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:04/19/2023
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.
Today April 19th 2023 Global tel link I put money on my account and my inmate called back and there was no money this has happened on several occasions I have put money on the inmate tablet and the money disappears without a trace the tax changes and I'm being over taxed and they are stealing money taking advantage of the fact the jail has no control over the company itself but is partners with them because they have me blocked but when I call both parties they telling to call the other I've lost a total of 800$ in money stolen and over taxedBusiness Response
Date: 05/11/2023
**********************; May 11, 2023
***************************
Jacksonville, FL *****
**************
Email: ***************************
c/o BBB of Metro Washington DC & Eastern PennsylvaniaRE:***************** 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 today, April 19th, 2023, Global Tel Link I put money on my account and my inmate called back and there was no money this has happened on several occasions I have put money on the inmate tablet and the money disappears without a trace the tax changes and I'm being over taxed and they are stealing money taking advantage of the fact the jail has no control over the company itself but is partners with them because they have me blocked but when I call both parties they telling to call the other I've lost a total of 800$ in money stolen and over taxed.
Upon review of the complaint addressing the concerns outlined, ViaPath audited **.***** prepaid AdvancePay account for calls ending in **** and confirmed 4 deposits on 04/19/2023 per credit/debit card ending in ****, for the following amounts, all which were posted to the account referenced. Please note deposits are subject to applicable taxes and fees. A copy of the transactions for the date referenced is attached for **.***** review.
$3.00
$5.00
$5.00
$15.00
The most recent call activity confirmed *** ***** account is not blocked as the last call was successfully completed on 05/11/2023 originating from ***** County **-Community Corrections.
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:04/17/2023
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.
Starting on April 13th and ending April 15th I've added a total of $68 to the inmates pin debit account which allows him to use his tablet to send messages and listen to music and watch movies as well. Unfortunately the innate has not been able to use the funds as it states he has a negative balance. I've tried calling numerous times speaking with connect network. Gtl getting out and the county jail. All refers me back to the other. I've tried escalating and told there's nothing they can do. I've also tried doing a complaint. Well from December until April 13th I've had no issues and now no one can figure out the problem. The $68 was added in 5 separate transactions. Initially I thought it would fix the issue but it still hasn't and it's now April 17th and I just spent 2 hours of my time on the phone with several different people and still no resolution.Business Response
Date: 05/16/2023
*** ***** ******* May 16, 2023
***********************
Tucson, AZ *****
**************
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 on April 13th and ending on April 15th I have added a total of $68 to the inmate’s pin debit account which allows him to use his tablet to send messages, listen to music, and watch movies as well. Unfortunately, the innate has been unable to use the funds as it states he has a negative balance. I have tried calling numerous times and speaking with connect network. Getting Out and the county jail. All refer me back to the other. I have tried escalating and was told by them that there is nothing they can do. I have also tried making a complaint. Well from December until April 13th I have had no issues and now no one can figure out the problem. The $68 was added in 5 separate transactions. Initially, I thought it would fix the issue, but it still has not, and it's now April 17th. I just spent 2 hours on the phone with several people, but there is still no resolution.
Upon review of the complaint addressing the concerns outlined, as requested, ViaPath reviewed transactions associated with *** *******’ online account to confirm 5 transactions were successfully applied to an Inmate PinDebit account with an ID# ******, housed in Pima County AZ. The resident in receipt of the deposits is successfully using the available balance to utilize tablet services offered by ViaPath and the available balance does not reflect as negative.
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
[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 have included screen shots to show that right after funds were added to the inmates account I received notifications showing I got several messages from him I believe 24-27 within the same time. There was no way he could send that many messages to me and his account went to negative amounts. I spoke with someone at GTL and he confirmed that he could see the inmate at a negative balance but couldn't explain why. There is no way that if he was at zero he would be able to send a message without depositing money. Again everyone kept referring me back to the county jail for an explanation. This was a GTL issue within their systems and I feel the money should be refunded back to myself or the inmate who was not able to use the funds.
