Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Spoke with the complainant on March 14th to apologize for and better understand her experienceExplained that she was properly billed for the early termination fee since services were disconnected prior to the 3-year term expiration. Advised her that I would submit a request to credit all or
a portion of the remaining balance on the account with details of her experience for considerationOn March 15th, I spoke with the complainant to let her know that credits totaling $had been approved and will be reflected on the invoice dated March 25, The complainant seemed thankful and satisfied with this resolution
An email response was sent to the complainant on October 4, 2015, to apologize for their recent experience with Hawaiian Telcom Services and in trying to reach a
company representative. Hawaiian Telcom Records
indicate that the complainant's telephone service was restored
on October 2, 2015. I reviewed their
September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local
Plus bundle, which is $less a 2-year promotional discount of $per
month, plus $worth of taxes, fees, and applicable
surcharges. I provided the following URL, http://www.hawaiiantel.com/Support/TVSupport/Article/tabid/1329/itemId/2750/Tax-...⇄ which provides additional information about the taxes, fees, and applicable surcharges
that apply to their services. If the complainant has any questions or needs further assistance, I asked that they contact me. Dana W***, ***, ***
On April 15, 2015, I spoke to the complainant, but she shared that it was not a good time to discuss her complaint. We agreed that I would follow up with her on April 16, 2015, at 12:noon. I called the complainant as promised, but reached the voice mail on her cell phone. I left
a message asking that she call me back.I welcome a call from the complainant and will continue to make efforts to contact the complainant until this matter is resolved. My phone number is ***, Monday through Friday, 8:a.mto 4:p.m. If I don't answer, the complainant may leave a voice message to let me know the best time to call and number to reach her at.Sincerely,*** ***Hawaiian Telcom Customer Relations***
Response from Dana W*** for Nathan G***, Hawaiian Telcom Customer Relations, 643-3377. Called complainant's contact number at 9:24AM and 9:27AM on April 26, 2017. While leaving a voice message, both calls droppedI was calling to advise complainant that credit adjustments totaling $have been issued and will be reflected on the invoice dated 5-10-17. Adjusted balance is $13.46CR. Orders have been issued to correct his account to remove Wireless Gateway charge and add discount for Internet service. Corrections will be reflected on the invoice dated 5-10-17. We apologize for the inconvenience and appreciate his patience as we resolved this complaint. If the complainant has any questions or needs further assistance, he may call 643-3377, Monday through Friday, 8:a.mto 4:p.m
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I returned Dana's phone callAfter missing each other on the phone a couple of times, I was able to speak to her on the phone.It's finally good to have one person assigned to help me get the installation done, the billing straightened out, and being able to log in to my account online.Here's the current status - Dana will contact the department responsible for solving whatever the problem is so the technician can install the cable/internet (it's frustrating because I work from home and rely on the internet); for the billing Dana is sending a check to me for the amount they charged me while I had no service; I received an email this morning to reset my login for the online account, so I will check that email to reset my accountWithout being able to check my account, I couldn't retrieve my statements, so I couldn't tell if the amount they are refunding me is correct.Thank you for your help Revdex.com! I was trying to work this out with Hawaiian Telcom the past months myself but couldn't get anywhere because the customer service reps I spoke with had to authority to deal with thisThey said they would contact the appropriate people/departments but nothing ever got done.I understand they are fielding phone calls all day, so my call is one of hundreds they handle dailyBut to be left on their "to do" list when they can see I haven't had service for months is ridiculous! Unless there are other customers who are experiencing worse problems than me, I don't understand how they could let this continue for so longThat would mean there are a lot of unhappy customers and the company is doing a poor job overall.I hope Hawaiian Telcom can find a way to prioritize customer problems so that we don't have to resort to complaining to the Revdex.com and waste your time also.Thank you again for your help through all of thisHopefully they can do whatever they need to do so that the cable/internet can be installed
Sincerely,
*** ***
*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** *** *** Hi, I've just submitted a complaint againt Hawaiian Telcom using your online complaint form. But
when I enter *** in the Order #: textbox on the second to the last form, somehow an 'a' was added to the end of my order number. So now my Order # is ***a, which is incorrect. I went back to the previous page and check, sure enough I didn't enter ***a but the 'a' was still added for some reason when I proceeded to the Review and Submit page. I printed a copy of my complaint and the 'a' was there. So now I'm asking you to please remove that extra 'a' from my Order # as it should be ***. Thank you very much for your assistance
Aloha! An email was sent to the email address the complainant provided in his complaint summarizing Hawaiian Telcom's actions as it pertains to this complaint. I asked the complainant to call or email me to discuss how his complaing can be resolved. Mahalo, Dana W*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this BEGINNING towards a resolution is satisfactory to me We still are without service and were told just yesterday, 6/20, about a "conduit on our property" problem that would be our responsibility to solve The billing related to this recurring problem is still not resolved but we have been reassured that it will be taken care of We look forward to a complete resolution soon and appreciate finally having an identified person to communicate with
