ALBUQUERQUE, NEW MEXICO -- I have had correctional billing. For a while I do receive the dates and time with my Qwest bill however, it is very important that you view these bills and always make sure you get confirmation numbers and names of the person you spoke to at correctional billing. I have caught duplicate charges on my phone bills costing me 5.75 a call for 10 min. I received some of the charges on my previous phone bill but was billed again on the next bill for the same calls. Also I have called and put money on my phone with my credit card and they said it didn't post but when I tell them I have the confirmation number they have to research it. It has been nothing but a hassle.
It is also very hard to get through to correctional billing and when you do, the customer services person does not speak English too well. And a couple of times I have been put on hold for hours at a time and/or hung up on. I would not recommend this services at all. If anyone knows of any other place I could go through please let me know.
This company really has no idea what they are doing and they need to check their systems out and get them fixed. I've been dealing with them trying to tell me I've had a check bounce when I know for a fact that isn't true plus I've been checking my account to see if it popped up and still a week later nothing. Now they're telling me my credit card is declined which is bullcrap too cause I know for a fact I have money on that too. I've spent the last 30 to 40 minutes on the phone with their supervisor and she still don't know what she's doing.
I DO NOT recommend this company to ANYONE!!! I heard there's another one that will allow your friends to call your cell and you can guarantee that I will find out that info because this company sucks and need to get their crap straight!!!
DALLAS, TEXAS -- I worked for CBS, that is till they shut down the Canada office. (They say they were losing money in Canada.) We started with them six years ago as their Main office. We had the training to resolve problems such as blocked line problems and had the best understanding how the system worked. That is, as much as they let us know. The rules changed sometimes weekly as to what we could do. It was very difficult keeping up with changes as they had us jumping through hoops, constantly.
Now that they fired us, maybe some of us will speak out. They turned it all over to Antigua, who tries hard but they do not have the yrs. of training as well they seem to have a language barrier. Now they have an office in TX & they know nothing. We constantly had to fix their mistakes. They are approximately 4 months old. After them comes Mexico! CBS insisted they wanted good customer service, then they turned the whole customer service over to 2/3 untrained people. The poor Lawyers & bail bonds co. whose business depends on their accounts being handled properly, no training for that dept. when we left.
I offer my personal apologies to all those customer who have had the nightmare of dealing with this co. I and many others took the problems seriously and tried to get things corrected through our supervisors. Their hands were tied most of the time also. In closing, I just want to say, good luck & good bye to all my customers who I went the extra mile for. My heart ached for all the families of the inmates & yes some of us did care.
I have a son in a correctional facility in New Albany, MS. I am currently in Kentucky. I have been on the phone back and forth for two and a half weeks. I still have not been able to receive a call from my son. I have removed every feature from my phone that they said could be preventing the calls from coming through.
I called my phone company every day and had their technicians call Correctional Billing Services after making sure that my line had NO blocks on it. I had their representatives speak to the supervisors and customer service representatives repeatedly and then as a last resort added another landline to my account. GUESS WHAT!!! STILL NO CALLS!!
MINNEAPOLIS, MINNESOTA -- I recently opened up an account with Correctional Billing Service to accept collect calls from my son. Their rates are 2.36 cents a call, so when he couldn't get me I put my sister name in Chicago. This is not a local service so we thought all rates applied. And plus during the account set up the CSR didn't state anything different. I looked up my account online today and they took 25.93 cent for a 20 in call.
This is crazy 'cause had we known that we would have never added that number. This is an outrage and they wouldn't even sympathize with me and at least knock half off. I think that was a total rip off to people who needs to stay in touch with their loved ones who are incarcerated.
STILLWATER, MINNESOTA -- I have nothing but problems with Correctional Billing. I have talked to the Department of Corrections in Wisconsin and they do not like Correctional Billing either and their contract is almost up. So please everyone file complaints with the DOC in Wisconsin. I always went through my local carrier and now Correctional Billing has stuck their nose in and have blocked my phone. They say that I have set up 2 prepay accounts with them and I did not. I want it through my local carrier like it always before. I cannot get calls from my son now.
