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.

  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: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.

• Initial Complaint

  Date:08/10/2022

  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.

  FCC Negative Option Billing complaint Hawaiian Telcom (HT) continues to ignore and deny my documented proof of incorrect and illegal billing practices including web site problems/errors, support chat, phone records and screenshots.I requested to return my gateway box and was told by a company rep that was not possible and would still be charged the monthly fee. [See online chat copy]This is in violation of the FCC:https://www.fcc.gov/consumers/guides/consumer-protections-cable-bills https://arstechnica.com/information-technology/2016/10/fcc-comcast-charged-customers-for-things-they-never-ordered-must-pay-fine/I am concerned how many HT customers past and present are still paying for something they dont need/want.***************** (DW) Customer Relations representative did not respond for over TWO MONTHS after stating she would look into my concerns. [See email copy]After hearing nothing for so long, I was concerned and contacted again.DW assured me internet service would not be impacted during their investigation, and had notified accounting. [See email copy]And yet on Aug 1st they terminated service without notice.On Aug 1st, I returned home to no lights, no security cameras, no climate controls, family unable to do school work, prepare for work next day.Because there was no notice, I called support and went thru 40 min and told that the ***** ONT had failed repair ticket # ******* Wed Aug 3 **** am.Taking time off from work on Aug 3, concerned when it was 830a I called, told there was a balance due and no tech was scheduled to arrive.DW refuses to acknowledge any of this and just says billing is correct and autopay is correct hoping that is all that is needed to pretend that they have done nothing wrong and the customer is at fault.I would like my account balance cleared, and my Aug payment check refunded since service was disconnected. Also assurances that no negative reporting has been submitted and/or corrected.Thank you BBB.

  Business Response

  Date: 08/11/2022

  Hawaiian Telcom has responded to this complainant through other external agencies and the Company's position is that it billed and provided services as ordered and in accordance with terms of service. Evidence provided by the complainant does not support his position. It is unfortunate that the complainant is not accepting the account reconciliation provided as evidence that he has been billed correctly and continues to pay less than the amount stated on his bill. Service was recently suspended for an outstanding balance and will be restored when payment is made.

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17700812
  
  I am rejecting this response because:

  HT has never addressed why I was told many times by company representatives that the monthly bill of ***** is correct. Why they credited my account to match that *****.

  When I first signed up for service, and was told I could not return the gateway, and then after complaint, was offered to be allowed to return the gateway to lower my monthly cost.

  Why did HT DW not respond for over 2 months? Again conveniently ignored.

  Why was I disconnected and told a technician would come, and never came?

  Why is my payment history blank on account dashboard?

  Why is tech support history blank on account dashboard?

  This company is so poorly run and organized.

  There is only a few months remaining on my 2 year agreement anyway. This is how long HT has failed to come clean and resolve the billing errors.

  1) Just call it even at this point to make amends, fix the problems, and start over, or

  2) just close my account with zero balance due and I will take my business elsewhere.

  I did nothing wrong. I pointed out the errors of HT, wanted resolution and DW continues to bully and deny.

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

  Business Response

  Date: 08/18/2022

  Complainant has not produced any evidence to validate that he was told his monthly rate would be $40.58. Instead, Company records confirm that he was properly billed for services provided. No further ****************** are warranted and the balance due is valid. 

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17700812
  
  I am rejecting this response because:
  provided proof multiple times and ***************** lies and pretends nothing happened.

  Here it is again

  at this point this person should have enough duplicates to cover their entire office

  look how long he took to respond. this is typical.

   

  From: Customer Relations Mailbox
  
  Aloha ************,
  
  Thank you for your patience. I apologize for my delayed response.
  

   

  From: *** w <*******************>
  
  I have been patiently waiting for you to correct my billing.
  
  Now I see that recently you started charging me a late fee on my statement.
  
  Is it time for me to start filing complaints with the state and the franchise licensing board and contacting Macquarie/Brookfield management to bring it to their attention?
  
  There is an abundance of negative reviews on social media and BBB so no sense I pile on there as well at this point.
  
  Please be professional and take care of this matter.
  
  I have already provided you the information showing the errors and problems I encountered with your organization leading us to this point.
  
  These incorrect late fees are just one more of the many issues and will not be ignored by me.
  
  
  cc: letter to *************
  
  From: *** w <*******************>
  
  Mahalo.
  Appreciated.
  Hope this is real.
  
  
  
  From: Customer Relations Mailbox <*************************************************************************>
  
  Aloha ************,
  
  I notified accounting of your billing dispute, so your service will not be impacted while I continue to review this matter.
  
