In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr/ Mrs [redacted] may have individually experienced I reassured him/her thatLocus Telecommunications remains committed to customer satisfaction.Our records indicated that Mr [redacted] was attempting to purchase a SIM Card in our official website transactions reported to failed, however those transaction were processed while we were life testing our PayPal gateway or handset purchases, it seems the gate way was not communicating properly by allowing purchase under the set amountWe have process a refund to his credit card for two $transactions a total of $to the credit card Please allow to days for the credit to reflect in the credit card account depending on the financial entity.In light of the above-summarized we’ll proceed to consider this matter to be effectible closed
I am rejecting this response because: I called the company trying to give them the info and the person I got on the phone was very unprofessional and said he couldn't provide the free month of service [redacted]
Complaint: [redacted] I am rejecting this response because: the receipt clearly shows my intention to pay this companyEven through all of this I still remain a loyal customer and think I should at least have a credit Regards, [redacted]
We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any prior, inadvertent confusion experienced We assure her that despite what such may have temporarily led her to believe we remain committed to her satisfaction /> In an effort to proceed in a manner consistent with such commitment, we ask that our valued customer kindly elaborate on her individual complaint, concern or experience as otherwise I've not uncovered any records that suggest any errors, interuptions in service or comparable regarding [redacted] *** prepaid mobile number ###-###-#### which I presume is the relevant number Elaborating on my own comment, I respectfully note that said records indicate that such number has enjoyed voice, text and data in recent months; with no obvious discrepancies All in all, I remain eager to hear from Mrs [redacted] in hopes of effectively readdressing and or clarifying any lingering confusion Regards, [redacted] SrManager, Compliance & Regulatory [redacted]
Revdex.com Re: ID# [redacted] ( [redacted] **) face="Times New Roman" size="3"> We extend our apologies for any misunderstandings or frustrations Mr [redacted] might have experiencedWe reassure him that Locus Telecommunications remains committed to customer satisfaction Our internal records showed that, H2O Wireless Prepaid mobile number [redacted] is currently active and enjoying all plan-corresponding featuresRecords further showed that there have been completed international phone calls No errors or issues found in the International set up system With no additional actions to take, we’ll proceed to consider this matter closed unless we hear otherwise Regards, Compliance Coordinator Legal Department Locus Telecommunications, Inc
We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion, difficulties and overall frustration that she may have previously experienced We reassure her that despite what such may have led her to believe, we remain committed to her satisfaction That being said and having been previously made aware of the matter, I attempt to clarify matters and offer relevant updates [to Mrs [redacted] ] as follows: Expired H2O BOLT devices may be recharged without any Customer Relations intervention and or “extra” steps Unfortunately, the same cannot be said for inactive H2O BOLT devices as those devices need to undergo a manual restoration (aka “restore”) process Such may be fulfilled by way of our “Live” Customer Relations staff at ###-###-#### between the hours of 9am-12am ET or online at https://bolt.h2owirelessnow.com/mainControl.php?page=index under the SERVICES tab (upon signing in) The previously attempted recharge(s) that Mrs [redacted] referenced was/were unfortunately voided (thus, resulting in the temporary holding of funds on the credit-card issuers end) because our automated system was unable to replenish her then-inactive H2O BOLT device after the fact I again apologize for any confusion that may have derived from said “temporary” holding of funds and if such wasn’t effectively explained to Mrs [redacted] prior to this correspondence We’ve heard Mrs [redacted] ’s prior feedback and have since tested our aforementioned website and have made all feasible modifications in an effort to provide a seamless and satisfactory customer experience *Prior issues are believed to have been attributed to web-browser incompatibility, i.eweb-browser and or plupdates that may have directly impacted our end user experience, unbeknownst to us We’re confident that Mrs [redacted] will enjoy a more seamless and pleasant online experience going forward, as a result of our aforementioned joint efforts To further ensure such and in light of her prior experience(s), I’ve taken the liberty of extending the expiration date on her current H2O BOLT plan by one [complimentary] month Whereby, the new expiration date is 07/29/as opposed to the prior 06/29/14, i.eshe needs not recharge it until then I certainly hope that Mrs [redacted] finds my response and actions to be more indicative of our aforementioned commitment to her satisfaction and otherwise remind her that we remain at her disposal
