Global Tel* Link Corporation

Review: On November 7. 2013 I put $30 on my account to be able to talk to my friend in prison. We had one phone conversation for 23 minutes and then later that night when he called again it said I had no money. At $.24 a minute I thought there must be some mistake so I called the customer service number and we informed that I wasn't charged taxes from Sept 27 to Oct 27. I asked them if this was new because I have been using there services since May and have never been charged extra. I got no answers. The next morning after I calmed down I did the math. They charged me over $36. at 7% tax that would mean I talked to him 72 times in that month which would have been well over $540 which I don't have. I called back the next morning and requested a copy of my phone calls and the amounts be emailed to me so I could compare them to my phone records and have not received them yet. I was never informed that I would be charged extra or that this was a new tax that they had to apply. It has always been a flat rate.Desired Settlement: My money put back on my account.

Business

Response:

November 26, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because GTL debited her account for back taxes that were not charged on calls from September 27 through October 27 2013.

We investigated this complaint and determined the following:

Due to a technical error, GTL did not collect taxes on IN DOC debit and prepaid calls for a period of approximately one year. While GTL is absorbing the cost of this error for most of that period, we are recouping the costs for only the most recent and final month (prepaid calls received between 09/26/13 and 10/28/13).

Any prepaid calls received prior to 09/26/13 were not charged the taxes that should have been incurred. So effectively, any prepaid calls received prior to the 09/26/13 date were discounted the tax (all rates charged were accurate, as specified in the contract). Although we regret the necessary adjustments to the prepaid balances, we are offering full disclosure of the circu**tances.

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

Sincerely,

Review: Money was automatically deducted from my bank account without my authorization on 11-17-2014. I authorized a one-time payment and seems as though reoccurring payments are taking place. I called the company two days in a row (11-17-2014 and 11-18-2014) and was told the system is down. No one bothered to take my number for a return phone call to resolve the matter. They just keep saying they cannot fix the problem because they do not have access to their systems.

I want the automatic withdraws from my bank account to stop. I also want a block on my bank account. I do not want this company to have access to my bank account information or money.

Thanks,

[redacted]Desired Settlement: To have the money reversed back to my account and no further business conducted with this company.

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 states that GTL deducted money from her bank account on 11/17/14 without her authorization. She is requesting that the money be credited back to her account.We investigated this complaint and contacted [redacted] via telephone on December 8th and she informed us that she had given [redacted] ([redacted]'s cousin) authorization to use her credit card onetime to make a $100 payment to GTL, which she did on 10/26/14. It was [redacted] that made an additional payment of $100 on 11/17/14. [redacted] has already reimbursed [redacted] the (2) $200 transaction that she made to GTL. At [redacted] request we have blocked her credit card information in the GTL billing system as well as her telephone number from receiving any calls from all GTL correctional facilities.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: At approximately 7 p.m. on Tuesday November 25, 2014 I called "[redacted]" Communications to purchase phone time for a loved one in the [redacted] County Jail. I purchased 25.00 which included a service fee of 6.95. (I was never emailed a receipt for the transaction). I was told it would take up to 24 hours for the funds to appear on the account. When my loved one called at approximately 7:30 p.m., the recording asked if I wanted to accept the call. I pressed 1 for Yes. Then the recording told me that I needed to add money. Thinking the money had not gone through, I hung up. This exact thing happened again after his second call to me several minutes later. When I called today I found out that I was charged for these calls (approximately $5.44) even though we did not speak. When explaining that the recording was misleading I asked for a refund but customer service refused. My only justice is a check that they are going to mail me for my remaining balance of $5.44. This is a disgrace. Totally misleading, unfair, and preying on customers that just want to talk to their loved ones, and paying good money for it! I have been under tremendous stress and mental issues and this is absolutely disgusting behavior for an American consumer to endure from an American company.Desired Settlement: Full Refund and apology, and perhaps redesign their advertising ploys and games as to not confuse innocent consumers.

