Global Tel* Link Corporation

Review: I have been trying for 2 weeks to have my phone number approved for an account to talk to my daughter who is incarcerated in [redacted] Co. PDC in [redacted] GA. I have faxed a utility bill 8 times and they keep saying they cannot see the address on the bill.Desired Settlement: To open an account.

Business

Response:

Attached is the resolution letter to this complaint.

Review: On June 28, 2014 I called GTL to ask them to close my account with a remaining balance of $88.80 and refund the balance to me. The customer service person told me that they charge a $5 fee so that $83.80 would be refunded to me within 30 days. That $83.80 would be credited to the credit card I used to put funds on the account. Today, 30 days later, I have not received the refund and I called GTL to inquire. Today I was told by the customer service person that it could take up to 60 business days (not counting weekends) to get the refund. When I told him that I was told it would take up to 30 days when I called to cancel the account he simply repeated it could take up to 60 business days and since it hasn't been 30 business days, there is nothing he can do to help me.Desired Settlement: I would like the $83.80 refund owed to me to be credited back to my credit card according to the 30 day refund policy I was given when I called to close the account on June 28, 2014.

Business

Response:

August 5, 2014Dear [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

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The refund of $88.80 was credited back to my credit card on 8/6/2014. Thank you for your assistance in getting my refund.

Regards,

Review: I recently had a family member incarcerated in Pennsylvania. The way phone contact with a prisoner works, you are no longer able to accept collect calls, but are forced to instead go online, enter credit card information, and place money on an account for the incarcerated person. I placed $10 on an account, expecting that it would cover a call or two. Offender Connect took what I believe to be almost 3/4 of that money for fees to start (I cannot access my account to verify what I believe was a $6.95 fee because their system is down). After having 3 short calls with my family member, they were released. Two months later I went online to close my account, only to find that I had a $0.76 bill that was 60 days past due. Not only did they not disconnect the call when the money ran out, thereby accumulating an overage, they never sent me a bill for the overage. I attempted to make a payment through their online system but the system will only accept a minimum of $5 payments. I sent them a check for $0.76 with a printed out statement. This check has yet to be cashed in over two weeks. I find it unethical and simply ridiculous that I would not be able to pay my balance without needing to pay some extreme fee, which I expect is part of the requirement for a minimum $5 charge.Desired Settlement: Allowing me to pay the amount due and the closing of my account in good standing.

Business

Response:

July 1, 2014Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he no longer needed his account with DSI and when he went online to close his account it showed that he had a balance due on his account in the amount of $0.76. He mailed in the $0.76 payment however the check has never been cashed.We investigated this complaint and determent that check #[redacted] in the amount of $0.76 was received and applied to **. [redacted]’s account on June 11th 2014. The account is now closed. We attempted to contact the customer with this resolution; however he was unavailable. We left a voice message advising of this resolution.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and while I was surprised to read that the check was applied as of 6/11/14 (my bank did not post the check until 6/25/14), ultimately, this resolution of a cashed check in advance of the due date and a closed account is satisfactory to me.

Thank you for your assistance.VR/

Review: An account was set up online to purchase phone time for an inmate at a correction facility in [redacted], MT. Global Tel*Link aka OffenderConnect .com charges a service fee per transaction and promises a refund when the account is closed. The link on the website to 'close account' does not work. I emailed (via the 'contact us' link on their website) requesting a fix for the link to close my account and did not receive a reply or even an acknowledgement. After two days I phoned the 'help' number, after a long hold I spoke to clerk who told me his name was [redacted]. He would not close the account or issue the promised refund of unused funds, informing me that he needed a 4 digit pass code to return the funds. I, nor any other family member that used the phone account was never issued a pass code, other than the password that I used to access the account online. Questioning several other persons that used the same service from this company, not one person was ever issued a 4 digit pass code. It is my belief that the company has no intention of returning the funds, as the website link does not work and the requested 'pass code' is nonexistent.

