ComplaintsforHawaiian Telcom Communications, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called to cancel my internet services with Hawaiian Telcom on 8/1/2024. The representative told me they could not cancel due to technical issues on their end, however they would send a request to their account specialists to process the cancellation. I followed up the following week, on 8/5/2024 and spoke to another representative who gave me the same excuse but promised that they would back date the cancellation to 8/1 when I initially called for final billing purposes. She also said she was emailing an account specialist since she couldnt find the button to press to cancel my services. I requested that everything she stated be sent to me in an email so I have these promises writing and she said she would. That email was never sent. I called a 3rd time on 8/12/2024 having not received an email and noticing that my account still shows active in their app. I spoke to a gentleman named ***** who also told me that he can not cancel due to technical issues but that he would be emailing their account specialist to process the request. He explained that I didnt receive an email because there was no button in my account on their end that allowed them to email me. He assured me that within the next 2-3 days my account would be cancelled and the billing backdated. I noticed at this time that my app also showed a second service address for a home I dont own. ***** stated he would have the account specialists look into it. Its now 8/23/2024 Ive called a 4th time because my internet service still shows as active and now the service has been placed under that mysterious second address that, again, is a home I dont own. For the 4th time Im being told that they can not process the cancellation because of an issue on their end. My bill now shows an additional months charge under a service address I never requested internet at. They have no answers as to why a second address is showing. I just want this resolved so I can pay my last bill and never work with them again

  Business response

  08/27/2024

  Hawaiian Telcom Customer Relations contacted the complainant on August 26, 2024, to apologize for the delay in processing a disconnection order for his account. We explained that a conflict on the account is preventing us from issuing the order. Once the conflict is resolved, we will follow up with the complainant to confirm the disconnection. The complainant understands that he will not be responsible for charges for services billed after August 1, 2024, and can expect to receive a refund check for any credit balance once the account is closed. Credit adjustments totaling $182.05, which include $110.62 for the **************** charges from the invoices dated July 19, 2024, and August 19, 2024, and $71.43 for the gateway fees from the invoices dated March 19, 2024, through August 19, 2024, will be reflected on the invoice dated September 19, 2024. He has our contact information in case he has any questions.

  Customer response

  08/27/2024

   
  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.
  

  I would like it to be noted that I accept the resolution they are providing under the condition that they do, in fact, cancel my account in a timely fashion. Its been 26 days since I initially requested my account be cancelled. Thats 26 days they have known about this tech issue and 26 days that theyve failed to find some solution to cancelling my account. Until the account is in fact cancelled and charges removed, I dont consider this issue to be closed
  
  Sincerely,
  
  *******************

  Customer response

  09/04/2024

  Hello
  
  On Monday I received notification about my case having a resolution. Its now Friday and I have still yet to have any confirmation that my Hawaiian Telcom internet service has been cancelled. In fact it still shows active service at a residence I do not own and never asked for service at (***********************************************************). Yesterday I called the Hawaiian Telcom HR representative that contacted me on Monday (*****) regarding my complaint and she said she would call me back later that afternoon with confirmation this fraudulent service was cancelled. Ive yet to receive her call nor an email regarding the service being cancelled. I dont understand why this address is even on my file to begin with as it. It populated on my account only after requesting they cancel my internet so it appears rather than cancel it they simply moved it to a different property to continue to charge. Ive been dealing with this for a month now (since august 1). I would really love some help in getting an actual resolution to this - meaning they confirm I have no active service with them in writing.
  

  
  

  Customer response

  09/04/2024

  The representative from Hawaiian Telcom contacted me yesterday to confirm my account has officially been closed, finally. Thank you for your assistance! Without your involvement Id likely still be dealing with this issue.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was approved for the Kokua internet discount program in May. As of August 15th the discount still has not been applied to my account. I have called Hawaiian Telecom NUMEROUS times and have gotten various excuses from our system is down to someone from our back office team will get back to you as excuses. I have asked to speak to supervisors who also say they are unable to assist me. I have asked that someone who is ****** based call me and this has not happened either. Its completely unacceptable that a company would treat a customer this way.

  Business response

  08/21/2024

  Hawaiian Telcom Customer Relations contacted the complainant on August 16, 2024, to apologize for her experience and to explain the delay in processing Internet Kokua discounts was caused by a system glitch. As of August 21, 2024, the system glitch was resolved,and steps were taken to apply Internet Kokua discounts to her account. The invoice dated September 10, 2024, will reflect credit adjustments totaling $427.30 for late fees and Internet Kokua discounts effective March 31, 2024,and properly discounted services.

