Global Tel* Link Corporation

September 29, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because *** *** was advised by GTL that if she would like to continue to receive calls from an inmate in the *** *** Correctional Facility (TN) she would
have to set up an Advance Pay account*** *** would like to continue to have calls billed to her LEC.We investigated this complaint and contacted *** *** via e-mail and explained to her that when a customer exceeds the velocity threshold we ask the customer to set up an AdvancePay account.The velocity thresholds are not set forth by her Local Exchange carrier but by where the call originates from - GTL's phone platform at the facilityCustomers like herself that receive a high amount of calls within various interval could be subjected to opening a AdvancePay account that needs to be funded through various channels (e.gcheck, money order, Credit cards)This practice in standard in the industry and there are hundreds of thousands of customers utilizing this service every monthAnother option would be that *** *** Could fund the inmate's debit account.For more information about telephone calling plans *** *** can go to the TN DOC websiteShe will be able to see that LEC billing is no longer an option.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

On 06/13/our tech support department contacted Ms*** and asked her if she could get the inmate to make calls in one day to verify that the issue has been resolvedWe are waiting to hear back from Ms*** with the results

we are still in the process of investigating this complaint

April 18, 2016The Consumer contacted the Revdex.com because she made a payment in the amount of $and she had an additional charge on her credit card statement in the amount of $16.90.We contacted Ms*** via telephone and informed her that some credit card companies are charging
an additional fee when adding money to an inmates trust accountGTL did not charge her $her credit card company didMs*** needs to contact her credit card Company to dispute the charges.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

August 17, 2015This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting a refund for the calls that she accepts from inmates in the *** *** Correctional Facility and The *** ***
Correctional Facility that have been inaccurately billed*** ***'s is charged $for a minute callThere is a minute warning indicator for the end of the call and sometimes the calls disconnect in less than minute*** ***'s main concern was how the CSR that she initially spoke with was very rude.We investigated this complaint and contacted *** *** via telephone and explained to her that we monitored her recent calls and issued a credit for call on July 18th in the amount of $In addition we explained to her that when the second warning comes on the call actually lasted longer than minutes, therefore she is not losing talk time with the inmatesWith regard to the issue with the CSR that she initially spoke with, we apologized for the mannerism in which he spoke to herThe CSR that resolved this issue provided *** *** with her direct telephone number should she have additional problems in the futureGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,
Kathi TAgency Complaints

This letter serves as a formal response to the complaint listed above
The Consumer contacted the Revdex.com because he paid $to his nephew's pre-paid account and the funds never posted to his account.We investigated this complaint and contacted Mr*** via telephone and explained to him that in our investigation we determined that he made his deposit to *** instead of GTLThe $payment has been located and we have issued a refund in the form of a credit back to Mr*** credit cardMr*** 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 feel free to contact me directlySincerely 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: GTL has NOT reset my account so I can accept collect callsA MsA*** has been emailing me and the thing is game for them to make more moneyI have started paperwork for the Attorney General to investigate this practice
Regards,
Mr*** ***

[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]Date: 11/17/Re: Complaint #***Dear Revdex.com Washington DC and Eastern Pennsylvania,
I am rejecting this response because it is factually incorrect and cites partial facts and information purposelyTheir "response" is meant to deceive and is a typical recurring non-response, which illustrates how they attempt to avoid accountability for their negligence and poor customer supportThe good news is that on November 14, the multiple GTL system errors have FINALLY been correctedThe only reason for this is because the Revdex.com intervened on my behalfEven with the help of the Revdex.com, it took a great deal of effort to get GTL to do something other than deny responsibility and simply pay lip service to their "corrective actions"This is evidenced by their last response to the Revdex.com in writing (to which this is a response)To be clear, my phone number change did not go through as stated, my money on account was not available and my old (non-working) phone number was still listed as my official account phone numberI spoke with an escalation person at GTL on November 08, and was told that everything was in place to complete my phone number (account) changeThis was obviously not true, and instead I have been unable to use my pre-paid phone service accountThis caused great hardship for me and for the inmate with whom I was unable to communicateDenial, obfuscation and careless unprofessional behavior were the hallmarks of this misadventureThis is the same response I have received several times in the past years when their system malfunctionsI am grateful to the Revdex.com for generating a responseHad it not been for your efforts, my account would still be disabled, my money lost and the inmate without outside contact and assistance
Thankfully,
*** ***

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*** *** requested that one of her
payments be credited back to her credit card*** ***’s account is currently blocked from receiving calls.We investigated this complaint and contacted *** *** 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 *** *** did not contact our call center until November 18th The chargeback from her bank posted to her account on September 14th *** *** made another payment on December 26th and that payment was refunded on January 9th *** ***’s current balance is negative $*** *** no longer has the option of adding money to her AdvancePay account using a credit card due to the chargeback*** *** 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

