Business Profile

Communications

ViaPath Technologies

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for ViaPath Technologies's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

736 total complaints in the last 3 years.
177 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/10/2024
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.
This outfit / establishment willing and knowingly steal from people that is already affected by the system and we have no option but to just sit and take the out right stealing. Several complaints being blatantly ignored and theft. First when vispath technologies switched from connect network there sister company they refused to give us our unused money and refused to transfer to the account we had with the so called sister company. I called and specifically asked them to transfer my unused money because it was not theirs to keep. We work hard and prison already puts a strain on the tax payers that are impacted. And now and over a year Ive been complaining about the phones just cutting out other inmates coming in my call and all of this is while my money is being deducted. The line does not clear it just steals our hard earned money and this is not acceptable. I have several recordings to back my claims up..
Business Response
Date: 02/01/2024
*** ************ ****** February 1, 2024
P.O.Box ****
Florence, SC *****
**************
Email: ***************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: ************************* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that this outfit / establishment willing and knowingly steal from people that is already affected by the system and we have no option but to just sit and take the outright stealing. Several complaints are being blatantly ignored and theft. First when ViaPath Technologies switched from ConnectNetwork, their sister company, they refused to give us our unused money and refused to transfer to the account we had with the so-called sister company. I called and specifically asked them to transfer my unused money because it was not theirs to keep. We work hard and prison already puts a strain on the taxpayers that are impacted. And now and for over a year I've been complaining about the phones just cutting out other inmates coming in my call, and all of this is while my money is being deducted. The line does not clear, it just steals our hard-earned money, and this is not acceptable. I have several recordings to back my claims up.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed that a refund of $12.75 was successfully submitted and processed back to the original method of payment ending in ****, in April 2023 as requested. This was the remaining balance on the Friends and Family prepaid account ending in ****.

Regarding lines being crossed during phone calls, please note that calls are charged on a per-minute basis and therefore when the calls are interrupted as stated within the complaint, ViaPath encourages Friends and Family to disconnect the line to halt billing. ViaPath has been made aware of the reported issues and is continuously working to reduce these interferences that cause the phones lines to be crossed.

We regret **************** has not had a great experience in using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Customer Answer
Date: 02/05/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Regards,

*************************
Initial Complaint
Date:12/31/2023
Type:Customer Service 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.
I have a new telephone number! All I'm trying do is transfer my old balance off 9.86 from ********** to my new number ********** and I keep getting the run around sitting on the phone for hours with no resolution
Business Response
Date: 01/24/2024
******************************; January 24, 2024
***************************************
N Charleston, SC *****
**************
Email: *********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: *************************** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer *************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I have a new telephone number! All Im trying do is transfer my old balance off **** from ********** to my new number ********** and I keep getting the run around sitting on the phone for hours with no resolution.

Upon review of the complaint to address the concerns outlined, ViaPath confirmed the request to transfer the balance of $9.86 attached to the prepaid Advance Pay account ending in ****. The request was successfully completed and the balance of $9.86 has been transferred to the prepaid Advance Pay account ending in ****. Please note that ViaPath offers a one-time courtesy funds transfer between prepaid Advance Pay accounts and should there be a need to transfer funds again, a refund would be offered in place of the funds transfer request.

ViaPath regrets the delay in processing the initial request; however, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Customer Answer
Date: 01/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:12/27/2023
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.
I have emailed multiple times as my phone number cannot access the live agents. The reply I get is the same, to call, which I do, and get the same options, but no options for a live agent. I would like a refund of my balance which I have requested multiple times. The balance is $44.93.
Business Response
Date: 01/11/2024
January 11, 2024

*****************************
New Jersey *****
**************
Email:******************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: ************************* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I have emailed multiple times as my phone number cannot access the live agents. The reply I get is the same, to call, which I do, and get the same options, but no options for a live agent. I would like a refund of my balance which I have requested multiple times. The balance is $44.93.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed an available balance on the prepaid Friends and Family account ending in **** of $44.93.
As requested, ViaPath submitted and successfully approved the refund for the amount referenced to be refunded back to the original method of payment ending in **** as of January 11, 2024. Please allow 5-7 business days for the refund/credit to appear.

