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 responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I did speak with GTL on Saturday or Sunday and hadn't had time to yet document that here I wrote into the Revdex.com because of three failed attempts to get my refund in process The first being a phone call when I learned the funds were no longer in my account and I was told to request the refund by emailing GTLI sent two emails and did not receive any response As stated in the original complaint, I contacted GTL Again and a manager helped me this time and provided a fax It was a week after that fax was sent that I'm told GTL began the processing That is a period of three weeks I was asking for consideration that my credit be processed in a more timely manner than weeks from the date "accepted" by GTL since I have documents to show that I emailed the correct number for the complaint.Also, "Business Days" is what I was quoted before the customer service rep knew I had paid with a check When I spoke to GG (Glenda I think was her name), she assured me I would have payment around the week of Thanksgiving.I am okay closing the complaint but I would like one last response to go back to the business for consideration.It is a very frustrating situation having a loved one incarcerated We are without income and physical support and it cost families a lot of time, energy and money to maintain contact with our loved ones We appreciate the ability to have prepaid accounts but do understand that there is a whole industry that profits from our loved ones bad decisions and the suffering the family endures during their incarcerations I would like the business to look at their business practices concerning "business day" processing times of refunds, and that no notice is posted on the website under their terms and conditions, at least I was unable to locate this Had I read this, or if notice was posted when payments are made, I may not have felt the need to come to the Revdex.com I would recommend that you create auto res ponders when your company is emailed so the families know that their communications were received Also, when the communications fail to reach the business and they are properly sent in, place such requests in line with others received at the same time GG was awesome - very friendly, unlike the front line customer service reps that I have spoken with at GTL - I have found them to be rude and unhelpful
Regards,
*** ***

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*** Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he is requesting a refund for video visitation visits with an inmate that was in the Pima County Adult Detention Center that had been cancelled because of technical
issues.We investigated this complaint and determined the following refunds for the video visitations have been processed.Visit #*** was credited back to Mr*** Credit card on October 19th Visit #*** the refund request was submitted on July 23rd Visit #*** this visit was cancelled before it took placeMr*** bank would have received a notice to remove the hold on his card for preauthorizationNo money would have been taken from 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,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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:Their policy is to not refund dropped calls from cell phones because they can not determine if it was a dropped call
It is really easy If the call is disconnected and they call right back do not charge them the very high connection again.
They end of charging this fee three four five timesRidiculous
I paid the $so if I call and tell you calls are being dropped then that should be enough
I should not have to call each of those numbers and then they call you to tell you what I am telling you already
I would not have to file a complaint if you took care of the inmates complaints in the first place
It is ridiculous how many hoops you make us jump though
He called me and gave me the numbers I gave them to them
They called back and said they each had to contact them
I am rejecting itYour answer and service is not good enough
Regards,
*** ***

March 18, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she has been receiving automated calls from GTL extremely early in the morning advising her that her account balance
is low and the account needs to be funded if she would like to continue to receive calls from an inmate*** *** would like these calls to stop.We investigated this complaint and contacted *** and apologized to her for the timing she is receiving the automated recording advising her of the low balance on her GTL accountThe recording is set up to only call the account number between am to pm in the time zone that is associated with the account numberSo if *** *** lives in a different time zone than the account, the automated calls will not fall into the am to pm timeframe*** *** has the option to receive the low balance reminder by e-mail rather than the automated telephone message by going to www.OffenderConnect.com.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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because his account number was set up incorrectly so he is unable to accept calls from an inmate in the Douglas County JailHe has contacted GTL several times to correct the
account number and it still has not been changed.We investigated this complaint and we have corrected the account number from ###-###-#### to ###-###-####We have made several attempts to contact the consumer via telephone and e-mail advising him of the correctionAs of today, we have not heard back from the consumer.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 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*** 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*** 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 for.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

Per the ** *** website with regards to the commissary account:
OFFENDER COMMISSARY - The offender may purchase telephone debit account credits at the prison commissary, using funds from his offender personal account
GTL does not have a contract for ** ***'s commissary business

February 16, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she tried to add money to her AdvancePay account and her card was declined timesThe payments were deducted/pending from her bank account which caused
her account to be overdrawn.We investigated this complaint and discovered that the payments in question did in fact decline in our systemOnce a payment declines GTL does not go back and re-process the paymentMsEmily needs to contact her bank to release the funds.We called and spoke to customer and she called her bank on a way and they are requesting that GTL put it in writing that we will not collect on those funds and they will put it back to her accountGTL Faxed the letter yesterdayWe called the customer back and she informed us that her bank has placed the money back to 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 TAgency Complaints

