Revdex.com,I have left the complainant messages to call me back to review his billiing concerns. He may reach me at [redacted], Monday - Friday, between 8:00 a.m. and 4:00 p.m.Sincerely,Nathan G[redacted]Specialist, Customer Relations
I left the complainant a voice message to
confirm Hawaiian Telcom received her Revdex.com complaint and I advised that she can call
me [redacted], Monday-Friday, between 8:00 a.m. and 4:00 p.m.
Sincerely,
Nathan G[redacted]
Specialist – Customer Relations
[redacted]
[redacted] Hi, I've just submitted a complaint againt Hawaiian Telcom using your online complaint form. But...
when I enter [redacted] 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 [redacted]a, which is incorrect. I went back to the previous page and check, sure enough I didn't enter [redacted]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 [redacted]. Thank you very much for your assistance.
Thank you very much for your assistance with Hawaiian Telcom. Kevin, the cable splicer came out and resolved the problem this afternoon. Nathan, from Cust Relations also called to ensure that work was being done. I am grateful for your assistance and for Hawaiian Telcom in resolving the issue with a...
On July 6, 2016, at 8:23AM, I called the complainant's contact number and left a voice message asking that he call me back to provide me with the Hawaiian Telcom account or telephone number. Mahalo, Dana W[redacted], Hawaiian Telcom Customer Relations, 643-3377, Monday through Friday, 8:00 a.m....
I emailed the complainant on 4/19/17, to confirm Mr. Scott B[redacted], President and CEO - Hawaiian Telcom (“HT”) received the complaint, and apologized for the frustration that occurred. He asked that I follow up on his behalf with the complainant. I advised the complainant that I...
would work HT’s residential customer service department regarding billing corrections to his account, and would follow up with him shortly thereafter. I provided the complainant with my contact information if he had any further questions. Mahalo, Nathan G[redacted]
CID: [redacted]Problem: Part of my issue was somewhat resolved. Now I have an issue with the install date that was provided. Since my original issue was brought up so late, and took a while to resolve, the install date they provided is a long time from now. I feel this is unacceptable they should be willing to serve the customers who are having issues first.Desired Outcome: I would like a technician to come immediately to complete the install. I have done everything required on my end. I have equipment already as my condo building provides the equipment, and is pre wired. I was told a technician just needs to "scan" the equipment into my account. Should not take more then 5-10 minutes. Why can't someone be made available immediately, especially with the proximity of my condo to the main office.
Complaint: [redacted]
I am rejecting this response because: I have provided my account...
details so that they may be made aware of the fraudulent charge to my account, but I have not yet been contacted my them about any resolution and the fraudulent charge is still on my account.
Sincerely,
[redacted]
I
spoke with the complainant on February 5, 2015 to review the Hawaiian Telcom (“Company”
or “HT”) service and billing concerns for her mother’s account. I advised the complainant that HT would
follow up with her regarding the order to transition services to the Company’s
fiber optic...
network.
A
Company field manager spoke with the complainant on February 9, 2016, to
coordinate the fiber optic installation by February 11, 2016.
I
spoke with the complainant on February 11, 2016, and she confirmed an HT
technician was at the premise completing the fiber optic installation order. I
advised her that time-out-of-service credits will be reflected on the account
in one to two bill cycles.
If
the complainant needs further assistance or has any other questions, she may
call me at 643-3377, Monday through Friday, from 8:00 a.m. to 4:00 p.m.
Mahalo,
Nathan
G[redacted]
Specialist
– Customer Relations
Revdex.com,
I spoke with the complainant on January 14, 2016, regarding
his Hawaiian Telcom (“HT” or “Company”) Stand Alone High Speed Internet
(“SAHSI”) billing concerns.
I advised that Company records reflect that his order for
Premium SAHSI, which is up to 100 Megabits per second...
(“Mbps”), was completed
on May 21, 2013. The complainant reported to the Company that SAHSI
service was not working, and a repair ticket was created. The ticket was
closed on May 31, 2013, after SAHSI service was repaired. The complainant
perceives our technician found SAHSI was not working. I advised that HT
would close the ticket after service was repaired. I also explained that the
complainant did not initiate trouble tickets thereafter, to indicate that SAHSI
service was not working.