ViaPath regrets the delay in processing the refund as requested; however, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly via email.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Customer Answer
Date: 01/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:12/26/2023
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 have a son that's been incarcerated for the first time and I'm using your service. I always use my ***** card to pay for the phone calls recently. Gtl put a block on my number saying that my card was falsely used which is incorrect. This is a *****, prepaid card that I add money on weekly to receive calls from my son there are no disputes on my card $10.36 that Gtl said it was a dispute on my card. they made me pay $10.36 and they charge me nine dollars to take the block off my phone which was a total of $21.30 and the block still was on my phone that I couldn't use that card anymore It took me almost 7 hours going back-and-forth with them for them to then tell me that I have to start sending my money through ************* I could no longer use a debit card which I only used to pay a dollar to add money versus pay $6.95 Every time I add money to the phone, I didn't call by Gtl customer, service and asking. Can I open up an investigation to see where was this dispute? Come from two representative advised me that I can't open up the investigation because that is dispute on my car is not with GT I which doesn't make sense. I told the representative if there is no dispute with Gtl Y they block on my phone number. I have no dispute on this prepaid card that I have which is *****. I didn't offered to send in my report showing all my transaction on my ***** statement we representative decline for me to do so saying that there is nothing can be done for now on. I have to pay ************* to pay cards cause I have a block on my car and I can't use my card so I want to know why is there a block on my phone from using this debit card is there is no dispute with Gtl this matter need to be corrected because I can't afford to pay $6.95. Every time I put money on my ***** card versus paying a dollar to add minutes on the phone. if this situation is not corrected properly, I would have no choice but to seek other alternatives I have read several complaints with your company about families that have inmates incarcerated are being treated poorly with this communication service which is not fair something needs to be done to resolve my issue immediately
Business Response
Date: 01/18/2024
January 18, 2024

*********************************
*********************************
Orlando, Fl ********
**************
Email:**************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: ***************************** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ***************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that an erroneous block has been added to her prepaid account and although she paid the debt owed of $21.30, she is still unable to process credit/debit card transactions.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed a deposit of $19.00 was successfully processed and applied to the Advance Pay prepaid account ending in **** on November 28th, 2023. On December 14th, 2023, ViaPath received a chargeback for the transaction referenced resulting in a credit/debit card block on the credit/debit card ending in ****. As stated, the balance owed was repaid via guaranteed funds and the credit/debit card block was disabled, however, the debit/credit card ending in **** is blocked indefinitely and a new credit/debit card must be used to resume processing transactions electronically.

ViaPath regrets that ****************** did not have a positive experience using our services; however, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:12/22/2023
Type:Product 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.
Many years I have been forced to use these services due to ********** prison system and a bias company selection. My calls drop My calls are static and silenced Constant recording such as third party Constantly taking money when text or calls are not made Forced deposit when nit needed when contacting company-0 response No return calls, email or request forms are never answered Prison blames co My son has no contact due to these issue Cannot request reset Cannot access account due to failed customer service Will not allow me to enter amount below Keeps forcing me to enter no more than $30. Entered as 30 30.00 I have spent way over 5000.00
Business Response
Date: 01/23/2024
**. ************************************ January 23, 2024
P.O.Box **
*****,** *****
**************
Email: *************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: ************************* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that for many years I have been forced to use these services due to ********** prison system and a bias company selection. My calls drop My calls are static and silenced Constant recording such as third party. Constantly taking money when text or calls are not made Forced deposit when nit needed when contacting company-0 response No return calls, email or request forms are never answered Prison blames co My son has no contact due to this issue Cannot request reset Cannot access account due to failed customer service Will not allow me to enter amount below Keeps forcing me to enter no more than $30.Entered as 30 30.00 I spent way over 5000.00

Upon review of the complaint to address the concerns outlined, ViaPath confirmed the prepaid Advance Pay account ending in **** is active and calls originating from ******-*************State Prison are successful as recently as January 22,2024. Phone calls for *************** Department of Corrections are at no charge for Friends and Family or the resident, and therefore we recommend that if you are experiencing issues with calls to disconnect the line and report these issues with the date(s) and time(s) to be investigated and escalated for repair as needed. Please also note ViaPaths Policy Checklist stating that Cell phone/VOIP setup at own risk as we cannot guarantee connectivity.

ViaPath provides resources for the residents to report issues experienced with the product and services offered, by opening Grievance request to have those issues addressed in a timely manner.

Regarding the messaging service, please note that although ViaPath offers messaging services, the facility staff is solely responsible for the approval and denial of said messages sent and received. If you are experiencing issues with video visits, we encourage you to report said visits with the Visit ID#, date, and time of the visit, within 30 days of the visit to be reviewed for credit(s)/refund(s) where applicable. Customer Service is available 24/7 at ************.

