Global Tel* Link Corporation

Review: I was online attempting to put $25.00 on my account. The company double-billed me so $25 was charged twice. I contacted the company about the double charge and they said it would take 10 days to refund this second charge. The $25 to be refunded was broken down as follows; $20.25 went on my account and $4.75 went to GTL as a service fee. When they refunded the money, they took $25.00 out of my account to fund the refund, and kept the $4.75 fee they had taken. Basically they should have taken 20.75 out of my account and taken 4.74 out of their service fee collections for the refund. Despite numerous attempts to explain this error to them, they do not seem to grasp or understand their error. I use their service, as they are the only service provider in this area, yet their business practices are very questionable. I am reluctant to use them in the future.

Product_Or_Service: Minutes through Offender Connect

Account_Number: ###-###-####Desired Settlement: DesiredSettlementID: Refund

Refund the 4.75 service fee to my account and make sure that this error, and the double charge error which started this whole mess, be corrected in the future.

Business

Response:

May 8, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because when he was online to make a $25.00 payment to his account his credit card was charged 50.00. **. [redacted] called to request a refund and the $4.75 credit card processing fee was deducted from the 25.00 refund.We investigated this complaint and contacted **. [redacted] via e-mail and advised him that or records reflect that the $4.75 had been issued as a credit to his account on March . **. [redacted] responded to our e-mail stating that his complaint was not filed concerning the small amount of money, but due to the fact 20% of the money deposited goes to paying fees. A closing Email was sent to **. [redacted] thanking him for such a quick response and again we apologized for the inconvenience and the mannerism of the Customer Service Representatives that he spoke with. GTLs CSR training includes showing compassion with our customer issues in a professional manner. The CSR that resolved this complaint provided **. [redacted] with her direct phone number should he have any additional problems in the futureGTL 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: This company should be renamed 'extortion specialists'. It costs $5 to add money to the card; It costs $5 for the first minute of EVERY call; It costs $5 to get a refund which takes 60 days! How this company is even legal is beyond me.Desired Settlement: I expect a timely refund as I only put the money on the card this morning.

Business

Response:

February 3, 2014

Dear **. [redacted]

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

The customer contacted the Revdex.com for 3 different issues. I will address each one individually.

Why are you charged a fee to add money to your account? The fee that is charged when adding money to an account using a credit card is the “credit card processing fee”. This fee can be avoided by paying by check or money order. There are no fees attached to these 2 payment methods.

Why are his rates so high to accept calls from an inmate? The rate is determined by the distance between the customer and the correctional facility that the inmate is in. **. [redacted] is charged the Interlata Rate which is $3.95 surcharge plus $0.40 per minute.

Why does it cost $5.00 to get a refund and why does it take 60 days or more? We have waived the $5.00 credit card processing fee and have issued a credit in the amount of $21.94 back to his credit card. Advised **. [redacted] to please allow 3 to 5 business days for the credit to appear back on his 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 Sunday Jan. 26th, 2014 I Went on the offender connect website, setup account on 2 different phone numbers, putting a $25.00 on 1 # and $30.00 on another number, selected the facility from there drop down menu. They took payment and forwarded to [redacted] carrier. after I was unable to connect with the facility I called customer service and was told that as of Jan 21, 2014 [redacted] no longer has service to the facility I choose. Using the web site my only option was choosing the facility, not the company that handles that facility. According to my bank the money was paid to global tel link. After speaking with them, they are the ones that provide service to the facility and even though my money was paid to them, they could not refund my money according to them that money was sent to [redacted]. I had to setup accounts through them and pay more money to get the service which I did. They gave me the phone # to [redacted] to get my money from them, after calling the number only to get a recording refering me to call another # which was global tel link who again said I needed to call [redacted], when I told them I already called that number which refered me back to them they gave me another number to [redacted]. After calling that number they tell me they no longer service that facility and it would be 4-6 weeks to get my money back by check through the mail. I paid for services that they could not deliver, because the web site has not been properly maintained and I have to wait 4-6 weeks to get my money back!Desired Settlement: They knowingly took my money for servcies that they could not deliver. again in using their website I only had the option of choosing a facility, the website choose the company that services that facility and forwarded my money to a company that they knew did not service the facility, I should not have to wait 4-6 weeks to get my money back. I understand they have policies that yes I agreed to them, they did not deliver on the services. Their error not mine!

