Review: 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.
and reinstatementI want GCI to:- reimburse all Nationwide500 fees for the period from January 2014.- Put all three phones on one plan, as it was agreed in the original contract (Alaska800 or Nationwide500). -put two additional numbers on $9.99 partner fee as it stated in the original contract. -remove $150 data overuse fee because they did not inform me about stopping of the warning messages. I want GCI to stop a fraudulent practice of changing terms of binding contracts as they please.
Business
Response:
Initial Business Response /* (1000, 5, 2014/10/30) */
GCI has contacted [redacted] and resolved this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
Most problems have been resolved. However, on the last bill (10/26/14, inv. XXXXXXXX) I still see a duplicate plan charges: on XXX-XXX-XXXX $26.99 for the Alaska 800, and, in the same time, $39.99 on XXX-XXX-XXXX for the Nationwide500). The charge of $26.99 should be removed.
Final Business Response /* (4000, 9, 2014/11/19) */
GCI has contacted [redacted] to explain the billing and applied an additional credit to the account to resolve this issue.
Review: In June I spoke with a gentleman named [redacted] about turning on cable service for 1 month. [redacted] assured me that with a promo package I would get free service for 30 days. I explained to [redacted] that I would be leaving town after a surgery and would like to have the 30 day promo deal and have the service cancelled after that. [redacted] assured me this would not be a problem. As I said I would, I left town a couple of weeks later and have been gone (surgery recovery) for over a month. As of the last couple of days, I received a statement that my credit card had been charged $141 for the service that I was assured would be cancelled. I returned home last night (8/21/13) and found that the service was still connected.
Today (8/22/13) I spoke with [redacted] (did not get her last name) in customer service who told me that they do not have a calendar policy (able to shut off service on a given date) and that I must have "misunderstood" [redacted] when I thought he agreed to set the service to be cut off. [redacted] insisted that [redacted] understood the policy and would not have made that mistake. However, I was very clear when I spoke with him back in June and would not have agreed to turn on a $141/mth service and then leave town for more than a month.
In addition to this, [redacted] also assured me that the service he turned on for me was FREE for 30 days. At one point he asked "what services do you want" (regarding movie channels etc). I replied with "anything that is free". I then received a bill for several of the "free" services that were promised.Desired Settlement: I would like the second months bill of $141 credited back to my account. I did not agree to this and I did not use their service during that time.
Business
Response:
Initial Business Response /* (1000, 7, 2013/09/06) */
GCI spoke with [redacted] on 9/5/13 and resolved his complaint to his satisfaction
Final Consumer Response /* (2000, 9, 2013/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GCI called and offered what I was asking for in the first place. A refund and an apology, stating it was "miscommunication". Though it was not a case of miscommunication, they made it right and I am satisfied.
Review: The bandwidth caps GCI applies to all of its internet services is unreasonable, unethical, and is conducted purely with the intention of overcharging consumers. It is possible to utilize 100% of a bandwidth cap for the entire month in just a weekend, on the 15/1 plan (with a cap of 100,000mb), even with the 25,000mb usage allowance bonus received through cellular service. GCI uses intentionally confusing nomenclature to muddle the details and confuse consumers into buying plans that will cost them more in the long run. In todays digital marketplace, buying one or two games on digital download and watching a couple HD movies on Netflix, which can be accomplished in less than one day, can eat up your allotment for the entire month. This is not acceptable to consumers.Desired Settlement: Abolition of monthly bandwidth cap policies, failing that, appropriate usage options. Change the usage manager to show CURRENT usage data, not usage data from 24-48hours previous. Allow consumers the option to continue service at their speed tier with overages when bandwidth cap is met, or allow them to continue their service at a lesser tier without overages. Instruct salespeople to appropriately explain bandwidth to consumers.
As a courtesy to our customers, GCI offers various tools for their use in managing their Internet usage. These include such things as a usage viewer, alert notifications for nearing or exceeding usage limits, and information on approximate usage of various Internet activities. GCI has been a leader in Alaska in offering high-speed Internet packages to suit almost any user. Usage caps vary according to the package chosen. [redacted] has chosen a medium range package and consistently exceeded its usage limits. There are other packages available for him to choose from. [redacted] accusations of unreasonable, unethical, and intentional overcharging for Internet services are unsupportable and without merit.
