ComplaintsforLocus Telecommunications, Inc.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an H20 wireless plan for 4 months for a study abroad program. I transferred my cell phone number to H20. Upon arrival in Italy, my cell phone did not work. I tried calling and speaking with H20 to resolve my phone issues. They were unhelpful, they wanted more money to have it work. I just wanted the service I paid for. After two weeks of numerous phone calls, I asked for a refund. They refused. I called my credit card company and disputed the charge. I attempted to speak to H20 a dozen times to get the account resolved. Rude customer service, and very unhelpful. I decided to port my phone number back to my previous cell phone company, but H20 has refused to give me my phone number back unless they are paid for the 4 months of service, The service they didn't provide!!!!! I have called my regular cell phone company and they have tried to 3-way call with H20 6 times. H20 keeps giving us the run-around and saying yes go ahead and port it. They gave us a transfer PIN and "escalated" the case every time we called. Nothing has worked. They want to be paid for a service they didn't provide, They are holding my cell phone number hostage for ransom. No payment no cell phone number. I asked them to pull up all the records of my calls where I had no service and they DONT care. At this point, I would have to say they are a dishonest and scam company. RUN FAR AWAY!!!!!

  Business response

  04/16/2024

  Dear Ms. **********
  
  
  We were sorry to hear about the trouble you had transferring your phone number to your new carrier. We sincerely apologize for the inconvenience this caused.
  
  
  We're happy to confirm that your phone number was successfully transferred on April 15, 2024. Thank you for your patience while we worked to resolve this issue.
  
  
  If you have any further questions or concerns, please don't hesitate to contact our Customer Support Team. They are available at ****************, by phone at ###-###-####, and by direct message on Facebook, Instagram, and X (Twitter) (if you follow us ************).
  
  
  We appreciate your feedback, as it helps us improve the H2O Wireless experience. We value your business and hope you'll give us another chance in the future.
  
  
  Kind regards,
  H2O Wireless Customer Support

  Customer response

  04/16/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  * *********

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  For about 1 month I have been trying to contact the regular CS (whom finally messed up my service today to the point that I cannot make any calls and have no service), I have been emailing for 1 month to the supervisor ************************ who works for h2o wireless and he does not respond whatsoever.I have also emailed ************************** and ************************* No response.H2o has been charging me for a service (international calling) and is refusing to provide the service accordingly. First all calls dropped and now I cannot even connect. Again, this has been going on for over a month! Today I spoke to CS agent ******, during my desperate attempt to get my service restored, but she not only did not help at all, but actually entirely made it so I do not have any service now when she did some "reset" in the back. I even asked her if she knows what she is doing (bc I was concerned things might get worse) and she could not even explain it.She also promised to call me back (which she cant now bc my service is not working) but she did not even bother to at least email back or have her supervisor email me, since, if she would have checked she would see I have no service. Well, things got worse.I don't know whom else to reach out to since no one, neither CS nor other email contacts are helping. So I am trying to get things solved with the BBB or I will have to do a charge back for the money i have paid and not received service.

  Business response

  04/24/2024

  Dear ******************,
  
  
  We truly regret to hear about your experience with H2O Wireless thus far. Please accept our sincerest apologies for the inconvenience caused.
  
  
  We're pleased to hear that after additional troubleshooting, your international long-distance phone calls are now working. As you have been experiencing service interruption, we refunded the last two Autopay transactions. Please allow five to seven business days for the refund to post to the original payment method used, as your bank may have a separate processing timeframe. 
  
  
  We appreciate you using your valuable time to provide us with your feedback. We're taking steps to ensure proper training and procedures are in place, to ensure this situation does not occur in the future. Thank you for your patience as we worked to resolve this issue.
  