Business

Response:

December 8, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was charged for 3 calls that she accepted from an inmate in the [redacted] County Jail however she never actually spoke to the inmate. [redacted] is requesting a refund for the 3 calls.We investigated this complaint and contacted [redacted] via voicemail on December 5th and explained to her that we listened to the recordings of the calls in question and we determined that the length of the 3 calls were under 1 minute. We have issued a refund in the amount of $20.00 for the 3 calls. [redacted] was provided the direct contact telephone number of the representative that resolved this issue if she would like any additional information.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely Yours,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. I received a voicemail from Linda at [redacted] and she said she would send me a refund check for $20.00

Regards,

Review: I requested a refund over 30 days ago and it still hasnt posted to my account. I was assured this would take 5-7 business days. This company preys on people who need to speak with loved ones who are incarcerated and charge your card within seconds, yet make it difficult to get to the customer service department. I was promised a refund within 5-7 business days and it now has been over 30 days.Desired Settlement: refund immediately with interest

Business

Response:

July 7, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he requested a refund over 30 days ago and the refund still has not posted to his credit card.We investigated this complaint and contacted [redacted] via e-mail and informed him that our records show that the refund had not been processed. During the timeframe of [redacted]’s original refund request GTL was in the process of changing our refund procedures and our accounting department never received the original request. The refund has been processed and we have waived the $5.00 refund processing fee as a courtesy to [redacted]. [redacted] responded to our email and informed us that the refund has been applied to his credit card.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: This company has formed a bait and switch pattern of taking its customers money and not providing quilty service. After complaining to the company wrieless customers complaints will not be investigated despite them having defective equipment. On today's date and time March 18, 2014 I paid this company an advance payment to receive pre-paid inmate phone calls however my calls was disconnect and an error message stating that no numbers can be dialed on this line. At no time did anyone press any numbers. However, his company has a policy not to investigate the issue as to wireless coustomers on any given issue. This policy is unfair as it is not fair and discrimates wireless customers for their defective equipment.Desired Settlement: I would like all concerned employees to be retrained and a change in this policy and some sort of compensation in the forum of a credit.

Business

Response:

March 26, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because a call that he received from an inmate in the [redacted] Correctional facility on 03/18/14 disconnected prematurely. **. [redacted] is requesting a refund for this call.We listened to the recording of 2 calls on 03/18/14 and contacted **. [redacted] via e-mail. We explained to **. [redacted] that [redacted] upper management reviewed two calls March 18th @4:27 and 4:34 that disconnected from inmate housed @ [redacted] Correctional (Ml). The recorded prompt advised dialing additional digits is not allowed (meaning the system possibly detected sounds of digits being pressed ) not disconnected advising error message stating that no numbers can be dialed on this number as he stated earlier during our conversation. Upper management granted an adjustment of $3.57 issued as a [redacted]ONETIME COURTESY[redacted]bringing account balance to $3.95. We apologized to **. [redacted] for any inconvenience this issue may have caused him and the inmate. Unfortunately, Global Tel Link Cell phone policy remains the same [redacted]Cell phone accounts are created @ [redacted]CUSTOMER'S OWN RISK[redacted].GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely,

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:

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

Regards,

Business

Response:

This letter is in response to the rejection response we received from **. [redacted]. [redacted] Would like to see GTL change our cell phone policy. In **. [redacted]s response to our letter dated 03/26/14 he stated that we did not investigate his complaint. He stated that once we determined that the call was made to a cell phone we automatically denied his request for a refund. Please refer back to our letter and you will clearly see that we did in fact listen to the calls in question and we determined that the system possibly detected sounds of digits being pressed. As a onetime courtesy we issued a credit to **. [redacted]’s account for one of the disconnected calls.GTL’s telephone equipment at the correctional facility is not like the standard home or office equipment. For security purposes the equipment is much more sensitive and calls will possibly disconnect if it detects people talking in the background, a television on, an earring hitting the phone just to name a few. **. [redacted] was made aware of our cell phone policy when he established his account. In addition we explained to **. [redacted] that it is the inmate’s responsibility to report any equipment issues to the facility. The facility will then contact GTL so the appropriate steps can be taken to repair the problem. We have not received any requests from this facility indicating that there are equipment issues at this site.We suggest for future calls, **. [redacted] is in a quite area and is not moving around to prevent his calls from disconnecting prematurely. Please have the inmate contact the facility phone coordinator if you still feel that this issue is equipment related.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

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:

Review: GTL is an offender phone account company, that handles collect calls to offenders families, friends, etc. On at least four different occasions, the last occurring today 2/27/14 at 12:25 p.m., the call came through from my husband but was disconnected after 60 seconds despite the fact there was money on the account and our calls are limited to 15 minutes. GTL is receiving the money but not producing the service.Desired Settlement: I would either like my account credited or a check sent out to me.

