Business Profile

Communications

ViaPath Technologies

This business is NOT BBB Accredited.

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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

737 total complaints in the last 3 years.
176 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:07/06/2023
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.
ON MAY 25TH 2023 I APPLIED $25 TO AN INMATE ACCOUNT. AFTER APPLYING THE FUNDS, I CALLED THE CUSTOMER SERVICE AND WAS TOLD THIS WAS THE WRONG PHONE SYSTEM FOR THIS COUNTY JAIL AND I WOULD RECEIVE A REFUND IN 10 TO 20 DAYS. AFTER THE 20 DAYS I HAD NOT RECEIVED A REFUND SO I CALLED BACK AND WAS TOLD IT WOULD BE 2 T0 4 WEEKS BEFORE I WOULD RECEIVE THE REFUND. AFTER 4 WEEKS I CALLED AND WAS TOLD THE REFUND ISSUE HAS BEEN ESCALATED AND I WOULD RECEIVE MY REFUND IN 3 TO 7 DAYS. AFTER 8 DAYS I CALLED AND EVEN ASKED TO SPEAK TO A SUPERVISOR AND WAS TOLD THIS TIME THAT IT WILL TAKE 3 TO 4 WEEKS FOR A REFUND. AT THIS POINT I DONT THINK I WILL EVER GET MY REFUND AND I AM TIRED A FRUSTRATED WITH MAKING THESE CALLS.
Business Response
Date: 07/10/2023
**. ****************************************** July 10, 2023
**** ***********************************
Chicago, IL *****
**************
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 ON MAY 25TH 2023 I APPLIED $25 TO AN INMATE ACCOUNT.AFTER APPLYING THE FUNDS, I CALLED THE CUSTOMER SERVICE AND WAS TOLD THIS WAS THE WRONG PHONE SYSTEM FOR THIS COUNTY JAIL AND I WOULD RECEIVE A REFUND IN 10 TO 20 DAYS. AFTER THE 20 DAYS I HAD NOT RECEIVED A REFUND SO I CALLED BACK AND WAS TOLD IT WOULD BE 2 T0 4 WEEKS BEFORE I WOULD RECEIVE THE REFUND. AFTER 4 WEEKS I CALLED AND WAS TOLD THE REFUND ISSUE HAS BEEN ESCALATED AND I WOULD RECEIVE MY REFUND IN 3 TO 7 DAYS. AFTER 8 DAYS I CALLED AND EVEN ASKED TO SPEAK TO A SUPERVISOR AND WAS TOLD THIS TIME THAT IT WILL TAKE 3 TO 4 WEEKS FOR A REFUND. AT THIS POINT I DONT THINK I WILL EVER GET MY REFUND AND I AM TIRED A FRUSTRATED WITH MAKING THESE CALLS.

Upon review of the specific complaint outlined, ViaPath reviewed the transaction referenced for $25.00 deposited on May 25, 2023, and confirmed that the funds referenced were removed from the intended account as requested. The refund was submitted and has been approved to be refunded back to the original method of payment via credit/debit card ending in ****. Please allow an additional 3-5 business days for the credit to appear.

ViaPath regrets the delay in processing the request in a timelier manner, however, we remain 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
********************************************************
***************
Customer Answer
Date: 07/11/2023
I would like to know why it was so easy to get the refund after filing my complaint but it took weeks of me calling and nothing was done. I would like an explanation for this. I feel like other people have gone through this and the issue was never resolved because they weren't aware of how to escalate it.

Complaint: ********

I am rejecting this response because:

Regards,

*****************************
Business Response
Date: 07/19/2023
**. *********************************** July 19, 2023
**** ***********************************
Chicago, IL *****
**************
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 ***************************** rejected our initial response to her complaint regarding a refund which was confirmed by ****************** as received, however she rejected that response to the BBB of Metro Washington DC & Eastern Pennsylvania citing that I would like to know why it was so easy to get the refund after filing my complaint, but it took weeks of me calling and nothing was done. I would like an explanation for this. I feel like other people have gone through this and the issue was never resolved because they weren't aware of how to escalate it.

Upon review of the specific complaint outlined, as stated ViaPath reviewed the complaint and confirmed the initial request for a refund back to the original method of payment. Refunds are submitted upon request; however, the process requires additional verification of the accountholder and the original method of payment used to process the transaction, once the request has been vetted, processing and distribution of the refund can take up to 30 business days to complete as advised during the initial request.

