ComplaintsforPuerto Rico Telephone Company, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  hello, Had the *** program with claro and was paying around $80 and since that plan ended and no longer have the benefits they now charge me $109.01, my problem is when i log into my claro account on the app it says that i have a 3 Play plan which includes TV, 1GB INTERNET and PHONE all for $69.99 which i believe falls in the category of maybe false advertisement, since i'm getting charged a different amount than the one displayed on my account, all i want is for claro to honor the displayed price and stop deceiving people with their FAKE plan details, please honor the advertised plan or match the *** discount, thanks

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am writing to express my deep dissatisfaction and frustration regarding the ongoing issues I have encountered with your company's billing practices and customer service.Despite assurances from multiple representatives, including *************************** whom I spoke with on February 3rd, and *************************** whom I spoke with on February 22nd, I continue to be unjustly charged for services I was assured I would not be billed for. ****************** explicitly stated that if I closed out my account by February 12th, there would be no further charges. Similarly, ****************** reassured me on February 22nd that I would not have to pay the next bill as it did not correspond to my account.Despite their assurances, I am dismayed to find that I am still being charged, and the situation remains unresolved. This not only demonstrates a blatant disregard for customer satisfaction but also raises serious concerns about the integrity of your billing system.Moreover, the misinformation I have received from your call center representatives has only exacerbated the situation. It is unacceptable that each time I call, I am provided with conflicting information and empty promises, leading to further frustration and confusion.I demand immediate action to rectify this situation. I expect the erroneous charges to be promptly removed from my account, and I insist on receiving a detailed explanation for the discrepancies in billing. Additionally, I request assurance that measures will be implemented to prevent such issues from occurring in the future.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been receiving telemarketing calls over the past few months claiming they are Claro PR and offering me deals. I let them know I'm not interested and to stop calling me. These calls are consistant; they call every day and up to 7 times a day. I called the company and asked if this call are from them or it just a fraudulent call. They said it was them, so I asked that I do not want to be called. They assured me that it would not happen again, but it still keeps happening. I have even registed my number and reported it to the ************************ and they continue to bother me. I just want them to stop. They change the number every two months top, just in case you reconized the number or if you block them.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a prepaid account with ********************** for the past two years. I have been paying ***** per month. When I pay ***** using their app, I would receive a credit of ****. Over a period of time, that credit built up to *****. I called Claro customer service on Dec 1, 2023 and explained to ******* that I want to use the ***** credit and pay the remaining ***** plus rax. ******* said he would make an adjustment but the credit would appear after I make the payment. I made the payment and he said credit would appear. Something felt off, so I called back and spoke with another rep. *** said the ***** credit was used because the previous rep "upgraded" my account. This is a prepaid account. ******* said the ***** could not be returned because it was already used. I did not agree or approve to an "upgrade". Because of this deceitfulness, Because I am going with another cell phone carrier later this month and cannot utilize a refund on this account, I am seeking a refund back into the bank account I used.

  Business response

  01/03/2024

  see attached

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Today, November 7, 2023 at 3:23 pm, I received a fraudulent text message posing as the United ********************* from phone: *************** Saying that I have a package in the mail warehouse that has not been claimed due to an incomplete address and requesting that I enter my information in the following fraudulent link: ******************* I am suspicious of the cell phone company Claro because I reported the situation of fraudulent calls and text messages and they told me to desactivate my paid antivirus subscription in order to cause more damage. I even called the company to have my text messages disabled a week ago and today I received that fraudulent text message posing as the United ********************* when text messages on my cell phone are supposed to be blocked. Also they don't want to change my phone number for free and months ago I changed the phone number in the night and in the next morning I was receiving phishing texts messages again.

  Business response

  11/28/2023

  November 13, 2023
  
  BBB Serving Southeast ******* and *************
  *****************************************************************************
  RE: ID ******** *********************************
  Reference is made regarding the complaint to the Better Business Bureau (BBB) and referred to
  our ************************** where you claim fraudulent calls and text messages from Claro.
  After completing an investigation related to your claim, we found that Claro is not responsible
  for the allegedly fraudulent messages and calls that you receive.
  If you understand that you have been affected by cyber fraud, you should file a complaint directly
  with the police.
  Thank you for giving us the opportunity to serve you.
  Cordially,
  
  **************************, Supervisor
  Customer Relations Division
  ID: ******
  CC: *********************************
  Parcelas *********
  Calle ****** 7B
  Cabo Rojo, ** *****

