Global Tel* Link Corporation

May 8, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has called GTL several times requesting that both of her accounts closed and a refund of the remaining balances on the accounts.Our records show that ***
*** did in fact call to request a refundFor some reason the refund request was never processedWe contacted *** *** via telephone and informed her that her refund has been processed in the form of a credit back to her credit card that she used to set up the accounts*** *** is aware that she needs to allow 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 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 calls that were disconnected prematurely due to 3-Way call detects that she received from the Dorsey Run Correctional Facility.We
investigated this complaint and contacted Ms*** via e-mail and explained to her that we listened to the calls in question and determined that the calls were not 3-way call attempts and issued her a credit to her account in the amount of $In addition we reminded her that if the inmate is caught attempting a 3-way call he could lose his telephone privilegesThe CSR that provided this resolution to Ms*** provided her with her direct telephone number should she have any additional problems in the futureGTL 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. I have received my refund
Regards,
*** ***

February 13, 2017The Consumer contacted the Revdex.com because she states that GTL is holding her money and will not apply it to her AdvancePay account.We investigated this complaint and contacted *** *** via telephone and explained to her that her bank is holding the funds
pending and we need to call them on a way to resolve her issue*** *** stated she would call the CSR back with her bank on the phone so that we can get this issue resolvedHowever, we never heard back from *** ***As for the fees she was charged because she had to call in her paymentWe have refunded the fees back to her AdvancePay 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 purchased a tablet from GTL for an *** ** * ** *** *** ***The *** has sent in multiple tickets to have the tablet repairedThe *** was told
that he will have to buy a new tablet.GTL has issued an RMA label on 4/13/2017, we have requested this device back multiple times from the facilityWe will put the request in once againWe cannot evaluate the problem if we don’t have the 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*** *** ***

[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:
Thank you SO much for your help. I just hope and pray this never happens to me again. I still worry about the other people out there who are going through similar things with GTL and that some of them may not know enough to avail themselves of help from the Revdex.com or the FCC. But I am just GRATEFUL that my loved one can once again call me on my own home telephone without outside interference. These big businesses do NOT realize the harm they are doing to real live human beings out here, and all for the sake of the almighty dollar! I couldn't read the e-mail attachment from the company, and just in case you all could not read it either, I am pasting it below. I still have a copy of the e-mail I sent the company. Regarding their LEC limits they are talking about, there is NO WAY my cousin and I have used the amounts they are claiming pushed us over the limit. I don't even know why or how they have any authority to set limits for us anyway. You call, you paywhy should "limits" be imposed? At any rate, as long as this does not happen to me again, and unless they don't start lying and saying we are over "their limits" -- I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I can promise you I will be keeping track of every single phone call. I have a calendar and will be writing down the phone calls, the time length of the phone calls, and the days they happened, so no one can say I exceeded any "limits." Again, Revdex.com, from the very bottom of my heartthank you SO much! Pasted below is the company's e-mail to me and my e-mail I reply I sent the company
Regards,
*** And *** *** From: ***
[mailto:***] Sent: Friday, October 10, 7:PMTo: Kathi T***Subject: RE: your GTL telephone accountImportance: High
That’s
wonderful. I’m not sure exactly how the limits work, but hopefully this
won’t happen to me again. I always pay my phone bill, so GTL will get
their money when I receive collect calls. I can’t tell you how much this
means to me and to my family member. He will be getting out in the next
few years but until then, our phone calls are a LIFELINE for him. It is a
bright spot in his life and in mine. His mother was like a sister to me
and she has passed away. He is pretty much an orphan now because he has
NO really close family. And although I will NEVER replace his Mom, I can
be a “mom” to him. He calls me Momma C. Please think about all of
the other family members out there and if you have any influence or power there
at GTL, try to get them to understand what this means. It may just be
“BUSINESS as usual” to them, but to us out here in the real HUMAN world, it can
make a tremendous difference to us having access to our loved ones and them having
access to the (??) outside world. Prison is an AWFUL place
Again, thank
you from the bottom of my heart. I don’t really understand how or why my
status changed after years, but I am grateful you have gotten it restored
for us. May you have a blessed day!
Kindest
regards,
***
From: Kathi T*** [mailto:Kathi.T***@gtl.net] Sent: Friday, October 10, 1:PMTo: ***Subject: your GTL telephone account
*** ***,
This
e-mail is in response to your latest Revdex.com complaintWe have removed the block
from account # ###-###-#### and have reset your LEC limit as follows:
day/$100, days/$200, days/$
Please
respond to this e-mail so I can confirm that you have been made aware of the
changes we made to your accountI hope you find this resolution satisfactory
to the complaint that you filed with the Revdex.com
Sincerely,
Kathi
T***

