Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she is requesting a refund of the $payment that she was told declined in GTL's system; however the payment was deducted from her credit card.We investigated this complaint and contacted Ms [redacted] via telephone and explained to her that the $payment in question on March 15th "controller Time out" was collected by GTLWe have issued a credit back to Ms [redacted] 's credit card in the amount of $Ms [redacted] is aware that it could take to business days for the credit to appear back on her card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T***Agency Complaints

April 15, 2015Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he no longer needed his GTL telephone account and is requesting that the account be closed and the remaining balance refunded.We investigated this complaint and contacted [redacted] via e-mail today and advised him that his refund has been processed in the amount of $In addition we advised [redacted] to allow to business days for the credit to appear on his credit card statementGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours, Kathi TAgency Complaints

This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting that her Advance pay phone accounts closed and the balances on both accounts refunded because the inmate transferred to a facility that GTL is not the service provider for.We contacted Ms [redacted] via telephone and informed her that her refund will be submitted for processing on September 19th 2016.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

November 2, 2016The Consumer contacted the Revdex.com because she attempted to make a $payment via GTL's mobile appThe payment declined so she attempted to make the payment more timesAll payments declined however all payments were deducted from her bank accountMs [redacted] is requesting a refund of all paymentsMs [redacted] responded to our e-mail that was sent by one of our billing specialists on November 2, stating that the funds were released back to her bank account on November 1stThe billing specialist provided Ms [redacted] with her direct telephone number should she have any additional problems in the future.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because there were unauthorized charges on his credit card to accept calls from an inmate in the Alameda County Santa Rita JailMr [redacted] is requesting a refund of the charges.We investigated this complaint and contacted Mr [redacted] via E-mail and explained to him that unfortunately the charges were made via his debit card to his girlfriend's account and GTL considers this "Friendly Fraud"We have placed a block on account # ###-###-#### to prevent any further chargesMr [redacted] will need to dispute the charges with his financial institution.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I just spoke to some one just yesturday about this situation and the money was not credited back to the card they are suppose to b sending me it in a check and I would like to keep this complaint open untill I recieve my whole payment in a check that suppose to be mail to my home Regards, [redacted] ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he does not agree with GTL's policy that all friends and family members have to set up individual AdvancePay accounts on their telephone numbers to be able to talk to an inmateThis causes each friend and family member having to pay the credit card processing fee every time they add money to their accountIn addition Mr [redacted] states that he paying $for a minute call from an inmate incarcerated in the GEO Graceville Correctional facility.We investigated this complaint and contacted Mr [redacted] via telephone and apologized to him that unfortunately GTL's policy is that each telephone account number has to be set up individuallyMr [redacted] can avoid paying the credit card processing fee by paying on his account using a check or money OrderThere are no fees attached to these payment options.With regards to the rate he is charged to accept calls on account number ###-###-####The rate is not $it is $plus $tax for a total of $for a minute callWe have e-mailed Mr [redacted] a copy of his rates and call records.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

Complaint: [redacted] I am rejecting this response because:As of today, Friday, July 17th, I have yet to receive the refund check that I was told via telephone was being processed on July 2nd! I feel waiting additional weeks is more than enough time for the company to make right on this issue! Regards, [redacted]

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because made a payment to his AdvancePay account in the amount of $so he could receive calls from an inmate in The [redacted] Correctional facility (MI) and an inmate in The [redacted] *** Correctional (MN) [redacted] states that GTL deducted the payment from his debit card but the funds were never applied to his account.We investigated this complaint and contacted [redacted] and explained to him that the $payment actually declined in our system because of the mismatched address (MN) and his telephone number (MI) [redacted] bank had not released his payment back to is debit card accountMsB***, the CSR supervisor that investigated this complaint contacted [redacted] bank and was advised by the bank that their hold time for pending payments is dayIn addition, his bank informed us that if we faxed them a letter on GTL’s letterhead explaining the issue, the customer’s name, credit card information, amount of the transaction and the authorization code they would release the funds back to GTL to be applied to [redacted] AdvancePay accountWe sent all of the information to the bank; however, [redacted] opted to have the $released back to his debit card account not his GTL AdvancePay accountCurrently [redacted] ’ s AdvancePay account has a $balanceGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

February 11, The Consumer contacted the Revdex.com because GTL charged her in the amount of $without her authorizationMs [redacted] is requesting a refundWe investigated this complaint and contacted Ms [redacted] via telephone and explained to her that our records show that the credit card charges were processed and posted to her AdvancePay account via GTL's Auto Reloader option on December 10th Ms [redacted] informed us that she was aware that the payments posted to her account and she acknowledged talking to the inmateOnce we informed Ms [redacted] that the charges are sustained she requested that we block her telephone from receiving any more calls from the inmate in The Morgan County Correctional ComplexGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely, Kathi T [redacted] Agency Complaints

July 21, 2014Dear MsHorneThis letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she requested a refund over months ago and she has yet to receive the refund.We investigated this complaint and determined that [redacted] made a $payment on May 28th and requested a refund on May 29thUnfortunately the refund was never processedWe have contacted [redacted] via e-mail and advised her that a credit in the amount of $has been issued back to credit card ending in We have waived the $refund processing feeIn addition we informed [redacted] to please allow to business days for the credit to appear back on her card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

