Global Tel* Link Corporation

I have an acct with them and lately it' s been giving me only 15 minutes phone call only and charging for the entired 45 minutes service for every phone calls. I need them to refund me and also fox that problem that I cannot talk more than 15 to 16 minutes

[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:
No calls were ever received from GTL.  I do have voicemail and caller ID and was actually never contacted by them.  I communicated this through email and it was admitted that they were, in fact, calling the wrong person.  This did not alleviate my dissatisfaction with them. I have read the email dated 8/12 and do agree that the calls have been connecting better lately.  Therefore, I suppose this may consider the complaint closed for the reasons originally stated, but I believe that I am not the only customer who is having this problem.  I can only hope that the others will file their own complaints. 
Regards,
[redacted]

This letter serves...

as a formal response to the complaint listed above.
The Consumer contacted the Revdex.com because she is requesting to close her GTL AdvancePay account and is requesting a refund of entire balance left on the account.
We investigated this complaint and contacted Ms. [redacted] via e-mail and informed her that we have issued a Credit back to her credit card of the full balance on her account in the amount of $3.06. Ms. [redacted] was not charged the $5.00 refund processing fee. Ms. [redacted] is aware that it could take 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

[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.  Hi my name is [redacted] and I have filed a complaint. I want to let u know that it has been taken care of and I wanna thank you

The customer contacted the Revdex.com because she paid $45.00 to set up an account with GTL and she realized that after she set up the account it should have been set up with [redacted]. She contacted GTL to transfer the money to the correct account. When she contacted [redacted]...

they said that they did not see the $45.00 payment on her account.We investigated this complaint and contacted Ms. [redacted] via telephone and advised her that the money has been transferred to her [redacted] account on 01/23/15. The CSR that resolved this complaint gave Ms. [redacted] her direct telephone number should she have any additional problems in the future.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.
Sincerely yours,Kathi
Agency Complaints

October 20, 2014
Dear [redacted]This letter is in response to the rejection letter we received from the Revdex.com dated 10/14/14.[redacted] rejected our response because he says that his calls continue to disconnect prematurely. As we stated in our previous letter, GTL does not guarantee service on accounts set up on cell phones. We have already issued a credit for 3 disconnected calls. In addition we listened to the recordings of the calls once we received [redacted]'s rejection. It appears that there is a lot of yelling and screaming going on and either one or both parties are hanging up on each another. [redacted] does have the option to set up an AdvanceRay account on his landline if he chooses to do so. Unfortunately we are unable to set the account up as a LEC billed account since GTL does not have a contract agreement in place with his LEC provider which is [redacted] Cable.[redacted] stated that the credit card processing fee he was charged each time he added money to his account was excessive. [redacted] can avoid this fee if he were to make payments to his account using a check or money order. There are no fees attached to these types of payment options. We advised [redacted] of these payment options in our original resolution.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

August 21, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she submitted a complaint back in 2011 stating that she never received the $23.00 refund check of the remaining balance on...

her account. She would like to open a new account have the $23.00 applied to the new account.We investigated this complaint and contacted [redacted] via e-mail and informed her that we have established an AdvancePay account on [redacted] and applied the $23.76 from the old account as she has requested.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

Attached is the resolution letter to this complaint.
This letter serves as a formal response to the complaint listed above. corporate Headquarters [redacted] The customer contacted...

the Revdex.com because some of the calls that she receives from an inmate in the [redacted] Jail in ** have been disconnecting prematurely. [redacted] is requesting a refund for these calls. We investigated this complaint and contacted [redacted] via telephone on June 1" and informed her that we listened to her calls and determined that some of her calls did in fact disconnect prematurely. [redacted] informed us that the inmate has been transferred to a different facility that GTL is not the service provider for. We have issued a credit for the disconnected calls in the amount of $15.15 back to [redacted]'s credit card. [redacted] is aware that it could take 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 contact me directly.Sincerely yours,Kathi T[redacted]
Agency Complaints

September 23, 2015The Consumer contacted the Revdex.com because she received a call from GTL stating that an inmate in the [redacted] Correctional Facility was trying to contact her and if she would like to talk to him she would have to set up an AdvancePay account. [redacted]...

set up the AdvancePay account and the inmate never called her. [redacted] is requesting that her account be closed and a refund of the entire balance on the account.We investigated this complaint and contacted [redacted] via e-mail and informed her that we have waived the $5.00 refund processing fee and have issued a Credit for the remaining balance on her account in the amount of $25.21 back to her credit card. The credit should appear back 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 contact me directly.Sincerely Yours, Kathi TAgency Complaints

April 15, 2015Dear [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 GTL telephone account and is requesting that the account be closed and the remaining...

balance refunded.We investigated this complaint and contacted [redacted] via e-mail today and advised him that his refund has been processed in the amount of $9.02. In addition we advised [redacted] to allow 3 to 5 business days for the credit to appear on his 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,
[redacted]

September 14, 2016
The Consumer Contacted the Revdex.com because she received an automated message from GTL saying that there were not enough funds in her account to accept a call from an inmate in the Wayne County Correctional facility (MI). Ms. [redacted] added $20 so she could accept the call. She contacted GTL and was informed that GTL is no longer the telephone service provider for the Wayne County facility. Ms. [redacted] is requesting that her $20 payment be refunded.
We investigated this complaint and contacted Ms. [redacted] via telephone and e-mail and explained to her that a refund was processed in the form of a Credit on September 13th back to her credit card that she used to make the payment. Ms. [redacted] is aware that it could take 7 to 10 business days for the credit to appear in her 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