ViaPath regrets the delay in processing the request in a timelier manner, however, we remain 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
********************************************************
***************
Customer Answer
Date: 07/20/2023
[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:07/06/2023
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.
My boyfriend is in *********************** prison he has put in a request with global tel link for new ear buds in April and it is now July and he has not seen them at all they are supposed to come once a week and they have not been there in almost 3 months there is people in the with no tablets at all for 3 months
Business Response
Date: 07/04/2023
Dear Sir/*****,
You have reached the wrong company. It seems you are trying to contact *** ******* *******. We have no relation to them. Please take your complaint down from our company's name. Thank you!
Business Response
Date: 07/11/2023
**. *************************** July 11, 2023
P.O.Box ***
Palermo, 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 my boyfriend is in ******* ****** ***** Prison he has put in a request with ****** *** **** for new ear buds in April and it is now July and he has not seen them at all they are supposed to come once a week and they have not been there in almost 3 months there is people in the with no tablets at all for 3 months.

Upon review of the specific complaint outlined, ViaPath reviewed and confirmed the request for earbuds was fulfilled and the inmate, per ID# ****** has been provided the earbuds as requested.

ViaPath regrets the delay in processing the request in a timelier manner, however, we remain 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:07/05/2023
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 am in ********* correctional institute and i have a tablet through GTL Viapath technolgy and it has not been working for the last six weeks or more and i have been on the waiting list for the problem/service and they are not even attempted to contact me to get me a new tablet. I have lost 12.00 for a subscription that i paid for and haven't been able to use it. * *** has been removed so i don't have any access to anything anymore and i need my tablet asap. I am being denied my rights as an inmate in ********* correctional institute. They are not a good business when they cannot even get my tablet to me and I'm tired of waiting with no reply whatsoever. waiting for 6 weeks or more with no reply is not a good business My name is *************************** (******)
Business Response
Date: 08/01/2023
******************************* ****** August 1, 2023
P.O.Box ***
*********, OH *****
(000) 000-0000
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 he has encountered ongoing issues with the tablet, and he's been on the waiting list for the tablet to be serviced for 6 weeks or more.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed the Return Merchandise Authorization (RMA) has not been initiated. However, our site technician will submit and process the device for an RMA to be investigated for issues with the device. Please allow up to 30 days as there is currently a delay in return merchandise authorization requests.

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:07/03/2023
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.
GTL Connect Network is charging taxes per call when there shouldn't be a tax in the calls per the contract with *DOC. This has been happening since GTL took over for ******* regarding *DOC Calls. Taxes should be removed per the contract. The *DOC facilities do not charge the tax. It is GTL/Viapath that is charging the tax.
Business Response
Date: 07/07/2023
*************************; July 7, 2023
**** ***** *************************************
**************
***************************

c/o BBB Of Metro Washington DC & Eastern Pennsylvania
RE: *************************** Complaint # ********
This letter serves as a response to the complaint listed above.
Consumer *************************** contacted the BBB Of Metro Washington DC & Eastern Pennsylvania with the claim that Global Tel*Link Corporation (GTL) Violated its contractual obligations under its contract with the ******* ********** of Corrections (**_DOC) outlining the following complaints: GTL Connect Network is charging taxes per call when there shouldn't be a tax in the calls per the contract with ****. This has been happening since GTL took over for ******* regarding **** Calls. Taxes should be removed per the contract. The **** facilities do not charge tax. It is GTL/ViaPath that is charging the tax.

Upon further review of the specific complaints outlined and the contract terms, we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate-published terms and conditions and the GTL website support the pass-through of such taxes and mandatory surcharges.

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

Cordially,

**************************;
Manager, Consumer Complaints

Office:************ *******************************************************
t | www.gtl.net
Initial Complaint
Date:07/02/2023
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.
Gtl prison phone systems are over taxing. They tax to add money on the account. they tax every single.phone call and even add an additional "third party tax" . This is outrageous . The agreement states the funds goto the prison but they in fact do not. Where is the money going and why are we being charged 3x for tax when it should only be once. Something is wrong here.
Business Response
Date: 07/07/2023
*********************; July 7, 2023
***** ** ******* *r #***
Coral Springs, FL *****
**************
*****************

c/o BBB Of Metro Washington DC & Eastern Pennsylvania

RE: ********************* Complaint # ********
This letter serves as a response to the complaint listed above.
Consumer ********************* contacted the Better Business Bureau with the claim that Global Tel*Link Corporation (GTL) Violated its contractual obligations under its contract with the ******* Department of Corrections (**_DOC) outlining the following complaints: GTL prison phone systems are over-taxing. They tax to add money to the account. They tax every single phone call and even add an additional "third party tax. This is outrageous. The agreement states the funds go to the prison but do not. Where is the money going and why are we being charged 3x tax when it should only be once? Something is wrong here.

