Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above
The Consumer contacted the Revdex.com because some of the calls she receives from an inmate in the Jefferson County Jail have been disconnecting prematurelyIn addition she is requesting that we close her account and refund the remaining balance on the account.We investigated this complaint and contacted Ms*** via e-mail and explained to her that we did listen to the recording of the calls in question and determined that calls did in fact disconnected prematurelyWe have issued a credit to her account in the amount of $for the dropped callsPer Ms***'s request we have closed her account and the remaining balance on the account in the amount of $has been credited back to her credit cardGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely you
Kathi T***
Agency Complaints

December 4, 2014Dear *** ***,
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on November 7th she made a $payment to her GTL telephone accountShe only accepted calls and when she checked
her balance it was only $when it should have been $*** *** is requesting an adjustment to her account.We investigated this complaint and contacted *** *** via telephone on December 2nd and explained to her that our records show that the inmate was attempting back to back callsWhen this happens the funds are placed on hold for approximately minutes and then released back to the accountWe advised *** *** that the next time the inmate contacts her to tell him not to make back to back calls to prevent the funds from being placed on hold againGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours,
Kathi TAgency Complaints

[A default
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

March 12,
Dear ***
This letter serves as a formal response to the complaint listed above
The customer contacted the Revdex.com because on 02/27/she made $payments to her GTL prepaid phone account via the OffenderConnect
websiteThe funds were deducted from her bank account however they never appeared on her GTL phone account
We investigated this complaint and contacted *** *** and explained to her that when a payment declines the pending transactions are released bank to her bank account within to business daysThe payments that *** *** did not post to her GTL phone account because both payments were declined in our system*** *** informed us that the funds have since been released back to her bank accountThe CSR that spoke with *** *** offered to process a credit card payment while they were on the phone*** *** declined her offer
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call
Sincerely yours,

August 27, 2015This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because When she receives a call from her friend who is an inmate in the *** *** *** Detention Center some of her calls are disconnecting
prematurely*** *** is requesting a refund for the dropped calls.We investigated this complaint and contacted *** *** via telephone and e-mail and explained to her that we listened to her calls and determined that some of the calls did in fact disconnect prematurelyWe have issued a credit for calls in the amount of $to *** *** accountIn addition we explained
GTL's cell phone policy which is we do not guarantee service to accounts set up on cell phonesWith regards to the service fee, this fee can be avoided by using a check or money order to add funds to her accountThere are no fees attached to these types of payment optionsGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,Kathi T
Agency Complaints

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I believe it is a sad reflection of the company that I was unable to get this information until I made a complaint through this procedureThey are taking advantage of consumers in a very vulnerable situation and not providing the information neededThis is a bad business practice
Regards,
*** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:For you to act as of you're doing me a favor on behalf of the company you work for really shows the companys customer serviceI spend more than $dollars monthly on this company and get no help when encountering a problem with the serviceThis company really takes advantage of the hardship people are going through.
Regards,
*** ***

[To assist us in bringing this matter to a close, you
must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because:I am blown away by the LIES this company continues to tell I did in fact speak to global tel link customer service already about this issueI was informed that they had changed routers and that the problem with the calls sound going in and out should be fixed nowBut there response here states they have not been able to reach me, which is a LIEAlso they are failing to understand or hear what the issue was that I was havingIt wasn't calls that weren't being connected Calls would connect and I would be talking with the person who called me and suddenly I could not hear them anymoreBut the call was still connected,, just no sound could be heardI would continue to stay on the line because the call was showing as it was still connected and after about a minute or so the sound would return and I could hear the person on the phoneThis was happening while recieving calls from the la county men's central jailThis happens several times , I would say probably at least on different calls it happened and I was charged full price per minute even for the minutes when I could not hear the other person on the phoneI would like to be credited for that time that I was charged for when there was no sound being transmitted through the phone call connection .
And as for being credited separate times,, that never happened as far as I'm aware ofAs far as I know , I didn't notice any credit /or extra phone minutes added to my phone accountIn fact I've had to put money on the account almost daily just to be able to speak to my boyfriend who's in jail, for a few minutes a day.
Regards,
*** ***

March 14,
Dear ***
This letter serves as a formal response to the complaint listed above
The customer contacted the Revdex.com because the calls she receives from an inmate in the *** *** Adult Correctional facility have been
disconnecting prematurely due to way call detection
We listened to the calls in question and contacted *** and explained to her that on the recordings we heard that either the called party or the inmate pressed a digit on the phone that may have caused the way detectionOn another call we heard the inmate sniffling loud and the system detected it as the inmate blowing into the phone; this could have been detected as a way call attempt as well
We have issued a credit to ***’s account in the amount of $for the calls that disconnected on February 11th, 13th and on March 7th
In our conversation *** informed us that she had another account that calls disconnected prematurelyWe have issued a credit in the amount of $on that account as well
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call
Sincerely yours,

