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:12/13/2024

  Type:Delivery 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.

   
  Complaint: 22684772
  
  I am rejecting this response because:  VendEnngine is fronting for this bogus operation and raking in outrageous fees, but they refuse to disclose who their contacts are within the operation behind their privacy shield.  If they are takking our money, tell us who the bogus operators are and their contact information
  
  Sincerely,
  
  ***** ********ase let you know when there gonna have a pair of shoes we can order or put them on back order till they have them 1 lady in here has been waiting for 3 months for shoes but i just seen a lady have a pair of the same shoes thats why we ordered them spacific pair."But this company will not provide customers any information on their inventory (like a legitimate business would do). So we have to reorder and reorder and reorder and pay this exxcuse for a business a $5.95 fee plus a 4% creditcard fee with each reorder only to learn later that the merchandise was nver available, and then wait a few weeks for a refund. This problem extends to TVs, cosmetics, warm clothing for winter wear as well as to shoes. In December, they quit notification to buyers of how orders were processed (or not processed)

  Business Response

  Date: 12/23/2024

  We appreciate your feedback. Although we oversee the transaction process and payment handling, the third-party commissary vendors contracted by the ****** are responsible for the availability and delivery of merchandise. We recognize that this separation can be frustrating when issues occur, but it's essential to understand that we do not have direct control over inventory or order fulfillment. We apologize for any inconvenience.

  Business Response

  Date: 12/30/2024

  Dear ***** ********,

   

  I hope this message finds you well.
  
  We have forwarded your contact information and concerns regarding your complaint to our partner, who will reach out to you to address your issue. We do not have an exact estimation of when someone will contact you on this matter. 
  
  Best regards,

  Correct Pay Management

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22684772
  
  I am rejecting this response because:

  The "business entity" that VendEngine is in collision with and that they asked to contact me was never identified (is it Aramark, Union Supply, Access, ******, Strada & Associates?) and thefirm never contacted me as requested.  VendEngine knows who it is and would identify it and their contacts there if it was a legitimate bsiness arrangement.  But it seems to be a scheme to rip off family and friends of prison inmates by offering phantom merchandise that they never deliver and for which VendEngine scoops repeated "processing fees" of $5,95 per order when barely 10% of an order is fulfilled aas in the attached invoice.  This phony enterprise has not processed any orders at all for more than the past two weeks.

  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 22239462
  
  I am rejecting this response because:   If this company is raking in these fees (credit card feed and their per-order fee), they should take responsibility for the merchandise being purchased.  At a minimum, they should be able to advise customers when the order is being taken whether the items are actually availabale for sale.  It does the customer no good to pass the responsibility on to some other entity that VendEngine has sole contact with and the customer has no way of contacting.  If they are raking in these fees, they need to assume some responsibility that this third party entity (whataever it is) is a responsible entity.
  
  Sincerely,
  
  ***** ********n stock, they should tell the customer so at the time of purchase--or back-order the items and send them when they are in stock. And if their operation is so ill-equiped to handle packages, they should refund their $5.95 per order fee as well as the credit card fee on any order they can not fill in its entirely. Complaints to the TN Commissioner of Corrections fall on deaf ears. He has demonstrated his administrative incompetence up in the *********/****** comples where the federal *** has had to step in.I think the BBB should investigate this bogus operation. If they can't supply the merchandise on their website, and continue to ignore their inability to stock listed merchandise, they should be but out of business.

  Business Response

  Date: 09/16/2024

  Dear Mr. ********************** you for bringing your concerns to our attention through the Better Business Bureau. We take all feedback seriously and appreciate the opportunity to address your complaint regarding commissary product restrictions, refunds, and product availability.
  
  Refund of Fees
  
  We understand your concern about the non-refund of fees when a refund is issued. Our current policy states that fees related to shipping and handling, as well as fees related to credit card processing, are non-refundable as they cover the administrative and service costs incurred during the original purchase. While we strive to ensure transparency regarding our refund process, we will review this aspect of our policy to see if additional clarity can be provided at the time of purchase. In some cases, if a fee refund is appropriate, we can address this on a case-by-case basis.
  
  Stock Availability
  
  Regarding your concerns about items being out of stock by the commissary provider, we sincerely apologize for any inconvenience this may have caused. We understand how frustrating it can be when items you want are unavailable. While ************** is the payment processor for the ** DOC Family and Friends Property Program and Standard Commissary Program, we do not manage the commissary warehouses and inventory. We have shared your concerns with the commissary company and they are working closely with their suppliers to improve stock availability and reduce out-of-stock occurrences.
  
  Commissary Restrictions
  
  The Commissary Restrictions of $65/inmate/month for the Property Program (with some limited exceptions on certain items) and $125/inmate/week for the Standard Commissary Program are set forth by the ** DOC. Our site is set up to comply with those restrictions accordingly.
  
  We value your business and are committed to improving our services. Should you have any further questions or concerns, please do not hesitate to reach out to our customer service team directly at ************. We are happy to work with you to find a suitable resolution.
  
