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:07/08/2025

  Type:Product 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.

  Refused to cancel my internet because I dont have a pin

  Business Response

  Date: 07/17/2025

   *** contacted *** and completed her service disconnect request.

  Customer Answer

  Date: 07/17/2025

   
  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:07/03/2025

  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 paid for internet that *** could not or would not provide and have tried 3 times to get my money refunded and so far there is no email or proof that my money is refunded. The customer service has proven incapable of completing a refund and I need my money back

  Business Response

  Date: 07/11/2025

  *** reached out to ******* to confirm that her refund has been processed and should show as pending in her account shortly.

• Initial Complaint

  Date:06/27/2025

  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.

  I am a long-term internet subscriber to GCI and I had the habit of paying in advance. I got hacked by a bogus GCI and made a two large payments to the REAL GCI and they say they have no record of receiving the payments, although I mailed the payments to their Anchorage address as I had been doing for many years.GCI suggested I check with my bank because they have no record of those payments being made. Included is my **************** account statement showing the amounts, dates, and to whom I paid. I want to recover the over payment paid to GCI February 6 2024 for $106.59 and March 13 2024 for $84.67.

  Business Response

  Date: 07/08/2025

  *** was able to reach the customer on July 7, 2025, regarding the billing and payment inquires and are in the process of investigating the missing payments. We will stay in contact with the customer until a resolution has been made.

  Customer Answer

  Date: 07/08/2025

   
  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:06/25/2025

  Type:Sales and Advertising 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.

  Ive been having issues with my internet for a few months. I contacted *** and after many, many emails back and forth, most of which them asking for information I already repeatedly provided, the sent out a technician who fixed the issue. I pay $115 a month for download speeds around 500Mbps, but according to the many, many speed tests they had be perform during this fiasco, I was averaging less than 100Mbps during the 18 days they jerked me around asking me via email to tell them my email address over and over. For 60% of the month, I was getting less than 20% of what was promised for the $115 cost. My bill should be reduced by about $55 for that. I have asked them to recalculate my bill to reflect that, but they just keep responding that they will assign me to a representative to assist me who then asks me to verify my identity or tries another way to change the subject rather than reading the thread and assisting me. This company has the absolute gall to have communication in their name. TWICE!

  Business Response

  Date: 07/02/2025

  GCI reached out to ****** and confirmed she was satisfied with her recent tech visit to correct her internet issues. We also adjusted her bill for the time with degraded service and issued additional equipment to assist with her wi-fi signal.

• Initial Complaint

  Date:05/25/2025

  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.

  12/10/11 I purchased a phone from *** that was added to my plan. 2013 when I was reviewing my account and plans with a GCI **** the *** brought to my attention that Id been paying for data that was supposed to be included in my plan at no additional cost to me, that I shouldnt have been charged for with the plan that I was on, and that Id been over charged from 2011 to 2013. The *** stated he credited my account for $252.74 and her would credit the remaining $91.53 also. It turns the *** did not apply any credits to my account. After I wouldnt pay the debt, *** transferred the debt to a collection agency called Cornerstone Collection. Cornerstone Collection spent years contacting me, however I did not pay the debt. Then the Cornerstone debt showed up on my credit ***ort and sat there for several more years, during which time it negatively impacted by credit scores. I still did not pay the debt, eventually *********** Collections quit trying to contact me. And I believe it was removed from my credit ***ort. Recently I went into a *** store to participate in purchasing a phone on my plan. A ***resentative shared with me that I need to pay for a 14-year-old debt first. When I asked why after all these years, they were digging up this old debt, the *** *** shared with me that theyd been instructed by upper administration to try and collect all GCIs old debt. I do not believe that it is right for *** to try and collect debt that is 12 years old, or collect debt that theyve transferred/given/sold to a collection agency, or exclude me from equipment purchase offers for this I would appreciate assistance in resolving this. Not just for myself, but for all customers, especially disabled and elderly, that may not understand and not speak up for themselves.

  Business Response

  Date: 06/04/2025

  GCI reached out to ****** and provided a detailed billing explanation.