Money should be credited to my account immediately not mailed at their convience

Business

Response:

February 3, 2014

Dear [redacted]

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

The customer contacted the Revdex.com because she set up 2 different account paying $25.00 on one account and $30.00 on the other only to find out that Value Added Communications is no longer the service provider for the facility that the inmate is in. [redacted] was told that it would take 4 to 6 weeks to get her money refunded.

We investigated this complaint and contacted [redacted] on 02/03/2014 and advised her that a refund check in the amount of $55.00 has been expedited to a 2 day delivery.

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

Sincerely yours,

Review: I received a call from a 3rd party collection agency indicating that my law firm's account with this company (a service provider for prison collect calls) was in collection for $230.49. I explained to the collection agent that I was holding the most recent invoice from Global Tel*Link in my hand that reflected a bill of $184.39 that was due on January 24, 2014. Thus, my bill was not due yet and must have been submitted to collection in error. The bill reflected a previous balance of $100.14, but did not refer to that amount as past due and did not indicate that any amount was due immediately. It simply reflected a current balance of $84.25 and a previous balance of $100.14 for a total amount due of $184.29 due in the future on January 24, 2014. I called to speak with a representative at Global Tel * Link. I spent 45 minutes or so on the phone and spoke with four different individuals, none of whom were helpful. The last person, a supervisor in collections, **. [redacted] was unprofessional and rude and mainly attempted to talk over me. I explained to her that the invoice was misleading because it did not require immediate payment for any portion of the balance and if any amount were past due, it was only the $100.14 and not a total bill of $230.49 (This amount apparently reflected what was past due, what was currently due, and charges for new collect calls that had taken place since the invoice was generated on December 30, 2013. I explained to **. [redacted] that a collection agency certainly could not legally request an amount from me that was not even due yet. **. [redacted] stated that they do not submit bills to collections, but that a collection agent has access to their files and pulled my total bill due, even though the total amount was not past due. **. [redacted] would not admit that the practice was certainly a mistake if not illegal. Overall she was rude, unprofessional and not helpful.Desired Settlement: I believe that Global Tel*Link's billing policies are misleading, confusing and possibly illegal with regard to authorizing a third party collection agency to demand payment on a bill or portion of a bill that is not yet due. Their invoicing policy needs to be closely examined and changed.

Business

Response:

January 22, 2014

Dear **. [redacted]

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

The customer contacted the Revdex.com because she was informed by a third party collections company that her GTL account is past due. [redacted] states that her GTL account is current.

We investigated this complaint and contacted **. [redacted] and explained to her that her invoice was $184.39 for calls through 12/23/2013 and from 12/24/2013 to 1/10/2014 they used an additional $114.96 which made the companies balance on the account $299.35.

**. [redacted] informed the collection agency that she had received the invoice and was just waiting to pay it. The collections agency informed her that while she was waiting to pay the bill she had accumulated additional charges.

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

Sincerely yours,

Review: I began receiving collect calls from our local jail on my personal cell phone. I contacted the jail and told them of the harassing nature of the calls and had my number removed from the call list. They explained that it would block calls from reaching me. However, the company they use as their collect call service began to call me to solicit money for the person detained. I explained that this person continues to call and they said that their company uses an automated calling system that asks for the person to set up an account with a credit card or by wiring money so that the detainee can then complete their collect calls from jail. I refused to give them any information about myself since they had my telephone number and could simply remove it from their automated system. The person I spoke with insisted that I had to start an account with them to stop all future calls. I felt this was further intrusion into my personal life and told them I would simply change my cell phone number with my provider at my expense if need be and was told, "Well, I guess that would be one way to handle the calls if you don't want to set up an account with us. "Desired Settlement: This company should do their best to stop all calls if a cell phone user requests to be no call.