I confirmed that after Premium SAHSI service was repaired,
the Company billed the complainant correctly for Premium SAHSI service that he
had ordered. In regards to invoices that were mailed to him, the complainant
advised me that he may not have opened them, perceiving that the Company was
not billing him for services that were not working. He also shared that maybe
he did not get them at all. I confirmed that HT had the correct mailing
address.
HT records show the complainant contacted the Company on October
4, 2013 to review service changes. The complainant inquired about moving
SAHSI service to his new address. Our residential service department advised
him that Premium SAHSI service was not available at the new address; however
Basic SAHSI with up to 7 Mbps was available. Company records reflect that the complainant said Basic
SAHSI was too slow, and opted to disconnect service, which was done effectively
as of October 7, 2013. I advised him that HT records reflect he did not dispute
any prior charges at the time he initiated his disconnect order and that we did not receive
payment for services provided before services were disconnected.
The complainant’s final bill dated October 25, 2013
reflected that service was disconnected as of October 7, 2013. The final
balance included a past due of $182.86 and new charges of $136.07 for the
unreturned modem and $2.36 in late fees. The total final balance was
$321.29. His November 25, 2015 invoice billed a late fee of $2.57, making
the total balance $323.86. The December 12, 2013 invoice billed a late fee of
$4.52, making the total balance $328.38.
Company records reflect that the complainant called HT on
January 22, 2014, to advise he would be returning the internet modem to our
Downtown HTTV Depot. The complainant explained to me that he did not
return the modem in October 2015 after he authorized his SAHSI disconnect order.
I also advised the complainant that because the Company did
not receive any payment, his balance of $328.38 was written off and referred to
[redacted] (“[redacted]”) to collect. His January 25, 2014 invoice details
that the balance of $328.38 was written off to zero out his HT account. The complainant advised me that he contacted
[redacted], and they provided him with copies of his HT invoices.
Company records show that the complainant contacted HT in
October 2015 to dispute the $328.38 unpaid balance. On December 24, 2015,
the company credited the $136.07 modem equipment charge, resulting in an
adjusted balance of $192.31. I apologized to the complainant for the
delay in having the modem credit issued. He asked why the modem credit was not
issued earlier, and I advised there were no records after January 22, 2014 to
confirm the modem was returned.
Also, I advised the complainant that the Company did not
credit him for the period from May 21, 2013 to May 31, 2013 when SAHSI service
was not working. The Company issued a time-out-of-service credit of
$13.18 and the new adjusted balance is $179.13. I reassured the complainant
that HT informed [redacted] of this change.
Sincerely,
Nathan G[redacted]
Specialist – Customer Relations
Complaint: [redacted]
I am rejecting this response because: You can make all the excuses that you want but my position is that we did not have service and should not be required to pay for something that we did not receive. The fact that they issued a work order or whatever does not mean that service was actually connected and I don't think they can verify that. The fact that we did not call them to tell them there was no service when we were going to change companies still does not confirm that there was actually service provided. We did not have service and should not be required to pay for something we did not receive.
Sincerely,
[redacted]
I spoke with Ms. [redacted] on 10/8/15 to apologize for any frustration that
may have occurred and to review her service concerns.
Hawaiian Telcom (“HT” or “Company”) records reflect that Ms. [redacted]
had initiated an order on September 24, 2015 to install HTTV service to her
existing...
Stand Alone High Speed Internet (“SAHSI”) service. HTTV
service works via our high speed internet service. Ms. [redacted] was advised that a technician would be
scheduled to complete this upgrade order on October 1, 2015.
On September 29, 2015, Company records show that Ms. [redacted] contacted
our Customer Care Center (“CCC”) to report that her SAHSI service was not
working. She was provided with an October 13, 2015 repair due date.
I apologized to Ms. [redacted] that the CCC representative may not have clearly
communicated that the technician that would be installing HTTV service on
October 1, 2015, had to make sure the internet connection was working in order
for HTTV service to work. Ms. [redacted] confirmed
that bothr her internet and HTTV services were working as of October 1, 2015.
