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Reviews Telmate, LLC

Telmate, LLC Reviews (151)

Initial Business Response /* (1000, 8, 2014/10/31) */
Initial Consumer Rebuttal /* (3000, 10, 2014/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
219-945-6434 is the number that was included with this complaint
I do not accept this...

response. They have not offered anything nor done anything to correct this matter.
I would accept the $2.95 per call fee that we were told in the recording from the jail phone to the cell phone that made the agreement.
This was a bait & switch fraud, which they commit as a business plan.I spoke to them numerous times and received only BS about how we had to press 4 to know the true price they were charging us. It is obvious that with a recording saying $2.95 per call that we should not have to hit 4 to find out they were going to steal from us.
There is no online prices at this companies website, the only way you can prove what they advertise as the $2.95 is to have a person inmate in jail to call you. This is a very deceptive practive that cannot be used against them.
I want the $2.95 price we agreed to for ALL OF THE CALLS TO THE 219-945-6434 NUMBER.
Thank you for helping, waiting patiently...
Final Business Response /* (4000, 13, 2014/11/18) */
November 17, 2014
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA 94607
RE: ID 57303157
Danny Kawzinski
Dear Revdex.com,
This is in response to your letter dated November 03, 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.
Prepaid calls to the number 219-945-6434 from Lake County Jail have a cost of $3.16 for 15 minutes.
Customer accepted a total of 14 "quick connect" calls. Quick connect cost starts at $2.95 per call plus additional credit card and handling fees.
671635183
11417798111 09/28/2014 12:43 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 09/28/14 12:43 Name: Callee 219-945-6434
Zip: 46403
TX #: 2422773006
CC: XXXX-XXXX-XXXX-0861 Auth: 2422773006
Conf #:
671578671
11416837407 09/27/2014 18:18 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $12.71 $1.33 09/27/14 18:18 Name: Callee 219-945-6434
Zip: 46403
TX #: 2422028735
CC: XXXX-XXXX-XXXX-0861 Auth: 2422028735
Conf #:
672614751
11434450767 10/07/2014 11:59 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/07/14 11:59 Name: Michael Kawzinski
Zip: 46403
TX #: 2435563169
CC: XXXX-XXXX-XXXX-0861 Auth: 2435563169
Conf #:
672608441
11434343497 10/07/2014 11:01 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/07/14 11:01 Name: Michael Kawzinski
Zip: 46403
TX #: 2435509897
CC: XXXX-XXXX-XXXX-0861 Auth: 2435509897
Conf #:
672540631
11433190727 10/06/2014 16:52 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/06/14 16:52 Name: Michael Kawzinski
Zip: 46403
TX #: 2434662434
CC: XXXX-XXXX-XXXX-0861 Auth: 2434662434
Conf #:
672532633
11433054761 10/06/2014 15:53 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/06/14 15:53 Name: Michael Kawzinski
Zip: 46403
TX #: 2434622807
CC: XXXX-XXXX-XXXX-0861 Auth: 2434622807
Conf #:
672488301
11432301117 10/06/2014 09:05 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/06/14 09:05 Name: Michael Kawzinski
Zip: 46403
TX #: 2434186810
CC: XXXX-XXXX-XXXX-0861 Auth: 2434186810
Conf #:
672457713
11431781121 10/05/2014 20:22 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/05/14 20:22 Name: Michael Kawzinski
Zip: 46403
TX #: 2433625620
CC: XXXX-XXXX-XXXX-0861 Auth: 2433625620
Conf #:
672432231
11431347927 10/05/2014 16:51 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/05/14 16:51 Name: Michael Kawzinski
Zip: 46403
TX #: 2433547734
CC: XXXX-XXXX-XXXX-0861 Auth: 2433547734
Conf #:
672429673
11431304441 10/05/2014 16:32 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/05/14 16:32 Name: Michael Kawzinski
Zip: 46403
TX #: 2433539937
CC: XXXX-XXXX-XXXX-0861 Auth: 2433539937
Conf #:
672366491
11430230347 10/04/2014 21:30 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/04/14 21:30 Name: Michael Kawzinski
Zip: 46403
TX #: 2432942945
CC: XXXX-XXXX-XXXX-0861 Auth: 2432942945
Conf #:
672345243
11429869131 10/04/2014 18:32 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/04/14 18:32 Name: Michael Kawzinski
Zip: 46403
TX #: 2432743570
CC: XXXX-XXXX-XXXX-0861 Auth: 2432743570
Conf #:
672195591
11427325047 10/03/2014 13:15 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $1.12 10/03/14 13:15 Name: Michael Kawzinski
Zip: 46403
TX #: 2431398817
CC: XXXX-XXXX-XXXX-0861 Auth: 2431398817
Conf #:
672858243
11438590131 10/09/2014 15:51 0 Quick Connect Lake County Jail, IN1755 Credit $2.95 $10.22 $0.00 10/09/14 15:51 Name: Michael Kawzinski
Zip: 46403
TX #: 2438054869
CC: XXXX-XXXX-XXXX-0861 Auth: 2438054869
Conf
All calls listed above were "quick connect" meaning calls were accepted by called party by entering their credit card security code prior to the call connecting.
In the call recording which customers hear before accepting call it does state "name of inmate", an inmate from Lake County" 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.
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.
You can setup a prepaid account to your number at a lower price by contacting our representatives at 866-713-4761
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 0861 a total of $31.28 for calls purchased in September 2014.
Please feel free to contact me at 866-713-4761 if you have any questions or need additional information.

