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GCI Cable, Inc.

Additional Locations

Phone: (907) 265-5600 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 GCI Cable, Inc. 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 affect the rating for GCI Cable, Inc. include:

  • 79 complaint(s) filed against business
  • Length of time business has been operating
  • Response to 79 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

79 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 36
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 37
Total Closed Complaints 79

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

3 Customer Reviews on GCI Cable, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

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) 269-5200

Alaska Division of Corporations Business & Professional Licensing
550 W 7th Ave Ste 1500, Anchorage AK 99501
http://www.commerce.state.ak.us/occ
Phone Number: (907) 465-2534
don.habeger@alaska.gov

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


Customer Review Rating plus BBB Rating Summary

GCI Cable, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1551 Lore Rd

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

  • 2550 Denali Street Suite 900

    Anchorage, AK 99503

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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)

9/22/2016 Billing/Collection Issues
9/14/2016 Problems with Product/Service
9/12/2016 Billing/Collection Issues
9/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on internet service when your data usage is up they cut the speed of service down so slow you cant use service. then (herein lies the problem) they continue chargeing full price for the service you cant effectively use. to charge me for a service thats not useable is not right if im paying for a service i expect to be able to use it. they are the only provider where i live so i cant dump them for a better service provider.i dont mind overage fees but if i pay them i expect full service

Desired Settlement: would like to see full service with overage charges or no service and overage charge when data limit is met

Business Response:

*****’s complaint leaves out two important facts about his Internet service.  The first is that his Internet package comes with 150 GB of included data usage.  Only after he has used all the included data is his service slowed down.  Secondly, when he has reached 100% of his data for the month, he has three options: 1. he can choose to buy an additional data bucket and resume the higher plan speed; 2. he can upgrade to a different No Worries plan that better meets his needs; 3. He can keep his current plan and continue to use the Internet at a slower level of service (less than 1 MBPS) without any overage charges regardless of the additional data used for the remainder of the billing cycle.  With the last option, the higher plan speed will resume at the start of the next billing cycle.

9/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been with GCI since April of 2015. While there is another internet service provider in the area and both of these companies are allow to provide services on base, GCIis the only company available to provide service in my neighborhood. I complained to them about the speed of my internet connection in February of this year. They sent a technician who spend a great amount of time troubleshooting the issue. He decided to change my equipment, boost the signal for my line and in his notes he suggested that if it ever happened again to replace the main line from the street to my house. After replacing the unit the internet speed improve noticeably but it was still not close to what I am entitle to, but I told the tech that it was good enough and much better than before. Last week I called them once again with the same issue. The support department had me going thru the usual steps, read the note from the last tech back to me and decided to send someone to change my line. A week later a tech shows up to resolve my issue. He stated that he had no instruction about my work order and that he will have to figure out what was the issue. He wen outside, called his supervisor and came back with, yet another modem. Claiming the line was good, there was no note in my account and that this will fix the issue. I told him I did not agree with his solution but I really don't have a choice, do I? After around another minutes or so the "new" modem is boot up, he ran a speed test from his laptop and gets a result close to the max speed for my account. "There you go sir your issue is fix, have a wonderful rest of your day" He spend minutes max in my house. Three day later here I am in my house writing this complaint using my phone as hot spot due to the lack of internet speed.

Desired Settlement: I want them to stop wasting my time and do the repairs correctly the first time. I pay as much as I paid in my last duty station for cable and internet but I'm only getting internet service from them. The least they can do is provide quality of service and customer support.

Business Response: GCI contacted ****** and set up a premise visit.  A cable drop was replaced resolving ******’ Internet speed issue.

9/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I returned all of my rented equipment to GCI at the muldoon Branch. Approximately 10 mins after I left the branch and my equipment left my possession according to GCI It was put in that I was missing a cable box. I was not aware of this until approximately 1 month later when I got another bill. I keep getting a bill for 147.96 for equipment that I already returned. I called customer service numerous times and asked how they can just make up a charge like this. The response I get is the inventory was done after I left. I explained how I inventoried everything that needed to be returned before I left to go to GCI and while I was there. I was told I am responsible for the charge and there is nothing they can do. This is not fair to be able to make up charges by doing a returned equipment inventory after the customer no longer has possession of the equipment and not in front of the customer.

Desired Settlement: I need this charge taken off my bill.

Business Response: As a courtesy to ***** GCI credited all charges on his account.

8/26/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I became a GCI customer when, several years ago, GCI bought out our rural community's local cell phone provider, Alaska Wireless. The service offered by GCI was at that time no bettor or worse than what it had been under Alaska Wireless. Customers at that time could have a smart phone without being forced to pay for a data package, since there was - and is - no data service in Unalaska. In the intervening years, GCI's fraudulent service plans have forced Unalaska customers with smart phones to pay for data packages they cannot use, since there is still no data service in Unalaska. GCI's cell service since November 2013 has also deteriorated to the point that about 50-60% of calls do not go through on the first, second or third attempt, and many are dropped after only 1-2 minutes of connectivity. This is not a problem unique to me and is in fact experienced by all GCI Unalaska customers. // More recently, and the specific reason for this complaint, my GCI phone number has been unable to receive calls. I have been able to make but not receive calls from my account, for the last two weeks. Callers phoning my number get only an automated message that the account is not in service - callers are not transferred to voicemail - so I do not even have a record of attempts to contact me. GCI customer service has informed me that this is a "call-forwarding portal" problem, but they don't know when it will be fixed. GCI customer service has informed me that my account cannot be credited, because of an account portal problem - and they don't know when that will be fixed, either. Meanwhile I am paying full-service prices for that data package I can't use and a cell phone account that is only useful one-way. I have contacted GCI/Alaska Wireless customer service in person; have phoned GCI customer service in Anchorage; and have sent two emails to Customer Service via the gci.com website and have so far received ZERO support in the form of resolving the technical or billing issues.

Desired Settlement: I would like my cell service to reflect what I am paying for: a cell phone account that is capable of sending AND RECEIVING calls, the way a cell phone account is intended to work. I would like my account credited for the unusable portion nationwide cell service plan that I'm unable to use since I cannot receive any phone calls. The fraudulent and very expensive data plan that Unalaska customers are forced to purchase will be addressed in a class action lawsuit.

Business Response:

GCI Cell Desk was able to remotely remove the call forwarding ******** had set on her phone.  GCI verified with ******** that the issue was resolved.  ******** also indicated that there were additional service issues that she wanted GCI to look into.  A trouble ticket was opened and GCI will be working with her to resolve those issues.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ********

8/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had an account with GCI for cable for quite some time and always pay my bill on time but had recently canceled my cable with GCI in May 2016; because I no longer need their cable service. Unfortunately, they continue to send me a bill for this account that I am no longer using. I had just received another bill for the amount of $154.49; This bill is incorrect and GCI should no longer continue to send monthly cable bills for an account that is no longer active because I have closed this account a couple of months ago in my name. This is very frustrating because I have contacted them several times in regards of this account that should be de activated in my name and no more bills should be sent to me, also because I had paid the last of my cable bill when I had closed my cable account a couple of months ago so I didn’t have to deal with this account any longer. I have also already filed a complaint through Federal Trade Commision

Desired Settlement: I would like GCI to please correct the billing and stop charging me.

Business Response: According to GCI records Lourdes was informed by GCI in April 2016 the she still had not returned one of the GCI cable boxes issued to her.  The billing she references in her complaint is for that unreturned equipment.

7/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: OK; I was a faithful Alaska communication System "ACS" customer when GCI bought out there wireless phone system. I was concerned about dealing with GCI, so I talked with a representative from GCI, and they assured me everything would stay the same, and I would simply be paying my bill to another company instead of ACS. NOTHING STAYED THE SAME! It didn't take long however and I started to notice changes; like getting messages on my phone that stated "Another gigabyte has been added to your service for $15.00, and sometimes these little messages would come in every other day when i wasn't even using my phone, and my phone bills have been consistently higher. The GCI coverage map includes the parks highway from Fairbanks to Anchorage, and the Richardson highway from Fairbanks to Valdez Alaska ,at least that portion I was interested in. But when ever I get about fifteenth minutes out of town, I have no service. Iv'e talked with representatives several times on the phone about overcharges, and the lack of service. They transferred me to tech support a couple of times to help figure out why my service changed from the service i was receiving from ACS. One tech support guy even told me my service shouldn't have changed at all, and he couldn't understand the overcharges. "I'M FRUSTRATED AND TIRED OF ALL THE OVER CHARGES!! AND POOR SERVICE! NOTHING ABOUT MY SERVICE HAS STAYED THE SAME AND I WANT OUT"...

Desired Settlement: They stated that "nothing would change with my wireless service" and i would simply pay my bill to another company... NOT TRUE, Well; My phone service didn't stay the same, because I always had good service, and I never had overcharges with ACS... I would like to opt out of GCI, but that'll cost me too. They stated "Nothing would change" I would like them to honor that statement, orlet me out... I shouldn't have to pay to get out of our contract, the service is not what they claimed.

