G C I

Review: They sent my bill to the wrong address. I payed my bill on time anyways. They still made me pay for the same month. I made 2 payment for the same month. And now sent me a 300$ billDesired Settlement: Get my money back

Business

Response:

Initial Business Response /* (1000, 6, 2014/09/08) */

In her complaint [redacted] fails to mention that on 5/8/14 she signed up for cable TV [redacted] service with a 2-year commitment. On 7/25/14 [redacted] disconnected her cable services without fulfill her two-year agreement. Her billing, dated 7/25/14, includes a charge of $210.00 for early termination fees. In addition, GCI records show that since signing up for cable service in May [redacted] has not made a single payment on her cable account. All payments that [redacted] has made were made to her Internet account only.

Initial Consumer Rebuttal /* (3000, 8, 2014/09/09) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I paid all my bills on time. According to your website I paid what it told me to pay. And the pay my bill website accepted it. It's not my fault that the cable wasn't included in the bill

Final Consumer Response /* (4200, 12, 2014/09/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

That is no excuse as to why they sent my bill to the wrong address. They are in the wrong. Even when I didn't get the bill I still made a payment. I cut off the services because they cut off my cable.

Final Business Response /* (4000, 14, 2014/09/16) */

GCI has nothing new to add to our response. [redacted] needs to make an immediate payment to keep her account from being turned over to [redacted]

Review: 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: We were falsely told that we would receive services for one set price, $80 per month . Our first month's bill was correct, however our second month's bill was for triple that amount, $80 plus an additional $225. We were not given the credit vouchers that were promised for $200 either. Within the first 24 hours of service the equipment failed, it was not replaced for two days, and we were not credited for the days without service. Upon installation the crew moved furniture and did not move it back, left drywall shavings and mud on the floor. Desired Settlement: We are seeking a discontinuation if service without any additional charges for doing so before the ill term is up. We are also seeking that the additional $225 charge be credited.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/18) */

FCC regulations prohibit GCI from discussing the account in question with [redacted]. The account is not in her name and is noted "no one authorized."

Consumer's Final Response /* (2000, 8, 2013/04/26) */

From: [redacted] j (mailto:[redacted]@hotmail.com)

Sent: Thursday, April 18, 2013 5:47 PM

To: Revdex.com

Subject: (SPAM) Re: Revdex.com Complaint Case#XXXXXXXX(Ref#REDACT33[redacted]@hotmail.com32[redacted]@hotmail.com34REDACT...⇄ />
Importance: Low

Spoke with [redacted] at GCI today, ext [redacted]. She was extremely helpful and resolved our issues.

Business' Final Response /* (-10, 6, 2013/04/18) */

Since our first response this morning Ms. [redacted] has called into Customer Service and was given a 1 month credit for cable service.

Review: The bandwidth caps GCI applies to all of its internet services is unreasonable, unethical, and is conducted purely with the intention of overcharging consumers. It is possible to utilize 100% of a bandwidth cap for the entire month in just a weekend, on the 15/1 plan (with a cap of 100,000mb), even with the 25,000mb usage allowance bonus received through cellular service. GCI uses intentionally confusing nomenclature to muddle the details and confuse consumers into buying plans that will cost them more in the long run. In todays digital marketplace, buying one or two games on digital download and watching a couple HD movies on Netflix, which can be accomplished in less than one day, can eat up your allotment for the entire month. This is not acceptable to consumers.Desired Settlement: Abolition of monthly bandwidth cap policies, failing that, appropriate usage options. Change the usage manager to show CURRENT usage data, not usage data from 24-48hours previous. Allow consumers the option to continue service at their speed tier with overages when bandwidth cap is met, or allow them to continue their service at a lesser tier without overages. Instruct salespeople to appropriately explain bandwidth to consumers.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/06/18) */

As a courtesy to our customers, GCI offers various tools for their use in managing their Internet usage. These include such things as a usage viewer, alert notifications for nearing or exceeding usage limits, and information on approximate usage of various Internet activities. GCI has been a leader in Alaska in offering high-speed Internet packages to suit almost any user. Usage caps vary according to the package chosen. [redacted] has chosen a medium range package and consistently exceeded its usage limits. There are other packages available for him to choose from. [redacted] accusations of unreasonable, unethical, and intentional overcharging for Internet services are unsupportable and without merit.

