GCI stands behind the accuracy of our response and has nothing further to add [redacted] must choose whether or not to continue with the Internet service provided by [redacted] with the full knowledge of its limitations at his location
[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 servicesGCI takes seriously all customer complaints and has looked into this issueOn 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 accountThe other phone associated with his account is on a nationwide planGCI's Alaska iPhone plan costs $per month and the comparable nationwide plan costs $per monthIn June 2015, Mr [redacted] made GCI aware he preferred that both phones on this account be on a nationwide planGCI switched Mr [redacted] 's [redacted] number to the nationwide plan as of June 12, 2015, and applied a courtesy credit of$to his accountThat credit plus the difference in the price of the two plans more than covered the $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 $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 JulyAfter Mr [redacted] called with questions about the $in roaming charges for the service period between May 21st and June 11th GCI, gave Mr [redacted] an additional courtesy credit of$that appeared on his invoice due in AugustWe have attached copies of the pertinent pages from Mr [redacted] 's invoices due in June, July, and August reflecting this informationPlease do not hesitate to contact the undersigned should you have any questions or require additional information ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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 meSincerely, [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.
Complaint: [redacted] I am rejecting this response because:Lawrence was dishonest and a supervisor did not even bother to contact me to resolve the issue The discount they provided increased my bill from around $to $per month I am tired of how GCI operates their business I am not the first customer to complain about their lack of service and how they treat their customers At the end of the day, all I asked was to speak to the supervisor to confront what Lawrence did, but they didn't even bother to do so because THEY DO NOT CARE ABOUT THEIR CUSTOMERS and know that they have a monopoly in Alaska when it comes to internet I would have greatly appreciated a call from a supervisor so we could have an a discussion and figure things out It's sad that I had to go through the Revdex.com route.I give authorization to Revdex.com to discuss my account with GCI Also, I authorize Revdex.com to post my review of GCI for others to see.Thank you for your timeSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Since there was no official response other than an additional complaint with the [redacted] filedThere should be further review of thisThe [redacted] will most likely also receive a complaint, since this is a very easy issue that could have been resolved months ago by GCII am curious how often this happens to customers who either move out of town, out of state, or end their servicesThe [redacted] has also been informed of this and will be investigatingThis 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 creditOtherwise, I have wasted numerous hours talking to GCI representatives on the phone and in person now, and have not received the $that should have been credited to my Credit Card months ago Sincerely, [redacted] ***
With all his payments, pro-rated credits for cancelling service, and a $billed to his account [redacted] had a credit balance of -$on his November invoice For reasons known only to [redacted] he disputed one of his payments with his credit card company so the payment was added back to his account and his December invoice has a balance due of $(-+ 59.99) Once [redacted] pays this final invoice his account balance will be zero
Complaint: [redacted] I am rejecting this response because: GCI obviously did not even read my last response [redacted] HAS been paid in full immediately when I was informed of the billAn image of the credit card payment is attached I'm asking GCI to remove the derogatory from my credit since it was GCI's auto-pay transition failure that caused the outstanding bill that I was unaware of GCI's internal failure to transition my auto-pay should not negatively affect my credit Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I did not tell anybody at GCI I was military, I asked why military members were the only ones who were able to get released from their contract and the man helping me said if I had orders GCI would waive the ETFI have not been military for years however I am in the process of moving from Alaska to New Hampshire where I do not have adequate coverage and can not continue to use GCI servicesIf we were military wouldn't we have added that to the account when we originally signed up with GCI? Sincerely, [redacted]
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 yearsDoes 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 resolveIf 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] and ***My last contract was with [redacted] and even they offered better data services than GCI doesI signed a contract for service that was advertised--their advertising is completely and their response to my concerns has been negligibleI will happily note in my travels that only [redacted] and [redacted] can be counted on to provide cell service in AlaskaJune 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 dayI've still heard nothing I guess this was the response? I will happily return the iPhone in exchange for the end of my 2-year contract.thanks, [redacted] 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
On 9/6/ [redacted] filed his same complaint with the *** The response due date to the [redacted] is 10/7/ He will receive a copy of the written response to the [redacted] after it has been filed No further response to this Revdex.com complaint will be made
[redacted] complaint fails to mention that she forcibly inserted the SIM card into the MiFi device sideways damaging both the SIM card and the Mifi Since she cancelled the payment made with her credit card her GCI account was charged for the damaged equipment All charges on her account are strictly for the equipment she herself damaged and are owed to GCI In addition, GCI is unable to troubleshoot the MiFi due to the damage to it
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
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, when she visited a GCI store her behavior became such that she had to be asked to leave the store
GCI has cancelled this account with Cornerstone Credit Services and credited all charges Cornerstone will notify the credit reporting agencies that it is cancelled GCI regrets the errors that lead to this account being sent to collections
Upon review of ***’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 GCIInvoices 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/for non-paymentAll 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 ***, GCI has credited his old account $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] )
GCI stands behind the accuracy of our response and has nothing further to add [redacted] must choose whether or not to continue with the Internet service provided by [redacted] with the full knowledge of its limitations at his location
[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 servicesGCI takes seriously all customer complaints and has looked into this issueOn 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 accountThe other phone associated with his account is on a nationwide planGCI's Alaska iPhone plan costs $per month and the comparable nationwide plan costs $per monthIn June 2015, Mr [redacted] made GCI aware he preferred that both phones on this account be on a nationwide planGCI switched Mr [redacted] 's [redacted] number to the nationwide plan as of June 12, 2015, and applied a courtesy credit of$to his accountThat credit plus the difference in the price of the two plans more than covered the $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 $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 JulyAfter Mr [redacted] called with questions about the $in roaming charges for the service period between May 21st and June 11th GCI, gave Mr [redacted] an additional courtesy credit of$that appeared on his invoice due in AugustWe have attached copies of the pertinent pages from Mr [redacted] 's invoices due in June, July, and August reflecting this informationPlease do not hesitate to contact the undersigned should you have any questions or require additional information ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***
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 meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: GCI has not provided any resource as to how they monitor data usage Sincerely, [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.
