Global Tel* Link Corporation

This letter serves
as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting a refund for the calls she receives from an inmate in the Airway Heights correctional facility that disconnect prematurelyWe investigated this complaint and contacted Ms*** via e-mail and explained to her that our Technical Support department issued a trouble ticket and determined that there have been completed calls since JanuaryOut of these calls only were dropped due to a 3-way call was detectedOn these calls the called party was talking to other people in the backgroundThis is the reason a 3-way call was detectedThere is no credit due at this timeGTL 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 on May 01, he made a $payment to an inmate’s commissary accountThe funds were applied to the inmate’s debit account instead*** *** would like the funds
transferred to the inmate’s commissary account.We investigated this complaint and contacted *** *** via telephone and explained to him that the option he chose when making his payment was the inmate’s debit phone account not his commissary account*** *** advised the CSR that he spoke with that our system is very confusing to useWe explained that for future commissary payments he needs to select “Trust” payment and to add funds to the inmate’s Phone account he needs to select “Pin Debit”Upper management approved a $refund in the form of a credit back to *** ***’s credit card as a onetime courtesy.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 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 errorGTL 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

October 27, The Consumer rejected our original response because she insists that the $payment that she made via the kiosk never posted to her husband's accountWe investigated this issue further and contacted the PA DOC headquarters for their assistance with this investigationThe PA DOC contacted Ms*** and she confirmed that that she sent her husband the following:
$on 9/
$on 9/
$on 9/Ms***'s husband got a receipt but says that it did not indicate that the $was from the Kiosk so that is why she believes that her husband thought he did not receive itThe PA DOC indicated that they have an interface from GTL to JPayShe agreed that her husband did get it and that the interface may have Confused him| informed her that this was not a GTL issue that this was a DOC issue and that we would be investigating why it took week to get on the accountThe PA DOC assured her that they would respond back to her as to the findingsGTL 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

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 her husband is an inmate in the SC Frackville correctional facility and he purchased a tablet from GTLHe began to have some technical problems so he sent it backHe
received a new tablet and he was unable to retrieve songs that he had on his old tablet.Our response to this complaint is as follows:Artist and record labels determine what songs are availableWhile most songs are available all the time there are occasions when artists may stop offering songs or a label will stop offering an artistWhen this happens, a song is unavailable for the inmate to download to his deviceGTL has no control over these mattersIf the artist and/or label decide to make the song available again the song can be downloaded to the inmate's device again and he will not be chargedThis is a music industry wide practice.The above response was sent to the offender times and explains why the offender is unable to download the tracks at the timeIf the media provider is allowed to place the media back in the catalog, the offender can then download the track to his device.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 with regards to her credit card payment being declined, the calls she receives from an inmate in the *** *** Correctional facility disconnect prematurely and the rates she is
charged to receive calls from the inmate.We investigated this complaint and contacted the Customer via telephone and explained to her that the rate of $per minute is the correct rateShe is only billed for the actually time she is on the phone with the inmateSince the customer did not provide the dates and times of the dropped calls we were unable to investigate this portion of her complaint to see if a refund was due to the customerWith regards to her declined payment we explained that it is her financial institution that determines the amount of time it takes for the funds to be released back into her account not GTLGTL advises customers to allow to business days for the funds to be released.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely,Kathi T*** Agency Complaints

March 26, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because a call that he received from an inmate in the *** Correctional facility on 03/18/disconnected prematurely**
*** is requesting a refund for this call.We listened to the recording of calls on 03/18/and contacted *** via e-mailWe explained to *** that *** upper management reviewed two calls March 18th @4:and 4:that disconnected from inmate housed @ *** Correctional (Ml)The recorded prompt advised dialing additional digits is not allowed (meaning the system possibly detected sounds of digits being pressed ) not disconnected advising error message stating that no numbers can be dialed on this number as he stated earlier during our conversationUpper management granted an adjustment of $issued as a ***ONETIME COURTESY***bringing account balance to $We apologized to *** for any inconvenience this issue may have caused him and the inmateUnfortunately, Global Tel Link Cell phone policy remains the same ***Cell phone accounts are created @ ***CUSTOMER'S OWN RISK***.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely,

July 13, 2016The Consumer contacted the Revdex.com because she made a payment to her son's father's trust account and the payment did not post to the account.We investigated this complaint and contacted Ms***-*** via telephone and explained to her that our records show that there
were payment attempts on June 30th and due to a computer malfunction one payment was rejected and the other payment that was authorized did not apply to the inmates accountThe $payment that was authorized but did not post to the inmates account has been credited back to Ms***-***'s 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

