Global Tel* Link Corporation

The Consumer contacted the Revdex.com because she set up an AdvancePay account to be able to accept calls from an inmate in a TN Department of Corrections facilityMs*** was told that she could not transfer the money on her AdvancePay account to the inmates phone account so she
requested a refund of the balance in her AdvancePay Account.We investigated this complaint and contacted Ms.*** via telephone and explained to her that since she used her new credit card in our system when she made the $payment we were able to credit the balance on her account in the amount of $back to her credit cardMs*** is aware that she needs to 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

[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.The Consumer contacted the Revdex.com because she made a payment to her account on November 23rd, and the payment declined in our system but was still deducted from her pre-paid credit card*** *** is
requesting that GTL release the funds back to her card.We investigated this complaint and contacted *** *** via telephone and explained to her that when there are multiple credit card numbers associated with account our system will decline a payment due to fraud detection *** *** should have no more than credit card numbers associated with her Advance Pay account to prevent this from happening againIn addition, we explained that GTL is not holding her fundsHer bank should release the funds back to her card within to days from the time of the original transactionGTL 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 for reasonsWhy was she not informed in advance that there would be a credit card processing fee charged when she set up her AdvancePay account? Why will GTL not issue her a
credit to her account for calls that disconnect prematurely?We investigated this complaint and contacted Ms*** via telephone and informed her that as a onetime courtesy we have issued her a credit for the credit card service fee in the amount of $In addition we listened to her calls and determined that some of the calls did in fact disconnect prematurely.We have issued her credit for dropped callsThe total amount of the credit that was issued back to her account was $14.74.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

From:? Revdex.com of Metro Washington DCDate: Wed, Sep 14, at 3:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded
message ----------From:? *** ***? Date: Wed, Sep 14, at 2:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I thank you so much.? The company refunded my money right away instead of making me wait dayI really appropriate it, and a young lady did call and speak with meThank you*** ***

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she was trying to set up an account to be able to talk to an inmate in the Shelby County Jail (TN)The payments were deducted from her credit card but never posted to her
account.We investigated this complaint and contacted Ms*** via US mail and explained to her that the payment attempt on 1/22/@) 17:voided and was posted back to her credit cardThe payment on 1/22/@ 16:posted to her accountIn addition we have provided Ms*** copies of her callstransaction history 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

I had contacted Glenda R*** about this, I do not show any refund for the one refund claimed in July that was processedWhile dealing with GTL previously (before asking Revdex.com to investigate), we had identified the questionable activities to their representative and he steadfastly denied any refunds were owedGTL has processed one of these, thereby admitting they had made a mistake and their representative was in errorI'm claiming the 2nd refund was never received, I'm not going to contest the 3rd "never charged" claim by GTL at this time, as it would significantly slow down the processTherefore, I'm willing to split the difference and accept the one refund still owed to us and disregard the 3rd "never charged" transaction, then the case would be closed

we are still in the process of locating all of the customers money in order for the refund to be processed

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has an AdvancePay Account with GTL to be able to talk to an inmate in the Allegheny County Jail (PA)Ms*** contacted GTL to help her reset her passwordHer
password has not been reset.We made several attempts on 8/2, 8/and 8/to contact Ms*** via telephone to assist her with changing her passwordEvery time the CSR identified herself as a GTL representative, whoever answered the call would immediately disconnect the callIn addition we sent an e-mail to Ms*** on 8/and never received a response.Our records show that the last call attempt from the inmate was on August 4thThere is a possibility that the inmate has been released and Ms*** no longer needs GTL's services.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

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

Ms***, I have attached the current rate sheet for Ventura CountyI was unable to open the rates that you provided in your last response to the Revdex.com
Sincerely,
MsT***

Complaint: ***
I am rejecting this response because: That is not my issueMy issue is that the phone number is still linked to me and I do not want it to beI would like for the box to be completely removed from my name and my online account
Regards,
*** ***

