Global Tel* Link Corporation

[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:For you to act as of you're doing me a favor on behalf of the company you work for really shows the companys customer serviceI spend more than $dollars monthly on this company and get no help when encountering a problem with the serviceThis company really takes advantage of the hardship people are going through.
Regards,
*** ***

January 12, 2015Dear *** ***The customer contacted the Revdex.com because she is requesting that a credit be issued to her account for the collect calls she receives that disconnect prematurelyIn addition *** *** says that she is charged $per call because
she does not have a local telephone number to the facility.We investigated this complaint and contacted *** *** via e-mail and explained to her that the rate she is charged for her calls is a flat rate of $no matter how long the call lastsIn addition we have issued a credit to her account in the amount of $for calls that disconnected prematurelyGTL 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 his account number was set up incorrectly so he is unable to accept calls from an inmate in the Douglas County JailHe has contacted GTL several times to correct the
account number and it still has not been changed.We investigated this complaint and we have corrected the account number from ###-###-#### to ###-###-####We have made several attempts to contact the consumer via telephone and e-mail advising him of the correctionAs of today, we have not heard back from the consumer.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 26, 2016The Consumer rejected our initial response because she states that her original issues had not been resolved.We investigated this rejection response and contacted Ms*** and explained to her again that the ConnectNetwork Support e-mail system was designed to assist Customers experiencing any issues such as Setting up an account and making deposits via e-mailin addition we advised Ms*** that our tech support department changed her user name because there was a space behind her user ID that was possibly creating the issue of her not being able to log on to her accountOur records show that Ms*** successfully logged on to her account on September 19th.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

Complaint: ***
I am rejecting this response because:While the response received is via regulation, it is not what actually occurred My brother was told that he had to take the damaged tablet anyway and that he had to file a complaint at a kiosk within the prisonIf the tablet had not been received cracked, he would never have been told that by the CO Thank you for your assistance
Regards,
*** ***

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

March 18,
Dear ***
This letter serves as a formal response to the complaint listed above
The customer contacted the Revdex.com because on at least different occasions the calls she receives from her husband disconnect after
seconds despite having money in the account*** is requesting a refund for the prematurely disconnected calls
We contacted *** via e-mail on 03/10/and explained to her that when her account is getting low or there is not enough money in the account to accept a maximum time call the system will automatically play the second recordingIn addition we explained to her that she needs to listen to the recording prior to accepting the call of the current available balance on the account to make sure there is enough money in the account to accept a full time call
We attempted to contact *** via phone on 03/11/to see if she is satisfied with this resolutionAs of today she has not returned our call
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call
Sincerely yours,

This letter serves as a formal response to the complaint listed above
The Consumer contacted the Revdex.com because on July 4th she requested a refund of the remaining balance on her account.We investigated this Complaint and contacted Ms*** via e-mail and informed her that a refund in the amount of $was processed in the form of a credit back to her credit cardMs*** replied back telling us that the Credit was deposited to her account on August 29th 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

[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 11, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she was trying to add money to her GTL AdvancePay account and every time she attempted a transaction she would receive a message saying that the payment
had been declined; however, the payments were deducted from her bank account.We contacted *** *** via telephone and e-mail and explained to her that when multiple credit card numbers are used on account the payments may decline due to fraud detectionGTL does not have her paymentsIt is common practice for a bank to hold the funds for to days depending on the bankIn addition, we explained to *** *** that in our research we located $in expired funds which we have reinstated back to her accountA copy of *** ***’s call/transaction history was e-mailed to her 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 TAgency Complaints

April 11, 2016The Consumer contacted the Revdex.com because she is requesting a refund in the amount of $for unauthorized charges from GTL on her credit Card.We investigated this complaint and contacted Ms*** via E-mail and explained to her that our records show that she set
up the Auto Reload feature which will automatically add money to her GTL account when the balance gets lowThere were separate Auto Reload payments in the amount of $eachEach payment posted to Ms***'s GTL AdvancePay accountThere is no refund due at this time.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 GTO system is hideous! After paying $so I can receive a call I have not been able to speak with my mentally ill son in the Monroe NY County Jail even though he has tried for days to call me I will pursue this It is not right and I feel our rights have been violated

This letter serves
as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because he does not agree with GTL's policy that all friends and family members have to set up individual AdvancePay accounts on their telephone numbers to be able to talk to an inmateThis causes each friend and family member having to pay the credit card processing fee every time they add money to their accountIn addition Mr*** states that he paying $for a minute call from an inmate incarcerated in the GEO Graceville Correctional facilityWe investigated this complaint and contacted Mr*** via telephone and apologized to him that unfortunately GTL's policy is that each telephone account number has to be set up individuallyMr*** can avoid paying the credit card processing fee by paying on his account using a check or money OrderThere are no fees attached to these payment optionsWith regards to the rate he is charged to accept calls on account number ###-###-####The rate is not $it is $plus $tax for a total of $for a minute callWe have e-mailed Mr*** a copy of his rates and call recordsGTL 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

February 3,
Dear ***
This letter serves as a formal response to the complaint listed above
The customer contacted the Revdex.com because she set up an account with GTL to be able to talk to an inmate in a correctional facility that GTL is
the service provider forSome of her payments never posted to her account
We investigated this complaint and contacted *** and explained to her that our records show that the $payment made on Feb 5th did not automatically post to her account; however the $payment was manually applied to her account on Feb17th This gave her account a credit balance of $*** advised us that the previously declined payments have been returned to her account by her financial institution
*** stated that since her husband has been released from jail she would like to close her account and have the remaining balance applied back to her credit cardWe have waived the $refund processing fee and have applied the $back to credit card ending XXXX*** is aware that it could take to business days for the credit to appear back in her account
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call
Sincerely,

[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,
*** ***

[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,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response
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,
*** ***

November 17, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she received notification that someone used her personal information to open an AdvancePay account with GTL.We investigated this complaint and determined
that account # *** *** belongs to Rebecca HandalWhen MsHandal called GTL to set up her AdvancePay account the GTL Representative entered the incorrect addressThe address that was entered belongs to *** ***We have corrected our records and *** ***’s address is no longer in our system.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 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 14, 2016The Consumer contacted the Revdex.com because she is requesting that GTL process her refund request in a reasonable timeframe not the day timeframe that she was given by a GTL Customer Service Rep.We investigated this complaint and contacted Ms*** via telephone
and explained to her that since the credit card she used to originally set up both of the accounts is no longer active, the refund in the amount of $had to be processed in the form of a checkIf the credit card number was still active We would have applied the funds back to her cardThis type of refund process normally takes to business days.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