Complaints

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

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• 

  ViaPath Technologies

  3120 Fairview Park Dr Ste 300 Falls Church, VA 22042-4570

• 

  Global Tel* Link Corporation

  72 North Village Ave Ste 2E Rockville Centre, NY 11570

• 

  Global Tel* Link Corporation

  201 Cayuga Ave Ste 15 Altoona, PA 16602

• 

  Global Tel Link

  3945 Okemos Rd Ste A4 Okemos, MI 48864

• 

  Global Tel* Link

  1203 Governors Square Blvd. Ste 501 Tallahassee, FL 32301

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:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was incarcerated at ********* correctional inst an had $989.00 left on my phone account pin debt an sent all the proper paper work to gtl for my refund I had to keep calling them in regards to this matter and 3 an half weeks ago I had 3 different supervisor tell me my refund was sent out and would be to me in 10 business days but has been over 20 days an when I call them now there saying there not sure what's going on with it an manager will call me back same day an never call I just want my refund an this matter handled please

  Business Response

  Date: 03/23/2023

  **. ******************************                                                                                 March 23, 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 MetroWashington DC & Eastern Pennsylvania citing I was incarcerated at ********************************** and had $989.00 left on my phone account pin debt an sent all the proper paper work to GTL for my refund I had to keep calling them in regards to this matter and 3 an half weeks ago I had 3 different supervisor tell me my refund was sent out and would be to me in 10 business days but has been over 20 days and when I call them now there saying there not sure what's going on with it an manager will call me back same day an never call I just want my refund on this matter handled please!
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath confirmed a remaining balance attached to two accounts under ****************** totaling $948.48.
  Pin Debit balance: $942.29
  Debit Link Units: $6.19
  The check refund was processed and sent out on 03/06/2023. Please allow up to 30 business days to receive the refund check by mail at the address above:
  
  We regret the delay in processing the initial refund 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.com
  

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Connect network is my issue. GTL. Now ViaPath Technologies. All I want is my unused money that I deposited on my advance pay account ($11.59) and my settlement money ($21.45) =$33.04 and ALL is being intentionally withheld from me. Official deposit of funds was $29.00 12/26/2021, used phone service in 03/2022 left with $11.59 which sat inactive 90 days until 06/04/2022 when they expired funds. They’ve done this before. call 5/6 times on 07/2022 asking for my money. At that time they told me to call back once money is showing in my account THEN request refund. I say okay. No money in my balance for weeks. I gave up figured he never did it. Per usual of my expectations of GTL. NEVER saw the money. Checked often on the app. My transaction itself does show on statements 08/24/2022 they credited by balance back $11.59. Never saw it. They again adjusted $11.59 back out 11/2022 before refunding me like they said they would. You’ve gotta be joking. ALL I WANT IS MY OWN MONEY BACK. I don’t want to close my prepaid account in case I need it. I just want my $34.04 total money being withheld from me—a check is fine. Just found out tonight it took a month to credit the $11.59 last time never saw it on my balance. But it expired AGAIN. It’s now 2/20/2023 I still don’t have my money I call them. They said I can’t have a check. Or a refund at all because their terms have changed. Well money deposited 2021. Court case was until 2021. 2022 they adjusted and they took 2022. A representative then mentioned a settlement balance shows $21.45 (outside $11.59 theyre keeping) from a GTL SETTLEMENT and I can’t see or use that money. Why can’t I get anything refunded- in a check? $21.45+$11.59=$33.04 it’s there i just can’t have it? court settlement was about this very situation, literally taken to court, settled paid out—and then money from settlement is paid as an unusable unseeable prepaid credit balance. Won’t show on app. Not on statements. Automated system says 0.00. Unfair.