Revdex.com Re: Complaint ID# [redacted] *** ***) In response to the above matter, we extended our sincere apologies for any misunderstanding that might have occurred I reassure Mrs [redacted] that Locus Telecommunications (HWireless) remains committed to customer satisfaction Our records indicate that you have a Pay As You Go Plan Records further showed your account balance was due to expired on 2/16/the account had a remaining balance of $ Normally we recommend customers to replenish at least the day before the expiration date to avoid losing their account balance Our terms and conditions states: Prepaid Refills H2O Wireless Monthly plans expire days after loaded to your accountH2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill cardUnused minutes or data allowance do not roll overIf you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.eno stacking)Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill cardIf your account balance falls to zero while you are on a call, the call will be disconnectedIf your account is inactive, you will not be able to utilize your wireless device for any purposeYour account and phone number will be cancelled if the balance remains at $for consecutive days or moreH2O refills can only be used with H2O DevicesCredits cannot be transferred from one account to another If your account becomes inactive, we may de-activate your account and you may lose your phone numberIf you wish to use Services after your account has been de-activated, call Customer Service for reactivationThere may be a charge to reactivate and we cannot ensure that the same phone number will be available [redacted] Out of courtesy, we credit the $back into her account Expiration date is 05/17/ That being said, we consider this case satisfactorily resolved Regards, Compliance Coordinator Locus Telecommunications LLC
We ask that our valued customer please excuse any prior, inadvertent confusion caused by the systematic actions previously taken and note that their H2O BOLT service will be restored within the next few hours from this correspondence (today, 12/16/14)Their device will equally receive a new month of [complimentary] service, as a token of sincere apologies for any inconveniences and or delays experienced.The relevant H2O BOLT device will simply need to be power-cycled (i.eturned off and back on) to accept our changesThat said, I regretfully advise that the actions previously taken were the result of the underlying carrier having flagged the relevant H2O BOLT device for "abuse", which resulted in the mutually undesired outcome we readdress hereinIn an effort to prevent the same from recurring, we invite our valued customer to review the AUTHORIZED USE policy located within the services overall TERMS & CONDITIONS at https://bolt.h2owirelessnow.com/mainControl.php?page=Tc#authorized.We thank our valued customer for their time and understanding and respectfully insist that they directly contact us by way of our below-depicted toll free number if we may be of any additional product/service assistance, as we'll otherwise consider this matter to be effectively closed
We thank Mr [redacted] for bringing this matter to our attention and re-extend our apologies for any inadvertent misunderstanding or dissatisfaction We humbly reassure him that despite what such may have led him to believe, we remain committed to his satisfaction In conjunction with said commitment we note that Mr [redacted] generous concerns and feedback have been shared with the appropriate internal parties for their consideration, in an effort to prevent this misrepresentation of our commitment from recurring We've also taken the liberty of processing the necessary inter-departmental paperwork so that Mr [redacted] partial refund request may be fulfilled within the up and coming business days That said, we ask that he kindly allow business days for internal processing and 3-business days thereafter for such to post within his respective bank account (Note: processing times may vary by financial institution) We close by expressing our sincere desire that Mr [redacted] finds our final actions to be more consistent with our herien-referenced commitment to satisfaction and thus, hope to be of service to him in the future Regards, [redacted] , SrManager Compliance & Regulatory Risk Management Department [redacted]
Revdex.com Roman","serif";">Re: [redacted] Complaint ID# [redacted] We would like to thank you for allowing us to review this matter and extend our apologies for any inconveniencesWe assure you that we remain committed to our customers’ satisfactionIn response to the above-referenced and having reviewed our internal records for MDN [redacted] our records showed that the Mobile number was active and enjoying all plan features as offered We were not able to find any direct purchases through Locus TelecommunicationsBecause his purchase seems to involve a third party, we respectfully suggest for [redacted] to contact the party where he place the purchase and follow their return and exchange policy In light of the above summarize we’ll respectfully consider this matter closed Regards, Compliance Group Locus Telecommunications, Inc(HWireless)
