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Business Profile

Cable, Internet and Radio

Liberty Communications Of Puerto Rico

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Liberty Communications Of Puerto Rico's headquarters and its corporate-owned locations. To view all corporate locations, see

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Liberty Communications Of Puerto Rico has 7 locations, listed below.

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    Customer Complaints Summary

    • 67 total complaints in the last 3 years.
    • 34 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/03/2025

      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 called Liberty PR last Thursday February 27 to reconnect internet service under my name because almost a month before that it was under my partner's name(***** **********). We had to cancel because we weren't receiving internet and they couldn't provide a date to come fix it. However, after being promised that after connecting again under my name and picking up the router that it would work, it didn't. I have yet to have internet service. Today an installer came in to connect it and stated that he couldn't and would need to send another person do it. They still didn't provide a date for this. I am close to 2 months without internet and they keep charging me and not giving me a date for them to fix it. It's totally unacceptable that they are charging for a service they refuse to provide me with.

    • Initial Complaint

      Date:02/25/2025

      Type:Sales and Advertising 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.
      After several calls over the last 2 months and a visit to one of their stores, Liberty has been unable to provide a bill for the latest charge. They have consistently charged me $20.00 over the contracted amount for the last year. As a result, I have had to contact customer service monthly to explain my situation and claim a credit. Now that I have closed the account, I cannot download the last bill. They said they would email the bill, but it never arrived. In one instance, one representative said their system had been down, and they could not send bills by email for over a month. I need Liberty to provide an itemized bill to determine what is owed.

    • Initial Complaint

      Date:02/15/2025

      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.
      Liberty PR is charging me for a service that I have not had. I called 1/25/25 to verify I could take my device and phone number to another company, and I was told yes I could, so I did. On Feb 29 I get a bill charging me for the services under my line, from 1/29-2/27. When Ive called, multiple times, I am told that the charges are valid because I never made an official request to port my number out. I stopped having their service on 1/25/25. Ive sent proof of my port, and they refuse to adjust the bill. To make matters worse, my line is still active and I have family members unable to call me since the company still shows an active line (even though I am and have been with another company for almost 4 weeks now).

    • Initial Complaint

      Date:01/15/2025

      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.
      Problem Description: Refund of $551 Owed by Liberty Communications I am requesting assistance regarding a refund of $551 that Liberty Communications owes me due to an improper charge for a phone that I already owned. The issue began over a year ago when Liberty wrongfully charged me for a device that was not purchased through them. After months of back-and-forth communications and providing all necessary proof of ownership, Liberty finally acknowledged their error. However, despite the issue being resolved over a year later, I have yet to receive the refund that they confirmed is owed to me.For the past three weeks, I have been consistently calling Libertys customer service to inquire about the status of my refund. Each time, I am met with excuses and delays. Ive been told that the matter is being escalated and that the refund is being processed, but there has been no actual action taken to return my funds. It is evident that Liberty is engaging in games and stalling tactics when it comes to issuing the refund.This situation has caused significant frustration and inconvenience, as I am simply requesting the return of funds that were illegally taken from me in the first place. I have been patient and cooperative throughout the process, but Liberty has failed to act in good faith to resolve this issue.I am now seeking your assistance to hold Liberty accountable for their wrongful charge and demand the immediate return of the $551 refund that is rightfully owed to me. I appreciate your help in ensuring that Liberty complies with their obligations and returns my funds without further delay.

    • Initial Complaint

      Date:01/14/2025

      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.
      A few months ago ************ made us switch our SIM cards with no explanation then their website would not allow us to change our payment info. I called numerous times and they said they were working on the glitch. Then our service ended and we found out ************ was bought by Liberty but no explanation or even an ask. So we tried to get ahold of Liberty and they gave us a free month to figure it out until 1-15-25. Today the 10th I have no service at all, the new carrier I want to switch to needs a port out PIN only ********************** can give us and Liberty won't answer our emails, calls end after seconds, and there is no chat. I can't even add my payment info on the website. I want my phone number to remain. I just don't want Liberty Wireless as my carrier. I need help. I will need someone bigger than me to help me and my family members get our port-out PIN and get out of this awful phone carrier service fiasco. Meanwhile I can only be contacted by email. My phone does not work and that is dangerous

    • Initial Complaint

      Date:01/14/2025

      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 service through Liberty wireless. They have my number blocked on 1/11/2025, payment due in 1/15/2025. This is a prepaid service so I pay as I go. I use this number to run my business. To make a payment I need to log in the account but I do not receive any code that Im supposed to, to log in to my account because my number is blocked. The customer care number tel:************, I called them atleast 100 times, keeps disconnecting. No answer to the email and no answer on social media. My phone remains blocked before time. I want to make the payment and keep the service going but at this point there is no alternate way to reach out to them.

