Global Tel* Link Corporation

July 28, 2015The Consumer contacted the Revdex.com because she is unable to accept calls from an inmate in the [redacted] Prison/ [redacted] Farm Correctional facility (NJ)We investigated this complaint and contacted [redacted] via US mail and explained to her that our technical support department issued a trouble ticket and the problem has been correctedOur records show that the last completed call was on July 26th.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi TAgency Complaints

Please contact Janice B [redacted] at ###-###-#### to assist you with setting up a 3-way call with the call centerThe call center will be able to tell you what documentation you need to have to add your name to this accountJanice can be reached at [redacted] @gtl.net as well

December 12, 2014Dear [redacted] , This letters serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because the account she set up with [redacted] , LLC to be able to talk to her daughter would not allow her daughter's calls to connect [redacted] is requesting a full refund in the amount of $25.00We investigated this complaint and contacted [redacted] via voice mail and advised her that we have processed her refund in the amount of $and to please allow to business days to receive the check in the mailGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours, Kathi T Agency Complaints

December 16, 2014Dear [redacted] ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a payment to an inmate's commissary account and GTL's system said the payment was declined; however it was still deducted from her credit card.We investigated this complaint and contacted [redacted] via telephone and explained to her that it appears when she was making a payment she was having trouble entering her credit card information in a timely mannerThis caused the system to time out and caused the payment to be pending through her bank for daysThe bank has put the transaction amount back on [redacted] ***'s credit cardThe CSR that resolved this complaint provided [redacted] with her direct phone number should she have any additional issues in the futureGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours,Kathi T [redacted] Agency Complaints

On 06/13/our tech support department contacted Ms [redacted] and asked her if she could get the inmate to make calls in one day to verify that the issue has been resolvedWe are waiting to hear back from Ms [redacted] with the results

In order for us to investigate this complaint I will need the consumer's fiance's Inmate ID#Once she provides us with this information we will investigate this complaint

June 4, 2014Dear [redacted] The customer contacted the Revdex.com because she made a $payment to her account on May and was told that the payment was declined so she made another $paymentWhen she checked her bank statement it showed both $payments were deducted from her bank account [redacted] is requesting that $be credited to her GTL accountWe investigated this complaint and contacted [redacted] via e-mail on June 2" and explained to her that the $payment she made on May was deducted from her account in errorThe payment was reapplied back to her account on May 21st.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has an AdvancePay Account with GTL to be able to talk to an inmate in the Allegheny County Jail (PA)Ms [redacted] contacted GTL to help her reset her passwordHer password has not been reset.We made several attempts on 8/2, 8/and 8/to contact Ms [redacted] via telephone to assist her with changing her passwordEvery time the CSR identified herself as a GTL representative, whoever answered the call would immediately disconnect the callIn addition we sent an e-mail to Ms [redacted] on 8/and never received a response.Our records show that the last call attempt from the inmate was on August 4thThere is a possibility that the inmate has been released and Ms [redacted] no longer needs GTL's services.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] ? Complaint: [redacted] I am rejecting this response because: I just spoke to some one just yesturday about this situation and the money was not credited back to the card they are suppose to b sending me it in a check and I would like to keep this complaint open untill I recieve my whole payment in a check that suppose to be mail to my home? Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:On October 27th I could not make a payment, NOT due to the system being downIt took three representatives, one of which Leandra who was a supervisor, to tell me why I could not make a paymentThey claimed that I could no longer make payments using my credit card because I had put more than $on my account in less than daysAgain it had absolutely nothing to do with either system being downI DID NOT make a payment on their website for $on October 27thI do not have an email confirmation, and more importantly, there is no option to make payments above $using their systemThis is the first first payment I made by going to [redacted] ***In total I was forced to pay in this manner three timesThis is a major inconvenience since I am blind and a paraplegicOn November 24th I was told by the representative that I would be issued a credit for $I rejected that Revdex.com response as well because they did not credit me the full $and only did $The initial reason I filed the previous Revdex.com complaint was because GTL once again claimed that their system was down for SIX DAYS and I could not get my refundWhen the customer service representative asked if there was anything else, there was nothing else pertaining to that particular complaint/issueI felt as if the two matters should be kept separate It is true that the person I was speaking with (they are not inmates since they are not convicted) was released on November 17thI was skeptical of raising any issues because of, first repercussions, and secondly I wasn't sure what the outcome would beIf I could have avoided using GTL's "services" altogether, I would haveThey have poor customer service, astronomically high rates, an extremely flawed phone system, and continual failure to know their own reasons of why someone cannot put money on their accountThese are just a few of the reasons I am unhappy with their "service"Whether or not the person has been released is irrelevantI dealt with unsatisfactory, disappointing, and rude service with them for days Regards, [redacted]

