PayTel Informative - Billing Rates / Long Distance
REMINGTON, VIRGINIA -- I opened an account with this company in October 2008, I finally was able to receive my first call from the inmate on Nov. 3, 2008 from a Texas number.
Both the inmate and I live in Virginia. Why is it that he is calling from an out of state number when he is jailed 15 minutes down the road from my home. I tried contacting Paytel through email I did get response but was not helpful they can not explain why he is having to call from a Texas number when we both are in VA. Now I feel it is because they get more money from us because of the additional fees added to the long distance calling. When I stated this in my email to them they had no response for I wanted my account credited the difference in amounts. for he should be calling from a local number rather out of state.
They have yet to respond to my email. Has this happened to any of you?
Company Response on 11/5/2008:
We apologize for your frustration concerning the rates for your collect calls.
In response to your calls starting on November 3rd, our records show this was the first attempt that the inmate had made to your phone number since your payment was made on October 27th.
Regarding our failure to respond to your emails -- our records show our CSR Supervisor addressed your emails numerous times. We received your first email on 11/4 at 9:17 am and replied back to you at 9:27 am; you replied back to our email at 12:33 pm and again we replied to you at 12:50 pm. Another reply from you came in at 1:00 pm and our final reply was sent to you at 2:57 pm. We explained the rates and caller ID showing a Texas number for the collect calls from the Fauquier County Jail.
To clarify the rates, the calls are coming from a Warrenton, Virginia facility and you have an Alexandria, Virginia phone number. We have checked the standard information provided by Telecordia to all telephone companies to verify long distance intra-state rates. The long distance rate for calls from Warrenton to Alexandria is $2.25 for the first minute and $.40 for each additional minute.
In regard to the caller ID showing the Texas number, this number belongs to the long distance carrier that Pay Tel uses for the collect calls; this number does not reflect the rates that we are charging you for your collect 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.