Global Tel* Link Corporation

Review: We have made payments to both GTL and [redacted] which are two companies owned by the same parent company. When my father in law transferred facilities the account needed to be transferred to GTL from [redacted]. We were due a $53 credit that they claim was mailed to me however I never received the check. I have called several times looking for the refund and have been told an investigation was processed with no response. Finally they have said it appears the check was cashed so I asked for a copy since I did not receive the funds. No response from them it needs to be investigated according to their billing department. Now we made a $40 payment to [redacted] by mistake it was suppose to go to GTL we called the wrong automated number. Once we discovered this error we called immediately and was told they would credit our Credit card back the charge. After several days with no credit we called again. We were told it was processed however according to our statement it was not. We had our credit card company process a dispute however now the money has been taken from the parent company GTL and not [redacted] so the account with GTL was in the negative. So in order to clear that up we made an additional payment so my father in law could call us. Now, the line is not working. Everytime he calls it goes dead. This has happened for several weeks now. Every week we call them and have been told several different answers all of which are incorrect according to their supervisor staff. All I want is the credits that are due to us.Desired Settlement: Please give us our refund that is due. The $53 from April 2013, the $40 from Sept 2014 and now $27 that is remaining in our account from an overpayment to clear up the negative balance due to the charge back from our Credit card dispute.

Business

Response:

December 4, 2014Dear [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 that she had originally requested in April 2013 as well as a $40.00 payment she made in September 2014.We investigated this complaint and contacted [redacted]'s on November 26th via telephone and explained to her that the $40.00 payment will not be refunded because since she disputed the charge with her bank and had the bank to a chargeback. When the chargeback occurred it caused her account to have a negative balance of $23.53. The $50.00 payment we received cleared the negative balance leaving the current balance on the account $26.47. As requested by [redacted]s we have issued a credit back to her credit card in the amount of $26.47 leaving her with a zero balance in the account. In addition we have issued a check in the amount of $59.23 for the refund that [redacted]s never received back in April 2013.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: I am disputing the charges from Global Tel Link because the calls were supposed to be blocked since February, and the child answering the phone calls is a minor, and is not capable of paying for these calls. I have made several attempts to block these calls, and was told on several occasions by [redacted] that the collect calls were blocked, so we were unaware that the child was answering these calls. I contacted the Revdex.com regarding [redacted]’s lying to us telling us the calls were blocked when they were not, and then I saw a huge bill last month, which I looked into, and discovered that collect calls were coming through again and being accepted by a minor. I again contacted [redacted], who finally gave us Global Tel’s phone number, and I have requested a refund from them since the calls were supposed to be blocked, and were being answered by a minor.Desired Settlement: I want all future Global Tel Link calls blocked, and a refund for all of the calls from June 4th to July 22nd , since the calls were supposed to be blocked, and were being answered by a minor. Thank you very much and have a wonderful remainder of your day.

Business

Response:

September 18, 2014Dear [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 for calls that were accepted by a minor from an inmate in a correctional facility that GTL is the service provider for. In addition she is requesting a block be placed on her telephone to prevent future inmate calls.We investigated this complaint and contacted [redacted] via US mail on September 15th and advised her that we listened to the recordings of the calls in question and determined that the calls were from an inmate named [redacted]. The person that accepted the calls was the inmate’s father, not a minor. [redacted] was released and then she continued to accept calls from another inmate. There is no credit due at this time however we have placed a block on [redacted]’s telephone to prevent her from receiving any calls from 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 call.Sincerely yours,Kathi TAgency Complaints

Review: This company is used as an inmate phone service provider from the prison system to the family. The phones that are provided for the inmates are faulty and disconnect during conversation frequently. For example, on 6/30/14 precisely at 3pm CST, I was speaking with my daughter and in a 20 minute period the phone was disconnected 7 times. This is not the first time that this has occurred either. I have contacted Global Tel Link several times about this matter and they will not repair the phone nor will they reimburse the time or money that was lost due to the faulty phones that were provided to the inmates. I was told by a customer service representative that the guards or supervisors for the prison system were supposed to try and repair the phones if they were having issues with them and if they couldn't repair the phones then they were supposed to call the Global Tel and they would send a repairman to fix the problem. The problem, needless to say, has never been resolved.

