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: 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: GCI has throughput limits on internet their high speed internet connections. This is because they also have their cable television connections to sell and want to limit video services like YouTube, [redacted] and [redacted]. Their internet plans have progressively higher throughput limits, however the speed also increases with the higher limits. GCI is a monopoly in both their cable television and cable internet services which allows them to gouge their customers.Desired Settlement: Remove the throughput limits for cable internet.
Business
Response:
Initial Business Response /* (1000, 6, 2014/03/25) */
The following is taken from GCI's web page titled Data Usage and You: To provide you with quality, affordable service, most of our service plans offer a generous amount of included usage. Most customers do not exceed the amount of monthly included amount but if you do, usage is billed at your plan's overage rate... Included usage allowances in our service plans assure affordable and reliable service for all customers... A small number of customers use substantially more of the network than is intended for their service plan. Left unchecked, this usage could affect the experience and cost to all customers. GCI believes the fairest approach to keep the costs down for all customers is to ensure that customers are on service plans that best match their needs and where applicable, assess modest charges for those with usage above their intended plan levels.
(The consumer indicated he/she DID NOT accept the response from the business.)
"provide you with quality, affordable service"
This canned answer is not sufficient. The Telecommunications act of 1996 provided GCI the funds to install fiber internet to upgrade Alaska's infrastructure, something GCI has neglected to do (in violation of the 1996 Act) until 2014.
When an internet service provider buys access to the higher level network, it does not pay for the amount of traffic that goes through it, it only pays for access. GCI buys the port access from the tier 3 network provider and is not charged for usage. GCI then turns around and charges its customers if they go over an arbitrary amount of data.
As to the quality of the service, I pay $160 for a 22 Mbps internet connection and I have never seen my connection go that fast. I am not even getting the quality of internet service that I am paying for.
Final Business Response /* (4000, 18, 2014/04/02) */
While we regret loosing Mr. [redacted]'s business, GCI wishes him well.
Final Consumer Response /* (4200, 12, 2014/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If GCI had no infrastructure problems then it would be able to provide internet access that the customer has already paid for without charging their customers for exceeding an arbitrary throughput limit.
Review: my cell phone service was cut off without notice and it was enormously difficult to pay bill using customer service number for pre paid then I was cut off by [redacted] 2/25/15 9am. and then same with [redacted]Desired Settlement: DesiredSettlementID: Refund I shouldn't have to go thru this kind of stress. give a customer notice before shutting off phone this is is horrible customer service
Consumer
Response:
I went into the airport road store and I spoke to a supervisor at another store via phone I requested changes be made in their phone system and the problem was resolved. thank you[redacted]
Business
Response:
On 11/25/14 [redacted] Lifeline service with GCI was suspended due to invalid paperwork. GCI had left a message for [redacted] on 11/18/14 and then spoke with her later that same day about the need for her to submit the necessary paperwork. Lifeline is a federal program with very strict rules that must be adhered to. With no response from [redacted] for corrected paperwork GCI had no choice but to suspend her Lifeline service until GCI had valid paperwork. On 11/26/14 [redacted] visited a GCI office and decided to switch her number to pre-paid service rather than re-accomplishing the Lifeline paperwork.
Review: GCI purchased the local cell phone carrier in Unalaska, AK in approximately Nov of 2013. Since then their billing and accounts receivable systems have not worked properly. I cancelled my service because of this problem. At the time of cancellation they claimed the amount I owed was approx. $260. Since then I have made a $90 payment on 11/25/2013, $90 payment on 12/20/2013 and a $90 payment on 1/3/2014. I just received another bill for $266.18 which included a wireless service fee. The invoice number is XXX-XXXXXX. The last 4 digits of my account # is [redacted].Desired Settlement: Immediately update my account. Apply all payments made. If anything has been reported to credit bureaus I should be made aware of it immediately and GCI should correct it immediately.
They might also want to consider improving the customer service skills of those that are employed at the Unalaska location.
Business
Response:
Initial Business Response /* (1000, 6, 2014/01/20) */
On 1/14/14 GCI spoke with [redacted] informing him that he made his autopay payments to his AK Wireless account and GCI transferred them to his GCI account. Becaus of this his payments were delayed in posting to his GCI account. His final GCI billing of $5.63 was credited as a courtesy leaving him with a zero balance.