Business Response: ******’s complaint fails to mention that he switched from **** ******** technology to GCI wireless technology (CDMA to GSM) on 9/11/15.  In addition, GCI has been unable to find any trouble tickets for ******’s service issues.  We invite him to contact GCI Tech Support so that we have the opportunity to work with him to resolve the issues.

7/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Gci and the service didn’t work properly with my phone. I paid two payments of $45 and took 4 trips to the store. I could not get service to work. I was given a credit of $45 to help with the next months bill. The following month I was billed $35 for the service fee. Service never worked properly with GCI I have been told there are no refunds on Pre-paid service.

Desired Settlement: I would like to be credited by the $35 I just got billed. I would also like to cash out my credit of $45 and take my business elsewhere.

Business Response: **** was refunded $35.00 on 7/1/16

Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

**** ********

6/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled my GCI cell phone account in August 2015, under no contractual obligation . I received my final bill in September 2015, and was told by GCI that I owed 414. 86, which I paid October 2015, but my bill was 226.36. In December 2015 was sent to collections. Since then, I've contacted them multiple times, sent bank statements and confirmation numbers, proving that I not only paid but was over charged. Finally in June 2016 they admitted my payment was applied to the wrong account and I still owed the bill plus interest to a collection agency. This has and will negatively damaged my credit, ability to buy a home and run my small business.

Desired Settlement: Complete removal of negative credit reporting at all major bureaus, and a refund of over payment.

Business Response:

When ******* made the payment in October 2015 she paid the balance due on her husband’s account.  Neither she nor the GCI agent assisting her were aware that the payment should have been applied to a different account.  GCI has since transferred the amount of the balance due on *******’s account from her husband’s account and cancelled her account at Cornerstone Credit Services.

6/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In the last week of July 2015, I move out of Wildwood Apartments, Anchorage Alaska. Wildwood Apartments paid the GCI cable service, tenants request hookup and discontinuation of service. I discontinued GCI cable and after cleaning the apartment and returning the keys, I left the GCI cable box in the apartment. Two months later I opened a WiFi account with GCI. In May 2016, I've been informed that I owe approximately $150.00 for the cable box I left in the apartment. My contention with Wildwood.(Weidner properties) Aparments & GCI : Wildwood Apartments stating staff turnover cannot address the missing cable box, Did not attempt to contact me during this time. GCI never mailed a invoice to my P.O. box claiming multiple mailings to the apartment complex...which was NOT MY MAILING ADDRESS AS KNOWN BY WILDWOOD APARTMENTS/WEIDNER PROPERTIES & GCI . 10 months after leaving this apartment...I received notice from a collections agency

Desired Settlement: GCI claims a grievance 10 months after closing this account. I continue to conduct business with GCI with a WiFi account. I have never left town and only recently changed from my P.O. box address. Wildwood Apartments has had multiple turnover of office manager and maintenance staff and I cannot question their staff from 10 months ago. Due to the lateness of claim (10 months), I have not hidden from GCI and GCI has not pursued this claim in a timely manner. I believe GCI should drop this claim immediately

Business Response: ***’s complaint is incorrect in that she does not have a GCI account at Cornerstone Credit Services in her name.  The account is in ***’s mother’s name and was sent to Cornerstone due to non-payment for unreturned equipment.  ***** complaint is probably accurate in that the box was left in the apartment because GCI has no record of the box ever being returned.  If *** is interested in clearing her mother’s account at Cornerstone she can return the equipment to GCI and pay the other charges plus interest to Cornerstone or she can pay the account in full with Cornerstone without returning the equipment.

3/9/2016 Problems with Product/Service
3/9/2016 Billing/Collection Issues
3/4/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: GCI pulled $633.35 out of my autopay checking account over a 5 month period, but didn't apply the money to the internet account I had with them. Instead they sent sent my account to collections and made me pay for the service twice. They need to refund me the money they took from my account and I didn't recieve any services for. I was threatened with a damaged credit score by their collections company even after I raised this issue with them and provided them evidence from my bank statements. I have contacted GCI several times, provided them with bank statements twice, and the card number for which all the transactions took place but they never called me back or took any steps to resolve the issue.

Desired Settlement: I would like GCI to pay me the money they have owed me for the last 6 months

Business Response: GCI contacted **** on February 19, 2016 and informed him that a refund in the amount of $643.35 is being processed.

3/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a GCI customer first by them being my choice of long distance phone currier since 1995, a wireless internet currier since 2003, again in July 2014, GCI according to their website GCI has not scheduled ****** **. for an upgrade to their wireless internet out in ****** *** This is why I have chose to complain about their service out here, their service is very slow and very expensive, $302.41 for December 2015 and $258.60 for Janurary 2016 that's almost $600.00 for 2 months service and for what their internet is very slow you cannot really do much while online I have to be aware of my online activity because it the service is so slow and very expensive check my online payments since July 2014 till now, my account number with GCI is **********.

Desired Settlement: They GCI has provided me with an antenna made by Raylink its no longer produced and the antenna is very outdated a pre 2006 equipment has chose not to upgrade out here for reasons, its just seems I pay $200.00 to 300.00 a month and for what their internet connection is super slow and expensive, they need to charge these connection a flat rate since they chose not to upgrade their equipment out here in ****** ***

Business Response: GCI contacted ****** to troubleshoot the service issues with his Internet service and resolve his complaint.

Consumer Response:
Complaint: ********

I am rejecting this response because: GCI has refused to upgrade their internet network out in ****** the last upgrade was in 2005. they GCI does not even see my antenna for receiving internet yet they still charge me for service on their network.

Sincerely,

****** *********

Business Response:

GCI troubleshooting with ****** showed that he is receiving the level of service he is paying for.  Whether or not any upgrades will ever be planned/completed for ****** is a GCI business decision. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *********

2/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Got credit report, showed GCI did credit check on me at end of December. Checked my bill payments - everything sent and received well before due date. Did not request new phones or switch in service during the past 2 years. NO REASON FOR THEM TO DO A CREDIT CHECK... CREDIT CHECKS ERODE CREDIT SCORE. If their random frivolous check had dropped me below a score threshold which would have affected my interest rate on loan I would be livid as it is I'm just really mad. If they check my score again for ANY reason I will switch carriers in a heartbeat.

Desired Settlement: Stop frivolous credit checks if you wish to keep this customer.

Business Response: The credit check referenced by **** in his complaint was done on December 29, 2014 (not 2015) when he first signed up for GCI wireless service.  Either ****** credit report is in error or he misread the information on it.  No other credit reports have been completed by GCI since 2014.

2/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had received the service in March 2015 when I initially wanted cable. and had the service for two months (march and april) I then had a disruption of service on June 1st and never got anything in the mail. In late august-september I received calls from collections stating i owed $400 dollars to GCI. I did not have the money right then and there to pay but the collections agency never gave me a number to call back on so I waited and waited. I recently saw a complaint about a almost identical situation that someone locally was in with GCI and decided to make this complaint to be paid off collections. Needless to say I'd rather go without cable than to use their services.

Desired Settlement: I am in hopes to have the money paid for the services I did NOT receive. from May to September.

Business Response:

******* had services activated on March 5th,2015.  Services were suspended on 5/4/2015 due to nonpayment.  Invoices were mailed to the address provided by the customer in March, April, May, June  & July 2015. GCI didn’t receive any return mail from the post office and there was no contact from the customer requesting a balance or notifying GCI that an invoice hadn’t been received.  Regardless of not receiving a bill, the customer was aware they were receiving services and never attempted to contact GCI to make a payment even after service was suspended.

The account was turned over to Cornerstone Credit Services on 7/10/2015 in the amount of $366.17.  This balance is for service from 3/5/2015-5/4/2015 and includes taxes, late fees and the unreturned cable box charge ($150.00).  When the customer returns the cable box, GCI would credit off the box charge.  The customer can contact GCI at 1-800-800-4800 to obtain the serial number of the missing box or they can contact Cornerstone Credit Services at 1-877-375-8100 to submit a payment for the services GCI provided.  The current balance at Cornerstone maybe be more than $366.17 due to interest charges from Cornerstone.

1/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cell phones charges for our two cell phones ************** ************), have been exceedingly high since I closed our other services with GCI due to move out of state. At the time, late April, I was told at the C St. branch that our, now cell phone only, bill would be around $55. I do not have my credit card statements in front of me but I do not think once during the time between my visit to the branch and disconnecting our cell phones in mid-Nov. was the bill under $100. At least twice during that time I called GCI and was told once that my next month's bill would be less as the customer service rep would switch me to unlimited calling for around $39. When I called the next month as the bill was again over $100 the customer service rep told me that she would put me on unlimited calling for around $29 a month. In Nov. my credit card statement had a GCI charge of approx. $475. I called GCI and told customer service rep (CSR) that I would not pay this bill and asked to speak to a manager. CSR then told me that he would check with his manager. I am getting a refund of approx. $470 but my closing bill for the last month would still be over $100. If necessary, I can provide credit card statements to verify GCI's charges. Unfortunately tonight I'm not able to do so as I am not home. My husband and I are retired and on Social Security. I believe GCI has grossly overcharged us and its customer service reps have either lied to me or given false information. I also would like to complain to telecommunication companies oversight agency to complain about fraudulent practices of GCI and would appreciate if you could provide me with their contact information. I certainly will not do any business with GCI when we return to Alaska. Thank you for your assistance in this matter. ***** ***********

Desired Settlement: Consumer alert and adjustment to monthly billing according to information provided to me by GCI's customer service reps.

