Kokua Line
Kokua Line
Question: Is the local phone company a monopoly? What can be done if they make a mistake in crediting a payment and erroneously turn off your phone service? When I tried to correct the problem, I was treated very rudely by one of the clerks and then put on terminal hold. I was told that since my first name was not on the account, they could only talk to my husband, who was out of town on business. I was also told that no supervisors were available. What can be done to bring accountability to the local phone company? Stall in phone service
meant to protect clientAnswer: In general, you can call the Public Utilities Commission if you are not satisfied that a problem has been resolved by the company.
The PUC handles intrastate public utility matters -- anything to do with the islands or between the islands, said PUC administrative director Paul Shigenaga. A local alternative is the state Office of Consumer Protection. For interstate or international long-distance service concerns, contact the Federal Communications Commission.
After getting more information and your permission to use your name in contacting Verizon Hawaii, Verizon spokeswoman Ann Nishida clarified what happened in your case.
First, she acknowledged an error by Verizon in misapplying your payment, which led to the suspension of one of your phone lines. The problem, she said, was that your home has two residential lines, but apparently one is being used for business, which came to light when you called.
The PUC authorizes Verizon to charge a different -- higher -- rate for a business line. Nishida pointed to page 5 of the telephone directory, which states, "Residential phones are installed for normal domestic use. Residential telephone service will be changed to business service if the phone is used primarily for business or is advertised for business purposes."
Customers using a phone line for business purposes should call the Business Solution Center, 643-4411, Nishida said.
Further aggravating your situation, because both your lines were set up only in your husband's name, "our representatives were not able to discuss the account with (you) or make the changes until he called in to make (you) an authorized party," she said.
For at least the last five years, it's become a nationwide industry standard to allow only authorized parties to have access to an account, Nishida said. "It's really created to protect the consumer so services can't be added or deleted without your express notice," she explained. So "children can't add Caller ID, or separated or divorced spouses can't cancel each other's phone lines."
After your husband called and authorized you on the account, "we waived the reconnect fee for the second line."
Nishida apologized if you felt you were rudely treated, noting that customers "who do not feel their needs are being met" should call the customer relations department (643-3377).
"We strive to provide the most courteous and professional service but we do apologize if (you feel you) did not receive this level of service," she said. "We don't want anyone going away with this kind of feeling."
Auwe
To all the drivers who enter the freeway by going all the way to the end of the onramp then stopping and waiting for an opening to accelerate to get on. Someone needs to let them know that they should stop at the entrance of the ramp and use the ramp to accelerate, timing their vehicle to blend in with the ongoing traffic and not be the cause of accidents waiting to happen. -- No Name
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.
Email to kokualine@starbulletin.com