Telmate, LLC

[redacted]
 
[redacted]
 
RE:      [redacted]
ID#: [redacted]
 
Dear Revdex.com Inc.,
 
This is in response to your letter dated August 3, 2017. Telmate...

provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer’s complaint and detailed below.
 
[redacted] refers that we took her money. When an account has no activity for 3 months or more the account becomes inactive and the funds are placed on a prepaid calling card account.  The last time this account was used was February 8, 2017 so on June 30, 2017 the account was placed on inactive status. The account shows inactive and the funds are transferred to the prepaid calling card account. The funds will stay there unless the customer calls and reactivates the account again, where at that time the funds are transferred back to an active account.
  When [redacted] called this was not explained to her, as the customer service representative she had was a trainee. For this we apologize for the confusion and misinformation. This representative has been educated on where to look and to explain how this works.
 
As far as a refund, below is the refund policy
The refund policy for this facility is -if the funds are $50 or more a refund will be processed back to purchaser in the means it was made minus a $10 processing fee. If the funds were a cash deposit then a check will be issued.  If less than $50.00, the remaining funds are issued in the form of a prepaid calling card which is what they purchased- phone time.
In the faith of goodwill we have refunded $37.77 back to card ending 9837.
 
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
 
Please feel free to contact me at [redacted] if you have any questions or need additional information.
                                        ...⇄
 
Best regards,
 
[redacted]Supervisor

Initial Business Response /* (1000, 8, 2014/11/21) */
November 21, 2014
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted], [redacted]
Dear Revdex.com,
This is in response to your letter dated November 05,2014. Telmate provides telephone...

services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
On November 20th, XXXX XXAM MST, I contacted [redacted] to get more details on the account.
[redacted] provided credit card number ending in [redacted] as the card used to deposit funds to commissary for [redacted], [redacted] housed in Eastern Oregon Correctional Institution.
Customer card ending in [redacted] was declined in our system multiple times therefore were held pending in customers account. The transactions have been dropped off the customers account.
No refund available to process.
Card Sale Failed XXXXXXXXXX
[redacted] 10/20/2014
6:49:32 PM 19.50
Card Sale Failed XXXXXXXXXX
[redacted] 10/20/2014
6:50:54 PM 19.50
Card Sale Failed XXXXXXXXXX
[redacted] 10/20/2014
6:51:48 PM 19.50
Card Sale Failed XXXXXXXXXX
[redacted] 11/6/2014
12:24:44 AM 45.01
Card Sale Failed XXXXXXXXXX
[redacted] 11/6/2014
12:25:01 AM 45.01
Card Authorization Failed XXXXXXXXXX
[redacted] 11/9/2014
4:41:26 PM 5.77
Card Authorization Failed XXXXXXXXXX
[redacted] 11/13/2014
10:46:36 PM 5.7
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at [redacted] if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor

Telmate is total rip off!! My son was in jail 2 years ago and someone put funds in his account and now they disputed them.!! So his account is flagged fraud for life. I have ask for the records where my son requested that this person put fraudulent money in his account and the fraud department said it doesn't mater if he said that or not the account is marked flagged for fraud...so I can NOT us my home computer to request a visitation or do anything on the telmate site. I have called a least 50 times to request how to file a complaint and they will not tell me. The girl [redacted] (she would not give me her last name) that I spoke who was manger of the fraud department said there is nothing they can do so I said all you did is tell me same thing that every one else has said I ask her did you put me on mute while I explained everything to you she said pretty much she said he is guilty by association REALY!!!!!!!!!!!! !!! I offer to pay the charges that they are talking about nope cant do that either!!!WHAT GREAT CUSTOMER SERVICE!!! again I want someone to allow me to file a formal complaint and dispute the fraud charges REALY!!!!!!!!!!!! IS IT THAT HARD!!!!!! If I do not get a response I will file a complaint every day with the [redacted] until I can at least file a formal complaint!

