Business Profile
Communications
ViaPath TechnologiesThis 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 ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/15/2023
Type:Service or Repair IssuesStatus: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 several days that I have been on the phone with my husband who is incarcerated and the phone has hung up multiple times and they took the full amount from my GTL account.In the state of Florida it’s .13 cents per minute plus tax and Everytime the call hangs up it takes the full amount as if I were on the call for 30 minutes.It’s $4.60 per call and I can be on the phone for 3 minutes and it charges me for the full amount of $4.60.I am not receiving the service that I am paying for.Business Response
Date: 05/17/2023
********************************* May 17, 2023
**************
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 several days that I have been on the phone with my husband who is incarcerated, and the phone has hung up multiple times and they took the full amount from my GTL account. In the state of Florida, it is $0.13 cents per minute plus tax, and Every time the call hangs up it takes the full amount as if I were on the call for 30 minutes. It’s $4.60 per call and I can be on the phone for 3 minutes and it charges me the full amount of $4.60. I am not receiving the service that I am paying for.
Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid AdvancePay account ending in **** to confirm calls less than 30 minutes are being charged the full amount as stated within the complaint. Calls are billed per minute at $0.13 plus applicable taxes and fees regulated by the FCC. Attached is a copy of the call records from 04/01/2023 to the current date showing calls are charged as stated per minute.
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.comInitial Complaint
Date:05/15/2023
Type:Product IssuesStatus: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.
Scheduled video visits are never without issues Phone calls were hung up after 15 minutes many times in a row We had to put money on two accounts and they put a fee on it on top They are not able to respond to phone calls or emails They are playing with people's emotions and taking their money for things they are not able to do right.Business Response
Date: 05/18/2023
*** ****** ******* May 18, 2023
****************
Garbsen, GA *****
***************
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 scheduled video visits are never without issues Phone calls were hung up after 15 minutes many times in a row We had to put money on two accounts and they put a fee on it on top They are not able to respond to phone calls or emails They are playing with people's emotions and taking their money for things they are not able to do right.
Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the online account connected to the international phone number to confirm that ViaPath does not offer the capability to video visit from Germany which is why the attempts have been unsuccessful. Inmates are unable to receive/return calls but can call out using funds added to their account (Pin Debit) or by calling prepaid (Advance Pay) to the telephone number where funds are already available for use. ViaPath offers several services to keep Friends and Family connected to their loved ones. Please visit our website at www.ConnectNetwork.com to set up an online account to utilize the services listed, as all apply except for video visitation.
Advance Pay deposits are subject to a service fee and applicable taxes. The call rate is $0.06 per minute and is regulated by the FCC. In reviewing the prepaid Advance Pay account, we confirmed several calls lasting for less than 5 minutes and in considering these findings, ViaPath issued a courtesy credit of $10.00 to be used for calls and it has been applied to the account as of 05/18/2023.
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.comInitial Complaint
Date:05/15/2023
Type:Product IssuesStatus: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 Stole my Money from my Card I Did not Authorized Nor Want or Beed their Service! They Took $45.99 For Phn calls Etc. I DIDN'T WANT OR NEED! I'VE TRIED FOR 3 DAYS FOR HOURS OF CHATS,Calls, EMAIL'S They are Horrible People and keep Denying And Giving Me The Runaround!! I Want My Money Back. It's all I Had !Business Response
Date: 05/16/2023
********************************* May 16, 2023
*************
Lehigh Acres, 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 This Company Stole my Money from my Card I Did not Authorized nor Want or Beed their Service! They Took $45.99 For phone calls Etc. I DIDN'T WANT OR NEED! I'VE TRIED FOR 3 DAYS FOR HOURS OF CHATS, Calls, EMAIL'S They are Horrible People and keep Denying and Giving Me the Runaround!! I Want My Money Back. It's all I Had!
Upon review of the complaint, GTL/ViaPath was able to confirm an active AdvancePay (prepaid) account ending in **** for calls originating from ******-******************** Main. ViaPath bills for calls on a per-minute basis according to the rates enforced by the **** This can be confirmed by visiting our website,www.ConnectNetwork.com.