Review: I switch from [redacted] to [redacted] and my friends that have Gci cant call me or text me I put a ticket in with [redacted] and they did a full investigation they said it was not on [redacted] end my daughter in law has GCI and they told her that it was not on Gci end I have ticket #[redacted] from [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Get the problem fixed
Business
Response:
[redacted] confirmed that the switch issue between [redacted]/GCI has been resolved and ticket was closed with [redacted]. As neither GCI or [redacted] 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 [redacted] to requests credits.
Consumer
Response:
(The consumer indicated he/she DID NOT accept the response from the business.)It not [redacted] fault it was [redacted] /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 [redacted] 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 [redacted] service issues. The Revdex.com needs to redirect [redacted] complaint to the correct carrier.
Review: Apparently in 2008 GCI sent me to collections regarding a bill I never received. When I went back to their company in the past year to open a different product account, I was told that I need to pay for this bill & did so a year ago. This has shown up on my credit report. I have attempted multiple times to resolve this with them over the phone & have been unsuccesful.Desired Settlement: I would request that they remove the negative information from my credit report as account paid in full. As well as send me a letter stating it has been removed from the credit report & that it is not a negative on my report as account has been paid in full.
Ms. [redacted] can contact Cornerstone Credit Services to dispute any item she may disagree with on her credit report. GCI itself does not report to any credit agency. The debt GCI sent to Cornerstone for collection was a legitimate unpaid debt owed by Ms. [redacted] and GCI appreciates her payment in full.
Review: 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 [redacted] 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 [redacted] 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.
(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.
Review: 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:
[redacted] 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. [redacted] has been advised of these tools but still insists that the usage is not valid. GCI has no control on how or when [redacted] uses the service provided but stands by its findings that the usage billed is correct. No refund is warranted or will be provided.
Review: 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 [redacted]'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 [redacted] 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 [redacted]'s account has a balance due of $5.24.
Review: We were falsely told that we would receive services for one set price, $80 per month . Our first month's bill was correct, however our second month's bill was for triple that amount, $80 plus an additional $225. We were not given the credit vouchers that were promised for $200 either. Within the first 24 hours of service the equipment failed, it was not replaced for two days, and we were not credited for the days without service. Upon installation the crew moved furniture and did not move it back, left drywall shavings and mud on the floor. Desired Settlement: We are seeking a discontinuation if service without any additional charges for doing so before the ill term is up. We are also seeking that the additional $225 charge be credited.
Review: They sent my bill to the wrong address. I payed my bill on time anyways. They still made me pay for the same month. I made 2 payment for the same month. And now sent me a 300$ billDesired Settlement: Get my money back
Business
Response:
Initial Business Response /* (1000, 6, 2014/09/08) */
In her complaint [redacted] fails to mention that on 5/8/14 she signed up for cable TV [redacted] service with a 2-year commitment. On 7/25/14 [redacted] 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 [redacted] has not made a single payment on her cable account. All payments that [redacted] has made were made to her Internet account only.
(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. [redacted] needs to make an immediate payment to keep her account from being turned over to [redacted]
Review: I switch from [redacted] 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) */
[redacted] does not have cellular service with GCI. He ported his service to [redacted] 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 [redacted] states, he disconnected his cell service before the end of his contract. [redacted]'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. [redacted] 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 [redacted].
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.
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 [redacted] Last year, however, I had such horrible cell phone service I switched to [redacted] 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: [redacted] 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) */
[redacted] 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.
Review: 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 useDesired 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. [redacted] established cellular service with GCI on 4/19/13 and added a second cell on7/14/13. On 9/13/14 Ms. [redacted] 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. [redacted] was on 12/2/13 to change her cellular calling plan. GCI could find no record to indicate that Ms. [redacted] 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[redacted] for collection on 4/29/14 was $1,066.75. Per her signed contract this amount is owed to GCI by Ms. [redacted].
(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. [redacted] 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. [redacted] is mistaken on the reason her cell service was suspended. It was suspended for non-payment not to ask any personal questions.