Best regards,
Emily Herrera
Supervisor
Final Consumer Response /* (4200, 15, 2014/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The recording that son & I heard from both sides of the phone calls is misleading, with multiple actions being required to get to the truth of the INCREDIBLE charges that were added to a simple recording advertisement...
You can only hear this recording from a call from someone inside a jail. There is a direct attempt to keep the truth out of their website which lists NO PRICES OF ANY KIND??? THERE ARE NO RATES ANYWHERE...
But the recording clearly states $2.95 per 15 minute calls. They have a plan that gives you $2.95 calls but they claim it is not what my son chose.
This is fraud, bait & switch, theft. Deceitful practices, limited government assistence in the RICO act Conspiracy the FCC is investigating aout the blatant fraud. FCC intends to limit the amount that can be charged.
I want each of my calls refunded to the amount advertised. When this occurs I will be happy. Til then I want my complaint continued.
This place is even involved with paying kickbacks to buy contracts into the jails. Mis=representation is a crime...

Initial Business Response /* (1000, 5, 2015/09/09) */
September 9, 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 August 26th, 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.
A deposit for $25.00 plus $9.20 fee was made over the web by customer [redacted] on 08/20/2015
We are showing 2 deposits for the same amount made within a minute of time, one registered at 17:18 and another at 17:19 hours.
Due to the close time frame within both deposits we believe there may have been some lag time in loading the page and a second entry was processed.
We have refunded a total of $34.20 to your card ending in [redacted]. The confirmation number is 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, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Funds have been refunded to my account.

