BBB Accredited Business since

G C I

Phone: (907) 265-5600 Fax: (907) 868-5676 View Additional Phone Numbers 1551 Lore Rd, Anchorage, AK 99507 View Additional Email Addresses


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Description

This company offers communication services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that G C I meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for G C I include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 77 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

77 complaints closed with BBB in last 3 years | 24 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 33
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 38
Total Closed Complaints 77

Additional Complaint Information

BBB files indicate that this business has received complaints concerning service issues. Consumers allege G C I charges them for services they are not able to utilize. Consumers also allege they do not receive all services as advertised.

Customer Reviews Summary Read customer reviews

1 Customer Review on G C I
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: February 16, 1997 Business started: 01/01/1979 Business started locally: 01/01/1979
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Alaska Department of Commerce Community & Economic Development
550 W 7th Ave Ste 1500, Anchorage AK 99501
http://www.commerce.state.ak.us
Phone Number: (907) 269-8110

Business Management
Mr. Phil Lielasus, Customer Advocate Ms. Pebbles Athanasiou, GCI Public Affairs
Contact Information
Principal: Mr. Phil Lielasus, Customer Advocate
Customer Contact: Customer Service, Complaints
Business Category

Telephone Communications Television - Cable, CATV & Satellite Internet Services Internet Access Provider Cellular Telephone Service & Supplies

Alternate Business Names
GCI GCI Cable Inc

Customer Review Rating plus BBB Rating Summary

G C I has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1551 Lore Rd

    Anchorage, AK 99507 (907) 265-5600 (907) 786-9260 (907) 265-5400

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/4/2015 Problems with Product/Service
3/30/2015 Problems with Product/Service | Complaint Details Unavailable
3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I switch from *** to ******* and my friends that have Gci cant call me or text me I put a ticket in with ******* and they did a full investigation they said it was not on ******* end my daughter in law has GCI and they told her that it was not on Gci end I have ticket #****** from ******* Account_Number: ************

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Get the problem fixed

Business Response: *** confirmed that the switch issue between *******/***/GCI has been resolved and ticket was closed with *******. As neither GCI or *** was billing the customer for service during the effected time period, we are unable to provide any credits. The customer is advised to contact his billing company ******* to requests credits.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
It not ******* fault it was *** /gci and i was billed for i had to pay 20 dollars a month per phone for breaking contract.i was asking for the month i didnt get calls from gci i would like that money i was charge per phone per month for three month.

Business Response: Unfortunately *** was never a GCI customer and our response to him was as a cuurtesy. Because he was never a GCI customer we cannot comment any further about ***** service issues. The BBB needs to redirect ***** complaint to the correct carrier.

3/23/2015 Billing/Collection Issues
3/17/2015 Problems with Product/Service
3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is with the fact that GCI has a data use limit on their internet service. This is the first cable service that I have done business with that has such limits. I wonder if it is due to the fact that they have such a stranglehold on the cable/internet services in Alaska; that is comparable to a monopoly. We here on Fort Richardson have but one choice for our cable service: GCI.

Desired Settlement: Remove data limits from all internet services.

Business Response: GCI's Terms and Conditions of Internet Service state under the heading "Usage Amount" the following: To ensure high quality and affordable Internet access for all GCI Internet subscribers, some GCI products include specific amounts of usage for a base fee as defined on our web site at www.gci.com. GCI would also like to point out that if ***** would do a little research he would find out that GCI is not the only Internet Service provider available to him. GCI has always believed that competition is best for the customer.

3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For two months now my bill has had errors. For the month of December I was bill on my Cell phone Data was billed an extra $60 it should have only been an extra $30. By data use for the month of December was 11.3 Then again it happen just in January. I was billed an extra $45. I knew for a fact that I didn't go over on my data. I called and ask and my data use for the month of January was 11.3 AGAIN! There must be some kind of error in their system.

Desired Settlement: I would like a refund of my data overage error and would like a professional hired to look into all the overage that everyone has been getting billed on there cell phone data as well as their Internet Data. It is very ridiculous. There has to be a way for it to be measured correctly. I have to unplug my internet modem just so that it doesn't continue to use my data.

Business Response: *** has made it a repeated practice to call GCI monthly to dispute his data usage. GCI has audited his usage and found that is indeed valid. GCI provided a one-time courtesy credit in February of $15.00. GCI also provides tools for our customers to use to track their own usage. *** has been advised of these tools but still insists that the usage is not valid. GCI has no control on how or when *** uses the service provided but stands by its findings that the usage billed is correct. No refund is warranted or will be provided.

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I returned equipment money was withdrawn from my account and left a negative balance of 150 dollars on my account which was on a debit card that was cancelled due to the hacking of **** ***** and our banking institution cancelled and reissued all new cards... The GCI employees refuse to make any restitution of any form because I don't have that card anymore. It's been over a year and they have promised me many times on multiple occasions that the refund would happen after we go round and round about me not knowing the number of the account the card was..it's still the same bank and account and only the last 3 numbers have changed. My address is still the same for 25 years and they assure me each time the refund will be in a few weeks...

Desired Settlement: I want my closed account to not have a negative 150 dollars that they owe me and know it...

Business Response: Due to an oversight, ********* refund of $159.30 was not processed by GCI. GCI has now completed the process to refund the credit card. GCI regrets the oversight.

3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: GCI continues to charge us for cable despite several calls to them to explain that our cable is covered through our condo dues. During those calls they agree to stop charging us but then they continue to charge us. They are telling us now that we have to call again to tell them to stop and that an email won't work. We have responded that we want it in writing because they have so far not complied with our request to stop charging us. We have stopped the payment source now and they have sent us a past due notice.

Desired Settlement: We would like the charges reversed and for the continued inconvenience of dealing with this, we would like payment of $250. This will cover the cost of the time it has taken to deal with this issue.

Business Response: GCI notified **** on 2/19/15 via email that it intended to credit her account a total of $476.43 of which $281.23 had previously been applied.

3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my cell phone service was cut off without notice and it was enormously difficult to pay bill using customer service number for pre paid then I was cut off by ******** 2/25/15 9am. and then same with *******

Desired Settlement: DesiredSettlementID: Refund I shouldn't have to go thru this kind of stress. give a customer notice before shutting off phone this is is horrible customer service

Consumer Response:  
Better Business Bureau:

I went into the airport road store and I spoke to a supervisor at another store via phone I requested changes be made in their phone system and the problem was resolved. thank you

**** *****

Business Response:

On 11/25/14 ****** Lifeline service with GCI was suspended due to invalid paperwork.  GCI had left a message for **** on 11/18/14 and then spoke with her later that same day about the need for her to submit the necessary paperwork.  Lifeline is a federal program with very strict rules that must be adhered to. With no response from **** for corrected paperwork GCI had no choice but to suspend her Lifeline service until GCI had valid paperwork.  On 11/26/14 **** visited a GCI office and decided to switch her number to pre-paid service rather than re-accomplishing the Lifeline paperwork.

2/24/2015 Problems with Product/Service
2/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This complain is regarding to wireless internet charges, through a hotspot service, that are not correlated to my use of the service. In November 2014 after reaching 19 GB of data usage one week before the end of the cycle I removed the SIM card of the hotspot device and shut it down as I have a data limit of 20 Gb per month. Even though the GCI usage page for my account showed no additional activity for the whole week I was then charged $30 for a theoretical usage of 22-something GB, 2 GB above my limit. I went to the GCI office at Bentley Mall, Fairbanks, and the support technician ******** kindly commented to me that there was a technical issue at the end of the cycle and cancelled the $30 dollar charge. This month (January 2015) I monitored the usage to the last day of the cycle and although I never reached 20 GB I was charged this time $60 for a theoretical usage of 24-something GB. I went on Friday January 23rd to the Airport Way store and spoke with ****** **** who commented that at that time could not check my usage at the system. Although I explained my previous experience with the overcharge he said he couldn't do anything until Saturday or Monday. As I didn't agree with the response I asked for the name of the responsible person for customer support in Fairbanks ***** ***** at ****** **** ****** and asked if the only solution I was being offered was to terminate my service. The next day he left a message on my phone only to state that he could check the usage and was over 24 GB. On Saturday 24th I went to the Merhar Avenue Store to spoke with **** ***** but she was not present. I spoke to ***** ***** who kindly heard me reciting all the issue again. She told me that she would communicate the problem to **** ***** and that she was going to call me to solve the issue on Monday 26th in the morning but I did not receive any call at all. I understand that the GCI usage page is updated near real time but I doubt that "near real time" means weekly and at the same time the overcharges don't correspond to my usage until the end of the cycle. Also being my only option so far to solve this problem to terminate the service shows disregard for the customer. I am also a GCI cell phone customer and I wonder if GCI is miscounting my internet cell phone usage in my hotspot service although what I'm paying for the cell phone includes its own internet usage, it is not shared with another service.

Desired Settlement: Stop overcharging and solve this issue so I don't have to visit the stores every two months with the same problem. This is not only disrespectful but a terrible customer service experience.

Business Response: Initial Business Response /* (1000, 6, 2015/02/13) */ GCI's usage viewer on the "At-A-Glance" page, is updated near real time. The daily detail will total at the end of the day. **** indicated the usage viewer was not reflecting any usage when he checked it online. GCI has credited his overage ($60). Should he run into any problems with the usage viewer going forward, please take a screenshot of the viewer and email it to *******@gci.net so that our technical team can investigate. Additionally our technical support team can be reached at X-XXX-XXX-XXXX XXhrs a day, 7 days a week. Initial Consumer Rebuttal /* (2000, 8, 2015/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted over the phone by ******* ** from GCI and he provided to me the same response which I find satisfactory, therefore the case can be closed. Thanks.

1/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed a 2 year contract in June 2014 for wireless internet service. 10,000MB per month for $59.99 per month. Every time I even get close to that number, they automatically add $15 to my bill. Three times now I have NOT reached or gone over the 10,000MB and they've charged me an extra $15. They have always reversed it, but I have to call them to have it done. Customers are not allowed to break the contract, why can GCI? I have asked to switch my contract from wireless internet to home internet. They said they can't do that either. I can take out both contracts, but they won't transfer it to the other product (home internet).

Desired Settlement: A change in policy. I would really like to have my contract switched over to home internet. It's all with the same company, it's not like I am leaving GCI. I would still be using them, just more internet usage for the same price. And don't charge me until I have actually gone over my usage limit.

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ After reviewing the wireless service contract signed by ***** on 6/19/14 GCI has found that she signed up for a 5,000 MB data package not 10,000 MB as stated in her complaint. On 9/2/14 she upgraded to a 10,000 MB data package. Her September invoice reflects this change in data package as well as the additional data charges for exceeding the original 5,000 MB data package. Each additional 1,000 MB "bucket" is billed at $15.00. This charge is also noted in her contract. To date, no credits have been applied to her account for these additional charges. Once ***** completes the terms of her contract she is free to cancel her wireless service and establish home Internet service without paying any early termination fees. Initial Consumer Rebuttal /* (2000, 7, 2015/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Not that I really accept the response, but clearly GCI is not willing to satisfy their customers. I did originally sign a contract for 5,000 MB and then upgraded to 10,000. However, I have been credited twice because GCI charged an extra $15 when I had not gone over. At least they said they credited my bill, would not surprise me if that was a lie.

