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IC Solutions complaints

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2200 Danbury Street
San Antonio, TX 78217 | Get Directions

(888) 506-8407

http://www.icsolutions.com

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Total Amount in Dispute:
$703.00

Total Amount Settled:
$0.00

Complaint Experience

67%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

3 complaints against IC Solutions closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

3 complaints against IC Solutions

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12/24/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $55.95 Amount Settled: $0.00

Customer Complaint

11/18/2024

ICSolutions is a company that rides off the backs of consumers whose family and lived ones are incarcerated. Not only do they steal money from family members, they charge extremely high rates $5 for a 20 minute phone call, but their service is atrocious. Poor connections, calls cut out, static interference. But they also take money from your card, claim that it was deposited, and the inmate never received the funds. When you call to complain they will transfer your call 3 times, then disconnect the call, forcing you to call back and repeat the process. This is a horrible business, which is affiliated with sister companies that provide food to inmates, and commissary. All under a different name, but one and the same. These companies not only steal from the public, but price gouge and operate without concern for FCC regulations. Resolution Sought Provide a statement of record where my money was deposited. Remove payment blocking. Be transparent. Stop exploiting the public monetarily and price gouging innocent people with substandard services.

Company Response

12/11/2024

The above captioned complaint is basically a rant with numerous allegations and virtually no supporting information. There was, however, a recent account funding event that was misdirected to the communicating inmate's Debit account, instead of the consumer's Prepaid account, due to a service agent error. This caused some confusion but was eventually straightened out last week. Since it took longer than usual, a courtesy credit was applied and, after our service agent spoke with the consumer, everything seemed satisfactory. With respect to the allegations of high rates, consumers often misunderstand the numerous taxes and regulatory surcharges applicable to telecommunications as being part of our rates and then accuse us of "stealing" or "price gouging". Our rates for the subject services are just $0.14 per minute, well within all regulatory requirements, and any amount over that is taxes and other government-mandated surcharges. Our company is closely regulated by the Federal Communications Commission (FCC) and, for the subject services, by the Texas Public Utilities Commission (TPUC). We are also bound by tariffs on file with both agencies and would be subject to heavy fines and/or license revocation if there was any real substance to the subject allegations. Both regulatory agencies have public support websites and we would respectfully request that your organization direct all future consumer inquires to those agencies: FCC: https://www.fcc.gov/consumers TPUC: https://www.puc.texas.gov/consumer/ We sincerely apologize for our agent's administrative error and trust that this matter can now be closed. Sincerely, Ken Dawson, Consumer Affairs

2/20/2024

RESPONSE: Complaint was not answered Amount in Dispute: $40.00 Amount Settled: $0.00

Customer Complaint

1/25/2024

I have 2 phone accounts with this business, and I put money on 2 account on the 2nd and I only got credit for 1 account, I never got my 40.00 dollars credit for phone account 5037918854, they say I put money on only account 5037910734 , I paid both accounts online, on two different accounts. But they still deny my minute's. Resolution Sought I just want my proper credit for phone minutes.

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