Review: This complain is regarding to wireless internet charges, through a hotspot service, that are not correlated to my use of the service.

In November 2014 after reaching 19 GB of data usage one week before the end of the cycle I removed the SIM card of the hotspot device and shut it down as I have a data limit of 20 Gb per month. Even though the GCI usage page for my account showed no additional activity for the whole week I was then charged $30 for a theoretical usage of 22-something GB, 2 GB above my limit.

I went to the GCI office at Bentley Mall, Fairbanks, and the support technician [redacted] kindly commented to me that there was a technical issue at the end of the cycle and cancelled the $30 dollar charge.

This month (January 2015) I monitored the usage to the last day of the cycle and although I never reached 20 GB I was charged this time $60 for a theoretical usage of 24-something GB.

I went on Friday January 23rd to the Airport Way store and spoke with [redacted] who commented that at that time could not check my usage at the system. Although I explained my previous experience with the overcharge he said he couldn't do anything until Saturday or Monday. As I didn't agree with the response I asked for the name of the responsible person for customer support in Fairbanks [redacted] at [redacted] and asked if the only solution I was being offered was to terminate my service. The next day he left a message on my phone only to state that he could check the usage and was over 24 GB.

On Saturday 24th I went to the Merhar Avenue Store to spoke with [redacted] but she was not present. I spoke to [redacted] who kindly heard me reciting all the issue again. She told me that she would communicate the problem to [redacted] and that she was going to call me to solve the issue on Monday 26th in the morning but I did not receive any call at all.

I understand that the GCI usage page is updated near real time but I doubt that "near real time" means weekly and at the same time the overcharges don't correspond to my usage until the end of the cycle. Also being my only option so far to solve this problem to terminate the service shows disregard for the customer.

I am also a GCI cell phone customer and I wonder if GCI is miscounting my internet cell phone usage in my hotspot service although what I'm paying for the cell phone includes its own internet usage, it is not shared with another service.Desired Settlement: Stop overcharging and solve this issue so I don't have to visit the stores every two months with the same problem. This is not only disrespectful but a terrible customer service experience.

Business

Response:

Initial Business Response /* (1000, 6, 2015/02/13) */

GCI's usage viewer on the "At-A-Glance" page, is updated near real time. The daily detail will total at the end of the day. [redacted] indicated the usage viewer was not reflecting any usage when he checked it online. GCI has credited his overage ($60). Should he run into any problems with the usage viewer going forward, please take a screenshot of the viewer and email it to [redacted]@gci.net so that our technical team can investigate. Additionally our technical support team can be reached at X-XXX-XXX-XXXX XXhrs a day, 7 days a week.

Initial Consumer Rebuttal /* (2000, 8, 2015/02/13) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I was contacted over the phone by [redacted] from GCI and he provided to me the same response which I find satisfactory, therefore the case can be closed.

Thanks.

Review: Have made many calls complaining about service not working and being left with cable boxes not hooked up. Phone doesn't work most the time. DVR in bedroom doesn't work and noone can seem to help no tech have been sent out or anything.Desired Settlement: A refund or credit of service paid for but not receiving.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/04/30) */

On 4/24/13 Ms. [redacted] switched her local telephone service to another carrier. GCI currently has an open trouble ticket for Ms. [redacted]' cable service waiting for her to reschedule a GCI technician visit.

Review: I signed a 2 year contract in June 2014 for wireless internet service. 10,000MB per month for $59.99 per month. Every time I even get close to that number, they automatically add $15 to my bill. Three times now I have NOT reached or gone over the 10,000MB and they've charged me an extra $15. They have always reversed it, but I have to call them to have it done. Customers are not allowed to break the contract, why can GCI? I have asked to switch my contract from wireless internet to home internet. They said they can't do that either. I can take out both contracts, but they won't transfer it to the other product (home internet).Desired Settlement: A change in policy. I would really like to have my contract switched over to home internet. It's all with the same company, it's not like I am leaving GCI. I would still be using them, just more internet usage for the same price. And don't charge me until I have actually gone over my usage limit.