Regards,
*************************Business Response
Date: 05/22/2023
*** ***** ******* May 22, 2023
**********************
Tucson, AZ *****
**************
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 the initial resolution letter citing that I have included screenshots to show that right after funds were added to the inmate account, I received notifications showing I got several messages from him I believe 24-27 within the same time. There was no way he could send that many messages to me and his account went to negative amounts. I spoke with someone at GTL, and he confirmed that he could see the inmate as having a negative balance but couldn't explain why. There is no way that if he was at zero, he would be able to send a message without depositing money. Again, everyone kept referring me back to the county jail for an explanation. This was a GTL issue within their systems, and I feel the money should be refunded back to me or the inmate who was not able to use the funds.
Upon review of the complaint addressing the concerns outlined, as stated in our initial response, the deposits referenced were accepted and applied to *** ******* ******’s Pin Debit account. Furthermore, if there had been a block enabled on *** ******’s account, deposits could not be made to his account until the negative balance is repaid. *** ****** has been successful in transferring funds between accounts to use additional services offered by ViaPath.
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:04/14/2023
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.
To whom it may concern, I have a loved one that is incarcerated in the Hudson county jail in New Jersey. Due to Covid the only way to be able to see your love one is through an app called getting out. This app was created by via path technology. In Texas I have not been able to video message my love one even though his other family members have I contacted the customer service department and they tell me I need to verify myself with personal information such as front and back of my drivers license, a photo of myself, and my Social Security number. This is sensitive information to be sending to someone who is overseas and won’t give me to an American representative. I know that other family members did not have to give personal information. All they had to do was download the app however, the customer service reps refused to give me to a manager and refused to give me the corporate number. Also, I’ve been sending photos of his son since March 14 of 2023 and it’s only supposed to take one to two business days to approve and they are not approving pictures and I haven’t received a refund and it’s getting very hard doing business with this company. I asked to show me their policy that states they need this information and the customer service representative directed me to the website where I could see the policy and the policy only states that they need your first and last name you to confirm your billing address and your phone number. So to ask for information that is not on your company’s policy Hass to be against consumers rights . I want access to my love one, I want to speak to an American representative does the manager, and I want my money back for the pictures that I sent and why they are not approving pics I spent money to sendBusiness Response
Date: 05/18/2023
*** *************************************************************************** May 18, 2023
************************************
Jacksonville, 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 I have a loved one that is incarcerated in the ****** County jail in New Jersey. Due to Covid the only way to be able to see your loved one is through an app called getting out. This app was created by via path technology. In Texas I have not been able to video message my loved one even though his other family members have I contacted the customer service department and they tell me I need to verify myself with personal information such as front and back of my driver’s license, a photo of myself, and my Social Security number. This is sensitive information to be sending to someone who is overseas and won’t give me to an American representative. I know that other family members did not have to give personal information. All they had to do was download the app, however, the customer service reps refused to give me to a manager and refused to give me the corporate number. Also, I’ve been sending photos of his son since March 14 of 2023 and it’s only supposed to take one to two business days to approve, and they are not approving pictures and I haven’t received a refund and it’s getting very hard doing business with this company. I asked to show me their policy that states they need this information, and the customer service representative directed me to the website where I could see the policy and the policy only states that they need your first and last name you to confirm your billing address and your phone number. So, to ask for information that is not on your company’s policy Hass to be against consumers rights. I want access to my loved one, I want to speak to an American representative does the manager, and I want my money back for the pictures that I sent and why they are not approving pics I spent money to send.
Upon review of the complaint addressing the concerns outlined, ViaPath contacted *** ******* to address her concerns directly and to provide an alternative secure option to send the requested documentation to validate her account.
Regarding the message and photos previously sent, we confirmed that those messages and photos were approved and successfully delivered to her loved one. The period allotted for photos to be approved can take up to 72 hours (about 3 days) as explained to *** *******.
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:04/13/2023
Type:Sales and Advertising 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.
04/11/2023 I called Telmate to request a full refund as I was unable to use their video chat services that I had purchased so my children could talk with their father who is in jail. I was told the refund would take 4-6weeks and that I would not be getting a full refund then I was hung up on.Business Response
Date: 05/16/2023
Ms. ***************************** May 16, 2023
*******************
Eaton, 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 04/11/2023 I called Telmate to request a full refund as I was unable to use their video chat services that I had purchased so my children could talk with their father who is in jail. I was told the refund would take 4-6weeks and that I would not be getting a full refund then I was hung up on.