  Customer response

  12/01/2023

   
  Complaint: 20839341
  
  I am rejecting this response because: Claro no hizo nada **** ayudarme en la situacin de los mensajes de texto fraudulentos que he estado recibiendo. Cada vez que haca cambio de nmero de celular **** tratar de librarme de los mensajes fraudulentos me cobraban de $20 a $30 por el cambio de nmero y por ehemy cambiaba el nmero de celular en la noche **** tratar de dejar de recibir las llamadas y textos fraudulentos y ya en la ***** los estaba recibiendo de nuevo.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I did not open a Telephone account in Puerto ***** I believe someone used my information to open a phone line under my name. I personally did not sign a contract with PR telephone company. If this company is Claro they have failed to secure my accounts allowing callers to change my billing address and other fraudulent activities. My Wi-Fi deal is in good standing, and active.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is *********************. I am a senior citizen 75 years old and currently have a residential 3-line account with ********************** PR (#*********) with my wife, ***********************, 77 years old. The billing cycle of this account starts on the 7th day of each month. On August 4, 2023 we went on a 14-day cruise to ****** (*********, ** to Seaward and back) and returned to Puerto **** on August 19. When we came back I was surprised that Claro PR had charged me $378.11 more than our normal bill. **************** told me that these charges originated from roaming in the cruise. I could not understand since roaming is covered within ********* had not made or received calls or used internet in ******. After much discussion, they agreed to drop 50% of the charges totalling $189.52 if I agreed to subscribe to a service that charges $10 per day for roaming in over 200 countries when I travel outside ***. I agreed, paid $165 of the remaining balance to have the account activated again and went home. Well, today October 2, 2023 I checked my account and ********************** PR had debited $471.62 from my credit card. I called customer service again and they told me that $331.05 of these charges where from roaming since the cruise overlapped this billing period. But they were about to reduce the charge by 50% gain. But when verifying with his supervisor, he said he could not do it. In fact, he stated that the prior agreed adjustment for $189.52 had been reversed. So I am unjustly out of $709.16 (378.11+331.05) for which I should be reimbursed. for the following reasons:1.I was told roaming was included within Puerto **** and ***, and ****** is part of ******* 2.I was not told that I needed to inactivate roaming while on a cruise within ***/3.Never did I received or made calls or use their internet during the cruise 4.Claro PR does not honor agreements made with customers

  Business response

  10/18/2023

  see attached

  Customer response

  10/24/2023

   
  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

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is a two-fold issue. I signed up for ClaroTV (no contract) and $60.00 for the box, which as explained to me I go to keep if I ever cancelled the service ( (the $60.00 were returned because they did not send the box within the time they indicated but they did not say that changed us not having to return it). I setup this service (over the phone) for my parents who were living in PR, since them my father died and my mom came to live with us in US. I called Claro to cancel and they told me the only way to cancel is to go to a physical store in PR. After over an hour of trying to explain, not there, they are telling me that I they will make an exception but I have to send them an email including all my personal information (including my current address) and a photo ID. I do not feel comfortable sending a photo ID and all my info to them. Why do they need it? I am giving them all the account information they need. Second, even if I do that I will be charged $100.00 if I do not return the box (that they said was mine for the $60.00), but again the only way to return it is to go to a physical store in PR and return it. They will not let you send it over the mail. Either way they are hosting me hostage, because even if I give up and send my personal information to them, I still would have to go to PR to return the box. I also asked for all correspondance I've had with them because they can prove what I was told and they hung up on me.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Claro PR is charging me $821.59 out of nowhere after I cancelled the service on May 7, 2023. I had no charges since December 2022 due to a $970.42 credited payment I had to make to reactivate my phones after they erroneously closed my account for roaming charges when I actually had an International Plan in place. Anyway, I spent January-May 2023 with a credit and cancelled the service on May with a small $49.72 bill after the credit ran out. In early August, I received this $821.59 bill by mail, with no breakdown or explanations, threatening to ruin my credit if I dont pay it. I went to their office and they told me they couldnt fix any billing errors there because the account is cancelled, and would have to call the ****************** instead. The rep provided me this BAN code *********. I called Finance and after several unanswered calls throughout the week, I finally spoke to a rep today, who first told me the $821.59 was for a penalty and then changed the story saying it was for balances owed for the 4 phones I used to have with Claro. Both stories sound fishy and I do not trust them because (1) the company is lacking transparency in the bill by refusing to provide a breakdown of the services/items charged, (2) Im ****% sure I paid off those phones, and (3) it wouldnt be the first time they charge me erroneously because they already made me pay $970.42 in December, which was actually the last straw that made me cancel their service. I want them to erase that $821.59 charge and desist from ruining my credit. It is an unfair and unethical practice to charge an unexplained bill.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  LAST 8 MONTHS PAID FOR ***** SERVICE WHICH I HAVE ASKED TO BE CLOSED AND ACCOUNT CANCELLED. I HAVE NO ELECTRICITY AT HOME AND THE ***** FROM THE ***** COMPANY ITSELF SHOWS NO USE BUT THEY CONTINUE TO BILL ME DISPITE SEVERAL ATTEMPTS TO CANCEL THE *****LINE. THE ***** IS ********* AND ***** # IS ************. EACH TIME I ATTEMPT TO CLOSE AND CANCEL THEY KEEP TRYING TO SELL ME OTHER SERVICES AND IGNORE MY REQUEST TO CANCEL. I WILL PAY NO MORE BILLS BEYOND THE 8 MONTHS I'VE ALREADY PAID WHILE TRYING TO CANCEL THE *****LINE WITH CLARO. AVERAGE 29$ A MONTH.

  Business response

  09/05/2023

  See attached

*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. ↩