September 19, 2016The Consumer Contacted the Revdex.com because she states that the cost of the calls she receives from an inmate in The Trumbull Correctional Institution (OH) has increased to $Ms [redacted] is requesting that the cost of the call go back to the old rate of $1.00.We listened to the automated system ####-###-#### recorded prompts using Ms [redacted] 's account # ###-###-#### and determined that credit card deposits can be made in increments of $Currently all of the calls Ms [redacted] receives from the inmate are charged to the inmate's debit account.We have tried Several times to Contact Ms [redacted] with this resolution via telephone and e-mailAs of today We have not received a response to either form of communications.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

August 5, This complaint was closed by the Revdex.com as unresolvedPlease review the resolution below and consider closing it as closed as resolvedThe Consumer contacted the Revdex.com because the chargeback in the amount of $never appeared back on her credit cardWhen a consumer requests that a payment be reversed on their credit card, their bank sends us the chargeback for the amount that was originally paidOur records show that the chargeback did occurhowever the $never was credited back to [redacted] ***p's accountWhen we contacted [redacted] ***'s bank they indicated that they had no record of the chargebackThere was obviously some type of system error with this transaction; therefore we have issued a credit in the amount of $to [redacted] ***'s AdvancePay accountWe contacted [redacted] via telephone and advised her of this resolutionGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,Kathi T.Agency Complaints

February 24, Dear [redacted] This letter serves as a formal response to the complaint listed above The customer contacted the Revdex.com because GTL informed her that if she would like to continue to receive calls from her nephew who is incarcerated in the [redacted] Jail she needs to set up and Advance Pay account** [redacted] would prefer to continue having her calls billed to her LEC We investigated this complaint and contacted ** [redacted] and explained to her that she had exceeded the day/$limitWe explained to her that when a customer exceeds the velocity threshold we ask the customer to set up a prepaid account The velocity thresholds are not set forth by her Local Exchange carrier but by where the call originates from - GTL’s phone platform at the facilityCustomers like herself that receive a high amount of calls within various interval could be subjected to opening a prepaid account that needs to be funded through various channels (e.gcheck, money order, credit cards)This practice in standard in the industry and there are hundreds of thousands of customers utilizing this service every month At this time ** [redacted] chose not to establish a prepaid account GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call Sincerely yours,

January 27, 2017The Consumer contacted the Revdex.com because on January 15th she contacted GTL to request a refundThe CSR that she spoke with was rude and unprofessional and disconnected the call.We investigated this complaint and contacted [redacted] via E-mail and informed her that we have moved the funds from [redacted] to [redacted] After we put the $service fee back on account [redacted] it had $plus the $from [redacted] the balance refunded was $The refund was issued in the form of a credit back to [redacted] Credit Card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency Complaints

The business contacted me with a very friendly, helpful representative who spoke clear ENGLISH and resolved ? the issue, unlike their call center in Mexico!!! Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted] ***

July 24, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because someone fraudulently used her debit card in the amount of $to set up an AdvancePay account with GTL [redacted] is requesting a refund from GTL.We investigated this complaint and contacted [redacted] via telephone and e-mail and informed her that we have located the account that her credit card was used forWe have issued a credit in the amount of $back to [redacted] ***’s credit card [redacted] is aware that she needs to allow to business days for the credit to appear back in her account.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely Yours, Kathi TAgency Complaints

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10516254, and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: That is not my issueMy issue is that the phone number is still linked to me and I do not want it to beI would like for the box to be completely removed from my name and my online account Regards, [redacted] ***

January 24, 2017The Consumer contacted the Revdex.com because he was told that it would take days to process his $transaction fee and his $deposit fee refund [redacted] would like to have his refund processed sooner than days.We investigated this complaint and contacted [redacted] via telephone and explained to him that the fees were not refundable because he did accept call from the inmate which left a balance owed to GTL in the amount of $In addition, we informed the Consumer that that he had expired funds on account number [redacted] due to no activity on the account since September which we reinstated back to the accountwe transferred the negative balance of $on account number [redacted] *** to account number [redacted] ***A credit in the amount of $has been issued to [redacted] ***.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T [redacted] Agency ???plaints

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