Upon review of the complaint addressing the concerns outlined, as requested, ViaPath successfully refunded the remaining balance of $38.98 on the Friends and Family account connected to the email address referenced. $25.00 has been credited/refunded back to the original method of payment. Please allow up to 7 business days for the credit to appear. $13.98 has been refunded via check to be sent to the address on file. ViaPath initiated an expedited request via *** (****** ****** *******) Tracking number ****************** and is scheduled to arrive on 05/16/2023.
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: 05/16/2023
[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,
***************************Initial Complaint
Date:04/08/2023
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.
GTL is not letting me deposit money on any account it automatically cancels the payment. Talked to customer service and they said it was my card but I have called them 3 times and it's not that card.Business Response
Date: 05/08/2023
**. ******************** May 8, 2023
*********************
Shasta Lake City, 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 GTL is not letting me deposit money on any account it automatically cancels the payment. I talked to customer service, and they said it was my card, but I have called them 3 times and it's not that card.
Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid Friends and Family account ending in **** and was unable to locate any internal instances which would prohibit ****************** from processing a deposit into her Friends and Family account as intended. We found several attempts with different credit/debit cards used to attempt to process deposits, all of which were voided and returned to ******************.
ViaPath does not guarantee that all payments attempts will be successful and troubleshooting tips such as removing credit/debit cards from the online or automated account to be added back .to the online account is recommended. ViaPath also recommends using not more than two credit/debit cards on file. We also ask that you not attempt to process deposits back-to-back in a 24hr period as it *** inadvertently lock the account and or trigger a fraud flag with your financial institution. Due to the inability to process a deposit using a credit/debit card, as of 04/15/2023, ****************** began processing deposits via ********* and has a current balance of $20.75 as of today, May 8, 2023.
We regret the inconvenience this may have caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of 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:04/07/2023
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.
Hello I am reaching out on behalf od my husband that is incarcerated at *********** state prison where gtl provided tablet to imates to stay connected with there family which has fail due to tablets not working phone calls dropping constantly. My Husband received a new tablet on April 6 2023 because the first one that was provided didn't work well. Now new tablet don't work at all. I my self contacted gtl and they stated could assist me. HereMy husband information ********************************* # G61807 *************state prison CaliforniaBusiness Response
Date: 05/09/2023
**. *********************** May 9, 2023
**** ********* *****
East Los Angeles, 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 I am reaching out on behalf of my husband that is incarcerated at **** ****** state prison where GTL provided tablet to inmates to stay connected with their family which has fail due to tablets not working phone calls dropping constantly. My Husband received a new tablet on April 6, 2023, because the first one that was provided did not work well. Now the new tablet doesn't work at all. I contacted GTL and they stated they could assist me. Here My husband information *************************** Inmate # ****** ***********state prison California.
Upon review of the complaint addressing the concerns outlined, ViaPath conducted an audit of the profile connected to ********************** and confirmed the new tablet leased on 04/06/23 is fully functional and ********************** and **************** have been successfully exchanging messages on a consistent basis. An audit of the new device also revealed that ********************* has been successful in using additional applications, such as the gaming application as well as the phone application.
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:04/07/2023
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.
