Global Tel* Link Corporation

September 24, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she states that the calls she receives from an inmate in the [redacted] Detention Center disconnect...

prematurely due to 3-way call detect.We investigated this complaint and contacted [redacted] via telephone on September 23rd and explained to her that the GTL telephone system is quite sensitive and any clicks or noises detected during a conversation with the inmate could cause the call to disconnect prematurely due to 3-way call detect which is not allowed. We have issued a credit to [redacted]'s account for 2 calls that were less than 2 minutes in length. In addition we apologized to [redacted] for not having been advised about GTL's cell phone policy which is we do not guarantee service to cell phones.
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. 
Regards,
[redacted]

October 17, 2014Dear [redacted]This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because GTL is no longer the telephone service provider for the [redacted] Department of Corrections. [redacted] called GTL to...

request a refund of the remaining balance on her AdvancePay account, she was told that she would be charged a $4.95 refund processing fee.We investigated this complaint and contacted [redacted] via telephone on October 10th and informed her that the entire balance on her account in the amount of $13.83 has been credited back to credit card ending XXXX0[redacted] and she needs to allow 5 to 7 business days for the credit to appear on her credit card.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.yours,Kathi T
Agency Complaints

August 11, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because on Aug 4th 2014 she received a call from her husband who is in the [redacted] Correctional facility and about 5...

minutes into the call GTL's recording came on and said that they only had 1 minute left. The calls are supposed to last 15 minutes.We contacted [redacted] and informed her that we had listened to the recording of the call and she was correct. The 1 minute warning came on and the call was disconnected before the allotted 15 minutes. In addition we advised her that we noticed the same thing happened on a call she received on Aug. 3rd 2014. We have issued a credit for the 2 calls in the amount of $790 to [redacted] [redacted]'s account.GTL anticipates that this will close this complaint and should you have any additional questionsplease feel free to call.Sincerely yours,
Kathi T[redacted] Agency Complaints

This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he was not satisfied Knowledge of GTL's CSR's. He said he was provided false information.We investigated this complaint and determined that Mr. [redacted] contacted...

our call center on January 10" 2015 and would not disclose any information such as account number and password to the CSR who was trying to assist him. Mr. [redacted] stated to the CSR that the previous CSR that he spoke with hadn't provided the correct information about GTL's policies and procedures. We attempted to explain to Mr. [redacted] about GTL's service fees, cell phone policy and how to set up a Friends and Family account. In addition Mr. [redacted] was advised that he could go to GTL's www.Connectnetwork.com Website to the FAQ section to get his questions answered. Mr. [redacted] then asked the CSR to call the inmate to tell the inmate who is trying to call him. Mr. [redacted] was advised at that time that GTL CSR's are not allowed to contact an inmate. Mr. [redacted] became very irritated at that time and began using profanity at which time the CSR disconnected the call.Mr. [redacted] was contacted again on January 14" and 15" and continued to use profanity and talk over CSR when she would try to answer his questions. The CSR then responded that she does not appreciate being talked to that way and told Mr. [redacted] to have a nice day and disconnected the call. We have issued a onetime credit for the service fee that Mr. [redacted] was charged when he made a payment on his account.Unfortunately Mr. [redacted] is not happy with this resolution; however there is nothing more for GTL to do at this time.Sincerely yours,Kathi T[redacted]
Agency Complaints

December 23, 2014Dear [redacted]This letter is in response to the second rejection from the consumer.I will address individually the 2 reasons that she rejected our response.Reason 1 - On October 27th I could not make a payment, NOT due to the system being down. It took three representatives, one of which Leandra who was a supervisor, to tell me why I could not make a payment. They claimed that I could no longer make payments using my credit card because I had put more than $500 on my account in less than 30 days. Again it had absolutely nothing to do with either system being down. I DID NOT make a payment on their website for $200 on October 27th. I do not have an email confirmation, and more importantly, there is no option to make payments above $100 using their system. This is the first payment I made by going to [redacted]. In total I was forced to pay in this manner three times. This is a major inconvenience since I am blind and a paraplegic.GTL's response - from 7/15 thru 7/17 [redacted] used co ending [redacted] then 7/17 she used credit card ending [redacted]. On 7/22 to 8/17 she used credit card ending 0755 and from 8/17 to 9/05 she again used credit card ending [redacted] and as long as she was using those cards her account was ok. Then on 11/15 when she used a totally different credit card ending [redacted] that's when her problem with 1 payment attempt declined. However to avoid Fraud in our system normally it only take 2 credits card, but in her case it allowed her to use 3 and when she attempted the 4" credit card it rejected it.
Reason 2 - On November 24th I was told by the representative that I would be issued a credit for $49,15. I rejected that Revdex.com response as well because they did not credit me the full $49.15 and only did $49.12. The initial reason I filed the previous Revdex.com complaint was because GTL once again claimed that their system was down for SIX DAYS and I could not get my refund. When the customer service representative asked if there was anything else, there was nothing else pertaining to that particular complaint/issue. I felt as if the two matters should be kept separate.
It is true that the person I was speaking with (they are not inmates since they are not convicted) was released on November 17th. I was skeptical of raising any issues because of, first repercussions, and secondly I wasn't sure what the outcome would be. If I could have avoided using GTL's "services" altogether, I would have. They have poor customer service, astronomically high rates, an extremely flawed phone system, and continual failure to know their own reasons of why someone cannot put money on their account. These are just a few of the reasons I am unhappy with their "service". Whether or not the person has been released is irrelevant. I dealt with unsatisfactory, disappointing, and rude service with them for 127 days.
GTL's response - it was a human error that the Accounting department keyed in $49.12 instead of $49.15, but the 0.03 was placed back on your credit card as soon as we received your 2nd complaint on 12/01. 
As far as the representatives that you have spoken with we have given the complaint to their Managers and it will be address.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 16, 2015This letter is in response to the rejection response we received from [redacted]
The customer contacted the Revdex.com because some of the calls she receives from an inmate on account #'s [redacted] and [redacted] do not connect.
[redacted] contacted the CSR that was investigating this complaint via telephone on June 16th and she explained to us that she is only requesting a refund on account # [redacted]. The refund has been processed in the amount of $68.25. [redacted] is aware that she needs to allow 3 to 5 business days for the credit to appear on her credit card statement.
The CSR that investigated this complaint provided [redacted] with her direct telephone number so if she continues to have problems with the other account number she can contact Ms. A[redacted] right away and she can listen to the recording of the call to see if additional credit should be issued.
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

