Review: This complain is regarding to wireless internet charges, through a hotspot service, that are not correlated to my use of the service.
In November 2014 after reaching 19 GB of data usage one week before the end of the cycle I removed the SIM card of the hotspot device and shut it down as I have a data limit of 20 Gb per month. Even though the GCI usage page for my account showed no additional activity for the whole week I was then charged $30 for a theoretical usage of 22-something GB, 2 GB above my limit.
I went to the GCI office at Bentley Mall, Fairbanks, and the support technician [redacted] kindly commented to me that there was a technical issue at the end of the cycle and cancelled the $30 dollar charge.
This month (January 2015) I monitored the usage to the last day of the cycle and although I never reached 20 GB I was charged this time $60 for a theoretical usage of 24-something GB.
I went on Friday January 23rd to the Airport Way store and spoke with [redacted] who commented that at that time could not check my usage at the system. Although I explained my previous experience with the overcharge he said he couldn't do anything until Saturday or Monday. As I didn't agree with the response I asked for the name of the responsible person for customer support in Fairbanks [redacted] at [redacted] and asked if the only solution I was being offered was to terminate my service. The next day he left a message on my phone only to state that he could check the usage and was over 24 GB.
On Saturday 24th I went to the Merhar Avenue Store to spoke with [redacted] but she was not present. I spoke to [redacted] who kindly heard me reciting all the issue again. She told me that she would communicate the problem to [redacted] and that she was going to call me to solve the issue on Monday 26th in the morning but I did not receive any call at all.
I understand that the GCI usage page is updated near real time but I doubt that "near real time" means weekly and at the same time the overcharges don't correspond to my usage until the end of the cycle. Also being my only option so far to solve this problem to terminate the service shows disregard for the customer.
I am also a GCI cell phone customer and I wonder if GCI is miscounting my internet cell phone usage in my hotspot service although what I'm paying for the cell phone includes its own internet usage, it is not shared with another service.Desired Settlement: Stop overcharging and solve this issue so I don't have to visit the stores every two months with the same problem. This is not only disrespectful but a terrible customer service experience.
Business
Response:
Initial Business Response /* (1000, 6, 2015/02/13) */
GCI's usage viewer on the "At-A-Glance" page, is updated near real time. The daily detail will total at the end of the day. [redacted] indicated the usage viewer was not reflecting any usage when he checked it online. GCI has credited his overage ($60). Should he run into any problems with the usage viewer going forward, please take a screenshot of the viewer and email it to [redacted]@gci.net so that our technical team can investigate. Additionally our technical support team can be reached at X-XXX-XXX-XXXX XXhrs a day, 7 days a week.
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted over the phone by [redacted] from GCI and he provided to me the same response which I find satisfactory, therefore the case can be closed.
Review: My complaint is with gci billing practices. I have had times when I call in to pay my bill to pay the amount due then I find my services are cut off due to that I didn't pay the full amount even when I call in to talk with a billing rep. I've had times where they keep a balance of as little as $0.16. When this happen they so call credit my bill to the next month which has me paying less then on the following period I have a much hight bill. On ave I pay about 96.00 per mo for Internet. Today I have them demanding $240. The Inconsistent billing is outraged and just needs to stop.
I have to often call in because they don't charge me the full amount which results in my billing to be screwed up once again. Desired Settlement: I want to just pay what I have and should about $96.00 per mo for Internet. Also being told if I just pay the full amount in the begins is childless exotically when I have to often call in when I find I wasn't charge the full amount when I called in.
I'm ready to drop gci and wonder if I should talk with a lawyer about their billing practices.
Mr. [redacted]'s billing has primarily been effected by two factors. The first is pro-rated amounts charged and credited to his account whenever services are suspended and resumed. The second is Mr. [redacted] has not been paying his entire balance due but has consistently had a balance forward. Mr. [redacted]'s billing was recently reviewed with him on May 1st and 3rd and he has entered into payment arrangements with GCI to get his services resumed and catch up on the past due amount. As long as Mr. [redacted] makes pays his current billing on time and keeps his payment arrangements for the past due amounts his services will remain active and his monthly billing consistent.