12/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Billing, contract and refundIn August 2013, I signed a 2-year contract for the cellular service, with three phones on the same account. One was the "main" number with Alaska800 plan @$29.99/month, and two others were on a partner fee of $9.99/mo. Later, I moved all three accounts under my business' name. I was told that the service will be exactly the same. In December of 2013, I asked to change the plan to the Nationwide500 in order to avoid expensive roaming. In January 2014, I called GCI and asked to reinstate the Alaska800 on my account (all 3 phones). GCI did not switch all three phone numbers back to the Alaska800 as I requested. Instead, they only switched two lines, leaving the third phone (a partner phone on a $9.99 fee) on the Nationwide500 ($39.99/month). So, for the period from January 2014 till now they were charging me for unsolicited service $39.99 plus fees. This is at least $30/month overcharge. Without warning, we stopped receiving messages about cellular data overuse. I understand that GCI voluntarily provides this service, but the cancellation was not announced. That caused an overuse and an extra fee of $150. When I asked why she did not receive the warning, GCI representative told me that "we don't send warnings to business accounts." As I mentioned before, I was told that the service will be exactly the same and was not given any notices about service changes when switching to business. I called GCI 10/07/14 and requested a refund of $300 for the unsolicited service, a switch back to the Alaska800 or Nationwide500 plan for all three phones with the $29.99 "main" phone fee plus two additional lines at $9.99. They told me that they no longer offer this plan (that is written in my contract) so I will need to have separate plans for each phone, minimum $29.99/mo, an increase of $40/month in comparison with original terms of the 2-year contract. The contract will remain in effect till August 2015. So I see no reason why I can not have my original plan terms back. Product_Or_Service: Wireless contract Account_Number: acct XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund and reinstatementI want GCI to:- reimburse all Nationwide500 fees for the period from January 2014.- Put all three phones on one plan, as it was agreed in the original contract (Alaska800 or Nationwide500). -put two additional numbers on $9.99 partner fee as it stated in the original contract. -remove $150 data overuse fee because they did not inform me about stopping of the warning messages. I want GCI to stop a fraudulent practice of changing terms of binding contracts as they please.

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ GCI has contacted ******* and resolved this complaint. Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most problems have been resolved. However, on the last bill (10/26/14, inv. XXXXXXXX) I still see a duplicate plan charges: on XXX-XXX-XXXX $26.99 for the Alaska 800, and, in the same time, $39.99 on XXX-XXX-XXXX for the Nationwide500). The charge of $26.99 should be removed. Final Business Response /* (4000, 9, 2014/11/19) */ GCI has contacted ******* to explain the billing and applied an additional credit to the account to resolve this issue.

11/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for internet service with GCI. I had service for 2.5 months and started off with 100 gigs a month. My husband and I are the only internet users in the household and we both are gone 12 hours of the day we also sleep around 8 hours of the day. We use the internet on average 3 hours a day. We stream on average 4 standard definition movies a week and do very mild internet surfing. The first month we were close to going over the allowable usage so we upped the plan the second month we were close to going over the allowable usage so we upped the plan to the maximum usage limits of 300 gigs. The last month we were very close to going over 300 gigs. Our internet usage never changed yet GCI claimed we were using massive amounts of internet. According to GCI's website usage calculator found at the following web address http://www.gci.com/internet/estimate-your-monthly-broadband-usage to use 300 gigs we would have had to stream 19 high definition movies a month, view 195 web pages a day, stream 12 hours of music a day, download 98 pictures a day and download 49 email attachments. This is 10X more then our usage for the month yet we are reaching 300 gigs. I complained on several occassions to customer service on the phone and in person and they told me that they were unable to give me details on the usage. Our internet is password protected, our two computers have virus scanning software and we do not have any data using appliance that are on during the day while we are at work. GCI please explain details of how this is possible, I feel that your data calculations are fraudulent and that your company wanted me to continue to upgrade my service to receive higher premiums.

Desired Settlement: I feel that it is only fair that I do not have to pay for my last bill due to false advertisement claims.

Business Response: Initial Business Response /* (1000, 6, 2014/10/20) */ GCI has reviewed *********'s account and found that on the three invoices sent to her none included any charges for Internet overages. This information was provide to ********* via email on October 15th in reply to her email to GCI. GCI would also like to point out that on October 15th ********* cancelled her GCI Internet service. Initial Consumer Rebuttal /* (3000, 8, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason why there were no overages is because I continued to bump up the amount of allotted Gigs which also bumped up the cost. I feel that your system that keeps track of usage is inaccurate and according to your website and the information that I posted previously it is absolutely impossible for me to use that amount of internet. As stated before we are not home to use the internet but 3 hours of the day we continued to bump up the amount of Gigs (pay more) and GCI continued to show that we were using more internet when we were not. This is a problem and GCI needs to write off the bill due to fraudulent charges. You are absolutely correct that I cancelled my service due to the facts that I have presented. Again my main reason for contacting you through the BBB is to find an acceptable solution to the fact that I have a bill for services that I feel are fraudulent. Final Business Response /* (4000, 10, 2014/11/03) */ GCI stands behind the accuracy of its usage tracking. ********* did not get charged for any over usage precisely because she upgraded her Internet plan before going over. The billing is correct and due as presented. ********* has now paid her account in full after GCI applied a courtesy credit of $34.26.

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I currently have two smart phone plans, internet and cable through GCI. On a consumer billing on August 20th, 2014 - GCI billed my account $25 in excess of contractually allowed charges. Over the next 3 weeks, they did nothing, and then allowed the credit card auto pay to be processed on the 15th for the excessive amount. I called GCI customer service on 9/16 to complain about excess charges. The GCI support rep whom I talked to said it was a known issue with the billing software for August and credited the over charge (difference of $240 and $212) to my September billing (that I have not yet seen). To my understanding it was a known issue with their billings, and they never proactively issued a credit or reached out to customers in the 3 weeks between the invoices and when i called. Because I am an auto pay customer and rarely if ever look at my bills, I felt like they were taking a wait and see approach if customers complain, and then refunding the balances. I emailed customer service on the 16th explaining the above, and asking why they had not already credited the amount (what about the other customers who didn't notice / care). To my undersanding this billing glitch affects all customers who receive internet, phone, and cable services from GCI. I received a phone call from an assistant manager on the 17th around noon. What I was seeking was an apology and assurance that this wouldn't happen again - the call quickly turned into an argument. The GCI employee stated that they had only found out yesterday about the billing issue, although bills were sent out on the 20th and due on the 15th, and were working to address it (which doesn't pass *** smell test). I stated that a 'courtesy credit' that is a refund of the demanded and received overpayment isnt great customer service. He ended up refunding the amount due me plus $25 to future statements (again not verifiable until i receive september billing). Additionally, the internet at my house has been working sporadically since this summer. I first called to ask for support in July, GCI CS said there was a 'known issue' in my neighborhood and they are working on it. Sporadic internet coverage has continued, and i called CS again on the 16th to address it. GCI support tech said there was a known issue of a noise floor being too low, and that they were working on it. Two months later....

Desired Settlement: Increased transparency and admittance of fault. Prorated refund of charges billed for internet while service has been sporadic (July '14 - present).

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ The billing error referenced in ****'s complaint was credited to his account twice; on 9/16/14 and on 9/17/14. GCI will continue to monitor and credit his account until we are certain the billing is correct. **** also has an open trouble ticket for the cable modem issue waiting for him to contact GCI back. Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) GCI again billed on 9/20/14 in excess of contractually allowed charges again by $25.00. This payment is due on 10/13. In order to avoid late charges or potentially damaging my credit, I am forced to pay an excessive amount to GCI for services rendered. I emailed GCI customer service on 9/23 to both of their CS email addresses (*******@gci.com, and *****************@gci.com) asking for them to refund the charges billed in excess and received no response. it is one thing to say you are monitoring my account for mis-charges, it is another thing to take action/ and or respond to consumer requests. Final Business Response /* (4000, 9, 2014/10/07) */ **** received no response to his emails as GCI has been responding to the exact same complaint vis the BBB complaint. The same person is responsible for responding. Once again ****'s account has been credited the appropriate amount which he can easily verify by calling customer service. ****'s account continues to be monitored until the billing is correct

10/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called GCI to pay the balance due to clear our account to zero at the end of the month, (I called right on the due date) They (GCI) billing came out on X-X-XXXX which indicated that we owed more than the amount they told me. *** ******* paid to buyout the remainder of a contract to upgrade, the amount due at the time was $104.79 but GCI took that payment and applied it to a bill they say we owed them. But I called to pay for the total amount due already.

Desired Settlement: GCI need to apply the $104.79 to the buyout of the contract and not use it for something not authorized by *** *******.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ *******'s August 6th invoice had a total balance due of $664.32 which included a balance forward of $193.66. The payment due date was August 28th. Three payments were received; one on August 8th for $193.66, one on August 9th for $104.79, and one on August 28th for $115.88. The total of these three payments is $414.33 and all reflect on her next invoice. $299.99 in credits were also applied to her account leaving her a balance forward of -$50.00. Her next invoice was run on September 6th with a total balance due of $304.70 which includes the early contract cancellation fee of $104.79. Payments are automatically applied to the oldest charges first to keep the customer from going past due and incurring late fees and finance charges. This is what happened with *******'s billing. If the $104.79 were to be applied to the charge on the September 6th billing she would have had a past due balance forward on her August 6th billing and be subject to late fees and possible suspension of service. Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) On August 28, 2014 I (*******) called GCI to pay the total amount due, the GCI customer agent told me, the total amount due is $115.88 and not $193.66. When *** made the payment of $104.79 to pay the remainder of the contract, the GCI agent said that he's all clear on his bill, upon paying for the contract. *** didn't authorize this payment for anything else! I am appalled that GCI would say we would possibly be in suspension of services when we wouldn't be over on our account. GCI is charging too much for pretty bad service here in the village. Making all customers who have an account with GCI! They make themselves look pretty bad. Final Consumer Response /* (4200, 11, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) GCI is charging way too much for services that don't work in the village! We can't use our cell phones in our own homes, always dropping calls. They provide bad services. When I called on August 28, 2014 the due date, our balance due was 115.88 and not 193.66 as stated by GCI. Final Business Response /* (4000, 13, 2014/10/07) */ GCI would be more than happy to provide ******* copies of her invoices so she can see for herself that GCI has billed her correctly. Aside from that there is little else for GCI to add to its response.

10/9/2014 Billing/Collection Issues
10/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I switched my mobile phone service from ************ to GCI in April 2014. I ported my cellular telephone number from ************ to GCI and began prepaid cellular telephone service in April 2014 by signing up at the GCI store in Juneau, Alaska. I was paying for the service regularly. Some of the transactions were performed by credit card and many were done with cash. My last transaction to purchase prepaid airtime was done with cash at the GCI Store in Fairbanks, Alaska. I have recently moved back to Alberta Canada and I have no GSM cellular service where I now reside. I contacted GCI on Sunday, 7 September 2014 to disconnect the service and request a refund for the remaining credit that I have with GCI. My account number with GCI is XXXXXXXXX. The previous cellular telephone number was (XXX) XXX-XXXX and the account credit is $37.00USD. I was told by a GCI customer service supervisor that the credit was non-refundable and I could not receive it back. I further explained to the supervisor that I have returned to Canada on a full time basis and I did not have any intention to resume service with them. I further expressed to her that I am currently in Alaska until the end of the week and I would be glad to pick up the refund at a local GCI store, but she told me that I still was not entitled to a refund for the remaining credit. I feel that the act of retaining my money is theft and should not be tolerated.

