Legacy Inmate Communications

Dear Sir or Madam:On behalf of Legacy Long Distance (“Legacy”) I am responding to the complaint filed by Mr [redacted] , in which the complainant asserts dissatisfaction with call charges incurred from one Intrastate Operator Assisted Call Legacy would like to apologize if Mr [redacted] disagrees with the call charges billed on his account It is important to note, the rate applied towards the calls in question can be found in our approved tariff filed with the state of California Rate Quote options were made available automatically to the consumer before the call was connected Option #clearly discloses the per-minute and any other fees associated with the call the customer is placing Proper branding and greeting is performed on every call processed through our Operator Call CenterLegacy follows and is in compliance with all State and Federal regulations on every call completed through our operator center.Our records indicate that the customer received a 25% ($6.51) adjustment on June 6, It is our sincere hope this letter answers the inquiry in full and brings closure to this matter If there are any remaining questions in regard to this complaint please feel free to contact me anytime 800-577-5534.Sincerely, [redacted] ***Quality Assurance

October 6, Revdex.com Viewridge Ave Suite San Diego, CA 92123- [redacted] – Case ID # [redacted] RE: Card Ending in [redacted] Legacy Long Distance International Inc(“Legacy”) Dear Sir or Madam, Enclosed herein, please find our response to Ms [redacted] ’s complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one Interstate Operator Assisted call The call originated from a privately owned public pay-telephone located at Dulles International Airport in the city of Dulles, VA Legacy is contracted by the Pay Telephone Owner to supply Operator Services Legacy would like to apologize if Ms [redacted] disagrees with the call charges billed on her Debit/Credit Card account The rate applied towards the call in question can be found in our approved tariff filed with the FCC Rate Quote options were made available automatically to the consumer before the call was connected Option #clearly discloses the per-minute and any other fees associated with the call that is being accepted As a consumer, the customer also has the right to request a rate quote before the call is placed Proper branding and greeting is performed on every call processed through our Operator Call Center Dialing instructions are provided to each payphone and are utilized to instruct the customer on how to properly place their desired call These instructions are posted in the front face plate of the payphone Legacy follows and is in compliance with all State and Federal regulations on every call completed through our operator center In appreciation of good customer service, a 25% credit was issued towards the call in question Please allow a billing cycle for the credit to reflect on the Credit/Debit Card Statement It’s Legacy’s sincere hope that this letter answers your inquiry in full and brings closure to this matter If you should and further questions, please feel free to give me a call at ###-###-#### Sincerely, [redacted] Quality Assurance

Revdex.com: The phone number I was calling was [redacted] The Credit card was [redacted] Regards, [redacted]

March 31, 2015 RevDex.com 4747 Viewridge Ave # 200 San Diego, CA 92123 [redacted] – ID# [redacted] Dear Sir or Madam, Enclosed herein, please find... our response to Mr. [redacted] complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one (1) Operator Assisted call. The calls in question originated from a privately owned public pay-telephone located at the Super Stop & Shop in Framingham, MA. Legacy is contracted by the Pay Telephone Owner to supply Operator Services. Legacy would like to apologize if Mr. [redacted] disagrees with the call charges billed on his account. The rate applied towards the calls in question can be found in our approved tariff filed with the State of Massachusetts. Rate Quote options were made available automatically to the consumer before the call was connected. Option #4 clearly discloses the per-minute rate and any other fees associated with the call the customer is placing. As a consumer, the customer also has the right to request a rate quote before the call is placed. Proper branding and greeting is performed on every call processed through our Operator Call Center. Dialing instructions are provided to each payphone and are utilized to instruct the customer on how to properly place their desired call. These instructions are posted in the front face plate of the payphone. Legacy follows and is in compliance with all State and Federal regulations on every call completed through our operator center. In appreciation of good customer service, a credit in the amount of $16.09 was issued towards the call in question. Please allow a billing cycle for the credit to reflect on the Credit/Debit Card Statement. It’s Legacy’s sincere hope that this letter answers your inquiry in full and brings closure to this matter. If you should and further questions, please feel free to give me a call at [redacted] . Sincerely [redacted] Quality Assurance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved I will take my 50% refund Regards, [redacted]

I only referenced my son because he was the one making the collect call He is not the one submitting the complaintI am submitting my complaint because #1) we got a first call and when we were asked to put in a credit card number it did not indicate what the charge would be#2) we had issues inputing the credit card#3) he then used a card to make the call (the card is on our account)In either case, there was no indication of the outrageous charge for the call

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [This is not true no contacted me my phone is near all the time ,they ask for number I used it was [redacted] and the last four digits of my card is ***] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedHowever, I would like to note that there was NO ONE at home on of the dates chargedThis phone number is my mother's and she was in the hospitalAgain, NO ONE was there to accept a call, press "1" or even pick up the receiver! The answering machine was on, which is the only way this call even got connectedThe machine has since been turned offYour customer service rep was VERY rude; interrupting me before I had even explained the situationIt's very sad that a customer has to go to these lengths to be heard Regards, [redacted]

