Global Tel* Link Corporation

May 12, 2015[redacted]This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because he is requesting a refund for the calls that disconnected prematurley that he received from his wife who is incarcerated in the...

[redacted] County Correctional facility in AL.We investigated this complaint and contacted [redacted] via telephone on May 11th and informed him that we listened to the recording of his calls and determined that he did in fact have calls that disconnected prematurley between April 26th through April 30th. We have issued a credit in the amount of $21.09 back to [redacted] credit card. [redacted] is aware that it could take 5 to 7 business days for the credit to appear on his credit card statement.
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

November 17, 2016
13.3333px; font-family: Arial; vertical-align: baseline; white-space: pre-wrap;">The Consumer Contacted the Revdex.com because he has not been able to receive calls from an inmate in the William Huron Valley Correctional facility after changing his telephone number about a week ago. Mr. [redacted] states that GTL needs to update his account with the new telephone number.
After reviewing Mr. [redacted]'s account number ###-###-#### we determined that Mr. [redacted] requested GTL to transfer the funds on this account in the amount of $52.70 to account number ###-###-####. The transfer was processed on November 8th 2016. Once the transfer was completed account number [redacted] was left with a $0.00 balance. Mr. [redacted] accepted a 15 minute call from the inmate on November 14th 2016 on the new 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[redacted]
Agency Complaints

April 7, 2014
Dear [redacted]This letter is in response to the rejection response we received from **. [redacted].The automated calling feature is a new feature that was meant to be a helpful reminder that a customer’s account balance is getting low. **. [redacted] stated in her original complaint that she was told by one of GTL’s customer service representatives that GTL did not offer this type of service. Unfortunately the CSR that spoke to **. [redacted] provided her with incorrect information. As I stated earlier that this feature is fairly new; however there is no excuse for our CSR’s not to be aware of this new feature. A copy of this complaint has been sent to the customer support center manager.We have been in contact with **. [redacted] and informed her that she has the option of receiving the low balance notifications via e-mail rather than getting the automated voice message. In order to make this change she will either need to log onto her OffenderConnect account or contact our Customer Service department at ###-###-####GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours

[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]

July 21, 2014Dear Ms. HorneThis letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she requested a refund over 2 months ago and she has yet to receive the refund.We investigated this complaint and...

determined that [redacted] made a $25.00 payment on May 28th and requested a refund on May 29th. Unfortunately the refund was never processed. We have contacted [redacted] via e-mail and advised her that a credit in the amount of $25.00 has been issued back to credit card ending in 3755. We have waived the $5.00 refund processing fee. In addition we informed [redacted] to please allow 7 to 10 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 feel free to call.Sincerely yours,

[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. 
  ---------- Forwarded message ----------
F[redacted]
[redacted]
[redacted]
[redacted] the problem seems to have been fixed. I have received several "good" phone calls in the last week or so.   Thank you.  Sincerely,  [redacted]   complaint number [redacted]
 
Regards,
[redacted]

June 20, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was informed by GTL that if she would like to continue to receive calls from an inmate in The [redacted] Correctional...

facility she will have to set up an Advance pay account. [redacted] would like to go back to having the calls billed to her [redacted].We investigated this complaint and contacted [redacted] and explained to her that GTL did block her phone. On January 11, 2014 our records reflect No collect calls allowed. The No Collect Call block was done by her [redacted]. The block has been removed and we have changed the account back to [redacted] billed. In addition we have issued a refund in the amount of 69.14 which was the remaining balance on her Advance Pay account. [redacted] is aware that if she exceeds GTLs 30/30 day call limit she will need to set up an Advance Pay account.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.[redacted] Agency ComplaintsOffice [redacted]

August 27, 2015This letter serves as a formal response to the complaint listed above.
The Consumer contacted the Revdex.com because he purchased 2 - $25 [redacted] gift cards to add money to his GTL telephone account so he would be able to talk to an inmate in the [redacted]...

[redacted] Jail. The funds were never applied to his account.We investigated this complaint and contacted [redacted] via telephone and informed him that one of the $25 payments posted to account number [redacted] when it should have been applied to account number [redacted]. As a onetime courtesy we transferred the $25 to the correct account.
With regards to the other $25 payment; this payment was applied to the inmates Debit account. The $25 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

April 23, 2015
Dear [redacted]This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she was given incorrect information about being able to add money to an inmate's pin debit account. She called into...

