Global Tel* Link Corporation

September 14, The Consumer Contacted the Revdex.com because she received an automated message from GTL saying that there were not enough funds in her account to accept a call from an inmate in the Wayne County Correctional facility (MI)Ms [redacted] added $so she could accept the callShe contacted GTL and was informed that GTL is no longer the telephone service provider for the Wayne County facilityMs [redacted] is requesting that her $payment be refundedWe investigated this complaint and contacted Ms [redacted] via telephone and e-mail and explained to her that a refund was processed in the form of a Credit on September 13th back to her credit card that she used to make the paymentMs [redacted] is aware that it could take to business days for the credit to appear in her 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 [redacted] Agency Complaints

July 1, 2015The Consumer contacted the Revdex.com because he states that he should be charged a local rate to be able to accept calls from his brother who is incarcerated in the Central Maryland Correctional facility.We investigated this complaint and contacted Mr [redacted] and tried to explain to him that his rate is based off of the area code and prefix of the telephone number that the inmate is calling fromThe inmate is calling from a MD area code and prefix and Mr [redacted] 's telephone number is an Upper Darby, PA telephone numberMr [redacted] 's calls are rated at a rate type with is an Intra/State rate not a local rateIn addition we provided Mr [redacted] copies of his calls transaction history and a rate sheet.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

February 9, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on January 31st, he contacted GTL to transfer funds from one account to another accountThe funds have yet to be transferred.We investigated this complaint and determined that the $balance on account number [redacted] was transferred to account number [redacted] giving the account an available balance of $The transfer was processed on February 7thWe contacted [redacted] via e-mail 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 TAgency Complaints

June 16, 2015This letter is in response to the rejection response we received from [redacted] The customer contacted the Revdex.com because some of the calls she receives from an inmate on account #'s [redacted] and [redacted] do not connect [redacted] contacted the CSR that was investigating this complaint via telephone on June 16th and she explained to us that she is only requesting a refund on account # [redacted] The refund has been processed in the amount of $ [redacted] is aware that she needs to allow to business days for the credit to appear on her credit card statementThe CSR that investigated this complaint provided [redacted] with her direct telephone number so if she continues to have problems with the other account number she can contact MsA [redacted] right away and she can listen to the recording of the call to see if additional credit should be issuedGTL 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

August 27, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he purchased - $ [redacted] gift cards to add money to his GTL telephone account so he would be able to talk to an inmate in the [redacted] JailThe funds were never applied to his account.We investigated this complaint and contacted [redacted] via telephone and informed him that one of the $payments posted to account number [redacted] when it should have been applied to account number [redacted] ***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

[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: [redacted] I am rejecting this response because:As I have repeatedly explained to the person representing the business, my problem is that I CAN NOT ACCEPT CALLSTheir system requires you to press to accept a callAbout half of the time, this does not workThe person trying to contact me has given up because they think I am rejecting their callsTheir system DOES NOT WORKI have over $on my two accounts there that is useless BECAUSE THEIR SYSTEM DOES NOT WORKI would like a refund of all remaining funds on both numbers or I am joining the other customers in getting the class action lawsuit goingEVERYONE WHO USES THIS SYSTEM HAS THIS PROBLEM, THIS PROBLEM HAS BEEN ONGOING FOR YEARSShe said their tech support will "investigate it" they have clearly known this is an issue for a long, long time but they know they don't have to fix it and can just keep taking people's moneyGIVE ME BACK THE REST OF MY MONEY OR I WILL JOIN THE OTHERS WHO ARE SEEKING OUT LEGAL REPRESENTATION TO TAKE DOWN YOUR CROOKED ORGANIZATION Regards, [redacted]

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she is requesting a refund for calls that were disconnected prematurely due to 3-Way call detects that she received from the Dorsey Run Correctional Facility.We investigated this complaint and contacted Ms [redacted] via e-mail and explained to her that we listened to the calls in question and determined that the calls were not 3-way call attempts and issued her a credit to her account in the amount of $In addition we reminded her that if the inmate is caught attempting a 3-way call he could lose his telephone privilegesThe CSR that provided this resolution to Ms [redacted] provided her with her direct telephone number should she have any 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 directly.Sincerely yours,Kathi T [redacted] Agency Complaints

