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Global Tel* Link Corporation

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Reviews Global Tel* Link Corporation

Global Tel* Link Corporation Reviews (1404)

Review: They have not refunded my $106.95 or applied it to the inmates phone account.

www.connectnetwork.com

I sent $106.95 on 8/21/2014 to [redacted]nbr: [redacted]) at [redacted] Penitentiary. My account is [redacted] phone: ###-###-####

He has never received it. I called several times and they said that Accounting needs proof so I sent them a fax on August 28, 2014 and I still have not heard from them. On 9/3/2014 I tried again to deposit money in [redacted]'s account and this time he received the $56.95 I deposited. He has yet to receive the $106.95 I deposited from before.

The following is from my card showing I deposited it on 8/21/2014 and it was in my bank on 8/22/2014:

08/22/2014 Debit Card Transaction GTL*INMATE PHONE SVC ###-###-#### AL 08/21 $106.95

The later one on 9/3/2014 one he did get:

09/03/2014 Debit Card Transaction GTL*INMATE PHONE SVC ###-###-#### AL 09/02 $56.95Desired Settlement: Please find the $100 and deposit it in [redacted]'s account or refund it back to me.

Business

Response:

September 30, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on August 21st she made a $106.95 payment to an inmate's Debit account via our Connectnetwork.com website and the payment never posted to his account.We investigated this complaint and contacted [redacted] via telephone on September 29th and explained to her that the payment was located and posted to the inmate's Debit account on September 25thGTL 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 company lives off the desperation of people trying to get intouch with there loved ones in jail. I spent $75 for six connected calls. so if you answer the phone they suck money out of the account and no refund is possible for cell phones but I paid with a credit card. very poor customer service. I believe this is fraud and this company should go out of buisness for there taking advantage of our desperate situation my husband was beat and then arrested all I wanted is to hear his voice to see that he was ok and what did I need to do. I had no idea who to contact and the customer sevice guy said you sould have never answered the call if you did not know the terms and condition. I was not given an option to here the terms and condition and I did not have internet to see the terms and condition online. again they are a bad company that is taking advantage of these customers needs if I could open a company for this cause I would because who do you thisnk lands in jail poor people 99% of the time and I happen to be middle class and had no clue of this scam.... I pray to God I never have to use this company again and there is not another option they run the city jails. so disappointed the we live in a country of thieves liars and God knows what else. That is why this country is in so much debt because of companies like these!!!

Business

Response:

September 11, 2014Dear [redacted],This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she was not aware of GTL’s “terms and conditions" when she set up her account. In addition she is requesting a refund for calls that disconnected prematurely.We investigated this complaint and contacted [redacted] via e-mail and provided her with a copy of her transaction history and informed her that we have listened to the recordings of her calls and we determined that 5 calls did in fact disconnect prematurely. We have issued a credit in the amount of $25.05 back to [redacted]'s credit card.With regards to GTL's "terms and conditions" they can be viewed by going to our website at www.connectnetwork.comGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi T[redacted] Agency Complaints

Review: I made a payment through this company in the amount of 60.00 on May 30, 2014. The company states that all orders will be processed and released to the offender within 24 hours. It has now been 12 days and yet I still have not got what I have paid for nor have I been issued a refund. I have tried countless times in the past two weeks to get this issue resolved which I have only been given the run around. After making me wait a week after making the payment they then inform me that I need to fax something to verify that my debit card accepted the charge, after sending this I the consumer and still waiting. This is criminal to take someone's money and not do what the company says it's going to do.Desired Settlement: To release the funds to the person I sent them to.

Business

Response:

June 20, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a $60.00 payment to an inmates debit account and the payment never posted to the account.We investigated this complaint and located the missing $60.00 payment. A refund in the amount of $60.00 was processed and the check was sent to [redacted] via overnight mail on 06/19/14.We were unable to reach [redacted] by telephone so we left her a voice message explaining 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: My issue is that Global Tel Link charges an exorbitant amount of fees and takes advantage of a "captured audience." Global Tel Link provides pre-paid calling services to "inmates." In order for the "inmates" to speak to their friends and families, pre-paid telephone time must be purchased. This company provides that service.

