Global Tel* Link Corporation

Ms [redacted] , I have attached the current rate sheet for Ventura CountyI was unable to open the rates that you provided in your last response to the Revdex.com Sincerely, MsT***

The Consumer Contacted the Revdex.com because she states that the rate she is charged to accept a call from an inmate in the Franklin County Correctional facility is incorrect.We investigated this complaint and contacted Ms [redacted] via telephone and advised that the rate she is charged is the correct rateMs[redacted] requested that we send her a copy of her call history/ Transaction history for November 17"We e-mailed her this documents as well as a copy of the rate sheet for The Franklin County Correctional facilityIn addition we have issued a credit to her account in the amount of $so she would be able to accept a call from the inmate regarding his court appearance.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely,Kathi T [redacted] Agency Complaints

May 6, Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she states that GTL is not abiding by their agreement and is charging her the $credit card processing fee when deposits are made to accept calls from an inmate in the [redacted] Correctional Facility [redacted] is requesting a refund in the amount of $17.50We investigated this complaint and contacted [redacted] via telephone on May and explained to her that prior to making her last payment that last call she received was from a [redacted] County correctional facility; therefore [redacted] was charged the $credit card processing feeIn addition we explained to [redacted] that she could avoid paying the fee if she were to pay on her account by check or money orderThere are no fees attached to these payment options [redacted] informed us that the inmate calling from the [redacted] County facility will no longer be calling her, therefore the issue should be resolved.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

This letter serves as a formal response to the rejection response for the complaint listed aboveThe Consumer rejected our resolution because she states that approximately messages were deleted from the inmates tabletWhen the inmate sends a message from his device when he is hooked up to the kiosk he needs to make sure he hits the “Confirm to send” button; if he does not the message will automatically be deletedI am attaching a screenshot of the number of messages received from Ms [redacted] and the inmateGTL 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because her husband is an inmate in the SC Frackville correctional facility and he purchased a tablet from GTLHe began to have some technical problems so he sent it backHe received a new tablet and he was unable to retrieve songs that he had on his old tablet.Our response to this complaint is as follows:Artist and record labels determine what songs are availableWhile most songs are available all the time there are occasions when artists may stop offering songs or a label will stop offering an artistWhen this happens, a song is unavailable for the inmate to download to his deviceGTL has no control over these mattersIf the artist and/or label decide to make the song available again the song can be downloaded to the inmate's device again and he will not be chargedThis is a music industry wide practice.The above response was sent to the offender times and explains why the offender is unable to download the tracks at the timeIf the media provider is allowed to place the media back in the catalog, the offender can then download the track to his device.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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made a payment to her account on November 23rd, and the payment declined in our system but was still deducted from her pre-paid credit card [redacted] is requesting that GTL release the funds back to her card.We investigated this complaint and contacted [redacted] via telephone and explained to her that when there are multiple credit card numbers associated with account our system will decline a payment due to fraud detection [redacted] should have no more than credit card numbers associated with her Advance Pay account to prevent this from happening againIn addition, we explained that GTL is not holding her fundsHer bank should release the funds back to her card within to days from the time of the original transactionGTL 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

September 11, 2014Dear [redacted] ***, This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was not aware of GTL’s “terms and conditions" when she set up her accountIn addition she is requesting a refund for calls that disconnected prematurely.We investigated this complaint and contacted [redacted] via e-mail and provided her with a copy of her transaction history and informed her that we have listened to the recordings of her calls and we determined that calls did in fact disconnect prematurelyWe have issued a credit in the amount of $back to [redacted] 's credit cardWith regards to GTL's "terms and conditions" they can be viewed by going to our website at www.connectnetwork.comGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours, Kathi T [redacted] Agency Complaints

May 6, Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a payment to her account; she was advised by GTL that the payment was declined so she made another payment [redacted] checked her credit card statement and transactions had been processed.We investigated this complaint and determined that [redacted] contacted her bank and the bank issued a chargeback to GTL in the amount of We have located the first transactionand placed the funds back on her account causing the account to no longer have a negative balance.We have attempted to contact [redacted] with tis resolution; however she has yet to return our calls.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

