Global Tel* Link Corporation

Attached is the resolution letter to this complaint.Corporate Headquarters Operations Center*** *** *** *** *** *** Reston, VA 20190*** *** *** *** *** *** Mobile, AL 36602December 3, 2015Global Tel* Link Corporation www.gtl.netRevdex.com Of The Metropolitan Washington DC and Eastern
PennsylvaniaK Street NW, 10" Floor Washington, DC 20005-3404RE: *** * *** Revdex.com Complaint ID# ***This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she paid $to set up an AdvancePay account so she could receive calls from an inmate in a correctional facility that GTL is the service provider forThe account was never used and she is requesting the $be refunded.We investigated this complaint and contacted MsJohnson-Lee via US mail and informed her that the $refund has been processed in the form of a credit back to her credit card that she used to establish the AdvancePay accountIn addition we advised her to please allow to business days for the credit to appear back 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 18, The customer contacted the Attorney General’s Office because she was told that if she would like to continue to receive calls from an inmate who is incarcerated in *** *** *** Correctional Facility she would have to set up an AdvancePay account*** *** would
like to continue to have her calls billed to her LEC.We investigated this complaint and contacted *** *** via telephone on September 17th and explained to her that her line blocked because the inmate calls exceeded the day velocity threshold limitThe 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 an 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 month.With regards to the $payment *** *** made to the inmates debit card, our records show that the inmate called not just *** *** but other people tooThe inmate can ask the facility for copies of his call records however; we are unable to provide *** *** with these records since the debit account is not in her name.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

Per the ** *** website with regards to the commissary account:
OFFENDER COMMISSARY - The offender may purchase telephone debit account credits at the prison commissary, using funds from his offender personal account
GTL does not have a contract for ** ***'s commissary business

October 18, 2016The Consumer Contacted the Revdex.com because she states that at least unauthorized charges posted to her bank account from GTLMs*** is requesting a refund of these charges.After reviewing the transactions for account ####-###-#### we determined that Ms
***'s bank account was not overcharged by GTLMs*** chose the Advance Pay one call billing method to accept calls from the inmate who is currently incarcerated in the Shelby County Main Jail (TN)Each time this payment option is used a transaction fee is deducted from her account as well as the cost of the call.There is no refund due to Ms*** at this timeA copy of this resolution was sent to Ms*** via e-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

April 28,
The Consumer contacted the Revdex.com because she closed her GTL AdvancePay account and requested a refund of the remaining balance on the accountThe refund was never processedWe investigated this complaint and contacted Ms*** via telephone and informed her that a refund in the amount of $was processed 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 on her credit cardGTL 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

[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:
They are full of itI contacted GTL multiple times since I first discovered that this was going onThe only time someone spoke to me about going to my bank was to let them know what had happen so that they could process everything and that the bank would be able to give me my money back fasterNo one told me there was a need to speak to my bank about a chargebackEvery other time that I spoke with someone they would tell me a lieOne lie would be that I should recieve a refund within daysAfter days nothing was refunded back to my account so I would call again another lie would be that the investigation has not started yet someone will call you within daysEvery time I would call it would be something elseI'm Not the only one who has problems like this with GTL it seems that they have did this to multiple people and it sucksI contacted them multiple times and everytime they were no up always had a lie to tell.
Regards,
*** ***

[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:
1. GTL did NOT explain any such thing to me regarding any "day velocity threshold limit." They said something about my calls "exceeding the limit" but when I asked whose limit, I never got a straight answer. Additionally, I never got a satisfactory answer as to WHY in over years I have NEVER exceeded my "day velocity threshold limit" and HOW all of a sudden, I have exceeded this limit that I never even knew existed. I believe that GTL has "manufactured" this as an EXCUSE for WHY they can stop me from receiving calls as I have received them all of these years with NO PROBLEM, AND seeing as how NOTHING has changed in the number and manner of phone calls I receive. I would challenge GTL to PROVE what they're saying. Let's compare phone calls, the number and length of phone calls for each month and SEE if what they are saying is true, because I do NOT believe it is. I still do NOT understand how they can DICTATE to me how I receive phone calls on my OWN home phone and HOW they can suddenly with no warning change it.2. GTL claims that "This practice in standard in the industry" - I would challenge GTL to answer this question with a tangible satisfactory answer: WHO in the industry BESIDES GTL practices this "day velocity threshold limit." GTL is the ONLY GAME in town if ANY family members besides just me want to talk to their loved ones in prison. GTL has a MONOPOLY and a STRANGLEHOLD on this "practice" that is "standard in the industry." I know of no one else using any such standard.3. GTL claims that "....there are hundreds of thousands of customers utilizing this service every month." I submit that it is ONLY because GTL has a stranglehold and MONOPOLY over the system and the hundreds of thousands of customers" who are "utilizing this service every month" are in the SAME BOAT I am inthey don't have ANY CHOICE or any other means to contact their loved ones. There's NO competition. GTL might as well be extortionists because the people they service have absolutely NO VOICE and NO RECOURSE. I submit that given a choice called FREE ENTERPRISE and if GTL did not have a stranglehold on this "service" they provide that customers would leave GTL right and left and jump ship. All you have to do is *** GTL and *** *** and you can read hundreds of thousands of COMPLAINTS being voiced against these agencies.4. I am bringing this to Revdex.com and to the FCC and to my local congressional representatives and senators because someone has to take the time to stand up and say THIS IS NOT RIGHT and request help to get this resolved. Regardless of whether I get this resolved satisfactorily, I will be heard. I will stand up against a huge corporation who feels they can bully people into submission and FORCE them to accept GTL's way or the highway. 5. I submit that it is IMPROPER for GTL to be able to INTERFERE with my home phone service and HOW I have received it for years and they don't have to prove what they're saying. If I have to, I will write a letter to the President's office requesting help in this matter. No one should be able to tell me how I am going to receive my phone services in my own home EXCEPT for ***, the company who provides that service. GTL should NOT be allowed to BLOCK my service that I have received for all of these years (and obviously have NOT exceeded any such "threshhold" in all of those years. NOW SUDDENLY, I have exceeded this "threshhold"??? REALLY?)6. As for the $they claim the inmate can get a statement. No, he can't. He has tried to find out what happened to the money he had for phone calls and he was told by the prison facility that his FAMILY would have to follow up on that. GTL in turn tells the family, "Oh, we can't give you a statement because that's not your debit account (but I put the money in there). GTL claims the inmate can get a statement, but he can't. And neither can I get any kind of statementhow convenient. Money gets deposited and but no one has any way of verifying what has been spent on what. The money just vanishes. Yes, he has made some phone calls to other numbers. However, THREE phone calls for $REALLY? I don't care WHO he callsI am not paying any $per phone call. Would you?7. GTL even admitted that THEY are the one blocking me from getting collect calls: "The velocity thresholds are not set forth by her Local Exchange carrier
but by where the call originates from - GTL's phone platform at the
facility."
Regards,
*** *** *** *** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she accidently made a $payment to GTL When in fact the $payment should have been applied to her VAC account.We investigated this complaint and contacted Ms*** and
informed her that the $payment was transferred to her VAC accountThe payment posted to her account on August 1st 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