Initial Business Response /* (1000, 5, 2016/01/27) */
January 27th, 2016
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated January 12th, 2016. Telmate provides...

telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Inmates at Rock County Jail are provided with 1 free local visit per week.
The only guaranteed way for a free visit to take place is for the inmate to book visit vs suggesting a visitation. When customers schedule a local visit they are subject to a charge of 7.50 per visit.
Our system does provide the cost of the visitation prior to accepting.
In the faith of goodwill we are refunding $7.50 to the customers prepaid account # XXXXXXXXXX
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am happy with the response and resolution proposed by Telmate. I was seeking a refund for $7.50 for a charge that was not clearly explained.
It would be highly beneficial to Telmate's customers for them to post this (among many other) policies on their website or give this information to inmates who use their services. A lot of these policies are only discovered by customers through trial and error and are then forced to spend time on the phone waiting to speak with customer service for further explanation, only to find that their money was wasted and could have been saved if the visit was initiated at the other end. Without clear explanation, it leaves customers frustrated and confused and leaves us with the impression that Telmate does not have the best interests of their customers in mind. These are families who are already experiencing a difficult time and it makes it harder having to deal with losing so much money.
I very much appreciate the refund and hope that Telmate takes my further ideas into consideration, as it would highly improve the user-friendliness of the website, increase customer satisfaction, reduce call volume and complaints on their end, reduce frustration and show that Telmate does care about more than making money.
As a computer programmer myself and someone who uses their website and mobile app on a daily basis, they would really benefit from having someone like me to help them find and fix the issues with the website, policies and issues that regular customers experience.
Thank you for the response and resolution.

February 14, 2017
 
[redacted]
 
RE:       ID [redacted]
            [redacted]
 
Dear Revdex.com,
 
This is in response...

to your letter dated 2/13/17. Telmate provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer’s complaint and detailed below.
 
[redacted] insists that we are trying to keep the money on his son’s account, which is not the case.  We do have a refund policy. The refund policy is as follows for this facility, [redacted].
 
If the prepaid phone funds are less that $50.00, the refund will be in the form of a prepaid calling card, which is what the customer paid for, phone time. If the funds are $50.00 or more the refund will go back to the way the funds were deposited, minus a $10 processing fee (credit/debit card or if made with cash as a check). The customer always has the opportunity to add additional funds to make it up to $50 for a cash refund. The customer also has the option of leaving the funds where they are at on the account or transferring to another phone number or active inmate of their choice in a facility we service. These are options are available for [redacted] at any time.
 
Without more information on the phone number and date that [redacted] called in for a refund, I am unable to review the call to see what information was provided to [redacted].
 
Currently, on the account the balance is $7.79.
 
 
 
 
 
 
The fees for services are regulated by [redacted] and Telmates fees are at or below what is allowed to be charged by the [redacted] for services provided. 
 
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. In the faith of goodwill we have refunded credit card ending in [redacted] for a total of $7.97 left on the account of [redacted].
 
 
Please feel free to contact me at[redacted] if you have any questions or need additional information.
                                        ...⇄
 
Best regards,
 
[redacted]Supervisor

Initial Business Response /* (1000, 7, 2014/07/14) */
We are unable to respond to this complaint due to insufficient information. Please supply facility name, inmate name and phone number associated with the consumer

Feburary 23, 2018
 
[redacted]
 
RE:           ID [redacted]
              [redacted]...

[redacted]
 
Dear Revdex.com,
 
Dear Revdex.com,
 
This is in response to your letter dated February 22, 2018 Telmate provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer’s complaint and detailed below.
 
A quick connect calls is when a incarcerated individual calls out with no funds on their account or on the destination account and will ask for a debit or credits information to charge the card. These types of calls are 50% more expensive as they are charged the Quick Connect rate, plus convenience and processing fees, regulatory and compliance fees, and credit card fees.
The automated system provides the following if the friend and family member presses option 4 before accepting the call: "After taxes and fees your credit card will be charged $0.00 for the first minute. In addition to the quoted rate of the call, applicable taxes and fees will apply"'
If they do not wait/press to hear option 4 Telmate is not responsible for their acceptance of the call and charges.
 
