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Kokua Line
June Watanabe
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Credit available for 3-way call mistake
Question: Does everyone know that since Hawaiian Telcom took over, there is a three-way call connectivity available for everyone and this is a billable item? If you don't hang up correctly, then dial another number right away, it becomes a three-way call. I waited for 40 minutes before someone at customer service answered, then was told that even if you accidentally do this, it is still billable. This happened to my elderly mother-in-law. She had called Hawaiian Telcom earlier to dispute a long-distance charge, then accidentally dialed the billing department. They still refused to credit her. We should all change to cable phone service.
Answer: If someone accidentally makes a three-way call, the first mistake will be forgiven, according to Hawaiian Telcom spokeswoman Ann Nishida.
"Hawaiian Telcom's policy is to issue a one-time courtesy credit when the customer informs us that the usage was accidental," she said. "We also explain how to make sure a call is disconnected and offer to block the pay-per-use access to prevent any future occurrences."
This is standard policy, Nishida said, but apparently the person you spoke with didn't get the memo. She apologized for that and said a reminder about the policy was issued to customer service representatives.
We understand your mother-in-law's situation has since been resolved.
Nishida said that three-way calling has been available for many years on a pay-per-use basis -- 75 cents for each use. It allows a customer to "conference in a third-party" during a call, she said.
Customers can have unlimited three-way calling by subscription or as part of a local package of options.
It is activated by lightly touching the receiver or flash button. So, you may think you have disconnected a call, but instead, you may accidentally activate the feature.
Q: Behind my house on Palailai Street in Makakilo is a drainage ditch that usually was cleared of all debris at least twice a year. But for the last two years, they have not done so. In the meantime, haole koa trees, grass, people's rubbish, etc., have grown out of hand. I fear what will happen if there was a flood. Whom can I contact to see what can be done?
A: The only drainage ditch in the area that the city is aware of is receiving regular maintenance, said Larry Leopardi, chief of the city Division of Road Maintenance, which is also responsible for maintaining certain waterways.
He said a crew was cleaning the drainage area last Friday, from Makakilo Elementary School to Uhiuala Street.
"There may be private interceptor ditches that connect to the city drainage system, but we would only clean the city drainage system, not the private interceptor ditches," he said.
If you still have concerns or need more information, call the Pearl City Corporation Yard, which is responsible for the Ewa district, at 455-1725.
Got a question or complaint? Call 529-4773, fax 529-4750, or write to Kokua Line, Honolulu Star-Bulletin, 500 Ala Moana Blvd., No. 7-210, Honolulu 96813. As many as possible will be answered. E-mail to
kokualine@starbulletin.com.
See also: Useful phone numbers