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Business Profile

Cable, Internet and Radio

Liberty Communications Of Puerto Rico

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable, Internet and Radio.

Complaints

This profile includes complaints for Liberty Communications Of Puerto Rico's headquarters and its corporate-owned locations. To view all corporate locations, see

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Liberty Communications Of Puerto Rico has 7 locations, listed below.

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    Customer Complaints Summary

    • 70 total complaints in the last 3 years.
    • 28 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 internet provider do not want to fix the issue, they have make me wait all day for a tech and never come, the services that was offer has not been met.

    • Initial Complaint

      Date:05/14/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      **** was purchased by Liberty Puerto ***** which by mistake I was sent a billing statement for the amount of $433.17 on July 26, 2023 then Liberty is trying to collect $594.07. I made a complaint but Liberty services has continued to make the charges. At this moment I do not have service due to their actions for not paying the amount in question. These charges were identified as an error from Liberty but at this moment I am the affected party. The charges varies as the bills have been in question. Mr. ******* ***** was the Liberty Representative that attended my claim.

      Customer Answer

      Date: 05/14/2025

      Mr. ******* *****, a representative from Liberty was the person who create our case with # ********. The account is by the name of my wife, ******* V. *****-********* with phone # ************ and me, ****** E. ******-***** with phone # ************.   

      Customer Answer

      Date: 05/14/2025

      Mr. ******* *****, a representative from Liberty was the person who create our case with # ********. The account is by the name of my wife, ******* V. *****-********* with phone # ************ and me, ****** E. ******-***** with phone # ************.   

    • Initial Complaint

      Date:05/04/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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've been experiencing connectivity inconsistencies since 04/10/2025 the company keeps saying its on a priority list for the maintenance but yet to this day 05/04/2025 i still have terrible internet connection today May 4 2025 at 12:05 am have out of 1000mbps of download 450mbps and upload from 30mbps only have 1.34mbps

    • Initial Complaint

      Date:04/18/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 a Liberty Puerto Rico *** previous consolidated companies) customer since 2002, maintaining the same phone number and account for over 20 years. I have never missed a payment and have been on autopay for the past five years.On June 28, 2024, two of my mobile lines including connected Apple Watches lost all cellular service. Liberty acknowledged that the problem stemmed from technical issues with the **** or their network, and they assured me that they would investigate and follow up.Despite contacting Liberty on July 3, July 4, August, September, November 2024; January and April 2025, I never received any follow-up or resolution. Partial billing adjustments were made in August and September 2024, and a $100 credit was issued in November when previous adjustments could not be located. Liberty promised to continue making proper billing adjustments, but this was never fulfilled.On April 18, 2025, I finally canceled the affected lines after a 1 hour and 25-minute call in which I was again denied a full adjustment. I requested a supervisor but was ignored and left with no resolution. I was simply told to call back next Monday an unacceptable response after nearly 10 months without service.This treatment is extremely disappointing, especially considering my long history as a reliable and loyal customer.Desire outcome: A full billing credit for the non-functional lines and Apple Watches from June 28, 2024 to April 18, 2025.A formal apology and acknowledgment of failure to resolve the issue.Confirmation that the lines were canceled without penalty and that my account reflects accurate adjustments.

    • Initial Complaint

      Date:03/27/2025

      Type:Customer Service Issues
      Status:
      Unanswered
      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 9/13 I opened up an account with ********************** ****** From the very ***** interaction they took down my information wrong, such that my name is mispelled in the account as well as my address. The representative opened what was supposed to be a family plan but they didn't do it as such and I have paid more than I was informed I would pay. In addition they sent one of the phones in the wrong color. This is where the worst of the interactions began. They gave us instructions to go to *******, PR to a drop off location to return the phone. This location is about 2 hour from our home. When we get there the security guard proceeds to inform us that we were supposed to mail in the device, not drop it off. On Oct 2 we mail in the device through **** From that moment on I have called liberty on 9/30, 10/15, 12/4, 12/17, 1/21, 2/14, 2/27, 3/12, 3/13, 3/27. We have been provided diverse case numbers and every time we've been told someone will call us back and that the case will be escalated and every time is the same. No one call us back and we have to continue to call and advocate for the money we are paying for a line or divice we've not had. We have a recording of one of the extensive calls we've with their representative but I am not able to upload in the formats provided. I am requesting an investigation of fraud and abuse of corporate power on families. I am requesting a full termination of the contract associated with said device and line and I am requesting financial restitution for emotional trauma they've caused our family as well as compensation for time out of work invested in the multiple calls.