Business

Response:

March 18, 2014

Dear **. [redacted]

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

The customer contacted the Revdex.com because on at least 4 different occasions the calls she receives from her husband disconnect after 60 seconds despite having money in the account. **. [redacted] is requesting a refund for the prematurely disconnected calls.

We contacted **. [redacted] via e-mail on 03/10/14 and explained to her that when her account is getting low or there is not enough money in the account to accept a maximum time call the system will automatically play the 60 second recording. In addition we explained to her that she needs to listen to the recording prior to accepting the call of the current available balance on the account to make sure there is enough money in the account to accept a full time call.

We attempted to contact **. [redacted] via phone on 03/11/14 to see if she is satisfied with this resolution. As of today she has not returned our call.

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

Sincerely yours,

Review: Global Tellink has taken my money they refuse to refund for dropped calls - AS WELL AS FAILED TO PROVIDE MY REFUND FOR THE AMOUNT IN THE ACCOUNT. IT HAS BEEN WELL OVER 12 MONTHS HAVE SPOKEN TO SEVERAL SUPERVISORS AND ASSURED IT WOULD BE REFUNDED - THEY ARE THIEVES .Desired Settlement: I WANT A REFUND OF $400.00 FOR THE AMOUNT OF CALLS THEY "CLAIMED TO PROVIDE" INCLUDING A REFUND OF MY ACCOUNT BALANCE IMMEDIATELY THEY ARE THIEVES AND TAKE ADVANTAGE OF PEOPLE.

THEY DOUBLE BILL OVERBILL AND WILL NOT PROVIDE CREDIT FOR CALLS THEY DISCONNECT!

Business

Response:

November 7, 2013

Dear **. [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 in the amount of $400.00 for calls she received from an inmate that disconnected prematurely.

We investigated this complaint and determined that a refund in the amount of $38.80 was processed on 10/19/13 which was the remaining balance on the account. With regard to the $400.00 she is requesting for the poor quality of the calls. Our records indicate that **. [redacted] had been receiving calls since 2012 and never once called in to complain about the call quality. [redacted] has contacted GTL's call center several times about unrelated issues and not once has she ever said anything about the call quality issue.

Based on these facts the $400.00 refund **. [redacted] is requesting will be denied.

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

Sincerely yours,

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]

I was NEVER CREDITED - Send me proof - there was NEVER A CREDIT ISSUED FOR UNUSED FUNDS. No one has contacted me and all the calls I made were ONLY FOR CALL DROPS AND QUALITY OF CALLS THERE WERE MULTIPLE CALLS. THE RECORDS CAN BE PULLED. THEY RECORD THEM - SOME WERE EVEN PUT IN ONLINE....

HAVE THEM PROVIDE PROOF OF REFUND AS I NEVER RECEIVED IT. ALSO HAVE THEM "DESCRIBE" WHAT OTHER ISSUES I CALLED "SEVERAL TIMES ABOUT"???

THEY ARE BOGUS AND A HORRIBLE COMPANY.

I WANT MY REFUND AND MY MONEY BACK .

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

November 14, 2013

Dear **. [redacted]

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

This letter is in response to the rejection response we received from **. [redacted]. Our records show that the refund check in the amount of $38.80 that was processed on 10/19/13 has never been cashed. We have cancelled that check and issued a replacement check. The replacement check was sent out 11/13/13 via overnight mail. **. [redacted] should receive the check today.

If **. [redacted] would like to provide us with the exact dates and times of the calls that disconnected prematurely we would be more than happen to listed to the recordings to see if a refund is due.

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

Sincerely yours,

Review: This complaint concerns the [redacted] Correction Center in Colorado and the Global Tel*Link phone service offered by this company. To begin with, it is very hard to figure out who one is even dealing with, since so many company names are involved ([redacted] (old name), [redacted], Global Tel*Link, as well as several three letter abbreviations).