Sincerely,
*** ***-***
My old claim was closed outI have been waiting for a refund check from Hawai*** telcom for more than a week and have not received itI was contacted by Hawai*** Telcom and told I was going to be sent a check for more than $I have not received said check
I called the complainant at 3:21PM on December 13, 2016, and left a voice message asking that he call me back at 643-3377, Monday through Friday, between 8:a.mand 4:p.m. According to our records, a technician will be dispatched on December 14, 2016, to the complainant's home in
response to his report that he was having trouble with his internet. We will have a better understanding of the complainant's service complaint, once our technician determines the root cause of the problem.With regard to his concerns about the IP Address changing, Hawaiian Telcom's Residential Internet Service customers are assigned dynamic IP addresses, which can automatically change to any IP Address in a pool of Dynamic IP Addresses at any time. Dynamic IPs are standard for internet services. As for the complainant's question about his privacy being compromised, it is our understanding that his privacy should not be compromised. Hawaiian Telcom's Business Internet Service provides an option for a Static IP Address, which does not change.Mahalo, Dana W***
*** * *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** ***
Hello,My name is *** *** and I recently filed a complaint with the Revdex.com against Hawaii TelcomI wanted to update you that the business has contacted me directly and has satisfactorily resolved the fraudulent chargeThey have refunded the money to my account and I have accepted their resolutionMy complaint ID# is ***Thank you for your help, the Revdex.com was able to help me greatly with this disputed chargeIf you need any more information feel free to email me or call me at ***.-*** ***
Spoke to complainant on June 20, 2016, to let her know that I worked with our Field team and they advised that there is an obstruction in the conduit on their property that is preventing us from repairing their serviceCoordinated for our Field manager to meet the complainant's husband on
Friday, June 24, 2016, to provide guidance since it is the customer's responsibility to repair facilities on their property. I apologized to the complainant for their experience. I identified the opportunities and assured her that I would work with the appropriate departments to improve the processes for a better customer experience. Landline calls have been forwarded to the complainant's cell phone as of June 21, 2016. Complainant has my contact number if she has any questions or needs further assistance. Dana W*** *** Customer Relations Specialist, Monday through Friday, 8:a.mto 4:p.m
*** *** ***
*** *** *** *** *** *** **
*** ***
*** *** *** *** *** *** ***,Thank you for your quick response and all your help to resolve my billing problem
I will wait for the corrected bill before paying Please have a happy holiday season.*** *** *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***
*** *** *** Aloha ***,Thank you for contacting Hawaiian Telcom This message is in response to your email dated November 12, We apologize for the delayed response, and for any inconvenience you may have incurred.We apologize for the billing error on your account and any inconvenience this may have causedUnfortunately, your promotion was not applied correctly to your billingWe have issued the adjustments on your bill to correct your pricingYour adjusted balance due is $79.28.Thank you for choosing Hawaiian Telcom We appreciate your business.Mahalo,Hawaiian TelcomResidential Customer ServiceTelephone No*** ***Business Hours: 7:30am - 5:30pm-----Original Message-----Request details:Submission Date: 11/12/2016, 7:PMName: *** KuwanaAccount Number: ***Account Phone Number: ***Preferred Method of Contact: EmailEmail: ***Contact Phone Number: ***Best Time To Call:Needs Help With: BillingNeeds Help With the following services: TV, Internet Request Details: Please explain my current billing charges, $for monthly bundle charges Is this going to be my regular monthly bill? When I called to get a quote, my total bill quoted around $65-$70, not $300+.This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private informationIf you have received it in error, please notify the sender immediately and delete the originalAny other use of this message by you is prohibited.--
I called the Daytime Phone and left a voice message for the complainant. I also sent an email to the E-mail address provided to request the complainant's account or billing telephone number. I will assist once the complainant provides the information. Mahalo, Dana W*** ***
Customer Relations Monday through Friday, 8:a.mto 4:p.m. Voice messages can be left hours a day, days a week
On July 15, 2016, at 4:16PM, I called the contact number provided on the complaint and reached a voicemail. I left a voice message asking the complainant to call me at *** until 4:45PM on July 15, 2016, or at 643-3377, where she could leave a voice message or call back during office
hours, Monday through Friday, 8:a.mto 4:p.m. In order to begin my investigation, I will need the Hawaiian Telcom account or telephone number. Mahalo, Dana W***, Customer Relations Specialist
I spoke to the complainant on January 21, 2016. I apologized for any frustration Hawaiian
Telcom (“HT” or “Company”) may have created while we worked to resolve her service
issues. I confirmed that HT records
reflect that a technician will be dispatched to her premise on
January 23,
2016. She inquired if a Company technician
could be expedited for the morning of January 22, 2016. But if not, she would like our technician on
January 23, to arrive during the morning.
