Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because her son has been transferred to another correctional facility and he has not been able to call Ms [redacted] using his debit card nor Ms [redacted] 's AdvancePay account.We investigated this complaint and determined that the calls would not connect because Ms [redacted] 's telephone number was not on the inmates allow listWe contacted Ms [redacted] and explained to her why the calls were not connectingMs [redacted] informed us that her son has been released and requested a refund of the remaining balance on her AdvanceRay accountWe have issued a credit in the amount of $25? back to Ms [redacted] 's credit cardMs [redacted] is aware that it could take to business days for the credit to be processed back 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because the calls she receives from her son in the [redacted] Correctional facility disconnect before the full minutes of allowed talk time is up.We investigated this complaint and contacted [redacted] via telephone and explained to her that in our investigation we determined that the recent inmate calls have been lasting the full minutes [redacted] informed us that she recently purchased a [redacted] voice number because her son resides in Virginia and she lives in New MexicoWe explained that GTL does not guarantee connectivity on cell phones or VOIP whichever applies to an accountin addition, we explained that she is only billed for the actual amount of time she talks to her son.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 [redacted] Agency Complaints

As if having a loved one incarcerated isn't stressful enough, the only way I can fund either telephone or commissary accounts is through this greedy company They charge to fund an account and I just read that they will charge to refund any leftover amount upon release; and only between to days after, they certainly don't take that long to charge the deposit to your card! I've tried accessing the 'calculate a call charge' to no avail and when I try to access the transaction log the site times out and kicks me back to the sign in page They have a monopoly on contacting inmates so they don't need to have customer service, it's play by their self-serving rules or don't play at allThe next question in this submission is would you recommend this business it's the only way to get funds to an inmate so although I don't recommend it, you have to use it anyway

[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 [redacted] , and find that this resolution is satisfactory to me Hi my name is [redacted] and I have filed a complaintI want to let u know that it has been taken care of and I wanna thank you

April 21, 2016The Consumer contacted the Revdex.com because she requested her account closed and the balance on her account refundedShe requested the refund on February 9th 2016.We investigated this complaint and contacted Ms [redacted] via telephone and apologized for the delay in responding to her refund requestThe refund was processed in the form of a credit back to Ms [redacted] 's credit card on April 15th ? Ms [redacted] is aware that she 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 feelfree to contact me directly.Sincerely yours, Kathi T [redacted] Agency Complaints

April 12, 2017This 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 NY DOC FacilityHowever, when the inmate calls he is told there is no money on the account to accept a call.We contacted [redacted] via telephone and explained to her that our records show that she made the payment to an incorrect account numberWe have removed the funds from the wrong account and have added it to [redacted] ***’s accountin addition, we removed the incorrect account number from ConnectNetwork.com and replaced it with the correct account number [redacted] thanked us for resolving this issue.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 7, The Consumer rejected our original response because he states that the 2nd refund was never received and he is not going to contest the 3rd refund and is willing to split the difference if we process the 2nd refundWe contacted Mr [redacted] to verify his address and informed him that a check request was processed in the amount of $for the cancelled video visitationMr [redacted] thanked the CSR that investigated this complaint for resolving this issueGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours, Kathi T [redacted] Agency Complaints

July 7, Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that the $missing payment she made be either applied to her husband’s account or credited back to her credit card.We investigated this complaint and contacted [redacted] via e-mail and informed her that the $payment was applied to account number ###-###-#### on June 26th.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

We have been using GTL as my daughters father is incarcerated at this time Every time you receive a phone call from an inmate if you have funds available your call can be completedWhen you answer the phone the amount available Is told to you before every phone call is connectedLast night January 12,my daughter answered the phone to speak with her father but it kept hanging up on herThe next time he called I answered and it said that there were no funds available as I just placed the amount of $on January 9, On January 12, around PM I received a phone call the remaining balance on the phone Was $I then pressed number two on the phone to check the balance it had been told me that I had a negative balance of $I had called and asked what the problem was I was then informed there was a "" glitch in their system"" so I spoke with a representative wondering how there could be a negative balance when they are prepaid calls you obviously cannot answer the phone and unless you have available fundsthen she told me that the phones were not registering after the funds were not available and continue to let people call even though every time we answered the phone there was always a positive balanceThey were not willing whatsoever to reconcile with meI don't think that this is fair at all so why would I put more money on the phone when It already said there are funds available We were not notified that there was a glitch in their system and they let this go until we had a huge negative balance I do believe this is very unfair due to their mistakeI even offered to pay half of the amount, that was not " acceptable" to themPlease be very cautious when using the system I would not want anyone to be in the position I am inI was told the amount needed to be paid in full before any more calls could be connected

