Global Tel* Link Corporation

July 23, 2014Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because her credit card was used fraudulently to accept calls from an inmate in the [redacted] correctional facility.We investigated this complaint and contacted ** [redacted] on July 21st** [redacted] informed us that her credit card was used by the inmate’s girlfriend on telephone # [redacted] which is a landline that belongs to her motherThe girlfriend was living at the mother’s home at the time** [redacted] wanted to know why her mother’s phone number is now blocked from receiving calls from the inmateWe informed her that we received a request on May 5th to transfer the funds to account number [redacted] ***It is a GTL requirement to block the phone number once all funds have been depleted from the account** [redacted] verified that the account the money was transferred to was the inmate’s girlfriend’s telephone numberThe remaining balance in the account is $We have removed the block on account number [redacted] and transferred the balance of $back to this accountUnfortunately GTL is not responsible for “Friendly Fraud” therefore ** [redacted] will need to contact the proper authorities to file charges against the girlfriend.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

April 28, 2016The Consumer contacted the Revdex.com because she closed her GTL AdvancePay account and requested a refund of the remaining balance on the accountThe refund was never processed.We investigated this complaint and contacted Ms [redacted] via telephone and informed her that a refund in the amount of $was processed in the form of a credit back to her credit cardMs [redacted] is aware that it could take to 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 feelfree to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

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 $payment to her GTL telephone account and was advised by GTL that she had a $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 $payment to her account without the cardholders' permissionWhen the cardholder discovered that her credit card had been fraudulently used she called her bank and requested a chargebackThe $payment was deducted from [redacted] ***'s account to cover the chargebackThis is the reason that [redacted] has an outstanding balance due on her accountGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours, Kathi T Agency Complaints

The Consumer Contacted the Revdex.com because Some of the calls she receives from an inmate in the Morris County Correctional facility have disconnected prematurelyMs [redacted] is requesting a refund for these callsIn addition she states that in the past GTL has overcharged her for her calls.A trouble ticket was issued for this complaint to determine if this was an equipment problem at the facilityThe result of the trouble ticket was that there was no trouble foundMs***'s account is set up on a cell phoneWhen a customer sets up an account on a cellphone we inform them at that time we do not guarantee service to cellphonesWith regards to the cost of the calls are less than what they used to be, some rates did in fact decrease effective June 20th in order to be in compliance with the mandated FCC ruling.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 letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com for reasonsWhy was she not informed in advance that there would be a credit card processing fee charged when she set up her AdvancePay account? Why will GTL not issue her a credit to her account for calls that disconnect prematurely?We investigated this complaint and contacted Ms [redacted] via telephone and informed her that as a onetime courtesy we have issued her a credit for the credit card service fee in the amount of $In addition we listened to her calls and determined that some of the calls did in fact disconnect prematurely.We have issued her credit for dropped callsThe total amount of the credit that was issued back to her account was $14.74.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

June 19, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because GTL accepted a payment on her account that was not made by herGTL withdrew the payment and by doing so it caused [redacted] 's account to have a negitive balance.We investigated this complaint and contacted [redacted] via telephone on June 16th and explained to her that our records show that someone attempted to make a payment in the amount of $on May 14"During this attempt GTL's system encounterd an error" Controller Timeout"The transaction was never collected from the customers bank account; however the card holder complained to her bank and the bank intern sent a chargeback to [redacted] 's account in the amount of $When GTL receives a chargeback we automatically subtract the amount of the chargeback from the account.We have placed the funds back on the account and [redacted] 's current balance is $11.54GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,Kathi T Agency Complaints

March 18, 2015Dear [redacted] ***This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because on March 15th she contacted GTL and requested that her account be closed and a refund of the remaining balance on the account [redacted] was told that there would be a $refund processing fee and that it would take days to process her refund.We investigated this complaint and determined that the actual account balance was $We have waived the $refund processing fee and have issued a credit in the amount of $back to her credit card [redacted] was advised of this resolution via voice message and e-mailGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours,Kathi TAgency Complaints

July 21, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she states that GTL has been double and triple billing her Debit card but not adding funds to her account established to accept calls from an inmate in the [redacted] Jail.We investigated this complaint and contacted [redacted] via E-mail and explained to her that our records show that [redacted] had several declined credit card payment attempts in our systemWe provided [redacted] copies of the credit card transactions which reflected approved and declined depositsIn addition we explained to her the disclaimer regarding declined payments which states:Financial institutions place declined deposit attempts on hold for three to five business days then release the funds back into the customer’s 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

