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:05/01/2023

  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.

  This company transferred my cell phone number to them without my consent! My phone carrier told me to call them and dispute loosing my cell number for 10 years with Locus directly. They main number is non operable. The number is busy 100% of the time?!?

  Business Response

  Date: 05/23/2023

  Good afternoon ************, 
  
  We're sorry to hear about the experience you've had and have attempted to reach you concerning this matter, as we require additional information in order to further investigate. Could you please provide us with the mobile phone number in question, as we are unable to provide further assistance until this information is received. We're eagerly awaiting your reply!
  
  Kind Regards, 
  H2O Wireless

• Initial Complaint

  Date:03/12/2023

  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.

  *** signed up for service with them and ported in my phone number my old carrier claims they fully received it. But when I call them they keep on telling me I need to wait ***** hours it should start to work and its been more than a week and nothing happened. The number we are trying to get to work is ************. I need to get it work ASAP Ive tried to email or chat which never goes thru

  Business Response

  Date: 03/27/2023

  Dear *******,
  
  Please accept our sincere apologize for the inconvenience you have been caused. After further investigation, it seems that the port-in request for the number ending in **** timed out while waiting for a response from your previous service provider. The port has since been completed on 3/15/2023. If you have any further questions or concerns, please contact our **************** department. 
  
  Kind Regards, 
  H2O Wireless

• Initial Complaint

  Date:03/12/2023

  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.

  The company has not been providing cell service and is fraudulently claiming transactions on the 6th of March. I have not able to make or receive calls using my sim for several days now. Sending and receiving messages and data are also not working. I had written to customer support and they had sent out a new SIM. I got it activated and it worked fine for a few days and now nothing works again. All this while my account balance was showing $27.008 I am signed up for notifications every time a call, SMS, or data transaction has occurred. I contacted their chat support today and they claim my balance is now $0.They won't let me see the supposed transactions, I got no transaction messages, my phone shows no data usage. Their chat support claims that the system shows $27 of my balance mysteriously got used and they'll give me no proof of it.I would like the money to be put back into my account and for the company to pay for the inconvenience it is causing.

  Business Response

  Date: 03/15/2023

  Good afternoon ****************, 
  
  We're so sorry to hear about your experience with H2O thus far. We'd hope for you to have a better experience. After further investigation, due to a glitch in our system, the balance that you had on March 6th, 2023, amounting to $27.00, was consumed as data, even though you did not use it. Due to this inconvenience, weve applied a 30-dollar balance back to the *** affected. We advised you to update your APN settings to prevent this from happening again. If you have any further questions or concerns, please don't hesitate to contact our **************** department. 
  
  Kind Regards, 
  H2O Wireless

  Customer Answer

  Date: 03/15/2023

  [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:01/17/2023

  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.

  Dear BBB, Below is the details regarding the problem I am facing with H2Owireless.I ordered H2Owireless simcard (order # ********, order amount $19.76, shipment date 12/08/2022) online and received it the physical simcard. I tried activating the simcard and transferring my existing phone number to H2Owireless from previous carrier. Transferring the number was successful, however phone didn't work for calling purpose. I contacted H2Owireless for resolving my issue of not being able to call someone and receiving a call. The agent walked me through several attempts of resetting network on my phone, but the attempt wasn't successful. Then, agent informed me that my phone will not work with H2Owireless and they will refund my money and I can go ahead and transfer out my phone number. Since I didn't get the refund for over a week, I called H2Owireless several times and I was told that refund has been requested and refund should be to my account within a few days. Today, 12/30/2022, I still haven't gotten my refund. I called H2Owireless and they informed me that refund hasn't been initiated and I will not receive my refund since the simcard was activated and the phone number has been already ported/transferred out. I told them that the simcard didn't work and I had transferred my number out upon H2Owireless agent's request and informed that the agent had informed me that the refund will be provided for me.Thank you so much for your help.Best Regards,*********************************

  Business Response

  Date: 01/23/2023

  Dear *********************************, 
  
  We regret to hear about the experience you've had with H2O thus far. Please accept our apologies for the inconvenience you have been caused! As a one-time courtesy, a refund has been issued for order number ******** on January 18, 2023. The funds should be back in the card used within 2 to 4 weeks. Please kindly be aware that this is an estimated time frame. 
  
