Claro

Claro Puerto Rico has employees (sometimes contractors) who call customers to offer different services. But now they are not offering anything.

They call and say that starting from midnight on the day of the call, the internet plan will change to increase internet speed and that they will offer a $15.00 discount every month for being a loyal customer. The person will say that the payment will be $49.99 after the discount. In my case, I pay $34.99, and they tried to trick me into raising it to $49.99. This way of doing business at Claro is not honest because they are not actually offering a change; they are telling people that they will increase the speed and raise the monthly payment without the customer's approval or request.

Claro has been doing this to its customers for years, and no one has stopped them. Unfortunately, there are elderly people who do not understand anything and fall for the scam.

That is why I am making this statement. Claro should leave Puerto Rico and take its fraudulent methods with it.

Subject: Formal Complaint Regarding Poor Service and Improper Billing

Dear Claro Puerto Rico,

My experience as a commercial customer with Claro has been extremely disappointing. I had multiple services with your company, including landline, internet, mobile service, and hotspot.

Since April 2025, my business has not been operating, and I requested the cancellation of all services.

The first cancellation request was made over the phone. In early May, I followed up with a written cancellation request through a representative named Angeli. However, she failed to properly process the request. Despite several subsequent attemptsboth via phone calls and written submissionsonly the mobile and hotspot services were canceled, while the landline, internet, and cloud services remained active and unused.

In June, after receiving yet another bill, I contacted Claro again to verify the account status and was informed that the landline and internet services were still active.

I once again requested cancellation and, to avoid further complications, paid the full balanceboth what I owed and what I did not owejust to ensure all services were terminated.

Despite this, on June 11 I received another invoice with charges for late fees and reactivation, which I find completely unacceptable, given that the cancellation had been requested multiple times since May. When I asked to speak with a supervisor or file a formal complaint, I was told it was not possible and that their policies do not allow customers to escalate the matter.

After insisting, I was finally able to speak with a representative who escalated the issue. Today, I received a call from an executive representative and was able to submit a final cancellation request for the cloud service, which had remained active without justification.

I am deeply dissatisfied with the poor service, the lack of proper customer care, and the limited options offered to resolve this type of situation.

It is unacceptable to continue billing for services that are no longer in use and for which cancellation was repeatedly requested. I respectfully ask that my account be reviewed and that all unjustified charges be removed.

Sincerely,

Ileana Perez

Commercial Client

Yo quiero que eliminen esta cuenta con libre de costos. Yo pedi un servicio de fibra optica y como no habia me dieron la caja alterna.La cual NO funciona.Llamo y una me dice q no hay fibra optica y la otra me dice q hay.Cuando llamo para cancelar ya que no me ha dado servicio me ofrecen la de 100mb y con 10$ discuento por un año.Yo le digo el tecnico dice NOOOO hay fibra optica en la Urb...Me dice si q ya esta reparada, le digo y porq no me la han puesto si me dieron la caja alterna en lo q arreglan la averia.

Dice,No eso es lo q se va hacer ponerla ahora.Y si no fuciona te lo cancelamosa.Pues hoy el tech Will Fratecilli verifico en el centro con el pin y dice no hay fibra optica.Llamo y le digo que engañan a la gente pirq ellos pueden verificar si o no hay servicio en la area.Te hacen coger un contracto pero luego decirte que si no cumpki lis 2 anos de servicio( la cual esto del contracto li supe en la llamada de Marzo 27, 25) y no son $50 son $175.00.y lo tiene q pagar antes de cancelar.Yo entiendo si el servicio funcionara y yo lo quieri terminar pues ya es otros $20's. Yo solo quiero entregar la caja y seguir con un servicio q funcione.