Product_Or_Service: Minutes for talk time on accountDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would be happy with Global Tel if they would either put the lost time that I have been paying for back on my account or if I were to be refunded the money that I have lost by the constant phone interruptions. Also, the phones at the correctional institution should be repaired so that this is no longer an issue or problem for myself or anyone else in the future. This is the only way that the prisoners have to communicate with family members oth

Business

Response:

July 17, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the calls she receives from her daughter who is an inmate in the [redacted] Jail have been disconnecting prematurely. She is requesting a refund or her account credited for the dropped calls.We listened to the recording of the calls that were received on 06/30/14 and have determined that 2 calls disconnected prematurely. We have credited [redacted] account for the 2 calls in the amount of $8.06. We contacted [redacted] and advised her that it is the inmate’s responsibility to report any equipment issues to the facility. The facility then contacted GTL to send out a technician to investigate the problem. [redacted] indicated to us that she was satisfied with this resolution.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

Review: I have a phone account with Global Tel Link to communicate with my loved one in prison. I have put money on my account on 3/6/2013 in the amount of $25.00 with a deducted 4.95 service fee which brought my account to 20.00 plus the 3.18 left over from the money left over from before which left me with a balance of 23.18. All calls are .33 a minute and 5.70 a call with added taxes for a 15 minute call which is entirely too much. I received two calls after I put money on the account one call was for 3 minutes and 45 seconds which adds up to $1.52 according to GTL, and another call for 8minutes and 32 seconds which adds up to 3.43 all together adds up to 4.98. My question to GTL was why did I end up with $10.72 left when I should have had 18.20, why was I overcharged . GTL insists that the charges are justified after they "reviewed" the case.Desired Settlement: I want to be granted the extra money taken from the allotted monies on the account back.

Business

Response:

Attached is the resolution letter to this 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 am having major problems with this company and a new issue has arrived where I have enough money on my account to have a call go through but the computer wont allow it so GTL is saying I may have to put more money to the account which makes no sense at all, in turn their getting more money than their allowing calls and that's not right! They are always trying to justify what their doing as the right thing but in essence its not and this needs to stop! I'm sure I'm not the only one with complaints about GTL their robbing people of their hared earned money and the time to speak to their loved ones! I'm ready to file suit against the company if they don't give me my money back! This has been an ongoing problem and they need to be stopped immediately, they are able to keep doing this to people and hopefully the Revdex.com will put a stop to this!

Regards,

Review: Applied a payment to a global tel link account which was debited from my account. Then when I checked to see if the money was applied it wasn't credited to my account global tel link from the account specified.Desired Settlement: Please put money on my global tel link account that was taken from my account.

Business

Response:

Attached is the resolution letter to this complaint.

I writing this review based on an experience I am currently going through with this company. I put $50 into a prepaid account so my father can call my phone from a detention facility he's in. A month ago I received a call that none of the money on the account has been used so I need to call and request a refund or I would lose the money. I hang up and call and request a refund as instructed. This was on August 12, 2015. Here it is September 8, 2015 and I have yet to receive my refund. I call today to be told that it should be here sometime this month. Really that's the only answer I can get. Tomorrow marks 4 weeks that I have requested the refund. Most normal places that I know only takes about 48 hrs to put the refund back on your debit card. It took 5 seconds for them to take the money off my card but can take up to almost 2 months depending on when for me to get my money back. I will never us them again.

Review: This company is used by inmates to place phone calls. In order for the calls to be made, the person receiving the calls has to get a prepaid card of $25 and prepare to make the call.

I purchased a $25 card in August and took a first call. Evidently, after taking that call, the company started charging me a monthly fee even though I was not using the service. From August to December I did not take a call because I had not added money to the account. Then at Christmas time, I put another $25 so he could make a call at Christmas. The call did not go through and I was unable to get the second call. When I called the company the next day, they informed me that I had been getting charged every month, even though I had made no phone calls and was not told that there was any sort of fee since the first call.

Not only that, there is evidently the monthly fee, a fee for a call that wasn't made, and a fee to get a refund. So basically, I have paid $50 for one phone call and a lot of fees for services that I did not use or know about.Desired Settlement: I would like a refund for the entire $25 for the money I put out for a second call that was never received and fees I did not know about.