November 14,
13.3333px vertical-align: baseline; white-space: pre-wrap;">The Consumer contacted the Revdex.com because she is requesting that GTL process her refund request in a reasonable timeframe not the day timeframe that she was given by a GTL Customer Service RepWe investigated this complaint and contacted Ms*** via telephone and explained to her that since the credit card she used to originally set up both of the accounts is no longer active, the refund in the amount of $had to be processed in the form of a checkIf the credit card number was still active We would have applied the funds back to her cardThis type of refund process normally takes to business daysGTL 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

April 25, 2014Dear *** ***,This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he has an account with *** to receive calls from his son who is an inmate in a correctional facility that *** is the
service provider forHe has been having trouble accessing his account on OffenderConnect*** has forgotten his log-in/ password and the number he called would not let him speak to a live operator.We have attempted several times to contact *** however he has not returned our callsI am attaching a screenshot of the OffenderConnect lpageAs you can see there is an option to choose if you have forgotten your user name or PasswordBy doing this the username and/or password will be sent to the e-mail address *** has set up in his OffenderConnect account.GTL anticipates that this will close this, complaint and should you have any additional questions please feel free to call.Sincerely,

June 14, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up an account so she could receive calls from her daughter at the *** *** ** prisonHer daughter has tried to call and the calls will not go
through.We investigated this complaint and contacted *** *** via e-mail and explained to her that our records show that the last completed calls from her daughter were accepted on 6/12/call was minutes and the other call was minutes*** ***’s current account balance is $No refund is due at this timeGTL 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

September 11, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because some of the calls she accepts from an inmate in the *** *** Detention Center have been disconnecting prematurely*** *** is
requesting a refund for the dropped calls.We listened to the recordings of the calls and determined that calls did in fact discontinue prematurely.We contacted *** *** via telephone and informed her that we have issued a credit to her account for calls that disconnected prematurely in the amount of $7.56GTL 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 4, 2016The Consumer contacted the Revdex.com because she requested a refund of the balance on her account on September 9th and has yet to receive the refund.We investigate this complaint and expedited the refund process for a check in the amount of $We attempted to
contact Ms*** with this resolution; unfortunately she was not available.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 23, 2015The Consumer contacted the Revdex.com because she made a $payment to her GTL AdvancePay account on August 20th and the payment never posted to her account.We investigated this Complaint and contacted *** *** via e-mail and asked her to provide us a copy of her
bank statement for transactions that were processed on August 20th As soon as we received the bank statement we were able to locate the $missing payment and posted it to her accountPrior to locating the missing payment we had issued a courtesy credit in the amount of $which would allow her to receive minute phone call from the inmate.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 ??mplaints

This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting that her Advance pay phone accounts closed and the balances on both accounts refunded because the inmate transferred to a facility that GTL is not the
service provider for.We contacted Ms*** via telephone and informed her that her refund will be submitted for processing on September 19th 2016.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

July 7, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that the $missing payment she made be either applied to her husband’s account or credited back to
her credit card.We investigated this complaint and contacted *** *** via e-mail and informed her that the $payment was applied to account number ###-###-#### on June 26th.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