I advised I would work with our repair department regarding these
requests and follow up with her once I get more information. I
provided the complainant with my contact information, should she have any other
concerns in the future
Thank you very much for your assistance with Hawaiian TelcomKevin, the cable splicer came out and resolved the problem this afternoonNathan, from Cust Relations also called to ensure that work was being doneI am grateful for your assistance and for Hawaiian Telcom in resolving the issue with a
competent Technician.***
Revdex.com:
Thank you for assisting us in the issues we were experiencing with Hawaiian Telcom; we believe your involvement made a difference & I applaud you. Nathan and the service technician from Hawaiian Telcom are very professional & fixed our issues in a timely fashion, so we are glad to have honorable people helping us.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***
Please accept my apology on behalf of Hawaiian Telcom for the complainant's experience. I have confirmed that credit adjustments totaling $151.83, an amount equal to the vendor bill the complainant submitted, has been applied to the invoice dated October 7, 2017, for the account
number ending in 1200010, and $101.41, for time out of service, has been applied to the invoice dated October 7, 2017, for the account number ending in to resolve this complaint. Refund checks were prepared for the credited amounts I spoke with the complainant on October 3, 2017, and will be sending the complainant a written response to fulfill the complainant's request
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Spoke with the complainant on March 14th to apologize for and better understand her experienceExplained that she was properly billed for the early termination fee since services were disconnected prior to the 3-year term expiration. Advised her that I would submit a request to credit all or
a portion of the remaining balance on the account with details of her experience for considerationOn March 15th, I spoke with the complainant to let her know that credits totaling $had been approved and will be reflected on the invoice dated March 25, The complainant seemed thankful and satisfied with this resolution
An email response was sent to the complainant on October 4, 2015, to apologize for their recent experience with Hawaiian Telcom Services and in trying to reach a
company representative. Hawaiian Telcom Records
indicate that the complainant's telephone service was restored
on October 2, 2015. I reviewed their
September 16, 2015, invoice, and provided a breakdown, which detailed billing for the Go Local
Plus bundle, which is $less a 2-year promotional discount of $per
month, plus $worth of taxes, fees, and applicable
surcharges. I provided the following URL, http://www.hawaiiantel.com/Support/TVSupport/Article/tabid/1329/itemId/2750/Tax-...⇄ which provides additional information about the taxes, fees, and applicable surcharges
that apply to their services. If the complainant has any questions or needs further assistance, I asked that they contact me. Dana W***, ***, ***
On April 15, 2015, I spoke to the complainant, but she shared that it was not a good time to discuss her complaint. We agreed that I would follow up with her on April 16, 2015, at 12:noon. I called the complainant as promised, but reached the voice mail on her cell phone. I left
a message asking that she call me back.I welcome a call from the complainant and will continue to make efforts to contact the complainant until this matter is resolved. My phone number is ***, Monday through Friday, 8:a.mto 4:p.m. If I don't answer, the complainant may leave a voice message to let me know the best time to call and number to reach her at.Sincerely,*** ***Hawaiian Telcom Customer Relations***
Response from Dana W*** for Nathan G***, Hawaiian Telcom Customer Relations, 643-3377. Called complainant's contact number at 9:24AM and 9:27AM on April 26, 2017. While leaving a voice message, both calls droppedI was calling to advise complainant that credit adjustments totaling $have been issued and will be reflected on the invoice dated 5-10-17. Adjusted balance is $13.46CR. Orders have been issued to correct his account to remove Wireless Gateway charge and add discount for Internet service. Corrections will be reflected on the invoice dated 5-10-17. We apologize for the inconvenience and appreciate his patience as we resolved this complaint. If the complainant has any questions or needs further assistance, he may call 643-3377, Monday through Friday, 8:a.mto 4:p.m
