Complaints

This profile includes complaints for General Communications, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  General Communications, Inc

  2550 Denali St Ste 1000 Anchorage, AK 99503-2751

• 

  General Communications, Inc

  1551 Lore Rd Anchorage, AK 99507-2909

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2025, I went to the *** ****** location to find out how much longer I had to finish paying for an iPhone 13 with 128 GB that I had bought almost 3 years ago. I asked him to make sure I was done making payments because I couldn't afford to make payments for 2 phones. He said I see 2 iPhones on your account; one is an iPhone 13 and the other a 14. They are both paid in full. With that information, I agreed to buy a new ******* S24+ on financing for about $20 a month. I canceled one of my lines, which I had been waiting to do until I finished paying for the Iphone 13 associated with that line. He said your new monthly payment after cancelling one line, upgrading to unlimited internet, and financing a new phone will be about $156 a month. I agreed to it. Then, I received a bill from *** charging me 12 months of payments for the Iphone 13 I supposedly finished paying. I called customer service, and they told me it was a penalty for finalizing my contract 2 months before it expired. I had paid for that iPhone for over 2 years, so why would I finalize the contract 2 months early, knowing that I would be breaching the contract? Yes, because the *** employee lied to me to sell me a new phone. I called **************** several times. They always promise me that they are working on the issue and I would get a call with a resolution. "We have escalated the issue; we will call you", they always say. They never call, and there have been no resolutions. My son needs the internet for school every day because he is homeschooled and *** is threatening me with suspending the service because I don't have the $380 they are overcharging me. I called and talked to ****************. On 3/3/25, ****** ext 4287 who said **** ******* store would call me that day. He never did.I called again and talked to *** ext 4094 ***. The same excuse; they never called me. I called again on 3/28/25 and spoke to ****** ext. 4221. He said a manager would call me back, I am still waiting.

  Business Response

  Date: 04/04/2025

  *** reached out to ******* regarding her device ************ a courtesy, we are waiving any obligation for the remaining payments on her iPhone 13. 

  Customer Answer

  Date: 04/09/2025

   
  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

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a recurring subscription, the most recent renewal date is 3/1/25. The Cost is $189.99 before taxes&fees. the subscription is for "red Unlimited" internet ********** expectation is the service is for include "unlimited High speed data". Due to an error on my part, one of my computers downloaded more than 4 TB of data. The *** then limited the high speed data based because of excessive usage. There was no warning prior to the changing the data usage.If there is a cap on usage, I'd expect to see a clear notification on the terms of service or warning before the service quality is degraded.

  Business Response

  Date: 04/01/2025

  *** reached out to ********** on April 1, 2025. We were able to assist ********** in navigating to our Internet Terms and Conditions listed on our website.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a month in advance to *** for service. I cancelled service but *** still charged me. I requested all billing statements to prove my claim. *** *** said the statements would be emailed to me. Never received billing statements.

  Business Response

  Date: 03/27/2025

  *** reached out to ***** on March 27, 2025, and successfully resolved his billing concerns.

  Customer Answer

  Date: 03/29/2025

   
  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

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7th BBB complaint My bill was adjusted. And then it was un-adjusted! Rediculous. Also, my bill is wrong because I took a phone off and it's the same exact dollar amount. Come on guys, get it together.

  Business Response

  Date: 03/06/2025

  *** reached out to ******** and reviewed the current invoice with her. We adjusted her billing for prorates generated by last month's plan change. ******** will review her bill next month and contact GCI should she wish to re-add the 4th line again in the future.
  

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few months ago I received an phone call from Cornerstone Collections in reference to some equipment that I needed to return to GCI Communications. I was not aware that I needed to return this equipment, but once I was aware, I immediately retrieved the equipment from my house and returned it to the store. I received a receipt from *** verifying this and I gave that information to Cornerstone Collections. I assumed that this meant all had been resolved with both parties, because that was what I was told. I recently checked my Credit Score and noticed it had dropped a fair bit. When I looked into it I found out that it was because I allegedly owed money to someone. I wasn't sure who or what for I owed money to. Then yesterday I received a call from Cornerstone Collections where they informed me that GCI was stating that I still owed them equipment, even though I had already returned the equipment. I ended up talking to both, GCI and Cornerstone Collections on a merged call where they seemed to come to the understanding that *** needed to go through The Treasury to notify Cornerstone Collections that I no longer owed the equipment to them and that my account was clear. My main concern is in making sure that these charges are removed from my name and also that I would like to find out how to get my credit score restored to what it was before these charges affected it.

  Business Response

  Date: 02/07/2025

  GCI reached out to ******* to inform him that we have corrected his charge for unreturned equipment and updated Cornerstone accordingly. His credit score should reflect this change within 30 to 60 days. 