Review: Earlier this year, I had 3 services at [redacted] 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 [redacted] 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 -- [redacted] wireless account -- $5.27 due. Since we charge one month in arrears, which was for service from 4/15 - 4/23/13. As [redacted] 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 Revdex.com 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 Revdex.com 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 [redacted] 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 [redacted] why no refund is due.
Review: 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) */
[redacted]'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 [redacted] 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 [redacted] and all of the programming that goes along with that and I am not receiving it....but i'm still paying for it. [redacted] 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 [redacted] is currently not available (has [redacted] also contacted them?) GCI is providing other programming in its place. [redacted] is receiving the same number of channels, even without [redacted] her current cable package includes. When available, [redacted] is an included channel not a premium one. Unfortunately, until GCI and [redacted] reach an agreement there is little else that can be done on this issue.
Review: 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, [redacted], 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) */
[redacted] 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 [redacted] 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 [redacted]'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 [redacted] 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 [redacted]'s contracts without penalty.
Review: 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 [redacted]. 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 [redacted], 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 [redacted] 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 [redacted], 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 [redacted] is not happy with our response but stand by it with nothing additional to add.
Review: 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 [redacted] 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. [redacted] until 5/27/13 as a courtesy to Mr. [redacted]. Mr. [redacted] 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. [redacted]'s contract allow him to cancel service without penalty in May 2015.
Review: 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 Revdex.com, 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 [redacted] (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 [redacted] 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, [redacted]
Final Business Response /* (4000, 9, 2013/12/23) */
GCI stands by the account record as referenced in our previous response. [redacted]'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.
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 [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.
Final Business Response /* (1010, 9, 2013/11/18) */
GCI has made multiple attempts to contact [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.
Review: 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 XXXXXXXXXDesired Settlement: DesiredSettlementID: Refund
and reinstatementI want GCI to:- reimburse all Nationwide500 fees for the period from January 2014.- Put all three phones on one plan, as it was agreed in the original contract (Alaska800 or Nationwide500). -put two additional numbers on $9.99 partner fee as it stated in the original contract. -remove $150 data overuse fee because they did not inform me about stopping of the warning messages. I want GCI to stop a fraudulent practice of changing terms of binding contracts as they please.
Business
Response:
Initial Business Response /* (1000, 5, 2014/10/30) */
GCI has contacted [redacted] and resolved this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most problems have been resolved. However, on the last bill (10/26/14, inv. XXXXXXXX) I still see a duplicate plan charges: on XXX-XXX-XXXX $26.99 for the Alaska 800, and, in the same time, $39.99 on XXX-XXX-XXXX for the Nationwide500). The charge of $26.99 should be removed.
Final Business Response /* (4000, 9, 2014/11/19) */
GCI has contacted [redacted] to explain the billing and applied an additional credit to the account to resolve this issue.
Review: In June I spoke with a gentleman named [redacted] about turning on cable service for 1 month. [redacted] assured me that with a promo package I would get free service for 30 days. I explained to [redacted] that I would be leaving town after a surgery and would like to have the 30 day promo deal and have the service cancelled after that. [redacted] assured me this would not be a problem. As I said I would, I left town a couple of weeks later and have been gone (surgery recovery) for over a month. As of the last couple of days, I received a statement that my credit card had been charged $141 for the service that I was assured would be cancelled. I returned home last night (8/21/13) and found that the service was still connected.
Today (8/22/13) I spoke with [redacted] (did not get her last name) in customer service who told me that they do not have a calendar policy (able to shut off service on a given date) and that I must have "misunderstood" [redacted] when I thought he agreed to set the service to be cut off. [redacted] insisted that [redacted] understood the policy and would not have made that mistake. However, I was very clear when I spoke with him back in June and would not have agreed to turn on a $141/mth service and then leave town for more than a month.
In addition to this, [redacted] also assured me that the service he turned on for me was FREE for 30 days. At one point he asked "what services do you want" (regarding movie channels etc). I replied with "anything that is free". I then received a bill for several of the "free" services that were promised.Desired Settlement: I would like the second months bill of $141 credited back to my account. I did not agree to this and I did not use their service during that time.
Business
Response:
Initial Business Response /* (1000, 7, 2013/09/06) */
GCI spoke with [redacted] on 9/5/13 and resolved his complaint to his satisfaction
Final Consumer Response /* (2000, 9, 2013/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GCI called and offered what I was asking for in the first place. A refund and an apology, stating it was "miscommunication". Though it was not a case of miscommunication, they made it right and I am satisfied.
