Global Tel* Link Corporation

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 JailGTL has charged her card more times totally $Ms[redacted] did not authorize the $chargesWe 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 accountThis type of account will automatically deduct $when the account balance goes below $We advised Ms[redacted] to have her credit card number blocked in our system to prevent this from happening againMs[redacted] informed us that she would collect the $from her friendGTL 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

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

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[redacted] and informed her that the $payment was transferred to her VAC accountThe payment posted to her account on August 1st GTL 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

December 29, 2015Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania 1411 K Street NW, 10" FloorWashington, DC 20005–3404RE: [redacted] - Revdex.com Complaint ID # [redacted]This letter is in response to the rejection we received from Mr. [redacted] stated in his rejection response that we had told him that we had removed the block from his telephone so he could start accepting calls again from an inmate in The York County Jail. Mr. [redacted]'s telephone is still blocked.We were waiting to receive a confirmation e-mail from Mr. [redacted] acknowledging that he understands that we will reset his telephone line back to LEC billed; however if he exceeds the LEC limit again he will be required to set up an AdvancePay account. The telephone line was reset today and he should be able to receive calls within the next 24 hours.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directly.Kathi T[redacted] Agency ComplaintsGTLOffice ###-###-#### [redacted] | www.gtl.net

July 24, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because someone fraudulently used her debit card in the amount of $300 to set up an AdvancePay account with GTL. [redacted] is requesting a refund from GTL.We...

investigated this complaint and contacted [redacted] via telephone and e-mail and informed her that we have located the account that her credit card was used for. We have issued a credit in the amount of $300 back to [redacted]’s credit card. [redacted] is aware that she needs to allow 3 to 5 business days for the credit to appear back 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 TAgency Complaints

February 7, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because the credit card she uses to add money to either her husband's debit account or her AdvancePay account will randomly decline her card.First of all, let me apologize for the length of time it took to provide a resolution to this complaint.After a very in depth investigation we determined that in early January credit cards were being rejected due to Fraud Rules inadvertently rejecting [redacted] transactions and [redacted] transactions. The rule has been modified and [redacted] should not have any problems going forward. We have contacted the customer 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 he made a $50 payment via GTL's ConnectNetwork website to be able to accept calls from his brother who is currently incarcerated in The Limon Correctional facility. The...

payment never posted to his account. Mr. [redacted] is requesting the $50 payment Credited back to his credit card.We investigated this complaint and determined that when Mr. [redacted] originally set up his AdvancePay account he used ###-###-####. When Mr. [redacted] made the $50 payment he entered the correct account number Which is ###-###-####.We contacted Mr. [redacted] via telephone and explained to him that the reason the ConnectNetwork system showed that there were no funds available on Account number ###-###-#### was because they were applied to the correct account number. We offered to refund the $50 payment, however, Mr. [redacted] requested that we keep it on the 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[redacted] Agency ???plaints

October 25, 2016The Consumer contacted the Revdex.com because she contacted GTL to request a refund of the remaining balance on her account 2 months ago. Ms. [redacted] has never received her refund.We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her...

that her refund has been processed in the form of a credit back to her credit card. Ms. [redacted] is aware that it could take 3 to 5 business days for the Credit to appear back on her card. We apologized for the delay in processing her refund request.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

June 16, 2016The Consumer contacted the Revdex.com because the calls she receives from an inmate in the Talbot Correctional facility disconnect prematurely. Ms. [redacted] is still charged for the disconnected call. Ms. [redacted] is requesting a refund for the disconnected calls.We investigated...

this complaint and contacted Ms. [redacted] via telephone and explained to her that our tech support department determined that there have been numerous fraudulent calls at this facility. We have credited Ms. [redacted]'s AdvancePay account for all calls between 5/01/2016 to 6/14/2016 that were under 5 minutes. The 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[redacted]Agency Complaints

This letter serves as a formal response to the complaint listed above
The Consumer contacted the Revdex.com because he has been receiving unwanted calls from an inmate in a VADOC correctional facilityHe has requested that we block his telephone number from receiving these calls.We investigated this complaint and contacted Mr[redacted] via e-mail and explained to him that in addition to putting a block on his telephone to not receive any more inmate calls, our tech support department blocked his number at the facilities as wellGTL 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has been receiving unwanted calls from GTL repeatedly throughout the day and night. Ms. [redacted] is requesting her telephone number blocked.We investigated this complaint...

