Global Tel* Link Corporation

September 24, 2015The Consumer contacted the Revdex.com because he no longer needed is GTL telephone account so he called to request a refund*** *** was not aware of the $refund processing fee*** *** is requesting that we waive the refund processing fee and
refund the entire remaining balance on his account.We investigated this complaint and contacted *** *** via telephone and informed him that we have issued a credit back to his credit card for the entire balance on his account in the amount of $*** *** is aware that he needs to allow to business days for the credit to appear back on his cardGTL anticipates that this will close this complaint and should you have any additional questions please feelfree 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: ***
I am rejecting this response because: They have not repaired the problemI have had several calls from my son that have not been completedI was told that calls would be billed directly to my telephone but the calls still go through their systemI follow the prompts given by the recording and their system will not complete the callsYes I have been in contact with GTL but they have not repaired their systemAs far as only a few cents on the account this is not trueI have in the past been able to receive calls until the money runs outAt which time my son will call back so that we can add fundsThis is very difficult if the system will not connect the calls so that I can do thisThere have been occasions where the call gets through but when he called to try to put more funds on account the system would not allowI have talked to a Janice A*** who has made attempts to helpShe has credited my account $for problems that I have hadI also talked with a technician from GTL who verified that tones received from my
phones were received correctly by their system but this did not correct problemMy son called three times this morning and none of the calls were connectedI followed the recorded prompts but the system stated that we did not accept the callPlease follow through with this as
they are not correcting the problemMy son is set to be released on January and we need to be able to communicate with him so that we can make plans to get him homeThis phone service does not help in this processThank you in advance for any help that you can provide
Regards,
*** ***

This letter serves
as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com for reasonsWhy was she not informed in advance that there would be a credit card processing fee charged when she set up her AdvancePay account? Why will GTL not issue her a credit to her account for calls that disconnect prematurely?
We investigated this complaint and contacted Ms*** via telephone and informed her that as a onetime courtesy we have issued her a credit for the credit card service fee in the amount of $In addition we listened to her calls and determined that some of the calls did in fact disconnect prematurelyWe have issued her credit for dropped callsThe total amount of the credit that was issued back to her account was $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

November 10,
The Consumer contacted the Revdex.com because GTL blocked her telephone number from receiving calls from an inmate in The Galveston County Jail because her account had a negative balance due to chargebacks on the accountWe investigated this complaint and contacted Susan *** who is the actual account owner and she informed us that her daughter, *** was not aware that the credit card she used to make payments on the account was no longer an active accountWe have added *** ***'s name to the account; however the account remains blocked until the negative balance of $is paid in fullGTL 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

October 18, 2016The Consumer contacted the Revdex.com because she no longer needed her GTL telephone account and requested a refund of the remaining balance on the accountMs*** has yet to receive herrefund.We investigated this complaint and contacted Ms*** via
telephone and explained to her that our records show that when she called in to request the refund the first time the CSR did not verify if the credit Card she used to set up the account was still activeOnce We Verified the Credit card number with Ms*** we processed the refund in the form of a credit back to her Credit cardMs*** is aware that it Could take 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

July 17, 2014Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the calls she receives from her daughter who is an inmate in the *** *** Jail have been disconnecting
prematurelyShe is requesting a refund or her account credited for the dropped calls.We listened to the recording of the calls that were received on 06/30/and have determined that calls disconnected prematurelyWe have credited *** *** account for the calls in the amount of $We contacted *** *** and advised her that it is the inmate’s responsibility to report any equipment issues to the facilityThe facility then contacted GTL to send out a technician to investigate the problem*** *** indicated to us that she was satisfied with this resolution.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

December 9, 2016The Consumer contacted the Revdex.com because she set up an AdvancePay account so she could communicate with her daughter who was incarcerated in The Indiana County Jail (PA)Her daughter has since been released and Ms*** is requesting a refund of the remaining funds
in the account.We investigated this complaint and determined that a check in the amount of $was mailed to Ms*** on November 30th so she should be receiving the check any time nowWe advised Ms*** that if she does not receive the check by December 9th to please contact us and we will stop payment on the original check and send her a new check via overnight 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*** Agency Complaints

March 28, 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 the ** *** *** FacilityThe call never connected but she was
still charged for the call.We contacted *** *** 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.In addition, we provided her with copies of her call/transaction history and the documents show that all of her calls were at least minutes long*** *** is never charged for a call that does not connect.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

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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because the inmate she sends money to was transferred to a different facilityShe would like GTL to transfer the balance on his debit card from the old facility to his debit card
at the new facility.We investigated this complaint and contacted *** *** via telephone and explained to her that since GTL is not the telephone service provider at the new facility we were unable to transfer the balance from the old facility.We have processed a refund in the amount of $in the form of a credit back to *** ***’s 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 T*** Agency Complaints