I also explained that in August 2015, HT has been working to
resolve an unusually high number of
trouble tickets due to the heavy rains that occurred at the time, which caused
flash flooding and road closures throughout the state. While we have and continue to work hard to
restore service to many customers, as we restored service, more trouble was being
reported because the heavy rains continued. This resulted in extended
repair due dates for customers experiencing service issues.
I advised Ms. [redacted] that the Company
will issue credits within one or two bill cycles, for the period that SAHSI service
was not working. I provided her with my
contact information, should she have any other concerns in the future.
In review of the complainant’s additional information, Hawaiian Telcom has issued a time out of service credit totaling $46.56, for the period from 11/26/16 to 12/14/16. This credit will be reflected on the complainant’s invoice dated 1/4/17. Mahalo, Nathan G[redacted]
Thank you for providing the opportunity to resolve this complaint. Unfortunately, the telephone contact number provided by the complainant, [redacted], is not a valid telephone number. As a result, I am unable to contact the complainant. According to Hawaiian Telcom Records, the...
sent appropriate forms to the address of record on September 13, 2016, but has not received the completed and signed Affidavit Regarding the Telephone of the Decedent ("form") authorizing the termination of the telephone account in question. On November 20, 2017, another form was sent. Upon receipt, services will be terminated. The request for credits will be determined if the complainant is able to provide a copy of the notarized form or proof that they no l[redacted]er own the home where service is being provided. Mahalo, Dana W[redacted], Hawaiian Telcom Customer Relations, 808-643-3377, Monday through Friday, 8:00 a.m. to 4:00 p.m.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted]. They did contact me however, they are going to get back to me as far as an estimated time of when they think they will fix the phone line.The complaint is still open however, they are in touch with me so I am satisfied that they contacted me - still waiting for resolution.
Sincerely,
[redacted]
This responds to the complainant’s
concern about Hawaiian Telcom (“HT” or “Company”) charges of $32.12. He asked
that the charges be credited.
I spoke with the complainant on October
23, 2015. We reviewed that on July 31,
2015, he authorized the Company to install our [redacted]...
Bundle, order reference
number [redacted], which included phone service for telephone number [redacted], our Go Local Plus calling features, and our Call More long distance
plan. The order was scheduled to be
completed on August 3, 2015, and a technician did not have to be dispatched,
since the complainant confirmed that there were pre-existing phone jacks in his
home.
He explained to me that he had also
contacted the cable company to install his TV service, and they offered him
phone service as well, which he accepted.
When his HT phone service was not working
on August 3, 2015, the complainant felt there was no need to contact the
Company because the cable company had a pending TV and phone installation.
The complainant’s first Company invoice
was dated August 7, 2015. He incurred
total charges of $50.30, which represents charges for the pro-rated period from
August 3, 2015 to August 6, 2015, and charges for the regular monthly bill
cycle from August 7, 2015 to September 6, 2015.
The complainant’s HT account had to be in active status in order for the
cable company to process their port order, which was completed on August 25, 2015.
The complainant’s final bill dated
September 7, 2015, reflected pro-rated credits of $18.18 for the period from
August 25, 2015 to September 6, 2015, leaving a final balance of $32.12, which
is the amount that the complaint is disputing.
I advised the complainant that my
investigation found that HT completed his install order as authorized by him
and he confirmed that he did not contact HT regarding any service issues he
might have experienced after the order was completed. Therefore, the Company finds that the complainant
was billed correctly for services provided and no credits will be issued.
On April 5, 2016, I spoke with the complainant’s friend
regarding Hawaiian Telcom’s (“Company” or “HT”) High Speed Internet (“HSI”)
service. It was confirmed that the friend was authorized on the account. He
advised me that he was already aware of the complainant’s Revdex.com complaint.Company records...
reflect that the complainant reported internet trouble and initiated a
trouble ticket on April 5, 2016 . An HT
station technician was originally scheduled to be dispatched to the premise on April
19, 2016, but we were able to expedite the repair visit to April 8, 2016.
I followed up with the complainant's friend on April 13, 2016, and he
confirmed that their HSI connectivity had improved. We reviewed that our Company technician
changed a module at the Network Interface Device box located outside the home, as
well as changed the inside wiring and phone jack. The Company also confirmed that there was no
corrosion on HT’s network facilities.I advised the friend that automated time-out-of-service
credits take one to two bill cycles to be processed. He understands I will follow-up to make sure
these credits are reflected on their account.