and contacted Ms. [redacted] via telephone and explained to her that we determined that she was receiving calls from an inmate in the Jefferson County Jail (AL). Per Ms. [redacted]'s request we have placed a block on her telephone number which will prevent her from receiving any calls from all of the correctional facilities that GTL is the service provider for. In addition we explained that we have no Control over who the inmates attempt to call and it was possible that he was dialing her number in error.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.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. [redacted] via US mail and explained to her that the payment attempt on 1/22/2016 @) 17:26 voided and was posted back to her credit card. The payment on 1/22/2016 @ 16:26 posted to her account. In addition we have provided Ms. [redacted] 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[redacted] Agency Complaints

July 1, 2015The Consumer contacted the Revdex.com because he states that he should be charged a local rate to be able to accept calls from his brother who is incarcerated in the Central Maryland Correctional facility.We investigated this complaint and contacted Mr. [redacted] and tried to...

explain to him that his rate is based off of the area code and prefix of the telephone number that the inmate is calling from. The inmate is calling from a MD area code and prefix and Mr. [redacted]'s telephone number is an Upper Darby, PA telephone number. Mr. [redacted]'s calls are rated at a rate type 4 with is an Intra/State rate not a local rate. In addition we provided Mr. [redacted] copies of his calls transaction history and a rate sheet.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

November 1,
The Consumer contacted the Revdex.com because she called GTL's Customer Service department to have the funds on her cellphone number transferred to her landline telephone numberMs[redacted] was advised that she would not be able to transfer the funds and she would have to set up an additional account on her landline to receive calls from an inmate in the CEC Talbot Hall facilityWe investigated this complaint and contacted Ms[redacted] via e-mail and informed her that per her request We have transferred the balance of $from account number ###-###-#### to account number ###-###-####In additional we advised her that the appropriate action will be taken with the original CSR that she first spoke toGTL 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

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 call
Q: 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 requestQ: 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-refundableQ: Is it per call?
A: Calls are charged at a per minute rateInmate are permitted to up to hour
Q: Is it per minute?
A: Calls placed to Ms[redacted]'s number ###-###-#### are rated at $per minuteQ: 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 numberQ: 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 only
Q: 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 friends
GTL 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

Please contact Janice B[redacted] at ###-###-#### to assist you with setting up a 3-way call with the call center. The call center will be able to tell you what documentation you need to have to add your name to this account. Janice can be reached at [redacted]@gtl.net as well

[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 [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 she is requesting a refund for 2 calls that were disconnected prematurely due to 3-Way call detects that she received from the Dorsey Run Correctional Facility.We...

investigated this complaint and contacted Ms. [redacted] via e-mail and explained to her that we listened to the calls in question and determined that the 2 calls were not 3-way call attempts and issued her a credit to her account in the amount of $1.02. In addition we reminded her that if the inmate is caught attempting a 3-way call he could lose his telephone privileges. The CSR that provided this resolution to Ms. [redacted] provided her with her direct telephone number should she have any additional problems in the futureGTL 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

" background-">RE: [redacted] – Revdex.com Complaint ID # [redacted]
This letter serves as a formal response to the complaint listed aboveThe Consumer contacted the Revdex.com because she is requesting a refund of the $payment she made to be able to talk to an inmate in a correctional facility that GTL is the service provider forAfter she set up her account she was unable log inIn addition she states that GTL's customer service is neither professional nor courtesy when speaking to a customerWe investigated this complaint and contacted Ms[redacted] via e-mail and informed her that the type of payment option she chose via the GTL ConnectNetwork website was the pay to talk option instead of the AdvancePay account optionWe have issued a credit in the amount of $back to Ms[redacted]'s credit card ending in XXXX[redacted]With regards to the customer service issue; we have forwarded her complaint to the customer service supervisor to be investigatedThe CSR that investigated this complaint provided Ms[redacted] with her direct telephone number should she have any additional problems in the futureGTL 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

October 18,
The Consumer Contacted the Revdex.com because she states that at least unauthorized charges posted to her bank account from GTLMs[redacted] is requesting a refund of these chargesAfter reviewing the transactions for account ####-###-#### we determined that Ms[redacted]'s bank account was not overcharged by GTLMs[redacted] 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 callThere is no refund due to Ms[redacted] at this timeA copy of this resolution was sent to Ms[redacted] via e-mailGTL 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