ComplaintsforHawaiian Telcom Communications, Inc.

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Hawaiian Telcom on 01/04/2024. The tech left and said it worked, only to find once they left it did not. So I had to have a tech come out, and due to my work schedule, it took until late February. My bill is a mess, with promised credits never being applied to my account, and each costumer service rep says something different. would like to receive the remaining 200 dollar gift cards advertised when I signed up (1 GB sign up was supposed to give 300, I only received 100). Just a few days ago, 03/26/2024, I agreed for one of the 100, to have the amount of one full month's bill (91 and change) be credited to my account. I just received the credit notice and it was for 71 dollars and change, not 91 and change. This is 20 dollars they withheld from the amount the phone manager promised was being credited to my account. Additionally, due to nearly 7 hours of phone time last month, an agent said they would credit me two month of service. I found out later they didn't do it and didn't even record it in my account's notes. So in total, Hawaiian Telcom has assured me that my account would be credited 91, plus two free months of service (which is 91 X 2 = 182). In total, I am still owed 202 dollars (182 + 20 = 202). I cannot find two agents or "managers" to tell me the same thing at Hawaiian Telcom. It feels like a total scam. I also had signed up for the 1 GB. I would call and they would say I only had the 800 GB, then say they changed it to the 1 GB. I'd call back to make sure the agent made the change and they'd tell me I had the 800 GB package. This has happened 3x now. I should be on the 1 GB plan for 3 years (was supposed to be 81/mo, but I've since agreed to 91/mo). Plus the 300 in gift cards for which I've only received 100 give card a and a 71 credit). Hawaiian Telcom gaslights their customers like I've rarely experienced before. I am not a legal expert but it feels like there is something criminal about how they manage customers, it is very shady.

  Business response

  04/01/2024

  Hawaiian Telcom left a voice message for the complainant on April 1, 2024, at 3:33 PM. When the complainant calls back, we will review and resolve this matter.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 16th, I got a new service for my internet through Hawaiian telcom.The advertised price was $29.99 a month for a Fioptics 100 which was a promotion for the entire 1 year. I also applied and transferred my conectivity program to Hawaiian tel since they also advertised that the users of Government Connectivity program will pay $0.I filled out all the required paperwork on November 16th, 2023 (all on the same day).My Connectivity program # was never connected to my acount. I contacted Hawaiian Tel a month later and spoke to similar person of Asian origin (woman with broken English) who assured me that my Fioptics 100 price will be as advertised for 1 year and that I will pay $0 on my next bill once they receive my Connectivity program sign up. I tried to explain to her I have already filled out all the paperwork and sent it by Electronic DOCUSIGN to Hawaiian Telcom a month ago, however, she just kept repeating the same thing over and over that my issue will be resolved.Nothing was resolved, and here I am now receiving my 3 rd bill with charges of $56.74 and previous bill also that was supposed to be $0 is $35.24.I would like to get that advertised 100 mbps service with $0 charge a month as promised during my sign up on November 16th, 2023 (they did receive my Connectivity program #) and apply all the credits to my account and issue a refund for all the money paid.Sincerely,***************************

  Business response

  01/11/2024

  Hawaiian Telcom made attempts to contact the complainant by phone, however, they were not successful. To resolve this complaint, Order C084P99 was issued to apply ACP discounts to the account effective on November 16, 2023. The complainant can expect to see discounts and ****************** on their invoice dated January 19, ****. We apologize for the inconvenience.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So when you go in online and order internet and tv with ****** telcom it clearly state you will get a ************************************ your cart when you order. I then called ****** telcom after and asking them, when i will get my gift card, then they tell me that i am not getting the giftcard **** card, because i didnt install the internet between january 15 2023 and another date, But how come it showed ** in my cart when i made the order online. That is false advertisement. They where nowhere on their page it say you have to have the internet installed between a certain date.

  Business response

  12/06/2023

  Hawaiian Telcom Customer Relations tried calling the complainant on December 6, 2023, and reached a voice message stating the mailbox was full. As a result, an email was sent to apologize and inform the complainant that their order did qualify for the $300.00 gift card and they should have received the email on December 5, 2023, at 5:00 am, to direct them to the gift card selection website. Contact information was provided in email should the complainant have any questions or need further assistance.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Until approximately a month ago, I was paying $20/month to Hawaiiantel for a land line and internet service after credits from federal programs which reduce my phone/internet bill. I called Hawaiian tel to get a new plan as my old plan was expiring. I was connected to someone whose English was difficult to understand. He said he put me on a plan for faster internet service at a lower cost. I agreed to that. Shortly thereafter I received my monthly bill, it was $100. I filed a BBB complaint. I was contacted by a Hawaiiantel employee who said I had been billed for a battery (which I never received). She removed that cost from my bill, which left a bill of $37, which she said was the monthly cost of the higher internet speed. I told her I never agreed to a higher montlly cost, so she reduced my internet speed and said my monthly bill would be $19. She said she couldn't reduce October's bill from $37 to $19 for the lower speed internet, but that I would receive a credit on November's bill so that I would only pay $19 for October.. Over my objection, BBB dismissed the complaint. I just received my November bill. Instead of a $19 credit for October I received a bill of $100. Since my monthly bill is $19, my bill for November should be approximately zero after the $19 credit for October

  Customer response

  11/20/2023

  Please close my BBB complaint. ******* has resolved my issue.

  Business response

  11/20/2023

  Hawaiian Telcom Customer Relations contacted the complainant on 11/20/2023 and confirmed with her that the matter is resolved after ****************** were issued on 11/17/2023. She is ok and she has our contact information should she have further questions.