ViaPath,formally known as Global Tel *Link, has no affiliation with these companies as we do not honor or sell any 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 can be activated for calls by adding prepaid funds. GTL/ViaPath is the phone provider for the facility from which you are expecting calls. This information can be confirmed by contacting our Customer Service at ************, available 24/7, and our website referenced above. Please note that ViaPath does not charge a service fee to refund a deposit. There are other companies with similar names to Global Tel *Link that advertise an unlimited calling plan for a fee, and upon purchase of a calling plan for $45.99, they are assigned a telephone number to accept calls, however, they direct the customer to contact GTL/ViaPath to set up/activate the telephone number recently purchased. These companies are on websites such as www.GlobalTel.net among others, hence the documentation provided confirming whom those transactions were paid.
GTL/ViaPath believes this complaint should be redirected to the correct company and anticipates closing this complaint, and if you have any additional questions,please contact me directly.
Cordially,
*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.comInitial Complaint
Date:05/11/2023
Type:Order IssuesStatus: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.
According to the FCC & other federal, state & gov’t agencies, they are required to provide a tablet in ** *** even if provided to inmate & damaged and not only are they not providing tablets, they are not providing the tablets to all inmates. On top of that, it’s reported they took $121 million of inactive funds, if you don’t watch you don’t catch it I had to call twice to get $40 back as well as double dipping phone calls, myself & my husband’s grandma have both noticed being charged multiple times for 1 call. If I didn’t obsessively watch app, I never know. Also I addressed that both the inmate and I both paying for same call, and was told the inmate would need to get records from case mgr (not true) then call back (not able pull off website or make the calls). Therefore i had to pay the additional fees. Currently bc of security issues, my husband is only allowed out every other day during rec where he showers and has other things that he would like to do, he may use the wall phone for a 15 min call where most of the other inmates have their tablets and can make 1 hr calls inside their cell at any point in time. This is not a **** issue after a massive amount of research, I have learned that this is GTL now viAPATH, which I personally believe the name change had more to do with escaping the reputation and the wrongdoings that they have been caught doing, but at this point if they do not comply with their contract and their responsibilities to provide to all inmates, then I believe a breach of contract should result in punitive and/or monetary penalties. My husband is already suing **** for rape SO trust and believe that if my husband at ********** CORRECTIONAL facility does not have a tablet as it is required, I intend to take action bc you can take advantage of inmates bc they have no voice or control, but I have free will and intend to use it. they take 1/2 my paycheck, and as you see repeated issues of stealing/mistakes! I have ovarian cancer and need him!Business Response
Date: 06/05/2023
*** ****** ************ June 5, 2023
**** ******* ** *** *
Hanahan, SC *****
**************
Email: ********************
c/o BBB of Metro Washington DC & Eastern Pennsylvania
RE: ****** Goer-******* 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 according to the FCC & other federal, state & gov’t agencies, they are required to provide a tablet in ** *** even if provided to inmate & damaged and not only are they not providing tablets, but they are also not providing the tablets to all inmates. On top of that, it’s reported they took $121 million of inactive funds, if you don’t watch you don’t catch it, I had to call twice to get $40 back as well as double dipping phone calls, myself & my husband’s grandma have both noticed being charged multiple times for 1 call. If I didn’t obsessively watch the app, I would never know. Also, I addressed that both the inmate and I both paying for same call and was told the inmate would need to get records from case mgr. (not true) then call back (not able pull off website or make the calls). Therefore, I had to pay the additional fees. Currently because of security issues, my husband is only allowed out every other day during rec where he showers and has other things that he would like to do, he may use the wall phone for a 15 min call where most of the other inmates have their tablets and can make 1 hr. calls inside their cell at any point in time. This is not a **** issue after a massive amount of research, I have learned that this is GTL now ViaPath, which I personally believe the name change had more to do with escaping the reputation and the wrongdoings that they have been caught doing, but at this point if they do not comply with their contract and their responsibilities to provide to all inmates, then I believe a breach of contract should result in punitive and/or monetary penalties. My husband is already suing **** for rape SO trust and believe that if my husband at ********** CORRECTIONAL facility does not have a tablet as it is required, I intend to take action because you can take advantage of inmates because they have no voice or control, but I have free will and intend to use it. They take 1/2 my paycheck, and as you see repeated issues of stealing/mistakes! I have ovarian cancer and need him!
