Global Tel* Link Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] there is a current issue: 1. I have received none of over 20 messages that he sent successfully 2. Although he had 20 sensuccessfully he has had approximately 18 delete from his tablet over the past week. Once plugged into the kiosk the messages delete and are not sent (cannot even attempt to resend because they are erased 3. I can't tell you what he's sent (subject as I haven't received but he has them he can read off) 4. Inmate [redacted] PA DOC (all facilities) 5. I contact customer service and the rep asks for this information with no resolution Hope you can help. This 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]

May 12, 2015This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she is requesting a refund for a call she received on April 26th from an inmate in the [redacted] Correctional facilityThere was static on the line and she could not hear what the inmate was saying.We investigated this complaint and contacted [redacted] on May 11th via telephone and advised her that we listened to the recording of the call in question and have issued a credit for the call back to the inmates Debit account in the amount of $ [redacted] stated that she was pleased with this resolutionGTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directlySincerely yours,Kathi TAgency Complaints

February 3, Dear [redacted] This letter serves as a formal response to the complaint listed above The customer contacted the Revdex.com because on 01/21/she paid $to set up an Advance Pay account so she could talk to her son who is an inmate in the [redacted] Juvenile Detention CenterThe account was never activated so she is requesting a refund of her $payment We investigated this complaint and contacted [redacted] via e-mailWe informed her that a credit in the amount of $has been issued back to credit card ending XXXX [redacted] and 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,

January 24, 2017The Consumer Contacted the Revdex.com because he is unable to receive a call from an inmate in the Columbia County Jail (OR).We investigated this complaint and made several attempts to contact Mr [redacted] via telephone and e-mail: unfortunately, we never had a response from Mr [redacted] A letter was sent to Mr [redacted] via US mail explaining that our records show that the inmate has been successfully making collect calls to Mr [redacted] starting January 17th 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

April 20, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has been waiting for GTL to transfer funds from one account to a different account.We investigated this complaint and contacted [redacted] via telephone and explained to her that our records show that she made a deposit to account # [redacted] ***On April 13th [redacted] called GTL to have the money transferred to account # [redacted] ***Per [redacted] request the money was transferred to account [redacted] on April 18th as a onetime courtesyPer GTL’s policy money transfers between account is not allowed.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

December 1, 2016The Consumer contacted the Revdex.com because she contacted GTL for a refund and the refund has yet to be processed.We investigated this complaint and contacted Ms [redacted] via telephone and due to the Thanksgiving Holidays and the high volume of refund requests some refunds did not get processed in the to day windowMs [redacted] 's refund was processed on November 28th 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

May 2, 2016 The Consumer contacted the RevDex.com because on April 15th 2016 she deposited $105 to her son [redacted] ***'s inmate account via the kiosk at the Southeastern Correctional facility. Only $20 posted to his account. We investigated this complaint and our technical support department verified that the customer was correct and only $20 posted to the inmate's account. A refund request in the amount of $85 will be processed and mailed to Ms. [redacted] . Ms. [redacted] needs to allow 30 days to receive the refund check in the mail. 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

January 27, 2015Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting a $refund for $fraudulently charges on her credit cardWe investigated this complaint and contacted [redacted] to obtain her credit card information which allowed us to process the refund requestThe $has been issued as a credit back to the credit card that [redacted] provided [redacted] is aware that it could take up to to 7business 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 callSincerely yours,Kathi TAgency 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 Thank you for your assistance in this matter Regards, [redacted]

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she would like GTL to either provide a telephone number for ConnectNetwork or have GTL customer support address issues regarding ConnectNetwork.We contacted Ms [redacted] via telephone regarding her complaint and explained to her that the Connect Network Support email system was designed to assist Customers experiencing any issues such as setting up an account and making deposits via emailPer conversation with Ms [redacted] it appears she was attempting to use two different computers because hers had crashed and this created a lot of her problemsThe Customer Service Representative who actually assisted Ms [redacted] in resetting password and getting her account back on track advised Ms [redacted] asked if all of her Connect Network issues were addressed and customer was satisfiedAlso, she provided Ms [redacted] her telephone number in the event she had any other questions and concerns.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

January 4, 2017The Consumer contacted the Revdex.com because she is requesting a refund for the services that she purchased from GTL but did not receive.We investigated this complaint and determined that Ms [redacted] set up an account on January 1st to receive calls from an inmate in the Cumberland County Detention Center (NC)Since the call did not complete, GTL's system voided her $depositWe contacted Ms [redacted] and explained to her since the transaction occurred on The New Year's Day holiday most all banks were closedThe CSR that assisted Ms [redacted] provided Ms [redacted] with her direct telephone number should she have any additional issues 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