This company charges exorbitant service fees for their service although requests for customer service go unanswered. I believe they have quite a 'racket' due to the fact that persons paying for their service have no choice as to providers and are bound to use this company. Therefore they can, and do, charge exorbitant rates and service fees without providing the customer service due. They further their scam with broken unusable links on their website and request pass codes that were never issued. The written promise to refund unused funds is a false statement due to the nonexistent pass code. Additionally, reading the 'help' file as written on their website there is absolutely no mention of the' 4 digit pass code' required to close the account and receive a full refund.Desired Settlement: Global Tel*Link issue a full refund of unused funds via check, amounting to $76.21. Also, be truthful on their website and repair all broken useless links to usable condition. I believe this company should be watched carefully as it definitely appears to be a scam above reproach.

Business

Response:

March 10, 2014

Dear [redacted]

This letter serves as a formal response to the complaint listed above.

The customer contacted the Revdex.com because she attempted to close her GTL phone accounts via our OffenderConnect website and the website would not allow her to close her accounts and request a refund of the remaining balances on the accounts.

We investigated this complaint and contacted **. [redacted] via telephone on 03/11/14 and apologized for the trouble she had experienced using our OffenderConnect website. A refund check has been issued in the amount of $76.21. The check will be mailed on 03/14/14 to the address that we verified with **. [redacted].

GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Sincerely yours,

Review: On January 21, 2014 I submitted my CC information for the use of there service. The system never worked, I called twice to see if by chance the problem was with my phone carrier. It was not, the problem was at there end. I requested my Cc be refund the totall amount of 25.00$ and was told by the customer service rep that it could take up to thirty days to get my refund and I would be charge 6.95 service fee, for something I never receive service for. When I again contact the customer service department today I was told it could take up to thirty or sixty days for my refund to be issue. I find that this time frame is way to long..and the explanation for the delay was not satisfactory. Pretty much that just the way it is. Most refunds are done within ten Bussiness days 30 to 60 is out there. For a service I was never able to use.Desired Settlement: I would like a full refund to my Cc and interest for the period of time they have withheld it!

Business

Response:

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,

Review: I opened an account with GTL so that my son can make phone calls from the [redacted] Juvenile Detention Center. I called the number ###-###-#### and automatically added $25.00 to my account on January 21, 2014. It is now February 13 2014 and I was supposed to hear from them to activate the account I had not heard anything and I called ###-###-#### and they said " they do not know why they did not call me to activate this account?" My son does not even know the account exists because it was not activated until I called them today. I then called the [redacted] Juvenile Detention Center and they said they have never heard of this policy or this company and they suggested it could be a scam. I do not really know how this system works because I have never even received a parking ticket so I relied on GTL to do the right thing and contact me to tell me the steps. The reason it took me until February 13, 2014 to call them about this is because I have a terminally ill son who is 7 years old and we were in the ICU until the last day or two. I appreciate your attention to this matter.Desired Settlement: I would just like my $25.00 returned to my credit card and not be charged a service fee.

Business

Response:

February 3, 2014

Dear [redacted]

This letter serves as a formal response to the complaint listed above.

The customer contacted the Revdex.com because on 01/21/14 she paid $25.00 to set up an Advance Pay account so she could talk to her son who is an inmate in the [redacted] Juvenile Detention Center. The account was never activated so she is requesting a refund of her $25.00 payment.

We investigated this complaint and contacted [redacted] via e-mail. We informed her that a credit in the amount of $25.00 has been issued back to credit card ending XXXX[redacted] and to please 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 call.

Sincerely yours,

Review: When My Significant Other Calls Me, he has trouble calling me or any of his family members or friends when we all have money on our accounts. And It used to let him call Collect, but it doesn't anymore.Desired Settlement: Make the Phone system better. Make it for The Inmates can call Collect Instead of having to pay for it up from.

Business

Response:

February 3, 2014

Dear **. [redacted]

This letter serves as a formal response to the complaint listed above.

The customer contacted the Revdex.com because when her Significant other who is incarcerated in a correctional facility that GTL is the service provider for calls her or his family the calls disconnect prematurely. In addition he used to be able to call collect; however now she has to set up an Advance Pay account.

We contacted **. [redacted] via e-mail and she indicated to us that it is not her that is having problems receiving calls from the inmate, it is the inmates’ relatives and she was filing this complaint on their behalf. We explained to **. [redacted] that account information can only be disclosed to the actual account holder. We requested that **. [redacted] provide us with the phone numbers of the friends and family members that are having problems so we could call them directly. If/When we receive the requested account numbers, we can investigate their issues.

GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Sincerely yours,

I have someone in a M[redacted] correctional facility and the calls all get dropped when they attempt to call me.
This takes money off the account off my account every time even tho I do not hit a connect button, as usual.
I have complained to Global Tel Link and got ahold of a very RUDE representative who took my complaint, stating " SINCE THIS IS THE FIRST TIME YOU HAVE CALLED THIS COMPANY " and was told this is a technical difficulty on their end. Already have no use at all for this company and my experience is extremely negative.

Review: I have sent this company several payment for a service that was not render to me. I have been unable to get my money back. I have made several phone call to the company and have not been able to get an answer to my problem. Gtl is suppose to be a prepaid phone service for inmates to call home. And since I have had the service my son has not been able to phone home, everytime he calls it say he's reach his limit.Desired Settlement: I just want my money back.

Business

Response:

November 20, 2013

Dear **. [redacted]

This letter serves as a formal response to the complaint listed above.

The customer contacted the Revdex.com because she set up an account to be able to talk to her son who is in a correctional facility that GTL is the service provider for. The calls do not connect so she is requesting a refund.

We investigated this complaint and contacted **. [redacted] and informed her that we have issued a credit in the amount of $32.70 back to the credit card she used to set up the account. [redacted] stated that she thinks that it is the correctional facility that has some type of restriction which is preventing her son’s call to come through.

GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Sincerely

Review: The phone service has been down for four days now with no resolution or access to accounts to provide resolution or information.Desired Settlement: Fix the phone service

Business

Response:

December 11, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she has been unable to receive calls from an inmate in the [redacted] Correctional Center.We contacted [redacted] via telephone and explained to her that we do not have a record of the account number in her complaint. [redacted] informed us that the number that she listed in her complaint was actually her work telephone number. In addition she said that she opened up a new account with a different telephone number and all of her calls have completed on the newnumber.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

Review: monopoly of service to desperate community, directly associated with government. Inferior service and response.

Legal actions should be made and or government investigation.Desired Settlement: Monopoly ended

Consumer

Response:

add to the previous message, I am waiting for a refund on calls never used. The total was 25 dollars cost for refund is 10 dollars. On top of this I was informed I would wait a month to receive it.

Business

Response:

Attached is the resolution letter to this complaint.

Review: Offender Connect has not honored their online policy with regard to closing phone account(s) and receiving refunds. I have called multiple "customer service" numbers without being able to contact a person. I have emailed their Customer Service contact without response. I am now contacting them by certified mail with copy to Revdex.com.

I have followed their online procedures. Their online information provides the option (which I selected) to receive a refund(s) by CHECKDesired Settlement: Receive Refund by CHECK(s), a Total Amount of $96.11 for the following: [redacted] Statement shows $30.00 Refund 01/15/2013; NOT Received as of 02/27/2013

757 284-8954 Statement shows $25.00 Refund 01/15/2013; NOT Received as of 02/27/2013

757 332-3648 Statement shows $ 9.65 Refund 01/15/2013; NOT Received as of 02/27/2013

757 503-7876 Statement shows $ 4.94 Refund 01/15/2013; NOT Received as of 02/27/2013

757 274-8489 Statement shows $26.52 Refund 01/22/2013; NOT Received as of 02/27/2013

Business

Response:

Attached is the resolution letter tothis complaint.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I did not agree to contact [redacted]; [redacted] gave me no choice. [redacted] did not take responsiblity for ensuring that my refund was processed according to their own "policy" as posted on their web site.

I will not consider this matter closed until I acually receive my refund; per [redacted], my replacement card should arrive within 10 to 14 bsiness days of 03/11/2013.

Regards,

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Thu, Mar 21, 2013 at 11:27 AM

Subject: Complaint ID [redacted] Update 3.21.13

To: [redacted]

Cc: [redacted]

Update to Complaint ID [redacted] concerning refund from OffenderConnect aka Global Tel*Link

Review: Cannot get my refund.