Upon further review of the specific complaints outlined and the contract terms, we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate-published terms and conditions and the GTL website support the pass-through of such taxes and mandatory surcharges.

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

Cordially,

**************************;
Manager, Consumer Complaints

Office:************ *******************************************************
t | ***********
Initial Complaint
Date:06/30/2023
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.
While in ****** State Prison global tel link, started a inmate tablet program, my family and friends paid money to put photos on my tablet, now that I have been moved to *** ******* Prison, after receiving a new tablet, in which all my personal information, was suppose to also transfer over to the new assigned tablet. I noticed all my paid photos would not come up. Also per my tablet; it reads I'm still housed in **** ***** State Prison, which is incorrect. After numerous attempts to GTL via my tablet filing complaints, to recover my paid photos or give a refund, as of today they are refusing to do so. Many of my photos have sentimental value.
Business Response
Date: 07/07/2023
*************************** ****** July 7, 2023
*** **** ******
*** *******, CA *****
###-###-####
Email: n/a

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 BBB of Metro Washington DC & Eastern Pennsylvania citing that While in **** ***** State Prison Global Tel Link, started a inmate tablet program, my family and friends paid money to put photos on my tablet, now that I have been moved to *** ******* Prison, after receiving a new tablet, in which all my personal information, was supposed to also transfer over to the new assigned tablet. I noticed all my paid photos would not come up. Also, per my tablet, it reads I'm still housed in **** ***** State Prison, which is incorrect. After numerous attempts to GTL via my tablet filing complaints, to recover my paid photos or give a refund, as of today they are refusing to do so. Many of my photos have sentimental value.

Upon review of the complaint addressing the concerns outlined, ViaPath reviewed and performed the transfer of *** *****’ SNAP account, unfortunately, at this time we are unable to transfer pictures as *** ******* SP does not have tablet transfer photos enabled and this option is at the sole discretion of the facility.

As of 07/06/2023, the tablet should read for *** ******* State Prison as requested.

We regret *** ***** has not had a great experience using our 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
Initial Complaint
Date:06/29/2023
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.
I still haven't received my refund for$65. I called and your representative told that they mailed 5/2023. However I still haven't received it. What is the problem with the refund. I'm passed the 6 week time line that your company. Call 5/15/23 about my refund $65, your representative said 5 business days. I still haven't received the refund. Can you please tell me what is the status.
Business Response
Date: 07/10/2023
*** ******* ********                                                              July 10, 2023
**** *** ***
Reading, PA *****
**************
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 still haven't received my refund for$65. I called and your representative said that they mailed 5/2023. However, I still haven't received it. What is the problem with the refund? I'm passed the 6-week timeline that your company has. Call 5/15/23 about my refund of $65, your representative said 5 business days. I still haven't received the refund. Can you please tell me what the status is?

Upon review of the specific complaint outlined, ViaPath reviewed and processed the refund request for $65.00 to be refunded back to the original method of payment via credit/debit card ending in ****. Please allow an additional 3-5 business days for the credit to appear.

ViaPath regrets the delay in processing the request in a timelier manner, however, we remain 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: 07/12/2023
[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,

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

Customer Answer
Date: 08/08/2023
[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:
I've been waiting for refund for $65 since 5/22/23 from this company. I've called and emailed them with the issue. I was told that the refund would be 8 to 10 weeks, we are now at 12 week and still nothing. I would like this company to comply with their own policies. Also, have this issue marked on their record.

Regards,

******* ********
Business Response
Date: 08/15/2023
*** ******* ********                                                              August
15, 2023
**** *** ***
Reading,
PA *****
###-###-####
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 I've been waiting for refund for $65 since 5/22/23
from this company. I've called and emailed them with the issue. I was told that
the refund would be 8 to 10 weeks, we are now at 12 week and still nothing. I
would like this company to comply with their own policies. Also, have this
issue marked on their record.