I added $30 to my phone number 24 days ago. The $7.95 fee (! ) was taken out right away. But when the inmate tried to make a call, no funds were available. I called the number that is listed on their website for the website support, but was told that the phone support does not have any means to communicate with the website support (maybe that is due to the various companies/names that are involved?) The only way to contact the website support is through email. I had tried that a long time ago (6+ months), but never got a response. Tried it again about 2 weeks ago and didn't get a response either. When asking the people on the phone about this I was told, "Sorry, but that's the way it is", meaning that I was out of luck.

After a third attempt to contact the web support, I finally got a reply telling me that the funds were posted incorrectly and that they would fix it within 3-5 business days. Today is day 8 and I had gotten a message from support 8 days ago saying that everything is fixed, but on my account it still says "Funds available for calls: $0.00." I also tried to create another account (for a different phone number) but my email address apparently is in their system already. However, without knowing user name or password, the password cannot be reset. So the only way to get help with this is - you guessed it - the web support via email (which, btw, will happily reply "within 3 business days"). I have very much had it with this company. But I guess that's just par for the course. Why try to provide a good service when you have a monopoly?Desired Settlement: I thankfully will not be needing this service much longer. What I expect from this is a full refund (obviously, since no service was ever rendered), but also some changes to the way the company communicates:

It is not acceptable for the only website support contact option to be email that will be answered in 3-5 business days. It is also not acceptable that the phone customer service (which is listed on the website as support for the website) has no means of communicating with the web customer service. It is after all the same company.

Essentially I have not been able to communicate with the inmate for the whole month, because of how this company operates.

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 a $30 payment that was made to account # [redacted] never posted to the account.We investigated this complaint and contacted [redacted] via telephone and explained to him that our records show that he has several account. This particular account that his complaint is for belongs to his mother. It appears that when his mother made the $30 payment via our website, in error she chose the option [redacted] WEB when it should have been [redacted] WEB. Since this account number is not in the [redacted] system we did not know what account this payment should have been applied to.We have issued a credit in the amount of $30 back to his mother's credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,Kathi TAgency Complaints

Review: no refund after 4 months

On or about May7th I set up 2 phone accounts for my son who was incarcerated at [redacted] county jail. The 2 numbers was ###-###-#### and ###-###-####. He only used a couple minutes on one of them and did not use the other one at all.I have called these people several times including one time in May within 1 week after the accs. were set up trying to get a refund. Each time I was told it would take I believe 30 business days. It has been 5 moths and still no refund. The amount is $25.00 on one acc. and something like $12.00 or 13.00 dollars. That is all. The last time I called I was assured I would have it in 5to7 business days. That was almost 3 wks. ago. Thank you, [redacted]Desired Settlement: I just want my refund

Business

Response:

October 14, 2013

Revdex.com Of the Metropolitan Washington DC and Eastern Pennsylvania

1411 K ST NW, 10th floor Washington DC 20005-3404

Attention: [redacted]

Re: [redacted] - Revdex.com Complaint ID # [redacted]

Dear **. [redacted]

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

The customer contacted the Revdex.com because she closed both of her GTL accounts and has yet to receive a refund of the remaining balances on the accounts.

We investigated this complaint and determined that we had called **. [redacted] some time ago to verify the last 4 digits of her credit card before the refunds could be processed. We have waived the $5.00 refund processing fee on both accounts and have mailed a check to **. [redacted] in the amount of $39.65. The check was mailed to:

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

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:

Hi again, as of 10/22/2013 I have not received a check. Can they check to make sure it has not been cashed yet? I kinda thought I should have received it by now.My complaint # is [redacted].

Thanks again,

Review: June 27, 2013

Dear Sir or Madam:

I am a California inmate currently being held at the [redacted] Correctional Center in [redacted], Arizona. It’s too far to get visits so the only way I can communicate with my family and friends is through the phone. Global-Tel Link is the only service provider for this institution so I am forced to use them in order to talk to my family and friends. The problem is that they have been overcharging me and the rest of the inmates here for every initial connection. They say the connection fee is.25 cents per call but they have been charging me, my family, friends and everyone else $6.00 for every connection. This has been going on for years. And I am requesting that they credit me, my family, friends and other inmates the money that they have been overcharging all of us for the initial connection fee. Thank you very much for your time and help.