Desired Settlement: I am seeking a complete refund of the remaining credit that I have in the amount of thirty seven dollars ($37.00USD) and in a timely manner. Furthermore, I am also asking for GCI to make it POLICY for all customer service representatives to promptly inform customers that purchasing voucher for prepaid cellular service is NON-REFUNDABLE. Keep in mind I am not a resident of the United States and I have no intent to resume residency in the United States. For GCI to retain my credit must not be tolerated per the given circumstances and it is my solemn request to receive compensation for the remaining credit and be given the opportunity to retrieve the credit from any GCI store in Alaska.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ Until recently GCI had a no refund policy for un-used prepaid minutes. With the policy change GCI has processed a refund request and mailed it to the address of record in Canada. Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am satisfied that GCI handled my issue in a timely manner. However, the check that was mailed out to me has been rejected by my bank. I will be seeking another means to receive my refund from the company. Final Business Response /* (4000, 9, 2014/10/06) */ GCI regrets that it is unable to assist ******* any further in this matter beyond issuing the refund check. Final Consumer Response /* (2000, 11, 2014/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be in contact with them to see about obtaining the check from them at their main office after our Thanksgiving holiday on 13 October, 2014.

10/6/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: They sent my bill to the wrong address. I payed my bill on time anyways. They still made me pay for the same month. I made 2 payment for the same month. And now sent me a 300$ bill

Desired Settlement: Get my money back

Business Response: Initial Business Response /* (1000, 6, 2014/09/08) */ In her complaint ****** fails to mention that on 5/8/14 she signed up for cable TV ****** service with a 2-year commitment. On 7/25/14 ****** disconnected her cable services without fulfill her two-year agreement. Her billing, dated 7/25/14, includes a charge of $210.00 for early termination fees. In addition, GCI records show that since signing up for cable service in May ****** has not made a single payment on her cable account. All payments that ****** has made were made to her Internet account only. Initial Consumer Rebuttal /* (3000, 8, 2014/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid all my bills on time. According to your website I paid what it told me to pay. And the pay my bill website accepted it. It's not my fault that the cable wasn't included in the bill Final Consumer Response /* (4200, 12, 2014/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is no excuse as to why they sent my bill to the wrong address. They are in the wrong. Even when I didn't get the bill I still made a payment. I cut off the services because they cut off my cable. Final Business Response /* (4000, 14, 2014/09/16) */ GCI has nothing new to add to our response. ****** needs to make an immediate payment to keep her account from being turned over to *********** ****** *********

9/15/2014 Problems with Product/Service
7/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved to alaska for work and signed up for cell phone service through GCI. i had to leave alaska due to medical reasons and was being charged for a service i was unable to use. i had called multiple times to try and explain i was hospitalized and could ot use their service for the remainder of the time because I was not in the service area. No one was helpful or could lead me to some sort of resolution to be able to stop the billing. They should have let me out of the contract when i had to leave due to medical reasons. i was being charged for a service i could not use

Desired Settlement: I feell they should clear my charges due and take me out of collections

Business Response: Initial Business Response /* (1000, 5, 2014/06/26) */ According to GCI's records Ms. ****** established cellular service with GCI on 4/19/13 and added a second cell on7/14/13. On 9/13/14 Ms. ****** called Customer Service to make a payment and update her mailing address. On 11/14/13 she called Customer Service to review her billing. The last call on record from Ms. ****** was on 12/2/13 to change her cellular calling plan. GCI could find no record to indicate that Ms. ****** notified GCI of her situation. In addition, she received two phones at a discounted price for signing a 2-year service contract on each phone. The amount sent to**************************** for collection on 4/29/14 was $1,066.75. Per her signed contract this amount is owed to GCI by Ms. ******. Initial Consumer Rebuttal /* (3000, 7, 2014/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Around september 10th all my bills were payed GCI interrupted my service for no reason not letting me make or receive calls which is completely unethical. When I called them I asked why my service was being interrupted when my bills were payed her response was " oh, I needed to get a change of address and I figured this is he only way I could get a hold of you." No cellular company should ever interrupt a paid cell phone service for a personal question. When I explained my situation to her she told me to call back cause she didn't know. This was in seattle Washington when I was on my way back home for health care. I talked to her on 9/13. After I got home to Michigan and my health care was being addressed, I called 11/14 to try and get out of the contract by telling them I would not be in the service area and would not be able to pay or a cellular service I could not use. Again, I explained my situation and she said since I signed a contract there is no way for me to get out of the cellular service even if I'm out of the service area because that was in the contract. I explained I am out of the service area and had to leave work due to medical reasons, and asked what I should do to address this. I called the main number in anchorage and still no one helped me. Finally on 12/2/13 I got a letter in the mail charging me additional charges for not paying the previous month I did not have service. AGAIN, I called and told them my situation, that I CANNOT pay for a cellular service, when I am not in the service area. The letter also threatened to send me to collections if I did not pay. I told her I can provide proof through my employer, proof of my medical bills, and proof through my address. She said there was nothing she can do and recommended that if I switch my service to the lowest possible plan that they won't send me to collections in the 30days and it will "buy" me more time. That's why I switched the plan to the lowest possible one because they were opposed to rectifying the situation and I didn't want to be paying even more than I had to be on a plan I oils not get service on. After several calls and unethical business practice I do not believe I should be billed for the service that I COULD NOT USE. I don't feel I should pay back charges of late billing services as well. Final Consumer Response /* (4200, 11, 2014/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was out of the service zone November and December due to medical reasons and should not have to pay for the service I was not able to use. Final Business Response /* (4000, 17, 2014/07/15) */ Ms. ****** signed a two-year service contract with GCI agreeing to maintain service during the entire period of the contract. She broke the contract. Also, Ms. ****** is mistaken on the reason her cell service was suspended. It was suspended for non-payment not to ask any personal questions.

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been with this company for 6 years due to them having a monopoly in the city where I lived and have filed numerous complaints with them. Because of a serious failure to provide decent cellular service I cannot complete calls for work or everyday correspondence with family and friends. My internet from them is just as unreliable. When I have contacted their technicians to address the issue they have not contacted me back or given any verification that something has been done. I have filed over a dozen complaints with their techs in the last year. Yesterday I finally got so frustrated with the terrible service I told them I wanted to cancel my contract due to their inability to provide their advertised service. They proceeded to tell me they only had two complaints on file from me and that I hadn\'t contacted them in months and therefore I had no valid reason to cancel. I was then told that if I had a problem with their tech department I needed to contact them and handle it myself.

Desired Settlement: I would like to be released from my cellular contract immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/05/06) */ GCI notes that *** **** signed a new 2-year wireless service contract with GCI on 5/9/13 and received a free iPhone 4S. On 5/16/13 GCI extended the 14 day trial period for Mr. **** until 5/27/13 as a courtesy to Mr. ****. Mr. **** did not avail himself of this courtesy. GCI's wireless Terms of Service found on our web site includes the following information: Wireless devices use radio transmissions. If your device isn't in range of a wireless tower, you will not get service. And please be aware that even within your Coverage Area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage, and weather. From time to time, the Services offered by GCI may be interrupted. Interruptions of service may occur for any number of reasons. Use of GCI Wireless service constitutes the account holder's acknowledgment that both planned and unforeseen interruptions to service will occur from time to time. The account holder acknowledges and agrees that GCI shall not be liable for any harm or loss arising from an interruption of service, regardless of the nature and extent of the harm or loss. You further acknowledge and agree that responsibility for avoiding harm or loss arising from an interruption of service, regardless of the nature and extent of the harm or loss, is your responsibility and not the responsibility of GCI. Our coverage maps do not guarantee you service at any specific location, and your Coverage may change without notice. We do not warrant that your wireless device will work perfectly or will not need occasional upgrades or modifications, or that it will not be negatively affected by network-related modifications, upgrades or similar activity. The terms of Mr. ****'s contract allow him to cancel service without penalty in May 2015.

5/7/2014 Billing/Collection Issues
4/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After paying the balance due ($11)for my lifeline, I was charged $20 and had to wait for a new sim card. A different representative told me there are no charges to turn it back on. I was charged $35 for a prepaid sim card that does not work in my community. Been trying to get reimbursed and nobody seems to know how. I keep getting told I will get a call back but never get a call back.

Desired Settlement: I would like to get $20 credit and $35 credit for a total of $55 or reimbursement mailed to me as I have cancelled service as of 4/3/14.

Business Response: Initial Business Response /* (1000, 6, 2014/04/14) */ After reviewing *** *********'s GCI has credited back the $20.00 charge that appeared on his March 26, 2014 invoice. GCI has been unable to locate a $35.00 charges for a pre-paid SIM card. If *** ********* could please fax, to XXX-XXX-XXXX, a copy of his receipt for the $35.00 payment GCI would be happy to credit his account. As of this moment *** *********'s account has a balance due of $5.24.

4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our service through GCI is unreliable and inefficient. Within the city limits of Anchorage, our calls are frequently dropped. When someone leaves a voicemail, it can be up to 3 days before it comes to our phone. When we attempt to make outgoing calls, our phone returns with a call failed message. We have made frequent calls to tech support. We have asked that an engineer return our calls, but they do not call us We are now having to switch providers because we are on call for work and cannot rely on our phone service. GCI is still requiring that we pay the fee to cancel our contract even though they have not delivered us with reliable coverage and service.

Desired Settlement: I would like to be able to terminate our contracts without having to pay the termination fee due to the lack of quality of service and their inability to address our complaints.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ GCI's wireless policy found under Terms and Conditions on our web site state in part, "Wireless devices use radio transmissions. If your device isn't in range of a wireless tower, you will not get service. And please be aware that even within your Coverage Area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage, and weather." They further state, "Our coverage maps do not guarantee you service at any specific location, and your Coverage may change without notice." The *****'s wireless service contracts are up in November 2014. After they have fulfilled the terms of their contract they will be able to switch their services without penalty. Initial Consumer Rebuttal /* (3000, 7, 2014/04/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is reasonable for a customer to expect to make outgoing calls within the city limits of Anchorage. I do not have service on Northern Lights and Turnagin and on Abbott and the Seward Highway. The service is not obstructed. I cannot rely on the quality of service so regardless of what GCI does, I need to have another phone so people can get ahold of me. It takes up to two days for me to receive my voicemails. This is problematic because I use my phone for work. Final Business Response /* (4000, 15, 2014/04/17) */ GCI again emphasises the *****'s need to have a trouble ticket opened to troubleshoot and attempt to resolve their service issues. GCI can not waive early cancellation fees for service we have not had the opportunity to correct. Final Consumer Response /* (4200, 11, 2014/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The history needs to be reviewed further. There has been countless calls by both myself and Mr. ***** to technicians. I called to discuss service problems the week prior to filing this complaint.

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GCI has throughput limits on internet their high speed internet connections. This is because they also have their cable television connections to sell and want to limit video services like YouTube, ******* and ****. Their internet plans have progressively higher throughput limits, however the speed also increases with the higher limits. GCI is a monopoly in both their cable television and cable internet services which allows them to gouge their customers.

Desired Settlement: Remove the throughput limits for cable internet.

