Business Profile

Communications

ViaPath Technologies

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Important information

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

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/11/2023
Type:Service or Repair 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.
My husband is in ************Correctional Institution in ****** Florida, the phone service is provided by GTL/Viapath. We have many calls that i cannot hear my husband clearly every other word is dropped and it makes for a very frustrating conversation as I cannot fully understand what he is saying. We also have had multiple phone calls disconnected by a recording stating "no 3rd party calling allow" and disconnects the call. I live alone I have never attempted nor will attempt to add another person to my phone call i have with my husband. I sit holding my phone and speak to him, this problem is becoming more and more frequent. My husband has to wait in line for hours to get the chance to call me, and when we get disconnected be it 5 minutes into our call or 15 minutes he has to go back to the end of the line, and it is hours before he call can me if at all possible. Most times he has to wait until the next day, our calls are very important to us to keep connected knowing what is going on in our lives. GTL makes speaking to my loved ones very hard and makes it extremely difficult for my loved one in prison. I am not the only person who is having this happen to, it is a state wide prison issue that needs to be addressed.
Business Response
Date: 03/15/2023
**. ******************************** March 15, 2023
**** PO Box
Hiram, GA *****
**************
Email: *******************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ******************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania I have used GTL for over a year now. and lately, not only have my calls been disconnected stating no third-party calls allowed, they have also been randomly cut off. if I am paying money that I have worked hard for, it shouldn't be taken from me and not used for what it is intended. on 1/29/23 I had received a call from my loved one and I was told by GTL that I did not have an account. so, when I called GTL, they proceeded to tell me that the call had failed but I had let them know that I received a different message than I normally do when I get a call. I dealt with someone very unpleasant and who would not let me speak. I wait for hours at a time for my loved one to have his turn on the phone, when there are hundreds of others trying to communicate with their families. this DOES need to be not only addressed but 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 12/02/2022 till the current date of 03/15/2023 have been successful, with a handful of disconnected calls 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
********************************************************
***************
Customer Answer
Date: 03/17/2023
[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. And to be clear, I do not ever answer other calls when I am talking to my husband, I live alone, so they're is not talking in the background. I never share my phone. I have noticed that the disconnected third-party calls have stopped, and the clarity has been better, static is gone so they must've fixed the issue between the time I first reported this. Thank you so much for your time.

Regards,

*******************
Initial Complaint
Date:02/11/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I deposited $200.00 on July 4, 2022 at 12:53:20 PM to the prepaid account for my phone number so an inmate can call me. The prison changed phone vendors later in the year. Without any written notice whatsoever, this company "expired" the remaining $174.62 balance on December 26, 2022 at 06:00:40 AM.Then, again without any notice to consumers, they claimed on a recorded phone line (employee ID *******, and supervisor employee ID ******** they "changed their policy" to no longer refund "expired" funds on December 28, 2022. When I spoke to a representative and a supervisor I was callously told, "you had two days before the policy changed to request a refund." However, without ever being given notice of a) the fact the funds were being "expired" in the first place or b) that the policy would be "changing" two days later, how would it be possible for me to know that I needed to request this refund within this timeframe? And, regardless of the policy change, the transaction of "expiring" my funds took place under the terms of service applicable on December 26, 2022 not the "new policy" of December 28, 2023, meaning the terms of the new policy were irrelevant and I am still entitled to a refund under the old terms of service. New terms of service do not supersede the prior contract without notification and consumer consent per The Ninth Circuit Court of Appeals decision ****************** v. ******* (2007). Thus, this is a blatantly illegal attempt to defraud customers and steal their money. Stealing from people without telling them you're going to steal their money, then claiming you would have given the money back if they had simply asked before you changed your mind two days later, but since they didn't ask before your self-imposed secret deadline that you never told them about means you should be entitled to keep the money the victim didn't yet know you had stolen is simply an appalling and illegal business practice. This company needs to refund my money immediately.
Business Response
Date: 03/15/2023
**********************; March 15, 2023
***********************************
South Jordan, UT**********
**************
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 deposited $200.00 on July 4, 2022, at 12:53:20 PM to the prepaid account for my phone number so an inmate can call me. The prison changed phone vendors later in the year. Without any written notice whatsoever, this company "expired" the remaining $174.62 balance on December 26, 2022,at 06:00:40 AM. Then, again without any notice to consumers, they claimed on a recorded phone line (employee ID *******, and supervisor employee ID ************ "changed their policy" to no longer refund "expired" funds on December 28, 2022. When I spoke to a representative and a supervisor I was callously told, "you had two days before the policy changed to request a refund." However, without ever being given notice of a) the fact the funds were being "expired" in the first place or b) that the policy would be "changing" two days later, how would it be possible for me to know that I needed to request this refund within this timeframe? And, regardless of the policy change, the transaction of "expiring" my funds took place under the terms of service applicable on December 26, 2022,not the "new policy" of December 28, 2023, meaning the terms of the new policy were irrelevant and I am still entitled to a refund under the old terms of service. New terms of service do not supersede the prior contract without notification and consumer consent per The Ninth Circuit Court of Appeals decision *********** v. **** ******* (2007). Thus, this is a blatantly illegal attempt to defraud customers and steal their money. Stealing from people without telling them you're going to steal their money, then claiming you would have given the money back if they had simply asked before you changed your mind two days later, but since they didn't ask before your self-imposed secret deadline that you never told them about means you should be entitled to keep the money the victim didn't yet know you had stolen is simply an appalling and illegal business practice. This company needs to refund my money immediately.