June 23, 2015This letter serves as a formal response to the Complaint listed above.The consumer contacted the Revdex.com because she was billed for collect calls on her credit card for calls that she never received*** *** is requesting that GTL issue her credit for the calls.We
investigated this complaint and determined that *** *** GTL account and previousley been a LEC billed account, however since her account exceeded the $75/mousage limit the account blocked*** *** was advised that if she would like to continue to receive calls from the inmate she would have to establish an AdvancePay account which she did on the same dayThe last payment *** *** paid on her account was on june 21st in the amount of $100.We contacted *** *** and explained to her that we actually listed to the recorded conversations between her and the inmate, *** *** and the charges are sustained.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

August 7, 2015The Consumer contacted the Revdex.com because the calls she would like to accept from an inmate in a Georgia Department of Corrections facility will not connect.We investigated this complaint and contacted *** *** via e-mail and informed her that a trouble ticket was
issued to our tech support department on July 29thThe issue has been corrected and the calls are completing for the full minutesThe CSR that investigated this complaint provided *** *** with her direct telephone number should she experience additional problems in the future.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

August 5, Dear *** ***This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because of the unprofessional manner a GTL
customer service rep spoke to her when she called in to transfer money from one account toanother account.We investigated this complaint and contacted *** *** and apologized for the CSR's behavior and informed them that GTL's training includes showing compassion towards our customersIn addition we advised *** *** that $was reinstated to account # ###-###-#### on June 6th and transferred to account number *** *** as she had requested*** *** informed us that the inmate would be released in weeks and appreciated our call to confirm thatthe funds had been transferred.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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he does not agree with GTL's policy that all friends and family members have to set up individual AdvancePay accounts on their telephone numbers to be able to talk to an
inmateThis causes each friend and family member having to pay the credit card processing fee every time they add money to their accountIn addition Mr*** states that he paying $for a minute call from an inmate incarcerated in the GEO Graceville Correctional facility.We investigated this complaint and contacted Mr*** via telephone and apologized to him that unfortunately GTL's policy is that each telephone account number has to be set up individuallyMr*** can avoid paying the credit card processing fee by paying on his account using a check or money OrderThere are no fees attached to these payment options.With regards to the rate he is charged to accept calls on account number ###-###-####The rate is not $it is $plus $tax for a total of $for a minute callWe have e-mailed Mr*** a copy of his rates and call 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

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 set up accounts with GTL to be able to talk to her husband in the Trumbull County Jail (OH)Ms*** no longer needs GTL’s services and she has been unable to get
the remaining balance on her accounts refunded.We investigated this complaint and contacted Ms*** via telephone and informed her that we have issued a refund in the form of a credit to her credit card in the amount of $for account # *** *** ***Account # *** *** *** was in her brother in law’s name, *** ***Mr*** contacted GTL and we issued a credit back to his credit card in the amount of $for 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 T*** Agency Complaints

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***

February 9, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on January 31st, he contacted GTL to transfer funds from one account to another accountThe funds have yet to be transferred.We investigated this complaint
and determined that the $balance on account number *** *** *** was transferred to account number *** *** *** giving the account an available balance of $The transfer was processed on February 7thWe contacted *** *** via e-mail 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 TAgency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because her son has been transferred to another correctional facility and he has not been able to call Ms*** using his debit card nor Ms***'s AdvancePay account.We
investigated this complaint and determined that the calls would not connect because Ms***'s telephone number was not on the inmates allow listWe contacted Ms*** and explained to her why the calls were not connectingMs*** informed us that her son has been released and requested a refund of the remaining balance on her AdvanceRay accountWe have issued a credit in the amount of $25 back to Ms***'s credit cardMs*** is aware that it could take to business days for the credit to be processed back to 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 paid $so she would be able to accept unlimited calls from an inmate in The *** *** Prison*** *** never received the service so she is
requesting a refund.We investigated this complaint and contacted *** *** via telephone and explained to her that unfortunately she filed her complaint with the wrong companyGlobal Tel"Link is a company that provides telephone service and equipment to correctional facilitiesWe explained to *** *** that she needs to file her complaint with GlobalTelThis company offers unlimited calling and call forwarding numbers at a discounted rateGlobal Tel"Link is not affiliated with this company in any wayIn addition, We provided *** *** with GlobalTel Contact informationGTL 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,
*** ***

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