Global Tel* Link Corporation

Review: I want my account credited $25.00, I deposited $25.00 per the instructions and my son tried calling me multiple times and it did not work.

I made a deposit to my account [redacted] per the automated instructions. My son tried multiple times to call me and it did not go through. I do not need the service and it didn't work anyway.Desired Settlement: credit my [redacted] bank account, if not I will submit fraud claim against this business

Business

Response:

November 20, 2013

Dear **. [redacted]

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

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

We investigated this complaint and contacted [redacted] and assured him that his refund has been processed and to please allow 30 days to receive the refund.

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

Sincerely yours,

Review: A few months ago, I started receiving a large number of calls from [redacted]. I researched the number and it belongs to Global Tel. I was able to contact them and ask them to remove this number from their system as it belongs to the [redacted] County Sheriff's Office in [redacted], Ga. I was told the number was removed. I continued to receive calls, so I filed a complaint with the Revdex.com. After that, the calls stopped. Today, the Calls started again.Desired Settlement: I would like for this company to permanently remove this number from their call lists and place a block on it to prevent it from being used again.

Business

Response:

October 30, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because a few months ago he began receiving calls from an inmate who is in a correctional facility that GTL is the service provider for. He would like the calls to stop.

We contacted **. [redacted] and informed him that we have placed a block on account number [redacted]. This will block all inmate call attempts from all correctional facilities that GTL is the service provider for.

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

Sincerely yours,

Review: I placed $25 on an account I set up to communicate with my son and when he called ONE time, I was told I have a balance of $20 and some change. I assumed that the call was averaging about $4 and some cents for each call. They said the call was 15 minutes and it seemed only about 10 minutes. When he tried to call back, I couldn't accept the call because now I had NO MONEY on my account. If I am told that I have a BALANCE...then I expect to have that money available the next time. Misleading and the website does NOT specify you will be charged according to distance nor how much it will be per minute. When I called to speak to someone, a foreigner tried to explain that for MY phone and the distance I was charged $4.98 for the first minute and $.89 per minute after that which I told him that still did not add up. If my call was 15 minutes and I am charged $4.98 first minute, that leaves 14 minutes of billing and that (14 x .89 = $12.46) I still should have had $7.56 on my account. He told me it came to $15.98. Clearly he could not multiply nor add or subtract. This is a rip OFF....$25 for a 15 minute call and my distance is only under 3 hours away from my son. I contacted them a second time and asked to speak to a supervisor and got a man named [redacted] ID # given was [[redacted]] in Alabama who gave me a different scenario and none of which adds up to the services that I purchased. The website does not state that you will be charged a fee (which [redacted] said is where my extra money went, but still not total of the amount) and his total for 14 minutes at .89 per minute was not the total that is expected. Too many people complaining and no one can give me a correct account for why I was charge ultimately, $25 per call to reach an inmate in [redacted] County Detention Facility from [redacted], GA. This is an scam to nickle and dime the families they know want to stay in touch with their loved ones. I will be referring different measures to the correctional facility to really help the inmates and families to STAY CONNECTED!--MORE PEOPLE COMPLAIN AND LET'S TURN THIS AROUND. NOT FAIR!!!!!!!!Desired Settlement: I expect my money to be returned and receive in writing from legal documentation what a consumer is charged per distance, fees and minutes for locations in the United States with the participating facilities. Not something they typed up, needs to appear on the website that promotes this service. Otherwise, I will seek legal action. Too many inconsistencies from various people that they charge what they want to and steal money without consequence.

Business

Response:

October 28, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because when she set up an account she was never informed of the fees that she would be charged as well as what the rate would be for a 15 minute phone call.

We investigate this complaint and contacted **. [redacted] and explained to her that before she accepts the inmates call, there is an option she can press that will tell her the rate that she will be charged for a 15 minute call. **. [redacted] needs to choose this option before accepting the inmates call. Since **. [redacted] lives in Georgia and the inmate is in [redacted] Alabama, the rate she is charged is an Interstate rate. The fee that she was charged is the credit card payment processing fee. This fee can be avoided should **. [redacted] choose to pay by check. There are no fees attached to this type of payment method.