  Customer response

  08/22/2024

   
  Complaint: 22151290
  
  I am rejecting this response because:

  Although this does satisfy the complaint, my main concern in addition to the discount being added to my account is the completely unacceptable service.  The final reason Hawaiian Telecom gave for the MONTHS long delay was due to a system outage yet the lack of communication provided to me as a customer was severely lacking.  Trying to get updates on my case, calling over and over again, getting transferred to different agents without clear answers, while the bills just kept adding up was extremely time consuming and very very stressful.  I want to be assured that something is being done to improve customer service and communication in the future.  This was never specifically addressed.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been trying to get service from Hawaiian Telcom since I moved to the island. Ive had nothing but problems from the website to customer service. The problems are too numerous to even list. I thought as with most companies if I posted a complaint to the BBB, my problem would be resolved. Only to find out this company has an F RATING and doesnt even bother to respond to complaints. So unless I get a response from someone willing to take this installation request personally (so I dont have to deal with the incompetence over the phone anymore), Ill leave this complaint on file along with the other ones. Ill be sticking with Specrum until these guys put some effort into their customer service

  Business response

  08/09/2024

  Hawaiian Telcom Customer Relations spoke with the complainant on August 9, 2024, to apologize for his experience, and to assist him with his request. A referral was submitted for a representative to contact him, to assist in setting up an appointment for his installation. He has our contact information should he have any questions.

  Customer response

  08/10/2024

   
  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,
  
  ***************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was on a promotional discount plan for internet; actually I had been on one and then changed to another, but both discounted to a very affordable plan for an unemployed kupuna. I received word that the plan I was on was going to change, so I went to Hawaiiantel's website to study the options. I submitted the info (however, customer service *** said I didn't). When I saw the next month's higher charge - from approx. $19 to $80 - I went on the website to message, explain, question. I didn't get a reply; I think I submitted either 5 or 6 times; received 2 email replies to say that they would get back to me within 2 days. I did not rcv replies. I tried calling 2 or 3 times, 3 times I think, and was put on hold for a long time; one time was 39 minutes. I received their bill for $80 and I submitted another msg on their site, asking for a response in writing. Yesterday I called again, although I was very stressed out about this. I watched my clock tick while I was on hold. ***************** ***, came on line and took charge of asking me her list of questions; I told her that I'd like to explain the background for my call and I would provide info. Her tone was rude, she implied that I was lying, pushed to ask what numbers I called, and I could go into ******'s website to find the information. I pushed back asking her if her job was CUSTOMER SUPPORT; and why did I have to re-submit for what I'd been getting for a discounted price for years. How could she surmise that my income had risen or that I got younger... or what. She was rude. When I asked her how she could help me, she reiterated that I could go into the website. So, I was stuck. A'ole!

  Business response

  07/05/2024

  Hawaiian Telcom Customer Relations left a voice message for the complainant on July 5, 2024, at 11:13AM, to apologize for their experience. We would like to offer new promotional discounts since the Government stopped funding for the Affordable Connectivity Program and other promotional discounts expired on May 1, 2024. Monthly invoices detail promotional discount amounts and expiration dates (page 3) and notifications that promotional discounts will be expiring (page 1, Invoice Date April 22, 2024).

  Customer response

  07/17/2024

  Thank you for your follow up. Yes, I want to continue or re-open this complaint. Regrettably while waiting for a continued email or phone call from their side, I forgot about the 7-day timing for me to get back to BBB.
  This issue has not been resolved. ***************** had contacted me and we did discuss remedy and options, which made me hopeful but she said that she had to pass me over to a customer support person to handle my choice of promotional product. The problem escalated with that person, *****************. Hawaiiantel really needs to train their customer support employees better. ***************** spoke at me, tried to tell me which up-sell plan I should take, and mostly she really didnt listen to me. I asked her for a written summary of our phone call and there was insufficient information for me to make a decision, so I replied back with my 1st, 2nd, 3rd choice dependent on clarification of the details which I asked clarification for. Yesterday, July 12, I finally received a call from her. She seemed scattered and not really helpful to answer my questions in the email. She escalated the discussion to impress upon me that I was late in my bill payment (during this issue) and I need to pay NOW.
  Hawaiiantel was fairly recently bought by Cincinnati Bell. Their operations are scattered from the **********, ******, ***********, and probably on a broader scale than Im aware of. Customers, like me, want better business instead of the run-around trying to get clear product and services. I have been with HawaiianTel for decades! I told them that I want to stay with HawaiianTel. But it seems like they dont.
  I appreciate the interconnection assistance of BBB. If I need to leave HawaiianTel, at least I tried to correct a problem before so.
  *********************
  