Initial Business Response /* (1000, 5, 2015/08/28) */
August 28, 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 August 13th, 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 dates deposits were made/attempted.
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 us at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dates are when they cleared the bank. I don't have the exact date the call was made. They would be about 3 days ahead of these dated. 1.Date cleared 7/28/15 $116.95. 2. Cleared 7/29/15 $114.95. 3. Cleared 7/30/15 $223.95. Card # [redacted]. Inmate Name [redacted] or [redacted]. As I said as soon as I seen the mistake (Same day) I called on each one and they said they would credit it and it would be on the next days transaction but it did NOT happen every time we called(2-3 Times). Someones NOT doing there job or cheating us.
Final Business Response /* (4000, 9, 2015/09/21) */
September 21, 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 September 7th, 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 are showing 1 deposit made on 7/26/15 for a total of $116.95, for calls to #XXXXXXXXXX
We are showing 3 deposits made on7/26/15. One deposit was made for the Trust account of inmate Tressa [redacted] for total of $223.95. Another deposit for calls to the #XXXXXXXXXX for $114.95, and the last one for $114.95 total for calls to the number is #XXXXXXXXXX.
The following transactions are attached below.
No refunds will be issued as funds have been used.
If you feel someone is using your credit card without consent. Please immediately report to your financial institution.
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
XXXXXXXXX
XXXXXXXXXXX 07/27/XXXX XX:XX IVR MANNS, [redacted](XXXXXX) XXXXXXXXX Trust XXX-XXX-XXXX
Credit $200.00 $23.95 $0.00 $223.95 07/27/XX XX:XX Name: [redacted] XXX-XXX-XXXX
Zip: XXXXX
TX #: XXXXXXXXXX
CC: XXXX-XXXX-XXXX-[redacted]
Conf #:XXXXX
XXXXXXXXX
XXXXXXXXXXX 07/27/XXXX XX:XX IVR [redacted], [redacted]) XXXXXXXXX Prepaid XXX-XXX-XXXX
Credit $10.00 $6.85 $0.00 $16.85 07/27/XX XX:XX Name: [redacted] XXX-XXX-XXXX
Zip: XXXXX
TX #: XXXXXXXXXX
CC: XXXX-XXXX-XXXX-[redacted]
Conf #:
XXXXXXXXX
XXXXXXXXXXX 07/27/XXXX XX:XX IVR , Prepaid XXX-XXX-XXXX
Credit $100.00 $14.95 $0.00 $114.95 07/27/XX XX:XX Name: [redacted] XXX-XXX-XXXX
Zip: XXXXX
TX #: XXXXXXXXXX
CC: XXXX-XXXX-XXXX-[redacted]
Conf #:
XXXXXXXXX
XXXXXXXXXXX 07/26/XXXX XX:XX [redacted](XXXXXX) XXXXXXXXX Prepaid XXX-XXX-XXXX
Credit $100.00 $16.95 $0.00 $116.95 Name: [redacted]
Zip: XXXXX
TX #: XXXXXXXXXX
CC: XXXX-XXXX-XXXX-[redacted] remove cc
XXXXXXXXX
XXXXXXXXXXX 07/24/XXXX XX:XX [redacted], [redacted](XXXXXX) XXXXXXXXX Prepaid XXX-XXX-XXXX
Credit $24.82 $10.18 $0.00 $35.00 Name: [redacted]
Zip: XXXXX
TX #: XXXXXXXXXX
CC: XXXX-XXXX-XXXX-[redacted] Remove CC
Final Consumer Response /* (4200, 11, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said We called back and told you that the mistakes were made and you were going to credit us with those amounts but YOU NEVER did. If you don't want to give me the credit for them then I want the Revdex.com to give you a failing grade(Black Mark) or what ever. You are NOT a good place to do business with.You can show all the deposits you want but they are NOT right and were to be credited after I called and caught the mistake, but you failed to credit them. You are a cheating company. NO good to deal with. I want my money back.

Initial Business Response /* (1000, 5, 2015/09/04) */
September 4, 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 August 19th, 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 dates deposits were made.
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.
Our cancellation policy:
Either you or Telmate may terminate or cancel your account at any time. You may be entitled to a refund for any prepaid amounts. This refund will be returned to you in the form of it's original payment method, or as Prepaid minutes. Certain fees may be assessed for refunds made by check. Other than to receive a return of refundable prepayments, cancellation is your sole remedy with respect to any dispute with Telmate. This includes, but is not limited to, any dispute regarding the Telmate Services, Telmate's policies and practices, your ability to access the Telmate Services, and any matters relating to billing.
If a balance remaining is more than 50 dollars we will refund back to credit card/ check form with a 10 dollar processing fee deduction.
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 /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No where in these receipts below is the cancellation policy mentioned.
No where is the $50 minimum mentioned.
No where is the role of the Sheriff mentioned. Just where does the money go that is not reclaimed?
The inmate was/is [redacted].
Getting Out

Thank you for making a deposit with Telmate.
Below is a receipt of transaction #XXXXXXXXXXX
Items
$50.00 Inmate Account [redacted] XXXXXXXXXXXX
Totals
Amount: $50.00
Regulatory Fees: $6.95
Grand Total: $56.95
Payment Summary
$56.95 has been charged to card ending in [redacted] at 07:18AM PDT on 07/13/2015
Telmate
Copyright (c) Telmate. All Rights Reserved.
Hello [redacted],
Thank you for contacting Telmate Customer Service.
If you have a remaining balance on the account you can call and speak with our live representatives at X-XXX-XXX-XXXX and get a refund. Also if you have a card on file you can request for it to be taken off.
Thank you,
Telmate Customer Service
On Thu, Jul 23, 2015 at 8:29 AM, [redacted] wrote:
Name
[redacted]
Email
[redacted]@gmail.com
Phone
(XXX)XXX-XXXX
I'd prefer to be reached by ...
Email
Subject
Close account and reimburse $49.50
Message
Please reimburse the $49.50 in my account. Thank you.
Type of Issue
Refund
Resident Name/Booking Number
[redacted]
Facility Name
[redacted]

