PayTel Complaint - Rude Customer Service
MONROE, GEORGIA -- I had to call Paytell because a family member was in county jail. First they told me I had to pay them that they would not unblock my number so that I could get collect calls from the phone that was at the jail the customer service representative told me they own the phones and my phone company didn't provide enough billing information. And then hung up on me I called back and tried to get it resolved with another customer service representative who was rude again, I the asked to speak with a floor manager. (I own a telemarketing company. it is FCC regulations to have a floor manager at all times) I got a voicemail I left a message with no return call. So I called my phone provider and they had never heard of that.
They contacted Paytell and I was able to receive calls. A few days later my family member was out and I was receiving calls from the jail. I called to have my phone reblocked they told me it was blocked I said it was not and I needed it blocked again the rude customer service representative told me it was taken care of. I at that time told her it better or I would call back and it would not be pretty, she told me that I could not threaten her, It is my dime and I can do what ever I want. Well any way it was not blocked got more calls I called back and told them they need to block the calls or I would sue them.
I hung up and the customer service representative called back and treated me. These people have no customer service training and are rude and don't wish to help anyone. The problem with companies like this is they pray on people that no no better. They can not force you to pay them to get calls on your home phone, you pay your phone company not Paytell they only own the phones in the county jails what a racket these people are. As a business owner if one of my employees ever called a customer back and was rude or a manager did not return a call on a complaint they would be looking for a job in a quick second.
Paytel is providing a service from a public place they should remember providing a service and as a service provider your customers service should be first on the training list and it is not.
Company Response on 11/20/2008:
We apologize for the frustration you have experienced with our company concerning your calls and our Customer Service Representatives.
Kelly, we have established procedures at Pay Tel when a customer contacts a CSR in regards to receiving collect calls. We check the LIDB National Validation Data Base for your bill name and address information. The challenge today is that local telephone companies are doing a poor and poorer job in making sure the National Data base is updated properly and timely.
We attempted to validate your number on 11/13, the information provided by your local telephone company to the LIDB Data Base did not include any account owner information – name on account, address, etc. We do not bill calls to numbers that do not have any account information.
Our company is no different than any other in that we provide a service and we have the right to establish our own credit policies. All of our policies are in our tariffs and approved by the Georgia Public Service Commission. The CSR explained to you that to receive collect calls you would need to set up an account and prepay Pay Tel for these calls.
Then you contacted us again on 11/14 when you spoke with the CSR, her response was the same; you would need to set up an account and prepay to receive the collect calls. However, our records show that when the inmate attempted to contact you at 3:08 pm on 11/14, the call was successful. You mentioned in your complaint contacting your local telephone company. It appears your telephone company must have sent updated account information to the LIDB Data Base. The validation reply that we received on this call provided account information and we were able to bill this call through your local telephone company. After receiving this good validation, you were able to accept an additional 14 calls through November 17th.
The next call from you on 11/18 was a request to block your number and the CSR you spoke with blocked your number and you have not received any calls since November 17th.
We apologize for any rude or poor service you may have received. We are currently investigating your concerns and will address the issues raised with the CSR’s involved. Please send your email address to firstname.lastname@example.org and you will receive a response to these concerns from our President.
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.