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Customer
Care FAQ |
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CALLING
CARDS
How do I request a credit?
How do I report a network or system problem?
What do I do when I receive a message that the PIN is invalid?
What do I do when I hear a message: “Due
to network difficulty your call cannot
be completed”?
How do I recharge my calling card?
Why did I get double charged on my credit
card? Who do I speak with if I got "
charged on my credit card and I don’t
recognize your product?
Where can I find rates?
How can I get the access number for this card?
Why did I get charged on my home telephone
bill for using the Local Access number? |
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CALLING
CARDS |
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Q. How
do I request a credit? |
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| A. |
For
calls placed within the past 24 hours, contact Customer
Care at 1-800-628-7932, select your
language preference and then select option 2 to report
a problem or request a credit. You will be asked to
enter your PIN number and access number. (Your access
number is the phone number you dial each time you use
your calling card.) Just follow the simple automated
instructions and you will receive a credit confirmation
number. Please write down this confirmation number
for future reference. Customer Care will then review
your request for credit and issue a credit if warranted.
If you would like to find out the decision on your
credit request, contact Customer Care at 1-800-628-7932,
select your language preference and select option 3
for updates on your reported problem or credit request.
You will be asked to enter your confirmation number,
and the outcome of your request will then be provided.
If you have additional questions, once you hear the
automated update, you will be prompted and can then
be transferred to a representative. |
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Q. How
do I report a network or system problem? |
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| A. |
Contact
Customer Care at 1-800-628-7932, select
your language preference and then select option 2 to
report a problem or request a credit. You will be asked
to enter your PIN number and access number. (Your access
number is the phone number that you dial each time
you use your calling card.) Just follow the simple
automated instructions and you will receive a problem
confirmation number. Please write down this confirmation
number for future reference. Our Customer Care department
will investigate your problem. If you would like to
know the outcome on your reported problem, contact
Customer Care at 1-800-628-7932, select
your language preference and select option 3 for updates
on your reported problem or credit request. You will
be asked to enter your confirmation number, and the
outcome of your problem will be provided. If you have
additional questions, once you hear the automated update,
you will be prompted and transferred to a representative. |
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Q. What
do I do when I receive a message that the PIN is invalid? |
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| A. |
Calling
card use is restricted from some payphones. Please
try the call again from a regular landline phone or
from a different payphone. In addition, calling cards
expire 6 months after first use or recharge. If the
card has expired, a new card will need to be purchased.
Visit your local dealer for a new calling card. If
the card is not being used at a payphone and has not
expired, contact Customer Care at 1-800-628-7932 and
follow the steps for reporting a network or system
problem (in the question above). |
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Q. What
do I do when I hear a message: “Due to network difficulty
your call cannot
be completed”? |
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| A. |
Contact
Contact Customer Care at 1-800-628-7932,
select your language preference and then select option
2 to report a problem or request a credit. You will
be asked to enter your PIN and access number. (Your
access number is the phone number that you dial each
time you use your calling card.) Just follow the simple
automated instructions and you will receive a problem
confirmation number. Please write down this confirmation
number for future reference. Our Customer Care department
will then investigate the problem. If you would like
to know the outcome on your reported problem, contact
Customer Care at 1-800-628-7932, select
your language preference and select option 3 for updates
on your reported problem or credit request. You will
be asked to enter your confirmation number and the
outcome of your problem will be provided. If you have
additional questions, once you hear the automated update,
you will be prompted and transferred to a representative. |
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Q. How
do I recharge my calling card? |
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| A. |
If
you plan to use MasterCard or VISA, contact Customer
Care at 1-800-628-5576 select your
language preference and follow the instructions to
recharge your card. You will be asked to select a dollar
amount, enter the credit card number and expiration
date, the numeric portion of the credit card’s
billing address (where the bill is sent to) and your
zip code. If the credit card is approved, the system
will automatically apply the dollar amount of your
purchase to your calling card. Checks and money orders
can be mailed to Locus Telecommunications Inc.,
PO Box 376, Fort Lee, New Jersey, 07024, Attention:
Customer Care. Please include your PIN number on all
orders. |
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Q. Why
did I get double charged on my credit card? Who do I
speak with if I received an unknown charge
on my credit card and/or don’t recognize the
product that was charged? |
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| A. |
If
you feel that a billing error has been made, please
contact Customer by phone: 1-800-628-7932,
by mail: Customer Care, PO Box 376, Fort Lee,
New Jersey, 07024 or by email: customerservice@locus.net. |
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Q. Where
can I find rates? |
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| A. |
If
you are looking for rates on an existing card, the
dealer or retailer who sold you the card will have
a complete listing of rates by destination. If you
are unable to contact your dealer, please visit www.icallplus.com
and use our Rate Finder to easily find cards that fit
your specific needs or destination requirements. You
may also contact Customer Care by mail: Customer
Care at PO Box 376, Fort Lee, New Jersey, 07024, Attention:
Customer Care or by email: customerservice@locus.net.
Please provide the card type and destination to be
called. |
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Q. How
can I get the access number for this card? |
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| A. |
If
you are looking for the access number on a particular
card, the dealer or retailer who sold you the card
will have a complete list of access numbers by location.
If
you are unable to contact your dealer, write to Customer Care at PO Box
376, Fort Lee, New Jersey, 07024, Attention: Customer Care or
email us at: customerservice@locus.net.
Please provide the card type or PIN number of the access number you are looking
for. |
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Q. Why
did I get charged on my home telephone bill for using the
Local Access
number? |
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| A. |
Please
fax the telephone bill statement to our toll free number, 1-877-205-9700,
along with information on how we can contact you. Include
the PIN of the calling card you are using. Customer
Care will investigate your concern and call you back
with an answer. |
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WIRELESS
SERVICES |
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