I have been dealing with Global Tel Link for a little over a year. I have paid their high phone rates and have never been blocked not once until a week ago. I always pay on-time because as we all know the phone is a vital contact especially when your loved one is far away. Last week they called me and told me they cannot bill through the phone company anymore and I would have to fax a copy of my phone bill to them and it would take 3-5 business days to process.
Today is my 7th day being blocked and still the fax has not been processed. Theie customer service representative told me that I need to learn patience. I thought that was extremely rude since they told me 3-5 business days, not 5-7 days, not 7-10 days. I was told not to call back until Friday...and all of this time I am trying to sort out the problem. She tells me this process happens within the first 2 days of them going to a prison and I told her that was BS because my husband has been in prison for 2 months now. I asked her if there was a way to even check and see if they received the fax and she told me if I wanted to track it, that would take an additional 5 days.
I am sorry but I feel that it is wrong. How they are handling customers who actually have been good and pay when they are supposed to? I work a 2nd job just to pay these people every single week. I agree with everyone else on here, there is no need to punish the civilians who are trying to do the right thing just because one of their loved ones messed up and is incarcerated.
We are being treated horribly and I am sorry, but I get told they service over 1,000 prison facilities all over the USA and this is why it takes so long. Well if that is the case, then you need to hire more people then what you have working for you. I am in retail management and if myself or one of my workers EVER treated a paying customer like how I have been treated for the past week, we would be written up and then fired if it persisted.
If you are going to give high phone rates, at least make your customer service department a little more pleasant to deal with. We the consumers are not mean, we just want better service, especially when we are shelling out a lot of money to you.
MOBILE, ALABAMA -- I have been dealing with this company for over a year and a half and have had nothing but problems. I have been blocked a few times and some my fault, some not, but they don't want to hear it. We the customer are wrong and have to pay for our actions and going over the amount they allow us. Well I got preached today and put down by one of the Customer Service there after waiting for 2 hours last night to get through. And then I get a guy representative who can't help me and he gives me a number for the AL office and I call and it's back to the automated waiting system.
Well I am being forced to go back to prepay and have to pay them a fee now 'cause they say I went over when I know I didn't 'cause I keep a log of every call I have accepted and the cost with time and dates and minutes used. But they condemn me that I am wrong but no one wants to go through the calls one-by-one with me to see who is at fault!!
Funny thing is I was blocked a few months back 'cause it said I went over for high call volume. The phones were down at the prison for 3 days - on the days they said I had high call volume and blocked me. And they argued and argued with me that I was wrong and when they realized it was them, I never got a sorry. I got told, "well we will unblock this last time" and that is it. Lol. I have been unblocked 2 times since then.
This company is the biggest joke and scammers out there. None of them know what is going on. They need to send a rules and regulations handbook out to all the customer service reps and make sure they know what they are talking about - 'cause I had one guy tell me that they can unblock you as long as the inmate's not in a county jail. They can only do that once, but then the next person you talk to says, "no I can't unblock you even though he's in a state prison."
When they really don't know what they are talking about, they tell you to call the AL office, then you get attitude from nasty supervisors. And this woman was preaching to me today about God - only God is perfect - when I told her their computer systems screws up and is not perfect and then basically told me I have rules and regulations to abide by in life and when I don't, I am to be punished.
I said, "are you for real? I am 35 years old and not the one in jail--don't talk to me about punishment--dealing with your company has been more punishment then anyone should have to endure." I told her things happen--life happens--people die and get sick and they need to take into consideration when this things go one that yeah, people may go over this amount allowed. Just' cause they are inmates don't mean they don't have a right to know what goes on in their family and to be able to be there through the phone calls' cause they can't be there in person--she didn't care.
I have a disabled child and he got sick a month ago and I got blocked 'cause we had a lot of calls going back and forth, 'cause hello??? He wanted to make sure his son was OK. Did they care? Nope. All Global Tel cares about is high prices for calls and forcing you to prepaid so they can charge you fees that go directly to them.
