Preview Review

Next Review

PayTel

Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 36 ratings and
70 reviews & complaints.
Company Profile
PayTel
P.O. Box 19290
Greensboro, NC 27419
1-800-729-8355 (ph)
www.paytel.com
Compare Phone/Mobile Services
Most Popular | Newest | More Options >
More filter options:
Unconnected or Incomplete Calls
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COVINGTON, VIRGINIA -- I appreciate the $1.50 credit but am frankly appalled at your written response. At the risk of being argumentative, your conclusion has little basis in fact. In every case, the calls were simply unable to be completed. Nothing more. Nothing less. If it is the purpose of your company to provide users with completed calls, whether you can hear one of us or hear DTMF tones or not, we cannot hear each other. That is the directive of your tariff and the only reason you should collect funds. When that fails (whether you admit to it or not) and you still generate a charge, the consumer is owed a credit. To suggest that the issue is the consumer's without investigating thoroughly is poor customer service performance.

Your statement; "Based on this information, the issue is on your side, not Pay Tel. We can hear both parties without any issues and the inmate can hear you. The connection problem is on your side and each time you press digits, it drops the call (as intentionally)." clearly indicates your lack of concern with call quality and to insinuate that the call may have been dropped intentionally, demonstrates both a lack of empathy and simple common sense. I cannot hear her on these call attempts and have confirmed numerous times that all she hears is either silence, your recording or my voice mail.

Even if you had truly analyzed the issue and looked at the calls which bracket each unsuccessful call attempt, you would have found that each was either preceded or followed almost immediately by a successful one. So the logical question is; Why would anyone pay for a 10-15 second call, hang up and then immediately make another 15 minute call? Yes,...there is no common sense answer for that question. If that is factual, then it follows that something other than the consumer created that charge. To suggest anything other than that is ludicrous.

I have confirmed with my telephone carrier (Verizon) that there are no blockages of any kind associated with my telephone service. I have made no fewer than 3 calls to report this issue to your company which have resulted in no confirmed visit from your technician at the facility or resolution. In fact, the problem has become more frequent. Other inmates at the facility are also complaining about poor connective service. Are all of our phones bad? Of course not.

Perhaps my resolution is better sought out at the State Corporation Commission and the Federal Communications Commission. Last night it took 5 incomplete calls in order to enjoy two. Most of the time it takes a minimum of 3 calls to get one complete call. I suspect that on my June bill statement I will see charges for some of those as well. All I was seeking was a minuscule credit for incomplete calls and possibly some constructive action on your part. Clearly an unrealistic expectation. I'm not certain who your other consumers are but I would bet that I fall considerably outside of that demographic. You may rest assured that contacting the regulatory agencies, the inmate facility and possibly the press is not an idle rambling.

Unless you have information on corrective action, I see no need for future contact with your misnamed "customer relations group." If incomplete calls persist I do not intend to be extorted. Not without there being well deserved consequences for PayTel. I will extract the erroneous charges from my statement and submit them as I did via e-mail for fair credit. Failure to either correct the issue or continue to provide these small credits will bring your firm under the scrutiny of the CFPB, in addition to the aforementioned communications regulatory agencies.

I started out, a mild mannered, quiet consumer. For the first few months of use I experienced zero issues of any kind. Paid your exorbitant rates and enjoyed speaking with my incarcerated loved one. All I wanted was to be fairly billed and have a problem seriously investigated and resolved. You really could have (and should have), handled this consumer issue better. This one was easy. A layup. Tee ball. But you chose a different path. I don't know why. Maybe you look down on your consumers because of the people they pay you so much to communicate with. I would submit to you, that is the wrong attitude to have in your profession. I am the wrong consumer to have discovered that. As a courtesy, allow me to suggest that you escalate this communication.

Replies
Lousy Service. Paying for Dead Air!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GREENBORO, NORTH CAROLINA -- I really don't know how these people sleep at night. I can only hope that they have to suffer with a service like this as the only means to communicate with an incarcerated loved one. ALL DAY today, my girlfriend tried calling me and all I got was dead air and the lame automated system never picked up even though I was screaming at the top of my lungs "HELLO!" I don't want to hear the lame excuse that it's my cell phone because I have no issues placing or receiving calls unless it's dealing with this sorry excuse for a service.

