PayTel Complaint - PayTel is a monopoly that overcharges and refuses to refund dropped calls

Complaint

Review by monroelemon76 on 2011-12-15

SALEM, VIRGINIA -- PayTel is the sole provider for phone service for Western Virginia Regional Jail. This is a monopoly without competition that is being forced on people who are very vulnerable and need to keep in contact with their loved ones. Institutions and correctional facilities like Western Virginia Regional Jail must offer an alternative to PayTel with competitive prices and services. PayTel's prices, services, and customer support are atrocious at best. This company is completely incompetent and their practices are unacceptable and frankly un-American. PayTel should not be allowed to have a monopoly on an essential phone service, period. PayTel has dropped numerous calls and has refused to refund any of them. I have already given PayTel hundreds of dollars just so I can make a local call to a loved one who is currently incarcerated, and yet they refuse to refund my dropped calls and have accused me of trying to swindle their system. I am at a loss for words. PayTel and their business practices are absolutely disgusting, it is unacceptable and un-American that we are forced to use a monopoly for such an essential service. I am tempted to contact my lawyer and provide my phone records showing that I have never once had a dropped call in my area except when using PayTel's completely unreliable service, and that PayTel has blamed me and my telephone service provider for their failure to provide adequate service and that PayTel refuses to refund my dropped calls. I will be pursuing a class action lawsuit against PayTel and will be lobbying for the implementation of an alternative, competitive telephone service provider.

I have already spoken with your (PayTel) supervisors numerous times and am now pursuing legal action.

Company Response:
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 Service