ComplaintsforTelrite Corporation

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have service with H2O wireless owned your company. My cell service has been down for over a week. Nobody is answering at the customer service number **********. I have held for hours and nobody ever comes to the phone. Eventually the line just goes dead, and you have to call gain and hold for hours only to be hung up on again. Is this company still in business? What is the deal? Refund my monthly subscription or fix the service. If you look at the companys ******** page lots of other people are having the same problem.

  

  Business response

  04/07/2022

  Dear ****,
  
  We regret to hear about the experience you have had with H20 thus far. Please accept our apologies for any inconvenience you have been caused. We are aware of the extended hold time, and are working diligently to rectify this issue. After reviewing your account, we see that we have sent you an email on 3/15/2022 and on 4/5/2022 concerning this matter and also see that you were also contacted via phone call yesterday. We are pleased to learn that your MMS issues have been resolved. Thank you for your feedback, as it always helps us improve the H20 experience. 
  
  Regards, 
  H20 Wireless

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my name is ***********************, i sent a check to the ********* road office , at the direction of one of your customer service agents who gave me the mailing address. After i mailed the check i was told it went to the wrong address , it should have had a p.o. box number.my phone is still not working, when i call customer service again ,they said they have not received the check. it has been more than a week and i need a phone i am told by customer service I must make a payment. i have already made the paymnet at their agents direction. what can i do. if you want to know why i sent a check. i told the customer service i do not want anyone in my checking account. i dont use debit card or credit cards that allow this to happen. So i asked and was told to send the check to the ********* office. so i did I have since decided to leave pure talk. after being told by another customer service, that they are not a paper company and i need to give a credit card or debit card number.to continue service and make a payment. or make the payment to have my phone released so i can go to another company. i asked the customer service person. this question. if i make a payment once my phone is again activated if i cancel immediatley obviously after signing with another company , will i get a refund. she said i need to talk to the refund department. i said please connect me , and she said they dont take calls. or something like that , i dont recall exactly but it left me with no place to turn. i tried to research corporate contact to speak with someone. but couldnt reach anyone. i was going to email a karenrussell who's email is at covingtom but the email address online doesnt work. thank you. for reading this , i hope you can help. *********************** thank you ***********************

  

  Business response

  01/31/2022

  Dear ******************,
  
  Pure Talk expresses our sincere apologies for the experience you have had with your account.
  
   After reviewing your account, our records show that your phone number was released to a new service provider on 01-21-2022. Concerning your payment, unfortunately, the check wasn't received by our mailing department. We recommend that you contact your bank to void any payment submitted via check.
  
  If you have any further questions or require further assistance, you may contact our *************************** at **************.
  
  Regards,
  
  
  Pure Talk Customer Service
  
  Cc: ********************** (via ******************** Portal)

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want to port out my number from H2Owireless to *****. I am currently paying 20$ for a plan with H2Owireless. I filed a port out request on 29th December 2021. My request was rejected by H2Owireless stating double request received. I connected with the customer care agent with the chat option on the website and asked for the escalation since the mail (failure to port) from ***** asked me to contact current provider. The agent asked me to cancel all the current port out request and apply for a new one which I did. The agent told me to wait for **** hours which I did. I tried connecting again and they told they have received double port out(number release request) and told me to repeat the process by cancelling and applying again which I did. On the other hand ***** provided me with the port ID and request number which I gave to H2Owireless but H2Owireless is not releasing my number stating they are receiving multiple request so until all the request are cancelled from my end they cannot release my number. I have provided them with the **** ID they need to accept but still no action is taken. I tried connecting H2Owireless expecting a quicker response but they did not respond rather blocked me from ******* now I cannot contact them on *******(have attached the screenshot). The H2OWireless customer care number is always inactive, the chat box provided responds in hours. I have been in mental distress because of this whole situation created by H2Owireless(a subsidiary of Telrite Corporations) and financial burden I have to go through. I have to pay for both the plans *****(10$) and H2Owireless(20$). Please help my released as soon as possible.