November 2, 2016The Consumer contacted the Revdex.com because she attempted to make a $payment via GTL's mobile appThe payment declined so she attempted to make the payment more timesAll payments declined however all payments were deducted from her bank accountMs***
is requesting a refund of all paymentsMs*** responded to our e-mail that was sent by one of our billing specialists on November 2, stating that the funds were released back to her bank account on November 1stThe billing specialist provided Ms*** with 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 contact me directly.Sincerely yours,Kathi T*** 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 *** *** needed assistance with a
password reset to access her account*** ***’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*** 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 *** *** 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on May 6" she made a payment in the amount of $plus the $credit card processing fee to her son's trust accountminutes later another $payment and $
payment was deducted from her bank accountMs***-*** only intended to make payment, not 2.We investigated this complaint and attempted to contact the customer via telephone, unfortunately her mailbox was full so we were unable to leave a messageWe contacted her via US mail and explained to her that since the money was put on her son's trust account we are unable to reverse the 2nd paymentWe did however issue a credit for both of the credit card processing fees in the amount of $11.90.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

May 17, 2016The Consumer contacted the Revdex.com because she set up an account to receive and send e-mails to a PA Department of Corrections inmateThe service is not working properly; she is unable to read her e-mails that are in her inbox.We investigated this complaint and determined
that this issue was a statewide problemAll PA DOC facilities were having the same e-mail issueOn Thursday May 12th a patch was put into place that addressed the issue that all ConnectNetwork users were havingWe verified the fix addressed the issues with multiple accounts and all loaded instantlyGTL 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 11, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting a refund for a call that disconnected prematurely.We listened to the recording of the call in
question and we determined that apparently while *** was in the process of making a credit card payment the inmate did not understand what was going on and he hung up the phoneWe contacted *** and informed her that we have issued a credit for the disconnected call*** informed us that the inmate has been transferred to a different facility that is not serviced by GTLBased on this new information we have issue a credit of the remaining balance on her account back to ***’s credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up an AdvancePay account so she could talk to her son who is currently incarcerated in the *** *** Detention Facility in Santa Rosa, CAOnce she set up the
account she realized that GTL is not the service provider for this facility*** *** Called GTL’s Customer Service Department requesting a refundShe was told that they would process the refund minus the $processing feeSince she was unable to use the service, *** *** feels that the $processing fee should be refunded as well.We investigated this complaint and contacted *** *** via telephone and advised her to provide us with her credit card so we could process the additional $refund in the form of a credit back to her credit card which she did.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 20, 2015Dear *** ***This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because he states that the calls he receives from an inmate in a correctional facility that GTL is the service provider for
have been disconnecting due to 3-way call detect*** *** does not have the 3-way call feature on his phone.We investigated this complaint and according to *** ***'s call records there were only calls that disconnected prematurelyWe attempted to contact *** *** on the telephone number that was listed on the complaint; however the number has been disconnectedWe then attempted to reach *** *** on the second number listed on the complaint on 02/16/and left a voice message to return out callAs of today *** *** has not returned our callWe would like to talk to *** *** about the calls that disconnected prematurelyGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours,
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 cardGTL 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 received a phone call from her husband who is currently incarcerated in a at *** *** ***An automated message said that she would be charged $
for the phone call of minutes, broken down to 3cents a minuteShe used $on her *** to set up the GTL accountWhen she added the money through the automated system, it said there's a problem and sent her to an agentWhile being transferred to an agent, she received an email verifying that GTL received the $payment from her bank account at 1:p.mThe payment never posted to her account*** *** still has not been able to speak to her husband.After reviewing *** *** account transactions the CSR contacted our accounting department and *** ***’s $deposit was located and posted to her account.Per conversation between upper management and *** *** a reasonable compensation was reached for the inconvenience of her payment not posting to her account.*** *** *** was contacted on June 7th by upper management and she apologized to customer for any inconvenience this matter may have caused*** *** continued to complain of GTL customer service department supervisor and CSR’s being rude and unprofessionalAlso, complained that GTL recorded prompts failed to provide detailed information regarding depositsMsB*** advised customer that in the future please contact MsS*** regarding any issues she may have prior to contacting customer serviceMsS*** advised *** *** that all customer service representatives do not have approved access to customer’s credit card transactionsMsB*** further advised *** *** that her previous calls will be monitored by Protocol manager first then issue will be addressed with CSR involved to determine whether training and coaching is needed or any other means of discipline for their actions*** *** thanked MsB*** and advised she was satisfied with her resolution and contact the Reston office and advise the same.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 Tarkir Agency Complaints

January 27, 2017The Consumer contacted the Revdex.com because on January 15th she contacted GTL to request a refundThe CSR that she spoke with was rude and unprofessional and disconnected the call.We investigated this complaint and contacted *** *** via E-mail and informed her that
we have moved the funds from *** *** to *** ***After we put the $service fee back on account *** *** *** it had $plus the $from *** *** *** the balance refunded was $The refund was issued in the form of a credit back to *** *** 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