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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/14/2025

  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.

  Have been Hawaiian Tel customer for at least two decades (Acc# ****************. Using their services for a landline and internet. My building *************** (*******************************) contracted for free wi-fi (Fiberoptics) to start October/ November last year.Consequently, decided to cancel all my services, as now will get wi-fi for free, and really dont need the landline. I called and requested this mid November and was told will get a refund. Still waiting for refund and Haw Tel has billed me ($106.37) in December, January and now February. It is on autopay and they now owe me a refund of over $400.00.Additionally, I had to reschedule for installation and called (2 times) as a courtesy. I rescheduled my (3rd time) installation to 01/28/2025 from 1-5pm. Waited and no show, no courtesy call or email. Called about day or two later and found out it was auto cancelled.I have been calling Haw Tels customer service number *************) and get routed to a call center. I estimate I have talked to them about five times, with the last three about my unresolved issues. They have been very kind and always say they will pass it up to be resolved. Never gets fixed.This past Monday (02/10/2025) i called around 10am and requested someone from ******** call me back. Got a call around 4:30pm that day and was told they would take care of my ********* resolution so far.

  Business Response

  Date: 03/13/2025

  Hawaiian Telcom Customer Relations apologizes for the complainant's experience. We attempted to contact him by phone but only reached his voicemail. According to company records, Order C166E18 was issued on February 18, 2025, to comply with the complainant's request to remove phone service and install fiber internet. The installation was successfully completed on February 24, 2025. A refund check for the credit balance of $319.02 was processed on February 20, 2025. Credit adjustments totaling $106.37 have been issued on the invoice dated February 22, 2025, and another refund check for the credit balance will be mailed to the complainant within ******************************************** case he has any questions.

  Customer Answer

  Date: 03/18/2025

  To: Better Business Bureau From: ******* **** Complaint No.: ******** Please be advised that my complaint with Hawaiian Telcom has been resolved to my satisfaction. I believe your involvement was ********* to its resolution. Many thanks and I request you close my case. Thank you again. 

  Customer Answer

  Date: 03/31/2025

  Please reopen Complaint No. ********. Previous issues with my Hawaiian Telcom account. # ***************. They were to cancel my landline and cancel my internet service. My building contracted free wifi for all the units so no need for me to pay for internet. Have two cell phones so no need landline anymore either. Tried to cancel back in November. Asked BBB for help. Well once BBB got involved they installed the wifi and sent a refund check. So I thought was resolved and requested BBB close the Complaint. Recently via auto pay they took out $106.37 again. Appears they did not cancel after all. Last Thursday the 27th I asked their overseas call center to have a Hawaii representative to call to discuss. No response yet. Please reopen my original complaint. Thank you.

  Business Response

  Date: 04/10/2025

  Hawaiian Telcom Customer Relations made multiple attempts to reach the complainant but was unsuccessful. The complainant's request to remove phone service and to upgrade to Fioptics 1Gig, was completed on February 24, 2025. Since the complainant's billing cycle is on the 22nd of each month, the change was not reflected yet when the invoice dated February 22, 2025 was prepared. As a result, automatic payment for $106.37 was processed on March 11, 2025. The payment was credited, and a refund check request was submitted on March 13, 2025. I confirmed that the refund check has been mailed to the complainant's mailing address on March 26, 2025. I left a voice message with my contact number if the complainant has any questions or need further assistance.

• Initial Complaint

  Date:02/07/2025

  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.

  Hawaiian Tel for the second month in a row has added services I did not order and put it on my land line bill. I get to speak with a call center in the Philippians to deal with someone who's English is hard to understand or they have trouble understanding me. I wish to file a complaint against them for deceptive business practices and fraud. This is a business line. Please contact me with any questions.

  Business Response

  Date: 02/17/2025

  Hawaiian Telcom Customer Relations contacted the complainant on February 10, 2025, to apologize for his experience, and to explain that promotional discounts expired in November 24, 2024. As a result, his monthly rate increased. Hawaiian Telcom is working on canceling a pending order to remove SecureRate Advantage MSL. Once the order is canceled, Hawaiian Telcom can assist the complainant with promotions. We gave our contact number to the complainant if he has any questions.

  Customer Answer

  Date: 02/24/2025

  This answer does not address their representative making up things and accusing me of calling them and ordering this extra service when I did not.  Now they have changed their story to say discounts have expired.
  It is not correct.  They offered me a big refund for their not being truthful but that is now pushed under the rug.
  