March 1, Revdex.com Roman" size="3"> [redacted] Complaint ID# [redacted] In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred I reassure [redacted] that Locus Telecommunications (HWireless) remains committed to customer satisfaction Our records indicate that you have a Pay As You Go Plan Records further showed MDN [redacted] balance as of 1/20/was $ Our terms and conditions states: Prepaid Refills H2O Wireless Monthly plans expire days after loaded to your accountH2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill cardUnused minutes or data allowance do not roll overIf you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.eno stacking)Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill cardIf your account balance falls to zero while you are on a call, the call will be disconnectedIf your account is inactive, you will not be able to utilize your wireless device for any purposeYour account and phone number will be cancelled if the balance remains at $for consecutive days or moreH2O refills can only be used with H2O DevicesCredits cannot be transferred from one account to another If your account becomes inactive, we may de-activate your account and you may lose your phone numberIf you wish to use Services after your account has been de-activated, call Customer Service for reactivationThere may be a charge to reactivate and we cannot ensure that the same phone number will be available [redacted] Please keep in mind expiration dates to avoid losing your account balanceout of courtesy and due to any misunderstanding we will process a onetime credit by putting your account balance back, a total of $The new Account expiration date is 03/11/please add minutes to avoid losing your balance That being said, we consider this case satisfactorily resolved Regards, Compliance Coordinator Locus Telecommunications LLC
Revdex.com Re: ID# [redacted] ( [redacted] ***) We thank you for allowing us to review this matter We would like to reassure Mr [redacted] that Locus Telecommunications (H2O Wireless) remains committed to ethical business practices and customer satisfaction alike Our records indicate that Mr [redacted] with mobile number ###-###-#### referred a friend to use our services As per our advertisement both our current customer and the new customer should receive airtime rewordsThe New customer should activate and add air time though the website only in order for both credits to be honored Our records indicated that the new customer added minutes using our automatic system And for that reason the referral was not fully recorded There are instances in which customers use the automatic systems and might experience these issues These situations are beyond our control but we rest assured we are constantly and currently working to avoid this situation and to improve the service The credit rewards has been honored for both accounts ###-###-#### and ###-###-#### We will proceed to consider this matter respectfully closed, Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC Tell us why here
We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion or misunderstanding(s) We reassure him that we remain committed to his satisfaction, as is/was evident by the [prior] repeated efforts by our Customer Relations staff members who exhausted valiant, yet ultimately futile efforts to accomodate our valued customers requests only to subsequently learn that such wasn't possible because his number simply doesn't meet the relevant promotion-specific requirementsI equally apologize if the genuine "good intentions" of our Customer Relations staff added to the overall, inadvertent confusion In conjunction with our aforementioned commitment and having reviewed the particulars of his individual concern I regretfully concur that his [redacted] prepaid mobile number of ###-###-#### isn’t eligible for the currently advertised and temporary auto-recharge program (ARC) related promotion, as said promotion is for new enrollees, i.ethose that enroll within the immediate 6-month period after the promotion commencement date of 02/19/ Note: [redacted] aforementioned number enrolled on 12/28/ (Please see [redacted] for more supportive details) That being said and as refunds are equally unwarranted, I've instead taken the liberty of: (1) Extending the airtime expiration date of our valued customers herein-referenced [redacted] *** prepaid mobile number to 08/01/14, i.eaffording an extra and complimentary two week period of service, (2) Have reset all plan-specific allowances, e.gdata balance, etc., (3) Have manually adjusted his ARC schedule in accordance with such so that the next payment isn’t systematically collected until 08/01/(Note: Prior schedule dictated a 07/17/automatic payment collection date as the service was set to expire on 07/17/14) We certainly hope that [redacted] [redacted] finds our response and overall actions to be to his satisfaction and otherwise close by respectfully reiterating that his/her above-referenced number unfortunately doesn’t qualify for our currently advertised auto-recharge program related [temporary] promotion and nevertheless thank him for his time and patronage Sincere Regards, [redacted] , SrManager of Compliance and Regulatory / Risk Management Dept [redacted]