I was contacted by collections but never received a bill from GCI or a phone call OR told I owe anything when I closed the account IN PERSON back in august 2013. She said they sent them. I never received anything! I gave a forwarding address, have the same phone #. She confirmed that info I gave as well. She said if you close an account they will not call you (and apparently tell you in person) you owe them. They just send it to collections.Desired Settlement: An apology for their poor business practices. I hate to think of how many people they do this to on a regular basis.
Business
Response:
Initial Business Response /* (1000, 5, 2013/11/19) */
When [redacted] disconnected her service with GCI on August 7, 2013 she provided a new mailing address in Dothan, AL. The address on [redacted]'s Revdex.com complaint is Navarre, FL. GCI was not provided this mailing address. The last payment posted on [redacted]'s account is dated May 25, 2013 which paid her May 16th invoice. No further payments have been received.
Final Consumer Response /* (3000, 7, 2013/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is common to have both a mailing address and physical address. I regularly check my mail at the given mailing address and recieved NO bills from GCI, no call (same phone number), and was not told in person when I turned in the equipment. I checked my mail AGAIN after the collection agency call and reviewed 1 letter from the collection agency with a post mark delivery day of just 1 day before. My personal and business reasons for having a separate mailing address did not hinder GCI from notifying me of the bill. I have received other bills appropriately from other businesses with NO problem.
Final Business Response /* (4000, 9, 2013/11/22) */
[redacted]'s GCI account does not show any return mail. GCI suggests that [redacted] check with her local Post Office if she truly is not receiving all her mail. Also, GCI would like to point out that most of the past due balance on [redacted]'s account was billed to her while she was stil in Alaska. Is she also claiming she did not receive her mail in Alaska?
Review: I first became a customer of GCI in February 2012. I initially became a wireless phone customer, followed by signing up for internet services in March 2012 and cable services in July 2012.
In the past 1.5 years, I have had to call GCI's customer service line at least every other month if not more to report inaccuracies in billing for all of the services being provided.
When I signed up for internet usage, I was overcharged for the internet for the first three months and was charged overage/usage fees without any proof from GCI that I had exceeded my overage/usage allotment.
Shortly after signing up for internet services, GCI changed the way it was organizing its internet services. This resulted in adjustments to my billing with GCI increasing my monthly billing to my account without authorization or consent, and without advance notice. This was when all GCI did was change the name of what the internet service was being called, increased usage and speed of the internet for the same price, making it a better deal for the consumer. But somehow they began charging my account more. This took 1-2 months to remedy on my billing statements.
When I added cable to my bill in July 2012, I called monthly for 2-3 months because I was double charged for two separate cable services. I signed up for one cable service, and was provided one cable box. That provided cable box was incompatible with the actual cable service I signed up for. That provided cable box was compatible with a cable service for which I did not sign up. When I called to fix the situation, they charged me for both the cable service I signed up for initially and for the cable service that worked for the cable box I was incorrectly provided with. The cable service I signed up for cost more per month, so I was essentially being charged more for a cable box that provided me with less, and was charged twice. This took close to 3 months to remedy in billing, and only after I consistently called to fix the problem after it showed up on every single billing cycle for 3 months.
In April 2013 I called to sign up for an add on to my cable services, subscribing to HBO services. They were unable to add HBO services to my cable box. During the course of investigating the problem, it was discovered that they believed I had two cable boxes in my possession. I have only ever been issued one cable box at a time and have never been issued two cable boxes. This caused close to a month of headaches in phone calls. When they added the HBO services to my cable services account, they proceeded to begin charging me an additional fee that was undisclosed as part of the HBO services, and that directly relates to a cable box that has not been issued to me. I know this because the fee I'm being charged is for that same cable box from July 2012 that was erroneously issued to me, that was incompatible with cable services requested and signed up for.
In June 2013, GCI again changed its internet services. Similar to the situation a year ago, as detailed above, GCI increased the speed and usage quota for the same monetary fee previously assigned. This would appear to benefit the consumer. However, on my first billing cycle reflecting the change to my account, GCI increased my bill instead of keeping it the same. These changes were made to my account without advance notice, without my consent, and without authorization by either of the two users authorized on the account.
In May 2013 and June 2013 one or the other of the wireless accounts was charged for usage fees for "voice" without any description as to how either account account incurred a "usage" fee.
I am now in the process of disputing yet again the inaccurate cable, internet, and wireless fees being charged to my account due to the inability of GCI to engage in accurate billing practices.
