*** cable service was suspended on 7/9/for non-payment. Previously he had made payments in February, April, and June. His June payment of $against a balance due of $still left his account seriously past due. With no additional payments from *** after the June
payment his cable account was sent to *** *** *** (***) on September 14, for collection*** and *** have traded a couple of letters back and forth concerning this debt with *** requesting *** reduce the debt in half in return for payment When *** Internet account was suspended for non-payment on 7/29/he made a payment of $to restore service. Internet service was again suspended for non-payment on 9/15/and reactivated with a payment of $on 10/8/ This is the reason his cable account went to *** and his Internet account did not. *** can improve his credit report by paying his debt in full to *** *** ***
***’s complaint fails to mention that he switched from *** *** technology to GCI wireless technology (CDMA to GSM) on 9/11/15. In addition, GCI has been unable to find any trouble tickets for ***’s service issues. We invite him to contact GCI Tech Support so that we have the
opportunity to work with him to resolve the issues
As previously stated *** had two weeks in which to cancel her service with GCI without penalty. Something she chose not to take advantage of. Threatening to use her professional position for gain in her private affairs is unconscionable and will not change GCI’s position in this matter GCI also takes exception to ***’s allegations of less service and would remind her that no other wireless carrier in Alaska covers more of Alaska and especially rural AlaskaGCI is proud of the wireless network it has built and continues to expand and improve its wireless network throughout Alaska
The only recent change that has been made to ***’s services is a promotional discount that was erroneously added on 2/was removed on 2/14. A voicemail message was left for her explaining this change. All other services remain the same
*** fails to mention in her complaint the GCI has already applied $in courtesy credits to her account; which she is well aware of. In addition, these credits are strictly as a courtesy and not a requirement. GCI’s Terms & Conditions of Wireless Service state in part, “IT IS
YOUR RESPONSIBILITY TO ASSESS WHETHER THE ACTUAL COVERAGE AND PERFORMANCE OF THE SERVICE AT YOUR LOCATION IS ACCEPTABLE TO YOU FOR PURPOSES OF USING OUR SERVICEYOU ACKNOWLEDGE THAT THERE MAY BE SERVICE OUTAGES, LIMITATIONS, AND INTERRUPTIONS AT YOUR LOCATION, AND THAT NOT ALL SERVICES ARE AVAILABLE IN ALL LOCATIONSWE ARE NOT LIABLE FOR SERVICE OUTAGES OR FOR SERVICE LIMITATIONS OR INTERRUPTIONS.”
[redacted]’s mifi service (wireless Internet) is on the exact same service plan she was subscribed to with [redacted], 5 GB for $29.00. The difference is that [redacted] chose not to charge for using more data than included in the plan and GCI bills for all usage. [redacted]’s last six months of data usage before...
switching to the GCI service averaged over 21 GB per month.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] complaint is factually incorrect and fails to include all of the pertinent facts. The ACS number she references ([redacted] in her complaint was for pre-paid GSM service with ACS and was disconnected in Feb 2016 when it ran out of pre-paid funds. The number that had an unlimited...
data package ([redacted]) was activated with GCI in August 2011 as new service. The unlimited data plan was grandfathered in September 2011. GCI does not currently offer any unlimited wireless data plans. In addition, in accordance with our Terms and Conditions of Wireless Service, GCI sent multiple notifications to [redacted] via letter and text messages to inform her that GCI was decommissioning the CDMA network in November that her service was currently on and if she wanted to keep her service with GCI she would need to move it from the old CDMA wireless platform to the GCI GSM wireless platform as well as select a new wireless service plan. Beginning around October 22nd GCI also attempted numerous telephone contacts with [redacted] to follow up on the letters and texts. Many of these calls resulted in her answering the phone and then immediately hanging up. Nevertheless, [redacted] has been verbally informed since October what her options were in regard to wireless service with GCI. The phone referenced in the GCI letter to [redacted] was an 8 GB phone but unfortunately our web site had an error showing the wrong information about the phone. Because of this, GCI offered [redacted] at least three other phones all of which she found a reason to decline. GCI has worked with [redacted] for over a month now and all attempts to resolve her complaint have been rejected. The CDMA network has now been decommissioned as planned and GCI does not offer any unlimited data plans. At this point, the only option left for [redacted] is to accept the Samsung J3 8GB phone originally offered by GCI along with a current GCI data plan or find another carrier that can better suite her needs. There are no other options available to her now.
Complaint: [redacted]I am rejecting this response because:
I am sending the info again at your request with no response.
Account Number Telco (Invoice [redacted]), [redacted]. This is the 3rd time I have sent it. I have copies, screen shoots and paper trail of it all being sent. Try not to lie August 11 2016, August 25 2106 and now August 31 2016. If you need the account number more than that I really don't know how to help you on that. And only getting one attempt at a phone call and zero email response since receiving account number is very poor as well. Really wish you weren't a monopoly on [redacted].Sincerely,[redacted]
[redacted] has been given the correct information on how to receive her refund. Whether the card has been cancelled or not a refund can and must be processed back to that card. The only delay in getting a refund is due to [redacted]’s refusal to provide the requested information so GCI can process...
her refund. Once she provides GCI the requested information a refund can be processed. Without the card information she would need to wait 90 days to request a check refund.
