Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above. The Consumer contacted the Revdex.com because she requested a refund of the remaining balance on her account and has not received it yet. We investigated this complaint and contacted Ms*** via e-mail and
informed her that our records show that she called in to request a refund on August 16" Ms*** was informed at that time that she needed to allow days for the refund to be processedMs*** said that would be finedays from August 16" would be September 16" The refund was processed in the amount of $on August 30" in the form of a credit back to Ms***'s Credit cardMs*** needs to 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

[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: Not a single person I spoke with at GTL informed me I could use the offender connect website to stop the early morning calls In fact...when I first complained I was actually informed that the company could NOT be calling me with an automated system, as they do not do that...this is information leading me to believe the employees are either poorly informed...or lyingThey have been continually dismissive and lack any sort of ethics as is obvious in my correspondence with them I could happily forward all the emails I have sent and received, including the list of charges over $for the calls I have NO choice but to receive through their serviceThe American Civil Liberties Union took this company to court for their ridiculous rates(I am paying almost $for a minute phone call) but as I am in Canada, they have not changed the international rates I am receiving the calls from NJ (EST zone) but live in BC (PST zone)Whomever set up the system and cannot reprogram it, did not even consider time zones when developing the system of automated reminder calls and I think everyone can agree, that in itself is absurd For a company that brags shamelessly on their own website about the profits they can make for prisons...the way they treat the customers whom are forced to use their services is disgusting
Regards,
*** ***

February 13, 2017The Consumer contacted the Revdex.com because she has been unable to accept calls from her fiancé who is currently incarcerated in the *** *** ***.We investigated this complaint and contacted *** *** via US mail and explained to her that per our
investigation we discovered that *** *** reported fraud on this account and the money that she had already used was refunded back to her on 5/6/in the amount of $and Since she was refunded for payments already used it left her account with a negative balanceIn order to clear the matter, *** *** will need to send a Money Order or *** *** in the amount $plus whatever credit amount to receive calls.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

[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 on May 01, he made a $payment to an inmate’s commissary accountThe funds were applied to the inmate’s debit account instead*** *** would like the funds
transferred to the inmate’s commissary account.We investigated this complaint and contacted *** *** via telephone and explained to him that the option he chose when making his payment was the inmate’s debit phone account not his commissary account*** *** advised the CSR that he spoke with that our system is very confusing to useWe explained that for future commissary payments he needs to select “Trust” payment and to add funds to the inmate’s Phone account he needs to select “Pin Debit”Upper management approved a $refund in the form of a credit back to *** ***’s credit card as a onetime courtesy.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 with regards to her credit card payment being declined, the calls she receives from an inmate in the *** *** Correctional facility disconnect prematurely and the rates she is
charged to receive calls from the inmate.We investigated this complaint and contacted the Customer via telephone and explained to her that the rate of $per minute is the correct rateShe is only billed for the actually time she is on the phone with the inmateSince the customer did not provide the dates and times of the dropped calls we were unable to investigate this portion of her complaint to see if a refund was due to the customerWith regards to her declined payment we explained that it is her financial institution that determines the amount of time it takes for the funds to be released back into her account not GTLGTL advises customers to allow to business days for the funds to be released.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

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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she accidently made a $payment to GTL When in fact the $payment should have been applied to her VAC account.We investigated this complaint and contacted Ms*** and
informed her that the $payment was transferred to her VAC accountThe payment posted to her account on August 1st 2016.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

December 12, 2014Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because someone stole her credit card and used $to set up an account with GTL to talk to an inmate in the **
*** *** Facility.We investigated this complaint and contacted *** *** and advised her that we have issued a $credit back to her credit card and to please allow to business days for the credit to appear on her credit card statementGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours,
Kathi T
Agency Complaints

January 26, 2017This letter serves as a formal response to the complaint listed above.The Consumer Contacted the Revdex.com because she states that numerous times GTL has taken money from her card and when she called to ask to have her money put back on her card they disputed it and said
she had been advised several times in the past that she was not allowed to use a debit/credit card to make payments on her AdvancePay Account.We investigated this complaint and determined that *** *** account # *** *** is currently blocked due to the Customer's Continued use of Credit/debit card payments to make deposits after being advised that GTL will no longer accept this form of payment due to a chargeback she file with her bank on October 11th When we spoke with *** ***'s she originally denied the fact that she was told that she could no longer use a credit card to make payments on her account*** ***'s then stated that she didn't realize that not being able to use a credit/debit card would be permanentThe CSR that spoke with *** *** once again informed her that per GTL policy once an account receives a chargeback the only payment options allowed are *** ***, Money Order or a check*** *** made a payment on October 14th via *** ***On October 16th *** *** made a payment with a credit card so her account blocked again*** *** made another payment on January 22nd with a credit card againThis payment was credited back to her credit card on January 23, We advised *** *** in the Conversation that her account will be blocked permanently in the event she attempts to use a credit card againGTL 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

November 4, 2016The Consumer contacted the Revdex.com because she requested a refund of the balance on her account on September 9th and has yet to receive the refund.We investigate this complaint and expedited the refund process for a check in the amount of $We attempted to
contact Ms*** with this resolution; unfortunately she was not available.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