Everyone needs to file complaints. I filed with the Better Business and I filed with the PUC public utilities commission in Wisconsin and also with the PUC public utilities commission in Minnesota because I live in Minnesota and was told to file with both since my son is in Wisconsin. We need to get these people out. I also had a stupid rep from Correctional Billing call me on the phone and call me and swear at me. I am so mad and won't stop until something is done with this. Please everyone file the complaints in WISCONSIN.
PASCAGOULA, MISSISSIPPI -- I am fed up with the outrageous charges that Correctional Billing Services charge inmates to make telephone calls. I believe that the amounts that they charges are too high and should be illegal. They are the ones that should be in jail. They charge almost $60.00 for three, ten minute phone calls. When you call to complain their attitude is that they don't care. I have had the same telephone number for over thirty years and they will not allow my son to call on this number even though I have near been late on paying my telephone bill.
YOU MUST PRE-PAY THROUGH THEIR SYSTEM, which sucks. I am also writing a complaint to the Public Service Commission as well as a complaint through my Congressman. They should be made to reduce the rates or face severe penalties.
MACUNGIE, PENNSYLVANIA -- Recently I have a sister who was picked up and is presently in a correctional institute. She kept trying to call me collect, and I know I have no block on my phone and was getting frustrated calling my phone company etc, trying to find out what's going on, I will accept her calls, but she couldn't get through.
Finally a few weeks go by and I receive a call from a company to call them "about someone calling from a correctional institute," so when they called of course I stayed on the phone and pressed whatever key the automated service told me to, and lo and behold I get a person, or I should say she portrayed herself at the time to be one, and she proceeded to tell me that I must "go through her company to receive any calls from my sister in Florida," and she told me to "give her my credit card etc," and charged another fee of $8.00, I guess for her pocket, for "handling fees" then when she told me the amount it would cost per phone call.
I asked why so much almost $30.00 a call, and my mother accepts a few calls from my sister at a third of the price I have to pay, she said "because you're in PA! And we don't have that contract yet!" I told her the wrong people are in jail, now after one week she had gotten deathly ill in jail, and tried to contact me yesterday, again today, and no calls will come through!
So what did this company do, I can't even get a phone number for either, I called national information, no listing, I finally tried the internet, and I found them, but no phone number to call them. They have job offerings, and all the bull, but no number to contact them.
First of all to all the so called human beings that work there, I wouldn't work for your company for any amount of money, because I have a heart!!! You should all be ashamed of yourselves for ripping families off that are already dealing with their loved ones that are away, guilty or not, and for trying to break the families that are trying to be there for them, instead you are making it financially impossible, and if this is America, where is our freedom to have control over our own home phone?!! You people do and are holding us all up for ransom, at your demand of payment to talk to out love ones, who are victims of the system!
What has happened to this country and people with no heart and no compassion, just the almighty dollar! You people from Correctional Billing/Evercom should be ashamed of yourselves and remember it could happen to you and yours, what goes around comes around, and you think you have all the power, well think again!! You're a disgrace to the American public, "claiming to be provide a service"! A service to yourself that's about it! And you're getting away with it, well I won't quit till I write and call who I have to, to put a stop to you thieves! And I will find out how to get hold of you, even though you don't have a number posted! Sincerely, one pissed off customer.
ALABAMA -- To avoid Being Disconnected to talk on the phone with someone confined in a correctional facility, you must use a touch-tone telephone.
If you do any of these things during the call, you could be disconnected, so... DON'T:
transfer the call
put the call on Hold
use or answer Call Waiting
use a cellular phone (static could cause disconnect)
use a cordless phone
press extra (additional) numbers on the touch-tone keypad
stop your conversation for any length of time (a period of silence may cause a disconnect)
try to make any kind of 3-way call
Why Are Calls Blocked? Calls made from a correctional facility are generally collect calls. You may not be able to accept collect calls for several reasons:
A collect call restriction placed by your local telephone company may prevent you from getting your calls from the correctional facility. You must call your local telephone company to have this type of restriction removed. Please note that once the restriction is removed, it may take up to 72 hours for a collect call to go through.