Something needs to be done about this company or they need to give us (the customer) other companies to choose from as a service for inmate calls to be accepted through. I have been hung up on and charged for it. Did I get the credit? Nope. They are rip-offs. Please be aware. And what gets me after all these complaints: nothing has been done to stop this company. It's hard enough having a loved on in prison, then to deal with this horrible company and stress and having to keep a log of every call you accept so you don't go over.
How come there is not a number for us to call to find out what the balance is on our account so we know how many more calls we can accept?? Ya know why?? 'Cause then they wouldn't be able to block you and force you to use prepaid and pay their fees plus high call amounts. $8.00 for a 15 minute call is unheard of, but they get away with it 'cause we allow them too. Who are we, the innocent family members of inmates?
All I have to say is thank God I only have about a year left of this and I will never have to deal with Global Tel Link again. Fyi, Globel tell you would get $200, a month of my money in phone calls. Now that you forced me to pre-pay, you will be lucky to get $25 a month.
You will lose not me. I will use the extra money I save for gas to go visit more and write more letters and if everyone follows my lead, you will lose enough money where you will be forced to make a change and put the customers first once and for all!!! God bless America.
LOS ANGELES, CALIFORNIA -- Global Tel Link is the service used by Los Angeles County Jail System, so you can receive collect calls from a person incarcerated in county jail. The phone number I have for them is 800*483*8314 (this is an automated system).
They charged my credit card so I could establish an advance pay account which allows me to accept collect calls made from County Jail. Over the past 4 days I have deposited $125.00 with them, which covered 8 calls all less than 5 minutes in length. I deposited another $25.00 yesterday, and received a $14.00 credit towards phone time. The additional $11.00 is their "Service Charge". When you do the math, that comes out to an approx. 73% service charge. HOW IS THIS EVEN LEGAL??
Calls are continually dropped for no reason, yet they refuse to credit back any money for dropped calls. Talking to Customer Service is impossible, as they just never come to the phone. I have waited well in excess of 2 hours and still not spoken to anyone. Each 2-3 minute call (calls are within the local calling area) costs on average $10.00. How can that be right?
You do not have the choice to use any other type of collect call billing. So the only choice that families of loved ones who are incarcerated in Los Angeles County Jail have is to either accept this company ripping us off or not be able to communicate with any one who is incarcerated.
I would appreciate someone letting me know if: (1) Is this company not governed by any State Agency? (2) Is it legal for them to charge such outrageous fees? (3) Is the State of California investigating this company for illegal business practices? I have filed a complaint with the BBB, the CPUC, and the Federal Trade commission. It seems funny to me that an agency serving a county facility is allowed to continue to rip off consumers.
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 cannot 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!
NEW BERN, NORTH CAROLINA -- I have been charged NC collect rates at $3.40 + tax for more than 120 calls that should be charged $3.15 + tax per the NC DPS website Inmate Telephone System section. I have paid the $4.75 service fee 18 times, but paid $7.95 3 times. I have paid full (yet incorrect) price for 7 calls less than 5 minutes each, including a 2-second call that was a busy signal, that should be refunded per the Q&A Help section of the GTL website, as my phone is not a cell phone. I have been told by GTL that my billing will not be researched, and that I will not receive any credit on my account, ever.
TEXAS -- As a new customer to GTL, I thought this company would be understanding to my situation. I mean come on, it's in their mission statement. Yet, the company takes advantage of people in distress. They charge you $2 every 15 minutes and $7 to add money. Then when it comes to a refund, the company does not contact you on about your complaint.
Then when you call the customer service number, they give you a very difficult time then charge you to CANCEL THEN TELL your money will be issued in 60 day! This company failed to put this vital information on their automated phone operator. Then told me I had to mail a letter to request proof of my refund. Really, believe me, Global Tel Link is a scam! I hope this helps the next customer.
