Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made payments totaling $thatwas supposed to go to inmate *** *** commissary accountThe payments posed to *** ***telephone account.We investigated
this complaint and contacted *** *** via e-mail and explained to her that the depositswere applied to telephone account * *** *** The correct account for *** *** ** *** ***We have removed the funds from the incorrect telephone account and have processed a refund in the formof a check for $Once the check request is processed it will be mailed to *** *** *** ** ***GTL anticipates that this will close this complaint and should you have any additional questions please feelfree to contact me directly.Sincerely yours,Kathi T***
*** ***

July 1, The Consumer contacted the Revdex.com because he states that he should be charged a local rate to be able to accept calls from his brother who is incarcerated in the Central Maryland Correctional facilityWe investigated this complaint and contacted Mr
*** and tried to explain to him that his rate is based off of the area code and prefix of the telephone number that the inmate is calling fromThe inmate is calling from a MD area code and prefix and Mr***'s telephone number is an Upper Darby, PA telephone numberMr***'s calls are rated at a rate type with is an Intra/State rate not a local rateIn addition we provided Mr*** copies of his calls transaction history and a rate sheet.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 in September she made a payment to her AdvancePay account and her payment was deducted twice from her bank account*** *** requested that one of her payments be credited back to her credit card*** ***'s account is currently blocked from receiving calls.We investigated this complaint and contacted *** *** via US mail and explained to her that our records show that the duplicate payment has already been credited back to her bank account via her bank because she contacted her bank before she contacted GTLOnce fraud is reported to her bank and they add the funds back to your bank account she can no longer make payments to her Advancepay account in our system using a credit cardThe duplicate transaction took place on September 1st and *** *** did not contact our call center until November 18th The chargeback from her bank posted to her account on September 14th *** *** made another payment on December 26th and that payment was refunded on January 9th *** ***'s current balance is negative $*** *** no longer has the option of adding money to her AdvancePay account using a Credit card due to the chargeback*** *** can add funds to her account using a check or money order.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 set up an AdvancePay account so she could talk to her son who is currently incarcerated in the *** *** Detention Facility in Santa Rosa, CAOnce she set up the
account she realized that GTL is not the service provider for this facility*** *** Called GTL’s Customer Service Department requesting a refundShe was told that they would process the refund minus the $processing feeSince she was unable to use the service, *** *** feels that the $processing fee should be refunded as well.We investigated this complaint and contacted *** *** via telephone and advised her to provide us with her credit card so we could process the additional $refund in the form of a credit back to her credit card which she did.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

January 24, 2017The Consumer contacted the Revdex.com because he was told that it would take days to process his $transaction fee and his $deposit fee refund*** *** would like to have his refund processed sooner than days.We investigated this complaint and contacted
*** *** via telephone and explained to him that the fees were not refundable because he did accept call from the inmate which left a balance owed to GTL in the amount of $In addition, we informed the Consumer that that he had expired funds on account number *** *** *** due to no activity on the account since September which we reinstated back to the accountwe transferred the negative balance of $on account number *** *** *** to account number *** *** ***A credit in the amount of $has been issued to *** ***.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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
GTL would be absolutely wrong to assume that this would resolve my complaint*** *** claimed that with me using cards that ended in ***, ***, *** everything was fineGTL kept declining my cards, which is why I kept switching in between the three*** was closed due to fraud and no longer existed which is I used the new cardTheir phone system and their internet system only keeps two cards on fileWhen this issue occurred I spoke to a supervisor named Leandra, a representative, and finally a person in the escalated dept named Robin who claimed that she would forward my complaint to a supervisor and I might hear something back in 48-hoursFinally I spoke to a representative who told me I could no longer use a credit card because I had charged more than $in less than daysThis is clearly a contradiction with the two answers they have responded with during this complaintThey NEVER stated anything similar in any of my phone conversations or previous Revdex.com complaintsThis is absolutely a poor excuse, unacceptable, and unprofessionalThey obviously cannot get their story straightI also do not appreciate being blamed for having separated two different Revdex.com complaints with GTL since they were two totally unrelated issues.
Regards,
*** ***

July 11, 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 remaining balance on her old phone number be transferred to her new number.We
investigated this complaint and contacted *** *** and advised her that our records show that the funds from account number ###-###-#### has already been transferred to account number ###-###-####*** *** then informed us that what she was really complaining about was that she was told several times by our customer service department that someone would call her back and they never didWe apologized to *** *** and the CSR that resolved this complaint provided *** *** with her direct phone number should she have any additional problems in the future.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

December 11, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she was trying to add money to her GTL AdvancePay account and every time she attempted a transaction she would receive a message saying that the payment
had been declined; however, the payments were deducted from her bank account.We contacted *** *** via telephone and e-mail and explained to her that when multiple credit card numbers are used on account the payments may decline due to fraud detectionGTL does not have her paymentsIt is common practice for a bank to hold the funds for to days depending on the bankIn addition, we explained to *** *** that in our research we located $in expired funds which we have reinstated back to her accountA copy of *** ***’s call/transaction history was e-mailed to her as well.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

