Global Tel* Link Corporation

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 email. Per 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 problems. The 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 satisfied. Also, she provided Ms. [redacted] her telephone number in the event she had any other questions and concerns.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 paid $25 to his nephew's pre-paid account and the funds never posted to his account.We investigated this complaint and contacted Mr. [redacted] via telephone and explained...

to him that in our investigation we determined that he made his deposit to [redacted] instead of GTL. The $25 payment has been located and we have issued a refund in the form of a credit back to Mr. [redacted] credit card. Mr. [redacted] is aware that he needs to allow 7 to 10 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 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:
Pending the out come of a FCC investigation. This process has not been effective at all. Additionally this company's rendetion of the facts are false. Prior to filing a Revdex.com complaint GTL would not listen to the calls inquestion which led to me filing this complaint here. Its simple there equipment was faulty and wireless consumer haave to accept the lost, no I don't think so. A formal hearing and goverment regulation is being sought seeing as though I lack a resonable assurances from GTL. In matters where a consumer pays for a service among things quilty is expected to the consumer. GTL owes me a responsibility and NOT the PRISONER when I pay them for a service and GTL should understand that. Why this company talking about what a prisoner has to do is not relevent in this matter seeing as though I paid GTL and not this prisoner. Furthermore, is not the equipment at the facilities not owned by GTL? Again, government reglatory complaints are to follow.
Regards,
[redacted]

December 4, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting a refund that she had originally requested in April 2013 as well as a $40.00 payment she made in September...

2014.We investigated this complaint and contacted [redacted]'s on November 26th via telephone and explained to her that the $40.00 payment will not be refunded because since she disputed the charge with her bank and had the bank to a chargeback. When the chargeback occurred it caused her account to have a negative balance of $23.53. The $50.00 payment we received cleared the negative balance leaving the current balance on the account $26.47. As requested by [redacted]s we have issued a credit back to her credit card in the amount of $26.47 leaving her with a zero balance in the account. In addition we have issued a check in the amount of $59.23 for the refund that [redacted]s never received back in April 2013.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi TAgency Complaints

September 23, 2015
The Consumer contacted the Revdex.com because she made a $55.00 payment to her GTL AdvancePay account on August 20th and the payment never posted to her account.
We investigated this Complaint and contacted [redacted] via e-mail and asked her to...

provide us a copy of her bank statement for transactions that were processed on August 20th 2015. As soon as we received the bank statement we were able to locate the $55.00 missing payment and posted it to her account. Prior to locating the missing payment we had issued a courtesy credit in the amount of $13.43 which would allow her to receive 1 15 minute phone call from the inmate.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
??mplaints

Thank you for submitting my complaint to Global Tel Link (GTL).
As of this writing, and subject to confirmation when I receive my Bank Statement, it appears that GTL has fully refunded the amount in dispute in this matter.  I respectfully dispute that I provided GTL with any incorrect information regarding my refund request, and feel strongly that GTL staff were disrespectful to me.  It does appear that my complaint has been satisfactorily resolved and I thank the Revdex.com for its action in this matter and any assistance in obtaining my refund.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My complaint was regarding the continued use of, if you have any questions please call a number that does not answer questions about the original problem. This phone number that has been given to me repeatedly takes me to a call center that only handles GTL telephone business. It does not have anything to do with technical support or with trust fund deposits. This phone number has repeatedly been given to me by technical support however I cannot get technical support questions answered through it. I am unable to contact the people except through email which is extremely aggravating due to its slow response and if questions remain you must ask them by email in which you get a computer-generated response. That computer-generated response may take days to months to even be received. What are these computer-generated response is also allowed for a phone call to be made instead of an email however the number Remains the Same and you are unable to contact the person that sent the email. That is what the original complaint was about. It did resolve several other issues I had in regards to technical support that I had emailed them already about.
Regards,
[redacted]

This company is highway robbery. They charge excessive fees and do not charge the way their own website explains. The only reason they get away with what they do is because they have the franchise on what they do and they need to be stopped.

