Company Response on 3/20/2009:
Sorry for any problems you have experienced in dealing with our company. We have reviewed our emails and show we have received 4 emails from you; November 26th, 2008, March 1, 2009 and two on March 18th, 2009. On the first email on November 26th you stated this was your third email and had received no response, this was the first email we received from you. We replied to you at 10:04 am on November 28th with the response that the number you had listed on the email wasn't an account with Pay Tel and we needed for you to verify the phone number.
On the email from March 1st, we responded back to you the same day just minutes later giving you the information for you to change your PIN since you did not know the PIN that you created for your account.
For the emails we received on March 18th, we responded the same day and also attached the recent Account Statement with your calls. You also can view your statements on line by logging into your account, scroll down, and then click on "My Account Statement" then choose the week you wish to view. Each statement will show you the calls, charges and the discount amount that was given.
Concerning the rates for your calls, there are 2 ways to receive a rates quote. One, when you receive a collect call from an inmate you hear a prompt to receive a rate quote before you accept the call. You can press #”4 “ and you will receive a rate quote before you accept the call and incur any expenses. Second way – when calling 1-800-729-8355 after you have entered your 10 digit phone number and PIN, you can follow the voice prompts to receive a rate quote. We have checked your rates, because you are receiving calls from Florence to Scranton, your calls are long distance. The rates for your calls are $2.83 for the first minute and $.33 for each additional minute.
We are a certificated carrier in every state where we provide service and the rates we charge are regulated and approved by the South Carolina Public Service Commission. In all states we charge rates that are equal or below the rates charged for the same call through the local telephone company. The cost of calls from confinement facilities are more expensive because of the increased controls required by law enforcement.
In response to the poor reception, we had the technician monitor your calls and do not show any type of problem on the line for you to hear the inmate or the inmate to hear you.
We show you have had several declines when attempting to make a payment and this caused the blockage for future credit/debit card payments. We have changed your account to allow additional credit/debit card payments.
We would love to provide live operators for every call, regrettably this would more than triple our CSR costs and we would have to raise rates, which we do not wish to do. Every day several thousand customers use our Automated Customer Service to answer their questions. Every day several hundred follow the phone system voice prompts to speak with a CSR.
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.