Global Tel* Link Corporation

September 14, 2016The Consumer Contacted the Revdex.com because she received an automated message from GTL saying that there were not enough funds in her account to accept a call from an inmate in the Wayne County Correctional facility (MI). Ms. [redacted] added $20 so she could accept the call. She contacted GTL and was informed that GTL is no longer the telephone service provider for the Wayne County facility. Ms. [redacted] is requesting that her $20 payment be refunded.We investigated this complaint and contacted Ms. [redacted] via telephone and e-mail and explained to her that a refund was processed in the form of a Credit on September 13th back to her credit card that she used to make the payment. Ms. [redacted] is aware that it could take 7 to 10 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

Complaint: [redacted]
I am rejecting this response because:
As of today, Friday, July 17th, I have yet to receive the refund check that I was told via telephone was being processed on July 2nd!  I feel waiting 2 additional weeks is more than enough time for the company to make right on this issue!
Regards,
[redacted]

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 2 $5.00 deposits that incurred a $7.95 service fee for each deposit. There were only 2 inmate calls accepted because the first $5.00 deposit left her account with a negative balance due to service fee is withheld immediately. We have issued a credit of 1 of the service fees to Ms. [redacted]'s account. The 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 $7.75 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[redacted] Agency Complaints

April 20, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has been waiting for GTL to transfer funds from one account to a different account.We investigated this complaint and contacted [redacted] via telephone...

and explained to her that our records show that she made a deposit to account # [redacted]. On April 13th [redacted] called GTL to have the money transferred to account # [redacted]. Per [redacted] request the money was transferred to account [redacted] on April 18th 2017 as a onetime courtesy. Per GTL’s policy money transfers between account is not allowed.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 she is requesting a $refund that GTL charged her in errorIn addition she is requesting that we unblock her telephone so she can receive calls from her son who is an inmate in the Pinellas County Jail.We investigated this complaint and contacted Ms[redacted] via e-mail and informed her that a refund has been processed in the form of a credit back to her credit cardIn addition her line has been cleared to accept calls from her SonMs[redacted] responded to our e-mail thanking the CSR that assisted her in resolving this issueGTL 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 1, 2016The Consumer contacted the Revdex.com because she continues to have issues send and receiving e-mails from her husband.We have had zero issues with sending and receiving messages. All messages in and out of PA DOC facilities are subject to a delay and approval. It seems that on the Weekends this delay is much greater, this may be due to staff. GTL does not hold and/or reject messages, PA DOC facilities do. We have researched the ConnectNetwork user account along with the inmate account and we have found zero errors. All ConnectNetWork issues need to be address On the Website: https://[redacted]/ or via Customer Service ###-###-####.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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I worked as a counselor at the [redacted] facility. One of my former students had become incarcerated in [redacted]. After a year of using [redacted] for telephone services while following the pulse of the case. Unfortunately the student pled guilty to take a 1 year minimum sentence and put it behind him. He was Transferred to [redacted] in [redacted]. I was prompted to now set up an account with GTL to continue phone services. I did so on 11/5/16. I found the website misleading and difficult to use. (I'm a [redacted] in [redacted] for [redacted] presently). I can only imagine how the average person uses their services. Anyhow after a month of calling GTL and asking for assistance with setting up services and a month of getting bounced around and months of no contact with my former student because of GTL. I gave up and requested I be refunded the $30.00 I had put on my account VIA a credit card. After GTL ignored that request I filed a dispute with [redacted]. [redacted] recovered the $30.00 for me. GTL then went into my account and marked it as being -$30.00 negative balance. It's 2nd grade math +$30.00 - $30.00 = 0.00 not $-30.00. I spent over 5 hours on the telephone with [redacted] and GTL trying to get my account accurately updated and GTL simply refused to. I haven't made or got one phone call from my former student. He wrote a letter to me stating the phone service at that facility was scamming people out of money by dropping their calls or charging $17.00 for 15 minutes of talking and for the lousy year he is in. We can just write to each other. I informed him of what I was going through with GTL as it is and they were not getting any of my credit card information. I called GTL at one point with a rep from [redacted] on the line and they were caught in a lie that [redacted] has on tape. I'm considering legal action against GTL if this matter isn't rectified. If I do i'm going to be looking for a whole lot more than $30.00.I want my account brought to 0.00 as I owe GTL nothing. like I said before +30.00 - $30.00 = 0.00 according to GTL's math +$30.00 - $30.00 = -$30.00. it's pretty sad that I have to go to the Revdex.com for something this elementary. but then again after reading over all of the Fraud watch websites GTL jumps right off the page. The complaints will go past the Revdex.com right on to SC senators if this matter isn't cleared up and within the next 2 weeks.
Regards,
[redacted]