  Business Response

  Date: 03/27/2023

  **. ***************************                                              March 27, 2023
  *** ***********
  Winchester, VA *****
  *************
  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 Connect network is my issue. GTL. Now ViaPath Technologies. All I want is my unused money that I deposited on my advance pay account ($11.59) and my settlement money ($21.45)=$33.04 and ALL is being intentionally withheld from me. Official deposit of funds was $29.00 12/26/2021, used phone service in 03/2022 left with $11.59 which sat inactive 90 days until 06/04/2022 when they expired funds. They've done this before. call 5/6 times on 07/2022 asking for my money. At that time, they told me to call back once money is showing in my account THEN request refund. I say okay. No money in my balance for weeks. I gave up figured he never did it. Per usual of my expectations of GTL. NEVER saw the money. Checked often on the app. My transaction itself does show on statements 08/24/2022 they credited by balance back $11.59. Never saw it. They again adjusted $11.59 back out 11/2022 before refunding me like they said they would. You've gotta be joking. ALL I WANT IS MY OWN MONEY BACK. I don't want to close my prepaid account in case I need it. I just want my $34.04 total money being withheld from me—a check is fine. Just found out tonight it took a month to credit the $11.59 last time never saw it on my balance. But it expired AGAIN. It’s now 2/20/2023 I still don’t have my money I call them. They said I can’t have a check. Or a refund at all because their terms have changed. Well money deposited 2021. Court case was until 2021. 2022 they adjusted and they took 2022. A representative then mentioned a settlement balance shows $21.45 (outside $11.59 theyre keeping) from a GTL SETTLEMENT and I can’t see or use that money. Why can’t I get anything refunded- in a check? $21.45+$11.59=$33.04 it’s there i just can’t, have it? court settlement was about this very situation, literally taken to court, settled paid out—and then money from settlement is paid as an unusable unseeable prepaid credit balance. Won’t show on app. Not on statements. Automated system says 0.00. Unfair.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the account to confirm the Expired Funds balance of $11.59 was removed to be refunded via check to be sent to the address on file. In regard to the settlement referenced with a credit balance of $21.45, these funds are available for use and have also been reinstated to the account as it can be used for future calls. This balance can be viewed via the online account upon logging in under the prepaid account ending in ****. Regarding Expired Funds, please note that effective Dec 28, 2022, your AdvancePay account will become inactive 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. If your contact information is provided to ViaPath, and you opt-in to receiving a text reminder alert, you will receive a text 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
  ********************************************************
  ***************
  

• Initial Complaint

  Date:02/21/2023

  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 purchased a video chat with a prisoner in the ********** Department of Corrections on February 18, 2023 at 8:00am CT. I logged into the website the day before to make sure I had everything needed for the call the following day and everything was perfect. On Saturday I went to login and the system and it did not recognize my email or password, s of today I still cannot login in. I have called on Saturday to the customer service number ************** and was on hold for an hour until I hung up because no one answered the phone. I did the same on Monday and Tuesday to no avail. I called there offices in New York and was transferred to another department where I continued to hold for another hour. These people have no customer service, there is no help from anyone. I would like my login re-instated, my money refunded or used to set up another video chat.

  Business Response

  Date: 03/24/2023

  **. *****************************************************                                                                                 March 24, 2023
  ************************
  Deerfield, 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 Anne Umlauf contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing I purchased a video chat with a prisoner in the ******** Department of Corrections on February 18, 2023 at 8:00am CT. I logged into the website the day before to make sure I had everything needed for the call the following day and everything was perfect. On Saturday I went to login and the system, and it did not recognize my email or passwords of today I still cannot login in. I have called on Saturday to the customer service number 1-************ and was on hold for an hour until I hung up because no one answered the phone. I did the same on Monday and Tuesday to no avail. I called their offices in New York and was transferred to another department where I continued to hold for another hour. These people have no customer service, there is no help from anyone. I would like my login re-instated, my money refunded or used to set up another video chat
  
  Upon review of the complaint addressing the concerns outlined, ViaPath located and confirmed video visit #****** referenced within the complaint was unsuccessful and a refund was approved for $3.20, which will go back to the credit/debit card ending in ****.
  
  Regarding being unable to log into the online account, we confirmed an update to the password as recent as February 24th, 2023. If you are still unable to log-in, please contact us directly at ###-###-####.
  
  We regret *** ****** has not had a great experience in 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
  ********************************************************
  ***************
  

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Calls have been disconnected numerous times in the past few weeks with a recording stating, “No third-party calls allowed” and disconnects the line. There are no third-party calls taking place. This issue is happening to a large number of people using this company. If I am paying for these calls, then I expect them to work - not give inaccurate claims and disconnect my call. The people that we are speaking to have to wait hours to make a call, only to finally get one and it is unexpectedly disconnected. They are unable to call right back as such with a normal phone, as they must wait a certain amount of time to make another call, as well as wait in line again to use the phone to make said call. This issue needs to be resolved by GTL/ViaPath immediately.