    • Initial Complaint

      Date:03/19/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Dear *********** am writing to formally file a complaint against Liberty Communications for their failure to deliver a mobile device I ordered in November 2024.Despite multiple attempts to resolve this issue through their customer service channels and visits to their physical stores, the device has not been received as of today, March 18, 2025.On November 17, 2024, I placed an order with Liberty Communications for a mobile device under the impression that it would be delivered promptly. However, it has now been several months, and despite numerous follow-up calls and store visits, I have yet to receive the device. Each time I contact customer service, I am given vague and conflicting responses, with no clear resolution or estimated delivery date provided. No additional courtesy credits have been issued to the account as a good will gesture for all the delays and lack of resolution to this ********* addition to the delayed delivery, I believe that Liberty Communications has engaged in deceptive advertising practices. The advertisement campaigns employed by Liberty indicates that they have the latest devices readily available for clients. However, the lack of any substantial action to fulfill this promise raises serious concerns about the companys advertising claims, which have proven to be misleading.I have made several attempts to resolve this matter directly with Liberty Communications, but I have been met with no substantial progress. I kindly request the ******************************* to investigate this matter and assist me in ensuring that Liberty Communications fulfills its obligations to consumers, including delivering the product as advertised and addressing any deceptive practices.An order cancellation has been suggested as a resolution to this issue and substituting with a device that does not fulfill my needs or is of a lesser capacity/color. This is not an acceptable resolution as this will not solve my needs as a client.

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Liberty PR last Thursday February 27 to reconnect internet service under my name because almost a month before that it was under my partner's name(***** **********). We had to cancel because we weren't receiving internet and they couldn't provide a date to come fix it. However, after being promised that after connecting again under my name and picking up the router that it would work, it didn't. I have yet to have internet service. Today an installer came in to connect it and stated that he couldn't and would need to send another person do it. They still didn't provide a date for this. I am close to 2 months without internet and they keep charging me and not giving me a date for them to fix it. It's totally unacceptable that they are charging for a service they refuse to provide me with.

    • Initial Complaint

      Date:02/25/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      After several calls over the last 2 months and a visit to one of their stores, Liberty has been unable to provide a bill for the latest charge. They have consistently charged me $20.00 over the contracted amount for the last year. As a result, I have had to contact customer service monthly to explain my situation and claim a credit. Now that I have closed the account, I cannot download the last bill. They said they would email the bill, but it never arrived. In one instance, one representative said their system had been down, and they could not send bills by email for over a month. I need Liberty to provide an itemized bill to determine what is owed.

    • Initial Complaint

      Date:02/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Liberty PR is charging me for a service that I have not had. I called 1/25/25 to verify I could take my device and phone number to another company, and I was told yes I could, so I did. On Feb 29 I get a bill charging me for the services under my line, from 1/29-2/27. When Ive called, multiple times, I am told that the charges are valid because I never made an official request to port my number out. I stopped having their service on 1/25/25. Ive sent proof of my port, and they refuse to adjust the bill. To make matters worse, my line is still active and I have family members unable to call me since the company still shows an active line (even though I am and have been with another company for almost 4 weeks now).

    • Initial Complaint

      Date:01/15/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Problem Description: Refund of $551 Owed by Liberty Communications I am requesting assistance regarding a refund of $551 that Liberty Communications owes me due to an improper charge for a phone that I already owned. The issue began over a year ago when Liberty wrongfully charged me for a device that was not purchased through them. After months of back-and-forth communications and providing all necessary proof of ownership, Liberty finally acknowledged their error. However, despite the issue being resolved over a year later, I have yet to receive the refund that they confirmed is owed to me.For the past three weeks, I have been consistently calling Libertys customer service to inquire about the status of my refund. Each time, I am met with excuses and delays. Ive been told that the matter is being escalated and that the refund is being processed, but there has been no actual action taken to return my funds. It is evident that Liberty is engaging in games and stalling tactics when it comes to issuing the refund.This situation has caused significant frustration and inconvenience, as I am simply requesting the return of funds that were illegally taken from me in the first place. I have been patient and cooperative throughout the process, but Liberty has failed to act in good faith to resolve this issue.I am now seeking your assistance to hold Liberty accountable for their wrongful charge and demand the immediate return of the $551 refund that is rightfully owed to me. I appreciate your help in ensuring that Liberty complies with their obligations and returns my funds without further delay.

    Liberty Communications Of Puerto Rico is NOT a BBB Accredited Business.

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