Global Tel* Link Corporation

July 11, 2014Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he is requesting a refund for 3 calls that disconnected prematurely.We listened to the recordings of the calls...

in question and determined the reason the calls disconnected was because the person that monitors the calls at the correctional facility detected sexual connotations and profane language in the conversation and terminated the call. This type of language is not allowed by prison officials. The recorded message that is plays prior to **. [redacted] accepting the call from the inmate states that “the call may be monitored”. Based on this information, there is no refund due at this time.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours

In order for us to investigate this complaint I will need the consumer's fiance's Inmate ID#. Once she provides us with this information we will investigate this complaint.

[redacted],
We are having some difficulty in resolving this complaint. Because 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 time. we will get it resolved but need a little more time. Hopefully I...

will have a resolution for you by next week. I will send it to you via e-mail.

November 1, 2016The 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 number. Ms. [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 facility.We investigated this complaint and contacted Ms. [redacted] via e-mail and informed her that per her request We have transferred the balance of $22.00 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 to.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 28, 2015The Consumer contacted the Revdex.com because she is unable to accept calls from an inmate in the [redacted] Prison/[redacted] Farm Correctional facility (NJ)We investigated this complaint and contacted [redacted] via US mail and explained to her that our technical support...

department issued a trouble ticket and the problem has been corrected. Our records show that the last completed call was on July 26th.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

December 9, 2016The Consumer contacted the Revdex.com because she set up an AdvancePay account so she could communicate with her daughter who was incarcerated in The Indiana County Jail (PA). Her daughter has since been released and Ms. [redacted] is requesting a refund of the remaining funds...

in the account.We investigated this complaint and determined that a check in the amount of $45.59 was mailed to Ms. [redacted] on November 30th 2016 so she should be receiving the check any time now. We advised Ms. [redacted] that if she does not receive the check by December 9th to please contact us and we will stop payment on the original check and send her a new check via overnight 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[redacted] Agency Complaints

April 26,
The Consumer contacted the Revdex.com because he is requesting the remaining balance on his AdvancePay account credited back to his credit card or refundedWe investigated this complaint and have issued a credit on April 11th in the amount of $back to Mr[redacted]'s credit cardWe attempted to contact Mr[redacted] via telephone to inform him of this resolutionAs of today he has not returned our callsGTL 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

On December 15th 2016 GTL processed a refund in the amount of $30 in the form of a credit back to credit card ending in 1543. on December 18th 2016 we received a charge back from [redacted]l's bank in the amount of $30. [redacted]l received a $30 credit from GTL and his $30 payment to GTL was credited back to his credit card. [redacted]l owes GTL $30. Basically [redacted]l was refunded twice. Once by GTL and once by his credit card company in the form of a charge back.

February 13, 2017The Consumer contacted the Revdex.com because she has been unable to accept calls from her fiancé who is currently incarcerated in the [redacted].We investigated this complaint and contacted [redacted] via US mail and explained to her that per our...

investigation we discovered that [redacted] reported fraud on this account and the money that she had already used was refunded back to her on 5/6/2016 in the amount of $212.50 and Since she was refunded for payments already used it left her account with a negative balance. In order to clear the matter, [redacted] will need to send a Money Order or [redacted] in the amount $212.50 plus whatever credit amount to receive calls.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

[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. However I do reserve the right to rescind this if I do not receive the refund as they promised. 
Regards,
[redacted]

September 29, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because [redacted] was advised by GTL that if she would like to continue to receive calls from an inmate in the [redacted] Correctional Facility (TN) she would...

have to set up an Advance Pay account. [redacted] would like to continue to have calls billed to her LEC.We investigated this complaint and contacted [redacted] via e-mail and explained to her that when a customer exceeds the velocity threshold we ask the customer to set up an AdvancePay account.The velocity thresholds are not set forth by her Local Exchange carrier but by where the call originates from - GTL's phone platform at the facility. Customers like herself that receive a high amount of calls within various interval could be subjected to opening a AdvancePay account that needs to be funded through various channels (e.g. check, money order, Credit cards). This practice in standard in the industry and there are hundreds of thousands of customers utilizing this service every month. Another option would be that [redacted] Could fund the inmate's debit account.For more information about telephone calling plans [redacted] can go to the TN DOC website. She will be able to see that LEC billing is no longer an option.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

January 10, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because On December 21, 2017 [redacted] attempted to make a payment of $20 on her GTL AdvancePay account, the payment was declined. [redacted] attempted the...

same payment a second time, it was declined again. The third attempt the payment was processed. When she checked her bank statement, all 3 payments had been deducted from her account.We investigated this complaint and contacted [redacted] via telephone and explained to her that we were experiencing computer problems (Controller Timed Out) the day she made her 3 payments. We have issued a refund for 2 of her payments back to her credit card. [redacted] replied that she was pleased with the outcome of 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

January 4, 2017The Consumer contacted the Revdex.com because she is requesting a refund for the services that she purchased from GTL but did not receive.We investigated this complaint and determined that Ms. [redacted] set up an account on January 1st to receive calls from an inmate in the...

Cumberland County Detention Center (NC). Since the call did not complete, GTL's system voided her $13.52 deposit. We contacted Ms. [redacted] and explained to her since the transaction occurred on The New Year's Day holiday most all banks were closed. The CSR that assisted Ms. [redacted] provided Ms. [redacted] with her direct telephone number should she have any additional issues 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

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[redacted] 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[redacted] neglected to provide her account number and the name of the facility that she is accepting calls fromIf When Ms[redacted] responds to our request for additional information we will reopen this complaintGTL 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

February 19, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she would actually like to talk to a real person about getting a refund of the remaining balance in her account. All of the telephone numbers she has tried...

are automated numbers.We investigated this complaint and contacted [redacted] via telephone and explained to her that we have closed her account and assured her that her credit card would not automatically be charged in the future. In addition, as a means of customer satisfaction we reversed her transaction fee and issued her a credit for 2 calls. Total amount of refund that will be processed as a credit back to her credit is $17.35GTL 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

Complaint: [redacted]
I am rejecting this response because:While the response received is via regulation, it is not what actually occurred. My brother was told that he had to take the damaged tablet anyway and that he had to file a complaint at a kiosk within the prison. If the tablet had not been received cracked, he would never have been told that by the CO. Thank you for your assistance.
Regards,
[redacted]

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 facility. Ms. [redacted] 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.[redacted] via telephone and explained to her that since she used her new credit card in our system when she made the $50 payment we were able to credit the balance on her account in the amount of $50 back to her credit card. Ms. [redacted] is aware that she needs to allow 3 to 5 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[redacted] Agency Complaints

September 24, 2015The Consumer contacted the Revdex.com because he no longer needed is GTL telephone account so he called to request a refund. [redacted] was not aware of the $5.00 refund processing fee. [redacted] is requesting that we waive the refund processing fee and refund the...

entire remaining balance on his account.We investigated this complaint and contacted [redacted] via telephone and informed him that we have issued a credit back to his credit card for the entire balance on his account in the amount of $13.17. [redacted] is aware that he needs to allow 5 to 7 business days for the credit to appear back on his card.GTL anticipates that this will close this complaint and should you have any additional questions please feelfree 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 requested a refund of the remaining balance on his GTL phone account back in November 2016. [redacted] has yet to receive his refund.We investigated this complaint and...

contacted [redacted] on February 21st via US mail and explained to him that unfortunately his refund was never processed. We have expedited the refund check in the amount of $60.74 to be processed and mailed. [redacted] should receive the refund check in the mail in the next 2 to 3 weeks.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]