Global Tel* Link Corporation

October 24,
The 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 JailWe 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-We have attempted to contact Ms[redacted] several times via telephone to inform her of this resolution; unfortunately she has not returned our request for a call backGTL 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 her son has been transferred to another correctional facility and he has not been able to call Ms. [redacted] using his debit card nor Ms. [redacted]'s AdvancePay account.We...

investigated this complaint and determined that the calls would not connect because Ms. [redacted]'s telephone number was not on the inmates allow list. We contacted Ms. [redacted] and explained to her why the calls were not connecting. Ms. [redacted] informed us that her son has been released and requested a refund of the remaining balance on her AdvanceRay account. We have issued a credit in the amount of $25 back to Ms. [redacted]'s credit card. Ms. [redacted] is aware that it could take 3 to 5 business days for the credit to be processed back to 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[redacted]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 [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 attempted to make 2 payments in the amount of $300 each to her husband’s trust account who is currently incarcerated in a [redacted] facility and both payments were declined...

in our system.We investigated this complaint and contacted [redacted] and informed her that the payments declined because the maximum credit limit of $250.00 had been exceeded. We made the correction in our system by increasing her credit limit. The CSR that resolved this issue stayed on the phone with [redacted] while she made a payment. The transaction in the amount of $302.95 was accepted and posted to her husband’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 T[redacted] 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[redacted] 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[redacted]'s accountThe recorded prompts do not give the exact amount of the rates and service fee as the dollar amount varies by facilityThe FCC ruling that is to take effect June 20th for all county jail will more than likely reduce the $service feeGTL 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 he has been receiving unwanted calls from an inmate in a VADOC correctional facility. He 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 well.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 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 processedVisit #[redacted] was credited back to Mr[redacted] Credit card on October 19th Visit #[redacted] the refund request was submitted on July 23rd Visit #[redacted] this visit was cancelled before it took placeMr[redacted] bank would have received a notice to remove the hold on his card for preauthorizationNo money would have been taken from his accountGTL anticipates that this will close this complaint and should you have any additional questions please feel free to contact me directlySincerely,
Kathi T[redacted]
Agency Complaints

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. [redacted] via telephone...

and advised that the rate she is charged is the correct rate. Ms.[redacted] 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 facility. In addition we have issued a credit to her account in the amount of $2.01 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[redacted] Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she paid $75.00 to set up an AdvancePay account so she could accept calls from her son in a LA County correctional facility. [redacted]’s son was released and the account...

was never used. [redacted] is requesting a refund.We investigated this complaint and contacted [redacted] via e-mail and explained to her that her refund in the amount of $75.00 in the form of a credit back to her credit card. [redacted] is aware that she needs to allow 3 to 5 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[redacted] Agency Complaints

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[redacted]
Jul (day ago)
tome
Thank you. GTL has resolved the issue. They unblocked the calls and are allowing me to be billed through my local phone company
I appreciate Revdex.com looking into this issue. It is what helped resolve the complaint
Have a nice afternoon
Regards,

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she received a call requesting her to set up an account so she could receive calls from an inmate in a correctional facility that GTL is the telephone service provider...

for.We investigated this complaint and contacted [redacted] via telephone and explained to her that we could only provide her with the facility where the calls originated from; unfortunately, we are notable to identify the name of the inmate. [redacted] was not satisfied with this resolution and became very arrogant with the CSR that contacted her. We tried to explain to her that it is a possibility that the inmate dialed her telephone number in error. We offered to add [redacted] telephone number to GTL's do not call list in which she replied "that's not what I asked and your company needs to provide more information". [redacted] then stated that she has spent way too much time on this issue and disconnected the call.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

We have attempted several times to contact Mr [redacted] by telephone and e-mail. we need additional information from the consumer to resolve this complaint. To date we have not had a response  from the customer. If/When the customer contacts us we will further investigate this issue.

July 20, 2015The Consumer contacted the Revdex.com because her account was doubled billed in May 2015and she has still not received her refund.We investigated this complaint and contacted [redacted] and explained to her that that the payment that was processed May 18th in the amount of...

$54.75 had been approved. Unfortunately the GTL system controller timed out on the transaction and that is why it did not post to her account. The system error was on GTL's end and we have investigated the transaction through our payment system CHASE and we were able to determine that we did actually collect the payment.We have placed the $54.75 back on her account to correct her negative balance.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

November 2,
The Consumer contacted the Revdex.com because she attempted to make a $payment via GTL's mobile appThe payment declined so she attempted to make the payment more timesAll payments declined however all payments were deducted from her bank accountMs[redacted] is requesting a refund of all payments
Ms[redacted] responded to our e-mail that was sent by one of our billing specialists on November 2, stating that the funds were released back to her bank account on November 1stThe billing specialist 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

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 for. When she...

received her fist call is was more than the CSR said it would be.We attempted to contact Ms. [redacted] via e-mail and telephone number unfortunately she did not respond to our request for a call back. We are unable to investigate this complaint because Ms. [redacted] neglected to provide her account number and the name of the facility that she is accepting calls from. If When Ms. [redacted] 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[redacted] Agency Complaints

May 16, 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 e-mails in her inbox.We investigated this complaint and determined that this...

issue and determined that this was a statewide problem. All PA DOC's were having the same issue. On Thursday May 12" 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 instantly.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 would like GTL to either provide a telephone number for ConnectNetwork or have GTL customer support address issues regarding ConnectNetwork.We contacted Ms[redacted] via telephone regarding her complaint and explained to her that the Connect Network Support email system was designed to assist Customers experiencing any issues such as setting up an account and making deposits via emailPer conversation with Ms[redacted] it appears she was attempting to use two different computers because hers had crashed and this created a lot of her problemsThe Customer Service Representative who actually assisted Ms[redacted] in resetting password and getting her account back on track advised Ms[redacted] asked if all of her Connect Network issues were addressed and customer was satisfiedAlso, she provided Ms[redacted] her telephone number in the event she had any other questions and concernsGTL 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

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 [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 added funds to her AdvancePay account so she could accept calls from an inmate in a [redacted] Corrections Facility. She states that GTL charges different fees...

every time she adds money to her account.We contacted [redacted] 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 separately. The fee charged for the use of Automated Payments through the Web and IVR is $3.00 or $5.95 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.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 made a $20.00 deposit made to GTL December 15th to purchase minutes to communicate with her husband. Customer advised that the payment declined and GTL CSR Supervisor...

refused to resolve this issue.We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her that after researching transaction history of Ms. [redacted] account number ###-###-#### determined that a $20 successful deposit processed on December 17th minus $3.65 transaction fees posting $16.35 to her account. Customer accepted inmate calls from [redacted] County [redacted] and [redacted] Regional Jail (VA) December 18th thru December 19th @ 10:19PM and has current credit balance of $0.04.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