Complaints

This profile includes complaints for Hawaiian Telcom Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hawaiian Telcom Communications, Inc. has 2 locations, listed below.

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• 

  Hawaiian Telcom Communications, Inc.

  1177 Bishop St Ste 3 Honolulu, HI 96813-2808

• 

  Hawaiian Telcom Communications, Inc.

  711 Kapiolani Blvd Suite 800 Honolulu, HI 96813

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.

• Initial Complaint

  Date:10/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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'm on autopay with Hawaiian telcom company for my bills. I paid up all the way until July and then I wasn't billed for August which on their part they said a customer accidentally wrote the wrong account number so they had to square that off with them. So on September 2nd they charged me for August and September double which was $342.28 then my bill was zero. My next billing was due on 1010 /25 which would have been ****** my regular bill payment.then on Sept 30 they took out of my account $543.33 .and they keep telling me that because I was not billed for August . Which I understand that's why they took out the $342. 28. When I called to dispute this withdrawal of $543.33 they said that the check was returned. I told them that's not correct because my bank shows that I had sufficient funds and they paid the $342.28 to Hawaiian telcom. And I have all the paper work right in front of me. And they are refusing to give me back my money saying the investigation says otherwise. So I told them I would like to speak with that investigator because obviously they're doing something wrong and I can't get answers. And I can't get anybody else on the phone because they have no other number to call. They don't have a office to visit only in **** and I'm getting frustrated because there's nobody that can really help me or answer my questions.

  Business Response

  Date: 10/07/2025

  Hawaiian Telcom Customer Relations has sent a detailed written response directly to the complainant via email. The response includes an explanation of the account history, payment activity, and all relevant documentation to address the concerns raised. The complainant has been invited to reply to the email or to provide a preferred date and time for further discussion, should they wish to speak with a representative.

  Customer Answer

  Date: 10/08/2025

   
  Complaint: 23985237
  
  I am rejecting this response because:
  I need to check with my bank and verify everything that's going on. This is very unprofessional to just go and take money out of a customer's account out of a mishap that happened last year. Not even. Let me know what is going on. Very unprofessional. Very disappointed And not my fault that was between you and the other customer that affected me a year later
  Sincerely,
  
  ******** *********

  Business Response

  Date: 10/17/2025

  Hawaiian Telcom Customer Relations contacted the complainant on October 9, 2025, to inform her that the company had reviewed the situation and decided to issue a credit in the amount of $357.19, which is the amount for the misapplied payment that was withdrawn from her account. We explained during that call that while the total amount withdrawn via autopay was $543.33, the remaining $186.14 was a valid charge for services rendered during the billing period of September 10, 2025, to October 9, 2025. During the call, the complainant requested that the $357.19 credit be refunded back to the payment method on file. We confirmed this request and assured her that the refund would be processed accordingly. On October 10, 2025, we followed up with the complainant to confirm that the refund was being processed to her credit card. We also informed her that it may take a few business days for the refund to be reflected in her account. She acknowledged this information.

• Initial Complaint

  Date:10/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 cancelled my account in 2023 and am due a refund of $242.76. I have been trying to get a refund for over a year and they are not providing it. I have made at least 4 requests over the phone and I am always told the refund has been requested and it will take 4-6 weeks for the check to arrive. I have not received a check. There is not point in asking them again so that is why I am filing my complaint.

  Business Response

  Date: 10/07/2025

  On October 7, 2025, Hawaiian Telcom Customer Relations contacted the complainant by phone and left a voicemail to apologize for the delay and inconvenience, and to confirm that the refund check for $242.76 has been processed. The check is scheduled to be mailed by October 17, 2025. Our contact number was provided should the complainant require further assistance.

• Initial Complaint

  Date:09/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a service member in the ****************** on Active Duty orders. After using Hawaiian Telcom for about a year, I went to cancel my service on May 28 as I was put on orders to move to ********. The cancellation process went through, however I had a $1534.91 credit on my account. I requested a refund on May 28 and was told to expect a refund within 4-6 weeks. It is now September 17 and I have not received a refund. I have called Hawaiian Telcom three times and have been told the same thing every single time. That the action needs to be reviewed and that it will take 4-6 weeks. This is outrageous and I do not know what else I have to do to get my refund. In addition, 2/3 times I have called about my refund, I was told that I would receive a call back after an explanation was given by the agent working on my refund only to never receive a call back. I have invoices every month showing my credit amount, timestamps of everytime Ive called, as well as my cancellation confirmation.

  Business Response

  Date: 09/22/2025

  Hawaiian Telcom sincerely apologizes for the delay in processing the refund. Hawaiian Telcom reached out to the complainant on September 17, 2025, to acknowledge the issue and extend our apologies for the extended wait.
  Because the refund amount exceeds $1,500, it requires additional authorization in accordance with our companys financial policies before the check can be issued. We have since escalated the matter to the appropriate team to ensure it receives the necessary approvals without further delay.
  Once the refund is approved and processed, a check will be mailed to the mailing address provided by the complainant. We will notify the complainant directly as soon as we can confirm the mailing date.