Business Response: Per GCI records ***** on September 16, 2015 ***** called GCI Customer Service and requested that both her cell phones be changed from nationwide plans that included roaming to Alaska only plans that did not.  The additional charges ***** incurred were for roaming outside of Alaska.  Although all the charges are valid, when ***** contacted Customer Service again on December 23, 2015 the GCI representative credited her account $639.85 as a courtesy for confusion over roaming charges.  A refund to her credit card was processed the next day.

Consumer Response:


Complaint: ********

I am rejecting this response because: Per my credit card statement I was credited $475.66 on 12/26/15.  I also checked previous statements and GCI charges were as follows:  11/17  $476.72,  10/19 $130.93, 9/17 $81.92, 8/17 $245.51, 7/18 $113.95, 6/17 $45.77, 5/18 $150.74 (most likely for cable, house phone, etc.) and $88.07 (most likely cell phones).  I apparently still have an outstanding bill coming.

I also was credited around $60 when disconnecting other services and kept getting statements that I had this credit.  I called GCI after several months to ask them to put this credit toward my cell phone bill and after a second call it probably was credited as I no longer received the statement.  I never received statements for our cell phones or warnings that I was overusing. 

I find it interesting that my cell phone bill was only $45.77 in June. As mentioned earlier, I spoke to someone in person either late April or early May and explained our new situation when discontinuing other services.  I cannot believe that a GCI employee would give me fraudulent information. Why would I ask for roaming when I live out-of-state and only make infrequent calls to Alaska? I am profoundly disappointed with GCI and believe that this company engages in fraudulent business practices. I would like to contact a Consumer Protection Agency to make them aware of this company's fraudulent business practices and hope that you can pass on my case to them.  If needed, I am able to provide credit card statements .     

Sincerely,

***** ***********

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GCI currently charges for data usage. I have the r100 data plan which gives me 300 GB of data per month. There is an app available to track this usage. There is no gaming i.e. Xbox or PlayStation gaming being used in the house which could use a considerable amount of data. We stream Netflix in standard definition and occasionally use Apple TV to stream a HD movie. The average usage for the month of December was 7.7 GB a day. Then on 20 Dec and 21 Dec there was 142 GB off data used. Way out of the norm for our daily usage. I called GCI customer service on 23 Dec to question this. I was told there was nothing they could do and to come up with a new password. I was referred to tech support who offered no solutions. I was then referred to another customer service rep who said there could have been an issue and he would have the equipment/account looked at to see if there could have been a glitch of some type. I was told I would receive a call back shortly and did not.

Desired Settlement: I would like to see how the data is monitored and would like new equipment. I would also like compensation if I need to buy additional data buckets before my billing cycle is over.

Business Response: GCI has finished its review of ******* data usage and did not find any anomaly.  GCI neither set up ******* home network nor controls how he uses the Internet service so we cannot say with any certainty how he used the data other than to suggest that he make sure his home network is secure and that he visits GCI’s web site for valuable information on data usage and also to monitor his usage in the future.

Consumer Response:
Complaint: ********

I am rejecting this response because: GCI has not provided any resource as to how they monitor data usage.  

Sincerely,

***** ********

Business Response:

GCI has nothing new to add to our previous response to this complaint.  Without verifiable proof contradicting GCI’s usage records based off of information from ******* cable modem our final response is that the usage records and the billing records are correct as rendered.  Butch can visit any GCI Retail store and swap his cable modem for a new one if he remains in doubt.

Consumer Response:
Complaint: ********

I am rejecting this response because: GCI has not provided anything that was requested.  All they can say is they stand by their equipment but, can not provided any details on how they actually monitor data usage.  

Sincerely,

***** ********

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had overage charges on my mifi wireless internet bill with GCI (93gb) the bill came in as much as my cost of living for a month month(1,010.88 was the past due)and the total bill for two month was $1220.61.I never got a billing statement for the past due. I call in to talk with a manager and filed a dispute, asking if there can be something worked out. I felt as if they did not want to work with me to make it right.I was giving advice by the manager in anchorage who I spoke with on the phone to take the device into the store to have it looked at, I then went into the Juneau area GCI on Thursday, December 31st and asked to talk to a manager because the matter of not just my bill but I also had a issue taking my mothers name off the account. I had tried to get the name on the account dealt with in the past with no help and still my mother name on the account. The lady I first talk to was polite and I was not sure if she could help so than I asked to talk to a Manager and she had said that was not needed and she could help me the Manager came over and had no name tag on and started to say there was nothing she could do to help and and asked me to leave because is was posted on the door that they were closing early for the holiday. I than brought up that I have been trying to remove my moms name from the account and have not been able to.

Desired Settlement: when you start to get high up in the numbers there is a demand of payment to keep moving up. GCI did not contact me in any way and just let my bill run up. I would like them to have a better Eye on the costumers usage and not just let it run high. instead of billing a costumer an out rages bill to contact them for a payment to move on or to shut it off. I would like GCI to work with me so I afford to pay my Overage charges and not be Charged what could pay cost of living.

Business Response: GCI is not able to discuss with ****** the account she referenced in her complaint.  The account is in someone else’s name and ****** is not an authorized party on the account.  In order for GCI to discuss the account with ****** the account holder would need to authorize ****** on the account or sign an Assume & Release form to turn the account services over to ******.  When this information was presented to ****** on December 31, 2015 when she visited a GCI store her behavior became such that she had to be asked to leave the store.

1/8/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my internet services with GCI in October 2015 and paid the $40 bill that was due in person at the local store. My account, however, was not cancelled and my credit card was automatically billed $59.99 November 10th, 2015. I called GCI to resolve this issue and was instructed to have my financial institution stop the $59.99 payment because GCI could not refund the $59.99 to me. I had the payment stopped and was happy to be done with GCI. It is now December 18th, 2015 and I received a bill of $40. When I contacted GCI they said that they had refunded my final $40 payment and that I will now be sent to collections for failure to pay. I never asked for a $40 refund, I only asked the $59.99 to be refunded which they would not do, leading me to stop the payment through my credit card company.

Desired Settlement: GCI should admit fault of a $40 refund and close out the account. Their poor customer service and in-house communication was the reason I was cancelling my account with them and now I have another example of somebody in the company somewhere incapable of simply paying a bill, closing an account, and ending service.

Business Response:

With all his payments, pro-rated credits for cancelling service, and a $40.00 billed to his account **** had a credit balance of -$21.29 on his November invoice.  For reasons known only to **** he disputed one of his payments with his credit card company so the payment was added back to his account and his December invoice has a balance due of $38.70 (-21.29 + 59.99).  Once **** pays this final invoice his account balance will be zero.

Consumer Response:
Complaint: ********

I am rejecting this response because: The person who responded must not have read the complaint in its entirety. I PAID OFF the account with $40 at the local store and was later charged AGAIN for $59.99 which is what I disputed with my financial institution. The overcharge($59.99) of a paid-off cancelled account is the only payment I requested be returned and I was instructed by GCI customer service to dispute it with my credit card company.

Sincerely,

**** ******

Business Response: Unfortunately ****** information is incorrect.  **** can request a copy of his invoices from GCI if needs help in figuring out his billing.  GCI stands behind the invoices as presented.

12/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Company is advertising a single "Red" plan for ********* and ****** customers. On their website it reads: “Red is our fastest internet plan. With red you receive the fastest internet speed available in your area. As our top plan speeds increase, your speeds also increase, automatically!" My complaint is about usage limits. When in *********, the usage limit for the same plan is 750GB, in ******* area limit is set to 600GB. Nowhere there is said that I am on any different plan than Red customers in *********. It clearly say “Our Top Plan” (Red) and nothing else. We pay same service charge in both locations but according to GCI, there is another plan, and I am not on that. This is false advertising because definition of Red service only talks about single Red plan "fastest internet plan" with speeds going up as area is added to the 1Gbps service area.

Desired Settlement: I would like to see GCI giving same usage limits to customers who are on same Internet plan (Red) regardless of location as long as customer pays same amount for the same service.

Business Response: Unfortunately the information contained in Ms. ****’s complaint is incorrect.  GCI’s web site gives available plan information by service area.  Currently the ******* service area does not have the 1 GIG Internet service plan.  The highest available speed in ******* is 500 Mbps as shown on our web site.  The lesser speed also includes less included data than the 1 Gig plan.  Once the 1 Gig plan becomes available then ******* customers will receive the same speed and included data.  The plan upgrade will be at no additional cost as it was in *********.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****

11/18/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: paying device protection premium. phone face has crack called number they provided and was told that it would cost 200 dollars to get fixed.

Desired Settlement: replacement

Business Response: When ****** financed a new phone through GCI on February 21, 2015 he also included handset insurance with his purchase.  The information given to him at that time, both verbally and in writing is that the handset insurance has a $199.00 deductible which is still far less expensive than paying full retail value to replace his phone.  This information is also on the GCI web site at http://www.gci.com/wireless/protection

Consumer Response:
Complaint: ********

I am rejecting this response because:it was not explained or else I would not have gotten it.