Business

Response:

Initial Business Response /* (1000, 5, 2015/01/21) */

After reviewing the wireless service contract signed by [redacted] on 6/19/14 GCI has found that she signed up for a 5,000 MB data package not 10,000 MB as stated in her complaint. On 9/2/14 she upgraded to a 10,000 MB data package. Her September invoice reflects this change in data package as well as the additional data charges for exceeding the original 5,000 MB data package. Each additional 1,000 MB "bucket" is billed at $15.00. This charge is also noted in her contract. To date, no credits have been applied to her account for these additional charges. Once [redacted] completes the terms of her contract she is free to cancel her wireless service and establish home Internet service without paying any early termination fees.

Initial Consumer Rebuttal /* (2000, 7, 2015/01/22) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Not that I really accept the response, but clearly GCI is not willing to satisfy their customers. I did originally sign a contract for 5,000 MB and then upgraded to 10,000. However, I have been credited twice because GCI charged an extra $15 when I had not gone over. At least they said they credited my bill, would not surprise me if that was a lie.

Review: 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: My current cell phone just died on me today and wanted to get a new phone. They were asking for money I don't have. They kept insisting that I pay more than I can afford. going from a good phone to a cheap phone etc. They at first said I have to pay $525.00 I told them I only have $391.00 left in my account. then they offered a phone at a lower price they said $425.00

Product_Or_Service: Other /HTC/Lifeline Wireless

Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (Requires Explaination)

I want a replacement of the smart phone at a reasonable price and that they bill me for the price of the service charge! I've been a loyal customer to GCI for over three years and trying to scam me by emptying my pockets to zero!

Business

Response:

Initial Business Response /* (1000, 6, 2013/09/09) */

[redacted] visited a GCI Retail Store because his phone was completely dead and he wanted a new phone. He was willing to sign a new contract for Lifeline service to receive a new phone but the phone he wanted is not part of GCI's Lifeline offering. He was informed he could purchase the phone he wanted for full price & stay on Lifeline or he could sign a new 2-years contract, with credit check, and receive the phone for a reduced price. He was also informed that he would have to put down a deposit of $300.00. [redacted] has three outstanding unpaid GCI accounts with Cornerstone Credit Services for collection totaling $185.01 plus interest. Until [redacted] pays off his previously unpaid accounts he [redacted] be required to pay a large deposit for wireless services other than basic Lifeline service.

Review: So I found out today that for some reason our internet account with GCI was upgraded to a higher cost package that I did not agree upon. Apparently this change was made in February of this year and I had no idea. the online billing didnt show that and I did not receive anything in the mail for the bills. I called today and everyone had an attitude with me so I of course got frustrated. There is no way we can pay 311.77 dollars just for internet! the package we agreed upon when we first set up internet with them only cost 119$ now thats a big difference and I would have been able to catch it had my online billing account had been working and if we received a bill I would know. but it didn't. no one would work with me to resolve this bill issue. they kept telling me I upgraded and I never did, someone offered and I politely rejected. There is no way I would ever agree to paying that much a month for internet.

Desired Settlement: DesiredSettlementID: Refund

I would like a credit for this it is just obscene. I never agreed to that package/cost so I should not be being taken advantage of or punished for it and im sick of everyone telling me I agreed to something I did not. I am not made of money we have one income, I would never agree to that and I did not.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/07/02) */

GCI records show that on 2/21/13 Ms. [redacted] spoke with Customer Service and agreed to upgrade her Internet service plan in exchange for $140.00 credits to her account for overage charges on her February invoice. GCI does not make any changes to customer accounts without their specific permission to make them.

Consumer's Final Response /* (4200, 11, 2013/07/10) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I don't accept this, I had no idea of this upgrade nor did I agree to it and I'm sick of being told that I did. I'm not asking for a full refund from when they say I supposedly upgrade to now. I'm just asking for this bill because I just found out about it! I did not upgrade I should not have to pay that bill!! Because I didn't upgrade I didn't ask for an upgrade!! I told the man No No No I did not want it! And I never noticed this upgrade because our online billing didn't work no bills in mail and when I called to pay bill they got smart and wldnt explain to me. So when I downgraded our Internet BACK to the Internet package we believed we had THIS WHOLE TIME! That was when I first food out about this upgrade we have net and cable with gci so since no one explained it to me I just figured the bill was from cable and Internet combined! NOT JUST INTERNET!