If there are any further concerns, the complainant my reach me at
643-3377, Monday through Friday, between 8:00 a.m. and 4:00 p.m.Sincerely, Nathan G[redacted]Customer Relations Specialist
I spoke to the complainant at 2:58 p.m. this afternoon and apologized for her experience. She provided details of her complaint and I assured her that I would work with the appropriate offices to determine root cause and take corrective actions. I reviewed that there was...
definite lack of follow up on December 3, 2015, when she expected to have her request to disconnect service submitted by representatives at Hawaiian Telcom's Kahala location, which resulted in continued billing. I also confirmed that her second request to disconnect telephone service on January 20, 2016, was completed and explained that her January 16, 2016, invoice does not reflect that. I apologized that our representative did not provide proper expectations regarding removal of the service being reflected on the next invoice, which is her invoice dated February 16, 2016. The complainant also shared that her internet service is not working properly since disconnecting her telephone service. I have arranged to have the complainant contacted this evening, January 26, 2016, between 9:00 p.m. and 10:00 p.m. as she requested. I will follow up with the complainant to ensure that all matters have been addressed and again on February 18th or 19th to review her February 16, 2016, invoice. The complainant can reach me at 643-3377, Monday through Friday, between 8:00 a.m. and 4:00 p.m. Mahalo, Dana Wong
[redacted]
[redacted]Our situation with Hawaiian TelCom HAS NOT been resolved, as reflected on the Revdex.com Website, and has actually gone from bad to worse. The Customer Service Representative, Dana W[redacted], has been very nice and has indeed had our calls forwarded to my cell phone (DANA DID INFORM ME THAT WE, THE CUSTOMER, ARE RESPONSIBLE THROUGH OUR CELLULAR PROVIDER, FOR ANY COSTS) but we STILL HAVE NO LAND LINE PHONE SERVICE and continue to get billed. My husband took another morning off from work to meet with the service technician, Allan, who was was scheduled by Dana to come to the house on Friday, 6/24. The “technician” said he was only there to explain, no do any repairs, and that the problem was with our conduit. He further explained that it was our responsibility to dig it up, repair it and replace it. (He informed my husband that they normally would have told us that it was our problem and we should “deal with it” but because of the complaint they were going above and beyond their responsibility to the customer to try to explain it.) Another bill arrived at the same time the technician was telling us we would never have any service until we dug up this “conduit” and repaired it ourselves. (see attached) We had been reassured by three different people at Hawaiian TelCom that our bill was expunged and there would be no further billing until this was resolved. There was also reference to other specialists who had been to our home (WE NEVER SAW OR SPOKE TO ANY OF THESE PEOPLE) and a lot of technical jargon. There was a vague reference to where they THOUGHT this problem was and the suggestion was made to me to have buy husband dig it up or hire a contractor. We have been told at least 7 times, by different Hawaiian Telcom personnel, that our area is a “difficult area” and that many others are having problems with underground connections. We have no idea what this means nor did we install any underground equipment. Now there is yet ANOTHER appointment set up, we need to take off from work AGAIN, and someone is supposed to come out to show us (???) where we are supposed to dig up some box with cables and then call them back??!! We purchased our home 10+ years ago and paid to have Hawaiian TelCom provide our land line and fax line. We have been customers for years - here and at our previous home. We want our land line and fax line restored (perhaps they need to put in another “conduit”) and a letter stating that we do not owe anything to Hawaiian Telcom and will not be billed until the service is restored. With respect, I implore you to update the status of this complaint in your files. Thank you.[redacted]
I spoke to the complainant on November 15, 2016, to introduce myself, provide him with my contact information and let him know I will be handling this investigation. After reviewing his complaint with the appropriate department, I contacted the complainant to let him know that our...
representatives will be coached to ensure they undersetand the customer's needs and provide options for them to choose from when a customer decides not to renew their discounted contract rate. I coordinated a callback from a representative to the complainant at his requested time, which is after 3:00 p.m. today, November 21, 2016, to discuss his service options.
