Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above.The Consumer Contacted the Revdex.com because he contacted GTL to close his account and requested a refund of the remaining balance in the account.We investigated this complaint and determined that Mr*** called
into our customer service department on August 27th to request a refundMr*** was told at that time he needs to allow days for the refund to be processedWe have issued a refund in the form of a credit in the amount of $back to the credit card Mr***'s used to establish his accountIt is not GTL's policy to pay interest on his account balanceMr*** was contacted with this resolution via telephone.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

March 22, 2017This letter serves as a formal response to the complaint listed above.The consumer contacted the Revdex.com because he made a payment to his AdvancePay account and the money was withdrawn from his credit card but was never applied to his AdvancePay account.We investigated
this complaint and contacted *** *** via telephone and explained to him that the payment applied for the 2nd transaction but declined for the 1st transaction*** *** called his credit card company while we were still on the phone and they confirmed that the $was put back on his credit card on February 24th 2017GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi TAgency Complaints

*** *** returned our phone call today and stated that this issue has been resolved

December 4, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because back in March he contacted GTL to close his AdvancePay account and requested that his account balance be transferred to his new telephone number or
refundedThe money was never transferred or refunded.We investigated this complaint and contacted *** *** via telephone and explained to him that a $refund was processed in the form of a credit back to his credit card on March 14th, In addition, we informed him that we have located $in expired funds for account #*** *** *** and have reinstated the funds back to his account.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 TAgency Complaints

May 23, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she paid to set up an account and never used the account*** is requesting that the be
refunded.We investigated this complaint and contacted *** via e-mail and informed her that a refund check has been processed in the amount of and the check will be mailed to the addresslisted on the complaint.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,

[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,
*** ***

This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting that her Advance pay phone accounts closed and the balances on both accounts refunded because the inmate transferred to a facility that GTL is not the
service provider for.We contacted Ms*** via telephone and informed her that her refund will be submitted for processing on September 19th 2016.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

There was no attachment with a letter Again, today, I am having issues with phone service Actually yesterday 9/at and last Friday 9/at 2235, the phone service was so bad, full of static, we could not hear each other, the calls, each one lasted a few seconds as we tried to give it a bit to clear and they got worse When I called customer service, they told me they would not refund the money for the calls because they were from a cell, not a land line, even though the call had static and I have never, once had that issue on my phone, and it has happened twice in days When are you ever held accountable for your service issues? Why has it taken five weeks to get a response, that just happened to not be attached to the automated response from the Revdex.com The calls are expensive, I should at least have the service I have paid for
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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. I have been advised that they will issue a one-time courtesy credit to my credit cardTo date, this credit has not posted to my accountI will continue to monitor my credit card and if the credit does not post within days, I will refile a Revdex.com complaint
Regards,
*** ***

February 13, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because a GTL CSR informed her that her husband who is currently incarcerated in a correctional facility that GTL is the service provider for was unable to contact
her for days because her Advance Pay account needed to be updated*** *** states that if there was in issue with her account GTL should have contacted her.We investigated this complaint and contacted *** *** via telephone and informed her our records show that her Auto Reload system deposited $to her account January 30th leaving $credit balanceAlso, her husband called January 31th and did not call back until Feb 4thSince that time he has called February 5th, 6th and 7thWe have emailed *** *** a copy of transactions and call records January 27th through February 7th for her review.In addition, we explained to her that perhaps the CSR that she spoke with meant that the account information was current and she just verified the information not actually updated the account.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 TAgency Complaints

July 6, The Consumer contacted the Revdex.com because he set up an AdvancePay account so he could talk to an inmate in The *** Correctional Facility (SC)The service did not work*** *** is requesting that the remaining balance on his account
refunded.We investigated this complaint and contacted *** *** via telephone on July 2nd and advised him that we have processed his refund check in the amount of $48,The refund check will be mailed to him via US mailGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly,
Sincerely Yours,
Kathi TAgency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because there were unauthorized charges on his credit card to accept calls from an inmate in the Alameda County Santa Rita JailMr*** is requesting a refund of the
charges.We investigated this complaint and contacted Mr*** via E-mail and explained to him that unfortunately the charges were made via his debit card to his girlfriend's account and GTL considers this "Friendly Fraud"We have placed a block on account # ###-###-#### to prevent any further chargesMr*** will need to dispute the charges with his financial institution.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

March 24, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because GTL does not disclose the fees and taxes she is charged when she set up her account to talk to an inmate in The ** *** *** Correctional facility.We
investigated this complaint and contacted *** *** via telephone and explained to her that when the inmate calls her number for the first time one of the options is to set up an AdvancePay accountthe recorded prompts advise that applicable fees and taxes will be applied; however, it does not give the exact amount because the fees and taxes vary per contractThere is no refund due at this timeIn addition, we provided *** *** with GTL’s mailing address if she chooses to make payments on her account with a check or money orderthere are no fees attached to these payment options.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 TAgency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she received a call requesting her to set up an account so she could receive calls from an inmate in a correctional facility that GTL is the telephone service provider
for.We investigated this complaint and contacted *** *** via telephone and explained to her that we could only provide her with the facility where the calls originated from; unfortunately, we are notable to identify the name of the inmate*** *** was not satisfied with this resolution and became very arrogant with the CSR that contacted herWe tried to explain to her that it is a possibility that the inmate dialed her telephone number in errorWe offered to add *** *** telephone number to GTL's do not call list in which she replied "that's not what I asked and your company needs to provide more information"*** *** then stated that she has spent way too much time on this issue and disconnected the call.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 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 card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely you Kathi T*** Agency Complaints

October 24, 2016The Consumer contacted the Revdex.com because there is a block on account # ###-###-#### and she requested that the block be removed so she could set up an account to accept calls from an inmate in the Essex County Jail.We investigated this complaint and determined that
there is not a block on this account at this timeThe System shows the call failure reason as "inmate cannot afford this call" so the inmate was trying to use debit calling but did not have the funds to do soThe last call was 08-10-16.We have attempted to contact Ms*** several times via telephone to inform her of this resolution; unfortunately she has not returned our request for a call back.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

June 18, Dear *** ***,
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that the remaining balance on her account be refunded.We investigated this complaint and
contacted *** *** on June 16th and informed her that the remaining balance of $has been credited back to her credit cardIn addition we havewaived the $refund processing fee.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call

February 19,
Dear *** ***
This letter serves as a formal response to the complaint listed above
The customer contacted the Revdex.com because she is requesting that we close her account and a refund of the remaining balance on the
account
We have attempted to reach **. *** by phone and e-mail, as of today we have not had a replyWe have no record of an account set up on phone number ###-###-####We will be more than happy to investigate when *** *** provides us with a different account number
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call
Sincerely

[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,
*** *** ***

We are still in the process of investigating this complaintWe have called the customer for additional information and we are waiting for a return call