  
  

  Customer response

  07/23/2024

  I find that my email accounts associated with Hawaiiantel are currently malfunctioning! I just discovered this failure today, now, July 22. 
   I dont know if you or Hawaiiantel have sent me any emails recently.
  I had planned to terminate my account with them because of the terrible business customer service and last week I had written in to the tech support that I could not access my 2 email accounts. The support said it was corrected- but I responded again that no it was not corrected.   Now, it is worse and my services are MALFUNCTIONING. 

  Business response

  07/29/2024

  Hawaiian Telcom Customer Relations made attempts to contact the complainant by phone to further assist her with her concerns, but only reached her voicemail. The complainant conveyed via email that she would like to terminate her account effective Friday, July 26, 2024. Order# O016J5 was issued on Friday, July 26, 2024, per her request to disconnect service. Credits, adjustments, and final balance for services provided through July 26, 2024, will be reflected on her invoice dated August 22, 2024.

  Customer response

  07/31/2024

   
  Complaint: 21941190
  
  I am rejecting this response because:

  They took so long to respond; my time and waiting and talking/writing to various Hawtel staff who were inconsistent and, frankly, incompetent towards my case and effort to resolve. Their efforts were totally to get me to pay and then they increased the unknown fees and interest on the late fees (late because of their errors). 
  ************ did not address my initial complaint. She primarily stood firm on their policies (union requirements and audits) instead of a fair attempt to resolve. The staff that I spoke with even countered D ***** recommendation for my initial option of the Kokua plan. I submitted my paperwork for the Kokua Plan; no response from Hawtel. 
  I have gone to many online review websites I reviewed and joined in with the many complaints from previous Hawtel clients who expressed almost exact complaints as I bring to this case horrible services and increased fees and rude incompetence. I tried to tell ****** that she should be glad to know about the horrible business practices of the staff and business practices so that they can fix it. Look at the reviews, and show your superiors and your employees honor up to your failures.
  My business background for years has been as a business consultant, strategic planning, and I am trained as a mediator and negotiator. Ive been contracted by the State of ****** and for many large Hawaii corporations I know bad business practices! 
  I realize that most people are experiencing a lot of stress, and Id hope that a Hawaii business operation like Hawaiiantel would do better for their employees and customers. This case I bring should be a wake up and a premise to DO BETTER. Pay the price instead of insulting the people of ****** that pay your salaries. As you know I have submitted a partial payment; Im not opposed to paying fair fees for the service, but I paid only partial now to give the mega business time to consider a fair better business settlement. Honor.

  
  Sincerely,
  
  *********************

  Customer response

  08/15/2024

  $258.61
  
  *******, the stress of this matter is damaging to my health so I went to their website to my account to pay the bill and paid the full amount shown. It took me 2 times to pay the full amount and it showed (and just now I checked again, $0 owed). But I received another email that I owe $258.61 and that I am required to print a ***** form, box something of theirs (which I dont know what it is and I had previously told ***************** that they brought things here and I made no commitment to return it although I dont want their stuff and someone should come to pick up, especially if theyre wanting to charge me more & more). They charge me, and I should be charging them for my time & holding whatever equipment safe in my residence. At this point it seems like they keep charging me on & on. I paid more than what I agreed to during the services requested. 
  Harassment now! 
  
  *********************
  

  
  

  Business response

  08/21/2024

  Hawaiian Telcom Customer Relations reached out to the complainant via email, to explain that the invoice dated August 22, 2024 will reflect the payments she made, credit adjustments honoring the promotional rate that were issued or processed after July 22, 2024, and the final balance. She can also expect to receive a refund by October 3, 2024, for services terminated on July 26, 2024. She agreed to have a technician pick up the internet equipment on Friday, August 23, 2024.

  Customer response

  09/03/2024

  *******,
  
  Ok Ill trust you! Could you confirm from them to you that they will indeed refund $209.42 after they pickup, and when and that they will commit to the refund of $209.42. Modem. Please. 
  If it is indeed true, I will say this Thursday at 9am-9:30am.
  Please let me know your thoughts, and theirs.
  