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 *** *** 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

September 29, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because some of the calls that she receives from an inmate in the *** *** Jail (NY) have disconnected prematurely*** *** would like to be refunded
for the dropped callsIn addition she states that GTL is charging her a higher rate than she is supposed to be charged.We investigated this complaint and contacted *** *** via e-mail and explained to her that we listened to the recordings of her calls and determined that the calls were either a mutual hang up between the inmate and *** *** or the inmate was still on the phone repeating hello, hello and *** *** had already disconnected the call on her endThere is no refund due to *** *** for the calls at this timeTThe rate *** *** is charged for her calls is a rate type which is $for the minute and $for each additional minuteThe rate she is charged is the correct rateWe did determine that on occasions *** *** was charged $for the credit card processing fee when it should have been only $We have credited *** *** account in the amount of $*** *** had indicated that she would like a refund via a check because she thought the inmate would be out by nowOur records show that the inmate's last call was on September 28thIn our e-mail response we gave *** *** the option of a refund or leave the money on her account since the inmate is still calling.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 is requesting a refund of the $payment that she was told declined in GTL's system; however the payment was deducted from her credit card.We investigated this
complaint and contacted Ms*** via telephone and explained to her that the $payment in question on March 15th "controller Time out" was collected by GTLWe have issued a credit back to Ms***'s credit card in the amount of $Ms*** is aware that it could take 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

Please contact Janice B*** at ###-###-#### to assist you with setting up a 3-way call with the call centerThe call center will be able to tell you what documentation you need to have to add your name to this accountJanice can be reached at ***@gtl.net as well

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he has been receiving unwanted calls from an inmate in a VADOC correctional facilityHe has requested that we block his telephone number from receiving these calls.We
investigated this complaint and contacted Mr*** via e-mail and explained to him that in addition to putting a block on his telephone to not receive any more inmate calls, our tech support department blocked his number at the facilities as well.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

September 11, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because some of the calls she accepts from an inmate in the *** *** Detention Center have been disconnecting prematurely*** *** is requesting a refund
for the dropped calls.We listened to the recordings of the calls and determined that calls did in fact discontinue prematurely.We contacted *** *** via telephone and informed her that we have issued a credit to her account for calls that disconnected prematurely in the amount of $7.56GTL 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 17, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on March 25th she made a payment in the amount of $to an inmate’s trust account housed in The *** *** *** ***The payment never posed to the
inmates account.We investigated this complaint and contacted *** *** via telephone and explained to her that the $payment she made was made to her AdvancePay account via the IVR*** *** had accepted calls from the inmate since the payment was made leaving her a balance on her AdvancePay account in the amount of $21.29.Per *** ***’s request we have issued a refund in the amount of $in the form of a credit back to her credit card*** *** is aware that she needs to allow 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 TAgency Complaints

May 2, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made a payment to her GTL AdvancePay account and the payment never posted to her account.We investigated this complaint and contacted *** *** via
telephone and *** *** informed us that all she wants is her $deposit back that declined on April 29thWe informed *** *** the Disclaimer on declined payments which includes the payment is a pending transaction until determined whether GTL will collect the funds or notIn her case the deposit declined per insufficient funds therefore, the payment was not collectedThe CSR that investigated this complaint asked *** *** did she allow her deposit to become available prior to making deposit and she answered “yes “the money was thereFurther advised customer within three to ten business days’ funds will be released back into her accountCustomer advised Bank reimbursed her account for the previous $declined payment due to her dispute and we advised her that charge will come back to GTL as a chargebackCustomer was still quite confused so we allowed her to contact *** *** three way to settle the dispute of the Sdeclined paymentWe spoke with Theresa, CSR and she basically advised *** *** the same information that GTL providedAlso, Theresa advised one minute after *** *** made the deposit she attempted to process a $payment to GTL and funds were not available*** *** and GTL thanked the *** *** CSR for providing update on fund release*** *** advised no one ever mentioned the release of her fundsWe offered GTL BNA to customer so that she could mail future deposits and she refused*** *** advised she did not want to deal with this again and will have inmate contact her via his Debit 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

We contacted *** *** via e-mail on 5/29/requesting documentation from her bank with regards to the fraudulent charges on her credit cardwe are still waiting for *** *** to send us the documentationAs soon as we receive it, I will update this resolution

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she purchased a tablet from GTL for an *** ** * ** *** *** ***The *** has sent in multiple tickets to have the tablet repairedThe *** was told
that he will have to buy a new tablet.GTL has issued an RMA label on 4/13/2017, we have requested this device back multiple times from the facilityWe will put the request in once againWe cannot evaluate the problem if we don’t have the device.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*** *** ***