  

  Business response

  01/14/2022

  Dear ****************, 
  While investigating this issue, we noticed that the reason the number ************ was not porting out is that there was a previous port out request that was in conflict with the more recent port out request that was submitted. We escalated this issue to our underlying carrier in order to clear out all existing port out requests for the number on January 5th, 2022. We received confirmation On January 8th, 2022 stating that the previous port had been cleared and to have the desired carrier re-submit the port out request to us. On January 10th, 2022 we sent an email letting you know that the previous port out had been cleared and that now the new carrier could submit a new port out request. In the same email, we also provided the account number and PIN that would be needed to complete the port out request. Also, to ensure that the number was active, we added extended the expiration date until January 20th, 2022 to ensure that the number remained active. As of January 10th, 2022, the number has ported out to the desired new carrier.
  
  Regards, 
  H20 ****************

  Customer response

  01/18/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issue with Life Wireless. (Parent company is Pure Talk Wireless) With Life Wireless there is ZERO Customer support, i was on hold waiting for a Customer service representative a total of almost 3hr still with no answer... I am a prospective customer needing SIM information.. Imagine if this was a customer they had to use their minutes waiting on hold... Maybe thats the point... Called Pure Talk, the parent company, same address call center probably in the same building answered in 3 minutes. This is pure discrimination based on money, and this is not right.. Life wireless needs to be better staffed to accommodate their customers.. This current hold time is totally not acceptable and needs to change ASAP, maybe pulling some Pure Talk CSR's over to Life Wireless, makes sense to me... As you can see by my attachments Life wireless needs help as i do I would like to be contacted by a corporate representative to discuss futher IF I AM NOT AVAILABLE HE OR SHE NEEDS TO PROVIDE ME A DIRECT CONTACT NUMBER ON MY VOICEMAIL. FOR CALL BACK NOT THE GENERAL CUSTOMER SERVICE NUMBER WHERE THIS ISSUE LIES.

  

  Business response

  11/19/2021

  Business Response /* (1000, 9, 2021/11/16) */ Dear Mr. *******, Your SIM card was shipped and your address was confirmed by our Customer Service Manager. Upon arrival of your SIM card, which is estimated to be delivered on 11/12, please contact our Customer Service Department to discuss the EBB Program and a possible replacement phone. Should you require further service or have additional concerns, please contact our Customer Service Department at XXX-XXX-XXXX or ****@lifewireless.com. Regards, Life Wireless Customer Service Cc: Better Business Bureau (via BBB Portal) Consumer Response /* (2000, 11, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint against H20 wireless (Telrite Holdings Inc). This complaint is for services non rendered in addition to extremely poor, unprofessional and incompetent customer service. An order was placed on September 15, 2021 for a H20 wireless service. Same day of purchase an additional fee for expedited shipping was also made. The order was never delivered, for the entirety of the 6 days from the time the order was placed up until the present l was without phone service. This is due to H20's negligence and failure to provide a service that was paid for. A major dilemma in not having the ability to use my phone, l quickly sought out a substitute from a different service provider. H20 already proving to be completely unreliable and untrustworthy. I contacted H20 wireless for a refund, the unbelievably terrible customer service created a wall each time. I spoke to 5 various representatives including 2 Supervisors. All were awful. I am requesting a full refund.

  

  Business response

  10/11/2021

  Business Response /* (1000, 8, 2021/10/01) */ Dear *******, We sincerely apologize for any inconvenience you have encountered regarding this matter. We have sent you an email informing you of the events that occurred regarding the order and that a check will be sent to you for the full amount of the refund. If you have any other questions or concerns, please do let us know. You can reply to this email or contact our Customer Service department at X-XXX-XXX-XXXX. Our agents are available Monday through Friday from 7 AM to 12 AM ET and Saturday and Sunday from 9 AM to 12 AM ET. Regards, H20 Wireless Customer Service

*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. ↩