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

Sincerely yours,

Review: First off I'm moving and it's been horrible because I've had very little to no help at all. I have boxes still packed. Getting to my issue. I paid for a service that was offered me ( I didn't seek it out on my own) A call came to my phone and it said it was from jail and it was my son. naturally Im going to take the call. But I had to first sign up with this company to do so. I did so. I used my Debit card. I have had my bank card "hotcarded" do to fraud on it and I cut up that card. I had purchased 50.00 phone time on that card that was later destroyed. The service I was getting was so my son could call me from jail to my cell phone which at the time was ([redacted]. I got one call in and nothing since. I was told by an employee of this company that they needed the last 6 of the card number. Well, the bank only shows the current cards on my account and only the last four. old cards don't show card numbers. If he wanted the last four that would be easier, but he insisted on 6. So there's problem number one. Then I called again and they want my phone bill to show I am owner of the phone the accounts set up on (moved an my office isn't set it) This is odd. WHY DO I HAVE TO SHOW THEM MY PHONE BILL? Im starting to put two and two together and think this company's selling credit card numbers to criminals because every time I have to set up account to talk to someone in jail which is about every two years for the last 7, I'm frauded on my bankcard soon after doing business with this company. and the bankcard used was a [redacted] from [redacted] bank. This was in the month of Sept 2014 and again in October 2014 it's happened again because the 25.00 dollars I put towards my phone, I no longer own that phone. I have a new number. This is number 2 problem. I have two people now that i'm needing to communicate with through this system. If it helps any in settling this and locating the records I'll give you as much info as I can. One person is calling from [redacted] county jail and the other from ** county jail [redacted] CA. [redacted] _______ (see profile) is my name. [redacted], [redacted] bank card numbers last four # [redacted] both exp [redacted] and there's my husband [redacted] _____ (same last name as mine) card ends in [redacted] same bank. And I maybe used a chase card in my name last four [redacted] 10/16 exp. Phone used was ([redacted])_ _ _-[redacted] which is in my name. This company has done this several times to me over the years. They just seem like a huge scam. my home number ([redacted])_ _ _-[redacted] I think they owe me time there too. This company preys on people in a time of crisis. They make unreasonable demands when you call them about not providing their service to you.Desired Settlement: credit to my new phone ( see my profile for current cell phone number)

Business

Response:

We have left several voice messages and sent e-mails to this customer requesting additional information. As of today she has not returned our calls or responded to our e-mails. In order for us to investigate this complaint we need to speak with the consumer. When/if [redacted] contacts us we will be more than happy to continue our investigation.

Review: Unfortunately I get a call from my husband at county jail I answer the call with automated service telling who was calling & if I wanted to talk it was $25 to start with credit card now since I didn't know I was getting a call I didn't have my card ready lol so automated system switched me to 800 I followed the prompts to pay with my card for $25 now once I was done it hung up. So when my husband called back I answered & it stated I had $18 I thought that a mistake so after I got off phone I called 800 again to find out why it said $18 after being on hold for 13 mins the rep asked for my info I have it to her & she says your balance is $9 I said how is that I just put money on she went on to say it's a $6.95 service fee so I stated where did it say that because no where did I hear that when automated system took my money she stated that oh no you don't hear it on automated system you have to call customer service & we will tell you. So I stated that's a joke right because people should know what they are being charged for I told her that was illegal to withheld that information from customers calling the automated system. I guess she didn't want to here that & she hung up on me. So I called back again this time I was on hold 7 mins the guy asked for my info & again stated that yes they know that the automated system does not tell you about the hiding fee & told me next time include fee with $25 I told him if you mentioned it on the automated service giving customers the option that fine but you don't I asked him to refund the fee as a courtesy because they knew it was not told he stated he could not. So I said thanks & hung up I went online & researched this company & saw I'm not the only one this company has done this too they are not telling people about these hiding fees on the phone it does not make sense that you have to call customer service to find out about hiding fees when the people calling you are using automated system. It's just not rightDesired Settlement: I would like a refund of my 6.95 plus I would like them to correct there service to include on the automated system that people are being charged $6.95 service fee when they used that service so people are not shocked it's common courtesy to tell people what they are paying for or being charged

