2O Wireless GSM prepaid number has yet to be set up, thus, not allowing our staff to leave any voicemail messages supporting their efforts to contact him and/or to leave messages instructing him how to proceed Note: I personally experienced the same this morning That said and though our internal records indicate that MMS messages have been previously received under such number, we'll continue to attempt to contact him via said number and ask that he kindly provide an alternate contact number and preferred time when he may be reached, so that we may effectively address this mutually undesired matter once in for all We thank our valued customer in advance for his continued time, efforts and alternate contact number and await his future communications Regards, RBarreras, SrManager Compliance & Regulatory [email protected]
, we extended our sincere apologies for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction.The free SIM card sent to Mr./Mrs [redacted] , has beenreceived, we were not able to find any damageHowever as part of our mention commitment to customer'ssatisfaction and out of courtesy, I personally mailed a SIM Card today.That being said, we respectfully consider this matter satisfactorily closed
In response to the above referenced matter, we re- extend our sincere apologies to Mrs. [redacted] for any inadvertent confusion, misunderstanding or inconvenience that... she previously experienced and reassure her that we remain committed to her satisfaction. In conjunction with such commitment and in effort to effectively resolve or clarify any lingering confusion, I respectfully reiterate the following to her: 1. Our [redacted] prepaid service is governed by TERMS & CONDITIONS which includes unlimited plan abuse as found at [redacted] 2. As per the underlying carrier of said service, the relevant [redacted] *** device (aka [redacted] **) breached said TERMS whereby the service under such device was suspended on or about 09/08/14. I apologize if this wasn’t concisely explained to Mrs. [redacted] during her prior conversations with our support staff and note that the specific "infraction" was not provided by said underlying carrier. The above summarized being said and in an effort to proceed in a manner more consistent with our aforementioned commitment, I’ve taken the liberty of reinstating the service under Mrs. [redacted] device and have granted it a complimentary month of service, i.e. new expiration date is 10/11/14. I’ve also reversed her $50 online payment from 08/20/14 and note that said refund should be available to her within 3-7 business days, though actual processing times vary by financial institution.I now simply ask that Mrs. [redacted] to kindly power cycle the device (i.e. power it off and then back on) in order for it to accept the changes and re-establish a connection to the local network and begin utilizing her complimentary month of [redacted] *** prepaid service. I close by imploring Mrs. [redacted] to consult our “Live” support staff at ###-###-#### if she should require any additional assistance and recommend that she be more wary of her usage, as to avoid any future, mutually undesired interruption in service. Note: She may again refer to the aforementioned source to better understand what "activity" is considered "abusive", "prohibited" and or unauthorized. We will now consider this matter closed unless we’re advised otherwise.Regards, [redacted] Risk Management Department [redacted]
We thank Mrs [redacted] for allowing us to readdress this matter and apologize for any prior inconveniences or misunderstandings that she may have inadvertently experiencedWe 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 advise that all warranted refunds or release of temporarily held funds were previously completed Our valued customers bank account should reflect such very soon, if it doesn't already We also note that the accounts of her individual experience(s) have been shared with all internally concerned departments, so that they may respectively consider all warranted courses of action to prevent such from recurring.In closing, we hope that our valued customer deems our actions to be more consistent with our aforementioned commitment and otherwise remain at her eager disposal by way of our "Live" Customer Relations staff at our below-stipulated toll-free number.S
Revdex.comRe: Complaint No [redacted] ( [redacted] ***) We thank Ms [redacted] for allowing us to re-address her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experiencedI assure her that we remain committed to our customers’ satisfactionMs***’ service was terminated because her activity fell under “abusive” activity as defined in our Terms & Conditions/Authorized use Policy, which states:UNLIMITED PLAN ABUSEFor any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely 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 bnormally 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 commonuses 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 orother 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.this information can be found on the below link: [redacted] Nonetheless, we’ll restore H2O Bolt services and granting complementary service with a new billing cycle starting today January 30, 2015The above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed[redacted] ***Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc
We thank you for bringing this matter to our attention and re-extend our apologies to Mrs. [redacted] for any inadvertent frustrations experienced. We assure her that despite what such may have temporarily led her to believe, we remain committed to her satisfaction, as is evident by the prior,... exhaustive efforts made by our customer service team to troubleshoot her individual handset issues, i.e. data-feature derivative. That said and as we unfortunately remain unable to effectively faciliate the mutually desired outcome (i.e. getting Mrs. ***'s individual handsets to enjoy our plan-corresponding data service/feature), and although all other plan-corresponding features continue to be enjoyed we've now now issued two ecommerce refunds totalling $70.00, as a one-time good faith effort, coinciding with our aformentioned committment. Said refunds should appear within Mrs. ***'s bank account in approximately 3-7 business days, though processing times may vary slightly by financial institution. We sincerely hope that our overall efforts are deemed to be satisfactory and otherwise remain at Mrs. ***'s eager disposal.