  They did call me and I told them to fix it and stop lying.  They offered the new story of discounts expiring and ignored the last story they told me.  I told them again to fix it and have not heard from them since.
  
  I am expecting a refund, a locked in consistent rate and an in writing apology.
  
  So for nothing.
  

  
  

   

  Business Response

  Date: 03/04/2025

  Hawaiian Telcom spoke with the complainant on February 28, 2025, and sent him an email on March 3, 2025, to explain that his bill increased because his three-year agreement has ended. As a result, promotional discounts expired. Order C3G7305 was issued to comply with complainant's request to remove the Secure Rate Plan, and the new monthly rate is $68.95. Credit adjustments totaling $89.17 were applied to Secure Rate Plan charges on the invoices dated October 25, 2024 and November 25, 2024. This credit adjustment was reflected on the invoice dated December 25, 2024. Additional credit adjustments totaling $28.25 were issued on February 28, 2025, and will be reflected on the invoice dated March 25, 2025. The complainant was given options on whether he would like to continue his service on a month-to-month basis or start a new three-year agreement. He has our contact info if he has any questions.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair 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 cancelled my account with Hawaiian Telcom in July. I returned all the requested equipment and have dated receipts indicating that I returned the modem on 8/30/24 and the ONT on 7/1/24. I just received a bill indicating that my account has been sent to collection for $182.26. I have returned all the equipment and I paid my regular last month bill. I'm not sure why I'm being charged this amount and why it is being sent to collections.

  Business Response

  Date: 12/27/2024

  Hawaiian Telcom Customer Relations left a voicemail message for the complainant on December 27, 2024, apologizing for his experience and providing our contact information should he need further assistance. To resolve this complaint, the unreturned equipment charge of $209.42 was credited, resulting in a credit balance of $27.16. A refund check will be mailed to the complainant within 4-6 weeks.

  Customer Answer

  Date: 12/27/2024

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/23/2024

  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 have a hosted email account that goes back to the 1990s. It was originally via Interlink Hawaii, which was bought by ***************** and then Hawaiian Tel. Somehow it has become a Business Account (I never established it as such) and Hawaiian Tel has been charging me $5.24 a month for YEARS but providing no service, no access to the service, and no way for me to cancel it. I have contacted them via chat, email (****************************************************************), and phone *************). Their Business call center (overseas) put me through a long process of verification including having me send pics of my bill, **, and me with the ** and then referred me to Wavecom *************), saying they could not cancel the service that they have billed me for monthly for YEARS. ******* does not exist; it simply goes to a full voicemail and disconnects. I have NO WAY TO CANCEL A NON-EXISTENT 'BUSINESS' SERVICE THAT HAWAIIANTEL NONETHELESS CHARGES ME FOR EVERY MONTH. I HAVE BEEN BILLED GOING BACK TO AT LEAST 2017 FOR THIS AT $5.24 a month, so want to be refunded that money and have the account actually canceled. There is no way this sort of behavior can be legal.

  Business Response

  Date: 12/24/2024

  Hawaiian Telcom Customer Relations spoke with the complainant on December 23, 2024 and apologized for his experience. He understands that his concern will be escalated to the appropriate team and that we will follow up with him on Friday, December 27, 2024. 

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22724966
  
  I am rejecting this response because I have yet to get any real, tangible response.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/24/2025

  Hawaiian Telcom complied with the complainant's request to disconnect the account effective November *******. Since there were no records prior November 2024 of complainant contacting us to request to terminate service, we are unable to refund previous charges.Hawaiian Telcom Customer Relations made multiple attempts to contact the complainant by phone to explain this but only reached his voicemail.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22724966
  
  I am rejecting this response because:  They have no record of my attempts to cancel because there WAS no option to do so.  The number provided for 'Wavecom' led to a full voicemail that simply disconnected.  Other attempts led me to being transferred to various people who couldn't help only to end up at the full voicemail and disconnect again.  They are not owning their part here.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  The nature of the dispute is deceptive billing practice, false advertising. When switching service from Spectrum to Hawaiian TelCom, part of the advertised package was $40 ************ when bundled with Fioptics, which we did. The order was placed on or around August 5th, 2024. I have a screen shot with the date and time of August 25, 2024 at 8:08am proving the advertised price of $40/month. My monthly bill continues to show a TV charge of $50 (masked as $101.99-$51.00). Every month I am overcharged $10. My attempts at resolution have included calling the customer service number (that's a joke) as well as contacting my local representative with every bill. I had been reassured I was right and it was getting fixed, but I have not seen a resolution and did not receive a response from my last inquiry as to the status of a refund and corrected billing moving forward. My desired outcome is to be repaid the $30 (as of December 2024) I have overpaid and to be charged the advertised price ($40) for ************ for the duration of my contract.

