Global Tel* Link Corporation

The customer advised GTL via e-mail on May 6th that they have received the refund check.

July 7, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting that the $14.00 missing payment she made be either applied to her husband’s account or credited back to...

her credit card.We investigated this complaint and contacted [redacted] via e-mail and informed her that the $14.00 payment was applied to account number ###-###-#### on June 26th.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

July 1, 2014
Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he no longer needed his account with DSI and when he went online to close his account it showed that he had a balance...

due on his account in the amount of $0.76. He mailed in the $0.76 payment however the check has never been cashed.We investigated this complaint and determent that check #[redacted] in the amount of $0.76 was received and applied to **. [redacted]’s account on June 11th 2014. The account is now closed. We attempted to contact the customer with this resolution; however he was unavailable. We left a voice message advising of this resolution.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

December 16, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she made a payment to an inmate's commissary account and GTL's system said the payment was declined; however it...

was still deducted from her credit card.We investigated this complaint and contacted [redacted] via telephone and explained to her that it appears when she was making a payment she was having trouble entering her credit card information in a timely manner. This caused the system to time out and caused the payment to be pending through her bank for 7 days. The bank has put the transaction amount back on [redacted]'s credit card. The CSR that resolved this complaint provided [redacted] with her direct phone 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 call.
Sincerely yours,Kathi T[redacted] Agency Complaints

March 18, 2015Dear [redacted]This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because on March 15th 2015 she contacted GTL and requested that her account be closed and a refund of the remaining balance on...

the account. [redacted] was told that there would be a $5.00 refund processing fee and that it would take 90 days to process her refund.We investigated this complaint and determined that the actual account balance was $15.58. We have waived the $5.00 refund processing fee and have issued a credit in the amount of $15.58 back to her credit card. [redacted] was advised of this resolution via voice message and e-mail.
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

May 6, 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 is not abiding by their agreement and is charging her the $8.75 credit card processing fee when deposits are...

made to accept calls from an inmate in the [redacted] Correctional Facility. [redacted] is requesting a refund in the amount of $17.50We investigated this complaint and contacted [redacted] via telephone on May and explained to her that prior to making her last payment that last call she received was from a [redacted] County correctional facility; therefore [redacted] was charged the $8.75 credit card processing fee. In addition we explained to [redacted] that she could avoid paying the fee if she were to pay on her account by check or money order. There are no fees attached to these payment options. [redacted] informed us that the inmate calling from the [redacted] County facility will no longer be calling her, therefore the issue should be resolved.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

April 28, 2014
Dear **. [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she has been having trouble trying to set up an account with GTL so she talk to her husband who is an inmate in a...

correctional facility that GTL is the service provider for.We investigated this complaint and contacted **. [redacted] via phone on April 25th 2014 and explained to her that according to the account notes on file there was a problem receiving the required fax to establish her account. The account had originally been set up on 614 254 2554; the $25.00 payment was transferred to account [redacted] as this was the intended account number that the account was supposed to be set up on. **. [redacted] informed us that that she has been able to receive calls from her husband. The CSR that investigated this complaint provided **. [redacted] with her direct phone number should she have any additional problems in the future.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours,

January 9, 2015Dear [redacted]This letter is in response to the rejection response we receive from [redacted].[redacted] has filed 2 complaints the Revdex.com against. Each complaint GTL issued credit for 3 dropped calls to a cell phone for a total of 6 calls credited.
Each time we spoke to [redacted] we explained GTL's cell phone policy which is “GTL does not Guarantee service to cell phones”. Even though this is GTL's policy, we still issued credit for 6 disconnected calls.
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

June 2, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.Corporate Headquarters 12021 Sunset Hills Road Suite 100 Reston, VA 20190.Operations Center 107 St. Francis Street 32nd Floor Mobile, AL 36602The customer contacted the Better...

