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Global Tel* Link Corporation

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Reviews Global Tel* Link Corporation

Global Tel* Link Corporation Reviews (1404)

Review: I put #25.00 on a a phone account yestreday 10/31/13. The phone card was never used and today they say reund is $11. this is robbery!

The phone card was NEVER used and I want my $25. refund, $11.00 is not reasonable under the circu**tancesDesired Settlement: I want my full refund since no one ever used the card and I asked for a refund in less than 24 hours

Business

Response:

November 12, 2013

Dear [redacted]

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

The customer contacted the Revdex.com because on 10/31/13 she paid $25.00 to set up an account to accept calls from an inmate. The account was never used and **. [redacted] is requesting a refund.

We investigated this complaint and contacted **. [redacted] and informed her that we have waived the $5.00 refund processing fee and have issued a credit back to the credit card used to establish the account.

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. Hi, [redacted] re:[redacted] I am satisfied with the refund that Global Tel Link gave me on my complaint.

Review: I have had charges on my account that were fraudulent. When I called to get more information and request a copy of the services I was charged for I was refused. The first person I spoke with hung up on me.Desired Settlement: Refind my credit card and get a copy of the services that I paid for for my personal reasons.

Business

Response:

October 17, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because there were fraudulent charges on her Credit card from GTL.

We investigated this complaint and we were able to determine the GTL account that the funds were applied to using **. [redacted]'s credit card. We contacted **. [redacted] and asked her if she would like us to credit the funds back to her credit card. **. [redacted] informed us that her bank has already issued her a new card. Since **. [redacted]'s new credit card number is not in GTL's system we could not refund the money to her new card.

We then suggested that **. [redacted] contact her bank and ask them to process the refund on their end and send the charge back to GTL. Since we have not heard back from **. [redacted], we assume that this issue has been resolved.

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 I need to get more information from them so I can file a police report. I was informed with my local pd that I need to file in the city where the charges occurred, I explained this and they are refusing to give me info.

Regards,

Business

Response:

October 22, 2013

Dear **. [redacted]

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

This letter is in response to the rejection response we received from [redacted]. [redacted].

**. [redacted] was requesting GTL to provide her with the account number that her credit card was used on. GTL is not allowed to give out personal information without a Subpoena. **. [redacted] will have to file a police report and then the police can submit a request for a subpoena.

The fraud charges totaled $100.00, the other 2 attempts were declines and we never collected on them.

When we spoke with **. [redacted] she has agreed to accept the $100 reimbursement via a check since she has canceled the credit card that

the fraud charges were committed on.

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

Sincerely yours,

Consumer

Response:

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

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

Regards,

Review: I set up an account with offenderconnect to receive phone calls for a limited time. I added money to the account on 12/25 to continue to receive calls on 12/26, prior to the likely release date of 12/27. On 12/27, I received three phone calls from the same phone number that had been used to contact me previously when the inmate in question called me. On all three calls, I waited through a long period of silence, followed by an automated message that the person whom I had called was not answering. In reaction to this, I called the customer service line. I was told that the technical team would look into this and would have a resolution within 72 hours, which would be of no use to me. I requested a refund. It was processed, though the transaction fee of $6.95 paid for this service was not to be included. I spoke with a supervisor and got not further; he indicated that there was no problem with my account and that these phone calls never occurred. This is a fee paid in good faith for services rendered, which are defective.Desired Settlement: The refund for unused minutes is already being processed, I would like the company to refund the transaction fee of $6.95 as well that was paid for a service which they failed to provide.

Business

Response:

December 31, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because is requesting that GTL refund the $6.95 transaction fee since the inmates calls never connected. **. [redacted] feels he should not have to pay for a service that he could not use.

We investigated this complaint and contacted **. [redacted] and informed him that we have reversed his transaction fee and as a courtesy one payment in the amount of $30.00 back to his credit card.