January 16, 2017The Consumer contacted the Revdex.com because she is requesting a refund in the amount of $because when she made a payment she pressed the "submit" button several times when making her deposit.We investigated this complaint and made several attempts to contact ***
*** via telephone, unfortunately, she did not return our request for a call backWe e-mailed *** *** and informed her that a refund in the amount of $has been issued in the form of a Credit back to her Credit card that she used to make her deposit*** *** was advised 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 contact me directly.Sincerely yours,Kathi T*** Agency Complaints

A trouble ticket has been issued for this complaint to determine why the consumer's calls are disconnecting prematurelyAs soon as we have the results I will send a resolution letter for this complaint

June 1, This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because some of the calls she receives from her son who is an inmate in a correctioal facility that GTL is the service provider for will not
connect.We investigated this complaint and contacted *** *** via telephone on May 29th and she informed us that the problem is that the recorded prompts sometimes does not allow her to press the option to answer her son's callWe advised *** *** that it is her son's responsibility to report all telephone issues to the facility and the facilitator will schedule a Technician to be dispatched to the facility to investigate the problemin addition we advised her that she could avoid paying the credit card processing fee by paying with either a check or money order, there are no fees attached to these payment optionsA a onetime courtesy we have issued a credit in the amount of $to *** ***’s account for a call that disconnected prematurley on May 1stGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,
Kathi TAgency Complaints

April 30, 2015This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because he is requesting a refund for calls that he receives from the *** *** Correctional facility that disconnect prematurelyWe
listened to the recording of *** ***'s calls from April 2nd through April 16th and all of the calls lasted at least minutesOn some of the calls the telephone line disconnected om *** ***'s end and the inmate was still on the phoneWe have sent *** *** e-mails requesting the dates and times of the calls that he said disconnected prematurley so we could have a technician listen to the calls to determine if in fact there is an equipment issue at the facility.As of today *** *** has not responded to our e-mails.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
Agency Complaints

August 4, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he is requesting a full refund of his AdvancePay account remaining balance that he had established to accept calls from a family member in the
*** *** Correctional facility.We investigated this complaint and contacted *** *** and asked him if he had received the previously submitted refund in the amount of $and he advised yes he didWe informed *** *** as a onetime courtesy we have waived the refund processing fee and have issued him an additional $back to his Credit 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 TAgency Complaints

April 25,
The Consumer contacted the Revdex.com because someone else assumed her account number to accept calls from an inmate in the Washington State PenitentiaryMs*** is requesting the balance on her old account transferred to the new accountWe investigated this complaint and contacted Ms*** via telephone and informed another person's name did in fact appear as the account owner on account # ###-###-#### however the address listed belonged to Ms***We have transferred the remaining balance in the amount of $to account ####-###-####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***
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*** *** is
requesting that GTL release the funds back to her card.We investigated this complaint and contacted *** *** 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 *** *** 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*** Agency Complaints

September 12, 2016The Consumer Contacted the Revdex.com because some of the calls she receives from her Fiancé who is currently housed in a correctional facility that GTL is the telephone service provider for have been disconnecting prematurelyMs*** is requesting a refund for these
calls.We investigated this complaint and contacted Ms*** via e-mail and informed her that we have listened to the recordings of her calls and determined that some of the calls did in fact disconnect prematurelyWe have issued a credit to her AdvancePay account for the dropped calls from 6/01/to 9/04/In addition we provided Ms*** with copies of her calls 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*** Agency Complaints

October 27, 2016The Consumer rejected our original response because she insists that the $payment that she made via the kiosk never posted to her husband's account.We investigated this issue further and contacted the PA DOC headquarters for their assistance with this investigationThe PA DOC contacted Ms*** and she confirmed that that she sent her husband the following:$on 9/$on 9/$on 9/27Ms***'s husband got a receipt but says that it did not indicate that the $was from the Kiosk so that is why she believes that her husband thought he did not receive it.The PA DOC indicated that they have an interface from GTL to JPayShe agreed that her husband did get it and that the interface may have Confused him.| informed her that this was not a GTL issue that this was a DOC issue and that we would be investigating why it took week to get on the accountThe PA DOC assured her that they would respond back to her as to the findings.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

white-space: pre-wrap;">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 incorrectWe investigated this complaint and contacted Ms*** via telephone and advised that the rate she is charged is the correct rateMs.*** 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 appearanceGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely,
Kathi T***
Agency Complaints