Upon
review of the specific complaint outlined, ViaPath processed the refund requested
on 07/10/2023 for $65.00 and it was refunded back to the original method of
payment via credit/debit card ending in ****. ViaPath requested an additional
3- 5 days for the refund to appear at that time. Please consult with your
financial institution attached to the credit/debit card ending in **** to
confirm the refund was received as requested.

ViaPath
regrets the delay in processing the request in a timelier manner, however, we remain
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
Customer Answer
Date: 08/16/2023
[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,

******* ********
Customer Answer
Date: 08/21/2023
The company never sent me the refund. I received $13.33 from GTL so I'm still owed $51.67. I'm not sure what the issue is with this company. I agree to the refund of $65, not $13.33. can you please help me understand this issue.
Customer Answer
Date: 08/21/2023
[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:

The company never sent me the refund. I received $13.33 from GTL so I'm still owed $51.67. I'm not sure what the issue is with this company. I agree to the refund of $65, not $13.33. can you please help me understand this issue.
Regards,

******* ********
Business Response
Date: 09/20/2023
*** ******* ********                                                              September
20, 2023
**** *** ***
Reading,
PA *****
###-###-####
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 the company never sent me the refund. I received
$13.33 from GTL so I'm still owed $51.67. I'm not sure what the issue is with
this company. I agree to the refund of $65, not $13.33. Can you please help me understand this issue?

Upon
review of the specific complaint outlined, ViaPath processed the refund requested
on 07/10/2023 for $13.33 and it was refunded back to the original method of
payment via credit/debit card ending in ****. The remaining balance of $51.67 was processed on
08/21/2023 via check to be delivered overnight to the address on file. The *** tracking # is as follows: ******************.

ViaPath
regrets the delay in processing the request in a timelier manner, however, we remain
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:06/28/2023
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.
Tried to setup an account with getting out app. Have tried to get help many times with no success. The account is blocked because I didn't agree to $45 charge. This is petty and childish business practice. I want to set up an account.
Business Response
Date: 07/11/2023
*******************************; July 11, 2023
*********************
Sacramento, 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 BBB of Metro Washington DC & Eastern Pennsylvania citing I tried to setup an account with getting out app. Have tried to get help many times with no success. The account is blocked because I didn't agree to $45 charge. This is petty and childish business practice. I want to set up an account.

Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the account connected to the telephone numbers ending in **** & **** and confirmed that both accounts were blocked for credit/debit card deposits due to 2 formally disputed charges in the amount of $31.70 on 02/28/2022 to the account ending in **** and $25.00 on 02/27/2022 to the account ending in **** per a credit/debit card ending in ****. Please note these transaction dates *** differ from the dates posted. When a transaction(s) is formally disputed with their financial institution, the credit/debit card option is blocked on the associated accounts, until the balance has been repaid in full. To date, the remaining unpaid balance is $7.75. Attached are instructions on how to clear/remit the remaining balance to resume processing deposits via credit/debit card. ViaPath offers alternative methods for deposits which can be found by visiting our website at ***********************************.

We regret ****************** has not had a great experience using our 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
Initial Complaint
Date:06/22/2023
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 SET UP A ****** VOICE ACCOUNT YEARS AGO BECAUSE AT SOME POINT IN TIME CELL PHONES WERE NOT ALLOWED ON THE CALLING LIST FROM PRISONS. TONIGHT I MADE A $25 PAYMENT AND ACCIDENTALLY STORED MY CARD. WHEN I ATTEMPTED TO REMOVE IT THROUGH THE AUTOMATED SYSTEM, THE LINE WENT SILENT. I CALLED BACK AND WHEN THE NAME ON THE ACCOUNT DIDNT MATCH, I WAS TOLD I HAD TO SEND IN A BILL. THE ONLY ISSUE WITH THAT IS I AM NOT BILLED FOR MY ****** VOICE ACCOUNT. ITS FREE, SO THERE IS NO BILL. THE ONLY THING I WANT FOR YOU TO DO IS REMOVE MY CARD FROM BEING STORED. IT WAS SELECTED IN ERROR! IF YOU TAKE FUNDS FROM MY ACCOUNT, I WILL REPORT IT AS FRAUD AND YOU CAN DEAL WITH THE CHARGEBACK.
Business Response
Date: 06/29/2023
**. ********************* June 29, 2023
Plainfield, IN *****
**************
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 SET UP A ****** VOICE ACCOUNT YEARS AGO BECAUSE AT SOME POINT IN TIME CELL PHONES WERE NOT ALLOWED ON THE CALLING LIST FROM PRISONS. TONIGHT, I MADE A $25 PAYMENT AND ACCIDENTALLY STORED MY CARD. WHEN I ATTEMPTED TO REMOVE IT THROUGH THE AUTOMATED SYSTEM, THE LINE WENT SILENT. I CALLED BACK AND WHEN THE NAME ON THE ACCOUNT DIDNT MATCH, I WAS TOLD I HAD TO SEND IN A BILL. THE ONLY ISSUE WITH THAT IS I AM NOT BILLED FOR MY ****** VOICE ACCOUNT. IT’S FREE, SO THERE IS NO BILL. THE ONLY THING I WANT FOR YOU TO DO IS REMOVE MY CARD FROM BEING STORED. IT WAS SELECTED IN ERROR! IF YOU TAKE FUNDS FROM MY ACCOUNT, I WILL REPORT IT AS FRAUD AND YOU CAN DEAL WITH THE CHARGEBACK