  Business Response

  Date: 03/23/2023

  **. *******************************                                                                                 March 23, 2023
  ************************* Apt *
  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 Calls have been disconnected numerous times in the past few weeks with a recording stating, “No third-party calls allowed” and disconnects the line. There are no third-party calls taking place. This issue is happening to many people using this company. If I am paying for these calls, then I expect them to work - not give inaccurate claims and disconnect my call. The people that we are speaking to have to wait hours to make a call, only to finally get one and it is unexpectedly disconnected. They are unable to call right back as such with a normal phone, as they must wait a certain amount of time to make another call, as well as wait in line again to use the phone to make said call. This issue needs to be resolved by GTL/ViaPath immediately.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath checked the prepaid AdvancePay account ending in **** to confirm and resolve the issues outlined. Upon doing so, we found most calls dating back from 01/01/2023 till the current date of 03/15/2023 have been successful, although there were some calls that were disconnected citing the detection of a three-way call. ViaPaths phone/calling system is extremely sensitive to interruptions in calls such as an incoming call notification or beep and placing the call on hold to answer a second call. Long pauses where the conversation is null and additional energy such as conversations/voices in the background, will also trigger the system to disconnect the call citing a three-way call. It is imperative that incoming calls are not answered during a call as this *** result in the call being disconnected. Please also note that upon the release of a call for whatever reason, billing is terminated as ViaPath bills on a per-minute basis of $0.14 per minute minus a reconnection fee and is regulated by the FCC. 
  
  Going forward, should these issues continue to occur, minus the instances outlined above, please include specific dates and times of the occurrence(s) as this information would be helpful in escalating the matter to be investigated to identify if there is an equipment or system issue on our end that may be causing the disruptions reported to be resolved in a timely manner.
  
  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
  ********************************************************
  ***************
  

• Initial Complaint

  Date:02/21/2023

  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.

  Good morning I would like my cellphone removed from Connect Network account I have explained before that someone is sending this inmate ************************* ******* money and using my name and cellphone number to do this. I would like for it to stop immediately. I didn't give permission for anyone to use my phone or name to send the inmate money and wish that it would be blocked ASAP!! This Fraudulent activity because it is not me sending this inmate money .please handling this issues immediately. Thank you

  Business Response

  Date: 03/24/2023

  ************ *******                                                             March 24, 2023
  **** **********
  Cincinnati, OH *****
  **************
  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 I would like my cellphone removed from Connect Network account I have explained before that someone is sending this inmate ************************* ******* money and using my name and cellphone number to do this. I would like for it to stop immediately. I didn't give permission for anyone to use my phone or name to send the inmate money and wish that it would be blocked ASAP!! This Fraudulent activity because it is not me sending this inmate money. Please handle this issue immediately. Thank you.
  
  Upon reviewing the complaint and addressing the concerns outlined, due to security and protocol measures we are unable to remove the cellphone number as requested from the ConnectNetwork online account. However, we were able to block the account, as requested, from sending funds to the inmate referenced in the complaint.
  
  Effective Dec 28, 2022: Please be advised, once created, your AdvancePay account will become inactive 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. Information regarding refunds is detailed in the terms of use at www.ConnectNetwork.com  and can be discussed with customer service at ************, we are available 24/7. If your contact information is provided to ViaPath, and you opt-in to receiving a text reminder alert, you will receive a text of the scheduled expiration of your account no later than 30 days before the account expires. Please be prepared to confirm accountholder information.
  
  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 *** 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
  ********************************************************
  ***************
  

• Initial Complaint

  Date:02/17/2023

  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.

  Contact GTL customer service to request a refund of funds that was put on my phone number of ************. Spoke with ********* ID# ******* who is requesting a last 4 digits of the card that was used. Advise that the card was compromised and no longer have that card number that was used. I was denied my refund and was told I need to send a phone bill in. They already know that the phone number belongs to me as when I call in the automated system can pick up on my phone. I would like a of my 18.00 which is an estimated of what the balance it. They are trying to find any way to keep my money.