  
  If you have additional questions or concerns, our Customer Support Team is available at ****************************************************, by phone at **************, and by direct message on ********* Instagram, and X ********* if you follow us. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  
  Kind regards, 
  H2O Wireless Customer Support

  Customer response

  04/24/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  ********************************* was of amazing assistance.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We cancelled services back in December when the *** program expired we are continuously being charged months to month when I have already canceled services this is a problem that occurred within their services not mine when the *** program had expired they should have contacted me before it expired so that I can try to renew or to cancel before this bill got to this. I'm deaf and it's very difficult for me to to handle certain situations especially when it has to deal with verbal communication.

  Business response

  03/28/2024

  AT&T has confirmed that the matter involves Locus Communication. Transferring complaint to be addressed by Locus Communication.

  Business response

  04/26/2024

  Dear **********************,
  
  We are sorry to hear about your experience with H2O Wireless thus far. Please accept our apologies for any inconvenience caused.
  
  We attempted to reach you via email at the address provided for additional information on April 12 and again on April 19. However, we have not received a response yet. 
  
  Regarding your feedback, H2O Wireless is not a participant in the Affordable Connectivity Program. If you are a current H2O customer, we're happy to assist you with your account, including making a payment or cancelling your service. 
  
  At your earliest convenience, you may email our Support Team by using the Contact Form at ****************************************************, by phone at **************, and by direct message on ********* Instagram, and X ********* if you follow us. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  Kind regards, 
  H2O Wireless Customer Support
  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Requesting data deletion of my HR file due to a security concern from 'information gatherers' such as Asian shamans, a shady psychiatrist, etc. if allowed -***********************, PO Box 1615, ***********, ** ***** under **************************?-Need HR to contact me by phone to go over benefits -Thank you in advance for adherance.

  Business response

  04/09/2024

  I have worked with our HR department about below person and found that we have no record to delete  or provide benefits as history  of employment is over last 7 years.
  

  We will notify the person via email.
  

  Thank you

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 11, I call H20 wireless to start service with them and transfer my numbers. The request was started and I am told to wait 2-24 hours. Next day I call and I am told that they are having trouble with porting the numbers. Everyday I call 4-5 times and I am told to wait since there’s a problem with the transfer. 4 days later and I am told the phones are active but both my phones are not active or working.. I am told they will send me new sim cards.. on Nov 13 I paid $53.70 for the service and Lisa told me not to worry the account would be adjusted when the service is activated.. once I receive the sims and activate. On Nov 18 I received the sims and call again, the sims are not working and I still have no service, customer service was horrible, I asked to talk to a supervisor and I was denied, I sent a message and didn’t hear back, asked for a refund and they hanged on me 3 times .I gave up and transfered my numbers to a new conpany who activated my phones in 10mins. Never had service with them and they refused to refund me several times.. more than 8 days wasted waiting with a phone.

  Business response

  11/28/2023

  Dear Ms. *******
  
  We regret to hear about your experience with H2O Wireless thus far. Please accept our sincerest apologies for the inconvenience caused. A refund of $53.70 was issued on November 20, 2023, for the multi-line plan. The funds should be posted to your original payment method within five to seven business days. However, there may be a delay due to the holiday. If you have additional questions or concerns, our Customer Support Team is available at ****************, by phone at ###-###-####, and by direct message on Facebook, Instagram, and Twitter if you follow us. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  Kind regards, 
  H2O Wireless Customer Support

  Customer response

  11/28/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ****** ******

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My family account with Criket got hit by fraudstar and 3 out of the four numbers on the account were ported to Locus Telecom.On 11th of this month, specifically last week Monday, I received a message that one of the phone line on our cricket account is getting ported. I immediately call cricket and they asked me to change the pasword and pin, but to my suprise by tuesday morning, my wife line was ported. I called cricket and they open a case for us. On wednesday, two other lines on the account: my line and one othe memeber of the family line was ported leaving behind one last line. Since then we have been without our phone numbers while the people that ported it have been transfering money from our credit card and buying stuff from our credit card since then. As at today, we have lost about $12,000. While cricket promised to help retrive our lines, the wait seem to not coming to an end while we continue to suffer in the hand of the fraustar. As at today, they have taken over one of my yahoo mail,my robinhood account, etrade account, credit card login, and also made several request to my credit card provider. I have reported the case to the police just while we are still struggling to get our numbers back. The numbers that were ported are : *****************-600-5157, ************. Please help us retrive our lines back as this is already affecting us psycologically.The police case number is 2309-05344 Unit 43D17. Harris ************************************ Cricket case number : C-5DLT3A