Complaint: [redacted] I am rejecting this response because:Lawrence was dishonest and a supervisor did not even bother to contact me to resolve the issue The discount they provided increased my bill from around $to $per month I am tired of how GCI operates their business I am not the first customer to complain about their lack of service and how they treat their customers At the end of the day, all I asked was to speak to the supervisor to confront what Lawrence did, but they didn't even bother to do so because THEY DO NOT CARE ABOUT THEIR CUSTOMERS and know that they have a monopoly in Alaska when it comes to internet I would have greatly appreciated a call from a supervisor so we could have an a discussion and figure things out It's sad that I had to go through the Revdex.com route.I give authorization to Revdex.com to discuss my account with GCI Also, I authorize Revdex.com to post my review of GCI for others to see.Thank you for your timeSincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:Since there was no official response other than an additional complaint with the [redacted] filedThere should be further review of thisThe [redacted] will most likely also receive a complaint, since this is a very easy issue that could have been resolved months ago by GCII am curious how often this happens to customers who either move out of town, out of state, or end their servicesThe [redacted] has also been informed of this and will be investigatingThis 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 creditOtherwise, I have wasted numerous hours talking to GCI representatives on the phone and in person now, and have not received the $that should have been credited to my Credit Card months ago Sincerely, [redacted] ***
With all his payments, pro-rated credits for cancelling service, and a $billed to his account [redacted] had a credit balance of -$on his November invoice For reasons known only to [redacted] he disputed one of his payments with his credit card company so the payment was added back to his account and his December invoice has a balance due of $(-+ 59.99) Once [redacted] pays this final invoice his account balance will be zero
Complaint: [redacted] I am rejecting this response because: GCI obviously did not even read my last response [redacted] HAS been paid in full immediately when I was informed of the billAn image of the credit card payment is attached I'm asking GCI to remove the derogatory from my credit since it was GCI's auto-pay transition failure that caused the outstanding bill that I was unaware of GCI's internal failure to transition my auto-pay should not negatively affect my credit Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:I did not tell anybody at GCI I was military, I asked why military members were the only ones who were able to get released from their contract and the man helping me said if I had orders GCI would waive the ETFI have not been military for years however I am in the process of moving from Alaska to New Hampshire where I do not have adequate coverage and can not continue to use GCI servicesIf we were military wouldn't we have added that to the account when we originally signed up with GCI? Sincerely, [redacted]
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 yearsDoes 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 resolveIf 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] and ***My last contract was with [redacted] and even they offered better data services than GCI doesI signed a contract for service that was advertised--their advertising is completely and their response to my concerns has been negligibleI will happily note in my travels that only [redacted] and [redacted] can be counted on to provide cell service in AlaskaJune 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 dayI've still heard nothing I guess this was the response? I will happily return the iPhone in exchange for the end of my 2-year contract.thanks, [redacted] 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
On 9/6/ [redacted] filed his same complaint with the *** The response due date to the [redacted] is 10/7/ He will receive a copy of the written response to the [redacted] after it has been filed No further response to this Revdex.com complaint will be made
GCI has been in contact with [redacted] and is working to resolve his service issues
[redacted] complaint fails to mention that she forcibly inserted the SIM card into the MiFi device sideways damaging both the SIM card and the Mifi Since she cancelled the payment made with her credit card her GCI account was charged for the damaged equipment All charges on her account are strictly for the equipment she herself damaged and are owed to GCI In addition, GCI is unable to troubleshoot the MiFi due to the damage to it
***'s service did not move to the GCI billing platform (and change plans) until July Prior to that she was still on the [redacted] billing platform
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
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, when she visited a GCI store her behavior became such that she had to be asked to leave the store
GCI has cancelled this account with Cornerstone Credit Services and credited all charges Cornerstone will notify the credit reporting agencies that it is cancelled GCI regrets the errors that lead to this account being sent to collections
Upon review of ***’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 GCIInvoices 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/for non-paymentAll 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 ***, GCI has credited his old account $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] )