    • Initial Complaint

      Date:01/13/2025

      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 had cell phone service with HELLO MOBILE for over 1 year now, On Saturday 1/11/2025 I noticed I had no cell phone service on both my telephone numbers ************ and ************. On or about December 15th 2024 I prepaid my cell phone for 3 months and was told that my next payment would not be due until April 2025. I had no idea that ************ was going out of business until 1/11/2025. At this same time, I found out after calling ************'s telephone number that the business was no longer in service. I then ******* the business to see if I could find out more, and then I discovered that they had indeed gone out of business and had transferred their subscribers over to another cellphone company named Liberty Wireless. The story can be found at the following link: **************************************************** Neither Liberty Wireless nor ************ have been transparent in this change/transfer of service. I have received at least one form of communication from Liberty Wireless; however, like others, I read about, I thought they were spamming me. I have made numerous calls to Liberty Wireless in the last 24 hours, at the phone number ************: the phone rings, and when it does not immediately hang up it leads you to a VRU that repeats over and over again that they are busy and an agent will be with you soon: however, after about 15 minutes the call is disconnected. At this point, I have no desire to do any business with Liberty Wireless. I would like to get them to restore my service so that I can port my numbers out to a more reliable company. Also, I want the $135.00 that I paid in advance for 3 months of service that I have not received, refunded immediately. If this issue cannot be settled amicably and expediently, I will have no other choice than to seek legal recourse since it's not only inconvenient but I am losing hundreds of dollars per day not being able to log into my contracted work with Okta verify on working cell phone.

    • Initial Complaint

      Date:01/13/2025

      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 two hello mobile numbers that transferred over to liberty wireless without my knowledge. I was mailed no communication. My elderly parents use these phones and now liberty must have stopped service. Liberty wireless customer service has not answered any calls at all and the customer service number hangs up. This is a safety concern. One of the numbers is ***************** then other is *****************. I would like customer service to help me get the numbers fixed or give me info to port out.

    • Initial Complaint

      Date:12/18/2024

      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.
      On December 2022 I moved overseas with military orders, I work for the Navy. I talked to Liberty and signed paperwork to get a military suspension to my account, as I have done before. I was told the suspension was good for 999 days. After about 14 months, Liberty unilaterally changed their rules and no longer supports the military with military suspensions. They changed my bill from $25 per month to $136 per month, again without notification. They claim they sent text messages, but obviously their transition team failed to identify customers who were on suspension and were not able to receive such text messages. They sent emails about the transition to Liberty PR, but they failed to mention that they were not allowing military suspensions any more. After 10 months I noticed that my bill was still way too high and when I called to fix it not only was the supervisor on the Spanish phone line not helpful, she hung up on me while I was waiting for her to provide the procedure to place a formal complaint. I had been on the phone, on an international call, for over 1 hour at the time she hung up. My account with them and **** before them had been active for over 20 years, they lost a faithful customer and I have and will continue to post on X and ******** to warn all military members about this company and how they do not support our troops when they deploy. I will also warn anyone that asks me about how Liberty unilaterally change contracts/bills without proper notification and then hang up on you when you call for help.

    • Initial Complaint

      Date:12/04/2024

      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.
      Liberty called me three times to upgrade my Phone from Flip4 to Flip6. Was having signal problems and their diagnostics was that the phone was not compatible with their cell system. I finally said ok to the upgrade. I had over $300 dollars left on the payment of the phone. They said due to the upgrade offer it would be waved That was said but a month later they deducted $426 dollars from my credit card. I called, two weeks ago, and representative said I would be getting a credit. Called today and was told that they have been waiting for a screenshot of my bank account to confirm payment was done. If I had not called that would have been their resolution.I sent an email, to **************************************** with a copy of the screenshot. Next step is to wait until somebody processes my claim.The purpose of this complaint that I get my ***** debited to my credit card

    Liberty Communications Of Puerto Rico is NOT a BBB Accredited Business.

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