My issue was recently exposed when my daughter was incarcerated for a short term for a minor misdemeanor. I paid $25. to be able to speak with her. Which was never used. Global Tel charged me $4.95 to "activate", approx. $4.95 to refund and on top of those outlandish charges - the refund takes 30 - 60 "business" days to process. Unless the company is mismanaged and the employees are incompetent or perhaps the company is operating in pre-historic times and can't understand how to use computer generated automated accounting...it doesn't and should NOT take this long for a refund. They have a "captive audience" and take advantage of that situation and innocent people. The company is just a greedy bunch of sub-human individuals.Desired Settlement: Ideally, since the service was never used, I'd like all of my money back. The company has made money off my small amount of $25 by pooling it with other money from customers like me and investing it. I worked in investments for over 25 years and I know how big companies invest their "cash on hand." They make a daily profit by investing in other funds in other financial organizations...using the money from people like me in a pooled account. This process is legal but they are taking advantage by charging exorbitant fees and stalling refunds.

Business

Response:

Attached is the resolution letter to this complaint.

Review: Offender Connect is the ONLY company that I can use to place money on an account so a loved one can call me from jail. Originally, the company was called V-connect (where I originally created this account AND I can no longer access!!!!). 5 days ago I added value ($50) to my account and received a confirmation email. My phone account was credited the amount I added to the account ($50) minus a $7.95 fee. After receiving the email I checked the account balance and the $ was properly added (over $60 was in the account).

Today (9/30/13), I was expecting a call from the inmate and never received it. I have no way to contact him. No call ever came through. I checked my account to see if there was a system problem and my account is showing a ZERO balance AND there is NO WAY to look at my history, usage, statements, etc. It is all gone! I tried calling the company several times and was not able to get through. It is now beyond their work hours and are closed.

I sent an email to their customer service address but of course have not heard back as of yet. I have had nothing but trouble with obtaining accurate information and money disappearing since I started utilizing their services. As I stated earlier, I don't have any other choice if I want to communicate with my loved one :( Also, I think it is ludicrous that a company that takes my money for service does NOT provide an option to review/receive statements. This is unacceptable!!!!Desired Settlement: I would like ALL of my balance reinstated, a reimbursement of the "FEE", as well as a copy of ALL of my activity on this account since it was opened (to include all deposits, fees and calls made against the account).

Business

Response:

October 16, 2013

Dear **. [redacted]

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

The customer contacted the Revdex.com because she was upset due to Offender Connect not reflecting all calls that are being made and the funds that have been added to the account were not showing up on Offender Connect. **. [redacted] is requesting a copy of her call history, payment history and a refund of the credit card processing fees.

We investigated this complaint and contacted **. [redacted] to obtain her e-mail address so we could send her the documents that she requested in the complaint. In addition we waived 1 of the credit card processing fees since there were sufficient funds in the account when she made the second payment.

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

Sincerely,

Consumer

Response:

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

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

Regards,

Review: My son was sent to jail on Friday July 19, 2013. He attempted to phone me to find out if I had posted bond yet for him or not. The phone call option was offered through Global Tel*Link and it is a recorded message that tells you to push 1 to set up a payment to receive the call. They do not disclose costs of the call nor do they give you an option to put any less than $25 on their calling service. My son and I spoke for 2 minutes and 49 seconds after I put the $25 on the service. That was the one and only time their service was used. I called Global Tel*Link to receive a refund of the money I put on the phone and was informed that there was only $14.70 left as credit and that it would cost me $5 to get the money back and would take up to 30 days to be refunded. So basically an almost 3 minute call from my son cost me $15.30. I feel that this is very excessive and that they are preying on people in a situation that leaves them no choice but to allow such things to happen.Desired Settlement: I would be happy with $15 of my $25 back. That would give them their $5 fee to return the money and then $5 for the almost 3 minute phone call. I believe that to be a lot more reasonable than their outrageous fees. I also would like them to be upfront about the costs of the call instead of hiding it further back in a menu setting that prompts you to ignore it anyhow. They could adjust their recording to say "This is a call from an inmate, the cost is X dollars per minute. To set up an account or accept the call push 1." instead of "This is a call from an inmate. To set up an account or accept the call push 1." No one listens beyond pushing 1.

Business

Response:

Attached is the resolution letter to this complaint.

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 me.

I do show the refund now in my account.

