Global Tel* Link Corporation

[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]

[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:
They keep telling me what they're charging me is correct. here is the list of fees they charge for the facilities they contract for. if you notice the most they charge for a call is on any one of these is 3.00 connection fee and at the very most .28 cents per minute. they're charges me 4.23 connection fee and .79 cents plus tax per minute. they can keep calling me and telling me what they are charging me is correct when in fact this list of fees i'm presenting to you I got off of their web sight so unless they adjust my fees and credit my account i'm not going to stop my complaint
Regards,
[redacted]

January 15,...

2016
Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania
1411 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.
The Consumer contacted the Revdex.com because she made a $10 cash payment via the kiosk at the Noble County prison and the payment never posted to the inmates account. Ms. [redacted] is requesting a refund of the $10 cash payment.
We investigated this complaint and contacted Ms. [redacted] via e-mail and explained to her that her refund has been processed in the amount of $10 and was mailed to her via US mail.
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
CGIL
Office ###-###-#### [redacted] | www.gtl.net

April 11,...

2016
The Consumer contacted the Revdex.com because she is requesting a refund in the amount of $75 for unauthorized charges from GTL on her credit Card.
We investigated this complaint and contacted Ms. [redacted] via E-mail and explained to her that our records show that she set up the Auto Reload feature which will automatically add money to her GTL account when the balance gets low. There were 3 separate Auto Reload payments in the amount of $25 each. Each payment posted to Ms. [redacted]'s GTL AdvancePay account. There is no refund due at this 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

The customer contacted the Revdex.com because she made a $49.00 deposit to an inmate's debit account and the money was never applied.
We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her that our records show that she attempted to...

make a payment to the inmate's debit account through GTL's website and the payment was approved; however it was never applied to the inmate's account. We have located the payment and adjusted the account to the correct balance.The CSR that investigated this complaint provided Ms. [redacted] 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 call.
Sincerely yours,
Kathi Tarkir Agency Complaints

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: We continue to have the problem with sending and receiving the emails that we have paid for I have sent additional complaints to the company to have this addressed and I was told it was being sent to tech support to find a resolution and with every email that is sent they deduct a credit off of our accounts for sending them and my biggest problem with that is if the other party is not receiving it why are we being charged for the service that is not being provided. I do appreciate that they are trying to provide a service for them to be able to communicate with there families but when the service fails to do its job there customer service representatives should be able to look into and try and resolve the problem instead Juan had me on hold more then 30 minutes telling me he only handles payments and problems with the phone so why have the number listed for customer service on the emails account if that is not there job. My resolution that I would like from this if possible would be credit for the emails not received or credit added to mine and my husbands account for just having to go threw this problem on more then one occasion.
Regards,
[redacted]

December 21, 2015
Global Tel* Link Corporation www.gtl.net
Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania
1411 K Street NW, 10th Floor Washington, DC 20005-3404
RE: [redacted] – Revdex.com Complaint ID # [redacted]
This letter...

serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she no longer required her 2 GTL AdvancePay accounts. She has requested that the accounts be closed and a refund of the remaining balances on both accounts.
We investigated this complaint and contacted Ms. [redacted] via telephone and apologized to her for the refund request not being processed in a timelier manner. Ms. [redacted] verified the last 4 digits of the credit card she used to set up the accounts with and we processed her refund in the form of a credit back to her credit card.
Ms. [redacted] is aware that it could take 7 to 10 business days for the credit to appear on 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[redacted]Agency ComplaintsOffice ###-###-#### [redacted] | www.gtl.net

The attached e-mail was sent to [redacted] on 11/19/14. as of today we have not had a response to our request for [redacted] to contact us. Please advise as to how you would like us to proceed with this complaint.
sincerely,
 
Kathi T[redacted]

June 9, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because her billing records on GTL's ConnectNetwork website does not reflect the accurate balance that is available to accept additional...

calls.We investigated this complaint and I am including a spreadsheet of [redacted]'s billings call records. The account balance is correct per our billing system. The call records that are uploaded to the website can fail and as a result provide incomplete billing/call history. The only accurate and reliable way to obtain the correct balance information is to contact customer service and have them pull the data straight from the billing system. This can be e-mailed or mailed to the customer at the time of the request.
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 8, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was charged for 3 calls that she accepted from an inmate in the [redacted] County Jail however she never actually...

spoke to the inmate. [redacted] is requesting a refund for the 3 calls.We investigated this complaint and contacted [redacted] via voicemail on December 5th and explained to her that we listened to the recordings of the calls in question and we determined that the length of the 3 calls were under 1 minute. We have issued a refund in the amount of $20.00 for the 3 calls. [redacted] was provided the direct contact telephone number of the representative that resolved this issue if she would like any additional information.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 12, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on February 10th 2014 she contacted GTL and requested that her account be closed and a refund of the remaining...