February 26, 2016The Consumer contacted the Revdex.com because she states that GTL withdrew money from her credit card but never applied the funds to her account.We investigated this complaint and tried several times to contact Ms*** via telephone, unfortunately she did not return
our request to call us backWe e-mailed Ms*** and advised her that the payment she made to her account declined in our systemMs*** needs to contact her financial institution and ask how long they place a hold on her funds before they release them back to her accountTypically it is to business days.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,
*** ***

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 would like to add that the message does not state that there will be a fee charged as I explained to the representative when they contacted meWhen a person from the jail calls you and you choose to set up a prepaid account there is not a mention that a fee will be chargedI understand fees may differ depending on the state you are in but it does not say anything about a fee being chargedHowever I no longer need the services but I would like the fees that were charged to be refunded to meThe company will not do it so it is a waste of time they will keep just insisting that the message tell you there are applicable fees but it does notThank you Revdex.com.
Regards,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on May 6" she made a payment in the amount of $plus the $credit card processing fee to her son's trust accountminutes later another $payment and $
payment was deducted from her bank accountMs***-*** only intended to make payment, not 2.We investigated this complaint and attempted to contact the customer via telephone, unfortunately her mailbox was full so we were unable to leave a messageWe contacted her via US mail and explained to her that since the money was put on her son's trust account we are unable to reverse the 2nd paymentWe did however issue a credit for both of the credit card processing fees in the amount of $11.90.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Sincerely,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,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he made a $payment via GTL's ConnectNetwork website to be able to accept calls from his brother who is currently incarcerated in The Limon Correctional facilityThe
payment never posted to his accountMr*** is requesting the $payment Credited back to his credit card.We investigated this complaint and determined that when Mr*** originally set up his AdvancePay account he used ###-###-####When Mr*** made the $payment he entered the correct account number Which is ###-###-####.We contacted Mr*** via telephone and explained to him that the reason the ConnectNetwork system showed that there were no funds available on Account number ###-###-#### was because they were applied to the correct account numberWe offered to refund the $payment, however, Mr*** requested that we keep it on 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 T*** Agency ???plaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because several of his inmate calls from the Stillwater Correctional facility have been disconnecting prematurely.Unfortunately we were unable to investigate this complaint because
Mr*** did not provide any specific dates, times, area code and telephone numbers of the calls in questionWe have sent Mr*** a letter via US mail requesting this informationOnce/if we receive this information we will be more than happy to investigate this issue.GTL anticipates that this will close this complaint at this time and should you have any additional questions please feel free to contact me directly.Sincerely yours,Kathi T*** Agency Complaints

October 18, 2016The Consumer contacted the Revdex.com because she no longer needed her GTL telephone account and requested a refund of the remaining balance on the accountMs*** has yet to receive herrefund.We investigated this complaint and contacted Ms*** via telephone and
explained to her that our records show that when she called in to request the refund the first time the CSR did not verify if the credit Card she used to set up the account was still activeOnce We Verified the Credit card number with Ms*** we processed the refund 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 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

Complaint: ***
I am rejecting this response because:
My complaint was regarding the continued use of, if you have any questions please call a number that does not answer questions about the original problemThis phone number that has been given to me repeatedly takes me to a call center that only handles GTL telephone businessIt does not have anything to do with technical support or with trust fund depositsThis phone number has repeatedly been given to me by technical support however I cannot get technical support questions answered through itI am unable to contact the people except through email which is extremely aggravating due to its slow response and if questions remain you must ask them by email in which you get a computer-generated responseThat computer-generated response may take days to months to even be receivedWhat are these computer-generated response is also allowed for a phone call to be made instead of an email however the number Remains the Same and you are unable to contact the person that sent the emailThat is what the original complaint was aboutIt did resolve several other issues I had in regards to technical support that I had emailed them already about
Regards,
*** ***

September 24, 2015The Consumer contacted the Revdex.com because he no longer needed is GTL telephone account so he called to request a refund*** *** was not aware of the $refund processing fee*** *** is requesting that we waive the refund processing fee and refund the
entire remaining balance on his account.We investigated this complaint and contacted *** *** via telephone and informed him that we have issued a credit back to his credit card for the entire balance on his account in the amount of $*** *** is aware that he needs to allow to business days for the credit to appear back on his card.GTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directly.Sincerely Yours, Kathi TAgency Complaints