Business' Final Response /* (4000, 9, 2013/07/09) */

GCI stands by the account record. Our policy is to not credit unless the customer agrees to an upgrade to avoid future overage charges. The option to downgrade the plan later is always available. Ms. [redacted] did finally exercise that option in June.

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

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: For two months now my bill has had errors. For the month of December I was bill on my Cell phone Data was billed an extra $60 it should have only been an extra $30. By data use for the month of December was 11.3 Then again it happen just in January. I was billed an extra $45. I knew for a fact that I didn't go over on my data. I called and ask and my data use for the month of January was 11.3 AGAIN! There must be some kind of error in their system.Desired Settlement: I would like a refund of my data overage error and would like a professional hired to look into all the overage that everyone has been getting billed on there cell phone data as well as their Internet Data. It is very ridiculous. There has to be a way for it to be measured correctly. I have to unplug my internet modem just so that it doesn't continue to use my data.

Business

Response:

[redacted] has made it a repeated practice to call GCI monthly to dispute his data usage. GCI has audited his usage and found that is indeed valid. GCI provided a one-time courtesy credit in February of $15.00. GCI also provides tools for our customers to use to track their own usage. [redacted] has been advised of these tools but still insists that the usage is not valid. GCI has no control on how or when [redacted] uses the service provided but stands by its findings that the usage billed is correct. No refund is warranted or will be provided.

Review: Our service through GCI is unreliable and inefficient. Within the city limits of Anchorage, our calls are frequently dropped. When someone leaves a voicemail, it can be up to 3 days before it comes to our phone. When we attempt to make outgoing calls, our phone returns with a call failed message. We have made frequent calls to tech support. We have asked that an engineer return our calls, but they do not call us We are now having to switch providers because we are on call for work and cannot rely on our phone service. GCI is still requiring that we pay the fee to cancel our contract even though they have not delivered us with reliable coverage and service. Desired Settlement: I would like to be able to terminate our contracts without having to pay the termination fee due to the lack of quality of service and their inability to address our complaints.

Business

Response:

Initial Business Response /* (1000, 5, 2014/04/08) */

GCI's wireless policy found under Terms and Conditions on our web site state in part, "Wireless devices use radio transmissions. If your device isn't in range of a wireless tower, you will not get service. And please be aware that even within your Coverage Area, many things can affect the availability and quality of your Service, including network capacity, your device, terrain, buildings, foliage, and weather." They further state, "Our coverage maps do not guarantee you service at any specific location, and your Coverage may change without notice."

The [redacted]'s wireless service contracts are up in November 2014. After they have fulfilled the terms of their contract they will be able to switch their services without penalty.

Initial Consumer Rebuttal /* (3000, 7, 2014/04/09) */

(The consumer indicated he/she DID NOT accept the response from the business.)

It is reasonable for a customer to expect to make outgoing calls within the city limits of Anchorage. I do not have service on Northern Lights and Turnagin and on Abbott and the Seward Highway. The service is not obstructed. I cannot rely on the quality of service so regardless of what GCI does, I need to have another phone so people can get ahold of me. It takes up to two days for me to receive my voicemails. This is problematic because I use my phone for work.

Final Business Response /* (4000, 15, 2014/04/17) */

GCI again emphasises the [redacted]'s need to have a trouble ticket opened to troubleshoot and attempt to resolve their service issues. GCI can not waive early cancellation fees for service we have not had the opportunity to correct.

Final Consumer Response /* (4200, 11, 2014/04/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

The history needs to be reviewed further. There has been countless calls by both myself and Mr. [redacted] to technicians. I called to discuss service problems the week prior to filing this complaint.