IP: [redacted]
Date: 07/23/2015
User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_4) AppleWebKit/600.7.12 (KHTML, like Gecko) Version/8.0.7 Safari/600.7.12
Referer: https://www.gettingout.com/contact-us/
Entry: [redacted] (https://www.gettingout.com/wp-admin/admin.php?page=gf_entries&view=entry&am... /> This email was sent from the WordPress website GettingOut.com.

Telmate Customer Service
Telmate
Email [redacted]@intelmate.com
Office (XXX) XXX-XXXX / Fax (XXX) XXX-XXXX www.gettingout.com GettingOut Facebook
Telmate
Final Business Response /* (4000, 9, 2015/10/01) */
October 1, 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 September 17th, 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.
In the faith of goodwill we have issued a refund total of $16.46 has been refunded to your card ending in [redacted].
Refund totals (10.00 for the processing fee and 51 cents plus $5.95 deposit fee)
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly.

Initial Business Response /* (1000, 5, 2015/06/11) */
June 8, 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 Jan 05, 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 have created a work order for our technician to check the phone in * unit at [redacted] County [redacted]
The visit on 5/24/15 8pm with inmate [redacted] at Paulding County completed for a 29-minute duration. We reviewed the visit and found no issue.
We did review another visit on 6/3/15 at 7:30pm with [redacted] that ended at 12 minutes into the visit due to some technical issues on [redacted]' end.
In the faith of goodwill we have refunded $7.50 to your prepaid account ending in XXX-XXX-XXXX and credited your account 2 free phone calls.
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 and [redacted] are services provided to inmates, and for their friends and family to contact them.

However, their fees are capricious, and arbitrary. As may be expected, the inmate is required to have funds on their account to contact you -- but -- the outside party also has to have funds on an account of their own to contact the inmate.

Telmate requires you to make deposits into both accounts -- separately, charging a ridiculous fee in the process - to make the minimum deposit of $10.00 into each account, requires two deposits, each with a $6.00 fee added. And then, fees are assessed for each service, (like 25 cents for a 400 character email).

Adding arbitrary and exorbitant fees on top of an already difficult time adds hardship, and precludes the very thing that brings restoration that we hope for -- togetherness and community.

June 22, 2017
 
Revdex.com, Inc1000 Broadway Suite 625Oakland CA 94607
 
RE:          [redacted]
                  [redacted]...

[redacted]
 
Dear Revdex.com,
 
This is in response to your letter dated June 22, 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.
 
This is in response to [redacted]’s in being charged for video visits that did not go through. I did research and found two visits that did not complete and she was charged $0.15 cents for each one. The $0.30 cents has been credited to her account of [redacted]. For Table Visits they are charged by the minute for the visit. All have been reviewed and the ones where there is no video have been refunded. All of the other visits did go through, as there is video and audio on both sides. Most of the funds on her account have been used for phone calls.
 
In regards to her card being charged $23.37. I do show two transactions for that amount, one done on 5/12/17 at 11:29am on the web trx# [redacted], and the funds ($20.00- fees were $3.37) went to her siblings prepaid account for them to call any number, to text, post photos and tablet visits.  Another one for the same amount, also done over the web was made on 6/6/17 at 1:29pm to the same account, for to her sibling to call any number, to text, post photos and tablet visits. The trx# for this deposit is [redacted]. For both of these transactions the incarcerated individual has used the funds placed on the prepaid account.
 
There is a email that was just sent on 6/21/17 about the charge, but no account information was provided such as date of transaction, last four of credit/debit card used which they will require before answering.  The specialist has not responded to the email inquiry as we received both the complaint and the email at the same time (June 22) but different departments respond to them.  I will forward the information to that department and let them know it is being taken care of from this department.
 
In regards to calling in, here is how to reach a live customer service representative.
 