Business

Response:

August 12, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was receiving harassing phone calls from an inmate in a correctional facility that GTL is the service provider for. The facility blocked her phone from receiving the calls; however she then started receiving calls from GTL telling her she had to set up an account if she wanted to accept calls from the inmate.We investigated this complaint and contacted [redacted] via e-mail. [redacted] e-mailed us back and stated that she has already changed her phone number so the problem is no longer an issue. The recorded message on the call from GTL states at the end of the message that if you do not want to receive this recorded message there is an option to press to discontinue the calls.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincere yours,Kathi T[redacted] Agency Complaints

Review: I have written a complaint to a mailing address they provided. My complaint is their over priced/charge of the calls that I'm sure a lot of people including myself have complained about. This is a one way telephone service provider from inmates at [redacted] Detention Center at [redacted], California. Tel link charges $2.29 to connect the calls, then $ 0.06/minute therafter. There are several interruptions during phone conversations with my love one as they have this automated messages that comes on every after minute of usage which is included in my total usage which means that I am paying for that time every time this advertising message comes on while I am still connected. Addditionally, they charge me taxes applicable to California rate on top of my overall charges for every call made. That is overwhwelmingly high for a service unemployed/poor people and loved ones could have to afford. And everytime I make a pre-pay deposit on my account with them they charge me $4.75 for every $25.00 I load so I can talk to my love one. Is there a way to cut these rates, are they legally running this business with an appropriate license being of service to a population of consumers who makes nothing to meet their service demands ?

Can we considerably look at this issue and possibly suggest alternative ways to make it reasonable and affordable ? Are they the only service provider of this kind to monopolize and abuse the system ? And besides the point this problem could cause a lot of health issue starting out with people getting depressed, angry, ill and for those who have pre-existing conditions will be aggravated over not being able to connect and get that therapeutic interaction they need form their families and loved ones. Anyways, please help us if nothing else I will send this same letter to our legislature so they can scrutinize and come up with some kind of resolution and justice to the people involved. THANK YOU for your time and positive action towards this matter.Desired Settlement: Lower the rates they charge people who is in dire need of communicating to theiir loved ones. Recruit another telephone service provider that could offer a better service and better oppurtunities for these poor and underprivileged consumers.

Business

Response:

we have sent 2 e-mails to this customer provider her a copy of the rates. we have requested in both e-mails for the customer to calls us back so we could explain the rates to her. as of today the custumer has not responded to our e-mail request. we are unable to resolve this issue until we hear back from the customer

Review: I received an emergency collect call on my mobile phone on Sunday, October 27th. GTL links collect calls to mobile phones through an automated "prepayment" option. I paid $25.00 through their payment system, and was then told by the system that they were connecting my call. It didn't connect. I received another attempted collect call thereafter, and the automated GTL system told me that I needed to add "additional funds" to "my account" though I hadn't ever connected. I called their 800#, and the customer service person told me that it would take 24-48 hours for their system to update "my account", which was NEVER stated on the automated call and obviously was unclear when they claimed that they were connecting my call. My payment was accepted and processed through my bank. I asked for a refund, which the customer service person claimed they were not able to do. I asked to speak with a supervisor, who said that they could process a refund, but not for 30 days. I asked to speak with a manager, and she said that managers only receive correspondence via e-mail, fax or mail at a PO Box. This is a shameful and deceptive business practice that preys upon people in emergency situations.Desired Settlement: Immediate refund of my payment and any other associated costs that they've yet to charge me with.

Business

Response:

November 4, 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 paid $25.00 to set up an account with GTL. The payment was processed though her bank; however the account was never established.

We investigated this complaint and we determined that **. [redacted] did pay $25.00 to set up an account, but for some reason when she completed the transaction the inmate was no longer on the line.

We contacted **. [redacted] and informed her that the $25.00 payment has been credited back to her credit card and to please allow 3 to 5 business days for the credit to appear.

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

Sincerely yours,

Review: I was on the phone with my incarcerated brother, and this SCAM company, Global Tel Link which has a monopoly on prison phone time, terminated the call, alleging "Third Party Call Detection" which is *%&^*~!*. The only thing we were doing was sitting there listening to some music that I wanted him to try to download when he got some money on his music account. This has happened at least 30 times in the last four years that we have been FORCED to use Global Tel Link's service. It results in having to place an additional call, which costs several dollars. It is a blatant attempt to steal money from people who have loved ones in prison.