Sincerely,

****** **********

10/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a hotspot and had a SIM card sent with. I called the company the explained how to install and get it up and running. I could never get up and running so I sent it back. They charged my credit card and I disputed with my credit card and was refunded the money back to me. The company is now billing me again for 176.50. I was never able to get the hotspot to work and they are saying it was damaged on my end. I believe it was damaged when sent to me as I was never able to use the product.

Desired Settlement: I want them to stop billing and contacting me about the product and money they feel I owe.

Business Response:
******* complaint fails to mention that she forcibly inserted the SIM card into the MiFi device sideways damaging both the SIM card and the Mifi.  Since she cancelled the payment made with her credit card her GCI account was charged for the damaged equipment.  All charges on her account are strictly for the equipment she herself damaged and are owed to GCI.  In addition, GCI is unable to troubleshoot the MiFi due to the damage to it.

Consumer Response:


Complaint: ********

I am rejecting this response because:

The item came in three pieces with out any instructions.  I called the customer service line and he walked me thru how to put it together and insert.  He failed to provide me with the correct information.  That does not fall back on me as a consumer, it fails back on your company and employees to provide correct information on product.  The item has been returned and I will not being paying for a product that I can't use.  I went with another carrier with no problems.

Sincerely,

***** ********

Business Response: GCI did assist ***** over the phone in installing the SIM card into the MifI.  However, since it was over the phone, inserting it properly required ***** to accurately follow the instructions given as well as all printed/diagrammed instructions.  GCI would not have instructed her to forcibly insert the SIM card sidways which how it was returned to GCI.  ***** is soley responsible for the damaged MiFi.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

I did as the your customer service agent advise the item didn't come with clear instructions reason why I had to call.  I did not intentionality damage the item and will not be responsible for what your employee advise me to do.   Please stop billing me, I will not pay for something the that falls back on your employee and company. 

Sincerely,

***** ********

10/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have wireless internet service with GCI. For reasons unknown to us and of no interest to GCI, we are, at present, being billed for a massive, anomalous, spike in data usage on the order of 4000 MB in the span of one minute. Speaking with one of their, astonished, tech geeks (who was quite helpful and sincere) he stated that he could not possibly account for such a massive spike. He connected us with a customer service rep who instantly tried to turn the tables on us. They did not seem surprised by our complaint at all, showed no interest whatever in trying to resolve the issue but, rather, immediately set about trying to blame us for it and force us into, not only paying for the fraudulent charges but also paying for a more expensive plan. Their rep ended up yelling at us over the phone before I hung up on her. It appears that GCI is gouging their customers with fraudulent charges and then using that spike in billing in order to push them into paying for more expensive plans. We surmise this from the fact that we are not the only ones who've had this problem in our area. Further evidence may be found in the fact that the mechanism we would use to monitor our own data consumption has been switched off by the company; we have no way to verify the veracity of GCI's billing against us and they show no interest in addressing that problem either. The "solution" to these issues is "...you gotta pay, then pay more."

Desired Settlement: These, terribly coincidental, "anomalies" being experienced by ourselves and others bespeak a concerted effort on the part of GCI to defraud it's customers and this being particularly prevalent in areas where GCI knows it's customers have no alternative to their service. Until some external pressure is brought to bear against GCI, no remedy will be forthcoming. In order to facilitate the basis for such pressure these complaints must be brought to the fore and that can only happen through broader awareness among those of us so affected. What we desire at this point is for others with the same complaints to make their cases known. Once a pattern of fraud/abuse has been established, should this be the case as we now suspect, appropriate action may be determined from there.

Business Response:

******* mobile Internet broadband usage is neither anomalous (irregular, abnormal) nor could it be considered a spike but rather it  is his normal pattern of usage since first signing up for mobile broadband service on June 19, 2015.  ******* first invoice dated June 26, 2015 showed 9GB of usage in his first 5 days of service.  Since then, subsequent monthly invoices
showed usage at 42GB, 36GB, and 28GB in that order.  GCI did apply a courtesy credit of $172.50 to Brian’s July 26th invoice and a $240.00 courtesy credit to his August invoice.  On October 4th ******** upgraded their wireless broadband plan from 10GB to 20GB.  Since GCI does not control how a customer uses their Internet service we can only educate them on how to monitor their own usage.

9/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: During the year of 2014 I had both an internet and cable account with GCI. As a result to having back surgery I wasn't able to keep up with my bills the way I wish I could. I had talked to different GCI representatives over the phone before during and after my surgery to explain to them what I was going thru and they assured me that they would work with me on my payments. Finally on October 08, 2014, I was ready to get all cought up with my bills since I started recovering my normal income. I was able to pay my internet service account in full, but when I attempted to pay for my cable service the representative informed me that I would had to wait while he look at my account, after a few minutes of waiting my phone call was disconnected. I decided to call back only to find out from another representative that my cable account was referred to*********** ****** ********** ******* I demanded to speak with a supervisor since the person on the phone wasn't able to explain to me how my cable account ended up in collection but not my internet account. The next person I spoke too was very rude and pretty much that they was nothing they can do that I would have to go thru the collection agency from now on. I have tried numerous time since then to settle my account with no response from neither GCI or *********** ********** ******. This is affecting me and my family in a very negative way since last year it has been reported to all the major credit reporting agencies. I really don't understand how after I maintained communication with GCI and kept them informed they would end up treating me this way and to make even more ironic I still hold the same internet account which has been kept current since my recovery over a year ago. I am not looking for any favors I just want to pay GCI their money as I promised the day they provided their services and hope they can remove the negative information from my Credit report. It's only fair!!!

Desired Settlement: I just want to settle the account with GCI and have them remove all the negative information from all credit reporting agencies.

Business Response:

****** cable service was suspended on 7/9/14 for non-payment.  Previously he had made payments in February, April, and June.  His June payment of $220.21 against a balance due of $503.19 still left his account seriously past due.  With no additional payments from **** after the June payment his cable account was sent to *********** ****** ******** (***) on September 14, 2014 for collection. **** and *** have traded a couple of letters back and forth concerning this debt with **** requesting *** reduce the debt in half in return for payment.  When ****** Internet account was suspended for non-payment on 7/29/14 he made a payment of $363.51 to restore service.  Internet service was again suspended for non-payment on 9/15/15 and reactivated with a payment of $702.66 on 10/8/14.  This is the reason his cable account went to *** and his Internet account did not.  **** can improve his credit report by paying his debt in full to *********** ****** ********.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I maintained communication with GCI during my recovery, constantly told that they understood the circumstances and that GCI would work with me. not once was I told that my account was being referred to collection. Furthermore once I did find out that my account with GCI was sent to collections I didn't hesitate to contact both GCI and *********** ********** ******. I have sent multiple letters to the *********** office offering to settle the account for an amount I would be able to afford at the time of each letter, but I never received a response whether it was rejecting my offer or offering their own. I just want to resolve this matter as soon as possible in a way that I think would be only fair to both parties I'm more than willing to pay the amount of the original statement from GCI which is a total of $898.93 in exchange for GCI having *********** remove the negative information from all major Credit Reporting Agencies.

Sincerely,

**** *******

9/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

I would like to file a complaint against General Communications Inc. (GCI) regarding an unauthorized debit to my ****** *** bank account for internet services which I did not have at the time. Please see the attached document for full details.

 

Summary of complaint

Instigation of complaint

On 8/14/15, General Communication Inc. (“GCI”) performed an unauthorized debit from my Alaska USA bank account for $282.59. I currently do not have service with GCI and have not had service with GCI since February 2015. At the time of the unauthorized debit, my previously-held account balance owed to GCI was $0.00. 

Attempt to resolve complaint

I called GCI on 8/15/15 to alert them of the unauthorized charge and to also inform them this charge has caused multiple transactions to bounce in my ****** *** bank account, forcing my account to be overdrawn and accumulate fees. The GCI Assistant Manager did not seemed phased by my complaint. The Assistant Manager tried to explain to me how the charge was valid but, after several minutes of researching and arguing with me, she realized the mistake. Her reason for the mistake was that GCI’s account services systems and billing systems are separate and do not communicate with each other, so if automatic or otherwise future scheduled payments were arranged with an account, GCI will proceed with debiting accounts, even if there was no active service assigned to the account. According to this, GCI will continue with the debit process, even though there is a $0.00 balance on the account.

Attempt at reimbursement for unauthorized debits

The Assistant Manager said the $282.59 will be refunded to my account within 3 business days. I requested reimbursement of the bank fees, as I would have never accumulated those had GCI not illegally debited my account. As of 8/15/15, there was a total of 5 non-sufficient funds (NSF) fees totaling $100.00.  At first, GCI declined to pay for my bank fees, but I was persistent and the Assistant MANAGER agreed to pay the fees as long as I brought a bank statement to one of the stores. At 10am on 8/15/15, I went to the Anchorage Downtown GCI store with a bank statement in hand. I dropped off the statement and the GCI Representative said I should see a refund of the NSF fees, totaling $100, within 2 weeks. Thus, GCI promised two separate reimbursements: one for the initial debit and another for the NSF fees that were a result of the debit.

