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PayTel - Page 3

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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
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Something Needs to Be Done
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRUNSWICK, GEORGIA -- I called about my account and the customer service representative hung up on me! Their employees are very rude. And are no help at all. I'm getting a lawyer to look into the company because it's a complete scam!!! ** Pay Tel. Their service suck.

Company Response 10/02/2018:

Sorry for any mistreatment you feel you experienced with 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; that is how we stay in business and make our money. Our customers are extremely important to us.

To investigate your concerns please e-mail us your phone number and PIN and a supervisor 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

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Worst Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HARRISONBURG, VIRGINIA -- My Pay Tel account pin (password) has never been changed but when I try to log in it doesn't work but if I call in to hear my balance and type in my pin (password) it tells me my balance so obviously the website is a pos.

Company Response 05/21/2018:

Dear McKayla,

We apologize for the problems you have encountered with our company concerning your account. We responded to your email you sent us on May 13th regarding your PIN issue. You had the correct PIN for the account and we logged into your account with your information to verify. Our website and our Automated Phone System uses the same information to verify your account.

In the future, if you have any issues, please email your information to a manager at CustomerRelations@paytel.com and your request will be addressed the same day.

Best regards.
Customer Relations

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Awful customer service!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Called to resolve an issue with the account. They said they were fixing the issue and instead made it worse and when I called back they admitted to their mistake but said they were unable to fix it.

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

NORTH CAROLINA -- This service is very unreliable. Husband said he called 15 times and my phone haven't rang once. I wish there was another phone service for us to use. This is the worst and it's frustrating! Please fix!

Company Response 01/08/2018:

We apologize for your frustration and the problems you've experienced with getting your calls.

To investigate your concern 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

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All Or Nothing
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

FLORIDA -- For the past week phone calls have been terrible. Either the phone does not register that I have answered and there is silence, or the dial pad does not connect when I accept the call. The account has funds. There shouldn't be a block. Tech support is only open on the weekends for facilities. I haven't spoken to my fiancé since last night (I got lucky) due to the phone not connecting. He's called 4 times.

Company Response 10/20/2017:

We apologize for any problems you experienced with our company and sorry for the delay in responding. If you are still experiencing this issue, 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

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Keeps Disconnecting My Calls
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PayTel keeps saying that it detected a fraudulent call and disconnects my phone calls to my husband. I work hard for my money and I would like to spend it by just having a conversation with my husband over the phone without having stupid glitches happen in almost every other phone call.

Company Response 05/08/2017:

We apologize for any frustration you experienced with our company concerning dropped calls. 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 Relations

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Fix Your Services!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SUMMERVILLE, SOUTH CAROLINA -- I have been putting money on my Pay Tel account for my inmate to call me with. He says that he has attempted to call me 10+ times in the last week and my phone has only rang from the jails call 2 times! When I go to answer the calls it either automatically hangs up or doesn't register that I have answered and there is complete silence on the line. If I am paying for this service and spending my hard earned money to speak to a loved one, I EXPECT the phones to actually work!

Company Response 02/14/2017:

Sorry for any problems you have experienced with our company.

If you will provide us with your phone number and PIN, we will research your issue 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

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High Phone Calls
StarStarStarStarEmpty StarBy -
Rating: 4/51

WARNER ROBINS, GEORGIA -- I have had no problem with receiving calls and talking. My complaint is the price. It is just too much for the call. We don't live that far from the jail. But the calls for 15 mins. are over $3.00. Just too pricey.

Company Response 11/21/2016:

We apologize for any problems you've experienced with our company.

To investigate your concerns and provide you with more information regarding your rates, 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

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PayTel Blocked My Inmate's Number.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GREENSBORO, OHIO -- I out money on my PayTel Friday 8-12-16 so my daughter could call me from jail. The 1st phone call today it played a message to permanently block this number. Call this number. I just put money on this thing and my daughter's number from jail is blocked? I didn't push any buttons to block it. I put in my PIN to unblock it and it won't take my PIN which I know I did not forget. This is ludicrous.

Company Response 08/15/2016:

We apologize for any problems you experienced 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

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Crappy Over Priced Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NORTH CAROLINA -- With as much as this company collects per call you would think they could keep their services up and running. Whole system down all day and possibly not up till tomorrow. Too bad you can't shop around. They hold a monopoly and there's nothing you can do about it.

Company Response 02/24/2016:

We apologize for the problems you have encountered with our company concerning your account. We had technical issues yesterday, February 23, 2016. Unfortunately, this effected the website, phone system and calls from the inmates. However, the outage took longer to correct than expected.

Our website and our Automated Phone System is now providing information for your accounts.

Our phone lines have been extremely busy during this issue, the CSR's have been available and assisting as many customers as possible. We are very sorry for the problems this has created for you.

If you will provide us with your phone number, 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 error.

Best regards.
Customer Relations

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