Revdex.com Re: [redacted] size="3">Complaint ID# [redacted] In response to the above referenced matter I open by re-extending our genuine apologies to Mr [redacted] for any confusion or misunderstanding that he may have individually experienced I reassure him that despite what his individual experience may have led him to believe we remain committed to customer satisfactionOur indicate that Mobile Number [redacted] was under our service and it enjoyed 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 previously, temporarily interruptedMDN [redacted] was recharged on January 11, and the account was deactivated on 2/9/due the previous mentioned reasonsIn conclusion, we remain eager, willing and available to discuss all product/service related matters with Mr [redacted] by way of our ( [redacted] toll free numberThat been said we will respectfully consider this matter closedCompliance Coordinator Legal Department Locus Telecommunications, Inc
We again thank Mrs. *** for allowing us to re-address this matter and again extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experienced. I re-assure her that we remain committed to... her satisfaction. In conjunction with said commitment and in an effort to effectively re-clarify matters, I respectfully [again] 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 use. H2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore considered unreasonable. Unreasonable 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. H2O’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.g. downloading 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 prohibited. Our 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 adhered. And 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 her case. The above being said, I’ll again be restoring her H2O Bolt services (and granting a new, complimentary month of service) and again respectfully 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. I'll also have one of our supervisors reach out to her via telephone so that they may potentially address any additional concerns that she may have, as we too hate to readdress this issue every few weeks or months. The above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closed. Regards, [redacted] , Sr. Manager Customer Relations Operations
We thank [redacted] for allowing us to readdress her individual concerns and re-extend our sincere apologies for any inadvertent misunderstanding(s) or confusion I humbly reassure her that we remained committed to her satisfaction throughout her time under our service.In conjunction with such, I refer Mrs[redacted] to the current TERMS & CONDITIONS of our herein-discussed prepaid telecommunications service as found at [redacted] in hopes that the information contained therein effectively addresses any lingering confusion surrounding "unlimited usage" versus "unreasonable", "abusive" or "prohibited" usage.I proceed by by respectfully advising all concerned parties that I found no evidence or record to support Mrs [redacted] claims that we essentially failed to deliver the plan-specific services and or features and note that I instead observed the opposite Elaborating on such, I advise that our available records show that the relevant [prior] [redacted] GSM prepaid mobile number logged an excess of 7.5k individual events during it's approximate days under our aforementioned service That's an approximate average of events per day Note: "Event(s)" refers to individual instances of voice, text and or data activity In a nutshell, all of our advertised, plan-specific features were available to the relevant number throughout it's time under our prepaid service.As a direct result of my findings and as we're unable to perform any additional troubleshooting because the relevant number has since been ported out to a new service provider, we're unable to accommodate Mrs[redacted] request for a refund.I therefore close by thanking Mrs [redacted] for her prior business and wish her all the best with her current and or future service providers We remain at her eager disposal if we may be of service going forward.Regards, [redacted] SrManagerCompliance & RegulatoryRisk Management [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com RE: Complaint ID# [redacted] face="Times New Roman" size="3"> We thank Mr/ Mrs [redacted] for allowing us to review this matter We apologize for any inconveniences he/she might have experienceLocus Telecommunications (H2O Wireless) remains committed to customer satisfaction Mobile number [redacted] service was interrupted for an outage from our underlying service providerAll numbers affected were restored and we were and balances were updated right after restoration Our records do not show any extra payment from Mr/ Mrs*** We respectfully ask that if there is proof of payment at that time of restoration please provide that to us to further investigate We respectfully will consider this matter close, unless we hear otherwise Regards, Compliance Coordinator Risk Management Department Locus Telecommunications, LLC
Revdex.comRe: Complaint ID# [redacted] ( [redacted] ***) In response to the above reference matter it was noted that our Customer Relations Department was handling the issue directly with Mr***Our records indicate that the issue has been satisfactory resolved and we respectfully consider this case closed.Regards, [redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