RE: [redacted] – BBB Complaint ID # [redacted] 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 $15 payment she made to be able to talk to an inmate in a correctional facility that GTL is the service provider for. After she set up her account she was unable log in. In addition she states that GTL's customer service is neither professional nor courtesy when speaking to a customer. We investigated this complaint and contacted Ms. [redacted] via e-mail and informed her that the type of payment option she chose via the GTL ConnectNetwork website was the pay to talk option instead of the AdvancePay account option. We have issued a credit in the amount of $15 back to Ms. [redacted] 's credit card ending in XXXX***. With regards to the customer service issue; we have forwarded her complaint to the customer service supervisor to be investigated. The CSR that investigated this complaint 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 she attempted to make payments in the amount of $each to her husband’s trust account who is currently incarcerated in a [redacted] facility and both payments were declined in our system.We investigated this complaint and contacted [redacted] and informed her that the payments declined because the maximum credit limit of $had been exceededWe made the correction in our system by increasing her credit limitThe CSR that resolved this issue stayed on the phone with [redacted] while she made a paymentThe transaction in the amount of $was accepted and posted to her husband’s 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 [redacted] 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 meregards to your complaint # [redacted] .Inboxx Revdex.com of Metro Washington DCFeb 20to me ---------- Forwarded message ----------From: [redacted] < [redacted] @ [redacted] .com>Date: Thu, Feb 19, at 11:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [email protected], I received a call from global tel I now have an account with them they say that they are not affliated with this companyI did not intend to file A complaint against globel tel unless they are the owners of the web address belowI stated that when I typed in global tel this place pulled upI thought I was signing up with global tel this web address below is the unknown co that took my credit card payment and I sent several mess to trying to get a refund with no reply? I also tried calling [redacted] which is mentioned in the web page as a name customer review is wrote about they said they wasn't [redacted] s either? [redacted] Regards, [redacted] ***

November 9, 2016The Consumer contacted the Revdex.com because she purchased E-mail services from GTL so she could E-mail her husband who is currently incarcerated in a PADOC facilityThere were E-mails that she sent that he did not receiveMs [redacted] is requesting a credit for the E-mailsWe investigated this complaint and determined the following:Number of messages sent from Ms [redacted] 14I am including a printout of the dates and times of the e-mails that have been sent and received by her husband.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

September 24, 2015The Consumer contacted the Revdex.com because he no longer needed is GTL telephone account so he called to request a refund [redacted] was not aware of the $refund processing fee [redacted] is requesting that we waive the refund processing fee and refund the entire remaining balance on his account.We investigated this complaint and contacted [redacted] via telephone and informed him that we have issued a credit back to his credit card for the entire balance on his account in the amount of $ [redacted] is aware that he needs to allow to business days for the credit to appear back on his card.GTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directly.Sincerely Yours, Kathi TAgency 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 Administratively Resolved] there is a current issue:I have received none of over messages that he sent successfullyAlthough he had sensuccessfully he has had approximately delete from his tablet over the past weekOnce plugged into the kiosk the messages delete and are not sent ? (cannot even attempt to resend because they are erased ? ? I can't tell you what he's sent (subject as I haven't received but he has them he can read off)? Inmate [redacted] PA DOC (all facilities)I contact customer service and the rep asks for this information with no resolution? Hope you can helpThis is marked as rejected as I have not contact name? Once resolved and messages are restored ? I'll mark it as such.? ? ? ? ? Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

June 20, Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was informed by GTL that if she would like to continue to receive calls from an inmate in The [redacted] Correctional facility she will have to set up an Advance pay account [redacted] would like to go back to having the calls billed to her ***.We investigated this complaint and contacted [redacted] and explained to her that GTL did block her phoneOn January 11, our records reflect No collect calls allowedThe No Collect Call block was done by her ***The block has been removed and we have changed the account back to [redacted] billedIn addition we have issued a refund in the amount of which was the remaining balance on her Advance Pay account [redacted] is aware that if she exceeds GTLs 30/day call limit she will need to set up an Advance Pay account.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call[redacted] Agency ComplaintsOffice [redacted]