Sincerely,Desired Settlement: see Attached document

Business

Response:

July 15, 2013

Revdex.com Complaint ID # [redacted]

Dear **. [redacted]

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

The customer contacted the Revdex.com because he feels that his friends and family are being overcharged for the calls they accept from the [redacted] Correctional Center.

Unfortunately we were unable to investigate this complaint since **. [redacted] failed to include any area codes or phone numbers in his complaint. We have sent **. [redacted] a letter saying that the friends and family members need to contact us regarding their accounts due to GTL’s privacy policy with is we do not discuss any account activity with anyone except the account holder.

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

Sincerely yours,

Consumer

Response:

July 22, 2013

Dear Sir or Madam:

This is in regards to complaint:: ID [redacted] against Global Tel*Link. They have responded to my complaint, but they are not offering me any resolution. They claim that they don’t know what phone numbers I'm referring to because I didn’t enclose them in my complaint, but all they have to do is look at their logs because I can’t even use the phone without punching in my assigned code which is: [redacted]. They also claim that they can’t discuss this with me because my name is not on the Telephone Company account. I want a resolution as soon as possible. Thank you very much for your time and help on this matter.

Sincerely,

Business

Response:

July 30, 2013

Dear **. [redacted]

This letter is in response to the rebuttal we received from the complaint listed above.

As we indicated in our first letter, without the area codes and phone numbers in question we are unable to investigate this complaint. **. [redacted] suggested that we could find the phone numbers by searching by his pin number. We do not have the capabilities to search by an inmate’s pin number as it was issued by the facility, not GTL. Even if we could locate the phone numbers in question, for confidential reasons we cannot share that information with **. [redacted] since he is not the account owner

My suggestion to **. [redacted] is to have his Friends and family members that are listed as the account owner for the accounts in question contact GTL so we can investigate.

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

Sincerely yours,

Consumer

Response:

August 19, 2013

Dear Sir or Madam:

This is in regard to the pending complaint against Global Tel Link Corporation ID [redacted]. I am not satisfied with the rebuttal that GTL provided. I provided them with the phone numbers that my complaint pertains to. And they continue to overcharge my people without offering any acceptable resolution. Thank you very much for your time.

Sincerely

Business

Response:

September 13, 2013

Dear **. [redacted]

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

This response is to the rejection response that I received from you office today from **. [redacted]

This is the 3rd time that we have responded to **. [redacted]. **. [redacted] seems to think we have the phone numbers in question. I don't know what else I can do or say to make him understand we do not have the account numbers

All **. [redacted] needs to do is have his friends and family members contact GTL with their account numbers and we will be more than happy to investigate. We have explained this to **. [redacted] 3 times now

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

Sincerely yours,

Review: When I finally spoke with someone about my refund I was informed they would be taking a $5.00 fee for that refund.

My son was falsely accused of something and taken into our local police station to be held and then later released the same day. This was 6-4-2013. While he was there I received two phone calls from him, these came through Global Tel Link. To accept the call I was required to give them a credit card number and a pre paid charge was placed on my card, in the amount of $25.00. I then had to leave home and received another call from him this time on my cell phone which in turn set up a second account and required another $25.00 pre paid fee. Unfortunatly I needed to use a different credit card with the second call which complicated things more.

A couple of days later I called the company and asked about the balance of the pre paid fee which had not been used. I was told my credit card would be credited and it would take 30 days. They needed the last 4 numbers of the cards and the expiration dates. In the midst of all this one of those cards was lost, and I did not know the date during that call. But I found out that info and called them with it on 6-14 and again was told both my cards would be credited in 30 days.

I then waited to call again on 7-18 since it was over the 30 days and no refund, I was told by them I had $20.02 remaining originally, and this time I was told 30 to 60 days. So I waited and still no refund on either of my cards.