Business

Response:

We have attempted to contact this customer regarding this complaint. in order to proceed with our investigation we need additional information from the customer. Once the customer returns our call we will continue with our investigation.

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: another person has called and they refuse to give me a refund of the total amount of money I put on my second card. Again, the second money card was $25 and they kept charging me for months that I DID NOT USE THEIR SERVICE. I have completed exactly one phone call with this service and they have taken $50 total from me. I want the full refund of the second card and will never work with this company again.

Regards,

Business

Response:

January 13, 2014

Dear **. [redacted]

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

The customer contacted the Revdex.com because said that GTL has charged her a monthly fee on her account even though she has not accepted any calls.

We investigated this complaint and contacted **. [redacted] and explained to her that GTL does not charge a monthly fee. The total cost of the call that she accepted on 08/09/13 was $27.11. The reason her calls are so expensive is because **. [redacted] resides in California and the inmate is incarcerated in North Carolina.

**. [redacted] informed us that she would like to close her account; therefore a refund in the amount of $18.14 which was the remaining balance on the account was processed and the account is closed.

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

Review: I am being over charged for phone calls from my loved one that is incarcerated at [redacted] county jail in [redacted] ny. Also globel tel link did two preautherization on from two different bank cards. The money was approved from the banks but the globel tel denied it so now there is money out there that has yet to be put back in our accounts. I am tired of being screwed around by this company. All together we put 75.00 on the account.Desired Settlement: I want the money to be put onto my home phone account ###-###-####. and not be charge $6.50 per 20 minute phone call.

Business

Response:

December 16, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because she made 3 $25.00 payments to her account; however the payments were deducted from her bank account but never appeared on her GTL account. In addition she feels that she is being overcharged for the calls she receives from an inmate in a correctional facility that GTL is the service provider for.

We investigated this complaint and contacted **. [redacted] via e-mail. We explained that the 3 $25.00 payments were declined by GTL. When this happens the payments are “pending” with her credit card provider. **. [redacted] needs to contact her credit card provider to get the funds released back to her card.

With regard to the rate [redacted]. [redacted] is charged to receive calls. The rate is based on the distance between you and the inmate. If you need to travel interstate and it is more than 25 miles, then it’s considered long distance and the distance between you and the inmate is 27.31 miles & 40 minutes travel time. The area code and prefix ([redacted] & [redacted]) is what makes the call rates what it is. Even though the area code [redacted] puts you all in the same State, but the prefix [redacted] & [redacted] puts you in different cities.

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

Review: On 9/25/14 I paid $25 of prepaid phone time for inmate phone calls with Idaho department of corrections which included a $6.25 fee. This provided me with 18$ of prepaid time. On 10/1/14 GTL was no longer contracted to provide the phone calls nor did my money transfer to the new provider. When I called for a refund I was advised they would charge me $4.95 to refund my money. This is over $11 in fees for a service I did not receive. I was never informed they would no longer be the prepaid call provider. I would have waited to purchase the phone time. I spoke with a supervisor who told me there is nothing they can do but charge me the fee and refund the difference.Desired Settlement: I would like a refund and not pay any more fees for a service I didn't receive.

Business

Response:

October 20, 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 Idaho 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 20th and informed her that the entire balance on her account in the amount of $11.19 has been credited back to credit card ending XXXX[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 questions please feel free to call.Sincerely yours,Kathi TAgency Complaints

Review: In 2011 I put money on an account for phone number [redacted] for calls from a jail. I put the money in a kiosk and received a receipt. Today I called and was told there was no money on my account they then tell me that there is a 90 day inactivity forfeiture clause. When I bought the time I was not informed as such and was never informed afterward.Desired Settlement: My money transferred to my new number

Business

Response:

Attached is the resolution letter to this complaint.

Review: On 6/17/14 at 1 pm I received a collect call from my brother from the [redacted] Station and set-up a prepaid account to receive calls on my cellphone. After setting up the account the initial call was never connected so I hung up.

At 1:29 pm my brother called back and the system indicated I had a balance of $14 which was odd as we never had a connected call. I submitted a balance inquiry via Global TelLink’s their website to inquiry about the $11 deficit and on 6/20/14 I received a response to call from [redacted] ([redacted]) in their billing research department to call them at ###-###-####.