September 26, 2016
The 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

The Consumer Contacted the Revdex.com because Some of the...

calls she receives from an inmate in the Morris County Correctional facility have disconnected prematurely. Ms. [redacted] is requesting a refund for these calls. In addition she states that in the past GTL has overcharged her for her calls.A trouble ticket was issued for this complaint to determine if this was an equipment problem at the facility. The result of the trouble ticket was that there was no trouble found. Ms. [redacted]'s account is set up on a cell phone. When a customer sets up an account on a cellphone we inform them at that time we do not guarantee service to cellphones. With regards to the cost of the calls are less than what they used to be, some rates did in fact decrease effective June 20th 2016 in order to be in compliance with the mandated FCC ruling.
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

I used this site to get money to my dad to leave him money while he is away. I have put $100 onto his account and for some reason, they can't track it. They lost it. They lost my money. I have been playing many run around games for this company. I think it is absolutely insane that they are supposed to be a trusted company, yet they aren't ever responsible for anything that is lost because the "Money is property of the offender." I have checked multiple times to see a transaction list, and nothing shows. My dad says he has never received anything. I have called on multiple occasions to track the funds or see if I could get a refund and I keep getting told it is nonrefundable. Why is it nonrefundable? I have also asked his question many times, and the company continually avoids to answer this question. I have sent requests for a transaction list, and never gotten anything back. I have done everything that I can on my end of the spectrum.

We have made several attempts to contact this customer via telephone and e-mail as we need additional information to investigate this complaint. As of today the customer has not responded to our request for a call back. We will be more than happy to investigate this complaint once we hear...

back from the customer.
 
sincerely,
[redacted]

December 22, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because some of the calls he receives from his son who is incarcerated in the [redacted] Correctional Facility do not always...

Connect.We investigated this complaint and contacted [redacted] via e-mail and explained to him that our records reflect that the last payment on this account was made on 11/15/14. The last completed call was received on 12/14/14. Once this call was completed the account only had a balance of $0.03, if there are not sufficient funds in the account the call will not go through.It is the inmates' responsibility to notify the correctional facility if he feels there is a problem with GTL's telephone equipment. Once he does then the facility will contact a GTL service technician to investigate the problemGTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely Yours,Kathi TAgency Complaints

June 23, 2014
Dear [redacted]
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she received a bill in the amount of $48.69 from GTL for a Direct Bill account that she did not open.
The only...

information we require to open an account are copies of a current utility bill and a telephone bill with matching BNA. Once we received the requested documents via fax an account was set up on [redacted]. We do not require personal information such as a drivers license or social security number to set up an account. [redacted] requested that we send her copies of the fax we received with the requested documents; unfortunately the faxed documents are discarded 90 days after we receive them. It is unfortunate that [redacted]s daughter, [redacted] established this account without [redacted]s knowledge; however the balance of $48.69 is still owed to GTL.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I was surprised to read that the check was applied as of 6/11/14 (my bank did not post the check until 6/25/14), ultimately, this resolution of a cashed check in advance of the due date and a closed account is satisfactory to me.  Thank you for your assistance.
VR/ 
[redacted]

August 10, 2015This letter serves as a formal response to the complaint listed above.
The Consumer contacted the Revdex.com because she set up an account to be able to talk to a loved one in the [redacted] Correctional Facility (NJ). None of the calls will...

connect.We investigated this complaint and contacted [redacted] via telephone and explained to her in our investigation we determined that there was a collect call block on account #[redacted] due to a U verse feature with [redacted], this feature was preventing the calls to connect. Our records show that the inmate transferred from the [redacted] Correctional facility (NJ) with the last completed call on August 4th. The inmate was using his debit card for this call. [redacted] informed us that she has recently obtained a [redacted] voice telephone number to be able to accept calls from the inmate in the [redacted] Correctional facility. [redacted] set up an AdvancePay account on #[redacted]. As a onetime courtesy we have transferred the remaining balance in the amount of $18.75 from account # [redacted] to account # [redacted] (the [redacted] voice number).
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

[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:

[redacted]




11:35 PM (12 hours ago)