I realized that people that are incarcerated are there for punishment but when you provide a service to speak with them that people PAY FOR, those people expect that service to be delivered. Perhaps since these people have a monopoly they can prey upon the families of inmates just to make money. They should be put out of business. I'm NOT paying to listen to dead air! I hope I win the Powerball so I can create my own company that provides such a service that isn't as horrible as this.

When I do actually get a call to go through, it drops. I don't want to hear that it's my cell phone because I have Verizon and full signal where my home is. What I want is the calls I did not get and the dropped calls refunded. Also please do not try and buffalo me that I stopped talking or switched to conference call like the last lame responses because I can assure you none of those things were happening. It really is disgusting that a so called "business" would provide such a sub par service while charging an arm and a leg for it because they are the only ones available.

Update 01/13/2016:

This is the same lame response given to EVERYBODY no matter what their issue. Want to know what your lousy service did this morning? I have a positive balance of $10 and my inmate was finally able to call me in the morning. The lame automated system picked up and gave me the usual "You have a collect call from: blah, blah, blah" and then dead air then I hear "Goodbye" and the friggin thing hangs up. There is never anyone available to take my call when I call into your pathetic company but somebody is always able to post these scripted and not applicable answers. I hate you people with every fiber of my being and saying I hope you all get colon cancer for what you are doing to people is too kind.

Company Response 01/11/2016:

We apologize for any frustration you experienced with our company concerning dropped calls or calls not connecting. If you will email your name, address, phone number, and PIN to CustomerRelations@paytel.com, we will investigate this issue to determine why the calls were dropped.

The following information is in our brochure and posted on our website concerning dropped calls. Calls may be disconnected if any of the following activities occur during a call:

• Stop talking without hanging up.
• Attempts to make a 3-way call.
• Attempt to answer Call Waiting.
• Attempt to put a call on hold.
• Attempt to transfer a call.
• Use of a cordless phone (static).
• Use of a wireless phone (dropped cell tower or static).

PAY-TEL does not accept responsibility for dropped wireless phone calls.

In the future, if we fail to meet your needs, you can email a manager at CustomerRelations@paytel.com and your request will be addressed the same day.

Best regards,

Customer Service

Replies
Rip Off
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CUMMING, GEORGIA -- I recently had a friend add $28 onto my Paytel account. My account is saying no payment was billed and now I lost money. She paid with a credit debit card and it also billed her bank account. It is showing $00.00 and shows no payment. I would like for the $28 dollars to be refunded to the account. I also had PayTel charge me twice for a phone call a couple weeks back on my first PayTel account. I am very unhappy because I cannot receive call from my inmate. Please reply ASAP because nobody has helped me yet about this. Thank you.

Company Response 10/07/2014:

Dear Ms. Turner:

After investigating your complaint we determined that your account number is 678-856-XXXX.

We apologize for any problems that you may have had with Pay Tel concerning your payment not being applied to your account. After researching your issue, this transaction was declined because the address provided did not match the address on file with the credit card company, so the payment was not added to your Pay Tel account.

You mentioned in your complaint that "nobody has helped me". We received an email to csr@paytel.com on October 5th at 5:05 pm and responded back the same day at 6:53 pm explaining the problem. We received another email on October 5th also to customerrelations@paytel.com at 5:52 pm and responded back again the same day at 7:54 pm. Then you sent another email to the President of Pay Tel, same day at 5:56 pm and he responded back to you on Monday at 12:39 pm; all of which explained the same issue with your payment.

You also stated in your complaint "charge me twice for a phone call a couple weeks back". We will need the phone number for the "first Pay Tel account" you mentioned to investigate this issue. You can respond to customerrelations@paytel.com with the other phone number.

I hope this will help to clarify any issues you have with the transaction. If we can be of further assistance, please let us know.

Best regards,
Customer Relations

Replies
My Calls Won't Go Through At All.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTH CAROLINA -- Being able to physically talk to my husband is a lifeline for me and for him. So to have him call 30, 40 times and NOTHING happens every time I hit 3 for the phone to connect. It's enough for me to literally have a breakdown. This has been going on for months. Before it would EVENTUALLY pick up, but now it's been a week and nothing is going through. Don't tell me it's the jail and don't tell me it's my phone. I checked into it and it's neither. This is YOUR problem that YOU'RE causing. It's not like I can call my husband freely. So for you people to not resolve these issues that's coming from YOUR end, I just don't understand it.