[redacted]’s complaint is incorrect in that she does not have a GCI account at Cornerstone Credit Services in her name. The account is in [redacted]’s mother’s name and was sent to Cornerstone due to non-payment for unreturned equipment. [redacted] complaint is probably accurate in that the box was left in...
the apartment because GCI has no record of the box ever being returned. If [redacted] is interested in clearing her mother’s account at Cornerstone she can return the equipment to GCI and pay the other charges plus interest to Cornerstone or she can pay the account in full with Cornerstone without returning the equipment.
response because:Since there was no official response other than an additional complaint with the [redacted] filed. There should be further review of this. The [redacted] will most likely also receive a complaint, since this is a very easy issue that could have been resolved months ago by GCI. I am curious how often this happens to customers who either move out of town, out of state, or end their services. The [redacted] has also been informed of this and will be investigating. This is unfair business practices and if I were in the opposite predicament I would taken to collections, and would most likely be reported poorly on my credit. Otherwise, I have wasted numerous hours talking to GCI representatives on the phone and in person now, and have not received the $40.64 that should have been credited to my Credit Card months ago.
Sincerely,
[redacted]
Upon review of [redacted]’s mobile Internet account ([redacted]) GCI has found the following: [redacted] stated all three MiFi cards stopped working after GCI acquired [redacted] wireless services. He also stated his autopay stopped. Due to security regulations, billing information (credit card #s, bank...
acct #s, etc) could not be transferred to GCI. Invoices were mailed to the address of record on the account. Usage on services was as follows: [redacted] showed minimal data usage prior to conversion and no data usage after conversion; [redacted] showed high data usage prior to conversion and data usage continued at same levels after conversion; [redacted] showed moderate data usage prior to conversion and data usage continued at same levels after conversion. All data usage stopped after services were suspended on 09/10/15 for non-payment. All services continued on same wireless network after conversion as before. [redacted] did not contact GCI to report any service issues after conversion and at no time did GCI ever indicate that his services were being provided free of charge. As a courtesy to [redacted], GCI has credited his old account $171.26 for the zero usage on the one MiFi service. Once his billing cycle runs he can choose to have this credit refunded to him or transferred to his active GCI account ([redacted]).
*** cable service was suspended on 7/9/for non-payment. Previously he had made payments in February, April, and June. His June payment of $against a balance due of $still left his account seriously past due. With no additional payments from *** after the June
payment his cable account was sent to *** *** *** (***) on September 14, for collection*** and *** have traded a couple of letters back and forth concerning this debt with *** requesting *** reduce the debt in half in return for payment When *** Internet account was suspended for non-payment on 7/29/he made a payment of $to restore service. Internet service was again suspended for non-payment on 9/15/and reactivated with a payment of $on 10/8/ This is the reason his cable account went to *** and his Internet account did not. *** can improve his credit report by paying his debt in full to *** *** ***
***’s complaint fails to mention that he switched from *** *** technology to GCI wireless technology (CDMA to GSM) on 9/11/15. In addition, GCI has been unable to find any trouble tickets for ***’s service issues. We invite him to contact GCI Tech Support so that we have the
opportunity to work with him to resolve the issues
As previously stated *** had two weeks in which to cancel her service with GCI without penalty. Something she chose not to take advantage of. Threatening to use her professional position for gain in her private affairs is unconscionable and will not change GCI’s position in this matter GCI also takes exception to ***’s allegations of less service and would remind her that no other wireless carrier in Alaska covers more of Alaska and especially rural AlaskaGCI is proud of the wireless network it has built and continues to expand and improve its wireless network throughout Alaska
The only recent change that has been made to ***’s services is a promotional discount that was erroneously added on 2/was removed on 2/14. A voicemail message was left for her explaining this change. All other services remain the same
*** fails to mention in her complaint the GCI has already applied $in courtesy credits to her account; which she is well aware of. In addition, these credits are strictly as a courtesy and not a requirement. GCI’s Terms & Conditions of Wireless Service state in part, “IT IS
YOUR RESPONSIBILITY TO ASSESS WHETHER THE ACTUAL COVERAGE AND PERFORMANCE OF THE SERVICE AT YOUR LOCATION IS ACCEPTABLE TO YOU FOR PURPOSES OF USING OUR SERVICEYOU ACKNOWLEDGE THAT THERE MAY BE SERVICE OUTAGES, LIMITATIONS, AND INTERRUPTIONS AT YOUR LOCATION, AND THAT NOT ALL SERVICES ARE AVAILABLE IN ALL LOCATIONSWE ARE NOT LIABLE FOR SERVICE OUTAGES OR FOR SERVICE LIMITATIONS OR INTERRUPTIONS.”
