Question: Ever since my friend’s father died in January, he’s been trying to change the phone billing customer name to his own. After explaining that he lives at the original billing address and was taking over payment of the bill, he was told to submit a death certificate, copy of the will and a notarized statement that he was the executor of his dad’s estate. My friend felt that was quite invasive, so asked if he could simply add his name to the bill or cancel the account and open a new one under his own name. He was told that either request would still require the same documents. I realize Hawaiian Telcom has to have safeguards to avoid unauthorized requests for billing changes, but it appears that the customer service staff is not thinking things through to truly be of service to someone who wants to continue receiving service. Why is all this paperwork necessary?

Answer: The requirement for specific legal documents was made "to protect our customers’ information, and we apologize for any misunderstanding or inconvenience this may have caused," said Hawaiian Telcom spokeswoman Ann Nishida Fry.

If you are an authorized party on an account, you can make changes, but only with the account holder’s verbal or written authorization, she said.

Hawaiian Telcom does not allow this to be done once someone dies.

To safeguard customers’ information and privacy, Nishida Fry said Hawaiian Telcom requires two documents if the person requesting a change is not an authorized party on the deceased’s account:

» A copy of the account holder’s death certificate, a public document, to confirm the death.

» A copy of a legal document granting the requester the authority to make decisions for the deceased.

Nishida Fry said examples include a probate court order, a power of attorney or a signed affidavit provided by Hawaiian Telcom.

A copy of a will is not required, but could meet this requirement, she said.

"These measures were adopted to prevent issues that have come up in the past, such as disagreements among disputing family members or estranged parties who want to keep a phone number that has been with a family for years," she said.

Other cases have involved refunds or balances.

"In many situations when an account holder passes away, multiple parties, including siblings, children or other relatives, are involved, and without a legal document to guide us, it’s not clear who is authorized to make decisions on the deceased’s behalf," Nishida Fry said.

She said Hawaiian Telcom regularly re-evaluates its policies so "that they are balanced and sound," adding, "Special circumstances can be discussed with a supervisor."

Question: Do you have information on how the huge windows at the interisland terminal, near gates 55 and 56, were broken? Can someone explain when the windows were broken and how? How much will it cost to repair/replace them?

Answer: According to the state Department of Transportation, the cause of the cracks in those 8-by-6-foot, half-inch temperered glass windows "is unknown."

It will cost approximately $18,000 to replace the two panels, but bids are being evaluated.

Once a contract is awarded, it will take approximately six to eight weeks for shipping and installation, a DOT spokesman said.

Mahalo

To a special fireman. On Sunday, April 5, a firetruck came to our neighbor’s home in Pearl City for an emergency. My 4-year-old grandson was mesmerized watching the firemen work from our driveway across the street. One of them waved at him several times as he walked back and forth to the firetruck. When they were ready to leave, the fireman waved at Brayden to come over, then lifted him up to the front seat. We were able to take a photograph. Our family would like to express our appreciation to this special man for his kindness, giving my grandson an unforgettable opportunity. — Grandma MC

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