ComplaintsforPuerto Rico Telephone Company, Inc.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a phone online to be paid monthly. The phone was supposed to be shipped to me. I cancelled the phone and requested a refund on the first deposit I gave. I spoke to customer service and was told I could not request a refund by phone and needed to go to a Claro store to request that refund. I feel it is not right that they charge you for a service online but can not refund you online as well. It is not right to collect a payment and not give it back once that service is cancelled. I spoke to another sales representative and they said they will try to process my refund but it has been more than a week and I have not hear any updates. I feel like they stole my money and it is not right.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  El 15 de diciembre de 2022 La **************************** del ************ de ******* Esfuerzo de ClaroTV se comprometio conmigo a pagar la penalidad de Directtv si *o me cambiaba a ClaroTV. *** penalidad asciende a $184.16. Durante los ultimos 4 meses he realizado multiples gestiones con CLaro a traves de llamadas telefonicas, e-mails * cartas para que honren su compromiso pero no lo han hecho. Esta situacion incluso puede afectar negativamente mi historial de credito. He hablado con La **************************** en varias ocaciones, con ************************* (14 de enero de 2023), ************************* (el 10 de enero de 2023) *************************** (3 ******** de 2023) entre otros empleados * siempre tienen una excusa tras otra. Siguiendo las sugerencias de algunos empleados visite la tienda servicios de Claro en ***************, *******, **. Me atendio el ****************************** quien me informo que el no podia hacer nada * refirio el caso a sus supervisores mediante e-mail, lo mismo que habian hecho multiples empleados anteriormente. Creo que la unica intencion de la promesa de pago de la penalidad fue hacerme firmar un contrato de 3 anos con Clarotv, lo cual considero injusto he ilegal. Mi numero de cuenta con Claro es *********.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  on 1/30/23 a representative ******** of Claro came to my house with a new promotion that Claro was offering we came to terms with the representative and they came out to connect the service on 2/1/23 which was not what we signed up for the phone number that we had with another company was to be transferred .but was not transferred until 2/10/23 according to the customer service .on 2/3/23 a tv box was dropped off by a delivery guy and said he was not a tech. he was just a delivery guy. After numerous calls to customer service and complained I was told to connect tv box myself which that is not what I was told from the representative ******** then on the 2/7/23 I went to the office in ******** Puerto **** to cancel my service due to the fact that the service that was promised I did not receive. I was told that I cannot cancel, and they refused to take back the equipment.so I made more phone calls to customer service to resolve my issue and on 2/10/23 went back to ******** office and spoke to a supervisor and he told me it was being resolved he made a appointment for a tech to come out and he advised to give it till 2/17/23 {tech never showed} if nothing was resolved by then I can come back and cancel with no problem the agent was *****************************. On 2/17/23 nothing had been resolved I went back to ******** office and that ***************************** was not in .so they passed me to 4 different agents that I asked to be given to someone that spoke English and a supervisor and finally after making a scene a supervisor showed up and did not help at all and refused to take the equipment back I want to return all their equipment and be charged no penalty for a service I never received

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Since November 28, 2022, I requested a transfer of service to a new residence and it has not been done, I have a service charge of $600 in my account since I continue to charge the service if I have it, a total robbery ..