November 15, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because [redacted]’s father set up an account to be able to talk to an inmate in a GA DOC facility. Once the account had been established, [redacted] was told that...

GTL is not the telephone service provider for the GA department of corrections.We investigated this complaint and contacted [redacted] ([redacted]’s father) and advised him that GTL lost the contract for the GA DOC. GTL has processed a $25.00 refund in the form of a credit back to [redacted] 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

December 7, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she paid $22.00 via GTL’s ConnectNetwork website for text messaging and she states that the $22.00 did not get credited to the correct account.We...

investigated this complaint and determined that the correctional facility where the inmate currently resides, GTL does not offer the text messaging service. [redacted] actually purchased Debit Links for the inmate which he can use to purchase music and e-mails.We have made several attempts to contact [redacted] via telephone and e-mail and as of today we have not heard back from her.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 made 2 payments to his [redacted] account; the money was deducted from his bank account but was never applied to his [redacted] account. [redacted] is requesting a...

refund of the 2 payments.We investigated this complaint and contacted [redacted] via e-mail and explained to him that the 2 $54 payments actually voided out in our system. We provided [redacted] copies of his payment transaction history showing that the 2 payments were never deducted from his bank 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

February 11, 2016The Consumer contacted the Revdex.com because GTL charged her in the amount of $150.00 without her authorization. Ms. [redacted] is requesting a refund.We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her that our records show that the...

credit card charges were processed and posted to her AdvancePay account via GTL's Auto Reloader option on December 10th 2015. Ms. [redacted] informed us that she was aware that the payments posted to her account and she acknowledged talking to the inmate. Once we informed Ms. [redacted] that the charges are sustained she requested that we block her telephone from receiving any more calls from the inmate in The Morgan County Correctional Complex.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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I hereby reject GTL's response as, contrary to their averments, GTL has not placed any deposit into my husband's account.On October 12, 2016, GTL contacted me via email stating: "[Global Tel Link] conducted another investigation and the results reflect the $60.00 deposit was credited. Also, I contacted   'Rock view' Accounting Department today and $60.00 deposit made September 19th was confirmed and  posted to your 'son’s' account  on September 28th."First, (and despite correspondence exchanged with GTL), GTL is so inept that they're clearly unable to keep straight that this was a deposit to my husband's account, and NOT to my son's. Second, on even date, I informed GTL that my husband had not received any deposit from GTL. I then asked GTL to send me any/all documents evidencing GTL's alleged trust account deposit/transaction. One would assume that a company handling financial transactions would maintain documents evidencing that these transactions were effectively and successfully made, and that the same should be readily available for production. At any rate, unfortunately my request has conveniently gone unanswered.It's quite clear that GTL is incompetent and completely incapable of handling individual's FDIC insured funds. Further, they blatantly lie and conduct business in a fraudulent manner. I respectfully request the Revdex.com take action against GTL for fraudulent business practices and/or to demand GTL produce documentation verifying the alleged deposit to my husband's GTL account.Thank you for your time and assistance in this regard. Regards, [redacted]p.s. Please be advised there is also a complaint that has been filed with Alabama's Attorney General's office regarding this issue.

August 17, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she is requesting a refund for the calls that she accepts from inmates in the [redacted] Correctional Facility and The [redacted] Correctional...