The worst part about this is, the few times that I have actually called Global Tel Link to complain and try to get our money back, they have BLOCKED all of his numbers so he cannot call out! Each time they have done this, it has taken 1-2 weeks to get things straightened back out so we can talk to him! These people should be in PRISON, not operating a multi-million dollar company with EXCLUSIVE contracts with the Department of Corrections.Desired Settlement: Blow their own *!~%&* heads off and make the world a better place.

Barring that, they need to stop stealing from families who are already having a hard enough time financially.

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 the collect calls that he receives from his brother who is incarcerated in a correctional facility that GTL is the service provider for have been disconnecting due to a 3-way call detect. [redacted] states that he did not attempt a 3 way call; he was just letting his brother listen to some music.We have attempted to contact [redacted] several times by telephone and e-mails however he has responded to any of our messages. [redacted] needs to be aware that the telephone equipment in correctional facilities is much more sensitive than home telephone equipment. It is not recommended to play music as this will cause a 3-way call detect and the call will terminate.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely Yours,Kathi TAgency Complaints

Review: I used the company's prepaid phone service as required for communication in the prison system.They would not refund the unused portion on the account.

On 9/18/2013 I tried to purchase minutes for my daughter in law who is in the [redacted] jail and was told I couldn't because there were two people already on the account.I do not have an account number for either account, they only use names. The names for the accounts are, daughter in law-[redacted]. I also have a balance of 5.05 dollars on another account for [redacted] and in order to transfer it, and again I was told I couldn't because there were two people were on the account so I asked for a refund and was told I had to pay a 5.00 dollar fee to get it. It's my money why should I have to pay to get it back.As far as I am concerned it's outright theft on their part, also their rates are a ripoff a 6.00 + dollar fee and then $.95 for 1st minute and $.06 for each minute after that.Desired Settlement: I am seeking the refund of $5.05 and to also be able to load money on to the account of my daughter in law [redacted].

Business

Response:

October 1, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because he is requesting a refund in the amount of $5.05.

We investigated this complaint and contacted **. [redacted] and explained to him that there is a zero balance on his account. **. [redacted] advised us that his son [redacted] was released on September 16th. After obtaining this information we told **. [redacted] that we would review the recording of the calls that were accepted after his son’s release to determine the name of the inmate that placed the calls and who accepted the calls.

After monitoring inmate calls from September 18th through 20th we determined that a female from The [redacted] County correctional facility called on September 18th@12:01PM, **. [redacted]’s son accepted the inmates call, September 19th@ 10:36AM his wife accepted, September 19th@ 11:03AM son accepted and September 20th@10:32 **. [redacted] accepted inmate call and advised the inmate that [redacted] had the Bail money and was on his way to get her out

After being advised the acceptance of the female calls **. [redacted] advised she was his daughter in law and why was she allowed to use his sons account. Advised **. [redacted] GTL has no control over inmate’s telephone allow list. In addition we explained to **. [redacted] that if his telephone number appeared on female allow list she could call his home.

There is no refund due at this time

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

Sincerely yours,

Review: Since 02/10/2014 I have made 3 requests for a full refund from this company. I have not yet received my refund, but did just today receive a threatening letter of no refund.

Product_Or_Service: Prepaid Inmate Phone ServiceDesired Settlement: DesiredSettlementID: Refund

On 02/10/14 and again on 05/19/14 I requested the above account be closed, and the balance of $20.25 be refunded to me. As of today, I have not yet received my refund. I would like my refund mailed to me immediately.

