[redacted]’s unfounded complaints are completely without merit. [redacted]’s Lifeline account call records, as shown on his monthly invoices, do not support his claims of inactivity due to failure of service going back to 2016. In fact, the invoices show regular usage until shortly before his service...
was disconnected. Further, the Lifeline rules he seemingly refers to regarding non-use of service apply to prepaid service only, not the paid in advance service he elected for his account. In addition, GCI Lifeline service does not have any service contract. GCI did eventually disconnect [redacted]’s Lifeline once he properly verified himself as the account owner per FCC CPNI rules. For Internet service speed GCI’s Terms and Conditions of Service clearly state that customers can expect “up to” the advertised speed. There are far too many variables, many of which GCI has no control over, to guarantee any one speed. Again, GCI records of trouble calls from [redacted] do not bear out his story. [redacted]’s account is noted that when he talked to GCI about getting a free Apple TV or Roku he was informed that a credit check was required and he declined to complete one. [redacted]’s allegations about data usage tracking by GCI are unsubstantiated. GCI had no hand in setting up or his home network and does not control how it was used. Due to non-payment for services rendered [redacted] currently has no active GCI services.
GCI has left two voicemail messages for [redacted] detailing corrections made to his account and reviewing billing going forward. To date, we have not heard back from him.
The terms of the wireless contracts that [redacted] signed in March 2014 clearly state that early termination fees apply when the contract is not fulfilled. When [redacted] signed new 2-year contracts, in addition to receiving new phones, she agreed to abide by the terms and conditions of service found on GCI’s web site. The alert notifications [redacted] refers to in her complaint are provided strictly as a courtesy. GCI also provide its customers with other options for tracking their data usage such as our online usage viewer in addition to the app she mentions. Nothing in [redacted] complaint warrants her terminating her contract early and without penalty.
GCI spoke with [redacted] (authorized party on [redacted] account) on 9/13/16 and reviewed the billing on the account. A one-time courtesy credit of $39.98 was applied to the account for roaming charges.
Complaint: [redacted]I am rejecting this response because: Why then for the past year gci did not charge me for over 5GB,s? In June 2015 I used 16.85 in data. In Sept 55.61 GB, and Feb 2016 I used 67.50 GB. I was only charged 29.99.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
We were lied to by a technician that GCI was in the process of updating their equipment and our signal was going to improve. When we mentioned this to [redacted] they denied this was the case. We have had speeds upwards of 5 Meg's. This always happens after a visit by a technician. If we are out of the service area then how was this possible? After a day or two the signal always drops below a Meg. If [redacted] Utility was convinced that we are out of their service range then how could they in good conscience charge us $89 per month for the past 2 years for a 3 meg connection that we could not reliably maintain? This is fraud, is it not? We have been customers for over 2 years. How is it that we have been informed only since July that we are out of the service area. Why are they currently providing service to 2 neighbors, one of which is farther away from the tower than we are? I have never dealt with such a deceitful, rude, and incompetent business and paid so much for the privilege. GCI who has been subsidized by the Federal government to provide high speed rural internet needs to question the substandard service that their recently acquired company, [redacted], is providing.Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: GCI has not provided anything that was requested. All they can say is they stand by their equipment but, can not provided any details on how they actually monitor data usage. Sincerely,[redacted]
GCI has made numerous unsuccessful attempts to contact [redacted] at the contact number given in order to discuss and resolve her complaint. To date, we have not received any return call.
GCI is not able to discuss with [redacted] the account she referenced in her complaint. The account is in someone else’s name and [redacted] is not an authorized party on the account. In order for GCI to discuss the account with [redacted] the account holder would need to authorize [redacted] on the...
account or sign an Assume & Release form to turn the account services over to [redacted]. When this information was presented to [redacted] on December 31, 2015 when she visited a GCI store her behavior became such that she had to be asked to leave the store.
[redacted] filed his same complaint with the FCC. Attached is GCI's response to the FCC
Re: Notice of Informal Complaint #[redacted] ([redacted]) Dear Ms. [redacted]: This letter is written in response to the above-referenced complaint filed by [redacted] against GCI Communication Corp....
(GCI), concerning billing for wireless services. GCI takes seriously all customer complaints and has looked into this issue. On October 9, 2014, Mr. [redacted] signed up for an Alaska-only plan on one of the two mobile phones (907-625-1538) on his GCI wireless account. The other phone associated with his account is on a nationwide plan. GCI's Alaska iPhone plan costs $29.99 per month and the comparable nationwide plan costs $39.99 per month. In June 2015, Mr. [redacted] made GCI aware he preferred that both phones on this account be on a nationwide plan. GCI switched Mr. [redacted]'s [redacted] number to the nationwide plan as of June 12, 2015, and applied a courtesy credit of$24.65 to his account. That credit plus the difference in the price of the two plans more than covered the $7.65 in roaming charges that appeared on the Mr. [redacted]'s invoice due in June (covering a service period of April 21st through May 20th), plus the $18.90 in roaming charges that had already been incurred between May 21st and June 11th which would appear on Mr. [redacted]'s next invoice due in July. After Mr. [redacted] called with questions about the $18.90 in roaming charges for the service period between May 21st and June 11th GCI, gave Mr. [redacted] an additional courtesy credit of$33.90 that appeared on his invoice due in August. We have attached copies of the pertinent pages from Mr. [redacted]'s invoices due in June, July, and August reflecting this information. Please do not hesitate to contact the undersigned should you have any questions or require additional information.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
GCI contacted Mr. [redacted] on 5/11/15 and let him know that the entire contract buyout credits have been applied to his account. GCI regrets the delay in getting them applied.