Facility that have been inaccurately billed. [redacted]'s is charged $3.00 for a 15 minute call. There is a 1 minute warning indicator for the end of the call and sometimes the calls disconnect in less than 1 minute. [redacted]'s main concern was how the CSR that she initially spoke with was very rude.We investigated this complaint and contacted [redacted] via telephone and explained to her that we monitored her recent calls and issued a credit for 1 call on July 18th in the amount of $0.45. In addition we explained to her that when the 60 second warning comes on the call actually lasted longer than 15 minutes, therefore she is not losing talk time with the inmates.With regard to the issue with the CSR that she initially spoke with, we apologized for the mannerism in which he spoke to her. The CSR that resolved this issue provided [redacted] with her direct telephone number should she have additional problems in the future.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

November 2, 2016The Consumer contacted the Revdex.com because she attempted to make a $15 payment via GTL's mobile app. The payment declined so she attempted to make the payment 2 more times. All 3 payments declined however all 3 payments were deducted from her bank account. Ms. [redacted]...

is requesting a refund of all 3 paymentsMs. [redacted] responded to our e-mail that was sent by one of our billing specialists on November 2, 2016 stating that the funds were released back to her bank account on November 1st. The billing specialist provided Ms. [redacted] with her direct telephone number should she have any additional problems in the future.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

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 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 me. When 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 charged. I understand fees may differ depending on the state you are in but it does not say anything about a fee being charged. However I no longer need the services but I would like the fees that were charged to be refunded to me. The 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 not. Thank you Revdex.com. 
Regards,
[redacted]

August 27, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because When she receives a call from her friend who is an inmate in the [redacted] Detention Center some of her calls are disconnecting prematurely. [redacted]...

[redacted] is requesting a refund for the dropped calls.We investigated this complaint and contacted [redacted] via telephone and e-mail and explained to her that we listened to her calls and determined that some of the calls did in fact disconnect prematurely. We have issued a credit for 5 calls in the amount of $12.10 to [redacted] account. In addition we explainedGTL's cell phone policy which is we do not guarantee service to accounts set up on cell phones.With regards to the service fee, this fee can be avoided by using a check or money order to add funds to her account. There are no fees attached to these 2 types of payment 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

May 2,
The Consumer contacted the Revdex.com because on April 15th she deposited $to her son [redacted]'s inmate account via the kiosk at the Southeastern Correctional facilityOnly $posted to his accountWe investigated this complaint and our technical support department verified that the customer was correct and only $posted to the inmate's accountA refund request in the amount of $will be processed and mailed to Ms[redacted]Ms[redacted] needs to allow days to receive the refund check in the 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

December 27, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made 2 payments to an inmate’s PIN Debit account and both payments never posted to the inmate’s account.We investigated this complaint and contacted...

[redacted] via e-mail and informed her that we have located the 2 missing payments in the amount of $10 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 T. Agency Complaints

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com for several different reasons. We have addressed each issue below.Q: Why do I have to pay GTL $30.00 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 Jails. You 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 callQ: When does the $30.00 run out?A: The $30.00 payment less the $3.00 service fee= $27.00 is available to accepts calls; any unused funds will be refunded back to you, upon your request.Q: Is it a one-time fee?A: Global Tel"Link charges a $3.00 service fee on all credit card payments. This fee is charged each time a payment is made and is non-refundable.Q: Is it per call?A: Calls are charged at a per minute rate. Inmate are permitted to up to 1 hourQ: Is it per minute?A: Calls placed to Ms. [redacted]'s number ###-###-#### are rated at $0.25 per minute.Q: 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 system. Please contact the correctional facility to find out their procedure for informing inmates they can now make calls to your number.Q: 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 friendsGTL 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 states that GTL has put a block on her telephone preventing her from receiving calls from an inmate in the [redacted] (OH). [redacted] is requesting...

that the block be removed.We researched account # [redacted] and it appears that [redacted] receives calls from several different inmates. Currently there is no block on this account number from GTL. The reason [redacted] is unable to receive calls from the inmate in this facility is because her name and telephone number is not on the inmate allow list which is required by the facility. Once the inmate adds her name and telephone number and it is approved by the facility; the calls will go through.We have tried to contact [redacted] several times with this resolution via e-mail; unfortunately, we have not received a response.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