Business

Response:

October 21, 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 AdvancePay account to be able to talk to her husband who was incarcerated in a correctional facility that GTL is the service provider for. [redacted] was not informed of the $6.95 credit card convenience fee when she set up the account. [redacted] is requesting a refund of the $6.95 fee.We attempted to contact [redacted] via telephone however, the number that was provided in her complaint has been disconnected. A letter was sent via US mail stating that when a customer sets up an account using our automated system the recording states" applicable fees will be charged when paying by a credit card". The recording does not give the exact amount as the fee varies by facility. [redacted] can avoid the credit card processing fee by making payments on her account with either a check or money order. There are no fees attached to these 2 payment options. 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,Kathi TAgency Complaints

Review: This company provides the service of adding money to inmate accounts and adding money to phone accounts so that inmates can call those phones. I put $50.00 on my phone account on July 18, 2013 so that my boyfriend could call me. A service fee of $4.25 is taken out right away, and my boyfriend made 4 calls, totalling $6.86. On July 24, 2013, the Offender Connect system tried to refund me the remaining $38.89 that was left on the account. I called the company on July 24, 2013 and was told that they would put the money back onto my account. After several more calls and being told several times that the money would go back on my account, I was finally told on August 5, 2013, that the money couldn't be put back on the account, because the refund check had already been processed. I was told it could take up to 30 days to receive my refund check. I have not received the check, so I called today, August 24, 2013 and was told that because I spoke with a supervisor on August 5, 2013, that they had 30 days from THAT date to get me the check. If the refund was processed by the system on July 24, why would me calling on August 5 have anything to do with when I receive the check??? I'm honestly starting to think that I will never get my money back. I don't know if you can even do anything about this, but maybe I can help someone else avoid problems like this by reporting them. All I want is to have my money back ASAP.Desired Settlement: I just want my $38.89 back.

Business

Response:

August 28, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because on July 24th 2013 she closed her GTL account and requested that the remaining balance be refunded. **. [redacted] has not received the refund.

We contacted **. [redacted] on August 27th and advised her that a refund check in the amount of $38.89 has been processed and expedited to her by express mail.

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

Sincerely yours,

Review: My Husband is incarcerated and I set up a phone account at first it was with [redacted] then it switched over to GTL They charge a service fee every time you add money to the phone account they tell you this but not how much you have the option to make a payment of $25.00 or $50.00 either way you do not get your full amount that you put on the account. Each phone call is 15 minutes and sometimes the service does not work right .The automatic system does not connect your right and you don't get 15 minutes because connection is bad you may be on there for 1 minute after you except the call and you can not hear your family member on the other line then the call is dropped and they charge you for it anyway and won't refund your money. This is been happening off and on since Nov 20 2012 till present date. When I finally complained about it today July 5, 2013 then just now told me they do not guarantee calls made to cell phones they did not tell me upfront when I started the service last year and they failed to inform me that you can send a check or money order in and avoid the service fee cost. They failed to refund my money back on lost connections and bad service they failed to disclose that you can put a higher amount than 50 dollars and you can avoid the service fee by sending a check in to [redacted]. My husband only has a month before he is released but I work hard for my money and since he has been in there this company has made over $3,000 DOLLARS OFF OF ME for bad serviceDesired Settlement: I want to be refunded the service fees they charged me by not disclosing up front that I could send a check into their [redacted] office and avoid the service fees . I would have sent checks in to avoid that cost if I would have known from the get go. I also want to be refunded for calls that had bad connections and were dropped and I did not get the full 15 minutes. I have a job serving the public and I myself have to make sure that my customers get what they order in the restaurant and I have to disclose every specials and discounts we have and give them the possible service I can. This company is ripping family members off with not informing them about sending checks in to avoid service fees and being charge anyways for dropped calls and bad connection. They are profiting from hard working family members and its unjust.