ViaPath offers a variety of ways to process a transaction. This information can be found via our website at ************************************************.

ViaPath regrets that **************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:12/22/2023
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.
There are countless issues with the GTL getting out tablets every single day for me as well as others. We are charged to speak with loved ones but the communication is unreliable. -Cheap chargers and headphones that break in a week and cant get a hold of anyone to replace them for weeks/months. -Tablets kick people out of their video visits at 40% charge.-Calls drop every single day -Apps for phone calls and messaging wont even open and when they do, they wont even load.-Tablets wont hold charge at all -Phone calls merge with other prisoners/family members of prisoners -When issues are reported GTL viapath says its the prisons fault. -Phones connected to kiosks break and wont get replaced/fixed for 6+ months. -Messages disappear after being sent even though you get charged for them -Messages constantly get stuck on pending.-No contact back from GTL after filling out complaint forms
Business Response
Date: 01/23/2024
**************** ****** January 23, 2024
******************************** Unit *
*******,** *****
**************
Email: **************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: ************************* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that there are countless issues with the GTL getting out tablets every single day for me as well as others. We are charged to speak with loved ones, but the communication is unreliable. -Cheap chargers and headphones that break in a week and cant get a hold of anyone to replace them for weeks/months. -Tablets kick people out of their video visits at 40% charge.-Calls drop every single day -Apps for phone calls and messaging wont even open and when they do, they wont even load. -Tablets wont hold charge at all -Phone calls merge with other prisoners/family members of prisoners -When issues are reported GTL ViaPath says its the prisons fault. -Phones connected to kiosks break and wont get replaced/fixed for 6+ months. -Messages disappear after being sent even though you get charged for them -Messages constantly get stuck on pending. -No contact back from GTL after filling out complaint forms.

Upon review of the complaint to address the concerns outlined, ViaPath provides resources for the residents to report issues experienced with the product and services offered, by opening Grievance request to address issues in a timely manner. Regarding the messaging service, please note that although ViaPath offers messaging services, the facility staff is solely responsible for the approval and denial of said messages sent and received. If you are experiencing issues with video visits, we encourage you to report said visits with the Visit ID#, date and time of the visit, within 30 days of the visit to be reviewed for credit(s)/refund(s) where applicable. Customer Service is available 24/7 at ************.

Phone calls for ************************************ are at no charge for Friends and Family or the resident, and therefore we recommend that if you are experiencing issues with calls to disconnect the line and report these issues with the date(s)and time(s) to be investigated for and to be escalated for repair as needed. Please also note ViaPaths Policy Checklist stating that Cell phone/VOIP setup at own risk as we cannot guarantee connectivity.

ViaPath regrets that **************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that *** arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Customer Answer
Date: 02/12/2024
This was the response to me regarding all the issues with viapath with my responses:
-ViaPath provides resources for the residents to report issues experienced with the product and services offered, by opening Grievance request to address issues in a timely manner./ I have reported these issues to customer service multiple times and this has solved nothing. My fiancé has put in multiple “tickets” and gotten no response or no improvement.
-Regarding the messaging service, please note that although ViaPath offers messaging services, the facility staff is solely responsible for the approval and denial of said messages sent and received./It is not an issue with staff. Only messages are supposed to be “pending” if they have certain words in them. The messages frequently all get flagged as pending for hours at a time. The prison does not have the staffing set up to read through and approve every message because this is not how the tablets are supposed to function. We have asked them multiple times if they can fix it and are told they have no control over it. Also, the messaging app completely shuts down for hours every single day so the inmates cannot even open it. This is clearly not an issue with prison staff. This has caused increased tension between the staff and the inmates, because just like your response all we hear is it’s the prison from viapath and it’s viapath from the prison yet nothing gets fixed.
-If you are experiencing issues with video visits, we encourage you to report said visits with the Visit ID#, date and time of the visit, within 30 days of the visit to be reviewed for credit(s)/refund(s) where applicable. Customer Service is available 24/7 at ###-###-####./ so every single day I am supposed to request a refund until it gets fixed?

