Global Tel* Link Corporation

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

[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,
*** ***

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***

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

[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 believe it is a sad reflection of the company that I was unable to get this information until I made a complaint through this procedureThey are taking advantage of consumers in a very vulnerable situation and not providing the information neededThis is a bad business practice
Regards,
*** *** ***

[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: since I filed this complaint I have had many more dropped calls and no reimbursement and they are charging to dollars every time I put money on my account to use their servicethis place needs to abide by the fcc regulations for calls from and to inmatesthey are violating every applicable law and we have started websites for each state to get them eventually kicked out of the prisons as the main phone service provider
Regards,
*** ***

[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:I am blown away by the LIES this company continues to tell I did in fact speak to global tel link customer service already about this issueI was informed that they had changed routers and that the problem with the calls sound going in and out should be fixed nowBut there response here states they have not been able to reach me, which is a LIEAlso they are failing to understand or hear what the issue was that I was havingIt wasn't calls that weren't being connected Calls would connect and I would be talking with the person who called me and suddenly I could not hear them anymoreBut the call was still connected,, just no sound could be heardI would continue to stay on the line because the call was showing as it was still connected and after about a minute or so the sound would return and I could hear the person on the phoneThis was happening while recieving calls from the la county men's central jailThis happens several times , I would say probably at least on different calls it happened and I was charged full price per minute even for the minutes when I could not hear the other person on the phoneI would like to be credited for that time that I was charged for when there was no sound being transmitted through the phone call connection .
And as for being credited separate times,, that never happened as far as I'm aware ofAs far as I know , I didn't notice any credit /or extra phone minutes added to my phone accountIn fact I've had to put money on the account almost daily just to be able to speak to my boyfriend who's in jail, for a few minutes a day.
Regards,
*** ***

May 2, 2016The Consumer contacted the Revdex.com because on April 15th she deposited $to her son *** ***'s inmate account via the kiosk at the Southeastern Correctional facilityOnly $posted to his account.We investigated this complaint and our technical support
department verified that the customer was correct and only $posted to the inmate's accountA refund request in the amount of $will be processed and mailed to Ms***Ms*** needs to allow days to receive the refund check in the 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

From: Revdex.com of Metro Washington DCDate: Wed, Sep 14, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded
message ----------From: *** *** Date: Wed, Sep 14, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I thank you so much. The company refunded my money right away instead of making me wait dayI really appropriate it, and a young lady did call and speak with meThank you*** ***

August 27, 2015This letter serves as a formal response to the complaint listed aboveThe 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 explained
GTL's cell phone policy which is we do not guarantee service to accounts set up on cell phonesWith 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 optionsGTL 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 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

October 18, 2016The Consumer contacted the Revdex.com because she has been receiving unwanted Calls from an inmate in a CADOC facilityMs*** would like both of her telephone numbers blocked from receiving these unwanted calls.We investigated this complaint and contacted Ms
*** via e-mail and informed her that we have blocked both of her telephone numbers from receiving calls from any and 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

The customer contacted the Revdex.com because some of the calls she receives from her boyfriend in The LA County Men's Central Jail she could not hear him; however the call still showed that itwas connected and she was charged the full amount for the callBased on Ms***'s recent call history, the calls seem to be connectingThe Billing specialist that investigated this complaint provided Ms*** with her direct telephone number so if this issue happens again she can contact MsA*** right awayMsA*** will then be able to listen to the recording of the call and determine if there should be additional credit issued to Ms***s accountIn addition I am attaching a copy of Ms***'s transaction history so she can see when the $credit was applied to her accountGTL 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

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

September 29, 2015This letter serves as a formal response to the complaint listed aboveThe 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 timeT
The 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 directlySincerely Yours,
Kathi T
Agency Complaints

March 6, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because when she checked her balance on her GTL AdvancePay account it had a negative $balance.We investigated this complaint and attempted to contact *** *** via
telephone, unfortunately the telephone number she provided in the complaint has been disconnectedWe sent e-mails as well but we never received a responseA letter was sent to *** *** via US mail and explained to her that currently her account has a $balance owed as of 2/20/per two charge backs (1) 12/for and (1) 12/for $The account will remain blocked until the balance is paid in full and she applies additional funds to receive inmate calls againUnfortunately, because of the chargeback she will no longer be allowed to pay with a credit card; her deposits are required to be***Guaranteed Funds***only.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 2, 2016The Consumer contacted the Revdex.com because she accepted a call from an inmate in a DE DOC facility and was charged $GTL's automated system said the call would only be $3.00.We investigated this complaint and contacted Ms*** via telephone and explained to her
that the option she chose to accept the inmates call is called "AdvancePay ONE CALL"This option is for someone who does not anticipate more than call from the inmate so they would not want to set up an AdvancePay accountMs*** ask the CSR that investigated this complaint to assist her with setting up an AdvancePay account for future callsAs a onetime courtesy we waived the credit card processing fee.GTL 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she purchased a GTL Tablet for her brother who is currently incarcerated in A PA DOC facilityHer brother states that when the tablet arrived the screen was cracked.PA DOC
would NOT give her brother the device with a cracked screen, this would be considered as contraband within the facility as the device could be used as a weaponWe have confirmed with PA DOC that the device screen was not broken when delivered to the offenderGTL will not issue any type of refund for this being the damage was caused by the end userIf the device arrived at the facility with a cracked screen, PA DOC would have contacted GTL to have the device replaced as all shipped items are covered by insuranceNo further action is required.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 14,
Dear ***
This letter serves as a formal response to the complaint listed above
The customer contacted the Revdex.com because the calls she receives from an inmate in the *** *** Adult Correctional facility have been
disconnecting prematurely due to way call detection
We listened to the calls in question and contacted *** and explained to her that on the recordings we heard that either the called party or the inmate pressed a digit on the phone that may have caused the way detectionOn another call we heard the inmate sniffling loud and the system detected it as the inmate blowing into the phone; this could have been detected as a way call attempt as well
We have issued a credit to ***’s account in the amount of $for the calls that disconnected on February 11th, 13th and on March 7th
In our conversation *** informed us that she had another account that calls disconnected prematurelyWe have issued a credit in the amount of $on that account as well
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call
Sincerely yours,

Our technical support department has issued a trouble ticket for this issuewe are trying to recreate what happenedAs soon as I have been informed of the results of the ticket I will send a response
MsT***