Global Tel* Link Corporation

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because the inmate who was incarcerated in the [redacted] Correctional Facility has been released and she is requesting a refund of the remaining balance on her account. The inmate...

was her sister’s daughter and [redacted] used her credit card to set up the account in her sister’s name because she does not have a credit card.We e-mailed [redacted] and asked her to provide us with her sister’s account information. Once we received the information we processed a refund in the amount of $24.66 in the form of a credit back to her credit card. it could take up to 3 to 5 business days for the credit to appear back on 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

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Yes they reversed the negative balance on the account, but the additional charge of the amount has yet to be sent back to my bank. Im not fully understanding why the delay of sending the charge back to my bank if they have determined that they received the payment rather the system timed out or not.When my funds are returned then I will be satisfied.  
Regards,
[redacted]

May 12, 2015This letter is in response to the rejection response to the complaint listed above.
I will address each one of [redacted]'s concerns individually.
The rate she is charged to accept calls from an inmate - GTL is regulated by the North Carolina Utilities Commission. Since North Carolina is a de-tariffed state, we are not required by law to post our rates. For more information you can go to this link below.http://www.ncuc.net/industries/TeleCom/telecomm.htm
The $4.95 credit card processing service fee – This fee is standard in the Inmate Telephone Service Provider industry. They all have this fee, most are much higher than $4.95. This fee can be avoided by paying on your account with a check or money order. There are no fees attached to these 2 payment options. If you choose to use one of these payment options, please mail your payment to;
GTL Payment P.O.BOX[redacted] Denver, CO [redacted]Please make sure you include your account number on your check and allow 7–10 business days for the payment to post to your account.
GTL's policy of using their service at your own risk-This policy only applies to Cell phones not to landlines. The entire policy is that we do not guarantee service to cell phones, customer's that wish to establish an account on a cell phone do so at their own risk. The best type of telephone to set up an account would be a grounded landline. The telephone equipment in correctional facilities is much more sensitive to the standard telephone equipment. It is the inmate's responsibility to report any equipment issues to the facility. The facility then contacts a GTL service technician to investigate the problem.
Proof that we can legally not provide you with your billing/call records — we provided [redacted] with her billing/call records in an e-mail we sent you dated April 28" 2015. I would be more than happy to send them to her again.
As I stated in my first response that since [redacted]'s account only had a balance of $2,07, we issued a onetime courtesy credit in the amount of $5.21 so she would be able to accept 2 calls from the inmate.
GTL has provided [redacted] with all the pertinent information and addressed her concerns in her complaint. GTL does not owe [redacted] any credit at this time. GTL has policies and procedures just like any other business and we are sorry that [redacted] disagrees with the rate she is charged for inmate 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made a $50 payment to her AdvancePay account; the money was deducted from her bank account but was never applied to her AdvancePay account.We investigated this...

complaint and determined that the payment was posted to an incorrect account number. We contacted [redacted] and informed her that we have issued a credit in the amount of $50 back to her credit card. [redacted] informed us that the funds were back on 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

RE: [redacted] – Revdex.com Complaint ID # [redacted]This letter serves as a formal response to the complaint listed above. The Consumer contacted the Revdex.com because she made a $100 payment to her son'strust account. The payment posted to his debit account instead. Ms. [redacted]'s son...

is currently incarcerated in the [redacted] corrections facility.We investigated this complaint and contacted Ms. [redacted] via telephone and informed her that we have issued a refund check in the amount of $100. The $100 represents the payment that posted to the inmate's Debit account when it should have posted to his trust 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

[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: This response is not relevant to the current complaint. This issue was about the commissary account. The current complaint is regarding his Pin Debit account.
Regards,
[redacted]

The customer contacted the Revdex.com because she does not understand why she should have to wait so long for a refund.We investigated this complaint and determined that the funds that Ms. [redacted] requested expired in 2012. We have issued a refund of the current balance on...

the account in the amount of$26.39 as well as the expired funds in the amount of $11.68.We contacted Ms. [redacted] to explain this resolution and she was under the impression that GTL would call her and advise her that the funds had expired. She is now aware of GTL’s refundpolicy.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,Kathi T[redacted]Agency Complaints

September 2, 2015This letter serves as a formal response to the Complaint listed above.The Consumer contacted the Revdex.com because she made a payment in the amount of $22.95 to her account on July 22nd and the payment never posted to her account. [redacted] is requesting that...

the payment be applied to her account as well has additional credit for the time it has taken to get this issue resolved.We investigated this complaint and contacted [redacted] via telephone on September 1st and advised her that we have located the payment and posted the full payment of $25.00 to her 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

January 30, 2018This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she incorrectly deposited $25.00 into an inmate’s Debit Link account. She intended for the payment to go to the inmate’s Trust account. When [redacted]...

contacted GTL’s Customer Service Department she was told that she is not allowed to transfer the funds.We investigated this complaint and contacted [redacted] via telephone and explained to her that the reason that customer service advised her that she can’t be refunded is because she had another number [redacted] that she never gave them, so they were unable to see the transaction. However, the 27.00 has been refunded and customer has been advised that the site that she is receiving calls from does not have Debit Link.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 requested that her account be closed and the remaining balance in the account refunded.We investigated this complaint and contacted Ms. [redacted] via e-mail and...

informed her that a check request has been processed in the amount of $17.60. Ms. [redacted] needs to allow 30 days to receive the check in the 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

June 30, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on March 19th 2014 she requested that her account be closed and the remaining balance on the account to be refunded....