I thank Mr& Mrs [redacted] for allowing us to readdress this matter and extend my sincere apologies for any inadvertent confusion, misunderstanding or delay that they may have experienced I assure them that we remain committed to Customer Satisfaction despite what their respective experience may have led them to believeIn conjunction with such, I open by clarifying that Mrs[redacted] [presumed] number of ###-###-#### is in fact port eligible if they so wish to retain it by porting it out (aka transferring it out) to a new service provider of choice They’ll simply need to follow their new service providers [port in] instructions and do so before 09/17/as that’s the date said number is set to be recycled Furthermore, I note that it appears that a simple misunderstanding dictated the mutually undesired delay of the relevant $refund In an effort to rectify such and in the interest of time, said refund has now been issued The corresponding credit should appear on the banks end within 3-business days I equally apologize for the prior delay The above being said, I emphasize that all phones/handsets under our [redacted] prepaid service/plans boasting “data” features must be fully compatible “with” and or be properly configured “to operate under” our service, in order for said phones/handset to enjoy all of the features that said service/plans entail In an effort to assist with such, we employ an excess of highly trained, motivated, bi-lingual support staff members and provide online tools at [redacted] Unfortunately, despite our genuine efforts, some phones/handets especially non-Locus (aka subscriber provided) are simply not compatible or fully compatible with our aforementioned prepaid service (to include traditionally compatible phones whose individual internal settings/configurations were altered pre-Locus) Our internal database notations regretfully indicate that Mr& Mrs[redacted] phones fell under such category, whereby we thank them for having considered our service(s) and wish them well with their new and or future service providers We’ll proceed to consider this matter effectively closed unless we hear otherwise Regards, [redacted] Compliance & Regulatory Risk Management Department [redacted]
We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent confusion or misunderstandings experienced, as we remain committed to his satisfaction In conjunction with said committment and as is evident by the [at least] five mobile number changes that the relevant and current [redacted] *** prepaid mobile number has already undergone since it's activation, I respectfully reassure all concerned parties that both, our independent voice response (IVR) system and customer service staff alike are at Mr [redacted] disposal to accomodate his mobile number change needs Note: This is understandably contingent on the availability of numbers within the desired area code In light of such, I close by noting that no actions are warranting and alternately inviting Mr [redacted] to contact our aforementioned customer service staff via our ###-###-#### toll-free number or by dialing [redacted] from his [redacted] *** handset between the hours of 9am-12am ET to fulfill his mobile number change need(s) Regards, [redacted] Compliance & Regulatory Risk Management Department [redacted]
In accordance with and in response to the above-referenced matter, we thank Mr./Mrs [redacted] for allowing us to review this matter We assure that Locus Telecommunications, Incremains committed to ethical business practices and customer satisfaction alike.In regards of Mr./Mrs [redacted] purchase, it appears that our products were obtained from a local retail storeSince his/her complaint and alleged experience(s) involvesa third party business entity and not Locus Telecommunication We respectfully suggest, for her to contact the third party business and follow their return or refund policyIn light of the above, we’ll respectfully proceed to consider this case closed
Complaint: [redacted] I am rejecting this response because: 1.) While I do appreciate that I was able to port out my number to another carrier, it was in no way helped by your companyI was led to believe by two different "customer service representatives" from your company that my number could not be used againIf, as in your response, you are truly committed to customer service and you have terminated someones account why not inform them that they can still use their number but with a different carrier? If I had not found a one line answer from your company to a previous customer with this same complaint, buried among the many against your company, I would have lost my number of years because I was told "The number is frozen and your only recourse is to open a new account with a new phone number"Like I would ever do business again with a company that has treated me so poorly 2.) Now to address the "Third Party" response regarding the H2o refill card I purchased from 7-to recharge my account like the recording from your company told me to doIt did not say "contact H2o due to a problem with your account" or "This number is no longer a valid h2o number", it said "Recharge your account now"So I will try to take my Recharge card, that I scratched to refill my phone leaving the code exposed, back to 7-but your company received my money from this card and I'd be surprised if they will entertain a refund and further surprised if you have systems in place to allow the refund of an unused but scratched recharge cardI will not walk away and be bullied out $by a corporation with such poor business practicesIf I am granted a refund I will update this complaint and if I am not you will hear from me until, at the very least, I am given a refundRegards, [redacted]