March 6, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because when she checked her balance on her GTL AdvancePay account it had a negative $balance.We investigated this complaint and attempted to contact *** *** via
telephone, unfortunately the telephone number she provided in the complaint has been disconnectedWe sent e-mails as well but we never received a responseA letter was sent to *** *** via US mail and explained to her that currently her account has a $balance owed as of 2/20/per two charge backs (1) 12/for and (1) 12/for $The account will remain blocked until the balance is paid in full and she applies additional funds to receive inmate calls againUnfortunately, because of the chargeback she will no longer be allowed to pay with a credit card; her deposits are required to be***Guaranteed Funds***only.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T*** Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she purchased a GTL Tablet for her brother who is currently incarcerated in A PA DOC facilityHer brother states that when the tablet arrived the screen was cracked.PA DOC
would NOT give her brother the device with a cracked screen, this would be considered as contraband within the facility as the device could be used as a weaponWe have confirmed with PA DOC that the device screen was not broken when delivered to the offenderGTL will not issue any type of refund for this being the damage was caused by the end userIf the device arrived at the facility with a cracked screen, PA DOC would have contacted GTL to have the device replaced as all shipped items are covered by insuranceNo further action is required.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T*** Agency Complaints

September 29, 2015This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because some of the calls that she receives from an inmate in the *** *** Jail (NY) have disconnected prematurely*** *** would like
to be refunded for the dropped callsIn addition she states that GTL is charging her a higher rate than she is supposed to be charged.We investigated this complaint and contacted *** *** via e-mail and explained to her that we listened to the recordings of her calls and determined that the calls were either a mutual hang up between the inmate and *** *** or the inmate was still on the phone repeating hello, hello and *** *** had already disconnected the call on her endThere is no refund due to *** *** for the calls at this timeT
The rate *** *** is charged for her calls is a rate type which is $for the minute and $for each additional minuteThe rate she is charged is the correct rateWe did determine that on occasions *** *** was charged $for the credit card processing fee when it should have been only $We have credited *** *** account in the amount of $*** *** had indicated that she would like a refund via a check because she thought the inmate would be out by nowOur records show that the inmate's last call was on September 28thIn our e-mail response we gave *** *** the option of a refund or leave the money on her account since the inmate is still calling.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely Yours,
Kathi T
Agency Complaints

January 12, 2015Dear *** ***The customer contacted the Revdex.com because she is requesting that a credit be issued to her account for the collect calls she receives that disconnect prematurelyIn addition *** *** says that she is charged $per call because
she does not have a local telephone number to the facility.We investigated this complaint and contacted *** *** via e-mail and explained to her that the rate she is charged for her calls is a flat rate of $no matter how long the call lastsIn addition we have issued a credit to her account in the amount of $for calls that disconnected prematurelyGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi TAgency Complaints

From: Revdex.com of Metro Washington DCDate: Wed, Sep 14, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded
message ----------From: *** *** Date: Wed, Sep 14, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I thank you so much. The company refunded my money right away instead of making me wait dayI really appropriate it, and a young lady did call and speak with meThank you*** ***

Our technical support department has issued a trouble ticket for this issuewe are trying to recreate what happenedAs soon as I have been informed of the results of the ticket I will send a response
MsT***

December 2, 2016The Consumer contacted the Revdex.com because she accepted a call from an inmate in a DE DOC facility and was charged $GTL's automated system said the call would only be $3.00.We investigated this complaint and contacted Ms*** via telephone and explained to her
that the option she chose to accept the inmates call is called "AdvancePay ONE CALL"This option is for someone who does not anticipate more than call from the inmate so they would not want to set up an AdvancePay accountMs*** ask the CSR that investigated this complaint to assist her with setting up an AdvancePay account for future callsAs a onetime courtesy we waived the credit card processing fee.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely,Kathi T*** Agency Complaints

The customer contacted the Revdex.com because some of the calls she receives from her boyfriend in The LA County Men's Central Jail she could not hear him; however the call still showed that itwas connected and she was charged the full amount for the callBased on Ms***'s recent call history, the calls seem to be connectingThe Billing specialist that investigated this complaint provided Ms*** with her direct telephone number so if this issue happens again she can contact MsA*** right awayMsA*** will then be able to listen to the recording of the call and determine if there should be additional credit issued to Ms***s accountIn addition I am attaching a copy of Ms***'s transaction history so she can see when the $credit was applied to her accountGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely,
Kathi T***Agency Complaints

May 2, 2016The Consumer contacted the Revdex.com because on April 15th she deposited $to her son *** ***'s inmate account via the kiosk at the Southeastern Correctional facilityOnly $posted to his account.We investigated this complaint and our technical support
department verified that the customer was correct and only $posted to the inmate's accountA refund request in the amount of $will be processed and mailed to Ms***Ms*** needs to allow days to receive the refund check in the mail.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T*** Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because his account number was set up incorrectly so he is unable to accept calls from an inmate in the Douglas County JailHe has contacted GTL several times to correct the
account number and it still has not been changed.We investigated this complaint and we have corrected the account number from ###-###-#### to ###-###-####We have made several attempts to contact the consumer via telephone and e-mail advising him of the correctionAs of today, we have not heard back from the consumer.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T*** Agency Complaints

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: since I filed this complaint I have had many more dropped calls and no reimbursement and they are charging to dollars every time I put money on my account to use their servicethis place needs to abide by the fcc regulations for calls from and to inmatesthey are violating every applicable law and we have started websites for each state to get them eventually kicked out of the prisons as the main phone service provider
Regards,
*** ***