Global Tel* Link Corporation

February 9, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on January 31st, he contacted GTL to transfer funds from one account to another accountThe funds have yet to be transferred.We investigated this complaint
and determined that the $balance on account number *** *** *** was transferred to account number *** *** *** giving the account an available balance of $The transfer was processed on February 7thWe contacted *** *** via e-mail with this resolution.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

Complaint: ***
I am rejecting this response because: The letter they have sent to you is providing informationI never received a $credit to my accountThey only waived the processing fee that was charged to me at the kiosk originally and applied that to my account in the form of credit which totaled $Due to the company error I was forced to receive calls from the facility for $each callI really wish that they would credit my account for those ridiculous expensive callsI had no choice but to charge my card $each call due to my credit being lostIf I did not charge the call then I would not get to speak to my young son that is in the facilityI am already going through a hard time and this just added to itI feel if you choose to run a company you must do it right and not try and rob people of their hard earned moneyI would like to receive an additional credit to my account in the amount of the expensive calls I had to pay for because GTL's system failedI should not be responsible for that.
Regards,
*** ***

November 14, 2016The Consumer contacted the Revdex.com because on October 26th her bank account was charged different by GTL without her authorization.We investigated this complaint and contacted Ms*** via telephone and explained to her that our records show that Ms***
made several payments on October 26th and our system declined of the transactionsOnce a transaction is declined GTL is not going to collect on the fundsMs*** informed us in our telephone conversation that the payments have been released back to her 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 T*** Agency Complaints

Billing adjustment credit of $10.00-$

November 15, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because *** ***’s father set up an account to be able to talk to an inmate in a GA DOC facilityOnce the account had been established, *** *** was told that
GTL is not the telephone service provider for the GA department of corrections.We investigated this complaint and contacted *** *** (*** ***’s father) and advised him that GTL lost the contract for the GA DOCGTL has processed a $refund in the form of a credit back to *** *** 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 yours,Kathi TAgency Complaints

February 7, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because the credit card she uses to add money to either her husband's debit account or her AdvancePay account will randomly decline her card.First of all, let me apologize for the length of time it took to provide a resolution to this complaint.After a very in depth investigation we determined that in early January credit cards were being rejected due to Fraud Rules inadvertently rejecting *** transactions and *** transactionsThe rule has been modified and *** *** should not have any problems going forwardWe have contacted the customer with this resolution.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

November 1, 2016The Consumer contacted the Revdex.com because she called GTL's Customer Service department to have the funds on her cellphone number transferred to her landline telephone numberMs*** was advised that she would not be able to transfer the funds and she would have to
set up an additional account on her landline to receive calls from an inmate in the CEC Talbot Hall facility.We investigated this complaint and contacted Ms*** via e-mail and informed her that per her request We have transferred the balance of $from account number ###-###-#### to account number ###-###-####In additional we advised her that the appropriate action will be taken with the original CSR that she first spoke to.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

November 17, 2016The Consumer Contacted the Revdex.com because he has not been able to receive calls from an inmate in the William Huron Valley Correctional facility after changing his telephone number about a week agoMr*** states that GTL needs to update his account with the
new telephone number.After reviewing Mr***'s account number ###-###-#### we determined that Mr*** requested GTL to transfer the funds on this account in the amount of $to account number ###-###-####The transfer was processed on November 8th Once the transfer was completed account number *** was left with a $balanceMr*** accepted a minute call from the inmate on November 14th on the new 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 T***Agency Complaints

January 30, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she incorrectly deposited $into an inmate’s Debit Link accountShe intended for the payment to go to the inmate’s Trust accountWhen *** ***
contacted GTL’s Customer Service Department she was told that she is not allowed to transfer the funds.We investigated this complaint and contacted *** *** via telephone and explained to her that the reason that customer service advised her that she can’t be refunded is because she had another number *** *** *** that she never gave them, so they were unable to see the transactionHowever, the has been refunded and customer has been advised that the site that she is receiving calls from does not have Debit Link.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

