Hawaiian Telcom canceled my phone service. That was my fault for forgetting to pay for a couple of months.So, I set up a new account with upgraded services because they begged me to reapply and they offered upgraded wifi and fiber optics at a much lower rate, almost half of what used to pay before.Two months later, I get an automatic charge to my checking account in the amount of the old monthly fee amount!I called Hawaiian Telcom to ask them why my cancelled account is charging me and found out I was supposed to return the router for my old phone service.First of all, they never notified me that I had to return the router for the old account.Not when I spoke to customer service when they were begging me to open a new account at a reduced the cost.Not when the technician came to install my new upgraded service.No email, nothing asking me to return the router or else I will get charged!I have no problem returning the router. My point is, I’d like them to notify me and give me time after that, to return it.The funds in my bank account was for another payment that now may bounce or get charged a late fee.I authorized Hawaiian Telcom to charge my new account but they’re saying the are unable to reverse the charge to my old account or put the charges towards my new account.They told me I have to cancel the payment at my bank, Bank of Hawaii.Well, I contacted Bank of Hawaii and they can’t cancel a payment once it goes through, even if it’s still pending. They put in a dispute for me instead. So disappointing.So I called Hawaiian Telcom back to see if they can go a step further to help me resolve my issue and all I received was a, “Sorry…”They just won’t try to work with me to resolve this issue.I have been in the service industry for almost 30 years!The place I currently work gets charges reversed for customers all the time.Same for the market or department store. I think Amazon has the best refund policy! If you didn’t get the product, they issue a refund right away!I am not refusing to pay, just charge my other account or another way of paying. I need the funds back in my bank account.If I knew I might have to pay, I would’ve returned it as soon as possible.They could have issued the return label with a letter, some kind of notification!If they had a service counter like they had before, I would’ve made arrangements to be there this week!I don’t appreciate the less than adequate service!I’m highly considering cancelling my service with them!
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Hawaiian Telcom, Inc., is the incumbent local exchange carrier or dominant local telephone company, serving the state of Hawaii.