Business

Response:

Attached is the resolution letter to this complaint

Review: I disagree with the fact that terms and conditions are not disclosed when making a sale over the automated phone system. I had a call dropped and I was not made aware that it was not refundable at the time of purchase; not until I spoke with customer service. I was also not made aware that I could not transfer funds between lines until I called customer service. These details should have been fully disclosed when I refilled the account. I was instead told by the CSR to look on the website. The company's name and customer service number say Global Tel Link, the website that I was directed to is [redacted].Desired Settlement: refund of 16 second call connect fee,

I want the terms and conditions read to customers at the time of the call/sale

Consumer

Response:

[redacted]. I want my information to be private. I had another call hang up yesterday. I was charged a connct fee then disconnected. Today more call issues with receiving calls.

Consumer

Response:

change my address to [redacted] and my email address to [redacted] and you can publicize those

Business

Response:

Attached is the resolution letter to this complaint.

Review: Using the phone coverage is allotted 30 minutes per call, however the company is disconnecting withing 10 to minutes and charging ofr a 30 minute coverage. I have spent 75.00 on prepraid account that I have not gotten the proper telphone convvrage for. Thery refuse to issue a credit for the continuous drop calls that is not added to $2.50 per calls through the Global Tell Link.Desired Settlement: I am requesting for services that were not rendedred for the time allotted.

Business

Response:

Attached is the resolution letter to this complaint.

Review: I was informed that I would not have to pay a service charge if I received the last phone call from a correctional institution which is the California Men's Colony if that was the last call received, I also get call from the [redacted] County Jail which there is a charge if I receive that call last. I personally waited 24 hrs and made sure that the Men's Colony was the last call and Global Tel Link would not abide by their agreement, they came with a new statement say well it does not matter because you get a lot of call from [redacted] County Jail.Desired Settlement: I would like for Global Tel Link to Honor the policy they had told me and put back the $8.75 they took from me twice. Total 17.50

Business

Response:

May 6, 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 is not abiding by their agreement and is charging her the $8.75 credit card processing fee when deposits are made to accept calls from an inmate in the [redacted] Correctional Facility. [redacted] is requesting a refund in the amount of $17.50We investigated this complaint and contacted [redacted] via telephone on May and explained to her that prior to making her last payment that last call she received was from a [redacted] County correctional facility; therefore [redacted] was charged the $8.75 credit card processing fee. In addition we explained to [redacted] that she could avoid paying the fee if she were to pay on her account by check or money order. There are no fees attached to these payment options. [redacted] informed us that the inmate calling from the [redacted] County facility will no longer be calling her, therefore the issue should be resolved.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

Review: I purchased $worth of pre-paid calling on 11/12/from GTL and the representative processed the payment twice, supposedly in errorThe representative told me that she created and sent a memo to the corporate office to get my money refunded immediately while I was still on the phoneI waited a month with no refund and I called [redacted] on 12/16/at ###-###-#### to find out where my credit was and he told me that he saw the issue in the computer and that he would send a priority message to the corporate office to get my money refundedThis company should not have batched the unauthorized charge on the same day that it was doneIt has been over a month now and I believe this is a scamming techniqueThe account number they are using is my phone number ###-###-####I don't believe they have any intentions of crediting my $back into my accountWill you please see what you can do about this?
Thank You- [redacted]Desired Settlement: $back into my account
Business
Response:
December 23,
Dear **[redacted]
This letter serves as a formal response to the complaint listed above
The customer contacted the Revdex.com because he paid $to set up an account with GTL and his account was debited twiceHe is requesting that the duplicate $payment be credited back to his credit card
We investigated this complaint and contacted **[redacted] on 12/23/via telephoneWe advised **[redacted] that the refund in the amount of $has been processed back to his credit card ending in [redacted]The credit should appear back on **[redacted]’s credit card within to business days
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call
Sincerely yours
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to meGTL fully resolved this complaint by crediting my account todayOnce again, your organization has helped protect me and/or someone in my family from unfair/unethical business practices in a very timely mannerThis is one government agency that I don't mind paying taxes forMerry Christmas!
Regards,

