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

  
• 

  Locus Telecommunications, Inc.

  P.O Box 37643 Fort Lee, NJ 07024

  
• 

  H2O Wireless Unlimited

  1876 S Randall Rd Geneva, IL 60134

• 

  H20 Wireless

  3222 M St NW Washington, DC 20007-3621

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:08/02/2022

  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 purchased an h20 wireless *** card from Rite Aid on 8/2/2022 at 7 PM tried to activate my service at 8PM the same day and was alerted by the fact the *** card was already activated. Curious I called the customer service number and was told that the *** card was infact already activated in 2014 which was extremely disappointing. The representative I spoke to was unapologetic and told me to "go buy another one" which is unacceptable, consumers who spend their hard earned money shouldn't have to deal with these kinds of issues and if they do they should get better treatment than "go buy another one". I recommend if you see h20 wireless anywhere stay away!

  Business Response

  Date: 08/31/2022

  Dear *****, 
  
  We regret to hear about the experience you have had with H20 Wireless thus far. Please accept our apologies if you received anything other than optimal customer service, as this is our top priority. We have sent you 2 *** card replacements to replace the *** cards you purchased a Rite Aid. We also did advise via email to reach out to our customer service department to assist with the activation process, but have not received a response. The tracking information shows that each *** card has been delivered to you. If you require further assistance, please contact our customer service department at **************.
  
  Regards, 
  H20 Wireless
  
  

• Initial Complaint

  Date:08/01/2022

  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 have been trying to address some issues I am having with H20 wireless. on 7/20/2022 I inquired about changing my single line to family line. At that time my single line plan was still active.The individual who took my call charged my card and activated multi lines making me lose some day on my single line.Then I attempted to get the other phone to work, I called, called, and called and followed all directions from config teams. I could not get my other phone to work.After spending a whole day troubleshooting, I thought that perhaps my other phone was supported. I provided my IMEI on two different occasions and as I thought my other phone was not supported. I called H20 and requested a refund and this is where my nightmare got worse. Individual who took my initial called told me he processed my request, then I waited and waited, guess what? no refund called and called and spoke with **** some sort of supervisor. he told me that I was given an extra month on my single line plan. I told him, that is not what I requested. He processed the refund and I am still waiting.Now when I called, customer service disconnect the call.

  Customer Answer

  Date: 08/09/2022

  Vendor has refunded me.  Please cancel my BBB Complaint# ********.

  
  

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service 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 have had several interactions with H20 Wireless customer support, they routinely begin the process of resolutions and then abruptly fail to respond, or at least do with regard to the problem set that I have had with them, the first was a payment issue which occured on their website but not Newegg, there was another issue with their service and they did the same thing, a third and further issue is with account cancellation, which I requested as I am not in a position to use their service due to issues we never got resolved as they stop communicating after the first message, the receipt of message notification was the only information I was given about my request to have my account closed and deleted, it has been several weeks now.

  Business Response

  Date: 08/30/2022

  Dear ******, 
  
  Please accept our apologies for the inconvenience you have been caused. Our IT department informed us that the online account has been closed and deleted. They also advised the following to ensure that no previous online sessions can be accessed: remove any bookmarking and saved login information for the site and clear all cookies, cache and browser history. 
  
  Regards, 
  H20 Wireless

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17632315
  
  I am rejecting this response because: Having received confirmation that my account was in fact closed and deleted, I attempted login on H20's website with my credentials and I was then logged into my account, so it was neither closed nor deleted, and there my information sits, still, also note that I have VPN and also that my Browser does not hold any information about H20 as soon as the page has closed, just to be a little pre-emptive here, also I have had a number of experiences now with account closure and more than half of the companies who tell you that they have closed out your account, have not done so at all, they just say that they did.

  Business Response

  Date: 09/12/2022

  Dear ******,
  
  The issue was once again escalated to the IT department, and they have ensured that the online account has been closed and deleted. If you have any further questions or concerns, please contact our *************************** at **************.
  
  Regards, 
  H20 Wireless 

  Customer Answer

  Date: 09/12/2022

  [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.]
  
  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:07/29/2022

  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.

  I've been a satisfied customer for several years. Then suddenly I began to be incorrectly billed. I have tried 4 times to call them and explain the issue, as well as writing them. All attempts have been unsuccessful. Here's the problem. I have been on the $10 PREPAID PAY AS YOU GO plan with a automatic 90 day recharge. I got correctly charged $10 every 90 days in 2021. With each recharge, I was provided with 200 minutes of airtime. Suddenly, after being correctly billed in Jan. 2022, H20 began billing me $10 monthly through Apr. 23rd instead of quarterly. Since I use my phone rarely and as an emergency device, I didn't know this billing error had occurred until recently. Also, I noticed that my phone's airtime balance was zero despite the fact that I rarely use it. Normally, every 90 days, new airtime is added to the previous balance. Now it is all gone due to their error. I believe the error happened sometime in January '22 when, due to ending of 3G service, I called them with a new 4G device. It was at this time, that their billing ***** probably erroneously switched me to a 30 day auto billing cycle. So at this point in July 2022, I have been charged through 1/2023 and have zero airtime. What needs to be done is to add approximately $20 worth of airtime which expires 1/2023. This represents the period from 7/23/2022 to 1/23/2023. Thank you.

  Business Response

  Date: 08/09/2022

  Dear *******, 
  
  Please accept our apologizes for any inconvenience you have been caused. After reviewing your account, we noticed that the balance was used in calls along with mobile data. As a one-time courtesy, a $20.00 credit has been added back to your mobile phone number as of 8/3/2022. 
  
  Kind Regards, 
  H20 Wireless

  Customer Answer

  Date: 08/09/2022

  [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.]
  
  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:07/20/2022

  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 purchased $9.42 prepaid credit (valid for 90 days) for my wireless phone from https://www.h2owireless.com/ on May 5th, 2022. In early July 2022, I found there was no signal on my phone. I was unable to receive any calls or to make even an emergency call. I was told that it's because they stopped the 3G service recently (without any notifications!). I asked to refund of the credit 3 times by online chatting or phone call, but the request was declined.

  Business Response

  Date: 07/27/2022

  Dear Qian,
  
  Please accept our apologies for any inconvenience you have been caused. As per the terms and conditions of H20 Wireless, "You will forfeit any unused recharges and LTE data top-*** if you port out your phone number to another carrier; under no circumstance will we refund you for any unused recharges, LTE Data ******* and/or any remaining portion of a billing cycle if you port out your number. Also account balances are not refundable, transferable, or redeemable for cash or credit. However, due to the service issues you have encountered, a one-time courtesy refund for the last payment made regarding  the mobile phone number ************ has been issued. The amount of $9.42 has been refunded and will show back in the card used within 5 to 7 business days. 
  
  Regards, 
  H20 Wireless
  
  

  Customer Answer

  Date: 07/27/2022

  [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.]
  
  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,
  
  *************