  
  

  Business response

  09/05/2024

  Hawaiian Telcom has scheduled a technician to pick up the complainant's Company-provided equipment on Thursday, September 5, 2024, between 9:00 am and 9:30 am as she requested. Upon receipt of the Company-provided equipment, as long as it is in working condition, a credit will be applied to her account. Credit Adjustments will be reflected on the invoice dated September 22, 2024. A refund will be issued for any credit balance reflected on the September 22, 2024, invoice. It takes approximately 4-6 weeks to process and mail the refund.

  Customer response

  09/05/2024

   
  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,
  
  *********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/15/24, I've contacted Hawaiian Telcom regarding intermittent disconnection to my internet service and no working telephone line service. Issue was not resolved at that time. Ticket#******* was assigned. Tech was dispatched on 5/17/24, but was unable to resolve issue, but provided a temporary fix. Tech informed me that they will continue to resolve the matter and will send another tech on 5/20/24. I've waited all day from 8am to 5pm on 5/20/24 as requested, but no tech showed. I called both tech and customer service on 5/20/24 to inquire, but unable to provide status. I called on 5/21/24, 5/22/24, and 5/31/24 and they were unable to provide status. Called on 6/11/24, but unable to provide status. Service Rep ******** to dispatch a tech for 6/17/24. On 6/17/24, I've waited all day for tech - no show. Called on 6/17/24 to inquire regarding tech no show, service rep was unable to provide explanation. I requested for a supervisor to contact me, but no one had reached out. Called on 6/18/24, service rep is unable to provide status. Needless to say, I've made many attempts and have been patient with Hawaiian Telcom in resolving the issue. However, it's been more than 30 days and no one is able to provide me a status and issue has not been resolved. I'm currently without an internet connection from Hawaiian Telcom.

  Business response

  06/21/2024

  Hawaiian Telcom Customer Relations spoke with the complainant on June 20, 2024, and apologized for his experience. The complainant agreed to have a technician visit on Monday, June 24, 2024, to assist in resolving issues with his internet and home phone service. He has our contact information if he has any questions or need further assistance.

  Customer response

  06/26/2024

   
  Complaint: 21870771
  
  I am rejecting this response because:
  

  The issue is still not solved.  The technician that came on 6/24/24 stated the exact same thing as the tech that came on 5/17/24.  A reliable internet connection is still not established.  In addition, I have not been offered any refunds the faulty connection or compensation for my time wasted.

  
  Sincerely,
  
  ******************

  Business response

  07/10/2024

  Hawaiian Telcom spoke with the complainant on July 8, 2024, and he informed us that he will be able to confirm that services are working properly on July 15, 2024. Credit adjustments totaling $71.99 have been issued for Case ID *******, for the period from May 15th to June 19th and additional out of service credits will be applied for Case ID ******* from June 20th once we confirm with the complainant that service is working properly. The complainant has our contact information to continue communication.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not receive my phone book this year. I did not receive my phone book last year. The most recent phone book I have expired in May 2023. The phone company's method of delivering phone books *****. Do companies who advertise in the yellow pages know that only a fraction of the phone company's customers receive phone books?I tried to sign on to my hawaiiantel account to report the problem. I couldn't find my username and password. So I got my username emailed to me, and reset my password. I was still denied access to my account. The error message said the username and password didn't match their records. Also, the website does something weird to the username I entered it changes it to proxy.something.

  Business response

  06/18/2024

  Hawaiian Telcom Customer Relations spoke with the complainant on June 18, 2024, to apologize for her experience, and to provide her the phone number that she can contact to order a phonebook. She has our contact information should she need further assistance.

  Customer response

  06/20/2024

   
  Complaint: 21864343
  
  I am rejecting this response because:it should not be such a hassle to get a phone book, which is generally recognized as part of the benefits of having a landline. I contacted the company which ****** has outsourced the delivery of phone books to and they agreed to send me one which I should get by July. However, they should have sent me one in ***, so I have been without a phone book for at least a month. Why couldn't they have sent me one in ***? Why do I have to file a BBB complaint to get a phone book?  In the last 10 years I have gotten only one phone book in *** voluntarily produced by ******. It was sent to me in the mail and I was hopeful that ****** had turned over a new leaf and was responsibly delivering phone books in a way that its customers had a reasonable chance of getting them. But no, they have apparently returned to their previous practice of dropping them off at the end of driveways a few inches from the road where thieves and people with cell phones pick them up before landline customers ever get them.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I called on 4/15/24 and got a confirmation order for a set amount that would last for one year. Today I received a bill for higher amount. I've been on the phone with them for hours and days and this happens every year. In fact, I live in near dread each month wondering if the bill will change yet again. They do not honor their agreements (I received the order and details in writing and they still did not honor it) until I call and insist that they honor the contract. I'm elderly and it's very stressful and I wonder how others who may not have the stamina or ability to check their contract might fare. Hawaiian Telcom needs to be held accountable. This happens every year, and like I said, sometimes every month -- I have to call them to get it straightened out.

