Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company phone support not functional, hangs up after several rings Company website has no log in

  

  Business Response

  Date: 06/09/2025

  Dear Mr. **************** apologize for the frustration and inconvenience you experienced with Pay Tel the week of May 26, 2025. Pay Tel experienced a system outage on May 27, 2025, that impacted our business both internally and externally. This system outage had a wide impact. 
  
  Our tech support team was fully aware of the outage and worked with the facilities to deal with any concerns. It took some time for us to restore the system, and that was done slowly. We continued to prioritize the recovery of services and made every effort to bring everything back online promptly. 
  
  After reviewing your account, our records indicate that you made a successful payment of $50.00 on May 8, 2025.  This allowed you to receive messages and respond to messages with your loved one as of June 3, 2025.  Regarding your comment about a payment for $100.00, we do not have record of a payment for this amount, only the one payment mentioned earlier.
  
  Respectfully yours,

  
  **** *******
  Customer Relations Manager
  **********************

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It doesn't work! Has not worked at all for three days now. Their customer service number doesn't work. Their website doesn't work. There is no way to contact them and their system controls EVERYTHING in jail, phone calls, visitations, money, the tablets that are all that inmates are given to relive the boredom, loneliness and helplessness of being in jail and it's DANGEROUS and a violation of an inmates human rights to be able to contact the outside world. There are atrocities and cruel, negligent stuff that happens in jail and now the inmates are completetly shut off from any help should they need it.

  

  Business Response

  Date: 06/09/2025

  Dear Ms. ****************** apologize for the frustration and inconvenience you experienced with Pay Tel the week of May 26, 2025. Pay Tel experienced a system outage on May 27, 2025, that impacted our business both internally and externally. This system outage had a wide impact. 
  
  Our tech support team was fully aware of the outage and worked with the facilities to deal with any concerns. It took some time for us to restore the system, and that was done slowly. We continued to prioritize the recovery of services and made every effort to bring everything back online promptly. 
  
  After reviewing your account, our records indicate that you were successful with having contact with your loved one as of May 30, 2025.
  
  We thank you for your patience as we worked through these issues.
  
  Respectfully yours,

  **** *******

  Customer Relations Manager

  **********************

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My incarcerated loved one ******* ****** ** is locked up in the ********************* located in ************, ** where they have paytel phone service for calls and visits. When he got locked up I made an account on 2/12/2025 & was adding money to the prepaid account in which you have to add money first to use the services on 3/5/25 ******* tried to call my phone but couldn't get through. ****** had blocked my phone number and all phone and video visitation , messaging services to my number i called paytel to see why I was blocked and they asked me who was ********* ****** I do not know NO ********* ****** AND TOLD THEM THIS THEY STATED MY ACCOUNT IS LINKED TO HER ACCOUNT SOMEHOW AND THERE WAS A BALANCE OF $239 OWED ON THE ACCOUNT AND ALL SERVICES WOULD REMAIN BLOCKED UNTIL THE BALANCE IS PAID. I DO NOW HAVE ANY CLUE TO WHO A ********* ****** IS THEY THEN ASKED ME WHOS NUMBER WAS ************ WHICH WAS ONE OF MY OLD PHONE NUMBERS THAT GOT CUT OFF AFTER THE *** PROGRAM ENDED BACK IN ************************** JUNE 2024 I HAVE NO CONTROL TO WHO THE PHONE CARRIER GIVE MY NUMBER TO AND I HAVE NO CONTROL NOR DO I KNOW HOW SOMEONE CAN GO IN DEBT WITH PAYTEL BUT THIS NEEDS TO BE FIXED AS NOW THEY HAVE BLOCKED NOT JUST MY ACCOUNT BUT HIS MOMS ACCOUNT ******* ****** MY DADS ACCOUNT **** ***** SO MY HUSBAND HAS NO WAY TO CALL HOME AND NOW WERE NOT EVEN ALLOWED TO DO VISITS ON SITE IM NOT ALLOWED TO USE ANY OF THE COMMUNICATIONS SERVICES ****** OFFERS TO BE ABLE TO EASE THE TIME MY HUSBAND IS LOCKED UP I MEAN IM NOT EVEN ABLE TO USE THE PAY NEAR ME SERVICE USING CASH TO FUND THE ACCOUNT AND TALK TO ******* ****** OR SET UP ONSITE VISITS THEY KNOW WHO I AM AS I HAD TO UPLOAD MY PHOTO iD to ****** to use the services. I have paid in advance for any and all services ahead of time funding the prepaid account and have a positive balance on the account. Something needs to be done to make it where I can talk to my husband as I do not know the person have no idea who she is