Upon review of the complaint addressing the concerns outlined, as stated in our initial response, ViaPath is aware of the issues outlined regarding dropped calls in addition to numerous unsuccessful attempts to process a call, and we are working diligently to improve the functionality of the call attempt to be successful the first time. The issue reported is not contributed to the tablet itself, but ViaPath confirmed that the inmates are experiencing intermittent issues with completing calls via their tablet during peak calling times across the entire DOC (Department of Corrections. In confirming this information, we also found that the resident referenced has recently been successful in completing calls using the tablet. If there are additional issues that need to be reported, please advise us to investigate and resolve them promptly.
Regarding the statement citing that ViaPath is charging double for 1 call between the resident and *** *******, it is untrue as reflected in the call records attached. The call rate is $0.05 as regulated by the FCC, plus additional taxes, and fees.
We regret *** ************ 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 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
Office ************
********************************************************
www.viapath.comInitial Complaint
Date:05/08/2023
Type:Service or Repair IssuesStatus: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 January 17th 2023 I paid $28.81 in error to *******. I was told on January 18th that I would get a refund in 4 to 6 weeks due to delays. Never got the $25 refund after several more phone calls to customer service and two supervisors. Each time they would say may take 2 to 4 additional weeks, it is now May 2023. They cannot give you the reason for refund delay. I ask for the corporate information to send a complaint but no help either. They need to refund $25 back to my card as was promised is my resolution to this issue.Business Response
Date: 05/16/2023
**************** ****** May 16, 2023
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 on January 17th, 2023, I paid $28.81 in error to *******. I was told on January 18th that I would get a refund in 4 to 6 weeks due to delays. Never got the $25 refund after several more phone calls to customer service and two supervisors. Each time they would say may take 2 to 4 additional weeks; it is now May 2023. They cannot give you the reason for refund delay. I ask for the corporate information to send a complaint but no help either. They need to refund $25 back to my card as was promised is my resolution to this issue.
Upon review of the complaint addressing the concerns outlined, as requested, ViaPath successfully refunded the transaction for 28.81 to the original method of payment. Please allow up to 7 business days for the credit to appear.
We regret the delay in processing the initial request; 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.comCustomer Answer
Date: 05/18/2023
[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:05/06/2023
Type:Product IssuesStatus: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 added money(credits) to my account and have communicated with my relative over the years. In March I sent a message to him and he replied, when I went to check it, the app treats me like I'm brand new, all my credits are gone and I can't see any messages that we ever exchanged and I no longer have a card on file. I sent messages to the contact link that were unanswered and I want my credits back and access to my messages...Business Response
Date: 05/24/2023
************************; May 24, 2023
* **********
Simpsonville, 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 added money(credits) to my account and have communicated with my relative over the years. In March I sent a message to him, and he replied, when I went to check it, the app treats me like I'm brand new, all my credits are gone, and I can't see any messages that we ever exchanged, and I no longer have a card on file. I sent messages to the contact link that were unanswered, and I want my credits back and access to my messages.
Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the Friends and Family account using the telephone number & email address listed to confirm that the account status is active, however, we were unsuccessful in locating an available or an expired balance (to reinstate) to utilize the messaging service offered as referenced within the complaint. ViaPath is more than happy to assist in helping Friends and Family regain access to their account, however, we must be provided with the correct information to locate and investigate the issues to offer a resolution in a timely manner. If the account was set up or linked to a different telephone number and or email address, please feel free to provide that information in response to this letter. We also encourage you to contact our Customer Service team to validate the account information to help us resolve the reported matter. We can be reached at ###-###-####. We are more than happy to assist in any way we can.
