Global Tel* Link Corporation

May 16,
The 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 e-mails in her inboxWe investigated this complaint and determined that this issue and determined that this was a statewide problemAll PA DOC's were having the same issueOn Thursday May 12" 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 directlySincerely yours,
Kathi T***
Agency Complaints

September 23, 2015The Consumer contacted the Revdex.com because she made a $payment to her GTL AdvancePay account on August 20th and the payment never posted to her account.We investigated this Complaint and contacted *** *** via e-mail and asked her to provide us a copy of her
bank statement for transactions that were processed on August 20th As soon as we received the bank statement we were able to locate the $missing payment and posted it to her accountPrior to locating the missing payment we had issued a courtesy credit in the amount of $which would allow her to receive minute phone call from the inmate.GTL anticipates that this will close this Complaint and should you have any additional questions please feelfree to contact me directly.Sincerely, yours,Kathi TAgency ??mplaints

This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting that her Advance pay phone accounts closed and the balances on both accounts refunded because the inmate transferred to a facility that GTL is not the
service provider for.We contacted Ms*** via telephone and informed her that her refund will be submitted for processing on September 19th 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 14, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up an account so she could receive calls from her daughter at the *** *** ** prisonHer daughter has tried to call and the calls will not go
through.We investigated this complaint and contacted *** *** via e-mail and explained to her that our records show that the last completed calls from her daughter were accepted on 6/12/call was minutes and the other call was minutes*** ***’s current account balance is $No refund is due at this timeGTL 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

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 that the remaining balance on her old phone number be transferred to her new number.We
investigated this complaint and contacted *** *** and advised her that our records show that the funds from account number ###-###-#### has already been transferred to account number ###-###-####*** *** then informed us that what she was really complaining about was that she was told several times by our customer service department that someone would call her back and they never didWe apologized to *** *** and the CSR that resolved this complaint provided *** *** with her direct phone 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 call.Sincerely yours,

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

[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 would be absolutely wrong to assume that this would resolve my complaint*** *** claimed that with me using cards that ended in ***, ***, *** everything was fineGTL kept declining my cards, which is why I kept switching in between the three*** was closed due to fraud and no longer existed which is I used the new cardTheir phone system and their internet system only keeps two cards on fileWhen this issue occurred I spoke to a supervisor named Leandra, a representative, and finally a person in the escalated dept named Robin who claimed that she would forward my complaint to a supervisor and I might hear something back in 48-hoursFinally I spoke to a representative who told me I could no longer use a credit card because I had charged more than $in less than daysThis is clearly a contradiction with the two answers they have responded with during this complaintThey NEVER stated anything similar in any of my phone conversations or previous Revdex.com complaintsThis is absolutely a poor excuse, unacceptable, and unprofessionalThey obviously cannot get their story straightI also do not appreciate being blamed for having separated two different Revdex.com complaints with GTL since they were two totally unrelated issues.
Regards,
*** ***

January 24, 2017The Consumer contacted the Revdex.com because he was told that it would take days to process his $transaction fee and his $deposit fee refund*** *** would like to have his refund processed sooner than days.We investigated this complaint and contacted
*** *** via telephone and explained to him that the fees were not refundable because he did accept call from the inmate which left a balance owed to GTL in the amount of $In addition, we informed the Consumer that that he had expired funds on account number *** *** *** due to no activity on the account since September which we reinstated back to the accountwe transferred the negative balance of $on account number *** *** *** to account number *** *** ***A credit in the amount of $has been issued to *** ***.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

December 11, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he was trying to add money to his GTL AdvancePay account and the payment declined in our system however, it was deducted from his bank accountWe contacted
*** *** via telephone and e-mail and explained to him that our records show that he has used different credit cards for payments to his account between 10/05/to 11/30/The Fraud guidelines that are in place on our system detects possible fraud if multiple cards are used on account*** *** informed us that the funds have been released back to his card and the inmate has been transferred to a different facility that is not serviced by GTLWe have issued a refund of the remaining balance on *** *** 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

March 5, 2015Dear *** ***
This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she made $payments to her son's inmate debit account and her son is still not able to call herWe
investigated this complaint and contacted *** *** via telephone and explained to her that the reason the calls from her son could not be completed was because he was attempting to make collect callsBoth of the $payments have been posted to the inmate's debit accountWe explained to her that when her son calls he needs to press the option to make a debit call, not collect*** *** informed us that she was able to talk to her son this weekend*** *** now understands why the calls would not connect.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours
Kathi T
Agency Complaints

December 29, 2014Dear *** ***This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she is requesting a refund for calls that disconnect prematurelyWe investigated this complaint and
contacted *** *** via telephone and explained to her that our records show that of the calls that she accepted were less than a minute in lengthAs a onetime courtesy we have credited *** ***'s account for the callsIn addition we explained to her GTL's cell phone policy which is, “we do not guarantee service to cell phones"GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,Kathi T Agency Complaints