GTL STOLE MY MONEY IN THE AMOUNT OF $12.91 & $6.39 FOR A TOTAL OF $19.30. THEY DID NOT SEND ME AN EMAIL LETTING ME KNOW MY FUNDS WILL EXPIRE AND TO TAKE ACTION. I HAD NO IDEA I WAS GOING TO LOOSE MY MONEY. THEY TOLD ME THEY LET ME KNOW DURING A PREVIOUS CALL, BUT YOU CAN NOT UNDERSTAND THEY WAY THE CUSTOMER SERVICE AGENTS SPEAK. IT IS WITH HEAVY ACCENT AND VERY FAST. WHEN I CALLED TO GET MY MONEY REFUNDED THEY TOLD ME THEY SENT MY MONEY TO THE STATE OF VA BECAUSE I DID NOT USE IT WITHIN 180 DAYS. I AM REQUESTING GTL START SENDING THEIR LOYAL CUSTOMERS AN EMAIL LETTING THEM KNOW WHEN THEY ARE ABOUT TO STEAL THEIR MONEY & SEND IT TO THE STATE. I AM ALSO REQUESTING THEIR CUSTOMER SERVICE AGENTS TO SPEAK MORE CLEAR & SLOWER. I AM ALSO REQUESTING A REFUND IN THE AMOUNT OF $19.30.Business Response
Date: 05/08/2023
**. ************************************************** May 8, 2023
**** ** ******* ***
Port St. Lucie, 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 STOLE MY MONEY IN THE AMOUNT OF $12.91 & $6.39 FOR A TOTAL OF $19.30. THEY DID NOT SEND ME AN EMAIL LETTING ME KNOW MY FUNDS WILL EXPIRE AND TO TAKE ACTION. I HAD NO IDEA I WAS GOING TO LOSE MY MONEY. THEY TOLD ME THEY LET ME KNOW DURING A PREVIOUS CALL, BUT YOU CAN NOT UNDERSTAND THEY WAY THE CUSTOMER SERVICE AGENTS SPEAK. IT IS HEAVY ACCENT AND VERY FAST. WHEN I CALLED TO GET MY MONEY REFUNDED, THEY TOLD ME THEY SENT MY MONEY TO THE STATE OF VA BECAUSE I DID NOT USE IT WITHIN 180 DAYS. I AM REQUESTING GTL START SENDING THEIR LOYAL CUSTOMERS AN EMAIL LETTING THEM KNOW WHEN THEY ARE ABOUT TO STEAL THEIR MONEY & SEND IT TO THE STATE. I AM ALSO REQUESTING THEIR CUSTOMER SERVICE AGENTS TO SPEAK CLEARER & SLOWER. I AM ALSO REQUESTING A REFUND IN THE AMOUNT OF $19.30
Upon review of the complaint addressing the concerns outlined, ViaPath reviewed both prepaid AdvancePay accounts ending in 8195 & 7241. In doing so, we confirmed the following instances of Expired Funds.
AdvancePay account ending in 8195- $14.43. funds expired 06/16/2022 and were reinstated as requested on 07/08/2022.
AdvancePay account ending in 7241-$16.35 funds expired 06/16/2021 and were reinstated and transferred to the prepaid AdvancePay account ending in 8195 on 06/27/2021 as requested. The initial deposit of $20.00 on 03/1/2021 minus $3.00 for the service fee was deducted from the deposit and $16.35 was applied to the balance and was transferred per the noted date above.
Considering the explanation outlined, there are no new Expired Funds to reinstate to refund. In the case that there is a third prepaid AdvancePay account that was not mentioned, please advise of such and ViaPath will happily review the request and if funds are found, we will reinstate the balance and refund the Expired Funds as requested as a one-time courtesy.
Please note that going forward, effective Dec 28, 2022, once created, your?AdvancePay account will become inactive?and is subject to forfeiture?after 180 consecutive days of inactivity or non-use unless such time is shorter or longer based on governing law or contract. If an account is used by the account holder at any point in the inactivity period, the inactivity period will be reset.?A refund can be obtained by calling customer service at?877-650-4249. If your contact information is provided to ViaPath, and you opt-in to receiving a text and/or email reminder alert, you will receive a text and/or email of the scheduled expiration of your account no later than 30 days before the account expires.
We regret the inconvenience this may have caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of 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:04/06/2023
Type:Billing 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 requested three times to have my account closed in the GTL app and they have never responded to my requests. I would like my account closed effective immediately!Business Response
Date: 04/05/2023
Dear **********,
You have reached the wrong company. It seems you are trying to contact GTL Connect Network which provide GTL app. We have no relation to them.Business Response
Date: 05/15/2023
**. ********** ************; May 15, 2023
**** *********
Cicero, 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 I have requested three times to have my account closed in the GTL app and they have never responded to my requests. I would like my account to be closed effective immediately!
Upon review of the complaint addressing the concerns outlined, as requested, ViaPath initiated the process to close the online ConnectNetwork account associated with the email address, **********@*****.com. Please allow up to 10 business days to allow the account to be closed in its entirety.
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: 05/17/2023
[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:04/05/2023
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.