I have $49.15 remaining on my account, and the person I was using the money for is no longer in [redacted] County Jail. I wish to close my account and get my money back. I have tried to do so for two days and they will not issue my refund.Desired Settlement: I would like a refund of $49.15 as well as for them to waive the $5 fee since I am having to wait and go through so much trouble to get this money back.

Business

Response:

November 24, 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 GTL close her account and waive the $5.00 refund processing fee. The remaining balance on her account is $49.15.We investigated this complaint and contacted [redacted] via telephone on November 24" and informed her that we have issued a credit in the amount of $49.15 back to her credit card. [redacted] is aware that she needs to allow 3 to 5 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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The amount was for $49.15 and they are only refunding me $49.12.

Regards,

Business

Response:

An error occurred when we processed the original refund. [redacted]'s account was only credited $49.12. The credit should have been for $49.15. We have credited the additional 3 cents to [redacted]"s account. [redacted] should allow 3 to 5 business days for the 3 cents credit to appear on her bank statement. GTL considers this complaint resolved in the consumer's favor.

Sincerely,

Kathi T[redacted]

Review: I tried multiple times on 9/6/13 and on 9/7/13 to make a credit card payment on my son's canteen account. He is incarcerated. Each time on the automated phone system, I was told they didn't go through and to contact my financial institution. On 9/7, multiple charges on 2 credit card accounts were showing as "pending". when I called our bank, I was told it looked like they did go through. I finally reached a person on Friday who said he had cancelled those charges, and I should be able to put money on the account that day (which I tried and couldn't). I had to make an hour's drive to the jail to put a cash deposit on his account. Today, I look at our 2 credit card accounts and 7 charges went through to DSI-ITI, LLC, totaling $870. I called DSI again and was told that these charges have been put in escrow until they fix a problem they have. It's a call center with lots of background noise and the person had an accent and was difficult to understand. I didn't get any clear understanding of what the problem is or when it will be fixed. My credit card company said we wouldn't be liable for these charges, but I have spent hours trying to get money on my son's account and also trying to resolve this problem. Besides whatever technical proble** they have, their customer service stinks and I am concerned that my credit card information might be compromised in all this confusion.Desired Settlement: Families of inmates have no other competing company that provides this service. If somehow they can be forced to provide better service, that would be appreciated.

Business

Response:

October 2, 2013

Dear **. [redacted]

The customer contacted the Revdex.com because she has attempted several times to put money on her son’s canteen account; however the transactions will not go through.

Unfortunately this is a technical issue that has still not been resolved. At this time we have been researching and processing expedited refunds for customers who had issues of being overcharged when the system was not allowing payments to be processed. We are still working on the issue as to why the system was not allowing the payments to be processed.

Normally we would not send a resolution to the Revdex.com until the issue has been resolved; however we received a second notice from the Revdex.com stating that we have not provided a resolution. In order to keep in good standings with the Revdex.com I am sending this letter as an update. As soon as we have an actual resolution, I will provide it to you an e-mail.

Sincerely vours,

Consumer

Response:

**. [redacted]: One of the two credit card accounts still hasn’t been reimbursed $60- the one ending in 08, so my problem still isn’t resolved. DSI ITI should do something to compensate me for the many hours of my time I have spent trying to resolve this issue. This problem started on September 5th, and it still isn’t fully resolved, five weeks later. That is terrible customer service.

Business

Response:

October 22, 2013

Dear **. [redacted]

This letter serves as a formal response to the complaint listed above.

This letter is in response to **. [redacted]'s statement say that the $60 credit for credit card ending in 08 has not been credited back to her card.

We have issued a refund check in the amount of $60 that will be sent overnight. **. [redacted] should have the refund check tomorrow.

I have contacted **. [redacted] with this information via e-mail and advised her that if she does not receive the check tomorrow to call me and I will track it with the mail carrier.

GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Sincerely yours,

Consumer

Response:

**. [redacted],

I tried without success to accept DSI’s resolution to my complaint. The full amount has been reimbursed, and I hope this email is sufficient to show that this matter has been resolved.

