Business Profile

Internet Marketing Services

Hawaiian Telcom Communications, Inc.

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Complaints

This profile includes complaints for Hawaiian Telcom Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

80 total complaints in the last 3 years.
24 complaints closed in the last 12 months.

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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:12/23/2024
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.
Initial Complaint
Date:08/23/2024
Type:Billing 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 to cancel my internet services with Hawaiian Telcom on 8/1/2024. The representative told me they could not cancel due to technical issues on their end, however they would send a request to their account specialists to process the cancellation. I followed up the following week, on 8/5/2024 and spoke to another representative who gave me the same excuse but promised that they would back date the cancellation to 8/1 when I initially called for final billing purposes. She also said she was emailing an account specialist since she couldnt find the button to press to cancel my services. I requested that everything she stated be sent to me in an email so I have these promises writing and she said she would. That email was never sent. I called a 3rd time on 8/12/2024 having not received an email and noticing that my account still shows active in their app. I spoke to a gentleman named ***** who also told me that he can not cancel due to technical issues but that he would be emailing their account specialist to process the request. He explained that I didnt receive an email because there was no button in my account on their end that allowed them to email me. He assured me that within the next 2-3 days my account would be cancelled and the billing backdated. I noticed at this time that my app also showed a second service address for a home I dont own. ***** stated he would have the account specialists look into it. Its now 8/23/2024 Ive called a 4th time because my internet service still shows as active and now the service has been placed under that mysterious second address that, again, is a home I dont own. For the 4th time Im being told that they can not process the cancellation because of an issue on their end. My bill now shows an additional months charge under a service address I never requested internet at. They have no answers as to why a second address is showing. I just want this resolved so I can pay my last bill and never work with them again
Business Response
Date: 08/27/2024
Hawaiian Telcom Customer Relations contacted the complainant on August 26, 2024, to apologize for the delay in processing a disconnection order for his account. We explained that a conflict on the account is preventing us from issuing the order. Once the conflict is resolved, we will follow up with the complainant to confirm the disconnection. The complainant understands that he will not be responsible for charges for services billed after August 1, 2024, and can expect to receive a refund check for any credit balance once the account is closed. Credit adjustments totaling $182.05, which include $110.62 for the **************** charges from the invoices dated July 19, 2024, and August 19, 2024, and $71.43 for the gateway fees from the invoices dated March 19, 2024, through August 19, 2024, will be reflected on the invoice dated September 19, 2024. He has our contact information in case he has any questions.
Customer Answer
Date: 08/27/2024

Better Business Bureau:

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

Sincerely,

*******************
Customer Answer
Date: 09/04/2024
Hello

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

Customer Answer
Date: 09/04/2024
The representative from Hawaiian Telcom contacted me yesterday to confirm my account has officially been closed, finally. Thank you for your assistance! Without your involvement Id likely still be dealing with this issue.
Initial Complaint
Date:08/16/2024
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 was approved for the Kokua internet discount program in May. As of August 15th the discount still has not been applied to my account. I have called Hawaiian Telecom NUMEROUS times and have gotten various excuses from our system is down to someone from our back office team will get back to you as excuses. I have asked to speak to supervisors who also say they are unable to assist me. I have asked that someone who is ****** based call me and this has not happened either. Its completely unacceptable that a company would treat a customer this way.
Business Response
Date: 08/21/2024
Hawaiian Telcom Customer Relations contacted the complainant on August 16, 2024, to apologize for her experience and to explain the delay in processing Internet Kokua discounts was caused by a system glitch. As of August 21, 2024, the system glitch was resolved,and steps were taken to apply Internet Kokua discounts to her account. The invoice dated September 10, 2024, will reflect credit adjustments totaling $427.30 for late fees and Internet Kokua discounts effective March 31, 2024,and properly discounted services.
Customer Answer
Date: 08/22/2024

Complaint: 22151290

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

Sincerely,

***************************
Initial Complaint
Date:07/12/2024
Type:Sales and Advertising 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 have been trying to get service from Hawaiian Telcom since I moved to the island. Ive had nothing but problems from the website to customer service. The problems are too numerous to even list. I thought as with most companies if I posted a complaint to the BBB, my problem would be resolved. Only to find out this company has an F RATING and doesnt even bother to respond to complaints. So unless I get a response from someone willing to take this installation request personally (so I dont have to deal with the incompetence over the phone anymore), Ill leave this complaint on file along with the other ones. Ill be sticking with Specrum until these guys put some effort into their customer service
Business Response
Date: 08/09/2024
Hawaiian Telcom Customer Relations spoke with the complainant on August 9, 2024, to apologize for his experience, and to assist him with his request. A referral was submitted for a representative to contact him, to assist in setting up an appointment for his installation. He has our contact information should he have any questions.
Customer Answer
Date: 08/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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Hawaiian Telcom Communications, Inc. is NOT a BBB Accredited Business.