Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my new Galaxy, the person who did the paperwork added my son's temporary lines as the main line and financed my phone under his temporary lines (which did not work anyway so I canceled his lines sooner than later)I filed a complaint with Ethics Point and it took a couple of weeks for someone to call back from GCI who left a message.It sounded like an American and not a Philipino. I called GCI back but they have no record of who called me. They said she did not exist. I know it was GCI because she left the ************* number, Now, because I have been dealing with "Ethics Point" GCI shut my main line off and is asking for over ******* to turn it back on and pay off my whole account.Nice that GCI is holding phone service hostage (that is c*** signal anyway) Gee this is so wonderful! Thank you GCI for making me pay for your mistake!

  Business response

  05/10/2024

  On May 9, 2024, GCI contacted ********************** to address her billing concerns. GCI provided a detailed explanation of the device for which she was charged, confirmed the validity of the charges, and advised that she has fully paid for the Galaxy mentioned. GCI apologized for the miscommunication, confirmed that she received credit for the poor signal issues, and provided additional assistance with her account to resolve her remaining service requests. ********************** expressed her appreciation for the thorough explanation and follow-up to address her concerns.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October, 2023, while reviewing my credit report, I noticed a collection with ***************************. I contacted CornerStone and was informed there is an outstanding collection for $104.86 due to service rendered from General ****************** (GCI). This was my first time learning of this service or outstanding balance as I have not received any type of communication from GCI as respects this matter. I contacted GCI and they informed me the balance is due to an upgrade I requested back in January 2023 and my bills were sent to an address, which was my previous residence. GCI representative admitted their mistake as GCI also had my current address on their file as I have had another account that is active to this date, but they failed to send the bill to the current address and also provided the incorrect address to CornerStone. Nonetheless, this upgrade request was never requested (video footage was requested, but never provided) and I've been in touch with GCI's upper management on numerous occasion and spent countless hours on the phone (I have records of), but they refuse to correct their error, reverse the charge and provide me with a letter of explaining their error so that I may get my credit report cleared of this erroneous collection. My credit score of above 830 prior to GCI's error has now gone down to below 700. Due to GCI's error, this negative impact on my credit score will have detrimental effects on my finances. I request that GCI reverse this erroneous outstanding balance and clear it with CornerStone.

  Business response

  04/18/2024

  Several GCI managers have spoken with *******. Our collection team thoroughly investigated the account and verified that it represents a valid debt, rather than a billing error.  Unfortunately, we cannot pull a valid debt from ***************************.  Vanessas location provided a base level internet plan, customers can upgrade to a higher plan, however they are responsible for the remaining amount that isnt covered by their location. On January 1, 2023, ******* visited one of our locations and upgraded her plan.  She was made aware of the monthly rate she would need to pay GCI for the upgrade.

  Customer response

  04/18/2024

   
  Complaint: 21589279
  
  I am rejecting this response because:

  I have not requested an upgrade to my account nor did I visit a GCI store on January 1st, i dont believe any GCI stores are even open on New Years day. When I spoke with the supervisors, they stated I visited the store on Christmas day and now it's changed to new years.

  I did not visit any GCI stores on either of these days nor have I requested such upgrade. I've requested GCI provide a video footage as an evidence, but I have not received. 

  Sincerely,
  
  *****************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been having issues with my internet for a few weeks but didn't know it was a modem/router issue until my internet completely stopped working on Tuesday, April 2, 2024. On April 4, 2024 I contacted tech support after going through an obnoxious menu system. Much of my issue stems from the fact that tech support has been outsourced. GCI would like you to believe they are an ******* company putting Alaskans to work but really what they are doing is having people from "outside" try to help people. I do not like the ****** polite way of being talked to because it feels phony and condescending and I want to know that the people I am dealing with care about Alaskans with ******* problems. I hate outsourcing. I have now had to call twice in the same night to try to get my issue resolved and was not given complete information. I also am hard of hearing so people with accents when speaking English make it extra hard in an already frustrating situation. GCI needs to bring back hiring Alaskans to work with Alaskans.

  Business response

  04/09/2024

  On April 5, 2024, GCI contacted **************** to diagnose her internet service. We proposed several options for improving the service. We assured **************** that our technical support team is fully trained to assist in all GCI products.  On April 9, 2024, we followed up to confirm that the suggestions enhanced the internet service and that it was functioning correctly.

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 25, 2024 ****** was taken out of my account for wifi service. When ***** came out to do the service he said we lived to far from the hook up box. I called GCI to request a refund. On 3/8/24 I called again due to no refund. They said they would approve it and expedite it out. On 3/11 called I called GCI again and talked with ****** ext 4357 again was told it was processed and expedited out. Called again on 3/19/24 talked with **** was told a check would be mailed out to me. Called again on 4/8/24 talked with assistant mng was told money should be in my account no later than 3/22/24 it has been just about a month still no money. Called on 3/23/2024 talked with ***** still being told to give it time. This is stealing and fraudulent. I just keep getting the run around in the meantime they still have my money.

  Business response

  04/04/2024

  GCI contacted ************ on March 27, 2024, to apologize for any inconvenience caused by the delay and to confirm that her refund of $104.98 had been processed on March 25, 2024. Although she had not seen the funds in her account at that time, a follow-up was conducted on March 29, 2024, which confirmed that ************ had indeed received the refund.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 19, 2024 I cancelled my GCI subscription to internet and streaming because their rates have doubled and service is always cutting out and disrupting our devices. Upon canceling I was told they will not prorate and that I would have to pay the entire $189.99 for the following month even though I've only used 5 days of the months service. When I signed up with GCI, I was not informed at any time that they no longer prorated and at no time was I given any information regarding the change in the practice of proration. I would have aligned the switching of internet services accordingly had I known this. We offered to pay the 5 days of service at time of disconnect, it was refused and customer service said we would have to pay the full $189.99.