A new telephone number or changes made to your telephone service (such as a temporary disconnect, changes in your telephone features such as Call Waiting, area code change, etc.) could put a restriction on your line. Please allow 72 hours from the time your number was activated or the changes were made for your collect calls to begin coming through.
If you have received calls in the past from a facility handled by Correctional Billing Services but no longer can, you might have exceeded your payment verification point. Call us at 1-800-844-6591 for additional information.
If you have a new telephone number, it is possible that the previous owner of the number requested a restriction on the line. Call us with the date when you received the number from your local telephone company, and Correctional Billing Services can remove the restriction
How to Block Your Line If you would like to prevent collect calls from a correctional facility (handled by Correctional Billing Services) from reaching you, please call us at 1-800-844-6591 and a representative will work with you to place a restriction on your line.
There is no charge for a restriction. We make every effort to stop the collect calls; however, we cannot guarantee this service for correctional facilities that we do not serve. If collect calls still come into your home from a correctional facility more than 48 hours after a restriction has been placed on your line, please call us at 1-800-844-6591 or send e-mail to support@CorrectionalBillingServices.com to see what more can be done to prevent the calls from reaching you.
About My Bill When an inmate calls your number and you answer, you should hear a brief message that identifies the call as being collect. Information about the name of the correctional facility or the name of the inmate may also be provided. You will then hear instructions to press a button on your touch–tone phone or say "yes" to accept the call. If you do not accept the call or if you just hang up, the call will not be billed to your number.
Calls will appear on your bill only if someone accepts the call. If you don't recognize the calls on your bill, please check with other members of your household or business (or anyone else who may have access to your telephone) to determine who may have accepted the call.
Rates-Due to security considerations, the corrections industry typically requires that all calls made by inmates in a correctional facility be collect calls. The intent is to ensure that all calls are positively accepted by the called party. This ensures that harassing or unwanted calls are not placed to witnesses, lawyers, judges, or others. This also allows friends and family members to manage telephone bills because they can choose to not accept calls with their associated charges. Collect calls are considered "operator-assisted calls." The cost of providing operator assisted calling is substantially higher than the cost of providing normal or long distance calls because special equipment and services are required (equipment and maintenance, billing validation, collections, customer service, etc.).
Additionally, there is a surcharge applied to this type of service which is in addition to the applicable per-minute rate of the call.
Individual calls from a correctional facility will usually have a time limit which varies depending on the facility. While another call may be made to the same number, the surcharge will apply to each call.
The contract to provide collect call phone service to a correctional facility is usually granted based on competitive bids solicited by local, state, or federal authorities. Bidders must meet strict requirements which ensure that they can provide the necessary level of security while providing competitive phone service.
Evercom's rates are competitive and comply with all applicable state and federal regulations.
To request rates use this form
Account Charges You can check your charges with Correctional Billing Services 24 hours a day, 7 days a week using our automated service at 1-800-844-6591. If you make payment before your charges reach or exceed your payment verification point, it will prevent a restriction from being placed on your line.
If a restriction is placed on your line because you have reached or exceeded your payment verification point, you will need to pay your bill in full before we can remove the restriction.
Local Telephone Payments
If your local telephone company has blocked (restricted) your line from receiving collect calls, you must pay your local telephone bill to remove that block. You should also notify Correctional Billing Services to ensure that we do not restrict your line from receiving collect calls. To report a payment or discuss a restriction, call us at 1-800-844-6591. You can report a payment by faxing a copy of your payment receipt to us at 1-800-578-2627.
Correctional Billing Services (CBS) offers a pre-paid plan that can prevent your line from being restricted as long as there are available funds in your account. Here's how it works. You sign up and send an initial payment of a least $50.00.