**. [redacted] requested that we close his account.

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

Review: There are 2 letters written to VConnect about their communications issues. I did not receive a response to either of them.August 13, 2012TO:Value-Added Communications, Inc. Dept. 2430PO Box 122430 Dallas, TX 75312-2430FROM:[redacted]###-###-####[redacted]SUBJECT:Charged for 3-Way Calls (no fault) and Voice RecognitionI am writing this letter to ask for reimbursement of several 3-way calls that have been dropped and one call that was dropped for no reason. It was by no fault of mine or my husbands at [redacted] State Prison.The dates and amounts are the following:.7/03/2012, $5.27.7/03/2012, $3.26.7/03/2012, $3.52.7/04/2012, $3.26.8/10/2012, $3.79.8/10/2012, $3.26TOTAL = $22.36I have also included with this letter, the log printout of the discrepant calls for your convenience. I am asking that you please reimburse me for the $22.36 for the calls above. Please send the check to me at my address above.My husband, the inmate at [redacted] State Prison often has to say his name 5-10 times in order for the voice recognition to accept his voice. This issue is very frustrating and if you could please look into it, Id appreciate it.I have spent a lot of money with VConnect over the past 2 months, since my husband has been incarcerated. Are there any discounts that may be applied to my account for being an outstanding customer? This is costing me an awful lot of financial difficulty at such an unfortunate time for me and my family, and any help with the charges would be much appreciated.Thank you so much for your help in this matter.[redacted]Attached: Phone Log DiscrepanciesNovember 1, 2012TO:Value-Added Communications, Inc. Dept. 2430PO Box 122430 Dallas, TX 75312-2430FROM:[redacted]###-###-####[redacted]SUBJECT:1.No response received on memo dated Aug, 13, 2012:Charged for 3-Way Calls (no fault) and Voice Recognition2.Issue with calls Hanging UpI am writing this letter as a follow up to a letter I sent in on August 13, 2012 about issues I have been having with VConnect. I did not receive a response from VConnect to that letter.I am also writing this letter, because my husbands calls this morning around 11:00 am **T at [redacted] State Prison were being dropped we were hung up for no reason. I would like to be reimbursed at $3.51 per 2 calls for a total of $7.02 for these calls, as well as the previous letter for dropped calls/issues, which total $22.36.Thank you for your help in this matter. I have spent a considerable amount of money on VConnect service.[redacted]Desired Settlement: I don't think it is too much to ask that VConnect / Global Tel_Link reimburse me for $29.38, since they charge a fee of $7.95 each time you make a deposit into an inmate's account. I spent a fortune over the last 18 months to this company.

Business

Response:

December 9, 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 for calls that disconnected prematurely due to 3-way call detect. And fix the issue with the voice recognition since it is not recognizing her husband’s voice.

We investigated this complaint and unfortunately Value Added Communications does not issue credit for 3-way call detect. We explained to **. [redacted] in a voice message that when she accepts a call she needs to be clear and free of any distractions or noises including but not limited to coughing on the phone or accidently dropping the phone. With regards to the voice recognition, the inmate’s voice recognition has been reset. He can now record his voice

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

Sincerely

Review: I have an account through "Offenderconnect.com" so that my husband can call me collect from a correctional facility. There was a relatively recent change - it used to be [redacted] & it was not at all clear what changed - I am now told "just the website." I made a webpayment through my [redacted] bank account on 9/13 for $50 which was posted to my account correctly on 9/19. I subsequently made payments on 10/3 for $60 and on 10/9 for $50. Neither has been credited. Yesterday, I also went to the USPS and sent a money order for $200. I finally called DSI-ITI last night after having sent 2 prior e-mails to which I have received no response. I was told to call [redacted] which I did then was told to call Global Tel. On the offenderconnect website, it clearly notes the AL address for sending in money order payments. You can only find what is actually the correct mailing address when looking through "Contact Us" then [redacted] which is in TX. So, at this time, I have $110 from my bank account & $200 money order unaccounted for and not posted. I would like to see that this money get correctly posted to my [redacted] account.Desired Settlement: Apply the 3 payments I have made correctly to my [redacted] account.

Business

Response:

November 18, 2013

Dear **. [redacted]

The customer contacted the Revdex.com because she made she sent in 2 money orders and the payments never posted to her account.