September 24, 2014Dear [redacted],This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she states that the calls she receives from an inmate in a correctional facility that GTL is the service provider for...

are supposed to be 20 minutes in length and the calls disconnect after only 15 minutes. [redacted] would like to have her account credited for the minutes she did not receiveWe have e-mailed [redacted] copies of her call records for her review. [redacted]'s calls vary from 14 minutes to 20 minutes in length. There is no indication that the calls are disconnecting prematurely. All of the calls [redacted] receives are billed at a flat rate of $2.25 plus $0.17 tax for a total of $2.42 per call regardless of how many minutes the calls are. I am attaching a copy of the call records with this response.There is no credit due 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. 
Regards,
[redacted]

We have manually gone into our system and have increased the customers LEC limit. The customer was advised of this on Friday 10/10/14. Attached is the e-mail response from the customer.

September 24, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because the payment she made to an inmate's debit account never posted to the inmates account.
We investigated...

this complaint and contacted [redacted] via e-mail on September 23rd and explained to her that there was a technical problem that caused her payment not to post to the inmates account. Since [redacted] no longer has her prepaid credit card we have issued a refund check in the amount of $12.67.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely,
Kathi T
Agency Complaints

February 25, 2015Dear [redacted]This letter is in response to the rejection response we received from [redacted].[redacted]'s original complaint was that he authorized [redacted] (account # [redacted]) to use [redacted]'s credit card to make 2 payments in the amount of $518.50 each from his credit card to add to [redacted]'s trust account while he was incarcerated. [redacted] states that GTL charged 4 payments in the amount of $518.50 and an additional 5th payment in the amount of $106.00. [redacted] was an inmate at the time the request took place.
[redacted] states that GTL owes him for the 3 payments that he did not authorize.We investigated this complaint and asked [redacted] to provide us a copy of his bank statement to show that 5 withdrawals from GTL had been deducted from his account. A charge back from [redacted]'s bank was processed for 2 of the $518.50 payment for a total of $1,037.00.
Our records show that [redacted] used [redacted]'s credit card and authorized 3 additional transactions. The money was applied to the following accounts:[redacted]– 1 payment on 5/25/14(3)4:47 am in the amount of $518.50 and a 2nd payment on 5/26/14 A 3:52 am for $518.50[redacted] – 1 payment on 5/25/14 @ 1:04pm in the amount of $518.50 and a 2nd payment on 5/26/14(3) 3:45 am for $188.50. These 2 payments were charged back to [redacted]'s credit card[redacted] – 1 payment on 5/28/14 @ 7:23 pm for $106.00As you can see [redacted] authorized 5 transactions on [redacted]'s credit card. Based on the breakdown of the credit card transactions [redacted] owes GTL $1,037.00 for the chargeback that needs to be paid in full via Money order. If/when we receive this payment from [redacted] will be more than happy to remove the block from [redacted]'s telephone number.We would normally contact the consumer with this resolution; however per GTL's in-house Council we have been advised to only communicate via a letter through your agency.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, 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 a refund for calls that she receives from an inmate in [redacted] Regional Jail that disconnect prematurely....