I have a loved one incarcerated and the calls keep getting dropped. They are already expensive enough for only a 15 min phone call but it charges me everytime even when the call is dropped and I've only been on the phone a few seconds. I've called and spoken with someone but all they can tell me is that it was my fault the call was disconnected and I won't be refunded the cost of the call. I find it odd that it was my fault the call was disconnected but they could not tell me how it was my fault. I have a call recorder on my phone and if my phone dropped the call the call would just end but instead all you can hear is me saying hello. This is a ripoff because they are the only way you can talk to your incarcerated loved one and they know this.

Review: Global Tel Link or GTL provides phone service for inmates. I began dealing with them in October 2012 after my fiance was transferred to a facility that uses this company for their collect calls. It wasn't even a week after my first call that I began having problems with the company.

Before I list the problems, I would like to make mention that the customer service number for GTL does not work. On their website and automated message system, the customer service number is ###-###-####. I first found this number was not working in July 2013. It has not worked since then. I have called the number from my cell phone, landline and work phone. I was able to get a number that transferred me to the customer service department for GTL this morning by the office here in [redacted] that handles Hawaii inmates that were sent to the mainland. It was my second time calling them to try to get a hold of GTL.

To begin, I receive calls from my fiance at least once a day-if not more. My calls used to be charged to me through my telephone company, [redacted]. After approximately 8 phone calls I was informed, via automated message by GTL, that I would need to create a pre paid account with GTL in order to continue receiving calls from my fiance. I had been put on GTL's "blocked list". I did nothing to violate any of the terms and conditions of usage and was not given an explanation as to why my number had suddenly been blocked. I believe GTL intentionally blocks numbers that receive a high volume of calls from an inmate so they can profit from it. [redacted] was charging me between $5-7 per 20 minute call. GTL charges me more than $9 per call.

In addition to having to set up an account with GTL, I experience problems with their service. Twice now, the second time being today, I have attempted to add funds to my account but am told my card is rejected. I had more than enough money on my card and should not have been rejected. Not only is the payment not going through, the funds on my account are being held so I am not able to access them until the transaction clears. I was able to contact GTL's customer service this morning, after getting a working number from an office not affiliated with GTL, and spoke with a rep regarding my problem. The customer service rep explained to me that I needed to contact my bank because GTL does not initiate the hold on funds. I called my bank and was informed by them that the merchant service department for GTL is the one who initiates the hold so they would have remove it. I called GTL back and spoke to a different rep who told me they do not have a merchant services department and if they do, he doesn't have a contact number for them. I now have to wait 2-5 business days in order to access the $250 that was rejected for payment but is still being held at the prompting of GTL.

In addition to not being able to make payments via the automated system, my fiance and I have recently begun experiencing problems with the connection of our calls. It started about a month and a half ago. My fiance and I were talking when suddenly he could no longer hear me though I could still hear him. That results in him calling me back. So what should have been a $9+ call turns into 2 calls at $18+. I'd say, on average, this happens twice a week. I feel it's another ploy for GTL to get more money out of us.

One day, I was trying to accept a call from my fiance. The automated system prompts you to press "0" to accept the call. When I pressed "0", nothing happened. I thought it was my cell phone (I forward my landline to my cell), so I transferred my calls back to my landline. It still did not work. I tried to contact GTL's customer service but, as I stated earlier, their number does not work. (I aquired a working number for GTL today-two months since the incident occurred.) My fiance tried calling his grandmother the same day and the same thing was happening to her. We were not able to talk to my fiance until the next day. He said that everyone else who was using the phone got through fine. I don't understand how this could have been an isolated incident when all calls go through the same automated system of GTL.

