ComplaintsforGeneral Communications, Inc

• 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

  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

  02/04/2024

  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.

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GCI cable TV service has been totally in consistent. For example, over last 2 days I have tried to watch the womens world cup and that signal has frozen and halted every minute or so. A dozen other channels have also frozen. I have paid for a service that has not at all delivered. GCI has refused to fix tihs problem

  Business response

  08/07/2023

  GCI has contacted ***** multiple times and left him a voicemail with the suggestion of swapping out his modem for an updated one as well as we have left the contact information and hours for our technical support.  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/29/23 I found out that my iPhone which I purchased out right from GCI back in Nov. 2022 had the *** locked and my number was unable to be "ported over." I called GCI and requested that the lock be removed immediately as it should have never been put on my phone. The customer service rep. initially said it would be removed in ***** hours and then when I objected said it would be removed by the end of day (6/29). I explained I had an appt. at 1pm that day with another service provider and asked to speak to a supervisor and insisted it be removed immediately. The rep. rather than then letting me speak with a supervisor said she had spoke with a supervisor and the lock would be removed in ***** minutes which gave me hours until my appt. I was on the phone for at least 30 minutes. I went to my appt. and was again informed the lock was still on my phone. I called again and I was told the lock would be removed in ***** hours. I strongly objected and informed the rep. that is not what I was told a few hours before by GCI that the lock would be removed in ***** minutes. I insisted on speaking to a supervisor and after waiting for 26 minutes I was told no supervisor was currently available. I informed the rep. I needed a supervisor to call me back that day. Today is 6/30/23 a full ****************************************************************************************************************************************** back. Account No .**********

  Business response

  07/15/2023

  GCI has contacted ******* multiples times and left him voicemails with information about process for unlocking devices and how he can reach customer service if he has any additional questions.

   

   

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been an account holder with GCI for five years and have been nothing but underwhelmed and believe this to be their unwillingness to provide service to rural customers like myself. Their service is mediocre at best3G that slows to a crawl during peak hours despite boasting ******** best 4G LTE network, and internet that consistently cuts out on a weekly basis. When a technician is requested, none show up on the designated day. Complaints in *********, their home market, are swiftly and generously compensated, but issues in rural communities are dismissed and ignoredmaking the financial burden of paying hundreds of dollars for cell and internet service all the more painful.

  Business response

  05/18/2023

  GCI has called ***** three times in an attempt to review her services and we have left a voicemail each time. 

  Customer response

  05/24/2023

   
  Complaint: 20028830
  
  I am rejecting this response because any attempts to return the voicemails are rerouted to the main customer service line and when I explain what Im calling for theres no record of contact made or voicemails, and Im bounced between people who are unable or unwilling to help. Furthermore, the service in Bethel continued to degrade with no apparent efforts to correct the issue. 
  
  Sincerely,
  
  ***************************

  Business response

  06/07/2023

  A GCI technician went out to ******* home on 6/2/23 and did some work on the lines outside her home and confirmed her service is working. 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I disconnected my service with them back in April and turned in the cable boxes. I switched companies because they were over charging me. Since then they have continued to bill me even though I have no services with them. They turned me into a collection agency for $340.00. I have spent hours on the phone and the last time they said they settled it with the collection agency and sent me an email saying I was getting a refund for the amount turned into collections. That was never received, and collections is now sending me letters. Every time I call I just get passed around to other people who wont help. This has been going on for months. I would really appreciate some help on getting this resolved. As far as I see it, they owe me money. My bill kept rising and I was being charged $200 a month just for a landline phone and cable.

  Business response

  12/09/2022

  GCI has been in contact with ***** and is currently working to resolve the concerns referenced in his complaint.

  Customer response

  12/12/2022

   
  Complaint: 18447504
  
  I am rejecting this response because: GCI was ripping me off the whole time, I only had cable and a home phone and they were charging me $200 a month. They kept raising the price. I found out other people were going through the other company here and paying $170 a month for cable, home phone and internet. I switched companies and turned in my cable box to GCI and switched my phone number to the other company back in April. They kept charging me. After many many hours of phone calls and getting turned into collections, I finally contacted the BBB. It took that to get them to get the collections thing over turned. Im sure it still impacted my credit. I asked for an additional refund just for all the time and stress about it. It was like going through a bad divorce. At least the charges are supposedly out of collections, for services I never received. I wouldnt recommend them to anybody. Their customer service has been terrible. Even going in person, they tell me they cant do anything and give me a number to call. Once you do that, they put you on long holds and pass you back and forth. They say they will call back but never do. Beware of this company. Its been a nightmare. I believe theyre trying to rob older people. All the time spent trying to resolve this matter, they could have just taken off the charges that shouldnt have existed. They paid employees instead to pass me back and forth. It took 8 months and getting ahold of the better business bureau for anything to happen. Its ridiculous. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Every. Single. Time. I have to contact support for help with something, it ends up being hours of nothing but frustration. This time, I went out and got my own modem because I absolutely hate the *** provided one. Before I did, I did my research and ended up buying the Netgear CM2000 ($299.99), which is listed on their own website as "certified for use on ***s network." Chatted with support, who got all my info and said my modem will be ready in ***** minutes. Over an hour later I chatted with them again explaining it still wasn't working and getting a "Network Access Denied" error. ~1.5 hours of support chat later I finally get told the "back end equipment" doesn't recognize it as a CM2000, even though I'm looking right at the device where it says "Model: CM2000." I told them I can just send them a picture where it shows the model, serial number, and MAC but they tell me they can't recieve pictures. Convenient. I'm then told I plain can't use the device their own website tells me I can use. I'm absolutely sick of the worst customer service I've ever experienced from a company. I've been with *** for many years and have always put up with it because they've cornered the market and have no real competition for home internet. I won't be bullied into staying with them anymore. I'll be researching other ISPs and ditching *** as soon as I possibly can, hopefully before the next billing cycle so they don't get another ***** from me.

  Business response

  10/26/2022

  *** has tried, unsuccessfully, to contact ****** a few times. Callback messages were left but *** has not heard back from him yet. At this time *** records show the ****** is using the *** provided modem again.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GCI Cable service "My ********* stops working everyday around 7:00 PM. Their tech support cannot fix the issue.

  Business response

  09/23/2022

  GCI contacted **** and after doing some troubleshooting steps over the phone determined that a tech visit was needed and scheduled one for 9/24/22.

*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. ↩