In accordance with and in response to the above-referenced matter, we thank MrsWebster for allowing us to review this issue I reassure her that we remain committed to customer satisfaction.Our records indicate that *** [redacted] is no longer under any Locus Telecommunications services; however it appeared in our system’s history they further show that the mobile number was enjoying all plan-corresponding features as promise and advertised Locus Telecommunications (H2O Wireless) carries basic cell phone features like Text messaging as well as MMS A credit card purchase of $on 6/4/Since the number is no longer under our service it will be difficult to address any problemsWe have process a full refund; please allow to days for the credit to reflect in your account depending on your credit card financial entity The above being said, we respectfully consider this matter closed
I am rejecting this response because: I haven't yet received the SIM cardIt has been a week alreadyWhen should I expect it?
[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 meThank you for the time and further understanding of the situation Regards, [redacted] ***
We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any inadvertent misunderstandings or frustrations experienced We reassure all that we remain committed to customer satisfaction That said, I respectfully note that the voicemail under his complaint-specific H2O Wireless GSM prepaid number has yet to be set up, thus, not allowing our staff to leave any voicemail messages supporting their efforts to contact him and/or to leave messages instructing him how to proceed Note: I personally experienced the same this morning That said and though our internal records indicate that MMS messages have been previously received under such number, we'll continue to attempt to contact him via said number and ask that he kindly provide an alternate contact number and preferred time when he may be reached, so that we may effectively address this mutually undesired matter once in for all We thank our valued customer in advance for his continued time, efforts and alternate contact number and await his future communications Regards, RBarreras, SrManager Compliance & Regulatory [email protected]
, we extended our sincere apologies for any inconvenience that might have occurred and assured that we remain committed to customer satisfaction.The free SIM card sent to Mr./Mrs [redacted] , has beenreceived, we were not able to find any damageHowever as part of our mention commitment to customer'ssatisfaction and out of courtesy, I personally mailed a SIM Card today.That being said, we respectfully consider this matter satisfactorily closed
In response to the above referenced matter, we re- extend our sincere apologies to Mrs. [redacted] for any inadvertent confusion, misunderstanding or inconvenience that... she previously experienced and reassure her that we remain committed to her satisfaction. In conjunction with such commitment and in effort to effectively resolve or clarify any lingering confusion, I respectfully reiterate the following to her: 1. Our [redacted] prepaid service is governed by TERMS & CONDITIONS which includes unlimited plan abuse as found at [redacted] 2. As per the underlying carrier of said service, the relevant [redacted] *** device (aka [redacted] **) breached said TERMS whereby the service under such device was suspended on or about 09/08/14. I apologize if this wasn’t concisely explained to Mrs. [redacted] during her prior conversations with our support staff and note that the specific "infraction" was not provided by said underlying carrier. The above summarized being said and in an effort to proceed in a manner more consistent with our aforementioned commitment, I’ve taken the liberty of reinstating the service under Mrs. [redacted] device and have granted it a complimentary month of service, i.e. new expiration date is 10/11/14. I’ve also reversed her $50 online payment from 08/20/14 and note that said refund should be available to her within 3-7 business days, though actual processing times vary by financial institution.I now simply ask that Mrs. [redacted] to kindly power cycle the device (i.e. power it off and then back on) in order for it to accept the changes and re-establish a connection to the local network and begin utilizing her complimentary month of [redacted] *** prepaid service. I close by imploring Mrs. [redacted] to consult our “Live” support staff at ###-###-#### if she should require any additional assistance and recommend that she be more wary of her usage, as to avoid any future, mutually undesired interruption in service. Note: She may again refer to the aforementioned source to better understand what "activity" is considered "abusive", "prohibited" and or unauthorized. We will now consider this matter closed unless we’re advised otherwise.Regards, [redacted] Risk Management Department [redacted]