Business Response: Initial Business Response /* (1000, 6, 2014/03/25) */ The following is taken from GCI's web page titled Data Usage and You: To provide you with quality, affordable service, most of our service plans offer a generous amount of included usage. Most customers do not exceed the amount of monthly included amount but if you do, usage is billed at your plan's overage rate... Included usage allowances in our service plans assure affordable and reliable service for all customers... A small number of customers use substantially more of the network than is intended for their service plan. Left unchecked, this usage could affect the experience and cost to all customers. GCI believes the fairest approach to keep the costs down for all customers is to ensure that customers are on service plans that best match their needs and where applicable, assess modest charges for those with usage above their intended plan levels. Initial Consumer Rebuttal /* (3000, 8, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) "provide you with quality, affordable service" This canned answer is not sufficient. The Telecommunications act of 1996 provided GCI the funds to install fiber internet to upgrade Alaska's infrastructure, something GCI has neglected to do (in violation of the 1996 Act) until 2014. When an internet service provider buys access to the higher level network, it does not pay for the amount of traffic that goes through it, it only pays for access. GCI buys the port access from the tier 3 network provider and is not charged for usage. GCI then turns around and charges its customers if they go over an arbitrary amount of data. As to the quality of the service, I pay $160 for a 22 Mbps internet connection and I have never seen my connection go that fast. I am not even getting the quality of internet service that I am paying for. Final Business Response /* (4000, 18, 2014/04/02) */ While we regret loosing Mr. ******'s business, GCI wishes him well. Final Consumer Response /* (4200, 12, 2014/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) If GCI had no infrastructure problems then it would be able to provide internet access that the customer has already paid for without charging their customers for exceeding an arbitrary throughput limit.

4/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I terminated my service with GCI back in 10/2013 in person at the satellite branch in ********** ****. This was due to signing up with ****. When I received my fist bill after I termindated it, I called and was informed it was taken cared of. I asked for the confirmation number when I went to 5*************** and she told me she got nothing to provide but rest assure that it was taken cared of. Now, I was placed in Collection agency for $33 and cents. I cannot pay and will not for a service that was not rendered.

Desired Settlement: write off the charges for I have sent them proof that I signed my with **** and still was ignored. I need your intervention for it is detrimental to my cfedit.

Business Response: Initial Business Response /* (1010, 6, 2014/03/20) */ GCI records show that *** ***** disconnected service with GCI on October 13, 2013. *** *****'s November invoice shows billing for services thru October 12th. This was *** *****'s final billing which she never paid. GCI sent two additional billing invoices (in December and January) with no additional billing except late fees and finance charges. With no payment or contact from *** ***** her account was sent to *************************** on January 30, 2014. *** ***** can resolve this matter by contacting *************************** and paying this debt in full. **** ******** Customer Advocate **** ****** *** ***** **** Anchorage, AK 99503 XXX-XXX-XXXX ************ (toll free) ************ (fax)

2/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: GCI purchased the local cell phone carrier in Unalaska, AK in approximately Nov of 2013. Since then their billing and accounts receivable systems have not worked properly. I cancelled my service because of this problem. At the time of cancellation they claimed the amount I owed was approx. $260. Since then I have made a $90 payment on 11/25/2013, $90 payment on 12/20/2013 and a $90 payment on 1/3/2014. I just received another bill for $266.18 which included a wireless service fee. The invoice number is XXX-XXXXXX. The last 4 digits of my account # is ****.

Desired Settlement: Immediately update my account. Apply all payments made. If anything has been reported to credit bureaus I should be made aware of it immediately and GCI should correct it immediately. They might also want to consider improving the customer service skills of those that are employed at the Unalaska location.

Business Response: Initial Business Response /* (1000, 6, 2014/01/20) */ On 1/14/14 GCI spoke with ** ***** informing him that he made his autopay payments to his AK Wireless account and GCI transferred them to his GCI account. Becaus of this his payments were delayed in posting to his GCI account. His final GCI billing of $5.63 was credited as a courtesy leaving him with a zero balance.

2/4/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: January 24, 2014 Complaint regarding GCI Account Number: XXXXXXXXX To whom it may concern, I'm a fiercely loyal customer and I pay my bills on time (I have excellent credit scores to prove this). In fact, I have been with GCI since back when it was ****** ******** Last year, however, I had such horrible cell phone service I switched to **** but my internet and cable are still with GCI. Historically, I have paid the following: Cable: $63.07 Internet: $59.99 The problems started this year when I became an employee of GCI: ****** ****** I run camera for Denali Media for various events. Once I was "on boarded", I was told to go into a store and change my status to "employee". The next day, I was out in Eagle River and in an actual store....the employee told me to, "be sure I take off auto pay". She went on to say that it took months before her account was straightened out. I was told that same thing by not one - but THREE employees of GCI. I'm sure glad I listened. Imagine my surprise when, after switching to "employee status", I received new bills: Cable: $267.98 Internet:$119.98 This all began the week of parent teacher conferences 10/14/13. (I'm a full time teacher so that's how I know.) My supervisor turned out to be wrong in the end. There is no "employee benefit" when all you do is run camera for remote events. I immediately called to reverse the process. If you look into the notes of my account, I'm sure you'll see how I complained then "waited for the system to correct itself", but faithfully paid via phone EVERY month for my original services due on the 24th of every month. Today, January 24, I received a COLLECTIONS letter in the mail. Is it over? Nobody seems to be able to clarify. The funny thing is when I spoke to collections on the phone today, she reported that in the "notes" section of my account it shows a "courtesy credit" of $61.01. THAT WAS THE CABLE BILL I PAID OVER THE PHONE!!! IT'S A COURTESY CREDIT??? My new bills are supposed to be as follows: Cable: $61.01 Internet: $59.99 I'm not sure what to do at this point.

Desired Settlement: Since this is a known hassle for employees, someone needs to look into the system and correct the flaws. I would like to know that I can set up bill pay again and know that GCI is not going to take more money than what is due.

Business Response: Initial Business Response /* (1000, 5, 2014/01/27) */ *** ******** failed to mention in her complaint that she missed paying her October Internet invoice and has had a double bill since her November 1st invoice. When she called on 1/24/14 she was informed the balance on her Internet account was zero because GCI credited her the one month she had not paid as a courtesy to her for the confusion on her employee status. She also failed to mention that her November 1st cable invoice was so high due the October invoice being unpaid and adding additional services in expectation of receiving an employee allowance; which she found out later she was not eligible for. Again, GCI corrected the account billing. Final Consumer Response /* (2000, 7, 2014/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) GCI claims to have corrected the account billing. They were supposed to have that taken care of before and yet I received a collections letter in the mail. One department must not be communicating to the other.

1/30/2014 Billing/Collection Issues
1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in a 2 year contract with GCI for cellular service. It was a phone my boss instructed me to get, as I needed to use it for employee contacts and business. The service was terrible, most of the time my calls were either dropped mid-conversation or never reached me. I even had coworkers call me while standing right next to me, and my phone would not ring. I found GCI's cellular service subpar and not acceptable. I complained several times to customer service about this lack of service, and was told in response to "give us time to fix the problem" and "I will let my superiors know". I gave them a few months to solve this issue. During this time, I kept in contact with GCI, letting them know my service was still an issue. At this time, my employment was now being affected by not getting calls from my supervisors. I was in jeopardy of losing my job. I called GCI again, letting them know of my severe issues and irritation with their lack of proper response. I let them know it was my final time of calling (7th or 8th time complaining by this point), and that I wanted out of my contract, as they were not fulfilling their end of the contract. I was paying for a service that I did not receive. The customer service representative was dismissive and continued to tell me they would "work on it". I had enough. I told them to cancel my service, I would be getting cellular service elsewhere and let me out of my contract. The CSR was rude, obstinate, and uncooperative. I asked for his supervisor, and was passed on to another rude, dismissive and unhelpful person who said I would not be let out of my contract, that I needed to go through the "proper channels" by putting in a complaint. I explained I did this more than 7 times, and was blown off with no help. The person did not care, they kept repeating I would not be let out of my contract, regardless of getting service or not. I let them know I would be filing with the BBB, to which they did not care and ended the phone conversation. My phone number through GCI was XXX-XXXX and I currently have a phone number through them at ******** (my wife's cell) to which they combined accounts and are currently still charging the old contract charges to that account (which are over $500).

Desired Settlement: I want GCI to take the contract charges off my bill and let me out of it. I did not receive the services that they are charging me, and I now have a new account through another carrier that works for my needs. I expect GCI to remove the contract and remove charges for the phone number XXX-XXXX immediately.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ According to his account record, on July 25, 2013 GCI attempted to work with *** ********* on the wireless service issues he reported. He refused to troubleshoot with the GCI technician or even allow GCI to open a trouble ticket. He chose instead to disconnect his service even after being informed that there would be an early cancellation fee. Without his cooperation GCI cannot assist him with his service issues and GCI cannot waive the early cancellation fee. Final Consumer Response /* (3000, 7, 2013/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from GCI is misrepresenting what actually happened. The call that GCI is referring to (July 25) was my final call, after complaining for months prior to that. I was frequently told prior to that phone call (in other phone complaints I made), that they would open a trouble ticket and investigate the issue. I was also told by a GCI employee that they would "send someone to your neighborhood with a signal tester and get back to you in a week." I waited several weeks and got no response. I called again to inquire as to why they didn't get back to me, and they said no one ever came out to my neighborhood. All I ever got was a run around. I am not a stupid person, nor did I immediately cut my service to avoid a cancellation fee. I had given them many months to fix things, and was in danger of losing my job because my phone service was never working. It was ONLY after I said I was fed up, and to cut my service, did they say they would begin to look into it (July 25 conversation). By then, it was too late, I had given ample time, effort, communication and phone calls to have this fixed. I realize they are a big corporation with many customers, but they cannot refuse service and continue to bill me for services I never received. This is pure bullying, extortion and misleading on their part. After I cancelled my bill, they added $500 on to my bill. I have paid $200 of this and still have $300 left. I want the $200 paid back to me and the remaining unpaid $300 taken off my bill. Hopefully GCI will respond to this quicker than they did when I was making these initial complaints. Thank you, ********* ********* Final Business Response /* (4000, 9, 2013/12/23) */ GCI stands by the account record as referenced in our previous response. *** *********'s lack of cooperation with GCI in resolving any service issues combined with his knowing full well the financial consequences of cancelling his services early but doing it anyway have left him in breach of his contract with GCI and thus owing the early cancellation fees. No credits will be provided by GCI.

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I switch from **** to GCI in the hopes of having cell services when I travel out of Anchorage for work. However, the first two phones had (HTC 1 and Samsung Galaxy) only worked sometime when I was in Anchorage. I had problems with receive calls, making calls, connecting to the internet, voicemail problems and dropped calls. Finally, to resolve that issue I took the Samsung Galaxy 4G phone back in and paid for an LTE Samsung that hope would resolve all the problems I have experience in the past. The worked for a while with no problem and then I start to experience the same problems I had with the previous two phone. If a called dropped and I attempt to call back I may get a fast busy signal and then I would have to wait 5 minutes before I could call. Dropped calls would occur at home, work and there are some location in the city that I just had no services. If I need to connect to the internet to look something up I may get a message that services is not available.