  Business Response

  Date: 03/21/2023

  ****************** ******                                                  March 21, 2023
  ***********************
  Bloomington, MN *****
  **************
  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 Contact GTL customer service to request a refund of funds that was put on my phone number of ************. Spoke with ********* ID# ******* who is requesting a last 4 digits of the card that was used. Advise that the card was compromised and no longer have that card number that was used. I was denied my refund and was told I need to send a phone bill in. They already know that the phone number belongs to me as when I call in the automated system can pick up on my phone. I would like a of my 18.00 which is an estimated of what the balance it. They are trying to find any way to keep my money.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid AdvancePay account ending in **** and confirmed that the refund request was submitted and approved for the remaining balance of $12.51.  The refund will be sent via check to the address on file as confirmed the credit/debit card used to process the last transaction is no longer available. Please allow up to 30 business days to receive the refund via check.
  
  We regret the delay in processing your initial request; 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,
  
  Jamila W*******
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  ***************
  

• Initial Complaint

  Date:02/17/2023

  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 2/6/2023 I sent $50.00 to my nephew in jail. Today is 2/17/2023 & he still haven't received the money yet in his inmate trust fund. Connect Network charge $4.25 for you to send money through the website so my card was charged $54.25. When I called and spoke to the representative, he asked me my card number, first 6 digits and last 4 digits. After I gave ot to him he said that my card was declined and to contact my back. I knew that wasn't so, but I contact my back anyway. The bank verified that they did take the money out. So now the bank is investigating it. I called back and spike with the supervisor, *****, he told me there's nothing he can do about it. My nephew told me in our visit today that all the offenders are complaining about the online network, saying they're not getting they're money & to stop using it. While I was waiting to visit a family member of another offender came to the jail to drop off a money order, she told me that the site Connectnetwork.com took her money. My nephew told me to check on it when I got home and boy was he right. This website is for offenders love ones, family, and friends to put money on their books for commissary trust fund, telephone, etc. They are ripping us off. Please investigate this place.

  Business Response

  Date: 03/23/2023

  *** ******* ****                                                       March 23, 2023
  **********************
  Port Arthur, 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 on 2/6/2023 I sent $50.00 to my nephew in jail. Today is 2/17/2023 & he still haven't received the money yet in his inmate trust fund. Connect Network charge $4.25 for you to send money through the website so my card was charged $54.25. When I called and spoke to the representative, he asked me my card number, first 6 digits and last 4 digits. After I gave to him, he said that my card was declined and to contact my back. I knew that wasn't so, but I contact my back anyway. The bank verified that they did take the money out. So now the bank is investigating it.I called back and spike with the supervisor, *****, he told me there's nothing he can do about it. My nephew told me in our visit today that all the offenders are complaining about the online network, saying they're not getting they're money & to stop using it. While I was waiting to visit a family member of another offender came to the jail to drop off a money order, she told me that the site Connectnetwork.com took her money. My nephew told me to check on it when I got home and boy was, he right. This website is for offenders loved ones, family, and friends to put money on their books for commissary trust fund, telephone, etc. They are ripping us off. Please investigate this place.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath reviewed and confirmed a transaction for $54.25 processed on 02/06/23. As stated, $4.25 was deducted from the service fee, leaving $50.00 to post to the intended residents Trust/Commissary account. The transaction was reflected as approved, but without the resident's name, we cannot confirm the deposit was posted as intended. ViaPath attempted to contact ************ at the telephone number ending in **** but was unsuccessful to confirm the name of the resident to resolve this matter as requested. ViaPath is requesting that ************ provide the information needed in a response to this letter or contact me directly at the email address below.
  
  We regret the delay in processing your initial request; 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
  ********************************************************
  ***************
  

  Customer Answer

  Date: 03/29/2023

  [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:02/14/2023

  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.

  This company steals your money and makes excuses not to credit it to your account. On 2/6/23 I made a payment on their app and the payment was not posted to my account. However, they took the money from my credit card. I called customer service the same day and was told they see the payment but they were doing an upgrade to their system. Yet they didn't post anything to their website or app that they were doing an upgrade. They don't know why it didn't post to my account but they were opening a ticket and it would be resolved in 3 to 5 business days. Here we are at the 6th business day and still no credit to my account. When I called in first I was told it'll be another 5 business days, then I got someone else and was told it'll be done tomorrow, the next person told me to call in tomorrow to check on it. Yet when I checked on it yesterday I was told it would be done by the end of the business yesterday 2/13/23. I sent in an email this morning with all the proof that they got my payment to the [email protected] email the GTL customer service gave me because it's their parent company. This company keeps passing buck. They stole my money and keep making excuses as to why they can't credit my account the money they already recieved. Even when I already sent the proof to them that the payment was completed on 2/6/23 on my credit card companies side. There's a reason this company was sued for millions of dollars. It's because of there shady business practices.

