Legacy Inmate Communications

[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 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,
[redacted]

420g [redacted] - ID # [redacted]Account# [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 from Legacy’s response to his initial dispute. Rate Quote options were made available automatically to the consumer before the call was connected.  Option #4 clearly discloses the per-minute and any other fees associated with the call the customer is placing. An additional 25% credit was issued towards the call charges in question. It’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 [redacted].Sincerely, [redacted]Quality Assurance

Dear Sir or Madam,Enclosed herein, please find our response to Ms. [redacted] complaint filed with your office, in which the complainant asserts dissatisfaction incurred from two Intrastate Operator Assisted “Collect” Calls.  The calls in question originated from the Burbank Police...

Department.  Legacy is contracted by the Facility to supply Operator Services.Legacy would like to apologize if Ms. [redacted] disagrees with the call charges billed to her 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 consumers before the calls were connected.  Option #4 clearly discloses the per-minute charge 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, Legacy issued a 35% credit adjustment towards the call charges in question.  Please allow 7-10 business days for the credit to reflect on the Statement.  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 800-577-5534.Sincerely, [redacted]Quality Assurance

I only referenced my son because he was the one making the collect call.  He is not the one submitting the complaint. I 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.

April 3, 2015
 
 
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA 92123
 
 
[redacted] – ID# [redacted]
RE: [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 (1) Operator Assisted call.  The call in question originated from a privately owned public pay-telephone located in Big Sur, CA.  Legacy is contracted by the Pay Telephone Owner to supply Operator Services.
 
Our records indicate that Ms. [redacted] contacted Legacy on April 1, 2015 to inquire about the charges on her debit/credit card for the call she placed using our services. Ms. [redacted] was given a full refund on April 1, 2015 prior to her filing the complaint with the Revdex.com. She was made aware that the refund can take 7 to 10 business days to reflect on her account.
 
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,
 
 
[redacted]
Quality Assurance

June 27, 2015
 
 
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA 92123
 
 
[redacted]
RE: [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 (1) Operator Assisted call. 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 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

In response to the email I received about complaint #[redacted], I am attaching my last 4 digits of the debt card I used for the transactions and all of the attempted phone numbers.Debit Account Last Four Digits:[redacted]Phone Calls on 03/20/2017: (508) [redacted] (Connected, phone call lasted under a minute and cost $29.76) [redacted]
[redacted]Out of the last 3 numbers, none connected as dialed. I was refunded 2 of them but still have a charge of $23.07 on my accountI hope this resolves any issues and feel free to let me know if there's anything else I can do.

Revdex.com:
The phone number I was calling was [redacted]The Credit card was [redacted]
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.THe Business (Legacy communications) is requesting the following information from me (customer) in order to investigate the issue: last 4 digits of the card used: [redacted].  Last 4 digits of phone number dialed: [redacted] Regards,[redacted]

January 30, 2015
 
 
Revdex.com
 
 
Tuck Putnam – ID# [redacted]
Legacy Long Distance International, Inc. (“Legacy”)
 
 
Dear Sir or Madam,
 
 
Legacy would like to apologize if [redacted] disagrees with the call charges billed on his account.  Rate Quote options were made available automatically to the consumers before the call was connected.  Option #* clearly discloses the per minute 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, Legacy has applied a full credit towards the charges in question.  Please allow 7 to 10 business days for the credit to reflect on the Credit/Debit Card statement.  It’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 [redacted]
 
 
Sincerely,
 
 
[redacted]
Quality Assurance
 
 
File:         Revdex.com – [redacted]

Dear Sir or Madam:Enclosed herein please find our second response to Ms. [redacted]’s complaint filed with your office, in which she asserts dissatisfaction with charges billed on her account. Like we stated in the first response, we were unable to locate the disputed charges. Please have the customer reply with current Billing Information (number that received the call and last 4 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-[redacted]
Sincerely, [redacted]Quality Assurance

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 #4 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 Center. Legacy 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, 2016. 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

July 21, 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]’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 #4 clearly discloses the per-minute rate and any other fees associated with the call the customer is placing. 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 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 800-577-5534.
 