Revdex.com Consumer Affairs Roman" size="3"> Re: Complaint ID# [redacted] ( [redacted] ) We expressed our sincere apologies any inconvenience that may have occurred while using one of our productsWe reassured him that Locus Telecommunications is committed to customer’s satisfaction We took the liberty to contact Ms [redacted] via email requesting the pin numbers she attempted to usePIN [redacted] and PIN [redacted] Our records indicate these pins did not expired, but were part of a few cards that had to be deactivated due to an internal investigationWe have provided three $new pins to Ms [redacted] via email Two pins for replacement and one extra for the inconvenience We respectfully will consider this matter to be effectively resolved, unless we hear otherwise Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc
We thank Mrs [redacted] for allowing us to re-address her individual concern and extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experiencedI assure her that we remain committed to her satisfactionIn conjunction with said commitment and in an effort to effectively clarify matters, I respectfully draw everyone's attention to the area our current TERMS & CONDITIONS entitled UNLIMITED PLAN ABUSE at [redacted] where the following is publicly advertised: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial useOther uses have a disproportionate impact on network resources and are therefore considered unreasonableUnreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long durationH2O’s unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.gdownloading files)While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibitedOur data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over the network (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j) for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial useThe 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 noticeGiven her statements, I presume that this is what previously transpired in Mrs [redacted] caseIn light of such and anticipating that I’ll be restoring Mrs [redacted] H2O Bolt services (and granting a new, complimentary month of service) and 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 ensueI also recommend that she power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activityThe above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closedRegards, [redacted] , SrManager
Revdex.com Re: [redacted] Complaint ID# [redacted] In response to the above reference matter, we would like to apologize to Mr [redacted] for any inconvenience, or delays that he might have experiencedWe reassure him that Locus Telecommunications (H2O Wireless) remains committed to Customer satisfaction throughout the time under our service including while he was attempting to transfer his service elsewhere In conjunction to the said commitment and having reviewed all internal records, we advise that the matter has since been resolved in the form of the number ###-###-#### being reinstated and available to port out Please note the account has to be port out before expiration date 3/10/or the number will be lost from our database In light of the above summarize we’ll proceed to consider this matter closed, unless we hear otherwise Regards, Compliance Coordinator Locus Telecommunications, Inc
We extend our apologies to Mr [redacted] for any misunderstandings or frustrations he might have experiencedWe reassure him that we remain committed to customer satisfaction.Mr [redacted] did not include the calling card pin number in the complaint In an effort to help in regards of this matter, I personally e-mailed her requesting information in order form us toinvestigate the issue he brought to our attention However, we have not received a responseTo better assist Mr [redacted] in regards to this matter we ask her to please provide the Calling card in question Pin Number and his Telephone company statementThat being said and unless we hear otherwise, we will respectfully consider this case closed
In response to above referenced matter, we extend our genuine apologies for any inconvenience Mr/ Mrs [redacted] may have individually experienced I reassured him/her thatLocus Telecommunications remains committed to customer satisfaction.Our records indicated that Mr [redacted] was attempting to purchase a SIM Card in our official website transactions reported to failed, however those transaction were processed while we were life testing our PayPal gateway or handset purchases, it seems the gate way was not communicating properly by allowing purchase under the set amountWe have process a refund to his credit card for two $transactions a total of $to the credit card Please allow to days for the credit to reflect in the credit card account depending on the financial entity.In light of the above-summarized we’ll proceed to consider this matter to be effectible closed
I am rejecting this response because: I called the company trying to give them the info and the person I got on the phone was very unprofessional and said he couldn't provide the free month of service [redacted]
Complaint: [redacted] I am rejecting this response because: the receipt clearly shows my intention to pay this companyEven through all of this I still remain a loyal customer and think I should at least have a credit Regards, [redacted]