We contacted the customer and they stated that someone had already called her. The reason that the payments were delayed in posting to the account was because both payments were sent to the incorrect address. The missing payments posted to the account on 10/21/13

Value Added Communications anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.

Sincerely yours,

Review: This company provides phone services to inmates' families. Such people are at an emotional low and often struggle financially and this company is gauging unsuspecting, vulnerable people. My specific complaint is this:

The company's automated payment system does not disclose the fact that there is a service charge involved until AFTER PAYMENT IS CHARGED and the fee itself is exorbitant (36%).

When you pay for services via their automated payment service, you are charged an expensive $8.95/deposit service charge without being told how much the charge is. Their "customer service reps" say that their automated message alludes to a possible charge yet does not identify the amount ($8.95) and it does so after they charge your credit/debit card. They claim that the company only receives payment via [redacted] and that practice generates the fee that they do not disclose.

The condition this billing environment arrives in leaves the call receiver vulnerable to the mechanics of Global Tel Link's automated system, again, without clearly stating charges to a call receiver who is put on the spot at a most vulnerable logistical and trying emotional moment.

After notable time trying to track down a phone number for Global Tel Link, I was finally able to speak to two "customer service" reps. and each defended the fee as "properly billed." My contention is that the fee to be "properly billed," the cost of the fee should have been explained in definitive terms at the time of requiring payment .

The company is illusive in its identity in that either representative would give me a physical address but their Complaint Department uses a PO box in Mobile, AL.

The company's practices are unethical at best. I am contacting the Revdex.com to let you know that a company in your community is operating in what I am sure many would consider unethical practices and gauging an unsuspecting public at a most vulnerable hour.

I would not be surprised if you have received similar complaints and I suspect that there are many people who didn't take the time or had the wherewithal to file such a complaint. Several complaints have been filed on ripoff.com.

I am hoping you can help me recoup some if not all of those service charges and/or find a way for others to be accurately and openly informed of the exorbitant (36%) service charges Global Tel Link charges. I hope you can help put an end to such gauging of vulnerable people.

Thank you.

Sincerely,

[redacted]Desired Settlement: I am hoping you can help me recoup some if not all of those service charges and/or find a way for others to be accurately and openly informed of the exorbitant (36%) service charges Global Tel Link charges. I hope you can help put an end to such gauging of vulnerable people.

Business

Response:

October 20, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the exact amount of the credit card processing fee was not disclosed to him prior to setting up an AdvancePay Account. The amount is only disclosed after the payment is made and the credit card is charged.We investigated this complaint and contacted [redacted] via telephone on October 15th and explained to him that the exact amount of the credit card processing fee is not disclosed at the time of the payment transaction because the fee amount varies by facility. In addition we explained that he could avoid this fee if he were to fund his account by check or money order, there are no fees attached to these 2 types of payment options. Unfortunately there is no refund due to [redacted] at this timeGTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely Yours,Kathi TAgency Complaints

Review: This organization has to be the most fraudulent service I have ever used. They provide phone service to people who want to speak with inmates and they take advantage of that fact. There are literally hundreds of complaints about this company on the internet but there is no other choice but to use them for people to speak to their incarcerated loved ones. When you call customer service they will hang up on you if they don't feel like dealing with your concern. I attempted to put money on my account and when I tried to submit it told me there was an error with the information I submittted (ex: credit card infor incorrect) so I would re-enter the information and try again each time checking to see if I entered something wrong. I checked my bank account today and they charged me to the total of $416! I want my money back! The money was not put on the account as it said that it was not submitted due to the information being incorrect yet my money was removed from my account each time I tried to re-submit. I WANT MY MONEY BACK ASAP! Customer service is not bad, it's non-existent. There are already talks of a class action law suit against this company because of how they treat people and steal their money. The phone account I have does not even provide me with a monthly statement as to the breakdown of my funds so that when money mysteriously disappears from the account (which always happens) you cannot dispute it! This company needs to be shut down and legal action will be pursued but in the meantime I want my money refunded to me immediately.Desired Settlement: I want my money back NOW and I want this company shtu down.

Business

Response:

September 3, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because she made several payments to her account and the payments never posted; however the payments were deducted from her bank account.

