Complaints

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:08/12/2023

  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.

  8/12/2023
  
  Dear BBB,
  
  Great Plains Communications (GPC) is our local telephone, WIFI, TV, and alarm system company. Several years ago they took over ******** ****************** (***), a company that operated in our area for over 40 years. Since then prices have substantially increased and service quality decreased. Many times while watching a show, movie, or even the news the screen will go off and say "No Signal" When you contact them about the problem we are told it is because of the sun even though many times this problem happens at night! The situation could continue for minutes up to hours.
  
  This, however, is not the primary reason for filing this complaint but now many of us have had enough. Two months ago the company decided to charge for a paper bill. Now you can either pay to get a bill or get it by email and pay it on line. In our area especially, this is discrimination particularly against seniors. We are a rural community and this is our sole provider. Many seniors DO NOT have computers or smart phones. In addition, even for younger people who pay on line, the bill received in the mail will prompt them to pay. Thus, not only does this border on discrimination but also fraudulence when the incidence of delay in noticing an email would result in overdue payment and consequently a late fee. I'm sure that the company realizes this phenomenon could occur. At the same time that the paper fee was applied to the bill a long distance carrier fee was added. The company has packages that one purchases and long distance is included in many of the packages so now they devised a way to increase that service outside of the package.
  
  GPC is definitely showing that they are a company not committed to it's customers or their needs. Thank you for reviewing this complaint. Please contact me if any additional information is required.
  
  Thank you.

  Business Response

  Date: 08/17/2023

  August 17, 2023
  
  This is in response to BBB Complaint from ***** ******* in ******* **.
  
  Great Plains Communications implemented a paper statement fee in most of our service areas a
  few years ago due to rising printing and postage costs. We recently introduced this fee in our
  remaining service areas, including Indiana. All our residential customers are now subject to this
  fee unless they register for paperless billing. We encourage customers to use our paperless
  options – online statements and our voice payment gateway.
  
  In addition, the broadcaster fee for television services has increased. This is a fee that Great Plains
  Communications passes through to our customers.
  
  Both of these fee increases were announced on prior bill statements.
  
  For any further questions please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Natascha N*************
  Director Customer Service
  Great Plains Communications, LLC
  ###-###-####
  *******************