Global Tel* Link Corporation

As if having a loved one incarcerated isn't stressful enough, the only way I can fund either telephone or commissary accounts is through this greedy company. They charge to fund an account and I just read that they will charge to refund any leftover amount upon release; and only between 30 to 60 days after, they certainly don't take that long to charge the deposit to your card! I've tried accessing the 'calculate a call charge' to no avail and when I try to access the transaction log the site times out and kicks me back to the sign in page. They have a monopoly on contacting inmates so they don't need to have customer service, it's play by their self-serving rules or don't play at all. The next question in this submission is would you recommend this business... it's the only way to get funds to an inmate so although I don't recommend it, you have to use it anyway.

December 29, 2014Dear [redacted]:
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she requested a $25.00 refund from GTL and she still has not received the refund.
We investigated this...

complaint and contacted [redacted] via e-mail and explained to her that GTL's accounting department processes over 700 refund requests a day and due to holidays and vacations they are behind. [redacted]'s $25.00 refund was expedited and has been processed.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely Yours,Kathi T
Agency Complaints

An error occurred when we processed the original refund. [redacted]'s account was only credited $49.12. The credit should have been for $49.15. We have credited the additional 3 cents to [redacted]"s account. [redacted] should allow 3 to 5 business days for the 3 cents credit to appear on her bank statement. GTL considers this complaint resolved in the consumer's favor.
 
Sincerely,
Kathi T[redacted]
Agency Complaints
 
 
Office ###-###-####
[redacted]@gtl.net  | www.gtl.net

October 27, 2014Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she says that her credit card was fraudulently used to set up a GTL telephone account to be able to talk to an...

inmate in a correctional facility that GTL is the service provider for. [redacted] is requesting a refund in the amount of $125.00We investigated this complaint and determined that on 04/11/2014 [redacted] contacted GTL and she was advised to call her bank and report the fraud charges and have her bank send a chargeback to GTL. We have no record of receiving a chargeback for these charges. In addition our records reflect that the account number in question is set up in [redacted]'s name and she had called GTL requesting that we remove the block from the account. It is GTL's policy to block an account number once credit card fraud has been reported.
We contacted [redacted] on October 21st via telephone to inform her of our resolution to her complaint.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,
Kathi T
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:
GTL has failed to provide pertinent information and has not addressed my concerns as requested.
Regards,
[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: would love to hear these tapes of yelling and screaming during my conversations and then hanging up because they do not exist therefore this company is now lying to try and resolve this complaint
Regards,
[redacted]

February 3, 2014
Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because on 01/21/14 she paid $25.00 to set up an Advance Pay account so she could talk to her son who...

is an inmate in the [redacted] Juvenile Detention Center. The account was never activated so she is requesting a refund of her $25.00 payment.
We investigated this complaint and contacted [redacted] via e-mail. We informed her that a credit in the amount of $25.00 has been issued back to credit card ending XXXX[redacted] and to please 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 feel free to call.
Sincerely yours,

This letter serves as a formal response to the complaint listed above.The Consumer contacted the Revdex.com because he has been having problems with calls connecting from an inmate in the CCA Crossroads Correctional facility.We investigated this complaint and contacted Mr....

[redacted] via e-mail and explained to him that our tech support department issued a trouble ticket to determine why the calls were not connecting on the 1* call attempt. We received an e-mail from Mr. [redacted] on 2/5/2016 stating that for the last several days he has been able to receive calls from the inmate on the 1° call attempt and it appears that the 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

June 8, 2015
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because when she made a payment to her account she was charged 2 service fees on the same day and this caused her bank to charge her a $36.00 overdraft...

fee.We contacted [redacted] via e-mail and asked her to provide us with her telephone number, billing address and a copy of the bank statement showing the $36.00 overdraft fee as she neglected to provide them in the complaint. [redacted] did send us her account number and billing address; however she faild to provide us with her bank statement showing the $36.00 overdraft fee. Without this document were are unable to determine if GTL was actually at fault for the overdraft charge. We were able to determine that [redacted] processed 2 credit card payment to her account on May 18th. 1 of the payments was processed successfully and 1 of the payment was declined.
[redacted] has requested that GTL not contact her anymore regarding 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
Agency Complaints

February 3, 2014
Dear **. [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because when her Significant other who is incarcerated in a correctional facility that GTL is the...

service provider for calls her or his family the calls disconnect prematurely. In addition he used to be able to call collect; however now she has to set up an Advance Pay account.
We contacted **. [redacted] via e-mail and she indicated to us that it is not her that is having problems receiving calls from the inmate, it is the inmates’ relatives and she was filing this complaint on their behalf. We explained to **. [redacted] that account information can only be disclosed to the actual account holder. We requested that **. [redacted] provide us with the phone numbers of the friends and family members that are having problems so we could call them directly. If/When we receive the requested account numbers, we can investigate their issues.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours,

*scam alert*
Whatever you do do not auto enroll with this prepaid service. I made this mistake under the promise that $15 would be taken out when my balance reached $5. Not only did a lot of my minutes seem to disappear, it takes out $25 when my balance was around $12. Then somehow after $25 is added to my balance of $12 it's all of a sudden only $32 something. To top it all off when I called to cancel it prompts to press 4 to cancel auto enroll but when you press 4, the recording just starts over! I cannot find another number to call these people. Unfortunately my bank is already closed today. I will have no choice but to try and resolve this issue through my bank tomorrow. This company is a total scam!

