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Address: 101 Creekside Crossing Suite 1700 PMB 111, Brentwood, Tennessee, United States, 37027
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vendengine DID NOT REFUND my balance of $140. at release at X XX XX cannot get any reply except back and fourth jail to vend
X-XX-XX deposited $460. +/- in account, after several transactions to end of service X-XX-XX balance of $140. +/-, this was not been refunded. I have not received a statement of account after several request. (have been runaround from this company to the facility where deposit was made). from march 2019 until september 2019 is outrageous considering fees charged. I should be able to review my account transactions. who is this company accounted to.
thank you for your help
refund the balance of this account as of 2-27-19
According to our records, at the time of his release his account had a balance of $75.15. He was issued a debit release card for $71.65 after applicable fees. This was given to him during his release, and his account is reflecting a zero funds owed at this time.
On sept.3, 2019 a deposit of $102.00 was taken out of my bank acct., but was never credited to my son's acct.
On 9/3/2019 from kiosk (XXXX) phone deposit machine at the Rutherford county jail. Receipt #*** , deposit ID, trans ID. THE AMOUNT WAS FOR $102.00 on my sons acct. that was never credited to. I want my refund....
I I want my refund. Please!!!!
We can confirm that the deposit for $102.00 was credited to the inmate's personal phone account on September 3, 2019.
Any funds for phone time deposited through our system go to the inmate's personal phone account, which they can use to call any number. When the inmate calls you, and you hear the available balance from the phone company, they are giving you the balance of a prepaid account in your phone number.
In order to use the $102 you deposited, the inmate must select that account to debit from when placing the call. If the inmate needs instructions on how to do this, he can speak to an operator for free, and they can assist him.
(The consumer indicated he/she ACCEPTED the response from the business.)
Double charged on a deposit and they will not refund one of them.
I attempted to make a deposit online but their system locked up. It would just go to a please wait screen which I had to close out of after several minutes of waiting. I made the attempt 3 times before it finally went thru but it charged me for two of them. I immediately sent them an email saying I had trouble with it and that I hoped it had not charged me more than once. The next day I checked my bank statement and it said I was charged twice. I contacted them and asked for a refund but was told they do not offer refunds. I then quoted their terms and conditions that state refunds will be processed for mistakes made by their system or something similar to that. I have tried to bring up their terms of service but the link doesn't seem to work now. When I told them this they cut off all communication with me. Below is our email correspondence minus the original email requesting the refund that I do not have access to. It goes in reverse order newest to oldest. The top one is the email I sent but got no response.
It says in your terms and conditions that if an unauthorized transaction has occurred and you are notified about it then you will provide a refund. The transaction was not authorized because I canceled it before it went thru because your system said it wasn't going thru. I then attempted another transaction that did go thru. You know I didn't mean to have 2 charges go thru as I emailed about it right after it happened. Please refund the unauthorized transaction.
Thanks,
***
On Aug 5, 2019, at 4:42 PM, JailFunds.com Support wrote:
Hi ***,
Unfortunately once a deposit is made we can not cancel or refund that deposit. Please let us know if you have any questions or concerns.
JailFunds Support
Ticket: https://jailfunds.freshdesk.com/helpdesk/tickets/XXXXX
On Sat, 3 Aug at 4:24 PM , *** wrote:
Your system never said a transaction had taken place it just said please wait for like 10 minutes so I canceled out and did it again the same thing happened so I canceled out and did it again and it went thru. Now I have two charges. Please refund one of them.
Thanks,
***
On Jul 26, 2019, at 3:32 PM, JailFunds.com Support wrote:
Hi ***,
The transaction were made at different times, our system does what the depositor asks it to do. We do not process refunds. Please let us know if you have any questions or concerns.
JailFunds Support
Ticket: https://jailfunds.freshdesk.com/helpdesk/tickets/XXXXX
On Fri, 26 Jul at 2:11 PM , *** wrote:
Ur system messed up and took two deposits instead of one and u can't refund it??
