Paytell Complaint - Racket that is beyond stressful with no help available - they hang up if you ask for any assistance
PAGE COUNTY, VIRGINIA -- This company is taking advantage of many people that do not know how to do anything about the abuse they deliver and hand cuffs they try to put on people to drive them to think they have to use their services and pre-pay.
If you forget your pin number you have to fax a copy of your drivers license and a copy of your last phone bill before they will allow you to receive any phone calls. This is while you have no debt or owe them anything even if you have excellent credit and pay all your bills on time.
They treat all customers as though they are not going to pay phone bills. As though you are a criminal when it is so crucial to be in touch with family members that are inmates without having your phone number blocked. This is totally unnecessary and abusive. There are many other ways that are much easier and friendlier way to provide customer service especially if you have email or they can ask a security question and have it implemented for pre-payers that do due diligence so they can have the convenience of saving a few dollars by pre-paying.
Who is able to fax and who wants to send a copy of a drivers license to a company and who has a copy handy of their last phone bill to get a block off their phone - after you pre-paid and don't have to pre-pay in the first place.
To pre-pay I thought was a way to save a few dollars - not get harassed and treated like a person that does not pay my bills.
To get the calls to come on my regular phone bill also becomes almost impossible - as they try to get you to think you have to pre-pay them. I just wanted to be able to accept calls and pay on my regular phone bill.
When I called to get assistance to have all my phones not to be blocked - I got put on hold to hear nothing but music with no warning or explanation that I was being put on hold.
I just want my privacy and be able to receive the collect calls without any interference from Paytel.
Company Response on 4/15/2008:
We apologize for your frustration when you lost your PIN. We just starting monitoring this website and received your complaint. In the future we will be monitoring these complaints daily.
Regrettably, the PIN requirement is a recent federal mandate. We can not discuss any account information with someone unless they have previously on their own established a PIN for security purposes so that when we speak with them we have the ability to ask them what their PIN is and thereby verifying we are talking to the person who has set up that account or owns that phone number.
When someone forgets their PIN, for security reasons we cannot give out the PIN that was created when the account was set up. To change a PIN, a person will need to fax or mail a copy of their drivers license and copy of their most recent telephone bill showing they are the responsible party. Also please include with the fax or mailed copy, a new 6 digit PIN that you wish to have as your PIN. The PIN can not begin with a zero. Fax Number 1-800-776-8423.
In the future, if you have concerns, you can email a CSR supervisor at CSR@paytel.com and you will get a response the same day.