December 1, 2016The Consumer contacted the Revdex.com because she continues to have issues send and? receiving e-mails from her husband.We have had zero issues with sending and receiving messagesAll messages in and out of PA DOC facilities are subject to a delay and approvalIt seems that on the Weekends this delay is much greater, this may be due to staffGTL does not hold and/or reject messages, PA DOC facilities doWe have researched the ConnectNetwork user account along with the inmate account and we have found zero errorsAll ConnectNetWork issues need to be address On the Website: https:// [redacted] / or via Customer Service ###-###-####.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***

May 6, Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a payment on her account however the payment declined even though there were sufficient funds in the account ** [redacted] states that GTL has placed a hold on the funds as a pending chargeIn addition ** [redacted] feels her account should be credited for calls that disconnect prematurely.We investigated this complaint and contacted ** [redacted] via e-mail on May 2nd and explained to her that our records show that ** [redacted] attempted to use nine different credit card numbers to pay on account # [redacted] *** [redacted] had previously been advised by GTL that declined credit card transactions are released back to her account by her financial institution, not GTL.As a onetime courtesy we have issued a credit in the amount of $to ** [redacted] account for a call that disconnected prematurely on April 25th ** [redacted] was advised of GTL’s cell phone policy when she first established her accountGTL does not guarantee service on accounts set up on cell phones.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

Global Tel [redacted] Link Corporation www.gtl.net ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? December 22, 2015Revdex.com Of The Metropolitan Washington DC and Eastern PennsylvaniaK Street NW, 10" Floor Washington, DC 20005?"3404RE: [redacted] ?" Revdex.com Complaint ID # [redacted] This letter is in response to the rejection response we received from Ms***The Consumer rejected our original resolution because she does not want her name to be linked in anyway what so ever to account numbers ###-###-#### and ###-###-####We contacted Ms [redacted] via telephone and she explained to us that she has a friend that she set up the accounts for a friend and now GTL would not let the friend make any payments to the accountsWe have removed Ms***'s name from both of these accounts.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 ComplaintsOffice ###-###-#### [redacted]

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 [redacted] - [redacted] 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 [redacted] 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 [redacted] An automated message said that she would be charged $ for the phone call of minutes, broken down to 3cents a minuteShe used $on her [redacted] 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 [redacted] still has not been able to speak to her husband.After reviewing [redacted] account transactions the CSR contacted our accounting department and [redacted] ’s $deposit was located and posted to her account.Per conversation between upper management and [redacted] a reasonable compensation was reached for the inconvenience of her payment not posting to her account[redacted] was contacted on June 7th by upper management and she apologized to customer for any inconvenience this matter may have caused [redacted] 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 [redacted] advised customer that in the future please contact MsS [redacted] regarding any issues she may have prior to contacting customer serviceMsS [redacted] advised [redacted] that all customer service representatives do not have approved access to customer’s credit card transactionsMsB [redacted] further advised [redacted] 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 [redacted] thanked MsB [redacted] 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

March 18, 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 her GTL phone account be credited for calls between February 5th through February 27th as well as $in unexplained charges that were deducted from her account We investigated this complaint and contacted ** [redacted] via telephone on March 13th and explained to her that a trouble ticket was issued for her complaint and the results were that there were no issues with the phone system at the correctional facilityWe offered Ms [redacted] copies of her call details, transactions and payment history however ** [redacted] declined our offer The $discrepancy on [redacted] ***’s account is because the inmate made back to back unanswered calls, when this happens the funds are placed on hold and then released back to the account within minutes to an hour There is no refund due to ** [redacted] at this time GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call Sincerely yours,

On December 15th GTL processed a refund in the amount of $in the form of a credit back to credit card ending in on December 18th we received a charge back from [redacted] l's bank in the amount of $ [redacted] l received a $credit from GTL and his $payment to GTL was credited back to his credit card [redacted] l owes GTL $Basically [redacted] l was refunded twiceOnce by GTL and once by his credit card company in the form of a charge back