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: 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: 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: 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: 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: 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]
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 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: 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 switched my mobile phone service from [redacted] to GCI in April 2014. I ported my cellular telephone number from [redacted] to GCI and began prepaid cellular telephone service in April 2014 by signing up at the GCI store in Juneau, Alaska. I was paying for the service regularly. Some of the transactions were performed by credit card and many were done with cash. My last transaction to purchase prepaid airtime was done with cash at the GCI Store in Fairbanks, Alaska. I have recently moved back to Alberta Canada and I have no GSM cellular service where I now reside. I contacted GCI on Sunday, 7 September 2014 to disconnect the service and request a refund for the remaining credit that I have with GCI. My account number with GCI is XXXXXXXXX. The previous cellular telephone number was (XXX) XXX-XXXX and the account credit is $37.00USD. I was told by a GCI customer service supervisor that the credit was non-refundable and I could not receive it back. I further explained to the supervisor that I have returned to Canada on a full time basis and I did not have any intention to resume service with them. I further expressed to her that I am currently in Alaska until the end of the week and I would be glad to pick up the refund at a local GCI store, but she told me that I still was not entitled to a refund for the remaining credit. I feel that the act of retaining my money is theft and should not be tolerated.Desired Settlement: I am seeking a complete refund of the remaining credit that I have in the amount of thirty seven dollars ($37.00USD) and in a timely manner. Furthermore, I am also asking for GCI to make it POLICY for all customer service representatives to promptly inform customers that purchasing voucher for prepaid cellular service is NON-REFUNDABLE.
Keep in mind I am not a resident of the United States and I have no intent to resume residency in the United States. For GCI to retain my credit must not be tolerated per the given circumstances and it is my solemn request to receive compensation for the remaining credit and be given the opportunity to retrieve the credit from any GCI store in Alaska.
Business
Response:
Initial Business Response /* (1000, 5, 2014/09/22) */
Until recently GCI had a no refund policy for un-used prepaid minutes. With the policy change GCI has processed a refund request and mailed it to the address of record in Canada.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied that GCI handled my issue in a timely manner. However, the check that was mailed out to me has been rejected by my bank. I will be seeking another means to receive my refund from the company.
Final Business Response /* (4000, 9, 2014/10/06) */
GCI regrets that it is unable to assist [redacted] any further in this matter beyond issuing the refund check.
Final Consumer Response /* (2000, 11, 2014/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be in contact with them to see about obtaining the check from them at their main office after our Thanksgiving holiday on 13 October, 2014.
Review: I have been told just recently, within the last month, that I have an account in collections with GCI. I had initially had a cable account while living with my grandfather after I initially moved to the state of Alaska. I then moved out of his house and got my own home, and I called GCI to transfer the service. After I moved out of that home (finding affordable housing in Bethel can be tricky!) I then moved my services again.
What I was told by a GCI rep is that instead of transferring my services, they created a whole new account for me. OK, understandable. However, when they shut off the first account (the one at my grandfathers home) that had by then gone deliquent, they never billed me to my PO Box. Bethel, AK does not have postal delivery services. GCI states that they did not have a billing address on files for me. However, they did in fact have an address on file. I also have a cell phone and internet services, which I have received a bil for each month. They also have a cell phone number on file for me.
I asked why I had not been billed and what the charges were. It is close to $400 with late fees. Mind you, I had the super basic cable package, no more than $30 per month. So (a) I thought the cable had moved with me and thought it was paid and (b) I have an account in collections now for far more than I think should be owed and (c) they had a way to get in touch with me but did not.
I asked how I could dispute this and was told that I could call the collection company, but GCI would tell that that the charges are valid and I would still have to pay. GCI refused to intervene.
Since the phone call where this was all discovered (I had called to pay a bill and a rep noticed a 'hidden' account) I have recevied no less than 6 phone calls per day from the company GCI uses for collections. They have now miracoulously found my phone number and graciously passed along my information...almost 2 years later.
I dont mind paying the original bill owed to GCI for the actual services used. But I think that becuase it was THEIR fault for not billing me for the account AND opening a second account without me knowing, the late charges and collection account should be voided. Desired Settlement: I dont mind paying the original bill owed to GCI for the actual services used. But I think that becuase it was THEIR fault for not billing me for the account AND opening a second account without me knowing, the late charges and collection account should be voided.
New GCI video services were established by Ms. [redacted] on 8/18/11. Services were suspended on 10/26/11 due to non-payment for services and permanently disconnected on 11/2/11. GCI records do not show that any payments were ever made to Ms. [redacted]'s account nor did Ms. [redacted] contact or visit GCI to inquire about her billing. She did visit the GCI office in Bethel on 10/14/11 to set up her new account but made no effort to settle her previous one. On 5/29/12 GCI sent the unpaid account to Cornerstone Credit Services for collection. The total amount sent to Cornerstone was $321.93 of which $256.11 was for video services including pay-per-view movies. Ms. [redacted] can clear this debt by contacting Cornerstone and arranging payment in full.
Review: This complain is regarding to wireless internet charges, through a hotspot service, that are not correlated to my use of the service.