Revdex.com,I have left the complainant messages to call me back to review his billiing concerns. He may reach me at [redacted], Monday - Friday, between 8:00 a.m. and 4:00 p.m.Sincerely,Nathan G[redacted]Specialist, Customer Relations
I left the complainant a voice message to
confirm Hawaiian Telcom received her Revdex.com complaint and I advised that she can call
me [redacted], Monday-Friday, between 8:00 a.m. and 4:00 p.m.
Sincerely,
Nathan G[redacted]
Specialist – Customer Relations
[redacted]
[redacted] Hi, I've just submitted a complaint againt Hawaiian Telcom using your online complaint form. But...
when I enter [redacted] 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 [redacted]a, which is incorrect. I went back to the previous page and check, sure enough I didn't enter [redacted]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 [redacted]. Thank you very much for your assistance.
Thank you very much for your assistance with Hawaiian Telcom. Kevin, the cable splicer came out and resolved the problem this afternoon. Nathan, from Cust Relations also called to ensure that work was being done. I am grateful for your assistance and for Hawaiian Telcom in resolving the issue with a...
competent Technician.[redacted]
On July 6, 2016, at 8:23AM, I called the complainant's contact number and left a voice message asking that he call me back to provide me with the Hawaiian Telcom account or telephone number. Mahalo, Dana W[redacted], Hawaiian Telcom Customer Relations, 643-3377, Monday through Friday, 8:00 a.m....
to 4:00 p.m.
I emailed the complainant on 4/19/17, to confirm Mr. Scott B[redacted], President and CEO - Hawaiian Telcom (“HT”) received the complaint, and apologized for the frustration that occurred. He asked that I follow up on his behalf with the complainant. I advised the complainant that I...
would work HT’s residential customer service department regarding billing corrections to his account, and would follow up with him shortly thereafter. I provided the complainant with my contact information if he had any further questions. Mahalo, Nathan G[redacted]
CID: [redacted]Problem: Part of my issue was somewhat resolved. Now I have an issue with the install date that was provided. Since my original issue was brought up so late, and took a while to resolve, the install date they provided is a long time from now. I feel this is unacceptable they should be willing to serve the customers who are having issues first.Desired Outcome: I would like a technician to come immediately to complete the install. I have done everything required on my end. I have equipment already as my condo building provides the equipment, and is pre wired. I was told a technician just needs to "scan" the equipment into my account. Should not take more then 5-10 minutes. Why can't someone be made available immediately, especially with the proximity of my condo to the main office.
Complaint: [redacted]
I am rejecting this response because: I have provided my account...
details so that they may be made aware of the fraudulent charge to my account, but I have not yet been contacted my them about any resolution and the fraudulent charge is still on my account.
Sincerely,
[redacted]
I
spoke with the complainant on February 5, 2015 to review the Hawaiian Telcom (“Company”
or “HT”) service and billing concerns for her mother’s account. I advised the complainant that HT would
follow up with her regarding the order to transition services to the Company’s
fiber optic...
network.
A
Company field manager spoke with the complainant on February 9, 2016, to
coordinate the fiber optic installation by February 11, 2016.
I
spoke with the complainant on February 11, 2016, and she confirmed an HT
technician was at the premise completing the fiber optic installation order. I
advised her that time-out-of-service credits will be reflected on the account
in one to two bill cycles.
If
the complainant needs further assistance or has any other questions, she may
call me at 643-3377, Monday through Friday, from 8:00 a.m. to 4:00 p.m.
Mahalo,
Nathan
G[redacted]
Specialist
– Customer Relations
Revdex.com,
I spoke with the complainant on January 14, 2016, regarding
his Hawaiian Telcom (“HT” or “Company”) Stand Alone High Speed Internet
(“SAHSI”) billing concerns.
I advised that Company records reflect that his order for
Premium SAHSI, which is up to 100 Megabits per second...
(“Mbps”), was completed
on May 21, 2013. The complainant reported to the Company that SAHSI
service was not working, and a repair ticket was created. The ticket was
closed on May 31, 2013, after SAHSI service was repaired. The complainant
perceives our technician found SAHSI was not working. I advised that HT
would close the ticket after service was repaired. I also explained that the
complainant did not initiate trouble tickets thereafter, to indicate that SAHSI
service was not working.