Reimbursement follow-up

The week of 8/16/15-8/21/15, I did not see the $282.59 back in my account. I called Friday 8/21/15 in the afternoon to inquire about $282.59 not deposited in my account within 3 business days, as was promised by Assistant Manager. At this point my account accumulated an additional 14 NSF charge fees totaling $280.00. No other transactions were initiated by me, so these NSF fees were direct results from GCI’s illegal and unauthorized debit of my account.

The first GCI representative said it will come in paper check form to my address and should be there within 10 days. I requested to speak to a manager. The Manager agreed to pay for the additional charges because I did not receive the correct information about when and how the $282.59 would be returned. I was instructed to bring another copy of my bank account statement to GCI once I had received the check in the mail and they would pay for the additional fees of $380.00. A couple days passed and finally on 8/25/15 I received a check in the mail for $282.59. I deposited the check into my bank and asked for another bank statement. On 8/26/15, I returned to the Downtown GCI store again and dropped off my statement. My statement included the unauthorized charge, all 19 bank fee charges of $20, and the date I deposited the $282.59 check. I blacked out all of my regular daily transactions because it is none of GCI’s business what, where, or how I spend my money. The statement submitted was very clear. Several days have gone by and I still have not seen the money for the bank fees. I called the Manager that I communicated with on 9/8/15 and he said he had submitted the statement to the Treasury Dept and everything should be good to go.

On 9/11/15, I receive a call from the Manager saying the Treasury Dept Manager has requested additional information and would like a statement that my transactions are not blacked out. I called back on 9/13/15 and spoke with another Assistant Manager because the Manager I had been dealing with was not working. I told her the statement I provided showed the unauthorized charge, the NSF fee charges, and the date I deposited the reimbursement check. I will not submit a statement with all of my charges visible because it is an invasion of my privacy and GCI is hardly authorized to have debited my account in the first place, much less to be privy to unrelated transactions in my personal account.

Expectations for resolution of complaint

My desired settlement would be to pay me my $380.00 worth of bank fees. I want nothing more and will accept nothing less. This is a communications company that cannot get their systems together and I have been a victim to their ineptitude. I know it’s possible to make an electronic debit system not debit when there is a $0.00 balance, but GCI has failed to maintain their accounts across their non-overlapping systems which has resulted in my issue. This is an issue of corporate responsibility and unfortunately, GCI is as close to a State-sponsored monopoly who is not being held to legal and regulatory expectations.

Desired Settlement: My desired settlement would be to pay me my $380.00 worth of bank fees. I want nothing more and will accept nothing less. This is a communications company that cannot get their systems together and I have been a victim to their ineptitude. I know it’s possible to make an electronic debit system not debit when there is a $0.00 balance, but GCI has failed to maintain their accounts across their non-overlapping systems which has resulted in my issue. This is an issue of corporate responsibility and unfortunately, GCI is as close to a State-sponsored monopoly who is not being held to legal and regulatory expectations.

Business Response: Ms. ***** has filed this same complaint with the FCC.  The FCC has given GCI until 10/16/15 to reply to the complaint and provide Ms. ***** a copy of our reply.  GCI will not be providing any further reponses to this complaint thru the BBB.



Due Date: 10/16/2015

Serve Date: 09/16/2015

***

Link to Ticket: ************************************************

Subject: Unauthorized debits by General Communications Inc (GCI)

Tags: alaska billing_internet cable_internet carrier_response_pending
no_filing_on_behalf other

Email: *******@gmail.com

Method: - -

Issue:- -

Number subject to complaint:

Company Name:

Other Company Name: General Communications Inc (GCI)

Account #:

First: *****

Last: *****

Address: *** ******* **

City: Anchorage

State: alaska

Zip: 99508

Phone where to be contacted: ************

Filing on Behalf of Someone: No

Relationship:

First Name:

Last Name:

Serve Status: carrier_response_pending

Ticket Information:







***** ******* *FCC Complaints)
Sep 16, 11:24 AM



Private note



Please use
the Macro called "Closure Response to FCC" when you are ready to
respond.
This
constitutes a notice of informal complaint filed with the FCC against your
company. Your response to the consumer (with a copy to the FCC) is due no
later than 30 days from the date of this notice.
For more
information on your legal responsibilities, see https://us-fcc.app.box.com/complaintnotice.

If you have
any questions regarding this notice, please contact the FCC at **************@fcc.gov.







 







*******
Sep 15, 2:54 PM



******* was not signed in when this comment was submitted.
Learn more



Please see
attached document for full details. GCI performed an unauthorized debit
from my bank account when I do not have service with GCI.
Attachment(s)

GCI
_*****_*****.docx







You
are an agent. Add a comment by replying to this email or view
ticket in Zendesk.




Ticket #


******




Status


Open




Requester


******* <*******@gmail.com>




CCs


-




Group


GCI Communications Corp.




Assignee


-




Priority


-




Type


Ticket




Channel


Web Form




 

This email is a service from FCC Complaints. Delivered by Zendesk

Consumer Response:  
Complaint: ********

I am rejecting this response because:GCI needs to update both complaints from the BBB and the FCC. The public should be aware of these questionable business practices.

Sincerely,

***** *****

9/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They keep over-billing and adding in unforeseen charges, I have contacted them for over 4 months now and they've refused to fix the situation and currently owe me over $70 in bogus charges.

Desired Settlement: A billing adjustment or just a refund. But I've tried the billing adjustment for over 4 months, and every single time they said it's fixed and will appear on the next bill, they end up over-charging me that month, it's getting ridiculous....I'm not the type to file a complaint about a cell phone company, but at this point it's getting out of control and contacting them for over 4 months clearly hasn't worked.

Business Response:

******* filed his same complaint with the FCC.  Attached is GCI's response to the FCC

 
Re: Notice of Informal Complaint #****** (******* ******)



Dear Ms. *******:

This letter is written in response to the above-referenced complaint filed by ******* ******
against GCI Communication Corp. (GCI), concerning billing for wireless services. GCI takes
seriously all customer complaints and has looked into this issue.

On October 9, 2014, Mr. ****** signed up for an Alaska-only plan on one of the two mobile phones
(907-625-1538) on his GCI wireless account. The other phone associated with his account is on a
nationwide plan. GCI's Alaska iPhone plan costs $29.99 per month and the comparable nationwide
plan costs $39.99 per month.

In June 2015, Mr. ****** made GCI aware he preferred that both phones on this account be on a
nationwide plan. GCI switched Mr. ******'s ************ number to the nationwide plan as of June
12, 2015, and applied a courtesy credit of$24.65 to his account. That credit plus the difference
in the price of the two plans more than covered the $7.65 in roaming charges that appeared on the
Mr. ******'s invoice due in June (covering a service period of April 21st through May 20th), plus
the $18.90 in roaming charges that had already been incurred between May 21st and June 11th which
would appear on Mr. ******'s next invoice due in July. After Mr. ****** called with questions
about the $18.90 in roaming charges for the service period between May
21st and June 11th GCI, gave Mr. ****** an additional courtesy credit of$33.90 that appeared on
his invoice due in August.

We have attached copies of the pertinent pages from Mr. ******'s invoices due in June, July, and
August reflecting this information. Please do not hesitate to contact the undersigned should you
have any questions or require additional information.

 ***SUPPORTING DOCUMENTS REDACTED BY BBB***

Consumer Response:  
Complaint: ********

I am rejecting this response because:

When my wife initially signed us up, she requested for nationwide for both phones, the GCI rep confirmed that, so there should’ve been any “roaming” fees to begin with.  This is not only about overage charges, but flat-out not providing the services we signed up for.  Imagine signing up for services, not getting them, and then being overcharged by $40, how would you feel?


In the attached photo on the left column the months that I did not receive the services that I was paying for are highlighted (May 12th to July 27th).  The area I was staying in was listed as a service area for GCI in Montana.  I contacted the GCI tech department on May 13th, and they informed that they could not help me at all, and they basically refused to do anything.


Now notice on the right hand column is the bill I received for the months I did not receive service.  Notice how it jumps from $118.53 to $142.89 and $135.40.  If you do the math, I was overcharged $24.36 for the month of May (which I didn’t even hardly receive any services) and $16.87 for June (another month that I received almost no services).  Total that together and it is a total of overcharges of $41.23.


Then in August my bill was $111.17, so that’s a credit of $7.28.  So adding that in, I was overcharged a total of $33.95 for services I didn’t even really get.


So as soon as I got back to Alaska, I called to make sure both phones were now on “Alaska-only” coverage, since we aren’t leaving the state for while.  So explain to me, how being on Alaska only for over a month, our bill is somehow $120.31…when only 1 phone was on nationwide it was $118.45, that just doesn’t make any sense.  So that’s an overcharge of at least $7 (probably more), add that on, and now the total of overcharges is $40.23.


I was going to drop this whole thing, but there it is, as soon as I get the September bill, it’s another overcharge, when does it stop?



