Global Tel* Link Corporation

November 25, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a $20.00 payment to her GTL telephone account and was advised by GTL that she had a $24.39 outstanding...

balance due on her account.We investigated this complaint and contacted [redacted] and informed her that our records show that [redacted] used someone's credit card and made a $40.00 payment to her account without the cardholders' permission. When the cardholder discovered that her credit card had been fraudulently used she called her bank and requested a chargeback. The $40.00 payment was deducted from [redacted]'s account to cover the chargeback. This is the reason that [redacted] has an outstanding balance due on her account.
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

[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]

August 7, 2015The Consumer contacted the Revdex.com because the calls she would like to accept from an inmate in a Georgia Department of Corrections facility will not connect.
We investigated this complaint and contacted [redacted] via e-mail and informed her that a...

trouble ticket was issued to our tech support department on July 29th. The issue has been corrected and the calls are completing for the full 15 minutes. The CSR that investigated this complaint provided [redacted] with her direct telephone number should she experience 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 TAgency 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

They overcharged my account and they said they will refund it but they never did. Everytime I call , the people on the other line is extremely rude and not helpful at all. I spent about 200 in one month and this is the kind of service I get.

May 6, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a 25.00 payment to her account; she was advised by GTL that the payment was declined so she made another 25.00 payment....

[redacted] checked her credit card statement and 2 25.00 transactions had been processed.We investigated this complaint and determined that [redacted] contacted her bank and the bank issued a chargeback to GTL in the amount of 25.00. We have located the first transactionand placed the funds back on her account causing the account to no longer have a negative balance.We have attempted to contact [redacted] with tis 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.

September 23, 2014
Dear [redacted]The customer contacted the Revdex.com because on March 27th 2014 she requested a $50.00 refund from the GTL account that she never used. The $50 has yet to be refunded.
We investigated this complaint and contacted [redacted] via...

e-mail as she was unavailable to reach her by phone. We determined that there was an error in processing [redacted]'s refund and the $50 credit was never issued back to her credit card. The refund was processed on September 19th and should appear on [redacted]'s credit card within 5 to 7 business days.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

[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 must be a change in GTL's policy when they respond to wireless customers accounts. Land line phone are almost obsolete and because I had a wireless phone GTL slammed the door when the whole time it was their faulty equpment that resulted in the two PRE-PAID phone calls being disconnected. WHEN I called GTL to complain they would not and did not investigate into the issue why the call was disconnected they only smiply reviewed my account records showing the wireless provider. GTL's customer service was horable and its bad business to take people's money which they did not earn. Regardless of whether the call was placed to a wireless or lind line account and therefore naturly the $3.57 would have been recovered in court. GTL has not fairly compensated me for the anguish I had incurred attempting to resolve this issue. Additionally, the response is just a tempoary fix on issues like this. The response fails to state what will be done the next time this happens again.
Regards,
[redacted]

Attached is the resolution letter to this complaint.
[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 of the deposit she made to accept calls from an inmate in...

the [redacted] Detention Facility.We investigated this complaint and contacted [redacted] via e-mail and informed her that we have issued a full refund in the amount of $50 back to her credit card. $7.10 of the refund was processed on April 21st through the automated system and $42.90 credit was processed manually on April 24th. [redacted] is aware that she needs to allow 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 contact me directly.
Sincerely yours,
Kathi T[redacted]

June 23, 2015This letter serves as a formal response to the Complaint listed above.The consumer contacted the Revdex.com because she was billed for collect calls on her credit card for calls that she never received. [redacted] is requesting that GTL issue her credit...

for the calls.We investigated this complaint and determined that [redacted] GTL account and previousley been a LEC billed account, however since her account exceeded the $75/mo. usage limit the account blocked. [redacted] was advised that if she would like to continue to receive calls from the inmate she would have to establish an AdvancePay account which she did on the same day. The last payment [redacted] paid on her account was on june 21st in the amount of $100.
We contacted [redacted] and explained to her that we actually listed to the recorded conversations between her and the inmate, [redacted] and the charges are sustained.
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

I am having a hard time getting a refund from this company. Cancelled account in feb was told refund for 3 phone numbers which had to be set up as 3 seperate accounts had been mailed out in march . As of may20 I am no closer to finding out where my money is, first contact was by email which was not responded to 3 phone calls later I am told each time a research will be opened on the accounts . no closer to getting anysatisfaction from dsi

December 11, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because a $30 payment that was made to account # [redacted] never posted to the account.
We investigated this...

complaint and contacted [redacted] via telephone and explained to him that our records show that he has several account. This particular account that his complaint is for belongs to his mother. It appears that when his mother made the $30 payment via our website, in error she chose the option [redacted] WEB when it should have been [redacted] WEB. Since this account number is not in the [redacted] system we did not know what account this payment should have been applied to.We have issued a credit in the amount of $30 back to his mother's credit card.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

March 31, 2015Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she has received numerous calls from a correctional facility that GTL is the service provider for requesting that...

she set up an account. [redacted] is requesting that her telephone number be blocked from receiving these calls.We investigated this complaint and contacted [redacted] and informed her that we have placed a block on her telephone that will prevent her from receiving any calls from all of the 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 call.
Sincerely Yours,
Kathi TAgency Complaints

Attached is the resolution letter to this complaint.
The customer contacted the Revdex.com because she is requesting a refund for 2 calls from her husband who is an inmate in a correctional facility that GTL is the service provider for that did not connect. We investigated this...

complaint and contacted [redacted] via telephone on May 29" and informed her that we listed to the recording of her calls and determined that she did in fact have 2 calls drop on May 18" and 1 call drop on May 19". We have issued a credit to her GTL account in the amount of $8.10. [redacted] stated that she was very pleased with 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[redacted]
Agency Complaints

Billing adjustment credit of $10.00-$15.00

Our technical support department is still in the process of investigating this complaint to see if there are in fact technical issues at the facility. As soon as they have finished there investigation, I will send you the resolution.

[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] And [redacted]

Ms. [redacted], I have attached the current rate sheet for Ventura County. I was unable to open the rates that you provided in your last response to the Revdex.com.
Sincerely,
Ms. T[redacted]

February 26,...

2016
The Consumer contacted the Revdex.com because she states that GTL withdrew money from her credit card but never applied the funds to her account.
We investigated this complaint and tried several times to contact Ms. [redacted] via telephone, unfortunately she did not return our request to call us back. We e-mailed Ms. [redacted] and advised her that the payment she made to her account declined in our system. Ms. [redacted] needs to contact her financial institution and ask how long they place a hold on her funds before they release them back to her account. Typically it is 3 to 5 business days.
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]