Review: I bought 'handset insurance' for two phones. For no apparent reason one phone simply stopped working. My wife, who has dealt with the company up to this point, was told they would not repair or replace the phone. Desired Settlement: I want every penny of the money I have paid for insurance on both phones back, or the phone repaired or replaced with the same model of phone. This is what the insurance was supposed to do, as we were told by company employees when we purchased it, which apparently was a bald faced lie.

Business

Response:

Initial Business Response /* (1000, 5, 2013/09/09) */

The insurance brochure, given to each customer purchasing cellular handset insurance, states the follow under the heading, "What's Covered?":

The program covers the handset (device, standard battery & wall charger) you purchased from GCI and covers accidental damage, loss, theft and malfunction (after the manufacturer's warranty expires). Normal wear and tear and cosmetic damage to equipment is not covered.

On 8/22/13 [redacted] (authorized on [redacted]'s account) brought a cell phone to GCI to file an insurance claim. She was informed that since there was physical damage to the phone no insurance claim could be filed.

Final Consumer Response /* (4200, 16, 2013/09/25) */

(The consumer indicated he/she DID NOT accept the response from the business.)

eSecuritel sent me a letter stating that they are no longer the insurance carrier for GCI days after I filed this complaint so I doubt they will honor any agreement.

Someone from your company named [redacted] from handset insurance offered to reserve a "refreshed" i9300 for a "deductible" of $199.00 on the 17th.

I replied the same day that I would be interested in that if $199.00 was the actual price (or did she mean $199.00 off the cost of a new phone?) and asked what type of warranty if any came with it. I also asked if she could reserve one for a couple of weeks, as I won't have an extra $199.00 until my next payday.

That was eight days ago. I have yet to hear any response back at all. Tomorrow I will call her and hopefully arrange to get my wife a phone again that makes use of the data features I am contractually required to continue to pay for while not being able to use.

Thank you GCI for continuing to find new ways to take my money while keeping me deeply dissatisfied as a customer. I guess when you have a near monopoly on certain services you can do that.

I am now curious as to why I'm receiving alerts that I have exceeded my internet bandwidth after this Revdex.com complaint started, apparently somehow my available bandwidth has been magically reduced since I've moved, and cut the data on the dead phone to the minimum. I can't imagine that would have something to do with this complaint. My actual use hasn't increased in the last two weeks, in fact we only went over on the last billing period because my wife was watching hours and hours of netflix a day for a week or more while we waited for a dish installation that turned out to be impossible. There is no way we are using anywhere near that bandwidth now. And to sweeten the deal the picture quality of your "HD" is far inferior to what we were getting via satellite.

I'm sure it's just another common, highly profitable billing error on your part.

In closing, I hope you all burn in [redacted]. Thanks for nothing.

Final Business Response /* (4000, 14, 2013/09/16) */

GCI has nothing further to add to this complaint. [redacted] is welcome to contact eSecuritel at the contact information listed on his insurance brochure.

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: In June I spoke with a gentleman named [redacted] about turning on cable service for 1 month. [redacted] assured me that with a promo package I would get free service for 30 days. I explained to [redacted] that I would be leaving town after a surgery and would like to have the 30 day promo deal and have the service cancelled after that. [redacted] assured me this would not be a problem. As I said I would, I left town a couple of weeks later and have been gone (surgery recovery) for over a month. As of the last couple of days, I received a statement that my credit card had been charged $141 for the service that I was assured would be cancelled. I returned home last night (8/21/13) and found that the service was still connected.

Today (8/22/13) I spoke with [redacted] (did not get her last name) in customer service who told me that they do not have a calendar policy (able to shut off service on a given date) and that I must have "misunderstood" [redacted] when I thought he agreed to set the service to be cut off. [redacted] insisted that [redacted] understood the policy and would not have made that mistake. However, I was very clear when I spoke with him back in June and would not have agreed to turn on a $141/mth service and then leave town for more than a month.

In addition to this, [redacted] also assured me that the service he turned on for me was FREE for 30 days. At one point he asked "what services do you want" (regarding movie channels etc). I replied with "anything that is free". I then received a bill for several of the "free" services that were promised.Desired Settlement: I would like the second months bill of $141 credited back to my account. I did not agree to this and I did not use their service during that time.