  Business response

  09/26/2023

  Dear ********************,
  
  We sincerely apologize for the experience you had being ported to H2O Wireless without consent and for the inconvenience you and your family have been caused. All three phone numbers that ported to H2O Wireless without customer authorization have been ported back to Cricket Wireless. If your lines are inactive with Cricket, we recommend contacting them directly to ensure they are re-activated. Again, we genuinely apologize for your experience with H2O and the inconvenience caused. If you have additional questions or concerns, our Customer Support Team is available at ****************************************************, by phone at **************, and by direct message on ********* Instagram, and ******* if you follow us. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  Regards, 
  H2O Wireless Customer Support

  Customer response

  09/26/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks to BBB for the swift action, I wish I had contacted BBB ealier than when I did. 

  The numbers have all be retrieved.
  
  Regards,
  
  *******************************

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account is on an autopay with my bank. On 9/3/2023 I was charged $ *****. The next day I decided to downgrade my service to the $ ***** monthly plan. I assumed the amount I had just paid would be applied, but it wasn't instead my service was cut off until I paid the new amount. On 9/5/2023 I called customer service and explained the situation to the representative he looked into it and told me, No problem. hang up and turn your phone off and on and that will fix the problem. So, I followed his instructions. It didn't work, still no service. I called back and re explained the problem. He put me on hold for about 5 minutes. and he came back on the line and said he will need to recharge on the autopay in the amount of $ ***** so I told him to do that. He told me to hang up and turn my phone off and on. So, I did, and the service was back. Then I looked at the bank and I realized that I now had paid for 2 plans. I called him back and asked for the $ ***** amount to be refunded or applied to my account. He advised that he couldn't do that, because when you change your plan there are no refunds. I explained to him that the old plan was less than a day old when I changed it. He said he would escalate the problem and it would be taken care of within 5 days. Nothing has happened. I can't get a credit or refund. It seems that I need help with this problem.

  Business response

  09/25/2023

  Dear ****************,
  
  We regret to hear about your experience with H2O Wireless. We truly apologize for the inconvenience youve been caused. As a one-time courtesy, we processed a refund of $29.05 on 09/18/2023. The refund should be posted to your bank within 5-7 business days. In the future, any unused balance is forfeited if the phone number is cancelled or a plan change occurs. This information can be found in our Terms and Conditions, section 9. A link can be found below. Again, we sincerely apologize for your poor experience with H2O Wireless. If you have additional questions or concerns, our Customer Support Team is available at ****************************************************, by phone at **************, and by direct message on ********* Instagram, and ******* if you follow us. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  **********************************************************
  
  Regards, 
  H2O Wireless Customer Support

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON JULY 28TH, I BOUGHT A METRO ***** SO I THOUGHT. IT WAS INSTEAD A H20 WIRELESS REFUBISH MOBILE *****. FIRST ***** DIDNT RING OR RECEIVED CALLS. SECOND ***** DIDNT FUNCTION AT ALL. THIRD ***** DIDNT REGISTERED PROPERLY AND ******* ON THE ***** ACCUSED ME OF TRYING TO USE A ***** THAT CAME FROM ANOTHER COUNTRY. THE 4TH ***** DO NOT HAVE ANY STORAGE SPACE OR NOR CAN I USE IT FOR ANY INTERNET INTERACTIONS. I WANTED MY MONIES BACK BUT I WAS TOLD NO BECAUSE OF THE PLAN WAS MONTH TO MONTH. I RESPONDED WITH THE *****S DO NOT WORK PROPERLY AND I STILL WAS REFUSED A FULL REFUND. THE STORE IS STILL ILEGALLY USING THE WORDAGE OF MEDTRO BY ******** AS THEIR NAME TO LURE CUSTOMERS