Business Bureau because she was charged a $4.75 set up fee as well as an additional fee of $6.95 every time she adds money to her account. She has had an account for over 4 years and has never been charged a fee to add money to her account.We investigated this complaint and contacted [redacted] via e-mail and explained to her that the system did in fact deduct the $6.95 which is the normal process for all states except California. The system automatically corrected the mistake and the $6.95 fee was credited to her account. When she contacted our customer service department the money had already been credited to her account. A copy of [redacted]s transaction history was attached to the e-mail that was sent to her on May 22nd.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

July 1, 2015
The 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

June 3, 2014Dear [redacted]
This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because in January 2014 she closed her GTL account and requested that the remaining balance be refunded. She has yet to receive...

her refund.We investigated this complaint and contacted [redacted]s on June 2via phone and advised her that the refund was processed on April 30th 2014. [redacted]s confirmed that the refund was in fact processed back to her grandsons credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.

[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]

The customer contacted the Revdex.com because she was told that if she would like to accept cell phone calls from an inmate in a correctional facility that she would have to set up anAdvance pay account.We investigated this complaint and contacted Ms. [redacted] via telephone and...

explained to her that cell phone companies do not bill for collect call nor does GTL, therefore it is necessary to set up anAdvancePay account to accept calls.Ms. [redacted] informed us that the inmate has been released and will no longer have the need for our services.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.

January 27, 2015Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she is requesting a $100.00 refund for 2 $50.00 fraudulently charges on her credit card.
We investigated...

this complaint and contacted [redacted] to obtain her credit card information which allowed us to process the refund request. The $100.00 has been issued as a credit back to the credit card that [redacted] provided. [redacted] is aware that it could take up to 5 to 7business 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,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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I just spoke to some one just yesturday about this situation and the money was not credited back to the card they are suppose to b sending me it in a check and I would like to keep this complaint open untill I recieve my whole payment in a check that suppose to be mail to my home 
Regards,
[redacted]

[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.    Thank you for your assistance in this matter.
Regards,
[redacted]

July 28, 2015The Consumer contacted the Revdex.com because she made a payment to her son's inmate account, unfortunately she selected the incorrect facility and the system would not let her correct hermistake.
We investigated this complaint and attempted to contact Ms....

[redacted] via telephone; unfortunately she was unavailable so we left her a voicemail message stating that we have issued a credit in the amount of $45 back to her credit card. Ms. [redacted] is aware that it could take 5 to 7 business days for the credit to appear on her statement.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