September 19, 2016The Consumer Contacted the Revdex.com because she states that the cost of the calls she receives from an inmate in The Trumbull Correctional Institution (OH) has increased to $Ms*** is requesting that the cost of the call go back to the old rate of $1.00.We
listened to the automated system ####-###-#### recorded prompts using Ms***'s account # ###-###-#### and determined that credit card deposits can be made in increments of $Currently all of the calls Ms*** receives from the inmate are charged to the inmate's debit account.We have tried Several times to Contact Ms*** with this resolution via telephone and e-mailAs of today We have not received a response to either form of communications.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 27, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he purchased - $*** gift cards to add money to his GTL telephone account so he would be able to talk to an inmate in the *** *** JailThe
funds were never applied to his account.We investigated this complaint and contacted *** *** via telephone and informed him that one of the $payments posted to account number *** when it should have been applied to account number *** ***As a onetime courtesy we transferred the $to the correct account.With regards to the other $payment; this payment was applied to the inmates Debit accountThe $payment will remain on the inmates debit card and she can use this money at her own discretion.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

September 8, 2014Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the calls he receives from an inmate in a correctional facility that GTL is the service provider for have been
disconnecting prematurely*** *** is requesting a refund for the dropped calls.We investigated this complaint and made several attempts to contact *** *** via telephone and e-mailAs of today we have not had a responseThe reason the calls are disconnecting prematurely is due to the nature of the conversation between the inmate and *** ***The GTL phone system will pick up on certain words or phrases that are not allowed, this will cause the call to terminateGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours,Kathi T
Agency Complaints

August 13, 2014Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the Calls She receives form an inmate in a correctional facility that GTL is the service provider for often take several
attempts to actually connect and when it does the connection is bad.We have tried several times to contact *** *** via telephone however there is no answer or a voicemail message so we could leave a messageWe have sent *** *** an e-mail stating that our records show that that the calls are connectingThe calls are made using the inmates debit accountIn addition we asked that if *** *** would provide us with the dates and times of the calls in question we will be more than happy to listen to the recordings of the calls and determine if a refund is dueThis e-mail was sent on 8/12/and we have not received aresponse.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,Kathi T*** Agency Complaints

June 16,
The Consumer contacted the Revdex.com because the calls she receives from an inmate in the Talbot Correctional facility disconnect prematurelyMs*** is still charged for the disconnected callMs*** is requesting a refund for the disconnected callsWe investigated this complaint and contacted Ms*** via telephone and explained to her that our tech support department determined that there have been numerous fraudulent calls at this facilityWe have credited Ms***'s AdvancePay account for all calls between 5/01/to 6/14/that were under minutesThe total amount of credit issued to her account Was $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

Global Tel* Link Corporation Corporate Headquarters Operations Centerwww.gti.net December 9, 2015Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania K Street NW, 10" Floor Washington, DC 20005-3404RE: *** *** - ***This letter serves as a formal
response to the complaint listed above.The Consumer contacted the Revdex.com because she set up an AdvanceRay account to be able to accept calls from an inmate in the Stillwater correctional facilityThe inmate was transferred to the Faribault Correctional facility which is closer to her home and the rate that she is charged is higher.We investigated this complaint and contacted Ms*** via e-mail and explained to her that the rates for each facility in the MNDOC were negotiated differently between MNDOC and GTLThe rate she is charged for the inmate's current facility is the correct rateWe included in our e-mail to Ms*** a copy of the rate sheet for both facilities.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 25, 2015Dear *** ***This letter is in response to the rejection of GTL's original resolution letter.The customer initially contacted the Revdex.com because his LEC, which is ***, would not allow him to accept calls from an inmate in a correctional facility that GTL is the service provider for and have them billed to his LECHe was informed by GTL that if he would like to accept calls he would have to establish an AdvancePay account*** *** stated that he was never informed of the fees that he would be charged to set up an AdvancePay account.In our original response we advised *** *** that we had closed his account as requested and waived the $refund processing feeIn *** ***'s rejection he states that he was never informed of the $credit card processing fee when he opened the account and is requesting a refund for that fee as well.We have sent *** *** of GTL's terms and conditions which is available on our website ***In particular section K which states certain fees may be charged when establishing an AdvancePay account; however it does not give an exactAmountI am attaching a copy of the Terms and Conditions with this letter.GTL 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 she is requesting a $refund that GTL charged her in errorIn addition she is requesting that we unblock her telephone so she can receive calls from her son who is an
inmate in the Pinellas County Jail.We investigated this complaint and contacted Ms*** via e-mail and informed her that a refund has been processed in the form of a credit back to her credit cardIn addition her line has been cleared to accept calls from her Son.Ms*** responded to our e-mail thanking the CSR that assisted her in 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 T*** Agency Complaints

September 18, The customer contacted the Attorney General’s Office because she was told that if she would like to continue to receive calls from an inmate who is incarcerated in *** *** *** Correctional Facility she would have to set up an AdvancePay account*** *** would
like to continue to have her calls billed to her LEC.We investigated this complaint and contacted *** *** via telephone on September 17th and explained to her that her line blocked because the inmate calls exceeded the day velocity threshold limitThe 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 an 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 month.With regards to the $payment *** *** made to the inmates debit card, our records show that the inmate called not just *** *** but other people tooThe inmate can ask the facility for copies of his call records however; we are unable to provide *** *** with these records since the debit account is not in her name.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,
Kathi T*** Agency Complaints