Global Tel* Link Corporation

November 17, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she was trying to add money to her AdvancePay accountShe made payment attempts in the amount of $each and was told that the payments declined in our systemWhen she checked her bank statement both payments were deducted from her bank account [redacted] is requesting a refund.We investigated this complaint and contacted [redacted] via telephone and explained to her that the payments are pending with her credit card provider not GTLWe have no control over when the bank will release the funds back to her account [redacted] informed us that she spoke with her bank and they advised her that the funds would be released back to her account by midnight November 17, In the meantime, we have issued a credit in the amount of $so she would have enough money on her account to accept a callOnce the funds have been returned to her account we suggested that she contact the CSR that resolved this issue and she would assist her in making a payment.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

We have attempted several times to contact Mr [redacted] by telephone and e-mailwe need additional information from the consumer to resolve this complaintTo date we have not had a response from the customerIf/When the customer contacts us we will further investigate this issue

November 2, The 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 payments Ms [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 futureGTL 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

Complaint: [redacted] I am rejecting this response because:While the response received is via regulation, it is not what actually occurredMy brother was told that he had to take the damaged tablet anyway and that he had to file a complaint at a kiosk within the prisonIf the tablet had not been received cracked, he would never have been told that by the COThank you for your assistance Regards, [redacted]

[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]

Dear [redacted] This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com on behalf of [redacted] who is incarcerated in the [redacted] Penitentiary for a $refund to his PIN Debit account for dropped and lost calls.We investigated this complaint and contacted [redacted] and she provided us with telephone numbers that the lost and dropped calls occurred [redacted] did not know if the telephone numbers were cell phones or landlinesWe were able to determine that of the telephone numbers that she provided were actually cell phone numbersGTL's cell phone policy is “Cell phone accounts are created at the customers own riskGTL does not guarantee service to cell phones”We further explained to [redacted] that she is not the authorized user on any of the telephone numbers that she provided, therefore she will need to have the actual account holders contact GTL to further investigate this complaint GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely 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.? Regards, [redacted] ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she received a call requesting her to set up an account so she could receive calls from an inmate in a correctional facility that GTL is the telephone service provider for.We investigated this complaint and contacted [redacted] via telephone and explained to her that we could only provide her with the facility where the calls originated from; unfortunately, we are notable to identify the name of the inmate [redacted] was not satisfied with this resolution and became very arrogant with the CSR that contacted herWe tried to explain to her that it is a possibility that the inmate dialed her telephone number in errorWe offered to add [redacted] telephone number to GTL's do not call list in which she replied "that's not what I asked and your company needs to provide more information" [redacted] then stated that she has spent way too much time on this issue and disconnected the call.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

July 7, Dear ***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 a call that disconnected prematurely on June 16th from the [redacted] Correctional facility.We listened to the recording of the call in question and determined that the call disconnected per ***’s three way call attempt to a number provided by the inmate in the conversationGTL does not allow three way call attempts; therefore the system terminated the call** [redacted] informed us that the inmate would be released on July 23rd and is able to use the jail phone so she no longer needs GTL’s servicesAs a courtesy we have waived the $refund processing fee and have issues a credit of the remaining balance on her account in the amount of $back to ***’s credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

September 29, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because [redacted] was advised by GTL that if she would like to continue to receive calls from an inmate in the [redacted] Correctional Facility (TN) she would have to set up an Advance Pay account [redacted] would like to continue to have calls billed to her LEC.We investigated this complaint and contacted [redacted] via e-mail and explained to her that when a customer exceeds the velocity threshold we ask the customer to set up an AdvancePay account.The velocity thresholds are not set forth by her Local Exchange carrier but by where the call originates from - GTL's phone platform at the facilityCustomers like herself that receive a high amount of calls within various interval could be subjected to opening a AdvancePay account that needs to be funded through various channels (e.gcheck, money order, Credit cards)This practice in standard in the industry and there are hundreds of thousands of customers utilizing this service every monthAnother option would be that [redacted] Could fund the inmate's debit account.For more information about telephone calling plans [redacted] can go to the TN DOC websiteShe will be able to see that LEC billing is no longer an option.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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made a deposit on December 8"‘ andwas charged twice, one transaction was approved and the other was declined.We investigated this complaint and contacted Ms [redacted] via telephone and explained to her that the fullpayment of $did in fact post to her husband's accountHe had used some of the funds he alreadyhad so he did not have $prior to her $paymentIn addition, we explained to her that becauseshe used a pre-paid credit card the bank takes longer to release the funds back to her account.GTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directly.Sincerely yours,Kathi T*** Agency ComplaintsGTL