I called yesterday on 9-4 and said it has been almost 3 months since my first call and I still had not received my money back. The representative told me that the money had expired. I said WHAT? He then transferred me to a supervisor who did agree to refund the money BUT I have to write two seperate emails, one for each account and that they would issue me a check for those accounts through the mail. Her name was [redacted] and she was pleasant as she then informed me of a $5.00 fee for each refund. I had no control over this situation other than to refuse the phone calls which I surely would not do and I feel this pre paid fee is very unfair under the circumstances and you have no other options. But I accepted the fees, but I feel I am entitled to a full refund of that unused balance.

As I have stated it took 4 calls to this company and I have had to insist upon a refund and now am being charged for it, I hope there is something you can do to help. We are only talking about $10.00 but it is the principal of it!

Thank you very much for your attention to this matter.Desired Settlement: I want a full refund of $20.02 which was the amount I was given during my first phone call. I had $11.77 left on one account and $8.25 on the other. They should not be able to charge a fee for this AND it was never mentioned to me before yesterday.

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 to account with GTL son she could talk to her son who was briefly incarcerated at a facility that GTL is the service provider for. Her son was released so she requested a refund for the remaining balances on the accounts. She still has not received the refund.

We investigated this complaint and contacted **. [redacted] and explained to her that our refund processing department processes a large volume of credit card refunds on a daily basis. We have waived the $5.00 refund processing fee and refunded the remaining balances on both accounts. We advised **. [redacted] 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 yours,

Review: This company riped me off. They take your money even thou you do not get the service you pay for.They have you to add money to your account and tell you to hold on your call is being connected, but you never get the call connected. You are disconnected and they still take the from your account balance.they will not refund your account.Desired Settlement: My this company accountable for what they are doing to so many people. I know of two other people this has happened to,personally.

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 a refund for a call that disconnected prematurely.We listened to the recording of the call in question and we determined that apparently while **. [redacted] was in the process of making a credit card payment the inmate did not understand what was going on and he hung up the phone. We contacted **. [redacted] and informed her that we have issued a credit for the disconnected call. **. [redacted] informed us that the inmate has been transferred to a different facility that is not serviced by GTL. Based on this new information we have issue a credit of the remaining balance on her account back to **. [redacted]’s credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Review: I made a payment to my husband phone acct in prison. The funds were applied to the wrong acct because of a known system issue. The funds were taken instantly from my credit card which I provided to the company a month ago, yet no response from the company nor have the funds been applied to the correct account or refunded.Desired Settlement: I want the funds returned to my credit card or applied to the correct account.

Business

Response:

July 7, 2014Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that the $14.00 missing payment she made be either applied to her husband’s account or credited back to her credit card.We investigated this complaint and contacted **. [redacted] via e-mail and informed her that the $14.00 payment was applied to account number ###-###-#### on June 26th.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

Review: Hello, on January 5th I contacted Offenderconnect to close a phone account that I had set up for an inmate to call. At the time of cancelation there was still a remaining credit balance of $25 which I told Offenderconnect to refund back into my debit card account. They proceeded to collect my debit card information and verified that everything was correct. They told me I would have the funds in my debit card within 30 to 60 days. At the end of 30 days I contacted them because I had still not received my refund. Offenderconnect told me it may take another 30 days. Fine. I waited and contacted them again at the end of another 30 days. This time, Offender connect told me that it can take another 30 days! Needless to say, it is now May 24th 2014, and Offenderconnect has yet to refund my remaining credit balance of $25. I have never known a business to take more than 30 days to refund a client their money! I know $25 is a measly amount to complain about, but it is MY rightfully due credit! They have kept my money, and not followed their legal business practice of crediting back their customers who still have a remaining credit balance when canceling an account.Desired Settlement: I want Offenderconnect to refund my $25 back into my debitcard like they initially promised me on January 5, 2014.

Business

Response:

June 3, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because in January 2014 she closed her GTL account and requested that the remaining balance be refunded. She has yet to receive her refund.We investigated this complaint and contacted [redacted] via phone on June 2nd and advised her that the refund check has been processed and will be sent to the address on the complaint. We apologized for the length of time it took for this refund to be processed.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response.