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had an installation in August 2022 but never received my first bill. In September due to the hurricane we didnt have service for over a week, however I still got charged. I called the company several times due to not being able to access my online account to see my bill and how whenever I tried logging on it would say my email was not the email associated to my account. My account email recovery was not fixed until January 2023 due to employees telling me they annotated my account and they would call me back and never did. When I finally received the email my account was completely disconnected and I was charged $195 for disconnection on top of it being reported to the credit bureau immediately. I have had the money to pay my account but this company takes advantage of its customers and I just wanted to see the things I was being charged. Honestly it has been a horrible experience. I just want to pay what I owe for my months of service and for them to correct what they reported to the credit bureau due to them being negligent to fixing my account access in a timely manner.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called Claro on December 31, 2022 letting them know that my telephone service line was not working and on the 19th. My **************** went out as well thats 19 January 2023. Ive called numerous times in fact now I call every other day And I keep getting the same excuse. They keep saying theyre going to notify a supervisor or a manager in the area. They finally sent someone and the person said the box was messed up and he doesnt know what to do so we need to get a cable person that was on February 1 of 2023. I even went in person same thing was told to me about them putting urgency and Supervisor but no one has notified me , it is now February 9 and I continue to call every other day sometimes twice a day with no one calling me back. I hope this would be a way for them to please fix my service.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I had an account with two lines. He died. I called Claro to cancel his line and transfer the account into my name. They said I had to go to a physical store to speak with customer service. I did. We provided the death certificate and paid for the cel phone and final bill. Final bill was inflated because claro increased pricing and added insurance without our consent. It was adjusted. At the end of this visit we should have accomplished three things:1. Pay off all that was owed 2. Move account to my name (wife)3. Get his original phone, now fully paid, unlocked. I was told I had to call assistant to cancel insurance we did not request. Two days later I receive an email stating the phone could not be unlocked because we entered the information incorrectly. They entered the info. Not us. They now say we have to go back to Claro to unlock the phone. Three weeks later I receive an invoice for $100+ dollars (more for 1 line than what we paid for 2 lines) in my dead husbands name. I was told the invoice would be $30 a month in my name. I went back to the store and they mentioned that I owed more Money for the second phone and another $85 but no one was able to tell me what the $85 was for. I was frustrated and felt ignored. I paid and asked to close the account. I dont know what I was paying for. They could not explain. I believe they took advantage of me because of my ***, age and situation.

  Business response

  03/01/2023

  see attached

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claro Wireless in PR holds people hostage in contract. After my ****************************** to cancel my service and was told it was cancelled. A few months go by, I get a ding on my credit score because of an unpaid bill, from Claro. Logged in and my account was still active. Called Claro to resolve, even though I am not currently in PR, they are requiring me to go the a specific type of Claro retailer on the island to cancel. Here is the cancel process:1) Call to cancel service. Receive a cancellation code.2) Go to an authorized retailer of Claro. Give them the cancellation code.3) The retailer will now submit a request in which a letter to cancel your service is mailed to you. This takes 2 weeks to receive.4) After receiving your cancellation letter in the mail, you have to fill out the form and take it back into the physical authorized location again.5) Finally your service can be cancelled.I'm sure anyone could see how this could be an issue without physically being in the location for an extended period of time. This company holds people hostage in contract. It is criminal. I have talked to other friends on the island and they said they went through the above steps and Claro continued to charge them for months after that and they had to get a lawyer involved to get the money back and account cancelled.I now have an account that is paid up to date again and I'm unsure how long I will need to continue to pay for this service that I'm unable to cancel just to ensure it doesn't affect my credit score again.

  Business response

  03/13/2023

  see attached

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  *** 2022 I went to the Claro Office in *******, Puerto **** to change the account my mother had to my name because my mom is deceased. I brought her Death Certificate, my social security card and paid the ***ober bill at that time. They made copies of the information and supposedly made changes to the account. They scheduled a technician to come see why we had not been able to see the cameras we have connected to the Internet. We left Puerto **** *** 13th and at that time no technician showed up and the internet was not working. I waited for a call so that we could have someone available to check the internet when the technician came, but no one called and cameras continued not to work. I received a late bill for two months of service in December. The bill had my mom's name, but my address. We had never received a bill. I called to see if they were able to repair the problem and verified the cameras to find they continued not working. I explained to the customer service rep that I was not in ********************** ****, but that I wanted an adjustment for the two months because service was not working. He said he would adjust the account and place a request for them to check to see if in reality it was not working. I received two letters denying the adjustments, but no explanation as to why. I don't know what kind of investigation was done, but I can tell you that the cameras have not worked. My brother, my son and I use these cameras to show my dad how his home back in Puerto **** was being cared for. My dad passed away but we want to monitor the property. My son checked cameras when we were in Puerto **** in *** 2022, so we know the cameras are not the problem. The television and the phone did not work either. I don't want to pay for a service we never received. I already paid Aug-Sep because we thought it was the cameras. Please help me, I tried calling Claro several times w/o a solution other than pay the balance and we will send a technician.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the month of July I subscribed to claro for internet services, one week after i received a call from a sales representative from claro telling me that the service included free claro tv so I agreed to add the service . They charged me for a equipment i never received , a service i was never able to use and when I contact claro customer service no one is able to help , assist or advice that the situation is out of their control . Claro cheated ,lied and did not provide the service as stipulated.

  Business response

  01/20/2023

  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. ↩