The Consumer Contacted the Revdex.com because she states that the rate she is charged to accept a call from an inmate in the Franklin County Correctional facility is incorrect.We investigated this complaint and contacted Ms*** via telephone
and advised that the rate she is charged is the correct rateMs.*** requested that we send her a copy of her call history/ Transaction history for November 17"We e-mailed her this documents as well as a copy of the rate sheet for The Franklin County Correctional facilityIn addition we have issued a credit to her account in the amount of $so she would be able to accept a call from the inmate regarding his court appearance.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 because she contacted GTL to inquiry how much it would cost to set up an account to talk to an inmate in a correctional facility that GTL is the service provider forWhen she
received her fist call is was more than the CSR said it would be.We attempted to contact Ms*** via e-mail and telephone number unfortunately she did not respond to our request for a call backWe are unable to investigate this complaint because Ms*** neglected to provide her account number and the name of the facility that she is accepting calls fromIf When Ms*** responds to our request for 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because GTL's automated system does not provide explicit instructions on how to make deposits and does not disclose the rate that is charged to accept calls from an inmate in the
Miami Dade Metro West Correctional facility.We investigated this complaint and contacted Ms*** via telephone and explained to her that our records show that she made $deposits that incurred a $service fee for each depositThere were only inmate calls accepted because the first $deposit left her account with a negative balance due to service fee is withheld immediatelyWe have issued a credit of of the service fees to Ms***'s accountThe recorded prompts do not give the exact amount of the rates and service fee as the dollar amount varies by facility.The FCC ruling that is to take effect June 20th for all county jail will more than likely reduce the $service fee.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 10, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she set up an account to be able to talk to a loved one in the ** *** Correctional Facility (NJ)None of the calls will connect.We investigated this
complaint and contacted *** *** via telephone and explained to her in our investigation we determined that there was a collect call block on account #*** *** due to a U verse feature with ***, this feature was preventing the calls to connectOur records show that the inmate transferred from the *** *** Correctional facility (NJ) with the last completed call on August 4thThe inmate was using his debit card for this call*** *** informed us that she has recently obtained a *** voice telephone number to be able to accept calls from the inmate in the ** *** Correctional facility*** *** set up an AdvancePay account on #*** *** ***As a onetime courtesy we have transferred the remaining balance in the amount of $from account # *** *** *** to account # *** *** *** (the *** voice number).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 on separate occasions the consumer added money to an inmate’s debit account and both times the money never posted to the inmates account.We investigated this complaint
and contacted *** *** via e-mail and explained to her that the payments in question did in fact post to the inmate’s accountan account transaction history was provided in the 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on February 17th she requested a refund and the refund has never been processed.We investigated this complaint and contacted *** *** and she informed us that that
she requested a refund for her Mother-in-laws telephone number since she was the one adding funds to the accountHer Mother-in-law lost her telephone and got a new telephone number and she just wanted to the transfer the funds from the old number to the new number*** *** has already added funds to the new number so she would like the balance on the old number refunded.We verified the credit card that was used on the account and processed a refund in the form of a credit back to her credit card*** *** is aware that it will take 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 T*** Agency Complaints

December 9, 2016The Consumer contacted the Revdex.com because she continues to receive Calls from an inmate in a correctional facility that GTL is the telephone service provider forMs*** does not know anyone that is incarcerated at this time and would like the calls to stop.We
investigated this complaint and contacted Ms*** via e-mail and informed her that we have blocked telephone number ###-###-#### from receiving any calls from all correctional facilities that GTL is the service provider for.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 28, 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 the ** *** *** FacilityThe call never connected but she was
still charged for the call.We contacted *** *** via e-mail and explained to her the following:As you may or may not be aware, the FCC Order (15-136) allows providers to pass third-party financial transaction fees to end users with no additional markup.In light of FCC changes in the regulation of transaction and payment fees, it is now necessary for us to pass along the costs (3.25%) that the credit card processors charge GTL to process credit cards used to make payments and deposits separatelyThe fee charged for the use of Automated Payments through the Web and IVR is $or $when you select the use of a Live Operator, plus the third-party financial transaction fee of 3.25% of the deposit amount for credit card processing.The new regulations require these fees be identified and treated separately.In addition, we provided her with copies of her call/transaction history and the documents show that all of her calls were at least minutes long*** *** is never charged for a call that does not connect.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