It also slows to an unusable speed but is still "working".
Talked with a service representative on two separate occasions and got the run around,
they said they saw no problem at all on their end and had me
bypass my router to no end. GCI insists that I go to their
speed test site and of course I get full speed when connecting to a server that is a couple of miles away. Other speed test sites won't even load do to speed. Desired Settlement: I would like to get what I am paying $110 a month for
i.e. Internet that works and works at the advertised speed.
Business
Response:
Initial Business Response /* (1010, 8, 2013/11/18) */
GCI has made multiple attempts to contact [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.
Final Business Response /* (1010, 9, 2013/11/18) */
GCI has made multiple attempts to contact [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.
Review: I was in a 2 year contract with GCI for cellular service. It was a phone my boss instructed me to get, as I needed to use it for employee contacts and business. The service was terrible, most of the time my calls were either dropped mid-conversation or never reached me. I even had coworkers call me while standing right next to me, and my phone would not ring. I found GCI's cellular service subpar and not acceptable. I complained several times to customer service about this lack of service, and was told in response to "give us time to fix the problem" and "I will let my superiors know". I gave them a few months to solve this issue.
During this time, I kept in contact with GCI, letting them know my service was still an issue. At this time, my employment was now being affected by not getting calls from my supervisors. I was in jeopardy of losing my job. I called GCI again, letting them know of my severe issues and irritation with their lack of proper response.
I let them know it was my final time of calling (7th or 8th time complaining by this point), and that I wanted out of my contract, as they were not fulfilling their end of the contract. I was paying for a service that I did not receive. The customer service representative was dismissive and continued to tell me they would "work on it". I had enough. I told them to cancel my service, I would be getting cellular service elsewhere and let me out of my contract.
The CSR was rude, obstinate, and uncooperative. I asked for his supervisor, and was passed on to another rude, dismissive and unhelpful person who said I would not be let out of my contract, that I needed to go through the "proper channels" by putting in a complaint. I explained I did this more than 7 times, and was blown off with no help. The person did not care, they kept repeating I would not be let out of my contract, regardless of getting service or not.
I let them know I would be filing with the Revdex.com, to which they did not care and ended the phone conversation. My phone number through GCI was XXX-XXXX and I currently have a phone number through them at [redacted] (my wife's cell) to which they combined accounts and are currently still charging the old contract charges to that account (which are over $500).
Desired Settlement: I want GCI to take the contract charges off my bill and let me out of it. I did not receive the services that they are charging me, and I now have a new account through another carrier that works for my needs. I expect GCI to remove the contract and remove charges for the phone number XXX-XXXX immediately.
Business
Response:
Initial Business Response /* (1000, 5, 2013/12/09) */
According to his account record, on July 25, 2013 GCI attempted to work with [redacted] on the wireless service issues he reported. He refused to troubleshoot with the GCI technician or even allow GCI to open a trouble ticket. He chose instead to disconnect his service even after being informed that there would be an early cancellation fee. Without his cooperation GCI cannot assist him with his service issues and GCI cannot waive the early cancellation fee.
Final Consumer Response /* (3000, 7, 2013/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from GCI is misrepresenting what actually happened. The call that GCI is referring to (July 25) was my final call, after complaining for months prior to that.
I was frequently told prior to that phone call (in other phone complaints I made), that they would open a trouble ticket and investigate the issue. I was also told by a GCI employee that they would "send someone to your neighborhood with a signal tester and get back to you in a week." I waited several weeks and got no response. I called again to inquire as to why they didn't get back to me, and they said no one ever came out to my neighborhood.
All I ever got was a run around. I am not a stupid person, nor did I immediately cut my service to avoid a cancellation fee. I had given them many months to fix things, and was in danger of losing my job because my phone service was never working.
It was ONLY after I said I was fed up, and to cut my service, did they say they would begin to look into it (July 25 conversation). By then, it was too late, I had given ample time, effort, communication and phone calls to have this fixed.
I realize they are a big corporation with many customers, but they cannot refuse service and continue to bill me for services I never received. This is pure bullying, extortion and misleading on their part. After I cancelled my bill, they added $500 on to my bill. I have paid $200 of this and still have $300 left. I want the $200 paid back to me and the remaining unpaid $300 taken off my bill. Hopefully GCI will respond to this quicker than they did when I was making these initial complaints. Thank you, [redacted]
Final Business Response /* (4000, 9, 2013/12/23) */
GCI stands by the account record as referenced in our previous response. [redacted]'s lack of cooperation with GCI in resolving any service issues combined with his knowing full well the financial consequences of cancelling his services early but doing it anyway have left him in breach of his contract with GCI and thus owing the early cancellation fees. No credits will be provided by GCI.
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 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: 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 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.
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: 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 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: Internet cuts out on regular a basis.
It also slows to an unusable speed but is still "working".