October 20, Dear [redacted] ***This letter is in response to the rejection letter we received from the Revdex.com dated 10/14/[redacted] rejected our response because he says that his calls continue to disconnect prematurelyAs we stated in our previous letter, GTL does not guarantee service on accounts set up on cell phonesWe have already issued a credit for disconnected callsIn addition we listened to the recordings of the calls once we received [redacted] 's rejectionIt appears that there is a lot of yelling and screaming going on and either one or both parties are hanging up on each another [redacted] does have the option to set up an AdvanceRay account on his landline if he chooses to do soUnfortunately we are unable to set the account up as a LEC billed account since GTL does not have a contract agreement in place with his LEC provider which is [redacted] Cable[redacted] stated that the credit card processing fee he was charged each time he added money to his account was excessive [redacted] can avoid this fee if he were to make payments to his account using a check or money orderThere are no fees attached to these types of payment optionsWe advised [redacted] of these payment options in our original resolution.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours,Kathi TAgency Complaints

February 12, Dear ** [redacted] This letter serves as a formal response to the complaint listed above The customer contacted the Revdex.com because he set up an account to receive calls from an inmate in a correctional facility that GTL is the service provider for and is upset that the $credit card processing fee was not disclosed when he set up the account We investigated this complaint and we see that ** [redacted] made his payment onlineWhen a payment is made online there is a brochure that is available to view or printThis brochure address ** [redacted] ’s question regarding the credit card processing feeIt clearly states that credit card payments are subject to feesIt does not state the exact amount as the fee that is charged varies from state to state** [redacted] can avoid these fees by paying by check or money orderThere are no fees attached to these types of payment options In addition the brochure provides a toll free number to talk to a live operator We have tried several times to reach ** [redacted] by e-mail and phone, as of today he has not retuned our calls or responded to our e-mails GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call Sincerely yours,

Attached is the resolution letter to this complaintThis letter serves as a formal response to the complaint listed aboveThe 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 disconnecting prematurley [redacted] is requesting that her account be credited for these calls.We investigated this complaint and contacted [redacted] via telephone on June 5th and explained to her that we listened to the recording of some of her calls and determined that a call on May 21st did in fact disconnect prematurleyWe have issued a credit to [redacted] ***'s account for the dropped callAll of the other calls appear to be mutual hang-upsGTL 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

December 29, 2015Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania K Street NW, 10" FloorWashington, DC 20005–3404RE: [redacted] - Revdex.com Complaint ID # [redacted] This letter is in response to the rejection we received from Mr [redacted] stated in his rejection response that we had told him that we had removed the block from his telephone so he could start accepting calls again from an inmate in The York County JailMr***'s telephone is still blocked.We were waiting to receive a confirmation e-mail from Mr [redacted] acknowledging that he understands that we will reset his telephone line back to LEC billed; however if he exceeds the LEC limit again he will be required to set up an AdvancePay accountThe telephone line was reset today and he should be able to receive calls within the next hours.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Kathi T [redacted] Agency ComplaintsGTLOffice ###-###-#### [redacted] | www.gtl.net

October 24, The Consumer contacted the Revdex.com because there is a block on account # ###-###-#### and she requested that the block be removed so she could set up an account to accept calls from an inmate in the Essex County JailWe investigated this complaint and determined that there is not a block on this account at this timeThe System shows the call failure reason as "inmate cannot afford this call" so the inmate was trying to use debit calling but did not have the funds to do soThe last call was 08-10-We have attempted to contact Ms [redacted] several times via telephone to inform her of this resolution; unfortunately she has not returned our request for a call backGTL 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

***, I just wanted to let you know that we have made several attempts to contact [redacted] by phone on the phone numbers that were provided in the complaintWe are prepared to offer her a Direct Bill account with a $limitWe have left several messages with this information however we have yet to hear from her I thought this information would be helpful in the Revdex.com’s decision as to how this complaint should be closed If you have any questions, please don’t hesitate to call Kathi Kathi T [redacted] Agency Complaints