I confirmed that after Premium SAHSI service was repaired,
the Company billed the complainant correctly for Premium SAHSI service that he
had ordered. In regards to invoices that were mailed to him, the complainant
advised me that he may not have opened them, perceiving that the Company was
not billing him for services that were not working. He also shared that maybe
he did not get them at all. I confirmed that HT had the correct mailing
address.
HT records show the complainant contacted the Company on October
4, 2013 to review service changes. The complainant inquired about moving
SAHSI service to his new address. Our residential service department advised
him that Premium SAHSI service was not available at the new address; however
Basic SAHSI with up to 7 Mbps was available. Company records reflect that the complainant said Basic
SAHSI was too slow, and opted to disconnect service, which was done effectively
as of October 7, 2013. I advised him that HT records reflect he did not dispute
any prior charges at the time he initiated his disconnect order and that we did not receive
payment for services provided before services were disconnected.
The complainant’s final bill dated October 25, 2013
reflected that service was disconnected as of October 7, 2013. The final
balance included a past due of $182.86 and new charges of $136.07 for the
unreturned modem and $2.36 in late fees. The total final balance was
$321.29. His November 25, 2015 invoice billed a late fee of $2.57, making
the total balance $323.86. The December 12, 2013 invoice billed a late fee of
$4.52, making the total balance $328.38.
Company records reflect that the complainant called HT on
January 22, 2014, to advise he would be returning the internet modem to our
Downtown HTTV Depot. The complainant explained to me that he did not
return the modem in October 2015 after he authorized his SAHSI disconnect order.
I also advised the complainant that because the Company did
not receive any payment, his balance of $328.38 was written off and referred to
[redacted] (“[redacted]”) to collect. His January 25, 2014 invoice details
that the balance of $328.38 was written off to zero out his HT account. The complainant advised me that he contacted
[redacted], and they provided him with copies of his HT invoices.
Company records show that the complainant contacted HT in
October 2015 to dispute the $328.38 unpaid balance. On December 24, 2015,
the company credited the $136.07 modem equipment charge, resulting in an
adjusted balance of $192.31. I apologized to the complainant for the
delay in having the modem credit issued. He asked why the modem credit was not
issued earlier, and I advised there were no records after January 22, 2014 to
confirm the modem was returned.
Also, I advised the complainant that the Company did not
credit him for the period from May 21, 2013 to May 31, 2013 when SAHSI service
was not working. The Company issued a time-out-of-service credit of
$13.18 and the new adjusted balance is $179.13. I reassured the complainant
that HT informed [redacted] of this change.
Sincerely,
Nathan G[redacted]
Specialist – Customer Relations
Complaint: [redacted]
I am rejecting this response because: You can make all the excuses that you want but my position is that we did not have service and should not be required to pay for something that we did not receive. The fact that they issued a work order or whatever does not mean that service was actually connected and I don't think they can verify that. The fact that we did not call them to tell them there was no service when we were going to change companies still does not confirm that there was actually service provided. We did not have service and should not be required to pay for something we did not receive.
Sincerely,
[redacted]
I spoke with Ms. [redacted] on 10/8/15 to apologize for any frustration that
may have occurred and to review her service concerns.
Hawaiian Telcom (“HT” or “Company”) records reflect that Ms. [redacted]
had initiated an order on September 24, 2015 to install HTTV service to her
existing...
Stand Alone High Speed Internet (“SAHSI”) service. HTTV
service works via our high speed internet service. Ms. [redacted] was advised that a technician would be
scheduled to complete this upgrade order on October 1, 2015.
On September 29, 2015, Company records show that Ms. [redacted] contacted
our Customer Care Center (“CCC”) to report that her SAHSI service was not
working. She was provided with an October 13, 2015 repair due date.
I apologized to Ms. [redacted] that the CCC representative may not have clearly
communicated that the technician that would be installing HTTV service on
October 1, 2015, had to make sure the internet connection was working in order
for HTTV service to work. Ms. [redacted] confirmed
that bothr her internet and HTTV services were working as of October 1, 2015.