Sincerely,

******* ******

9/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have had GCI for almost a year now since we have lived in ******. Currently we are moving to *** ********* but I do not have solid service here, or anywhere in the lower 48. GCI runs off TMobile towers however the service provided with TMobile does not provide adequate service coverage where I am moving to. If I wanted TMobile service I would have bought it. GCI will not waive early termination fees and are requiring us to pay $298.71 for each phone to cancel our service. This is just for our cellphone service, I have not inquired about our cable service we will need to disconnect as well. GCI won't let us suspend service for longer than 30 days either leaving absolutely no option but to pay this company a ridiculous amount of money because we can not use their service in *** *********. We have no plans of moving back to ****** in the future and will not need their service and we can not use their service anywhere but ******

Desired Settlement: I would like GCI to terminate my contract with out any early termination fees for my phone, Internet and cable service. I feel it is only honorable for GCI to release us from the contract and not pursue any fees not related to active balance owed.

Business Response:

GCI entered into service contracts with ********* in good faith expecting her to honor her commitment.  She visited a GCI retail store on August 28th and asked about waiving the early termination fees on her cell contracts due to military orders, something she did not mention in her complaint.  She was informed that with a copy of her military PCS move orders GCI’s policy is to waive the fees.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
I did not tell anybody at GCI I was military, I asked why military members were the only ones who were able to get released from their contract and the man helping me said if I had orders GCI would waive the ETF. I have not been military for 5 years however I am in the process of moving from Alaska to New Hampshire where I do not have adequate coverage and can not continue to use GCI services. If we were military wouldn't we have added that to the account when we originally signed up with GCI? 

Sincerely,

********* *******

Business Response:

Since *********, by her own admission, is not a military member and thus not eligible for termination of her contract under the Servicemembers Civil Relief Act then the only proper thing for her to do is to live up to the contract she freely signed with GCI or pay the early termination fees described in the contract.

Consumer Response:  
Complaint: ********

I am rejecting this response because: It is wrong to change a person or persons an early termination fee because your company does not have coverage where I am living. Regardless the contact it is bad business to charge for services outside of Alaska when your company does not provide coverage. Would GCI have provided adequate cell service in New Hampshire this would not be an issue however if you don't offer services you should fall into suit with every other cell provider and when a customer moves outside of that area of coverage, work with the customer to collect past due and excuse ETF. You're giving GCI a bad name for only accommodating active duty military.
I would like to be in contact with a representative from GCI who has authority in this matter. Do what's right. 

Sincerely,
********* *******

8/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I owed money for a cable equip thement box, purchased March 4, 2012, which was returned. GCI referred me to collections on May 17, 2012. Gci didn't communicate with the collections agency properly to remove that debt. That on Dec 5, 2014, I unknowingly paid that debt, which a portion of which was the 210$ equipment charge, through *********** ****** ******** **** I have made multiple attempts to have the money refunded, and been given the run around. I've made attempts over the phone as well as different locations throughout Anchorage and have been advised by multiple employees that gci would send me a check for the refund.

Desired Settlement: I would like a check for the full refund on monies paid for the box that was returned in the amount of $210.

Business Response: ******* has picked up his refund check.  GCI regrets the delay in processing it.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had an issue that has been reoccurring since December of 2014 that has yet to be resolved. The company is supposed to send out a text message and e-mail message when you have hit a certain percentage of usage in your data plan so that you can either stop using your data or be prepared for extra charges. Since the previously stated date I have not been getting either one and I keep getting hit with extra charges due to going over my data plan. I've called the customer service number at least 4 times before today to let them know about the problem and had been told that it would be fixed. The problem is still occurring so I called back today (07/28/2015) and was informed that an email would be sent to their tech department, which I had already been told on previous calls that it would happen and it never did. I also got informed that none of my other calls have even been recorded in their system so the woman I had spoken to today had no knowledge that I've been dealing with this for so long. I also don't get good cell reception in my own home, unless I go outside on my porch. I tried to see if they can wave the ETF so that I can switch to another phone company and they informed me that they cannot do so. Having this issue occurring for so long and having it ignored so many times, on top of not getting very good cell reception in my own home is, in my eyes, a good enough reason to cancel my phone plan without the early termination fee. I feel that the company is being quite unreasonable in this matter. I do not believe that with all of these issues they have a right to ask for that fee.

Desired Settlement: I just want to be able to cancel my phone plan without having to pay a ridiculous fee.

Business Response:

****** ported her cell service to another carrier yesterday and is no longer a GCI wireless customer.  A review of trouble ticket history shows that ****** did not give GCI the opportunity to address the service issues she claims to have experienced even though she also claims to have exceeded her monthly data allowance.  All charges on ******** account are valid and no credits are warranted.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I had called multiple times about the issue on not receiving the data alerts and only one of the calls was actually recorded, I don't understand why none of my previous calls were even noted. I'm assuming that since only that one call had been recorded that the email to their tech team had never been sent either. I had been told to try the app that they offer to view data usage on my plan and it wouldn't work.  Not having very good cell service at my home was not the main basis on my complaint, that was just another issue. I did switch carriers after I had talked to a supervisor in their customer service department and been told that there was nothing that they could do to resolve the issues. I refuse to stay with a cellular company that gives me multiple issues and doesn't do a very good job at resolving them.

Sincerely,

****** ******

Business Response:

The terms of the wireless contracts that ****** signed in March 2014 clearly state that early termination fees apply when the contract is not fulfilled. When ****** signed new 2-year contracts, in addition to receiving new phones, she agreed to abide by the terms and conditions of service found on GCI’s web site. The alert notifications ****** refers to in her complaint are provided strictly as a courtesy. GCI also provide its customers with other options for tracking their data usage such as our online usage viewer in addition to the app she mentions. Nothing in ******** complaint warrants her terminating her contract early and without penalty.

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted with GCI for cable/internet service in June of 2012; at that time cable was laid on the surface of 3 lots (one of which was mine) and attached to my house; at that time I was assured that GCI would be back and bury the cable. Now it is three years later and I am still getting excuses from GCI and promises of "next week" to do the work. My most recent attempt to have this work completed was summer of 2015; GCI acknowledged the work was not complete and gave me a date of first of July to accomplish the buriel of the cable line. It is the end of July and I am still getting excuses from GCI. The city of Palmer, AK has codes addressing the burial of service lines making this a necessary compliance for GCI to finish the work. This is also an inconvience for my neighbors as this GCI cable still lays across their yards as well.

Desired Settlement: My desired outcome for this is that GCI will properly bury the cable/internet line.

Business Response:

GCI has been in contact with ****** and expects to have the cable buried by Friday July 31st.

Consumer Response:  
Complaint: ********

I am rejecting this response because:I will not drop the complaint untill the work is finished

Sincerely,

****** *****

7/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called GCI on March 14, 2015 to discontinue service of lifeline account. The representative said no problem and it would be taken care of right away. April 4, 2015, I called because of an increase in my bill and the rep. said it would be taken care of again. I called again on the 25th of May which they said it was taken care of via email requesting adjustment to my account and they were sorry this was happening. So on 31 of May I check with them again and they said, I need to wait for an answer. So finally in June, I called and asked the rep. “why am I still getting billed and he said I didn't call into have it cancelled and my request was denied. I was completely shocked by his statement. I let him know, I have called in several times to have it cancelled, but he said it was not noted in their system and that is why I am being billed. In speaking with the supervisor she just confirmed the rep. statements. She then stated I will be receiving another bill for July since I am just now canceling my account. I could not believe what I was hearing and said “are you kidding me” and she said no you are just now cancelling your service. Feeling angered about my situation, I went to GCI at Bently Mall in Fairbanks Alaska to see if I can make a difference in person. I showed them my **** CALL LOG; showing I called them SEVERAL TIMES beginning in March thru June of 2015 a total of 11 calls 119 minutes. I received the same results, because the rep. just emailed my concerns and they just gave her the same answer. I indicted to the rep. that I am going to file a complaint against them via BBB but she just said it would be better for me to just pay the bill because the BBB wouldn't do anything about it. Note: Throughout this whole dispute, GCI kept stating they have immaculate records and they would know about any information conducted, but they denied I called, even after I physically showed them my **** phone log.

Desired Settlement: I only owe one month bill, so I shouldn't be billed for the following months they added.

Business Response:

As a courtesy to *******, GCI has credited all outstanding charges on his account leaving a zero balance owed.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

7/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I started my contract with GCI for cellular service in August. Anytime I'm out of the Anchorage area, data doesn't work. The solution they've given me, doesn't work. My latest communication with them May 27th, remains unanswered.

Desired Settlement: Can I get a provider that will work ASAP. The contract I signed with GCI was that in exchange for my money. I would get service...I don't. I see no reason why I should be held to a contract that they've not fulfilled. Thanks, ******

Business Response:

On 9/26/14 ****** signed a two-year wireless service contract with GCI and received a new iPhone 6 at the discounted price of $99.00.  Along with the contract she also was given a 14-day trial period in which she could return the phone at no cost except a small restocking fee.  On the contract ***** signed is the following statement: "I have read, understand, and accept the below-stated terms and conditions of this contract.  I acknowledge that full terms and conditions can be found at http://www.gci.com/about/wireless-policies."   The terms and conditions of service that ***** acknowledged state in part: “It is your responsibility to assess whether the actual coverage at your location is acceptable to you for purposes of using our service and you acknowledge that there may be service outages, limitations, and interruptions at your location. We are not liable for service outages, nor for service limitations or interruptions.”  ****** can cancel her wireless service at any time and pay the early termination fees described in her contract if she wishes to establish service with a different provider.