In June 2013, my cable box was plugged into a surge protector along with my television. During a thunder and lightning storm, my cable box was fried while my television survived. The fried cable box was returned within 48 hours, at the recommendation of technical support contacted the night of the storm after unsuccessfully attempting to reset the cable box, and retrieved a new cable box. The cable service I receive is to include DVR services, which allows me to record television programming to watch at a later date. The new cable box provided will allow me to set up a recording, but then fails to actually record the program either by (1) not recording at all or (2) GCI using that recording time for plugging a slideshow of advertisements similar to those found scrolling on the movie theater screen prior to the trailers/previews that come before the actual movie.Desired Settlement: I am uncertain of what remedies I, and the thousands of Alaskans also experiencing these problems, have regarding the inconsistent and dishonest billing practices of GCI. But something should be done to prevent these types of negligent, and potentially intentional, business practices.
I want GCI to fix the problem of chronic inconsistent and dishonest billing practices. If that means GCI invests in better software or hardware to ensure that billing practices are remedied, then so be it. If that means that GCI provides advance notice to customers, at least one billing cycle prior to any changes being implemented to their account, then so be it. But it is not my job to micromanage GCI's billing practices. It is their job to have accurate and consisting billing practices as a business.
GCI has left a couple of voicemail messages (6/28 and 7/2)for [redacted] so we can review her account with her and correct any outstanding issues. To date, we have not received any return calls.
Review: About a year ago GCI convinced me that I could save money by having my long distance service with them. They told me that they would cancel my long distance with [redacted] They did not & I kept gettting billed. They said that I would receive a credid or a reenbersement from them for being double billed. Now they tell me that I have to send them copies of all my bills from [redacted] Nobody keeps those old bills. They originally told me that they would take care of that. They have lied to me at least 4 different times. My request is that GCI credid me with all the double billings. Thank you.
Desired Settlement: DesiredSettlementID: Refund
Credit from GCI.
Business
Response:
Initial Business Response /* (1000, 5, 2014/01/07) */
GCI regrets the difficulties [redacted] has experienced with his long distance service. However, in order to be able provide the credits [redacted] is requesting GCI needs proof of the actual charges. Unfortunately, he needs contact [redacted] himself and request the invoices for the dates in question and then provide those to GCI. FCC rules prohibit GCI from requesting them from [redacted] and [redacted] from providing them to GCI. Once GCI has been provided the invoices the appropriate credit can be applied to [redacted]'s account. The invoices can be faxed to XXX-XXX-XXXX.
Final Consumer Response /* (2000, 7, 2014/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope that GCI will improve their business practices in the future. unfortunately they promised to take care of things that I was supposed to do.
Review: I signed up for GCI wireless service in Oct 30 2014. As part of their advertisement, they were supposed to reimburse the previous cell phone company's termination fee in prorated amounts. I have stopped by their store a few times now to give them the proof that they need. Each time they tell me it would take 90 days to process. That is why it is now May 2015 and I have only received one prorated credit that was done manually. I called again and spoke to their assistant manager, Steve, who said that I have to wait until Aug to get the next one. They say they do not have records of my previous visits and I do not have proof either. But I'd like to warn others to be careful with them.Desired Settlement: Start my bill credits now. Its been over 7 months.
Business
Response:
GCI contacted Mr. [redacted] on 5/11/15 and let him know that the entire contract buyout credits have been applied to his account. GCI regrets the delay in getting them applied.
Review: I currently have two smart phone plans, internet and cable through GCI.
On a consumer billing on August 20th, 2014 - GCI billed my account $25 in excess of contractually allowed charges. Over the next 3 weeks, they did nothing, and then allowed the credit card auto pay to be processed on the 15th for the excessive amount.
I called GCI customer service on 9/16 to complain about excess charges. The GCI support rep whom I talked to said it was a known issue with the billing software for August and credited the over charge (difference of $240 and $212) to my September billing (that I have not yet seen).
To my understanding it was a known issue with their billings, and they never proactively issued a credit or reached out to customers in the 3 weeks between the invoices and when I called.
Because I am an auto pay customer and rarely if ever look at my bills, I felt like they were taking a wait and see approach if customers complain, and then refunding the balances. I emailed customer service on the 16th explaining the above, and asking why they had not already credited the amount (what about the other customers who didn't notice / care). To my undersanding this billing glitch affects all customers who receive internet, phone, and cable services from GCI.