Desired Settlement: I don't think I should have to pay for the failure of the cell services to work. When I originally looked at GCI my cell was suppose to be free with a 2 years contract. Nor, should I have to spend my time reporting the same problem to GCI. I am paying for a service and I have the expectations that it will work the way that it is suppose to work. I do not work for GCI. Enough is enough.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ *** ****** does not have cellular service with GCI. He ported his service to **** on 10/7/13. Final Consumer Response /* (4200, 11, 2013/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The key word here is services. I am paying for a service that I expect to work 24/7. Yes, I am aware of the cancellation fee. This was an expensive lesson. I be sure to share my experience with my family, friends and co-workers. Final Business Response /* (4000, 9, 2013/10/21) */ As *** ****** states, he disconnected his cell service before the end of his contract. *** ******'s account shows he was reminded of the early cancellation fees on at least two occasions before he disconnected his service but he chose to disconnect anyway. Business Response /* (1000, 18, 2014/01/10) */ The terms and conditions for GCI wireless service found on GCI's web site state in part: Wireless devices use radio transmissions. If your device isn't in range of a wireless tower, you will not get service. And please be aware that even within your Coverage Area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage, and weather. From time to time, the Services offered by GCI may be interrupted. Interruptions of service may occur for any number of reasons. Use of GCI Wireless service constitutes the account holder's acknowledgment that both planned and unforeseen interruptions to service will occur from time to time. The account holder acknowledges and agrees that GCI shall not be liable for any harm or loss arising from an interruption of service, regardless of the nature and extent of the harm or loss. You further acknowledge and agree that responsibility for avoiding harm or loss arising from an interruption of service, regardless of the nature and extent of the harm or loss, is your responsibility and not the responsibility of GCI. Our coverage maps do not guarantee you service at any specific location, and your Coverage may change without notice. GCI's position has not changed. *** ****** chose to cancel his cellular service with GCI even though he had signed a two-year contract and knowing full well the stated penalties in the contract for early cancellation. GCI will not be providing any credits to *** ******. Consumer Response /* (3000, 20, 2014/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true that I know the terms of the contract. I paid for a service with expectation of that service working the way it was suppose to. GCI is a local carrier for Alaska and it clean to me that they do have the capacity to provide wireless services that work. A definitely will encourage my family and friends to avoid their wireless service. I will also limited my business with GCI. Hopefully one day soon we will another more variable choose for phone and internet services.

1/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: About a year ago GCI convinced me that I could save money by having my long distance service with them. They told me that they would cancel my long distance with ****** They did not & I kept gettting billed. They said that I would receive a credid or a reenbersement from them for being double billed. Now they tell me that I have to send them copies of all my bills from ****** Nobody keeps those old bills. They originally told me that they would take care of that. They have lied to me at least 4 different times. My request is that GCI credid me with all the double billings. Thank you.

Desired Settlement: DesiredSettlementID: Refund Credit from GCI.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ GCI regrets the difficulties *** ********* has experienced with his long distance service. However, in order to be able provide the credits *** ********* is requesting GCI needs proof of the actual charges. Unfortunately, he needs contact ***** himself and request the invoices for the dates in question and then provide those to GCI. FCC rules prohibit GCI from requesting them from ***** and ***** from providing them to GCI. Once GCI has been provided the invoices the appropriate credit can be applied to *** *********'s account. The invoices can be faxed to XXX-XXX-XXXX. Final Consumer Response /* (2000, 7, 2014/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope that GCI will improve their business practices in the future. unfortunately they promised to take care of things that I was supposed to do.

1/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My problem with GCI, is that the data service in the rural communities in the YK Delta are unreasonably slow. We moved from Montana (far from somewhere where data works perfectly), and got to Bethel, AK in September. Since GCI has a complete monopoly on cell phones, cable, and internet out here (which is a HUGE issue in the first place), we were forced to switch from *******. When we picked out our phones we are informed that the data package is required for the phones that we chose. Ok, thats normal. Well we picked a data plan that closely resembled what we had previously had. The representative at GCI was more than happy to accomodate us with a 3GB data plan for each device. The issue is that GCI's networks out here are so completely inferior that we could never utilize 3GB of data usage per phone if we sat all month long trying to watch movies. In the last 3 months that we have had their service, I have managed to scrape 77MB, 351MB, and 317MB out of their data network. So overall I can get an average of 8% of my money out of their crappy network. I called to complain about a few issues, and I believe that I am being switched down to a 1GB plan on each phone, though I have yet to confirm that on a billing statement. So under that policy I would be consuming on average less than 25% of my possible usage. And I would like to stress that I AM TRYING to utilize the data when possible. Unfortunately at my house I get absolutely no data service. When working I get it very spotty. My second issue with GCI is the broadband internet. I believe we signed up for a 3Mbps plan with a monthly cap of 15GB of usage. Above this cap, we pay $0.01/MB. We like to take advantage of streaming TV services such as *******, but with capped internet it makes it impossible to do so. I could get a plan with a bigger allowance, but a plan with 40GB or 60GB of usage is $149 and $199 respectively. Considering that a single ******* movie will run about 3.5GB, even those INCREADIBLY EXPENSIVE plans will only allow about 1.5 hours of streaming video per day. At 3Mbps I could potentially use about 30GB of data per day, coming to a total of 900GB of usage per month. But I am capped at 15GB??? Thats less than 2% of what my plan should be able to accomodate. If I were to use the entire 900GB...I would rack up a bill of about $8,909.95 by my math at $10/GB. Why can't I just get what I pay for. GCI is a phony company and gets away with bullying customers out here because there is no competition. They probably cap internet because its cheaper keep all their customers withing their bandwidth capabilities without having to pay anything to upgrade their network so that their speeds don't lag from people using streaming video. That is the biggest downfall of cable internet.

Desired Settlement: I would really like to just cancel my data plan on the cell phone that I can barely use in the first place. I would far rather use the wifi in my house and the computers at work that be constantly frustrated with the crappy data network in Bethel. I have heard rumors of 3G but apparently thats been in the works for years with no results. Sounds like unkept promises to me. Also, I would like to have them held accountable for their sales reps in the stores out here. They should know as well as anyone that the data doesn't work worth a ****, so if that was me, I would tell someone who asks for a 3GB plan, that they should start a little lower to save money since it doesn't work well yet (if ever). Second, I would like to see the data caps removed and have GCI actually improve their network and be helpful to their paying customers instead of just stiffing us with a data usage cap. I have read online about how GCI said they weren't collecting overage charges, but those claims haven't been supported by their customers who are receiving the bill. In Montana, our internet was about $45 per month for a higher speed and no caps on our usage. It would be ridiculous to pay $200 or more to get a level of internet that would be mildly comparable to that. I'm sure that GCI won't upgrade their networks because of my complaint, but thats OK. I will just wait patiently until another provider finally comes to town to break up their monopoly and force them to compete for customers.

Business Response: Initial Business Response /* (1000, 5, 2013/12/30) */ GCI is aware of the issues regarding cellular data service in Bethel. We are planning to turn up 3G there but because of some issues regarding our towers it appears that we won't actually get 3G on the air until February 2014. A new cell tower will also be built in Bethel to provide improved coverage in the neighborhood at the north end of town and that is also schedule for completion in February 2014. Better data service is on the horizon. GCI is confident that no other Alaskan company does more to bring telephone, wireless, Internet, and TV, at fair and reasonable costs, to the Alaskan bush than GCI. If GCI is the only service provider of telecommunications and entertainment services in Bethel that alone speaks of GCI's commitment to the Alaska bush communities. GCI goes where others ignore. Final Consumer Response /* (4200, 11, 2014/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) GCI treats bush customers with no respect. Terrible company to deal with. Final Business Response /* (4000, 9, 2014/01/06) */ We are sorry ********** is not happy with our response but stand by it with nothing additional to add.

1/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I would like to complain about the high prices and below standard services that are provided. Here in bush AK, we are charged more for everything that people in ANchorage are charged for, yet we don't get everything that we should. For cell service- i am paying for the data plan so I can use my phone when I am away from wireless.....yet it doesn't ever load when I need to look up something. Over time my email will udate, but it's hours after the actual email was received. We pay for this service, yet we aren't getting it. TV/cable- we pay for local state channels, but we aren't getting them. Interent- we have been charged overage fees when we haven't been around to use the internet. I feel as though we have been wrongly billed for items such as these numerous times. Even when we have called to dispute the charges, there really hasn't been anyone to look into this. I have been paying GCI for 10 years now and have had a lot of what I believe to be incorrect billing and below standard service, yet i'm charged for the most optimal services, and never receive them.

Desired Settlement: I really just want someone to monitor GCI and make sure they are giving their customers exactly what they say they are. If they can't provide high speed data service, then don't charge for it. If you can't provide channels for tv/cable due to disputes with other companies- you shouldn't be charging for it. Just because we live in the bush, doesn't mean we want to be taken advantage of. Please, help monitor these services! We are fighting an uphill battle on our own.

Business Response: Initial Business Response /* (1000, 5, 2013/12/10) */ *** ******'s complaint is very general in nature and void of any specific issue to address. GCI suggest that she contact Technical Support for specific service related issues and Customer Service for any specific billing issues. GCI also invites *** ****** to compare any other possible service provider for her area and compare what they have to offer to what GCI is offering. GCI is confident that she will find that GCI offers the best value and service to all areas of Alaska not just the urban areas. Final Consumer Response /* (3000, 7, 2013/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do have specific complaints, which are: I have to pay for a data plan for my cell phone, yet it doesn't work in Bethel! If I can't get the service, I shouldn't have to pay for it. I pay for channel 2 ****** and all of the programming that goes along with that and I am not receiving it....but i'm still paying for it. **** ******* offers more channels for less. Final Business Response /* (4000, 9, 2013/12/17) */ GCI is aware of the issues regarding our data service in Bethel. We are planning to turn up 3G there but because of some issues regarding our towers it appears that we won't actually get 3G on the air until February 2014. The newest cell tower to be built in Bethel is to provide improved coverage in the neighborhood at the north end of town and that is also schedule for completion in February 2014. Better data service is on the horizon. Although **** is currently not available (has *** ****** also contacted them?) GCI is providing other programming in its place. *** ****** is receiving the same number of channels, even without ***** her current cable package includes. When available, **** is an included channel not a premium one. Unfortunately, until GCI and **** reach an agreement there is little else that can be done on this issue.

12/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Lack of NBC channel to rural Alaskans, Bethel specifically. Not seeming to change any time soon. GCI not talking to ****. **** not talking to GCI. Each blaming the other. Would never get away with this if it wasn't to rural customers where we have very few options for TV carriers.

Desired Settlement: Get back NBC to rural folks.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ On December 5, 2013 GCI issued a news release on the GCI/**** negotiations. It said, in part, ...On Nov. 22, GCI and **** signed a four-year agreement to prevent disruption in Southeast and restore ******* signal in 22 additional communities across Alaska. In order to document the agreement, the two companies agreed to extend ******* signal in Southeast until December 6. Last week, **** announced that it would refuse to honor the terms it agreed to and sought to impose significant, additional terms to the Nov. 22 agreement. In addition to national NBC network programming, both **** and **** will air alternate news from nationally syndicated One ******* **** ******* until an Alaska news broadcast is available. Statewide Alaska news will still be available via local affiliates on **** *** and **** GCI is fully aware that consumers are tired of this issue and wants the public to understand that it has made every effort to put this to rest. GCI stands ready to implement the terms of the agreement made with ***** Final Consumer Response /* (2000, 11, 2013/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) OK, whatever you say. Final Business Response /* (4000, 9, 2013/12/11) */ GCI could not disagree more strongly with *** *****'s characterization of our Customer Service. No other Alaskan company does more to bring telephone, wireless, Internet, and TV to the bush than GCI. GCI would also like to point out that if GCI is the only service provider of telecommunications and entertainment services in Bethel that alone speaks of GCI's commitment to the Alaska bush communities. If *** ***** has a complaint about a specific issue, GCI would like to address and resolve that issue for her.

