Global Tel* Link Corporation

October 8, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because some of the calls he receives from an inmate in The *** County Correctional facility disconnect prematurely and he is
requesting a refund for the dropped callsIn addition he states that GTL charges an $credit card processing fee every time he adds money to his account.We investigated this complaint and attempted to contact *** *** by telephone and e-mail, unfortunately he has yet to respond therefore a letter was sent to *** *** via US mailWe listened to the recordings of *** ***'s calls and determined that calls did in fact disconnect prematurely and we have credited *** ***'s account for the calls*** *** is charged a flat rate of $per call so if he talks minutes or minutes he still charged $per callWith regards to the $credit card processing fee that *** *** was charged, included with our letter we sent to him we sent copies of his payment/call historyThe statement shows that he was charged $for the credit card processing fee not $This fee can be avoided by paying by check or money orderThere are no fees attached to these types of payment options.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi TAgency Complaints

We investigated this complaint and attempted to contact Ms*** via telephone; unfortunately she was unavailable so we left her a voice message stating that her refund has been processed in the amount of $in the form of a check and that she needs to allow business days for the check to
be deliveredby US mail 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 aboveCorporate Headquarters
*** *** *** *** *** *** Reston, VA Operations Center*** *** *** *** *** *** Mobile, AL April 12, The Consumer contacted the Revdex.com because he feels that the $credit card processing fee should not be so highWe investigated this complaint and contacted Mr*** via e-mail and informed him as a time courtesy we have issued a credit back to his account for of the feesIn addition we provided him the address if he chooses to mail his payment by check or money; there are no fees attached to these payment optionsThe United States Court of Appeals for the District of Columbia Circuit issued a partial stay of the FCC Order and in pertinent part, stayed implementation of the rates set forth in the FCC OrderIn order to be in compliance with the FCC ruling regarding ancillary service fees, beginning June 20th the new fee will be $per transaction when making a payment via the IVR or on GTL's websiteGTL 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 she received a phone call from her husband who is currently incarcerated in a at *** *** ***An automated message said that she would be charged $
for the phone call of minutes, broken down to 3cents a minuteShe used $on her *** to set up the GTL accountWhen she added the money through the automated system, it said there's a problem and sent her to an agentWhile being transferred to an agent, she received an email verifying that GTL received the $payment from her bank account at 1:p.mThe payment never posted to her account*** *** still has not been able to speak to her husband.After reviewing *** *** account transactions the CSR contacted our accounting department and *** ***’s $deposit was located and posted to her account.Per conversation between upper management and *** *** a reasonable compensation was reached for the inconvenience of her payment not posting to her account.*** *** *** was contacted on June 7th by upper management and she apologized to customer for any inconvenience this matter may have caused*** *** continued to complain of GTL customer service department supervisor and CSR’s being rude and unprofessionalAlso, complained that GTL recorded prompts failed to provide detailed information regarding depositsMsB*** advised customer that in the future please contact MsS*** regarding any issues she may have prior to contacting customer serviceMsS*** advised *** *** that all customer service representatives do not have approved access to customer’s credit card transactionsMsB*** further advised *** *** that her previous calls will be monitored by Protocol manager first then issue will be addressed with CSR involved to determine whether training and coaching is needed or any other means of discipline for their actions*** *** thanked MsB*** and advised she was satisfied with her resolution and contact the Reston office and advise the same.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 Tarkir Agency Complaints

I have someone in a M*** correctional facility and the calls all get dropped when they attempt to call meThis takes money off the account off my account every time even tho I do not hit a connect button, as usualI have complained to Global Tel Link and got ahold of a very RUDE representative who took my complaint, stating " SINCE THIS IS THE FIRST TIME YOU HAVE CALLED THIS COMPANY " and was told this is a technical difficulty on their endAlready have no use at all for this company and my experience is extremely negative

December 11, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he was trying to add money to his GTL AdvancePay account and the payment declined in our system however, it was deducted from his bank accountWe contacted
*** *** via telephone and e-mail and explained to him that our records show that he has used different credit cards for payments to his account between 10/05/to 11/30/The Fraud guidelines that are in place on our system detects possible fraud if multiple cards are used on account*** *** informed us that the funds have been released back to his card and the inmate has been transferred to a different facility that is not serviced by GTLWe have issued a refund of the remaining balance on *** *** 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 company is set up to handle calls for people who are incarceratedI set up an account so I could speak with my son who was in jailThis company invaded my privacy and was able to go into my Verizon home phone account and block phone numbers and redirect the calls to themThe customer service is rude and will not answer questionsThey charge enormous fees it takes days in this world of electronic banking to get a refund? They also drop calls and charge youThy say they will refund the call and don'tThe answer you get and yes this is the way they speak is a standard answer from all employees "we can do what we need block calls er have contract"They falknthst way because the call center is outsourced to another countryI feel that this company has violated my privacy by benign allowrdnto block phone numbersI have requested the county to no longer use this service and have spoken to many people about itThis company is ripping off our county and government and it should be dissolved before more people get ripped offAll the employees are obnoxious and rude and although they say they reimburse you they don't and again ubhave had so many dropped callsThey are supposed I refund me $when in reality they owe me over $because of dropped callsThe money isn't really the issue it's the invasion of privacy andni feel as though they broke FCC regulations