“To select a contact from your list, Press 1”
- If selected, system will read names of all associated inmates. (e.g [redacted] press 2, etc)
 
2.              “If you would you like to pick from your registered facilities, Press 2”
-  If selected, system will read all associated facilities. (e.g. [redacted] press 1, Ada county press 2, etc)
 
      3. "If you would ike to pick from a list of nearby facilities, Press 3 ”
-If selected, system will read all nearby facilities
 
4.              “To search for a facility by name,  Press 4"
-If selected, F&F will be prompted to spell out facility name with phones keypad
 
 
      5.  "To skip to the main menu, Press 5"
-If selected, system will take F&F to the main prompts, but certain prompts will not be available due to no facility/inmate being chosen.
 
 
 
 
 
 
 
 
 
Main Menu
 
“For Deposits, Press 1”
“For Visitation Press 2”
“For Account Information, Press 3”
“For Inmate Voicemail, Press 4"
"To change communication settings for this number Press 5"
“For Calling Rates Press 6”
“For Telmate Verified Press 7
“For PIN reset and Phone Validation Press 8”
“For Frequently Asked Questions Press 9”
"For Customer Service Press 0"
 
 
 
We are a legitimate company who provides affordable phone services at correctional facilities and we strive to always treat our customers fairly. Since the customer disputed the charge, we must wait until this comes through from the bank so we will not be able to refund the charges.
 
Please feel free to contact me at [redacted] if you have any questions or need additional information.
                                        ...
 
Best regards,
 
[redacted]Reporting; Offline/Issue Resolution Spec. Supervisor

Initial Business Response /* (1000, 8, 2016/01/14) */
January 14th, 2016
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA 94607
RE: ID [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]

Having to deal with a loved one who is incarcerated is difficult enough, however being robbed blind trying to communicate with that person is a whole nother animal. They are Crooks! It absolutely blows my mind the amount of money that goes into this, and you can't even get a decent customer service experience when you need it. I will make it a personal mission to invest in a company just to buy them out. How is it that [redacted] is free, yet communicating with a loves one costs $15 an hour. That's absolutely absurd. It's such a monopoly. These people belong behind bars for robbing families blind just trying to be in touch with one another.

Initial Business Response /* (1000, 5, 2015/01/15) */
January 14, 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 January 05, 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.
Deposit made on 12/21/14 total of $60.45 was made by the customer [redacted] via our website gettingout.com
12/21/XXXX XX:XX web Prepaid XXX-XXX-XXXX
Credit $50.00 $10.45 $0.00 Name: [redacted]
Zip: XXXXX
TX #: XXXXXXXXXX
CC: XXXX-XXXX-XXXX-1646
The customer selected to add funds to prepaid time for inmate [redacted] at [redacted] County Jail, [redacted].
[redacted] has used prepaid funds. No refund will be issued.
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

Do I have better things to do with my time than bash Telmate for their recent poor business practice? Absolutely! Do I want to tell others to BEWARE of this non-professional company - Yes! This substandard company, run by low class supervisors in the video chat department whom won't be named but rhymes with "displeaser" will nickel and dime you every stinking time. Why? Because they can. The most recent 7.50$ loss for me is a video chat in which it was scheduled for 8-8:30. Logged in a few minutes late but then they would not allow inmate to login until 8:15. They stated the visit was from 8:15 - 8:30 sure I'll pay for the 15 minute visit but, I was on the phone with Telmate because that's one of the only avenues you can retrieve your money back is IF you are on the phone with them during chat with inmate so Telmate can fix the problem. Problem fixed=NO. Called again to try and resolve issue with money and refused to refund any money. Learn your lesson folks. I also have issues signing in with [redacted] on [redacted] always goes to a blank white screen even when the test worked fine. One can ALWAYS count on the visit being cut short 2-3 minutes on video chat but still charging for the full 30 minutes.

It is sad to be a senior on a fixed income and have a company like this gouge you for fees. So very sad that they are the only game in town. I put extra money on my sons account every Christmas and have never had to split it into separate deposits. There for having to pay two separate fees one for $8.75 and one for $10.75. I guess it really is buyer beware. I give them an F in customer service.