April 28, Dear ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she has been having trouble trying to set up an account with GTL so she talk to her husband who is an inmate in a correctional facility that GTL is the service provider for.We investigated this complaint and contacted ** [redacted] via phone on April 25th and explained to her that according to the account notes on file there was a problem receiving the required fax to establish her accountThe account had originally been set up on 2554; the $payment was transferred to account [redacted] as this was the intended account number that the account was supposed to be set up on** [redacted] informed us that that she has been able to receive calls from her husbandThe CSR that investigated this complaint provided ** [redacted] with her direct phone 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 call.Sincerely yours,

[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 I received a voicemail from Linda at [redacted] and she said she would send me a refund check for $ Regards, [redacted]

[redacted] , We are having some difficulty in resolving this complaintBecause the problem she is having using her credit card is intermittent it is difficult to determine why the card is accepted some times and rejected the other timewe will get it resolved but need a little more timeHopefully I will have a resolution for you by next weekI will send it to you via e-mail

This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because GTL's automated system does not provide explicit instructions on how to make deposits and does not disclose the rate that is charged to accept calls from an inmate in the Miami Dade Metro West Correctional facility.We investigated this complaint and contacted Ms [redacted] via telephone and explained to her that our records show that she made $deposits that incurred a $service fee for each depositThere were only inmate calls accepted because the first $deposit left her account with a negative balance due to service fee is withheld immediatelyWe have issued a credit of of the service fees to Ms [redacted] 's accountThe recorded prompts do not give the exact amount of the rates and service fee as the dollar amount varies by facilityThe FCC ruling that is to take effect June 20th for all county jail will more than likely reduce the $service feeGTL 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

December 23, 2014Dear [redacted] ***This letter is in response to the second rejection from the consumer.I will address individually the reasons that she rejected our response.Reason - On October 27th I could not make a payment, NOT due to the system being downIt took three representatives, one of which Leandra who was a supervisor, to tell me why I could not make a paymentThey claimed that I could no longer make payments using my credit card because I had put more than $on my account in less than daysAgain it had absolutely nothing to do with either system being downI DID NOT make a payment on their website for $on October 27thI do not have an email confirmation, and more importantly, there is no option to make payments above $using their systemThis is the first payment I made by going to [redacted] ***In total I was forced to pay in this manner three timesThis is a major inconvenience since I am blind and a paraplegic.GTL's response - from 7/thru 7/ [redacted] used co ending [redacted] then 7/she used credit card ending ***On 7/to 8/she used credit card ending and from 8/to 9/she again used credit card ending [redacted] and as long as she was using those cards her account was okThen on 11/when she used a totally different credit card ending [redacted] that's when her problem with payment attempt declinedHowever to avoid Fraud in our system normally it only take credits card, but in her case it allowed her to use and when she attempted the 4" credit card it rejected itReason - On November 24th I was told by the representative that I would be issued a credit for $49,I rejected that Revdex.com response as well because they did not credit me the full $and only did $The initial reason I filed the previous Revdex.com complaint was because GTL once again claimed that their system was down for SIX DAYS and I could not get my refundWhen the customer service representative asked if there was anything else, there was nothing else pertaining to that particular complaint/issueI felt as if the two matters should be kept separateIt is true that the person I was speaking with (they are not inmates since they are not convicted) was released on November 17thI was skeptical of raising any issues because of, first repercussions, and secondly I wasn't sure what the outcome would beIf I could have avoided using GTL's "services" altogether, I would haveThey have poor customer service, astronomically high rates, an extremely flawed phone system, and continual failure to know their own reasons of why someone cannot put money on their accountThese are just a few of the reasons I am unhappy with their "service"Whether or not the person has been released is irrelevantI dealt with unsatisfactory, disappointing, and rude service with them for daysGTL's response - it was a human error that the Accounting department keyed in $instead of $49.15, but the was placed back on your credit card as soon as we received your 2nd complaint on 12/ As far as the representatives that you have spoken with we have given the complaint to their Managers and it will be address.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi T.Agency Complaints