The Consumer contacted the Revdex.com because some of the calls she receives from an inmate in the Pinellas County Jail disconnect prematurelyMs [redacted] is requesting a refund for these callsIn addition she states that GTL has been using her credit card number without her authorizationWe have attempted to contact Ms [redacted] several times via telephone and she has yet to respond to our request for a call backIn order for us to investigate the dropped call issue; we need to know the dates and times of the calls in question to determine if credit should be given for the callsWith regards to her credit card being used by GTL without her authorization; GTL has not used her card, Ms [redacted] has several accounts with GTL and the credit card number in question is used to fund those account as welllf/when Ms [redacted] returns our calls and provides us with the additional information we will reopen this complaint, GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours, Kathi T [redacted] Agency Complaints

April 8, 2015Dear [redacted] This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she paid $to set up a telephone account with GTL so she could talk to her nephew who is incarcerated in the *** [redacted] Correctional FacilityThe $should have been enough to accept at least calls, after just calls the recorded prompt said that there was not enough money in the account to accept another callShe states that she has added over $in months to the account and is requesting that $should be refunded.We investigated this complaint and contacted [redacted] via telephone on April 7th and advised her that we have e-mailed her copies of her call and billing transaction history as she requestedBased on these records we determined that [redacted] 's account balance is correctIn addition we explained to her that if the inmate makes back to back calls that are not answered our system will deduct the cost of each call until he stops callingThe funds are normally released back to the account within minutes to hourGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours, Kathi TAgency Complaints

? November 7, 2016The 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 $for the cancelled video visitationMr [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

September 8, Dear [redacted] ***The customer contacted the Revdex.com because she set up an account to talk with an inmate in a correctional facility that GTL is the service provider for however, the inmate was released and she never used the accountWhen she called in to request a refund she was told that there would be a $refund processing fee [redacted] is requesting that the processing fee be waived.We investigated this complaint and contacted [redacted] via telephone on September 8th and informed her that we have issued a credit for the full $back to her credit cardThe credit should appear on her credit card in to business daysGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely 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:The inmate ID is [redacted] He opened two tickets with # [redacted] and # [redacted] , both sent 1/8/18.? Regards, [redacted]

November 15, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because [redacted] ’s father set up an account to be able to talk to an inmate in a GA DOC facilityOnce the account had been established, [redacted] was told that GTL is not the telephone service provider for the GA department of corrections.We investigated this complaint and contacted [redacted] ( [redacted] ’s father) and advised him that GTL lost the contract for the GA DOCGTL has processed a $refund in the form of a credit back to [redacted] 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 TAgency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she requested that her account be closed and the remaining balance in the account refunded.We investigated this complaint and contacted Ms [redacted] via e-mail and informed her that a check request has been processed in the amount of $Ms [redacted] needs to allow 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 contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

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

January 26, 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 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 GTLWe will be more than happy to investigate this issue with the calls disconnecting prematurely with the actual account ownerGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours, Kathi TAgency Complaints

September 14, 2016The Consumer Contacted the Revdex.com because she received an automated message from GTL saying that there were not enough funds in her account to accept a call from an inmate in the Wayne County Correctional facility (MI)Ms [redacted] added $so she could accept the callShe contacted GTL and was informed that GTL is no longer the telephone service provider for the Wayne County facilityMs [redacted] is requesting that her $payment be refunded.We investigated this complaint and contacted Ms [redacted] via telephone and e-mail and explained to her that a refund was processed in the form of a Credit on September 13th back to her credit card that she used to make the paymentMs [redacted] is aware that it could take to business days for the credit to appear 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 T [redacted] Agency Complaints

June 8, This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because when she made a payment to her account she was charged service fees on the same day and this caused her bank to charge her a $overdraft fee.We contacted [redacted] via e-mail and asked her to provide us with her telephone number, billing address and a copy of the bank statement showing the $overdraft fee as she neglected to provide them in the complaint [redacted] did send us her account number and billing address; however she faild to provide us with her bank statement showing the $overdraft feeWithout this document were are unable to determine if GTL was actually at fault for the overdraft chargeWe were able to determine that [redacted] processed credit card payment to her account on May 18thof the payments was processed successfully and of the payment was declined [redacted] has requested that GTL not contact her anymore regarding this complaintGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours, Kathi T Agency Complaints

February 13, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because a GTL CSR informed her that her husband who is currently incarcerated in a correctional facility that GTL is the service provider for was unable to contact her for days because her Advance Pay account needed to be updated [redacted] states that if? there was in issue with her account GTL should have contacted her.We investigated this complaint and contacted [redacted] via telephone and informed her our records show that her Auto Reload system deposited $to her account January 30th leaving $credit balanceAlso, her husband called January 31th and did not call back until Feb 4thSince that time he has called February 5th, 6th and 7thWe have emailed [redacted] a copy of transactions and call records January 27th through February 7th for? her review.In addition, we explained to her that perhaps the CSR that she spoke with meant that the account information was current and she just verified the information not actually updated? 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 TAgency Complaints