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, and should you have any additional questions, please feel free to contact me directly.
Cordially,
*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.comCustomer Answer
Date: 06/09/2023
[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 replied to ******'s direct email address, ****************************************** as instructed on 6/2 and I have yet to hear back, if they have no record of my *** account, I would like to know if they have other ways to find an account that I may have if it's not my **** email address. I've read hundreds of reviews online about this same thing happening to other people and I don't want it to happen to me, maybe their system purged my records I'm not sure but for over a year I've been communicating using their app with credits that I purchased, I received an alert that I had a reply from my cousin in March I believe it was and when I went to look the app didn't see any messages, pay history, anything. I need someone to reach out to me and help me find my account details, thank you.
Regards,
*********************Business Response
Date: 06/13/2023
************************; June 13, 2023
* **********
Simpsonville, 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 to reject our initial response citing I am rejecting this response because: I replied to Jamila's direct email address, ***************@viapath.com as instructed on 6/2 and I have yet to hear back, if they have no record of my *** account, I would like to know if they have other ways to find an account that I may have if it's not my @*** email address. I've read hundreds of reviews online about this same thing happening to other people and I don't want it to happen to me, maybe their system purged my records I'm not sure but for over a year I've been communicating using their app with credits that I purchased, I received an alert that I had a reply from my cousin in March I believe it was and when I went to look the app didn't see any messages, pay history, anything. I need someone to reach out to me and help me find my account details, thank you.
Upon review of the rejected response to address the initial concerns outlined, ViaPath contacted *** ****** as requested to gather more information to resolve the issues outlined. Upon doing so, we were able to determine that the facility where the inmate is located previously used our sister platform, ConnectNetwork for messaging, hence the reason we were initially unable to identify the online account information, balance remaining, or previous messages sent or received, as stated in our initial response. Currently, the messaging service at the facility where the inmate is located is offered via GettingOut and *** ****** was provided instructions on how to set up an online account to utilize the service offered.
Regarding the previous balance no longer being available upon logging into his online account, *** ****** was advised that message credits are neither nonrefundable nor are they nontransferable.
We regret the inconvenience this has caused; 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.comInitial Complaint
Date:04/30/2023
Type:Product IssuesStatus: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.
Starting April 26, 2023 to Current, The GTL Getting out app has not been working in order for me to talk to my incarcerated loved one. I have had issues with this app since I first downloaded it last year but these past few days, no matter what I do, it has been giving me major issues with no resolution. I have money deposited on my account specifically to talk to my husband and these issues are not allowing for that. I am very frustrated that I spend money just for me to not be able to utilize it. This is an ongoing issue.Business Response
Date: 05/11/2023
*** **************************************************** May 11, 2023
**** ******** **
San Jose, 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 Starting April 26, 2023, to Current, The GTL Getting out app has not been working in order for me to talk to my incarcerated loved one. I have had issues with this app since I first downloaded it last year but these past few days, no matter what I do, it has been giving me major issues with no resolution. I have money deposited in my account specifically to talk to my husband and these issues are not allowed for that. I am very frustrated that I spend money just for me to not be able to utilize it. This is an ongoing issue.
Upon review of the complaint addressing the concerns outlined, ViaPath confirmed successful communication by way of the messaging application/service offered as well as a successful visit, all of which can only be accessed via logging into the online account attached to *** *********.
The complaint stated that starting April 26th, 2023, access to the GettingOut application was not functioning properly and considering the reported issue, ViaPath reviewed *** *********’s account to confirm that messages were successful on the date referenced and going forward, as recently as 05/10/2023.