12/9/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I was contacted by collections but never received a bill from GCI or a phone call OR told I owe anything when I closed the account IN PERSON back in august 2013. She said they sent them. I never received anything! I gave a forwarding address, have the same phone #. She confirmed that info I gave as well. She said if you close an account they will not call you (and apparently tell you in person) you owe them. They just send it to collections.

Desired Settlement: An apology for their poor business practices. I hate to think of how many people they do this to on a regular basis.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ When *** ********* disconnected her service with GCI on August 7, 2013 she provided a new mailing address in Dothan, AL. The address on *** *********'s BBB complaint is Navarre, FL. GCI was not provided this mailing address. The last payment posted on *** *********'s account is dated May 25, 2013 which paid her May 16th invoice. No further payments have been received. Final Consumer Response /* (3000, 7, 2013/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is common to have both a mailing address and physical address. I regularly check my mail at the given mailing address and recieved NO bills from GCI, no call (same phone number), and was not told in person when I turned in the equipment. I checked my mail AGAIN after the collection agency call and reviewed 1 letter from the collection agency with a post mark delivery day of just 1 day before. My personal and business reasons for having a separate mailing address did not hinder GCI from notifying me of the bill. I have received other bills appropriately from other businesses with NO problem. Final Business Response /* (4000, 9, 2013/11/22) */ *** *********'s GCI account does not show any return mail. GCI suggests that *** ********* check with her local Post Office if she truly is not receiving all her mail. Also, GCI would like to point out that most of the past due balance on *** *********'s account was billed to her while she was stil in Alaska. Is she also claiming she did not receive her mail in Alaska?

12/2/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Internet cuts out on regular a basis. It also slows to an unusable speed but is still "working". Talked with a service representative on two separate occasions and got the run around, they said they saw no problem at all on their end and had me bypass my router to no end. GCI insists that I go to their speed test site and of course I get full speed when connecting to a server that is a couple of miles away. Other speed test sites won't even load do to speed.

Desired Settlement: I would like to get what I am paying $110 a month for i.e. Internet that works and works at the advertised speed.

Business Response: Initial Business Response /* (1010, 8, 2013/11/18) */ GCI has made multiple attempts to contact *** ***** to troubleshoot the Internet problems he referenced in his complaint. When contacted, *** ***** has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted *** ***** said he will call GCI back. GCI awaits *** *****' call to resolve this complaint. Final Business Response /* (1010, 9, 2013/11/18) */ GCI has made multiple attempts to contact *** ***** to troubleshoot the Internet problems he referenced in his complaint. When contacted, *** ***** has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted *** ***** said he will call GCI back. GCI awaits *** *****' call to resolve this complaint.

12/2/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Modem issues led me to upgrade to a motorola surfboard modem. Highest quality modem that can be bought and compliant with every aspect of online connectivity. GCI will not upgrade the hmac address to recognize the modem unless I pay them $500 to do so. This is the only company I have ever seen in America to do something like this. So I am forced to run inferior equipment that constantly fails to work properly without a way of fixing the problem.

Desired Settlement: I want them to go onto their computer and input the serial number for the modem so it will work properly.

Business Response: Initial Business Response /* (1000, 7, 2013/11/18) */ The following is an excerpt from the Terms and Conditions found on GCI's web site. *** *****'s modem does not meet the specifications found in them and will not be allowed on GCI's network. 9. Device Attachment. Customers are not restricted from attaching devices, including wireless routers, to the network access equipment that GCI provides, subject to any security limitations noted herein, including GCI's right to prohibit any devices that it finds harmful. GCI supplies cable modems to all Internet subscribers free of charge. These devices have been thoroughly tested for GCI's network and supporting systems to ensure secure, reliable service at the highest possible data rates, and, where technically possible, to provide customers with usage information. While GCI does not prohibit the use of any specific cable modems on its network, customer-provided cable modems require GCI pre-certification before they can be used for service. There will be a charge for testing any new device submitted by customers. This process is necessary to ensure network security, network management, service provisioning, and the availability of usage information. Any customer wishing to attach a non-GCI-certified modem to GCI's network should inquire at *******@gci.net. Any devices submitted for certification must, at a minimum, be approved by the FCC and also be CableLabs DOCSIS certified. GCI makes no representations about the operation of non-GCI-certified devices with GCI services and may not be able to support or troubleshoot such devices. 10. Customer Owned Modems. Below is the current list of modems certified for use on GCI's network. GCI cannot guarantee, repair, support or replace a customer-owned modem. GCI reserves the right to refuse service to any modem or modem model which, in GCI's judgment, might impair network performance. * Arris CM820A * Netgear CG3000D * RCA DCM425 (this model works with limited plans, please check with GCI support prior to purchasing) 11. Network Security. In an effort to provide a secure network, GCI deploys industry-recommended security measures. For subscribers connected to GCI's wireline network, GCI employs a number of measures, including Cable Modem Authentication, CVC signed code images, Data Encryption, Baseline Privacy Interface (BPI), and Digitally Signed configuration files. For subscribers connected to GCI's network wirelessly via Wi-Fi or similar fixed wireless technology (often in rural Alaska), GCI uses unpublished Service Set Identifiers (SSIDs) and Media Access Control (MAC) protocol-based authentication for each authorized device on the network. Regardless of network type, GCI recommends customers use personal firewalls and security/malware software to protect their personal information.

11/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: 1. GCI charges customers according to the number of wireless minutes used during a billing period, but provides absolutely no way (either via web site or in-person agent or telephone agent) for customers to check minutes used. This makes it unreasonably difficult for customers to stay within the agreed limitations and comply with the terms of the contract without avoiding expensive overage fees imposed by GCI. At the time we entered the contract, the GCI agent assured us that GCI provided means for customers to check wireless voice usage minutes, but this was found to be untrue. 2. GCI wireless service is unreliable, and particularly, call quality at our residence is poor in quality and also subject to dropped calls. Previous service with a prior service provider, ****, did not have these issues. Thus, the customer cannot fully utilize the contracted-for services.

Desired Settlement: Our household has been a longstanding GCI customer, and we currently purchase long distance, local telephone service, digital cable, and Internet service through GCI. In respect for our past and future business, we kindly request immediate cancellation of all WIRELESS CUSTOMER CONTRACTS under Acct. No. XXXXXXXXX.

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ *** ****** signed up for GCI wireless service on 5/17/13 and received two free phones with a 14 day trial period to cancel his service without penalty. On 5/22/13 *** ****** was informed, in response to his email inquiry, that GCI does not currently offer tracking airtime minutes for our customers. At that time he did not choose to exercise his rights under the 14-day trial period. A search of GCI trouble tickets did not find any trouble tickets for *** ******'s cell service except a current one for an equipment issue. GCI is unable to address service issues we have not been made aware of and therefore request that *** ****** contact GCI repair so that we can troubleshoot his service issues. Until GCI has had the opportunity to properly address the service issues GCI will not cancel *** ******'s contracts without penalty.

11/6/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Earlier this year, I had 3 services at *** **** ****** Sitka, AK 99835. I moved in April and was told that because 2/3 of my services were billed one-month ahead - there would be a refund coming in the US Mail. Well, the total opposite occurred. They kept mailing me bills that stated yes, I was disconnected, but that I had to keep paying. I ended up getting no refunds, but did have to pay until the start of Summer. I asked for an audit - but was just told to pay.

Desired Settlement: An audit and/or a refund.

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ On 6/23/13 GCI emailed the following reply to *** ****** in response to his email inquiries about the status of his accounts: Thank you for the reply. I apologize for the confusion. The status of your three accounts are as follows: XXXXXXXXX -- cable TV account -- $0.00 due. The $2.36 credit balance on XXXXXXXXX was transferred to your cable account, making the final balance due $7.64, which was paid on 6/1/13. XXXXXXXXX -- internet account -- $0.00 due. The $2.36 credit balance was transferred to your cable TV account XXXXXXXXX on 5/11/13. The 6/1/13 invoice indicated a $2.36 charge, to debit the credit off the account, since it was transferred to your cable account. XXXXXXXXX -- ******** wireless account -- $5.27 due. Since we charge one month in arrears, which was for service from 4/15 - 4/23/13. As ****** mentioned, some taxes are not prorated, so they appeared to be charges from 4/15 - 5/15/13. Please be aware that the eBill system is not a live system, so any credits or debits to your accounts will not appear online until after the 7/1/13 invoice has been generated and updated in the eBill system. I apologize for the confusion. If you have any further questions, please do not hesitate to either e-mail us or call X-XXX-XXX-XXXX or X-XXX-XXX-XXXX, and a customer service agent will be happy to assist you. Final Consumer Response /* (4200, 11, 2013/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure they are even reading my responses. In their previous BBB response not only did they claim I was not due a refund, but that I still owed them more money (even though I showed them again the email with the VISA numbers asking to pay the final balance which was done). I think they have standard answers that they cut & paste to respond to BBB folks. There doesn't appear to be a thoughtful exchange happening. For instance, they should have apologized for saying that I still owed them money. They think they are being clever. Final Business Response /* (4000, 9, 2013/11/01) */ If *** ****** will carefully read the email he pasted he will figure out for himself that GCI has reviewed his accounts and provided him a careful accounting of what was owed, why it was owed, what was paid, and what the final remaining balance is. The email chain clearly points out to *** ****** why no refund is due.

10/9/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: In May, I canceled my cable and maintained my cellphone with GCI. Because I canceled my cable in the middle of May I had a credit of $24.41 from the proration of May's bill. This was to be applied to my cellphone bill. Mistakingly, GCI attached the $24.41 as a balance OWED on my cellphone rather than a credit. Every month since then, my bill shows a balance due of $24.41 of which they have charged me a late fee on this erroneous balance due. I have called every month to have this corrected and they still have not fixed the error and refuse to do so. I called in September and talked to a supervisor. 5 months later, in October, after calling every month They applied a credit of $24.41 to my cellphone bill but this does not give me MY credit, it only fixes their error of putting a balance owed on my cellphone. To fix their error and give me my credit they should have credited me 24.41 x 2 = $48.82. I have yet to recieve my credit. I told ******, a Supervisor to fix it or I was leaving GCI. I have been with GCI for 13 years and this is how I'm treated over $24.41? She didn't care and said goodbye. GCI has stolen $24.41 from me and wasted many frustrating hours of my time each month to get this fixed.

Desired Settlement: I want GCI to credit me my $24.41 and for my troubles, credit me 1 months free cellphone services of $115.00. GCI has stolen $24.41 from me.

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ *** *****'s October 1, 2013 invoice for cell service clearly shows a credit of $24.41 transferred to her cell account. If *** ***** does not have a copy of her October invoice she can contact GCI Customer Service and they will be happy to provide her a copy. The original transfer of the credit balance occured on September 3rd, two days after her September invoice. Final Consumer Response /* (4200, 11, 2013/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have copies of my bill and do not need GCI to send them to me. In June, I spoke to a representative regarding GCI's error on Junes bill and was advised to pay my bill minus the $24.41 and it would be corrected on the next billing statement. I have been told each month when speaking to a representative that the online billing is never correct and it will be fixed next month. It was never corrected. $232.00 was my normal 2 month bill, not $256.41. My bill just happened to be $24.41 over my normal bill. GCI is abusing their company's power and has stolen $24.41 from me. Final Business Response /* (4000, 9, 2013/10/08) */ Even though GCI has repeatedly reviewed *** *****'s invoices with her on the phone to show her that she was not ever charged $24.41 she continues to insist that she was charged. GCI also offered to send her copies of her invoices so she could see for herself but she declined GCI's offer. *** *****'s total payments towards her June invoice amount of $256.41 was $232.00 leaving her a balance forward of $24.41. This is reflected on her July invoice and is what *** ***** is claiming is an unwarranted charge by GCI. GCI has made every reasonable attempt to assist *** ***** in understanding her billing to no avail. We suggest again that she review copies of her June thru October invoices and "do the math" to prove to herself that GCI did not make the charge she claims.

