Global Tel* Link Corporation

June 16, 2016The 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 calls.We 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 $22.47GTL 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

On 06/13/our tech support department contacted Ms*** and asked her if she could get the inmate to make calls in one day to verify that the issue has been resolvedWe are waiting to hear back from Ms*** with the results

January 10, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because On December 21, *** *** attempted to make a payment of $on her GTL AdvancePay account, the payment was declined*** *** attempted the
same payment a second time, it was declined againThe third attempt the payment was processedWhen she checked her bank statement, all payments had been deducted from her account.We investigated this complaint and contacted *** *** via telephone and explained to her that we were experiencing computer problems (Controller Timed Out) the day she made her paymentsWe have issued a refund for of her payments back to her credit card*** *** replied that she was pleased with the outcome of 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

We are still in the process of investigating this complaintWe have called the customer for additional information and we are waiting for a return call

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,
*** ***

? 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

April 28, 2016The 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 processed.We 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 card.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*** Agency Complaints

September 23, 2015The Consumer contacted the Revdex.com because she received a call from GTL stating that an inmate in the *** Correctional Facility was trying to contact her and if she would like to talk to him she would have to set up an AdvancePay account*** *** set up the
AdvancePay account and the inmate never called her*** *** is requesting that her account be closed and a refund of the entire? balance on the account.We investigated this complaint and contacted *** *** via e-mail and informed her that we have waived the $refund processing fee and have issued a Credit for the remaining balance on her account in the amount of $back to her credit cardThe credit should appear back on her credit card in to 5? business days.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

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 would like to add that the message does not state that there will be a fee charged as I explained to the representative when they contacted meWhen a person from the jail calls you and you choose to set up a prepaid account there is not a mention that a fee will be chargedI understand fees may differ depending on the state you are in but it does not say anything about a fee being chargedHowever I no longer need the services but I would like the fees that were charged to be refunded to meThe company will not do it so it is a waste of time they will keep just insisting that the message tell you there are applicable fees but it does notThank you Revdex.com.?
Regards,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made a deposit on December 8"‘ andwas charged twice, one transaction was approved and the other was declined.We investigated this complaint and contacted Ms*** via
telephone and explained to her that the fullpayment of $did in fact post to her husband's accountHe had used some of the funds he alreadyhad so he did not have $prior to her $paymentIn addition, we explained to her that becauseshe used a pre-paid credit card the bank takes longer to release the funds back to her account.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***? Agency ComplaintsGTL

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 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

September 29, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because some of the calls that she receives from an inmate in the *** *** Jail (NY) have disconnected prematurely*** *** would like to be refunded
for the dropped callsIn addition she states that GTL is charging her a higher rate than she is supposed to be charged.We investigated this complaint and contacted *** *** via e-mail and explained to her that we listened to the recordings of her calls and determined that the calls were either a mutual hang up between the inmate and *** *** or the inmate was still on the phone repeating hello, hello and *** *** had already disconnected the call on her endThere is no refund due to *** *** for the calls at this timeTThe rate *** *** is charged for her calls is a rate type which is $for the minute and $for each additional minuteThe rate she is charged is the correct rateWe did determine that on occasions *** *** was charged $for the credit card processing fee when it should have been only $We have credited *** *** account in the amount of $*** *** had indicated that she would like a refund via a check because she thought the inmate would be out by nowOur records show that the inmate's last call was on September 28thIn our e-mail response? we gave *** *** the option of a refund or leave the money on her account since the inmate is still calling.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

My complaint or payment issues have noting to do with adding a name to an accountThis company repeatly stals money from those who payThey illegally over charge They make no attempt to contact or return calls when a supervisor is requestedThe do not correct the mis allocated fundsI have spent days and hours trying to remedy this situation and an email address has nothing to do with an account
? Complaint: ***
I am rejecting this response because:
Regards,
*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on December 16th she called GTL and requested to close her AdvancePay account and a refund of the remaining balance in the account*** *** has yet to receive her
refund.We investigated this complaint and contacted *** *** and apologized for the delay in processing her refundThe refund in the amount of $has been sent to our accounting departmentAs soon as the refund is processed the check will be expedited 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 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,
*** ***

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 Administratively Resolved] there is a current issue:I have received none of over messages that he sent successfullyAlthough he had sensuccessfully he has had approximately delete from his tablet over the past weekOnce plugged into the kiosk the messages delete and are not sent ? (cannot even attempt to resend because they are erased ? ? I can't tell you what he's sent (subject as I haven't received but he has them he can read off)? Inmate *** PA DOC (all facilities)I contact customer service and the rep asks for this information with no resolution? Hope you can helpThis is marked as rejected as I have not contact name? Once resolved and messages are restored ? I'll mark it as such.? ? ? ?
? Complaint: ***
I am rejecting this response because:
Regards,
*** ***

October 24, 2016The Consumer contacted the Revdex.com because there is a block on account # ###-###-#### and she requested that the block be removed so she could set up an account to accept calls from an inmate in the Essex County Jail.We investigated this complaint and determined that
there is not a block on this account at this timeThe System shows the call failure reason as "inmate cannot afford this call" so the inmate was trying to use debit calling but did not have the funds to do soThe last call was 08-10-16.We have attempted to contact Ms*** several times via telephone to inform her of this resolution; unfortunately she has not returned our request for a call back.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

November 9, 2016The Consumer contacted the Revdex.com because she purchased E-mail services from GTL so she could E-mail her husband who is currently incarcerated in a PADOC facilityThere were E-mails that she sent that he did not receiveMs*** is requesting a credit for the
E-mailsWe investigated this complaint and determined the following:Number of messages sent from Ms***14I am including a printout of the dates and times of the e-mails that have been sent and received by her husband.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

November 14, 2016The 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 Rep.We 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 days.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