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.comInitial Complaint
Date:04/28/2023
Type:Customer Service IssuesStatus: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 been unable to use their "GTL - Getting Out" website to communicate with my customers for over two weeks. Every time I call the customer service numbers, they tell me that they are "Submitting a Ticket" and to call back in "Two hours" or "Tomorrow" to obtain a ticket number. I call back, and there is no record of the ticket, and I have to go through the process again. They say that "There is a system update" in progress, and it should be resolved in "Two hours" or "Tomorrow". No one I can call on the phone will provide me with contact information for Viapath, nor will they connect me with anyone above the "supervisor" who parrots what the initial 'customer service' representative says. Note: The GTL-Getting Out company is owned by Viapath.Business Response
Date: 05/11/2023
*************************; May 11, 2023
**** ****** **
Katy, TX *****
**************
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 been unable to use their "GTL - Getting Out" website to communicate with my customers for over two weeks. Every time I call the customer service numbers, they tell me that they are "Submitting a Ticket" and to call back in "Two hours" or "Tomorrow" to obtain a ticket number. I called back, and there is no record of the ticket, and I have to go through the process again. They say that "There is a system update" in progress, and it should be resolved in "Two hours" or "Tomorrow". No one I can call on the phone will provide me with contact information for ViaPath, nor will they connect me with anyone above the "supervisor" who parrots what the initial 'customer service' representative says. Note: The GTL-Getting Out company is owned by ViaPath.
Upon review of the complaint addressing the concerns outlined, ViaPath contacted *** ******* to advise that the issues outlined have been resolved and to confirm he is also able to access his account at will related to the email address on file as ****@***********.***. *** ******* confirmed that his access has been restored.
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.comCustomer Answer
Date: 05/17/2023
[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:04/28/2023
Type:Service or Repair IssuesStatus: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 deposited money $106 into an account for an incarcerated individual on 03/12/2023! They sated that it takes 4weeks to get a refund! Now my 4weeks were up on the 10th of april, 2023! Then they proceed to tell me they are escalating the situation! It will take 3-7 bus days! I call bk because i still dont have my money and they proceed to tell me again that they have to escalate the process nd to wait another 3-7 business days and i still have nothing! Here it is the 28th of April and i still have nothing! They are lying and giving me the run around about my money!Business Response
Date: 05/15/2023
****************** ****** May 15, 2023
******************************
Oklahoma City, OK *****
**************
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 deposited money $106 into an account for an incarcerated individual on 03/12/2023! They stated that it takes 4weeks to get a refund! Now my 4weeks were up on the 10th of april, 2023! Then they proceed to tell me they are escalating the situation! It will take 3-7 bus days! I called bk because I still don’t have my money and they proceeded to tell me again that they must escalate the process and to wait another 3-7 business days and I still have nothing! Here it is the 28th of April and I still have nothing! They are lying and giving me the run around about my money!
Upon review of the complaint addressing the concerns outlined, as requested, ViaPath successfully voided the transaction for a total of $106.00 to be credited back to the credit/debit card ending in ****. Please allow up to 3 business days for the credit to appear.
We regret the delay in processing the initial request; 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.comInitial Complaint
Date:04/27/2023
Type:Service or Repair IssuesStatus: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.
Phone calls Are not going through.. I can’t hear my loved one..the phone calls merge to other calls with other inmates..Business Response
Date: 05/11/2023
**. ************************* May 11, 2023
**** *************.
Modesto, 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 Phone calls Are not going through. I can’t hear my loved one. The phone calls merge to other calls with other inmates.
Upon review of the complaint addressing the concerns outlined, ViaPath is aware of the issues outlined regarding call quality and numerous unsuccessful attempts to process a call, and we are working diligently to improve the functionality of the call attempt to be successful the first time. Inmates are experiencing intermittent issues with completing calls during peak calling times across the entire DOC (Department of Corrections). Please note that due to the changes initiated for free calls, the call volume increased by 40% causing the servers to hit capacity during peak calling times of 1700 – 2200 hours. ViaPath has ordered additional servers and is currently waiting for them to be delivered and deployed. Unfortunately, the instances mentioned will continue until this action is complete, and we regret the inconvenience this is causing, but we are working diligently to address and rectify the issues experienced.
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
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