  Business Response

  Date: 03/09/2023

  **. ****************************;                                                                                       March 9, 2023
  ** ***************************
  Wallkill, NY *****
  **************
  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 this company steals your money and makes excuses not to credit it to your account. On 2/6/23 I made a payment on their app and the payment was not posted to my account. However, they took the money from my credit card. I called customer service the same day and was told they see the payment, but they were doing an upgrade to their system. Yet they didn't post anything to their website or app that they were doing an upgrade. They don't know why it didn't post to my account, but they were opening a ticket and it would be resolved in 3 to 5 business days. Here we are at the 6th business day and still no credit to my account. When I called in first, I was told it'll be another 5 business days, then I got someone else and was told it'll be done tomorrow, the next person told me to call in tomorrow to check on it. Yet when I checked on it yesterday,I was told it would be done by the end of the business yesterday 2/13/23. I sent in an email this morning with all the proof that they got my payment to the [email protected] email the GTL customer service gave me because it's their parent company. This company keeps passing buck. They stole my money and keep making excuses as to why they can't credit my account the money they already received. Even when I already sent the proof to them that the payment was completed on 2/6/23 on my credit card companies side. There's a reason this company was sued for millions of dollars. It's because of their shady business practices.
  

  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed there was an attempt to deposit $50.00 on 02/06/23 intended for the prepaid AdvancePay account ending in ****. The deposit was never settled as paid and was refunded to the financial institution on 03/07/23. Please allow up to 10 business days from the date referenced for the credit to appear. Although it varies by the financial institution, merchants may be allowed up to 30 days to accept the transaction as paid. In most cases, this will result in the funds being deducted from the account for up to 30 days. The screenshots provided by *** ********** echo the transaction as preauthorized.

  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
  ********************************************************
  www.viapath.com

  Customer Answer

  Date: 03/14/2023

  [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:02/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company provides telephone service to prisons, and the inmate calls their loved ones who put prepaid funds on an account for that purpose. My complaint is in regards to greater than 25 of my calls from my husband being DROPPED due to "no third party calls" and high is an apparent glitch. I have never assisted my husband with a third party call. These calls cost upwards of almost 5 dollars and due to having long lines and a lock out period of 30 minutes, my husband cannot call back for quite some time. This interrupts the Conversation and our communication suffers greatly. In addition to that my out of pocket costs for dropped calls is horrendous.

  Business Response

  Date: 03/15/2023

  *************************;                                                                                            March 15, 2023
  2249 **************
  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 this company provides telephone service to prisons, and the inmate calls their loved ones who put prepaid funds on an account for that purpose. My complaint is in regard to greater than 25 of my calls from my husband being DROPPED due to "no third party calls" and high is an apparent glitch. I have never assisted my husband with a third-party call. These calls cost upwards of almost 5 dollars and due to having long lines and a lock out period of 30 minutes, my husband cannot call back for quite some time. This interrupts the Conversation, and our communication suffers greatly. In addition to that my out-of-pocket costs for dropped calls is horrendous.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath checked the prepaid AdvancePay account ending in **** to confirm and resolve the issues outlined. Upon doing so, we found most calls dating back from 12/01/2022 till the current date of 03/15/2023 have been successful, although there were some calls that were disconnected citing the detection of a three-way call. ViaPaths phone/calling system is extremely sensitive to interruptions in calls such as an incoming call notification or beep and placing the call on hold to answer a second call. Long pauses where the conversation is null and additional energy such as conversations/voices in the background, will also trigger the system to disconnect the call citing a three-way call. It is imperative that incoming calls are not answered during a call as this may result in the call being disconnected. Please also note that upon the release of a call for whatever reason, billing is terminated as ViaPath bills on a per-minute basis of $0.14 per minute minus a reconnection fee and is regulated by the FCC. 
  
  Going forward, should these issues continue to occur, minus the instances outlined above, please include specific dates and times of the occurrence(s) as this information would be helpful in escalating the matter to be investigated to identify if there is an equipment or system issue on our end that may be causing the disruptions reported to be resolved in a timely manner.
  
