Global Tel* Link Corporation

November 12, 2014Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on February 10th she contacted GTL and requested that her account be closed and a refund of the remaining balance on the account [redacted] has never received her refund.We investigated this complaint and contacted [redacted] via telephone on November 11th and apologized for the delay in processing her refundA refund check in the amount of $will be issued and mailed on November 17th [redacted] was advised to please allow to businesses to receive the checkGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi TAgency Complaints

August 7, 2015The Consumer contacted the Revdex.com because the calls she would like to accept from an inmate in a Georgia Department of Corrections facility will not connect.We investigated this complaint and contacted [redacted] via e-mail and informed her that a trouble ticket was issued to our tech support department on July 29thThe issue has been corrected and the calls are completing for the full minutesThe CSR that investigated this complaint provided [redacted] with her direct telephone number should she experience additional problems in the future.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 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 [redacted] 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 [redacted] ’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 [redacted] Agency Complaints

April 11, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has been unable to access her on-line account to make a payment.We investigated this complaint and determined that [redacted] needed assistance with a password reset to access her account [redacted] ’s password has been reset and she sent us an e-mail saying that her issue has been resolved.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

January 16, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because in September she made a payment to her AdvancePay account and her payment was deducted twice from her bank account [redacted] requested that one of her payments be credited back to her credit card [redacted] ***’s account is currently blocked from receiving calls.We investigated this complaint and contacted [redacted] via US mail and explained to her that our records show that the duplicate payment has already been credited back to her bank account via her bank because she contacted her bank before she contacted GTLOnce fraud is reported to her bank and they add the funds back to your bank account she can no longer make payments to her AdvancePay account in our system using a credit cardThe duplicate transaction took place on September 1st and [redacted] did not contact our call center until November 18th The chargeback from her bank posted to her account on September 14th [redacted] made another payment on December 26th and that payment was refunded on January 9th [redacted] ***’s current balance is negative $ [redacted] no longer has the option of adding money to her AdvancePay account using a credit card due to the chargeback [redacted] can add funds to her account using a check or money order.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

I used this site to get money to my dad to leave him money while he is awayI have put $onto his account and for some reason, they can't track itThey lost itThey lost my moneyI have been playing many run around games for this companyI think it is absolutely insane that they are supposed to be a trusted company, yet they aren't ever responsible for anything that is lost because the "Money is property of the offender." I have checked multiple times to see a transaction list, and nothing showsMy dad says he has never received anythingI have called on multiple occasions to track the funds or see if I could get a refund and I keep getting told it is nonrefundableWhy is it nonrefundable? I have also asked his question many times, and the company continually avoids to answer this questionI have sent requests for a transaction list, and never gotten anything backI have done everything that I can on my end of the spectrum

May 18, 2015This 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 the [redacted] Correctional Facility are not connectingWe investigated this complaint and contacted [redacted] via telephone on May 18th and explained to her that the calls were not connecting to account [redacted] because this account number was not approved on the inmate's allow list [redacted] requested that we transfer the funds from [redacted] to account [redacted] This number is on the inmate's allow list.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

The Consumer contacted the Revdex.com because she set up an AdvancePay account to be able to accept calls from an inmate in a TN Department of Corrections facilityMs [redacted] was told that she could not transfer the money on her AdvancePay account to the inmates phone account so she requested a refund of the balance in her AdvancePay AccountWe investigated this complaint and contacted Ms[redacted] via telephone and explained to her that since she used her new credit card in our system when she made the $payment we were able to credit the balance on her account in the amount of $back to her credit cardMs [redacted] is aware that she needs to allow to business days for the credit to appear back on her 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made payments totaling $thatwas supposed to go to inmate [redacted] commissary accountThe payments posed to [redacted] telephone account.We investigated this complaint and contacted [redacted] ? via e-mail and explained to her that the depositswere applied to telephone account [redacted] The correct account for [redacted] We have removed the funds from the incorrect telephone account and have processed a refund in the formof a check for $Once the check request is processed it will be mailed to [redacted] ***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 [redacted]