  Customer response

  11/20/2023

   
  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

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid $32.89 a month for no phone service. They temporarily fixed my line by crossing wires which worked temporarily - possibly one day.Numerous phone calls with super long wait times. They cannot and will not fix my problem. Hawaiian Tel needs to replace a main cable coming into our building but REFUSES to do so for months/years??? Apparently everyone else switched over to Spectrum. I switched over but Hawaiian Tel is still charging me and COLLECTING money from me when i have NO active line with them. I was told today that I did not call to cancel. Why should I call when they are NOT providing a service. Every one else I know switched and did NOT do a separate call to deactivate...

  Customer response

  11/09/2023

  I'm not sure as this is our phone utility.

  Hawaiian Telcom

  1177 ***************.

  ********, **. 96813

  Www.hawaiiantel.com

  I need help with this complaint.

  Business response

  11/28/2023

  Hawaiian Telcom Customer Relations contacted the complainant on November 28, 2023, to apologize for her experience and inform her that once her port out request is completed, her account will be closed, and she will receive a final bill. I also explained that ****************** for previous service interruptions will be reflected on the invoice dated December 28, 2023. She has our contact information should she have further questions.

  Customer response

  12/06/2023

  Thank you very much in helping me to address and resolve this complaint.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Weve been without service for 4 days. Spoke with their representatives multiple times and have gotten 3 work orders and numerous promises for call backs which never happen. We have been subscribing to their services since **** and this is the worst weve ever experienced. Phone, internet, TV intermittently work.

  Business response

  11/13/2023

  Hawaiian Telcom contacted the complainant on November 7, 2023, to apologize for his experience and he confirmed the Internet and TV service are working properly. To address home phone service issues, the complainant agreed to a technician visit on November 10, 2023. He has our contact information and understands to contact us if he needs further assistance.

  Customer response

  11/13/2023

   
  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

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hawaiian Telcom turned off my phone by mistake. I have been calling for a week and I can't get a resolution. I asked them to turn off an unused 2nd number and they turned off everything instead.I am a senior who needs this phone which I have had for over 50 years. ************ is poor in my area and everyone knows my land line number. Doctors, family etc . No one can contact **** need my phone!!They admit they made a mistake but so far they are unable to turn my phone on!!!

  Business response

  11/13/2023

  Hawaiian Telcom Customer Relations contacted the complainant on November 6, 2023, to apologize for disconnecting the wrong home phone number on November 2, 2023, and confirm that an order was issued to have a technician re-install it on November 8, 2023. On November 8, 2023, we followed up with the complainant and she confirmed her home phone service was working properly. She has our contact information should she need further assistance.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get my landline phone service and internet through Hawaiiantel. I recently changed plans and was offered a faster internet speed. Hawaiian tel employees came out to my house and changed the speed in my modem. They were here for about 5 minutes. I agreed to change to the plan with the faster internet speed because it was cheaper. I was not told there would be a $100 charge for making a change to my modem. If I had been told there was a $100 charge to change my modem speed, I would not have agreed to increase my internet speed.

  Business response

  10/20/2023

  Hawaiian Telcom Customer Relations contacted the complainant on October 19, 2023, to review her account,invoices and service options. To her satisfaction, an order was issued to update her services to the agreed upon plan. Her invoice dated November 10, 2023,will reflect ****************** and changes, as well as prorated charges from the date of the change, which is October 20, 2023.

  Customer response

  10/20/2023

   
  Complaint: 20745655
  
  I am rejecting this response because: my bill is currently $37. It should be $19.
  
  Sincerely,
  
  *******************

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hawaiian Telcom **** #: *************** (******************************/29/23 called ************ to report I made a payment to them in error and wanted it refunded. $557.75 to be refunded. ***** said it will take 4-5 weeks.9/11 I called as they deducted the current month bill which I instructed not to do. Was told $498.21 to be refunded in 2-3 was.10/02: called to report no check received. I said I have been patient and complained why is it taking so long. **** said will get check in 2-3 business days.10/06: explained situation to *** and how upset I was. Another months bill deducted after I told them not to. Said she will put in a rush refund request for $438.67 to receive in 2-3 weeks. I stressed do not make anymore deductions.Its been a total of 7 weeks and they still have not refunded my money. Every time I call it seems the date of refund is pushed back. I asked to speak to someone in charge of the accounting office but was told its not possible. Please assist me to red this problem. Thank you!

  Business response

  10/19/2023

  Hawaiian Telcom Customer Relations contacted the complainant on October 18, 2023, to apologize for not sending the refund check as promised. The complainant understands that the refund check will be mailed on October 25, 2023, and has our contact information should she need further assistance.

  Customer response

  10/19/2023

  I was told many times in the past 7-plus weeks that they were going to send me my refund check. They said it was processed on October 11 and will be mailed on October 25th. I dont see why it takes so long but what else can I do but agree to it. But until they actually follow through my complaint is not closed. 
  

  I really appreciate your assistance in thinking matter. I dont think they would have done anything to assist me if I hadnt contacted BBB. Thank you!

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The quality of streaming video has gotten progressively worse over tge past several months to the point that all internet video is extremely blurry. Definitely not 4K/UHD quality. Internet speeds are slow and not at the speed advertised.

  Business response

  09/19/2023

  Hawaiian Telcom Customer Relations called the complainant on September 18, 2023, to troubleshoot issues with the ***************** which appears to be with the modem. A replacement modem will be mailed to the complainant, and he understands that we will follow up with him to ensure the **************** is working properly. He has our contact information and can contact us if he needs assistance.

  Customer response

  09/19/2023

   
  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,
  
  ***********************

*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. ↩