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.

  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:12/21/2022

  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.

  Hawaiian Tel advertises and sells 1 GB Fi-Optics internet service at my residential address. Based on their advertisement, I subscribed to their 1 GB offer on 10/25/22. I quickly noticed that the service was slower than expected, and I was only getting half of the speed I subscribed and paid for. I opened an online support ticket on 12/05/22. No response. I eventually contacted the support team by phone, and a technician was dispatched to my residence. The technician confirmed the low-speed issue and explained that Hawaiian Tel cannot deliver 1 GB to my address and neighborhood (!) and that it is a known issue (!). I contacted Hawaiian Tel by phone again, and they stated that they cannot adjust their billing for now. I ask Hawaiian Tel to either deliver the advertised 1 GB or to refund me and cancel the service. Thank you to the BBB for your assistance.

  Business Response

  Date: 12/23/2022

  I spoke with the complainant and let him know that our teams are working on identifying and resolving the issue. I provided him with my contact information and let him know I will provide updates once I better understand plans toward resolution.

  Customer Answer

  Date: 12/28/2022

  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 with your assistance with solving this issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/29/2022

  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 6/20/2022, I scheduled an Internet/TV installation for 6/24/2022. Later that day, I contacted the sales person who I spoke to and cancelled the install after speaking to my spouse. He agreed to cancel. No installation ever happened on 6/24/2022 or any other time. Since then, I have been receiving bills from Hawaiian Telcom that have now ballooned to over $1,800. I have made at least 4 calls to them and spoken to their agents who have all verified that no service has been established and no equipment was installed. I was told by all of them that I would receive a final invoice showing zero balance. That has not happened. I called again today, and was told that the balance would be cancelled and the matter would be referred up--the same thing I've always been told before. I'm done waiting. Please help me get this resolved. Thank you

  Business Response

  Date: 11/01/2022

  Customer Relations just sent an apology email to the complainant and explained that all billed charges have been credited and that the invoice dated November 19, 2022, will reflect a zero balance. Also, advised the complainant that his credit will not be negatively impacted. My contact information was provided in the email should there be any other concerns.

• Initial Complaint

  Date:10/01/2022

  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 had fiber internet service provided through Hawaiian Telecom for a few years. The fiber connection came into my house and connected to a small plastic modem, and then I provided my own router ******* mesh multi-point unit). At the point of install I declined a Hawaiian telcom router.This summer my wife (active duty military) was relocated to *******. So I cancelled my account. Hawaiian Telecom said they would mail a box to collect the modem. It never arrived. So I drove down to the office in ******** and turned the modem back in. The man working at the counter said I didn't need a receipt because they don't even track the small grey fiber boxes. I pressed him for some kind of confirmation that I turned in the equipment but he refused saying he couldn't because they don't even track them.As expected, a month later I received a bill from Hawaiian Telecom for "unreturned equipment". I called to dispute it, waiting on hold for ninety minutes, and finally was connected. The person I connected to refused to discuss my account as I didn't have the proper pin code, and the only way to prove my account was to mail me a code. I expressed my frustration as I was not trying to add any kind of additional services, but rather get an erroneous charge removed from a closed account. Even with escalation to another level of service they refused to discuss my account. I asked to be mailed the code then. I have not yet received a mailed code and I'm receiving a notice saying they are sending me to collections. I've tried calling but given their long hold times I've not been able to connect in time I've had available.I'm beyond frustrated and just want this erroneous charge removed for some modem they never even installed removed. I am worried they will send this bill to collections. Thank you.

  Business Response

  Date: 10/04/2022

  I just called and emailed the complainant to apologize and advise that credit adjustments have been issued and a refund check for the credit balance will be mailed to the address provided on this complaint. My contact information was provided in my voice message as well as on my email message should the complainant need further assistance.

  Customer Answer

  Date: 10/04/2022

  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 appreciate their quick response and solution to the problem!

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

• Initial Complaint

  Date:09/28/2022

  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 cancelled my internet/cable services 7/22/2022 and returned all equipment on 7/24/2022 to the ******* location, have receipt to show for it. I'm still receiving bills and should not have made the August payment (but did), as representative said I would be showing delinquent and reported to credit bureau. I'm still receiving a monthly bill and now showing delinquent for September, with October bill due as well (upcoming). They say my account is closed yet still get a monthly bill for services I no longer have and can't seem to correct it...? I am requesting refund of the August payment that I should not have had to pay and also for the billing to stop. I receive both paper bills and emails monthly about my delinquent account and am feeling harassed. I call in every 2-3 weeks and spend 1 hour on the phone at a time to hear different excuses and always talk to the same Supervisor (***) who is very condescending and telling me he/she will fix it but it's the same story every month. I've also filed complaint with local news and contemplating contacting an attorney at this time.