Regards,

Review: they make us prepay to talk to loved ones in prison and jails and when the call drops they will not give us a refund for the unused minutes of that call instead they charge full price. they also charge 8 dollars when you deposit money to talk to your loved ones, and will not give a invoice of where our money is spentDesired Settlement: would like to be refunded for all dropped calls for time under 20 minutes it is not my fault their phone service sucks and I should not pay full price for a service I did not fully receive. that's like buying 4 tires for your car and only receiving 2

Business

Response:

October 8, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because some of the calls he receives from an inmate in The [redacted] County Correctional facility disconnect prematurely and he is requesting a refund for the dropped calls. In addition he states that GTL charges an $8.00 credit card processing fee every time he adds money to his account.We investigated this complaint and attempted to contact [redacted] by telephone and e-mail, unfortunately he has yet to respond therefore a letter was sent to [redacted] via US mail. We listened to the recordings of [redacted]'s calls and determined that 3 calls did in fact disconnect prematurely and we have credited [redacted]'s account for the 3 calls. [redacted] is charged a flat rate of $2.68 per call so if he talks 5 minutes or 20 minutes he still charged $2.68 per call. With regards to the $8.00 credit card processing fee that [redacted] was charged, included with our letter we sent to him we sent copies of his payment/call history. The statement shows that he was charged $6.95 for the credit card processing fee not $8.00. This fee can be avoided by paying by check or money order. There are no fees attached to these 2 types of payment options.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:

[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: since I filed this complaint I have had many more dropped calls and no reimbursement and they are charging 5 to 8 dollars every time I put money on my account to use their service. this place needs to abide by the fcc regulations for calls from and to inmates. they are violating every applicable law and we have started websites for each state to get them eventually kicked out of the prisons as the main phone service provider.

Regards,

Business

Response:

October 20, 2014Dear [redacted]This letter is in response to the rejection letter we received from the Revdex.com dated 10/14/14.[redacted] rejected our response because he says that his calls continue to disconnect prematurely. As we stated in our previous letter, GTL does not guarantee service on accounts set up on cell phones. We have already issued a credit for 3 disconnected calls. In addition we listened to the recordings of the calls once we received [redacted]'s rejection. It appears that there is a lot of yelling and screaming going on and either one or both parties are hanging up on each another. [redacted] does have the option to set up an AdvanceRay account on his landline if he chooses to do so. Unfortunately we are unable to set the account up as a LEC billed account since GTL does not have a contract agreement in place with his LEC provider which is [redacted] Cable.[redacted] stated that the credit card processing fee he was charged each time he added money to his account was excessive. [redacted] can avoid this fee if he were to make payments to his account using a check or money order. There are no fees attached to these types of payment options. We advised [redacted] of these payment options in our original resolution.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:

[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: would love to hear these tapes of yelling and screaming during my conversations and then hanging up because they do not exist therefore this company is now lying to try and resolve this complaint

Regards,

Review: I keep getting these telephone calls from [redacted]. They keep leaving me messages saying that an inmate is trying to reach me from prison. They gave me a number to call to block my number from this person calling me so I called that number ([redacted]). The first lady I spoke with was very rude and told me that they never called. The second person, a gentleman said he added me to their blocked number list. I STILL keep getting calls at all hours of the day and night. No matter if it is 10am or 2am, some prisoner keeps using this system to call me. I now consider this HARRASSMENT. I WANT THE CALLS TO STOP!!!!! I am having to burn up cell phone minutes calling them to STOP the calls and they DON'T STOP!Desired Settlement: Put me on a permanent BLOCK list so NO inmates can call me!!

Business

Response:

Attached is the resolution letter to this complaint.

Review: I made a $25 deposit on October 29 and an additional $25 on November 5, 2012 with GTL to receive phone calls from my family member who is in prison. The first amount was not enough according to the service assistant with GTL, I made another deposit. When I received a call from my nephew, it still would not connect. Then I was told that I had to submit a copy of my phone bill. I was not comfortable with that, but after a couple of months, I decided to do so, as I was told it would take 30days to get my refund. It took minutes to deduct it from my account however. Each time my nephew calls, I get a short recorded message that it cannot be connected, then nothing more, no prompts, no options except to call customer service to resolve. Now after several phone calls back and forth with customer service, I am told the account has been suspended, I was not notified of the suspension. I have been told three times it would be re activated and my family member could call after 3-5 business days. That has not happened. I informed GTL customer service I would be contacting the Revdex.com and reporting this issue. I was encouraged that the services that I have paid for would be activated , this is not happening.Desired Settlement: This is the only outside contact for my nephew other than letters. This is the only phone company the prison allows. I cannot do anymore and it would be nice to hear his voice and I am sure it would support him to hear family voices. I would very much like to be able to have a conversation with him, as he is placed too far away for visits.

