Global Tel Link complaints

According to the consumer, he has contacted customer service over a dozen times, and each time he is told to "wait a couple of hours and try again," but the issue remains unresolved. He reports feeling frustrated and unsupported, as the verification failure is preventing him from visiting or communicating with his loved one. Due to the lack of progress and assistance, he is filing a formal complaint against the company. Resolution Sought: The consumer wants to be able to visit and stay in contact with his incarcerated loved one. Company Response: Thank you for contacting us. We understand how important it is to complete the verification process so you can stay connected with your loved one, and we regret the difficulties you experienced while attempting to upload your ID for verification. The experience you described is not what we aim to deliver, and we appreciate you bringing it to our attention. After reviewing the failed verification attempts, we confirmed that NCDAC – NCCIW, the facility associated with your account, does not require an ID and selfie upload as part of their verification process. Based on this information, we were able to successfully validate your account on our end without requiring further action from you. Following this validation, we also confirmed that a deposit was successfully posted to the Inmate Prepaid account. In addition, your Friends & Family account ending in 1653 currently reflects an available balance of $25.00, which can be used for the services offered at this facility. We regret the inconvenience you experienced during this process and appreciate your patience while the matter was resolved. We appreciate the opportunity to address these concerns and will continue to ensure that our services operate in accordance with all regulatory standards and best practices. Based on the explanations provided above, we anticipate this will close the complaint. However, if additional questions arise, 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. 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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