Global Tel* Link Corporation

December 27, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made payments to an inmate’s PIN Debit account and both payments never posted to the inmate’s account.We investigated this complaint and contacted [redacted] via e-mail and informed her that we have located the missing payments in the amount of $each and have posted both payments to the inmate’s PIN Debit accountGTL 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the RevDex.com because the inmate who was incarcerated in the [redacted] Correctional Facility has been released and she is requesting a refund of the remaining balance on her account. The inmate... was her sister’s daughter and [redacted] used her credit card to set up the account in her sister’s name because she does not have a credit card.We e-mailed [redacted] and asked her to provide us with her sister’s account information. Once we received the information we processed a refund in the amount of $24.66 in the form of a credit back to her credit card. it could take up to 3 to 5 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 [redacted] Agency Complaints

August 5, 2015This complaint was closed by the Revdex.com as unresolvedPlease review the resolution below and consider closing it as closed as resolved.The Consumer contacted the Revdex.com because the chargeback in the amount of $never appeared back on her credit card.When a consumer requests that a payment be reversed on their credit card, their bank sends us the chargeback for the amount that was originally paidOur records show that the chargeback did occurhowever the $never was credited back to [redacted] ***p's accountWhen we contacted [redacted] ***'s bank they indicated that they had no record of the chargebackThere was obviously some type of system error with this transaction; therefore we have issued a credit in the amount of $to [redacted] ***'s AdvancePay account.We contacted [redacted] via telephone and advised her of this resolution.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 requested that her account be closed and the remaining balance in the account refunded.We investigated this complaint and contacted Ms. [redacted] via e-mail and... informed her that a check request has been processed in the amount of $17.60. Ms. [redacted] needs to allow 30 days to receive the 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

July 28, 2015The Consumer contacted the Revdex.com because she made a payment to her son's inmate account, unfortunately she selected the incorrect facility and the system would not let her correct hermistakeWe investigated this complaint and attempted to contact Ms [redacted] via telephone; unfortunately she was unavailable so we left her a voicemail message stating that we have issued a credit in the amount of $back to her credit cardMs [redacted] is aware that it could take to business days for the credit to appear on her statement.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

July 13, The Consumer contacted the Revdex.com because she made a payment to her son's father's trust account and the payment did not post to the accountWe investigated this complaint and contacted Ms***- [redacted] via telephone and explained to her that our records show that there were payment attempts on June 30th and due to a computer malfunction one payment was rejected and the other payment that was authorized did not apply to the inmates accountThe $payment that was authorized but did not post to the inmates account has been credited back to Ms***- [redacted] 's credit 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 [redacted] Agency Complaints

December 7, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she paid $via GTL’s ConnectNetwork website for text messaging and she states that the $did not get credited to the correct account.We investigated this complaint and determined that the correctional facility where the inmate currently resides, GTL does not offer the text messaging service [redacted] actually purchased Debit Links for the inmate which he can use to purchase music and e-mails.We have made several attempts to contact [redacted] via telephone and e-mail and as of today we have not heard back from her.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 aboveThe Consumer contacted the Revdex.com because she has been receiving unsolicited calls from an inmate in a correctional facility that GTL is the service provider forMs [redacted] does not know anyone in prison or jail so she would like to have her telephone number blocked from receiving these callsWe investigated this complaint and contacted Ms [redacted] via e-mail and informed her that per her request we have blocked her telephone number, ###-###-#### from receiving calls from all correctional facilities that GTL is the service provider forGTL 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 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 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on February 17th she requested a refund and the refund has never been processed.We investigated this complaint and contacted [redacted] and she informed us that that she requested a refund for her Mother-in-laws telephone number since she was the one adding funds to the accountHer Mother-in-law lost her telephone and got a new telephone number and she just wanted to the transfer the funds from the old number to the new number [redacted] has already added funds to the new number so she would like the balance on the old number refunded.We verified the credit card that was used on the account and processed a refund in the form of a credit back to her credit card [redacted] is aware that it will take to business days for the credit to appear 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 [redacted] Agency Complaints

June 2, 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 charging her $for each call that she accepts from an inmate in The [redacted] Jail.We investigated this complaint and contacted [redacted] via US mail on May 23, and explained to her that our records reflect that all her calls have been billed at no matter how long shetalksWe included a copy of [redacted] s phone records in the resolution letter that was sent to her.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she contacted GTL to inquiry how much it would cost to set up an account to talk to an inmate in a correctional facility that GTL is the service provider forWhen she received her fist call is was more than the CSR said it would be.We attempted to contact Ms [redacted] via e-mail and telephone number unfortunately she did not respond to our request for a call backWe are unable to investigate this complaint because Ms [redacted] neglected to provide her account number and the name of the facility that she is accepting calls fromIf When Ms [redacted] responds to our request for additional information we will reopen this complaintGTL 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