  

  Business Response

  Date: 03/29/2025

  March 28, 2025
  
  Ms. ******* *****
  ************************************************************************
  
  Dear ************************ you for the inquiry and sorry for any inconvenience you experienced with Pay Tel and communicating with your incarcerated individual. 
  
  After reviewing all accounts associated with your phone number, we determined that one account *********** ******* ******) had a credit card dispute (chargeback) on it and is tied to you. Our records indicate that the card ending in #**** for cardholder **** ***** has been used on several associated accounts for ******* ****** and your Pay Tel account ***********),as well as the same incarcerated individual calling your accounts as well as Kathryns accounts.
  
  You mentioned when we spoke with you that you did not know this party, but after the account for ******* ****** was closed due to the dispute, then another account was created on for ******* ****** on March ****** using this same card #**** (**** *****) to make a payment.
  
  We hope this will help you understand the decision made concerning your accounts.  We are unable to allow additional accounts to be created after a dispute has been received and still receive our services with additional accounts owing monies.
  
  Respectfully yours,
  
  
  **** *******
  Customer Relations Manager
  **********************

   

  Customer Answer

  Date: 03/30/2025

   I am rejecting this response because:
  
  **** ***** is my father who i take care of and me nor him know a ******* ****** or whoever now on march 1 2025 he let me use his card on the ********** number for 10 dollars and my account is in my name ****** ***** when I first tried to sign up using the nunber ********** I was unable to I messaged ****** stating I just got this number on December 23 2024 after ordering a new phone thru spectrum with my internet service after messaging yall to find out why I wasn't able to use this phone number ********** yall responded back giving me the pin ****** and then it let me open an account I do not know anyone by the name of ********* ****** and neither does my father and I can provide proof of his bank statement card ending in ****************************************************************************** on the ****** ***** account and he will take charges on anyone that has fraudulently used his card or stole his card information or identity besides the times he has authorized me to use his card he has never called his bank and disputed any transaction through ****** and prior to him letting me use his card to pay make a payment of $10 +fees to my phone number ********** he has not made any purchases through ****** unless it was on his number ********** and his card would have been used back in 2023  that would have been during September 24, 2023-october 3rd when I was incarcerated at *********************. Now my old account phone number was ********** but I lost that number back in June of ************************************************************************************************************************************************************ anyone else's name as I solely swear I do not know anyone with the name ********* ****** and I will be contacting a lawyer because this is ridiculous as we do not know her I mean where is she from who she is or nothing can u please provide me the documents that had somehow got her associated with the accounts ****** ***** or **** ***** or my husband ******* ****** we are all from ************** and only recieve calls from ********************* we have never disputed any transaction or funds that have been used on paytel services and I can provide any and all bank statements and all transactions deposits and all account card info that is linked to card 1966 in **** ***** name to show that we have never disputed any paytel transaction on any account and also have never had a paytel transaction charge on our account for anyone other than myself ****** ***** and **** come as we do not know who this person is or anything about her I mean i wish I knew what county she had calls or made calls to maybe an address cause I'm in clueless of how to move further because I don't know this ********* ****** and also am not responsible for anyone else and she has never made a transaction with the card *************************************************************** anything that would have made us *** ****** please email me all documents 

  

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  Ms. ******* *****
  ************************************************************************
  
  Dear Ms. ******************* you again for your recent inquiry. After getting your response back, we continued to research the accounts associated with yours.  We have attached a screenshot of the two transactions using your fathers card (**** *****), showing the connection between accounts for you and her (******* ******).  Both transactions are identified as the same card as highlighted on the screen shots and reflect the two different accounts that the card was used on. We understand that this was not the card with the dispute, however, due to the connection of the cards used on both accounts.  We have policies in place that do not allow additional accounts to be established and paid with a credit/debit card when there is affiliation between the accounts.
  