October 25,
The Consumer contacted the Revdex.com because she contacted GTL to request a refund of the remaining balance on her account months agoMs*** has never received her refundWe investigated this complaint and contacted Ms*** via telephone and explained to her that her refund has been processed in the form of a credit back to her credit cardMs*** is aware that it could take to business days for the Credit to appear back on her cardWe apologized for the delay in processing her refund requestGTL 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Kevin BL***
Senior Counsel &
Compliance Officer for this organization confirmed they completed the investigation weeks ago Because I requested it in writing instead of over the phone, he has refused to provide it and has ignored all communicationsThis company is full of lies and deceit
His email:
From: Kevin *** To: *** *** Sent: Monday, January 26, 1:PMSubject: RE: Credit Card Statement
*** ***:
Please provide a few available times to discuss this matter on Wednesday or Thursday of this weekThank youKevin
Kevin *L***
Senior Counsel &
Compliance Officer
Regards,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has been receiving unwanted calls from GTL repeatedly throughout the day and nightMs*** is requesting her telephone number blocked.We investigated this complaint
and contacted Ms*** via telephone and explained to her that we determined that she was receiving calls from an inmate in the Jefferson County Jail (AL)Per Ms***'s request we have placed a block on her telephone number which will prevent her from receiving any calls from all of the correctional facilities that GTL is the service provider forIn addition we explained that we have no Control over who the inmates attempt to call and it was possible that he was dialing her number in error.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

[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,
*** ***

I had contacted Glenda R*** about this, I do not show any refund for the one refund claimed in July that was processedWhile dealing with GTL previously (before asking Revdex.com to investigate), we had identified the questionable activities to their representative and he steadfastly denied any refunds were owedGTL has processed one of these, thereby admitting they had made a mistake and their representative was in errorI'm claiming the 2nd refund was never received, I'm not going to contest the 3rd "never charged" claim by GTL at this time, as it would significantly slow down the processTherefore, I'm willing to split the difference and accept the one refund still owed to us and disregard the 3rd "never charged" transaction, then the case would be closed

Date: Tue, Aug 4, at 10:AMSubject: 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: Mon, Aug 3, at 1:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" Problem has been fixed

[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]Date: 11/17/Re: Complaint #***Dear Revdex.com Washington DC and Eastern Pennsylvania,
I am rejecting this response because it is factually incorrect and cites partial facts and information purposelyTheir "response" is meant to deceive and is a typical recurring non-response, which illustrates how they attempt to avoid accountability for their negligence and poor customer supportThe good news is that on November 14, the multiple GTL system errors have FINALLY been correctedThe only reason for this is because the Revdex.com intervened on my behalfEven with the help of the Revdex.com, it took a great deal of effort to get GTL to do something other than deny responsibility and simply pay lip service to their "corrective actions"This is evidenced by their last response to the Revdex.com in writing (to which this is a response)To be clear, my phone number change did not go through as stated, my money on account was not available and my old (non-working) phone number was still listed as my official account phone numberI spoke with an escalation person at GTL on November 08, and was told that everything was in place to complete my phone number (account) changeThis was obviously not true, and instead I have been unable to use my pre-paid phone service accountThis caused great hardship for me and for the inmate with whom I was unable to communicateDenial, obfuscation and careless unprofessional behavior were the hallmarks of this misadventureThis is the same response I have received several times in the past years when their system malfunctionsI am grateful to the Revdex.com for generating a responseHad it not been for your efforts, my account would still be disabled, my money lost and the inmate without outside contact and assistance
Thankfully,
*** ***