balance on the account. [redacted] has never received her refund.We investigated this complaint and contacted [redacted] via telephone on November 11th and apologized for the delay in processing her refund. A refund check in the amount of $25.00 will be issued and mailed on November 17th. [redacted] was advised to please allow 7 to 15 businesses to receive the check.
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

April 28, 2015This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she no longer needed GTL's services so she called into customer service to request the remaining balance on her account refunded. She...

has never received her refund.We investigated this complaint and contacted [redacted] via e-mail On April 28th and informed her that apparently there was an issue with [redacted] Bank processing our credit card refunds. The issue has since been corrected and a credit in the amount of $34.91 has been issued back to her credit card. [redacted] is aware that it could take up to 3 to 5 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 contact me directly.
Sincerely yours,Kathi TAgency Complaints

February 11,...

2016
The Consumer contacted the Revdex.com because GTL charged her in the amount of $150.00 without her authorization. Ms. [redacted] is requesting a refund.
We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her that our records show that the credit card charges were processed and posted to her AdvancePay account via GTL's Auto Reloader option on December 10th 2015. Ms. [redacted] informed us that she was aware that the payments posted to her account and she acknowledged talking to the inmate. Once we informed Ms. [redacted] that the charges are sustained she requested that we block her telephone from receiving any more calls from the inmate in The Morgan County Correctional Complex.
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

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 completed. When you answer the phone the amount available Is told to you before every phone call is connected. Last night January 12,2016 my daughter answered the phone to speak with her father but it kept hanging up on her. The next time he called I answered and it said that there were no funds available as I just placed the amount of $50 on January 9, 2016. On January 12, 2016 around 1 PM I received a phone call the remaining balance on the phone Was $28. I then pressed number two on the phone to check the balance it had been told me that I had a negative balance of $297. 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 funds. then 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 balance. They were not willing whatsoever to reconcile with me. I 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 mistake. I even offered to pay half of the amount, that was not " acceptable" to them. Please be very cautious when using the system I would not want anyone to be in the position I am in. I was told the amount needed to be paid in full before any more calls could be connected

Attached is the resolution letter to this complaint.
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that her mother, [redacted] account closed and the remaining balance refunded We...

investigated this complaint and contacted [redacted] via telephone on May 29" and determined what she is really asking for is to transfer the remaining balance on account # [redacted] to her account which is [redacted]. When she called in to request this transfer her request was denied because at the time the account was established [redacted] was not added to the account as an authorized user. In addition [redacted] is not an authorized user on [redacted]'s account. A refund was processed on [redacted] account; however because of GTL's privacy policy we were unable to disclose the amount and time the refund was processed to [redacted] because she is not an authorized user on the 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

November 7, 2016
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 refund.
We contacted Mr. [redacted] to verify his address and informed him that a check request was processed in the amount of $7.50 for the cancelled video visitation. Mr. [redacted] thanked the CSR that investigated this complaint 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 T[redacted]
Agency Complaints

[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: Yes they reversed the negative balance on the account, but the additional charge of the amount has yet to be sent back to my bank. Im not fully understanding why the delay of sending the charge back to my bank if they have determined that they received the payment rather the system timed out or not.
When my funds are returned then I will be satisfied.  
Regards,
[redacted]

September 24, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a payment of $25.00 and the payment only allowed her to accept 1 call. She states that she is being...

overcharged for her calls.We investigated this complaint and determined that based on the area code and prefix of [redacted]'s telephone number from the facility she is being charged the correct rate. A 30 minute call is $14.00 plus $1.60 in taxes equals $15.60. When you add the cost of the call plus the credit card convenience fee of $6.95 it comes to $22.55. I am attaching a copy of [redacted]'s call records with this letter. The call records also reflect that the inmate calls can be up to 30 minutes, not 15 minutes as [redacted] stated in her complaint.[redacted] can reduce the cost of her calls by purchasing a cell phone number that has the same area code and prefix as the correctional facility where the inmate is located. In this case it would be area code [redacted] and a prefix of [redacted]. This would bring the cost of her calls down to a flat rate of $4.10 plus applicable taxes.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 24, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because someone fraudulently used her debit card in the amount of $300 to set up an AdvancePay account with GTL. [redacted] is requesting a refund from...

GTL.We investigated this complaint and contacted [redacted] via telephone and e-mail and informed her that we have located the account that her credit card was used for. We have issued a credit in the amount of $300 back to [redacted]’s credit card. [redacted] is aware that she needs to allow 3 to 5 business days for the credit to appear back in 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 TAgency Complaints

December 12, 2014Dear [redacted],
This letters serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because the account she set up with [redacted], LLC to be able to talk to her daughter would not allow her daughter's...

calls to connect. [redacted] is requesting a full refund in the amount of $25.00We investigated this complaint and contacted [redacted] via voice mail and advised her that we have processed her refund in the amount of $25.00 and to please allow 7 to 10 business days to receive the check in the mail.
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