  Business response

  06/18/2024

  Hawaiian Telcom Customer Relations spoke with the complainant on June 17, 2024, to apologize for her experience. To resolve this complaint, Order C116B80 was issued to apply a new 1-year promotional rate. We will follow up on her next invoice to ensure that she is billed correctly. She has our contact information should she have any questions or further assistance.

  Customer response

  06/18/2024

   
  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.So long as they do follow up to ensure that the billing remains correct going forward.  Thank you for your assistance.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************* and internet have been constantly out of service for me. There have been months that I have been without phone or internet services. Calls for repairs are problematic. Last call I was on hold for 40 minutes in addition to having to deal with representatives in a foreign country. Today I tried to cancel my internet services. I have been paying $79.44 for telephone and internet. I will now be charged $70.00 for phone service only. Representative made it difficult and said I was previously paying for bundled services. She also made it difficult by insisting Hawaiian Tel now has fiberoptic services and I should not cancel my services. I have been a customer since 1983 and it is sad that ********************** has deteriorated in their services. I would love to continue with Hawaiian Telcom but believe that the price is too high for phone service.

  Business response

  05/14/2024

  Hawaiian Telcom Customer Relations contacted the complainant on May 14, 2024, to apologize for her experience. To resolve this complaint, Order C109G45 was issued to apply a new 3-year promotional rate effective on May 15, 2024. This change will be reflected on her invoice dated May 16, 2024. She has our contact information should she have any questions or need further assistance.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hawaiian Telcom is sending people door to door and one of their representatives trespassed on my property despite multiple no trespassing signs posted

  Business response

  05/03/2024

  Hawaiian Telcom Customer Relations was unable to reach the complainant on May 1, 2024, and May 3, 2024, to obtain additional information. A voicemail message was left explaining that this matter has been referred to the appropriate team to ensure this does not happen again. I also provided our contact information should she have any questions.

  Customer response

  05/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is good enough
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for Hawaiian Telcom on 01/04/2024. The tech left and said it worked, only to find once they left it did not. So I had to have a tech come out, and due to my work schedule, it took until late February. My bill is a mess, with promised credits never being applied to my account, and each costumer service rep says something different. would like to receive the remaining 200 dollar gift cards advertised when I signed up (1 GB sign up was supposed to give 300, I only received 100). Just a few days ago, 03/26/2024, I agreed for one of the 100, to have the amount of one full month's bill (91 and change) be credited to my account. I just received the credit notice and it was for 71 dollars and change, not 91 and change. This is 20 dollars they withheld from the amount the phone manager promised was being credited to my account. Additionally, due to nearly 7 hours of phone time last month, an agent said they would credit me two month of service. I found out later they didn't do it and didn't even record it in my account's notes. So in total, Hawaiian Telcom has assured me that my account would be credited 91, plus two free months of service (which is 91 X 2 = 182). In total, I am still owed 202 dollars (182 + 20 = 202). I cannot find two agents or "managers" to tell me the same thing at Hawaiian Telcom. It feels like a total scam. I also had signed up for the 1 GB. I would call and they would say I only had the 800 GB, then say they changed it to the 1 GB. I'd call back to make sure the agent made the change and they'd tell me I had the 800 GB package. This has happened 3x now. I should be on the 1 GB plan for 3 years (was supposed to be 81/mo, but I've since agreed to 91/mo). Plus the 300 in gift cards for which I've only received 100 give card a and a 71 credit). Hawaiian Telcom gaslights their customers like I've rarely experienced before. I am not a legal expert but it feels like there is something criminal about how they manage customers, it is very shady.

  Business response

  04/01/2024

  Hawaiian Telcom left a voice message for the complainant on April 1, 2024, at 3:33 PM. When the complainant calls back, we will review and resolve this matter.

*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. ↩