Talked with a service representative on two separate occasions and got the run around,
they said they saw no problem at all on their end and had me
bypass my router to no end. GCI insists that I go to their
speed test site and of course I get full speed when connecting to a server that is a couple of miles away. Other speed test sites won't even load do to speed. Desired Settlement: I would like to get what I am paying $110 a month for
i.e. Internet that works and works at the advertised speed.
Business
Response:
Initial Business Response /* (1010, 8, 2013/11/18) */
GCI has made multiple attempts to contact [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.
Final Business Response /* (1010, 9, 2013/11/18) */
GCI has made multiple attempts to contact [redacted] to troubleshoot the Internet problems he referenced in his complaint. When contacted, [redacted] has been unavailable to spend the necessary time troubleshooting with the GCI technician. When last contacted [redacted] said he will call GCI back. GCI awaits [redacted]' call to resolve this complaint.
Review: I was in a 2 year contract with GCI for cellular service. It was a phone my boss instructed me to get, as I needed to use it for employee contacts and business. The service was terrible, most of the time my calls were either dropped mid-conversation or never reached me. I even had coworkers call me while standing right next to me, and my phone would not ring. I found GCI's cellular service subpar and not acceptable. I complained several times to customer service about this lack of service, and was told in response to "give us time to fix the problem" and "I will let my superiors know". I gave them a few months to solve this issue.
During this time, I kept in contact with GCI, letting them know my service was still an issue. At this time, my employment was now being affected by not getting calls from my supervisors. I was in jeopardy of losing my job. I called GCI again, letting them know of my severe issues and irritation with their lack of proper response.
I let them know it was my final time of calling (7th or 8th time complaining by this point), and that I wanted out of my contract, as they were not fulfilling their end of the contract. I was paying for a service that I did not receive. The customer service representative was dismissive and continued to tell me they would "work on it". I had enough. I told them to cancel my service, I would be getting cellular service elsewhere and let me out of my contract.
The CSR was rude, obstinate, and uncooperative. I asked for his supervisor, and was passed on to another rude, dismissive and unhelpful person who said I would not be let out of my contract, that I needed to go through the "proper channels" by putting in a complaint. I explained I did this more than 7 times, and was blown off with no help. The person did not care, they kept repeating I would not be let out of my contract, regardless of getting service or not.
I let them know I would be filing with the Revdex.com, to which they did not care and ended the phone conversation. My phone number through GCI was XXX-XXXX and I currently have a phone number through them at [redacted] (my wife's cell) to which they combined accounts and are currently still charging the old contract charges to that account (which are over $500).
Desired Settlement: I want GCI to take the contract charges off my bill and let me out of it. I did not receive the services that they are charging me, and I now have a new account through another carrier that works for my needs. I expect GCI to remove the contract and remove charges for the phone number XXX-XXXX immediately.
Business
Response:
Initial Business Response /* (1000, 5, 2013/12/09) */
According to his account record, on July 25, 2013 GCI attempted to work with [redacted] on the wireless service issues he reported. He refused to troubleshoot with the GCI technician or even allow GCI to open a trouble ticket. He chose instead to disconnect his service even after being informed that there would be an early cancellation fee. Without his cooperation GCI cannot assist him with his service issues and GCI cannot waive the early cancellation fee.
Final Consumer Response /* (3000, 7, 2013/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from GCI is misrepresenting what actually happened. The call that GCI is referring to (July 25) was my final call, after complaining for months prior to that.
I was frequently told prior to that phone call (in other phone complaints I made), that they would open a trouble ticket and investigate the issue. I was also told by a GCI employee that they would "send someone to your neighborhood with a signal tester and get back to you in a week." I waited several weeks and got no response. I called again to inquire as to why they didn't get back to me, and they said no one ever came out to my neighborhood.
All I ever got was a run around. I am not a stupid person, nor did I immediately cut my service to avoid a cancellation fee. I had given them many months to fix things, and was in danger of losing my job because my phone service was never working.
It was ONLY after I said I was fed up, and to cut my service, did they say they would begin to look into it (July 25 conversation). By then, it was too late, I had given ample time, effort, communication and phone calls to have this fixed.
I realize they are a big corporation with many customers, but they cannot refuse service and continue to bill me for services I never received. This is pure bullying, extortion and misleading on their part. After I cancelled my bill, they added $500 on to my bill. I have paid $200 of this and still have $300 left. I want the $200 paid back to me and the remaining unpaid $300 taken off my bill. Hopefully GCI will respond to this quicker than they did when I was making these initial complaints. Thank you, [redacted]
Final Business Response /* (4000, 9, 2013/12/23) */
GCI stands by the account record as referenced in our previous response. [redacted]'s lack of cooperation with GCI in resolving any service issues combined with his knowing full well the financial consequences of cancelling his services early but doing it anyway have left him in breach of his contract with GCI and thus owing the early cancellation fees. No credits will be provided by GCI.
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 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: 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 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:
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: 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 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