Thank you,

Review: I attempted to deposit $25 into my GTL prepaid phone account twice today (2/27/14) through offenderconnect.com. The money was deducted from my bank account both times, but nothing was added to the balance on the prepaid phone account. I contacted customer service 6 times today and they could not tell me why the transactions were declined. My bank told me that the transactions were successful on their end and that it was GTL that declined the transactions. I am looking for the money to be deposited on the pre-paid phone account. Please let me know what you can do. Thank you.Desired Settlement: To have the money that was deducted from my bank account applied to my prepaid phone account.

Business

Response:

March 12, 2014

Dear **. [redacted]

This letter serves as a formal response to the complaint listed above.

The customer contacted the Revdex.com because on 02/27/14 she made 2 $25.00 payments to her GTL prepaid phone account via the OffenderConnect website. The funds were deducted from her bank account however they never appeared on her GTL phone account.

We investigated this complaint and contacted [redacted] and explained to her that when a payment declines the pending transactions are released bank to her bank account within 3 to 10 business days. The 2 payments that [redacted] did not post to her GTL phone account because both payments were declined in our system. [redacted] informed us that the funds have since been released back to her bank account. The CSR that spoke with [redacted] offered to process a credit card payment while they were on the phone. [redacted] declined her offer.

GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Sincerely yours,

Review: I purchased time through [redacted], which is apparently part of GTL. This allows phone calls to the aroostook county jail. On 8/27, I went to the website and closed my account and requested a refund of $29.33. At this time, I got an email stating I would get a refund in 4-6 weeks. When I didn't here from them there was an email address on the email stating to email [redacted], but until today I still had not heard from them. So today 2/3/2014, I contacted what I thought was offender connect, but apparently it was GTL. They told me I had never requested my account be closed and that I had forfeited my refund. I am due $29.33 and expect a full refund. I have copies of the website, as well as the email I received and sent. I can be reached at ###-###-#### or [redacted]. Thank you.Desired Settlement: Refund of $29.33

Business

Response:

February 19, 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 we close her account and a refund of the remaining balance on the account.

We have attempted to reach **. [redacted] by phone and e-mail, as of today we have not had a reply. We have no record of an account set up on phone number ###-###-####. We will be more than happy to investigate when [redacted] provides us with a different account number.

GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Sincerely

Very unprofessional, no customer service help, scam, take your funds, overcharge on fees, I would not recommend dealing with them at all. They should be out of business

These people are crooks they take advantage of the poor people who have loved ones that have put in jail. They are very difficult to comtact and when you can finally get someone they sre compleatly rude and unhelpful. Its too bad that they have a choke hold on communication with your loved ones

Review: The [redacted] Department of Corrections (*DOC) used GTL (Global Tel Link) as their phone system provider. In order for an inmate to be able to call a person outside of the facility, a prepaid phone account had to be set up. Each time a customer puts money on their phone, a large "processing" fee is charged by GTL. Recently, *DOC changed phone service providers. Neither GTL customers nor inmate family members were informed that this change would be happening & to stop putting money on our phones or to quickly use up the money we had paid. Inmates themselves received a vague memo simply stating how to put money on the new system & did not explain what was going to happen with money already paid to GTL. I personally called GTL today & recorded the conversation. The employee from GTL informed me that if I wanted a refund of my money I had paid them, I would be charged a refund fee of $4.95. I asked why this was considering that my requesting of a refund had nothing to do with me changing my mind, it had to do with the fact that GTL was no longer used by IDOC & that, therefore, I was being charged for services not rendered. GTL continued to blame myself as the consumer saying that there was nothing that could be done & that while they charged me a fee to put money on my phone, they would also charge me to have my money returned even though their service is not able to be used in [redacted] any longer. GTL did not inform customers a change was happening or warn them to stop purchasing phonetime. Furthermore, I was still able to go to GTL's hotline & website today & put more money on my phone. Of course, I did not do that, but the fact that they do not have a warning & are continuing to take people's money for services they are no longer providing is fraud. I also believe it is fraud to say that refunding our money due to IDOC changing service providers is our fault as the consumer and that we will be charged to issue refunds. GTL is defrauding [redacted] customers out of thousands of dollars. Please help us.

