Global Tel* Link Corporation

October 22, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she has 2 existing accounts with GTL and she is unable to receive calls from an inmate.We investigated this complaint and...

determined that on account number [redacted] there have been no inmate call attempts since April 2014 and on account number [redacted] there have been no inmate call attempts since September 05 2014. It is possible that the inmate has moved to a facility that is not serviced by GTL.We have issued a refund check for the remaining balances on both accounts. We have attempted to contact [redacted] with this resolution however she has yet to return our calls.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

The Consumer...

contacted the Revdex.com because she set up an AdvancePay account to be able to accept calls from an inmate in a TN Department of Corrections facility. Ms. [redacted] was told that she could not transfer the money on her AdvancePay account to the inmates phone account so she requested a refund of the balance in her AdvancePay Account.
We investigated this complaint and contacted Ms.[redacted] via telephone and explained to her that since she used her new credit card in our system when she made the $50 payment we were able to credit the balance on her account in the amount of $50 back to her credit card. Ms. [redacted] is aware that she needs to allow 3 to 5 business days for the credit to appear back on her credit card.
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 company is completely out of control. I can't believe this company is still in business. I called to dispute calls that say third party call had been detected and we DON'T MAKE ANY 3 WAYS OF ANY KIND. It does it on my phone, my aunt's phone, his sister's phone, his mother's phone, and EVERY CALL on his father's phone! They say u have to call w/i 24 hours and know the exact time of the call! If not they won't even put in a ticket (as they call it). Every time I call, I speak with a RUDE rep and they state that there isn't a supervisor available EVER! I called to dispute the calls on all our phones and apparently they put all the phones in my name. Now, my sister in law called and they have put a block on her phone, where she can't speak to her brother! After I call back to check the status of the "tickets" they weren't even placed, due to me requesting a supervisor! This company is a joke and treat their customers very poorly! Their was money on my sister in laws other phone number and they wouldn't transfer it because they put the block on it and now the money is gone (poof)! I have never been treated so poorly by a company in my life and then you have you try and deal with it..... So, they don't make it to where your loved one can't call you. It's all a setup and a rip off! The customer service reps are the rudest people I have ever spoken with who lie and make it impossible to resolve an issue!

June 9, 2014
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she set up two accounts through [redacted].com to be able to accept calls from an inmate in a correctional facility that GTL is the service...

provider for.We investigated this complaint and contacted [redacted] and explained to her that the 2 numbers she provided in her complaint do not have accounts set up with GTL. These 2 numbers are apparently the numbers she purchased from [redacted].com. GTL is not affiliated with this company. [redacted].com is a company that allows people to get cheaper calls, however the customer has to pay them a monthly service fee in the amount of 29.99 in addition to what they would pay GTL. [redacted] needs to redirect this portion of her complaint to [redacted].com to get the 29.99 plus 9.99 refunded. Our records show that [redacted] does have two accounts on 845 436-3022 and 845 436-3021. The transaction history for these accounts is a follows.854 436-3022 –[redacted] made a 25.00 payment through OffenderConnect on 02/24/14. She then transferred those funds to [redacted] on 03/03/14 because phone number [redacted] was not on the inmatesapproved call list at the correctional facility. Once the money was transferred [redacted] received successful calls from the inmate from 03/08/14 through 03/29/14[redacted] – [redacted] made a 40.00 payment on 04/30/14 through our IVR. On 05/13/14 she requested a refund. On 05/25/14 she made a 50.00 payment through OffenderConnect. [redacted] has had successful calls on this account up until 05/27/14. There have been no call attempts since 05/27/14.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

September 11, 2014Dear [redacted],
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was not aware of GTL’s “terms and conditions" when she set up her account. In addition she is requesting a...

refund for calls that disconnected prematurely.We investigated this complaint and contacted [redacted] via e-mail and provided her with a copy of her transaction history and informed her that we have listened to the recordings of her calls and we determined that 5 calls did in fact disconnect prematurely. We have issued a credit in the amount of $25.05 back to [redacted]'s credit card.
With regards to GTL's "terms and conditions" they can be viewed by going to our website at www.connectnetwork.comGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,
Kathi T[redacted] 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]

July 2, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she would like to receive credit for a call that never connected and a refund of the remaining balance on her...

account.We investigated this complaint and contacted [redacted] on July 2nd and informed her that we have issued a credit in the amount of $3.81 for the call that did not connect on June 17th In addition we have waived the $5.00 refund processing fee. The total amount that will be credited to [redacted]’s credit card is $14.01. [redacted] is aware that it could take up to 5 to 7 business days for the credit to appear on her credit 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. regards to your complaint #[redacted].Inboxx Revdex.com of Metro Washington DCFeb 20to me ---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Feb 19, 2015 at 11:56 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected], I received a call from global tel I now have an account with them they say that they are not affliated with this company. I did not intend to file A complaint against globel tel unless they are the owners of the web address below. I stated that when I typed in global tel this place pulled up. I thought I was signing up with global tel this web address below is the unknown co that took my credit card payment and I sent several mess to trying to get a refund with no reply? I also tried calling [redacted] which is mentioned in the web page as a name customer review is wrote about they said they wasn't [redacted]s either?[redacted]   
Regards, 
[redacted]

May 2,...

