By nene112183 - GREENSBORO, NORTH CAROLINA -- I placed money on my account but every time my brother calls from jail the automated system does not recognize that I'm pressing 3 to accept the call and won't allow me to press any other options. This has been going on for 3 days and still has not been resolved. Every time I call customer service they hang up on me. I need this resolved as soon as possible or my money refunded.
I was finally able to accept a call after 4 days but I'm happy that the issue was resolved. Thanks
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By longfatyoung - GREENSBORO, NORTH CAROLINA -- How can a rate be $9.95 in the same county same area code. This is not a long distance call? I checked counties clear across the state the rates are cheaper! Even out of state! Lawsuit is in order!
We apologize for any problems you experienced with our company and the rates.
To investigate your concerns please e-mail us your phone number and PIN and we will review your account and get back with you. You can send this information to CustomerRelations@paytel.com. We wish to resolve your issue as soon as possible.
Best regards.
Customer Relations
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NORTH CAROLINA -- It is ridiculous that for 40 dollars I could only receive 6 phone calls from an inmate in county jail when you can receive more than that when receiving calls from a prison. What the hell. I understand that it's long distance, but really 6.85 a phone call? Y'all need to get it together cause that phone call price for one phone call from a Wake County jail is ridiculous even if it is long distance!!!
We regret your frustration concerning the rates for your collect calls. If you will provide your phone number with area code, we will be happy to check your account to make sure you are being charged the correct rate.
We are a certificated carrier in every state where we provide service and the rates we charge are regulated in most states. 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.
We regret your frustration and will be happy to assist you directly if you will send an e-mail to customerrelations@paytel.com.
Best regards.
Customer Relations
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NORTH CAROLINA -- My name is Carol **. Pay Tel allowed me to open account knowing the Correctional facility did not use Pay Tel. I requested my refund by e-mail months ago. Do I need to email again? It was very easy to set up account, but hell to get my money back.
We apologize for the frustration you have experienced with our company concerning your refund. Please email us at customerrelations@paytel.com with your name, address, phone number, and PIN and we will reseach your account to determine if we have processed a refund for you.
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.
Best regards.
Customer Relations
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The company seems to avoid any contact with their customers! I have tried calling since 9:00 am 12-3-2009 to 6:00 pm 12-3-2009 and their automated non-assisting automated system is useless! I am trying to find out about my bill and the reason I am being charged twice!
We apologize for the problems you have encountered with our company when attempting to reach a Customer Service Representative. The option is there for you to reach a CSR, but our automated system is designed to assist you with most of your concerns.
If you will provide us with your phone number, PIN and a message in regards to this complaint, we will research your account and get back with you. You can email your information to a manager at CustomerRelations@paytel.com and your request will be addressed the same day.
Best regards.
Customer Relations
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I feel that Pay Tel is just a big scam. I have been placed on hold and disconnected so many times it's crazy. Also when you get through, the representative places you on hold again. When you do get through to a representative they don't empathize at all. I believe that I was charged for phone calls that I didn't make. But I don't have much of a choice but to pay if I want to keep in touch.
Sorry for the problems you have encountered with our company concerning your account. We have been converting all of our internal accounting software to a new system last week and also this week. Regrettably the conversion has not gone as well as we had liked.
Our phone lines have been extremely busy during this conversion, the CSR's are available and assisting as many customers as possible. We are very sorry for the problems this has created for you.
If you will provide us with your phone number and PIN, we will research your account and get back with you. You can email your information to a manager at CustomerRelations@paytel.com and your request will be addressed the same day.
Please accept our apologies for this error.
Best regards.
Customer Relations
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I just recently started using Pay Tel in June. I have tried to get customer service on the phone several times with no luck. First I had to pay off money someone else owed when I opened the account and now I have to pay for dropped calls I didn't receive. When I complained all I got was a crappy remark that I had to receive the calls. This company has very lousy service.
they're still not very helpfull and very rude
they're still not very helpfull and very rude
We apologize for the confusion you have experienced with receiving calls from our company.