If they are not sure of the charges they should call in right away as we can void the pending hold immediately and it will go back sooner to the customers account, other wise they will have to wait until it is settled which takes at least 24-36 hours on our side then a additional 24-36 hours for the other institution to receive the information. One of the dropped calls happened on February 20 and one on February 22. Both of these calls were not charged on our side due to the call not connecting, but their banking institute does put the funds on a pending hold until it is settled. It depends on the friend and family’s banking institution on how soon those funds will be credited back to their account for a pending transaction that is not  charged. We have found it can range from 2-7 business days. 
 
If calling during peak times, there can be a longer wait, and we are trying to remedy this problem with additional customer service representatives being hired and trained and do apologize for the long wait times.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
WARRANTY DISCLAIMER
THE SERVICES ARE PROVIDED “AS IS,” “AS AVAILABLE,” AND WITHOUT WARRANTIES OF ANY KIND. YOU USE THE SERVICES AT YOUR OWN SOLE RISK. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF TITLE, QUALITY, PERFORMANCE, MERCHANTABILITY, SUITABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, TITLE AND NON-INFRINGEMENT RELATED TO OR ARISING OUT OF THE SERVICES, ANY CONTENT ON THE SERVICES, OR ANY PRODUCTS OR SERVICES PURCHASED OR MADE AVAILABLE VIA THE SERVICES, AS WELL AS WARRANTIES IMPLIED FROM A COURSE OF DEALING OR COURSE OF PERFORMANCE. TELMATE DOES NOT WARRANT THAT THE SERVICES WILL PROVIDE CONTINUOUS, PROMPT, SECURE, OR ERROR-FREE SERVICE. TELMATE ASSUMES NO LIABILITY FOR ANY ERRORS OR OMISSIONS, INCLUDING THE INACCURACY OF CONTENT, OR FOR ANY DAMAGES OR LOSSES THAT YOU OR ANY THIRD PARTY MAY INCUR AS A RESULT OF USE OF OR THE UNAVAILABILITY OF THE SERVICES. TELMATE ASSUMES NO RESPONSIBILITY, AND SHALL NOT BE LIABLE, FOR ANY DAMAGES TO, OR VIRUSES THAT MAY AFFECT, YOUR COMPUTER EQUIPMENT OR OTHER PROPERTY ARISING FROM YOUR USE OF THE SERVICES.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. In good faith we have refunded the quick connect call made on February 22, 2018 for $10.22. We are not responsible for the individuals bank balances or overdraft fees and these will not be compensated.
 
Please feel free to contact me at [redacted] if you have any questions or need additional information.
                                        ...⇄
 
Best regards,
 
[redacted]Supervisor

I have attempted to use Telmate to visit an inmate friend in the Washington Cty Jail here in Idaho three times. I was successful once. The other two occasions were complete washouts. Trying to clear security to get to the provided phone took 2 minutes longer and at 6:02pm with a scheduled meeting at 6pm, our visit was cancelled. The next time I called Telmate from my home 25 minutes before the schefuled visit time. My visit was confirmed by Linda. But the visit wasn't "scheduled" somehow and I wasted 90 minutes time travelling and trying to schedule another visit, same day, at 6:30pm. And with the help of a Telmate operator. That visit never happened either.
This Telmate "system" is a bird with a fractured spine, never mind the broken wing! I ontend to take this up with the County Board of Commissioners. Telmate causes lost visits and constricts the rights of the inmate and the families.

Initial Business Response /* (1000, 8, 2016/01/04) */
January 3rd, 2016
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted], [redacted]
Dear Revdex.com,
This is in response to your rebuttal letter dated December 9th, 2015. Telmate provides telephone...

services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Our system sends a verification link to the email address listed when creating an account.
The only way for the account to become active is if the customer logs into said email and verifies their email by clicking on the link sent from our system.
We found no records of the email address [redacted]@gmail.com in our system.
Therefore there is no account to delete.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. Please feel free to contact us at 866.516.0115 if you have any questions or need additional information.