2016
The Consumer contacted the Revdex.com because she states that the rate and fees she is charged to accept calls from an inmate in the Ventura County Todd Road Correctional Facility is
outrageously high. Ms. [redacted] is requesting a refund.
We investigated this complaint and contacted Ms. [redacted] and explained to her that her current rate she is charged to accept calls from the inmate is the correct rate. Ms. [redacted]'s calls are billed at $4.24 for the 1st minute and $0.79 for each additional minute. Ms. [redacted] resides 44 miles from the correctional facility. Ms. [redacted] can avoid paying the credit card convenience fee if she adds money to her account using a check or money order. There are no fees attached to these 2 payment options.
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

[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]

Global Tel* Link Corporation www.gtl.net                                                                                  December 22, 2015
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 is in response to the rejection response we received from Ms. [redacted]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 accounts. We have removed Ms. [redacted]'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]

[redacted],
 
I just wanted to let you know that we have made several attempts to contact [redacted] by phone on the 2 phone numbers that were provided in the complaint. We are prepared to offer her a Direct Bill account with a $100 limit. We 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

July 1, 2014
Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she paid $25.00 to set up an Advance Pay account to be able to talk to an inmate in the [redacted] County Florida Correctional...

facility. [redacted] was only able to receive 1 completed call, all of the other calls disconnected prematurely. She is requesting a refund for the disconnected calls and to close her account.We investigated this complaint and contacted the customer and explained to her that we listened to the recordings of the calls that were made on June 11th and determined that the calls did in fact disconnect prematurely. We have issued a credit in the amount of $11.90 giving her account a balance of $12.98. We have waived the $5.00 refund processing fee and have issued a credit back to her credit card in the amount of $12.98. The customer is aware that it could take 5 to 7 business days for the credit to appear on her credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely,

August 17, 2015This letter serves as a formal response to the complaint listed above.
The Consumer contacted the Revdex.com because she is requesting that the money that is on her existing account be transferred or refunded for the calls she accepts from her husband who...

is incarcerated in the [redacted] County Jail (FL) that have disconnected prematurely.We investigated this complaint and contacted [redacted] via e-mail and explained to her that account number [redacted] has a balance of $11.85. When we attempted to call this number we received a recording saying that this number is no longer in service. We have transferred the $$11.85 balance from this account to account number 772 581-0352. In addition we have listened to the calls from June 4th thru August 11th and have issued a credit to the new account in the amount $14.58 which represents all the calls that disconnected less than 5 minutes. Total amount Credited to new account was $26.43
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  there is no attachment.
The bottom line is they repeatedly insisted they only charged my credit card 2 times.  There last response says, we will block people's phone numbers, but not the card holder's, unless we get paid money [redacted] bank has determined we are not owed.
Regards,
[redacted]

July 20, 2015The Consumer contacted the Revdex.com because her account was doubled billed in May 2015and she has still not received her refund.
We investigated this complaint and contacted [redacted] and explained to her that that the payment that was processed May...

18th in the amount of $54.75 had been approved. Unfortunately the GTL system controller timed out on the transaction and that is why it did not post to her account. The system error was on GTL's end and we have investigated the transaction through our payment system CHASE and we were able to determine that we did actually collect the payment.We have placed the $54.75 back on her account to correct her negative balance.
GTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directly.
Sincerely yours,
Kathi T.
Agency Complaints

August 4, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on July 25th 2014 she made a $25.00 payment and when she checked her account balance it showed only $21.00 was added...

to her account.We investigated this complaint and contacted [redacted] via e-mail and explained to her that prior to processing a credit card payment the recorded prompts advises the customer that applicable service fees will be applied to this payment. The service fee is $4.75 for each $25.00 transaction. This fee can be avoided by paying by check or money order. There are no fees attached to these 2 types of payment methods. The rate [redacted] is charged for each call is billed @ $3.79 for the first minute and $0.69 for each additional minute.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,Kathi T[redacted] Agency Complaints

June 2, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she states that GTL is charging her $10.00 for each call that she accepts from an inmate in The [redacted] Jail.We...

investigated this complaint and contacted [redacted] via US mail on May 23, and explained to her that our records reflect that all her calls have been billed at 2.70 no matter how long shetalks. We included a copy of [redacted]s phone records in the resolution letter that was sent to her.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

[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]

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 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 prematurley. We have issued a credit to [redacted]'s account for the dropped call. All of the other calls appear to be mutual hang-ups.
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