Poor Service And Customer Care
FORT COVINGTON, NEW YORK -- I have been a customer through MCI and then Global tel link for almost ten years. I have always paid my bill and therefore, I have always been granted the additional calls. Well, although MCI was very costly, I always received my calls. Global Tel link has only sent me one bill in nearly a year. I have had many blocks on my line and I have never been given a straight answer for when my bill is due. I was told "you will have calls taken for late payments, for early payments" (yes! I paid early and an over payment therefore, I was not granted additional calls!) How can people use this company when it takes no less than an hour to speak to a person who never can give you a straight answer and the supervisors do not speak to you. I have requested a copy of their policy, but have never seen one they keep telling me that they know the policy therefore, I have no reason to know it! I have been taken from over twenty calls a month to four because I paid a day early in Dec. and my husband called the day my bill was due. I owed $3.32 and they took all my calls except four them. I was never notified that this was happening!
I called when the block was put on my line and was told that I was irresponsible! I paid when I was told to do so through calling the company for a date my bill was due because I never got a bill. I paid the bill and was told I would have to pay two months on time to increase my plan by three calls per month. I did so for January and Feb. I called on March 1 and was told that I show a credit on my bill and they are not a bank therefore, I can not increase my calls I must pay only the amount due on the date it is due. I must wait and pay two more months on time and not over to increase! I asked for the supervisor only to get another customer service rep. who then tells me that they don't count January because my error occurred in Dec as a positive payment therefore, I have to wait until the end of April to be considered. I then asked why I have gotten two answers and she told me not to worry they know the policy and I am not going to get any more calls for at least two months! I am a mother of four and work full time my husband is 6 hours away our calls are what keep us connected because I can't get there often.
How can they justify keeping a family apart like this? I know I am not the only one this has happened to and I know I am not the only one who has spent three hours on the phone begging for our rights to communicate with loved ones. Why can't we find a company that will treat inmate families like any other customers and not like we are deserving of poor treatment and disrespect? In Nov. customers received a letter stating that they were going to $100 worth of calls a month. Once you reach the $100 limit you must pay or your line would be blocked. I asked why my line was blocked in Dec with this new plan they simply stated that the plan did not go through, but I never received a letter stating that and neither did anyone else I have spoken to. I think it is time the legal system step in an help the families to be righted for once. I also want to state that when this company took over I have a credit of $113.00 and moved. I had a new number so they made me send a fax to request a refund I have called and called and they claimed to have received the fax from June 07, and yet here we are Feb 08 and still no refund.
They owe me yet I am being punished! What a joke! We need help from a respectable phone company! I am sorry to go on and on, but this is the only place I have found in hopes of getting my complaint to this company. They don't even have a complaint number! The number you call for customer service just hangs up on you when you complain! Thank you!