Upon review of the complaint to address the concerns outlined, as requested ViaPath disabled the auto-reload option enabled on the Advance Pay account ending in 6037 per credit/debit card ending in ****.

Regarding the accountholder information, the AdvancePay account was set up under a different name and proof is required to update the account accordingly to make changes. ViaPath will accept a screenshot showing Tonya Wood as the current owner of the telephone number referenced as this will allow us to update the account. This information can be submitted via email to the following email address: [email protected].

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:06/20/2023
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.
GTL should ONLY charge $0.99 to load money, regardless of the method used, and there should be no limit per transaction. I am being charged taxes or more than .13 per minute and a $0.99 fee to load money. GTL charges a minute fee and taxes when I cannot pick up the phone and the voice mail picks up. If I have to approve charges to accept a call, how can they charge when my loved one cannot leave a message? I am tired of paying taxes that violate the contact between GTL and the DOC. It is wrong and it needs to be rectified!
Business Response
Date: 07/07/2023
**. ***************************************************** July 7, 2023
***********************************
Tampa, 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 GTL should ONLY charge $0.99 to load money, regardless of the method used, and there should be no limit per transaction. I am being charged taxes or more than .13 per minute and a $0.99 fee to load money. GTL charges a minute fee and taxes when I cannot pick up the phone and the voice mail pick up. If I must approve charges to accept a call, how can they charge when my loved one cannot leave a message? I am tired of paying taxes that violate the contact between GTL and the DOC. It is wrong and it needs to be rectified!

Upon review of the specific complaints outlined and the contract terms, ViaPath can confirm that post the initial installation, and at the request of FDC to address complaints from friends and family, a limit was added of $999.00 per transaction, which was implemented on 8/11/21.

In response to the charge for voicemails, the option to activate/deactivate this feature is available but can only be activated/deactivated by the accountholder. Voicemail lengths (1-minute, 2-minute, or 3-minute) and prices (ranging from $1.00-$3.00) vary by facility. You will be notified of options and costs when you access the Inmate Voicemail system. Costs are non-refundable and are deducted from your AdvancePay account balance. This information can be found via our website at *****************************************************************************.

Regarding the complaint around additional fees: we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate published terms and conditions and the GTL website supports the pass-through of such taxes and mandatory surcharges.

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
Customer Answer
Date: 07/10/2023
[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: I am being charged taxes on all calls. When I cannot answer the phone and the call goes to my voice mail, I am being charged.

Regards,

*****************************
Business Response
Date: 07/12/2023
**. ********************* July 12, 2023
***************************5
Tampa, 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 to reject our initial response regarding concerns outlined with ViaPath Technologies citing that I am being charged taxes on all calls. When I cannot answer the phone and the call goes to my voice mail, I am being charged.

Upon review of the specific complaint outlined regarding taxes applied to voice mail messages, we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services (phone calls and voice mail messages) to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate published terms and conditions and the GTL website supports the pass-through of such taxes and mandatory surcharges.

The facility in which **************** has opted to receive calls also offers the option for Friends and Family to receive voice mail messages when a call attempt is unsuccessful. This option can only be activated/deactivated by the accountholder. Voicemail lengths (1-minute, 2-minute, or 3-minute) and prices (ranging from $1.00-$3.00, plus applicable taxes and fees) vary by facility. You will be notified of options and costs when you access the Inmate Voicemail system. Costs are non-refundable and are deducted from your AdvancePay account balance. 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

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