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I returned Dana's phone callAfter missing each other on the phone a couple of times, I was able to speak to her on the phone.It's finally good to have one person assigned to help me get the installation done, the billing straightened out, and being able to log in to my account online.Here's the current status - Dana will contact the department responsible for solving whatever the problem is so the technician can install the cable/internet (it's frustrating because I work from home and rely on the internet); for the billing Dana is sending a check to me for the amount they charged me while I had no service; I received an email this morning to reset my login for the online account, so I will check that email to reset my accountWithout being able to check my account, I couldn't retrieve my statements, so I couldn't tell if the amount they are refunding me is correct.Thank you for your help Revdex.com! I was trying to work this out with Hawaiian Telcom the past months myself but couldn't get anywhere because the customer service reps I spoke with had to authority to deal with thisThey said they would contact the appropriate people/departments but nothing ever got done.I understand they are fielding phone calls all day, so my call is one of hundreds they handle dailyBut to be left on their "to do" list when they can see I haven't had service for months is ridiculous! Unless there are other customers who are experiencing worse problems than me, I don't understand how they could let this continue for so longThat would mean there are a lot of unhappy customers and the company is doing a poor job overall.I hope Hawaiian Telcom can find a way to prioritize customer problems so that we don't have to resort to complaining to the Revdex.com and waste your time also.Thank you again for your help through all of thisHopefully they can do whatever they need to do so that the cable/internet can be installed
Sincerely,
*** ***
*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** *** *** Hi, I've just submitted a complaint againt Hawaiian Telcom using your online complaint form. But
when I enter *** in the Order #: textbox on the second to the last form, somehow an 'a' was added to the end of my order number. So now my Order # is ***a, which is incorrect. I went back to the previous page and check, sure enough I didn't enter ***a but the 'a' was still added for some reason when I proceeded to the Review and Submit page. I printed a copy of my complaint and the 'a' was there. So now I'm asking you to please remove that extra 'a' from my Order # as it should be ***. Thank you very much for your assistance
Aloha! An email was sent to the email address the complainant provided in his complaint summarizing Hawaiian Telcom's actions as it pertains to this complaint. I asked the complainant to call or email me to discuss how his complaing can be resolved. Mahalo, Dana W*** ***
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this BEGINNING towards a resolution is satisfactory to me We still are without service and were told just yesterday, 6/20, about a "conduit on our property" problem that would be our responsibility to solve The billing related to this recurring problem is still not resolved but we have been reassured that it will be taken care of We look forward to a complete resolution soon and appreciate finally having an identified person to communicate with
Sincerely,
*** ***-***
My old claim was closed outI have been waiting for a refund check from Hawai*** telcom for more than a week and have not received itI was contacted by Hawai*** Telcom and told I was going to be sent a check for more than $I have not received said check
I called the complainant at 3:21PM on December 13, 2016, and left a voice message asking that he call me back at 643-3377, Monday through Friday, between 8:a.mand 4:p.m. According to our records, a technician will be dispatched on December 14, 2016, to the complainant's home in
response to his report that he was having trouble with his internet. We will have a better understanding of the complainant's service complaint, once our technician determines the root cause of the problem.With regard to his concerns about the IP Address changing, Hawaiian Telcom's Residential Internet Service customers are assigned dynamic IP addresses, which can automatically change to any IP Address in a pool of Dynamic IP Addresses at any time. Dynamic IPs are standard for internet services. As for the complainant's question about his privacy being compromised, it is our understanding that his privacy should not be compromised. Hawaiian Telcom's Business Internet Service provides an option for a Static IP Address, which does not change.Mahalo, Dana W***
*** * *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** ***
Hello,My name is *** *** and I recently filed a complaint with the Revdex.com against Hawaii TelcomI wanted to update you that the business has contacted me directly and has satisfactorily resolved the fraudulent chargeThey have refunded the money to my account and I have accepted their resolutionMy complaint ID# is ***Thank you for your help, the Revdex.com was able to help me greatly with this disputed chargeIf you need any more information feel free to email me or call me at ***.-*** ***
Spoke to complainant on June 20, 2016, to let her know that I worked with our Field team and they advised that there is an obstruction in the conduit on their property that is preventing us from repairing their serviceCoordinated for our Field manager to meet the complainant's husband on