Thanks,
***
On Jul 26, 2019, at 9:52 AM, JailFunds.com Support wrote:
Hi ***,
Unfortunately we can not process refunds once a deposit has been made. Please let us know if you have any questions or concerns.
JailFunds Support
Ticket: https://jailfunds.freshdesk.com/helpdesk/tickets/XXXXX
XXXXX:XXXXXX
I would like to receive a refund for $68.57 The amount I was double charged. I informed them in plenty of time for them to be able to get the money out of the persons account before they spent it. I was putting the money on the account for a friend and I did not benefit by them having the money. If they were someone I was responsible for in the facility I would not be making this complaint I would just let them keep the money and roll on but this person was not my responsibility and I gave immediate notice that I only intended for one charge of 68.57 to have occurred. Please have them refund that money.
Would you please confirm the date and amount of each of the transactions you were charged? Also, what are the last four numbers of the card that was used? I will need this to locate the transactions within our system.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the businesses response because it wasn't a response just a request for more information. I am providing the information in the attachments below. I believe all the info you need is in them. I had a new debit card sent to me from my bank so I'm not sure which card numbers you would need or what the previous ones were actually. I'm sure I can locate them somehow if the attachments don't provide everything u need.
Thank you for providing the additional information. In looking at the inmate's account - the inmate did receive both deposits for $68.57 on July 21. I've attached the full copies of both receipts, on which you will see they were made at two different times on that date. The inmate did spend the full amount of both deposits on commissary orders that same day, so unfortunately there are no funds remaining to refund.
Vendengine app service did not provide the service I payed for. We did our part, they did not.
On July 27th, I scheduled an emergency video chat for my fiance to be done at the earliest time for the very next day because our beloved family dog ***, was fatally poisoned by a neighbor and I wanted my fiance to be able to at least see him one last time and say goodbye before *** breathe his last. It was extremely emotional for all of us, so I payed 15 dollars for a 15 minute video chat.
When the appointment finally came, we literally sat there and looked at the phone waiting for the chat notice to come through so that we could start the chat. My fiance attempted this a few times to make it work but the app never put it through to my phone when it was supposed to.
It wasn't my phone that was the problem either, it was the app and it's service. Apparently their app stalled on us!
After 13 minutes of our 15 minute scheduled chat already passed, THAT was when the app service finally decided to wake up and patched the video chat through. I paid for 15 minutes but only got a two minute video chat! So unfortunately for us, this meant that Vendengine/jailfunds robbed us of our full video chat, they robbed me of 15 dollars, AND they robbed my fiance of his chance to say goodbye. We were in tears and of course very distressed by all this. Understandably, I was also completely livid after having to jump through multiple hoops just to find a way to contact their customer service. (through email)
At the end of the day I finally got a very insensitive and lazy email from Jailfunds saying that they got my request and that they'll determine on whether or not it's something that they'll approve and that it will probably take about 2 to 3 days for them to make a decision. In other words, I had to wait 2 to 3 days to find out whether they were going to give a *** or not. I replied to their half-hearted email and chewed them out because obviously we were all very upset by the fact that we just had a very important moment taken from us along with my money. This is something that most customer service representatives should understand and be ready for, but after responding with an opposite and equal reaction to their unsatisfactory service and insensitive email, I promptly got a response back from them once again only this time they coldly said that they closed my ticket "due to inappropriate language" and then they bid me good day with a very rude and smug tone because apparently these people have never actually had experience in working with customers before. So now they get to pat themselves on the back knowing full well that they robbed a young woman of 15 dollars and failed to provide her with the video chat she paid for AND on top of that, they get to clap their hands with glee at the fact that they hurt a family by withholding someone form saying goodbye to a dying member of the family....Something that we will never be able to get back no thanks to this stupid *** app and their unprofessional service.
I mean seriously, someone needs to tell them "welcome to the real world" because when you take a customer's money and you DONT give them what they pay for, of COURSE they are going to get *** and yell at you. That's part of working in customer service.
Poor service = angry customers who will tell them how they feel when you steal their money and laugh.
