3 Way Call Detected...
ALABAMA -- I've been using Global Tel Link for about a month to get calls on my cell phone from my fiance. The costs of each call is $2.50 per phone call and the phone calls are 15 minutes long. I only add money via Western Union which is a $10.95 sending fee. Talk about expensive.
Well, I hadn't had a problem out of the phone calls until about a week ago. Now, when I only have about 2 more calls left, the automated recording tells me I have a low balance and then I just count the last two. This was our 1 call after hearing the low balance recording. We heard something pick up, kind of like when you're on the house phone and someone picks up to listen to your phone call...but I was on a cell phone.
On my fiance's end, he heard a strange little buzzing sound. We've concluded that is when the jail picks up to listen in to your calls. Well, then all of a sudden I hear "3 way call detected" and there goes my $2.50 phone call. Boy was I mad. I called customer service immediately and explained that I don't even have 3 way calling on my cell phone. The customer service lady explained that (and this is important) GLOBAL TEL LINK DOES NOT GUARANTEE CALLS TO CELL PHONES. So, I asked to speak to her supervisor. While I was on hold (since every time I'm on hold it's for about 20 minutes no matter what it is), I pulled up their website and read the ENTIRE thing. And not one time did I read that there was no guarantee for cell phone. Oh, I was mad. But, I did not show I was mad, just disappointed. Instead of getting a supervisor, I got an answering machine. Very unprofessional, but whatever.
I left a message explaining that the woman I spoke with was very helpful but I would like to know why there is no guarantee for cell phones through their company but it was not in any recording, on the website, or even in any fine print. I left my number and requested them to call back (I said please). I didn't receive a call back, which upset me. But after I received my 2nd call and knew I didn't have minutes anymore, I went to do another Western Union (because like most of you who used Global Tel Link, it's the ONLY option if you want to speak with someone incarcerated) and added $20 to my account. Now, if my math is correct, and I aced math all my life, that's 8 phone calls.
Well, I never called customer service back and even though I felt so upset at the time, I refuse to complain about this service because I have now received 27 phone calls without making any more payments and it still hasn't told me that I have a low balance.
Now, as to whether they are going to contact me and tell me my balance is $-100 sometime down the road is another story. but, the great thing about that is...my phone is not in my name, it's prepaid; the account is for my prepaid phone...I'll just change my number and they can eat the bill. haha.
So, maybe you can try to call customer service and be very polite but very displeased with the service and let them know on the answering machine what's going on and ASK NICELY for a return phone call. And if they call you back instead of doing whatever it was they did to my account that has given me all these phone calls, then just tell them they'll return your money or you're calling corporate and going well above their head. Oh, and ask for the supervisor's name...that'll probably help him/her to make the decision of giving you your money back instead of trying to make you go away.
Hope this helps someone else like it did my fiance and me.
PS - sorry your family/friends are incarcerated. I know how hard it is, now.