Global Tel* Link Corporation

June 3, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting a credit to her account for calls that have disconnected prematurley or did not connect at all. In addition she does not agree...

with the service charge that she is charged every time she adds money to her account.We investigated this complaint and contacted [redacted] via US mail and explained to her that our records show that she has never paid a credit card service fee when she has added money to her account. Please refer to the attached pay and call history file. We listened to the calls that were short in duration and determined that most of them were mutual hang-ups. The calls that did not connect were never charged to her account. We have issued a credit in the amount of $9.18 for the calls that were not mutual hang-ups and were under 5 minutes in duration.
GTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directly.
Sincerely Yours,Kathi TAgency Complaints

October 18,...

2016
The Consumer contacted the Revdex.com because she has been receiving unwanted Calls from an inmate in a CADOC facility. Ms. [redacted] would like both of her telephone numbers blocked from receiving these unwanted calls.
We investigated this complaint and contacted Ms. [redacted] via e-mail and informed her that we have blocked both of her telephone numbers from receiving calls from any and all correctional facilities that GTL is the service provider for.
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

August 5, 2014
Dear [redacted]The customer contacted the Revdex.com because on June 28th 2014 she called GTL to close her account and refund the balance. [redacted] was told it...

would take 30 days to process her refund. It has been 30 days and she has not received the refund.We investigated this complaint and contacted [redacted] and informed her that we tell customers that the mailing of checks for refunds takes an average of 3 to 4 weeks; however it can take up to 60 days because of getting the refund approved and then processing the actual refund. The refund has been approved and processed and we have waived the $5.00 refund processing fee. Total amount of refund is $88.80GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call. 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:On October 27th I could not make a payment, NOT due to the system being down. It took three representatives, one of which Leandra who was a supervisor, to tell me why I could not make a payment. They claimed that I could no longer make payments using my credit card because I had put more than $500 on my account in less than 30 days. Again it had absolutely nothing to do with either system being down. I DID NOT make a payment on their website for $200 on October 27th. I do not have an email confirmation, and more importantly, there is no option to make payments above $100 using their system. This is the first first payment I made by going to [redacted]. In total I was forced to pay in this manner three times. This is a major inconvenience since I am blind and a paraplegic.
On November 24th I was told by the representative that I would be issued a credit for $49.15. I rejected that Revdex.com response as well because they did not credit me the full $49.15 and only did $49.12. The initial reason I filed the previous Revdex.com complaint was because GTL once again claimed that their system was down for SIX DAYS and I could not get my refund. When the customer service representative asked if there was anything else, there was nothing else pertaining to that particular complaint/issue. I felt as if the two matters should be kept separate. 
It is true that the person I was speaking with (they are not inmates since they are not convicted) was released on November 17th. I was skeptical of raising any issues because of, first repercussions, and secondly I wasn't sure what the outcome would be. If I could have avoided using GTL's "services" altogether, I would have. They have poor customer service, astronomically high rates, an extremely flawed phone system, and continual failure to know their own reasons of why someone cannot put money on their account. These are just a few of the reasons I am unhappy with their "service". Whether or not the person has been released is irrelevant. I dealt with unsatisfactory, disappointing, and rude service with them for 127 days. 
Regards,
[redacted]

September 18, 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 a $50.00 payment be refunded back to her credit card. In addition she would like a credit...

issued to her account for calls that disconnected prematurely.We investigated this complaint and contacted [redacted] on September 15th and she informed us that she has in fact already received the $50.00 refund check that she requested. We listened to the recordings of her calls and determined that some calls have disconnected prematurely. We have issued a credit to her account for 3 of those calls.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Kathi T
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:     In their reply, it states they contacted me for my credit card information for the refund. I also go a phone call stating they were authorizing a refund to my account. I never gave them credit card information, and because the initial charges were made fraudulently on my bank debit card, the original card was cancelled and an new one issued. Again, they have not spoke with me at all, only left a voice message at my home phone number. 
Regards,
[redacted]

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because her son has been transferred to another correctional facility and he has not been able to call Ms. [redacted] using his debit card nor Ms. [redacted]'s AdvancePay...

account.We investigated this complaint and determined that the calls would not connect because Ms. [redacted]'s telephone number was not on the inmates allow list. We contacted Ms. [redacted] and explained to her why the calls were not connecting. Ms. [redacted] informed us that her son has been released and requested a refund of the remaining balance on her AdvanceRay account. We have issued a credit in the amount of $25 back to Ms. [redacted]'s credit card. Ms. [redacted] is aware that it could take 3 to 5 business days for the credit to be processed back to her 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

A trouble ticket has been issued for this complaint to determine why the consumer's calls are disconnecting prematurely. As soon as we have the results I will send a resolution letter for this complaint

GTL has by far the worst customer service I have ever dealt with. I was given 4 different numbers to call, and no matter which number I called, they all did not ask what they can help me with, they assumed I was calling to put a credit card on the account. When I briefly explained what I needed they kept referring me to the website which I spent a great deal of time trying to find what I needed and it is not there on the website. When I called to try and see if maybe there was a glitch on the website, or perhaps I am in the wrong spot, they keep referring me back to the general website. Plus, they all just talk over the customer I can't even get a word in. I cannot stand this company's customer service I wish JPay was still the facility's provider, they were so much better than GTL.

