Global Tel Link complaints

Ms. McCray c/o Business Consumer Alliance-BCA RE: Ms. McCray This letter serves as a response to the complaint listed above. Consumer Ms. McCray contacted the Business Consumer Alliance-BCA citing that ViaPath failed to disclose that there are applicable taxes added to all calls per minute. The rate for a 30-minute call from the Florida Department of corrections based on their website should be 4.05. Nowhere on their website or through live customer support do they disclose the additional taxes. In addition, I am being charged 6.00 per 30-minute call. When I spoke to customer service, they stated I'm only being charged 5.78 which is still an overcharge. They are refusing to credit my account or provide a refund. Resolution Sought: ViaPath needs to honor their rate plans as stated on their website as well update the terms of use to disclose that additional taxes will apply per call/minute. None of this information is disclosed to customers. Upon review of the complaint addressing the concerns outlined, regarding the complaint around additional fees: we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. FL law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate-published terms and conditions and the GTL website support the pass-through of such taxes and mandatory surcharges. Considering this information, a refund is not warranted. ViaPath follows the FCC ruling as the call rate is $0.135 per minute and a 30-minute phone call before the applicable taxes referenced above is $4.05 as stated. The applicable taxes and fees per 30-minute call are $1.73 and are reflected in the Call Records, making the total cost for a 30-minute call $5.78 as stated and as reflected in the Call Records attached. We regret that Ms. McCray has not had a great experience using our services; however, we remain willing to continue improving our services and address issues that may arise promptly and in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint. Cordially, Jamila Williams ViaPath Technologies | Manager, Consumer Complaints [email protected] www.viapath.com

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This letter serves as a response to the complaint listed above. Consumer Stephanie McCray contacted the Business Consumer Alliance-BCA to reject our initial response to the original complaint regarding taxes and fees associated with calls citing that I am not satisfied with the outcome of the complaint or the response from the company. They used the hidden tax fees to get over families with incarcerated loved ones. We get taken advantage of daily by companies like this. Where is the justice as it relates to state mandated guidelines and regulations? Upon review of the complaint addressing the concerns outlined, as stated in our initial response regarding the complaint around additional fees: we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. FL law requires tax on communications services to be collected from the pur

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May 3, 2024 Ms. Cutchin c/o Business Consumer Alliance- BCA RE: Ms. Cutchin Complaint This letter serves as a response to the complaint listed above. Consumer Ms. Cutchin contacted the Business Consumer Alliance- BCA citing that the service puts their name out like they are Global Tel Link to add money to inmate's accounts for calling. I purchased 25.00 for my son to call me from prison. He could not call. They took money out of my account to only refund me 31.00 for less than an hour of service that I did not receive. Upon review of the complaint, GTL/ViaPath confirmed that the telephone number ending in 8783 is an active prepaid Advance Pay account with Global Tel Link or via ConnectNetwork. Upon further review, we confirmed recent call attempts have been successfully accepted and received from FL DOC. The last deposit was confirmed for $25.00 on 4/22/24 and the current balance is $0.06 as of May 3, 2024. ViaPath, formally known as Global Tel *Link, does not offer calling plans as calls are billed on a per-minute basis, and we have no affiliation with any company that does. We do not honor or sell unlimited calling plans. GTL/ViaPath is the phone provider for FL DOC. Please be advised that there are companies with similar names to Global Tel *Link that advertise an unlimited calling plan for a fee, that provide a telephone number that will require that funds be added to the account accept calls, unless the inmate is paying for the prepaid call using available funds in their inmate phone account. These companies are on websites such as www.GlobalTel.net among others. Prepaid deposits can be added to the prepaid Advance Pay account by contacting our Customer Service Representatives at 877-650-4250 and we are available 24/7 to assist you. We encourage you to visit our website, https://web.connectnetwork.com/payment-options/ for available payment options to fund your account. GTL/ViaPath believes this complaint should be redirected to the correct company and anticipates closing this complaint, and if you have any additional questions, please contact me directly. Cordially, Jamila Williams ViaPath Technologies | Manager, Consumer Complaints [email protected] www.viapath.com

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