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 3 locations, listed below.

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• 

  Hawaiian Telcom Communications, Inc.

  1177 Bishop St Ste 3 Honolulu, HI 96813-2808

• 

  Hawaiian Telcom Communications, Inc.

  PO Box 30770 Honolulu, HI 96820-0770

• 

  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:06/14/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/13/2024

  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.

  ************* 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

  Date: 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

  Date:05/01/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/30/2024

  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 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

  Date: 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.

• Initial Complaint

  Date:01/07/2024

  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.

  On November 16th, I got a new service for my internet through Hawaiian telcom.The advertised price was $29.99 a month for a Fioptics 100 which was a promotion for the entire 1 year. I also applied and transferred my conectivity program to Hawaiian tel since they also advertised that the users of Government Connectivity program will pay $0.I filled out all the required paperwork on November 16th, 2023 (all on the same day).My Connectivity program # was never connected to my acount. I contacted Hawaiian Tel a month later and spoke to similar person of Asian origin (woman with broken English) who assured me that my Fioptics 100 price will be as advertised for 1 year and that I will pay $0 on my next bill once they receive my Connectivity program sign up. I tried to explain to her I have already filled out all the paperwork and sent it by Electronic DOCUSIGN to Hawaiian Telcom a month ago, however, she just kept repeating the same thing over and over that my issue will be resolved.Nothing was resolved, and here I am now receiving my 3 rd bill with charges of $56.74 and previous bill also that was supposed to be $0 is $35.24.I would like to get that advertised 100 mbps service with $0 charge a month as promised during my sign up on November 16th, 2023 (they did receive my Connectivity program #) and apply all the credits to my account and issue a refund for all the money paid.Sincerely,***************************

  Business Response

  Date: 01/11/2024

  Hawaiian Telcom made attempts to contact the complainant by phone, however, they were not successful. To resolve this complaint, Order C084P99 was issued to apply ACP discounts to the account effective on November 16, 2023. The complainant can expect to see discounts and ****************** on their invoice dated January 19, ****. We apologize for the inconvenience.

• Initial Complaint

  Date:12/06/2023

  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.

  So when you go in online and order internet and tv with ****** telcom it clearly state you will get a ************************************ your cart when you order. I then called ****** telcom after and asking them, when i will get my gift card, then they tell me that i am not getting the giftcard **** card, because i didnt install the internet between january 15 2023 and another date, But how come it showed ** in my cart when i made the order online. That is false advertisement. They where nowhere on their page it say you have to have the internet installed between a certain date.

  Business Response

  Date: 12/06/2023

  Hawaiian Telcom Customer Relations tried calling the complainant on December 6, 2023, and reached a voice message stating the mailbox was full. As a result, an email was sent to apologize and inform the complainant that their order did qualify for the $300.00 gift card and they should have received the email on December 5, 2023, at 5:00 am, to direct them to the gift card selection website. Contact information was provided in email should the complainant have any questions or need further assistance.

• Initial Complaint

  Date:11/20/2023

  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.

  Until approximately a month ago, I was paying $20/month to Hawaiiantel for a land line and internet service after credits from federal programs which reduce my phone/internet bill. I called Hawaiian tel to get a new plan as my old plan was expiring. I was connected to someone whose English was difficult to understand. He said he put me on a plan for faster internet service at a lower cost. I agreed to that. Shortly thereafter I received my monthly bill, it was $100. I filed a BBB complaint. I was contacted by a Hawaiiantel employee who said I had been billed for a battery (which I never received). She removed that cost from my bill, which left a bill of $37, which she said was the monthly cost of the higher internet speed. I told her I never agreed to a higher montlly cost, so she reduced my internet speed and said my monthly bill would be $19. She said she couldn't reduce October's bill from $37 to $19 for the lower speed internet, but that I would receive a credit on November's bill so that I would only pay $19 for October.. Over my objection, BBB dismissed the complaint. I just received my November bill. Instead of a $19 credit for October I received a bill of $100. Since my monthly bill is $19, my bill for November should be approximately zero after the $19 credit for October

  Customer Answer

  Date: 11/20/2023

  Please close my BBB complaint. ******* has resolved my issue.

  Business Response

  Date: 11/20/2023

  Hawaiian Telcom Customer Relations contacted the complainant on 11/20/2023 and confirmed with her that the matter is resolved after ****************** were issued on 11/17/2023. She is ok and she has our contact information should she have further questions.

  Customer Answer

  Date: 11/20/2023

   
  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:11/08/2023

  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.

  Paid $32.89 a month for no phone service. They temporarily fixed my line by crossing wires which worked temporarily - possibly one day.Numerous phone calls with super long wait times. They cannot and will not fix my problem. Hawaiian Tel needs to replace a main cable coming into our building but REFUSES to do so for months/years??? Apparently everyone else switched over to Spectrum. I switched over but Hawaiian Tel is still charging me and COLLECTING money from me when i have NO active line with them. I was told today that I did not call to cancel. Why should I call when they are NOT providing a service. Every one else I know switched and did NOT do a separate call to deactivate...

  Customer Answer

  Date: 11/09/2023

  I'm not sure as this is our phone utility.

  Hawaiian Telcom

  1177 ***************.

  ********, **. 96813

  Www.hawaiiantel.com

  I need help with this complaint.

  Business Response

  Date: 11/28/2023

  Hawaiian Telcom Customer Relations contacted the complainant on November 28, 2023, to apologize for her experience and inform her that once her port out request is completed, her account will be closed, and she will receive a final bill. I also explained that ****************** for previous service interruptions will be reflected on the invoice dated December 28, 2023. She has our contact information should she have further questions.

  Customer Answer

  Date: 12/06/2023

  Thank you very much in helping me to address and resolve this complaint.

• Initial Complaint

  Date:11/06/2023

  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.

  Weve been without service for 4 days. Spoke with their representatives multiple times and have gotten 3 work orders and numerous promises for call backs which never happen. We have been subscribing to their services since **** and this is the worst weve ever experienced. Phone, internet, TV intermittently work.

  Business Response

  Date: 11/13/2023

  Hawaiian Telcom contacted the complainant on November 7, 2023, to apologize for his experience and he confirmed the Internet and TV service are working properly. To address home phone service issues, the complainant agreed to a technician visit on November 10, 2023. He has our contact information and understands to contact us if he needs further assistance.

  Customer Answer

  Date: 11/13/2023

   
  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:11/06/2023

  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 Telcom turned off my phone by mistake. I have been calling for a week and I can't get a resolution. I asked them to turn off an unused 2nd number and they turned off everything instead.I am a senior who needs this phone which I have had for over 50 years. ************ is poor in my area and everyone knows my land line number. Doctors, family etc . No one can contact **** need my phone!!They admit they made a mistake but so far they are unable to turn my phone on!!!

  Business Response

  Date: 11/13/2023

  Hawaiian Telcom Customer Relations contacted the complainant on November 6, 2023, to apologize for disconnecting the wrong home phone number on November 2, 2023, and confirm that an order was issued to have a technician re-install it on November 8, 2023. On November 8, 2023, we followed up with the complainant and she confirmed her home phone service was working properly. She has our contact information should she need further assistance.