This is just emotionally draining and horribly upsetting. I want to talk to my husband. I need to speak with him, but you people just don't want to help or fix the issue. This whole issue shouldn't even be lasting this long either. I just can't believe you people. It's already hard enough having to go through the emotions of having a loved one in jail, but to deal with this crap? Just garbage! You're taking advantage of people!

Company Response 01/09/2019:

We apologize for any problems you have experienced with our company and for the problems this has created for you.

If you will provide us with your phone number and PIN, we will research your account and get back with you. You can email your information to a manager at CustomerRelations@paytel.com and your request will be addressed the same day.

Please accept our apologies for this problem.

Best regards.
Customer Relations

Replies
Advertisement
Disgusting Profiteers Capitalizing on Family Hardship
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GREENSBORO, GEORGIA -- When a loved one is incarcerated their one link with the outside world is the phone. Because Paytell has a monopoly on this lifeline, they can gouge families with exorbitant charges without any recourse. My son was incarcerated in Georgia. To sign up there is a $5.95 "processing fee to put money into your account. Then each call will be charges at 18 cents per minute (reasonable) PLUS another $5.95 fee plus approximately $2 in taxes for 15 minutes. So, for a 15 minute call, one can expect to pay $10.65 each time. Then when your money runs out and you want to refill your account, there will be another 5.95 processing fee. Highway robbery!

Company Response 08/14/2018:

We apologize for your frustration concerning the charges for your account.

We are a certificated carrier in every state where we provide service and the rates we charge are regulated and approved by the Georgia Public Service Commission. In all states we charge rates that are equal or below the rates charged for the same call through the local telephone company.

Regarding the $5.95 processing fee you mentioned, this is not a fee to set up the account as we do not charge to set up accounts. This is the payment processing fee to make your payment with a live CSR. You can also make a payment using our Automated Phone System or our website for a $3.00 payment processing fee.

In reference to the taxes, this varies from state to state on the amount you are charged. We would be glad to help you understand the taxes on your account, but you will need to email us at CustomerRelations@paytel.com, provide your phone number and PIN and we will get back with you.

Thank you.
Customer Relations

Replies
Horrible, Painful, Emotional Wrecking Ball
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WINSTON SALEM, NORTH CAROLINA -- I have miss 3 very important phone calls from my wife. Sometimes I get the call and there is no automatic prompt just silence. The other time the call just drop. But the worst one was when it ask me to accept the call and press 3, the computer voice just said goodbye and then nothing but silence then the call dropped. How about a damn guide on how to use your services or a way for a quick callback or a walkthrough on how to accept a call or a freaking demonstration. The people in jail are human being too not slaves or guinea pigs.

Company Response 12/20/2017:

We apologize for any problems you had when attempting to receive a collect call with our company.

To investigate your concerns please e-mail us your phone number and PIN and we will review your account and get back with you. You can send this information to CustomerRelations@paytel.com. We wish to resolve your issue as soon as possible.

Best regards.

Customer Relations

Replies
Poor, Rude Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TAYLORSVILLE, NORTH CAROLINA -- I was charged twice and only one payment was put in my account. I disputed the other transaction which they voided and no money was credited to my bank card. After my bank got the dispute settled, they blocked my account and used the funds I already had in my account to replenish what they owed me leaving me with a balance. Now I can only pay cash because of their error. And when I called, I got the rudest CSR ever who yelled at me and threatened to hang up the phone on me.

So now I will be reporting the credit back issue to the attorney general of the state. And as far as customer service goes it is nonexistent. These people are really, really, terrible people. I'll be speaking with the local sheriff to see if a change can be made, you don't threaten the customers who keep the business running by paying for these overpriced phone calls.

Company Response 10/20/2017:

Dear Ms. Parsons:

Sorry you feel this way regarding customer service. After reviewing your account, we show you made four payments to your account 704657XXXX on September 19th. As we previously explained to you, we refunded/voided two of these payments back to you the same day. However, you still contacted your bank and they processed a chargeback with our company on one of these payments, Based on our process for chargebacks, we can no longer process any credit/debit card payments on your account.