Review: The bandwidth caps GCI applies to all of its internet services is unreasonable, unethical, and is conducted purely with the intention of overcharging consumers. It is possible to utilize 100% of a bandwidth cap for the entire month in just a weekend, on the 15/1 plan (with a cap of 100,000mb), even with the 25,000mb usage allowance bonus received through cellular service. GCI uses intentionally confusing nomenclature to muddle the details and confuse consumers into buying plans that will cost them more in the long run. In todays digital marketplace, buying one or two games on digital download and watching a couple HD movies on Netflix, which can be accomplished in less than one day, can eat up your allotment for the entire month. This is not acceptable to consumers.Desired Settlement: Abolition of monthly bandwidth cap policies, failing that, appropriate usage options. Change the usage manager to show CURRENT usage data, not usage data from 24-48hours previous. Allow consumers the option to continue service at their speed tier with overages when bandwidth cap is met, or allow them to continue their service at a lesser tier without overages. Instruct salespeople to appropriately explain bandwidth to consumers.
Business
Response:
Business' Initial Response /* (1000, 5, 2013/06/18) */
As a courtesy to our customers, GCI offers various tools for their use in managing their Internet usage. These include such things as a usage viewer, alert notifications for nearing or exceeding usage limits, and information on approximate usage of various Internet activities. GCI has been a leader in Alaska in offering high-speed Internet packages to suit almost any user. Usage caps vary according to the package chosen. [redacted] has chosen a medium range package and consistently exceeded its usage limits. There are other packages available for him to choose from. [redacted] accusations of unreasonable, unethical, and intentional overcharging for Internet services are unsupportable and without merit.
Review: I switch from [redacted] to [redacted] and my friends that have Gci cant call me or text me I put a ticket in with [redacted] and they did a full investigation they said it was not on [redacted] end my daughter in law has GCI and they told her that it was not on Gci end I have ticket #[redacted] from [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (Requires Explaination) Get the problem fixed
Business
Response:
[redacted] confirmed that the switch issue between [redacted]/GCI has been resolved and ticket was closed with [redacted]. As neither GCI or [redacted] 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 [redacted] to requests credits.
Consumer
Response:
(The consumer indicated he/she DID NOT accept the response from the business.)It not [redacted] fault it was [redacted] /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 [redacted] 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 [redacted] service issues. The Revdex.com needs to redirect [redacted] complaint to the correct carrier.
Review: Apparently in 2008 GCI sent me to collections regarding a bill I never received. When I went back to their company in the past year to open a different product account, I was told that I need to pay for this bill & did so a year ago. This has shown up on my credit report. I have attempted multiple times to resolve this with them over the phone & have been unsuccesful.Desired Settlement: I would request that they remove the negative information from my credit report as account paid in full. As well as send me a letter stating it has been removed from the credit report & that it is not a negative on my report as account has been paid in full.
Business
Response:
Business' Initial Response /* (1000, 5, 2013/05/07) */
Ms. [redacted] can contact Cornerstone Credit Services to dispute any item she may disagree with on her credit report. GCI itself does not report to any credit agency. The debt GCI sent to Cornerstone for collection was a legitimate unpaid debt owed by Ms. [redacted] and GCI appreciates her payment in full.
Review: 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 [redacted] 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 [redacted] 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.
Review: 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:
[redacted] 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. [redacted] has been advised of these tools but still insists that the usage is not valid. GCI has no control on how or when [redacted] uses the service provided but stands by its findings that the usage billed is correct. No refund is warranted or will be provided.
Review: 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 [redacted]'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 [redacted] 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 [redacted]'s account has a balance due of $5.24.
Review: We were falsely told that we would receive services for one set price, $80 per month . Our first month's bill was correct, however our second month's bill was for triple that amount, $80 plus an additional $225. We were not given the credit vouchers that were promised for $200 either. Within the first 24 hours of service the equipment failed, it was not replaced for two days, and we were not credited for the days without service. Upon installation the crew moved furniture and did not move it back, left drywall shavings and mud on the floor. Desired Settlement: We are seeking a discontinuation if service without any additional charges for doing so before the ill term is up. We are also seeking that the additional $225 charge be credited.
