Initial Business Response /* (1000, 5, 2014/02/03) */
Revdex.com,
On 1/21/14, I left Dr*** a voice message that his 1/19/Hawaiian Telcom ("HT" or "Company") invoice reflected a modem charge of $129.95, plus taxes of $6.12, for a total of $I explained that I worked with the
residential billing office to credit this charge, he had a credit balance of $25.99, and that a refund check in that amount would be sent out by 2/19/
The Company trusts this provides the Revdex.com with the information required to resolve this matterIf you have any further questions, please contact me at ***, Monday - Friday, from 8:a.mto 4:p.m
Sincerely,
*** ***
Customer Relations Specialist
Final Consumer Response /* (3000, 7, 2014/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry this does not explain why they are still billing me for internet service when they know it was cancelled in DecemberThis is fraudI am sure in the end a refund check will arrive I am questioning the ethics of their billing practicesNo other company that I know bills you for services not provided
Initial Business Response /* (1000, 5, 2014/02/04) */
Contact Name and Title: [redacted], Specialist
Contact Phone: [redacted]
Contact Email: [redacted]@hawaiiantel.com
I left a voice message for the complainant on February 4, 2014 at 10:58AM. I requested that the complainant call...
[redacted], Monday through Friday, 8:00 a.m. to 4:00 p.m. to further discuss the situation.
Final Consumer Response /* (4200, 13, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel that Hawaiian Telecom has not offered a fair solution to this problem. They claim zero upfront and seemed to hide the 5-year plan as I was convinced this was a month to month contract.
Final Business Response /* (4000, 11, 2014/02/24) */
A company partner returned my calls on February 18, 2014. I shared that Hawaiian Telcom records indicate that the complainant reviewed and accepted the Service Terms and Conditions for the Business All-in-One Bundle 5-year term.
On February 20, 2014, I sent an email to the complainant and the company partner to provide them with an offer to resolve their complaint. The offer was to reprice their services to the Business All-in-One Bundle 1-year term, which meant that they would pay the difference between the 1-year term and the 5-year term they were billed. The difference at that point was $1,150.92 plus applicable taxes, surcharges, or other fees.
The company partner questioned the One-Time Charge of $720.00, which is included in the $1,150.92. I advised the company partner that the One-Time Charges of $720.00 is associated with the installation and set-up for their services and that discounts provided for these charges were based on the 5-year term. I also provided screenshots of their invoice dated March 4, 2013, which included the details of the One-Time Charges and Discounts.
The company partner's response stated, "I will pay the 430.92 cents, you can have your phones back if you want to you can recycle them."
I responded by providing a copy of the signed Service Quote and let the company partner know that the offer to reprice their services to the Business All-in-One Bundle 1-year term still stands. I also let the company partner know that the phones are the property of Hawaiian Telcom and will be retrieved when services are disconnected.
The company partner's response on February 21, 2014 stated "We are at a stand still." He also said, "Again, you'll claim that we signed the contract but I'm telling you that he thought it was month to month. I would never have signed up if there was some 720 usd sic install fee." The company partner further explained that "The fair price in my mind is the 400 something usd sic but not the install fee. At this point you guys will lose our Internet business as well."
I have not responded to the February 21, 2014 email.
If the offer to reprice their services to the Business All-in-One Bundle 1-year term is not accepted to resolve this complaint, they will be billed applicable early termination fees if they choose to disconnect their services prior to the expiration date of their 5-year term agreement.
Initial Business Response /* (1000, 5, 2014/02/03) */
Revdex.com,
On 1/21/14, I left Dr*** a voice message that his 1/19/Hawaiian Telcom ("HT" or "Company") invoice reflected a modem charge of $129.95, plus taxes of $6.12, for a total of $I explained that I worked with the
residential billing office to credit this charge, he had a credit balance of $25.99, and that a refund check in that amount would be sent out by 2/19/
The Company trusts this provides the Revdex.com with the information required to resolve this matterIf you have any further questions, please contact me at ***, Monday - Friday, from 8:a.mto 4:p.m
Sincerely,
*** ***
Customer Relations Specialist
Final Consumer Response /* (3000, 7, 2014/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry this does not explain why they are still billing me for internet service when they know it was cancelled in DecemberThis is fraudI am sure in the end a refund check will arrive I am questioning the ethics of their billing practicesNo other company that I know bills you for services not provided
Initial Business Response /* (1000, 5, 2014/02/04) */
Contact Name and Title: [redacted], Specialist
Contact Phone: [redacted]
Contact Email: [redacted]@hawaiiantel.com
I left a voice message for the complainant on February 4, 2014 at 10:58AM. I requested that the complainant call...
[redacted], Monday through Friday, 8:00 a.m. to 4:00 p.m. to further discuss the situation.
Final Consumer Response /* (4200, 13, 2014/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still feel that Hawaiian Telecom has not offered a fair solution to this problem. They claim zero upfront and seemed to hide the 5-year plan as I was convinced this was a month to month contract.
Final Business Response /* (4000, 11, 2014/02/24) */
A company partner returned my calls on February 18, 2014. I shared that Hawaiian Telcom records indicate that the complainant reviewed and accepted the Service Terms and Conditions for the Business All-in-One Bundle 5-year term.
On February 20, 2014, I sent an email to the complainant and the company partner to provide them with an offer to resolve their complaint. The offer was to reprice their services to the Business All-in-One Bundle 1-year term, which meant that they would pay the difference between the 1-year term and the 5-year term they were billed. The difference at that point was $1,150.92 plus applicable taxes, surcharges, or other fees.
The company partner questioned the One-Time Charge of $720.00, which is included in the $1,150.92. I advised the company partner that the One-Time Charges of $720.00 is associated with the installation and set-up for their services and that discounts provided for these charges were based on the 5-year term. I also provided screenshots of their invoice dated March 4, 2013, which included the details of the One-Time Charges and Discounts.
The company partner's response stated, "I will pay the 430.92 cents, you can have your phones back if you want to you can recycle them."
I responded by providing a copy of the signed Service Quote and let the company partner know that the offer to reprice their services to the Business All-in-One Bundle 1-year term still stands. I also let the company partner know that the phones are the property of Hawaiian Telcom and will be retrieved when services are disconnected.
The company partner's response on February 21, 2014 stated "We are at a stand still." He also said, "Again, you'll claim that we signed the contract but I'm telling you that he thought it was month to month. I would never have signed up if there was some 720 usd sic install fee." The company partner further explained that "The fair price in my mind is the 400 something usd sic but not the install fee. At this point you guys will lose our Internet business as well."
I have not responded to the February 21, 2014 email.
If the offer to reprice their services to the Business All-in-One Bundle 1-year term is not accepted to resolve this complaint, they will be billed applicable early termination fees if they choose to disconnect their services prior to the expiration date of their 5-year term agreement.