We investigated this complaint and determined that **. [redacted] made 13 payment transactions back to back on account number [redacted]. Only 1 payment was approved. Whenever credit card payments are made back to back the system will hold the funds as pending with the credit card provider. Once the hold time has expired, the funds are released back to the credit card.

We have made several attempts to contact **. [redacted]; however she has not returned our calls.

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 provides a collect call service for inmates in jail. when setting up the account, there are some ridiculous fees. I started with a 25.00 balance. I talk to the inmate 1 time, before I had to add another 25.00 because of the ridiculous fees. If call discounts by mistake you loose that time and money.8.10 to set up the acct.6.94 for a dropped call1.20 sls tax9.64 for a 3 minute callThen there is an automated call, stating there is a collect call coming in, then the sys ask you to add money, you start the process for adding money with all new/same fees after being on the phone along time with the sys the caller hangs up and you have been charged for a phone call. Then the automated sys calls back with the same verbage...there is a collect call, you start to add money again and there is no one on the phone, so now the sys is asking for more money and no collect caller. Then the automated sys states if you dont use all the money on the acct after 90days you will loose the remander balance. so to keep from loosing the balance you can request a refund before the 90 days is up. So I started the request/process for the refund and they charge me 5.00 to process the refund.In a nut shell they are keeping more of the money you put on the credit card for the company's benefit, instead of having the money available for the inmate to make phone calls.I added 75.00 for 2 days and talk to my son 3 complete times for 75.00 dollars total. (the sys allowed 6 drop calls and stated the drop calls are no-refundable, which the company knows the phone will drop calls because the phones are very very old in the prison system, now thats game).When requesting my refund, my balance that they are refunded me is only 12.00 out of 75.00 total. That's just not right to take people money like that....it's a rip off..I WOULD LIKE MY MONEY BACK, IF THE GOVERNMENT ALLOWS THESE COMPANIES TO COLLECT SUCH ridiculous FEES, THEN SOMETHING NEEDS TO BE DONE QUICKLY ABOUT OUR GOVERNMENT.Desired Settlement: DesiredSettlementID: Refund

I want 50.00 dollars back NO MATTER WHAT. 75.00 for 2 days and 3 complete phones calls is ridiculous.

Business

Response:

August 20, 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 for calls that disconnected prematurely.

We have investigated this complaint and have determined that on 08/06/13 3 calls did in fact disconnect prematurely. We have issued a credit in the amount of $15.71 back to **. [redacted]’s account. We have called **. [redacted] and advised her of this resolution.

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

Sincerely yours,

Review: This is an inmate calling system which is costly. If the inmate calls and the call just goes blank, they do not like to refund the call. It will show you are still connected to the caller, but you cannot hear anything on either side. I contacted them about this issue on more than one occasion, but nothing is ever done. It is unfair to the family of the inmate that puts out money for these calls for them to have glitches in their system like this and highly infuriates me.Desired Settlement: I just want my call refunded. When you are 3 minutes into a conversation and it goes blank and both parties are still connected, there is clearly something wrong with there system and it needs to be fixed.

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 a refund for a call that disconnected prematurely on June 16th from the [redacted] Correctional facility.We listened to the recording of the call in question and determined that the call disconnected per **. [redacted]’s three way call attempt to a number provided by the inmate in the conversation. GTL does not allow three way call attempts; therefore the system terminated the call. **. [redacted] informed us that the inmate would be released on July 23rd and is able to use the jail phone so she no longer needs GTL’s services. As a courtesy we have waived the $5.00 refund processing fee and have issues a credit of the remaining balance on her account in the amount of $2.86 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 deposited $25 for call credits but only $18.75 shows up on my account. I called and asked and the rep said there is a $6.25 charge for every deposit. This was not disclosed to me before hand.Desired Settlement: I want to know the amount I am being charged for service fees BEFORE I make a deposit. I would like to know this everytime I make a deposit.

Business

Response:

February 12, 2014

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 receive calls from an inmate in a correctional facility that GTL is the service provider for and is upset that the $6.25 credit card processing fee was not disclosed when he set up the account.