  Business Response

  Date: 09/28/2022

  I spoke with the complainant and apologized for her experience. Confirmed for her that account has been disconnected, credits issued effective 7/26/2022, and refund request for credit balance has been made. Invoice dated 10/7/2022, will reflect credits. She has my contact information if she needs further assistance.

• Initial Complaint

  Date:09/24/2022

  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.

  Hawai?i Telecom has been extremely difficult to work with and offers little transparency into its charges for services. I?ve made calls and made service requests that were confirmed on the phone but unrendered; requiring that I call back multiple times to resolve the request.They failed to transfer the account from the person moving out into my name after 2 calls and confirmation; thus, leading to issues with authorization on the account and access to internet tech services. After finally, receiving authorization and approving autopay they failed to collect payment and cut-off internet services- despite the mailed billing saying it was on AUTOPAY. When I called to pay and restore services on Sept 7, 2022 (Confirmation # ********) we still have not services restored on Sept 24, 2022. Finally, there is an extra, unapproved charge on my billing invoice for Sept 19, 2022 added to the ******** Services listed as "Account Level Charges" $282.72; this listing was added to the billing starting 07/19 for $9.95 without any approval by me the account holder. Furthermore, my internet services were for $75.00 per month and that has been billed at higher amounts in the months of August ($162.54) and September ($101.38) 2022 without notice of price increase. I?d like to be reimbursed for over-charges, to have my current bill adjusted, and to have future invoices only bill the agreed rate for internet services and no other charges.

  Business Response

  Date: 11/20/2023

  Please note that this complaint is for Hawaiian Telecom NOT *********************** (see complainant's attachment, which is a Hawaiian Telephone invoice). Please remove the complaint from the *** account. Mahalo! Please notify me if you have any questions! Thank you!

  Business Response

  Date: 11/20/2023

  Aloha! Please note that the complaint and attached invoice are for Hawaiian Telecom, not HDT. Thank you and have a wonderful day!

  Business Response

  Date: 11/28/2023

  Hawaiian Telcom Customer Relations contacted the complainant on November 27, 2023, to apologize for her experience. To resolve this complaint,we will work with her on returning Hawaiian Telcoms equipment and apply credits upon receipt. She understands that she is responsible for equipment and charges for services provided. She has our contact information should she have any questions.

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service 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 based off their sales person's ( ***********************) lies and fake promise ( Told I could keep old phone number ). When I realized that the sales person promise was not going to honored I cancelled my service with Hawaiian Telcom. I had their service for less than 30 days before I cancelled my service. According to the customer service employee manager (in April 2022) I should not have a balance because I cancelled my service within 30 days. Hawaiian Telcom has continued to fraudulently bill me from for services every month, while threatening my credit.I have called their customer service twice since April and both times I was assured my balance was zero, however I received bills each month that continued to show that I was still being billed for a service I did not use. I had an online chat with their customer service department (July 2022), and again I was told that I have a zero balance (They are trying to charge me $1,378.82). However I was still being billed by Hawaiian Telcom. I have text messages and email messages that show their sales person lied to me and failed to fulfill their promise. I have tried to email Hawaiian Telcom and they do not respond. I talked to their customer service department (both times they clam I have zero balance) twice with no resolution, and had an online chat with them (again they said I have zero balance) and the result was no resolution. They seem very intent to continue their fraudulent billing practice and threats. Image 1 is a complaint email that didn't get a response, I called their customer service around this time and was told my balance was zero.Image 2 is from September and it shows continuing billing, I have no Hawaiian Telcom equipment (modem, cablebox, etc since April 15th). I can not access their service without these items. So how can I be billed for services used?

  Business Response

  Date: 09/21/2022

  I was unable to leave a voice message on the contact number provided. I will send an email with my contact information to assist with resolution.