December 28, 2016The Consumer Contacted the Revdex.com because she Continues to have issuesWhen adding money to her account using her Visa CardMs*** states that GTL took payments from her card however the funds never appeared on her account.We investigated this complaint and
contacted Ms*** via telephone on December 20th and informed her that GTL did not take payments and she needs to call her bank to see if the bank released the funds back to her accountMs*** stated that she would call her bank and call the CSR back the next dayAs of today we have not heard back from Ms*** so we are assuming that the issue was resolved when she contacted her credit card provider.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***

[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:if the complaints manager were to speak with the person whom was attempting to assist me in retreival
perhaps this situation could be clarified...unfortunately there seems to be a serious communication issue involving the facts of the matter...as I have set up a functioning account with a new phone number, email, username and password...my rejection of the business response does NOT require further action and I reject it only to assert that the info provided by gtl is incorrect
Regards,
*** ***

This letter serves as a formal response to the complaint listed above
The Consumer contacted the Revdex.com because she requested that her account be closed and the remaining balance in the account refunded.We investigated this complaint and contacted Ms*** via e-mail and informed her that a check request has been processed in the amount of $Ms*** needs to allow days to receive the check in the mailGTL 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 she is requesting a $refund that GTL charged her in errorIn addition she is requesting that we unblock her telephone so she can receive calls from her son who is an
inmate in the Pinellas County Jail.We investigated this complaint and contacted Ms*** via e-mail and informed her that a refund has been processed in the form of a credit back to her credit cardIn addition her line has been cleared to accept calls from her Son.Ms*** responded to our e-mail thanking the CSR that assisted her in resolving this issue.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

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,
*** ***

August 17, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she is requesting that the money that is on her existing account be transferred or refunded for the calls she accepts from her husband who is incarcerated in
the *** *** County Jail (FL) that have disconnected prematurely.We investigated this complaint and contacted *** *** via e-mail and explained to her that account number *** *** has a balance of $When we attempted to call this number we received a recording saying that this number is no longer in serviceWe have transferred the $$balance from this account to account number 581-In addition we have listened to the calls from June 4th thru August 11th and have issued a credit to the new account in the amount $which represents all the calls that disconnected less than minutesTotal amount Credited to new account was $26.43GTL 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 the calls she receives from her son in the *** Correctional facility disconnect before the full minutes of allowed talk time is up.We investigated this complaint and
contacted *** *** via telephone and explained to her that in our investigation we determined that the recent inmate calls have been lasting the full minutes*** *** informed us that she recently purchased a *** voice number because her son resides in Virginia and she lives in New MexicoWe explained that GTL does not guarantee connectivity on cell phones or VOIP whichever applies to an accountin addition, we explained that she is only billed for the actual amount of time she talks to her son.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

October 21, 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 AdvancePay account to be able to talk to her husband who was incarcerated in a correctional
facility that GTL is the service provider for*** *** was not informed of the $credit card convenience fee when she set up the account*** *** is requesting a refund of the $fee.We attempted to contact *** *** via telephone however, the number that was provided in her complaint has been disconnectedA letter was sent via US mail stating that when a customer sets up an account using our automated system the recording states" applicable fees will be charged when paying by a credit card"The recording does not give the exact amount as the fee varies by facility*** *** can avoid the credit card processing fee by making payments on her account with either a check or money orderThere are no fees attached to these payment optionsThere is no refund due at this time.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.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,
*** ***

[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 completedPlease see to it that they follow all policies and procedures in a timely matter
Regards,
*** ***

March 10, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up AdvancePay accounts so she could receive calls from her son who had been incarcerated in the *** *** ***Her son has been released and
she is requesting a refund on both of her accounts.We investigated this complaint and contacted *** *** via e-mail and informed her that we have processed a refund in the form of a credit back to the individual credit card that was used to set up each accountrefund was processed on the amount of $and the other for the amount of $14.85.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 28, 2015This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because he submitted a refund request to GTL on February 2nd and he still has not received his refundWe investigated this complaint and
contacted *** *** via e-mail on April 28th and explained to him that apparently our refund department was having problems with *** Bank on February 17th with regards to issueing credit back to a customers credit card in the form of a refundWe were not aware of this problem until we started receiving multiple complaints regarding credit card refunds that had not been processed.We have processed *** ***'s refund for the entire balance on the account in the form of a checkThe check has been mailed and he should receive it in a few daysGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,Kathi TAgency Complaints

This 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 she receives from an inmate in the Airway Heights correctional facility that disconnect prematurely.We 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 detected.There is no credit due at this time.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