 
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 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,
[redacted]

January 9, 2015Revdex.com4747 Viewridge Ave # 200San Diego, CA 92123[redacted] Case # [redacted]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 [redacted], in which the complainant asserts dissatisfaction with call charges incurred from one (1) Operator Assisted “Collect” Call. Legacy is contracted by the pay telephone owner to supply Operator Services.It is important to note the call billed to [redacted]’s telephone number was legitimately processed by Legacy. Legacy’s billing records indicate the call in question was process utilizing an Automated Call Processor (ACP). It is important to note the calls processed through an ACP unit, someone must physically press “1” on the phone’s keypad to accept call charges. Legacy utilizes Envox 6.0 interactive voice response software working in synergy with Intel Dialogic Boards (D240JCTT1 R2U). It is impossibility for a call to connect to the destination number without Legacy’s ACP platform receiving a DTMF signal “1” being dialed at the destination point. Our system is designed to only release call if the “1” key is pressed. Further, Actual Call “switch records” confirm each call connected to [redacted]’s telephone number for authorization. Our records indicate that a full credit was issued by the customers Telephone Company. 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 [redacted].Sincerely, [redacted]Quality AssuranceFile: Revdex.com – [redacted]

January 8, 2015Revdex.com4747 Viewridge AveSuite 200San Diego, CA 92123[redacted] 
Case # 1[redacted]Legacy Long Distance International, Inc. (“Legacy”)Dear Sir or Madam:Enclosed herein, please find our response to Ms. Fell’s complaint filed with your office, in which the...

complainant asserts dissatisfaction incurred from one (1) Operator Assisted call. 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 account. In order to process debit/credit card calls, Legacy has to pre-authorize the account for $1.00 to insure the card is active. Once Legacy captures and settles the transaction for the call cost, the hold is release immediately and the customer receives the $1.00 dollar hold back on the account. In appreciation of good customer service, a full credit was issued towards the calls in question. Please allow a billing cycle for the credit to reflect on the Credit/Debit Card Statement. It’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, [redacted]Quality Assurance

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 four Operator Assisted “Collect Calls”. The calls in question originated from a privately owned Pay Telephone located in the...

City of Kernville, 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.  Rate Quote options were made available automatically to the consumer before the calls were connected.  Option #4 clearly discloses the per-minute rate and any other fees associated with the call the customer is placing. Legacy follows and is in compliance with all State and Federal regulations on every call completed through our operator center.The customer received a credit in the amount of $43.16 that was issued on 7/12/2016. An additional credit in the amount of $21.58 will be applied back into the credit/debit card. Please allow 7 business days for the credit to reflect on the account. It’s Legacy’s sincere hope that this letter answers your inquiry in full and brings closure to this matter.Sincerely,[redacted]Quality AssuranceFile: Revdex.com – [redacted]

May 20, 2015
 
 
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA 92123
 
 
[redacted]
ID# [redacted]
RE: [redacted]
Legacy Long Distance International Inc. (“Legacy”)
 
 
Dear Sir or Madam,
 
Enclosed herein, please find our...

response to Ms. [redacted] complaint filed with your office, in which the complainant asserts dissatisfaction incurred from two Operator Assisted calls. The calls in question originated from a privately owned public pay-telephone located in the lobby area of the Transition Two Rivers Treatment Center in Covington, KY.  Legacy is contracted by the Pay Telephone Owner to supply Operator Services.
 
Our records indicate that on May 19, 2015 Ms. [redacted] was given a full refund as a one time courtesy. We made her aware that the FCC cap rates for Inter-State calls only applies to calls made from phones inside correctional facilities. She was made aware that the refund can take 7 to 10 business days to reflect on her account.
 
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 [redacted].
Sincerely,
 
 
[redacted]
Quality Assurance

[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 he asserts dissatisfaction with charges billed on his account. Unfortunately, we were unable to locate...

the disputed charges with no billing information disclosed in the documentation sent by the customer. Please have the customer reply with current Billing Information (number that received the call and last 4 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, [redacted]Quality AssuranceFile: Revdex.com – [redacted]

June 12, 2015
 
 
Revdex.com
 
 
[redacted] (ID# [redacted])
RE: (925) 914-7034Legacy 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 billed on her mother’s account.  Unfortunately, we were unable to locate the disputed charges with the telephone number provided [redacted]. Please have the customer reply with current Billing Information.  If there are any remaining questions in regard to this complaint, please feel free to contact me anytime at [redacted]
 
 
Sincerely,
 
 
[redacted]
Quality Assurance
 
 
File:      Revdex.com – [redacted]