  Thank you again for your feedback. We look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  Crystal 
  Customer Service Supervisor
  Correct Pay Support
  

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory as I am likely to get from this company,  If they are fronting for some other company/vendor, I wish they would provide us contact information for that vendor so we can express our grievances directly and make known to the BBB that these are not reputable operations.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/25/2024

  Dear *****,
  Thank you for your feedback and for sharing your concerns regarding your recent experience. We sincerely apologize for any frustration you may have encountered.
  At ******************, we strive to provide a seamless and transparent purchasing experience for all our customers. We would like to clarify our role in the transaction process and the services we offer.
  Via our ************** website, ****************** acts as a platform provider, facilitating transactions between customers and third-party vendors for the ** DOC Family and Friends Program. While we manage the transaction process, including payment handling (hence the credit card processing and shipping and handling fees), the availability and delivery of merchandise are managed by the third-party commissary vendors, contracted by the ******. We understand that this distinction can be frustrating when an issue arises, but it is important to note that we do not have direct control over the inventory or fulfillment of orders.
  That said, we take your feedback seriously and have communicated your concerns with the vendor in question to improve their warehouse inventory. Additionally, we have updated the verbiage on our website to better explain to customers how the order fees and refunds work.
  Thank you for bringing this matter to our attention. We are committed to improving our services and will take steps to ensure a more consistent experience for our customers.

  Sincerely,

  Crystal 

  Correct Pay Supervisor

• Initial Complaint

  Date:07/24/2024

  Type:Order 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.

  VendEngine sent us a email showing approval and account has been verified. Yet, still cannot send funds to inmate.

  Business Response

  Date: 07/24/2024

  Dear *******************,

  We have reached out to you by phone today 7/24/24 and we explained that even though your account was set up successfully, the *** has not yet approved you as a depositor as of today. We tried to inform you that if you did in fact fill out a visitation form on the *** website and send it to the appropriate address the process can take up to 30 days for *** to approve the application in order for you to make Commissary deposits. You are able to call the facility your resident resides and speak to the classification officer. You then stated that you have the *** involved in this matter and hung up the phone. We unfortunately cannot bypass the rules and policies set by the ***. 

  If you have any further questions, please reach out to our customer service at ************. 

   

  Thank you,

  Customer Support Supervisor

• Initial Complaint

  Date:03/17/2024

  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.

  They keep trying to charge my card after they already got paid what I sent. And there seems to be no stop to it. If I didn't have my Card locked then they would have charged me for funding someone's inmate account a second time today. And I just only wanted to fund it once. It's like they are trying to steal my money. It's quite ridiculous. Especially for those of us that are barely struggling to pay our own bills. And help our loved ones while they are incarcerated.

  Business Response

  Date: 03/18/2024

  Hello ******,

  I have just reached out to you by phone and there was no answer. I did however leave you a voicemail. I have searched our system for any indication of a duplicate or multiple transactions with card ending in 0994 and I can only find one transaction which was on 3/16/24 for the resident *********************** at ****** Co, ** facility. We would be happy to speak to you if you have any additional information on a duplicate transaction. Please call us at ************. 

   

  Thank you,

  Support at Correct Pay

• Initial Complaint

  Date:12/11/2023

  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.

  i accidentally blocked my inmate , his inmate number is ********* hes at **** ************* name is ********************************* , my account name is *****************************

  Business Response

  Date: 12/11/2023

  Hello ******,

  We reached out this morning on 12/11/23 in response to unblocking your phone number from this residents account. We have removed the block for you. In the future we do ask that you give us time to respond to voicemails as our policy is we return your call within one business day. 

   

  Thank you,

  Customer Service Support

• Initial Complaint

  Date:11/28/2023

  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.

  Im trying to unblock an inmate , I keep calling and receiving the voicemail. I have left several messages and no one returned my messages or unblocked the inmate. This company should have it whereas as I can unblock it online myself.

  Business Response

  Date: 11/28/2023

  Hello,

  We have just spoke on the phone and we were able to unblock your inmate. We ask that in the future you give us one business day to return your call. 

  Thank you,

  Customer Service Support

• Initial Complaint

  Date:11/27/2023

  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.

  My debit and credit cards are being restricted for payment..wondering why this is a issue..thanks

  Business Response

  Date: 11/28/2023

  Hello,

  I see a customer service representative was able to resolve this issue over the phone on 11/27/23. Let us know if you have additional issues by calling our customer service number at ************. Please allow one business day for us to return your call. 

   

  Thank you,

  Support at Correct Pay

• Initial Complaint

  Date:10/27/2023

  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.

  I need an individual unblocked as they were blocked by mistake. There's no option to do so myself and I can not reach a live person to help. I have called customer service and left 2 voicemails and I have emailed. No response.

  Business Response

  Date: 10/27/2023

  Per our records we show we have contacted you and unblocked your number on the inmates account. We responded back to your voicemails within 30 minutes. When you call and leave a voicemail it informs you that a representative will back within one business day.

• Initial Complaint

  Date:10/18/2023

  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.

  I accidentally blocked an inmate and can't unblock him now. His name is ******************* and he's at gallia county **** jail

  Business Response

  Date: 10/18/2023

  Mrs. ****,

  We have unblocked your email from your residents account. However, I don't see that you called our customer service number to get this resolved. If you need assistance in the future, please either call us at ************ or email us at **********************. 

   

  Thank you,

  Support at Correct Pay

• Initial Complaint

  Date:10/09/2023

  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.

  On 8/18/2023, ********************** told me I had to use the Kiosk in order to talk to my son who was temporarily incarcerated. I deposited on that $50 with a $2.74 processing fee and $2.00 deposit fee. After he was released, a balance of $39.34 still sits on the account. I have tried numerous times to get this money refunded with no success.

  Business Response

  Date: 10/09/2023

  Dear ******,

  We have reached out to you today 10/9/23 by phone, and a customer service representative left you a voicemail. We also sent you an email to *********************** Please feel free to email us back if you have any questions. 

  You will need to contact CPC directly as they are the phone company and have these funds. We are a money transferring service, we don't hold onto these funds. Once you make the deposit through us your funds are sent to the phone company to fund the phone account.

  Let us know if you have any further questions.

  Thank you,

  -Correct Pay