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Business Profile

Telephones

Puerto Rico Telephone Company, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Puerto Rico Telephone Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Puerto Rico Telephone Company, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/12/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Since November 2023 I have been disputing an account that appears on my credit report as a charge-off. This is negatively impacting my financial goals.I have repeatedly requested validation of this debt from Claro, and I have also sent a formal dispute letter on July 2024. However, they have failed to respond or provide any proof that this debt is valid.Under the Fair Credit Reporting Act (FCRA), 15 U.S.C. 1681s-2, and the Fair Debt Collection Practices Act (FDCPA), 15 U.S.C. 1692g, a creditor or debt collector is required to validate a disputed debt upon request. If they cannot verify the accuracy of the account, they must cease reporting it to the credit bureaus.I am filing this complaint with the Better Business Bureau (BBB) to request an investigation and to urge Claro to either validate this account or remove it from my credit report immediately. Their failure to respond is a violation of federal consumer protection laws.I request that Claro take prompt action to resolve this matter. Thank you for your attention.

    • Initial Complaint

      Date:01/30/2025

      Type:Product Issues
      Status:
      Unanswered
      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 September 15, 2020, I requested the complete cancellation of Claro services. I was instructed to send an email including the name, account number, ID, and a payment. I complied and sent all the required information along with a payment of $542.15 to finalize the cancellation. Despite this, my service was not canceled, and I continued to be charged.I have tried multiple times to contact Claro, but every time I call, they keep transferring me from department to department, and I am never able to speak with anyone who can actually help. When I finally managed to talk to someone, they told me to send an email. I did exactly that, only to be told later that they never received anything.I then requested to speak with a supervisor, and they informed me that in order to resolve the issue, I would have to physically go to a branch and speak with a manager. I explained that I do not live in Puerto ***** live in ******** that it is impossible for me to travel all the way to Puerto **** just for this. Their response? Were sorry, but we cant help you.This situation is seriously damaging my credit report. It is showing as a negative **** with a balance, which has directly impacted my ability to achieve my financial goals. I need this issue resolved immediately.Attached, you will find all the documentation as proof that this account was paid in full as part of a cancellation request.

    • Initial Complaint

      Date:10/21/2024

      Type:Order Issues
      Status:
      Unanswered
      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 am not liable for this debt with CLARO wireless, I do not have a contract with the current debt collectionagency, they did not provide me with the original contract as i requested.

    • Initial Complaint

      Date:10/15/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      Company is charging me for a service Im not receiving. And when I call and ask for my money back or I even accept the credit on my account, they are denying any credit for the service I paid that Im not receiving.

      Business Response

      Date: 10/22/2024

      see attached

      Customer Answer

      Date: 10/22/2024

       
      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,

      ***** Del *****

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Hi my name is **** E *********, thank you for this time. My situation is with a companie name **** **. Wish provide cellphone service and devices to the peoples. Why my complaint. A week and a half ago my phone stop working. A family. Member advice me they have a phone they can give. Ok I get the device and did the porper steps to connect the new divice to the network I use as a data phone provider. Once I did everything necessary to function in my network. Now the phone ask me for a code to enter and unblock my phone and continue using it. Now after 2 intend the code keep coming incorrect, I had spoke with the customer service at this time about 20 times and the response is alway you have to wait for a code from 24hr to 5 days wish i have dont patiently. Today is the 10 business. understand this is happening since Sep. 4 2024 and today is sep. 17. I talk to them today again they give me 2 code thru the phone, that never work. And now I have to wait another 3 day for a new code. I work with my phone doing **** eats and doordash wish mean i need my phone at all time and I haven't work in 14 days just because they want the client to wait into they diced to give you a code (they don't want to loose clients). I'm suffering by the way the do business. I had Spending money on a prepay phone wish i dont have to stay connect some how. I need your help to solve this situation. In 2024 we're the info and data run at speed of light i don't understand why I have to wait so long.Once again thank you for your ******* contact number is ************ My email is *****************

      Business Response

      Date: 09/26/2024

      see attached

      Customer Answer

      Date: 10/04/2024

      Good afternoon, it is sad to say that the situation has not been resolved at all. Until today you have not received or even tried to communicate with me. yesterday Oct 3 I decided to give them a call to see what was happening. I practically had to explain my situation again, and everything was as if it had never happened. Once again they tell me that I have to wait 5 more days. At this point I don't know whether to claim monetary compensation since I have lost a month of work with **** EAT, AND DOORDASH. By them taking there sweet time with my case. Please once again help me!

      Customer Answer

      Date: 10/04/2024

       
      Date Sent: 10/4/2024 1:22:06 PM
      Good afternoon, it is sad to say that the situation has not been resolved at all. Until today you have not received or even tried to communicate with me. yesterday Oct 3 I decided to give them a call to see what was happening. I practically had to explain my situation again, and everything was as if it had never happened. Once again they tell me that I have to wait 5 more days. At this point I don't know whether to claim monetary compensation since I have lost a month of work with **** EAT, AND DOORDASH. By them taking there sweet time with my case. Please once again help me!

      Business Response

      Date: 10/25/2024

      see attached

    • Initial Complaint

      Date:05/29/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      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

      Date:02/29/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 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

      Date:01/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 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

      Date:12/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 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

      Date: 01/03/2024

      see attached

    • Initial Complaint

      Date:11/09/2023

      Type:Delivery Issues
      Status:
      Unresolved
      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.
      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

      Date: 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 Answer

      Date: 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,

      ***********************************

    Puerto Rico Telephone Company, Inc. is NOT a BBB Accredited Business.

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