Telmate, LLC

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, 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, 8, 2015/11/18) */
November 17th, 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 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]

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, 2015/07/03) */
July 3rd, 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 June 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.
Our accounting team verified there was a $40.00 overage that did not register to a phone account.
We credited your phone account (XXXXXXXXXX) on 6/29/15
We noticed [redacted] has been released from [redacted] County and no funds were used.
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 full amount of 40 dollars in a check form to your name and address: [redacted] X XXXXX [redacted], **. You should receive the check within 2 weeks.
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, 5, 2015/09/28) */
September 29, 2015
Revdex.com, Inc
1000 Broadway Suite 625
Oakland CA XXXXX
RE: XXXXXXXX
Dear Revdex.com,
This is in response to your letter dated September 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 last four numbers of the credit card used.
We need the inmates name you have added funds to or phone number accounts.
Please provide the number you received calls on
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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I understand new hires may not have all info and I appreciate the refund. I only wish the company had a way to maybe inform people upon signing up that this is the case. Kind of like a thing that will popup during initial signup. I would have transferred the funds immediately upon my friend being moved to the state mental hospital. The reason for the inactivity is because I was told she was only going to be going to the hospital for a short time and then was going to be sent back to the jail, which ended up not being the case.  I accept this resolution and feel I am more informed on how the app/phone communications work for the future if/when she is sent back. Sincerely, [redacted]

September 27, 2017
 
[redacted]
 
RE:          [redacted]
                  [redacted]...

[redacted]
 
Dear Revdex.com,
 
This is in response to your letter dated 9/20/17. 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] is stating that she was charged for free calls on September 15, 2017. The company went live at this facility on September 14, 2017 and the account manager for that facility went to each dorm and told them that they had free calls for the day (September 14, 2017) to give them the opportunity to call friends and family and tell them how they can set up accounts so inmate calls could be made. The incarcerated individual made 8 free calls on September 14, 2017. The free calls did extend over to September 15 to make sure that everyone had a chance to call, but it was not for the entire day. The incarcerated individual made an additional 4 free calls on September 15 before the free calls for the facility were terminated.  Again this was a courtesy, not given of how many calls were given or for any extended amount of time.
 
For the quick connect call that was charged to [redacted]’s debit/credit card, it states that the credit card ending in (last 4 of card) will be charged and then it goes on to give them options of accepting, press 1 to accept the call, press 2 to deny and press 4 for charges related to this call. The customer did not let option 4 come on before accepting the call and putting in the 3-digit security code from the back of the card.  Quick connect calls are more expensive than a traditional prepaid call as charges are at the quick connect rate plus convenience and processing fees, regulatory and compliance fees and credit card fees.
 
As a one-time courtesy I have credit back to [redacted] credit card ending in 6230 the quick connect fees of $8.12.
 
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, 8, 2015/06/25) */
June 23rd, 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 May 29th, 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 me at XXX-XXX-XXXX if you have any questions or need additional information.

Best regards,
[redacted] H. ext [redacted]
Supervisor
Initial Consumer Rebuttal /* (3000, 10, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was provided no options or allowed to get a refund. Obviously in this amount of time the funds were used for the unspecified service
Final Business Response /* (4000, 12, 2015/07/14) */
Dear Revdex.com,
This is in response to your letter dated

Initial Business Response /* (1000, 5, 2015/06/08) */
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 May 22nd, 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.
Customer [redacted] processed a payment via our automated phone system on 5/21/2015.
The customer's card ending in 6853 was declined 3 times due to the wrong zipcode being provided.
Duplicate $55.00 transactions were accepted and processed for the phone account 401.808.1599.
In the faith of goodwill we have submitted a refund for 55.00 on 5/29/2015 to the card ending in 6853. The transaction ID # is XXXXXXXXXX.
Card Sale Failed XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:28:08 PM 55.00
Card Sale Failed XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:31:46 PM 55.00
Card Sale Approved XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:35:27 PM 55.00
Card Settle 5/22/2015
1:10:32 AM 55.00
Card Sale Failed XXXXXXXXXX
Callee XXX-XXX-XXXX 4...6853 5/21/2015
11:37:03 PM 55.00