  Mahalo,
  
  *****************
  Pronouns: She/Her/Hers
  Customer Relations Manager
  **********************
  O: ************ | M: ************ | F: ************
  Monday Friday, 8:00 a.m. to 4:00 p.m.
  *************************************************************************
  Mail: 1177 ******************************************************** 96813
  
  
  
  This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information.  If you have received it in error, please notify the sender immediately and delete the original.  Any other use of this email by you is prohibited.
  
  From: *** w <*******************>
  
  So what is going on with my complaint?
  
  I have not heard anything for some time.
  
  I need your assurance that our account has been noted to NOT be put on any service hold as we just made our March payment.
  We don't want any problems with our current daily remote schooling and work from home activities.
  We don't trust. So many errors. So many problems.
  
  **** can you please respond?

   

  From: *** w <*******************>
  
  So you've conveniently ignored the adjustments promised by your staff, and the credits issued?
  
  And how your organization tried to circumvate the *** mandate until I brought it to their attention.
  
  What about my autopay?
  support logs?
  billing history?
  double billing?
  credit reporting?
  
  I don't understand the morass of two tables you have provided.
  
  This is still not resolved to my satisfaction.
  
  I did nothing wrong. You failed to meet your service promises.
  My story is not unique. Just look at the online reviews. So similar. So incompetent.

   

   

• Initial Complaint

  Date:08/09/2022

  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.

  Hawaiian Telcom is charging me $200 for a modem they say I didn't return to them. I did return it, on 26 April 2022.. I have a receipt for it. It has an incorrect name on it, but that is the receipt I was given when I turned in their modem.They also charged me for a phone for several months even though I cancelled, cancelled, and cancelled it. Finally got that straigntened out.They are claiming they are going to damage my credit if I don't pay them the $200. They can do that, I have a Social Security check of $886 a month that I use to pay my rent, and I get food stamps, which I use to get food. I wish them well.I guess they are claiming that because it isn't my name on the receipt, it isn't really mine. But it was handed to me when I turned in the modem!I have never dealt with a sorrier utility in my life!Whatever happens, I am not paying them any more money, period.

  Business Response

  Date: 08/09/2022

  Unable to reach customer by phone (voicemail not set up) this morning. Sent an email to apologize and confirm that equipment has been returned. Informed complainant to expect credit for equipment to be reflected on either the invoice dated 8/13/2022, or 9/13/2022, and not to make a payment towards disputed charges. My contact information was provided should the complainant need further assistance.

  Customer Answer

  Date: 08/09/2022

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

• Initial Complaint

  Date:08/06/2022

  Type:Customer Service 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.

  On 28 June I went to the ****** street HI Telcom office and cancelled my service and turned in all equipment. I moved from the address getting service on 29 June. I was told I should also call the customer service number and confirm the cancellation which I did the same day. I was told to watch the app to make sure I receive my credit. About 15 July I called customer service again because I was billed for a new month. I was told it would be fixed. I called again on 28 July and was told that my account was not yet closed. I said This has been frustrating and to close the account and requested a call from management. I checked again today and the account still has not been closed and I still have not received the credit.

  Business Response

  Date: 08/06/2022

  Sent an email to apologize for complainant's experience and advised that I would make sure to have the disconnect order issued and credits applied effective 6/28/2022. Requested information to verify account and included my contact information. Upon verifying the account, steps will be taken to resolve this matter.

  Customer Answer

  Date: 08/07/2022

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

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I negotiated a new plan for phone and **************** with Hawaiian Telcom over a year ago. The plan was to end on March 28, 2023.I believe the plan number was C204019.Everything was going alright until this month when I got a **** for $71 over $20 more than the regular ****.I need to mention that I get lifetime!!I called to find out why the **** was so high and they told me that the telephone part of the bundle had expired.I told them that in the history of my plans with them I had never negotiated separate services.All my plans always included both services.When I negotiated new plan I was under the impression that it was a bundle and I would've never negotiated separate plans.I also know that they take these conversations and I can guarantee you there was never any mention of the services being separated.I feel that they're being disingenuous and deceptive and just trying to squeeze more money out of the customer.I have always paid my bills on time.I fear that I will lose my Internet and phone service!!Also when I try to make local calls they will not go through!!Please help me!!!My account number is ********************* you for your help!!Sincerely,***************************

  Customer Answer

  Date: 07/18/2022

  My complaint number is 17551296
  
  There was a mistake in the original complaint about my account number with Hawaii telecom. My number is ***************.
  
  Also I wanted to update you about what's happening.
  