I received a phone call from an assistant manager on the 17th around noon. What I was seeking was an apology and assurance that this wouldn't happen again - the call quickly turned into an argument. The GCI employee stated that they had only found out yesterday about the billing issue, although bills were sent out on the 20th and due on the 15th, and were working to address it (which doesn't pass [redacted] smell test). I stated that a 'courtesy credit' that is a refund of the demanded and received overpayment isnt great customer service. He ended up refunding the amount due me plus $25 to future statements (again not verifiable until I receive september billing).
Additionally, the internet at my house has been working sporadically since this summer. I first called to ask for support in July, GCI CS said there was a 'known issue' in my neighborhood and they are working on it. Sporadic internet coverage has continued, and I called CS again on the 16th to address it. GCI support tech said there was a known issue of a noise floor being too low, and that they were working on it. Two months later....Desired Settlement: Increased transparency and admittance of fault. Prorated refund of charges billed for internet while service has been sporadic (July '14 - present).
Business
Response:
Initial Business Response /* (1000, 5, 2014/09/22) */
The billing error referenced in [redacted]'s complaint was credited to his account twice; on 9/16/14 and on 9/17/14. GCI will continue to monitor and credit his account until we are certain the billing is correct. [redacted] also has an open trouble ticket for the cable modem issue waiting for him to contact GCI back.
(The consumer indicated he/she DID NOT accept the response from the business.)
GCI again billed on 9/20/14 in excess of contractually allowed charges again by $25.00. This payment is due on 10/13. In order to avoid late charges or potentially damaging my credit, I am forced to pay an excessive amount to GCI for services rendered.
I emailed GCI customer service on 9/23 to both of their CS email addresses ([redacted]@gci.com, and [redacted]@gci.com) asking for them to refund the charges billed in excess and received no response.
it is one thing to say you are monitoring my account for mis-charges, it is another thing to take action/ and or respond to consumer requests.
Final Business Response /* (4000, 9, 2014/10/07) */
[redacted] received no response to his emails as GCI has been responding to the exact same complaint vis the Revdex.com complaint. The same person is responsible for responding. Once again [redacted]'s account has been credited the appropriate amount which he can easily verify by calling customer service. [redacted]'s account continues to be monitored until the billing is correct
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.
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: GCI has throughput limits on internet their high speed internet connections. This is because they also have their cable television connections to sell and want to limit video services like YouTube, [redacted] and [redacted]. Their internet plans have progressively higher throughput limits, however the speed also increases with the higher limits. GCI is a monopoly in both their cable television and cable internet services which allows them to gouge their customers.Desired Settlement: Remove the throughput limits for cable internet.
Business
Response:
Initial Business Response /* (1000, 6, 2014/03/25) */
The following is taken from GCI's web page titled Data Usage and You: To provide you with quality, affordable service, most of our service plans offer a generous amount of included usage. Most customers do not exceed the amount of monthly included amount but if you do, usage is billed at your plan's overage rate... Included usage allowances in our service plans assure affordable and reliable service for all customers... A small number of customers use substantially more of the network than is intended for their service plan. Left unchecked, this usage could affect the experience and cost to all customers. GCI believes the fairest approach to keep the costs down for all customers is to ensure that customers are on service plans that best match their needs and where applicable, assess modest charges for those with usage above their intended plan levels.
Initial Consumer Rebuttal /* (3000, 8, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"provide you with quality, affordable service"
This canned answer is not sufficient. The Telecommunications act of 1996 provided GCI the funds to install fiber internet to upgrade Alaska's infrastructure, something GCI has neglected to do (in violation of the 1996 Act) until 2014.
When an internet service provider buys access to the higher level network, it does not pay for the amount of traffic that goes through it, it only pays for access. GCI buys the port access from the tier 3 network provider and is not charged for usage. GCI then turns around and charges its customers if they go over an arbitrary amount of data.
As to the quality of the service, I pay $160 for a 22 Mbps internet connection and I have never seen my connection go that fast. I am not even getting the quality of internet service that I am paying for.
Final Business Response /* (4000, 18, 2014/04/02) */
While we regret loosing Mr. [redacted]'s business, GCI wishes him well.
Final Consumer Response /* (4200, 12, 2014/03/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If GCI had no infrastructure problems then it would be able to provide internet access that the customer has already paid for without charging their customers for exceeding an arbitrary throughput limit.