We thank Mrs [redacted] for allowing us to readdress this matter and apologize for any prior inconveniences or misunderstandings that she may have inadvertently experiencedWe 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 advise that all warranted refunds or release of temporarily held funds were previously completed Our valued customers bank account should reflect such very soon, if it doesn't already We also note that the accounts of her individual experience(s) have been shared with all internally concerned departments, so that they may respectively consider all warranted courses of action to prevent such from recurring.In closing, we hope that our valued customer deems our actions to be more consistent with our aforementioned commitment and otherwise remain at her eager disposal by way of our "Live" Customer Relations staff at our below-stipulated toll-free number.S
Revdex.comRe: Complaint No [redacted] ( [redacted] ***) We thank Ms [redacted] for allowing us to re-address her individual concern and extend our apologies for any misunderstanding, confusion and or inconveniences experiencedI assure her that we remain committed to our customers’ satisfactionMs***’ service was terminated because her activity fell under “abusive” activity as defined in our Terms & Conditions/Authorized use Policy, which states:UNLIMITED PLAN ABUSEFor any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely 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 bnormally 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 commonuses 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 orother 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.this information can be found on the below link: [redacted] Nonetheless, we’ll restore H2O Bolt services and granting complementary service with a new billing cycle starting today January 30, 2015The above being said and unless we hear otherwise, we’ll proceed to consider this individual matter to be effectively closed[redacted] ***Compliance CoordinatorRisk Management DepartmentLocus Telecommunications, Inc
We thank you for bringing this matter to our attention and re-extend our apologies to Mrs. [redacted] for any inadvertent frustrations experienced. We assure her that despite what such may have temporarily led her to believe, we remain committed to her satisfaction, as is evident by the prior,... exhaustive efforts made by our customer service team to troubleshoot her individual handset issues, i.e. data-feature derivative. That said and as we unfortunately remain unable to effectively faciliate the mutually desired outcome (i.e. getting Mrs. ***'s individual handsets to enjoy our plan-corresponding data service/feature), and although all other plan-corresponding features continue to be enjoyed we've now now issued two ecommerce refunds totalling $70.00, as a one-time good faith effort, coinciding with our aformentioned committment. Said refunds should appear within Mrs. ***'s bank account in approximately 3-7 business days, though processing times may vary slightly by financial institution. We sincerely hope that our overall efforts are deemed to be satisfactory and otherwise remain at Mrs. ***'s eager disposal.
Revdex.com Re: [redacted] size="3">Complaint ID# [redacted] In response to the above referenced matter I open by re-extending our genuine apologies to Mr [redacted] for any confusion or misunderstanding that he may have individually experienced I reassure him that despite what his individual experience may have led him to believe we remain committed to customer satisfactionOur indicate that Mobile Number [redacted] was under our service and it enjoyed 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 previously, temporarily interruptedMDN [redacted] was recharged on January 11, and the account was deactivated on 2/9/due the previous mentioned reasonsIn conclusion, we remain eager, willing and available to discuss all product/service related matters with Mr [redacted] by way of our ( [redacted] toll free numberThat been said we will respectfully consider this matter closedCompliance Coordinator Legal Department Locus Telecommunications, Inc
We again thank Mrs. *** for allowing us to re-address this matter and again extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experienced. I re-assure her that we remain committed to... her satisfaction. In conjunction with said commitment and in an effort to effectively re-clarify matters, I respectfully [again] 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 use. H2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial use. Other uses have a disproportionate impact on network resources and are therefore considered unreasonable. Unreasonable 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. H2O’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.g. downloading 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 prohibited. Our 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 adhered. And 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 her case. The above being said, I’ll again be restoring her H2O Bolt services (and granting a new, complimentary month of service) and again respectfully 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. I'll also have one of our supervisors reach out to her via telephone so that they may potentially address any additional concerns that she may have, as we too hate to readdress this issue every few weeks or months. The above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closed. Regards, [redacted] , Sr. Manager Customer Relations Operations