  Regards, 
  H2O Wireless

• Initial Complaint

  Date:01/04/2023

  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.

  We have used H2O wireless (a prepaid service) for our daughters phone service carrier - phone #************ (phone now broken).Our bank account reveals multiple varying monthly withdrawals from our account (2-3 times monthly for about 2 years). We have contacted H2O wireless at least 3 times, sat on the phone for hours, explained our plight, given all the dates and amounts of each withdrawals and was promised a refund which has not yet happened. We have contacted our bank who advised us to reach out to H2O again. Thus far, only 2 of the withdrawn amount have been refunded. Since this remain unresolved we have cut off the automated withdrawal service and have been calling in our payments for the past few months. Now since my daughter's phone is broken we have not used their service. We need alllllll the excess funds drawn, to be refunded which is over $300.

  Business Response

  Date: 02/02/2023

  Dear *****************,
  
  We are disappointed to hear about the experience you've had with H2O Wireless thus far. Please accept our apologies for any inconvenience this has caused you! After further investigation, we are unable to locate double payments for the number ending in ****. As you stated that this number was subject to double transactions since August 2020. We only found 4 instances of double payment between June and September of 2022, which has already been refunded. We have asked that you provide us with the last 4 digits of the card used to see if we are able to locate the transactions in question, but have not received a response. 
  
  Kind Regards, 
  H2O Wireless

• Initial Complaint

  Date:12/20/2022

  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.

  I had a pay as go service with H2O wireless. I tried to add a data plan to my service. However, they forfeited the balance that is in my account previously. During this process, no warning was ever provided and I did not know it will forfeit the balance until I talked to their customer service representative. The customer service representative refuse to provide a refund. Therefore I think this is not justified and want to 1)have an apology from H2O and 2) refund the forfeited balance

  Business Response

  Date: 01/19/2023

  Dear ***************,
  
  We regret to hear about the experience you've had with H20 thus far. Please accept our apologies for the inconvenience you have encountered. After further investigation, a one-time courtesy refund has been issued on January 4th, 2023 for the last payment processed on December 18, 2022. The funds, $20.41, should be back in the card used within 5 to 7 business days. The number ************ will still retain its current balance and expiration date. We have also sent you an email concerning this matter. 
  
  Regards,
  H20 Wireless

• Initial Complaint

  Date:12/19/2022

  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 bought the H2O wireless SIM card from Target September 2022. I called the ***** number to set up service. After they received payment and set up the service, we found that the service would not work on my phone. **************** claimed to issue a refund and said it will take 14 business days for it to come back to my account. The end of October arrived and I did not receive any money. I called them back and the customer service rep said that I was approved for a refund on October 4th and now it takes an additional 14 days to get my money back.In November, after more than 14 days, I went to my bank to see if a refund arrived or if there was a refund pending from H2O wireless. There was nothing sent nor anything pending.On December 19th I called H2O wireless to ask about my refund again. The customer service rep said I was REFUNDED on October 4th and I need to check with my bank. Once I went over the whole story and told her about all the other customer service reps saying the same thing in September as well as October and November, she then backtracked her words and said that I was refunded on October 4th but it takes 4 to 6 weeks which was not what the other customer service reps said. I called the ***** number again to get a different customer service rep on the phone. I asked the customer service rep: *** a customer was approved for a refund, how long does it take for the customer to receive it?"The customer service rep said it takes FIVE BUSINESS DAYS to receive a refund from H2O wireless. In response I said: "How come I was told that I was approved for a refund October 4th, but still have not received anything? She continued to go on saying that I need to check with my bank even after I told her I've been to my bank in person and they said there has not been any refund from H2O wireless. When I confront these customer service Reps about my refund they're quick to disconnect the call. They give me a longer waiting time and hopes that I will give up.

