PayTel Complaint - PayTel preys on people who need this service
I have not been able to speak to a human being at Paytel to discuss my customer service issue. Paytel does not want to talk to customers abouth their very poor service, so they throw a recorded message on in place of a human being. Unfortunately, however, the automated system never gives an option to speak to a person, it just says that they are sorry but balance info is not available right now and to call back later. This has been going on for a week even though I have paid for the service on TWO numbers and neither number has been unblocked. I even sent an email to customer service AND the (so-called) customer relations manager -- to no avial. No one will respond to me. They have stollen my money without providing the service.
This is the very first time I have had to use this service and I am thoroughly disgusted. Maybe if there are enough people out there who are as disgusted as I am, we can get a class action lawsuit started. We the consumers should not allow companies to take advantage of us and steal from us like this. I resent being treated like a common criminal because I have a loved one incarcerated who I want to keep in touch with. I am a law abiding citizen, I pay my taxes and I have never ever been in trouble with the law.
In fact, if anyone is the criminal in this situation it is Paytel because they have advertised a service, I paid for the service, yet they refuse to provide the service. Sounds like fraud, false advertising, theft and probably numerous other torts. Paytel has 24 hours to respond to me before I take this situation to a regulating authority. Unfortunately it seems that Paytel has a monopoly on inmate calls and it would be very beneficial to consumers if they had some competition.
Company Response on 8/26/2009:
We sincerely apologize for the problems you are experiencing with our company in receiving collect calls and accessing your account through our Automated Phone system and also our website. We are converting all of our internal accounting software to a new system this week and the conversion has not yet been completed.
Regrettably this has prevented the timely posting of payments, allowing access to your account and also in some cases preventing you from receiving the collect calls. We are now posting payments throughout the day and unblocking numbers when the payments post. Unfortunately, this is much slower than our usual process.
We are very sorry for the problems this has created for you. We have a team of people working on this issue and hope to have this resolved by the end of the week.
If you will send us your phone number(s), we will be glad to research them and get back with you tomorrow. You can send your information to CustomerRelations@paytel.com and your request will be addressed the same day.