We thank [redacted] for allowing us to readdress her individual concerns and re-extend our sincere apologies for any inadvertent misunderstanding(s) or confusion I humbly reassure her that we remained committed to her satisfaction throughout her time under our service.In conjunction with such, I refer Mrs[redacted] to the current TERMS & CONDITIONS of our herein-discussed prepaid telecommunications service as found at [redacted] in hopes that the information contained therein effectively addresses any lingering confusion surrounding "unlimited usage" versus "unreasonable", "abusive" or "prohibited" usage.I proceed by by respectfully advising all concerned parties that I found no evidence or record to support Mrs [redacted] claims that we essentially failed to deliver the plan-specific services and or features and note that I instead observed the opposite Elaborating on such, I advise that our available records show that the relevant [prior] [redacted] GSM prepaid mobile number logged an excess of 7.5k individual events during it's approximate days under our aforementioned service That's an approximate average of events per day Note: "Event(s)" refers to individual instances of voice, text and or data activity In a nutshell, all of our advertised, plan-specific features were available to the relevant number throughout it's time under our prepaid service.As a direct result of my findings and as we're unable to perform any additional troubleshooting because the relevant number has since been ported out to a new service provider, we're unable to accommodate Mrs[redacted] request for a refund.I therefore close by thanking Mrs [redacted] for her prior business and wish her all the best with her current and or future service providers We remain at her eager disposal if we may be of service going forward.Regards, [redacted] SrManagerCompliance & RegulatoryRisk Management [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
Revdex.com RE: Complaint ID# [redacted] face="Times New Roman" size="3"> We thank Mr/ Mrs [redacted] for allowing us to review this matter We apologize for any inconveniences he/she might have experienceLocus Telecommunications (H2O Wireless) remains committed to customer satisfaction Mobile number [redacted] service was interrupted for an outage from our underlying service providerAll numbers affected were restored and we were and balances were updated right after restoration Our records do not show any extra payment from Mr/ Mrs*** We respectfully ask that if there is proof of payment at that time of restoration please provide that to us to further investigate We respectfully will consider this matter close, unless we hear otherwise Regards, Compliance Coordinator Risk Management Department Locus Telecommunications, LLC
Revdex.comRe: Complaint ID# [redacted] ( [redacted] ***) In response to the above reference matter it was noted that our Customer Relations Department was handling the issue directly with Mr***Our records indicate that the issue has been satisfactory resolved and we respectfully consider this case closed.Regards, [redacted] ***Compliance CoordinatorLocus Telecommunications, Inc
thank you so much h20nwireless finally called me back and without your help I don't think they would have called me back so thank you
I thank Mr& Mrs [redacted] for allowing us to readdress this matter and extend my sincere apologies for any inadvertent confusion, misunderstanding or delay that they may have experienced I assure them that we remain committed to Customer Satisfaction despite what their respective experience may have led them to believeIn conjunction with such, I open by clarifying that Mrs[redacted] [presumed] number of ###-###-#### is in fact port eligible if they so wish to retain it by porting it out (aka transferring it out) to a new service provider of choice They’ll simply need to follow their new service providers [port in] instructions and do so before 09/17/as that’s the date said number is set to be recycled Furthermore, I note that it appears that a simple misunderstanding dictated the mutually undesired delay of the relevant $refund In an effort to rectify such and in the interest of time, said refund has now been issued The corresponding credit should appear on the banks end within 3-business days I equally apologize for the prior delay The above being said, I emphasize that all phones/handsets under our [redacted] prepaid service/plans boasting “data” features must be fully compatible “with” and or be properly configured “to operate under” our service, in order for said phones/handset to enjoy all of the features that said service/plans entail In an effort to assist with such, we employ an excess of highly trained, motivated, bi-lingual support staff members and provide online tools at [redacted] Unfortunately, despite our genuine efforts, some phones/handets especially non-Locus (aka subscriber provided) are simply not compatible or fully compatible with our aforementioned prepaid service (to include traditionally compatible phones whose individual internal settings/configurations were altered pre-Locus) Our internal database notations regretfully indicate that Mr& Mrs[redacted] phones fell under such category, whereby we thank them for having considered our service(s) and wish them well with their new and or future service providers We’ll proceed to consider this matter effectively closed unless we hear otherwise Regards, [redacted] Compliance & Regulatory Risk Management Department [redacted]