Global Tel Link complaints

Ms. Johnson submitted a complaint to the Business Consumer Alliance expressing frustration over the lack of response from customer support. She reports that despite multiple attempts over the past three weeks; she has been unable to reach a live representative or receive replies to her emails. The email system appears to be automated, and no direct contact information is provided. Ms. Johnson explains that she added $75.00 to her account to communicate with an incarcerated friend. However, after changing her phone number, she has been unable to update it or verify her account, which has prevented her from using the service. She notes that users cannot update their phone numbers independently and feels her requests for assistance have been ignored. Resolution Sought: Ms. Johnson is requesting direct contact from customer support to update her new phone number, verify her account, and restore access so she can continue communicating with her loved one. We wanted to follow up regarding your request to update your telephone number. Unfortunately, our attempts to reach you by phone have been unsuccessful. An email has been sent to you with instructions on how to verify and update your new phone number. If you need further assistance, you can reach us directly at 866-348-6231 or by replying to the email sent from [email protected]. We appreciate your patience and look forward to resolving this matter for you. Please know that we are continuously working to improve both our products and customer support. Based on the information provided and the explanation outlined above, we consider this matter addressed. Should you have any additional questions or require further assistance, please feel free to contact me directly. Cordially, Jamila Williams ViaPath Technologies | Manager, Consumer Complaints [email protected] www.viapath.com

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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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