Consumer Response:  
Complaint: ********

I am rejecting this response because:  GCI Advertises "all across Alaska" yet offers less service than the three other providers I've used here in the past 15 years.

Does a contract truly only protect the business? Not the client?  If I
promise to pay for service for two years, aren't they required to
provide service to me which includes data, for those two years?  I understand outages, spotty service, but when I can't
get data in Glennallen, Houston, Portage, even though I have cell
signal, that is a problem that the provider should address and resolve. If they have service there but not data service, how can they expect me to pay the data package price rather than the price of a phoneline?


I travel the highways of Alaska and Canada for my job with the MILEPOST travel guide and never dreamed that this Alaska business could offer less service than what I'd had in the past with ****, ******* and ***. My last contract was with *** and even they offered better data services than GCI does. I signed a contract for service that was advertised--their advertising is completely false and their response to my concerns has been negligible. I will happily note in my travels that only ******* and **** can be counted on to provide cell service in Alaska.

June 18th I was contacted by ******* from GCI who said he was unable to assist me but that someone "higher up" would be calling me back about this, likely later that same day. I've still heard nothing.  I guess this was the response? I will happily return the iPhone 6 in exchange for the end of my 2-year contract.

thanks,
******


Sincerely,

****** *********

Business Response:

As previously stated ***** had two weeks in which to cancel her service with GCI without penalty.  Something she chose not to take advantage of.  Threatening to use her professional position for gain in her private affairs is unconscionable and will not change GCI’s position in this matter.  GCI also takes exception to *****’s allegations of less service and would remind her that no other wireless carrier in Alaska covers more of Alaska and especially rural Alaska. GCI is proud of the wireless network it has built and continues to expand and improve its wireless network throughout Alaska.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I disagree entirely with what GCI is stating. I'm not "threatening to use my professional position for gain in my private affairs," my professional position DEMANDS that I relay what cell service does and does not work in different locations. Our readers deserve to know cell coverage to the best of my ability and for that reason, I include that information. If I weren't using GCI, I wouldn't realize how often it didn't work. I can only relay my experience on the road and provide that information. Whether or not GCI actually covers more of Alaska than other cell services available, I don't know. What matters to me is that it covers the areas that I travel and it does not, and other carriers do.

At this point I would hope that BBB will intercede for me as GCI is clearly determined to offer sub-par service for premium prices--and du so with utter immunity.

Sincerely,

****** *********

6/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: GCI's Customer Service Specialists do not provide consumers with written contracts in compliance with the Alaska Consumer Protection Act, AS 45.50.471.2.13. Specifically, the Term Agreement For GCI TV (G-Series) was not provided until it was requested and the specialist had difficulty locating a copy even though they are required to be given to every consumer. The Term Agreement did not include the required name and address of the seller nor the name and address of the organization that the seller represents. It did not specify any of the terms and conditions of the sale, and did not include a description of the goods or services in any language, let alone readable, clear, and unambiguous language. The store manager stapled a sales flyer to the Term Agreement and wrote "see attached for notes" and considered that as an extension of the agreement. GCI also considers a six page Notice of Amendment to GCI Residential Cable TV Terms and Conditions as part of the agreement even though it is not provided by the specialists at the time of sale. Thus the Term agreement does not state the beginning date, ending date, rate for service, specification of the service, additional costs and fees, billing dates, or payment due dates. Nor does it state you are now forced to accept binding arbitration. As for the multi-colored flyer, the BIG NEWS is 203 channels for $29.99 a month, except for that asterisk and the very fine print at the bottom of the page mentioning G-Series plans increase for months 13-24. In this case to $54.99 a month for a true cost of $42.49 a month for the 24 month term. AS 45.50.471.2.12. prohibits employing deception, misrepresentation, or knowingly concealing, or suppressing a material fact in connection with the sale or advertisement of services. As 45.50.471.1. states "...unfair or deceptive acts or practices in the conduct of trade or commerce are declared to be unlawful." The Attorney General's Office is responsible for investigation and prosecution.

Desired Settlement: GCI is to acknowledge its violations of As 45.50.471.2.10.-13. GCI shall issue all consumers, whether online, telephonic, in store or at a kiosk, written contracts meeting all of the conditions of the Alaska Consumer Protection Act specifying all of the terms and conditions in readable, clear, and unambiguous language. GCI is to cease issuing advertisements employing deception, misrepresentation, concealment, suppression, or omitting material facts. GCI is to provide training on unlawful acts under the Alaska Consumer Protection Act to all employees who interact with the public, whether in person or through written communications, solicitations, or advertisements and certify each employee's completion of the training. These conditions are to apply to all services provided by GCI, including but not limited to land line telephone service, video TV service, internet service, and cellular telephone service.

Business Response: Mr. ******** also filed this same complaint with the Alaska Attorney General's office.  GCI will be responding to his complaint through them.

5/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for GCI wireless service in Oct 30 2014. As part of their advertisement, they were supposed to reimburse the previous cell phone company's termination fee in prorated amounts. I have stopped by their store a few times now to give them the proof that they need. Each time they tell me it would take 90 days to process. That is why it is now May 2015 and I have only received one prorated credit that was done manually. I called again and spoke to their assistant manager, Steve, who said that I have to wait until Aug to get the next one. They say they do not have records of my previous visits and I do not have proof either. But I'd like to warn others to be careful with them.

Desired Settlement: Start my bill credits now. Its been over 7 months.

Business Response: GCI contacted Mr. ****** on 5/11/15 and let him know that the entire contract buyout credits have been applied to his account.  GCI regrets the delay in getting them applied.

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

Complaint: I purchased wifi internet service from this company for 1 week or 7 days while stating at ******* ***** Unit for *************. This internet did not work for the second week that it was purchased, and the speed was ABSOLUTELY horrible and not the speed as advertized when I agreed to payment. This is pitiful internet service that is actually slower than dial up.

Desired Settlement: I want my $12.99 back that I was debited on 2-16-2015.

Business Response: GCI has been in contact with ***** and will be processing a refund for him.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

I gave ******* my credit card information on 3/10/15 and I have yet to see a return. It also took an extraordinary amount of phone tag for $13.00, the petty information they needed (name, address, and MAC address?) should have been in their possession already, refund my money ASAP please!

Sincerely,

***** *****

Consumer Response:  
Complaint: ********

I am rejecting this response because:
Look how long this is taking! ******* told me it shiiped a month ago, I will believe it when I see it.

Sincerely,

***** *****

Business Response: The refund check was mailed on 4/17/15 to Mr. ******* Texas address.

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 | Read Complaint Details
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Additional Notes

Complaint: I recently purchased a new car and while I was discussing financing, I found that GCI reported on my credit report that I had not paid a bill for $34.37. I found this odd since I had cancelled my service last August 2013. While I did have service, my bill was automatically charged to by Visa credit. I called GCI customer service and found that when I updated my Visa credit card information in February 2013, GCI stopped charging the bill to the card. I contacted *****************t and paid the bill immediately. I asked them to remove this item from my credit report but informed me that GCI would have to do so. I wrote GCI customer service and told them that I was never notified of this bill nor was I notified when I cancelled the service that I owned any money. GCI wrote back and told me to contact their Collections and Credit Team directly at XXX-XXX-XXXX or X-XXX-XXXX-XXXX. I contacted GCI's Collections and Credit Team. They did tell me that they had been notified that the bill was paid in full. But they said they could do nothing about removing it from my credit report and to contact ***********. I am getting the run around. No one will take responsibility. I want this removed from my credit report. GCI was negligent when they stopped charging the bill to my credit card and they did not notify me that anything was amiss. This is absolutely wrong. I always pay my bills but I can't when the company fails to bill me. I want GCI to withdraw the report to the credit reporting companies. I have paid the bill in full. *********** payment authorization code is XXXXXX. My phone numbers were XXX-XXX-XXXX or XXX-XXX-XXXX when I had the GCI service I can be contacted at XXX-XXX-XXXX or email ************@yahoo.com Sincerely, **************

Desired Settlement: I want the item removed from my credit report.

Business Response: The last payment received by GCI on Ms. ******** account was posted on 2/7/13. GCI continued to send invoices showing a past due balance as well as Ms. ****** should have been aware from her monthly credit card statements that she was not making payments to GCI. Ms. ****** also had set up online access to her GCI account for viewing. Ms. ******** debt has been reported to the various credit bureaus by *********** ****** Services as paid in full. Ms. ****** can dispute the matter with the credit bureaus to try and get it removed from her report. The outstanding debt was correctly reported by GCI.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I never received any statements. If I had, I would have contacted GCI immediately. I still believe that it was negligence on GCI's part to not charge to my account as instructed. I will not recommend this company to anyone. They are more interested in protecting themselves than customer service.

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Last summer (2014) when my husband and I were purchasing a new car, we learned that there was an unpaid debt on our credit report.  I contacted the collection company, ***********.  They informed me that the debt was for a total of $34.37 and had been referred to them from GCI. 