Our automated system can notify you when you need to make additional payments to prevent your line from being restricted. Payments must be a minimum of $50.00. If you choose the prepaid plan, you will not receive any further charges on your local telephone bill.
Payments on pre-paid accounts can be made through Western Union® online.
Or, you can pay in person at a Western Union Agent location near you
CALIFORNIA, ALABAMA -- Recently I had charges on my regular phone bill to which I am paying. I get a bill from Global Tel Link on another portion of my phone bill. I call them and they suggest I pre-pay for the calls and put a minimum of 50.00 on my credit card. So I was given the number to Correctional Billing. After a lot of questions I agree and then when I get ready to make the transaction, they say that will be 58.00. Never once did they disclose that until the end of the call I would be paying an 8.00 service fee.
I told her to make it for the 38.00 that I owed on the bill and that I would deal with my carrier and she states that I have to call back in 2 hours because she could not bring up that screen. I used my whole lunch hour doing this and said I would call after work, each time at least a 30 to 40 minute wait.
I started to use the service and then got my regular bill which was crazy, during this time I had many dropped calls and the calls the shorter they are the higher the cost. So I called the phone number to Correctional Billing. I asked them to adjust all the calls that were five minutes or less, because in addition to the calls dropping to my landline, they also have a woman speaking on an automated message that interrupts every 15 minutes and the message lasts for about 12 seconds.
During these interruptions is where I get the dropped calls, because the phone for the inmates monitors the calls in order to prevent three way calling, which if you have call waiting or any services it will end your call forcing the inmate to call back, again another ridiculous charge.
I have had so many that I started to keep track of them at the company's suggestion. So just yesterday I get my bill and I am astonished to see that not only did they bill me through 1-12-07 through 1-31-07 but they never took the charges off. In fact they re-listed the calls and I went through each one and compared, the only calls that were equal or legitimate were the first few down the row, all the rest had the same dates of the calls received, but different times, different amount of minutes and now higher charges. They did not adjust the calls but rebilled them to my regular carrier.
I asked a supervisor named ** and she told me that they took of the connection fee on all the dropped calls, so I asked how much that was and she told me that it was $2.45, so I took one of the calls supposed to be adjusted which was 2.75 and told her that if the calls were adjusted the connection fee that would leave a .30 balance on that call. She got quiet and transferred me to a supervisor named **.
I explained that I did not owe this money and that the charges were all wrong, the calls adjusted were not done so but rebilled to my carrier, I was told the calls were going to be taken off, until that day I had never heard of the connection fee and now they have a block on my phone preventing me from sending my loved one money so that he can buy minutes in there to call me without having to deal with this company.
I explained that all I wanted to do was pay the 12.55 supposed balance and have the block removed. I was told all they were authorized was to take was a 58.00 payment. I responded by telling them that why in the world would I want to make a 58.00 payment when I was already getting raped. I explained that I should not have an overage because when they put the block on my phone I had 13.65 on the account, they were supposed to do a credit for calls dropped on 02-02-07 and they also showed up on my bill.
I have noticed that there are one minute calls that I am billed during hours that I am clearly at work, and am not here to accept the charges. In addition I am a universal life line user and Pursuant to Resolution T-16901, all telecommunications carriers are required to apply CPUC mandated Public Program surcharge rates excluding (1) Universal Lifeline Telephone Service, which I can prove that I have.
I understand that the terms of payment shall be according to the rules, regulations, and laws of the State of California. This precisely why I am making my objection to billed charges and reporting them in writing to Global Tel Link within sixty (60) days after receipt of my bill.
I requested all the rules and regulations on their company sent to my address, she said it would take 7-10 business days. I asked for all charges made to my credit card, and any and all information associated with my account. I then asked for the head of the corporation so that I could file a complaint, she said it was **. I told here that I needed to know who would accept service on the companies behalf, that is when she gave me the fax and PO Box to the company in Alabama. I told her that I am not stupid, you cannot serve a complaint on a PO Box. She hung up on me at that point.
