ComplaintsforLocus Telecommunications, Inc.

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ for international and. My. Phone never worked. Called. For a refund and. Never. Got any response. Cant even talk to a supervisor

  Business response

  10/16/2024

  Dear Ms. ******************* regret to hear about the international roaming issue you experienced. Please accept our apologies for any inconvenience this has caused you.
  
  We previously reached out to you directly via email to gather additional information and research your refund request.  To expedite the resolution, we kindly ask for your reply to our email for further assist you regarding your refund request. 
  
  We're happy to assist you further and answer any questions you may have.  Our Customer Support Team is available using our Contact Form at ****************************************************, by phone at **************, and via social media direct message on ********* Instagram, and ******* (if you follow us).
  
  Thank you for your feedback, which helps us improve the H2O Wireless experience.
  
  Kind regards,
  H2O Wireless Customer Support

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been an *** since 2014, and had autopay setup the entire time. In July, I saw on my credit card statement that I received a double charge. I filed a dispute through my credit card company. In August, I found out that my autopay information was missing and that *** was not responsive to my bank about the dispute. To avoid the situation, I changed my autopay to a different bank altogether. The charge went through normally, but 2 weeks later my phone service suddenly went out. I found out my autopay information was deleted again, and I contacted customer service from my spouse's phone. I was told that there was some issue in the system but the payment in August was good and was promised that my service would be back and receive a call within 24 hrs. 36 hrs later, still no response and no service. I tried the online customer service chat with all details, I was only left with a message to "call the bank" and no further responses ever. I called customer service several times. We were also told to "call the bank" because there was an issue with the charge, even though there was no issue with the charges on my end. We were put on hold several times with no practical help and the agent refused to connect us with a supervisor before hanging up on us again. The agents were not able to explain clearly what they thought the issue was, and we were told at different times that it was the "July payment" and that it was the "August payment" that had the issue. We called both banks throughout this experience, and both said that the charges looked completely normal and that the money was definitely sent to ***. I have been without phone service for more than a week. This situation can't be resolved no matter who I contact. This has had a significant impact on my life and work. I need my phone for receiving medical updates from my doctor, etc. I don't even know what I could do if I wasn't able to use my spouse's phone to get as far as I did.

  Business response

  10/10/2024

  Dear Mr. *******,
  
  
  We sincerely apologize for the inconvenience caused by the recent issues with your *** Wireless service. We understand your frustration and appreciate you bringing this matter to our attention.
  
  
  Following your inquiries regarding three disputed charges, your phone number was placed on chargeback status and service was suspended. We are happy to confirm that two of the disputed transactions have been reversed.
  
  
  As a result, your phone number has been reinstated, and you will receive a refund for the duplicate transaction that occurred in July. Please allow 5-7 business days for the refund to post back to your original payment method.
  
  
  Your account is active and in service until November, as we have not received the third chargeback reversal. We kindly ask that you contact your financial institution to resolve this chargeback at your earliest convenience. This will allow us to fully reactivate your service.
  
  
  We're always happy to assist you further if you have any additional questions or concerns.  Our Customer Support Team is available using our Contact Form ….by phone at ###-###-####, and via social media direct message on Facebook, Instagram, and Twitter (if you follow us).
  
  
  Thank you for your feedback, which always helps us improve the *** Wireless experience.
  
  
  Kind regards,
  *** Wireless Customer Support
  
  

  Customer response

  10/13/2024

  [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.

  Regarding the reversal of the third dispute, I have already contacted *****, and they said the process may take up to 45 days from the request date, and I have already mentioned that to Jennyfer F.   We will continue to monitor the situation.

  Regards,
  
  ******* *******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states their number was ported out without their knowledge. The consumer contacted the business and no one has any information and will not assist.

  Business response

  08/29/2024

  Dear ********************,
  
  We regret your phone number was ported without your authorization. We truly apologize for the inconvenience you've been caused. 
  
  The phone number ending in 5728 was ported out due to the caller verifying all account information and three recently contacted phone numbers on August 23, 2024. As a result of ownership verification, the phone number was ported to a new carrier.
  
  We confirm your new line ending in 2137 is active on a new account with the eSIM and plan purchased.
  
  The initial phone number was recovered by H2O Wireless and is currently inactive in a suspended status. A refund for your order number ******** is currently processing. Please allow 5-7 business days for the refund to process and post to your original payment method.
  
  We will also provide a 30-day credit to your active account associated with the phone number 2137 under the $30 Unlimited Talk & Text + 10GB Data + 5GB Hotspot plan on September 22, 2024. 
  
  Please let us know if you have any additional questions or concerns. Our Customer Support Team is available through multiple channels:
  
  Website: ****************************************************
  Phone: **************
  Social Media: Direct message us on ********* Instagram, or X (if applicable)
  
  Your feedback is valuable and helps us improve the H2O Wireless experience.
  
  Thank you,
  H2O Wireless
  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a loyal customer of ************************** for about 10 years. Today, my phone number was disconnected without any notification even though I have set up my account with autopay and every payment was on time. I contacted customer service and was notified that I owe $20 on my account which led to the suspension of my phone number (the number provided in the contact information). Although I did not understand how I could owe $20 as I have been using autopay, I chose to provide my credit card information over the phone in order to get the phone number restored. The associate charged $20 from my credit card, but later explained that the transaction was declined. I was directed to contact my bank for proceeding with this transaction. I contacted my bank and the bank explained that the $20 payment went through in the first place, but H2O wireless issued that as a refund instead. The bank could not reverse a payment which was a refund from H2O wireless. After talking to my bank couple times, it became obvious that the H2O wireless associate I spoke to had refunded the $20 instead of waiting for the payment transaction to complete. Therefore, I called back the customer service of **************************, and explained, and discussed options to proceed with my payment to unfreeze my phone number. I contacted the customer service several times and the associates all insisted me contacting my bank even after I had clearly explained that I already spoke to my bank and the bank could not reverse this payment. I also offered to provide other credit card as payment however the associates refused to use. I was eventually put to talk with a supervisor, who unfortunately hanged on me without providing any solution. I spent my afternoon and evening making many phone calls trying to get this resolved, however up until midnight my phone number is still suspended.

  Business response

  07/15/2024

  Dear ***,
  
  We are writing to apologize for the recent cancellation of your H2O Wireless service. We understand this caused inconvenience, and we sincerely regret the experience.
  
  Upon reviewing your account and investigating the disputed chargeback, we have confirmed that the transaction in question was not authorized by you. As a result, we have successfully reinstated your service.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact our Customer Support Team. We are always happy to help! You can reach us via:
  
  Our website: ****************************************************
  Phone: **************
  Direct message on social media: ********* Instagram, and ******* (if you follow us)
  Thank you for your patience and understanding. Your feedback is valuable to us, and it helps us continuously improve the H2O Wireless experience.
  
  Kind regards, 
  H2O Wireless Customer Support
  
  

• 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,
  
  *******************************

*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. ↩