Review: my cell phone service was cut off without notice and it was enormously difficult to pay bill using customer service number for pre paid then I was cut off by [redacted] 2/25/15 9am. and then same with [redacted]Desired Settlement: DesiredSettlementID: Refund I shouldn't have to go thru this kind of stress. give a customer notice before shutting off phone this is is horrible customer service
Consumer
Response:
I went into the airport road store and I spoke to a supervisor at another store via phone I requested changes be made in their phone system and the problem was resolved. thank you[redacted]
Business
Response:
On 11/25/14 [redacted] Lifeline service with GCI was suspended due to invalid paperwork. GCI had left a message for [redacted] on 11/18/14 and then spoke with her later that same day about the need for her to submit the necessary paperwork. Lifeline is a federal program with very strict rules that must be adhered to. With no response from [redacted] for corrected paperwork GCI had no choice but to suspend her Lifeline service until GCI had valid paperwork. On 11/26/14 [redacted] visited a GCI office and decided to switch her number to pre-paid service rather than re-accomplishing the Lifeline paperwork.
Review: GCI purchased the local cell phone carrier in Unalaska, AK in approximately Nov of 2013. Since then their billing and accounts receivable systems have not worked properly. I cancelled my service because of this problem. At the time of cancellation they claimed the amount I owed was approx. $260. Since then I have made a $90 payment on 11/25/2013, $90 payment on 12/20/2013 and a $90 payment on 1/3/2014. I just received another bill for $266.18 which included a wireless service fee. The invoice number is XXX-XXXXXX. The last 4 digits of my account # is [redacted].Desired Settlement: Immediately update my account. Apply all payments made. If anything has been reported to credit bureaus I should be made aware of it immediately and GCI should correct it immediately.
They might also want to consider improving the customer service skills of those that are employed at the Unalaska location.
Business
Response:
Initial Business Response /* (1000, 6, 2014/01/20) */
On 1/14/14 GCI spoke with [redacted] informing him that he made his autopay payments to his AK Wireless account and GCI transferred them to his GCI account. Becaus of this his payments were delayed in posting to his GCI account. His final GCI billing of $5.63 was credited as a courtesy leaving him with a zero balance.
Review:
I was contacted by collections but never received a bill from GCI or a phone call OR told I owe anything when I closed the account IN PERSON back in august 2013. She said they sent them. I never received anything! I gave a forwarding address, have the same phone #. She confirmed that info I gave as well. She said if you close an account they will not call you (and apparently tell you in person) you owe them. They just send it to collections.Desired Settlement: An apology for their poor business practices. I hate to think of how many people they do this to on a regular basis.
Business
Response:
Initial Business Response /* (1000, 5, 2013/11/19) */
When [redacted] disconnected her service with GCI on August 7, 2013 she provided a new mailing address in Dothan, AL. The address on [redacted]'s Revdex.com complaint is Navarre, FL. GCI was not provided this mailing address. The last payment posted on [redacted]'s account is dated May 25, 2013 which paid her May 16th invoice. No further payments have been received.
Final Consumer Response /* (3000, 7, 2013/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is common to have both a mailing address and physical address. I regularly check my mail at the given mailing address and recieved NO bills from GCI, no call (same phone number), and was not told in person when I turned in the equipment. I checked my mail AGAIN after the collection agency call and reviewed 1 letter from the collection agency with a post mark delivery day of just 1 day before. My personal and business reasons for having a separate mailing address did not hinder GCI from notifying me of the bill. I have received other bills appropriately from other businesses with NO problem.
Final Business Response /* (4000, 9, 2013/11/22) */
[redacted]'s GCI account does not show any return mail. GCI suggests that [redacted] check with her local Post Office if she truly is not receiving all her mail. Also, GCI would like to point out that most of the past due balance on [redacted]'s account was billed to her while she was stil in Alaska. Is she also claiming she did not receive her mail in Alaska?
Review: I first became a customer of GCI in February 2012. I initially became a wireless phone customer, followed by signing up for internet services in March 2012 and cable services in July 2012.
In the past 1.5 years, I have had to call GCI's customer service line at least every other month if not more to report inaccuracies in billing for all of the services being provided.
When I signed up for internet usage, I was overcharged for the internet for the first three months and was charged overage/usage fees without any proof from GCI that I had exceeded my overage/usage allotment.