Friday, June 24, 2016, to provide guidance since it is the customer's responsibility to repair facilities on their property. I apologized to the complainant for their experience. I identified the opportunities and assured her that I would work with the appropriate departments to improve the processes for a better customer experience. Landline calls have been forwarded to the complainant's cell phone as of June 21, 2016. Complainant has my contact number if she has any questions or needs further assistance. Dana W*** *** Customer Relations Specialist, Monday through Friday, 8:a.mto 4:p.m
*** *** ***
*** *** *** *** *** *** **
*** ***
*** *** *** *** *** *** ***,Thank you for your quick response and all your help to resolve my billing problem
I will wait for the corrected bill before paying Please have a happy holiday season.*** *** *** ***
*** *** *** *** ***
*** *** ***
*** *** *** *** ***
*** *** *** Aloha ***,Thank you for contacting Hawaiian Telcom This message is in response to your email dated November 12, We apologize for the delayed response, and for any inconvenience you may have incurred.We apologize for the billing error on your account and any inconvenience this may have causedUnfortunately, your promotion was not applied correctly to your billingWe have issued the adjustments on your bill to correct your pricingYour adjusted balance due is $79.28.Thank you for choosing Hawaiian Telcom We appreciate your business.Mahalo,Hawaiian TelcomResidential Customer ServiceTelephone No*** ***Business Hours: 7:30am - 5:30pm-----Original Message-----Request details:Submission Date: 11/12/2016, 7:PMName: *** KuwanaAccount Number: ***Account Phone Number: ***Preferred Method of Contact: EmailEmail: ***Contact Phone Number: ***Best Time To Call:Needs Help With: BillingNeeds Help With the following services: TV, Internet Request Details: Please explain my current billing charges, $for monthly bundle charges Is this going to be my regular monthly bill? When I called to get a quote, my total bill quoted around $65-$70, not $300+.This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private informationIf you have received it in error, please notify the sender immediately and delete the originalAny other use of this message by you is prohibited.--
I called the Daytime Phone and left a voice message for the complainant. I also sent an email to the E-mail address provided to request the complainant's account or billing telephone number. I will assist once the complainant provides the information. Mahalo, Dana W*** ***
Customer Relations Monday through Friday, 8:a.mto 4:p.m. Voice messages can be left hours a day, days a week
On July 15, 2016, at 4:16PM, I called the contact number provided on the complaint and reached a voicemail. I left a voice message asking the complainant to call me at *** until 4:45PM on July 15, 2016, or at 643-3377, where she could leave a voice message or call back during office
hours, Monday through Friday, 8:a.mto 4:p.m. In order to begin my investigation, I will need the Hawaiian Telcom account or telephone number. Mahalo, Dana W***, Customer Relations Specialist
I spoke to the complainant on January 21, 2016. I apologized for any frustration Hawaiian
Telcom (“HT” or “Company”) may have created while we worked to resolve her service
issues. I confirmed that HT records
reflect that a technician will be dispatched to her premise on
January 23,
2016. She inquired if a Company technician
could be expedited for the morning of January 22, 2016. But if not, she would like our technician on
January 23, to arrive during the morning.
I advised I would work with our repair department regarding these
requests and follow up with her once I get more information. I
provided the complainant with my contact information, should she have any other
concerns in the future
Thank you very much for your assistance with Hawaiian TelcomKevin, the cable splicer came out and resolved the problem this afternoonNathan, from Cust Relations also called to ensure that work was being doneI am grateful for your assistance and for Hawaiian Telcom in resolving the issue with a
competent Technician.***
Revdex.com:
Thank you for assisting us in the issues we were experiencing with Hawaiian Telcom; we believe your involvement made a difference & I applaud you. Nathan and the service technician from Hawaiian Telcom are very professional & fixed our issues in a timely fashion, so we are glad to have honorable people helping us.I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***
Please accept my apology on behalf of Hawaiian Telcom for the complainant's experience. I have confirmed that credit adjustments totaling $151.83, an amount equal to the vendor bill the complainant submitted, has been applied to the invoice dated October 7, 2017, for the account
number ending in 1200010, and $101.41, for time out of service, has been applied to the invoice dated October 7, 2017, for the account number ending in to resolve this complaint. Refund checks were prepared for the credited amounts I spoke with the complainant on October 3, 2017, and will be sending the complainant a written response to fulfill the complainant's request