Global Tel* Link Corporation

December 27, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made payments to an inmate’s PIN Debit account and both payments never posted to the inmate’s account.We investigated this complaint and contacted
*** *** via e-mail and informed her that we have located the missing payments in the amount of $each and have posted both payments to the inmate’s PIN Debit 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

This letter serves as a formal response to the complaint listed above.May 26, 2016The Consumer contacted the Revdex.com because she let a friend use her credit card to make a $payment to set up an AdvancePay account so she could receive calls from an inmate in the DuPage County Jail
GTL has charged her card more times totally $Ms*** did not authorize the $charges.We investigated this complaint and contacted Ms*** via telephone and explained to her the type of account that her friend set up was an auto reload accountThis type of account will automatically deduct $when the account balance goes below $We advised Ms*** to have her credit card number blocked in our system to prevent this from happening againMs*** informed us that she would collect the $from her friend.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

***,
We are having some difficulty in resolving this complaintBecause the problem she is having using her credit card is intermittent it is difficult to determine why the card is accepted some times and rejected the other timewe will get it resolved but need a little more timeHopefully I
will have a resolution for you by next weekI will send it to you via e-mail

April 14, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she states that GTL removed $from her pre-paid account stating that the account was inactive*** *** is requesting that the money be put back on her
account and reinstate the account to active so she would be able to accept calls from her husband who is currently incarcerated is a ** ***? facility.We investigated this complaint and contacted *** *** and informed her that we have added the $back to her account and changed the status of her AdvancePay account to active*** *** stated that was all she wanted us to do.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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on July 4th 2016 she requested a refund of the remaining balance on her account.We investigated this Complaint and contacted Ms. [redacted] via e-mail and informed her that a...

refund in the amount of $37.34 was processed in the form of a credit back to her credit card. Ms. [redacted] replied back telling us that the Credit was deposited to her account on August 29th 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[redacted]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: GTL has NOT reset my account so I can accept collect callsA MsA*** has been emailing me and the thing is game for them to make more moneyI have started paperwork for the Attorney General to investigate this practice
Regards,
Mr*** ***

[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: We continue to have the problem with sending and receiving the emails that we have paid for I have sent additional complaints to the company to have this addressed and I was told it was being sent to tech support to find a resolution and with every email that is sent they deduct a credit off of our accounts for sending them and my biggest problem with that is if the other party is not receiving it why are we being charged for the service that is not being providedI do appreciate that they are trying to provide a service for them to be able to communicate with there families but when the service fails to do its job there customer service representatives should be able to look into and try and resolve the problem instead Juan had me on hold more then minutes telling me he only handles payments and problems with the phone so why have the number listed for customer service on the emails account if that is not there jobMy resolution that I would like from this if possible would be credit for the emails not received or credit added to mine and my husbands account for just having to go threw this problem on more then one occasion
Regards,
*** ***

This letter serves as a formal response to the complaint listed above. The Consumer contacted the Revdex.com because she has been receiving unsolicited calls from an inmate in a correctional facility that GTL is the service provider for. Ms. [redacted] does not know anyone in prison or...

jail so she would like to have her telephone number blocked from receiving these calls. We investigated this complaint and contacted Ms. [redacted] via e-mail and informed her that per her request we have blocked her telephone number, ###-###-#### from receiving 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[redacted] Agency Complaints

January 24, 2017The Consumer contacted the Revdex.com because he was told that it would take 30 days to process his $3.00 transaction fee and his $2.00 deposit fee refund. [redacted] would like to have his refund processed sooner than 30 days.We investigated this complaint and contacted...

[redacted] via telephone and explained to him that the 2 fees were not refundable because he did accept 1 call from the inmate which left a balance owed to GTL in the amount of $0.27. In addition, we informed the Consumer that that he had expired funds on account number [redacted] due to no activity on the account since September 22 2016 which we reinstated back to the account. we transferred the negative balance of $0.27 on account number [redacted] to account number [redacted]. A credit in the amount of $32.31 has been issued to [redacted].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[redacted] Agency ???plaints

August 5, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she established an AdvancePay account so she could receive calls from her fiancé who is incarcerated in the [redacted] County jail. The cost of the calls are...

higher then what she was quoted.We investigated this complaint and contacted [redacted] via e-mail and explained to her that the price she was quoted did not include the $0.04 tax and the $0.10 validation surcharge. The cost of each call is $1.34. In addition we advised [redacted] that she could avoid paying the $8.95 credit card convenience fee by paying with a check or money order. There are no fees attached to these 2 payments 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 TAgency Complaints

