Complaints

This profile includes complaints for Locus Telecommunications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Locus Telecommunications, Inc.

  500 Frank W Burr Blvd Ste 39 Ste 580 Teaneck, NJ 07666-6802

  
• 

  H20 Wireless

  3222 M St NW Washington, DC 20007-3621

• 

  Locus Telecommunications, Inc.

  P.O Box 37643 Fort Lee, NJ 07024

  
• 

  H2O Wireless Unlimited

  1876 S Randall Rd Geneva, IL 60134

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -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

  Date: 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

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:09/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  
  ****** * ******

• Initial Complaint

  Date:06/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought 12 month phone plan with order number ******** . The last day of the service supposes to be 06/20/2023. The company cut of all my service at 06/19/2023 around 6 pm **. Tried to communicate this issue with customer service, nobody really helped.

  Business Response

  Date: 07/03/2023

  Dear **************,
  
  We regret to hear about your experience with H2O Wireless. Please accept our sincerest apologies for the inconvenience caused. After reviewing your account, we confirm the plan was changed. Due to the plan being changed, any remaining balance was forfeited. We truly apologize for any miscommunication that has occurred on our behalf. A courtesy seven-day service extension has been applied to your account. Thank you for your feedback, which always helps us improve the H2O Wireless experience.
  
  Regards, 
  H2O Wireless ****************

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $150 for one year of phone service with the intention of switching my longtime phone number to Lotus/H2O. So after paying I called them and asked them to port my phone number from my current phone company to the new SIM card. They said they cannot do it. Then one of their agents told me to buy a new SIM card and they can port the number to that one and transfer the one year of service I paid for to that SIM card. I bought a new SIM card, called back, and was told no. Sophia said it's against company policy to do that. Now I'm out $150 with a brand new phone number that I don't need. I can only use their service with the new phone number.
  
  If they can't solve this problem, I'd like a refund. Please don't quote the terms of service and tell me it means you don't have to fix it or refund it. This is a customer service situation. I'm asking for a reasonable, fair resolution--not legalese.

  Customer Answer

  Date: 06/06/2023

  Thanks for your assistance with complaint ********. Jennyfer from the company contacted me promptly and fixed the problem.

  
  

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  H20 WIRELESS IS NOT RELEASING MY MOBILE NUMBER.H20 Order No: ******** The customer service is so horrible that I have talked today 5 times just to get my account activated. They keep cutting and disconnecting the line.As the customer service is so poor, I decided to move out. Now they are not releasing the number from there. After **** another call, I got the porting details like account number and pin. When I shared these with the other service they said h20 is denying the porting request, saying the information don't match and rejecting the porting request.I am tired of h20. today I have called h20 attest ***** times and still my issue is not resolved. So horrible is their service. I have lost hope of posting the number and took a new connection now. So request to refund the money from h20.

  Business Response

  Date: 06/12/2023

  Dear Skt Lnu, 
  
  We're so sorry to hear about your experience with H2O Wireless, as providing an optimal customer service experience is our top priority. We refunded order number ******** on June 2, 2023; the funds should have been back in the card used within five to seven business days. If you have not received your refund, please get in touch with your financial institution. Regarding porting out the number ending in ****, it can now be ported out, as it has been active for 11 days. If you have further questions, please contact our *************************** at ************.
  
  Regards, 
  H2O Wireless