  Customer response

  03/25/2024

  I spoke with a GCI representative 2 days ago and we came to a compromise.  I agreed to pay half the bill, even though it's $50.00 more than what I actually owe, just to put this issue to rest.  The representative agree to to speak to his higher *** and bring up the issue of terms of service and too much legal wording for people to go through to find changes in terms. He will ask for any changes to be listed and  highlighted so people can see the changes.  I still find it very unethical for any business to expect customers to weed through terms without even knowing or understanding any changes that *** or *** not have been made.  And I voiced that opinion many times. I am supposed to wait for the second adjusted bill to make payment as the first bill will not reflect the half payment.  Thank you and please let me know if there is any follow up needed for the BBB. 

  Business response

  03/29/2024

  GCI reached out to ******** on March 22, 2024, and discussed her feedback suggesting that updates to GCI's terms and conditions be highlighted rather than simply announced. Due to her long-standing history as our customer, we agreed to a compromise and adjusted her billing. She is now aware of our proration policy should she have any services with us in the future.

  Customer response

  03/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were charging me for a phone that was supposed to be free for over a year. When I discovered this I called and spoke with their customer service representative who tried to tell me they were not running the buy one get one free promotion when got the phones, which was false. I had to walk in to their store and talk with a local representative to get it fixed but they would only refund me for half of my payments even though they acknowledged I did qualify for the **** offer. Then when I went in to replace my phone they kept charging me for insurance on the phone I replaced but took the insurance off of my daughters active phone without my consent and now the insurance wont replace my daughters phone. Additionally, they told me the insurance would cover a new phone but they will only replace it with a used phone, which is not what I signed up for. They also do not make their customers aware that after they disconnect services their auto pay will not run for the final bill. They told me when I disconnected my services at my old place that I was free and clear and that I would not have anymore bills. I knew this was not the case and tried to argue but they assured me that I would not have another bill so I asked them to update my address just in case and sure enough there was a final bill but they sent it to my old address and I never knew about it until it went to collections. They also were simply overcharging me for services and when I asked how I could make it cheaper they said they could just put me on a plan which lowered my bill but nothing about the service changed so they could have just charged me the lower price or put me in the plan to begin with.

  Business response

  03/08/2024

  GCI reached out to ******* regarding her complaint. After reviewing account notes and billing it was determined that all promotions and device insurance obligations had been met and there was no negative impact to her credit due to her billing concerns. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Internet has been out since Feb. 17th 2024 it is now Feb 21st. GCI has no estimate when and if it will be fixed.

  Business response

  02/29/2024

  GCI reached out to Mark on February 22, 2024, to let him know that his internet service was experiencing some issues due to outages in his area. We sent a technician to his home on February 28, 2024, to verify that his internet was functioning properly, and informed him that we were still working on resolving the problem completely. To show our appreciation for his patience and understanding, we have credited his account for the inconvenience caused by the service interruption.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My GCI Phone Bill ******* has been stolen like my Att Pre Paid once was. I can't get them to send me a new Email link to reset my password or reactivate my online *******. It first started someone was toggling my data services on and off.. 2 week can't get no help was so fulrated I suspended my services. The phone numbers are connected to my Yahoo ******* witchis tided to a bunch of important emails. Yahoo is not helping nither

  Business response

  02/13/2024

  GCI reached out to ******* on February 7th and February 12th **** and left messages both times. We have not heard back from him at this time. 

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There has been a credit balance on this account for over a year. I have called numerous times, sent emails, and been online with representatives. I have been told various things. Including that a check would be issued twice and that the amount would be put back on the credit card which has been charged each month for 53 months for each month's bill.I have asked to speak to supervisors and been told I would get a call back; for which I'm still waiting. I went into a physical store in ********* and was told everything was handled and the refund would be on my card within 10 days. That didn't happen either. I have asked numerous times exactly from where the incompetence stems and have yet to receive any answer. All I want is what is due to me and I don't think that is asking too much.

  Business response

  02/13/2024

  We contacted La ***** on February 6th, ****, to express our sincere regret for the inconvenience and misunderstanding that occurred.  La Tecias refund has been processed and sent as of February 7, ****.  We appreciate La Tecia's patience and cooperation in this matter.

  Customer response

  02/15/2024

   
  February 15, 2024
  
  RE: complaint #********
  As of today, I have not received a check.
  I did speak to a representative last week who assured me it would be processed and estimated to take 7 to 10 days. 
  Since I live in a remote area of the state, I expect it to be at least two weeks. If I have not received anything by the end of February, I will contact you all again.
  
  
  La *************************
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12-01-2024 I went into gci and started up wifi service for my apartment. I got home and the router wasn't providing a wifi signal when I plugged it in. I called customer service, and requested to have a tech come to look at it. On 12-04-2024 the technician arrived and couldn't fix the issue. That same morning I brought back the router to gci and discontinued service. Which would be a refund of ****** for my first month of service. The request for a refund was approved, but as of 01-20-2024 I still haven't got the refund. *** was supposed to reimburse said amount back on to my credit card. Every time I contact gci about this issue they tell it will be **** business days to get the refund. It's been 36 business days with no result. I've even spoke with a supervisor to no avail.

  Business response

  02/01/2024

  GCI spoke to ***** and provided the update regarding his refund on 1/26/24.  There was a delay in the refund being processed due to a billing issue.  The billing issue has been resolved.  ****** refund has been processed back to his card as of 1/24/24.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