This letter serves as a formal response to the complaint listed above.Corporate Headquarters [redacted] Reston, VA 20190Operations Center [redacted] Mobile, AL 36602April 12, 2016The Consumer contacted the Revdex.com because he feels that the $credit card processing fee should not be so high.We investigated this complaint and contacted Mr [redacted] via e-mail and informed him as a time courtesy we have issued a credit back to his account for of the feesIn addition we provided him the address if he chooses to mail his payment by check or money; there are no fees attached to these payment options.The United States Court of Appeals for the District of Columbia Circuit issued a partial stay of the FCC Order and in pertinent part, stayed implementation of the rates set forth in the FCC Order.In order to be in compliance with the FCC ruling regarding ancillary service fees, beginning June 20th the new fee will be $per transaction when making a payment via the IVR or on GTL's website.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, 2016The Consumer contacted the Revdex.com because she states that the rate and fees she is charged to accept calls from an inmate in the Ventura County Todd Road Correctional Facility isoutrageously highMs [redacted] is requesting a refund.We investigated this complaint and contacted Ms [redacted] and explained to her that her current rate she is charged to accept calls from the inmate is the correct rateMs [redacted] 's calls are billed at $for the 1st minute and $for each additional minuteMs [redacted] resides miles from the correctional facilityMs [redacted] can avoid paying the credit card convenience fee if she adds money to her account using a check or money orderThere are no fees attached to these payment options.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 added funds to her AdvancePay account so she could accept calls from an inmate in a [redacted] Corrections FacilityShe states that GTL charges different fees every time she adds money to her account.We contacted [redacted] *** via e-mail and explained to her the following:As you may or may not be aware, the FCC Order (15-136) allows providers to pass third-party financial transaction fees to end users with no additional markup.In light of FCC changes in the regulation of transaction and payment fees, it is now necessary for us to pass along the costs (3.25%) that the credit card processors charge GTL to process credit cards used to make payments and deposits separatelyThe fee charged for the use of Automated Payments through the Web and IVR is $or $when you select the use of a Live Operator, plus the third-party financial transaction fee of 3.25% of the deposit amount for credit card processing.The new regulations require these fees be identified and treated separately.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

We investigated this complaint and attempted to contact Ms [redacted] via telephone; unfortunately she was unavailable so we left her a voice message stating that her refund has been processed in the amount of $in the form of a check and that she needs to allow business days for the check to be deliveredby US 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

[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: GTL has NOT reset my account so I can accept collect callsA MsA [redacted] has been emailing me and the thing is game for them to make more moneyI have started paperwork for the Attorney General to investigate this practice Regards, Mr [redacted] ***

December 16, 2014This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on October 27th she was unable to make a payment on her account via the GTL website or the IVR because the system was down*** [redacted] was forced to go to [redacted] to make a payment [redacted] feels she should be compensated financially for this inconvenience.GTL sincerely apologizes for the inconvenience of the short time that our system was unavailable to make a payment caused [redacted] ; however our records show that [redacted] did in fact make a payment in the amount of $via our website on Oct 27th (35:PM.We had contacted [redacted] on November 24th to discuss the resolution of her other Revdex.com complaint that she filed prior to this one (Revdex.com # [redacted] ) which we advised her that we would close her account as she requested and that we would waive the $refund processing fee and issue a credit in the amount of $back to her credit cardThe CSR that spoke to [redacted] asked if there was anything else that she needed GTL to do and she replied "no"It is unclear why [redacted] did not mention the problem that occurred on October 27th when she talked to the GTL representative on November 24th and had the opportunity to discuss the problem at that timeInstead [redacted] chose to file a complaint with the Revdex.com on December 3rd 2014.Based on [redacted] 's call records it is possible that the inmate has been released since there haven't been any call attempts since mid-November and she closed her accountIt appears that [redacted] will no longer need GTL's services.There will be no financial compensation given to [redacted] at this time GTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours, Kathi T 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: 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]

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up accounts with GTL to be able to talk to her husband in the Trumbull County Jail (OH)Ms [redacted] no longer needs GTL’s services and she has been unable to get the remaining balance on her accounts refunded.We investigated this complaint and contacted Ms [redacted] via telephone and informed her that we have issued a refund in the form of a credit to her credit card in the amount of $for account # [redacted] ***Account # [redacted] was in her brother in law’s name, [redacted] ***Mr [redacted] contacted GTL and we issued a credit back to his credit card in the amount of $for his 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

August 4, 2014Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on July 25th she made a $payment and when she checked her account balance it showed only $was added to her account.We investigated this complaint and contacted [redacted] via e-mail and explained to her that prior to processing a credit card payment the recorded prompts advises the customer that applicable service fees will be applied to this paymentThe service fee is $for each $transactionThis fee can be avoided by paying by check or money orderThere are no fees attached to these types of payment methodsThe rate [redacted] is charged for each call is billed @ $for the first minute and $for each additional minuteGTL 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