July 21, Revdex.com Viewridge Ave # San Diego, CA [redacted] – ID# [redacted] Legacy Long Distance International Inc(“Legacy”) Dear Sir or Madam, Enclosed herein, please find our response to Mr [redacted] ’s complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one (1) Operator Assisted call The call in question originated from a privately owned public pay-telephone located at the Catalyst Behavioral Services in Enid, OK Legacy is contracted by the Pay Telephone Owner to supply Operator Services Legacy would like to apologize if Mr [redacted] disagrees with the call charges billed on his account The rate applied towards the calls in question can be found in our approved tariff filed with the State of Oklahoma Rate Quote options were made available automatically to the consumer before the call was connected Option #clearly discloses the per-minute rate and any other fees associated with the call the customer is placingLegacy follows and is in compliance with all State and Federal regulations on every call completed through our operator center In appreciation of good customer service, a 35% credit was issued towards the call in question Please allow a billing cycle for the credit to reflect on the Credit/Debit Card Statement It’s Legacy’s sincere hope that this letter answers your inquiry in full and brings closure to this matter If you should and further questions, please feel free to give me a call at 800-577- Sincerely, [redacted] Quality Assurance File: Revdex.com – [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Included in the response from Legacy is the following statement: Further; as part of regulatory requirements, rate quote information is made available to either party on every call Option # [redacted] clearly discloses the per-minute and any other fees associated with the call the customer is placing Therein lies one of the problems I have with the Company aside from their exorbitant fees The statement, if true would have resolved the situation as I would never have accepted the calls if I had known the rates But I was never given an “option # [redacted] to check the rates [redacted] in Legacy’s Customer Service Department had also talked to me of the non-existent “option # [redacted] and insinuated that it was my fault for not listening to it So the next time my wife called I listened I was given option # [redacted] to accept the call and option # [redacted] to deny the call I waited on the line to hear option # [redacted] or option # [redacted] but they never came on After being given option # [redacted] and option # [redacted] three times I finally picked option # [redacted] to deny the call I was then greeted with a message asking me if I really wanted to deny the call from my wife followed by a repeat of option # [redacted] and option #* There never was an offer of an “option # [redacted] or any other way to understand the charges I feel I was taken advantage of regarding the rates and I feel like I was lied to regarding my ability to have known the rates I am not satisfied with Legacy’s response Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meIn reviewing my current credit card statement, I see that the charge from Legacy was refunded in full on July 30, I appreciate this action, but regret that Legacy is unable to offer more reasonable pay phone rates for all of its customers, not just the ones that complainRegards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Luckily Legacy credited a full refund to my credit cardHowever, they make no mention of changing their current business practices Legacy needs to be up front about the costs of their pay phone services when using a credit cardThe costs of the phone call made with a credit card should be printed on the pay phone and/or announced at the start of the phone tree when dialing *Until Legacy changes their current business practices, unknowing consumers will continue to be scammed by this company Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Your claim that "dialing instructions are provided to each payphone and are utilized to instruct the customer on how to properly place their desired callThese instructions are posted in the front face plate of the payphone." are simply not trueI have included a picture of the front face plate.I find the business practice to be entirely underhanded and hope your business's reputation will preclude you from continuing these type of charges in the future
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have called numerous times to get my money back that is needed for bills I was never told the amount I would be charged otherwise I would have never accepted these crazy amountsEvery operator would either connect the csll or disconnect when I asked it is unacceptable and I want my money back I will Persue until I get my money
Regards,
*** ***

Enclosed herein, please find our response to Mr*** complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one (*) Operator Assisted callsThe calls in question originated from a privately owned public pay-telephone located at *** Highway * at the
Meadowmont CenterLegacy is contracted by the Pay Telephone Owner to supply Operator Services.Legacy would like to apologize if Mr*** disagrees with the call charges billed on his accountThe rate applied towards the calls in question can be found in our approved tariff filed with the FCCProper audible branding is played on every call to both the calling party as well as the end userFurther; as part of regulatory requirements, rate quote information is made available to either party on every call Option #* clearly discloses the per-minute and any other fees associated with the call the customer is placingIn this case, no rating information was requested by either party prior to the Operator releasing the callLegacy follows and is in compliance with all State and Federal regulations on every call completed through our operator center.In appreciation of good customer service, a 50% credit in the amount of $7*.9* was issued towards the charges in questionPlease allow up to business days for the credit to reflect on the accountIt’s our sincere hope that this letter answers the inquiry in full and brings closure to this matterIf there are any remaining questions in regard to this complaint please feel free to contact me anytime 800-577-55**.Sincerely,*** *** Quality Assurance

Dear Sir or Madam,Enclosed herein, please find our response to Mr*** complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one (*) Operator Assisted calls The calls in question originated from a privately owned public pay-telephone located at *** Highway * at the Meadowmont Center Legacy is contracted by the Pay Telephone Owner to supply Operator Services.In appreciation of good customer service, the remaining charge in the amount of $7*.9* was issued towards the charges in question Please allow up to business days for the credit to reflect on the account It’s our sincere hope that this letter answers the inquiry in full and brings closure to this matter If there are any remaining questions in regard to this complaint please feel free to contact me anytime 800-577-55**.Sincerely,*** *** Quality Assurance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I have to make it clear that I was never given the option to inquire about the rates before accepting the call, I
answered the call and was directly asked by operator to accept or reject taking a collected call, with no other optionsI will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Sir or Madam:Enclosed herein, please find our response to Ms***’s complaint filed with your office, in which the complainant asserts dissatisfaction from Legacy’s response to his initial disputeRate Quote options were made available automatically to the consumer before the call was connected Option #clearly discloses the per-minute and any other fees associated with the call the customer is placingAn additional 25% credit was issued towards the call charges in questionIt’s Legacy’s sincere hope; this letter answers your inquiry in full and brings closure to this matter If you should and further questions, please feel free to give me a call at 800-577-5534.Sincerely, *** ***Quality Assurance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, the phone number listed on the bill is *** *** for *** *** not *** ***
Regards,
*** ***, Daughter/Care Provider for *** ***