ComplaintsforGCI Communication Corp.

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Initial Complaint
09/09/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Yet another GCI problem or scam. This is my 3rd or 4th time when employees miscalculate and it costs me in the end. I'm trying to get the phone number off my account ending in 7298. I've paid it off and requested it be taken off my account months ago. It still hasn't been.
Business response
09/11/2024
GCI contacted ******** regarding her line ending 7298. We located the initial disconnect request, and have now disconnected the line. We have applied a credit to cover all the months for which she should not have been billed.
Initial Complaint
08/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I canceled my service with GCI back in May. I had a credit on my account and was told when I returned the device that I would have the credit sent to me in the form of a check. 2 months later I checked in online and was told that it would be sent shortly. This morning, through the chat option, I was told they would only refund it to the card that I used to pay the bill and demanded that I give them that information (card numbers) over the chat function. I refused to do so and was told that that is the only option for a refund. I would like my money back, it has been 3 months now.
Business response
08/27/2024
GCI reached out to **** regarding her refund. We confirmed that the refund process is determined by the last payment source that was used. We submitted her refund request and let her know it can take approximately 7-10 business days to process.
Customer response
08/27/2024

Complaint: 22185690

I am rejecting this response because:
I would like to wait to make sure the refund is complete. Also, the multiple conversations I had with GCI prior to this failed to inform me that according to them, I owe them money for an apple TV device. No one had shared that information with me that multiple times I had spoken to GCI. They are going to bill me for that, and I would like to dispute it.

Sincerely,

***************************

Customer response
09/11/2024
Hello, I am emailing about complaint ********. I had a representative call me & assured me that I would receive a credit. The negative balance is still on my account as of this morning, and no refund has been sent to my credit card. They also decided to inform me on that phone call that I theoretically owe them money for a device I believe I now own outright. If they had told me this in June, I would have returned it then and been all done. GCI is not refunding my money.
Please see attached picture from my online account just moments ago.
Thank you,
***************************

Business response
09/12/2024
GCI attempted to contact **** but we were unable to reach her so we left messages asking that she call us back. We have processed her refund and waived any obligation she had regarding her ******** device.
Initial Complaint
08/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
recently I was in the lower 48 in a rural area I have property...my GCI phone acct/Data platform is unlimited...paid on time every month for years...part way thru my stay I got a text saying I had used 80% of my usage for an unlimited contract?? how can that be?? in todays environment especially for traveling you have to have access to the internet to get a boarding pass...checkin for flights. etc etc...well they took that away...talk about frustrating. and very aggravating...to say I was stressed is an understatement....additionally for a company to say they have coverage in a majority of the lower 48 is incorrect....in the little town I was near. NO SERVICE AT ALL!!! I was told by an agent to just change the setting in my phone to accept ***** well that didnt change a thing....there false advertising is really annoying....thinking I may need to take this to the next level to get these companies to stop with the false advertising....put someone on the customer care line that you can actually understand and who cares about there customers!!!!!
Business response
08/19/2024
GCI reached out to ***** to inform him that service is intended to be used primarily on our wireless network. Limits on use of voice and data service when on other carrier networks will vary by location. GCI went over those limits specific to his location. The terms of our service can be viewed at www.gci.com/about/terms-conditions/mobile/wireless-service. We attempted to troubleshoot with *****, but he declined.
Customer response
08/20/2024

Complaint: 22157371

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
08/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
WiFi is always down, everyday several times a day. I am working from home and need internet to do my job. Have called technical assistance so many times, supposedly no outages so we go through the whole reset your router and everything else. Works for about 2 hours and its down again. I recently moved from another location in *********, had the same issues at the other residence. I do not understand how they can get away with charging crazy monthly high fees and not provide the service. I have had enough and am ready to switch carriers.
Business response
08/07/2024
GCI attempted to call ****** multiple times but was unable to reach her. We encourage ****** to reach out to us so that we can help her troubleshoot the issue further and schedule a technician if needed.
Initial Complaint
07/25/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a phone line. I've set up an online account but through issues through their site I can't login to pay the bill I've gone to customer service multiple times and still haven't resolved my issue. They are adding late fees and will most likely send me to collections for a bill I can't pay because they have issues on their end and I will take damage to my credit to because of their inept customer service
Business response
07/31/2024
GCI reached out to ***** and assisted him with accessing his account online so that he could pay his bill. Due to the inconvenience, GCI waived his late fee.
Initial Complaint
07/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Called to cancel internet and was told if I canceled that day the would shut it off that day so waited till I move called back to cancel was then charged for another month for internet. I called the manager and was told thats how it works and he then proceeded to threaten my credit and was very unprofessional
Business response
07/25/2024
GCI spoke with **** and confirmed that his internet service does stop billing at the end of the current cycle rather than the day disconnection is requested. However, due to a miscommunication, we offered **** a partial credit on his final bill, which he accepted and paid the remainder.
Customer response
07/27/2024

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
07/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
3rd time Sales Gimmik: I've moved out of state. Before I left, I went in to pay off all my phones. I need my phones unlocked but when I called in they said that they're not paid off and cant get unlocked yet. THIS HAPPENENED 3 TIMES in 2 years to several people! I want my phones unlocked that I paid off. The notes are even in the account. If the agent did the math wrong, that's the responsibility of GCI. Credit my account, and unlock my phones.
Business response
07/08/2024
GCI spoke with ******** and confirmed that all requested IMEIs have been unlocked. No further concerns were raised.
Initial Complaint
07/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After signing up for their 'unlimited' high speed internet, and after long hours of debugging, I found that after 4TB of data useage in a month they reduce the speed that they deliver their serivce by 99 percent, from 1 Gb/s to 10Mb/s. Attached are four places, including their advertisement and purchasing page, as well as their customer dashboard where they do not show that this is the case. Even after the speed has been reduced, they do not show that this is the case, nor provide any warning about this.
Business response
07/09/2024
GCI reached out to ***** to discuss our terms and conditions regarding network management. ***** is now aware of this information as well as where to find it.
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Around 6 months of unstable internet cutting out 6-7 times from 5pm to midnight, who knows how often it goes out when i'm asleep or at work. For months "they were working on issues in my area" and after finally getting a technician here, after he left it got even worse and the gaps of no internet has gone up 3 fold. During all of this they raised the prices of all their plans.
Business response
07/03/2024
GCI reached out to ****** and scheduled a technician visit on 6/27. The technician resolved the connection issues at that time and we have not received any reports of further trouble.
Customer response
07/03/2024

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
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
No data since I changed my line on Saturday - 06/08/2024. I called numerous times and nobody was able to solve my problem. Representatives are not friendly and helpful at all. I asked for refund and they are not helping at all. They are forcing me to do more payment.
Business response
06/12/2024
GCI reached out to ************** on June 12, 2024. After reviewing the situation, GCI apologized that they were unable to troubleshoot the problem and fix it before he switched providers. To make up for the inconvenience, GCI has applied a credit to his account and confirmed that his initial payment has been applied to his other service with GCI. ************** expressed his appreciation for the professionalism and thorough explanation provided.
Customer response
06/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is just okay to me.

Sincerely,

***********************

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