  We hope this will help you understand the decision made concerning your account with the additional details we provided. 
  
  Respectfully yours,
  
  
  **** *******
  Customer Relations Manager
  **********************

  Customer Answer

  Date: 04/24/2025

   I am rejecting this response because:  

  Complaint ID # ********

   I just now was able to get a copy of my dad's bank statements and **************** has informed me that the transactions ****** has linked to me just because the card number started with ****** and ended with 1966 

  ********** does not make it my dad's account **** ***** & in no way is that the same account because on his payments the billing address is in name :**** ***** address ********************************************************** phone number ************* Email: ********************************************************************

  He only made one authorized transaction to ****** in the amount of $10 im am including his full bank statement to prove to paytel communications that myself ****** ***** or my dad **** ***** do not know who ********* ****** is and am in no way associated with her on her transactions ****** provided she listed a total different name address phone number for billing information is completely different along with ***** Fargo said the middle number that are xxxxxx do not match up to my dad's card number and by providing you with his complete bank statements you will see there have been no fraudulent unauthorized transactions on his account and we would ask that ****** remove any and all blocks they put on out accounts for the following phone numbers

  **********

  **********

  **********

  **********

  Or any other number or account yall blocked paytel

  as we have previously stated from the beginning we do know who the person is or anything about her besides what paytel has now told us her phone number email billing address and name are completely different and paytel has made a mistake by linking her account to my dad's by the first and last four digits do not make then the same 16 digit card numbers please relate the following bank statement to ****** to solve this issue as I would have responded sooner but we had to have the bankstatements  mailed to us 

  The transactions paytel provided for the other person were not made using my dad's banking account thank you   

  
  
  
  

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  Ms. ******* *****
  *************
  *********************
  
  Dear Ms. ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  Thank you again for your recent inquiry and we apologize for the frustration. After getting your response back, we again continued to research the accounts associated with yours.  We have attached a screenshot of the three transactions using your fathers card (**** *****), showing the connection between accounts for you and her (******* ****** phone number **********).  All three transactions are identified as the same card as highlighted on the screen shots and reflect the two different accounts that the card was used on. The card information reflecting the first six numbers and last four are dominantly what can be verified as the same card, using the same address and zip code. 
  

  As we explained previously, we understand that this was not the card with the dispute, however, due to the connection of the cards used on both accounts.  We have policies in place that do not allow additional accounts to be established and paid with a credit/debit card when there is affiliation between the accounts.
  
  We hope this will help you understand the decision made concerning your account with the additional details we provided. 
  
  Respectfully yours,
  
  
  **** *******
  Customer Relations Manager
  Pay Tel Communications, Inc.

  Customer Answer

  Date: 05/02/2025

   I am rejecting this response because:
  
  **************** said it is not the same accounts different addresses phone number email and name on card I do not know ********* ****** and have no association with her and have never disputed a transaction with ****** and never would I mean can I not atleast pay cash at the store only maybe on my accounts I just want to be able to talk to my loved one I mean we've never disputed and ***** Fargo said they can't share any info on her account but the my are two totally different accounts ill be glad to do a 3 way call between paytel and ***** Fargo to get this straightened out 

• Initial Complaint

  Date:01/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple dates, time, and transactions. They provide inmates with tablets that run off wifi these tablets allow them to call, text, and do video visits. I have emailed to complain about being charged when the connection was bad, many times I received no response and no credit. I escalated the situation and on 1/10/25 I was told by a supervisor that they would not credit me because those tablets are not meant for making calls and he needs to be calling me from the wall phones. When I asked her why the function was there she started over talking me, and flat out said that the services arent there for convenience or quality, and they would not be crediting me back. I was irate, as I had be trying for 3 days with no luck to be heard, acknowledged, credited or something with no response and this is ongoing. My ledger within their app changes randomly. And prior to speaking to this supervisor, the *** laughed in my ear about putting me on mute for close to ***************************************************************************** the quality of service, I am terminally ill, I dont know if I will ever get to see my loved one again, Im getting my $ taken for a service that cannot be used.

  

  Business Response

  Date: 01/21/2025

  Dear Mr. **************************** for the frustration and inconvenience you've had while using our services. We understand your frustration during this time, however the Wi-Fi connection that is available at the facility and your home and/or data during these calls/visits is not something that Pay Tel can control. We continue to strive to have the best connection to allow the calls/visits with your loved ones.