On 6/20/14, I spoke with a rep regarding my account and was notified that a $6.95 processing fee was deducted from the deposit. I expressed outrage about this fee as the automated system provides no disclosure in regards to such fee. I was told "well I'm telling you now" and received no remedy for this hidden/undisclosed fee.

I asked about the rest of the deficit and I was told that I was charged for the initial call placed when the account was set-up and although the initial call never connected it's not their fault & they charge anyway simply for call being initiated. This is something I found to be absurd, as I do not believe I should be charged for a call that their system failed to connect.

When I requested a refund for my remaining balance I was informed there is a $5 refund fee that would be charged. Here again was another contractual stipulation that was not disclosed via their automated system when I set-up the account. Had I been made aware of all of these hidden fees at the time I would’ve never set the account up. I am requesting a full refund and a thorough investigation into the underhanded and predatory business practices of Global TelLink Services, Inc. I have since visited various forums that detail the unethical, unlawful and underhanded practices of this company and I am shocked that they are still in business. Preying on the poor and uneducated who heavily rely on their services to maintain contact with their loved ones in simply reprehensible.

I’ve read consumer complaints about being charged exorbitant fees even after their accounts have been closed, resulting in overdraft/over the limit fees, calls that costs over $10 for 5-10 minutes of phone time, and complaints about more hidden fees that consumers are being charged unknowingly as they were never disclosed at the time the accounts were set-up. This should not be allowed and it’s time that this company is reigned in.Desired Settlement: I am requesting a full-refund and this company needs to be forced to disclose all their hidden fees upfront on their automated system so that consumers may make an actual informed decision based on all the facts and figures as opposed to duping and violating unsuspecting victims.

Business

Response:

July 2, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she would like to receive credit for a call that never connected and a refund of the remaining balance on her account.We investigated this complaint and contacted [redacted] on July 2nd and informed her that we have issued a credit in the amount of $3.81 for the call that did not connect on June 17th In addition we have waived the $5.00 refund processing fee. The total amount that will be credited to [redacted]’s credit card is $14.01. [redacted] is aware that it could take up to 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 questions please feel free to call.Sincerely yours,

Review: On May 25, 2014 I engaged into a call collect service from Global Tel Link through a website they have "[redacted]". They charged me $29.99 for an unlimited call service plus a $9.99 flat fee for initiation of a service. In addition, they asked me to call a company Offenderconnect.com (which now I find out that they are the same company) and pay an additional $25 for a deposit fee... which was false because Offenderconnect.com asked me for $50 on the premise that the $25 was "insufficient funds". I went ahead and payed an additional $50 to offenderconnect.com. Total I have now paid $ 89.98 (A total fraud) because I started getting collect calls from people I did not even know from [redacted] Correctional Facilities from people I did not even know. When I called both companies they both denied me ever having an account (or collect phone number) with them, and they kept bouncing me to other companies but those companies did not show me as having an account either. I am reporting this company to Revdex.com in an effort to get my money back for a service that was never delivered.Desired Settlement: I need a check for the full $ 89.98 to settle this dispute.

Business

Response:

June 9, 2014This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she set up two accounts through [redacted].com to be able to accept calls from an inmate in a correctional facility that GTL is the service provider for.We investigated this complaint and contacted [redacted] and explained to her that the 2 numbers she provided in her complaint do not have accounts set up with GTL. These 2 numbers are apparently the numbers she purchased from [redacted].com. GTL is not affiliated with this company. [redacted].com is a company that allows people to get cheaper calls, however the customer has to pay them a monthly service fee in the amount of 29.99 in addition to what they would pay GTL. [redacted] needs to redirect this portion of her complaint to [redacted].com to get the 29.99 plus 9.99 refunded. Our records show that [redacted] does have two accounts on 845 436-3022 and 845 436-3021. The transaction history for these accounts is a follows.854 436-3022 –[redacted] made a 25.00 payment through OffenderConnect on 02/24/14. She then transferred those funds to [redacted] on 03/03/14 because phone number [redacted] was not on the inmatesapproved call list at the correctional facility. Once the money was transferred [redacted] received successful calls from the inmate from 03/08/14 through 03/29/14[redacted] – [redacted] made a 40.00 payment on 04/30/14 through our IVR. On 05/13/14 she requested a refund. On 05/25/14 she made a 50.00 payment through OffenderConnect. [redacted] has had successful calls on this account up until 05/27/14. There have been no call attempts since 05/27/14.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

Review: I called about a complaint over two months ago and have yet, to have a supervisor return my call. They give no telephone number, physical address or email to contact ANYONE of authority. I called again, today, for a separate issue and still am able to speak to no one.Desired Settlement: I simply want my available funds from one acct to be moved to another acct. NO ONE at this facility is able to tell me WHY that is not possible! It is MY money and both of MY accts so I am at a total state of confusion as to why this is not possible.