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: Revdex.com Eastern Pennsylvania

1337 North Front Street Harrisburg Pa. 17102

Dear Revdex.com:

I am writing in reference to a history of Global Tel Link phone industry ripping off the family members of prisoner's. I could name a few instances where me and my family have had extreme arguments about these calls- But I will only name the recent rip-off. On Thursday October 10, 2013 my family wired my wife $300.00 she purchased the maximum limit of $ 100.00 on that day. At a rate of $5.10... starting Friday at 1915hr--2015hr this one hour period was $20.40, Saturday morning at 0915hr a 1 1/2min. call was made for $2.30 Saturday night October 12, 2013 at $5.10, another call was made at 1900-2015hr approximately 75min. period was $25.50. On Sunday Oct 13, 2013 @ 0900-1015hr. @ $5.10 a call, total @ $25.50 and again Sunday Oct 13, 2013 @ 1900hr. for

15min @ $5.10 a grand total of $73.70, This call sequence can be verified by the call-out log of [redacted] -[redacted]. In this particular sequence a grand total of $26.30 give or take a few dollars was stolen form my families account. I would appreciate that you would investigate these methods and once the theft is found , I would like actions taken to recover not just my stolen funds, but for all the prisoners and families effected by these fraudulent practice's through out the Pa. Dept Of Corrections!!!

Thank you for your time and consideration to this matter!Desired Settlement: see Attached document

Business

Response:

We are unable to respond to this complaint due to the fact that there is no contact phone number or an E-mail address. **. [redacted] needs to contact us directly. We are not allowed to provide **. [redacted] with any account information on **. [redacted]'s account since he is not the owner of the account. we will be more than happy to investigate this complaint once we receive the contact information. We need an E-mail address or phone number for **. [redacted].

Sincerely,

Review: This business has a contract with a correctional facility. They are the vendor that accepts money for the commissary. I had placed two payments ($60 and $25) that were not transferred to the account. I called customer service and they told me that there was nothing that they could do. I was appalling. I asked to speak to a supervisor. The supervisor and I pulled up the account history and he said that they two amounts had not been added. He said that he would have it investigated. I called back the next week and customer service told me the same thing... there was nothing that they could do. I again asked for a supervisor who begun telling me the same thing before I urged him to look up my records. Then he told me that it is being investigated and I should call back later.

I think that it is appalling that they are taking people money and not allocating accordingly. I went to visit the inmate and other people were complaining about the same issue.Desired Settlement: Put the money on the account like it was initially intended in a timely manner. I cannot image why is taking so long to rectify this issue. I have a .pdf of all my deposits and so do they.

Business

Response:

November 10, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made to payments to her GTL telephone account and the payments never posted to her account.We investigated this complaint and left a voice message for [redacted] advising that the 2 missing payments have been located and have been applied to her account. Further advised if she had any additional issues to please call us back.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: That this company global link tel is taking our money on pre paid calls to inmates everytime it is different on the money you put on your card

Global Tel Link I have used four times I have used my debit card to use this outfit to receive calls from an inmate and everytime it is different. Today I put 25$ on card ten minutes later got thecall from the inmate and before I get to talk they tell me I have 12$ left. A week ago the same thing I put 25$on debit card receive the call and they say I have 18$ left everytime it is different. I called them and wanted credited for my money and they won't do it. This is not right they are taking our money and we can even talk but for only a minute and then after maybe 2 calls your money is gone. But they are taking money off the top before you even get to talkDesired Settlement: To have them refund the money or close them down. Or make them change their policy to somethiing better for we hard working peoople. This is unfair. You want to talk for your money and its gone before you can even do that. 25$..then they take money off that before you can even receive a call from an inmate and then when you do they say you now have 12$ left and your money is gone

Business

Response:

August 23, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com with regard to the $6.95 credit card processing fee he is charged every time he makes a payment using her credit card.

We contacted **. [redacted] and advised her that if she were to make a payment on her account using a check or money order there are no fees attached to these 2 types of billing options. We provided **. [redacted] with the billing address to send her payment and to make sure she includes the account number on the check or money order.

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

Sincerely yours,

Review: I had submitted a complaint back in 2011 I believe it was. Was told I would get a refund if complaint removed and never got a refund.

