Global Tel* Link Corporation

Global Tel* Link Corporation www.gtl.netRevdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania1411 K Street NW, 10" Floor Washington, DC 20005-3404RE: [redacted] – Revdex.com Complaint ID # [redacted]This letter serves as a formal response to the complaint listed above.December...

14, 2015The Consumer contacted the Revdex.com because she is requesting that GTL close her old GTL account and transfer the balance on the old account to her new account.Ms. [redacted] called into GTL's customer service department earlier today and her request to close her old account and transfer the remaining balance in the amount of $2.00 to her new account was processed at that time.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 is requesting a refund of a call she accepted from an inmate in [redacted]We investigated this complaint and contacted [redacted] and explained to her that...

she is not due a refund from [redacted] payment method she chose to accept the inmates call was [redacted] When the call connected [redacted] system placed the full amount of $11.16 on hold. Once the call was completed [redacted] was only charged for the actual talk time which was $6.86. the $4.30 was voided. The only amount that was charged to her credit card was $6.86[redacted] 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]
[redacted]

November 10, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the collect calls that he receives from his brother who is incarcerated in a correctional facility that GTL is the...

service provider for have been disconnecting due to a 3-way call detect. [redacted] states that he did not attempt a 3 way call; he was just letting his brother listen to some music.We have attempted to contact [redacted] several times by telephone and e-mails however he has responded to any of our messages. [redacted] needs to be aware that the telephone equipment in correctional facilities is much more sensitive than home telephone equipment. It is not recommended to play music as this will cause a 3-way call detect and the call will terminate.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely Yours,Kathi TAgency Complaints

September 19, 2016The Consumer Contacted the Revdex.com because she states that the cost of the calls she receives from an inmate in The Trumbull Correctional Institution (OH) has increased to $5.00. Ms. [redacted] is requesting that the cost of the call go back to the old rate of $1.00.We...

listened to the automated system ####-###-#### recorded prompts using Ms. [redacted]'s account # ###-###-#### and determined that credit card deposits can be made in increments of $1.00. Currently all of the calls Ms. [redacted] receives from the inmate are charged to the inmate's debit account.We have tried Several times to Contact Ms. [redacted] with this resolution via telephone and e-mail. As of today We have not received a response to either form of communications.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 26, 2016The Consumer contacted the Revdex.com because she states that GTL withdrew money from her credit card but never applied the funds to her account.We investigated this complaint and tried several times to contact Ms. [redacted] via telephone, unfortunately she did not return...

our request to call us back. We e-mailed Ms. [redacted] and advised her that the payment she made to her account declined in our system. Ms. [redacted] needs to contact her financial institution and ask how long they place a hold on her funds before they release them back to her account. Typically it is 3 to 5 business days.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 purchased music for his GTL tablet and now some of the songs that he purchased have been restricted by the PA DOC. He is requesting a refund for all of the songs that...

have been deleted from his tablet due to the restrictionPlease see below what was posted at all of the PA Doc facilities back in November 2015.NOTICE – Restricted Songs/TracksEffective 11/10/2015Please be advised that your access to any song or track that is currently or subsequently deemed to be “restricted” by the PA DOC due to its obscene, explicit or sexual content will be blocked by GTL. As a result, you will not be able to download, access or play a “restricted” song or track on your tablet. Please further be advised that you will not be given a refund of the purchase price of a song or track that you were able to download but that is subsequently deemed to be “restricted” by the PA DOC. Upon your release from PA DOC custody, however, GTL will give you a one- time opportunity to download any “restricted” song or track that you purchased but were unable to access.[redacted] downloaded the songs at his own risk. No refund is due to [redacted] at this time.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

August 5, 2015This complaint was closed by the Revdex.com as unresolved. Please review the resolution below and consider closing it as closed as resolved.The Consumer contacted the Revdex.com because the chargeback in the amount of $54.75 never appeared back on her credit card.When a consumer requests that a payment be reversed on their credit card, their bank sends us the chargeback for the amount that was originally paid. Our records show that the chargeback did occur. however the $54.75 never was credited back to [redacted]p's account. When we contacted [redacted]'s bank they indicated that they had no record of the chargeback. There was obviously some type of system error with this transaction; therefore we have issued a credit in the amount of $54.75 to [redacted]'s AdvancePay account.We contacted [redacted] via telephone and advised her 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 T.Agency Complaints

December 2, 2016The Consumer contacted the Revdex.com because she accepted a call from an inmate in a DE DOC facility and was charged $9.99. GTL's automated system said the call would only be $3.00.We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her...

that the option she chose to accept the inmates call is called "AdvancePay ONE CALL". This option is for someone who does not anticipate more than 1 call from the inmate so they would not want to set up an AdvancePay account. Ms. [redacted] ask the CSR that investigated this complaint to assist her with setting up an AdvancePay account for future calls. As a onetime courtesy we waived the credit card processing fee.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

The Consumer contacted the Revdex.com because some of the calls she receives from an inmate in the Pinellas County Jail disconnect prematurely. Ms. [redacted] is requesting a refund for these calls. In addition she states that GTL has been using her credit card number without her...