Business

Response:

July 11, 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 remaining balance on her old phone number be transferred to her new number.We investigated this complaint and contacted [redacted] and advised her that our records show that the funds from account number ###-###-#### has already been transferred to account number ###-###-####. [redacted] then informed us that what she was really complaining about was that she was told several times by our customer service department that someone would call her back and they never did. We apologized to [redacted] and the CSR that resolved this complaint provided [redacted] with her direct phone number should she have any additional problems in the future.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

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.

Regards,

Review: I signed up for service on may 20, 2013. to receive calls from a correctional facility, I wasn't sure why I haven't been receiving them so after 2 weeks I called and they said it was because I didn't send in a copy of my phone bill which I was NEVER told because I don't have a fax machine and that's the only way they would accept it, I even asked if I could email it and they said no. so I asked for a refund and they said yes it would go back on my credit card, so I called them a few weeks later and they said it would take up to 30 days for a refund, I have emailed them 3 times and have never got a reply at all, and I have never got the refund, I have heard a lot of stories about them ripping people off, and its been over 30 days, and when I call them it is a long hold time or they want you to leave a message .Desired Settlement: $25.00

Business

Response:

Attached is the resolution letter to this complaint.

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.

Regards,

Review: I ordered phone service for county jail. after money was pulled from my credit card I was told this service was not in my area. I called and asked for my money to be returned. after trying to get my money. returned twice I still don't have it. I feel that im just getting the run around. I was told to allow 30 days. well it has been 30 daysDesired Settlement: send my 50 dollar refund. I did not get their service.

Business

Response:

September 10, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because she paid $50.00 to set up an account with GTL only to find out later that GTL is not the service provider for the facility that the inmate is incarcerated in. **. [redacted] is requesting a full refund.

We investigated this complaint and contacted **. [redacted] via e-mail and explained to her that our refund processing department processes a large volume of credit card refunds on a daily basis. We have processed the refund for the full $50.00 and advised customer to please allow 1-3 business days for the credit to appear on her card.

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

Sincerely,

Review: On August 14th, 2014, I purchased phone time through this company for an inmate and the money I posted via a pre-paid credit card has not been posted. I have done this numerous times and have never had an issue but on said date, It went as "PENDING" and was even removed from the credit card. Since it was like that a few days prior, I assumed that it would post on the next day. It has not. I no longer have the "pre-paid" credit card because normally things go through as promised. I have tried on several occasions to call this company with no luck in someone answering the phone line. I have emailed this company 4 times and the only reply I get is:

I have forwarded your issue to accounting for verification.

Joe

CNSUPPORT

I feel that this is bad business response when it is the only reply you get, repeatedly. The time that it is taking to verify that I am telling the truth is ridiculous as well. This could have been done in a 7 day period, but I have tried and given ample time for them to be fair. Now I seek help from The Revdex.com.Desired Settlement: I ask for nothing that I did not purchase, I simply want them to process the charge and post the money to the phone account it was to bought for. It's that easy.

Business

Response:

September 24, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the payment she made to an inmate's debit account never posted to the inmates account.We investigated this complaint and contacted [redacted] via e-mail on September 23rd and explained to her that there was a technical problem that caused her payment not to post to the inmates account. Since [redacted] no longer has her prepaid credit card we have issued a refund check in the amount of $12.67.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely,Kathi TAgency Complaints