Best Regards,
Initial Consumer Rebuttal /* (3000, 10, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't have one now because I finally got it removed after THREE PHONE CALLS.
As to the "activation" stuff, that's a lie, plain and simple. I *KNOW* the account was active before the verification email got sent because I was receiving appointment emails from your system despite not clicking on the activation link.
Final Business Response /* (4000, 12, 2016/01/14) */
January 13th, 2016
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted], [redacted]
Dear Revdex.com,
This is in response to your rebuttal letter dated December 9th, 2015. Telmate provides telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Our system sends a verification link to the email address listed when creating an account.
The only way for the account to become active is if the customer logs into said email and verifies their email by clicking on the link sent from our system.
We cannot start communications with an email until its verified.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. Please feel free to contact us at 866.516.0115 if you have any questions or need additional information.

Best Regards,
Final Consumer Response /* (4200, 14, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Do you is even read the message I sent to you?
You say this:
Our system sends a verification link to the email address listed when creating an account.
The only way for the account to become active is if the customer logs into said email and verifies their email by clicking on the link sent from our system.
We cannot start communications with an email until its verified.
I say NICE LIE, I was getting multiple appointment confirmation emails from your system despite NEVER clicking anything on the confirmation email.

Initial Business Response /* (1000, 5, 2015/07/24) */
July 24th, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated July 9th, 2015. Telmate provides telephone services...

to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
We need more information in order to research the complaint.
Please provide the date of deposit and amount.
Please also provide the last four numbers of the credit card used.
We need the inmates name you have added funds to or phone number accounts.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX ext [redacted] if you have any questions or need additional information.

Best regards,

Initial Business Response /* (1000, 5, 2014/05/08) */
May 8th, 2014
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA 94607
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated April 23rd, 14. Telmate provides telephone services to...

incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
There were a total of 6 visitations paid for, $15.00 each from March 15th, 2014-current date of this letter/
During the timeframe mentioned above 5 out of 6 visitations were completed without any issues.
Visit on 3/25/XX XX:XX with inmate [redacted] T. [redacted] was indeed cancelled by a facility staff member from Ada County Jall
We reviewed the customer's calls into Telmate customer service and will use these as a training opportunity.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. In the faith of goodwill we have credited 15.00 to customer destination XXX-XXX-XXXX.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.
Best regards,
[redacted]
Supervisor

Initial Business Response /* (1000, 10, 2015/12/14) */
December 10th, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted],
Dear Revdex.com,
This is in response to your letter dated November 5th, 2015. Telmate provides...

telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Prepaid calls to the number XXXXXXXXXX from Douglas County Jail have a cost of $2.72 for a call of 20 minutes or less.
[redacted] accepted 2 "quick connect" calls. Quick connect cost started at $2.06 per call plus additional credit card and handling fees. (2 calls at $11.01)
Customers have the option to input credit card information to pay for calls when neither offender or destination number called has prepaid funds available to connect the call, this is called quick connect. In most cases these calls are more expensive than traditional prepaid funds.
In the call recording which customers hear before accepting a quick connect call it does state "name of inmate", an inmate from name of facility" if you accept this call your credit card ending in XXXX will be charged- press 1 to accept the call... press 4 for charges related.
Setting up a prepaid account is easy by going online at www.gettingout.com or speaking to a customer service representative at XXXXXXXXXX.
In the faith of goodwill we have refunded 2 transactions of $11.01 each to the credit card ending in 8472. Refund confirmation codes are XXXXXXXXXX and XXXXXXXXXXXX.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor

Initial Business Response /* (1000, 5, 2016/02/01) */
February 1st, 2016
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your rebuttal letter dated January 18th, 2016. Telmate provides...

telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Third party communication calls are not allowed at the Kalamazoo County Jail.
The phone rules are posted inside the jail pod locations where they are easy viewable by inmates, which include verbiage "3 way calls are prohibited".
The result in a third party communication is the destination number or the inmate account, which initiates a 3rd party call is fined $25.00
On 1/14/2016 inmate [redacted] made 2 calls to XXXXXXXXXX where a 3rd party was contacted.
There were a total of 2 fines imposed for 25.00, 2 that reflected in destination number XXXXXXXXXX, and the other charged to inmate [redacted]'s account.
In the faith of goodwill we have credited $50.00 to the prepaid account.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at 866.516.0115 if you have any questions or need additional information.

Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/02/01) */
February 1st, 2016
[redacted]
Dear Revdex.com,
This is in response to your rebuttal letter dated January 18th, 2016. Telmate provides telephone...

services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
The deposit mentioned for $250.00 plus $28.45 was added on 1/12/16 for inmate [redacted] at the Clark County Jail.
We do not take trust/commissary deposits for Clark County only phone time deposits.
In the faith of goodwill we have refunded the total of $278.45 to credit card ending in 4347. Please allow 3-5 business days for the funds to post to your account.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at [redacted] if you have any questions or need additional information.

Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for refunding the money as asked. It really means a lot to a disabled low-income person. Again, thank you so much.

I spend over 400 a month on these jokers for lousy one hour a day, and they cannot even provide a listing of the charges, you only get 10 transactions that show at time, and get pushed out when another charge is listed, which could be 10 emails in less than one day and then you are constantly having to monitor to see if you are being falsely charged. If you have a question, and the charge is no longer there, they wont help you. I have a right to see my billing but they say no to that you don't have any rights, instead you have to submit a court sup., which is ridiculous and time consuming. Monopoly making money hand over fist and cant even get an itemized listing of charges, obviously they have something to hide. We are forced to use them, no choice...Karma will get you in the end, Tel-mate thats for sure.

Initial Business Response /* (1000, 5, 2014/02/17) */
We have researched this inquiry and determined the following occurred:
1st deposit
Made on 12/26/14@12:19 for $15.00 ($6.30 in fees and taxes making the transaction total $21.60).
Funds went [redacted]' prepaid phone account...

XXX-XXX-XXXX.
He can use these funds for phone calls, uploading photos on his account and also for [redacted] to send messages to the inmate.
Remaining balance is $13.75 after 2 messages sent and 3 photos uploaded.
2nd deposit
Made on12/26/14@12:24 for $15.00 ($6.30 in fees and taxes making the transaction total $21.60).
Funds went to inmate [redacted], now a released inmate from[redacted] County general account.
Inmate can use funds any way he'd like (e.g., phone calls to any number, photo uploads, or send/reply to messages).
Remaining balance is $1.70 after several phone calls, 1 visitation booked, and 1 message was sent.
His concerns:
Free visitations are available, why is he being charged for visits?
Free visits are free to the inmate. Inmate must book visitations in order to use the free visits.
On 12/26/13@6:00 pm a local visit not completed in which he was under the impression the inmate received other free visi
ts.
Inmates get 2 free local visits per week per inmate. The free visits were used but were having an issues connecting.
Local visit on 12/26/13@5:30 pm with [redacted] (free visit used and was refunded).
Local visit on 12/26/13@6:00 pm with [redacted] (free visit used but not refunded).
Local visit on 12/26/13@8:00 pm with [redacted] (cost of visit ($7.50) was charged to inmates prepaid general account).
The customer was re booking visits before one of the free visits could be credited so it charged the inmates account $7.50. This visit was already credited on 1/2/14@5:10 pm. [redacted] direct prepaid account or card was not directly charged for a visit. Only one visit was ever charged, and that was to the inmates account in which it was returned a few days later.
He mentions the cost of messages is $.75 per message and that the inmate must have a balance on his account in order to respond.
These are both accurate statements although [redacted] is choosing to deposit funds on the account to use the messaging feature. Using this feature is optional.
Photos he uploaded appear twice on his account.
The same photo appears 3x in his gallery titled "[redacted]'s Pics" because he chose to upload photos back to back on 12/27/13 back to back at 08:00, 08:04, and 08:14. He may not have waited long enough for the system to be uploaded on his account. Our system does give notification that photo is pending approval when customers choose to upload an image.
In the interest of goodwill, Telmate is sending this consumer a full refund of $42.50. Mr. [redacted] should receive the check within 10 business days.