We investigated this complaint and we see that **. [redacted] made his payment online. When a payment is made online there is a brochure that is available to view or print. This brochure address **. [redacted]’s question regarding the credit card processing fee. It clearly states that credit card payments are subject to fees. It does not state the exact amount as the fee that is charged varies from state to state. **. [redacted] can avoid these fees by paying by check or money order. There are no fees attached to these 2 types of payment options.

In addition the brochure provides a toll free number to talk to a live operator.

We have tried several times to reach **. [redacted] by e-mail and phone, as of today he has not retuned our calls or responded to our e-mails.

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

Sincerely yours,

Review: I no longer what the services of Global Tel-Link and the company refuses to close my account and refund my money. I went online to cancel my account with Global Tel-Link. There is a link on the page to cancel an account and mailed a refund. However, the link does not work. I called the company and spoke with a representative who did not help me at all.Desired Settlement: I want a refund of the monies in my global tel-link account , which is $45.93

Business

Response:

December 9, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she no longer needs her GTL telephone account and she is requesting that we close her account and refund the remaining balance on the account.We investigated this complaint and contacted [redacted] via e-mail on December 8th and informed her that we have issued a credit in the amount of $45.93 back to her credit card. [redacted] is aware that it could take 5 to 7 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

Review: global tel link says on website that collect calls can be made and that spending limit is 100$ but when you call now its $5 which is unreasonable because calls are more also bait and switch because if call exceeds $5 limit they automatically put your account prepaid. plus they take almost $9 from any money put into prepaid and then also charge you to connect each call its high way robbery calls can be as much as $17 a call.Desired Settlement: allow packages or better rates or allow collect calls again

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 she feels that the rate she is charge to receive a call from an inmate in a correctional facility that GTL is the service provided for is too high as well as the credit card processing fee.

We contacted **. [redacted] and explained to her that the rate she is charged is a long distance rate since the inmate is in MN and **. [redacted] resides in GA. With regards to the credit card processing fee we explained to **. [redacted] that she could avoid paying this fee if she paid her account with a 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,

Review: I set up a prepaid account on my phone to except collect calls from a inmate in the [redacted] Jail. At which time I did read the disclosure and understood the fees and tax charges. However, I noticed that some calls were being charged to my account as more than the posted fee ($2.70). For instance I received a collect call and the call was disconnected within 5 minutes with a message stating that three way call being used. I was not using three way calling and I was charged $10.00 for the call. On several occasions the call fee was more than the $2.70 per call. Another example was I posted $25.00 to this account on May 7th which left my balance at $27.04 and subtract the so call $6 fee and I had $21.04. On May 9th I should have had approx. 3 calls left but could not receive a call. I have had calls routed to my phone number from inmates that I don't even know. I was not able to receive any funds back for overcharged calls or disconnects. All I could get from customer services is that the account was correct. This service is poor and shady and I do not recommend it to any consumer.Desired Settlement: I want other customers to be aware of the service this company is providing

Business

Response:

June 2, 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 charging her $10.00 for each call that she accepts from an inmate in The [redacted] Jail.We investigated this complaint and contacted [redacted] via US mail on May 23, and explained to her that our records reflect that all her calls have been billed at 2.70 no matter how long shetalks. We included a copy of [redacted]s phone records in the resolution letter that was sent to her.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Review: I just got a new phone number and I placed $10 on my account well next thing I knew I had only a couple dollars on my account the person I talked to had told me to that there is a $4.75 set up fee and a $6.95 fee for putting money on my account I have been using this company for 4 years and have never had any fees even when getting a new phone number he then told me to put another $5 on it so I could use my account when I did it went into the negative by nearly $2 I called back they then informed me its a $6.95 fee everytime I place money on my account but I am not suppose to be charged it but they cant reverse it they need to wait for the system to do it on the automated system it says nothing about any fees not even a possible fee. I listened to it many times I dont think they should be able to charge us fees and not inform us we will be charged sed fee they seemed so unwilling to do anything to help I talked to several different people so at this point I had been charged 18.65 for $15 dollars the last time I called the lady informed me I had $5 on my account but the next time I added money I was charged again even though they said in california we dont get charged a fee but yet they keep taking it and I havent recieved my other fees back either and they keep telling me they cant do it.Desired Settlement: I want them to refund all the fees stop charging me the fees since I am not suppose to be charged anyways and I want them to have to inform people of there fees before they just charge people because that is fraudulent