Business
Response:
Business' Initial Response /* (1000, 5, 2013/04/18) */
FCC regulations prohibit GCI from discussing the account in question with [redacted]. The account is not in her name and is noted "no one authorized."
Consumer's Final Response /* (2000, 8, 2013/04/26) */
From: [redacted] j (mailto:[redacted]@hotmail.com)
Sent: Thursday, April 18, 2013 5:47 PM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case#XXXXXXXX(Ref#REDACT33[redacted]@hotmail.com32[redacted]@hotmail.com34REDACT...⇄ />
Importance: Low
Spoke with [redacted] at GCI today, ext [redacted]. She was extremely helpful and resolved our issues.
Business' Final Response /* (-10, 6, 2013/04/18) */
Since our first response this morning Ms. [redacted] has called into Customer Service and was given a 1 month credit for cable service.
Review: They sent my bill to the wrong address. I payed my bill on time anyways. They still made me pay for the same month. I made 2 payment for the same month. And now sent me a 300$ billDesired Settlement: Get my money back
Business
Response:
Initial Business Response /* (1000, 6, 2014/09/08) */
In her complaint [redacted] fails to mention that on 5/8/14 she signed up for cable TV [redacted] service with a 2-year commitment. On 7/25/14 [redacted] 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 [redacted] has not made a single payment on her cable account. All payments that [redacted] 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. [redacted] needs to make an immediate payment to keep her account from being turned over to [redacted]
Review: I switch from [redacted] 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) */
[redacted] does not have cellular service with GCI. He ported his service to [redacted] 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 [redacted] states, he disconnected his cell service before the end of his contract. [redacted]'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. [redacted] 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 [redacted].
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.
Review: 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 [redacted] Last year, however, I had such horrible cell phone service I switched to [redacted] 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: [redacted] 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) */
[redacted] 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.
Review: 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 useDesired 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. [redacted] established cellular service with GCI on 4/19/13 and added a second cell on7/14/13. On 9/13/14 Ms. [redacted] 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. [redacted] was on 12/2/13 to change her cellular calling plan. GCI could find no record to indicate that Ms. [redacted] 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[redacted] for collection on 4/29/14 was $1,066.75. Per her signed contract this amount is owed to GCI by Ms. [redacted].
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. [redacted] 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. [redacted] is mistaken on the reason her cell service was suspended. It was suspended for non-payment not to ask any personal questions.
Review: Earlier this year, I had 3 services at [redacted] 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 [redacted] 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 -- [redacted] wireless account -- $5.27 due. Since we charge one month in arrears, which was for service from 4/15 - 4/23/13. As [redacted] 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 Revdex.com 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 Revdex.com 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 [redacted] 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 [redacted] why no refund is due.
Review: 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) */
[redacted]'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 [redacted] 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 [redacted] and all of the programming that goes along with that and I am not receiving it....but i'm still paying for it. [redacted] 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 [redacted] is currently not available (has [redacted] also contacted them?) GCI is providing other programming in its place. [redacted] is receiving the same number of channels, even without [redacted] her current cable package includes. When available, [redacted] is an included channel not a premium one. Unfortunately, until GCI and [redacted] reach an agreement there is little else that can be done on this issue.
Review: 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, [redacted], 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) */
[redacted] 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 [redacted] 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 [redacted]'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 [redacted] 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 [redacted]'s contracts without penalty.
Review: 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 [redacted]. 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 [redacted], 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 [redacted] 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 [redacted], 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 [redacted] is not happy with our response but stand by it with nothing additional to add.
Review: 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 [redacted] 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. [redacted] until 5/27/13 as a courtesy to Mr. [redacted]. Mr. [redacted] 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. [redacted]'s contract allow him to cancel service without penalty in May 2015.
Review: 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 Revdex.com, 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 [redacted] (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 [redacted] 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, [redacted]
Final Business Response /* (4000, 9, 2013/12/23) */
GCI stands by the account record as referenced in our previous response. [redacted]'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.
Review: 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 [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.
Final Business Response /* (1010, 9, 2013/11/18) */
GCI has made multiple attempts to contact [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.