GTL's customer service department to request a refund and was told that it would take 4 to 6 weeks to process her refund.We investigated this complaint and contacted [redacted] via telephone on April 22nd and informed her that her refund has been processed in the amount of $29.75. [redacted] said she was very pleased with this resolution.
GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.
Sincerely Yours,Kathi TAgency Complaints

November 10, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made to payments to her GTL telephone account and the payments never posted to her account.
We...

investigated this complaint and left a voice message for [redacted] advising that the 2 missing payments have been located and have been applied to her account. Further advised if she had any additional issues to please call us back.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

July 11, 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 that the $6.95 credit card processing fee she was charged be refunded and her account balance on her...

old phone number be transferred to her new number.We investigated this complaint and contacted **. [redacted] and informed her that she was never charged the $6.95 processing fee and we have sent her a copy of her transaction history to verify that she was not charged the fee. In addition we have informed her that we have transferred her account balance in the amount of $8.73 to her new phone number. **. [redacted] advised us that she was satisfied with this resolution.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 CALLS. Their system requires you to press 0 to accept a call. About half of the time, this does not work. The person trying to contact me has given up because they think I am rejecting their calls. Their system DOES NOT WORK. I have over $100 on my two accounts there that is useless BECAUSE THEIR SYSTEM DOES NOT WORK. I would like a refund of all remaining funds on both numbers or I am joining the other customers in getting the class action lawsuit going. EVERYONE WHO USES THIS SYSTEM HAS THIS PROBLEM, THIS PROBLEM HAS BEEN ONGOING FOR YEARS. She 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 money. GIVE 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]

Tried to put in the area that my son was in jail, and system wouldn't allow it. The system keep asking for the same information. The information was stored but keep saying to add it? Now I'm so worried about my information isn't secure.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I did speak with GTL about this resolution. The money has been refunded. My words to the GTL representative was that the amount of money in dispute was not the issue, rather the complete lack of professionalism regarding their error. I tried numerous calls and emails and was treated extremely rudely. I was told that there was no error by GTL. It wasn't until the Revdex.com was notified that something was done. I explained to the representative that considering 20% of the money paid to GTL went to fees, I would have expected better and more receptive customer service. 
Regards,
[redacted]

February 23, 2015
Dear [redacted],
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she paid $48.95 to set up an account to be able to talk to her husband who is incarcerated in the [redacted]...

Detention Center.We investigated this complaint and contacted [redacted] and advised her that it appears that she filed her complaint with the wrong company. She thought that she was setting up an account with GTL but in reality she set up her account with “[redacted]". GTL is not affiliated with this company in any way. We have received many complaints from people stating that they thought that [redacted] was affiliated with GTL. [redacted] informed us that she would be filing a complaint against [redacted] and would advise the Revdex.com that the complaint filed against GTL was done in error.
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

August 5, 2015
This complaint was closed by the Revdex.com as unresolved. Please review the resolution below and consider closing it as closed as resolved.
The Consumer contacted the Revdex.com because the chargeback in the amount of $54.75 never appeared back on her credit card.
When a consumer requests that a payment be reversed on their credit card, their bank sends us the chargeback for the amount that was originally paid. Our records show that the chargeback did occur. however the $54.75 never was credited back to [redacted]p's account. When we contacted [redacted]'s bank they indicated that they had no record of the chargeback. There was obviously some type of system error with this transaction; therefore we have issued a credit in the amount of $54.75 to [redacted]'s AdvancePay account.
We contacted [redacted] via telephone and advised her of 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

May 8, 2014
Dear [redacted]This letter is in response to the rejection response from **. [redacted] stated that a payment made by [redacted] on November 8th 2013 never posted to his commissary account. I have attached a printout from our OffenderConnect website that is a receipt showing that the payment was applied to **. [redacted]’s Pin Debit account, not his commissary account. In addition I am providing you with a copy of **. [redacted]’s Pin Debit reconciliation report from November 1st 2013 through November 30th 2013. All transaction dates and times are in EST timeGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours ,

February 10, 2015
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because his telephone company that he has ([redacted]) will not allow him to receive collect calls from an inmate. He was informed by...

GTL that if he would like to accept calls from the inmate he will have to set up an AdvancePay account. [redacted] states that he was never told there would be fees charged to set up and AdvancePay account With GTLWe investigated this complaint and contacted [redacted] via e-mail and explained to him that according to our records, [redacted] set up his AdvancePay account via GTL's AdvancePay portal. By choosing this method he did not talk to a live customer service representative; however he was prompted the necessary steps to establish an AdvancePay account. On January 20th [redacted] called and requested that his account be closed and the remaining balance on the account refunded. The balance on this account at the time the refund request was made was $19.00. We processed the refund which included the $5.00 refund processing fee. The total amount of the refund was $14.00.On February 4th we issued a courtesy credit back to [redacted]'s account in the amount of $5.00 which represents the refund processing fee.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

we are still in the process of locating all of the customers money in order for the refund to be processed.

[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]