All problems stated above, with th exception of the last one, was reported to customer service representatives at GTL. I did not get any help or explanations for my problems. If anything, I got a lot of excuses and was even accused by one customer service rep that I was the problem. I don't believe this company is handling their business in the right manner. Please help me.Desired Settlement: I would like to be removed from the GTL "blocked list" so I may resume getting calls and charges through my telephone company.

In addition, I'd like to be reimbursed for the cost difference of charges from GTL versus my telephone company charges and for all the calls that my fiance and I had in which he could not hear me. I would also like some sort of reimbursement for my funds being held even though my payments did not go through.

Business

Response:

September 16, 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 is requesting a refund for calls that have disconnected prematurely and would prefer to have her account switched back to LEC billing.

We listened to the calls in question and determined that the calls did in fact disconnect prematurely. We have issued a credit in the amount of $11.25 to **. [redacted]’s account.

With regard to converting her account back to LEC billed. On October 14th 2012 **. [redacted]’s LEC account exceeded the velocity threshold limit of 7days/$75.00. When a customer exceeds the limit they are asked to establish a prepaid account if they would like to continue to receive calls from an inmate.

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

Consumer

Response:

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

From: [redacted] <[redacted]>

Date: Fri, Sep 27, 2013 at 7:28 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

Hello,

I have reviewed GTL's response to my Revdex.com complaint. They did credit my account the $11.25 stated. Since then, my account has needed to be credited on two separate occasions with a third (finger's crossed) on the way. In short, the connection problem still persists. The last it happened was on Saturday, 9/21/13. There were a total of 4 calls in which the connection went bad.

I also do not feel that their procedure of exceeding $75.00 in 7 days is legit. I recently got myself another phone line in which my fiance could try to call me to avoid being put under this "pre-paid account" procedure but on our first call it prompted me to set up a pre-paid account with them. We did not even have a phone call. Is there any way that someone can look in to this procedure and tell me if this is legal?!

My frustration still remains with this issue. I am happy that I have been credited for the few phone calls with connection problems but would like to know why the problem continues. I also would like to know the legitimacy of GTL forcing a customer into a "pre-paid account" after $75 in 7 days.

Sincerely,

Review: I used their ConnectNetwork website to add money to an inmate's account. Their site clearly states that the transactions were declined, but my credit card statement clearly shows that the charges were posted. (And they never put the money into the inmate's account.) When I provided this documentation, the company told me that although my credit card paid them, they would not return the funds to me.Desired Settlement: I would like the money refunded to my credit cards, including the transaction fees that this company charged me.

Business

Response:

We are still in the process of investigating this complaint. we have been in touch with the consumer via e-mail to get additional information so we can resolve this issue. As soon as we have a resolution I will send it to the Revdex.com.

Kathi

Review: On 8/27/2013 I deposit by c/card $25.00 to GTL(Inmate Phone Service).Recently without my knowledge the carrier for the service was changed.When going to the web site it automatically directed me inmate offender site, which gave a phone number to call in my credit card payment.Later I found out that the payment did not go to the inmate facility, so I call back to GTL in which the rep. said he would mail back the money minus $5.00 fee. I asked why the fee, he said company policy.I explained I was misinformed, and was not told it did go to the facilty, and was told the money went as a credit toward my phone number to the inmate.After finding out later they never received the money I called GTL and that is when I was told about a feeDesired Settlement: I would like my total $25.00 refunded to my credit card from my [redacted] phone number where the credit was applied

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 set up an account with GTL so she could talk to an inmate in the [redacted] Correctional facility. After she set up the account she realized that GTL is not the service provider for this facility. She is requesting that the $25.00 payment be credited back to her credit card.