Business

Response:

Atteched is the resolution letter to this complaint.

Review: I wanted to buy phone time for a friend that is in prison. I paid 25.00 for the service and have contacted them several times to see how to activate this service. they told me they couldn't help me. I told them to canceal the service they want to charge me 5.00 dollars and then said they couldn't give my money back because I have a differant credit card than the one I used the first time don't want to wait 60 days for a refundDesired Settlement: just want my money back

Business

Response:

December 6, 2013

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 Advance Pay account to be able to talk to an inmate in a correctional facility that GTL is the service provider for. She was unable to activate the service and is requesting a refund of the $25.00

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 will be mailed out as soon as possible.

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

Sincerely,

Consumer

Response:

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

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

Regards,

they are suppose to mail a check out on 12/9/2013. we will see what happens

Review: I have had numerous drop calls from this telephone company, while utilizing this service. I have been told several times, that when the call is dropped, there would be reimbursement for this service. I pay approx. $7.00 per call which provides a thirty minute call to both parties. My call has been dropped numerous times during the first 5 minutes; therefore a thirty minute call can and has cost up to $28.00. This is wrong. If the contract states there will be reimbursement for calls dropped before 7 minutes, than this company needs to institute reimbursement as stated.Desired Settlement: DesiredSettlementID: Refund

Reimbursement for all drop calls as stated in ter**.

Business

Response:

November 21, 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 the calls she receives from an inmate in a correctional facility that GTL is the service provider for that disconnect prematurely.

We listened to the recordings of the calls in question and contacted **. [redacted] and explained to her that the recording we monitored the inmate had ask **. [redacted] to make a three way call. Three way calls are not allowed and as soon as the system detects a three way call attempt the call will automatically be disconnected. On other recordings we listened to the inmate was still on the line; however the called party disconnected the call.

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,

Consumer

Response:

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

From: <[redacted]>

Date: Tue, Dec 3, 2013 at 6:52 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]

Dear Sir:

I read the response letter to my complaint and it indicated that the call was dropped because of an attempt to make a three way call. This is untrue. There was no 3 way attempt. However, after the second call was dropped, I did attempt to make a three way call and the phone did not drop; therefore the person writing that response was not accurate. Our call was dropped with no intention of a three way call .

Thank you for following up with this inaccurate information submitted by the Inmate Calling Phone System.

Respectfully,

[redacted]`

Review: Offender connect failed to return balance of money applied to phone account . offender connect account was closed in NOV 2013 and as per the companies policy was called within the 90 day period and request was made for return of balance. Offender connect stated refund would be precessed and refund received with in 30 business days. refund was never received and offender connect was contacted at least 6 times between Nov 2013 and Jan 2014. with each call I was given the run around. the first call I was told the check had been sent. the second call I was told there was some mistake and the check wasn't sent and they was reprocess and send the check I would receive in 2 weeks. when check never came another call was placed and I was told they didn't have any record of this, and they would have to check into and I needed o call back in 3 business days. when company was called back. the next time the company said the check was mailed in Nov 2013, when they were told that it was never received they said they would have to check into it and to call back in 3 business days. The next 3 times I called I was given this same story even after speaking with what I was told was a manager, and the situation has still not been resolved. With the last phone call I was hung up on.Desired Settlement: I would like a refund.

Business

Response:

We have attempted to reach this customer several time by phone; however he has yet to return our calls. In order to investigate this complaint we need additional information from the customer.

Business

Response:

February 19, 2014

Dear **. [redacted]

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

The customer contacted the Revdex.com because he closed his account in November 2013 and requested the remaining balance on his account be refunded. He still has not received his refund.

We investigated this complaint and attempted to contact **. [redacted] several times by phone; however he has yet to return our calls. We have processed his refund in the amount of $19.85.

The check will be sent out to the address we have on file. We have mailed this check via Fed Ex for delivery on February 20th 2013 (tomorrow).