In November 2014 after reaching 19 GB of data usage one week before the end of the cycle I removed the SIM card of the hotspot device and shut it down as I have a data limit of 20 Gb per month. Even though the GCI usage page for my account showed no additional activity for the whole week I was then charged $30 for a theoretical usage of 22-something GB, 2 GB above my limit.
I went to the GCI office at Bentley Mall, Fairbanks, and the support technician [redacted] kindly commented to me that there was a technical issue at the end of the cycle and cancelled the $30 dollar charge.
This month (January 2015) I monitored the usage to the last day of the cycle and although I never reached 20 GB I was charged this time $60 for a theoretical usage of 24-something GB.
I went on Friday January 23rd to the Airport Way store and spoke with [redacted] who commented that at that time could not check my usage at the system. Although I explained my previous experience with the overcharge he said he couldn't do anything until Saturday or Monday. As I didn't agree with the response I asked for the name of the responsible person for customer support in Fairbanks [redacted] at [redacted] and asked if the only solution I was being offered was to terminate my service. The next day he left a message on my phone only to state that he could check the usage and was over 24 GB.
On Saturday 24th I went to the Merhar Avenue Store to spoke with [redacted] but she was not present. I spoke to [redacted] who kindly heard me reciting all the issue again. She told me that she would communicate the problem to [redacted] and that she was going to call me to solve the issue on Monday 26th in the morning but I did not receive any call at all.
I understand that the GCI usage page is updated near real time but I doubt that "near real time" means weekly and at the same time the overcharges don't correspond to my usage until the end of the cycle. Also being my only option so far to solve this problem to terminate the service shows disregard for the customer.
I am also a GCI cell phone customer and I wonder if GCI is miscounting my internet cell phone usage in my hotspot service although what I'm paying for the cell phone includes its own internet usage, it is not shared with another service.Desired Settlement: Stop overcharging and solve this issue so I don't have to visit the stores every two months with the same problem. This is not only disrespectful but a terrible customer service experience.
Business
Response:
Initial Business Response /* (1000, 6, 2015/02/13) */
GCI's usage viewer on the "At-A-Glance" page, is updated near real time. The daily detail will total at the end of the day. [redacted] indicated the usage viewer was not reflecting any usage when he checked it online. GCI has credited his overage ($60). Should he run into any problems with the usage viewer going forward, please take a screenshot of the viewer and email it to [redacted]@gci.net so that our technical team can investigate. Additionally our technical support team can be reached at X-XXX-XXX-XXXX XXhrs a day, 7 days a week.
Initial Consumer Rebuttal /* (2000, 8, 2015/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted over the phone by [redacted] from GCI and he provided to me the same response which I find satisfactory, therefore the case can be closed.
Thanks.
Review: My complaint is with gci billing practices. I have had times when I call in to pay my bill to pay the amount due then I find my services are cut off due to that I didn't pay the full amount even when I call in to talk with a billing rep. I've had times where they keep a balance of as little as $0.16. When this happen they so call credit my bill to the next month which has me paying less then on the following period I have a much hight bill. On ave I pay about 96.00 per mo for Internet. Today I have them demanding $240. The Inconsistent billing is outraged and just needs to stop.
I have to often call in because they don't charge me the full amount which results in my billing to be screwed up once again. Desired Settlement: I want to just pay what I have and should about $96.00 per mo for Internet. Also being told if I just pay the full amount in the begins is childless exotically when I have to often call in when I find I wasn't charge the full amount when I called in.
I'm ready to drop gci and wonder if I should talk with a lawyer about their billing practices.
Business
Response:
Business' Initial Response /* (1000, 5, 2013/05/07) */
Mr. [redacted]'s billing has primarily been effected by two factors. The first is pro-rated amounts charged and credited to his account whenever services are suspended and resumed. The second is Mr. [redacted] has not been paying his entire balance due but has consistently had a balance forward. Mr. [redacted]'s billing was recently reviewed with him on May 1st and 3rd and he has entered into payment arrangements with GCI to get his services resumed and catch up on the past due amount. As long as Mr. [redacted] makes pays his current billing on time and keeps his payment arrangements for the past due amounts his services will remain active and his monthly billing consistent.