Business

Response:

June 2, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.Corporate Headquarters 12021 Sunset Hills Road Suite 100 Reston, VA 20190.Operations Center 107 St. Francis Street 32nd Floor Mobile, AL 36602The customer contacted the Revdex.com because she was charged a $4.75 set up fee as well as an additional fee of $6.95 every time she adds money to her account. She has had an account for over 4 years and has never been charged a fee to add money to her account.We investigated this complaint and contacted [redacted] via e-mail and explained to her that the system did in fact deduct the $6.95 which is the normal process for all states except California. The system automatically corrected the mistake and the $6.95 fee was credited to her account. When she contacted our customer service department the money had already been credited to her account. A copy of [redacted]s transaction history was attached to the e-mail that was sent to her on May 22nd.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Review: Originally I have an account with GTL/Offender Connect which charges $12.00 for every 20 minutes of calls from my daughter in the Virginia DOC. I needed a new vendor and found Prison Lines which charges me $11.99 a month for unlimited calls. Prison Lines e-mailed a new number [redacted] with instructions that I had to open a prepaid account for connection fees. Offender Connect is on the list and all I had to do was add the new number [redacted] to my account. I told my daughter the new number and waited 2 weeks before she called me using her own money to tell me that Offender Connect has to call and verify the new number. So I called and e-mailed Offender Connect, and GTL for assistance. Another 2 weeks have passed. I called Offender Connect and finally got someone who told me I had to call GTL for all inquires and gave me a telephone number. These two companies are one and the same. Today I received 2 e-mails - from GTL - you cannot use a Virginia number and live in New York - Offender Connect - Virginia state does not allow third party or call forwarding calls. This company GTL/Offender Connect charges too much for calls and don't allow other companys to compete. It took GTL/Offender Connect weeks to respond to my inquiry and calling them on the phone is nonsense.Desired Settlement: Other inmates from Virginia DOC use other companies that do not charge so much - Need to know what Virginia State Law this company is referring to. Is there such a law or is it GTL/Offender Connect Policy

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: Every time I contact I get the worst customer service possible. Today I contacted DSI-ITI,LLC in regards to their system disconnecting my phone calls before the 15 minute mark. I called to get back the minutes that are owed to me, but apparently they can do nothing to help me. They told me their policy is as follows: If the call was disconnected before the five minute mark they can refund my money, but only if it is on a landline telephone. Since I have a cell phone they cannot refund my money. I find this absurd and unprofessional and I am outraged. I have a loved one in jail and cannot always be at home to wait on a call on the house phone, I don't even have a landline telephone at that, like many others in this technological age. I lost a total of 40 minutes from this company and I want something to be done about it. I have no other choice but to use this company's services, but I am tired of being mistreated and having my hard earned money stolen from them.Desired Settlement: I require a refund of all of the calls that were disconnected due to their incompetent system failures.

Business

Response:

Attached is the resolution letter to this complaint.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I lost three more calls due to their faulty system. Those three calls were out of the five calls they refunded me for, and all of them were disconnected before the five minute mark. I was told that if I should have any other issues with them disconnecting my calls I was to call their office and they would happily refund my calls, but of course they did not. I wouldn't waste my time if I didn't feel strongly about the issue. As a consumer I have rights and I feel they should not be ignored by any means.

Regards,

Business

Response:

Attached is the response to the rebuttal 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,

I have requested Global Tel Link to place a block on my number because I do not know anyone in a prison that is trying to reach me. Global Tel Link pretended they will block calls coming to me but in reality did nothing. I continue to get harassed by their calls asking me to accept call charges. I believe more or less this company is trying to scam me. I called again to place a block on my call the second time and I continue to get harassed by calls coming from Global Tel Link. They claimed they are not not calling me but someone in prison is. I don't understand why they can't stop routing calls to my number when I have already declared I will not accept any calls coming from them. I have also placed my number on National Do Not Call list and it didn't help. They would not leave me alone and I feel very harassed.