  Business Response

  Date: 12/13/2024

  Hawaiian Telcom Customer Relations left a voice message for the complainant to apologize for her experience and let her know the error is being corrected and agents are being coached. She can expect to see corrections and credit adjustments in one to two billing cycles. 

  Customer Answer

  Date: 12/13/2024

   
  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. Thank you for quickly addressing the complaint, acknowledging and stating that the error will be corrected. Besides this billing issue, I have been very happy with the product offered by Hawaiian TelCom. I'm looking forward to the billing resolution (understanding that it may take a cycle or two). Thank you.
  
  Sincerely,
  
  *** *****

  Customer Answer

  Date: 01/29/2025

  This is a follow up to my previous complaint. Previously, I was being billed $50/month for a service that is $40 per month. The response and resolution from the original complaint was fast and I received the $30 credit I was owed. Problem is - on the invoice where the credit appeared (Jan '25) and now on the following invoice (Feb '25) the original billing problem was not corrected. I am respectfully requesting a credit of $10 per month for as many months as this continues (currently 2). I am also requesting that the billing problem is resolved and future bills charge $40 per month for the advantage plan, as agreed, and not $50. Attaching a screen shot of the $50 charge from my invoice. It shows up as $101.99-$51.99.

  Billing adjustment; Refund
  

  
  

  Business Response

  Date: 02/06/2025

  Hawaiian Telcom Customer Relations contacted the complainant on February 4, 2025, to apologize and to let her know that credit adjustments has been made for invoices dated December 13, 2024 and January 13, 2025. The complainant understands that we will follow up on her next invoice dated February 13, 2025 to ensure that the monthly rate for TV service is correct.

  Customer Answer

  Date: 02/06/2025

   
  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 - assuming they follow through and future bills are corrected.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:11/26/2024

  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 want my number ported to my cell phone provider but they will not complete the porting process.

  Business Response

  Date: 11/27/2024

  Hawaiian Telcom informed the complainant via email on November 20, 2024, that his phone number was ready to be ported to his new provider on the date they requested, which was November 20, 2024. On November 21, 2024, Hawaiian Telcom was informed that his new provider did not activate his phone number in their system, which resulted in his port request being canceled. If the complainant is still interested in porting his phone number to another provider, he needs to submit a new port out request with the provider of his choice. Hawaiian Telcom will comply with the port out request for his phone number upon receipt.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22606069
  
  I am rejecting this response because:
  Boost mobile has been trying to receive the correct "transfer pin" to complete my port request. Many many Hawaiian Tel agents have been providing incorrect transfer pins to boost mobile. I have witnessed this at least a dozen times while being on the calls with boost mobile and Hawaiian Tel. First, Hawaiian Tel stated they don't require transfer pins, then they said it was four 0's, then the last 4 of my SSN, then the last 4 digits of my Hawaiian Tel account #...

  Then something very revealing occurred. An agent with Hawaiian Tel stated to ************ Agent named "******" that Hawaiian Tel doesn't want to port my number away from Hawaiian Tel, and that they don't have to do or nor will do it.

  Currently the legal department at ************ is attempting to communicate with the legal department at Hawaiian Tel.

  I have also created a case with the *** because this is a blatant violation of the 1996 Number Portability Act.

  I have subsequently been in communication with a Corporate Law firm here in ****** to further escalate this issue with the proper authorities. 

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

  Business Response

  Date: 12/06/2024

  Hawaiian Telcom Customer Relations spoke with the complainant, who confirmed his port request was completed. Hawaiian Telcom complied with the port out requests received from his new provider and was able to complete the port request once required information provided was correct and his new provider activated his telephone number on November 29, 2024.

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair 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.

