Global Tel* Link Corporation

April 18,...

2016
The Consumer contacted the Revdex.com because she made a payment in the amount of $25 and she had an additional charge on her credit card statement in the amount of $16.90.
We contacted Ms. [redacted] via telephone and informed her that some credit card companies are charging an additional fee when adding money to an inmates trust account. GTL did not charge her $16.90 her credit card company did. Ms. [redacted] 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[redacted]
Agency Complaints

Global Tel* Link Corporation www.gtl.net
Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania1411 K Street NW, 10" Floor Washington, DC 20005-3404
RE: [redacted] – Revdex.com Complaint ID # [redacted]
This letter serves as a formal response to the...

complaint listed above.December 14, 2015
The Consumer contacted the Revdex.com because she is requesting that GTL close her old GTL account and transfer the balance on the old account to her new account.Ms. [redacted] called into GTL's customer service department earlier today and her request to close her old account and transfer the remaining balance in the amount of $2.00 to her new account was processed at that time.
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 18, 2015This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because the calls she receives from her husband who is incarcerated in the [redacted] Correctional Facility are not connecting.
We...

investigated this complaint and contacted [redacted] via telephone on May 18th and explained to her that the calls were not connecting to account [redacted] because this account number was not approved on the inmate's allow list. [redacted] requested that we transfer the funds from [redacted] to account [redacted]. This number is on the inmate's allow list.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

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

[redacted] 7, 2014
Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because when she made a payment to her account GTL advised her that the payment declined however her bank statement reflects the...

payment being deducted from her account. In addition she would like to see some improvement in GTL’s customer serviceWe attempted to contacted **. [redacted] several times via telephone however since **. [redacted] did not return our calls a letter was sent to **. [redacted] with the resolution to her complaint.When a payment is declined by GTL there is a disclaimer advising the customer that a pending transaction is released by the customer’s financial institution within three to ten business days back to their account. **. [redacted] needs to contact her financial institution to see when the funds will be released, not GTL.In addition we explained that when a customer uses multiple credit cards in an attempt to fund an Advance Pay Prepaid account the system flags that account and disables credit card usage. We ask that customers not use more than two credit cards per account.The current rate **. [redacted] is charged to receive calls from an inmate in The [redacted] Correctional Facility is $0.20 per minute with maximum talk time of 15 minutes, therefore a 15 minutes call is $3.00 + $0.32 tax total $3.35 each. We have included copies of **. [redacted]’s payment history with the letterGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

June 3, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because in January 2014 she closed her GTL account and requested that the remaining balance be refunded. She has yet to receive...

her refund.We investigated this complaint and contacted [redacted] via phone on June 2nd and advised her that the refund check has been processed and will be sent to the address on the complaint. We apologized for the length of time it took for this refund to be processed.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.

November 20, 2014The customer contacted the Revdex.com because she requested a refund of the remaining balance on her account and was told that there would be a $5.00 refund processing fee. [redacted] is requesting that we refund the entire balance on her account.We...

contacted [redacted] via telephone and explained to her that we have waived the $5.00 refund processing fee and have issued a credit back to her credit card of the entire balance on her account in the amount of $6.22. [redacted] is aware that it could take up to 7 to 10 business days for the credit to appear on her credit card statement.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

December 9, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she no longer needs her GTL telephone account and she is requesting that we close her account and refund the...

remaining balance on the account.We investigated this complaint and contacted [redacted] via e-mail on December 8th and informed her that we have issued a credit in the amount of $45.93 back to her credit card. [redacted] is aware that it could take 5 to 7 business days for the credit to appear on her credit card statement.
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

September 2, 2015This letter serves as a formal response to the Complaint listed above.
The Consumer contacted the Revdex.com because she made a payment in the amount of $22.95 to her account on July 22nd and the payment never posted to her account. [redacted] is...

requesting that the payment be applied to her account as well has additional credit for the time it has taken to get this issue resolved.We investigated this complaint and contacted [redacted] via telephone on September 1st and advised her that we have located the payment and posted the full payment of $25.00 to her 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 T
Agency Complaints

December 22, 2014Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she closed her GTL account and was told it would take 4–6 weeks to process her refund. It has been 10 weeks and...

she still has not received her refund. We investigated this complaint and contacted [redacted] via telephone and explained to her that our records show that a refund check had been processed on 11-17-14; however the check has never been cashed. A new refund check in the amount of $15.66 was issued and was mailed to [redacted] via overnight mail. [redacted] contacted us and verified that she had received the replacement check.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 4, 2014Dear [redacted]
The customer contacted the Revdex.com because she made a $25.00 payment to her account on May 2 and was told that the payment was declined so she made another $25.00 payment. When she checked her bank statement it showed both $25.00 payments...

were deducted from her bank account. [redacted] is requesting that $25.00 be credited to her GTL account. We investigated this complaint and contacted [redacted] via e-mail on June 2" and explained to her that the $25.00 payment she made on May 2 was deducted from her account in error. The payment was reapplied back to her account on May 21st.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

This response is in response to **. [redacted]'s rejection of our resolution letter dated May 7th 2014.  We apologized to **. [redacted] for the unprofessional experience he had with the CSR when he first contacted GTL. When a customer has a negative experience with our customer service department we appreciate the fact that they bring it to our attention . Hopefully by providing  **. [redacted] with the CSR's direct phone number that he spoke with regarding this complaint he will call her should he have any additional problems in the future.