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have been advised that they will issue a one-time courtesy credit to my credit card. To date, this credit has not posted to my account. I will continue to monitor my credit card and if the credit does not post within 30 days, I will refile a Revdex.com complaint.
Regards,
[redacted]

May 17, 2016The Consumer contacted the Revdex.com because she set up an account to receive and send e-mails to a PA Department of Corrections inmate. The service is not working properly; she is unable to read her e-mails that are in her inbox.We investigated this complaint and determined...

that this issue was a statewide problem. All PA DOC facilities were having the same e-mail issue. On Thursday May 12th a patch was put into place that addressed the issue that all ConnectNetwork users were having. We verified the fix addressed the issues with multiple accounts and all loaded instantlyGTL 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[redacted] Agency Complaints

April 25, 2016The Consumer contacted the Revdex.com because someone else assumed her account number to accept calls from an inmate in the Washington State Penitentiary. Ms. [redacted] is requesting the balance on her old account transferred to the new account.We investigated this complaint and...

contacted Ms. [redacted] via telephone and informed another person's name did in fact appear as the account owner on account # ###-###-#### however the address listed belonged to Ms. [redacted]. We have transferred the remaining balance in the amount of $6.84 to 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[redacted] Agency Complaints

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[redacted] 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[redacted] 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[redacted] on 8/and never received a responseOur 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[redacted] no longer needs GTL's servicesGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely yours,
Kathi T[redacted]
Agency Complaints

July 28, 2015The Consumer contacted the Revdex.com because she made a payment to her son's inmate account, unfortunately she selected the incorrect facility and the system would not let her correct hermistake.We investigated this complaint and attempted to contact Ms. [redacted] via...

telephone; unfortunately she was unavailable so we left her a voicemail message stating that we have issued a credit in the amount of $45 back to her credit card. Ms. [redacted] is aware that it could take 5 to 7 business days for the credit to appear on her statement.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

This letter serves as a formal response to the rejection response for the complaint listed above.The Consumer rejected our resolution because she states that approximately 18 messages were deleted from the inmates tablet.When the inmate sends a message from his device when he is hooked up to the kiosk he needs to make sure he hits the “Confirm to send” button; if he does not the message will automatically be deleted. I am attaching a screenshot of the number of messages received from Ms. [redacted] and the inmate.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[redacted] Agency Complaints

This letter serves as a formal response to the complaint listed above.May 26, 2016The Consumer contacted the Revdex.com because she let a friend use her credit card to make a $20 payment to set up an AdvancePay account so she could receive calls from an inmate in the DuPage County Jail....

GTL has charged her card 2 more times totally $50. Ms. [redacted] did not authorize the 2 $25 charges.We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her the type of account that her friend set up was an auto reload account. This type of account will automatically deduct $25 when the account balance goes below $5.00. We advised Ms. [redacted] to have her credit card number blocked in our system to prevent this from happening again. Ms. [redacted] informed us that she would collect the $50 from her friend.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[redacted] Agency Complaints

The Consumer Contacted the Revdex.com because Some of the calls she receives from...

an inmate in the Morris County Correctional facility have disconnected prematurely. Ms. [redacted] is requesting a refund for these calls. In addition she states that in the past GTL has overcharged her for her calls.A trouble ticket was issued for this complaint to determine if this was an equipment problem at the facility. The result of the trouble ticket was that there was no trouble found. Ms. [redacted]'s account is set up on a cell phone. When a customer sets up an account on a cellphone we inform them at that time we do not guarantee service to cellphones. With regards to the cost of the calls are less than what they used to be, some rates did in fact decrease effective June 20th 2016 in order to be in compliance with the mandated FCC ruling.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[redacted] Agency Complaints

July 21, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she states that GTL has been double and triple billing her Debit card but not adding funds to her account established to accept calls from an inmate in the...

[redacted] Jail.We investigated this complaint and contacted [redacted] via E-mail and explained to her that our records show that [redacted] had several declined credit card payment attempts in our system. We provided [redacted] copies of the credit card transactions which reflected approved and declined deposits. In addition we explained to her the disclaimer regarding declined payments which states:Financial institutions place declined deposit attempts on hold for three to five business days then release the funds back into the customer’s 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