9/30/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I bought 'handset insurance' for two phones. For no apparent reason one phone simply stopped working. My wife, who has dealt with the company up to this point, was told they would not repair or replace the phone.

Desired Settlement: I want every penny of the money I have paid for insurance on both phones back, or the phone repaired or replaced with the same model of phone. This is what the insurance was supposed to do, as we were told by company employees when we purchased it, which apparently was a bald faced lie.

Business Response: Initial Business Response /* (1000, 5, 2013/09/09) */ The insurance brochure, given to each customer purchasing cellular handset insurance, states the follow under the heading, "What's Covered?": The program covers the handset (device, standard battery & wall charger) you purchased from GCI and covers accidental damage, loss, theft and malfunction (after the manufacturer's warranty expires). Normal wear and tear and cosmetic damage to equipment is not covered. On 8/22/13 ******* (authorized on *****'s account) brought a cell phone to GCI to file an insurance claim. She was informed that since there was physical damage to the phone no insurance claim could be filed. Final Consumer Response /* (4200, 16, 2013/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) eSecuritel sent me a letter stating that they are no longer the insurance carrier for GCI days after I filed this complaint so I doubt they will honor any agreement. Someone from your company named ****** ** from handset insurance offered to reserve a "refreshed" i9300 for a "deductible" of $199.00 on the 17th. I replied the same day that I would be interested in that if $199.00 was the actual price (or did she mean $199.00 off the cost of a new phone?) and asked what type of warranty if any came with it. I also asked if she could reserve one for a couple of weeks, as I won't have an extra $199.00 until my next payday. That was eight days ago. I have yet to hear any response back at all. Tomorrow I will call her and hopefully arrange to get my wife a phone again that makes use of the data features I am contractually required to continue to pay for while not being able to use. Thank you GCI for continuing to find new ways to take my money while keeping me deeply dissatisfied as a customer. I guess when you have a near monopoly on certain services you can do that. I am now curious as to why I'm receiving alerts that I have exceeded my internet bandwidth after this BBB complaint started, apparently somehow my available bandwidth has been magically reduced since I've moved, and cut the data on the dead phone to the minimum. I can't imagine that would have something to do with this complaint. My actual use hasn't increased in the last two weeks, in fact we only went over on the last billing period because my wife was watching hours and hours of netflix a day for a week or more while we waited for a dish installation that turned out to be impossible. There is no way we are using anywhere near that bandwidth now. And to sweeten the deal the picture quality of your "HD" is far inferior to what we were getting via satellite. I'm sure it's just another common, highly profitable billing error on your part. In closing, I hope you all burn in ***. Thanks for nothing. Final Business Response /* (4000, 14, 2013/09/16) */ GCI has nothing further to add to this complaint. *** **** is welcome to contact eSecuritel at the contact information listed on his insurance brochure.

9/25/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: My current cell phone just died on me today and wanted to get a new phone. They were asking for money I don't have. They kept insisting that I pay more than I can afford. going from a good phone to a cheap phone etc. They at first said I have to pay $525.00 I told them I only have $391.00 left in my account. then they offered a phone at a lower price they said $425.00 Product_Or_Service: Other /HTC/Lifeline Wireless Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination) I want a replacement of the smart phone at a reasonable price and that they bill me for the price of the service charge! I've been a loyal customer to GCI for over three years and trying to scam me by emptying my pockets to zero!

Business Response: Initial Business Response /* (1000, 6, 2013/09/09) */ **** visited a GCI Retail Store because his phone was completely dead and he wanted a new phone. He was willing to sign a new contract for Lifeline service to receive a new phone but the phone he wanted is not part of GCI's Lifeline offering. He was informed he could purchase the phone he wanted for full price & stay on Lifeline or he could sign a new 2-years contract, with credit check, and receive the phone for a reduced price. He was also informed that he would have to put down a deposit of $300.00. **** has three outstanding unpaid GCI accounts with Cornerstone Credit Services for collection totaling $185.01 plus interest. Until **** pays off his previously unpaid accounts he **** be required to pay a large deposit for wireless services other than basic Lifeline service.

9/10/2013 Problems with Product/Service | Read Complaint Details
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Complaint: In June I spoke with a gentleman named ***** about turning on cable service for 1 month. ***** assured me that with a promo package I would get free service for 30 days. I explained to ***** that I would be leaving town after a surgery and would like to have the 30 day promo deal and have the service cancelled after that. ***** assured me this would not be a problem. As I said I would, I left town a couple of weeks later and have been gone (surgery recovery) for over a month. As of the last couple of days, I received a statement that my credit card had been charged $141 for the service that I was assured would be cancelled. I returned home last night (8/21/13) and found that the service was still connected. Today (8/22/13) I spoke with ********* (did not get her last name) in customer service who told me that they do not have a calendar policy (able to shut off service on a given date) and that I must have "misunderstood" ***** when I thought he agreed to set the service to be cut off. ********* insisted that ***** understood the policy and would not have made that mistake. However, I was very clear when I spoke with him back in June and would not have agreed to turn on a $141/mth service and then leave town for more than a month. In addition to this, ***** also assured me that the service he turned on for me was FREE for 30 days. At one point he asked "what services do you want" (regarding movie channels etc). I replied with "anything that is free". I then received a bill for several of the "free" services that were promised.

Desired Settlement: I would like the second months bill of $141 credited back to my account. I did not agree to this and I did not use their service during that time.

Business Response: Initial Business Response /* (1000, 7, 2013/09/06) */ GCI spoke with *** **** on 9/5/13 and resolved his complaint to his satisfaction Final Consumer Response /* (2000, 9, 2013/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) GCI called and offered what I was asking for in the first place. A refund and an apology, stating it was "miscommunication". Though it was not a case of miscommunication, they made it right and I am satisfied.

8/19/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Automated payment service failed, was contacted by phone 1 week later to be told that the debt was being sent to collections by GCI. I payed them the next day in each of the 5 cases as I had not noticed the automated payment had failed. GCI in turn, never notified their Collections agency. The collections agency also put it against my credit as me having 5 accounts instead of just 2, which in itself is dumb because I had to have a separate account for tv and internet services. I have recently been doing my research and this is not only illegal from what I garner, but has caused significant financial damage to myself. Wanting to work it out before I have to fully take them to court for much more in return.

Desired Settlement: $500 per account posted on my credit ($2500) and the complete removal of 3 of the postings to my credit, and the other two edited to be correct.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/25) */ *********** ****** ******** processed 5 checks written by *** ***** between 2010 and 2011 to GCI and returned for insufficient funds. GCI notified Cornerstone on 2/13/12 that *** ***** had paid the checks themselves in full and *** ***** was informed that he still owed the returned check processing fees to ************ *********** ****** ******** properly reported the returned checks. Consumer's Final Response /* (-5, 17, 2013/07/25) */ Utilizing another venue, the contracted company, *********** agreed to delete the accounts off my credit which was my minimum. While I am still very disappointed in GCI, I would like to close this complaint. Thanks. Business' Final Response /* (4000, 13, 2013/07/22) */ *** ***** is entirely responsible for the condition of his credit report and should not be looking to blame others for the bad checks he wrote. How he chose to pay his bills does not relieve him of the responsibility to make sure he has sufficient funds to pay his just debts on time. Presenting checks with insufficient funds to cover them is not only a violation of the Uniformed Code of Military Justice (UCMJ) but is against the law.

7/29/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I first became a customer of GCI in February 2012. I initially became a wireless phone customer, followed by signing up for internet services in March 2012 and cable services in July 2012. In the past 1.5 years, I have had to call GCI's customer service line at least every other month if not more to report inaccuracies in billing for all of the services being provided. When I signed up for internet usage, I was overcharged for the internet for the first three months and was charged overage/usage fees without any proof from GCI that I had exceeded my overage/usage allotment. Shortly after signing up for internet services, GCI changed the way it was organizing its internet services. This resulted in adjustments to my billing with GCI increasing my monthly billing to my account without authorization or consent, and without advance notice. This was when all GCI did was change the name of what the internet service was being called, increased usage and speed of the internet for the same price, making it a better deal for the consumer. But somehow they began charging my account more. This took 1-2 months to remedy on my billing statements. When I added cable to my bill in July 2012, I called monthly for 2-3 months because I was double charged for two separate cable services. I signed up for one cable service, and was provided one cable box. That provided cable box was incompatible with the actual cable service I signed up for. That provided cable box was compatible with a cable service for which I did not sign up. When I called to fix the situation, they charged me for both the cable service I signed up for initially and for the cable service that worked for the cable box I was incorrectly provided with. The cable service I signed up for cost more per month, so I was essentially being charged more for a cable box that provided me with less, and was charged twice. This took close to 3 months to remedy in billing, and only after I consistently called to fix the problem after it showed up on every single billing cycle for 3 months. In April 2013 I called to sign up for an add on to my cable services, subscribing to HBO services. They were unable to add HBO services to my cable box. During the course of investigating the problem, it was discovered that they believed I had two cable boxes in my possession. I have only ever been issued one cable box at a time and have never been issued two cable boxes. This caused close to a month of headaches in phone calls. When they added the HBO services to my cable services account, they proceeded to begin charging me an additional fee that was undisclosed as part of the HBO services, and that directly relates to a cable box that has not been issued to me. I know this because the fee I'm being charged is for that same cable box from July 2012 that was erroneously issued to me, that was incompatible with cable services requested and signed up for. In June 2013, GCI again changed its internet services. Similar to the situation a year ago, as detailed above, GCI increased the speed and usage quota for the same monetary fee previously assigned. This would appear to benefit the consumer. However, on my first billing cycle reflecting the change to my account, GCI increased my bill instead of keeping it the same. These changes were made to my account without advance notice, without my consent, and without authorization by either of the two users authorized on the account. In May 2013 and June 2013 one or the other of the wireless accounts was charged for usage fees for "voice" without any description as to how either account account incurred a "usage" fee. I am now in the process of disputing yet again the inaccurate cable, internet, and wireless fees being charged to my account due to the inability of GCI to engage in accurate billing practices. In June 2013, my cable box was plugged into a surge protector along with my television. During a thunder and lightning storm, my cable box was fried while my television survived. The fried cable box was returned within 48 hours, at the recommendation of technical support contacted the night of the storm after unsuccessfully attempting to reset the cable box, and retrieved a new cable box. The cable service I receive is to include DVR services, which allows me to record television programming to watch at a later date. The new cable box provided will allow me to set up a recording, but then fails to actually record the program either by (1) not recording at all or (2) GCI using that recording time for plugging a slideshow of advertisements similar to those found scrolling on the movie theater screen prior to the trailers/previews that come before the actual movie.