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: 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: 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: 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: 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: 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: 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 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: 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 switched my mobile phone service from [redacted] to GCI in April 2014. I ported my cellular telephone number from [redacted] to GCI and began prepaid cellular telephone service in April 2014 by signing up at the GCI store in Juneau, Alaska. I was paying for the service regularly. Some of the transactions were performed by credit card and many were done with cash. My last transaction to purchase prepaid airtime was done with cash at the GCI Store in Fairbanks, Alaska. I have recently moved back to Alberta Canada and I have no GSM cellular service where I now reside. I contacted GCI on Sunday, 7 September 2014 to disconnect the service and request a refund for the remaining credit that I have with GCI. My account number with GCI is XXXXXXXXX. The previous cellular telephone number was (XXX) XXX-XXXX and the account credit is $37.00USD. I was told by a GCI customer service supervisor that the credit was non-refundable and I could not receive it back. I further explained to the supervisor that I have returned to Canada on a full time basis and I did not have any intention to resume service with them. I further expressed to her that I am currently in Alaska until the end of the week and I would be glad to pick up the refund at a local GCI store, but she told me that I still was not entitled to a refund for the remaining credit. I feel that the act of retaining my money is theft and should not be tolerated.Desired Settlement: I am seeking a complete refund of the remaining credit that I have in the amount of thirty seven dollars ($37.00USD) and in a timely manner. Furthermore, I am also asking for GCI to make it POLICY for all customer service representatives to promptly inform customers that purchasing voucher for prepaid cellular service is NON-REFUNDABLE.
Keep in mind I am not a resident of the United States and I have no intent to resume residency in the United States. For GCI to retain my credit must not be tolerated per the given circumstances and it is my solemn request to receive compensation for the remaining credit and be given the opportunity to retrieve the credit from any GCI store in Alaska.
Business
Response:
Initial Business Response /* (1000, 5, 2014/09/22) */
Until recently GCI had a no refund policy for un-used prepaid minutes. With the policy change GCI has processed a refund request and mailed it to the address of record in Canada.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied that GCI handled my issue in a timely manner. However, the check that was mailed out to me has been rejected by my bank. I will be seeking another means to receive my refund from the company.
Final Business Response /* (4000, 9, 2014/10/06) */
GCI regrets that it is unable to assist [redacted] any further in this matter beyond issuing the refund check.
Final Consumer Response /* (2000, 11, 2014/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be in contact with them to see about obtaining the check from them at their main office after our Thanksgiving holiday on 13 October, 2014.
Review: I have been told just recently, within the last month, that I have an account in collections with GCI. I had initially had a cable account while living with my grandfather after I initially moved to the state of Alaska. I then moved out of his house and got my own home, and I called GCI to transfer the service. After I moved out of that home (finding affordable housing in Bethel can be tricky!) I then moved my services again.
What I was told by a GCI rep is that instead of transferring my services, they created a whole new account for me. OK, understandable. However, when they shut off the first account (the one at my grandfathers home) that had by then gone deliquent, they never billed me to my PO Box. Bethel, AK does not have postal delivery services. GCI states that they did not have a billing address on files for me. However, they did in fact have an address on file. I also have a cell phone and internet services, which I have received a bil for each month. They also have a cell phone number on file for me.
I asked why I had not been billed and what the charges were. It is close to $400 with late fees. Mind you, I had the super basic cable package, no more than $30 per month. So (a) I thought the cable had moved with me and thought it was paid and (b) I have an account in collections now for far more than I think should be owed and (c) they had a way to get in touch with me but did not.
I asked how I could dispute this and was told that I could call the collection company, but GCI would tell that that the charges are valid and I would still have to pay. GCI refused to intervene.
Since the phone call where this was all discovered (I had called to pay a bill and a rep noticed a 'hidden' account) I have recevied no less than 6 phone calls per day from the company GCI uses for collections. They have now miracoulously found my phone number and graciously passed along my information...almost 2 years later.
I dont mind paying the original bill owed to GCI for the actual services used. But I think that becuase it was THEIR fault for not billing me for the account AND opening a second account without me knowing, the late charges and collection account should be voided. Desired Settlement: I dont mind paying the original bill owed to GCI for the actual services used. But I think that becuase it was THEIR fault for not billing me for the account AND opening a second account without me knowing, the late charges and collection account should be voided.
The charges owed should be around $90-100.
Business
Response:
Business' Initial Response /* (1000, 5, 2013/04/04) */
New GCI video services were established by Ms. [redacted] on 8/18/11. Services were suspended on 10/26/11 due to non-payment for services and permanently disconnected on 11/2/11. GCI records do not show that any payments were ever made to Ms. [redacted]'s account nor did Ms. [redacted] contact or visit GCI to inquire about her billing. She did visit the GCI office in Bethel on 10/14/11 to set up her new account but made no effort to settle her previous one. On 5/29/12 GCI sent the unpaid account to Cornerstone Credit Services for collection. The total amount sent to Cornerstone was $321.93 of which $256.11 was for video services including pay-per-view movies. Ms. [redacted] can clear this debt by contacting Cornerstone and arranging payment in full.