The visitations are never a full 30 minutes. So far this month they have $36 is missed time taken off visits. Not to mention 3 missed visit they would not refund since their kiosk was down and no guard would go verify it. They consistently pass the buck to others and their tech support cannot offer any answers because the are script readers, with no ability to troubleshoot.

Initial Business Response /* (1000, 8, 2015/05/04) */
May 1st, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted]
Dear Revdex.com,
This is in response to your letter dated April 16th, 2015. Telmate provides telephone services...

to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Attached is the list of deposits made by customer [redacted] to 4 different destination numbers.
Our current voicemail promotion is as follows:
o Voicemails are issued based on the amount deposited
For a $50 deposit we issue 2 Free voicemails
For a $75 deposit we issue 4 Free voicemails
For a $100 deposit we issue 7 Free voicemails
o Voicemails are issued to the destination number attached to each deposit and are not transferrable.
o Voicemails expire within 2 months of issued date.
Under destination number XXXXXXXXXX - There was 1 -$100 deposit (7 out of 7 voicemails were used)
Under destination number XXXXXXXXXX- There was 4-$50 deposits and 2-$100 deposits (22 voicemails were issued, currently have 5 voicemails left to use. Set to expire 6/09/15.)
Under destination number XXXXXXXXXX- No deposits eligible for voicemails
Under destination number XXXXXXXXXX- No deposits eligible for voicemails.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. Please feel free to contact me at [redacted] if you have any questions or need additional information.
Best regards,

Initial Business Response /* (1000, 8, 2016/01/14) */
January 14th, 2016
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA 94607
RE: ID [redacted] [redacted]
Dear Revdex.com,
This is in response to your rebuttal letter dated December 21st, 2015. Telmate provides...

telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
The deposit added on 12/19/15 for the amount of $46.00 plus 8.95 surcharges was initially added for phone time.
On 12/20/15 the $46.00 was removed from phone time and transferred to commissary.
Funds became available to [redacted] at the Vanderburg County Jail at 12/20/15 23:10
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at 866.516.0115 if you have any questions or need additional information.

Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/11/18) */
November 17th, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: ID XXXXXXXX
[redacted], [redacted]
Dear Revdex.com,
This is in response to your letter dated November 2nd, 2015. Telmate provides...

telephone services to incarcerated persons at correctional facilities in the US and Canada. I have reviewed the customer's complaint and detailed below.
Prepaid calls to the number XXXXXXXXXX from Malheur County Jail have a cost of $5.11 for a call of 4 minutes or less, additionally 59 cents per minute for up to 15 minutes. A 15 minute call cost $11.60
Customer accepted one "quick connect" call. Quick connect cost started at $3.00 per call plus additional credit card and handling fees. (1 call totaling $11.22)
You have the option to input credit card information to pay for calls when neither offender or destination number called has prepaid funds available to connect the call, this is called quick connect. In most cases these calls are more expensive than traditional prepaid funds.
In the call recording which customers hear before accepting a quick connect call it does state "name of inmate", an inmate from name of facility" if you accept this call your credit card ending in XXXX will be charged- press 1 to accept the call... press 4 for charges related.
Setting up a prepaid account is easy by going online at www.gettingout.com or speaking to a customer service representative at XXXXXXXXXX.
By setting a prepaid account you can select how much funds you want added and how you use them.
In the faith of goodwill we are refunding $8.22 to customer credit card ending in [redacted]. Please allow 3-5 business days for funds to appear in your account.
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.
Please feel free to contact me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted]
Supervisor
Initial Consumer Rebuttal /* (2000, 10, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the goodwill gesture as this is all I expected back. I have not received the refund of $8.22 as of November 30th. I have since then set up an account so that I may purchase prepaid phone time. It is largely because of [redacted]'s response that I chose to continue to do business with this company. I only hope they follow through with their promise of the refund.
Thank you,
[redacted]