Legacy Inmate Communications

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.First of all, my complaint was made at least a year ago and I believe more than 2 years ago.  Second, my son was an inmate and had no other option of communicating with his family but using the Legacy service.  This company (and the city that entered into the contract with them) should be ashamed of taking advantage of incarcerated people and their families who have no other option but to pay their usurious prices in order to maintain what can be vital communication lines.
Regards,
[redacted]

October 6, 2014
Revdex.com
4747 Viewridge Ave
Suite 200
San Diego, CA  92123-1688
[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 #4 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

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 a privately owned Pay Telephone...

located in Hurlock, MD.  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 to her account. Rate Quote options were made available automatically to the consumer before the calls were connected.  Option #4 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 $21.58 was issued towards the charges in question.  Please allow up to 7 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, [redacted]Quality AssuranceFile: Revdex.com – [redacted]

[redacted] ID # [redacted]RE: [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 calls in question originated from a privately owned public pay-telephone located at [redacted]. 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 FCC. 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 Option #4 clearly discloses the per-minute and any other fees associated with the call the customer is placing. In this case, no rating information was requested by either party prior to the Operator releasing the call. 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 50% credit in the amount of $16.02 was issued towards the charges in question. Please allow up to 7 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[redacted]Sincerely,
[redacted] Quality Assurance

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 account. Unfortunately, we were unable to locate the disputed charges with no billing information disclosed in the...

documentation sent by the customer. Our office has been trying to make contact with Ms. [redacted] to the telephone number supplied in the inquiry [redacted]. Attempts to reach Ms. [redacted] via telephone have rendered no response 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

October 20, 2015
Revdex.com
[redacted] – ID # [redacted]
RE: [redacted] 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 three Operator Assisted calls. The calls in question originated from a privately own Pay Phone located at the [redacted]. The customer placed 3 credit card calls to the following numbers; [redacted] & [redacted] switch records indicate that all 3 calls connected to the destination numbers. The posting of $0.50 on the Pay Phone applies for all “coin usage calls” only and it clearly states that on the phone. Our billing records indicate that the customer was charged only for 2 calls (Amounts $ 21.58 & $21.58) the third transaction in the amount of $27.54 was not captured, the transaction was declined and Legacy has not been able to collect for the unpaid call.
Legacy would like to apologize if Mr. [redacted] disagrees with the call charges billed on her account.  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 credit was issued for one call in the amount of $21.58.  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
File:      Revdex.com – [redacted]

July 30, 2015
 
 
Revdex.com
 
 
[redacted] – ID # [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 Rock Creek Lakes Resort in the state of California.  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 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 in compliance with all State and Federal regulations on every call completed through our operator call 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
 
 
File:      Revdex.com – [redacted]

March 31, 2015
 
 
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA 92123
 
 
 [redacted] – ID# [redacted]
[redacted]
[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

October 16, 2015
Revdex.com
[redacted] – ID # [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 she asserts dissatisfaction with...

charges billed on her 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 [redacted]
Sincerely,
[redacted]
Quality Assurance
File:      Revdex.com – [redacted]

[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 she asserts dissatisfaction with charges billed on her Credit/Debit Card Statement.  Unfortunately, there...

was no Billing information disclosed in the documentation supplied by your office.  Without proper billing information we cannot investigate the charges in question.  Please reply with proper Billing (Credit Card Number and/or Destination Number) information or notify Ms [redacted] of our request.If there are any remaining questions in regard to this complaint, please feel free to contact me anytime at 800-577-5534.Sincerely, [redacted]Quality Assurance

November 26, 2014
 
Revdex.com
4747 Viewridge Ave
Suite 200
San Diego, CA  92123-1688
 
 
[redacted] – Case ID # [redacted]
RE: [redacted]Legacy Long Distance International Inc. (“Legacy”)
 
 
 
 
 
 
Dear Sir or...

Madam:
 
Enclosed herein please find our response to Mr. [redacted] informal complaint filed with your office in which the complainant asserts dissatisfaction with call charges incurred from twelve (12) Operator Assisted “Collect” calls.  Legacy is contracted by the Pay Telephone Owner to supply Operator Services.
 
The calls billed to Mr. [redacted] telephone number were legitimately processed by Legacy.  It is important to note that the calls in question were processed at a Pacific Standard Time (PST).  Legacy’s billing records indicate the calls in question were processed utilizing our Automated Call Processor (ACP).  Legacy can not retrieve the name of the person accepting call charges when the collect call is processed through the automated system; however, it is important to note that 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.  Actual call “switch records” indicate each call connected to Ms. [redacted] telephone number for authorization.  . 
 