• Initial Complaint

  Date:05/20/2025

  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.

  On April 30, I called GCI to cancel my internet service, as I was moving out of my residence the next day, May 1. I was informed that *** bills for service in advance and that I had already been billed through May 25, even though I had not paid that bill yet. I requested a prorated adjustment since I would no longer be living at that address or using the service after May 1.I also explained that I would be continuing *********** at my new address and would be willing to pay starting may 1 even if service hadnt begun yet. Despite that, I was told no prorated adjustment would be made. I asked to escalate the issue and was told someone would call me back, but I never received any follow-up.I went to a GCI store in person to try to resolve this. I explained again that I was being billed in advance for service I hadnt used and that service had already been shut off on May 1. I was told that *** does not prorate, even under these circumstances.I understand some companies have a 30-day cancellation policy, but I was never informed of this when I signed up, when *** installed service at my home, or during my cancellation call. If I had been told at any of those points, I would have taken the necessary steps to avoid being charged beyond my move-out date.

  Business Response

  Date: 05/29/2025

  GCI contacted Mr. ****** on May 28, 2025, regarding his billing concerns, and successfully resolved his issues. 

  Customer Answer

  Date: 05/29/2025

   
  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.
  
  Thank you!
  
  **** ******

• Initial Complaint

  Date:04/29/2025

  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 paid my phone bill for December and January early. Wind storm effected us gci started giving credit in January I gave them time to credit my Jan. *** Feb. **** because I paid in full before I knew of the credits letters were sent out I have bill statements that show they where billing me less than my monthly bill but still receiving full payment without credit . I call on 4/25/25 and get toyed with by customer service saying that I made payment arrangement on in January and never paid my bill, then I was told the new balance is for three months and is a credit never have I ever had to pay three months at one time, then I was told that sometime in the past they did me some sort of favor I have had the service for 6 years, then the acted like they didn't understand the problem and that I should look at my bill and get it paid, that why do I think I need a credit, because of the issue with service everyone is receiving half off and it came out in written letters and my blue statements are in but they are not giving me the credit, customer service played a game that was weird and I said things to them once I got upset. I am entitled to not owe the current months. When I told the third ****** I was reporting the them for acting like dummies I was told to go ahead. So I am. Plus I notice the billing cycle is different! I paid December 2024 and Jan 2025 together, but then new cycle for outage the group Jan and Feb together and which I paid 89. But they say I still owe ****** for March April and May, and that is with credits,

  Business Response

  Date: 05/08/2025

  *** reached out to ***** and we were able to correct her billing.

• Initial Complaint

  Date:04/27/2025

  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.

  I am submitting this complaint on behalf of my wife, a *** customer, regarding a recurring billing and service issue that has resulted in overcharges for approximately the past 18 ********* July 2023, her GCI bill reflected a charge of $219.95, which included a $50 EPIC discount. A *** store representative later explained that receiving the EPIC discount likely disqualified her from the Red Unlimited+ bundle, and we understand that policy.However, after she moved and transferred her service to a new address, the EPIC discount was removed from her account but she was never informed that she now qualified for the Red Unlimited+ bundle, which includes upgraded mobile service and a lower overall cost. Instead, she remained on a plan that mirrored the bundle in internet speed and pricing structure, but included a downgraded mobile line (Peak instead of Apex), at a cost of $262.95/month instead of the $199.99/month she would have paid under the ********* summary:The EPIC discount was removed after her move.She was not informed that she was now eligible for the Red Unlimited+ bundle.She continued to pay $262.95/month for downgraded mobile service that should have cost $199.99 with the bundle.We have contacted multiple *** representatives via email regarding this issue. Unfortunately, our concerns were either ignored, dismissed, or not meaningfully addressed. Despite clearly outlining the overbilling, *** has denied any compensation or billing adjustment for the past 18 months. Based on the difference between what was charged and what should have been charged under the eligible bundle, the total overpayment amounts to approximately $1,133.28.

  Business Response

  Date: 05/06/2025

  *** reached out to ***** and we were able to resolve his billing concerns.

  Customer Answer

  Date: 05/06/2025

   
  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: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.