We contacted **. [redacted] and she indicated to us that she has already contacted her financial institution and a stop payment request was made and the $25.00 has been deposited back to her credit card.

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

Sincerely yours,

Review: On June 17 I was charged twice for phone services for my incarcerated granddaughter at $25 each time but did not get the service.Total debit $50.

On June 17 my granddaughter tried to call my cell phone....Global Tel Link informed me I could set up an account from which she could call,the least amount being $25 I went through all the steps with my debit card...it said that didnt work, try again,so I did. They said that didnt work would I like to try another card. So I got out my discover card and tried again, they said that didnt work "goodbye" They cut me off. The next day I looked on my bank account and I had been charged 2 times $25 that is [redacted] bank [redacted] debit My granddaughter tried but it wasnt working. I was beat out of $50 She is in the [redacted] County JailDesired Settlement: Just want my money back.

Business

Response:

August 22, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because on 06/17/13 she was charged twice for a phone call she received from her granddaughter who is an inmate in a correctional facility that GTL is the service provider for.

We contacted **. [redacted] and asked her to fax us a copy of her bank statement. Once we reviewed the bank statement we called **. [redacted] back and explained to her that it appears that 1 $25.00 was applied to account # [redacted] and the other $25.00 was applied to account # [redacted]. We provided **. [redacted] copies of her payment and call records for both accounts. Based on the information we sent **. [redacted] the records reflect that she was not charged twice for the one call.

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 bill for a Direct Bill account that I did not open. When I called to inquired I was advised that I did open the account and I have to pay

I received a bill in the mail from Global Tel Link with an amount due of $48.69. I never opened an account so I called to inquire. I was asked to provide a passcode, which I didn't have because I didn't open the account. According to the representative the only information required to open an account and bill for it is a faxed in copy of the phone bill you want the calls to come from. Apparently my daughter (not an authorized user or joint account holder) was able to fax in a copy of my phone bill and open an account in my name. I will absolutely deal with her but the company insists that since they received a faxed copy of the phone bill they have every right to bill even though noe of the information was varied by proper means such as driver's license or social security number. When I finally spoke to someone who is supposed to handle escalated issues, [redacted] (operator [redacted]) she was extremely rude and advised that they would continue to bill me and if need be send the account to collections. When I advised her that the account wasn't even opened using proper verification of identity and that the fair credit reporting act would have a field day with submission to collections,she became ruder and barely wanted to provide the information as to where I could file a complaint/dispute.Desired Settlement: Account closure and account balance brought to zero. Additionally a change in there practices for opening accounts would help.

Business

Response:

June 23, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she received a bill in the amount of $48.69 from GTL for a Direct Bill account that she did not open.The only information we require to open an account are copies of a current utility bill and a telephone bill with matching BNA. Once we received the requested documents via fax an account was set up on [redacted]. We do not require personal information such as a drivers license or social security number to set up an account. [redacted] requested that we send her copies of the fax we received with the requested documents; unfortunately the faxed documents are discarded 90 days after we receive them. It is unfortunate that [redacted]s daughter, [redacted] established this account without [redacted]s knowledge; however the balance of $48.69 is still owed to GTL.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

Review: Global tel link has taken money off my account and sending my information to other company's the customer service representatives won't help you nor allow for me to speak with a supervisor. They are rude and have no compassion for others. They won't give me my money back.Desired Settlement: 50 dollars

Business

Response:

June 18, 2014Dear [redacted],This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that the remaining balance on her account be refunded.We investigated this complaint and contacted [redacted] on June 16th and informed her that the remaining balance of $39.51 has been credited back to her credit card. In addition we havewaived the $5.00 refund processing fee.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Review: I purchased pre-paid phone service from this company and had an unused balance of $6.32 that I wanted refunded. I received an e-mail from one of their representatives, Lindsay *. F[redacted], with a disclaimer that refunds MAY incur a $5.00 processing fee, but there are no further details concerning what circumstances the processing fee would be applicable. Furthermore, this is a company that already charges a processing fee when the service is enstated, and to turn around and charge an additional processing fee, without any information regarding when and why it's only applied in certain cases, and especially when the refund is only a $1.32 more than the processing fee.Desired Settlement: I would like a FULL refund of the $6.32 that remained on my account. I purchased over $75.00 in services from this merchant, including the processing fees charged each time minutes are purchased/used, and I do not think it's good business to "nickel and dime" a customer both at the beginning and end of the business relationship.