tome




I have spent another 30 minutes to get information on the calls I have made on my account, to see what the charges are for the calls made.  No where on the site does it list ANY fee list, apparently it varies from facility to facility.  I have to call every time to find out the charges, even though on the site it has a place to show you account activity, none is listed.  I can only see the balance on the account.  I can call and ask for a summary to be mailed to me, they wont even review it with me online.  I asked about shorter calls made, what the charges were and was told the calls were all 15 minutes, no where on the pre-call recording or site, does it state that the call is for 15 minutes minimum, yet I am being charged for 15 minutes.  I inquired and was told a supervisor would call me back in ten minutes, and I asked for her name and number, and was told she would call ME, and was hung up on.  The number I am currently receiving services on is ###-###-####.  I was also trying to inquire as to what is a "local number". Local numbers have a flat rate for 30 minutes. I received an email through your company from GTL stating it had to be a [redacted] number.  1. The number to the jail is [redacted].    2. Several other people have gotten local numbers, the way I have, from [redacted], from a third party charging them, with different exchanges.  I have twice called customer service, no call is less than 30 minutes between hold time and them "putting me on hold", and no one, including the supervisor knows what I am talking about, I need to all cell phone provider.  It is their company telling me what numbers are allowed, yet they can't tell me the exchanges that they consider local, and their are a bunch other than the two I listed above.  One person I talked to has a 936-666, another 936-228, why can't I seem to get a straight answer?  It is bad enough we are stressed about our family member being in this situation, but to get raped by the phone company as we desperately try to communicate with our loved one is over the top.  Again, where is their accountability? I would appreciate some resolution to these issues, what is considered local numbers, and where can I get my account summary without spending 30 minutes every time I want one from customer service?
On Tue, Sep 30, 2014 at 8:04 PM, [redacted] <[redacted]> wrote:
I have just spent another 23:31 minutes on another phone call with Global Tel Link.  I have attempted to buy a local phone number as Ms. T[redacted] explained, and the [redacted] numbers are not available.  The number to the jail btw, is [redacted]  neither are available.  So I called GTL customer service and billing department to find another possible exchange to work in Conroe, Tx. There are many, but neither the rep. nor his supervisor could give me that information, because it is not available to them. The attached email from Ms. T[redacted] has an office number attached, I will call her tomorrow.  I find it frustrating, again, that I had to complain to Revdex.com, wait six weeks, or maybe it was less from the actual complaint that was filed, and it is a complaints specialist that is the only person to give me this information.  I thought perhaps I didn't ask the right questions, but as I was told, that information is not made available to the customer service department.  If what Ms. T[redacted] says is correct, than I should be able to find a number exchange that will fall within their rules.  Because while my area code is different, it is one from the area, and I am calling locally.  It is another way to evasively overcharge and not provide the information to be able to get the service at a reasonable cost.  I am expecting to hear from her tomorrow that the ONLY exchange is 756, and there are many in that city,  which will lead me back to square one to call every provider of service until I find one that has the ONLY [redacted] exchange.  I am sorry, again, but the frustration is overwhelming.  
[redacted]
On Tue, Sep 30, 2014 at 6:41 PM, [redacted] <[redacted]> wrote:
During the next subsequent call the automated system was told there was a balance of $0.70, that is still not the correct amount after the service fee the amount left is $2.45.  If you ask for the statement that shows the amount that was put on the account and amounts charged there is always a discrepancy to what the company's automated system tells me what balance is left.  Additionally, the connection for the first minute is $3.85, and twice in the last week the connection has been so bad that you can not hear. When I contacted the company they told me that because I used a cell phone I signed a release saying that any calls interrupted or dropped would not be reimbursed. I assumed this meant when the phone call was dropped by the service being disconnected from the jail or cell phone service problems, not when there connection was terrible. I was never told, even after calling the company no less than ten times and asking why were the phone calls so expensive, why were the charges not adding to the amount they were telling me,  and was there anything I could do to lower the cost, not once, I have my phone records of calls made, not once was I ever told that my area code and number were causing my bill to be so high.  After six weeks of service and calls, from week one, I have never been told this. SIX WEEKS, I am working overtime to pay bills and try and provide my family with the only connection to life and hope.  The fact that there is a lot of emotional turmoil by the situation we, the customer, finds ourselves, with no choice in service providers, makes the problems worse. I would appreciate answers to some of these questions, because when I have emailed customer service, I get a response that tells me to call, and I spend 20 minutes on automated systems and passing to different rep's to talk to one, who repeats the same thing over and over and does not answer the questions asked, just says, I'm really sorry maam, we don't give refunds, I am sorry maam but the time was this much and the amount was this much, but the amounts are not correct, basic math. I have to call and ask for a statement to be mailed to me if I want to look at it, they won't review any further than one call, it is a very frustrating cycle of no answers. I am not a cry baby, and twice these calls have left me in tears with no answers or resolution.
I WISH I didn't have to use them at all, but we are not given a choice. Please look at the statements, ask them to send them complete with service fees and amount put on account, they never seem complete.
Thanks, I appreciate your time.
[redacted]
Regards,
[redacted]

November 24, 2014Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she is requesting that GTL close her account and waive the $5.00 refund processing fee. The remaining balance on...

her account is $49.15.We investigated this complaint and contacted [redacted] via telephone on November 24" and informed her that we have issued a credit in the amount of $49.15 back to her credit card. [redacted] is aware that she needs to allow 3 to 5 business days for the credit to appear on her credit card statement.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.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. 
Regards, they gave no good reason for problem,but they did contact me and so far there have been no problems.
[redacted]