This letter is in response to the rejection response we received from **. [redacted]. [redacted] Would like to see GTL change our cell phone policy. In **. [redacted]s response to our letter dated 03/26/14 he stated that we did not investigate his complaint. He stated that once we determined that the call was made to a cell phone we automatically denied his request for a refund. Please refer back to our letter and you will clearly see that we did in fact listen to the calls in question and we determined that the system possibly detected sounds of digits being pressed. As a onetime courtesy we issued a credit to **. [redacted]’s account for one of the disconnected calls.GTL’s telephone equipment at the correctional facility is not like the standard home or office equipment. For security purposes the equipment is much more sensitive and calls will possibly disconnect if it detects people talking in the background, a television on, an earring hitting the phone just to name a few. **. [redacted] was made aware of our cell phone policy when he established his account. In addition we explained to **. [redacted] that it is the inmate’s responsibility to report any equipment issues to the facility. The facility will then contact GTL so the appropriate steps can be taken to repair the problem. We have not received any requests from this facility indicating that there are equipment issues at this site.We suggest for future calls, **. [redacted] is in a quite area and is not moving around to prevent his calls from disconnecting prematurely. Please have the inmate contact the facility phone coordinator if you still feel that this issue is equipment related.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

September 30, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on August 21st she made a $106.95 payment to an inmate's Debit account via our Connectnetwork.com website and...

the payment never posted to his account.We investigated this complaint and contacted [redacted] via telephone on September 29th and explained to her that the payment was located and posted to the inmate's Debit account on September 25th
GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.
Sincerely Yours,
Kathi TAgency Complaints

We investigated this complaint and attempted to contact Ms. [redacted] via telephone; unfortunately she was unavailable so we left her a voice message stating that her refund has been processed in the amount of $35.34 in the form of a check and that she needs to allow 30 business days for the check...

to be deliveredby 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 Complaints

July 11, 2014
Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she states that GTL withholds money from her account when her husband calls more than once within a 30 minute...

timeframe. **. [redacted] is requesting a refund in the amount of $13.53.We investigated this complaint and determined that the inmate was making back to back calls; when this happens the GTL system places the available funds on hold for 45 minutes to 1 hour and then releases the funds back into the account once the inmate stops making back to back call attempts. This happens because the call attempts are processing faster than the system can determine if the call was completed. The inmate needs to wait at least 5 minutes before making another call attempt. With regards to the $13.53 refund request; our records reflect that the $13.53 was put back on the account after the inmate stopped making back to back calls.We made several attempts to contact **. [redacted] by phone however she has yet to return our calls. We have sent this resolution as well as her call records and transaction history to **. [redacted] via US mail.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com on behalf of [redacted] who is incarcerated in the [redacted] Penitentiary for a $60.00 refund to his PIN Debit account for dropped and...

lost calls.We investigated this complaint and contacted [redacted] and she provided us with 7 telephone numbers that the lost and dropped calls occurred. [redacted] did not know if the 7 telephone numbers were cell phones or landlines. We were able to determine that 6 of the telephone numbers that she provided were actually cell phone numbers. GTL's cell phone policy is “Cell phone accounts are created at the customers own risk. GTL does not guarantee service to cell phones”. We further explained to [redacted] that she is not the authorized user on any of the 7 telephone numbers that she provided, therefore she will need to have the actual account holders contact GTL to further investigate this complaint
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 8, 2014
Dear [redacted]The customer contacted the Revdex.com because she set up an account to talk with an inmate in a correctional facility that GTL is the service provider for however, the inmate was released and she never used the account. When she called in...

to request a refund she was told that there would be a $5.00 refund processing fee. [redacted] is requesting that the processing fee be waived.We investigated this complaint and contacted [redacted] via telephone on September 8th and informed her that we have issued a credit for the full $25.00 back to her credit card. The credit should appear on her credit card in 3 to 5 business days.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours,Kathi T
Agency Complaints

This letter serves as a formal response to the complaint listed above. The Consumer contacted the Revdex.com because she requested a refund of the remaining balance on her account and has not received it yet. We investigated this complaint and contacted Ms. [redacted] via e-mail...

and informed her that our records show that she called in to request a refund on August 16" 2016. Ms. [redacted] was informed at that time that she needed to allow 30 days for the refund to be processed. Ms. [redacted] said that would be fine. 30 days from August 16" would be September 16" The refund was processed in the amount of $20 on August 30" in the form of a credit back to Ms. [redacted]'s Credit card. Ms. [redacted] needs to allow 7 to 10 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

December 16, 2014This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on October 27th 2014 she was unable to make a payment on her account via the GTL website or the IVR because the system was down. [redacted]...

[redacted] was forced to go to [redacted] to make a payment. [redacted] feels she should be compensated financially for this inconvenience.GTL sincerely apologizes for the inconvenience of the short time that our system was unavailable to make a payment caused [redacted]; however our records show that [redacted] did in fact make a payment in the amount of $200 via our website on Oct 27th (35:22 PM.We had contacted [redacted] on November 24th to discuss the resolution of her other Revdex.com complaint that she filed prior to this one (Revdex.com #[redacted]) which we advised her that we would close her account as she requested and that we would waive the $5.00 refund processing fee and issue a credit in the amount of $49.15 back to her credit card. The CSR that spoke to [redacted] asked if there was anything else that she needed GTL to do and she replied "no". It is unclear why [redacted] did not mention the problem that occurred on October 27th when she talked to the GTL representative on November 24th and had the opportunity to discuss the problem at that time. Instead [redacted] chose to file a complaint with the Revdex.com on December 3rd 2014.Based on [redacted]'s call records it is possible that the inmate has been released since there haven't been any call attempts since mid-November and she closed her account. It appears that [redacted] will no longer need GTL's services.There will be no financial compensation given to [redacted] 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,
Kathi T.
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.  There are still some occasions where the call does not go through the first time, but it is a lot better than it was at the beginning of their service. thank you
Regards,
[redacted]