Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she tried to add funds to her Advance Pay account so a relative in the *** *** Jail (IN) could contact her for the holidaysGTL's automatic payment system said her
payment had been declined; however, the money was deducted from her bank account.We investigated this complaint and determined that there were successful credit card payments made to account number 317-514-on January 2nd and 3rd, we attempted to contact *** *** via telephone several times regarding the decline payment issue with her bank; unfortunately, *** *** never returned our request for a call backAn E-mail was sent to *** *** with this information.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

This letter serves
as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she made a deposit via a GTL lobby kiosk at a PA DOC correctional facilityMs*** was told that the money would be available within hoursThe money never posted to the accountMs*** is requesting a refundWe investigated this complaint and contacted Ms*** via telephone and informed her that the $payment had been located and applied to the inmates Trust accountGTL 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

September 19,
The Consumer Contacted the Revdex.com because she states that the cost of the calls she receives from an inmate in The Trumbull Correctional Institution (OH) has increased to $Ms*** is requesting that the cost of the call go back to the old rate of $We listened to the automated system ####-###-#### recorded prompts using Ms***'s account # ###-###-#### and determined that credit card deposits can be made in increments of $Currently all of the calls Ms*** receives from the inmate are charged to the inmate's debit accountWe have tried Several times to Contact Ms*** with this resolution via telephone and e-mailAs of today We have not received a response to either form of communicationsGTL 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

June 19, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because GTL accepted a payment on her account that was not made by herGTL withdrew the payment and by doing so it caused *** ***'s account to have a negitive
balance.We investigated this complaint and contacted *** *** via telephone on June 16th and explained to her that our records show that someone attempted to make a payment in the amount of $on May 14"During this attempt GTL's system encounterd an error" Controller Timeout"The transaction was never collected from the customers bank account; however the card holder complained to her bank and the bank intern sent a chargeback to *** ***'s account in the amount of $When GTL receives a chargeback we automatically subtract the amount of the chargeback from the account.We have placed the funds back on the account and *** ***'s current balance is $11.54GTL 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, 2016The 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 refund.We 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 request.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

December 20, 2016The Consumer contacted the Revdex.com because he requested via GTL's Website that the remaining balance in his account in the amount of $refundedMr*** has yet to receive his refund.We investigated this complaint and contacted Mr*** via e-mail and explained
to him that the refund request was never processed because we could not verify that the address we had on file was the Correct addressOnce Mr*** verified his address, the refund request was sent to accounting for processingMr*** indicated that he was satisfied 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 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:
They have rules that take advantage of people
When the call is disconnected and they call right back
They get another surcharge They can see this
To require so many people to verify this is wrong
They are taking advantage of people period
Regards,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she added funds to her AdvancePay account so she could accept calls from an inmate in a ** *** Corrections FacilityShe states that GTL charges different fees
every time she adds money to her account.We contacted *** *** via e-mail and explained to her the following:As you may or may not be aware, the FCC Order (15-136) allows providers to pass third-party financial transaction fees to end users with no additional markup.In light of FCC changes in the regulation of transaction and payment fees, it is now necessary for us to pass along the costs (3.25%) that the credit card processors charge GTL to process credit cards used to make payments and deposits separatelyThe fee charged for the use of Automated Payments through the Web and IVR is $or $when you select the use of a Live Operator, plus the third-party financial transaction fee of 3.25% of the deposit amount for credit card processing.The new regulations require these fees be identified and treated separately.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,
*** ***

[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: 11/17/16Re: 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 support.The 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 communicate.Denial, 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 malfunctions.I 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,
*** ***

August 17, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she is requesting a refund for the calls that she accepts from inmates in the *** *** Correctional Facility and The *** *** Correctional
Facility that have been inaccurately billed*** ***'s is charged $for a minute callThere is a minute warning indicator for the end of the call and sometimes the calls disconnect in less than minute*** ***'s main concern was how the CSR that she initially spoke with was very rude.We investigated this complaint and contacted *** *** via telephone and explained to her that we monitored her recent calls and issued a credit for call on July 18th in the amount of $In addition we explained to her that when the second warning comes on the call actually lasted longer than minutes, therefore she is not losing talk time with the inmates.With regard to the issue with the CSR that she initially spoke with, we apologized for the mannerism in which he spoke to herThe CSR that resolved this issue provided *** *** with her direct telephone number should she have 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 TAgency Complaints

We are still in the process of investigating this complaintHopefully I should have the resolution completed by the end of next weekThank-you for your patience and understanding in our delay in getting this resolved in a timely mannerI assure you that we are doing everything we can to
get the issue resolved
sincerely,
Kathi T

The Customer Contacted the Revdex.com because some of the Calls she receives from an inmate in a correctional facility that GTL is the service provider for have been disconnectingprematurelyShe is requesting a refund for these calls.We investigated this complaint and contacted
Ms*** and after she provided us with the dates and times of the calls in question we listened to the recordings of the calls and determined that some of the calls did in fact disconnect prematurelyWe have issued a credit to Ms*** account in the amount of $In addition we informed Ms*** of GTL's cellphone policy which is "Accounts that are set up on cellphones are done at the customer's own riskGTL does not guarantee service to cellphones"The $was a onetime courtesy Credit.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call

December 1, 2016The Consumer contacted the Revdex.com because she is requesting a refund in the amount of $because she states that GTL provided her with a telephone number to use to be able to accept calls from an inmate in the Lackawanna County Jail.We investigated this complaint
and contacted the customer via telephone and explained to her that Global Tel"Link does not sell telephone numbersGlobal Tel"Link is a telephone service provider for correctionalfacilitiesIn addition we explained to her that she needs to re-file her complaint with ***This is the company that she purchased the telephone number fromGTL is not affiliated with this company in any way.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 ???plaints

[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: 11/17/16Re: 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 support.The 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 communicate.Denial, 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 malfunctions.I 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,
*** ***

[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,
*** ***

January 27, 2017The Consumer contacted the Revdex.com because on January 15th she contacted GTL to request a refundThe CSR that she spoke with was rude and unprofessional and disconnected the call.We investigated this complaint and contacted *** *** via E-mail and informed her that
we have moved the funds from *** *** to *** ***After we put the $service fee back on account *** *** *** it had $plus the $from *** *** *** the balance refunded was $The refund was issued 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 T*** Agency Complaints

April 26, 2016The Consumer contacted the Revdex.com because he is requesting the remaining balance on his AdvancePay account credited back to his credit card or refunded.We investigated this complaint and have issued a credit on April 11th in the amount of $back to Mr***'s
credit cardWe attempted to contact Mr*** via telephone to inform him of this resolutionAs of today he has not returned our calls.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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he does not agree with GTL's policy that all friends and family members have to set up individual AdvancePay accounts on their telephone numbers to be able to talk to an
inmateThis causes each friend and family member having to pay the credit card processing fee every time they add money to their accountIn addition Mr*** states that he paying $for a minute call from an inmate incarcerated in the GEO Graceville Correctional facility.We investigated this complaint and contacted Mr*** via telephone and apologized to him that unfortunately GTL's policy is that each telephone account number has to be set up individuallyMr*** can avoid paying the credit card processing fee by paying on his account using a check or money OrderThere are no fees attached to these payment options.With regards to the rate he is charged to accept calls on account number ###-###-####The rate is not $it is $plus $tax for a total of $for a minute callWe have e-mailed Mr*** a copy of his rates and call records.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