Business

Response:

November 20, 2014The customer contacted the Revdex.com because she requested a refund of the remaining balance on her account and was told that there would be a $5.00 refund processing fee. [redacted] is requesting that we refund the entire balance on her account.We contacted [redacted] via telephone and explained to her that we have waived the $5.00 refund processing fee and have issued a credit back to her credit card of the entire balance on her account in the amount of $6.22. [redacted] is aware that it could take up to 7 to 10 business days for the credit to appear on her credit card statement.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,Kathi TAgency Complaints

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I would like my complaint reopened and reevaluated. I have complained against Global Tel Link because of their fraudulent practices, failing to provide invoices or statements of charges and PRIMARILY for interfering with my acceptance of long distance calls. The Revdex.com said they closed the complaint because I did not respond. I have responded every time and I am still left with no help or recourse against these unethical people, this large company/corporation which can just push people like me around. I have provided documentation and can provide it again. I have provided information on numerous complaints by other parties. What more does the Revdex.com need or require? Truthfully, I am not expecting the Revdex.com to be of much help. I am just trying as hard as I can to get some kind of assistance or justice.Desired Settlement: I want my long distance service where I can accept a phone call from an inmate (a family member) which has been in place for 14 years until recently when Global Tel Link interrupted my service with NO AUTHORIZATION to do so. My long distance carrier is [redacted] and I have NO quarrel with them. However, Global Tel Link has placed a BLOCK on my home phone number effectively STOPPING me from being able to receive a long distance from MY RELATIVE an inmate and [redacted] has NOTHING to do with it. They have assured me that there is NO BLOCK on their end. It's on the Global Tel Link who is holding my phone calls and line of communication with MY RELATIVE as HOSTAGE. I have to GIVE IN to their demands or do without my phone calls. Those phone calls are a lifeline for my relative and me. I cannot understand HOW Global Tel Link can get away with this except they must be paying someone off somewhere, or its simply because they are large corporation and I am one individual (although there are MANY like me and we need a voice). WHY did Revdex.com close my complaint???? There has been NO RESOLUTION with the company and NO ASSISTANCE from the Revdex.com

Business

Response:

We have manually gone into our system and have increased the customers LEC limit. The customer was advised of this on Friday 10/10/14. Attached is the e-mail response from the customer.

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.]

Thank you SO much for your help. I just hope and pray this never happens to me again. I still worry about the other people out there who are going through similar things with GTL and that some of them may not know enough to avail themselves of help from the Revdex.com or the FCC. But I am just GRATEFUL that my loved one can once again call me on my own home telephone without outside interference. These big businesses do NOT realize the harm they are doing to real live human beings out here, and all for the sake of the almighty dollar! I couldn't read the e-mail attachment from the company, and just in case you all could not read it either, I am pasting it below. I still have a copy of the e-mail I sent the company. Regarding their LEC limits they are talking about, there is NO WAY my cousin and I have used the amounts they are claiming pushed us over the limit. I don't even know why or how they have any authority to set limits for us anyway. You call, you pay... why should "limits" be imposed? At any rate, as long as this does not happen to me again, and unless they don't start lying and saying we are over "their limits" -- 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 can promise you I will be keeping track of every single phone call. I have a calendar and will be writing down the phone calls, the time length of the phone calls, and the days they happened, so no one can say I exceeded any "limits." Again, Revdex.com, from the very bottom of my heart.... thank you SO much! Pasted below is the company's e-mail to me and my e-mail I reply I sent the company.

Regards,

[redacted] And [redacted]