Vendengine/jailfunds are nothing more than a flock of vultures who take advantage of hurting family members and they swallow large amounts of these families finances without a care in the world. HIGHLY unprofessional business!!
I want my 15 dollars that I paid to be refunded fully, I want a sincere apology for their bad service AND I think it would only be fair for them to throw in a free 15 minute video chat session for me and my fiance since they robbed us of that much needed session.
We have pulled the copies of the correspondence with this customer. She did send in her complaint about the call not working properly, however she did not include the inmate's name or facility location. In order to investigate further, we will need to know the date and time of the video call as well as the inmate's name and the facility where he is located. Once we have that information, we can more easily move towards a resolution.
VendEngine is ignoring my requests for a refund or assistance with properly accessing their service.
I am writing to you about an issue I am having with VendEngine a 3rd party vendor of the Rutherford County Adult Detention Center where my son is presently housed. I currently reside in Shelby County (Memphis) and the only way for me to currently visit with my son (due to financial reasons) is through Off-site Video visits. VendEngine is the Only company who provides this service. These visits cost $6.35 for 15 minutes. I have experienced routine issues with the unsuccessful delivery of this service 6 times (March 10, 2019; March 11, 2019; March 30, 2019; June 18, 2019. June 30, 2019 and July 6, 2019) and I am seeking reimbursement from VendEngine or rescheduling of my visits with the assistance of VendEngine. According to the Officers at RCSO, these unsuccessful visits were due to VendEngine improperly cancelling them or untimely repair/maintenance to the Kiosks. None of these issues are a result of any behavior or infraction on the part of my son or the facility. I have been emailing VendEngine since March up to Saturday, July 6 (my most recent experience with VendEngine cancelling a visit without warrant and not at the direction of the facility), with no resolution and inconsistent, mostly ignored emails. I have also emailed what I believe to be the parent company on Saturday, July 6, spoken with Officers at the RCSO each time a visit has been cancelled (who directs me to VendEngine). There is a clause with this service that indicates reimbursements are not given for unsuccessful visits. I do not understand how this can be allowed for visits that are being improperly cancelled by the company; this is stealing. Visits should only be cancelled at the discretion of the facility and the facility consistently informs me that it is VendEngine and not the facility impacting the unsuccessful completion of the visits. The facility has no ability to correct this or address this with VendEngine for resolution is what I am being told. . This also seems to be unjust and a violation of my son's right to have visitation. VendEngine is being allowed to steal money from consumers. I am requesting reimbursement of my 6 failed visits or assistance with rescheduling them at no additional cost to me. Again, these visits failed on (March 10, 11, 30; June 18 and July 6 of 2019). Note: The first 2 visits listed were paid for by a debit card I no longer have; I was issued a new card for the same account. My financial institution indicated VendEngine can reimburse to that account; however, VendEngine stated in one of their very infrequent responses that my financial institution does not allow this. I am seeking assistance with his issue. (***/complainant)
I am seeking a refund in the amount of $38.01 (6 visits X $6.35) OR I am seeking assistance from VENDENGINE with setting up or rescheduling these unsuccessful visits at no additional cost to me.
We do apologize that Ms. has had so many issues with the visitations. We pulled the records of her cancelled visits, and it appears the jail officers did in fact cancel the visits in question. Regardless, we have issued her refund for $38.01 to her card.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am excited to see the balling on this. However, I received a refund in the amount of ONLY $6.35 (the cost of 1 visit) from VendEngine in my account late last night. I emailed the email address I had and acknowledged receipt of the $6.35 and requested the balance of 5 additional unsuccessful visits. I responded No I do not accept this response, because I have not been made whole completely. I am still waiting for the amount of $31.75 (5 remaining reimbursement visits at $6.35 each). I have provided 2 Snip-it pictures of the deposit into my account and my email response.
We issued multiple refunds to her account. It can take up to 10 business days for all of the refunds to be posted to her account. It just depends upon her bank's policy for posting refunds. She has been issued the full $38.01 in refund.
Document Attached***
The company was dishonest in their initial response to my complaint by stating they refunded me the $38.01 (this should have actually been $38.10). They refunded me $6.35.