-Phone calls for California Department of Corrections are at no charge for Friends and Family or the resident, and therefore we recommend that if you are experiencing issues with calls to disconnect the line and report these issues with the date(s) and time(s) to be investigated for and to be escalated for repair as needed. Please also note ViaPath’s Policy Checklist stating that Cell phone/VOIP setup at own risk as we cannot guarantee connectivity./ The calls being free is not a gift from one of the highest paid companies in the US, it’s free because the government told you you can’t charge us because it’s unethical. You signed a contract saying you are supposed to provide a service which you are failing to do. This was never an issue prior to the inmates being issues the GTL tablets so why is it an issue now? And why do you not care to fix it??
-In regards to the headphones and chargers which was completely ignored: they keep breaking and getting stolen because everyone is so desperate for them. They are considered state property, we cannot buy more whenever we want. So we are supposed to be issued new ones when we need them, and they are always supposed to be accounted for. Yet nobody comes to bring them chargers or headphones.
Initial Complaint
Date:12/21/2023
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.
This company charges for services and doesn’t deliver service. I pay for text message videos and photos to go to my husband and he never receives them. They are only pending on my end I have received confirmation from the facility that there is nothing pending for my husband. Also my husband has paid them for pictures to be printed and sent to him and they never produced the photos. They are committing fraud and theft.
Business Response
Date: 01/09/2024
January 9, 2024

***********************
************************
Wasco, CA *****
**************
Email: **********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: ******************* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ******************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that this company charges for services and doesn’t deliver service. I pay for text message videos and photos to go to my husband, and he never receives them. They are only pending on my end I have received confirmation from the facility that there is nothing pending for my husband. Also, my husband has paid for pictures to be printed and sent to him and they never produced the photos. They are committing fraud and theft.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed that there are currently 45 total messages pending dating back to 05/29/2023. Although ViaPath provides the messaging service, ********** Department of Corrections and Rehabilitation (*DCR) facility staff is solely responsible for approving and denying messages in addition to printing and providing pictures as purchased.

ViaPath regrets that *** **** has not had a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly via email.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:12/14/2023
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.
This is a ongoing issue that many have and cant resolve. I have been charged for services I did not recieve. Photos, Videos, Calls will drop, the timer will keep ticking so you can be charged. This is one of the worse providers when it comes to connecting you with a loved one. I have not been reinbursed anything. You always get the system is down, we dont offer refunds, When I explain the facilty said they are a outside agency hired to provide a service. They say oh let us create a ticket and then they closed the ticket saying nothing is wrong. They dont provide resolutions to the issues they past you around, leave you on hold.I fill the main objective is to get rich at the customers expense
Business Response
Date: 01/17/2024
*** ***** *** January 17, 2024
NJ *****
###-###-####
Email: *****************@*******.com

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: ***** *** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ***** *** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that this is an ongoing issue that many have and can’t resolve. I have been charged for services I did not receive. Photos, Videos, Calls will drop, the timer will keep ticking so you can be charged. This is one of the worst providers when it comes to connecting you with a loved one. I have not been reimbursed anything. You always get the system down, we don’t offer refunds, When I explain the facility said they are an outside agency hired to provide a service. They say oh let us create a ticket and then they closed the ticket saying nothing is wrong. They don’t provide resolutions to the issues they pass you around, leave you on hold. I feel the main objective is to get rich at the customer’s expense.

Upon review of the complaint to address the concerns outlined, ViaPath made attempts to locate the specific prepaid account connected to the email address and phone number listed within the complaint and were unsuccessful in our attempts to review the issues reported. Please note that although ViaPath offers messaging services, the facility staff is solely responsible for the approval and denial of said messages sent and received. If you are experiencing issues with video visits, we encourage you to report said visits with the Visit ID#, date and time of the visit to be reviewed for credit(s)/refund(s) where applicable. Customer Service is available 24/7 at ###-###-####.

Phone calls are charged on a per-minute basis, and therefore we recommend that if you are experiencing issues with calls to disconnect the line to discontinue billing and report these issues with the date(s) and time(s) to be investigated for credits/refunds and to be escalated for repair as needed.

ViaPath regrets that *** *** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
***************@viapath.com
www.viapath.com
Initial Complaint
Date:12/12/2023
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.
Went online to try and set up a phone account for my brother GTL had posted online that they had the cheapest rates and you just needed to have a special number. I signed up and got the special number and when it was used it does not work. Requires me to pay again each time. This was not what was promised or what I payed for. Now they tell me that I have to set up an account at the Jail and pay there also while using thier number. If that is the case I do not need thier services and the way they are selling it is shady and borderline illegal. since they do not tell you that you need anortther account and have to apy 2 times for thier service
Business Response
Date: 01/05/2024
**************************; January 5, 2024
*** ***********
Maumelle, AR *****
**************
Email: ****************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