Desired Settlement: I am uncertain of what remedies I, and the thousands of Alaskans also experiencing these problems, have regarding the inconsistent and dishonest billing practices of GCI. But something should be done to prevent these types of negligent, and potentially intentional, business practices. I want GCI to fix the problem of chronic inconsistent and dishonest billing practices. If that means GCI invests in better software or hardware to ensure that billing practices are remedied, then so be it. If that means that GCI provides advance notice to customers, at least one billing cycle prior to any changes being implemented to their account, then so be it. But it is not my job to micromanage GCI's billing practices. It is their job to have accurate and consisting billing practices as a business.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/09) */ GCI has left a couple of voicemail messages (6/28 and 7/2)for *** ********** so we can review her account with her and correct any outstanding issues. To date, we have not received any return calls.

7/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So i found out today that for some reason our internet account with GCI was upgraded to a higher cost package that i did not agree upon. Apparently this change was made in February of this year and i had no idea. the online billing didnt show that and i did not receive anything in the mail for the bills. I called today and everyone had an attitude with me so I of course got frustrated. There is no way we can pay 311.77 dollars just for internet! the package we agreed upon when we first set up internet with them only cost 119$ now thats a big difference and i would have been able to catch it had my online billing account had been working and if we received a bill i would know. but it didn't. no one would work with me to resolve this bill issue. they kept telling me i upgraded and I never did, someone offered and i politely rejected. There is no way i would ever agree to paying that much a month for internet.

Desired Settlement: DesiredSettlementID: Refund I would like a credit for this it is just obscene. I never agreed to that package/cost so i should not be being taken advantage of or punished for it and im sick of everyone telling me i agreed to something i did not. I am not made of money we have one income, i would never agree to that and i did not.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/02) */ GCI records show that on 2/21/13 Ms. ****** spoke with Customer Service and agreed to upgrade her Internet service plan in exchange for $140.00 credits to her account for overage charges on her February invoice. GCI does not make any changes to customer accounts without their specific permission to make them. Consumer's Final Response /* (4200, 11, 2013/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this, I had no idea of this upgrade nor did I agree to it and I'm sick of being told that I did. I'm not asking for a full refund from when they say I supposedly upgrade to now. I'm just asking for this bill because I just found out about it! I did not upgrade I should not have to pay that bill!! Because I didn't upgrade I didn't ask for an upgrade!! I told the man No No No I did not want it! And I never noticed this upgrade because our online billing didn't work no bills in mail and when I called to pay bill they got smart and wldnt explain to me. So when I downgraded our Internet BACK to the Internet package we believed we had THIS WHOLE TIME! That was when I first food out about this upgrade we have net and cable with gci so since no one explained it to me I just figured the bill was from cable and Internet combined! NOT JUST INTERNET! Business' Final Response /* (4000, 9, 2013/07/09) */ GCI stands by the account record. Our policy is to not credit unless the customer agrees to an upgrade to avoid future overage charges. The option to downgrade the plan later is always available. Ms. ****** did finally exercise that option in June.

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The bandwidth caps GCI applies to all of its internet services is unreasonable, unethical, and is conducted purely with the intention of overcharging consumers. It is possible to utilize 100% of a bandwidth cap for the entire month in just a weekend, on the 15/1 plan (with a cap of 100,000mb), even with the 25,000mb usage allowance bonus received through cellular service. GCI uses intentionally confusing nomenclature to muddle the details and confuse consumers into buying plans that will cost them more in the long run. In todays digital marketplace, buying one or two games on digital download and watching a couple HD movies on Netflix, which can be accomplished in less than one day, can eat up your allotment for the entire month. This is not acceptable to consumers.

Desired Settlement: Abolition of monthly bandwidth cap policies, failing that, appropriate usage options. Change the usage manager to show CURRENT usage data, not usage data from 24-48hours previous. Allow consumers the option to continue service at their speed tier with overages when bandwidth cap is met, or allow them to continue their service at a lesser tier without overages. Instruct salespeople to appropriately explain bandwidth to consumers.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/18) */ As a courtesy to our customers, GCI offers various tools for their use in managing their Internet usage. These include such things as a usage viewer, alert notifications for nearing or exceeding usage limits, and information on approximate usage of various Internet activities. GCI has been a leader in Alaska in offering high-speed Internet packages to suit almost any user. Usage caps vary according to the package chosen. *** ***** has chosen a medium range package and consistently exceeded its usage limits. There are other packages available for him to choose from. *** ******* accusations of unreasonable, unethical, and intentional overcharging for Internet services are unsupportable and without merit.

5/27/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: My complaint is with gci billing practices. I have had times when I call in to pay my bill to pay the amount due then I find my services are cut off due to that I didn't pay the full amount even when I call in to talk with a billing rep. I've had times where they keep a balance of as little as $0.16. When this happen they so call credit my bill to the next month which has me paying less then on the following period I have a much hight bill. On ave I pay about 96.00 per mo for Internet. Today I have them demanding $240. The Inconsistent billing is outraged and just needs to stop. I have to often call in because they don't charge me the full amount which results in my billing to be screwed up once again.

Desired Settlement: I want to just pay what I have and should about $96.00 per mo for Internet. Also being told if I just pay the full amount in the begins is childless exotically when I have to often call in when I find I wasn't charge the full amount when I called in. I'm ready to drop gci and wonder if I should talk with a lawyer about their billing practices.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/07) */ Mr. ********'s billing has primarily been effected by two factors. The first is pro-rated amounts charged and credited to his account whenever services are suspended and resumed. The second is Mr. ******** has not been paying his entire balance due but has consistently had a balance forward. Mr. ********'s billing was recently reviewed with him on May 1st and 3rd and he has entered into payment arrangements with GCI to get his services resumed and catch up on the past due amount. As long as Mr. ******** makes pays his current billing on time and keeps his payment arrangements for the past due amounts his services will remain active and his monthly billing consistent.

5/27/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Apparently in 2008 GCI sent me to collections regarding a bill I never received. When I went back to their company in the past year to open a different product account, I was told that I need to pay for this bill & did so a year ago. This has shown up on my credit report. I have attempted multiple times to resolve this with them over the phone & have been unsuccesful.

Desired Settlement: I would request that they remove the negative information from my credit report as account paid in full. As well as send me a letter stating it has been removed from the credit report & that it is not a negative on my report as account has been paid in full.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/07) */ Ms. ******** can contact Cornerstone Credit Services to dispute any item she may disagree with on her credit report. GCI itself does not report to any credit agency. The debt GCI sent to Cornerstone for collection was a legitimate unpaid debt owed by Ms. ******** and GCI appreciates her payment in full.

5/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Have made many calls complaining about service not working and being left with cable boxes not hooked up. Phone doesn't work most the time. DVR in bedroom doesn't work and noone can seem to help no tech have been sent out or anything.

Desired Settlement: A refund or credit of service paid for but not receiving.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/30) */ On 4/24/13 Ms. ****** switched her local telephone service to another carrier. GCI currently has an open trouble ticket for Ms. ******' cable service waiting for her to reschedule a GCI technician visit.

4/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: We were falsely told that we would receive services for one set price, $80 per month . Our first month's bill was correct, however our second month's bill was for triple that amount, $80 plus an additional $225. We were not given the credit vouchers that were promised for $200 either. Within the first 24 hours of service the equipment failed, it was not replaced for two days, and we were not credited for the days without service. Upon installation the crew moved furniture and did not move it back, left drywall shavings and mud on the floor.

Desired Settlement: We are seeking a discontinuation if service without any additional charges for doing so before the ill term is up. We are also seeking that the additional $225 charge be credited.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/18) */ FCC regulations prohibit GCI from discussing the account in question with ****** ******. The account is not in her name and is noted "no one authorized." Consumer's Final Response /* (2000, 8, 2013/04/26) */ From: ****** j (mailto:*****@hotmail.com) Sent: Thursday, April 18, 2013 5:47 PM To: Better Business Bureau Subject: (SPAM) Re: BBB Complaint Case#XXXXXXXX(Ref#REDACT33*****@hotmail.com32*****@hotmail.com34REDACT) Importance: Low Spoke with ********* at GCI today, ext ****. She was extremely helpful and resolved our issues. Business' Final Response /* (-10, 6, 2013/04/18) */ Since our first response this morning Ms. ****** has called into Customer Service and was given a 1 month credit for cable service.

4/24/2013 Problems with Product/Service
4/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been told just recently, within the last month, that I have an account in collections with GCI. I had initially had a cable account while living with my grandfather after I initially moved to the state of Alaska. I then moved out of his house and got my own home, and I called GCI to transfer the service. After I moved out of that home (finding affordable housing in Bethel can be tricky!) I then moved my services again. What I was told by a GCI rep is that instead of transferring my services, they created a whole new account for me. OK, understandable. However, when they shut off the first account (the one at my grandfathers home) that had by then gone deliquent, they never billed me to my PO Box. Bethel, AK does not have postal delivery services. GCI states that they did not have a billing address on files for me. However, they did in fact have an address on file. I also have a cell phone and internet services, which i have received a bil for each month. They also have a cell phone number on file for me. I asked why I had not been billed and what the charges were. It is close to $400 with late fees. Mind you, I had the super basic cable package, no more than $30 per month. So (a) I thought the cable had moved with me and thought it was paid and (b) I have an account in collections now for far more than I think should be owed and (c) they had a way to get in touch with me but did not. I asked how I could dispute this and was told that I could call the collection company, but GCI would tell that that the charges are valid and I would still have to pay. GCI refused to intervene. Since the phone call where this was all discovered (I had called to pay a bill and a rep noticed a 'hidden' account) I have recevied no less than 6 phone calls per day from the company GCI uses for collections. They have now miracoulously found my phone number and graciously passed along my information...almost 2 years later. I dont mind paying the original bill owed to GCI for the actual services used. But I think that becuase it was THEIR fault for not billing me for the account AND opening a second account without me knowing, the late charges and collection account should be voided.

Desired Settlement: I dont mind paying the original bill owed to GCI for the actual services used. But I think that becuase it was THEIR fault for not billing me for the account AND opening a second account without me knowing, the late charges and collection account should be voided. The charges owed should be around $90-100.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/04) */ New GCI video services were established by Ms. ****** on 8/18/11. Services were suspended on 10/26/11 due to non-payment for services and permanently disconnected on 11/2/11. GCI records do not show that any payments were ever made to Ms. ******'s account nor did Ms. ****** contact or visit GCI to inquire about her billing. She did visit the GCI office in Bethel on 10/14/11 to set up her new account but made no effort to settle her previous one. On 5/29/12 GCI sent the unpaid account to Cornerstone Credit Services for collection. The total amount sent to Cornerstone was $321.93 of which $256.11 was for video services including pay-per-view movies. Ms. ****** can clear this debt by contacting Cornerstone and arranging payment in full.

4/15/2013 Billing/Collection Issues
4/4/2013 Problems with Product/Service
3/18/2013 Billing/Collection Issues
2/27/2013 Billing/Collection Issues
1/16/2013 Billing/Collection Issues
1/14/2013 Advertising/Sales Issues
12/10/2012 Problems with Product/Service
12/3/2012 Problems with Product/Service
11/28/2012 Problems with Product/Service
11/26/2012 Problems with Product/Service
11/12/2012 Billing/Collection Issues
11/5/2012 Billing/Collection Issues
10/29/2012 Problems with Product/Service
10/29/2012 Billing/Collection Issues
10/3/2012 Advertising/Sales Issues
8/6/2012 Problems with Product/Service
6/25/2012 Problems with Product/Service
6/14/2012 Problems with Product/Service
6/5/2012 Advertising/Sales Issues
5/30/2012 Billing/Collection Issues
5/30/2012 Problems with Product/Service