Global Tel* Link Corporation

Review: More often than not the toll free number [redacted] used to add money to your account would be denied by GTL but go through on my credit card. On October 27th I could not get my payment to go through over the phone or the internet and I refused to have a representative add money because they charged $8.15 as opposed to the phone or internet charging $6.95. A supervisor Leandra told me I could place my request online. I tried and this did not work. I spoke to Robin, who was in escalated calls. She was extremely rude, demanded on going through my entire account information including my phone provider and whether it was wireless or not. She also wanted a copy of my billing statement stating it wasn't wireless. She said she put in for a supervisor to call me but it was up to review on whether or not they called me. They did not. I called and got someone else who told me that none of that information was necessary and the problem was I had placed more than $500 on the account in less than 30 days. This took a total of 3 hours.Desired Settlement: I feel that I should be adjusted for some of the inconveniences of the charges and then having to go to [redacted] to send money. I am not able to drive being blind and paralyzed.

Business

Response:

December 16, 2014This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on October 27th 2014 she was unable to make a payment on her account via the GTL website or the IVR because the system was down. [redacted] was forced to go to [redacted] to make a payment. [redacted] feels she should be compensated financially for this inconvenience.GTL sincerely apologizes for the inconvenience of the short time that our system was unavailable to make a payment caused [redacted]; however our records show that [redacted] did in fact make a payment in the amount of $200 via our website on Oct 27th (35:22 PM.We had contacted [redacted] on November 24th to discuss the resolution of her other Revdex.com complaint that she filed prior to this one (Revdex.com #[redacted]) which we advised her that we would close her account as she requested and that we would waive the $5.00 refund processing fee and issue a credit in the amount of $49.15 back to her credit card. The CSR that spoke to [redacted] asked if there was anything else that she needed GTL to do and she replied "no". It is unclear why [redacted] did not mention the problem that occurred on October 27th when she talked to the GTL representative on November 24th and had the opportunity to discuss the problem at that time. Instead [redacted] chose to file a complaint with the Revdex.com on December 3rd 2014.Based on [redacted]'s call records it is possible that the inmate has been released since there haven't been any call attempts since mid-November and she closed her account. It appears that [redacted] will no longer need GTL's services.There will be no financial compensation given to [redacted] at this timeGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi T. 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:On October 27th I could not make a payment, NOT due to the system being down. It took three representatives, one of which Leandra who was a supervisor, to tell me why I could not make a payment. They claimed that I could no longer make payments using my credit card because I had put more than $500 on my account in less than 30 days. Again it had absolutely nothing to do with either system being down. I DID NOT make a payment on their website for $200 on October 27th. I do not have an email confirmation, and more importantly, there is no option to make payments above $100 using their system. This is the first first payment I made by going to [redacted]. In total I was forced to pay in this manner three times. This is a major inconvenience since I am blind and a paraplegic.

Review: After paying for a prepaid phone calls GTL is taking money off the account whether a call is made or not. I made a payment on this day for 25.00 in addition there was a credit for 2.++ on my phone and I did not have the funds to accept a call from my loved one. They take money from these accounts for phone calls and people wonder why they run out of funds so quick with no way to see it for themselves online. This company does not concede to refunds for bad connections and disconnected calls.Desired Settlement: Accountability on the part of this company as to how they are taking my money since I have no other way to talk to my loved one on the phone. Accountability for all of the people who go through this very same issue with this company. More than 100+ complaints that are the same or similar is a blinking red light signaling a problem.

Business

Response:

November 24, 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 deducting money from her account even though she did not accept any calls.We investigated this complaint and contacted [redacted] via telephone on November 21st and explained to her that when she made her $25.00 payment on November 15th a credit card convenience fee of $8.95 should automatically be deducted from the payment; however the system only deducted $4.75 for the convenience fee. On November 16th the system deducted an additional $4.20. we have issued a credit in the amount of $4.20 back to [redacted]'s account because when she called to set up the account she was told that the credit card processing fee was $4.75 not $8.95. In addition we provided [redacted] with GTL mailing address should she choose to make payments on her account using 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 Yours,Kathi TAgency Complaints

Review: This company provides telephone service for the local jail. They set an arbitrary amount of $45 per month for collect calls. Once that amount is met, they basically force you to use their service which is prepaying either $25 or $50 on a credit card if you want to have contact with your loved one. They charge $1.97 just to connect the call and 10 cents a minute after that. The problem is, if you have voicemail, you get charged the connect fee even if you are not home to receive the call. I have contacted this company for the last 2 days, and they refuse to unblock my home phone from receiving collect calls. I can't believe this is legal.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this company to unblock my home phone so that I can receive collect calls from my son.

Business

Response:

September 24, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that we remove the block from her phone so she can receive collect phone calls from her son who is incarcerated in a correctional facility that VAC is the service provider for.We investigated this complaint and our records show that the last call attempt from NYDOC to telephone number [redacted] was on 09/25/2013. Since [redacted] did not state the correctional facility that she is trying to accept calls from we are unable to investigate the rate issue. None of the rates that she stated in her complaint coincides with any rates that VAC uses. We have left a voice message with this information for [redacted] on 09/23/14GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,Kathi TAgency Complaints

Review: I have contacted Global Tel Link on approximately 3-4 occasions and, to date, have not received neither a favorable or equitable solution to to many inconsistencies in their billing practices. As of late, I contacted this company on June 30, 2013 because they basically robbed me of a little over $10 when a loved one contacted me after applying $25 to my account. on that day We were having a conversation via telephone and a recording interrupted such call stating that they were doing so because we were interacting via a "three-way call" which is absolutely not true! Upon telephoning me back the global tel link automated operator informed me that my balance was $10.42! So, in essence they are stating that an approximate 3.5 minute phone call cost me $14.58!! This is ridiculous!! I telephoned the company and the customer service employee, was not only rude, but refused to answer any of my questions nor provide any explanation as to the discrepancy that they overcharged me for a lousy 3 minute phone call. He stated to me that he was not authorized to re-apply the monies back into my account. Upon asking if I could speak to someone who could, I was given the cold shoulder & told that it was their strict policy not to refund any type of monies to my account. I find this practice outrageous and disgraceful. This type of company needs to be investigated and for all intents and purposes be shut down or regulated for their improper billing practices and for the mere fact that they make HUGE profits off of the suffering and helplessness of people who have loved ones in a much undesirable and vulnerable position. Today 7/3/13 I received a call from my loved one and the recording stated that I have no funds available in my account, but upon calling the automated number ###-###-####, I was told that I had a remaining balance of $4.82 remaining on my prepaid account, yet the call was not connected. First, I am requesting that they deposit the discrepancy amount back into my account, or send me a refund for said amounts. I am also requesting that my account be closed and that my credit card and personal information be destroyed. I would no longer like to deal with this company. They are nothing but scavengers to say the least. I will be sending a complaint to the State Attorney Generals Office. Companies such as this should not be able to prey on the poor, weak and disadvantaged people in any walks of life or community. They are rip-off artists who are making money hand over fist off of others misfortunes.Desired Settlement: Uncooperative, horrible, rude, customer service....No desired outcome as of yet.

Business

Response:

Attached is the resolution letter to this complaint.