Initial Business Response /* (1000, 5, 2015/06/11) */
June 8, 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 Jan 05, 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 have created a work order for our technician to check the phone in * unit at [redacted] County [redacted]
The visit on 5/24/15 8pm with inmate [redacted] at Paulding County completed for a 29-minute duration. We reviewed the visit and found no issue.
We did review another visit on 6/3/15 at 7:30pm with [redacted] that ended at 12 minutes into the visit due to some technical issues on [redacted]' end.
In the faith of goodwill we have refunded $7.50 to your prepaid account ending in XXX-XXX-XXXX and credited your account 2 free phone calls.
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

July 4, 2017
 
Revdex.com, Inc[redacted]
 
RE:          I[redacted]
                  [redacted]...

[redacted]
 
Dear Revdex.com,
 
This is in response to your letter dated July 1, 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.
 
The refund policy on the gettingout.com website under the FAQ’s called “Can I get a refund for my Friends and Family Accounts funds?” is posted as follows:
Please call Customer Service to find out if you qualify for a refund.
If you no longer need the account that the refund went to, then you’ll receive the remaining Friends & Family Account balance with a secure pin.
You can use this pin to make local, national or international calls by dialing [redacted] and entering your pin and the number you’d like to call.
You cannot use this balance to continue to make deposits or communicate with active inmates who are in facilities that are not serviced by Telmate.
Cash refunds are available to you if your account funds meet the facility specific requirements of balance minimums. To request a cash refund or to determine your eligibility, please contact customer service. Please be advised that eligibility for cash refunds may expire 60 days after initial date of deposit. Refund processing fees may apply
 
In regard to refunds: The refund 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.
 
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 the $16.00 back to credit card ending in [redacted].
 
Please feel free to contact me at [redacted] if you have any questions or need additional information.
                                        ...
 
Best regards,
 
[redacted]Reporting; Offline/Issue Resolution Spec. Supervisor

Initial Business Response /* (1000, 5, 2014/03/26) */
We have researched this complaint and created the attached summary of all transactions made by Ms. [redacted] Those transactions marked "Trust" are moved directly to the ODOC commissary system. All prepaid minutes she purchased have...

been used for telephone calls she accepted from an inmate in the [redacted] Prison system.
In the interest of goodwill, Telmate has credited the prepaid account for telephone number XXX-XXX-XXXX with six 10 minute phone calls which will expire on April 30, 2014
Initial Consumer Rebuttal /* (3000, 7, 2014/04/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Telmate doesnt appear to comprehend, or more likely they just dont care about the facts which I have explained until I am exhausted! I never have nor ever would I deposit money to my prepaid phone accound, and then 20, or 40 mins later deposit (as their records indicate) more money. ive never initiated 2 payments in the same day to telmate ever! Also comoletely alarming and suspicious for them to show the transactions happening 1 and 2 days prior to when I actually made them! also on the 10 records they provided to me they show 2 times prepaid for an old number that has not been my number for a year and a half now. they were notified of this change at least 2 times at the time of the change and again because they had so many incorrect numbers showing on my account it bothered me. Telmate doesnt allow you to update your own account information. I am cancelling my debit card after I am paid this pay period, as to protect my best interest I beleive Telmate is dishonest and more criminal than the criminals they provide service for. I think its a money racket and I support pay phones in prisons which family can mail any phone card they choose to select. why should this company be enabled to dictate such unbeleivable costs and expense to us?

Revdex.com:After sending in my complaint I did realize I made a mistake and I apologize to the Revdex.com for wasting your time and to telmates ... I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

July 27, 2017
 
[redacted]
 
RE:          I[redacted]
                  [redacted]...

[redacted]
 
Dear Revdex.com,
 
This is in response to your letter dated July 27, 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.
 
For the kiosk deposit issues:
 
·       When a customer adds cash funds via a kiosk, and does not get a receipt and the funds are not correct/not showing, the procedure is to call the customer service number at [redacted].
·       The customer service representative takes all information including name, phone number, address, inmate name, facility and where the funds are to be placed. With this information the customer service representative fills out an overage ticket that goes to the specialist in Facility Support Services.
·       We have to wait until the kiosk funds have been collected which can be from 1 to 30 days for collection as it varies per facility. We do not have a time frame on this as it depends on how fast the kiosk fills up with money.
·       Once the funds have been collected it is deposited into the bank with receipts. It can take up to 3 weeks for the bank to reconcile the receipts against the funds collected.
·       If there is an overage/shortage the bank then notifies Telmate of the discrepancy for that facility.
After being notified by the bank we pull tickets for that facility and apply the funds to the account the customer has requested if there is an overage confirmed. This whole proceeded can take up to 6 weeks.
 