  We ordered from Hawaiian telecom, FIOS, because it was in our area. They gave us an install date of the 8th, between 8 and 11. My wife called at noon and was assured they would be there after lunch. I called at 3:30 and was told the order had an error on it and "I" had to reschedule. Thursday morning, our land line goes out. Called repair and said there was an outage. mmmmm Called Friday afternoon and was told it was not an outage, it was a problem with my internal wiring. They said someone would come Weds. the 13th between "8&5" mmmm 8 hour window now. The repairman showed up at noon and said: Oh they cut all the cable out and we cannot reconnect you to the cable. But we will come out on the 22nd and put in ****. They called Saturday and said well, we cannot install it on the 22nd and because there is no more fiber!!!!! I asked well, when? "WE DO NOT KNOW" Not a very competent company.

  Business Response

  Date: 11/27/2024

  Hawaiian Telcom (Company) left a voicemail message for the complainant on November 26, 2024, apologizing for his experience and providing our contact information should he need further assistance. Company records indicate that the issue delaying Order# C145S34 has been resolved. On November 25, 2024, the complainant was contacted to reschedule the fiber migration. However, the complainant shared he was not ready to proceed and requested a callback in a couple of days. The complainant called on November 27, 2024 and shared they will switch providers.

  Customer Answer

  Date: 11/27/2024

   
  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.
  they were not really interested in my saga, so, after they had lied to me twice and only contacted me because of the BBB, I felt they were no longer a reputable company to do business with
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/12/2024

  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 have been attempting to cancel my service since 5/31/2024 due to no longer living at the address of service. I have been monthly been charged approximately $66 per month since that time. The last communication I have received from them inquired as to when I would like to cancel the service to which I respondent as soon as possible. They messaged me on 6/19/2024 and I responded on 6/27/2024. I followed up again on 7/31/2024 and on 8/27/2024 with no response received and they have continued to bill me.

  Business Response

  Date: 11/22/2024

  Hawaiian Telcom Customer Relations made attempts to contact the complainant by phone to ask for an updated mailing address but only reached his voicemail. We left the complainant a voice message with our contact information. Order# O019B08 was issued on Wednesday, November 20, 2024, with an effective date May 31, 2024,per his request to disconnect service. Credits for charges after May 31, 2024 will be reflected on the invoice dated December 13, 2024.

• Initial Complaint

  Date:10/25/2024

  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 telephone and internet service with Hawaiian Telcom over a month ****** that time I was told they will be sending me a return label to return the modem.I waited two weeks and called again.They said they will be sure to send it.After a few more weeks I called yet again and asked to speak to a supervisor.She assured me I would receive the label.I asked for the address where I could mail it back to them since I now reside on the ***********The supervisor would not give it to ****** I am getting billed $209.42 for the modem.All I want is a return label or the address where I can mail the modem back to them and to cancel the $209.42 bill.Thank you.

  Business Response

  Date: 10/29/2024

  Hawaiian Telcom Customer Relations spoke with the complainant on October 28, 2024, to apologize for his experience. To resolve this complaint, we will work with him on returning Hawaiian Telcom's equipment and apply credits upon receipt. He has our contact information should he have any questions.

• Initial Complaint

  Date:09/22/2024

  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.

  My grandmothers land line has been out for over year waiting to be transferred to fiber optic cables. It was said that Hawaiiantel could not complete the conversion because there was a problem with her conduit. We were then told to replace it ourselves. This was in 2023. Now fast forward to September 3rd 2024, Hawaiiantel sends out dispatch workers to convert and they are working on the conduit. With their work they end up knocking out our spectrum lines and leave it a mess, leaving my grandmother without tv and internet. When called to fix the problem we were told there is nothing they can do but escalate the complaint within the system. After filing a complaint I was called on September 6 to figure out what was the next step, they then told me they would call back the following Friday to work it out. They have yet to call me back and help the situation it is now September 22. My grandmother is still without a landline and Hawaiiantel dispatch had told us they would fix the conduit which either the first time when told we ourselves had to fix was a lie or now. Either way it is very unprofessional and we are very frustrated.

  Business Response

  Date: 09/25/2024

  Hawaiian Telcom Customer Relations spoke with the complainant on September 6, 2024, to apologize for their experience and find out what account the complaint was about. He was informed that I would follow up on status of repairs. On September 23rd and 24th, a voice message was left for the complainant to explain that he will be contacted by our contractor to schedule an appointment next week to clear their blocked conduit. The complainant has our contact information should he have any questions.