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

This letter serves as a formal response to the rejection response for the complaint listed above.
The Consumer rejected our resolution because she states that approximately 18 messages were deleted from the inmates tablet.
When the inmate sends a message from his device when he is hooked up to the kiosk he needs to make sure he hits the “Confirm to send” button; if he does not the message will automatically be deleted. I am attaching a screenshot of the number of messages received from Ms. [redacted] and the inmate.
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:
They confirmed on February 13th they received my fax letter, providing information they required to send a refund check.
Accounting sends email now stating they received letter February 23rd and to allow 30 days.                                  (Fax was sent Feb 5th. They already confirmed Feb 13th they received fax. Now stating Accounting received it Feb 23rd.  Stated to wait 30 days??)
March 10th I send request to update mail to address.
Information forwarded to Accounting March 12th.
March 25th they confirm my address update and advised check will be received by Apr 6th.
April 8th sent email stating no check received.
April 14th rep forwards to accounting.
April 15th requested for accounting contact info, or more information.
April 24th per accounting: Refund processed 4/20/2015...ALLOW 30 DAYS                                                    (Another 30 days? It's already been 60 days!)
I file complaint with Revdex.com.
April 28th I get an email from Accounting department.
May 1st: STILL NO REFUND CHECK.
I've attached documents of email conversation.  If I can forward the actual email conversation, please let me know who I can forward that too. Below is a break down of all that has happened providing exact dates.
I contacted them Feb 2nd as prompted online while attempting to close out the account.  I was told the credit would be applied to the credit card used at the time and to allow 30-60 days.  I informed them the bank account used to make the payment was closed and I asked how then, would the refund be applied.  I was told I needed to fax in a letter requesting the refund be mailed as a check, along with specific information I needed to provide.  I sent the fax February 5th.(Attachement Fax: Fax letter sent)
I received a fax confirming the fax had been sent to the fax number provided, so I left it at that.
I contacted customer service via phone a couple days later, only to find they could not confirm the fax had been received, but if I got a fax confirmation...then they "should" have received it and was told to wait the 30-60 day to receive the check.
At this point, I felt there would be a problem and that I needed to use another form of communication in case the problem needed to be addressed.  I then contacted them using their online customer support on Feb 11. On Feb 13th the response was that the request was received and to allow 60 days. I replied Feb 24th asking for an update as far as the refund being mailed.  On Feb 26th I received an email response with what looked like the response he (Joe from OC Support Global Tel) received from their accounting department. They received letter on 2/23/2015 and to allow 30 business days to receive the check. (Attachment 1-3)
On March 10th I contacted Joe via email letting him know the address needed to be changed from my work address, to my home address.  I asked him if it could be updated, knowing their would be a chance it would be too late.  And I was ok with that.  I could make arrangements to have it picked up or forwarded to me.  On March 12th he responded informing he had forwarded the info to their accounting department. I asked if they would contact me with confirmation of update. March 13th Joe stated he would write me back when he received a response. (Attachment 4-5)
I never received a response.  
On March 23rd I sent email stating we were nearing the 60 day mark, and if he could tell me where my check was being mailed. On March 25th, Joe confirmed the address where my check was going and asked that I allowed until April 6th to receive the check. (Attachment 6)
I waited until April 8th and contacted Joe stating I had not received the check.  
He didn't respond until April 14th stating he had forwarded the issue on to accounting. (Attachment 7)
At this point I felt I had been more than patient and polite with the whole process. Also with receiving responses to my email inquiries.  I responded to his last email on April 15th, stating I would need more information other than "I forwarded information to accounting department"  and vented a bit on how patient I had been, informing him the 60 day was already due and was now 13+ days over their policy and that I would be contacting Revdex.com to report them.  I received a response 9 days later (Apr 24th) with another response he received from accounting stating the refund was processed 4/20/2015 and to allow 30 days to receive the check. (Attachment 8)
At this point I submitted a complaint with Revdex.com.  This was my first time ever submitting a complaint and I wondered if it would even matter.  But I left it as is and realized it had made a difference because I was now receiving an email from someone IN the accounting department on Apr 28th, APOLOGIZING for the delay, giving the same excuse. "...they were having problems with [redacted] accepting the refund they processed Feb 17th."  
I responded to Janice B[redacted] (Billing Support Specialist for Global Tel) asking her WHY they attempted to credit BACK to my [redacted] Bank Account (Debit card used) when on FEB 13th it was confirmed from them, they had received my request sent on FEB 5th to have refund sent as a CHECK being my account was CLOSED.
In her response she completely ignored my inquiries and continued to apologize for their system not processing my refund to my card. ??!????!?!!!! (Attachment 9)
At this point, I gave up. I already felt like I wasn't being taken seriously and being given nothing but excuses. Since the beginning I've felt like they treated me this way because the money was for a prison inmate anyway. Who cares?  Have you called their customer service line??  Yes.  The money was for a jail inmate, who happens to be my baby brother who was in jail for alcohol related charges in Utah.  I live in Chicago, and as an older sister I took the responsibility of putting money on his phone account so he could contact his wife and kids and from Dec-Feb, I paid Global Tel their fees to make those deposits as well as them applying charges towards the deposit I made for using their service.  The only reason this refund took place is because the jail house ended their contract/service with Global Tel and signed on with another telephone company. My brother has been home since and has learned his lesson.  But none of that should matter, right??  I've done everything I was asked to do, based off THEIR policy and procedures and until I submitted a complaint with Revdex.com..I've been given NOTHING but run a rounds, horrible customer service and them breaking their own policies.  They have a system that accepts our payment with a CLICK of a button, but has a policy of 30-60 days to give that money back? Fine. But STICK to your policies, especially if and when your customers follow them.  
From February 10-April 28 there have been communications to and from the accounting department providing everything they needed, including the address change.  All have been confirmed and done well within the 30 days, let alone the 30-60 days they require.  
It is now MAY 1, 2015 and still no refund check.
Regards,
[redacted]