Legacy Inmate Communications

The phone call was placed to ***They did give me a dollar discount after complainingstill, over dollars for a few minute call, in state, is ridiculousthey advertise cheaper than a collect call, to dial this numberI used a credit cardStill, if they posted a dollar connection fee plus cents/minute, I would not, nor would anyone use their serviceit is a scam and taking advantage of those in need of making emergency callsthey need to advertise their fees, not say 'cheap calls'

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
Regards,
*** ***
the phone number that the call where made to ***

We have issued a refund

Dear Sir or Madam,Enclosed herein, please find our response to Mr***’s complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one Interstate Operator Assisted “Collect” CallThe call in question originated from a privately owned Pay Telephone located in Portsmouth, ILLegacy is contracted by the Pay Telephone Owner to supply Operator Services.Legacy would like to apologize if Mr*** disagrees with the call charges billed to his accountRate Quote options were made available automatically to the consumer before the calls was connectedOption #clearly discloses the per-minute and any other fees associated with the call costProper 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.In appreciation of good customer service, a credit in the amount of $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 ***Sincerely, *** ***Quality Assurance

Dear Sir or Madam:Enclosed herein, please find our response to Mr***’s complaint filed with your office, in which the complainant asserts dissatisfaction incurred for Operator Assisted CallsUnfortunately, we were unable to locate the charges in question since no Billing Information
was disclosed in the documentation sent by the consumerOur office has been trying to make contact with Mr*** to the telephone number supplied in the inquiry *** ***Attempts to reach Mr*** via telephone have rendered no responseIf possible, please have Mr*** contact our office so that we may address her concernsIf you should have any additional questions, please feel free to give me a call at ***

Carla *** - ID # ***RE: Account # ***Legacy Long Distance International Inc(“Legacy”)Dear Sir or Madam,Enclosed herein, please find our response to Ms*** complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one Intrastate
Operator Assisted “Collect” Call The call in question originated from a privately owned Pay Telephone located in Chicago, IL Legacy is contracted by the Pay Telephone Owner to supply Operator Services.Legacy would like to apologize if Ms*** disagrees with the call charges billed to her accountRate 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 accepting Proper branding and greeting is performed on every call processed through our Operator Call Center 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 $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 ***Sincerely, *** ***Quality Assurance

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 apologize, I was not able to review the tariff filed with the state of California when making a call from a rest stopConvenient that its option to hear ratesAgain if the cost was openly advertised, dollar connection fee, no one would make that call, unless they were in prisonits taking advantage, legalized or notOf course I accepted the as something is better than nothing

Dear Sir or Madam:Enclosed herein please find our response to Ms***’s complaint filed with your office, in which she asserts dissatisfaction with charges billed on her accountUnfortunately, we were unable to locate the disputed charges with no billing information disclosed in the
documentation sent by the customerOur office has been trying to make contact with Ms*** to the telephone number supplied in the inquiry (347) 898-Attempts to reach Ms*** via telephone have rendered no responsePlease have the customer reply with current Billing Information (number that received the call and last numbers of credit/debit card used)If there are any remaining questions in regard to this complaint, please feel free to contact me anytime at 800-577-5534Sincerely,

Dear Sir or Madam,Enclosed herein, please find our response to Ms*** complaint filed with your office, in which the complainant asserts dissatisfaction incurred from one Intrastate Operator Assisted “Collect” Call The call in question originated from a privately owned Pay Telephone
located in Ashland, VA Legacy is contracted by the Pay Telephone Owner to supply Operator Services.Legacy would like to apologize if Ms*** disagrees with the call charges billed to her accountRate 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 accepting Proper branding and greeting is performed on every call processed through our Operator Call Center 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 $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 800-577-5534Sincerely, *** ***Quality Assurance

dear Sir or Madam:On behalf of Legacy Long Distance International, Inc(“Legacy”) I am responding to the informal complaint filed by Ms*** in which the complainant asserts dissatisfaction with call charges incurred from an Intrastate Operator Assisted “Collect” callThe call in question
originated from a pay telephone (312)263-*** located at CTA Red Line in Chicago IllinoisLegacy is contracted by the Privately Own Pay Telephone owners to supply Operator Services.The call billed to Ms*** ***s Debit/Credit card was legitimately processed by Legacy Legacy would like to apologize if Ms*** disagrees with the call charges billed to her accountRate Quote options were made available automatically to the consumer before the call was connectedOption #clearly discloses the per-minute and any other fees associated with the call the customer is acceptingProper 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 CenterAs a courtesy to Ms.*** Legacy issued a Full Credit against the disputed callIt is 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 800-577-5534.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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.I am satisfied with their response, but wished to clarify that I was unable to connect with an actual operator and had to select accept through a credit card to accept the callI do not recall an option that disclosed rates or connectivity charges (and my friend was forced to call me times before I figured out how to accept the call) I appreciate the partial rebate as show of good faith.
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
Regards,
*** ***
My credit card was charged mins after the first chargeThe caller who charged it was in California and the call went to a whole other state to a man named ***After I talked with the fraud department with my credit card Legacy Communications shut down the calls I had approved leaving Minutes still available. So why was I not refunded for those minutes not used that I was charged for???

