Global Tel* Link Corporation

September 23, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting a refund for the taxes and SCCRF that she is charged per call that she was not made aware of when she
first set up her GTL account to accept calls from an inmate in a correctional facility that GTL is the service provider for.We investigated this complaint and contacted *** *** on September 22nd via telephone and explained to her that we are required by law to charge the taxes and SCCRFGTL does not keep these feesThey are paid to the appropriate agencies on a quarterly basisUpon further review of *** ***'s account we determined that there were calls that disconnected prematurelyWe have issued a credit to her account in the amount of $for the dropped calls*** *** thanked the CSR for the explanation of the fees and the $credit to her account.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely Yours,
Kathi T
Agency Complaints

November 28, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he has talked to several GTL CSR’s about gaining access to his account and he is still unable to log on.We investigated this complaint and contacted ***
*** via telephone and assisted him in the process to obtain his user name for our ConnectNetwork website*** *** is now able to lto 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

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

[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 she is requesting to close her GTL AdvancePay account and is requesting a refund of entire balance left on the account.We investigated this complaint and contacted Ms
*** via e-mail and informed her that we have issued a Credit back to her credit card of the full balance on her account in the amount of $Ms*** was not charged the $refund processing feeMs*** 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

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 12,
The Consumer Contacted the Revdex.com because some of the calls she receives from her Fiancé who is currently housed in a correctional facility that GTL is the telephone service provider for have been disconnecting prematurelyMs*** is requesting a refund for these callsWe investigated this complaint and contacted Ms*** via e-mail and informed her that we have listened to the recordings of her calls and determined that some of the calls did in fact disconnect prematurelyWe have issued a credit to her AdvancePay account for the dropped calls from 6/01/to 9/04/In addition we provided Ms*** with copies of her calls recordsGTL 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 29, This 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 accountThe 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 optionGTL 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

November 9, 2016The Consumer contacted the Revdex.com because she purchased E-mail services from GTL so she could E-mail her husband who is currently incarcerated in a PADOC facilityThere were E-mails that she sent that he did not receiveMs*** is requesting a credit for the
E-mailsWe investigated this complaint and determined the following:Number of messages sent from Ms***14I am including a printout of the dates and times of the e-mails that have been sent and received by her husband.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

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 practiceThe 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 deviceGTL 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 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

[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 hereby reject GTL's response as, contrary to their averments, GTL has not placed any deposit into my husband's account.On October 12, 2016, GTL contacted me via email stating: "[Global Tel Link] conducted another investigation and the results reflect the $deposit was creditedAlso, I contacted 'Rock view' Accounting Department today and $deposit made September 19th was confirmed and posted to your 'son’s' account on September 28th."First, (and despite correspondence exchanged with GTL), GTL is so inept that they're clearly unable to keep straight that this was a deposit to my husband's account, and NOT to my son'sSecond, on even date, I informed GTL that my husband had not received any deposit from GTLI then asked GTL to send me any/all documents evidencing GTL's alleged trust account deposit/transactionOne would assume that a company handling financial transactions would maintain documents evidencing that these transactions were effectively and successfully made, and that the same should be readily available for productionAt any rate, unfortunately my request has conveniently gone unanswered.It's quite clear that GTL is incompetent and completely incapable of handling individual's FDIC insured fundsFurther, they blatantly lie and conduct business in a fraudulent manner. I respectfully request the Revdex.com take action against GTL for fraudulent business practices and/or to demand GTL produce documentation verifying the alleged deposit to my husband's GTL account.Thank you for your time and assistance in this regard Regards, *** ***
p.sPlease be advised there is also a complaint that has been filed with Alabama's Attorney General's office regarding this issue

This is a predatory company that uses antiquated equipment and charges an arm and a leg for phone service that nine times out of ten, I do not get because their automated system will not connect the call saying "Your call was not accepted" when it was me who was receiving the callI know for a fact I'm not the only one complaining about this with these crooksThey then just blame your cell phone stating that their system cannot communicate with it properlyThat's funny because my mortgage company, my electric company, my bank, and my cable company all use automated systems and I NEVER have this problem with themThey tell me that I should incur the costs of installing a land line just to be able to speak with an incarcerated loved oneThese fools have a monopoly on the prison phone business so I along with millions of others are stuck with these scumTrust me, if I had options, I would use themI hope that the people that run this company have their loved ones stuck in some sort of life or death situation and have to use this lousy service to call for helpAbsolutely disgusting how they prey on the families of inmates

February 19, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she purchased Debit Links for an inmate in the *** Correctional Facility so the inmate could purchase musicShe found out after she made her purchase
that the music feature is not available at this facility.We investigated this complaint and contacted *** *** via telephone and informed her that we have processed the refund in the amount of $back to her credit card*** *** is aware that she needs to allow to business days for the credit to appear on 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 yours,Kathi T*** Agency Complaints

September 12, 2016The Consumer Contacted the Revdex.com because some of the calls she receives from her Fiancé who is currently housed in a correctional facility that GTL is the telephone service provider for have been disconnecting prematurelyMs*** is requesting a refund for these
calls.We investigated this complaint and contacted Ms*** via e-mail and informed her that we have listened to the recordings of her calls and determined that some of the calls did in fact disconnect prematurelyWe have issued a credit to her AdvancePay account for the dropped calls from 6/01/to 9/04/In addition we provided Ms*** with copies of her calls 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

November 14,
" vertical-align: baseline; white-space: pre-wrap;">The Consumer contacted the Revdex.com because on October 26th her bank account was charged different by GTL without her authorizationWe 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 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

October 27, 2016The Consumer rejected our original response because she insists that the $payment that she made via the kiosk never posted to her husband's account.We investigated this issue further and contacted the PA DOC headquarters for their assistance with this investigationThe PA DOC contacted Ms*** and she confirmed that that she sent her husband the following:$on 9/$on 9/$on 9/27Ms***'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 it.The 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 findings.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

Global Tel* Link Corporation Corporate Headquarters Operations Center
www.gti.net
December 9, Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania
K Street NW, 10" Floor Washington, DC 20005-RE: *** *** -
***This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she set up an AdvanceRay account to be able to accept calls from an inmate in the Stillwater correctional facilityThe inmate was transferred to the Faribault Correctional facility which is closer to her home and the rate that she is charged is higherWe investigated this complaint and contacted Ms*** via e-mail and explained to her that the rates for each facility in the MNDOC were negotiated differently between MNDOC and GTLThe rate she is charged for the inmate's current facility is the correct rateWe included in our e-mail to Ms*** a copy of the rate sheet for both facilitiesGTL 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

[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 ***, they are refunding the cost of calls that prematurely disconnect within a second or two, that they charge $each time forHad I not persisted with several phone calls to their call centre which I escalated to supervisor level and still not gotten aware than I would not have had to contact the Revdex.comPerhaps they will change their policy of making their staff stonewall any attempts at requesting a refund when these extremely high fees are levied and be more receptive to giving people their money back when they receive a poor service and be more open about each of the charges incurred by making a phone call using their service? I find that this resolution is satisfactory to me
Regards,
*** ***