Shortly after signing up for internet services, GCI changed the way it was organizing its internet services. This resulted in adjustments to my billing with GCI increasing my monthly billing to my account without authorization or consent, and without advance notice. This was when all GCI did was change the name of what the internet service was being called, increased usage and speed of the internet for the same price, making it a better deal for the consumer. But somehow they began charging my account more. This took 1-2 months to remedy on my billing statements.
When I added cable to my bill in July 2012, I called monthly for 2-3 months because I was double charged for two separate cable services. I signed up for one cable service, and was provided one cable box. That provided cable box was incompatible with the actual cable service I signed up for. That provided cable box was compatible with a cable service for which I did not sign up. When I called to fix the situation, they charged me for both the cable service I signed up for initially and for the cable service that worked for the cable box I was incorrectly provided with. The cable service I signed up for cost more per month, so I was essentially being charged more for a cable box that provided me with less, and was charged twice. This took close to 3 months to remedy in billing, and only after I consistently called to fix the problem after it showed up on every single billing cycle for 3 months.
In April 2013 I called to sign up for an add on to my cable services, subscribing to HBO services. They were unable to add HBO services to my cable box. During the course of investigating the problem, it was discovered that they believed I had two cable boxes in my possession. I have only ever been issued one cable box at a time and have never been issued two cable boxes. This caused close to a month of headaches in phone calls. When they added the HBO services to my cable services account, they proceeded to begin charging me an additional fee that was undisclosed as part of the HBO services, and that directly relates to a cable box that has not been issued to me. I know this because the fee I'm being charged is for that same cable box from July 2012 that was erroneously issued to me, that was incompatible with cable services requested and signed up for.
In June 2013, GCI again changed its internet services. Similar to the situation a year ago, as detailed above, GCI increased the speed and usage quota for the same monetary fee previously assigned. This would appear to benefit the consumer. However, on my first billing cycle reflecting the change to my account, GCI increased my bill instead of keeping it the same. These changes were made to my account without advance notice, without my consent, and without authorization by either of the two users authorized on the account.
In May 2013 and June 2013 one or the other of the wireless accounts was charged for usage fees for "voice" without any description as to how either account account incurred a "usage" fee.
I am now in the process of disputing yet again the inaccurate cable, internet, and wireless fees being charged to my account due to the inability of GCI to engage in accurate billing practices.
In June 2013, my cable box was plugged into a surge protector along with my television. During a thunder and lightning storm, my cable box was fried while my television survived. The fried cable box was returned within 48 hours, at the recommendation of technical support contacted the night of the storm after unsuccessfully attempting to reset the cable box, and retrieved a new cable box. The cable service I receive is to include DVR services, which allows me to record television programming to watch at a later date. The new cable box provided will allow me to set up a recording, but then fails to actually record the program either by (1) not recording at all or (2) GCI using that recording time for plugging a slideshow of advertisements similar to those found scrolling on the movie theater screen prior to the trailers/previews that come before the actual movie.Desired Settlement: I am uncertain of what remedies I, and the thousands of Alaskans also experiencing these problems, have regarding the inconsistent and dishonest billing practices of GCI. But something should be done to prevent these types of negligent, and potentially intentional, business practices.
I want GCI to fix the problem of chronic inconsistent and dishonest billing practices. If that means GCI invests in better software or hardware to ensure that billing practices are remedied, then so be it. If that means that GCI provides advance notice to customers, at least one billing cycle prior to any changes being implemented to their account, then so be it. But it is not my job to micromanage GCI's billing practices. It is their job to have accurate and consisting billing practices as a business.
Business
Response:
Business' Initial Response /* (1000, 6, 2013/07/09) */
GCI has left a couple of voicemail messages (6/28 and 7/2)for [redacted] so we can review her account with her and correct any outstanding issues. To date, we have not received any return calls.
Review: About a year ago GCI convinced me that I could save money by having my long distance service with them. They told me that they would cancel my long distance with [redacted] They did not & I kept gettting billed. They said that I would receive a credid or a reenbersement from them for being double billed. Now they tell me that I have to send them copies of all my bills from [redacted] Nobody keeps those old bills. They originally told me that they would take care of that. They have lied to me at least 4 different times. My request is that GCI credid me with all the double billings. Thank you.
Desired Settlement: DesiredSettlementID: Refund
Credit from GCI.
