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]

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

February 24, 2014
Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because GTL informed her that if she would like to continue to receive calls from her nephew who is...

incarcerated in the [redacted] Jail she needs to set up and Advance Pay account. **. [redacted] would prefer to continue having her calls billed to her LEC.
We investigated this complaint and contacted **. [redacted] and explained to her that she had exceeded the 90 day/$50.00 limit. We explained to her that when a customer exceeds the velocity threshold we ask the customer to set up a prepaid account.
The velocity thresholds are not set forth by her Local Exchange carrier but by where the call originates from - GTL’s phone platform at the facility. Customers like herself that receive a high amount of calls within various interval could be subjected to opening a prepaid account that needs to be funded through various channels (e.g. check, money order, credit cards). This practice in standard in the industry and there are hundreds of thousands of customers utilizing this service every month.
At this time **. [redacted] chose not to establish a prepaid account.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours,

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

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

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.

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

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

[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]

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

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]

[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]

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.

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

December 15, 2014This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she would like to close her GTL phone account and have the balance on her account refunded.
We contacted [redacted] via...

telephone and informed her that a refund in the amount of 18.47 (we waived the normal $5.00 refund processing fee) has been processed back to her credit card. [redacted] is aware that it could take up to 5 to 7 days for the credit to appear back on her card.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.
Sincerely yours,
Kathi T
Agency Complaints

May 11, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she states that she is paying for calls thatshe accepts from an inmate in a correctional facility that GTL is the service provider for even when...

they do not connect.We investigated this complaint and contacted [redacted] via e-mail and provided her with her call/payment history. In addition we explained to her that if the inmate makes back to back calls the system holds the funds for approximently 45 minutes; so if the inmate calls within that 45 minute period the recorded message will say the balance of credit on her account minus the last call attempt. The system will automatically release the funds back to her account after the 45 minute window has passed.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

July 7, 2014Dear **. [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 $14.00 missing payment she made be either applied to her husband’s account or credited back to her...

credit card.We investigated this complaint and contacted **. [redacted] via e-mail and informed her that the $14.00 payment was applied to account number ###-###-#### on June 26th.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,