[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] ***

April 14, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she states that GTL removed $from her pre-paid account stating that the account was inactive [redacted] is requesting that the money be put back on her account and reinstate the account to active so she would be able to accept calls from her husband who is currently incarcerated is a [redacted] ***? facility.We investigated this complaint and contacted [redacted] and informed her that we have added the $back to her account and changed the status of her AdvancePay account to active [redacted] stated that was all she wanted us to do.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

[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: Yes they reversed the negative balance on the account, but the additional charge of the amount has yet to be sent back to my bankIm not fully understanding why the delay of sending the charge back to my bank if they have determined that they received the payment rather the system timed out or not.When my funds are returned then I will be satisfied Regards, [redacted] ***

June 9, This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she set up two accounts through [redacted] .com to be able to accept calls from an inmate in a correctional facility that GTL is the service provider for.We investigated this complaint and contacted [redacted] and explained to her that the numbers she provided in her complaint do not have accounts set up with GTLThese numbers are apparently the numbers she purchased from [redacted] .comGTL is not affiliated with this company [redacted] .com is a company that allows people to get cheaper calls, however the customer has to pay them a monthly service fee in the amount of in addition to what they would pay GTL [redacted] needs to redirect this portion of her complaint to [redacted] .com to get the plus refundedOur records show that [redacted] does have two accounts on 436-and 436-The transaction history for these accounts is a follows436-– [redacted] made a payment through OffenderConnect on 02/24/She then transferred those funds to [redacted] on 03/03/because phone number [redacted] was not on the inmatesapproved call list at the correctional facilityOnce the money was transferred [redacted] received successful calls from the inmate from 03/08/through 03/29/[redacted] – [redacted] made a payment on 04/30/through our IVROn 05/13/she requested a refundOn 05/25/she made a payment through OffenderConnect [redacted] has had successful calls on this account up until 05/27/There have been no call attempts since 05/27/14.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

[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: We continue to have the problem with sending and receiving the emails that we have paid for I have sent additional complaints to the company to have this addressed and I was told it was being sent to tech support to find a resolution and with every email that is sent they deduct a credit off of our accounts for sending them and my biggest problem with that is if the other party is not receiving it why are we being charged for the service that is not being providedI do appreciate that they are trying to provide a service for them to be able to communicate with there families but when the service fails to do its job there customer service representatives should be able to look into and try and resolve the problem instead Juan had me on hold more then minutes telling me he only handles payments and problems with the phone so why have the number listed for customer service on the emails account if that is not there jobMy resolution that I would like from this if possible would be credit for the emails not received or credit added to mine and my husbands account for just having to go threw this problem on more then one occasion Regards, [redacted]

we are still in the process of investigating this complaint.? It appears that the person that had the telephone number before Ms [redacted] became the account owner had a write off balancethis is the reason that her account did not validate as a LEC billed accountwe are in the process of trying to get the block removedon 1/28/we added $to see if the line will clear and reactivate it as a LEC accountAs soon as we have the final resolution I will e-mail it to you Sincerely, MsT***

August 17, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she is requesting that the money that is on her existing account be transferred or refunded for the calls she accepts from her husband who is incarcerated in the [redacted] County Jail (FL) that have disconnected prematurely.We investigated this complaint and contacted [redacted] via e-mail and explained to her that account number [redacted] has a balance of $When we attempted to call this number we received a recording saying that this number is no longer in serviceWe have transferred the $$balance from this account to account number 581-In addition we have listened to the calls from June 4th thru August 11th and have issued a credit to the new account in the amount $which represents all the calls that disconnected less than minutesTotal amount Credited to new account was $26.43GTL 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

I had contacted Glenda R [redacted] about this, I do not show any refund for the one refund claimed in July that was processedWhile dealing with GTL previously (before asking Revdex.com to investigate), we had identified the questionable activities to their representative and he steadfastly denied any refunds were owedGTL has processed one of these, thereby admitting they had made a mistake and their representative was in errorI'm claiming the 2nd refund was never received, I'm not going to contest the 3rd "never charged" claim by GTL at this time, as it would significantly slow down the processTherefore, I'm willing to split the difference and accept the one refund still owed to us and disregard the 3rd "never charged" transaction, then the case would be closed