We thank you for bringing this matter to our attention and extend our sincere apologies to our valued customer for any prior, inadvertent confusion experienced We assure her that despite what such may have temporarily led her to believe we remain committed to her satisfaction /> In an effort to proceed in a manner consistent with such commitment, we ask that our valued customer kindly elaborate on her individual complaint, concern or experience as otherwise I've not uncovered any records that suggest any errors, interuptions in service or comparable regarding [redacted] *** prepaid mobile number ###-###-#### which I presume is the relevant number Elaborating on my own comment, I respectfully note that said records indicate that such number has enjoyed voice, text and data in recent months; with no obvious discrepancies All in all, I remain eager to hear from Mrs [redacted] in hopes of effectively readdressing and or clarifying any lingering confusion Regards, [redacted] SrManager, Compliance & Regulatory [redacted]
Revdex.com Re: ID# [redacted] ( [redacted] **) face="Times New Roman" size="3"> We extend our apologies for any misunderstandings or frustrations Mr [redacted] might have experiencedWe reassure him that Locus Telecommunications remains committed to customer satisfaction Our internal records showed that, H2O Wireless Prepaid mobile number [redacted] is currently active and enjoying all plan-corresponding featuresRecords further showed that there have been completed international phone calls No errors or issues found in the International set up system With no additional actions to take, we’ll proceed to consider this matter closed unless we hear otherwise Regards, Compliance Coordinator Legal Department Locus Telecommunications, Inc
We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion, difficulties and overall frustration that she may have previously experienced We reassure her that despite what such may have led her to believe, we remain committed to her satisfaction That being said and having been previously made aware of the matter, I attempt to clarify matters and offer relevant updates [to Mrs [redacted] ] as follows: Expired H2O BOLT devices may be recharged without any Customer Relations intervention and or “extra” steps Unfortunately, the same cannot be said for inactive H2O BOLT devices as those devices need to undergo a manual restoration (aka “restore”) process Such may be fulfilled by way of our “Live” Customer Relations staff at ###-###-#### between the hours of 9am-12am ET or online at https://bolt.h2owirelessnow.com/mainControl.php?page=index under the SERVICES tab (upon signing in) The previously attempted recharge(s) that Mrs [redacted] referenced was/were unfortunately voided (thus, resulting in the temporary holding of funds on the credit-card issuers end) because our automated system was unable to replenish her then-inactive H2O BOLT device after the fact I again apologize for any confusion that may have derived from said “temporary” holding of funds and if such wasn’t effectively explained to Mrs [redacted] prior to this correspondence We’ve heard Mrs [redacted] ’s prior feedback and have since tested our aforementioned website and have made all feasible modifications in an effort to provide a seamless and satisfactory customer experience *Prior issues are believed to have been attributed to web-browser incompatibility, i.eweb-browser and or plupdates that may have directly impacted our end user experience, unbeknownst to us We’re confident that Mrs [redacted] will enjoy a more seamless and pleasant online experience going forward, as a result of our aforementioned joint efforts To further ensure such and in light of her prior experience(s), I’ve taken the liberty of extending the expiration date on her current H2O BOLT plan by one [complimentary] month Whereby, the new expiration date is 07/29/as opposed to the prior 06/29/14, i.eshe needs not recharge it until then I certainly hope that Mrs [redacted] finds my response and actions to be more indicative of our aforementioned commitment to her satisfaction and otherwise remind her that we remain at her disposal
Revdex.com Re: Complaint ID# [redacted] *** ***) In response to the above matter, we extended our sincere apologies for any misunderstanding that might have occurred I reassure Mrs [redacted] that Locus Telecommunications (HWireless) remains committed to customer satisfaction Our records indicate that you have a Pay As You Go Plan Records further showed your account balance was due to expired on 2/16/the account had a remaining balance of $ Normally we recommend customers to replenish at least the day before the expiration date to avoid losing their account balance Our terms and conditions states: Prepaid Refills H2O Wireless Monthly plans expire days after loaded to your accountH2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill cardUnused minutes or data allowance do not roll overIf you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.eno stacking)Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill cardIf your account balance falls to zero while you are on a call, the call will be disconnectedIf your account is inactive, you will not be able to utilize your wireless device for any purposeYour account and phone number will be cancelled if the balance remains at $for consecutive days or moreH2O refills can only be used with H2O DevicesCredits cannot be transferred from one account to another If your account becomes inactive, we may de-activate your account and you may lose your phone numberIf you wish to use Services after your account has been de-activated, call Customer Service for reactivationThere may be a charge to reactivate and we cannot ensure that the same phone number will be available [redacted] Out of courtesy, we credit the $back into her account Expiration date is 05/17/ That being said, we consider this case satisfactorily resolved Regards, Compliance Coordinator Locus Telecommunications LLC