Business

Response:

November 12, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on February 10th 2014 she contacted GTL and requested that her account be closed and a refund of the remaining balance on the account. [redacted] has never received her refund.We investigated this complaint and contacted [redacted] via telephone on November 11th and apologized for the delay in processing her refund. A refund check in the amount of $25.00 will be issued and mailed on November 17th. [redacted] was advised to please allow 7 to 15 businesses to receive the check.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 was bought from value options and I had an account balance of 25.00 in my pre paid phone account. They said I had to request in writing for them to mail me a check and that I would only be getting 17.00 back even though the account was never used.Desired Settlement: I would like a total refund of the 25.00 that I paid for but never used

Business

Response:

May 23, 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 account and never used the account. **. [redacted] is requesting that the 25.00 be refunded.We investigated this complaint and contacted **. [redacted] via e-mail and informed her that a refund check has been processed in the amount of 25.00 and the check will be mailed to the addresslisted on the complaint.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,

Review: We have to contract with [redacted], a phone company that connects incarcerated people with their family and friends, in order to receive collect phone calls from our son. We pre-pay for these calls. [redacted] changed its name and website to Offender Connect and requiring us to create a new account. We've had trouble with this online account, but when we email, we are encouraged to use their toll free number (###-###-####). When we do so, following the instructions in their email to speak with a live representative, we get the same recording: "The party you have called is not authorized to receive collect calls." Then the line goes dead.Desired Settlement: We need our user name and password.

Business

Response:

April 25, 2014Dear [redacted],This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he has an account with [redacted] to receive calls from his son who is an inmate in a correctional facility that [redacted] is the service provider for. He has been having trouble accessing his account on OffenderConnect. **. [redacted] has forgotten his log-in/ password and the number he called would not let him speak to a live operator.We have attempted several times to contact **. [redacted] however he has not returned our calls. I am attaching a screenshot of the OffenderConnect log-in page. As you can see there is an option to choose if you have forgotten your user name or Password. By doing this the username and/or password will be sent to the e-mail address **. [redacted] has set up in his OffenderConnect account.GTL anticipates that this will close this, complaint and should you have any additional questions please feel free to call.Sincerely,

Review: I currently have a friend being held in a New Jersey jail. I have established a telephone account through GTL, so we can keep in touch. I am not always able to maintain a balance on this account. GTL has an automated call policy, to remind subscribers when their account is at a zero balance. The calls come very early in the morning (7:18am PST on a Saturday, the 3rd early morning call this week, since the inmate's last attempt to call). I have been told by customer service reps that the company does NOT do this...but email communication with higher ups confir** this is their current practice. This service is also useless as with a Canadian billing address I CANNOT add funds through the automated service. I consider this harassment. Considering the circu**tances, I am sure I am not the only "customer" who is being woken early, having family members disturbed. Please consider the emotional aspect of these calls as well...anyone receiving calls from a loved one in jail...is well aware when there are no funds on their account as this is announced when the inmate attempts to call. This company is shameless...not to mention outrageously high rates and service fees.Desired Settlement: Someone needs to set these folks straight as to customer service policies.

Business

Response:

March 18, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she has been receiving automated calls from GTL extremely early in the morning advising her that her account balance is low and the account needs to be funded if she would like to continue to receive calls from an inmate. [redacted] would like these calls to stop.We investigated this complaint and contacted **. [redacted] and apologized to her for the timing she is receiving the automated recording advising her of the low balance on her GTL account. The recording is set up to only call the account number between 9 am to 9 pm in the time zone that is associated with the account number. So if [redacted] lives in a different time zone than the account, the automated calls will not fall into the 9 am to 9 pm timeframe. [redacted] has the option to receive the low balance reminder by e-mail rather than the automated telephone message by going to www.OffenderConnect.com.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]

Review: [redacted]

I am rejecting this response because: Not a single person I spoke with at GTL informed me I could use the offender connect website to stop the early morning calls. In fact...when I first complained I was actually informed that the company could NOT be calling me with an automated system, as they do not do that...this is false information leading me to believe the employees are either poorly informed...or lying. They have been continually dismissive and lack any sort of ethics as is obvious in my correspondence with them. I could happily forward all the emails I have sent and received, including the list of charges over $1000 for the calls I have NO choice but to receive through their service. The American Civil Liberties Union took this company to court for their ridiculous rates(I am paying almost $20 for a 15 minute phone call) but as I am in Canada, they have not changed the international rates. I am receiving the calls from NJ (EST zone) but live in BC (PST zone). Whomever set up the system and cannot reprogram it, did not even consider time zones when developing the system of automated reminder calls and I think everyone can agree, that in itself is absurd. For a company that brags shamelessly on their own website about the profits they can make for prisons...the way they treat the customers whom are forced to use their services is disgusting.