Both of [redacted] accounts are currently paid in full and autopay is set up for her next billing. GCI would like to remind [redacted] that she can log into GCI’s online bill management application, eBill, at any time to not only view her current billing but also to manage payment of her bills...
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]
As was stated in GCI's original email reply, [redacted] stills needs to provide his account pin or password. Once he provides GCI the requested information we will be happy to assist him.
Complaint: [redacted]I am rejecting this response because: GCI Advertises "all across Alaska" yet offers less service than the three other providers I've used here in the past 15 years. Does a contract truly only protect the business? Not the client? If I promise to pay for service for two years, aren't they required to provide service to me which includes data, for those two years? I understand outages, spotty service, but when I can'tget data in Glennallen, Houston, Portage, even though I have cell signal, that is a problem that the provider should address and resolve. If they have service there but not data service, how can they expect me to pay the data package price rather than the price of a phoneline?I travel the highways of Alaska and Canada for my job with the MILEPOST travel guide and never dreamed that this Alaska business could offer less service than what I'd had in the past with [redacted], [redacted] and [redacted]. My last contract was with [redacted] and even they offered better data services than GCI does. I signed a contract for service that was advertised--their advertising is completely false and their response to my concerns has been negligible. I will happily note in my travels that only [redacted] and [redacted] can be counted on to provide cell service in Alaska. June 18th I was contacted by [redacted] from GCI who said he was unable to assist me but that someone "higher up" would be calling me back about this, likely later that same day. I've still heard nothing. I guess this was the response? I will happily return the iPhone 6 in exchange for the end of my 2-year contract.thanks,[redacted]Sincerely,[redacted]
[redacted]’s unfounded complaints are completely without merit. [redacted]’s Lifeline account call records, as shown on his monthly invoices, do not support his claims of inactivity due to failure of service going back to 2016. In fact, the invoices show regular usage until shortly before his service...
was disconnected. Further, the Lifeline rules he seemingly refers to regarding non-use of service apply to prepaid service only, not the paid in advance service he elected for his account. In addition, GCI Lifeline service does not have any service contract. GCI did eventually disconnect [redacted]’s Lifeline once he properly verified himself as the account owner per FCC CPNI rules. For Internet service speed GCI’s Terms and Conditions of Service clearly state that customers can expect “up to” the advertised speed. There are far too many variables, many of which GCI has no control over, to guarantee any one speed. Again, GCI records of trouble calls from [redacted] do not bear out his story. [redacted]’s account is noted that when he talked to GCI about getting a free Apple TV or Roku he was informed that a credit check was required and he declined to complete one. [redacted]’s allegations about data usage tracking by GCI are unsubstantiated. GCI had no hand in setting up or his home network and does not control how it was used. Due to non-payment for services rendered [redacted] currently has no active GCI services.
GCI has left two voicemail messages for [redacted] detailing corrections made to his account and reviewing billing going forward. To date, we have not heard back from him.
The terms of the wireless contracts that [redacted] signed in March 2014 clearly state that early termination fees apply when the contract is not fulfilled. When [redacted] signed new 2-year contracts, in addition to receiving new phones, she agreed to abide by the terms and conditions of service found on GCI’s web site. The alert notifications [redacted] refers to in her complaint are provided strictly as a courtesy. GCI also provide its customers with other options for tracking their data usage such as our online usage viewer in addition to the app she mentions. Nothing in [redacted] complaint warrants her terminating her contract early and without penalty.
GCI spoke with [redacted] (authorized party on [redacted] account) on 9/13/16 and reviewed the billing on the account. A one-time courtesy credit of $39.98 was applied to the account for roaming charges.
Complaint: [redacted]I am rejecting this response because: Why then for the past year gci did not charge me for over 5GB,s? In June 2015 I used 16.85 in data. In Sept 55.61 GB, and Feb 2016 I used 67.50 GB. I was only charged 29.99.Sincerely,[redacted]
Complaint: [redacted]I am rejecting this response because:
We were lied to by a technician that GCI was in the process of updating their equipment and our signal was going to improve. When we mentioned this to [redacted] they denied this was the case. We have had speeds upwards of 5 Meg's. This always happens after a visit by a technician. If we are out of the service area then how was this possible? After a day or two the signal always drops below a Meg. If [redacted] Utility was convinced that we are out of their service range then how could they in good conscience charge us $89 per month for the past 2 years for a 3 meg connection that we could not reliably maintain? This is fraud, is it not? We have been customers for over 2 years. How is it that we have been informed only since July that we are out of the service area. Why are they currently providing service to 2 neighbors, one of which is farther away from the tower than we are? I have never dealt with such a deceitful, rude, and incompetent business and paid so much for the privilege. GCI who has been subsidized by the Federal government to provide high speed rural internet needs to question the substandard service that their recently acquired company, [redacted], is providing.Sincerely,
[redacted]
[redacted]
GCI contacted [redacted] on February 19, 2016 and informed him that a refund in the amount of $643.35 is being processed.