We ask that our valued customer please excuse any prior, inadvertent confusion caused by the systematic actions previously taken and note that their H2O BOLT service will be restored within the next few hours from this correspondence (today, 12/16/14)Their device will equally receive a new month of [complimentary] service, as a token of sincere apologies for any inconveniences and or delays experienced.The relevant H2O BOLT device will simply need to be power-cycled (i.eturned off and back on) to accept our changesThat said, I regretfully advise that the actions previously taken were the result of the underlying carrier having flagged the relevant H2O BOLT device for "abuse", which resulted in the mutually undesired outcome we readdress hereinIn an effort to prevent the same from recurring, we invite our valued customer to review the AUTHORIZED USE policy located within the services overall TERMS & CONDITIONS at https://bolt.h2owirelessnow.com/mainControl.php?page=Tc#authorized.We thank our valued customer for their time and understanding and respectfully insist that they directly contact us by way of our below-depicted toll free number if we may be of any additional product/service assistance, as we'll otherwise consider this matter to be effectively closed
We thank Mr [redacted] for bringing this matter to our attention and re-extend our apologies for any inadvertent misunderstanding or dissatisfaction We humbly reassure him that despite what such may have led him to believe, we remain committed to his satisfaction In conjunction with said commitment we note that Mr [redacted] generous concerns and feedback have been shared with the appropriate internal parties for their consideration, in an effort to prevent this misrepresentation of our commitment from recurring We've also taken the liberty of processing the necessary inter-departmental paperwork so that Mr [redacted] partial refund request may be fulfilled within the up and coming business days That said, we ask that he kindly allow business days for internal processing and 3-business days thereafter for such to post within his respective bank account (Note: processing times may vary by financial institution) We close by expressing our sincere desire that Mr [redacted] finds our final actions to be more consistent with our herien-referenced commitment to satisfaction and thus, hope to be of service to him in the future Regards, [redacted] , SrManager Compliance & Regulatory Risk Management Department [redacted]
Revdex.com Roman","serif";">Re: [redacted] Complaint ID# [redacted] We would like to thank you for allowing us to review this matter and extend our apologies for any inconveniencesWe assure you that we remain committed to our customers’ satisfactionIn response to the above-referenced and having reviewed our internal records for MDN [redacted] our records showed that the Mobile number was active and enjoying all plan features as offered We were not able to find any direct purchases through Locus TelecommunicationsBecause his purchase seems to involve a third party, we respectfully suggest for [redacted] to contact the party where he place the purchase and follow their return and exchange policy In light of the above summarize we’ll respectfully consider this matter closed Regards, Compliance Group Locus Telecommunications, Inc(HWireless)
March 1, Revdex.com Roman" size="3"> [redacted] Complaint ID# [redacted] In response to the above matter, we extended our sincere apologies for any inconvenience or misunderstanding that might have occurred I reassure [redacted] that Locus Telecommunications (HWireless) remains committed to customer satisfaction Our records indicate that you have a Pay As You Go Plan Records further showed MDN [redacted] balance as of 1/20/was $ Our terms and conditions states: Prepaid Refills H2O Wireless Monthly plans expire days after loaded to your accountH2O Wireless Pay as You Go plans and H2O BOLT plans expire in accordance with the expiration date provided with your purchased refill cardUnused minutes or data allowance do not roll overIf you switch between plans or renew a plan before expiration, the features associated with your prior plan will no longer be available (i.eno stacking)Credits to your prepaid account will be valid for a limited time from purchase, in accordance with the terms of your plan and/or the expiration date provided in conjunction with your purchased refill cardIf your account balance falls to zero while you are on a call, the call will be