Business
Response:
Initial Business Response /* (1000, 5, 2014/01/07) */
GCI regrets the difficulties [redacted] has experienced with his long distance service. However, in order to be able provide the credits [redacted] is requesting GCI needs proof of the actual charges. Unfortunately, he needs contact [redacted] himself and request the invoices for the dates in question and then provide those to GCI. FCC rules prohibit GCI from requesting them from [redacted] and [redacted] from providing them to GCI. Once GCI has been provided the invoices the appropriate credit can be applied to [redacted]'s account. The invoices can be faxed to XXX-XXX-XXXX.
Final Consumer Response /* (2000, 7, 2014/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I hope that GCI will improve their business practices in the future. unfortunately they promised to take care of things that I was supposed to do.
Review: I signed up for GCI wireless service in Oct 30 2014. As part of their advertisement, they were supposed to reimburse the previous cell phone company's termination fee in prorated amounts. I have stopped by their store a few times now to give them the proof that they need. Each time they tell me it would take 90 days to process. That is why it is now May 2015 and I have only received one prorated credit that was done manually. I called again and spoke to their assistant manager, Steve, who said that I have to wait until Aug to get the next one. They say they do not have records of my previous visits and I do not have proof either. But I'd like to warn others to be careful with them.Desired Settlement: Start my bill credits now. Its been over 7 months.
Business
Response:
GCI contacted Mr. [redacted] on 5/11/15 and let him know that the entire contract buyout credits have been applied to his account. GCI regrets the delay in getting them applied.
Review: I currently have two smart phone plans, internet and cable through GCI.
On a consumer billing on August 20th, 2014 - GCI billed my account $25 in excess of contractually allowed charges. Over the next 3 weeks, they did nothing, and then allowed the credit card auto pay to be processed on the 15th for the excessive amount.
I called GCI customer service on 9/16 to complain about excess charges. The GCI support rep whom I talked to said it was a known issue with the billing software for August and credited the over charge (difference of $240 and $212) to my September billing (that I have not yet seen).
To my understanding it was a known issue with their billings, and they never proactively issued a credit or reached out to customers in the 3 weeks between the invoices and when I called.
Because I am an auto pay customer and rarely if ever look at my bills, I felt like they were taking a wait and see approach if customers complain, and then refunding the balances. I emailed customer service on the 16th explaining the above, and asking why they had not already credited the amount (what about the other customers who didn't notice / care). To my undersanding this billing glitch affects all customers who receive internet, phone, and cable services from GCI.
I received a phone call from an assistant manager on the 17th around noon. What I was seeking was an apology and assurance that this wouldn't happen again - the call quickly turned into an argument. The GCI employee stated that they had only found out yesterday about the billing issue, although bills were sent out on the 20th and due on the 15th, and were working to address it (which doesn't pass [redacted] smell test). I stated that a 'courtesy credit' that is a refund of the demanded and received overpayment isnt great customer service. He ended up refunding the amount due me plus $25 to future statements (again not verifiable until I receive september billing).
Additionally, the internet at my house has been working sporadically since this summer. I first called to ask for support in July, GCI CS said there was a 'known issue' in my neighborhood and they are working on it. Sporadic internet coverage has continued, and I called CS again on the 16th to address it. GCI support tech said there was a known issue of a noise floor being too low, and that they were working on it. Two months later....Desired Settlement: Increased transparency and admittance of fault. Prorated refund of charges billed for internet while service has been sporadic (July '14 - present).
Business
Response:
Initial Business Response /* (1000, 5, 2014/09/22) */
The billing error referenced in [redacted]'s complaint was credited to his account twice; on 9/16/14 and on 9/17/14. GCI will continue to monitor and credit his account until we are certain the billing is correct. [redacted] also has an open trouble ticket for the cable modem issue waiting for him to contact GCI back.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
GCI again billed on 9/20/14 in excess of contractually allowed charges again by $25.00. This payment is due on 10/13. In order to avoid late charges or potentially damaging my credit, I am forced to pay an excessive amount to GCI for services rendered.
I emailed GCI customer service on 9/23 to both of their CS email addresses ([redacted]@gci.com, and [redacted]@gci.com) asking for them to refund the charges billed in excess and received no response.
it is one thing to say you are monitoring my account for mis-charges, it is another thing to take action/ and or respond to consumer requests.
Final Business Response /* (4000, 9, 2014/10/07) */
[redacted] received no response to his emails as GCI has been responding to the exact same complaint vis the Revdex.com complaint. The same person is responsible for responding. Once again [redacted]'s account has been credited the appropriate amount which he can easily verify by calling customer service. [redacted]'s account continues to be monitored until the billing is correct