*** also filed her same complaint with the Alaska Attorney General's office and will be receiving a replay to both her complaints through that office
*** has picked up his refund check. GCI regrets the delay in processing it
[redacted]’s mifi service (wireless Internet) is on the exact same service plan she was subscribed to with [redacted], 5 GB for $29.00. The difference is that [redacted] chose not to charge for using more data than included in the plan and GCI bills for all usage. [redacted]’s last six months of data usage before...
switching to the GCI service averaged over 21 GB per month.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] was refunded $35.00 on 7/1/16
Mr. [redacted] also filed this same complaint with the Alaska Attorney General's office. GCI will be responding to his complaint through them.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted] complaint is factually incorrect and fails to include all of the pertinent facts. The ACS number she references ([redacted] in her complaint was for pre-paid GSM service with ACS and was disconnected in Feb 2016 when it ran out of pre-paid funds. The number that had an unlimited...
data package ([redacted]) was activated with GCI in August 2011 as new service. The unlimited data plan was grandfathered in September 2011. GCI does not currently offer any unlimited wireless data plans. In addition, in accordance with our Terms and Conditions of Wireless Service, GCI sent multiple notifications to [redacted] via letter and text messages to inform her that GCI was decommissioning the CDMA network in November that her service was currently on and if she wanted to keep her service with GCI she would need to move it from the old CDMA wireless platform to the GCI GSM wireless platform as well as select a new wireless service plan. Beginning around October 22nd GCI also attempted numerous telephone contacts with [redacted] to follow up on the letters and texts. Many of these calls resulted in her answering the phone and then immediately hanging up. Nevertheless, [redacted] has been verbally informed since October what her options were in regard to wireless service with GCI. The phone referenced in the GCI letter to [redacted] was an 8 GB phone but unfortunately our web site had an error showing the wrong information about the phone. Because of this, GCI offered [redacted] at least three other phones all of which she found a reason to decline. GCI has worked with [redacted] for over a month now and all attempts to resolve her complaint have been rejected. The CDMA network has now been decommissioned as planned and GCI does not offer any unlimited data plans. At this point, the only option left for [redacted] is to accept the Samsung J3 8GB phone originally offered by GCI along with a current GCI data plan or find another carrier that can better suite her needs. There are no other options available to her now.
Complaint: [redacted]I am rejecting this response because:
I am sending the info again at your request with no response.
Account Number Telco (Invoice [redacted]), [redacted]. This is the 3rd time I have sent it. I have copies, screen shoots and paper trail of it all being sent. Try not to lie August 11 2016, August 25 2106 and now August 31 2016. If you need the account number more than that I really don't know how to help you on that. And only getting one attempt at a phone call and zero email response since receiving account number is very poor as well. Really wish you weren't a monopoly on [redacted].Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because: GCI has not provided any resource as to how they monitor data usage. Sincerely,[redacted]
[redacted] has been given the correct information on how to receive her refund. Whether the card has been cancelled or not a refund can and must be processed back to that card. The only delay in getting a refund is due to [redacted]’s refusal to provide the requested information so GCI can process...
her refund. Once she provides GCI the requested information a refund can be processed. Without the card information she would need to wait 90 days to request a check refund.
[redacted]’s complaint is incorrect in that she does not have a GCI account at Cornerstone Credit Services in her name. The account is in [redacted]’s mother’s name and was sent to Cornerstone due to non-payment for unreturned equipment. [redacted] complaint is probably accurate in that the box was left in...
the apartment because GCI has no record of the box ever being returned. If [redacted] is interested in clearing her mother’s account at Cornerstone she can return the equipment to GCI and pay the other charges plus interest to Cornerstone or she can pay the account in full with Cornerstone without returning the equipment.
Complaint: [redacted]
I am rejecting this...
response because:Since there was no official response other than an additional complaint with the [redacted] filed. There should be further review of this. The [redacted] will most likely also receive a complaint, since this is a very easy issue that could have been resolved months ago by GCI. I am curious how often this happens to customers who either move out of town, out of state, or end their services. The [redacted] has also been informed of this and will be investigating. This is unfair business practices and if I were in the opposite predicament I would taken to collections, and would most likely be reported poorly on my credit. Otherwise, I have wasted numerous hours talking to GCI representatives on the phone and in person now, and have not received the $40.64 that should have been credited to my Credit Card months ago.
Sincerely,
[redacted]
Upon review of [redacted]’s mobile Internet account ([redacted]) GCI has found the following: [redacted] stated all three MiFi cards stopped working after GCI acquired [redacted] wireless services. He also stated his autopay stopped. Due to security regulations, billing information (credit card #s, bank...
acct #s, etc) could not be transferred to GCI. Invoices were mailed to the address of record on the account. Usage on services was as follows: [redacted] showed minimal data usage prior to conversion and no data usage after conversion; [redacted] showed high data usage prior to conversion and data usage continued at same levels after conversion; [redacted] showed moderate data usage prior to conversion and data usage continued at same levels after conversion. All data usage stopped after services were suspended on 09/10/15 for non-payment. All services continued on same wireless network after conversion as before. [redacted] did not contact GCI to report any service issues after conversion and at no time did GCI ever indicate that his services were being provided free of charge. As a courtesy to [redacted], GCI has credited his old account $171.26 for the zero usage on the one MiFi service. Once his billing cycle runs he can choose to have this credit refunded to him or transferred to his active GCI account ([redacted]).