  When I called on 8 July last Friday, I asked to speak to a supervisor.
  I was told that the supervisor would call me in three business days.
  That would've been a call back by Wednesday.
  
  I still have not received a phone call from them.
  
  I still also cannot dial out my home phone's local calls.
  Every time I do it says you must all zero or one before the number. When I tried to do this!! It still will not go through!!
  
  Also on Monday I called the affordability connectivity program to see if I qualify for this. They said to leave a number and they would call back. I never received a call back!!
  
  Hope you get this message!!
  
  Your link is terrible!!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/21/2022

  On 7/21/22, I spoke with the complainant.
  
  I apologized for any miscommunication and frustration that occurred and will work with him for a resolution to his billing concerns.
  
  I advised the complainant that The Affordable Connectivity Program (ACP) is a federal government program and will provide a discount of up to $30 per month for broadband services for eligible consumers. Once the federal government advises the consumer that the application is approved, the consumer needs to contact Hawaiian Telcom with their approval information, to apply the discount to their account.
  
  And regarding the problem he was experiencing dialing numbers on the same island, I had him do test calls, and he confirmed they were successful. The complainant has my contact information and understands he can reach me if the issue re-occurs.

  Customer Answer

  Date: 07/25/2022

  Some of the statements are true but some of the wording is not truthful.
  And I applied for the affordable connectivity program and was accepted. I did contact Hawaii telecom about it and gave them the ** number. They said they would email me a form that I needed to fill out. Which they haven't done!!!
  I contacted *********************** letting him know about it.
  Also he is supposed to have a plan with figures on Monday.
  
  So nothing is resolved at this point and until the fat lady sings!!
  
  I will let you know as things progress you can be certain of that!!
  
  I will say I think they are dragging their feet and have been!!
  
  I first notified them of the problem on 8 July and today is the 22nd, I rest my case!!
  
  Hope you have a wonderful day!!
  
  Thank you for your concern!!
  
  Sincerely,
  
  ***************************
  

  Customer Answer

  Date: 07/27/2022

  Dear BBB resolution specialist,
  in regards to complain ID ********,
  
  Update!!
  
  ***********************, the public relations person for Hawaiian telcom, had agreed to call me today at 11 o'clock.
  This was to be facts and figures for a resolution.
  It's extremely disappointing to report that he never called, as promised.
  There's a consistent pattern with Hawaiian telcom representatives not following through and being accountable.
  17 days have passed since I first reported this 11 of them work days.
  It's extremely difficult to find a resolution when people don't return their calls as promised.
  I called *************** a little after 1 PM today and left a message reminding him of the 11 o'clock phone appointment.
  He did not call me back!!
  His number is ************.
  
  Sincerely,
  
  ***************************
  

  
  

  Customer Answer

  Date: 07/27/2022

  Dear BBB resolution specialists,
  in regards to complaint ID ********,
  
  Update!!
  
  ***********************, the public relations representative for Hawaiian Telcom.
  
  Called me at approximately 7:15 PM
  
  He apologized for not calling as agreed.
  
  His elderly mother is having some health problems that kept him from the phone call as promised.
  
  I accepted his apology!!
  
  He still didn't have facts and figures. He is having his own problems getting the information from the billing supervisor.
  
  He's agreed to call me tomorrow evening with facts and figures.
  
  I've asked him to give me three different scenarios.
  
  Internet and phone service as it currently is with the *** and lifeline discount. Total amount!!
  
  The second scenario would be a price for **************** only with no telephone and the *** discount.Total amount!
  
  And the third would be basic telephone with lifeline and the Internet with the *** discount.Total amount!!
  
  I explained to him that my resolution agreement will be based on the prices.
  
  I also told him that I wanted to resolve this matter before the end of the week.
  
  We also spoke about credit for the $23 that I was overcharged last month.
  
  I will keep you updated!!!
  
  Sincerely,
  
  ***************************
  

  
  

  Customer Answer

  Date: 08/01/2022

  Dear resolution specialist or *************************
  my case number is 17551296
  update 7/29/ 22 it's a little after 5:00 PM.
  ************************** *** finally called me a little after 1:30 PM.
  Still no resolution!! Also apologize for not calling me any a.m. as promised.
  According to Mrs.*** the latest shenanigans is that the accounting department rejected the offer they made me. About my **** being $28.40 per month. To keep everything the way it was.
  According to her, they're under investigation.
  Also according to her now we are waiting for new figures so a new offer can be put forward.
  As of now she said she would call me Monday at 11:30 AM but could not guarantee when the offer would be forthcoming.
  So this will drag on a 16th working day!! At the very least and into another week of extreme frustration.
  