Product_Or_Service: Prepaid Phone Service

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Full refund of the amount left on my prepaid GTL account which is $13.83. I should not be charged a fee to receive my refund due to the fact that I am owed a refund due to services not rendered by GTL. I paid them for a service that they are no longer able to provide to me. I also believe GTL should be forced to give refunds to all [redacted] citizens without them paying a fee. We already paid a fee to purchase the phone time that can't be used, why should we pay another

Business

Response:

October 17, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because GTL is no longer the telephone service provider for the [redacted] Department of Corrections. [redacted] called GTL to request a refund of the remaining balance on her AdvancePay account, she was told that she would be charged a $4.95 refund processing fee.We investigated this complaint and contacted [redacted] via telephone on October 10th and informed her that the entire balance on her account in the amount of $13.83 has been credited back to credit card ending XXXX0[redacted] and she needs to allow 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 questionsplease feel free to call.yours,Kathi TAgency Complaints

Review: I SETUP AN ACCOUNT ON MY CELL PHONE TO HAVE MY SON IN THE NJ ADULT CORRECTIONAL FACILITY BE ABLE TO REACH ME ON JULY 22, 2013 VIA THE AUTOMATED SYSTEM. ON JULY 23, 2013 I DECIDED TO ADD AN ACCOUNT FOR MY LANDLINE. I DECIDED TO HAVE A LIVE AGENT ASSIST ME AS I WAS NOT SURE IF I COULD MERGE BOTH ACCOUNTS. AS THE CUSMTOMER SERVICE REP WAS SETTING UP MY LANDLINE ACCOUNT I ASKED ABOUT MY CELL PHONE ACCOUNT TO WHICH HE INSISTED THE NJ ADULT CORRECTIONAL FACILITY DOES NOT ALLOW COLLECT CALLS TO CELLULAR PHONES. I ASKED IF HE WAS CERTAIN BECAUSE ON THE GTL WEBSITE IT SAYS YOU CAN ADD AN ACCOUNT TO A CELL PHONE. THE CUSTOMER SERVICE REP WAS SO SURE HE SUGGESTED I MOVE THE MONEY FROM THE CELLULAR ACCOUNT TO THE LANDLINE ACCOUNT. BEING NEW TO THIS WHOLE SYSTEM AND THE GTL CUSTOMER REP WHO APPEARS TO KNOW WHAT HE IS SAYING, I AGREED. AT 1:45PM THE CUSTOMER REP MOVED THE MONEY FROM MY CELLULAR ACCOUNT TO THE LANDLINE. TO MY HORROR, AT 3:00PM I RECEIVED A CALL FROM THE NJ ADULT CORRECTIONAL FACILITY ON MY CELL PHONE, INFORMING ME THAT MY SON IS TRYING TO CALL ME COLLECT BUT THERE IS NOT SUFFICIENT FUNDS ON THE CELL PHONE ACCOUNT TO COMPLETE THE CALL. I IMMEDIATELY CALLED GTL TO GET ANOTHER CUSTOMER REP WHO WAS NOT SYMPATHETIC TO MY PLIGHT, ALTHOUGH I ASKED IF HE COULD REVERSE THE TRANSFER BACK TO MY CELL PHONE AS SOON AS POSSIBLE. I WAS TOLD HE NEEDED TO VERIFY IF THE CORRECTIONAL FACILITY CAN CALL CELLULAR PHONES, EVEN THOUGH I EXPLAINED I RECEIVED 2 ATTEMPTS BEFORE I CALLED GTL AND ONE WHILE I WAS ON HOLD WITH HIM. IT TOOK 13 MINUTES FOR HIM TO TRANSFER THE MONEY BACK AND AT THAT POINT I MISSED 3 CALLS FROM MY SON.Desired Settlement: I WOULD LIKE TO RECEIVE A WRITTEN APOLOGY FOR THE WRONG INFORMATION I WAS INITIALLY GIVEN, THE LACK OF URGENCY IN RESOLVING THE PROBLEM WHICH ENDED IN ME MISSING 3 CALLS FROM MY SON, AND A REFUND OF THE OUTRAGEOUS FEES I ACCRUED DURING THIS WHOLE ORDEAL.

Business

Response:

Attached is the resolution letter to this complaint.