On behalf of Legacy Long Distance International, Inc(“Legacy”) I am responding to the informal complaint filed by Ms***, in which the complainant asserts dissatisfaction with call charges incurred from one Operator Assisted “Collect” Call The call originated from a privately owned Pay Telephone located in the city of Oceanside, CA Legacy is contracted by the pay telephone owner to supply Operator Services.It’s important to note, the call billed on Ms*** telephone number was legitimately processed by Legacy Legacy’s billing records indicate the call in question was process utilizing an Automated Call Processor (ACP)Legacy utilizes Envox interactive voice response software working in synergy with Intel Dialogic Boards (D240JCTTR2U) It is impossible for a call to connect to the destination number without Legacy’s ACP platform receiving a DTMF signal “1” being dialed at the destination pointOur system is designed to only release the call if the “1” key is pressed Actual call “switch records” confirmed the call connected to Ms*** telephone number for authorizationIn appreciation of good customer service, a full credit was issued towards the call charges in question Please allow two (2) billing cycles for the credit to reflect on the Local Telephone Statement It’s 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 ***.Sincerely, *** ***Quality Assurance

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 sent to Legacy a written letter outlining my concern and providing them with the information they requested after I had called themA copy of my phone bill was attached to the fax bearing my billing information As for trying to contact me, I received one call from their number, which I did not recognize and therefore did not answer No message was left I did a reverse number search and determined it was Legacy I will call them tomorrow, 8/25, to respond to their call
Regards,
*** ***

May 6,
Revdex.com
Viewridge Ave #
San Diego, CA
*** *** - ID# ***
RE: *** ***
Legacy Inmate Communications
Dear Sir or Madam,
Enclosed herein, please find our response to Ms***
complaint filed with your office, in which the complainant asserts dissatisfaction incurred Inmate Collect Calls received on her telephone number. The calls in question originated from the New Berry County Jail located in the state of South Carolina. Legacy is contracted by the New Berry County Jail to supply Inmate Telephone Services
When our customers accept calls using the debit/credit card option, Legacy holds a $pre-authorization hold per callAs soon as the call ends, the charge for the actual call will automatically be placed on the card usedIt is important to know that all the single $holds are released and placed back on the debit/credit card that was usedIt is Legacy’s opinion that this is why the customer thinks she is being double charged for every call she is acceptingIf the customer enters the wrong number on the card, than unfortunately she will receive the message “invalid card” but she will not be charge because at that moment the card has already failed validation
It’s Legacy’s sincere hope; this letter answers your inquiry in full and brings closure to this matter. If you should have any additional questions, please feel free to give me a call at ***
Sincerely,
*** ***
Quality Assurance

Stephen *** - ID # ***Legacy Long Distance International Inc(“Legacy”)Dear Sir or Madam:On behalf of Legacy Long Distance International, Inc(“Legacy”) I am responding to the informal complaint filed by Mr*** in which the complainant asserts dissatisfaction with call charges incurred
from twenty three Interstate Operator Service “Collect” Calls The calls originated from a privately owned public pay-telephone located in the city of Washington, DC Legacy is contracted by the Pay Telephone Owner to supply Operator Services.It’s important to note, the calls billed on Mr***’s telephone number were legitimately processed by Legacy Legacy’s billing records indicate the calls in question were processed utilizing our Automated Call Processor (ACP)Rate Quote options were made available automatically to both the caller as well as the end user before the calls were connected Option #clearly discloses the per-minute and any other fees associated with the call cost Legacy follows and is in compliance with all State and Federal regulations on every call completed through our Operator Center.Legacy’s Billing Record indicates that the LEC issued an adjustment towards the charges in the amount of $Legacy will not be issuing any additional credits It’s Legacy’s sincere hope; this letter answers your inquiry in full and brings closure to this matter If you should have any additional questions, please feel free to give me a call at 800-577-5534.Sincerely,*** ***Quality Assurance

July 10, 2015
 
 
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA 92123
 
 
[redacted] – ID# [redacted]
Legacy Long Distance International Inc. (“Legacy”)
 
 
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 call in question originated from a privately owned public pay-telephone located in El Cajon, CA.  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 California.  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 full 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 800-577-5534.
 
 
Sincerely,
 
 
[redacted]
Quality Assurance

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.
" 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."After I made the call, I walked around and found all other clustered phones belonging to your company far from the one I used have signs showing the rate using cards. The site I used is the only one missing the sign, which is apparently a mistake made by your company. Without a sign, I assumed the rate is the same as using coins and didn't bother to use the Rate Quote option."Proper branding and greeting is performed on every call processed through our Operator Call Center. Option #4 clearly discloses the per-minute and any other fees associated with the call the customer is placing."I didn't hear from the phone about the rate before I dialed the number. I only heared the rate after making the call. How can I know Option #4 will do this without a proper sign? 
Regards,
[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 #* 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 #** to check the rates.  [redacted] in Legacy’s Customer Service Department had also talked to me of the non-existent “option #** 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 #* to accept the call and option #* to deny the call.  I waited on the line to hear option #* or option #* but they never came on.  After being given option #* and option #* three times I finally picked option #* 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 #* and option #*.  There never was an offer of an “option #** 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]

June 22, 2015
 
 
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA 92123
 
 
[redacted] (ID# [redacted])
RE: (415) 641-5184Legacy 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 she asserts dissatisfaction with charges incurred for Operator Assisted Calls charged to her phone bill. 
 
It is important to note, the calls billed on Ms. [redacted]’s telephone number were legitimately processed by Legacy.  Proper audible branding is played on every call to both the calling party as well as the end user.  Further; as part of regulatory requirements, rate quote information is made available to either party on every call.  In this case, no rating information was requested by either party prior to the Automated System releasing the calls. The message clearly indicates that the incoming call is a “collect call” and clearly notifies that “charges” will be applied upon the acceptance of the call.
 
 
At this time, no adjustments were issued towards the calls in question since Legacy’s billing records confirm that Ms. [redacted] received a very generous credit from Legacy in the amount of $272.81.  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
 
 
File:         Revdex.com – [redacted]