I hope this helps you understand the decision made regarding your account. In the future, if we fail to meet your needs, you can email a manager at CustomerRelations@paytel.com and your request will be addressed the same day.

Thank you.
Customer Relations

Replies
Poor Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GREENSBORO, NORTH CAROLINA -- I have put money on my account for 6 months. One night I was charged twice, no money in my account. After receiving 4 emails from CSR money was put back on my account but only 20.00. The other was still owed back to me because they VOIDED the transaction. I had to dispute the transaction. Then they said I owed them money and cut off my phone access. The Customer service Representative Jennifer literally YELLED at me on the phone. You people really need to either hire new employees or re train them. Because I haven't spoke with ONE CSR who wasn't rude and unpleasant, and that is just unacceptable.

Company Response 10/20/2017:

Dear Ms. Parsons:

Sorry you feel this way regarding customer service. After reviewing your account, we show you made four payments to your account 704657XXXX on September 19th. As we previously explained to you, we refunded/voided two of these payments back to you the same day. However, you still contacted your bank and they processed a chargeback with our company on one of these payments, Based on our process for chargebacks, we can no longer process any credit/debit card payments on your account.

I hope this helps you understand the decision made regarding your account. In the future, if we fail to meet your needs, you can email a manager at CustomerRelations@paytel.com and your request will be addressed the same day.

Thank you.
Customer Relations

Replies
Advertisement
Poor Customer Service, Immoral Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTH CAROLINA -- My fiance had money on his old prepaid phone that he transferred to his new one so he could call me during his weekends. Friday afternoon he calls them, the representative is pleasant and polite, says it will be transferred in an hour. Easy enough.

Saturday morning he tries to call, it says insufficient funds. Not cool, so I call customer service. Wait time was only a minute, and I was talking to a representative; I understand that she is at an probably unpleasant job on a Saturday morning, and she has to collect the pertinent information, but she interrupted me constantly. I work customer service and graduated Kindergarten so I know how to show basic politeness to other human beings. I was upset enough to find a place to leave a review.

To her credit, she transferred the funds and it didn't take long at all. I was able to speak to my fiance and check on him. No response needed from a company that takes advantage of inmates and their families. The justice system predominately preys on black, poor, LGBT+, disabled, etc. How does it feel to cash in on that, and make a profit on people who are going broke trying to communicate with loved ones?

Company Response 01/25/2017:

We are very sorry for any mistreatment you feel you have experienced with our company and our customer service department. It is surely not our policy to offend or mistreat any customer. We continually stress the importance of treating our customers with respect and assisting them in every way possible. Our customers are extremely important to us.

We also apologize for the delay of transferring the funds and was glad to see that you was able to receive the calls shortly thereafter.

If in the future, you have additional questions or concerns, please do not hesitate to contact a manager at CustomerRelations@paytel.com and we will research your account and your request will be addressed the same day.
Please accept our apologies for this problem.

Best regards.
Customer Relations

Replies
Can't Receive My Fiancé Calls
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT MILL, SOUTH CAROLINA -- My friend had recently offered to add $20 to my account because at the time I hadn't got paid. So then I find out later that she used the father of her child cc #. The last time I spoke to my fiancé he said he would call me after he ate. Which I thought was strange because he would always call me back. When I spoke to customer service they then told me that the cardholder had called and they refunded the money back to his card because it was an unauthorized payment.

So I asked well how can I add money to my account now if I don't have the option to use a debit card anymore. I was told to use MoneyGram express and the payment should be in within 1 hour. So remind you I knew I wasn't receiving his calls anymore. The representative never mentioned to me that my number was blocked or anything. He ended up calling a friend of mine and told them he has been trying to call me and cannot. I checked my online account and seen my payment went through but I'm not receiving his calls anymore.

I DEMAND A REFUND OR MY NUMBER TO BE UNBLOCKED. I feel like I was taken advantage of and they just wanted my money. I just added this money to my account through MoneyGram! Why am I not receiving my fiance's calls?

Company Response 10/21/2016:

We apologize for the problems you experienced with our company.

To investigate your issues, please e-mail us your phone number and PIN and we will review your account and get back with you. You can send this information to CustomerRelations@paytel.com. We wish to resolve your issue as soon as possible.

Best regards.

Customer Relations

Replies
Top of Page | Next Page >