The funds were confirmed by the bank and added to the account of [redacted] on July 27, 2017.
 
 
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]Reporting; Offline/Issue Resolution Spec. Supervisor

Initial Business Response /* (1000, 9, 2015/05/04) */
May 3, 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 April 14th, 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 Purgatory Correctional have a cost of $3.71 for a call of 15 minutes or less, plus an additional 25 cents per minute up to 20 minutes.
Customer accepted a total of 11 "quick connect" calls. Quick connect cost started at $3.69 per call plus additional credit card and handling fees. (10 calls at $13.64 and 1 call at $14.87)
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.
Prepaid is the most affordable option to connect with your loved one.
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 /* (3000, 11, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue still remains that Telmate is required to disclose costs, which they failed to do. There is no cost information about quick connect calls on or by the phone I used or online. Their online disclosure of "additional charges may apply" does not meet the lawful requirement of fee disclosure because it is a vague reference. And the phone "disclosure" is hidden behind "press one to be connected". Telmate knows that most people don't continue to listen to the automated phone choices after they've heard the appropriate number to press and their response just gives further evidence of their efforts to hide charges. Even Telmate's reply to my complaint with Revdex.com does not explain how 10 phone calls of various lengths (some less than 5 minutes) somehow all get charged exactly $13.64. Telmate's business practices constitute hidden charges and fees. Not everyone has access to the internet 24/7 and those without internet services should be able to just as easily set up a prepaid account and understand related charges as customers with internet access. Additionally, the jail kiosk where I was supposed to transfer monies from one part of their system to the other for prepaid calls wasn't even accessible to me until the third day I was in jail because I was in the infirmary where there are no kiosks. $151.27 for 14 phone calls is not "affordable" and there is no logical reason for Telmate to even make these separate kinds of accounts except to be deceptive so they can charge ridiculous hidden fees and charges.
Final Business Response /* (4000, 13, 2015/05/31) */
May 30, 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 May 13th, 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 cost of quick connect calls to the destination number XXXXXXXXXX is $3.71 for the first 15 minutes or less, additionally you will be charged 25 cents for every minute after up to 30 minutes. Plus additional credit card and handling fees.
10 calls were less than 15 minutes totaling each call at $13.64 per call. 1 call was 19 minutes long which cost $14.87
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. Our automated system provides customers the opportunity to listen to charges associated prior to accepting the call.
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.

Best regards,
[redacted]
Supervisor
Final Consumer Response /* (4200, 15, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Telmate hides the charges for quick connect calls by having 3 different prompts (the first of which is press 1 to be connected) before #4 "for related charges"; by not disclosing the cost of quick connect calls on the phones used by inmates; by not disclosing the cost of quick connect calls on their web site. I did not have access to the kiosk which would have allowed me to transfer funds from my commissary account to my phone account. Which I shouldn't even have to do since the same company provides all the services under different names. My husband and my finances are connected and I had no idea what charges were being billed to us until his charge card was maxed out. Telmate is expected as is any other telecommunications provider to be transparent regarding charges which Telmate refuses to do. If they do not refund the charges I will file complaints against Telmate for wilfully hiding exorbitant charges/fees and for unfair business practices with the FCC and the National Association of Regulatory Utility Commissioners. Afterwards I'll begin filings for a class action lawsuit so they can be fair to all their clients. As is demonstrated by Miss [redacted]'s response, the fees are not set and even the supervisor can't explain them. Let's see. . . by Miss [redacted]'s explanation a phone call less than 15 minutes should cost between $3.96- $7.46 with as of yet undefined "additional credit card and handling fees" which apparently range from $9.68 to $6.18 depending on which way the wind blows because there is no way that all 10 calls were exactly the same cost for clearly different amounts of time. Telmate continues to hide fees and charges which they themselves cannot even describe or defend. I want my money back.

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, 5, 2016/01/27) */
January 27th, 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 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.

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Address: San Francisco, California, United States, 94111-2687

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