disconnectedIf your account is inactive, you will not be able to utilize your wireless device for any purposeYour account and phone number will be cancelled if the balance remains at $for consecutive days or moreH2O refills can only be used with H2O DevicesCredits cannot be transferred from one account to another If your account becomes inactive, we may de-activate your account and you may lose your phone numberIf you wish to use Services after your account has been de-activated, call Customer Service for reactivationThere may be a charge to reactivate and we cannot ensure that the same phone number will be available [redacted] Please keep in mind expiration dates to avoid losing your account balanceout of courtesy and due to any misunderstanding we will process a onetime credit by putting your account balance back, a total of $The new Account expiration date is 03/11/please add minutes to avoid losing your balance That being said, we consider this case satisfactorily resolved Regards, Compliance Coordinator Locus Telecommunications LLC
Revdex.com Re: ID# [redacted] ( [redacted] ***) We thank you for allowing us to review this matter We would like to reassure Mr [redacted] that Locus Telecommunications (H2O Wireless) remains committed to ethical business practices and customer satisfaction alike Our records indicate that Mr [redacted] with mobile number ###-###-#### referred a friend to use our services As per our advertisement both our current customer and the new customer should receive airtime rewordsThe New customer should activate and add air time though the website only in order for both credits to be honored Our records indicated that the new customer added minutes using our automatic system And for that reason the referral was not fully recorded There are instances in which customers use the automatic systems and might experience these issues These situations are beyond our control but we rest assured we are constantly and currently working to avoid this situation and to improve the service The credit rewards has been honored for both accounts ###-###-#### and ###-###-#### We will proceed to consider this matter respectfully closed, Regards, Compliance Coordinator Legal Department Locus Telecommunications LLC Tell us why here
We thank our valued customer for allowing us to readdress this matter and extend our sincere apologies for any inadvertent confusion or misunderstanding(s) We reassure him that we remain committed to his satisfaction, as is/was evident by the [prior] repeated efforts by our Customer Relations staff members who exhausted valiant, yet ultimately futile efforts to accomodate our valued customers requests only to subsequently learn that such wasn't possible because his number simply doesn't meet the relevant promotion-specific requirementsI equally apologize if the genuine "good intentions" of our Customer Relations staff added to the overall, inadvertent confusion In conjunction with our aforementioned commitment and having reviewed the particulars of his individual concern I regretfully concur that his [redacted] prepaid mobile number of ###-###-#### isn’t eligible for the currently advertised and temporary auto-recharge program (ARC) related promotion, as said promotion is for new enrollees, i.ethose that enroll within the immediate 6-month period after the promotion commencement date of 02/19/ Note: [redacted] aforementioned number enrolled on 12/28/ (Please see [redacted] for more supportive details) That being said and as refunds are equally unwarranted, I've instead taken the liberty of: (1) Extending the airtime expiration date of our valued customers herein-referenced [redacted] *** prepaid mobile number to 08/01/14, i.eaffording an extra and complimentary two week period of service, (2) Have reset all plan-specific allowances, e.gdata balance, etc., (3) Have manually adjusted his ARC schedule in accordance with such so that the next payment isn’t systematically collected until 08/01/(Note: Prior schedule dictated a 07/17/automatic payment collection date as the service was set to expire on 07/17/14) We certainly hope that [redacted] [redacted] finds our response and overall actions to be to his satisfaction and otherwise close by respectfully reiterating that his/her above-referenced number unfortunately doesn’t qualify for our currently advertised auto-recharge program related [temporary] promotion and nevertheless thank him for his time and patronage Sincere Regards, [redacted] , SrManager of Compliance and Regulatory / Risk Management Dept [redacted]
Revdex.com Consumer Affairs Roman" size="3"> Re: Complaint ID# [redacted] ( [redacted] ) We expressed our sincere apologies any inconvenience that may have occurred while using one of our productsWe reassured him that Locus Telecommunications is committed to customer’s satisfaction We took the liberty to contact Ms [redacted] via email requesting the pin numbers she attempted to usePIN [redacted] and PIN [redacted] Our records indicate these pins did not expired, but were part of a few cards that had to be deactivated due to an internal investigationWe have provided three $new pins to Ms [redacted] via email Two pins for replacement and one extra for the inconvenience We respectfully will consider this matter to be effectively resolved, unless we hear otherwise Regards, [redacted] Compliance Coordinator Locus Telecommunications, Inc