Peggy F., from your email address on My 3 Cents.com, we have determined your account number to be 540-465-XXXX. If this incorrect, please email us at CustomerRelations@paytel.com.
After reviewing your account our records show that you had 3 calls that was attempted but not completed at the times listed below. You were not charged for these calls:
5:05 pm
6:03 pm
6:05 pm
The calls listed below were accepted and had conversation. These are the only calls that you was charged for on this date:
5:53 pm 6 min.
6:06 pm 10 min.
6:17 pm 10 min.
6:31 pm 10 min.
8:14 pm 10 min.
Our customer service supervisor responded via email to you four times attempting to explain that you had not been charged for any attempted calls that were not completed.
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.
Customer Relations
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This service is the worst service I have ever encountered. I have been cut off several times before the 5 min. time limit is over. The lines are static. It's expensive, and very poor customer service oriented. I recommend getting rid of this service! Don't punish the families who have people in the prison system.
We apologize for any poor service you may have received from Pay Tel Communications. In your complaint you refer to “collect calls from prison” and to a “5 minute time limit”. Pay Tel does not provide inmate phone service to prisons. We only serve county and city confinement facilities. We also do not have any facilities where calls are limited to 5 minutes.
However we do wish to attempt to resolve your complaint if possible. To investigate your concerns please e-mail us your phone number and the name of the facility where your inmate is housed. You can e-mail us at: customerrelations@paytel.com
If the facility is served by Pay Tel we will investigate your complaint and listen to any disconnected calls. If the calls were wrongfully disconnected or there was poor transmission we will issue you a credit for all calls.
Thank you for your patience.
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JESUP, GEORGIA -- Disgusted; This company has the jail in Wayne Co. GA Locked Up. My MOM cannot receive calls from my DAD because suddenly a block comes from Pay-tel. Now, in order to get anything done, they want a 6-digit pin my mother knows nothing about. To get this pin, they want to use snail mail! Get with the times or out of our pockets.
We apologize for the frustration regarding your mothers PIN. When the account was established, the PIN was created by your mother. Regrettably, the PIN requirement is a recent federal mandate. We cannot discuss any account information with someone unless they have previously on their own established a PIN for security purposes so that when we speak with them we have the ability to ask them what their PIN is and thereby verifying we are talking to the person who has set up that account or owns that phone number.
When someone forgets their PIN, for security reasons we cannot give out the PIN that was created when the account was set up. To change a PIN, a person will need to fax or mail a copy of their driver's license and copy of their most recent telephone bill showing they are the responsible party. Also please include with the fax or mailed copy, a new 6 digit PIN that you wish to have as your PIN. The PIN cannot begin with a zero. Fax Number 1-800-776-8423.
If you are still having the problem with the block, please email us at CustomerRelations@paytel.com and we will be glad to look at the account. Please make sure to include with your email your name, address and phone number.
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.
Thank you.
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Let me just say the Lady I spoke to was very helpful and pleasant, her name was Wanda. Trying to reach her was a nightmare. On the website it gives you instructions on how to speak to a customer representative. It took me 45 minutes to get through. It cost me $25.00 for three calls. This is the biggest scam toward very vulnerable people. The state should not allow it they have a monopoly on this.
We regret your frustration concerning the rates for your collect calls. If you will provide your phone number with area code, we will be happy to check your account to make sure you are being charged the correct rate. With your prepaid account you do receive a discount on every call.
We are a certificated carrier in every state where we provide service and the rates we charge are regulated in most states. 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.
We regret your frustration and will be happy to assist you directly if you will send an e-mail to customerrelations@paytel.com
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We apologize for the frustration you have experienced with our company concerning your account. If you would please email us at CustomerRelations@paytel.com and provide us with your name, address, phone number and email address, so we can research the account.
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.
Thank you.
Customer Relations