January 5, 2015Dear [redacted],
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she set up an AdvancePay account so she could talk to her husband who was incarcerated in a correctional facility...

that GTL is the service provider for. [redacted]'s husband was released before she used the account, therefore [redacted] is requesting a full refund. The original refund request was made on 11/12/14.We investigated this complaint and contacted [redacted] and advised her that her original refund request could not be processed because the account number that she provided in her request was invalid. [redacted] provided us with the correct account number and a full refund was submitted for processing on 12/29/14. The refund was issued in the form of a credit back to [redacted]'s credit card. [redacted] is aware to 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 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: GTL has NOT reset my account so I can accept collect calls. A Ms. A[redacted] has been emailing me and the thing is game for them to make more money. I have started paperwork for the Attorney General to investigate this practice.
Regards,Mr. [redacted]

January 26, 2015
Dear [redacted]
This letter is in response to the rejection we received from [redacted]
We contacted [redacted] and informed her once again that she is not the account holder on the 7 telephone numbers that she listed in her complaint, therefore for privacy reasons we are unable to discuss any information with her regarding these accounts. [redacted] informed us that she will have the actual account owners of each of the individual telephone numbers contact GTL. We will be more than happy to investigate this issue with the calls disconnecting prematurely with the actual account owner.
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

February 3, 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 account with GTL to be able to talk to an inmate in a...

correctional facility that GTL is the service provider for. The service never worked for her and she is requesting that we refund the $25.00.
We investigated this complaint and contacted **. [redacted] via e-mail. We advised her that we have waived the $5.00 refund processing fee and have issued a credit in the amount of $25.00 back to credit card ending in [redacted]. In addition **. [redacted] is aware that it could take up to 7 to 10 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 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]

In July 2016, we had used GTL for the visitation of an inmate in the Pima County Jail in Tucson, Arizona. We had been using GTL for awhile, had some issues that were eventually resolved, however in July, we had 3 cancellations by either the jail or faulty connections that were not our fault and beyond our control. My wife contacted the technical issues using the e-contact link provided. She reached a Josiah Thao who promised to look into the issue and respond. He took a week and then said he would take care of it again. Nothing was done. He then said in August that he would again take care of the issue, then claimed a refund for ONE visit had been taken care of and to check our bank balance, since we complained that it HAD NOT been credited in our bank. We inquired as to the 2nd and 3rd refunds, no answer from this representative. Again we contacted GTL and asked for the refunds, which had never posted. Josiah once again claimed the ONE refund had been sent-apparently he assumed since the records at GTL showed a refund, then it certainly had gotten credited to our account. It had not. We again asked about the other two refunds and were ignored once again. There have been at least ten emails to this gentleman without satisfaction. I know from running a business that a corporation the size of GTL has an accounting/finance office, that this office can certainly track any refund as to whether it went into a bank account or not-it's simply not believable that they would claim the refund had been given but have no records used to reconcile whether payment was completed. The last correspondence from Josiah showed in October (yes, 3 months later) that "you have received your refund and it may take awhile to show up on your credit card", however once again the other two refunds were not addressed.
I don't know the laws in Virginia, however in Arizona where we reside, if you offer a product or promise a service for a fee, when you fail to deliver on that promise, you are in violation of state law and that any reputable business would rectify the situation by issuing a full refund without arguing or making excuses. I now have to wonder if someone that works for GTL has diverted the funds meant for my refund to their own account and are trying to buy time.
At one time we offered to take credit for future visits, however this is no longer an option since the inmate is now out of jail.
I am not planning on dropping the issue, since it appears Virginia also has similar consumer protection laws as my state and considering it's now the principle of the matter, not the money, I will pursue this in various ways. As of this date, GTL owes me $7.50 per visit times 3 visits, or $22.50 total. I might add here that I had dealt with numerous other GTL reps and they were more than helpful and gracious, as well as expedient in refunds. As you know, the telecommunications system does break down frequently, as well as facilities do cancel visits for various reasons, but in these situations where it's either your or the jail's fault, it is up to you to make the situation right.
I can certainly pursue this matter more and certainly cost the GTL Corporation more than the $22.50 if needed, however I'd like to give GTL a chance to fix the issue.
I would ask Mr. Brian O[redacted] CEO, to find out more about this issue. He can respond and I will contact him with specifics and certainly modify this review once the problems are resolved.

[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.  I received a voicemail from Linda at [redacted] and she said she would send me a refund check for $20.00
Regards,
[redacted]

August 12, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was receiving harassing phone calls from an inmate in a correctional facility that GTL is the service provider...

for. The facility blocked her phone from receiving the calls; however she then started receiving calls from GTL telling her she had to set up an account if she wanted to accept calls from the inmate.We investigated this complaint and contacted [redacted] via e-mail. [redacted] e-mailed us back and stated that she has already changed her phone number so the problem is no longer an issue. The recorded message on the call from GTL states at the end of the message that if you do not want to receive this recorded message there is an option to press to discontinue the calls.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincere yours,
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 is requesting that her 2 Advance pay phone accounts closed and the balances on both accounts refunded because the inmate transferred to a facility that GTL is not the service provider for.
We contacted Ms. [redacted] via telephone and informed her that her refund will be submitted for processing on September 19th 2016.
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 21,...

2016
The Consumer contacted the Revdex.com because she requested her account closed and the balance on her account refunded. She requested the refund on February 9th 2016.
We investigated this complaint and contacted Ms. [redacted] via telephone and apologized for the delay in responding to her refund request. The refund was processed in the form of a credit back to Ms. [redacted]'s credit card on April 15th  2016. Ms. [redacted] is aware that she needs to allow 5 to 7 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 contact me directly.
Sincerely yours,
Kathi T[redacted]
Agency Complaints

January 27, 2015Dear [redacted]This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she is requesting a $100.00 refund for 2 $50.00 fraudulently charges on her credit card.
We investigated this complaint and contacted [redacted] to obtain her credit card information which allowed us to process the refund request. The $100.00 has been issued as a credit back to the credit card that [redacted] provided. [redacted] is aware that it could take up to 5 to 7business 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,
Kathi T.
Agency Complaints