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

February 25, 2015Dear *** ***This letter is in response to the rejection of GTL's original resolution letter.The customer initially contacted the Revdex.com because his LEC, which is ***, would not allow him to accept calls from an inmate in a correctional facility that GTL is the service provider for and have them billed to his LECHe was informed by GTL that if he would like to accept calls he would have to establish an AdvancePay account*** *** stated that he was never informed of the fees that he would be charged to set up an AdvancePay account.In our original response we advised *** *** that we had closed his account as requested and waived the $refund processing feeIn *** ***'s rejection he states that he was never informed of the $credit card processing fee when he opened the account and is requesting a refund for that fee as well.We have sent *** *** of GTL's terms and conditions which is available on our website ***In particular section K which states certain fees may be charged when establishing an AdvancePay account; however it does not give an exactAmountI am attaching a copy of the Terms and Conditions with this letter.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

Global Tel* Link Corporation Corporate Headquarters Operations Centerwww.gti.net December 9, 2015Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania K Street NW, 10" Floor Washington, DC 20005-3404RE: *** *** - ***This letter serves as a formal
response to the complaint listed above.The 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 higher.We 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 facilities.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

June 16,
The Consumer contacted the Revdex.com because the calls she receives from an inmate in the Talbot Correctional facility disconnect prematurelyMs*** is still charged for the disconnected callMs*** is requesting a refund for the disconnected callsWe investigated this complaint and contacted Ms*** via telephone and explained to her that our tech support department determined that there have been numerous fraudulent calls at this facilityWe have credited Ms***'s AdvancePay account for all calls between 5/01/to 6/14/that were under minutesThe total amount of credit issued to her account Was $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

August 27, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he purchased - $*** gift cards to add money to his GTL telephone account so he would be able to talk to an inmate in the *** *** JailThe
funds were never applied to his account.We investigated this complaint and contacted *** *** via telephone and informed him that one of the $payments posted to account number *** when it should have been applied to account number *** ***As a onetime courtesy we transferred the $to the correct account.With regards to the other $payment; this payment was applied to the inmates Debit accountThe $payment will remain on the inmates debit card and she can use this money at her own discretion.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 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

September 19, 2016The 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 $1.00.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 account.We 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 communications.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

August 13, 2014Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the Calls She receives form an inmate in a correctional facility that GTL is the service provider for often take several
attempts to actually connect and when it does the connection is bad.We have tried several times to contact *** *** via telephone however there is no answer or a voicemail message so we could leave a messageWe have sent *** *** an e-mail stating that our records show that that the calls are connectingThe calls are made using the inmates debit accountIn addition we asked that if *** *** would provide us with the dates and times of the calls in question we will be more than happy to listen to the recordings of the calls and determine if a refund is dueThis e-mail was sent on 8/12/and we have not received aresponse.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,Kathi T*** Agency Complaints

September 8, 2014Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the calls he receives from an inmate in a correctional facility that GTL is the service provider for have been
disconnecting prematurely*** *** is requesting a refund for the dropped calls.We investigated this complaint and made several attempts to contact *** *** via telephone and e-mailAs of today we have not had a responseThe reason the calls are disconnecting prematurely is due to the nature of the conversation between the inmate and *** ***The GTL phone system will pick up on certain words or phrases that are not allowed, this will cause the call to terminateGTL anticipates that this will close this complaint and should you have any additional questions please feel free to callSincerely yours,Kathi T
Agency Complaints

December 29, 2014Dear *** ***This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she is requesting a refund for calls that disconnect prematurelyWe investigated this complaint and
contacted *** *** via telephone and explained to her that our records show that of the calls that she accepted were less than a minute in lengthAs a onetime courtesy we have credited *** ***'s account for the callsIn addition we explained to her GTL's cell phone policy which is, “we do not guarantee service to cell phones"GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,Kathi T Agency Complaints

March 5, 2015Dear *** ***
This letter serves as a formal response to the complaint listed aboveThe customer contacted the Revdex.com because she made $payments to her son's inmate debit account and her son is still not able to call herWe
investigated this complaint and contacted *** *** via telephone and explained to her that the reason the calls from her son could not be completed was because he was attempting to make collect callsBoth of the $payments have been posted to the inmate's debit accountWe explained to her that when her son calls he needs to press the option to make a debit call, not collect*** *** informed us that she was able to talk to her son this weekend*** *** now understands why the calls would not connect.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

April 17, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on March 25th she made a payment in the amount of $to an inmate’s trust account housed in The *** *** *** ***The payment never posed to the
inmates account.We investigated this complaint and contacted *** *** via telephone and explained to her that the $payment she made was made to her AdvancePay account via the IVR*** *** had accepted calls from the inmate since the payment was made leaving her a balance on her AdvancePay account in the amount of $21.29.Per *** ***’s request we have issued a refund in the amount of $in the form of a credit back to her credit card*** *** is aware that she needs to allow to business days for the credit to appear 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