I found this odd since I had cancelled my GCI service in August 2013.  While I did have service, my monthly bill was automatically paid by my VISA credit card.  I called GCI customer service.  They admitted that when I had changed my credit card information with them in February 2013, they had neglected to update our information.

GCI stopped charging the bill to my new card.  They could not explain why.  I had done what I was required in updating my records, but GCI did not follow through. 

Believing that the GCI bill was still being charged to the credit card, I did not review the monthly bills carefully and filed them.  The bills were approximately $5.00 a month.  When I discontinued your service in August 2013, you did not notify me of any charges past due.  However, you did turn my account over to a collection agency (***********).  *********** never contacted me, however both you and *********** had my address and phone numbers.  The first I heard of the debt was when it showed up on my credit report when purchasing the new car. 

I paid the bill immediately upon learning of its existence.  I requested that this be removed from my credit report since GCI was initially to blame.  I was told by GCI Customer Service that they did not know how to do this and to contact ***********.  *********** told me to contact GCI because they could do nothing without GCI approval.  Again, GCI said they could not help.

I fulfilled my responsibility by notifying GCI of the credit card change and paying the bill owned.  You hen you failed to update the credit card information and stopped billing my new credit card. Yet you refuse to remove this from my credit report.  All this for $34.37.  Because of GCI negligence, my credit score has been significantly impacted.  It will only take a letter from you to *********** stating it was your mistake and asking for it to be removed.

I can be contacted at ************ ** ************.  My email addresses are ************@yahoo.com and ************@yahoo.com.

Sincerely,

***** ******

Business Response: If the billing were a mistake GCI would be more than happy to contact *********** on ******* behalf.  However, as GCI has already previously stated the billing was already an existing past due amount when ***** discontinued her GCI service.  Invoices were sent to the address of record and each one was noted in red that it included a past due balance.  GCI provided the services in good faith expecting them to be paid for.  Unfortunately they were not and the outstanding unpaid balance was turned over to *********** for collection.

3/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

Good Day

On October 31, 2014 I sent the attached letter to Ronald D*****. He is the man identified on
GCI's web page as their CEO.

In it I advise him of the fraud and deceptive sales practices used by his staff at the Alaska State
Fair in Palmer, Alaska. I have been very patient and as of this morning I have not received any
correspondence from anyone in GCI to resolve this
I will not bore you with a repeat of all those facts and leave it to you to read my complaint to
him. However I have included our data usage chart the sales people should have been looking at when
they lied to us about our usage.

The salesman accessed our data right there at the fair grounds on his computer. He had the data
right in from of him. We believed the salesman when he told us we would save money and never
exceed the data limits of the new contract.

We insisted we were happy with our grandfathered unlimited data package but he and his cohort
repeatedly stated "why keep something you never use?"

That GCI historical data usage was readily available to the salesman but unknown to us. Ask
yourself "Why would anyone even care to know about something that had no impact on them" We had
unlimited data usage so that historical data usage data was irrelevant.

This is our historical GCI data usage chart I downloaded from GCI's website. I've added the
red highlights. Notice we either exceed on came perilously close to exceeding the 150 GB data
package the salesman sold us 4 of the 10 month billing cycles prior to the State Fair.

Date            Download     Upload      Total (in MB)                         
10/11/2014 184,021.00    5,947.00    189,968.00
9/11/2014   177,866.00    5,016.00    182,882.00  
8/11/2014   144,918.00    4,662.00    149.580 00 
7/11/2014     48,472.00    2,285.00      50,757.00    
6/11/2014   179,428.00    4,894.00    134,322.00  
5/11/2014    91,601.00      4,049.00      95,650.00    
4/11/2014   123,123.00    4,222.00    127,345.00   
3/11/2014    76,741.00     3,172.00      79,913.00 
2/11/2014    60,680.00     2,713.00      63,393.00 
1 /11 /2014  58,869.00     2,716.00      61,585.00 
12/11/2013  172,323.00   4,863.00     177 186 00
11/11/2013  142,095.00   4,062.00     146 157.00

Previously we had no concerns about data usage. We are not gamers. We do not access file sharing
sites. We do watch Youtube, use Facebook, upload pictures, view Netflix and email. In fact
HOW we use and view the internet is irrelevant.

Our com plaints are that:
• We gave up our grandfathered unlimited data package for an alleged better data package that
does not meet our needs.
• We are supposed to be saving money and it is costing us more
• The phone does not come close to meeting the "roaming" we were promised

We have been GCI customers for many years now and are very disappointed by this whole event. This
is the first time we have had any major problems with them.

***SUPPORTING DOCUMENTS REDACTED BY BBB***

Business Response: ******** account is noted that the GCI's analysis on 8/22/14 concluded that he would need the 22.0 modem. The modem plan was being offered at half price for 6 months and included 200,000 MB of data. For unknown reasons, ****** signed up for a different modem plan that had less included usage and was not being offered with a discount. Also, a search of GCI trouble ticket records did not produce any trouble tickets for ******** cell service in 2014. Unless the problem is reported to GCI we cannot address it.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
GCI just admitted to bait and switch. I'm pretty sure that is illegal.
We arrived at the state fair in August 2014 owning an unlimited GCI data package that we thought was already TOO expensive. The GCI reps at the fair told us their new plan was better, that we would never exceed the new limit and it would save us money.
We agreed, trusting the un-decipherable agreement he wrote up was accurate.
Nope.
We exceeded the new amount almost immediately and our bill went up.
Keep in mind.
Our original concern was that our UNLIMITED data package was costing us TOO much. And GCI's solution was to sell us less for more.
We foolishly trusted GCI.
As far as the phone goes. It did not receive the multiple service providers in the lower 48 they us promised it would at the fair. After we returned from our trip I complained to the Eagle River GCI service center representative and she told me I was misled.
Why would I open a trouble ticket? And what would I tell those folks? Maybe I say; Hello I want to open a "you lied to me trouble ticket"
Finally I wrote Ronald D*****,the GCI CEO back on October 31 and as of this writing have yet to hear a word from him
I will be forwarding a copy of that contract to the BBB. Have fun trying to decipher it.
My solution is that I want my unlimited data package back again and an amicable solution to the lack of promised services on my new phone.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Their sales agent at the Alaska State Fair reviewed our data useage and told us the new, improved data package they proposed selling us FOR LESS was more than sufficient to meet our needs. We mistakenly believed what they were telling us. When we returned from a trip to the lower 48, our bill had gone up considerably, we then reviewed the previous data usage and saw that in fact our previous data useage had either exceeded or come perilously close to exceeding the NEW plan on a number of occasions. We had no reason to look at the date useage rates previously because we had an UNLIMITED DATA PACKAGE.
WHY WOULD ANYONE GIVE UP AN UNLIMITED PLAN FOR A DATA PLAN THAT WAS LESS BUT COST MORE??????
Our mistake was to believe the salesman who essentially lied to us. I believe the definition of fraud is the wrongful deception intended to result in financial gain. That fits. GCI lied to us about our usage to increase their profits
Further. That same salesman told me that the new phone I purchased would receive multiple providers in the lower 48. As it turns out that too was a lie. When I asked the GCI rep in Eagle River store about that she told me I had been misled and should talk to a manager.
At that time I elected to write the CEO, that letter was ignored.
What I ask for as a resolution is very simple. A return to our previous unlimited date useage plan at the previous cost and to honestly re-negotiate the phone.

Business Response: For the third time, GCI's response remains unchanged with nothing further to add.

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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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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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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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 | Read Complaint Details
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Complaint: I have tried in vain to complain to the company about my Life line phone. I have written several complaints to several different people giving me several different answers. Went to the 5th Ave. Store GCI store and came forward with my phone problem. It disconnects, makes a hum sound etc. etc. This has been a problem since December 2014. Progressively gets worse over time. I waited patiently and was told I was not suppose to get long distance or data plan. With lifeline I paid $55 dollars back in March of 2014 according to my contract. pays for data and I pay about 20 dollars a month for a 500 minute per month long distance calls plus I paid an extra 20 dollars for extra data service GB. I just got frustrated and left. I also paid the past due bill of $87.63 just a little late than usual. Product_Or_Service: March 2014

Desired Settlement: DesiredSettlementID: Replacement I would like a new phone replaced because my old one hasn't been working properly. Trouble calling parents and grandparents because the phone hums or disconnects. I would settle for no less than a phone replacement.

Business Response: GCI replaced the customers handset on January 29th, 2015, same day the complaint was filed and believes that this resolved the customer's concerns.

2/16/2015 Billing/Collection Issues | Read Complaint Details
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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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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: GCI has contacted ******* and resolved this complaint.

Consumer Response: (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. ********) I still see a duplicate plan charges: on ************ $26.99 for the Alaska 800, and, in the same time, $39.99 on ************ for the Nationwide500). The charge of $26.99 should be removed.

Business Response: GCI has contacted ******* to explain the billing and applied an additional credit to the account to resolve this issue.

Consumer Response: Thank you BBB for help on this case. It resulted in satisfactory resolution of my problem.

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.

1/14/2014 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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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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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Additional Notes

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.


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