She still has not received her refund.We investigated this complaint on June 30th and attempted to contact [redacted] via telephone; unfortunately she was unavailable so we left her a voice message informing her that we have processed her refund in the amount of $30.00 and the refund check will be sent by priority mail, in addition we left a contact phone number to call if she has any questions.

May 8, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made 3 deposits in the amount of $75 each to her AdvancePay account. Only 1 payment posted to her account but all 3 payments were deducted from her bank...

account. [redacted] is requesting a refund.We investigated this complaint and contacted [redacted] via telephone and informed her that we have processed her refund of $150.00 in the form of a credit back to her credit card. [redacted] is aware that she needs to allow 5 to 7 business days for the credit to appear on 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 TAgency Complaints

August 27, 2015This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he purchased 2 - $25 [redacted] gift cards to add money to his GTL telephone account so he would be able to talk to an inmate in the [redacted] Jail. The...

funds were never applied to his account.We investigated this complaint and contacted [redacted] via telephone and informed him that one of the $25 payments posted to account number [redacted] when it should have been applied to account number [redacted]. As a onetime courtesy we transferred the $25 to the correct account.With regards to the other $25 payment; this payment was applied to the inmates Debit account. The $25 payment will remain on the inmates debit card and she can use this money at her own discretion.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

April 11, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she has been unable to access her on-line account to make a payment.We investigated this complaint and determined that [redacted] needed assistance with a...

password reset to access her account. [redacted]’s password has been reset and she sent us an e-mail saying that her issue has been resolved.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 set up 2 accounts with GTL to be able to talk to her husband in the Trumbull County Jail (OH). Ms. [redacted] no longer needs GTL’s services and she has been unable to get...

the remaining balance on her accounts refunded.We investigated this complaint and contacted Ms. [redacted] via telephone and informed her that we have issued a refund in the form of a credit to her credit card in the amount of $5.08 for account # [redacted]. Account # [redacted] was in her brother in law’s name, [redacted]. Mr. [redacted] contacted GTL and we issued a credit back to his credit card in the amount of $19.89 for his 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

January 16, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because in September 2016 she made a payment to her AdvancePay account and her payment was deducted twice from her bank account. [redacted] requested that one of her...

payments be credited back to her credit card. [redacted]’s account is currently blocked from receiving calls.We investigated this complaint and contacted [redacted] via US mail and explained to her that our records show that the duplicate payment has already been credited back to her bank account via her bank because she contacted her bank before she contacted GTL. Once fraud is reported to her bank and they add the funds back to your bank account she can no longer make payments to her AdvancePay account in our system using a credit card. The duplicate transaction took place on September 1st 2016 and [redacted] did not contact our call center until November 18th 2016. The chargeback from her bank posted to her account on September 14th 2016. [redacted] made another payment on December 26th 2016 and that payment was refunded on January 9th 2017. [redacted]’s current balance is negative $4.00. [redacted] no longer has the option of adding money to her AdvancePay account using a credit card due to the chargeback. [redacted] can add funds to her account using a check or money order.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 continues to receive Calls from an inmate in a correctional facility that GTL is the telephone service provider for. Ms. [redacted] does not know anyone that is incarcerated at this time and would like the calls to stop.We...

investigated this complaint and contacted Ms. [redacted] via e-mail and informed her that we have blocked telephone number ###-###-#### from receiving any 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

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she made a deposit on December 8"‘ andwas charged twice, one transaction was approved and the other was declined.We investigated this complaint and contacted Ms. [redacted] via...

telephone and explained to her that the fullpayment of $14.00 did in fact post to her husband's account. He had used some of the funds he alreadyhad so he did not have $11.00 prior to her $14.00 payment. In addition, we explained to her that becauseshe used a pre-paid credit card the bank takes longer to release the funds back to her 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 ComplaintsGTL

July 6, 2015The Consumer contacted the Revdex.com because he set up an AdvancePay account so he could talk to an inmate in The [redacted] Correctional Facility (SC). The service did not work. [redacted] is requesting that the remaining balance on his account refunded.We investigated...

this complaint and contacted [redacted] via telephone on July 2nd and advised him that we have processed his refund check in the amount of $48,66. The refund check will be mailed to him via US 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 TAgency Complaints