authorization.We have attempted to contact Ms. [redacted] several times via telephone and she has yet to respond to our request for a call back. In order for us to investigate the dropped call issue; we need to know the dates and times of the calls in question to determine if credit should be given for the calls. With regards to her credit card being used by GTL without her authorization; GTL has not used her card, Ms. [redacted] has several accounts with GTL and the credit card number in question is used to fund those account as well.lf/when Ms. [redacted] returns our calls and provides us with the 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

September 26, 2016The Consumer rejected our initial response because she states that her original issues had not been resolved.We investigated this rejection response and contacted Ms. [redacted] and explained to her again that the ConnectNetwork Support e-mail system was designed to assist Customers experiencing any issues such as Setting up an account and making deposits via e-mail. in addition we advised Ms. [redacted] that our tech support department changed her user name because there was a space behind her user ID that was possibly creating the issue of her not being able to log on to her account. Our records show that Ms. [redacted] successfully logged on to her account on September 19th.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 2, 2016The Consumer contacted the Revdex.com because she states that the rate and fees she is charged to accept calls from an inmate in the Ventura County Todd Road Correctional Facility isoutrageously high. Ms. [redacted] is requesting a refund.We investigated this complaint and...

contacted Ms. [redacted] and explained to her that her current rate she is charged to accept calls from the inmate is the correct rate. Ms. [redacted]'s calls are billed at $4.24 for the 1st minute and $0.79 for each additional minute. Ms. [redacted] resides 44 miles from the correctional facility. Ms. [redacted] can avoid paying the credit card convenience fee if she adds money to her account using a check or money order. There are no fees attached to these 2 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 T[redacted] Agency Complaints

July 1, 2015The Consumer contacted the Revdex.com because of a GTL system error his credit card was charged twice when he was establishing his AdvancePay account to accept calls from his brother in TheSullivan County Correctional Facility.We investigated this complaint and contacted Mr....

[redacted] via e-mail and informed him that we have voided the $25 duplicate payment.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 15, 2016Revdex.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 serves as a formal response to the complaint listed above.The Consumer contacted the Better...

Business Bureau because she made a $10 cash payment via the kiosk at the Noble County prison and the payment never posted to the inmates account. Ms. [redacted] is requesting a refund of the $10 cash payment.We investigated this complaint and contacted Ms. [redacted] via e-mail and explained to her that her refund has been processed in the amount of $10 and was mailed to her 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 T[redacted] Agency ComplaintsCGILOffice ###-###-#### [redacted] | www.gtl.net

April 21, 2016The Consumer contacted the Revdex.com because she requested her account closed and the balance on her account refunded. She requested the refund on February 9th 2016.We investigated this complaint and contacted Ms. [redacted] via telephone and apologized for the delay in...

responding to her refund request. The refund was processed in the form of a credit back to Ms. [redacted]'s credit card on April 15th  2016. Ms. [redacted] is aware that she needs to allow 5 to 7 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 feelfree to contact me directly.Sincerely yours, Kathi T[redacted] Agency Complaints

July 13, 2016The Consumer contacted the Revdex.com because she made a payment to her son's father's trust account and the payment did not post to the account.We investigated this complaint and contacted Ms. [redacted]-[redacted] via telephone and explained to her that our records show that there...

were 2 payment attempts on June 30th and due to a computer malfunction one payment was rejected and the other payment that was authorized did not apply to the inmates account. The $80 payment that was authorized but did not post to the inmates account has been credited back to Ms. [redacted]-[redacted]'s 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

[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]

November 17, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because she received notification that someone used her personal information to open an AdvancePay account with GTL.We investigated this complaint and determined...

that account # [redacted] belongs to Rebecca Handal. When Ms. Handal called GTL to set up her AdvancePay account the GTL Representative entered the incorrect address. The address that was entered belongs to [redacted]. We have corrected our records and [redacted]’s address is no longer in our system.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

GlobalTel* Link Corporation Corporate Headquarters Operations Centerwww.gtl.net December 21, 2015Revdex.com Of The Metropolitan Washington DC and Eastern Pennsylvania 1411 K Street NW, 10th Floor Washington, DC 20005–3404RE: [redacted] [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 was told by GTL that if she would like to continue to receive calls from an in The York County Jail (PA) she would have to set up an AdvancePay account. Ms. [redacted] would like to continue having her calls billed to her LEC.We investigated this complaint and contacted Ms. [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 an 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.As a onetime courtesy we have reset Ms. [redacted]’s account back to LEC billing. Ms. [redacted] is aware that if she exceeds the velocity threshold again she will have to establish an Advance Pay 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

April 14, 2017This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because on March 11th 2017 he deposited $30 via a kiosk at the [redacted] Correctional complex and the payment never posted to the inmate’s telephone account.We...

investigated this complaint and contacted [redacted] via telephone and explained to him that there had been a system issue with the kiosk on March 11th 2017. We have located the $30 payment and have posted it to the inmate’s debit account # 2596338GTL 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 1, 2016The Consumer contacted the Revdex.com because she contacted GTL for a refund and the refund has yet to be processed.We investigated this complaint and contacted Ms. [redacted] via telephone and due to the Thanksgiving Holidays and the high volume of refund requests some...

refunds did not get processed in the normal 3 to 5 day window. Ms. [redacted]'s refund was processed on November 28th 2016.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