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

Sincerely yours,

Review: On november 7 at 11:31 PST I added 25.00 to my prepay account, which brought it to 30.05. At 1:51 PST I received one call totaling 4.08 then at 2:07 PST I recieved another call totaling 3.81 my account should have been left with 22.16 but I was left with 13.72. I call multiple times and was met with multiple excuses. I am simply going by what their billing statement goes by which is what matches up with my call log on my phone. I was met with lies when pointing this out, I was first told it was due to 5 calls that I received between 11:40 & 12:30 which never happened and are not accounted for on my billing statement or recent activity list. I simply asked them to correct the error and was given lame excuses.Desired Settlement: I want the bill adjusted to reflect that I had 22.16 when starting my calls november 8th

Business

Response:

December 4, 2014Dear [redacted],This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on November 7th she made a $25.00 payment to her GTL telephone account. She only accepted 2 calls and when she checked her balance it was only $13.72 when it should have been $22.16. [redacted] is requesting an adjustment to her account.We investigated this complaint and contacted [redacted] via telephone on December 2nd and explained to her that our records show that the inmate was attempting back to back calls. When this happens the funds are placed on hold for approximately 45 minutes and then released back to the account. We advised [redacted] that the next time the inmate contacts her to tell him not to make back to back calls to prevent the funds from being placed on hold again.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,Kathi TAgency Complaints

Review: I called Global Tel Link on 7/7 or 7/8 2013 and made a $30.00 debit card transaction so I could talk to my relative who is in prison.

The calls never happened because I decided to cancel the calls and write my relative instead. I called Global Tel Link and asked their

customer service to put my $30.00 back into my debit card and I was told that this would happen in a month. I thought that this was

outrageous and not good business for GTL. Global Tel Link took less than a second to remove the $30.00 from my debit card and that's

how fast my money should go back into my debit card. I should not have to wait any longer.Desired Settlement: I hope to have my $30.00 dollars back in my debit card as soon as Revdex.com receives my complaint against GTL.

Business

Response:

Attached is the resolution letter to this complaint.

Review: I was given this company's phone number to put money on my phone and grandfather's phone so an inmate at [redacted] Detention Center could call us. I called the number and it was all automated and it processed my credit card for future prepaid phone calls for inmate. When the inmate was not able to call after the money was precessed I found that this company doesn't service this particular jail. I couldn't find a number to speak to a representative until my bank statement came. I called to get the money refunded and they wouldn't give me the 25.00 on the one phone at all because its my grandpa's. The rep told me they would refund the money on my phone by mail but a $5.00 fee would be charged and it would take up to 60 days. I called back to get the refund for my grandpa's phone (with my grandpa standing next to me) the rep on the phone said they only give refunds by mail or fax request. I was confused by this and the rep told me that was the only way and gave me their address. I believe this company is scamming people out of money by not providing any customer service number on the automated system and then changing refund policies depending on who you talk to and charging for refundsDesired Settlement: I would just like the $50.00 that was not used at all by anyone to be refunded. I shouldn't be charged for services not used. If I would have been able to talk to someone or provided some sort or information regarding the jails they service or there return policy none of this would have happened. The return policy changing when I called was just another way to cheat me out of my money I deserve to get back. All I want is the money never used by anyone in my party. $50.00 to be put back on my card provided.

Business

Response:

Attached is the resolution letter to this complaint. please change the status of this complaint to GTL responed in favor of the consumer to this complaint.

Review: On numerous occasions, I have been charged for phone calls where I have not pushed "0" to accept. If I do not accept the call, you cannot charge a connection fee. This is dispicable given that I have already paid 20% out of money that I am depositing for the prepaid account, which is outrageous. For each 15 minute call, I am charged over $7 for a local number (within 1 mile of the jail) plus the "administrative fees" which comes to alomost $10 for this 15 minute call. The calls are of extreme poor quality and now my 15 minutes is broken up by a recording which blocks out your voice during that time that says "your call is being recorded or monitored". I used the advanced pay over the phone deposit methid and it charged my credit card without even advising how much the administrative fee was going to be. I am constantly being ripped off by this company. You cannot get a statement from this company which would show how often I am being charged for calls that I never even accept.Desired Settlement: Refund/credit for each time I have been charged without accepting a call and speaking with my loved one.

Business

Response:

Attached is the resolution to this complaint.

Review: This company handles collect calls from jails across America. They require outlandish prices. A 25 dollar prepayment only allowsaround a 10 minute talk limit. What's worse is that they charge an outlandish fee just to accept a payment. It costs me a total of around 40 dollars for 10 minutes of talk time to my loved one in jail. This is highway robbery and ripoff to the hard working people of America. Seeming to punish our pocketbooks because our loved ones are locked up for reasons that may not be of fault to them!Desired Settlement: Lower their fees substantially and reduce if not oust ridiculous fees so as to increase talk time substantively.