Review: SERIOUS abuse perpetrated by Global Tel Link (GTL.COM)- theft of monies from innocent families of inmates, and this abuse of power appears to go unnoticed by Congress or FCC, although I have filed complaints with both my Congressmen and the FCC. I have received a letter of reply from a Senator who is very interested in this case. Just [redacted] Global Tel Link (or GTL) and [redacted] on the internet and you will see NUMEROUS complaints by innocent families of inmates against Global Tel Link. I am family of inmate at [redacted] Correctional, [redacted] NC. I am appalled at the monopoly GTL holds on prison phone systems, that they are ABLE TO DICTATE MY RIGHTS to receive a collect call on my home phone. For past 14 years my family/inmate has called collect, billed on home phone by [redacted]/billing entity for GTL. I could see all of the charges on home phone bill and have the statements to PROVE it. I recently made a ONE-time online prepay of $50 to my relative/inmate and he made only 2 maybe 3 calls and was shocked to see the entire $50 had disappeared in a puff of smoke & mirrors. It was GONE! with NO statement of calls placed, time used, or charges billed. I just read an identical complaint on your website from another family member. When I called Global Tel Link I was told I have to "REQUEST" an invoice. [redacted] is required to provide a monthly bill to customers outlining charges. Why is Global Tel Link not required to provide a bill to customers outlining charges. And, SUDDENLY, I am now told I HAVE to PRE-PAY from now on due to a billing change. GTL has been doing this pre-pay to others for YEARS. Innocent FAMILIES have had and ARE having a KILLING made on their backs. Apparently GTL does not have to answer to ANYONE. They know the prisoners/inmates do NOT have any recourse. They figure the families don't have any recourse. Are they right? I told GTL they don’t have right to BLOCK me from receiving collect phone calls on my own home phone, & I would go to FCC & congressman; they said "Go ahead! You can prepay or no phone calls." I am absolutely appalled they can get away with their fraudulent activities. Are they paying off someone in high places??? Apparently, when an inmate places a call and the call is "dropped" the inmate is still charged the SAME fee as if he actually got through on the phone call. That was the only explanation my relative could come up with. He only placed 2-3 calls that actually went through. He did TRY to place another couple of calls, but was unable to get through. [redacted] has assured me there was NO BLOCK on their end, that I should able to receive collect phone calls. And, actually, the call comes through but then I get a recording that the account must be PRE-PAID. The BLOCK is being placed on the other end, [redacted] Correctional Facility in [redacted], NC by GTL. Would any of you like to PRE-PAY for services and then not get the SERVICE??? Poor inmates' families. They are trying to keep some sort of human contact with their loved ones and hopefully HELP them actually get rehabilitated and come back out to be with their families and a company like GTL is gouging, looting, and scamming from innocent families just like crooks do when there is some huge tragedy (power outages, floods, etc.) It would be like paying a huge retainer to an attorney, then he comes back for more money but does not have to explain where the huge retainer went. And on top of that, he BLOCKS you from obtaining any other legal counsel. Think about that!!Desired Settlement: I want GTL to STOP blocking me from receiving the collect calls on my home phone and allow my billing system with [redacted] to remain unchanged as it has been in place for almost 14 years to STAY the same! If they have to "grandfather" me in to do that, then so be it. I don't think they have the right to come along and DICTATE to me that I have to PREPAY and they can use the money however and without any accountability. I just want them to leave me the HECK alone! But more than that, I would like to see someone with the proper authority take this issue seriously and help the thousands of others who are being treated this same way by Global Tel Link. Right is right and wrong is wrong... and Global Tel Link is WRONG!!

Business

Response:

September 18, 2014The customer contacted the Attorney General’s Office because she was told that if she would like to continue to receive calls from an inmate who is incarcerated in [redacted] Correctional Facility she would have to set up an AdvancePay account. [redacted] would like to continue to have her calls billed to her LEC.We investigated this complaint and contacted [redacted] via telephone on September 17th and explained to her that her line blocked because the inmate calls exceeded the 30 day velocity threshold limitThe 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 an AdvancePay 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.With regards to the $50.00 payment [redacted] made to the inmates debit card, our records show that the inmate called not just [redacted] but other people too. The inmate can ask the facility for copies of his call records however; we are unable to provide [redacted] with these records since the debit account is not in her name.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi T[redacted] Agency Complaints

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:

