Global Tel*Link Complaint - Rude, Totally Incompetent Customer Service

Review by hifly1231 on 2009-03-23
Global Tel*Link is one of those companies that cares NOTHING about the customer. If you have a loved one who's incarcerated in a State that has contracted with Global Tel*Link to handle their inmate calls, then they have you "over a barrel", and they know it.

They acquired MCI Maximum Security almost 2 years ago, and they STILL don't have former MCI Maximum Security customers set up to access their automatic payment system. You MUST speak with a representative. Most of the time, you are re-routed to their automated callback system, and may or may not get a call back. Other times, you are NOT re-routed to their automated callback system, and are left holding for a representative sometimes for up to 2 hours or even longer.

They REFUSE to let you speak with a Supervisor if you have a problem with your account. They claim to fill out a form for a Supervisor to "get back to you", but of course you never receive that call.

Every representative you speak to there regarding a question or problem will tell you something different. There seems to be little or no training whatsoever. And apparently there is no call monitoring, because their representatives seem to be allowed to be as rude as they want to be with PAYING CUSTOMERS.

It's become obvious to me that the only recourse against this company is to file a complaint with the Better Business Bureau (which they don't seem to mine either), a Class Action Law Suit, or stop taking calls from your loved one.
Comments:1 Replies - Latest reply on 2009-03-23
Posted by Anonymous on 2009-03-23:
The BBB rarely helps anyone. It is often just a good-ole-boy's club of long-standing businesses who rarely find against each other. They WILL take on a newcomer. Try writing a polite, concise letter to your congress-critter. Inmate telecom services are often generous campaign contributors and are more responsive to elected criminals than they are to the families of those imprisoned for other offenses. Good luck!

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