JFP Ink, Inc

ICS has reviewed Ms. [redacted] account. Ms. [redacted] has notcontacted ICS regarding a refund but has continued to fund her prepaid accountto receive calls from an inmate at the Waukesha County Jail. Ms. [redacted]r hascontinued to fund the account through April 12, 2015, the current...

availablebalance is $7.15. A request to refund the full balance and waive the refund feehas been sent. The refund will be completed by ICS by end of business 07/29/15,Ms. [redacted] financial institution may take 2-3 business days to post. Attachedare Ms. [redacted]r’s payment history, account notes history and her telephonetransaction history show when she used the funds.

The expired funds have been placed back on the Ms. [redacted] account. The balance is $20.30 and calls are available. Please be sure to request a refund within six of the funds no longer being needed, otherwise they will be considered abandoned.

Complaint: [redacted]
I am rejecting this response because:When I went to inmate call solutions website there were 3 options to choose from to order low cost calls from inmate. I chose 1 yr subscription $95.00. I proceeded to checkout and there was an admin fee plus other fees total $121.73. I was of the understanding that I would then receive calls from my son. I paid for the order with my Debit Card. Within an hour of making this order I sent an email to inmate call solutions cancelling this order. I also called my bank immediately and was told the transaction was pending. I asked them to stop payment and they said they couldn't. The bank gave me a telephone number associated with the transaction. I called and it was a voicemail. I left many messages asking for someone to call me,to no avail.  Next morning March 9 I received a call from [redacted]. I informed them I did not want to proceed. I was told to submit a cancellation notice via email to cancellation@[redacted] and my money would be refunded. I did this straight away and the email address came back Postmaster Delivery Failed . I again  sent another cancellation notice to info@inmatecallsolutions,  I have kept the emails I sent and can provide them if necessary. All I want is for this company inmate call solutions to refund my money. I have read the cancellation/refund policy and it states if no number/activation takes place and a cancellation notice is submitted then I would receive a refund. I have since found a resource information on ICS website and began to send emails to them asking for cancellation to be accepted and money returned. I received email from them saying they have paid a provider to issue a number and cannot give refund. I have asked for this provider information so I can contact them. To no avail. I was not told I was being sold off to another company. The website inmate call solutions does not state a third party is involved. I was led to believe my transaction was with ICS. I vehemently dispute the actions if ICS. I have now found out other people have been subjected to this appalling business via reviews, and lost money. I have taken the dispute up with my bank and filed a claim. If ICS decide to resolve this dispute amicablely I would be willing to accept refund of initial fee for 1 year subscription of $95.00. What kind of business acts without a customer care telephone number. and conducts disputes via email. I am 66yrs old living on meager social security payments and can ill afford to lose such a large amount of money. I was trying to save money via ICS to receive lower cost calls from my incarcerated son and ended up losing money. 
Regards,  [redacted] [redacted]

We apologize for any inconvenience. As Ms. [redacted] was previously advised, the rates are subject to change without notification, the rates are available at no charge by pressing option 2 when receiving a call from an inmate. Ms. [redacted] was previously issued a courtesy credit of $3.25 (as shown...

in the attached transaction history). The Customer Service Manager has approved a one-time credit of $20.00 to be issued to Ms. [redacted] account telephone number (443) 752-3022. It is recommended that Ms. [redacted] check the rates regularly as there will be no additional credits issued to her account(s) for rate changes. Ms. [redacted] has an account balance of $46.35 as of 06/15/2016 at 2:30pm cst.

Complaint: [redacted]
I am rejecting this response because:
They did not respond to what I wrote. Their website is very unclear as to what it covers with inmate funding. Due to this my son is with out a means to purchase common supplies. I want a refund to be able to give my child funds to buy what he needs.
Regards,
[redacted]

We apologize for the inconvenience Ms. [redacted] has experienced. The rate change was due to regulatory changes enforced by the FCC. Rates and fees are subject to change without notification. Ms. [redacted] does have the option to check her rates at no cost to her with each call that comes in from the...

inmate. Because the FCC regulates what any Inmate Telephone Service provider can charge, ICS cannot revert the rate back to the rate she was receiving prior to 03/16. https://www.fcc.gov/consumers/guides/inmate-telephone-service

Complaint: [redacted]
I am rejecting this response because:
This is a load of crap. Yes I have to fund the accounts seprately and I have not had any problems with howard county.  Its baltimore county which I had added money to then have not been able to accecpt a single call from becuase it never went to my account. I.have been down right stolen from and lied to. I have not accepted a single call from baltimore county seince well before the 7th of may. They said they would send me a call log to show it but they never did. This company is a shame an injust monopoly that thinks becuase they are the only people who provide this serivce they can do whatever they please. And becuase I have multiple accouns theytry to take my money and say I recived calls which I did not. Becuase yes I recived calls from howard county but not baltimore county becuase you just took my money and the fact I have been fighting this for over a month now is rediculous. Im going to a lawyer and I will be sueing for my lost money and my lost time and relastionship with my family. You have caused heartache tension and you will not hear the end of this till I get the justice I derlserve
Regards,
[redacted]

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. Katie was very helpful, knowledgable, and went out of her way to address the phone number misunderstanding. 
Regards,
[redacted]

We apologize for the inconvenience. The credit has been issued to the account and the account balance is $10.10.

