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

  
• 

  H2O Wireless Unlimited

  1876 S Randall Rd Geneva, IL 60134

• 

  Locus Telecommunications, Inc.

  P.O Box 37643 Fort Lee, NJ 07024

  
• 

  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:03/04/2025

  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.

  H20 wireless has been stealing money from me for months. I buy the $40 ****************** plan every month. I have noticed last month in February that my high-speed data was not working after 15 days of paying my bill. I called and they say that I use all of my high speed data in 15 days which was not possible because I use home Wi-Fi all day unless I go out. I called and asked to speak to a supervisor about the problem because Ive never had issues before. The customer service agents said that it was nothing that they could do about it and that I had to buy more data. I asked to speak to a supervisor and they said that they have no supervisors. I submitted a support message on H2O wireless website and I still did not receive any response from the support team within the 48 hours that they said that they would respond. This month Today my data is all gone and it is the 4th of March. I paid my phone bill February 17. I use WiFi on my phone so its very frustrating whenever I leave my home, my data is so slow that I can do important task on my cellphone. Ive called and the support team said the same thing. Something has to change and someone needs to give me an explanation or a data usage sheet to confirm where my data has gone.

  Business Response

  Date: 03/27/2025

  Dear Ms. ********************** accept our sincere apologies for the unsatisfactory experience you have encountered with H2O Wireless. We understand your frustration and are committed to resolving this matter.
  
  Upon thorough review of your account, we have confirmed that 20GB of high-speed data was utilized between February 17, 2025, and March 4, 2025. This information was communicated to you via email on March 5, 2025.
  
  As a gesture of goodwill and to address your concerns, we have applied a one-time credit of 20GB of high-speed data to your line. Additionally, we have added a 10GB high-speed data top-up, which will become available after the initial 20GB credit is exhausted. This top-up data will roll over to the subsequent billing cycle, provided your next payment is processed before the expiration date.
  
  To optimize your data usage, we recommend disabling mobile data when your device is connected to a Wi-Fi network. This precaution will prevent background applications from inadvertently utilizing mobile data instead of the Wi-Fi connection.
  
  Should you require further clarification or assistance, our Customer Support Team is readily available through the following channels: our website at ****************************************************, by telephone at **************, or via direct messaging on ********* Instagram, and ******** if you are a follower.
  
  We value your feedback, as it plays a crucial role in our ongoing efforts to enhance the H2O Wireless customer experience.
  
  Thank you, 
  H2O Wireless Customer Support
  
  

• Initial Complaint

  Date:01/16/2025

  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 1/10/25 I placed an order for a ptepaid service with h20 wireless. Today 1/16/25 I received my sim card and I gollowed the prompts to activate the service, the system asked me for the area code that I wanted so I filled the form correctly and in a gew seconds I got a number with a different area code.. not the one I asked for and no options other than congratulations for the new number.. not ecen 2 mins I call h20 wireless and I talk to ********, I explained to het the issue and that it was important to me to have a number with the area code requested for my business.. she never asked any personal details to locate the account and she told me that I have to wait a week and then call again.. a total waste of my time, my business cannot wait another week until someone at h20 decides to correct a problem the company caused.

  Business Response

  Date: 01/22/2025

  Dear ******,
  
  We apologize for the inconvenience caused by the initial phone number assignment during your recent activation.
  
  When activating service with a new phone number, our system automatically selects an available number within your chosen area code. If no number is available, the system assigns a number with an area code that covers your ZIP code.
  
  We understand you prefer a number with a specific area code. We appreciate your contacting us within the timeframe we suggested, as this allowed us to re-check the available number pool and successfully assign a number that meets your preference.
  
  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.
  
  Kind regards, 
  H2O Wireless Customer Support

• Initial Complaint

  Date:10/28/2024

  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 bought a month service and sim card sim card does not work with my phone had conversation with some one by email who would not put in for the refund and told me to put in alive chat been sat here on alive chat for hours and ***** came to the ******* i have no other choice then to seek help

  Business Response

  Date: 11/19/2024

  Dear Ms. ****************** regret to hear about your recent experience with H2O Wireless. Please accept our sincerest apologies for any inconvenience caused.
  
  We attempted to contact you by email on October 30 and November 6 to address your concerns.
  
  After reviewing your account, we confirmed your line was activated with a pre-loaded SIM card. We have reached out to our Sales team to ensure a full refund was submitted on your behalf.
  
  A refund of $16.09 for the pre-loaded SIM card was processed on November 6th.  Additionally, a separate refund of $4.22 for the shipping fee was processed on November 12th.  The total refund amount of $20.31 should post to your original payment method within 5-7 business days.
  
  Along with your refund, the phone number associated with your account has been cancelled.
  
  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.
  
  Kind regards, 
  H2O Wireless Customer Support
  
  

• Initial Complaint

  Date:09/15/2024

  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.

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

  Business Response

  Date: 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

  Date:09/04/2024

  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'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

  Date: 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 Answer

  Date: 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

  Date:08/27/2024

  Type:Customer Service 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.

  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

  Date: 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

  Date:06/25/2024

  Type:Sales and Advertising 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 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

  Date: 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

  Date:04/14/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:04/01/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/26/2024

  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.

  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

  Date: 03/28/2024

  AT&T has confirmed that the matter involves Locus Communication. Transferring complaint to be addressed by Locus Communication.

  Business Response

  Date: 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