This letter is in response to the rejection response we received from ** [redacted] [redacted] Would like to see GTL change our cell phone policyIn ***s response to our letter dated 03/26/he stated that we did not investigate his complaintHe stated that once we determined that the call was made to a cell phone we automatically denied his request for a refundPlease refer back to our letter and you will clearly see that we did in fact listen to the calls in question and we determined that the system possibly detected sounds of digits being pressedAs a onetime courtesy we issued a credit to ***’s account for one of the disconnected calls.GTL’s telephone equipment at the correctional facility is not like the standard home or office equipmentFor security purposes the equipment is much more sensitive and calls will possibly disconnect if it detects people talking in the background, a television on, an earring hitting the phone just to name a few** [redacted] was made aware of our cell phone policy when he established his accountIn addition we explained to ** [redacted] that it is the inmate’s responsibility to report any equipment issues to the facilityThe facility will then contact GTL so the appropriate steps can be taken to repair the problemWe have not received any requests from this facility indicating that there are equipment issues at this site.We suggest for future calls, ** [redacted] is in a quite area and is not moving around to prevent his calls from disconnecting prematurelyPlease have the inmate contact the facility phone coordinator if you still feel that this issue is equipment related.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

October 18, The Consumer contacted the Revdex.com because she has been receiving unwanted Calls from an inmate in a CADOC facilityMs [redacted] would like both of her telephone numbers blocked from receiving these unwanted callsWe investigated this complaint and contacted Ms [redacted] 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 forGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours, Kathi T [redacted] Agency Complaints

September 23, 2015The Consumer contacted the Revdex.com because she received a call from GTL stating that an inmate in the [redacted] Correctional Facility was trying to contact her and if she would like to talk to him she would have to set up an AdvancePay account [redacted] set up the AdvancePay account and the inmate never called her [redacted] is requesting that her account be closed and a refund of the entire balance on the account.We investigated this complaint and contacted [redacted] via e-mail and informed her that we have waived the $refund processing fee and have issued a Credit for the remaining balance on her account in the amount of $back to her credit cardThe credit should appear back on her credit card in to business daysGTL 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 he has been having problems with calls connecting from an inmate in the CCA Crossroads Correctional facility.We investigated this complaint and contacted Mr [redacted] via e-mail and explained to him that our tech support department issued a trouble ticket to determine why the calls were not connecting on the [redacted] call attemptWe received an e-mail from Mr [redacted] on 2/5/stating that for the last several days he has been able to receive calls from the inmate on the 1° call attempt and it appears that the 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 [redacted] Agency Complaints

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 [redacted] 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 [redacted] replied back telling us that the Credit was deposited to her account on August 29th 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

June 3, 2014Dear [redacted] This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because in January she closed her GTL account and requested that the remaining balance be refundedShe has yet to receive her refund.We investigated this complaint and contacted [redacted] s on June 2via phone and advised her that the refund was processed on April 30th [redacted] s confirmed that the refund was in fact processed back to her grandsons credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

August 10, 2015This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she set up an account to be able to talk to a loved one in the [redacted] Correctional Facility (NJ)None of the calls will connect.We investigated this complaint and contacted [redacted] via telephone and explained to her in our investigation we determined that there was a collect call block on account # [redacted] due to a U verse feature with ***, this feature was preventing the calls to connectOur records show that the inmate transferred from the [redacted] Correctional facility (NJ) with the last completed call on August 4thThe inmate was using his debit card for this call [redacted] informed us that she has recently obtained a [redacted] voice telephone number to be able to accept calls from the inmate in the [redacted] Correctional facility [redacted] set up an AdvancePay account on # [redacted] ***As a onetime courtesy we have transferred the remaining balance in the amount of $from account # [redacted] to account # [redacted] (the [redacted] voice number)GTL 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

September 11, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because some of the calls she accepts from an inmate in the [redacted] Detention Center have been disconnecting prematurely [redacted] is requesting a refund for the dropped calls.We listened to the recordings of the calls and determined that calls did in fact discontinue prematurely.We contacted [redacted] via telephone and informed her that we have issued a credit to her account for calls that disconnected prematurely in the amount of $7.56GTL 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.May 26, 2016The Consumer contacted the Revdex.com because she let a friend use her credit card to make a $payment to set up an AdvancePay account so she could receive calls from an inmate in the DuPage County Jail GTL has charged her card more times totally $Ms [redacted] did not authorize the $charges.We investigated this complaint and contacted Ms [redacted] via telephone and explained to her the type of account that her friend set up was an auto reload accountThis type of account will automatically deduct $when the account balance goes below $We advised Ms [redacted] to have her credit card number blocked in our system to prevent this from happening againMs [redacted] informed us that she would collect the $from her friend.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 [redacted] 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 [redacted] Agency Complaints

We are still in the process of investigating this complaintAs soon as we have a resolution I will E-mail it to [redacted]