Global Tel* Link Corporation

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 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***
*** ***

[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 just spoke to some one just yesturday about this situation and the money was not credited back to the card they are suppose to b sending me it in a check and I would like to keep this complaint open untill I recieve my whole payment in a check that suppose to be mail to my home?
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:The inmate ID is ***He opened two tickets with #*** and #***, both sent 1/8/18.?
Regards,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer Contacted the Revdex.com because he contacted GTL to close his account and requested a refund of the remaining balance in the account.We investigated this complaint and determined that Mr*** called
into our customer service department on August 27th to request a refundMr*** was told at that time he needs to allow days for the refund to be processedWe have issued a refund in the form of a credit in the amount of $back to the credit card Mr***'s used to establish his accountIt is not GTL's policy to pay interest on his account balanceMr*** was contacted with this resolution via telephone.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 $to set up an AdvancePay account so she could accept calls from her son in a LA County correctional facility*** ***’s son was released and the account
was never used*** *** is requesting a refund.We investigated this complaint and contacted *** *** via e-mail and explained to her that her 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 in her 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

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

The Consumer contacted the Revdex.com because some of the calls she receives from an inmate in the Pinellas County Jail disconnect prematurelyMs*** is requesting a refund for these callsIn addition she states that GTL has been using her credit card number without her
authorization.We have attempted to contact Ms*** several times via telephone and she has yet to respond to our request for a call backIn order for us to investigate the dropped call issue; we need to know the dates and times of the calls in question to determine if credit should be given for the callsWith regards to her credit card being used by GTL without her authorization; GTL has not used her card, Ms*** has several accounts with GTL and the credit card number in question is used to fund those account as well.lf/when Ms*** returns our calls and provides us with the additional information we will reopen this complaint,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

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

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

May 2, 2016The Consumer contacted the Revdex.com because she states that the rate and fees she is charged to accept calls from an inmate in the Ventura County Todd Road Correctional Facility isoutrageously highMs*** is requesting a refund.We investigated this complaint and
contacted Ms*** and explained to her that her current rate she is charged to accept calls from the inmate is the correct rateMs***'s calls are billed at $for the 1st minute and $for each additional minuteMs*** resides miles from the correctional facilityMs*** can avoid paying the credit card convenience fee if she adds money to her account using a check or money orderThere are no fees attached to these payment options.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 made a $payment to her AdvancePay account; the money was deducted from her bank account but was never applied to her AdvancePay account.We investigated this
complaint and determined that the payment was posted to an incorrect account numberWe contacted *** *** and informed her that we have issued a credit in the amount of $back to her credit card*** *** informed us that the funds were 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 he is requesting a refund for video visitation visits with an inmate that was in the Pima County Adult Detention Center that had been cancelled because of technical
issues.We investigated this complaint and determined the following refunds for the video visitations have been processed.Visit #*** was credited back to Mr*** Credit card on October 19th Visit #*** the refund request was submitted on July 23rd Visit #*** this visit was cancelled before it took placeMr*** bank would have received a notice to remove the hold on his card for preauthorizationNo money would have been taken from 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,Kathi T*** Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com for several different reasonsWe have addressed each issue below.Q: Why do I have to pay GTL $for the inmate to be allowed to call me but he is never told he can call me, so
what is the point?A: Global Tel-Link is contracted to provides inmate phone service for Los Angeles County JailsYou would have to check with the facility to find out the procedure they have in place about informing inmate's when they can make a callQ: When does the $run out?A: The $payment less the $service fee= $is available to accepts calls; any unused funds will be refunded back to you, upon your request.Q: Is it a one-time fee?A: Global Tel"Link charges a $service fee on all credit card paymentsThis fee is charged each time a payment is made and is non-refundable.Q: Is it per call?A: Calls are charged at a per minute rateInmate are permitted to up to hourQ: Is it per minute?A: Calls placed to Ms*** ***'s number ###-###-#### are rated at $per minute.Q: If GTL has the inmate telephone contract with the LA County prison system to provide this service how is it that they are not able to let the inmate know they can use it.?A: Global Tel* Link does not work for the prison system; we have been contracted to provide the inmate phone systemPlease contact the correctional facility to find out their procedure for informing inmates they can now make calls to your number.Q: I am in California and the jail is in California which means calls are actually free, so what exactly am in being charged for?A: Unfortunately, the calls placed within the state from any Correctional Facilities are not “free”, The are inmates are only able to make free calls while in the holding area onlyQ: What service do you provide?A: Global Tel* Link is contracted throughout the State of California to provide the Inmate Phone system so that inmates are able to stay in touch with their families and friendsGTL 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

In order for us to investigate this complaint I will need the consumer's fiance's Inmate ID#Once she provides? us with this information we will investigate this complaint

September 2, 2015This letter serves as a formal response to the Complaint listed above.The Consumer contacted the Revdex.com because she made a payment in the amount of $to her account on July 22nd and the payment never posted to her account*** *** is requesting? that
the payment be applied to her account as well has additional credit for the time it has taken to get this issue resolved.We investigated this complaint and contacted *** *** via telephone on September 1st and advised her that we have located the payment and posted the full payment of $to her accountGTL 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

The business contacted me with a very friendly, helpful representative who spoke clear ENGLISH and resolved ? the issue, unlike their call center in Mexico!!!
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,
*** ***

? Complaint: ***
I am rejecting this response because:
My complaint was regarding the continued use of, if you have any questions please call a number that does not answer questions about the original problemThis phone number that has been given to me repeatedly takes me to a call center that only handles GTL telephone businessIt does not have anything to do with technical support or with trust fund depositsThis phone number has repeatedly been given to me by technical support however I cannot get technical support questions answered through itI am unable to contact the people except through email which is extremely aggravating due to its slow response and if questions remain you must ask them by email in which you get a computer-generated responseThat computer-generated response may take days to months to even be receivedWhat are these computer-generated response is also allowed for a phone call to be made instead of an email however the number Remains the Same and you are unable to contact the person that sent the emailThat is what the original complaint was aboutIt did resolve several other issues I had in regards to technical support that I had emailed them already about
Regards,
*** ***

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

April 12, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she added funds to her AdvancePay account so she could accept calls from an inmate in a NY DOC FacilityHowever, when the inmate calls he is told there is no
money on the account to accept a call.We contacted *** *** via telephone and explained to her that our records show that she made the payment to an incorrect account numberWe have removed the funds from the wrong account and have added it to *** ***’s accountin addition, we removed the incorrect account number from ConnectNetwork.com and replaced it with the correct account number*** *** thanked us 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 TAgency Complaints