  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
  ********************************************************
  ***************
  

  Customer Answer

  Date: 03/17/2023

  [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:
  
  When the call is dropped because of your error in your faulty system,  that leads to a conversation being disconnected half way through which now needs to restart and reset. This means the conversation that was already in progress needs to be restarted. Therefore the charge for that entire call was inappropriate because everything would have been fine until you ruined the conversation with your funky antiquated software that drops calls erroneously. This is a known problem and you refuse to address it and correct. This problem is so widespread that large groups of people online complain about it daily. I'm simply asking for a refund for the calls you disconnected. This should be easy considering all the money you steal from people everyday and don't even have a good quality phone service. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 03/24/2023

  *************************;                                                                                            March 24, 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 to reject our initial response citing when the call is dropped because of your error in your faulty system, that leads to a conversation being disconnected halfway through which now needs to restart and reset. This means the conversation that was already in progress needs to be restarted. Therefore, the charge for that entire call was inappropriate because everything would have been fine until you ruined the conversation with your funky antiquated software that drops calls erroneously. This is a known problem, and you refuse to address it and correct. This problem is so widespread that large groups of people online complain about it daily. I'm simply asking for a refund for the calls you disconnected. This should be easy considering all the money you steal from people every day and don't even have a good quality phone service.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath has taken the initiative to submit a change request to the facility for approval to lower the sensitivity features in the phone system, referenced in our initial response. ViaPath is working diligently to ensure conversations are not disconnected and coded as a three-way call when that is not the case. We appreciate your patience as we work to resolve this matter as quickly as possible.
  
  Please also note that upon the release of a call for whatever reason, billing is terminated as ViaPath bills on a per-minute basis of $0.14 per minute minus a reconnection fee, therefore the request for a refund of dropped calls in not warranted.
  
  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
  ********************************************************
  ***************
  

• Initial Complaint

  Date:02/12/2023

  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.

  Tonight GTL disconnected my phone call with my husband who is incarcerated at ***** Correctional Institution and cited the reason as no 3rd party calls allowed. There were no 3rd party calls taking place. This is not the first time this has happened. I pay too much to stay in touch with my husband through the high priced calls to have them interrupted a d disconnected for no reason. My husband will not even be able to attempt to call back for at least another 30 minutes.I want to be credited for all of my calls that were short changed. And I want GTL aka Viapath to stop disconnecting our calls on false pretenses. They charge us to upload money to recieve calls. They charge us exoribitant rates per minute amd they charge us taxes and fees! Then to sever our connecyio. Amd stop our conversation on false pretenses is bad service that they should stop doing.

  Business Response

  Date: 03/15/2023

  **. ******* *****               March 15, 2023 
  PO Box **** 
  Ft. Pierce, 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 Tonight GTL disconnected my phone call with my husband who is incarcerated at ********* Correctional Institution and cited the reason as no 3rd party calls allowed. There were no 3rd party calls taking place. This is not the first time this has happened. I pay too much to stay in touch with my husband through the high-priced calls to have them interrupted a d disconnected for no reason. My husband will not even be able to attempt to call back for at least another 30 minutes. I want to be credited for all my calls that were short changed. And I want GTL aka ViaPath to stop disconnecting our calls on false pretenses. They charge us to upload money to receive calls. They charge us exorbitant rates per minute and they charge us taxes and fees! Then to sever our connection and stop our conversation on false pretenses is bad service that they should stop doing. 
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath checked the prepaid AdvancePay account ending in **** to confirm and resolve the issues outlined. Upon doing so, we found most calls dating back from 12/01/2022 till the current date of 03/15/2023 have been successful, although there were some calls that were disconnected citing the detection of a three-way call. ViaPaths phone/calling system is extremely sensitive to interruptions in calls such as an incoming call notification or beep and placing the call on hold to answer a second call. Long pauses where the conversation is null and additional energy such as conversations/voices in the background, will also trigger the system to disconnect the call citing a three-way call. It is imperative that incoming calls are not answered during a call as this may result in the call being disconnected. Please also note that upon the release of a call for whatever reason, billing is terminated as ViaPath bills on a per-minute basis of $0.14 per minute and is regulated by the FCC.  
  
  Going forward, should these issues continue to occur, minus the instances outlined above, please include specific dates and times of the occurrence(s) as this information would be helpful in escalating the matter to be investigated to identify if there is an equipment or system issue on our end that may be causing the disruptions reported to be resolved in a timely manner. 
  
  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 
  ******************************************************** 
  ***************