Review: This business sets up phone services from state facilities. I called to set up my phone to receive calls. I was told that they service the facility I needed. I found out a few weeks later, that they do not. They told me that they do not service that facility and did not know why someone would tell me that they did (I don't know why either). I asked for a refund...waited a week and called back. They told me it would take 30 to 60 days to get a refund even though it took them 10 minutes to take my money. We are going on 60 days. I still do not have a refund, they are telling me that they will deduct a service fee of $8 and a refund fell of $5 when I do get my refund it will be for $12 instead of $25. I first thought this was just bad customer service or training but this is a scam. When I called today they have not even requested my refund yet from Nov 22, 2013Desired Settlement: I would like my whole $25 refunded to know where I can post something so people will know this is probably a bogus company that doesn't even provide the services that they offer.

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 an account with GTL to be able to talk to an inmate in a correctional facility. Realizing that right after she set up the account the inmate was not in a correctional facility that GTL is the service provider for. **. [redacted] called GTL and requested that her $25.00 payment be refunded.

We investigated this complaint and contacted [redacted] and advised her that the refund in the amount of $25.00 was processed on 01/16/14.

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

Sincerely yours,

Review: I had a family member who was in jail. I set-up offender connect phone service with this company in October 2013 for 3 him to be bale to call out to 3 phones. He was in jail for 15 days and was never able to make a call. When I set up the accounts I was told that any unused amounts would be refunded by being credited back to my credit card that was charged for the amounts. When he was released form jail in 10/15/2013 I informed them that I no longer needed the service and I was told that I would receive a refund of the balance which is $155.00 on or about 11/20/2013. When I did not receive the refund I contact them again and was told that they were sorry but the checks were not mailed out but they would send it out and I should have it within 10 business days which would be 11/30/2013. I called again on December 19th after I did not receive it in the mail and was told again that they were sorry but it was not mailed out. They said they would be mailed on 12/23. I have never received them. The three account #s and the amounts I am owed on each are ###-###-#### for $55, ###-###-#### for $50 and ###-###-#### for $50.Desired Settlement: Please send a full refund to my address that they have on record.

Business

Response:

January 8, 2014

Dear [redacted]

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

The customer contacted the Revdex.com because in October 2013 she closed her account with GTL and requested that the remaining balance on her account be refunded. [redacted] is still waiting for her refund.

We investigated this complaint and left a voice message for [redacted] on 01/07/14 stating that we have issued a refund check in the amount of $155.00. The check was sent out via overnight mail to the address we have in our records on 01/08/14. [redacted] should have the check by 01/09/14

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

Sincerely yours,

Review: I have been paying for months to have their service supplied to me and I have complained to the customer care reps"When I am able to speak to an actual person" about refunding my money for dropped calls due to their own technical issues of which are not being fixed. This has been happening since 10/26/14. I have yet to see any refund to my account and they have not fixed the problem. Calls keep getting dropped and when I call to talk to a customer service rep I am lucky to speak to anyone. Their service is generic and unprofessional and they monopolize on the fact that we have no choice but to use their service. Greedy, Unprofessional company getting rich on the heartbreak of people and their loved ones.Desired Settlement: I would like a full refund of the dropped calls on my account, Even the ones that went past the 5 minute mark. I expect this company to fix the technical issues so that no more dropped calls occur. If you have a company the provides phone service you would expect to be able to speak to your loved one for the 15 minutes purchased.

Business

Response:

December 9, 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 the calls she receives from an inmate that have disconnected prematurely.We attempted to contact [redacted] by telephone and an e-mail. We need to explain to her that the account number that she provided in her complaint has had no call attempts. In addition our records show that we processed a $25 refund back to her credit card. It is possible that [redacted] has another account set up with GTL however; if she does not respond to our request for a return call or reply to our e-mail we have no way of knowing.We gladly reopen this complaint when/if we hear back from [redacted]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

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Description: Telephone Communications

Address: 1321 NW 13th St, Miami, Arkansas, United States, 33125-1603

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