In addition [redacted] does not agree with GTLs cell phone policy.We investigated this complaint and advised [redacted] via a letter sent by US mail on May 22° the following resolution:We apologized that you disagree with Global Tel Links business practices, service and Cell phone policy CELL ACCOUNTS ARE CREATED (G) CUSTOMERS OWN RISK. Currently, [redacted] this policy remains in place. Upper management granted you 3.24 credit for one call on March 22, 2014. We have emailed you copies of your Call Detail per inmate calls from [redacted]REGIONAL JAIL and advised that you are not charged for unanswered calls. Your funds are placed on hold for forty five minutes to one hour then released back to your account balance per inmate dialing back to back. [redacted] you have been advised on numerous dates October , 7th, 25th, December . 10, 21st, March and April 17" of GTLs Cell phone policy and again it does not appear in writing and thats why CSRs are very articulate making sure customers understand the policy prior to establishing Cell accounts.
We have issued you an adjustment of 3.24. Again we apologize for any inconvenience this issue may have caused you and the inmate. Per monitoring and reviewing of your calls it appears inmate was arrested again after his release. There were a lot of disagreements during conversations between you and the inmate when the premature disconnects was mutual.
GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.
Sincerely yours,

July 7, 2014
Dear [redacted]This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because he requested a refund over 30 days ago and the refund still has not posted to his credit card.We investigated...

this complaint and contacted [redacted] via e-mail and informed him that our records show that the refund had not been processed. During the timeframe of [redacted]’s original refund request GTL was in the process of changing our refund procedures and our accounting department never received the original request. The refund has been processed and we have waived the $5.00 refund processing fee as a courtesy to [redacted] responded to our email and informed us that the refund has been applied to his credit card.GTL anticipates that this will close this complaint and should you have any additional questions please feel free to call.Sincerely yours

May 11, 2015[redacted]This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because he no longer needed GTL's services so he called into customer service to request the remaining balance on his account refunded....

He has never received his refund.We investigated this complaint and contacted [redacted] via telephone on May 4th and advised him that a credit in the amount of $132.37 has been prosessed back to credit card ending [redacted] is aware that it could take up to 5 to 7 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 contact me directly.
Sincerely yours,
Kathi T
Agency Complaints

November 17, 2016
13.3333px; font-family: Arial; vertical-align: baseline; white-space: pre-wrap;">The Consumer Contacted the Revdex.com because he has not been able to receive calls from an inmate in the William Huron Valley Correctional facility after changing his telephone number about a week ago. Mr. [redacted] states that GTL needs to update his account with the new telephone number.
After reviewing Mr. [redacted]'s account number ###-###-#### we determined that Mr. [redacted] requested GTL to transfer the funds on this account in the amount of $52.70 to account number ###-###-####. The transfer was processed on November 8th 2016. Once the transfer was completed account number [redacted] was left with a $0.00 balance. Mr. [redacted] accepted a 15 minute call from the inmate on November 14th 2016 on the new 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

May 12, 2015[redacted]This letter serves as a formal response to the complaint listed above.
The customer contacted the Revdex.com because he is requesting a refund for the calls that disconnected prematurley that he received from his wife who is incarcerated in the...

[redacted] County Correctional facility in AL.We investigated this complaint and contacted [redacted] via telephone on May 11th and informed him that we listened to the recording of his calls and determined that he did in fact have calls that disconnected prematurley between April 26th through April 30th. We have issued a credit in the amount of $21.09 back to [redacted] credit card. [redacted] is aware that it could take 5 to 7 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 contact me directly.
Sincerely yours,
Kathi T.
Agency Complaints

May 1, 2015This letter serves as a formal response to the complaint listed above.The customer contacted the Revdex.com because she no longer needed DSL-ITI, LLC services so she called into customer service to request the remaining balance on her account refunded. She has...

never received her refund.We investigated this complaint and contacted [redacted] via telephone to confirm her address and advised her that a refund check in the amount of $32.06 has been processed and we will be expiditing the refund check to the address she provided in our telephone conversation.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 7, 2014
Dear [redacted]This letter is in response to the rejection response we received from **. [redacted].The automated calling feature is a new feature that was meant to be a helpful reminder that a customer’s account balance is getting low. **. [redacted] stated in her original complaint that she was told by one of GTL’s customer service representatives that GTL did not offer this type of service. Unfortunately the CSR that spoke to **. [redacted] provided her with incorrect information. As I stated earlier that this feature is fairly new; however there is no excuse for our CSR’s not to be aware of this new feature. A copy of this complaint has been sent to the customer support center manager.We have been in contact with **. [redacted] and informed her that she has the option of receiving the low balance notifications via e-mail rather than getting the automated voice message. In order to make this change she will either need to log onto her OffenderConnect account or contact our Customer Service department at ###-###-####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 customer contacted the Revdex.com because she logged onto GTL's website to make a $20 payment to an inmate's debit account and she received an e-mail conformation that 2 $20 payments were made to his...

account. She is requesting that 1 of the $20 payments be credited back to her credit card.We investigated this complaint and contacted Ms. [redacted] via telephone and advised her that we have removed one of the $20 payments from the inmates account and issued a $20 credit back to her credit 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[redacted] Agency Complaints