Regards,

Business

Response:

April 7, 2014Dear [redacted]This letter is in response to the rejection response we received from **. [redacted].The automated calling feature is a new feature that was meant to be a helpful reminder that a customer’s account balance is getting low. **. [redacted] stated in her original complaint that she was told by one of GTL’s customer service representatives that GTL did not offer this type of service. Unfortunately the CSR that spoke to **. [redacted] provided her with incorrect information. As I stated earlier that this feature is fairly new; however there is no excuse for our CSR’s not to be aware of this new feature. A copy of this complaint has been sent to the customer support center manager.We have been in contact with **. [redacted] and informed her that she has the option of receiving the low balance notifications via e-mail rather than getting the automated voice message. In order to make this change she will either need to log onto her OffenderConnect account or contact our Customer Service department at ###-###-####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]

Review: [redacted]

I am rejecting this response because:if the complaints manager were to speak with the person whom was attempting to assist me in retreival

perhaps this situation could be clarified...unfortunately there seems to be a serious communication issue involving the facts of the matter...as I have set up a functioning account with a new phone number, email, username and password...my rejection of the business response does NOT require further action and I reject it only to assert that the info provided by gtl is incorrect.

Regards,

Review: On August 25, 2013, Global Tel Link, an inmate telephone service, charged my credit card $25.00 dollars. I do not know anyone in custody and did not authorize this. When I called and requested that the funds be credited back to my account, I was told by a representative named "[redacted]" that I would face criminal charges if it was not an authorized charge, my credit card would be blocked by my financial institution, but if I requested a refund they would charge me $5.00 and return $20.00 in 30 days. I advised him this was extortion, I did not authorize it, I received no benefit or service from his company and I want the money $25.00 credited to my account! He then replied would put in the request. I notified my bank and canceled my credit card. As of this date my funds have not been credited to my account. On September 2, 2013, I contacted GTL and inquired about my account being credited. I spoke with "[redacted]" who advised me that it HAD not been done, nor was there any information that I called and requested my money to be returned. He then advised me he would put in the request. In doing so, he asked for my address which is information their company never had. He also told me that if I did not give him my address he could not credit my account.Desired Settlement: I want the funds returned to my account immediately!!! It did not take them 30 days to charge my account and it should not take 30 days to put it back!!

Business

Response:

September 5, 2013

Dear **. Horne

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

The customer contacted the Revdex.com because on August 25th GTL charged her credit card $25.00 so she could speak to an inmate. **. [redacted] does not know anyone in jail and is requesting that the $25.00 be credited back to her credit card.

We investigated this complaint and determined that **. [redacted] made a credit card payment when an inmate called her on phone number ###-###-####. A refund has been processed in the amount of $25.00 back to **. [redacted]’s new credit card. We advised **. [redacted] to allow 3 to 5 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.

Review: I wanted to put money on an account to be able to speak with an inmate in a correctional facility. The website for GTL was so vague and has so many different "sister" companies that fall under it that my $25 was debited to the incorrect company despite my entering of the facility name and inmate name. I noticed in the morning that my account had been debited twice, back to back, as well. Both charges within a minute of each other. Obviously they had duplicated the debit charges. When I called the company using the 800# showing on my bank transaction, they told me that their company did not debit my account, but it was another company [redacted] that had charged my account. I told them the transaction detail on my bank statement said GTL and had their number and they insisted that hadn't and that it was DSI's fault. They told me they would contact [redacted] and get it resolved. I sent three e-mails trying to get some answers and finally had a customer service rep named Brock call me back. He said he would get the charges switched over to GTL and have one of the charges voided. He said he would call me back. I never heard back. Now I am stuck with $50 worth of unauthorized charges to a still-unknown company (yet whom my bank says is GTL) and I have no inmate account. GTL has fraudulently billed my account and is now using smoke and mirrors to hide this fraud.Desired Settlement: Void the pending $50 charges asap or refund my $50 as soon as possible.