  Customer Answer

  Date: 09/22/2025

   
  I would like to keep this complaint open until I receive a message about the approval and mailing of the refund.
  
  Sincerely,
  
  Greyson Olep

  Business Response

  Date: 10/03/2025

  Hawaiian Telcom Customer Relations contacted the complainant via email on October 1, 2025, to confirm that the refund request had been fully processed and that the refund check would be mailed the following day, October 2, 2025.

  Customer Answer

  Date: 10/03/2025

   
  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. If I do not receive the refund within the next two weeks, I will reopen the case. 
  
  Sincerely,
  
  Greyson Olep

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 July 16th I called and complained too customer service regarding ********************** Telecom have their Internet/phone lines off low hanging being directly over my parking stall and drive way. Im unable to bring my 17 work truck home. *** reached out to customer relations personnel who ensured me they are taking care of this and each week that goes by they give me the run around. They still have note sent anyone out to fix the issues of their low hanging wires over my drive way that unable me to park my vehicle.

  Business Response

  Date: 08/12/2025

  Hawaiian Telcom scheduled two technician visits to the premise to thoroughly investigate the matter - the first on July 22, and the second on July 30. Both technicians conducted a comprehensive assessment of the premises and did not observe any low-hanging Hawaiian Telcom lines in the areas identified by the complainant, including above the driveway. To ensure we are addressing the correct concern, we reached out to the complainant via email on August 4, 2025, requesting a photo of the low-hanging line in question. This would allow us to pinpoint the exact location and confirm whether the line belongs to our network. As of today, we have not received a response. We remain committed to resolving this matter and are prepared to reassess the site upon receiving additional details or visual confirmation from the complainant.

• Initial Complaint

  Date:07/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hawaiian Telecom advertises that it is available all over the island of ***** but when I ask to be connected I am told it is not available in my area with no explanation. They need to stop advertising their services on ***** if they cant provide service.

  Business Response

  Date: 08/06/2025

  Hawaiian Telcom Customer Relations spoke with the complainant on August 6, 2025, to explain that while Hawaiian Telcom has deployed fiber infrastructure throughout the majority of ****?i, unit-level fiber availability in multi-dwelling properties such as condominiums depends on internal building infrastructure and coordination with the propertys management or association.
  

  In many cases, fiber is delivered to a central point on the property. However, additional work, such as installing wiring or conduit,accessing shared spaces, and obtaining approval from the condominium association (****), is required to extend service into individual units. These steps often fall outside the scope of what Hawaiian Telcom can complete independently.

  To help move this forward, we submitted a referral to our Multi-Dwelling Unit (MDU) Team, which specializes in working with property managers and building associations to evaluate the feasibility of enabling unit-level fiber access. A member of that team will be reaching out to the propertys management to begin that conversation.

  Customer Answer

  Date: 08/06/2025

   
  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. All thiis would not have been necessary if the Hawaiian Telecom employees who man their phones were aware of this and had put me in touch with someone who could help me.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:07/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filing this complaint against Hawaiian Telcom regarding unfair billing practices and denial of access to promotional rates:1. My account was marked past due and service suspended, even though the balance was not yet due.2. I was required to pay early to restore service.3. When I inquired about the new lower-priced plans (promotions widely advertised on their site), I was told they were only for new customers, even though I qualify under the same terms and have been a long-time subscriber.These practices are unfair, misleading, and potentially in violation of the *** Act (15 U.S.C. 45) and Hawaiis HRS *****. I am requesting a resolution, including (1) a refund or credit for the undue balance, and (2) access to the lower advertised rates.

  Business Response

  Date: 08/05/2025

  Hawaiian Telcom Customer Relations reached out to the complainant on July 28, 2025, via email to apologize for his experience and to inform him that we would investigate the issues he raised regarding his billing and promotional rate eligibility. Based on our records, the complainant's account was suspended after the past due amount was not paid by July 25, 2025. To restore service and help prevent further interruptions after reactivation, payment of the full outstanding balance was required, not an early payment, but a resolution of the past-due amount. Regarding promotional rate eligibility, new-customer pricing is typically reserved for incoming customers. However, to resolve the complaint, we offered the new-customer promotional rate of $72.56/month for 36 months. The complainant accepted this offer, and their account has been updated accordingly.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 live in a building that already has a Hawaiian Telcom account and I have been paying for my Hawaiian Telcom services every month as part of my *** for my building. However, when I moved into the building, unbeknownst to me, Hawaiian Telcom set up a separate account for me when I should have just been added to my building's account and has been charging me directly every month since I first enrolled with them June 2021. I didn't file this sooner because I did not realize that this was happening until a month ago. This whole time, I was under the impression that the invoice Hawaiian Telcom was sending me was to inform me of their portion of the *** I was paying every month, but that was not the case. I've been charged in total an excess of $4,016.38 by Hawaiian Telcom and want to be refunded for this amount. I called Hawaiian Telcom on 7/3 to inform them of this issue and they have since cancelled my personal account and put me on my building's account, however, they have not refunded me for the ~$4K I am owed. I've followed up with them on this on 7/11 and again on 7/16 and have not heard back.