FORT MYERS, FLORIDA -- There is got to be a way to stop this monopoly, having just one provider to be able to communicate with your loved ones who are incarcerated. It is terrible what they are doing right in your face. I deposit $50 dollars and the first calls they deduct $8.00 just for transaction fees. Spoke to my son for 2 minutes. When he called me again the next day, I only had $30 dollars?? $12 dollars for 2 minutes? Also when you start talking, they will interrupt the call saying that a conference call was intercepted and of course when you get the call again, they charge you the transaction fee.
I have been monitoring them and already sent a complaint to some authorities because someone is making big buck off of us, we must do something ASAP. That's why I called this an "armed robbery" - they do it and no one is doing anything about it. My son has been in jail since June 26, 2013 and I have spent over $300 in those 4 weeks. Something has to be done.
WILMINGTON, DELAWARE -- This company is a RIP OFF! Try calling the customer service number, I'm sure you will be on hold for at least a half hour. The rates is outrageous. What's up with you can only pay $25 or $50? Well if you speak to a representative to make your payment, you can tell him/her that you want to add any amount and they have to add those funds, no more no less. They will try to convince you otherwise but trust me, I have on more than one occasion added anywhere from $10, $15 or even $30 when I make a payment with a live person.
I have been having a lot of issues with dropped calls. Usually a recording will come on saying "This call is being terminated due to 3-way calls" even though I don't even use the 3-way. They won't give you a refund if you're using a cellphone because they claim that there is no way of knowing why the call got disconnected. Also if you use a debit card to make payments, they do have an issue with you using more than one card to make a payment or having your loved on make excessive calls throughout the day. They like to call this OVER USAGE.
Come on GTL this is called a PREPAID calling system. My loved one should be able to call as much as I am willing to pay and I should be able to fund my account as much as I would like to. It's not like they are losing money, all fees is paid UPFRONT.
I recently found out that a friend of mine now resides at Gaston CC in Dallas NC. We have been writing back and forth and in order to talk to him, I ordered a home phone so he could call me collect. His call came through the first 4 times, my caller ID said GTL Inmate but when I picked up, it was a recording saying my number didn't accept collect calls and to call GTL to set up an account.
Not wanting a separate bill, I called GTL and asked if they had a block on my number and if they did to take it off. The first representative said there was no block and the call didn't come through because my phone service was new, told me to call my phone co. and request they update their calling database. I called at and they said it would automaticaly update but could take a week.
Now, no calls come through from my friend, not even like they did before I call GTL. I called GTL again, this representative said the first representative didn't know what he was doing but again stated there was no block on my phone through them, but tried setting me up for an account. I didn't bite...I called at and again this time, the representative there used 3-way calling and called my number collect to show me the call would go through and it did. Still, his calls will not come through at all.
I called an 1800 number that would allow me to enter my number to check and see if GTL had a block on my number. The recording stated they had no records of any inmate trying to call my number. I called a live person, this time this representative put in my number and said," you're having trouble receiving calls from a inmate at Gaston CC?" **I NEVER mentioned the name of the facility to anyone** so they do have it in their records that an inmate has tried calling me.
Still no calls coming though so I'm calling one more time today and if this will not fix it, I'm going to the Executive Director of Billing. I'll update what happens, if anything does happen. Sorry for any missing letters, computer is acting up again.
Global Tel Link are crooks and apparently not aware of how to run a business. This collect service allows you to place 25$ or 50$ on an account and connects you. What they don't tell you is that from that set amount 4.75$ will be taken from that (that's their fee), which isn't explained to you in their recording. Then there is a 2$ and something fee for every 30 mins. or less.
Wait it gets better - there is also a tax added to the amount. Furthermore if an inmate calls you and you don't pick up, and they hang up and call you right back, Global Tel Link charges your account as if you answered. Keep in mind that the recording tells you to accept a call, you have to press 4. Not only are they charging you all types of hidden fees for using their service, they charge you if you don't pick up.