While attempting to place money on my daughters books, i was intructed to utilize this website. The website is confusing, and i ended up placing the money onto the wrong account. The payment was to have been placed on her books. This happended Feb 10, 2023, 4:50?PM. I sent an email to customer service on 2/10/263. Received a response back: -Case ********* has been created. I then followed up calling their listed contact number ************ on 2/14/23 asking for the status of my refund that i had asked for ($79.00) they advised me they tried to place it back on my card and it didnt go thru. I asked when this was done, and the cs person couldnt tell me. He said, since they were not able to place back onto the card, they mailded the check and it should take 2-3 weej. Well it is now April 5/2023 and I still havent received my refund. I have called several times and was asked why i requested it mailed, i advised them i wasnt given a choice of whether to refund card or check. I was just told, and still receive no updates. I have contact them 7 times and no one seems to know what to do, now they are telling me, i may not receive my refund till sometime june/july. This is rediculous!! I believe they are scamming people into forgetting about the money and just keeping it. I have requested a supv, and they will not put me thru. This is unacceptable. I just want my money returned. They do not provide any assistance at all and they will not return my money to me. I have uploaded all correspondence I want my refund of $79.00 returned back to me.Business Response
Date: 05/15/2023
*** ***** **** May 15, 2023
** ****************
Mesa, AZ *****
**************
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 while attempting to place money on my daughter's books, I was instructed to utilize this website. The website is confusing, and I ended up placing the money into the wrong account. The payment was to have been placed in her books. This happened Feb 10, 2023, 4:50 PM. I sent an email to customer service on 2/10/23. Received a response back: -Case ********* has been created. I then followed up calling their listed contact number ###-###-#### on 2/14/23 asking for the status of my refund that I had asked for ($79.00) they advised me they tried to place it back on my card and it didn’t go through. I asked when this was done, and the CS person couldn’t tell me. He said, since they were not able to place back onto the card, they mailed the check, and it should take 2-3 weeks. Well, it is now April 5, 2023, and I still haven’t received my refund. I have called several times and was asked why I requested it mailed, I advised them I wasn’t given a choice of whether to refund card or check. I was just told, and still receive no updates. I have contacted them 7 times and no one seems to know what to do, now they are telling me, I may not receive my refund till sometime June/July. This is ridiculous!! I believe they are scamming people into forgetting about the money and just keeping it. I have requested a sup, and they will not put me through. This is unacceptable. I just want my money returned. They do not provide any assistance at all, and they will not return my money to me. I have uploaded all correspondence. I want my refund of $79.00 returned back to me.
Upon review of the complaint addressing the concerns outlined, ViaPath attempted to refund the transaction as requested back to the original method of payment and was unsuccessful in the initial attempt. Anytime we are unable to successfully process a refund back to the original method of payment, the refund is automatically refunded as a check due to an error in processing. The refund check for $79.75 was mailed to the address on file as noted above on April 17th, 2023, and has a status of cashed/cleared and has been paid out as intended.
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:04/05/2023
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.
This is an on going issue with GTL tablets. Their are so many families including myself who pay to have monthly subscription messages video calls and the connection never works. Every messages and video sent is charged at the time that it's sent. And when the Inmate tries to view it, most of the time videos are blank. Calls do not connect and if they do they drop and have poor signal. Please help repair this problem for the ********** correctional facilitate. Gtl is not doing anything to resolve this problem. I have tried contacting **** ****** state prison in ********** and they insist its a problem with GTl viapath.Business Response
Date: 05/11/2023
*** ************************************************* May 11, 2023
***** ***** **
Moreno Valley, CA *****
**************
Email: **********************
c/o BBB of 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 this is an ongoing issue with GTL tablets. There are so many families including me who pay to have monthly subscription messages video calls and the connection never works. Every message and video sent is charged at the time that it's sent. And when the Inmate tries to view it, most of the time videos are blank. Calls do not connect and if they do they drop and have a poor signal. Please help repair this problem for the ********** correctional facilitate. GTL is not doing anything to resolve this problem. I have tried contacting **** ****** state prison in ********** and they insist it’s a problem with GTL/ViaPath.
Upon review of the complaint addressing the concerns outlined, ViaPath is aware of the issues outlined regarding the quality of calls, numerous unsuccessful attempts to process a call, and in addition to tablet/device issues and we are working diligently to improve the functionality of call quality and tablet/device access 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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