I have a loved one incarcerated and the calls keep getting droppedThey are already expensive enough for only a min phone call but it charges me everytime even when the call is dropped and I've only been on the phone a few secondsI've called and spoken with someone but all they can tell me is that it was my fault the call was disconnected and I won't be refunded the cost of the callI find it odd that it was my fault the call was disconnected but they could not tell me how it was my faultI have a call recorder on my phone and if my phone dropped the call the call would just end but instead all you can hear is me saying helloThis is a ripoff because they are the only way you can talk to your incarcerated loved one and they know this

March 22, 2017This letter serves as a formal response to the complaint listed above.The consumer contacted the Revdex.com because he made a payment to his AdvancePay account and the money was withdrawn from his credit card but was never applied to his AdvancePay account.We investigated this complaint and contacted [redacted] via telephone and explained to him that the payment applied for the 2nd transaction but declined for the 1st transaction [redacted] called his credit card company while we were still on the phone and they confirmed that the $was put back on his credit card on February 24th 2017GTL 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

December 9, 2014Dear [redacted] This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she is requesting a refund for the calls she receives from an inmate that have disconnected prematurely.We attempted to contact [redacted] by telephone and an e-mailWe need to explain to her that the account number that she provided in her complaint has had no call attemptsIn addition our records show that we processed a $refund back to her credit cardIt is possible that [redacted] has another account set up with GTL however; if she does not respond to our request for a return call or reply to our e-mail we have no way of knowingWe gladly reopen this complaint when/if we hear back from [redacted] GTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours, Kathi TAgency Complaints

February 19, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she purchased Debit Links for an inmate in the [redacted] Correctional Facility so the inmate could purchase musicShe found out after she made her purchase that the music feature is not available at this facility.We investigated this complaint and contacted [redacted] via telephone and informed her that we have processed the refund in the amount of $back to her credit card [redacted] is aware that she needs to allow to business days for the credit to appear on her 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 [redacted] Agency Complaints

July 18, 2018This letter serves as a formal response to the for the complaint listed above.The Consumer contacted the Revdex.com because she no longer needs her AdvancePay account to talk to an inmate in the [redacted] Correctional Institution because GTL is no longer the telephone service provider for this facility [redacted] is requesting the balance on her account refundedBoth of the CSR’s that she spoke with would not process the refund because the account was not in her name.We investigated this complaint and contacted [redacted] via e-mail and explained to her that the previous CSR’s that she spoke with were correct in saying that since she was not the account owner they could not process her refund [redacted] provided the CSR that was investigating this complaint with the last digits of her credit card that was used for the last payment on this accountA refund in the amount of $was processed in the form of a credit back to [redacted] ***’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 TAgency Manager ?" Consumer Experiences

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 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 [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

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 [redacted] via telephone and [redacted] informed us that all she wants is her $deposit back that declined on April 29thWe informed [redacted] 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 [redacted] 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 [redacted] three way to settle the dispute of the Sdeclined paymentWe spoke with Theresa, CSR and she basically advised [redacted] the same information that GTL providedAlso, Theresa advised one minute after [redacted] made the deposit she attempted to process a $payment to GTL and funds were not available [redacted] and GTL thanked the [redacted] CSR for providing update on fund release [redacted] 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 [redacted] 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he made a $payment via GTL's ConnectNetwork website to be able to accept calls from his brother who is currently incarcerated in The Limon Correctional facilityThe payment never posted to his accountMr [redacted] is requesting the $payment Credited back to his credit card.We investigated this complaint and determined that when Mr [redacted] originally set up his AdvancePay account he used ###-###-####When Mr [redacted] made the $payment he entered the correct account number Which is ###-###-####.We contacted Mr [redacted] via telephone and explained to him that the reason the ConnectNetwork system showed that there were no funds available on Account number ###-###-#### was because they were applied to the correct account numberWe offered to refund the $payment, however, Mr [redacted] requested that we keep it on the 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 ???plaints

July 20, 2015The Consumer contacted the Revdex.com because her account was doubled billed in May 2015and she has still not received her refundWe investigated this complaint and contacted [redacted] and explained to her that that the payment that was processed May 18th in the amount of $had been approvedUnfortunately the GTL system controller timed out on the transaction and that is why it did not post to her accountThe system error was on GTL's end and we have investigated the transaction through our payment system CHASE and we were able to determine that we did actually collect the payment.We have placed the $back on her account to correct her negative balanceGTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directlySincerely yours, Kathi T 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 hermistake.We 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 directly.Sincerely Yours,Kathi T