I also explained that in August 2015, HT has been working to
resolve an unusually high number of
trouble tickets due to the heavy rains that occurred at the time, which caused
flash flooding and road closures throughout the state. While we have and continue to work hard to
restore service to many customers, as we restored service, more trouble was being
reported because the heavy rains continued. This resulted in extended
repair due dates for customers experiencing service issues.
I advised Ms. [redacted] that the Company
will issue credits within one or two bill cycles, for the period that SAHSI service
was not working. I provided her with my
contact information, should she have any other concerns in the future.
In review of the complainant’s additional information, Hawaiian Telcom has issued a time out of service credit totaling $46.56, for the period from 11/26/16 to 12/14/16. This credit will be reflected on the complainant’s invoice dated 1/4/17. Mahalo, Nathan G[redacted]
Thank you for providing the opportunity to resolve this complaint. Unfortunately, the telephone contact number provided by the complainant, [redacted], is not a valid telephone number. As a result, I am unable to contact the complainant. According to Hawaiian Telcom Records, the...
sent appropriate forms to the address of record on September 13, 2016, but has not received the completed and signed Affidavit Regarding the Telephone of the Decedent ("form") authorizing the termination of the telephone account in question. On November 20, 2017, another form was sent. Upon receipt, services will be terminated. The request for credits will be determined if the complainant is able to provide a copy of the notarized form or proof that they no l[redacted]er own the home where service is being provided. Mahalo, Dana W[redacted], Hawaiian Telcom Customer Relations, 808-643-3377, Monday through Friday, 8:00 a.m. to 4:00 p.m.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted]. They did contact me however, they are going to get back to me as far as an estimated time of when they think they will fix the phone line.The complaint is still open however, they are in touch with me so I am satisfied that they contacted me - still waiting for resolution.
Sincerely,
[redacted]
This responds to the complainant’s
concern about Hawaiian Telcom (“HT” or “Company”) charges of $32.12. He asked
that the charges be credited.
I spoke with the complainant on October
23, 2015. We reviewed that on July 31,
2015, he authorized the Company to install our [redacted]...
Bundle, order reference
number [redacted], which included phone service for telephone number [redacted], our Go Local Plus calling features, and our Call More long distance
plan. The order was scheduled to be
completed on August 3, 2015, and a technician did not have to be dispatched,
since the complainant confirmed that there were pre-existing phone jacks in his
home.
He explained to me that he had also
contacted the cable company to install his TV service, and they offered him
phone service as well, which he accepted.
When his HT phone service was not working
on August 3, 2015, the complainant felt there was no need to contact the
Company because the cable company had a pending TV and phone installation.
The complainant’s first Company invoice
was dated August 7, 2015. He incurred
total charges of $50.30, which represents charges for the pro-rated period from
August 3, 2015 to August 6, 2015, and charges for the regular monthly bill
cycle from August 7, 2015 to September 6, 2015.
The complainant’s HT account had to be in active status in order for the
cable company to process their port order, which was completed on August 25, 2015.
The complainant’s final bill dated
September 7, 2015, reflected pro-rated credits of $18.18 for the period from
August 25, 2015 to September 6, 2015, leaving a final balance of $32.12, which
is the amount that the complaint is disputing.
I advised the complainant that my
investigation found that HT completed his install order as authorized by him
and he confirmed that he did not contact HT regarding any service issues he
might have experienced after the order was completed. Therefore, the Company finds that the complainant
was billed correctly for services provided and no credits will be issued.
On April 5, 2016, I spoke with the complainant’s friend
regarding Hawaiian Telcom’s (“Company” or “HT”) High Speed Internet (“HSI”)
service. It was confirmed that the friend was authorized on the account. He
advised me that he was already aware of the complainant’s Revdex.com complaint.Company records...
reflect that the complainant reported internet trouble and initiated a
trouble ticket on April 5, 2016 . An HT
station technician was originally scheduled to be dispatched to the premise on April
19, 2016, but we were able to expedite the repair visit to April 8, 2016.
I followed up with the complainant's friend on April 13, 2016, and he
confirmed that their HSI connectivity had improved. We reviewed that our Company technician
changed a module at the Network Interface Device box located outside the home, as
well as changed the inside wiring and phone jack. The Company also confirmed that there was no
corrosion on HT’s network facilities.I advised the friend that automated time-out-of-service
credits take one to two bill cycles to be processed. He understands I will follow-up to make sure
these credits are reflected on their account.