RE: *********************** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer *********************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I went online to try and set up a phone account for my brother GTL had posted online that they had the cheapest rates and you just needed to have a special number. I signed up and got the special number and when it was used it did not work. Requires me to pay again each time. This was not what was promised or what I paid for. Now they tell me that I have to set up an account at the Jail and pay there also while using their number. If that is the case, I do not need their services and the way they are selling it is shady and borderline illegal. since they do not tell you that you need another account and have to pay 2 times for their service

Upon review of the complaint, GTL/ViaPath was able to confirm an active Advance Pay (prepaid) account ending in ****, however, there is no available balance to accept prepaid/free calls from ********************************************* - VA. ViaPath bills for calls on a per-minute basis according to the rates enforced by the FCC. This can be confirmed by visiting our website, *********************************************************************.

ViaPath,formally known as Global Tel *Link, has no affiliation with any company that offers a special number to accept calls as we do not honor or sell unlimited calling plans, nor is there a need to obtain a new number to accept said calls as the number that belongs to the customer, cellphone or landline, can be activated for calls by adding prepaid funds to the telephone number in which you are expecting calls on. GTL/ViaPath is confirmed to be the phone provider for the facility referenced previously. This information can be verified by contacting our Customer Service at ************, available 24/7, and our website referenced above. There are other companies with similar names to Global Tel *Link that advertise an unlimited calling plan for a fee, providing a telephone number to the customer to accept those calls. They are then redirected to Global Tel *Link/ViaPath to register the number and add prepaid funds to receive calls. These companies are on websites such as www.GlobalTel.net among others.

We regret the inconvenience that this has caused. Considering the explanation outlined, we anticipate that this will close this complaint, as it should be redirected properly to the correct company. Should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:12/10/2023
Type:Product 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.
Ongoing issues during video visitation hosted by GTL. Connectivity issues, no audio, no visual, delayed audio and/or visual, restarts required but not always successful. Multiple conversations with case workers on the hotline were not successful. I was told a refund can only be issued once the video quality is poor, no refund for audio issues. In these visits the quality (audio/video or both) was so poor that either no conversation was possible or only partly. Nov, 15th 9:00-9:50am ID: ****** Nov, 22nd 2:00-2:50pm ID: ****** Nov, 27th 2:00-2:50pm ID: ******* Dec, 9th 2:00-2:50pm ID: ******* Dec, 9th 3:00-3:50pm ID: ******* I pay a lotta money every month to book visits and I don't complain easily but there are barely any visits working properly and in these cases a refund would be appropriate. My requests via email or phone were not replied to or it took months to get back at me. I don't know who else to contact.
Business Response
Date: 01/08/2024
**. *********************** January 8, 2024
****** *************
Flensburg, WV *****
**************
Email: *****************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania
RE:*************** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer *************** contacted the BBB of Metro ************* & Eastern ************ citing ongoing issues during video visitation hosted by GTL.Connectivity issues, no audio, no visual, delayed audio and/or visual, restarts required but not always successful. Multiple conversations with case workers on the hotline were not successful. I was told a refund can only be issued once the video quality is poor, no refund for audio issues. In these visits the quality (audio/video or both) was so poor that either no conversation was possible or only partly. Nov 15th 9:00-9:50am ID: ****** Nov 22nd 2:00-2:50pm ID: ****** Nov, 27th 2:00-2:50pm ID: ******* Dec, 9th 2:00-2:50pm ID: ******* Dec, 9th 3:00-3:50pm ID: ******* I pay a lotta money every month to book visits and I dont complain easily but there are barely any visits working properly and in these cases a refund would be appropriate. My requests via email or phone were not replied to or it took months to get back at me. I dont know who else to contact.

Upon review of the complaint to address the concerns outlined, ViaPath confirmed audio and video issues causing interruptions in the following visits which have been successfully refunded back to the original method of payment, per credit/debit card ending in 5264.
Visit ID#*********/15/2023- $10.00. (1 visit)
Visit ID#**********/09/2023-$10.00. (2 visits)

The following visit was canceled by the facility and therefore was not charged.
Visit ID#**********/27/2023.

The following visit was not refunded due to mutual goodbyes, although there was some interference, the visit was completed.
Visit ID#*********/27/2023.

Going forward, should you continue to experience issues that prohibit you from having a successful visit, please contact our **************** to report these issues within 30 days of the visit to be reviewed and credited where applicable.

We regret Ms. ******* has not had a great experience using our products and services, however, we remain willing to continue to improve our services and address issues that *** arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com

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