We thank Mrs [redacted] for allowing us to re-address her individual concern and extend our heartfelt apologies for any inadvertent delays, misunderstanding, confusion and or inconveniences experiencedI assure her that we remain committed to her satisfactionIn conjunction with said commitment and in an effort to effectively clarify matters, I respectfully draw everyone's attention to the area our current TERMS & CONDITIONS entitled UNLIMITED PLAN ABUSE at [redacted] where the following is publicly advertised: UNLIMITED PLAN ABUSE For any Service that includes unlimited features, “unlimited” does not mean unreasonable useH2O’s unlimited voice features are provided solely for dialogue between two individuals and for non-commercial useOther uses have a disproportionate impact on network resources and are therefore considered unreasonableUnreasonable voice use includes, but is not limited to, the following: monitoring services, transmission of broadcasts, telemarketing, call center services, autodialed calls, an abnormally high number of conference calling, calls, or messages, and/or calls of abnormally long durationH2O’s unlimited data or messaging features are provided solely for purposes of non-commercial messaging, Internet browsing, e-mail access, and the non-continuous streaming of data (e.gdownloading files)While most common uses are permitted by our data and messaging features, there are certain uses that cause extreme network capacity issues and are therefore prohibitedOur data and messaging services may not be used: (a) to generate excessive amounts of Internet traffic through the continuous, unattended streaming, downloading, or uploading of videos or other files, (b) to operate hosting services, (c) to maintain continuous active network connections to the Internet such as through a web camera or automated machine-to-machine connection or peer-to-peer (P2P) file sharing, (d) to disrupt e-mail use by others using automated or manual routines, including, but not limited to "auto-responders," cancel bots, or other similar routines, (e) to transmit or facilitate any unsolicited or unauthorized advertising, promotional materials, “spam,” unsolicited commercial or bulk e-mail or messaging, (f) for activities adversely affecting the ability of other people or systems to use either H2O's wireless services or other parties' Internet-based resources, including, but not limited to, "denial of service" (DoS) attacks against another network host or individual user, (g) for an activity that tethers or connects any device to personal computers or other equipment for the purpose of transmitting wireless data over the network (unless customer is using a plan designated for such usage), (h) as a dedicated data connection, (i) for abnormally long data transmissions, or (j) for any other reason that, in our sole discretion, violates our policy of providing “unlimited” Services for non-commercial useThe 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 noticeGiven her statements, I presume that this is what previously transpired in Mrs [redacted] caseIn light of such and anticipating that I’ll be restoring Mrs [redacted] H2O Bolt services (and granting a new, complimentary month of service) and 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 ensueI also recommend that she power off the device when not needed, as to avoid any unnecessary or unauthorized usage/activityThe above being said and unless we hear otherwise, we'll proceed to consider this individual matter to be effectively closedRegards, [redacted] , SrManager
Revdex.com Re: [redacted] Complaint ID# [redacted] In response to the above reference matter, we would like to apologize to Mr [redacted] for any inconvenience, or delays that he might have experiencedWe reassure him that Locus Telecommunications (H2O Wireless) remains committed to Customer satisfaction throughout the time under our service including while he was attempting to transfer his service elsewhere In conjunction to the said commitment and having reviewed all internal records, we advise that the matter has since been resolved in the form of the number ###-###-#### being reinstated and available to port out Please note the account has to be port out before expiration date 3/10/or the number will be lost from our database In light of the above summarize we’ll proceed to consider this matter closed, unless we hear otherwise Regards, Compliance Coordinator Locus Telecommunications, Inc
We extend our apologies to Mr [redacted] for any misunderstandings or frustrations he might have experiencedWe reassure him that we remain committed to customer satisfaction.Mr [redacted] did not include the calling card pin number in the complaint In an effort to help in regards of this matter, I personally e-mailed her requesting information in order form us toinvestigate the issue he brought to our attention However, we have not received a responseTo better assist Mr [redacted] in regards to this matter we ask her to please provide the Calling card in question Pin Number and his Telephone company statementThat being said and unless we hear otherwise, we will respectfully consider this case closed