January 16, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because in September she made a payment to her AdvancePay account and her payment was deducted twice from her bank account*** *** requested that one of her
payments be credited back to her credit card*** ***’s account is currently blocked from receiving calls.We investigated this complaint and contacted *** *** via US mail and explained to her that our records show that the duplicate payment has already been credited back to her bank account via her bank because she contacted her bank before she contacted GTLOnce fraud is reported to her bank and they add the funds back to your bank account she can no longer make payments to her AdvancePay account in our system using a credit cardThe duplicate transaction took place on September 1st and *** *** did not contact our call center until November 18th The chargeback from her bank posted to her account on September 14th *** *** made another payment on December 26th and that payment was refunded on January 9th *** ***’s current balance is negative $*** *** no longer has the option of adding money to her AdvancePay account using a credit card due to the chargeback*** *** can add funds to her account using a check or money order.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

[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 worked as a counselor at the *** *** ** *** *** facilityOne of my former students had become incarcerated in *** **After a year of using *** *** for telephone services while following the pulse of the caseUnfortunately the student pled guilty to take a year minimum sentence and put it behind himHe was Transferred to *** *** in *** ***I was prompted to now set up an account with GTL to continue phone servicesI did so on 11/5/I found the website misleading and difficult to use(I'm a *** *** *** in *** *** *** for *** *** presently)I can only imagine how the average person uses their servicesAnyhow after a month of calling GTL and asking for assistance with setting up services and a month of getting bounced around and months of no contact with my former student because of GTLI gave up and requested I be refunded the $I had put on my account VIA a credit cardAfter GTL ignored that request I filed a dispute with *** *** *** recovered the $for meGTL then went into my account and marked it as being -$negative balanceIt's 2nd grade math +$- $= not $-I spent over hours on the telephone with *** *** and GTL trying to get my account accurately updated and GTL simply refused toI haven't made or got one phone call from my former studentHe wrote a letter to me stating the phone service at that facility was scamming people out of money by dropping their calls or charging $for minutes of talking and for the lousy year he is inWe can just write to each otherI informed him of what I was going through with GTL as it is and they were not getting any of my credit card informationI called GTL at one point with a rep from *** *** on the line and they were caught in a lie that *** *** has on tapeI'm considering legal action against GTL if this matter isn't rectifiedIf I do i'm going to be looking for a whole lot more than $30.00.I want my account brought to as I owe GTL nothinglike I said before +- $= according to GTL's math +$- $= -$it's pretty sad that I have to go to the Revdex.com for something this elementarybut then again after reading over all of the Fraud watch websites GTL jumps right off the pageThe complaints will go past the Revdex.com right on to SC senators if this matter isn't cleared up and within the next weeks
Regards,
*** ***

November 2, 2016The Consumer contacted the Revdex.com because she attempted to make a $payment via GTL's mobile appThe payment declined so she attempted to make the payment more timesAll payments declined however all payments were deducted from her bank accountMs***
is requesting a refund of all paymentsMs*** responded to our e-mail that was sent by one of our billing specialists on November 2, stating that the funds were released back to her bank account on November 1stThe billing specialist provided Ms*** with her direct telephone number should she have any additional problems in the future.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 above.The Consumer contacted the Revdex.com because *** *** was advised by GTL that if she would like to continue to receive calls from an inmate in the *** *** Correctional Facility (TN) she would
have to set up an Advance Pay account*** *** would like to continue to have calls billed to her LEC.We investigated this complaint and contacted *** *** via e-mail and explained to her that when a customer exceeds the velocity threshold we ask the customer to set up an AdvancePay account.The velocity thresholds are not set forth by her Local Exchange carrier but by where the call originates from - GTL's phone platform at the facilityCustomers like herself that receive a high amount of calls within various interval could be subjected to opening a AdvancePay account that needs to be funded through various channels (e.gcheck, money order, Credit cards)This practice in standard in the industry and there are hundreds of thousands of customers utilizing this service every monthAnother option would be that *** *** Could fund the inmate's debit account.For more information about telephone calling plans *** *** can go to the TN DOC websiteShe will be able to see that LEC billing is no longer an option.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