Business

Response:

July 31, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he made a $25.00 payment via GTL's website to talk to someone in a correctional facility and the payment was debited to the incorrect company. In addition his account was debited twice.We investigated this complaint and have left voice messages 4 times requesting that [redacted] return our call, as of today we have yet to hear from him. We can see the 2 payments that [redacted] is referring to however, the funds have been used for the calls he has accepted from the inmate. He has made an additional $25.00 payment on 07/17/14. There has been no activity on the account since the date the last payment was made. We have been trying to contact [redacted] to see if he would like the last payment that he made refunded.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Kathi T[redacted] Agency Complaints

Review: Global Tel Link takes terrible advantage of people. My main complaint stems from checking the balance yesterday through the automated phone system and it said $13.98. There were no pending charges, it'd been about a week since the last time we tried to make a phone call. Tonight my boyfriend called me, and when it connected us, it said we had a balance of $7.10. Where did that $6.88 difference go? Also, then it disconnected us after 6 minutes (I read online that it only gives you a refund if you were disconnected in fewer than 5 minutes) so then we had to reconnect and only got another couple minutes before our paid time ran out. All around dissatisfied with their services, their expense, and the way they take advantage of people that are in hard times. My boyfriend is in jail for 3 weeks for traffic offenses and he would never hurt anyone, and it's not fair that we have to be treated this way.Desired Settlement: I think they owe everyone a better explanation of charges - they would not give one to me upfront and clearly it's because they charge whatever the heck they feel like. I don't truly need them to contact me with an explanation of these specific charges, but I want the world to know how shady they are, maybe something will be done someday...

Business

Response:

We have attempted to contack [redacted] via e-mail and by phone. in order for us to investigate this complaint, we need additional information from [redacted]. Please advise how you would like us to proceed.

Review: March 2013 place money on a prepaid inmate acct for my boyfriend who was incarcerated in [redacted] ohio Justice center. He was released March 25, 2013 March 26,2013 I called Global Tel Link customer service [redacted] to have remaining balance of $45.00 refunded and was told that a order was put in and my credit card would be refunded in 30 days, Agian I called back in April 16,2013 and was told the 1st order in March was never completed so the customer service rep reenter another order for my refund of $45.00 and said I would receive it in 5 business days again I still have not receive it so I called back again May 16 and was told that again that I would receive my refund in 30 days. Called again was told I had to wait the full 30 days from May 16,2013. Called on June 19,2013 and was told by CPS( [redacted] agent # [redacted] that the acct was not in my name so she can not speck to me. I still have not received my refund of $45.00Desired Settlement: Refund

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: on january 21,2013 I was told it will take 30 days to receive my refund back on my card. when I called on february 25,2013 I was told it was 30 business days. then when I called today which is february 4,2013 I was told it has not processed yet and I told them they told me 30 days and they said they dont know when it will be refunded so I am tired of been lied to and getting the run around. I have given them plenty of chances to make it right and they still giving me different answers everytime I call and talk to anyone. I just want my refund back on my card like they said it will be.Desired Settlement: 25.00 refunded back on card

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: Since loading 100.00$ on out prepaid phone account this company has dropped 6 calls at 3.40$ each! I know that it is this company that drops the calls because my phone has not dropped calls with any other calls. The refuse to credit the account though they can see these calls were NOT completed calls! When I called to complain I sat on hold for 8 mins and 47 seconds before disconnecting the call. The customer service asked for my phone number but then never said another word. I finally hung up. I want credited for the incompleted calls. I also want them to fix the problems. They have over 500 complaints on Revdex.com. Our family members don't always get to use the phone. Every dropped call is important to us.Desired Settlement: I want refunded for the 6 dropped calls since last deposit of 100.00$ on phone number [redacted] Prison

Business

Response:

In order for us to investigate this complaint we need additional information from the customer. we have left 2 voice messages requesting that the customer return our call. as of today we have not had a call back. As soon as we get the required information to resolve this complaint I will send you the resolution.

Review: I have setup a prepaid account with global tel link so I will be able to accept calls from a jail. I placed money on my account $50.00 & the company took the money. I don't have an explanation why. The company refuse to accredit my account or let my speak with a supervisor.Desired Settlement: The company should refund my money & apologize for the inconvenience

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 28 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 circumstances.

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

Sincerely yours,