February 3, 2014
Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because she set up 2 different account paying $25.00 on one account and $30.00 on the other only to...

find out that Value Added Communications is no longer the service provider for the facility that the inmate is in. [redacted] was told that it would take 4 to 6 weeks to get her money refunded.
We investigated this complaint and contacted [redacted] on 02/03/2014 and advised her that a refund check in the amount of $55.00 has been expedited to a 2 day delivery.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours,

February 12, 2014
Dear **. [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because he set up an account to receive calls from an inmate in a correctional facility that GTL is...

the service provider for and is upset that the $6.25 credit card processing fee was not disclosed when he set up the account.
We investigated this complaint and we see that **. [redacted] made his payment online. When a payment is made online there is a brochure that is available to view or print. This brochure address **. [redacted]’s question regarding the credit card processing fee. It clearly states that credit card payments are subject to fees. It does not state the exact amount as the fee that is charged varies from state to state. **. [redacted] can avoid these fees by paying by check or money order. There are no fees attached to these 2 types of payment options.
In addition the brochure provides a toll free number to talk to a live operator.
We have tried several times to reach **. [redacted] by e-mail and phone, as of today he has not retuned our calls or responded to our e-mails.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours,

August 5, 2015
This letter serves as a formal response to the complaint listed above.
The Consumer contacted the Revdex.com because she established an AdvancePay account so she could receive calls from her fiancé who is incarcerated in the [redacted] County jail. The...

cost of the calls are higher then what she was quoted.We investigated this complaint and contacted [redacted] via e-mail and explained to her that the price she was quoted did not include the $0.04 tax and the $0.10 validation surcharge. The cost of each call is $1.34. In addition we advised [redacted] that she could avoid paying the $8.95 credit card convenience fee by paying with a check or money order. There are no fees attached to these 2 payments 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 TAgency Complaints

This letter serves as a formal response to the complaint listed...

above.
The Consumer contacted the Revdex.com with regards to her credit card payment being declined, the calls she receives from an inmate in the [redacted] Correctional facility disconnect prematurely and the rates she is charged to receive calls from the inmate.
We investigated this complaint and contacted the Customer via telephone and explained to her that the rate of $0.23 per minute is the correct rate. She is only billed for the actually time she is on the phone with the inmate. Since the customer did not provide the dates and times of the dropped calls we were unable to investigate this portion of her complaint to see if a refund was due to the customer. With regards to her declined payment we explained that it is her financial institution that determines the amount of time it takes for the funds to be released back into her account not GTL. GTL advises customers to allow 3 to 10 business days for the funds to be released.
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

December 16, 2014Dear [redacted]
This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because 12/04/14 GTL told him that in order to transfer money from one account to a new account he would have to provide...

them with a copy of the bill for the new number. He had not received a bill yet because it was a new number. In addition he states that GTL withdrew money from his credit card without his authorization.We investigated this complaint and contacted [redacted] via telephone and advised him that the balance from his old account was transferred to the new account on 12/07/14. With regards to the money deducted from his credit card, at some point [redacted] signed up for GTL's auto reload program. This program will automatically deduct money from the credit card on file if the GTL account balance is less than the cost of a call. [redacted] can opt out of this program at any time. [redacted] informed us that if someone had explained to him what the auto reload program does, he never would have filed his 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

Global Tel" Link Corporation Corporate Headquarters [redacted]   Reston, VA 20190 
Operations Center  [redacted]  Mobile, AL 36602 
www.gtl.net
December 30, 2015
Revdex.com...

Of The Metropolitan Washington DC and Eastern Pennsylvania 1411 K Street NW, 10th Floor Washington, DC 20005-3404
RE: Jamee [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 Some of the calls she receives from an inmate in The Spartanburg County Detention Facility have been disconnecting prematurely. Ms. [redacted] is requesting a refund for these calls.
We investigated this complaint and contacted Ms. [redacted] via telephone and explained to her that we listened to the recordings of her calls and determined that the calls dropped due to our system detected a 3-way call was being attempted when in fact there was no 3-way call attempt. We have issued a credit in the amount of $2.48 to Ms. [redacted]'s account for the 2 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 T[redacted]
Agency ComplaintsOffice ###-###-####
[redacted] | www.gtl.net

April 18,...

2016
The Consumer contacted the Revdex.com because she made a payment in the amount of $25 and she had an additional charge on her credit card statement in the amount of $16.90.
We contacted Ms. [redacted] via telephone and informed her that some credit card companies are charging an additional fee when adding money to an inmates trust account. GTL did not charge her $16.90 her credit card company did. Ms. [redacted] needs to contact her credit card Company to dispute the charges.
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 19, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because GTL accepted a payment on her account that was not made by her. GTL withdrew the payment and by doing so it caused [redacted]'s account to...

have a negitive balance.We investigated this complaint and contacted [redacted] via telephone on June 16th and explained to her that our records show that someone attempted to make a payment in the amount of $76.95 on May 14". During this attempt GTL's system encounterd an error" Controller Timeout". The transaction was never collected from the customers bank account; however the card holder complained to her bank and the bank intern sent a chargeback to [redacted]'s account in the amount of $76.95. When GTL receives a chargeback we automatically subtract the amount of the chargeback from the account.We have placed the funds back on the account and [redacted]'s current balance is $11.54GTL 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