If there are any further concerns, the complainant my reach me at
643-3377, Monday through Friday, between 8:00 a.m. and 4:00 p.m.Sincerely, Nathan G[redacted]Customer Relations Specialist
I spoke to the complainant at 2:58 p.m. this afternoon and apologized for her experience. She provided details of her complaint and I assured her that I would work with the appropriate offices to determine root cause and take corrective actions. I reviewed that there was...
definite lack of follow up on December 3, 2015, when she expected to have her request to disconnect service submitted by representatives at Hawaiian Telcom's Kahala location, which resulted in continued billing. I also confirmed that her second request to disconnect telephone service on January 20, 2016, was completed and explained that her January 16, 2016, invoice does not reflect that. I apologized that our representative did not provide proper expectations regarding removal of the service being reflected on the next invoice, which is her invoice dated February 16, 2016. The complainant also shared that her internet service is not working properly since disconnecting her telephone service. I have arranged to have the complainant contacted this evening, January 26, 2016, between 9:00 p.m. and 10:00 p.m. as she requested. I will follow up with the complainant to ensure that all matters have been addressed and again on February 18th or 19th to review her February 16, 2016, invoice. The complainant can reach me at 643-3377, Monday through Friday, between 8:00 a.m. and 4:00 p.m. Mahalo, Dana Wong
[redacted]
[redacted]Our situation with Hawaiian TelCom HAS NOT been resolved, as reflected on the Revdex.com Website, and has actually gone from bad to worse. The Customer Service Representative, Dana W[redacted], has been very nice and has indeed had our calls forwarded to my cell phone (DANA DID INFORM ME THAT WE, THE CUSTOMER, ARE RESPONSIBLE THROUGH OUR CELLULAR PROVIDER, FOR ANY COSTS) but we STILL HAVE NO LAND LINE PHONE SERVICE and continue to get billed. My husband took another morning off from work to meet with the service technician, Allan, who was was scheduled by Dana to come to the house on Friday, 6/24. The “technician” said he was only there to explain, no do any repairs, and that the problem was with our conduit. He further explained that it was our responsibility to dig it up, repair it and replace it. (He informed my husband that they normally would have told us that it was our problem and we should “deal with it” but because of the complaint they were going above and beyond their responsibility to the customer to try to explain it.) Another bill arrived at the same time the technician was telling us we would never have any service until we dug up this “conduit” and repaired it ourselves. (see attached) We had been reassured by three different people at Hawaiian TelCom that our bill was expunged and there would be no further billing until this was resolved. There was also reference to other specialists who had been to our home (WE NEVER SAW OR SPOKE TO ANY OF THESE PEOPLE) and a lot of technical jargon. There was a vague reference to where they THOUGHT this problem was and the suggestion was made to me to have buy husband dig it up or hire a contractor. We have been told at least 7 times, by different Hawaiian Telcom personnel, that our area is a “difficult area” and that many others are having problems with underground connections. We have no idea what this means nor did we install any underground equipment. Now there is yet ANOTHER appointment set up, we need to take off from work AGAIN, and someone is supposed to come out to show us (???) where we are supposed to dig up some box with cables and then call them back??!! We purchased our home 10+ years ago and paid to have Hawaiian TelCom provide our land line and fax line. We have been customers for years - here and at our previous home. We want our land line and fax line restored (perhaps they need to put in another “conduit”) and a letter stating that we do not owe anything to Hawaiian Telcom and will not be billed until the service is restored. With respect, I implore you to update the status of this complaint in your files. Thank you.[redacted]
I spoke to the complainant on November 15, 2016, to introduce myself, provide him with my contact information and let him know I will be handling this investigation. After reviewing his complaint with the appropriate department, I contacted the complainant to let him know that our...
representatives will be coached to ensure they undersetand the customer's needs and provide options for them to choose from when a customer decides not to renew their discounted contract rate. I coordinated a callback from a representative to the complainant at his requested time, which is after 3:00 p.m. today, November 21, 2016, to discuss his service options.