April 14, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on March 11th he deposited $via a kiosk at the [redacted] ? Correctional complex and the payment never posted to the inmate’s telephone account.We investigated this complaint and contacted [redacted] ***? via telephone and explained to him that there had been a system issue with the kiosk on March 11th We have located the $payment and have posted it to the inmate’s debit account # 2596338GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi TAgency Complaints

August 10, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up an account to be able to talk to a loved one in the [redacted] Correctional Facility (NJ)None of the calls will connect.We investigated this complaint and contacted [redacted] via telephone and explained to her in our investigation we determined that there was a collect call block on account # [redacted] due to a U verse feature with ***, this feature was preventing the calls to connectOur records show that the inmate transferred from the [redacted] Correctional facility (NJ) with the last completed call on August 4thThe inmate was using his debit card for this call [redacted] informed us that she has recently obtained a [redacted] voice telephone number to be able to accept calls from the inmate in the [redacted] Correctional facility [redacted] set up an AdvancePay account on # [redacted] ***As a onetime courtesy we have transferred the remaining balance in the amount of $from account # [redacted] to account # [redacted] (the [redacted] voice number).GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely Yours, Kathi TAgency Complaints

Global Tel [redacted] Link Corporation www.gtl.net Revdex.com Of The Metropolitan Washington DC and Eastern PennsylvaniaK Street NW, 10" Floor Washington, DC 20005-RE: [redacted] – Revdex.com Complaint ID # [redacted] This letter serves as a formal response to the complaint listed above.December 14, The Consumer contacted the Revdex.com because she is requesting that GTL close her old GTL account and transfer the balance on the old account to her new account.Ms [redacted] called into GTL's customer service department earlier today and her request to close her old account and transfer the remaining balance in the amount of $to her new account was processed at that timeGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,Kathi T [redacted] Agency Complaints

April 26, 2016The Consumer contacted the Revdex.com because he is requesting the remaining balance on his AdvancePay account credited back to his credit card or refunded.We investigated this complaint and have issued a credit on April 11th in the amount of $back to Mr***'s credit cardWe attempted to contact Mr [redacted] via telephone to inform him of this resolutionAs of today he has not returned our calls.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours, Kathi T [redacted] Agency Complaints

So I went to their website to set up an account at https://www.connectnetwork.com/portalI deposited $in my account after it asked me to set up my phone number, the facility and the person that I wanted to be able to call my numberWhen that person tried to call me, it asked if I wanted to accept the collect callWhen I called billing support, I was told that the money was deposited in his prison account and not my own and that an internet would advise him he has money in his account and that he had to dial a different way from the facilitySo I tried to deposit again another $which was set up on his account again even though the way the website is designed it asked if you want to make a payment to YOUR phone numberSo I called billing support and they said they cannot move the money from his account to mine, even though they RUN EVERYTHINGThat is what is wrong with this country, companies that are allowed to run a monopoly and be the only service provider so they can charge $a call and offer to resolution to your problemI asked to escalate to a manager and they were no helpI asked for a refund and they said they do not provide refundsThen I said I would dispute these charges with my bank and they said the phone number would be blockedUnfortunately if you want to be able to receive a call from your loved one in prison, they are the only service provider you can chooseGood luck finding a resolution

December 21, 2015Global Tel [redacted] Link Corporation www.gtl.netRevdex.com Of The Metropolitan Washington DC and Eastern PennsylvaniaK Street NW, 10th Floor Washington, DC 20005-3404RE: [redacted] – Revdex.com Complaint ID # [redacted] This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she no longer required her GTL AdvancePay accountsShe has requested that the accounts be closed and a refund of the remaining balances on both accounts.We investigated this complaint and contacted Ms [redacted] via telephone and apologized to her for the refund request not being processed in a timelier mannerMs [redacted] verified the last digits of the credit card she used to set up the accounts with and we processed her refund in the form of a credit back to her credit cardMs [redacted] is aware that it could take to business days for the credit to appear on her account.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T***Agency ComplaintsOffice ###-###-#### [redacted] | www.gtl.net

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because her son has been transferred to another correctional facility and he has not been able to call Ms [redacted] using his debit card nor Ms [redacted] 's AdvancePay account.We investigated this complaint and determined that the calls would not connect because Ms [redacted] 's telephone number was not on the inmates allow listWe contacted Ms [redacted] and explained to her why the calls were not connectingMs [redacted] informed us that her son has been released and requested a refund of the remaining balance on her AdvanceRay accountWe have issued a credit in the amount of $back to Ms [redacted] 's credit cardMs [redacted] is aware that it could take to business days for the credit to be processed back to her cardGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours, Kathi T***Agency Complaints

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***

This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting that her Advance pay phone accounts closed and the balances on both accounts refunded because the inmate transferred to a facility that GTL is not the service provider forWe contacted Ms [redacted] via telephone and informed her that her refund will be submitted for processing on September 19th GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours, Kathi T [redacted] Agency Complaints