  Business Response

  Date: 07/25/2025

  Hawaiian Telcom Customer Relations contacted the customer on July 25, 2025, regarding her concerns. An email was sent to her with a detailed breakdown of all payments made on her account since service began on June 25, 2021.
  
  We would like to clarify that while each unit in the building is set up with its own individual account, the account should have been properly coded to reflect that the **** covers the service charges. We acknowledge that, in this case, the account was not coded correctly at the time of enrollment.
  
  As of July 3, 2025, the customer's account has been updated and corrected to reflect that her service is included under the buildings **** agreement. As a result, no further charges will be billed directly to her.
  
  We sincerely apologize for the oversight and any inconvenience this has caused. We are continuing to review the account and will follow up with the customer regarding any applicable refunds based on the findings.
  
  We remain committed to resolving this matter fairly and promptly and will ensure the customer is kept informed throughout the process.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23650699
  
  I am rejecting this response because: I am still waiting for the refund to be applied to my account. I appreciate and accept everything that was stated in the business's reponse, however, I'd like to keep this complaint open until the $3,394.15 owed to my account has been paid by the business. 
  
  Sincerely,
  
  Sera *******

  Business Response

  Date: 08/06/2025

  Hawaiian Telcom Customer Relations spoke with the complainant on August 6, 2025, to assure her that the refund request is actively moving through our internal approval process. Because the refund amount exceeds $2,000, it requires additional authorization in accordance with our companys financial policies. Once the check is processed, we will provide the complainant with an update immediately.

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23650699
  
  I am rejecting this response because: I am very satisfied and appreciative of the effort made by the business, but I'd like to keep the case open until the refund is fully issued. I understand this may take 4-6 weeks. I'm okay with waiting. 
  
  Sincerely,
  
  Sera *******

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 NO LONGER USE TELCOM SENT BACK ALL THIER EQIPMENT THEY INSTALLED

  Business Response

  Date: 06/18/2025

  Hawaiian Telcom Customer Relations reached out to the complainant on June 18, 2025, to inform him that, following a thorough review of his account, we have confirmed that he was using his own internet equipment. As a result, credit adjustments totaling $209.42 have been applied to his account. These adjustments will be reflected on the invoice dated June 19, 2025. As of today, June 18, 2025, the balance on his account is $0.00. Our contact details were provided in the voice message should he have any further questions or require additional clarification.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hawaiiantel salesperson opened an account without my knowledge and permission.

  Business Response

  Date: 07/14/2025

  Hawaiian Telcom Customer Relations apologizes for the delayed response, as we did not receive the initial notification of this complaint. Upon learning of the issue, we contacted the complainant and confirmed that the installation order placed by the field representative was canceled on June 13, 2025. This matter has been escalated to the appropriate department for a thorough investigation. We regret any frustration or inconvenience this situation may have caused and appreciate the opportunity to address the concerns raised.

• Initial Complaint

  Date:06/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  November 2024, I ordered Hawaiian Telcom's fiber optic internet. My install date was November 4. No installer showed up and I received no phone call. Upon enduring a long wait on hold to reach ***************** I was told there was a mistake in scheduling; I would now be rescheduled to November 7. Installer showed up and determined he was not able to do my installation because he needed assistance and more equipment. He said he would issue a "ticket" request to reschedule with a proper crew. Again, I got no communication as to when I would be rescheduled. After responding to a survey request in which I described my frustrations about the poor communications and customer service, I received an email from a manager who assured me that I would receive contact from someone who was more directly involved with installations and scheduling. I did receive a call to assure me that I was on their scheduling and that I would be hearing from an installation crew shortly. Heard nothing from them. Called the *********************** which submitted another useless "ticket" to inquire about my fiber optic order. No follow up.May 2025, attempt to put in a new order online but Hawaiian Telcom's website won't take my information. Next day, I receive a call from a marketing agent that assures me that he can get my order and installation facilitated. Order is placed and two technicians show up May 28 and determine that they don't have the needed equipment to do my install, AGAIN. Write up a "ticket" to have my install rescheduled. AGAIN, no follow up. Since my scheduled install date of May 28, some idiot in the company shut down my residential landline phone service that I have had with the company for over 30 years. I make another futile call to the *********************** to get my phone service restored. Agent says she will write up another "ticket" and will request priority to get my phone service restored. Four days later and still nothing from the company.

  Business Response

  Date: 06/02/2025

  Hawaiian Telcom Customer Relations reached out to the complainant on June 2, 2025, to extend an apology for the inconveniences experienced. We confirmed that the landline service was fully restored on June 2, 2025. Additionally, a credit adjustment in the amount of $13.79 was applied to account for the six days of phone service interruption. The complainant was advised that the previous order needed to be canceled, and a new order, #C191I73, was placed and scheduled for installation on June 6, 2025. Furthermore, we assured the complainant that we are coordinating with the appropriate personnel to ensure the technician has access to the necessary bucket truck required to complete the installation. The complainant has been provided with our contact number should any further questions arise.