1. GTL did NOT explain any such thing to me regarding any "30 day velocity threshold limit." They said something about my calls "exceeding the limit" but when I asked whose limit, I never got a straight answer. Additionally, I never got a satisfactory answer as to WHY in over 14 years I have NEVER exceeded my "30 day velocity threshold limit" and HOW all of a sudden, I have exceeded this limit that I never even knew existed. I believe that GTL has "manufactured" this as an EXCUSE for WHY they can stop me from receiving calls as I have received them all of these years with NO PROBLEM, AND seeing as how NOTHING has changed in the number and manner of phone calls I receive. I would challenge GTL to PROVE what they're saying. Let's compare phone calls, the number and length of phone calls for each month and SEE if what they are saying is true, because I do NOT believe it is. I still do NOT understand how they can DICTATE to me how I receive phone calls on my OWN home phone and HOW they can suddenly with no warning change it.2. GTL claims that "This practice in standard in the industry" - I would challenge GTL to answer this question with a tangible satisfactory answer: WHO in the industry BESIDES GTL practices this "30 day velocity threshold limit." GTL is the ONLY GAME in town if ANY family members besides just me want to talk to their loved ones in prison. GTL has a MONOPOLY and a STRANGLEHOLD on this "practice" that is "standard in the industry." I know of no one else using any such standard.3. GTL claims that "....there are hundreds of thousands of customers utilizing this service every month." I submit that it is ONLY because GTL has a stranglehold and MONOPOLY over the system and the hundreds of thousands of customers" who are "utilizing this service every month" are in the SAME BOAT I am in.... they don't have ANY CHOICE or any other means to contact their loved ones. There's NO competition. GTL might as well be extortionists because the people they service have absolutely NO VOICE and NO RECOURSE. I submit that given a choice called FREE ENTERPRISE and if GTL did not have a stranglehold on this "service" they provide that customers would leave GTL right and left and jump ship. All you have to do is [redacted] GTL and [redacted] and you can read hundreds of thousands of COMPLAINTS being voiced against these agencies.4. I am bringing this to Revdex.com and to the FCC and to my local congressional representatives and senators because someone has to take the time to stand up and say THIS IS NOT RIGHT and request help to get this resolved. Regardless of whether I get this resolved satisfactorily, I will be heard. I will stand up against a huge corporation who feels they can bully people into submission and FORCE them to accept GTL's way or the highway. 5. I submit that it is IMPROPER for GTL to be able to INTERFERE with my home phone service and HOW I have received it for 14 years and they don't have to prove what they're saying. If I have to, I will write a letter to the President's office requesting help in this matter. No one should be able to tell me how I am going to receive my phone services in my own home EXCEPT for [redacted], the company who provides that service. GTL should NOT be allowed to BLOCK my service that I have received for all of these years (and obviously have NOT exceeded any such "threshhold" in all of those years. NOW ... SUDDENLY, I have exceeded this "threshhold"??? REALLY?)6. As for the $50 they claim the inmate can get a statement. No, he can't. He has tried to find out what happened to the money he had for phone calls and he was told by the prison facility that his FAMILY would have to follow up on that. GTL in turn tells the family, "Oh, we can't give you a statement because that's not your debit account (but I put the money in there). GTL claims the inmate can get a statement, but he can't. And neither can I get any kind of statement... how convenient. Money gets deposited and but no one has any way of verifying what has been spent on what. The money just vanishes. Yes, he has made some phone calls to other numbers. However, 3 THREE phone calls for $50.00 .... REALLY? I don't care WHO he calls... I am not paying any $16.66 per phone call. Would you?7. GTL even admitted that THEY are the one blocking me from getting collect calls: "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."

Regards,

Business

Response:

[redacted],

I just wanted to let you know that we have made several attempts to contact [redacted] by phone on the 2 phone numbers that were provided in the complaint. We are prepared to offer her a Direct Bill account with a $100 limit. We have left several messages with this information however we have yet to hear from her.

I thought this information would be helpful in the Revdex.com’s decision as to how this complaint should be closed.

If you have any questions, please don’t hesitate to call.