July 7, 2014
Dear **. [redacted]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 on June 16th from the [redacted] Correctional...

facility.We listened to the recording of the call in question and determined that the call disconnected per **. [redacted]’s three way call attempt to a number provided by the inmate in the conversation. GTL does not allow three way call attempts; therefore the system terminated the call. **. [redacted] informed us that the inmate would be released on July 23rd and is able to use the jail phone so she no longer needs GTL’s services. As a courtesy we have waived the $5.00 refund processing fee and have issues a credit of the remaining balance on her account in the amount of $2.86 back to **. [redacted]’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 is requesting a refund for 2 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 2 calls were not 3-way call attempts and issued her a credit to her account in the amount of $1.02. In addition we reminded her that if the inmate is caught attempting a 3-way call he could lose his telephone privileges. The CSR that provided this resolution to Ms. [redacted] provided her 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[redacted]
Agency Complaints

This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he was not satisfied Knowledge of GTL's CSR's. He said he was provided false information.We investigated this complaint and determined that Mr. [redacted] contacted...

our call center on January 10" 2015 and would not disclose any information such as account number and password to the CSR who was trying to assist him. Mr. [redacted] stated to the CSR that the previous CSR that he spoke with hadn't provided the correct information about GTL's policies and procedures. We attempted to explain to Mr. [redacted] about GTL's service fees, cell phone policy and how to set up a Friends and Family account. In addition Mr. [redacted] was advised that he could go to GTL's www.Connectnetwork.com Website to the FAQ section to get his questions answered. Mr. [redacted] then asked the CSR to call the inmate to tell the inmate who is trying to call him. Mr. [redacted] was advised at that time that GTL CSR's are not allowed to contact an inmate. Mr. [redacted] became very irritated at that time and began using profanity at which time the CSR disconnected the call.Mr. [redacted] was contacted again on January 14" and 15" and continued to use profanity and talk over CSR when she would try to answer his questions. The CSR then responded that she does not appreciate being talked to that way and told Mr. [redacted] to have a nice day and disconnected the call. We have issued a onetime credit for the service fee that Mr. [redacted] was charged when he made a payment on his account.Unfortunately Mr. [redacted] is not happy with this resolution; however there is nothing more for GTL to do at this time.Sincerely yours,Kathi T[redacted]
Agency Complaints

February 25, 2015Dear [redacted]This letter is in response to the rejection response we received from [redacted].[redacted]'s original complaint was that he authorized [redacted] (account # [redacted]) to use [redacted]'s credit card to make 2 payments in the amount of $518.50 each from his credit card to add to [redacted]'s trust account while he was incarcerated. [redacted] states that GTL charged 4 payments in the amount of $518.50 and an additional 5th payment in the amount of $106.00. [redacted] was an inmate at the time the request took place.
[redacted] states that GTL owes him for the 3 payments that he did not authorize.We investigated this complaint and asked [redacted] to provide us a copy of his bank statement to show that 5 withdrawals from GTL had been deducted from his account. A charge back from [redacted]'s bank was processed for 2 of the $518.50 payment for a total of $1,037.00.
Our records show that [redacted] used [redacted]'s credit card and authorized 3 additional transactions. The money was applied to the following accounts:[redacted]– 1 payment on 5/25/14(3)4:47 am in the amount of $518.50 and a 2nd payment on 5/26/14 A 3:52 am for $518.50[redacted] – 1 payment on 5/25/14 @ 1:04pm in the amount of $518.50 and a 2nd payment on 5/26/14(3) 3:45 am for $188.50. These 2 payments were charged back to [redacted]'s credit card[redacted] – 1 payment on 5/28/14 @ 7:23 pm for $106.00As you can see [redacted] authorized 5 transactions on [redacted]'s credit card. Based on the breakdown of the credit card transactions [redacted] owes GTL $1,037.00 for the chargeback that needs to be paid in full via Money order. If/when we receive this payment from [redacted] will be more than happy to remove the block from [redacted]'s telephone number.We would normally contact the consumer with this resolution; however per GTL's in-house Council we have been advised to only communicate via a letter through your agency.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

August 11, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on Aug 4th 2014 she received a call from her husband who is in the [redacted] Correctional facility and about 5...

minutes into the call GTL's recording came on and said that they only had 1 minute left. The calls are supposed to last 15 minutes.We contacted [redacted] and informed her that we had listened to the recording of the call and she was correct. The 1 minute warning came on and the call was disconnected before the allotted 15 minutes. In addition we advised her that we noticed the same thing happened on a call she received on Aug. 3rd 2014. We have issued a credit for the 2 calls in the amount of $790 to [redacted] [redacted]'s account.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,
Kathi T[redacted] Agency Complaints

September 24, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the payment she made to an inmate's debit account never posted to the inmates account.
We investigated...

this complaint and contacted [redacted] via e-mail on September 23rd and explained to her that there was a technical problem that caused her payment not to post to the inmates account. Since [redacted] no longer has her prepaid credit card we have issued a refund check in the amount of $12.67.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely,
Kathi T
Agency 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

April 8, 2015Dear [redacted]
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she paid $50 to set up a telephone account with GTL so she could talk to her nephew who is incarcerated in the [redacted]...

[redacted] Correctional Facility. The $50 should have been enough to accept at least 12 calls, after just 3 calls the recorded prompt said that there was not enough money in the account to accept another call. She states that she has added over $150 in 4 months to the account and is requesting that $100 should be refunded.We investigated this complaint and contacted [redacted] via telephone on April 7th and advised her that we have e-mailed her copies of her call and billing transaction history as she requested. Based on these records we determined that [redacted]'s account balance is correct. In addition we explained to her that if the inmate makes back to back calls that are not answered our system will deduct the cost of each call until he stops calling. The funds are normally released back to the account within 45 minutes to 1 hour.
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