ComplaintsforLiberty Communications Of Puerto Rico
Cable, Internet and Radio
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Complaint Details
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Initial Complaint
08/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Liberty Communication has acquired **** customers in the *************************************************************** claims that I had a past due balance with **** of $4,000.00+ which Liberty claims that I have not paid my **** bills since 2018. I informed Liberty that its an error and they refuse to believe me. I told them that **** does not allow customers to run their bill from one month into the next.Initial Complaint
08/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Approximately a year and a half ago, **** sold their **************** accounts to **********************. It was a mess and continues to be one for customers. 6 months ago, my three business numbers (for retail stores on the island of ********) stopped working. Despite calling and emailing, no one was able to help me. I was in *****, FL at the time so went into an **** store as they still have ties to Liberty. I spent 6 hours in this store as the owner of this particular location helped me to try and contact Liberty so I could get my businesses back up and running. Liberty had no answers for this employee either as to why the numbers were shut down. Only that they were undergoing a conversion process and had no idea how long that could take. We asked to speak to a manager and they said that they had no one on site that day and could not forward us to anyone. We asked what resolution they had for us and both employees suggested I shut down the account in ******** and get three new numbers. The ATT employee then told the Liberty employee to cancel my account. I also sent numerous emails (without any replies) to do this. Every month I get a bill from Liberty with the old three numbers despite me not having them anymore. I have tried calling but their help desk goes to Puerto **** and then an automated spanish recording comes on and then hangs up. I tried calling billing but its directed to **** who says they can't help me either. I am stuck in an endless loop with no one at Liberty available to help and a bill for something I don't have that keeps going up. Please help.Initial Complaint
08/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On August 2nd I decided to sign up for liberty wifi services. It has now been 13 days of being a client and I have only had wifi for 9 of those days, and within those 9 days the wifi goes out every 1-2 hours. I tried to get in contact with Liberty to cancel the service as they are unable to fulfill the services they agreed to provide and they want to charge me ********************************************** is disgusting business behavior as they have sucked me into a contract for a service that does not work as advertised or as promised. I have power and water in my apartment but somehow the wifi doesnt work. I am considering taking legal action because this is a predatory business practice. They are also very difficult to get ahold of nor have they sent me a copy of my contract. I am completely in the dark with a service that does not work.Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Liberty accidentally charged us for a phone that had been to returned in December, 2 times in March ****** x2 . I have spoken with them and sent all the proof that we never owed the money. I have been in communication with them since April on this issue and they have been telling me for 3 months that they are refunding my money, but every time I call, they say refunds take longer and it will be 10 more days. Yesterday I asked to speak to a supervisor and was hung up on 2 times. I call every week but fear I will never see my money again. Our bill should never be more than 200 dollars a month, they have tried to charge us the same wrong amount again for the last 3 months. I have to call every month to have my bill fixed. It is ridiculous! Thank you for any help! I am at a loss.Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have switched mobile service companies, from Liberty PR (old) to T-Mobile (new). During the transfer of the my service I had to call Liberty PR to notified them of my wish to terminate and move my phone number, ************, which I have held for *********************************************************************** my phone number was dissactivated by Liberty. This action disable/impeded the transfer of my number to T-Mobile, as to retain the number I have had for years. I am going on day twelve, and after 6 phonecalls Liberty PR has yet solved my issue. I have lost client calls, which cost me loss of much needed revenue to live.Customer response
07/30/2024
Attached is the letter, and bank statements as evidence of monthly payments to my Liberty PR account, I provided to **************** Rep ************************* on July 21, 2024.Initial Complaint
07/19/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I am not liable for this debt with ***** I don't have a contract with them and they did not provide me with the original contract as I requested.Business response
03/04/2024
AT&T has confirmed that the matter involves Liberty ****************** Transferring complaint to be addressed by Liberty Wireless.Initial Complaint
07/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Liberty PR is a communication business in Puerto ***** Since they adquired the business, I have been experiencing intermitence in the service. Internet speed is never what it should be and what I am paying for. They increased the prices with no explanation and no improvementto their services.Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Someone at Liberty went into my account and changed my number, I was not notified of any changes, my account was current. The new number does not link to my phone and when it is called a woman answers. I was told that someone went into a remote location and asked for a change. There was a password and PIN on my account and apparently neither was used to verify the individual was me. I am told that I can not get my number back.I am a 67 yr. old single Handicapped woman. everything in my life is attached to that phone number. Banking, Social ****************** and ****** care. NO one can call me, I cannot call anyone, I have been isolated. I have had that same phone number for six years.I have spoken to customer service and tech support, I have a Case #, someone was supposed to email me a status report since they are unable to call me. I have not received any emails or updates.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On December 12, 2023, I contacted your company regarding a refund check I was supposed to receive. However, despite waiting for an extended period, the check did not arrive. *** made multiple attempts to resolve this matter by calling your customer service department, all of which are outlined below. Regrettably, my experience with the team was disappointing because after extended wait times and false promises, they could not provide me with a clear resolution or timeline for issuing a replacement check. Their communication lacked clarity and professionalism, leaving me frustrated and neglected as a customer.Made 6 attempts to get resolution with the company - all which were unsuccessful. 12/11/2023 - Spoke to *********************: No reference number was given, and the representative advised that it would take 3-4 weeks to receive the refund in the amount of $1,547 2/22/2024 - Spoke to ***** (Case# DC135801) Opened a case number DC135801 she stated that nothing was done during the previous interaction on 12/11/2023. The refund request was reprocessed for $1,547.3/21/2024 - Called for an update, no progress was made just more accrued charges. 3/24/2024 - Spoke to ***** (Case# DC119429). Because nothing had been done in previous months, a new case was opened with an additional refund of $373.80. New Total $1,920.80 3/28/2024 - Spoke to *************************** I verified the address because she stated the check was issued. She provided her e-mail. *** attempted to contact her several times, but there has been no response. CHECK WAS NEVER RECEIVED 5/23/2024 - I am currently living in the state of ******* because of my poor health. A family was local and visited the site. They stated that no information could be provided and that they would contact us directly. As of 6/28/2024, no one has provided a refund or attempted to contact us for resolution.Initial Complaint
06/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Account **************** for internet 25 mg residential at ****************** ************************************************. This acct is subsidized by Lifeline Q334197688 ($14.00 discount from $25.70 total $11.70) transferred from Stand Up Wireless on the Liberty own page. Add a $3.00 charge for mail paper bill, $14.70 FINAL monthly. I have never received a bill for the right amount but 5 times higher. Called them many times but the bill I pay for is always wrong for years. The problem is that now they are threatening to disconnect tomorrow. The Lifeline discount has been approved since May with the above Q code. Liberty has this on record but keeps charging wrong amount today $75.81 even after payments.My cellphone also with them is paid for by CMS so is not related to Lifeline. They promise to fix it but not even call me as promised by customer service
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Customer Complaints Summary
59 total complaints in the last 3 years.
39 complaints closed in the last 12 months.