I am still owed a balance of $31.75. I have attached a snip-it of the deposit into my account.
Attached are copies of the refunds we issued to Ms. on her transactions. The total refunded to her was $38.01.
(The consumer indicated he/she DID NOT accept the response from the business.)
My bank account only reflects a refund of $6.35 posted on 7/8/19. It has been over the 10 day timeframe that VendEngine (JailFunds) indicated it should take for the full refund to be deposited. I spoke with my financial institution on 7/19/19 and 7/22/2019 and there are no other pending deposits from vendEngine (JailFUnds). When I attempt to open the Zip file from VendEngine the folder is showing "empty", "no documents".
Document Attached***
We are resending the proof of refund in one document, which will hopefully be easier for you to download on your end.
I have tried to contact this company several times with no response for a refund for services I did not receive.
I have tried contacting this company by phone and email on several occasions since before 5/23/18. I left several messages no one has ever called me back or emailed me back. I scheduled a video visit off site for and inmate and on 2 occasions my money was took once I set it up but I did not get my visit due to kiosk issues with the monitors at the facility. I was instructed by the facility to reach out to vendengine in reference to getting a refund as they are the ones who could assist. It's very disappointing to be charged for a service that you don't get to receive. He money should not have came out of my account until the Customer successfully completed their video visits, but no the money came out as soon as I set it up. Other incidences were successful but 2 of them were not and I would like to get my hard earned money back. This is poor customer service that I have to reach out above this company just to receive assistance because apparently no one is ever working at this place to handle these type of situations.
I would like a refund of my money for those 2 failed services that totaled 9.50 times 2.
Hi ***,
We apologize for the inconvenience.
Unfortunately, we cannot issue you a refund. All off-site video visits are non-refundable. Before finalizing your off-site purchase, you had to acknowledge to an agreement that you understood all video visits are non-refundable.
*** has no control over what happens to the kiosks at the facility. Before purchasing another off-site visit, I recommend double checking with the inmate that the kiosks are functioning and are available to use.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I did not read the terms and conditions that is still not fair that you spend money for a service that you don't get to recieve. Regardless of the fact that's money wasted to pay for something that u never get satisfactory services with. Furthermore when I made those scheduled dates it was days I'm advance so how can an inmate predict if the kiosks are going to be working or not? The kiosks are owned by *** as well so you should be responsible for giving refunds when necessary! That's your equipment!
The terms of agreeing to purchase these visits is we do not control if the facility has an outage, the inmates are unable to get to a visit, etc. However - since Ms. continues to purchase visits and be a loyal customer, we have made an exception and refunded two of her previous visits. She should see a refund to her account within 10-14 business days.
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree to the proposed refund from the merchant..thank you for the clarification for future purposes.
I am trying to figure out if Vendengine is a real business. They have taken my money for services that were not provided. I have tried contacting them
I have tried contacting them, but I have not been able to figure out a way to actually talk to someone. I left a voice mail 3 days ago....no response. I also emailed tonight. Don't want to cause them any problems, but I have had no success with them, and I have read their online reviews. I am just trying to figure out if they are a legitimate company.
I only want what i paid for
We can see where Mr. purchased two video visitation sessions for an inmate in Morgan county. Attached are copies of the receipt that will provide proof of purchase.
I don't have any additional details on the situation. If there is something further we need to address, we are more than happy to if you can provide the additional details.
You mentioned you had reached out to the customer service line. I'm sorry you were not able to get your issue resolved. You may want to consider using our online customer service portal next time where you can message directly with a representative to help resolve your issue.
System does not work and can not reach company.
- XXXXXXXXXX is an ENDLESS Loop in Voicemail
- No Response to email
Have paid for their Service 4 times and Service has not worked.
- XXX-XXX-XXXX is an ENDLESS Loop in Voicemail.
Can not get through for past 4 weeks
- No response from emails, 3 weeks ago, 2 weeks
ago & this week
Fix the Video Conference Problem. Link that has been provided 4 times NEVER works.