JFP Ink, Inc

We apologize for the confusion Ms. [redacted] is experiencing. We are Inmate CALLING Solutions, we do not offer services on a monthly basis, we do not provide telephone numbers and we do not accept payments for any account type for more than $50.00+tax. We provide the collect, prepaid telephone service, and Debit Telephone account services. Our website is www.icsolutions.com, the other website is www.[redacted].com. We are not associated with them in any way. If Ms. [redacted] is not getting the proper customer service or refund from the other company, she may want to consider disputing the charges, with her financial institution.

Complaint: [redacted]
I am rejecting this response because: The FCC did not mandate that rates be raised. The mandate was set into place so that companies like IC Solutions had a maximum amount that was ALLOWED to be charged. This was due to the fact that consumers were getting charged outrageous rates for phone calls. According to the FCC (this can be verified on the FCC website directly), $.21 per minute is a rate cap, a maimum amount allowed to be charge. No where does it state that this is a required amount. IC Solutions is simply trying to get as much money as they possibly can, all at the cost of the most vulnerable citizens. IC Solutions has full capabilities of lowing my rate back to what I was originally paying which was $1.50 per 15 minute phone call. This company should be ashamed of their business practices. They certainly make enough money off of us that they don't need to set a 200% rate increase into place. Furthermore, I for one have spent less money with this company now that the rates have been increased. Whereby, I was talking to my loved one an average of 7 times per day = $10.50 per day. I now speak to him 2 times per day = $6.30 per day. That's a LOSS of $29.40 per week for the company, and I am only one consumer. You should really think before trying to steal from your customers, using rate CAPS as an excuse. 
Regards,
[redacted]

The tax is based on the telephone number being funded, as shown in the payments with the tax detail; Sales Tax - Other State DC - DC is Washington DC. Sales Tax State MD; MD is for the state of Maryland. The Fed Universal Service Fund Federal USA is a standard Federal Tax found on all phone bills, not just inmate collect calls provided by ICS. FCC Regulatory Fee (Wireline) Federal USA is also a federally regulated fee found on all phone bills. ICS does not determine the tax information as ICS is subject to county, state, and federal tax regulations.

Ms. [redacted] requested credit for a dropped call on 07/30, due to an agent error, the credit was not posted to Ms. [redacted] account. Ms. [redacted] did not call again until 11/26 when she was issued credit for three calls. Ms. [redacted] has not contacted ICSolutions regarding her phone number [redacted]...

[redacted] since 11/26/14. Ms. [redacted] is funding a Debit Calling account that allows the inmate to contact any person they are authorized to do so. Credit for these calls is typically addressed directly with the inmate and the facility as a debit calling account belongs to the inmate, not the funding party. ICS Dropped Call Policy has been attached. We have confirmed that Ms. [redacted] is using a VoIP provider.

Complaint: 10659542
I am rejecting this response because:
Regards,
Bonnie Jones

Ms. [redacted]' refund was completed 08/15. Her financial institution could take up to 5 days to post it to her account. Refunds are quoted as 7-10 business days because there are hundreds of refunds requested a day, the refunds are not...

done by the agent taking the request. Refunds are completed by the corporate office. The total account balance at the time of refund request was $23.75. The refund fee was waived and the applicable taxes will be applied to the balance. Ms. [redacted] can contact her financial institution with refund authorization code of [redacted]. They may be able to provide a better time line of when they will make the funds available to her.

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]

Complaint: [redacted]
I am rejecting this response because: I do not feel I should have had to go through the hassle of filing a complaint with the Revdex.com in order to get a breakdown of each of these accounts. The first account listed from 2016 I do not know to be my account as I do not recognize the phone number. The second account is my current account and I requested a breakdown of the "taxes" charged on this account from customer service on or about January 5, 2017 to which I was told numerous times that they did not know what that tax breakdown was. The reference number for that call is [redacted] I was also told that there would be an investigation request filed within the company and that someone would contact me back regarding that information. As of today's date (02/01/2017) I have not received that information back from the company, but only found out this information here from the complaint I filed with the Revdex.com. Interestingly enough, the first time I set up the current account with phone number [redacted] I was told my charges were $5.97 as a "posting fee" which I was told was the "standard" amount to post money to any account, the $30 I wished to put as a deposit in the account, and then $7.80 in "taxes" which they could not break down for me, but the next two subsequent times I posted money on the account I was told I was being charged $3.00 as a "posting fee" with the taxes being $6.52 on a $25 deposit on 01/12/2017 and the same on 01/21/2017. I still do not accept the explanation that each individual phone number has to be a separate account as there are other providers that do not conduct business in this way. I have another account with another vendor for another county that allows as many numbers on the account issued to an individual as are requested without any additional charges and there is only one posting fee of $3.00 each time money is posted to the one account that can be used by many different phone numbers avoiding the EXCESSIVE posting and tax amounts for every individual phone number. I feel this is a scam and just a way to needle the individuals out of more and more money to enable them to be able to keep in contact with their loved ones who are incarcerated. I also feel that IC Solutions should make certain their customer service representatives have this breakdown of the charges customers have to pay when questioned as well as any managers in the department as well. I was not able to get any information from anyone I spoke with, representative or manager, the day I called and requested such information. I should not have had to go through all of this in order to get this information.
Regards,
[redacted]

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.   I spoke with my financial institution and they verified that it is Inmate Call Solutions out of San Antonio TX.  Do I have to refile complaint with the
Regards,
[redacted]

This business provides phone services to jails, but they should be the ones locked up for being criminals. Not only do they charge exorbitant rates for their monopoly phone service, they also have intentionally deceptive business practices that result in excessive fees.