Business

Response:

Attached is the resolution letter to this complaint.

Review: Prison Inmate Phone System:

Calls from the inmates at the State Prison to their homes and families take anywhere from 2 to 7 attempts to connect. Sometimes the connection is very poor and you cant hear each other on the phone. Certain phone numbers arent allowed to receive calls. cell phones for example.

attempts to remedy this have failed. tech support does test calls and says its okay, but still have problems connecting with the caller. calls are deemed refused when they havent even gone through to the receiving party. caller ID shows various numbers and businesses, but mostly show up as 000-000-0000.Desired Settlement: this phone company needs to upgrade their system or something so inmates can make contact with their families without all these problems. It is very frustrating to wait for a call from a loved one, only to have a hassle getting connected.

If this company cannot provide a decent service, then they should not be contracting with the prison facilities at all.

Business

Response:

August 13, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the Calls She receives form an inmate in a correctional facility that GTL is the service provider for often take several attempts to actually connect and when it does the connection is bad.We have tried several times to contact [redacted] via telephone however there is no answer or a voicemail message so we could leave a message. We have sent [redacted] an e-mail stating that our records show that that the calls are connecting. The calls are made using the inmates debit account. In addition we asked that if [redacted] would provide us with the dates and times of the calls in question we will be more than happy to listen to the recordings of the calls and determine if a refund is due. This e-mail was sent on 8/12/14 and we have not received aresponse.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,Kathi T[redacted] Agency Complaints

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

No calls were ever received from GTL. I do have voicemail and caller ID and was actually never contacted by them. I communicated this through email and it was admitted that they were, in fact, calling the wrong person. This did not alleviate my dissatisfaction with them. I have read the email dated 8/12 and do agree that the calls have been connecting better lately. Therefore, I suppose this may consider the complaint closed for the reasons originally stated, but I believe that I am not the only customer who is having this problem. I can only hope that the others will file their own complaints.

Regards,

Business

Response:

[redacted] returned our phone call today and stated that this issue has been resolved.

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. There are still some occasions where the call does not go through the first time, but it is a lot better than it was at the beginning of their service. thank you

Regards,

Review: I pay 3.77 per collect call from the jail. On 02/10/14 while in the middle of my call, all of a sudden a recording came on and said "3 way call" and it disconnect the call. This also happened on 2/11, 2/13. twice on 2/14, 2/15 and twice on 2/17. I have not attempted any type of 3 way call nor was there any backround noise while I was on the call. I have contacted this company in regards to having this issue resolved and they just tell me that I am out of luck and it is not their fault. I have been receiving these calls for 1 year now with no issues or changes in my phone or service. Now all of a sudden it happens everyday for 8 consecutive days straight now, and they will not credit my account or look into the issue. They just say I assumed the risk by using a cell phone. This is not realistic considering I have never had any issues with this over the last year until last week and it is not just a random occurrence it is happening on every sing phone call .Desired Settlement: I would like to be credited for the 8 calls that I did not render full services on at no fault of my own.

Business

Response:

March 14, 2014

Dear **. [redacted]

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

The customer contacted the Revdex.com because the calls she receives from an inmate in the [redacted] Adult Correctional facility have been disconnecting prematurely due to 3 way call detection.

We listened to the calls in question and contacted **. [redacted] and explained to her that on the recordings we heard that either the called party or the inmate pressed a digit on the phone that may have caused the 3 way detection. On another call we heard the inmate sniffling loud and the system detected it as the inmate blowing into the phone; this could have been detected as a 3 way call attempt as well.

We have issued a credit to **. [redacted]’s account in the amount of $11.31 for the 3 calls that disconnected on February 11th, 13th and on March 7th.

In our conversation **. [redacted] informed us that she had another account that calls disconnected prematurely. We have issued a credit in the amount of $3.77 on that account as well.

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

Sincerely yours,

Review: Company has failed repeatedly to provide detailed cost accounting details of charges for services. This has resulted in double billing by a third party telecommunications company, [redacted] that provides my home telephone services.Desired Settlement: Refund payment of $115.03 for double billing plus added late fees charged by ILD through [redacted].

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 [redacted] for GTL in reference to complaint ID 9563479, and find that the resolution provided by my telephone carrier [redacted] is satisfactory to me, although I do not accept the claim that GTL ever provided complete and accurate account information and THEY contributed NOTHING to the resolution of this stage of the matter.

Regards,

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Description: Telephone Communications

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

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