[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 hereby reject GTL's response as, contrary to their averments, GTL has not placed any deposit into my husband's account.On October 12, 2016, GTL contacted me via email stating: "[Global Tel Link] conducted another investigation and the results reflect the $deposit was creditedAlso, I contacted 'Rock view' Accounting Department today and $deposit made September 19th was confirmed and posted to your 'son’s' account on September 28th."First, (and despite correspondence exchanged with GTL), GTL is so inept that they're clearly unable to keep straight that this was a deposit to my husband's account, and NOT to my son'sSecond, on even date, I informed GTL that my husband had not received any deposit from GTLI then asked GTL to send me any/all documents evidencing GTL's alleged trust account deposit/transactionOne would assume that a company handling financial transactions would maintain documents evidencing that these transactions were effectively and successfully made, and that the same should be readily available for productionAt any rate, unfortunately my request has conveniently gone unanswered.It's quite clear that GTL is incompetent and completely incapable of handling individual's FDIC insured fundsFurther, they blatantly lie and conduct business in a fraudulent mannerI respectfully request the Revdex.com take action against GTL for fraudulent business practices and/or to demand GTL produce documentation verifying the alleged deposit to my husband's GTL account.Thank you for your time and assistance in this regardRegards, [redacted] p.sPlease be advised there is also a complaint that has been filed with Alabama's Attorney General's office regarding this issue

September 24, 2014Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she paid $to GTL to set up an account to talk to her grandson who is incarcerated in the [redacted] Correctional facilityGTL does not service this facility so she is requesting a refund in a reasonable amount of time.We investigated this complaint and contacted [redacted] via e-mail on September 24th and advised her that we have issued a credit back to her credit card that she used to establish the account in the amount of $and to please allow to business days for the credit to appear back on the cardGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours, Kathi T

? Complaint: [redacted] I am rejecting this response because: My complaint was regarding the continued use of, if you have any questions please call a number that does not answer questions about the original problemThis phone number that has been given to me repeatedly takes me to a call center that only handles GTL telephone businessIt does not have anything to do with technical support or with trust fund depositsThis phone number has repeatedly been given to me by technical support however I cannot get technical support questions answered through itI am unable to contact the people except through email which is extremely aggravating due to its slow response and if questions remain you must ask them by email in which you get a computer-generated responseThat computer-generated response may take days to months to even be receivedWhat are these computer-generated response is also allowed for a phone call to be made instead of an email however the number Remains the Same and you are unable to contact the person that sent the emailThat is what the original complaint was aboutIt did resolve several other issues I had in regards to technical support that I had emailed them already about Regards, [redacted]

[redacted] Jul (day ago) tome Thank you GTL has resolved the issue They unblocked the calls and are allowing me to be billed through my local phone company I appreciate Revdex.com looking into this issue It is what helped resolve the complaint Have a nice afternoon Regards,

May 8, Dear [redacted] ***This letter is in response to the rejection response from ** [redacted] [redacted] stated that a payment made by [redacted] on November 8th never posted to his commissary accountI have attached a printout from our OffenderConnect website that is a receipt showing that the payment was applied to ***’s Pin Debit account, not his commissary accountIn addition I am providing you with a copy of ***’s Pin Debit reconciliation report from November 1st through November 30th All transaction dates and times are in EST timeGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours ,

February 19, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she would actually like to talk to a real person about getting a refund of the remaining balance in her accountAll of the telephone numbers she has tried are automated numbers.We investigated this complaint and contacted [redacted] via telephone and explained to her that we have closed her account and assured her that her credit card would not automatically be charged in the futureIn addition, as a means of customer satisfaction we reversed her transaction fee and issued her a credit for callsTotal amount of refund that will be processed as a credit back to her credit is $17.35GTL 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

May 16, 2016The Consumer contacted the Revdex.com because she set up an account to receive and send e-mails to a PA Department of Corrections inmateThe service is not working properly, she is unable to read e-mails in her inbox.We investigated this complaint and determined that this issue and determined that this was a statewide problemAll PA DOC's were having the same issueOn Thursday May 12" a patch was put into place that addressed the issue that all ConnectNetwork users were havingWe verified the fix addressed the issues with multiple accounts and all loaded instantly.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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They keep telling me what they're charging me is correcthere is the list of fees they charge for the facilities they contract forif you notice the most they charge for a call is on any one of these is connection fee and at the very most cents per minutethey're charges me connection fee and cents plus tax per minutethey can keep calling me and telling me what they are charging me is correct when in fact this list of fees i'm presenting to you I got off of their web sight so unless they adjust my fees and credit my account i'm not going to stop my complaint Regards, [redacted]

February 13, 2017The Consumer contacted the Revdex.com because she has been unable to accept calls from her fiancé who is currently incarcerated in the [redacted] .We investigated this complaint and contacted [redacted] via US mail and explained to her that per our investigation we discovered that [redacted] reported fraud on this account and the money that she had already used was refunded back to her on 5/6/in the amount of $and Since she was refunded for payments already used it left her account with a negative balanceIn order to clear the matter, [redacted] will need to send a Money Order or [redacted] in the amount $plus whatever credit amount to receive calls.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