• Initial Complaint

  Date:09/14/2022

  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 Sunday September 11, 2022 we woke up to no internet and cable. We called Hawaiian Tel and was initially told that there was an outage for about 100 customers. Within an hour a specialist called back telling us that our problem was with our white box the ******* Lucent. She kindly scheduled our appointment for Monday September 12, 2022 for anywhere from 8a-12n. But we called them back and rescheduled it for 12n-1p. Hawaiian Tel claims that someone called us from the entry gate but the technician left because no one answered. However, our records show that the only voicemail that we received was on Monday morning at 815a from *********, **** advising ** if anyone in the household had Covid to please call and let them know so that we could change the date. Well, no one has Covid so there was no need to call. We did not receive any other calls or messages to our cell at ************** At 152p they said it would be a 20 minute wait to speak to a representative but it took 1 hour. At that point they said that our case was pending.At 528p since the technician did not show up we called Hawaiian Tel back to see what happened and was then told that our names were removed from their list and they had cancelled our ticket. We were also told that the next available time was not until Monday September 19 a whole week later.At 518a Tuesday September 13, we spoke to ***** who again said that the technician had called and come to our gate twice but left when no one answered. Please believe us when we say that we sat by our phone all afternoon. It's sad that they refused to believe us and did not want to hear anything that we had to say.Since we did not receive any calls from the technician, we requested an appointment as soon as possible. Please understand that we work remote from home and this has been a huge inconvenience on us. ***** said that she would put in a request for a sooner appointment but doubt that anything would come of it, her tone was tough luck.

  Business Response

  Date: 09/15/2022

  I spoke with the complainant, apologized for his experience and was able to confirm an appointment for 9/16/2022. He has my contact information should he need further assistance.

• Initial Complaint

  Date:09/03/2022

  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.

  ****** Telcom is advertising hi speed fiber optic connections in ******. The only problem is they are doing what's called ISP throttling. So many people are watching ******* that they can't keep up with the data throughput, and they are throttling the connections without telling you. Spectrum never does this. I asked them point blank about this and they never responded to any of my requests but marked them as resolved. I'm sure this is not a technical issue, its deliberate data throttling and I can't believe I left spectrum for this c***

  Business Response

  Date: 09/06/2022

  I called the contact number this morning at 11:29AM and was unable to leave a voice message. The complainant called me back at 11:32AM and he confirmed that the issue is intermittent and that he was not satisfied after a Hawaiian Telcom technician confirmed that testing indicates that speeds he subscribes to are being delivered and informed him that WiFi coverage does not go beyond his home, which are in accordance with the terms of service. The complainant explained that he has a yoga studio in a separate building on his property and that he uses the service for personal use as well as for the "very serious business" that he runs. I offered to provide him with my contact information so I could work directly with him when he had any service issues and he stated that he would not be calling me. I also reviewed the possibility of subscribing to a business service for his business and he said he couldn't afford the business service and didn't think what he was asking for was a big deal. He then said "I dont think we have anything else to discuss here" and ended the call.

  As it relates to the complainant's claims that Hawaiian Telcom throttles internet traffic, our position is that we are compliant with all applicable laws regarding the delivery of our high-speed internet service, and consistent with the industry practice of establishing and marketing speed packages that meet individual customer needs, and establishing prices commensurate with speeds provided.

  Although the complainant provided possible issues affecting his experience, no further action will be taken unless the complainant requests further assistance by either calling me at ************ or reporting his concerns to ************.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17903237
  
  I am rejecting this response because:

  Quoting my words "very serious business", (which does support me fyi), in such a way shows the absolute lack of integrity and intelligence on the representatives part. Notice how they don't actually deny throttling and they instead claim to be in compliance with all the laws. There is a reason you agree to settle all claims with Hawaiian Telcom in civil court when you sign their contract. I don't respect this representative whatsoever.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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.

  Order Number:I0Q6936 Date Order Was Placed:05/12/2022 Account Number:200000000829829 Billing ************************************** Start Date:05/20/2022 Appointment Arrival Window:Not Applicable Invoice Date:05/25/2022 They shipped us a self install kit that did not work.We requested that they send out a service agent.When the agent showed up he advised that we were not in the service area of Hawaiian telcom for internet.I called in to cancel this account in June of 2022.I called then again after they send the monthly bill in July ~ 20th I spoke to an agent and asked them to cancel.In August I called in a third time asking to cancel and explain why the account had not been cancelled.The agent for the August call refused to help me because he advised my name was not on the account. Yet the **** they send has my name on it. I requested to speak to a manager they advised I'd get a callback in 24 hrs. No one called. I called in again today 8-2-22 asking to speak to a manager I was told the could not cancel my account because I did not have a password. Again they advised a manager would call me back. Can you please assist?

  Business Response

  Date: 09/06/2022

  I left a voice message for the complainant with my contact information and requested that he call me back. Customer opted for self installation and service was provisioned on May 20, 2022. A Hawaiian Telcom repair technician confirmed services were working on May 26, 2022, Case *******. There are no other repair cases, requests to cancel service or a confirmation that equipment was returned. I will work with the customer to resolve this complaint.