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, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the information States on the Revdex.com website, the card was declined twice, then unknowingly approved once, then declined again. I didn't realize it was even accepted until I saw my bank statement.Telmate is not a good company because they charge people to get refunds back from them. They were only trying to appease me because I decided to file a claim through my bank and through the Revdex.com, therefore,they're trying to make themselves look better than they are. Do not trust this company.
Final Business Response /* (4000, 9, 2015/07/01) */
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 May 22nd, 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.
Telmate normally has a 10-dollar processing fee for any type of refund.
There is no processing fee for duplicate deposits made in error.
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,
Final Consumer Response /* (2000, 11, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded my money back into my account, once I filed a claim with my bank and a complaint on this site. Resolution accepted!

Initial Business Response /* (1000, 8, 2015/01/25) */
January 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 Jan 06, 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.
Overage confirmed by accounting for $37.00 on 12/08/14 from one of the kiosks at Yellowstone County Detention.
$37.00 were credited to inmate [redacted] on 12/08/14
Per customer request check refund for $37.00 has been mailed to [redacted] S [redacted] Blvd [redacted] XXXXX
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,

Initial Business Response /* (1000, 9, 2015/04/09) */
received response via email:
April 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 March 11, 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.
Your deposit for 100.00 was added via your web account with credit card ending in 6354 on 3/6/2015.
The funds were applied to your destination number XXX-XXX-XXXX and then transferred to the number XXX-XXX-XXXX on 3/8/15
None of the funds were ever used.
On 3/9/15 Telmate processed 3 refunds back to your card ending in 6354 for the following amounts: $10.00- Confirmation # XXXXXXXXXX
$10.00- Confirmation # XXXXXXXXXX
$20.00- Confirmation # XXXXXXXXXX
For a total of $50.00
We have refunded the remaining $50.00 to your visa ending in 6354, which should be available in your account within the next 3-5 business days. The confirmation # for this refund 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 866.516.0115 if you have any questions or need additional information.
Best regards,

July 1, 2017
 
Revdex.com, Inc[redacted]
 
RE:          [redacted]
 
Dear Revdex.com,
 
This is in response to your letter dated June 30, 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] complaint that the inmate is not informed about deposits or messages and wants a refund. Whenever a deposit is made a voice mail is automatically sent to the inmate’s account letting them know that they have funds added to their account or if a phone number has funds for them to call. It is up to the inmate to check these messages. This is done by picking up the phone in their unit or pod, putting in their pin code and listening to the message. For text messages they need to log into the kiosk/tablet depending on facility, again using their pin number to see if there are any text messages. 
 
When a person is first incarcerated into the jail they are informed on how to use the services, it is posted on the phone or wall by the phone, in addition to a paper that is given to the incarcerated. The jail staff do not inform incarcerated individual to check to see if they have messages, this is up to the incarcerated individual.
 
I show that the person who is incarcerated has gotten the voice mails, and listen to voice mails sent by [redacted] as shown below. The second date from the left shows when the inmate listened to the voice mail the first date is when it was sent/funds added.
 
On [redacted]s phone account she has used most of the funds receiving phone calls from the incarcerated individual so there is very little funds left to use or refund.
 
In order for the incarcerated to see any photos, [redacted] needs to be web friend. In order to do this the incarcerated needs to send her an email invite, which she will need to accept in order to share photos.
 
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 text messages (4 x .25), as they have not been read back to her phone account for a total of $1.00.
 