November 7, 2016The Consumer rejected our original response because he states that the 2nd refund was never received and he is not going to contest the 3rd refund and is willing to split the difference if we process the 2nd refund.We contacted Mr*** to verify his address and informed him that a check request was processed in the amount of $for the cancelled video visitationMr*** thanked the CSR that investigated this complaint for 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

May 16,
The Consumer contacted the Revdex.com because she set up an account to receive and send e-mails to a PA Department of Corrections inmateThe service is not working properly, she is unable to read e-mails in her inboxWe investigated this complaint and determined that this issue and determined that this was a statewide problemAll PA DOC's were having the same issueOn Thursday May 12" a patch was put into place that addressed the issue that all ConnectNetwork users were havingWe verified the fix addressed the issues with multiple accounts and all loaded instantlyGTL 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.Corporate Headquarters *** *** *** *** *** *** Reston, VA 20190Operations Center*** *** *** *** *** *** Mobile, AL 36602April 12, 2016The Consumer contacted the Revdex.com because he feels that the
$credit card processing fee should not be so high.We 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 options.The 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 Order.In 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 website.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 as Answered]
Complaint: ***
I am rejecting this response because:I did speak with GTL on Saturday or Sunday and hadn't had time to yet document that here I wrote into the Revdex.com because of three failed attempts to get my refund in process The first being a phone call when I learned the funds were no longer in my account and I was told to request the refund by emailing GTLI sent two emails and did not receive any response As stated in the original complaint, I contacted GTL Again and a manager helped me this time and provided a fax It was a week after that fax was sent that I'm told GTL began the processing That is a period of three weeks I was asking for consideration that my credit be processed in a more timely manner than weeks from the date "accepted" by GTL since I have documents to show that I emailed the correct number for the complaintAlso, "Business Days" is what I was quoted before the customer service rep knew I had paid with a check When I spoke to GG (Glenda I think was her name), she assured me I would have payment around the week of ThanksgivingI am okay closing the complaint but I would like one last response to go back to the business for considerationIt is a very frustrating situation having a loved one incarcerated We are without income and physical support and it cost families a lot of time, energy and money to maintain contact with our loved ones We appreciate the ability to have prepaid accounts but do understand that there is a whole industry that profits from our loved ones bad decisions and the suffering the family endures during their incarcerations I would like the business to look at their business practices concerning "business day" processing times of refunds, and that no notice is posted on the website under their terms and conditions, at least I was unable to locate this Had I read this, or if notice was posted when payments are made, I may not have felt the need to come to the Revdex.com I would recommend that you create auto res ponders when your company is emailed so the families know that their communications were received Also, when the communications fail to reach the business and they are properly sent in, place such requests in line with others received at the same time GG was awesome - very friendly, unlike the front line customer service reps that I have spoken with at GTL - I have found them to be rude and unhelpful
Regards,
*** ***

January 26, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because A global tel link tablet was purchased by the consumers husband via commissary as an upgrade to his original tabletThe cost of the tablet was
deducted from his inmate account on 12/28/The new tablet was never receivedHe has placed tickets to GTL via his old tablet and has attempted to go through the facility to no availThe website states he should have received the tablet within 7-days. We investigated this complaint and determined that GTL did not actually receive the order for her Husband's tablet until January 13thEven though the payment for his tablet was deducted from his commissary account on December 28th, 2017, it is up to the facility to as to when they submit the order to GTLThe contractual obligation that GTL has with the PA DOC is a 21-day turnaround from the time we receive the order; not to daysThe new Tablet was sent to the facility on January 25th, Once it is received in the property room it will be up to the facility to notify the inmate that it has been received.GTL anticipates that this will close this complaint.Sincerely yours,Sincerely yours,Kathi T.Agency ComplaintsGTL

August 4, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he is requesting a full refund of his AdvancePay account remaining balance that he had established to accept calls from a family member in the *** ***
Correctional facility.We investigated this complaint and contacted *** *** and asked him if he had received the previously submitted refund in the amount of $and he advised yes he didWe informed *** *** as a onetime courtesy we have waived the refund processing fee and have issued him an additional $back to his 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