Business

Response:

Initial Business Response /* (1000, 7, 2013/09/06) */

GCI spoke with [redacted] on 9/5/13 and resolved his complaint to his satisfaction

Final Consumer Response /* (2000, 9, 2013/09/10) */

(The consumer indicated he/she ACCEPTED the response from the business.)

GCI called and offered what I was asking for in the first place. A refund and an apology, stating it was "miscommunication". Though it was not a case of miscommunication, they made it right and I am satisfied.

Review: After paying the balance due ($11)for my lifeline, I was charged $20 and had to wait for a new sim card. A different representative told me there are no charges to turn it back on.

I was charged $35 for a prepaid sim card that does not work in my community. Been trying to get reimbursed and nobody seems to know how. I keep getting told I will get a call back but never get a call back.Desired Settlement: I would like to get $20 credit and $35 credit for a total of $55 or reimbursement mailed to me as I have cancelled service as of 4/3/14.

Business

Response:

Initial Business Response /* (1000, 6, 2014/04/14) */

After reviewing [redacted]'s GCI has credited back the $20.00 charge that appeared on his March 26, 2014 invoice. GCI has been unable to locate a $35.00 charges for a pre-paid SIM card. If [redacted] could please fax, to XXX-XXX-XXXX, a copy of his receipt for the $35.00 payment GCI would be happy to credit his account. As of this moment [redacted]'s account has a balance due of $5.24.

Review: 1. GCI charges customers according to the number of wireless minutes used during a billing period, but provides absolutely no way (either via web site or in-person agent or telephone agent) for customers to check minutes used. This makes it unreasonably difficult for customers to stay within the agreed limitations and comply with the terms of the contract without avoiding expensive overage fees imposed by GCI. At the time we entered the contract, the GCI agent assured us that GCI provided means for customers to check wireless voice usage minutes, but this was found to be untrue.

2. GCI wireless service is unreliable, and particularly, call quality at our residence is poor in quality and also subject to dropped calls. Previous service with a prior service provider, [redacted], did not have these issues. Thus, the customer cannot fully utilize the contracted-for services.Desired Settlement: Our household has been a longstanding GCI customer, and we currently purchase long distance, local telephone service, digital cable, and Internet service through GCI.

In respect for our past and future business, we kindly request immediate cancellation of all WIRELESS CUSTOMER CONTRACTS under Acct. No. XXXXXXXXX.

Business

Response:

Initial Business Response /* (1000, 5, 2013/10/28) */

[redacted] signed up for GCI wireless service on 5/17/13 and received two free phones with a 14 day trial period to cancel his service without penalty. On 5/22/13 [redacted] was informed, in response to his email inquiry, that GCI does not currently offer tracking airtime minutes for our customers. At that time he did not choose to exercise his rights under the 14-day trial period. A search of GCI trouble tickets did not find any trouble tickets for [redacted]'s cell service except a current one for an equipment issue. GCI is unable to address service issues we have not been made aware of and therefore request that [redacted] contact GCI repair so that we can troubleshoot his service issues. Until GCI has had the opportunity to properly address the service issues GCI will not cancel [redacted]'s contracts without penalty.

This company must be run by crooks. After having service through GCI for 2 years, they charged me for over 120 dollars in overage fees, even though I had not actually used my phone any more than I usually did the last 2 years. Then when I called them to address the issue, all they said was that I clearly went over my minutes in the last billing cycle. So cancelled my contract and signed up for straight talk. Then I got an email from gci stating that they were going to be charging me the full amount from my bank account. So I called customer service again. I was told that all they needed to do was turn off my automatic bill pay, which they would gladly do for me over the phone. I was also told that my account was credited for 100 dollars, which was more than 20 dollars less than the fees they gave me, but that's a minor issue in the grand scheme of things. Then a couple days later, the original amount that I was billed was taken from my account. At this point I went to a GCI store and tried to fix the issue, but alas, I was told that they could not help me and that it would be credited on the next billing cycle. In closing, GCI does not care about loyal customers and I recommend that anyone considering doing business with them should consider all other options before making such a horrible decision as to do business with such an awful company.