I had submitted a complaint back in I believe 2011 and the company contacted me and asked me to remove the complaint and if I did I would receive a refund. I removed the complaint and never received a refund. I contacted them numerous times and they kept telling me the check had been mailed and it never was because I never received it. I had a phone account set up for a certain person in a certain facility. I did not want that person contacting me any longer so I closed the account and asked for a refund of the $23.00 I believe it was left in the account and I was told that it reverts back to them when a phone account is closed. I informed them it is my money and I want a refund. I have reason to open an account now because my daughter is in a correctional facility. I would like to open a phone account for her and I would like my $23.00 that they still have transferred to that account. I know this was approximately 3 year ago but, I got tired of calling them and never did get my money refunded.Desired Settlement: I want the $23.00 they owe me in a check or I want to be able to open an account for my daughter to call me and have it opened with the $23.00 of my money that the company still has.

Business

Response:

August 21, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she submitted a complaint back in 2011 stating that she never received the $23.00 refund check of the remaining balance on her account. She would like to open a new account have the $23.00 applied to the new account.We investigated this complaint and contacted [redacted] via e-mail and informed her that we have established an AdvancePay account on [redacted] and applied the $23.76 from the old account as she has requested.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: My family has been dealing with this company for 3 years. This is the only company that provides calls home for inmates. The calls have always been $1.49 including taxes per call. One my statement it is often charged more than what it claims the call to be. It will say Amount charged then Balance, but the amount charged subtracted from the previous balance is quite often a few cents more then listed. I let this slide because I need to hear from my loved one. Now I wanted to transfer the $8.62 from my cell to the house phone, which they said they would do as a one time courtesy. Then said because the cell is in my name and the house is in my fathers name they could not do the transfer, but I could get a refund of my $8.62 for a $5.00 charge. This is ridiculous!! Previously this company sent Me a letter stating my fathers cell number would be closed for inactivity if I did not contact them within 90 days of the date on the letter. I called the next day and they told me the letter was wrong and the fifteen dollars and some odd cents was already gone because the letter was wrong and the money is dissolved after 90 days from the last call received on the number. AGAIN SHADY BUSINESS PRACTICES. I realize they are a monopoly, but they should not be able to take advantage of families who only want to know their loved ones are safe, after all, we are not the criminals.Desired Settlement: I would love to get my money either transferred or refunded, but that is not as important as having this company regulated in some way. The people are rude and not at all helpful. This is my money and I have to pay to get it back???? I have spent thousands over the 3 years my inmate has been incarcerated and I am so thankful that he is coming home and no longer need to deal with GTL.

Business

Response:

August 5, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because of the unprofessional manner a GTL customer service rep spoke to her when she called in to transfer money from one account toanother account.We investigated this complaint and contacted [redacted] and apologized for the CSR's behavior and informed them that GTL's training includes showing compassion towards our customers. In addition we advised [redacted] that $9.03 was reinstated to account # ###-###-#### on June 6th 2014 and transferred to account number [redacted] as she had requested. [redacted] informed us that the inmate would be released in 2 weeks and appreciated our call to confirm thatthe funds had been transferred.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,Kathi T[redacted] Agency 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. Regards, [redacted] And [redacted]

Review: First of all the company is the only one that can be use in order to talk to anyone in county jail so I had no other options to use it. I deposit 25$ and that's the minimum you can not deposit less, After depositing money the person in county jail call me and we only talk one time , he try to call me more but every time he call the line just didn't work and he could not hear me but we got charge for it. so one conversation cost me 25$. I call the costumer service and the person did see that there were calls 1 min a part one after another because we could not connect. They said they will look in to it and that was the last time anyone talk to me and that was on 6/2Desired Settlement: I just want to be refund to my credit card because I will never use them , not the whole 25$ but 20$ becouse I did made one call

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 she paid $25.00 to set up an Advance Pay account to be able to talk to an inmate in the [redacted] County Florida Correctional facility. [redacted] was only able to receive 1 completed call, all of the other calls disconnected prematurely. She is requesting a refund for the disconnected calls and to close her account.We investigated this complaint and contacted the customer and explained to her that we listened to the recordings of the calls that were made on June 11th and determined that the calls did in fact disconnect prematurely. We have issued a credit in the amount of $11.90 giving her account a balance of $12.98. We have waived the $5.00 refund processing fee and have issued a credit back to her credit card in the amount of $12.98. The customer is aware that it could take 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,

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,