They charge $3.15 for the first 15 minutes of a phone call. While that is a ridiculously high amount as it is, they then charge a $6.95 fee for EACH TRANSACTION, plus $2.10 in TAX. So my 15 minute phone call is now $12.20. That's almost a dollar a minute!

They have two types of phone accounts you can fund:
1) you pay for inmate to only be able to call you.
2) you pay for inmate to be able to call any number.

For #2, they will not tell you how much the per minute charges are. They claim this is for "privacy" reasons, because the account funds belong to the inmate. That's BS. They don't tell you because they have fraudulent business practices.

Also, you can request a "refund" of your unused balance for a $2.99 processing fee. They charge you ridiculous fees coming and going. They are taking advantage of having a monopoly contract with the jail, and they can charge whatever fees they want to poor unsuspecting families of inmates. I'm sure the jail is getting plenty of nice kickbacks from these fees, so they are in no position to complain or regulate the situation.

/We apologize for the error and inconvenience. The payment was reversed back to Ms. [redacted] credit card on 08/21 in the full amount of $58.65. Reversal Confirmation Number: [redacted]

Complaint: [redacted]
I am rejecting this response because: I have email confirmation from the company in regards to my payment. The western union office is in a Mexican grocery store and they speak horrible English. I HAVE contacted IC solutions and spoke with [redacted], she refused to help me. I offered to send a copy of the email confirmation of my payment, she said no beef. I still have this if the Revdex.com would like it. 
Regards,
[redacted]

We apologize for any confusion or inconvenience, but ICSolutions has not received any requests from Mr. [redacted] regarding his debit account funds. We have no problem refunding the balance on his account. Legality and policy prevent ICS from refunding an account that belongs to one person based on the statement of another. Mr. [redacted] could have requested the refund while incarcerated. Once the needed information is received from Mr. [redacted], ICS will proceed with the refund process. The debit funding account balance belongs to the inmate, not the funding party. Once those funds post to an inmate account, the funds and all detail belong to the inmate. ICS is not authorized to disclose any information about any account to anyone other than the account holder. Please ensure that Mr. [redacted] mails his request to [redacted]

Complaint: [redacted]
I am rejecting this response because: This reply is ludicrous.  If my son, [redacted], is incarcerated, then I must use my name and telephone number and credit card to open an ICSolutions account for him.  No inmate can do it inside the jail.  I am the paying customer.  I purchased the account for the inmate.  The money on the account then goes to him.  This is how it works.  I was told on the phone by an ICSolutions employee that the money could be refunded because ICSolutions will not transfer funds from one phone account to another.  You have the capability of setting up 2 accounts, one where inmates can call anyone and one account where an inmate can only call collect to one number.  The first account I set up for [redacted] was for him to call me at [redacted].  Then I wanted him to be able to call anyone, but ICSolutions will not transfer the money from one account to another.  That is when I was told the money could be refunded.  [redacted] mailed you a signed request with all the information you requested, but you claim to have not received it.
At first ICSolutions denied that there was an account in our names.  I proved that you were wrong.
Now, ICSolutions denies receiving a letter requesting a refund.  You are not honest.  You cheat inmates out of money owed to them. I am asking that you do the right thing and mail [redacted] a refund for the money left on his phone card.  He had a balance of some $23.85. Here is his mailing address:
[redacted]
Regards,
[redacted]

A review of the account shows that Ms. [redacted] was issued a $15.00 credit by the corporate office call center supervisor on 10/02/17.

Inmate Calling Solutions does not require anyones date of birth for a refund. ICS needs to receive a letter requesting the refund, the facility at which he was located, the inmate ID he was assigned by the facility, mailing address and a contact telephone number. Once this information is received at 2200 Danbury St. San Antonio TX 78217, we will get the refund process started and a check mailed to the address provided.

I have an account set up with this business as my husband is currently in a Transition House. I have been paying $1.50 per 15 minute call for a local number since the first of the year. on 3/17/16 I looked at my account and noticed that I was being charged $3.15 per 15 minute call. I called and spoke with Customer Service and nobody could give me an explanation and I was told to call back the next day when their corporate office was open. The next morning I called again and was notified that ICSolutions did an increase in rates overnight on 3/16 and that they had too many customers to notify them of this increase. So without warning and for no reason I am now forced to pay more than DOUBLE for a LOCAL call. Securus charges $0.54 for a local call! This company should practice better business and stop ripping off hard working people!

A second third review of Ms. [redacted]'s account has been completed. Ms. [redacted] has been credited appropriately. Ms. [redacted] is using a cell phone to receive these inmate phone calls. Inmate Calling Solutions does not issued credit for dropped, lost or disconnected calls on cell phones as we...

cannot guarantee the quality or length of the calls received.

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]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]I had used the live agent to be able to add money for the first time.Following, this I was sent an email receipt.Days later when I need to add more money,I tried the set up account on their web page.The web page, said my email was already in use. This was due to the company sending me a receipt. I was denied the opportunity to do so. I was not able to use the on-line option the entire time my son was in jail using the company's service to talk.I had called to complain and find out why to an agent. The agent was no help in figuring this out. I feel the company has force consumers to pay higher fees by not providing away to sign up for an account if you have been emailed a receipt. This is simply an error by the company and I'm sure many others are suffering.