Global Tel* Link Corporation

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

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

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

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

May 6, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he does not agree with GTL’s ninety day refund policy, cell phone policy, $close out fee and the credit card
convenience fee that is charged when you use a credit card to make a payment on your account.We investigated this complaint and contacted *** via telephone on April 30th and advised him that our records show that we received his initial refund request on February 13th 2013; however due to human error the refund was not processed until January 21th in the amount of $As a onetime courtesy we have processed an additional refund in the amount of $which represents the refund processing fee.Unfortunately even though *** does not agree with GTL’s policies; all policies will remain in effectShould *** need our services in the future, he can pay on his account with a check or money orderThere are no fees attached to these payment methods.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: ***
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,
*** ***

This letter serves as a formal response to the complaint listed above
The Consumer contacted the Revdex.com because several of his inmate calls from the Stillwater Correctional facility have been disconnecting prematurely.Unfortunately we were unable to investigate this complaint because Mr*** did not provide any specific dates, times, area code and telephone numbers of the calls in questionWe have sent Mr*** a letter via US mail requesting this informationOnce/if we receive this information we will be more than happy to investigate this issueGTL anticipates that this will close this complaint at this time and should you have any additional questions please feel free to contact me directlySincerely 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** * ***
Though the letter that I read was correct , in most parts However I was never informed of the $charge to open a $account , nor was I told of the $3.XX charge , each time I accepted a collect call; even though they also charged $per minute afterwards, I will not dispute the charge of $per minute, everybody has to have a living But all other charges I feel are illegal , and they did not inform of such , until after they had my money , and I accepted a call

[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,
*** ***

January 5, 2015Dear *** ***,
This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because the calls she receives from her husband who is incarcerated in a correctional facility that GTL is the service
provider for will not go through.We investigated this complaint and determined that the calls are not connecting because on 12/21/*** *** requested that we close her account and refund the balance on the accountThe refund in the amount of $was processed on 12/30/14.We attempted to contact *** ***; however the phone number that she provided in her complaint would not allow us to leave a voice messageGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours,
Kathi TAgency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she paid $so she would be able to accept unlimited calls from an inmate in The *** *** Prison*** *** never received the service so she is
requesting a refund.We investigated this complaint and contacted *** *** via telephone and explained to her that unfortunately she filed her complaint with the wrong companyGlobal Tel"Link is a company that provides telephone service and equipment to correctional facilitiesWe explained to *** *** that she needs to file her complaint with GlobalTelThis company offers unlimited calling and call forwarding numbers at a discounted rateGlobal Tel"Link is not affiliated with this company in any wayIn addition, We provided *** *** with GlobalTel Contact informationGTL 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 her daughter is currently incarcerated in a VA DOC facility and she made a payment in the amount of $to her telephone account and the payment never posted to her
accountMs*** is requesting a refund.We investigated this complaint and contacted Ms*** via telephone and explained to her that her payment she made via the website posted to her Pre-Paid accountWe have issued a refund in the form of a credit back to Ms***'s credit cardMs*** is aware that it could take to business days for the credit posts 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

August 27, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because When she receives a call from her friend who is an inmate in the *** *** *** Detention Center some of her calls are disconnecting prematurely***
*** is requesting a refund for the dropped calls.We investigated this complaint and contacted *** *** via telephone and e-mail and explained to her that we listened to her calls and determined that some of the calls did in fact disconnect prematurelyWe have issued a credit for calls in the amount of $to *** *** accountIn addition we explainedGTL's cell phone policy which is we do not guarantee service to accounts set up on cell phones.With regards to the service fee, this fee can be avoided by using a check or money order to add funds to her accountThere are no fees attached to these types of 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 TAgency Complaints

March 18, 2015Dear *** ***
This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she set up an account so she could receive calls from an inmate in The *** City jail*** *** was not aware
that the credit card processing fee would be deducted from her $payment*** *** is requesting a full refund because she states that the balance on her account after the credit card processing fee was not enough to accept a call.We investigated this complaint and determined that *** *** did in fact accept calls from an inmate at The *** City JailWe contacted *** *** via telephone and explained to her that prior to setting up an account the recorded prompts state that applicable fees and taxes will applyIt does not give the exact amount of the credit card processing fee because the fee varies for each facilityIn addition we provided *** *** with GTL's payment mailing address so she could pay her account using a check or money orderThere are no fees attached to these payment options*** *** advised us that it would not be necessary to make another payment since the inmate was going to be releasedGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours,
Kathi T
Agency Complaints

November 17, 2016The Consumer Contacted the Revdex.com because he has not been able to receive calls from an inmate in the William Huron Valley Correctional facility after changing his telephone number about a week agoMr*** states that GTL needs to update his account with the
new telephone number.After reviewing Mr***'s account number ###-###-#### we determined that Mr*** requested GTL to transfer the funds on this account in the amount of $to account number ###-###-####The transfer was processed on November 8th Once the transfer was completed account number *** was left with a $balanceMr*** accepted a minute call from the inmate on November 14th on the new 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***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] 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 *** 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: ***
I am rejecting this response because:
Regards,
*** ***

November 9,
The 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*** is requesting a credit for the E-mails
We investigated this complaint and determined the following:
Number of messages sent from Ms***
I am including a printout of the dates and times of the e-mails that have been sent and received by her husbandGTL 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

[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 meHowever I do reserve the right to rescind this if I do not receive the refund as they promised.
Regards,
*** ***

April 12, 2017This 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 LA County (CA) facilityThe money was withdrawn from her bank account
but was never applied to her AdvancePay account*** *** is requesting a refund of the $payment.We investigated this complaint and contacted *** *** via e-mail and explained to her that her payment was never accepted through our bank*** ***’s bank needs to release the funds back to her account*** *** responded to our e-mail on April 11th stating that the bank has released the fund 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

August 10, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up an account to be able to talk to a loved one in the ** *** Correctional Facility (NJ)None of the calls will connect.We investigated this
complaint and contacted *** *** via telephone and explained to her in our investigation we determined that there was a collect call block on account #*** *** due to a U verse feature with ***, this feature was preventing the calls to connectOur records show that the inmate transferred from the *** *** Correctional facility (NJ) with the last completed call on August 4thThe inmate was using his debit card for this call*** *** informed us that she has recently obtained a *** voice telephone number to be able to accept calls from the inmate in the ** *** Correctional facility*** *** set up an AdvancePay account on #*** *** ***As a onetime courtesy we have transferred the remaining balance in the amount of $from account # *** *** *** to account # *** *** *** (the *** voice number).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