  Business response

  09/19/2023

  Dear ********************,
  
  We regret to hear about your experience with H2O Wireless thus far. Please accept our sincere apologies for the inconvenience caused, as this is certainly not the experience wed like you to have. Wed appreciate the opportunity to investigate this matter further. Please verify the phone number and full name associated with your H2O Wireless account.

  Regarding the device, we cannot refund an in-store purchase, as the store has its own policies and different points of sale. If you have additional questions or concerns, our Customer Support Team is available at ****************************************************, by phone at **************, and by direct message on ********* Instagram, and ******* if you follow us. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  Regards, 
  H2O Wireless Customer Support

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello. I only have one H2O wireless number. However, since last August, H2O have been charging me twice every month. I contacted H2O, they told me H2O incorrectly activated another number for my esim card last August. Actually, I have never used that number. I requested a refund, however, H2O wireless told me they can only refund the money charged this August. I need the additional refund from last August to this July. The total amount is $231.6 ($19.3 each month). Please help.

  Business response

  08/31/2023

  Dear Mr. ***
  
  We truly apologize for your experience with H2O Wireless thus far, which is not the experience we’d like you to have.
  
  After researching this matter further, we confirm a line of service was activated in July 2022. We have issued a full refund of $241.97 for the transactions from August 2022 until July 2023. Please allow 5-7 business days for this refund to process and post to your original payment method. 
  
  If you have additional questions or concerns, our Customer Support Team is available at ****************, by phone at ###-###-####, and by direct message on Facebook, Instagram, and Twitter if you follow us. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
   Regards, 
  H2O Wireless Customer Support

  Customer response

  09/02/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* 

  My credit card app shows that there are multiple pending refunds now. Even though those refunds are pending, this resolution is satisfactory to me now. 

   

  Regards,
  ****** ** 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the Unlimited Talk, Text, and Data with 15 GB hotspot BYOD (Bring Your Own Device) Plan meaning a sim card with only my prepaid service on it. Said sim card was the only thing being shipped and delivered. I ordered said prepaid wireless service from H20 Wireless on Friday June 16th 2023 at 4:48 AM and chose next day delivery at checkout for a fee of $25.00. By June 20th 2023 no sim card had ever arrived so I was forced to choose another provider. I made a demand request via chat with Maximo of H20 Wireless for a full refund remittance of $86.82. I reached out to H20 Wireless on Tuesday June 27th 2023 and was told by Angelica and Maximo that they are now refusing to refund the $61.82 unless they receive their sim card back. Maximo stated it's per their policy and he will be more than glad to send a copy to the Better Business Bureau and the FTC.

  Business response

  07/10/2023

  Dear Ms. *******
  
  We truly apologize for your experience with H2O Wireless thus far and for the inconvenience caused. We’ve reviewed your account and confirm a refund of $61.82 was issued on 06/27/2023 to the original payment method. Refunds are typically processed within 5-7 business days. If you have not received your refund, we recommend contacting your financial institution, as the bank may have a different processing timeframe. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  Regards, 
  H2O Wireless Customer Service

  Customer response

  07/10/2023

  [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.]
  
  Better Business Bureau:
  
  I was contacted personally via email by Jennyfer F***** regarding remedy and resolution of complaint matter.  However, I was unable to communicate this to the Better Business Bureau to close said complaint until now.  Thank-you Janice C. for your concerted effort and due diligence regarding having said matter resolved expeditiously.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please see the enclosed PDF file attachment and forward to the business.
  
  Sincerely,
  ****** * ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