Ms. [redacted] has funded three different facilities with Inmate Calling Solutions; Montgomery County Jail, MD; Baltimore County Jail, MD; and Howard County MD (Payment History is attached). Her call records and payment history show that she is currently receiving calls from both Howard County and...

Baltimore County. Her last two payments were made and posted to Howard County, calls have been received. Ms. [redacted] will need to fund each facility separately. Currently Balances: Baltimore: $0.05; Howard: $0.02. Ms. [redacted] may contact Inmate Calling Solutions to fund her account/s at [redacted] or online at www.icsolutions.com

We apologize for the confusion. Inmate Calling Solutions provides inmate telephone service on an as needed basis. Inmate Call Solutions sells telephone numbers to people receiving the calls. To get your refund from inmate Call Solutions, please contact them. If you find you're having trouble getting in contact with their support staff, we recommend contacting your financial institution to dispute that payment.

ICSolutions Corporate Office has been in contact with Ms. [redacted]. A reversal of the orginal payment made 03/29 has been processed back to Ms. [redacted]'s credit/debit card. Depending on Ms. [redacted] financial institution, it could take 2-3 business days to post to her account.

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, so long as I get it as promised, in 2-3 days.  
Regards,
[redacted]

Ms. [redacted] financial institution does not charge ICS, Merchant Services charges ICS the $25.00 for the disputed transaction. Ms. [redacted], just like ICS, has to wait for the results provided by Merchant Services. Ms. [redacted]' account note: We received fax from [redacted] and I called and spoke with her. Because the dispute has already been received from [redacted] the fax is no longer enough unless it included proof of reversal of the dispute with the financial institution. I advised of what a chargeback is and that had the customer called us when noticed the 2 charges we would have taken care of it directly. Customer made payment online, said she wasn''t sure that the first one went through so she did it again, our system did not just charge her twice. Customer stated that she would not reverse the dispute or resolve the CB, just report to Revdex.com. Ms. [redacted] refused to resolve the issue through her bank, she elected to wait out the Merchant Services processing time of a minimum of 30 business days from the date of filed paperwork. The process has since been completed, Merchant Services resolved the complaint in favor of ICS and returned the funds to ICS. Calls are available to Ms. [redacted]' phone, however, she is no longer authorized to use credit or debit cards to fund her account. She can use mailed money orders or [redacted].

We apologize for an inconvenience Ms. [redacted] has experienced, however, based on the information provided, she paid for an account with Inmate Call Solutions or the alike. Inmate Calling Solutions is not associated with Inmate Call Solutions in an form or fashion. We suggest Ms. [redacted] contact her...

financial institution for further fraud management.

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. However, I...

have requested a refund to be sent to me as I no longer need this, and I still have not received any response from them. I would like the refund credited back to my account. I have left voicemails and emailed them.
Regards,
[redacted]

Additional information available through the FCC website shows the following:
Bans flat-rate calling - Disallows providers from imposing so-called “flat-rate calling,” that is, a flat rate for a call up to 15 minutes regardless of actual call duration (link: https://apps.fcc.gov/edocs_public/attachmatch/[redacted])
A flat rate of $1.50 is no longer allowed per FCC regulations. The rate agreed upon and within FCC regulations for these calls is $0.21 per minute.

We apologize for any inconvenience. As Ms. [redacted] was previously advised, the rates are subject to change without notification, the rates are available at no charge by pressing option 2 when receiving a call from an inmate. Ms. [redacted] was previously issued a courtesy credit of $3.25 (as shown in...

the attached transaction history). The Customer Service Manager has approved a one-time credit of $20.00 to be issued to Ms. [redacted] account telephone number (443) 752-3022. It is recommended that Ms. [redacted] check the rates regularly as there will be no additional credits issued to her account(s) for rate changes. Ms. [redacted] has an account balance of $46.35 as of 06/15/2016 at 2:30pm cst.

Inmate Calling Solutions will happily provide the information to law enforcement upon receipt of request on letterhead via fax or email. The information needed to locate all fraudulent transactions would be the last 4 of the card used, dates of each transaction, and amounts of each transaction. We...

do not provide account information to anyone other than the account holder. If Ms. [redacted] provided the above information to corporate office customer service, we would have already located the payments and prevented any further transactions. Ms. [redacted] needs to file a police report and ask that they contact [redacted] of the corporate office at ###-###-####. All information will be give to law enforcement pending all needed information is provided.

As of today (06/16/15) he refund has been processed back to the credit/debit card used on the account, in the full amount paid. Depending on the financial institution, they may take 2-3 business days to post the funds back to Mr. [redacted] account.