December 1, 2016The Consumer contacted the Revdex.com because she continues to have issues send and receiving e-mails from her husband.We have had zero issues with sending and receiving messagesAll messages in and out of PA DOC facilities are subject to a delay and approvalIt seems that on the Weekends this delay is much greater, this may be due to staffGTL does not hold and/or reject messages, PA DOC facilities doWe have researched the ConnectNetwork user account along with the inmate account and we have found zero errorsAll ConnectNetWork issues need to be address On the Website: https://*** ***/ or via Customer Service ###-###-####.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***

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

January 13, Dear *** ***
This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she felt that she was getting the run around from everyone at GTL that she spoke with regarding her billing
issues.We investigated this complaint and contacted *** *** and apologized for her negative experience with GTL's customer service representativesThe supervisor of our customer service has been made aware of her experienceWith regards to her billing issue, it appears that *** *** attempted to add over $to an inmate's trust account over a short period of timeSince she was doing back to back payment attempts this caused a lot of her payments to show as "pending transactions"In addition we explained to her that when she adds money to the inmate's trust account it is like making payments to his bank account and we can't refund or tell her the available balance on his accountIf the inmate chooses to transfer money to his phone account, he may do so and be able to call *** ***.The CSR, Janice B*** that provided this resolution to *** *** gave her direct telephone number should she have any additional problems in the future.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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has an AdvancePay Account with GTL to be able to talk to an inmate in the Allegheny County Jail (PA)Ms*** contacted GTL to help her reset her passwordHer
password has not been reset.We made several attempts on 8/2, 8/and 8/to contact Ms*** via telephone to assist her with changing her passwordEvery time the CSR identified herself as a GTL representative, whoever answered the call would immediately disconnect the callIn addition we sent an e-mail to Ms*** on 8/and never received a response.Our records show that the last call attempt from the inmate was on August 4thThere is a possibility that the inmate has been released and Ms*** no longer needs GTL's services.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 14, 2016The Consumer Contacted the Revdex.com because she received an automated message from GTL saying that there were not enough funds in her account to accept a call from an inmate in the Wayne County Correctional facility (MI)Ms*** added $so she could accept the callShe contacted GTL and was informed that GTL is no longer the telephone service provider for the Wayne County facilityMs*** is requesting that her $payment be refunded.We investigated this complaint and contacted Ms*** via telephone and e-mail and explained to her that a refund was processed in the form of a Credit on September 13th back to her credit card that she used to make the paymentMs*** is aware that it could take to business days for the credit to appear in 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 T*** Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because there were unauthorized charges on his credit card to accept calls from an inmate in the Alameda County Santa Rita JailMr*** is requesting a refund of the
charges.We investigated this complaint and contacted Mr*** via E-mail and explained to him that unfortunately the charges were made via his debit card to his girlfriend's account and GTL considers this "Friendly Fraud"We have placed a block on account # ###-###-#### to prevent any further chargesMr*** will need to dispute the charges with his financial institution.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

Attached is the resolution letter to this complaint.Corporate Headquarters Operations Center*** *** *** *** *** *** Reston, VA 20190*** *** *** *** *** *** Mobile, AL 36602December 3, 2015Global Tel* Link Corporation www.gtl.netRevdex.com Of The Metropolitan Washington DC and Eastern
PennsylvaniaK Street NW, 10" Floor Washington, DC 20005-3404RE: *** * *** Revdex.com Complaint ID# ***This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she paid $to set up an AdvancePay account so she could receive calls from an inmate in a correctional facility that GTL is the service provider forThe account was never used and she is requesting the $be refunded.We investigated this complaint and contacted MsJohnson-Lee via US mail and informed her that the $refund has been processed in the form of a credit back to her credit card that she used to establish the AdvancePay accountIn addition we advised her to please allow to business days for the credit to appear back 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*** Agency Complaints

January 5, 2015Dear *** ***
This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because on several occasions the calls she receives from an inmate in a correctional facility that GTL is the service
provider for have disconnected prematurely*** *** is requesting a refund for the disconnected calls,We listened to the recordings of some of *** ***'s calls and we determined that the calls disconnected due to a lot of back ground noise and clicking soundsWhen this happens the calls will automatically disconnect because the system is detecting a way call attemptway calls are not allowedThere is no refund due to *** *** at this timeWe have made several attempts to contact *** *** via telephone and she has not returned our callsThis resolution was sent to *** *** via e-mailGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi TAgency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because made a payment to his AdvancePay account in the amount of $so he could receive calls from an inmate in The ** *** Correctional facility (MI) and an inmate in The
*** *** *** *** Correctional (MN)*** *** states that GTL deducted the payment from his debit card but the funds were never applied to his account.We investigated this complaint and contacted *** *** and explained to him that the $payment actually declined in our system because of the mismatched address (MN) and his telephone number (MI)*** *** bank had not released his payment back to is debit card accountMsB***, the CSR supervisor that investigated this complaint contacted *** *** bank and was advised by the bank that their hold time for pending payments is dayIn addition, his bank informed us that if we faxed them a letter on GTL’s letterhead explaining the issue, the customer’s name, credit card information, amount of the transaction and the authorization code they would release the funds back to GTL to be applied to *** *** AdvancePay accountWe sent all of the information to the bank; however, *** *** opted to have the $released back to his debit card account not his GTL AdvancePay accountCurrently *** ***’ s AdvancePay account has a $balanceGTL 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