Kathi

Kathi T[redacted]

Agency Complaints

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: They are lying. I received ONE phone call at my job and when I was NOT able to speak with the lady that particular instant, I asked her to call me back in about an hour or two and she did NOT call me back. I was in the middle of payroll when she called and I could not stop that very instant and talk to her. Additionally, WHY would I want a "DIRECT BILL" account with this company when they will NOT even provide me with any kind of statement whatsoever to show how the money is being spent???? I have filed several internet consumer complaints on the internet and have already had another person respond that they have been fleeced by this company as well. Her husband is in jail and they are doing her the same way they are doing me and thousands of other customers who have absolutely NO recourse except to take their valuable time and try to find someone who will help them. The thousands of people who are forced to use Global Tel Link are at the mercy of Global Tel Link - which is ZERO. I still do not understand how they can monopolize and keep [redacted] my chosen and preferred long distance provider from billing me for these calls as has been done for over 14 years. At least I can get a bill ... a REAL and legitimate bill from [redacted]. Maybe I won't like the bill, but at least I know they have to ANSWER to someone like the FCC and they can't just fleece me out of money with entirely NO explanation. I want to be able to have my phone like it was. I want to be able to receive long distance collect calls from my family member.

Please, PLEASE take time to read the attachments. All you have to do is [redacted] out there and you can find them yourself. Lots of people are angry about this but they are just like everyone else, they have a hard time finding out HOW they can fight it and WHO to contact. Plus they are hardworking every day people who don't have time to PLAY with Global Tel Link. Please tell me you are going to partner with the FCC and see what can be done about these peoples' unethical business PRACTICES.

Regards,

Review: I'm trying to have a conversation with someone who is incarcerated and the phone calls keep hanging up. They cost me $4.35 each call this has probably been the 10th call they've disconnectedDesired Settlement: I would like a refund for all dropped calls plus a formal apology for making my life that much worse for wasting my money on such a sham outfit they're running

Business

Response:

September 8, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the calls he receives from an inmate in a correctional facility that GTL is the service provider for have been disconnecting prematurely. [redacted] is requesting a refund for the dropped calls.We investigated this complaint and made several attempts to contact [redacted] via telephone and e-mail. As of today we have not had a response. The reason the calls are disconnecting prematurely is due to the nature of the conversation between the inmate and [redacted]. The GTL phone system will pick up on certain words or phrases that are not allowed, this will cause the call to terminate.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: THE PHONE IN [redacted] CORRECTIONAL INSTUTUION HAS 6 PHONES AVAIBLE TO 200 INMATES I HAVE A GRANDFATHER THATS DOWN THERE AND ITS ALREADY HARD FOR HIM TO GET ON THE PHONES AND I BEEN COMPLAINING TO GLOBAL TEL LINK ABOUT THE SITUTATION OFF AND ON FOR 3 MONTHS AND SOME BLOCKS HAVE 2 OR

3 PHONES DOWN THAT NEED TO BE REPLACED AND THEY CAUSE DISRUPTION SUCH AS FIGHTS AND ALL THAT. THEY HAVE NOT MADE AN ATTEMPT TO GO FIX THE PHONES AND EVERYTIME THE INSPECTION COMMITEE LOCATED IN [redacted] OHIO COMES DOWN THEY ACT LIKE EVERYTHING IS FINE BUT THEY REFUSE TO FIX THE PHONES SO I WANT YOU TO CONTACT THEM TO MAKE SURE THE MATTER GETS TAKING CARE OF

Business

Response:

Attached is the resolution letter to this complaint.

Review: My brother is in jail, His girlfriend fraudulantly charged my card to pay for his phone calls to my mothers phone line. As soon as I discovered the fraud I called Global tel to report it. They immediatly put a block on the line. WHen the block was put on the line there was $50 unused. After months of going back and forth with Global tel , Global tel has decided that they are not going to refund my $175.00 not even the unused $50 and is refusing to remove the block from the phone so that my brother can at least spend the $50. Global tel is basically stealing $50 from me. ALos when speaking with Operator [redacted] #[redacted] I asked to speak with a manager he refused the escaltion. When I also asked for the phone number and address for the office of the president he denied that and would only give me the po box address to the complaints dept

Product_Or_Service: Phone callsDesired Settlement: DesiredSettlementID: Refund

I feel like at this point not only should global tel refund the $50 unused money and the remaining $125 that was eroneously charged to my card but they should also pay me damages for all of the time I've spent waiting and pursuing this issue. I feel that global tel was negligent in all of this. PERIOD. I am also filing a complain with AG office, CFPB, & FCC.

Business

Response:

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 mother. The 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 inmate. We 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 number. The remaining balance in the account is $28.68. We have removed the block on account number [redacted] and transferred the balance of $28.68 back to this account. Unfortunately 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,