Complaint: [redacted]I am rejecting this response because: GCI has not provided anything that was requested. All they can say is they stand by their equipment but, can not provided any details on how they actually monitor data usage. Sincerely,[redacted]
GCI has made numerous unsuccessful attempts to contact [redacted] at the contact number given in order to discuss and resolve her complaint. To date, we have not received any return call.
GCI is not able to discuss with [redacted] the account she referenced in her complaint. The account is in someone else’s name and [redacted] is not an authorized party on the account. In order for GCI to discuss the account with [redacted] the account holder would need to authorize [redacted] on the...
account or sign an Assume & Release form to turn the account services over to [redacted]. When this information was presented to [redacted] on December 31, 2015 when she visited a GCI store her behavior became such that she had to be asked to leave the store.
As a courtesy to [redacted], GCI has credited all outstanding charges on his account leaving a zero balance owed.
[redacted] filed his same complaint with the FCC. Attached is GCI's response to the FCC
Re: Notice of Informal Complaint #[redacted] ([redacted]) Dear Ms. [redacted]: This letter is written in response to the above-referenced complaint filed by [redacted] against GCI Communication Corp....
(GCI), concerning billing for wireless services. GCI takes seriously all customer complaints and has looked into this issue. On October 9, 2014, Mr. [redacted] signed up for an Alaska-only plan on one of the two mobile phones (907-625-1538) on his GCI wireless account. The other phone associated with his account is on a nationwide plan. GCI's Alaska iPhone plan costs $29.99 per month and the comparable nationwide plan costs $39.99 per month. In June 2015, Mr. [redacted] made GCI aware he preferred that both phones on this account be on a nationwide plan. GCI switched Mr. [redacted]'s [redacted] number to the nationwide plan as of June 12, 2015, and applied a courtesy credit of$24.65 to his account. That credit plus the difference in the price of the two plans more than covered the $7.65 in roaming charges that appeared on the Mr. [redacted]'s invoice due in June (covering a service period of April 21st through May 20th), plus the $18.90 in roaming charges that had already been incurred between May 21st and June 11th which would appear on Mr. [redacted]'s next invoice due in July. After Mr. [redacted] called with questions about the $18.90 in roaming charges for the service period between May 21st and June 11th GCI, gave Mr. [redacted] an additional courtesy credit of$33.90 that appeared on his invoice due in August. We have attached copies of the pertinent pages from Mr. [redacted]'s invoices due in June, July, and August reflecting this information. Please do not hesitate to contact the undersigned should you have any questions or require additional information.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
GCI contacted Mr. [redacted] on 5/11/15 and let him know that the entire contract buyout credits have been applied to his account. GCI regrets the delay in getting them applied.
Both of [redacted] accounts are currently paid in full and autopay is set up for her next billing. GCI would like to remind [redacted] that she can log into GCI’s online bill management application, eBill, at any time to not only view her current billing but also to manage payment of her bills...
herself.
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]
As was stated in GCI's original email reply, [redacted] stills needs to provide his account pin or password. Once he provides GCI the requested information we will be happy to assist him.
GCI has been in contact with [redacted] and is working to resolve his service issues.
Complaint: [redacted]I am rejecting this response because: GCI Advertises "all across Alaska" yet offers less service than the three other providers I've used here in the past 15 years. Does a contract truly only protect the business? Not the client? If I promise to pay for service for two years, aren't they required to provide service to me which includes data, for those two years? I understand outages, spotty service, but when I can'tget data in Glennallen, Houston, Portage, even though I have cell signal, that is a problem that the provider should address and resolve. If they have service there but not data service, how can they expect me to pay the data package price rather than the price of a phoneline?I travel the highways of Alaska and Canada for my job with the MILEPOST travel guide and never dreamed that this Alaska business could offer less service than what I'd had in the past with [redacted], [redacted] and [redacted]. My last contract was with [redacted] and even they offered better data services than GCI does. I signed a contract for service that was advertised--their advertising is completely false and their response to my concerns has been negligible. I will happily note in my travels that only [redacted] and [redacted] can be counted on to provide cell service in Alaska. June 18th I was contacted by [redacted] from GCI who said he was unable to assist me but that someone "higher up" would be calling me back about this, likely later that same day. I've still heard nothing. I guess this was the response? I will happily return the iPhone 6 in exchange for the end of my 2-year contract.thanks,[redacted]Sincerely,[redacted]