As a courtesy to Mr. [redacted], Legacy issued full credits against all disputed calls and placed a collect call block to prevent future collect call billing to his telephone number.  It is 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
 
 
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.
[This is not true no contacted me my phone is near all the time ,they ask for number I used  it was 7[redacted] and the last four digits of my card is [redacted]]
Regards,
[redacted]

Enclosed herein, please find our response to Ms. [redacted]’s complaint that was filed with your office in which the complainant asserts dissatisfaction incurred from a Pre-Paid account she set up to be able to take collect calls from an inmate at The City OF [redacted]...

[redacted]  The account was open and activated on August 8, 2017. Ms. [redacted] funded the account several times. Legacy Inmate Communications has provided and rendered a service to the account owner by allowing calls to be received at the following telephone number; (513)704-4353 It is important to note, the call billed on Ms. [redacted]’s Credit/Debit account was legitimately processed by Legacy.  Proper audible branding is played on every call to the receiving party.  Further; as part of regulatory requirements, rate quote information is made available to the receiving party on every call by either a Live Operator or by pressing the 4 on the phone’s keypad.  In this case, no rating information was requested by Ms. [redacted] prior to the Operator releasing the call. Unfortunately at this time, no credit was issued towards the call in question. Ms. [redacted] has already filed a Charge back with her bank.  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 800-577-5534. Sincerely,

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. In reviewing my current credit card statement, I see that the charge from Legacy was refunded in full on July 30, 2015. 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 complain. Regards,
[redacted]

June 27, 2016
 
 
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA  92123
 
 
[redacted] [redacted] [redacted] [redacted] [redacted]
 
 
 
 
Dear Sir or...

Madam,
 
Enclosed herein, please find our response to Ms. Trachman’s 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 a privately own Pay Telephone located in Norwalk, California.  Legacy is contracted by the Pay Telephone Owner to supply Operator Services.
 
 
Legacy would like to apologize if Ms. Trachman 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 consumer before the calls were connected.  Option #4 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 full credit was issued towards the charges in question.  Please allow two (2) billing cycles for the credit to reflect on the Local Telephone 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 [redacted]
 
 
Sincerely,
 
*
[redacted]
*
*
[redacted]         [redacted] [redacted]

November 3, 2014
Revdex.com
4747 Viewridge Ave
Suite 200
San Diego, CA  92123-1688
[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 Mr. [redacted]’s complaint filed with your office, in which the complainant asserts dissatisfaction incurred from four Interstate Operator Assisted calls.  The calls originated from a privately owned public pay-telephone located at the Florida Center for Recovery in the city of Fort Pierce, FL.  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 FCC.  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.  As a consumer, the customer also has the right to request a rate quote before the call is placed or before is accepted.  Proper branding and greeting is performed on every call processed through our Operator Call Center. 
The single $1.00 transactions are pre-authorization holds. The customer will automatically receive credits once the hold is release, generally taking 2-5 business days.
Unfortunately at this time, no credits were 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 ###-###-####.
Sincerely,
[redacted]
Quality Assurance
File:      Revdex.com – [redacted]

February 2, 2016
Revdex.com
4747 Viewridge Ave # 200
San Diego, CA  92123
[redacted] [redacted] [redacted] [redacted]
Legacy Inmate Communications
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 Intrastate Operator Assisted “Collect” call. The call in question originated from the [redacted] Police Department in Texas. 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 call in question can be found in our approved tariff filed with the State of Texas.  Rate Quote options were made available automatically to the consumers before the call was connected.  Option #4 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, Legacy has canceled the closing fee and a credit in the amount of $5.99 will be issued back on the debit/credit card.  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 [redacted].
Sincerely,
[redacted]
File:      Revdex.com – [redacted]

Legacy would like to apologize if Mr. [redacted] disagrees with the call charges billed to his account. Rate Quote options were made available automatically to the consumer 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.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 [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.
 I will take my 50% refund .  Regards,
[redacted]

[redacted]g [redacted] - ID # [redacted]Account# [redacted]Legacy Long Distance International, Inc. (“Legacy”)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% ($2.75) adjustment on June 7, 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 AssuranceFile: Revdex.com – [redacted]