  Customer Answer

  Date: 02/07/2025

   
  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

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a very long-time customer with ***. I had an internet plan previously that was UNLIMITED internet usage. Approximately 7-8 years ago I was contacted by *** and they stated, "if you upgrade to the RED UNLIMITED plan, you will have faster speeds and the same UNLIMITED usage". I agreed to that plan even though it would cost more money.I contacted *** today (01/09/2025) asking why our internet was extremely slow. *** "technician" ***** stated I had gone over my usage limit of 4 terabytes. ***** further explained this was monitored by a program (not a human, so not sure if the program is accurate) by *** that automatically slows internet connectivity. I explained to ***** how *** themselves said I would keep my old plans unlimited data usage by signing up for the **** RED UNLIMITED PLAN" and get faster speeds however ***** explained that he was sorry and that the restrictions are listed in the terms and service (you have to really dig to find this restriction on the *** web site). my issues:- Accuracy of a *** program that monitors usage? Who updates it? how does it monitor? Is this a secure system with personally Identifiable information? - Bad business practices of selling a UNLIMITED plan that isn't advertised correctly with inaccurate and misleading products being sold to the public.- Why did it take 7-8 years to now have this issue? My internet habits have not changed. - No free streaming device as advertised - In their own terms of service on their Websight that I had to really dig to find, "While some *** products (including but not limited to ***s Red Unlimited plan) provide customers with UNLIMITED DATA USAGE and no overage charges, any such products are subject to reasonable use and applicable network management practices." That is not what I was told when I changed my original plan to the "RED UNLIMITED". There needs to be big bold letters for the customer to see and understand at the stores and packages BEFORE PURCHASING.

  Business Response

  Date: 01/17/2025

  *** made multiple attempts to contact ***** and left messages with our contact information. We have not yet heard back from him. 

• Initial Complaint

  Date:01/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Constant internet outages, typically only for ***** seconds, but it's every ***** minutes. The price paid for this "service" is outrageous that it's not considered a scam by the government. Almost $200 a month, and the speeds are no where close to advertised (unless testing on their own speed test, which isn't reliable), inconsistent service connection, and a data cap. *** has a monopoly as an ISP in this city, and they know it.

  Business Response

  Date: 01/10/2025

  *** made multiple attempts to contact **** on January 6th and 9th and left messages asking that he call us back. We have not yet received a response. 

• Initial Complaint

  Date:12/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account phone number ************ ****** ******. SIXTH+ 6th!!!!! BBB complain or MORE on this account. I want to disconnect ************ and the chat associate says there's a balance due. I've paid it off months ago. I want a refund for 5 months of payments, I want the account disconnected immediately.

  Business Response

  Date: 12/26/2024

  *** attempted to contact ******* twice regarding her disconnect request. We left messages both times with our contact information but have not yet heard back from her. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22680032
  
  I am rejecting this response because: try again
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 01/17/2025

  *** contacted ******** to disconnect a mobile line and credit was given back to original disconnect request date. 

• Initial Complaint

  Date:11/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October we had a snow storm resulting in an internet outage lasting almost 10 days. During this time, *** made no effort to contact any of the affected customers to let them know the outage was caused by the snow storm (as opposed to an issue that could be resolved by the customer) and neither could they be bothered to update anyone on the progress of any details of the repairs. I asked them every day via email for updates and they made every effort to make sure to give me as little information as possible. This is an internet service provider with communicationin thier name, ironically. When I finally got tired of the abuse, I asked them to email me when my service was restored and they agreed. Of course they never bother to do that. I asked them repeatedly to send a corrected bill to reflect the disruption in my $114.99 monthly service and their **** poor communication. I dont have a phone number, something they seem incapable of understanding as they asked me for a phone number in every one of about 45 email responses. Not only did they never send me a corrected bill, they charged me the full $114.99 despite failing to deliver on at least 1/3 of the month.1) I should not be required to do anything beyond pay my bill. I should it have to call anyone, especially after I emailed them like 45 times to get them to prorate a bill for a service they knew **** well was interrupted. 2) They should be required to proactively keep their customers informed of extended service interruptions. They are ostensibly a communications company, they should have no issue figuring out how to communicate. 3) GCI should not be allowed to charge customers the full rate when there is an extended disruption in service and the prorated price should be automatically applied. What gives them the right to require customers who were without internet for 1/3 of the month to call in order to get their bills adjusted? How many people did they charge who went without service for 10 day

  Business Response

  Date: 11/27/2024

  GCI emailed ****** to inform her that we have credited her account for 1 month of service due to the outage in her area. 

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22605894
  
  I am rejecting this response because:

   

  What about the issue of the **** poor communication from a communications company? Why did I have to go to the lengths of DOZENS of emails with GCI playing dumb and asking the same question over and over before filing a BBB complaint to get any kind of resolution? What about all the other affected people in my neighborhood? Should I tell them to file complaints with the BBB too so they also get resolution? Because none of them have been automatically offered a discount for the lack of service? Why does *** get to charge people full price when they failed to provide service for 1/3 of the month unless they go to extreme lengths to get their bill corrected?
  

  GCI has been steadily increasing their rates while offering nothing extra for those increases and they cant even send an email about an extended outage or automatically correct bills to reflect actual service provided when interruptions occur? Seems pretty shady! 
  
  

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

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against General Communications **** (***) for preventing the transfer of my phone number to my new service provider, ****** Fi.When I initiated the transfer, ****** Fi informed me that GCI was blocking the number. However, when I contacted *** multiple times, they claimed no block was in place. Despite this, ****** Fi continues to report that *** is preventing the transfer.I have made repeated attempts to resolve this issue by contacting both companies, but I have not received a resolution. As a result, I am being held hostage by ***, forced to maintain their service and pay a bill for a number I want to transfer to another provider.This is a frustrating and unacceptable situation, and I am filing this complaint to formally document the issue and seek assistance in resolving it.Details of the Issue:Current provider: *** New provider: ****** Fi Nature of the problem: GCI blocking the transfer of my phone number Thank you for your attention to this matter.

  Business Response

  Date: 11/29/2024

  We have reached out to ***** and are actively working on his concerns.