I called back and again I got the first representative and she told me that I had to use their service. If I wanted to pay the 12.55 I could do so through money order and it would take 7-10 days to clear, but that no block would be lifted from my phone even after I paid the 12.55. She said I had no choice but to go through them because they serviced Riverside County. I told her I do not have to do anything, she said "well the good luck getting calls from your loved one" and again hung up on me.
I checked on the address for billing disputes and the rep. gave me the wrong address to send my dispute to, maybe in hopes of me passing the 60 day limit, she gave me PO Box 1010 Selma, PA 36702, when in all actuality it is the above referenced addresses. I am only to conclude that the representative willfully gave me a address that would lead me in the wrong direction. Since under your Rule 2.0 Number 10 it gives another address for handling disputes.
I planned to send the 12.55, and not use their service, the inconvenience of being able to take a payment for 58.00, but not to pay off your balance was unreal, and the fact that they used the same billing dates and calls to rebill for the same dates but at higher charges and all at different times. Out of a supposed 60 calls only 32 were actually valid calls. The thing that burns me up is this company is making money off of other people's misfortune and doing it dishonestly. I am looking to file suit against this corporation, and if my loved one dies because of his heart problem without being able to call home, the issue will change.
I am sure that he will be exonerated because he did not do what he is accused of, but I will not allow this company to make money off of this man's or my misfortune. I owe for certain calls which I can verify through my phone bill. I want a response from someone in your office regarding these bogus charges, I dispute anything 10 minutes and under, these calls are dropped so that the person has to call back resulting in another charge. Service may be cancelled by the Customer by providing verbal or written Notice to the Company, which I elect to do now, for violations associated with the tariffs and the violations and fraudulent use of this service.
Under your Rule 2.0 Number 14, states that "Credit allowance for interruptions of service which are not due to Carrier's testing or adjusting, to the negligence of the Customer, or to the failure of channels, equipment or communications system provided by Customer, are subject to the general liability provisions set forth in Rule No. 18, herein. It shall be the obligation of the Customer to notify the Carrier of any interruptions in service.
Before giving such notice, Customer shall ascertain that the trouble is not being caused by any action or omission of Customer, not within his control, or is not in wiring or equipment connected to the terminal of Carrier." I have made several calls, checked the lines, called my carrier and there is no reason for the dropped calls, the calls are to a land line, and I have made all inquiries in a timely fashion to your company advising them of the problem. However you fail to post Rule Number 18 on your website.
I would also like clarification as to pre-paid use, there is very little associated with it on your website. Which I find disturbing, since most consumers use the pre-paid method and are not told of the connection surcharges associated with its use. In all actuality, the user pays 50.00 minimum fee, but other associated fees which are not disclosed to the consumer are then taken out leaving a very small balance for actual phone use. In addition the representative states that there is a minimum of 50.00 for the use of service, but according to your website the minimum payment to begin service is 25.00 this is also not disclosed to the customer.
The unsuspecting consumer then thinks that this is a more cost efficient way to receive calls from their loved ones when it really is not. I can give you an example, I had 20.00 left on my card and planned to replenish once a week, however before I could do that a block was placed on the phone. I checked my balance and I had a call from the facility, it was a dropped call so immediately after getting this call I checked my balance and the dropped call left me with a balance of 7.00 dollars, it took 13.00 off my pre-paid account which never put back.
Global Tel Link is supposed to provide you with a rate of the accepted call, and your website states that most billing rates are provided during the introduction of the attempted collect call. If the rate is not offered, contact the Billing and Customer Service Department, however the consumer does not know this until after the outrageous calls come in and customer service does not provide this information voluntarily when the consumer begins using their service. I am willing to pay the money I owe, but I want my account seriously looked into, I am sure that with all the people out there it will not be hard to file a class action lawsuit. I am very serious about this matter.