  We have reviewed your account and had a technician monitor your calls and/or visits. We have provided a summary of your account which reflects all activity (calls, video visits, messages, photos and payments). On the summary, we have highlighted the calls that were credited and also the date and amount that was applied. Based on the results we received, we provided a credit to your account three different times ($1.05 dated 10/7/24), ($2.27 dated 10/29/24) and ($1.66 dated 1/7/25) for calls.  

  We have continued to review your account in regards to the quality of the calls and/or visits and feel all others were satisfactory on both sides of the call/visit.  In some cases, we determined the connection on your side or the incarcerated individual, may have been bad which would have caused issues with the calls/visits especially when these were made using the tablet inside the facility. 

  We are hoping this will help you understand our decisions that have been made concerning your account.  We hope you continue to receive the calls/visits from your loved one without any issues.

  Best regards,
  
  **** *******
  Customer Relations Manager

  Customer Answer

  Date: 01/21/2025

   I am rejecting this response because: I have wifi suitable for VOIP calling with 150mbps download speed and 5mbps upload speeds, and 5G **************** as I am in the middle of town in a large urban area. Ive been given excuse after excuse and still have YET to receive credit or response in reference to the evening calls on the date the last credit you issued. A supervisor did however over-talk me and refuse credit because the tablet was being used and she cites the tablets aren't meant for calling however she could NOT give reason as to why the tablets have the feature offered if thats not what its for. Your customer service flat out refuses to answer inquiries, and flat out refuses to credit back for poor service that I paid for. If the facility internet doesnt meet the standards for your services to properly work, then you should hold them to technical standard requirement, and pull your services from that facility as it doesnt sound like your company can meet their needs, as their internet isnt suitable to run your devices and services. But deflecting the issues and blame shifting isnt refunding me for poor quality calls. At the end of the day, I pay *************** so whatever happens for that call not be of decent quality - is up to Pay Tel to make right. It makes your company look ridiculous, and I will absolutely be taking this further. My next complaint will be with the *** and FTC, and everywhere and anywhere in between. 
  
  
  

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business refuses to fix connection issues-I have been trying on my own for about 5-6 weeks.

  

  Business Response

  Date: 09/19/2024

  Dear Ms. ****************** for the frustration and inconvenience you've had using our services. The technicians made changes on how the calls were being dialed and also we advised you that your carrier may have placed a SPAM block due to the same number repeatedly calling you. After reviewing the attempts and continously working with our techicians, our records indicate that you have received three successful calls (9/12, 9/13 and 9/15) since this complaint was submitted to us. We are hoping this has resolved your issue and that you continue to receive the calls from your loved one without any issues.

  Please do not hesistate to reach out to us if you have additional concerns or questions.

  Best regards,

  **** *******

  Customer Relations Manager

  **********************

   

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone fraudulently tried to use my bank debit card to pay Pay Tel Communications. I called Pay Tel twice and both times they hung up on me while waiting to speak to someone about the complaint.

  

  Business Response

  Date: 07/12/2024

  Dear ******************:

  Sorry for any frustration with this transaction attempted with Pay Tel.  After speaking with you today, we have determined that your card was attempted to be used on an account with ********************** with a party that you are familiar with. We have blocked the account to stop future attempts with your card with our company.
  

  Hopefully we have resolved your concern.

  Thank you.

  ***********************

  Customer Relations Manager
  

• Initial Complaint

  Date:09/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They haven't resolved the problem they blocked my Patel account and others I made and linking my husband's aunts paytel with mine and they don't wanna do their jobs they just want money . This happened on 9/11/2023 from paytel communications inc

  

  Business Response

  Date: 09/22/2023

  We apologize for any frustration for the customer and her account. After reviewing the accounts, the current account listed for phone number ********** is tied to the alternate account **********. Both accounts are listed with the same name and address. We have blocked both accounts due to an outstanding balance owing on account ********** for a dispute that the customer contacted her credit card company for. Due to the name and addresses matching on the accounts, we are unable to allow the calls until the balance has been paid.  We would be glad to allow the calls for the customer as soon as we can collect this outstanding balance.

  Thank you.

  Dawn K******