Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she added funds to her AdvancePay account so she could accept calls from an inmate in a ** *** Corrections FacilityShe states that GTL charges different fees
every time she adds money to her account.We contacted *** *** via e-mail and explained to her the following:As you may or may not be aware, the FCC Order (15-136) allows providers to pass third-party financial transaction fees to end users with no additional markup.In light of FCC changes in the regulation of transaction and payment fees, it is now necessary for us to pass along the costs (3.25%) that the credit card processors charge GTL to process credit cards used to make payments and deposits separatelyThe fee charged for the use of Automated Payments through the Web and IVR is $or $when you select the use of a Live Operator, plus the third-party financial transaction fee of 3.25% of the deposit amount for credit card processing.The new regulations require these fees be identified and treated separately.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 20, 2016The Consumer contacted the Revdex.com because he requested via GTL's Website that the remaining balance in his account in the amount of $refundedMr*** has yet to receive his refund.We investigated this complaint and contacted Mr*** via e-mail and explained
to him that the refund request was never processed because we could not verify that the address we had on file was the Correct addressOnce Mr*** verified his address, the refund request was sent to accounting for processingMr*** indicated that he was satisfied with this resolution.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 made a $deposit made to GTL December 15th to purchase minutes to communicate with her husbandCustomer advised that the payment declined and GTL CSR Supervisor
refused to resolve this issue.We investigated this complaint and contacted Ms*** via telephone and explained to her that after researching transaction history of Ms*** account number ###-###-#### determined that a $successful deposit processed on December 17th minus $transaction fees posting $to her accountCustomer accepted inmate calls from *** County *** and *** Regional Jail (VA) December 18th thru December 19th @ 10:19PM and has current credit balance of $0.04.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 aboveThe Consumer contacted the Revdex.com because she made a deposit via a GTL lobby kiosk at a PA DOC correctional facilityMs*** was told that the money would be available within hoursThe money never posted to the accountMs*** is requesting a refundWe investigated this complaint and contacted Ms*** via telephone and informed her that the $payment had been located and applied to the inmates Trust accountGTL 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 is requesting a refund of a call she accepted from an inmate in *** *** ***We investigated this complaint and contacted *** *** and explained to her that
she is not due a refund from *** *** *** payment method she chose to accept the inmates call was *** *** *** When the call connected *** system placed the full amount of $on holdOnce the call was completed *** *** was only charged for the actual talk time which was $the $was voidedThe only amount that was charged to her credit card was $6.86*** 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 tried to add funds to her Advance Pay account so a relative in the *** *** Jail (IN) could contact her for the holidaysGTL's automatic payment system said her
payment had been declined; however, the money was deducted from her bank account.We investigated this complaint and determined that there were successful credit card payments made to account number 317-514-on January 2nd and 3rd, we attempted to contact *** *** via telephone several times regarding the decline payment issue with her bank; unfortunately, *** *** never returned our request for a call backAn E-mail was sent to *** *** with this information.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

June 19, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because GTL accepted a payment on her account that was not made by herGTL withdrew the payment and by doing so it caused *** ***'s account to have a negitive
balance.We investigated this complaint and contacted *** *** via telephone on June 16th and explained to her that our records show that someone attempted to make a payment in the amount of $on May 14"During this attempt GTL's system encounterd an error" Controller Timeout"The transaction was never collected from the customers bank account; however the card holder complained to her bank and the bank intern sent a chargeback to *** ***'s account in the amount of $When GTL receives a chargeback we automatically subtract the amount of the chargeback from the account.We have placed the funds back on the account and *** ***'s current balance is $11.54GTL 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 for reasonsWhy was she not informed in advance that there would be a credit card processing fee charged when she set up her AdvancePay account? Why will GTL not issue her a
credit to her account for calls that disconnect prematurely?We investigated this complaint and contacted Ms*** via telephone and informed her that as a onetime courtesy we have issued her a credit for the credit card service fee in the amount of $In addition we listened to her calls and determined that some of the calls did in fact disconnect prematurely.We have issued her credit for dropped callsThe total amount of the credit that was issued back to her account was $14.74.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]
Date: 11/17/16Re: 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 support.The 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 communicate.Denial, 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 malfunctions.I 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 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

The Customer Contacted the Revdex.com because some of the Calls she receives from an inmate in a correctional facility that GTL is the service provider for have been disconnectingprematurelyShe is requesting a refund for these calls.We investigated this complaint and contacted
Ms*** and after she provided us with the dates and times of the calls in question we listened to the recordings of the calls and determined that some of the calls did in fact disconnect prematurelyWe have issued a credit to Ms*** account in the amount of $In addition we informed Ms*** of GTL's cellphone policy which is "Accounts that are set up on cellphones are done at the customer's own riskGTL does not guarantee service to cellphones"The $was a onetime courtesy Credit.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call

We are still in the process of investigating this complaintHopefully I should have the resolution completed by the end of next weekThank-you for your patience and understanding in our delay in getting this resolved in a timely mannerI assure you that we are doing everything we can to
get the issue resolved
sincerely,
Kathi T

[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,
*** ***

August 17, 2015This letter serves as a formal response to the complaint listed above.The 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 inmates.With 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 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

December 1, 2016The Consumer contacted the Revdex.com because she is requesting a refund in the amount of $because she states that GTL provided her with a telephone number to use to be able to accept calls from an inmate in the Lackawanna County Jail.We investigated this complaint
and contacted the customer via telephone and explained to her that Global Tel"Link does not sell telephone numbersGlobal Tel"Link is a telephone service provider for correctionalfacilitiesIn addition we explained to her that she needs to re-file her complaint with ***This is the company that she purchased the telephone number fromGTL is not affiliated with this company in any way.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 ???plaints

[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: 11/17/16Re: 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 support.The 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 communicate.Denial, 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 malfunctions.I 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,
*** ***

April 26, 2016The Consumer contacted the Revdex.com because he is requesting the remaining balance on his AdvancePay account credited back to his credit card or refunded.We investigated this complaint and have issued a credit on April 11th in the amount of $back to Mr***'s
credit cardWe attempted to contact Mr*** via telephone to inform him of this resolutionAs of today he has not returned our calls.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

October 27, The Consumer rejected our original response because she insists that the $payment that she made via the kiosk never posted to her husband's accountWe investigated this issue further and contacted the PA DOC headquarters for their assistance with this investigationThe PA DOC contacted Ms*** and she confirmed that that she sent her husband the following:
$on 9/
$on 9/
$on 9/Ms***'s husband got a receipt but says that it did not indicate that the $was from the Kiosk so that is why she believes that her husband thought he did not receive itThe PA DOC indicated that they have an interface from GTL to JPayShe agreed that her husband did get it and that the interface may have Confused him| informed her that this was not a GTL issue that this was a DOC issue and that we would be investigating why it took week to get on the accountThe PA DOC assured her that they would respond back to her as to the findingsGTL 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 her husband is an inmate in the SC Frackville correctional facility and he purchased a tablet from GTLHe began to have some technical problems so he sent it backHe
received a new tablet and he was unable to retrieve songs that he had on his old tablet.Our response to this complaint is as follows:Artist and record labels determine what songs are availableWhile most songs are available all the time there are occasions when artists may stop offering songs or a label will stop offering an artistWhen this happens, a song is unavailable for the inmate to download to his deviceGTL has no control over these mattersIf the artist and/or label decide to make the song available again the song can be downloaded to the inmate's device again and he will not be chargedThis is a music industry wide practice.The above response was sent to the offender times and explains why the offender is unable to download the tracks at the timeIf the media provider is allowed to place the media back in the catalog, the offender can then download the track to his device.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