  All I can do is report the facts as they are being told to me.
  
  And all I can say is that I am not the one who's holding up the resolution process.
  
  I can guarantee you that I will tell YOU when there is one.
  
  I waited till the end of the working day to report this because I wasn't sure what would transpire during the day.
  
  I hope you understand everything that I've explained!!
  
  Please feel free to call me if you need any more clarification.
  
  As I've explained I have dyslexia which makes it very difficult to explain things.
  
  Again my number is ************
  
  Also there was another email that I did not receive.
  Mrs. *** said that this disturbed her and that she was going to report it.

   

  Just to be clear this is what I'm waiting for.
  I'm waiting for a new offer for the monthly ****.
  Also confirmation of the $12.49 that was credited
  also the $23 that is supposed to be credited for the amount that was over $48 in the original agreement.
  Also if the **** is more than $48 next month that amount will also have to be credited.

  Also the BBB received an amended request to the original complaint from myself concerning representatives not returning phone calls as promised.

  Two of the reasons given were that ***************** mother was ill and he needed to attend to her. Which I believed and accepted his apology.
  The second one Mrs *** yesterday was called away because her husband had a serious accident. Again I accepted an apology and told her I was sorry about her husband's mishap.
  On the other four occasions I was never given a reason.

  
  Also I'm still striving to get confirmation of figures for the three scenarios I gave them.
  Keeping things the way they are with phone and Internet service.
  The Second option is just a basic phone with Internet service.
  The Third option is no phone, just Internet service.
  
  When I last spoke to Mrs.*** she would only give me figures regarding the way things are which is the first option.

  Mrs. *** and ************** were both made aware of my request for the information I just described.
  
  Hope you have a wonderful weekend!!
  
  Sincerely,
  
  ***************************
  PS I will report anything that transpires on Monday!!

  PS also it's taken me over an hour to construct this update!!

   

  Customer Answer

  Date: 08/05/2022

  Great news!!
  Kai, the lead representative, called me back today at approximately 3:55 PM.
  She said the investigation came back confirming that the $28.40 they offered per month, keeping everything the way it is, is good.
  So, I told her I would accept that offer of $28.40 per month.
  This offer will be good until July 2023. It is only a phone promotion that will expire at that time.Everything else will remain the same.
  Also they agreed to credit me $23 that was overcharged last month.
  And there's $12.49 also that was credited to my account.

  Also if for some reason my next **** is over $48.00 , that amount would have to be credited. but she doesn't think that will happen.

  and she's going to send me a state lifeline application.
  Seems like you can apply for both state and federal. I only have one right now.
  The only bad thing in this agreement is there is nothing printed right now. I will see the terms on my September ****.
  I told her that I was going to tell you exactly what I'm telling you!!
  And she agreed that that would be okay!!!
  She also emailed ****** about everything also so he is aware of the facts I just laid out.
  
  If everything turns out to be the same as she says then this is the resolution and I consider the matter closed.
  
  If for some reason the September **** does not reflect what she says I will call her and she will try to straighten things out.
  
  If she doesn't straighten things out at that point I would file another complaint.
  
  But these are the terms I laid out for a resolution!!
  
  If you need any further information please don't hesitate to call me or email me.
  I'm counting on you to be witnesses of the terms I just laid out!!
  
  I hope you have a wonderful day!!
  I told her she just made my day!!
  
  I can't thank you enough for all your help in standing by me in these difficult times.
  There are no words I can find to express my gratitude!!!
  
  Thank you for what you do!!
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/09/2022

  Update to yesterday's resolution!!
  Yesterday I told you that the new plan would expire in July 2023
  and I didn't have to worry about anything else expiring.
  Just a few minutes ago *********************** called me and told me that the Internet bundle will still expire March 28,2023.
  This is totally contrary to what was explained yesterday!!
  
  These things make me very upset!!
  
  Also it's a good example of what Hawaiian telcom does!!
  Creating problems that are unnecessary and confusing!!
  
  I feel very discouraged!!!
  And defeated!!
  
  Every time I think we had an agreement and then the next day they throw some kind of a new problem in the agreement.
  
  Please tell me what you think about all this!!!
  
  Hope you're having a wonderful day!!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2022

  I just spoke with the complainant to advise him that the expiration date for the premier value bundle, a feature of the ***************** has been aligned with the home phone and Internet promotional discounts, which is July 26, 2023. He is satisfied and understands that this should be reflected by the invoice dated September 1, 2022.

  Customer Answer

  Date: 08/09/2022

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