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, 10, 2015/12/29) */
December 29, 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 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.
Customer has made prepaid deposits for communications with an inmate at the Snake River Correctional facility.
There should be no fees for prepaid deposits associated to one of the Oregon Department of Corrections facilities.
We reviewed deposits made by [redacted] and see that she has been incorrectly charged fees of $7.20 a total of 5 times.
In the faith of goodwill we have refunded a total of $36.00 to the credit card on file ending in 1728.
Funds can be expected within 3-5 business days.
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

Initial Business Response /* (1000, 8, 2014/12/16) */
Dear Revdex.com,
Final Business Response /* (4000, 11, 2014/12/28) */
December 24th, 2014
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 28,2014. 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.
Messages sent have been received and read according to our documentation from the dates Nov 20th - November 28th, 2014.
Attached you will find all message communication between inmate [redacted] and [redacted].
[redacted] was located at the Clark County Jail.
No refund will be issued at this time.
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, 2015/12/22) */
December 21st, 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 24, 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 Clark County Jail have a cost of $0.23 per minute for a full call up to 20 minutes. Cost for a 20 minute call is $4.55
Customer accepted a total of 11 "quick connect" calls. Quick connect cost starts at $0.23 per call plus additional credit card and handling fees. (11 calls for a total of $100.02)
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.
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.
In the faith of goodwill we have refunded a total of $88.41 to the card ending in [redacted]. The funds will become available to you within the next 3-5 business days.
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, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Just want to know how soon to expect payment.

March 1, 2017
 
[redacted]
 
RE:       ID [redacted]
            [redacted]
 
Dear [redacted]
 
This is in response to the 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.
 
In terms of [redacted] rejection of our response, as a show of good faith we have refunded the remaining balance on the account, did not charge any ‘fee' in order to do so and are unclear as to what outcome [redacted] is looking for.  We are also concerned about the true intention of the complaint as it is hostile and somewhat threatening.  There is concern for our employee’s safety.
 
We would request the Revdex.com to reject this as a valid complaint as there is no indication of what [redacted] would like to have that we have not already provided. If the Revdex.com feels this is a valid complaint please provide specifics that warrant it being valid. 
 
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]SupervisorTell us why here...

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, 7, 2014/03/25) */
We have researched this complaint and determined the following occurred:
She booked visit on 3/1/14@20:21 for a remote visit on 3/1/14@21:00.
She called and spoke with rep [redacted] on 3/1/14 time stamped 18:53 calling from XXX-XXX-XXXX...

in which the customer stated she booked a visit but it states the wrong time; it said the visit is for 6:00 pm. [redacted] informed her of the timezone difference but did not inform her how to change this, he did inform her she was in [redacted] time. She inquired about rescheduling for the correct time, she sounded like she didn't quite understand what [redacted] was saying about the timezone because it was scheduled for the right time. She just needed to adjust her timezone. She asked [redacted] if she could adjust the visit time in which [redacted] said she would have to cancel and reschedule. He did inform her of the 24 hour cancellation policy. All in all, she cancelled the visit and [redacted] did apply credit to her phone number XXX-XXX-XXXX account.
The credited funds were used for destination number calls.
She later had to make another deposit of 15.00 to book a visit on 3/2/14@21:00, I think she misinterpreted the credit. She perhaps thought she would get a free visit credit when it was actually a monetary amount to her account, she may not have realized that the calls were coming through using the 'credit.'
In the interset of goodwill we are sent Ms. [redacted] a refund check in the amount of $7.30.

June 24,  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 23, 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.
 
In investigating the charges [redacted] stated where charged to her card on June 23, 2017, both of the charges were done on the web by customer. The deposits were done 6 minutes apart.  This can happens if there is lag on the computer and they hit the submit button twice, thinking the first one did not go through, and it charges the card each time they hit the submit button.
 
The reason why they told [redacted] that they could not assist her is the charges were deposited into trust. We take trust deposits as a courtesy for the facility.  We do not manage the trust accounts and do not have the access to remove the funds if a mistake was made.  Some facilities will accommodate us and will remove the charges so it can be refunded; this facility does not.
 
 
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 the charges of  $49.55 to card ending in 3278.
 
Please feel free to contact me at [redacted] if you have any questions or need additional information.
                                        ...⇄
 
Best regards,
 
[redacted]