  Business Response

  Date: 01/19/2023

  Dear *******************, 
  
  We regret to hear about your experience with H20 thus far. Please accept our apologies for the inconvenience you have encountered. We have attempted to locate your H20 account, however, the number that you provided does not show as an H20 Wireless number. We sent you an email on 1/9/2023 asking you to provide us with the last four digits of the card used to make the payment with H20 Wireless, the amount and payment date, and if possible, the *** card number that was purchased to activate the service in order to locate the transaction in question. 
  
  Regards, 
  H20 Wireless

  Customer Answer

  Date: 01/19/2023

  [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:11/16/2022

  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 November 11th I bought a $60 month plan which provided unlimited talk and text. I brought my unlocked GSM phone that was compatible according to the website. I put the *** card in my phone and all I have been able to do since then is text. I called customer service they tried a few things and they said my phone was not compatible.Now I bought a phone from the website havent received it yet and I have been asking repeatedly why their customer service is so s***** and if it is in illegal immigrant operation in *****************.I'm fed up with this company. I demand h2o wireless issue me refunds for the service *** the phone I bought which was $160 but with taxes and shipping it was $180. I haven't got it but I'm disgusted with these people already because they're not giving me what I paid for.

  Business Response

  Date: 12/08/2022

  Dear ****************, 
  
  We're so sorry to hear about the experience you've had with H20 thus far. Please accept our sincere apologies for the inconvenience you have been caused. We have sent two emails advising you that the refund was issued for the payment made on November 11th, 2022 for the phone number ending in ****. Regarding the refund on the device that was purchased, we have advised that in order to receive a refund, the package would need to be sent back to H20 Wireless. We have also provided you with a return label. However, we have not received a response from you via email concerning this matter. 
  
  Kind Regards, 
  H20 Wireless
  
  

  Customer Answer

  Date: 12/09/2022

  [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.]
  

   

  my account was credited only until dec 10, at which time i have to restart service. i have secided to kee the sevice and give this xomoany a try, however, any glitches along the way will result in my being a customer.
  **********************:
  
  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:10/16/2022

  Type:Billing 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.

  I have cancelled wireless service but continue to be charged. I no longer get emails about the recharge alert. But I continue to be billed. I have tried logging into the website and I get a message that my account has expired. I cannot take any action. I have tried customer support but get no response. I am being charged continually for a service I do not receive, and I can't cancel.

  Business Response

  Date: 10/31/2022

  Dear **************,
  
  We regret to hear about the experience you have encountered and are committed to resolving this matter. Please accept our apologies for the inconvenience you have been caused! After reviewing your account, we see that there was another mobile phone number enrolled in AutoPay. We have deactivated AutoPay on the additional line on your account and issued a one-time courtesy refund on the last 4 transactions. The refund total of $42.80 should be back in the card used within 5-7 business days. It is our hope that we have resolved this matter to your satisfaction!
  
  Kind Regards, 
  H20 Wireless

• Initial Complaint

  Date:09/11/2022

  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.

  I pay monthly for a phone plan at H2O wireless. My plan includes UNLIMITED talk and text as well as 2 gbs of cellular data. For the past 2 months, H2O has suspended my texting, meaning I can't send or receive texts, which is very important as I have a job and am a full time student. I called to ask why this keeps happening, and they said that I "abused" their service by sending too many text messages. However, I pay for UNLIMITED texts, meaning I can send as many as I want. Nowhere did anybody nor anything on the website claim that the unlimited plan was actually not unlimited and that it was a lie. I would like a refund as I wasted my money, and not being able to text severely impacted my ability to live my daily life.

  Business Response

  Date: 09/21/2022

  Dear ****,  
  
  Please accept our apologies for any inconvenience you have been caused. Although your mobile phone number has been ported out, there was unreasonable usage detected for the *** feature, which resulted in the feature being removed. As a one-time courtesy, a refund for the last 2 payments have been issued. The amount of $36.80 should be processed back to the original payment method within 5 to 7 business days. We have also sent you an email regarding this matter. 
  
  Regards, 
  H20 Wireless