Upon reviewing the complaint and addressing the concerns outlined, ViaPath confirmed the Expired Funds balance of $174.63 went inactive on 12/26/2022. ViaPaths updated Expired Funds policy Effective Dec 28, 2022: can be viewed at www.connectnetwork.com.

As a one-time courtesy, ViaPath reinstated the expired balance referenced above and a check refund has been approved to be sent to the address above. Please allow up to 30 business days for the refund to arrive.

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:02/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband is incarcerated at ***** **** ** ***************** We spend quite a bit of money, on daily/weekly/monthly phone calls. We are charged and taxed quite heavily for this small luxury. For the past 3 months, our calls have been disconnected numerous times with a recording that comes on stating "no third-party calls allowed" and disconnects the line. There are no 3rd party calls taking place. This is happening to a large number of people using this company. If I am paying for a call, I expect it to work, and not give inaccurate claims and disconnect my call. The people we are speaking to have to wait hours to make a call, to only have it disconnected unexpectedly. They can also not call right back like a normal phone, as they have to wait a certain amount of time to make another call, as well as get back in line to use the phone again. This needs to be resolved by GTL/ViaPath immediately. I pay a lot of money for this service, I expect it to work properly every time. They do not respond to emails and getting a helpful CSR on the phone is impossible.
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 My husband is incarcerated at ***** **** ** ***************** We spend quite a bit of money, on daily/weekly/monthly phone calls. We are charged and taxed quite heavily for this small luxury. For the past 3 months, our calls have been disconnected numerous times with a recording that comes on stating "no third-party calls allowed" and disconnects the line. There are no 3rd party calls taking place. This is happening to a large number of people using this company.If I am paying for a call, I expect it to work, and not give inaccurate claims and disconnect my call. The people we are speaking to have to wait hours to make a call, to only have it disconnected unexpectedly. They can also not call right back like a normal phone, as they have to wait a certain amount of time to make another call, as well as get back in line to use the phone again. This needs to be resolved by GTL/ViaPath immediately. I pay a lot of money for this service, I expect it to work properly every time. They do not respond to emails and getting a helpful CSR on the phone is impossible..

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 ****

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
********************************************************
www.viapath.com
Initial Complaint
Date:02/10/2023
Type:Customer Service 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 pay over $5.00 a phone call and the phone line is constantly cutting my calls saying that I am making a 3 way call when I never am. The person calling me is not able to call me right back like a regular phone. This is a service that I pay for to be able to talk to my loved one who is serving a life sentence in prison;
Business Response
Date: 03/15/2023
*** ***************************************************** March 15, 2023
*********************************Jefferson City, TN**************
**************
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 I pay over $5.00 a phone call and the phone line is constantly cutting my calls saying that I am making a 3-way call when I never am. The person calling me is not able to call me right back like a regular phone. This is a service that I pay for to be able to talk to my loved one who is serving a life sentence in prison.

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 *** 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 ****

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 *** 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 *** 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, 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.

*****************************
ViaPath Technologies | Manager,Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:02/09/2023
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 being disconnected saying “third party calls not allowed” when they are not happening. I pay money to talk to my love one and don’t want it wasted on being hung up on and him having to try and call back later because he cannot call right back. This is happening more than twice a day! Then I am being charged to reconnect and talk again! My loved has to wait in line to call and should be allowed to talk without the phone messing up and wasting money. It’s not cheap to talk to them first of all.
Business Response
Date: 03/15/2023
************************************* March 15, 2023
**** *************
Pensacola, 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 Calls being disconnected saying third party calls not allowed when they are not happening. I pay money to talk to my loved one and don't want it wasted on being hung up on and him having to try and call back later because he cannot call right back. This is happening more than twice a day! Then I am being charged to reconnect and talk again! My loved must wait in line to call and should be allowed to talk without the phone messing up and wasting money. Its not cheap to talk to them first.

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
********************************************************
***************
Initial Complaint
Date:02/09/2023
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.
My grandson is incarcerated and has been unable to receive commissary funds since the early part of December 2022. I've called several times trying to find out why I could not add funds to his commissary account. I was given a numerous amount of excuses such as, their system was updating call back, talk to the jail it's their problem & so on. Finally, I called & explained what was going on and I was told that his account was blocked & in the red for $53.00. I asked them to explain how this could happen if he didn't have money in his account why was he allowed to make purchases? No one has been able to explain that to me yet. I was told that they would create a ticket & email me a form to fill out & mail along with a money order. I finally asked for a supervisor on 12/31/22 when I didn't receive the email. The woman said she would take care of it while I was on the phone. She did send the form but I could not open it, wrong format. I called them back & was told another ticket had to be created for the form. After a few days, I called them back & finally received the form on 1/5/2023. I filled the form out, followed all instructions & sent the form with the money order in the amount of $53.00 on 1/9/23 by Certified Mail. I tracked it and they received it on 1/12/23. On the form it stated that it would take 10 business days for the money order to clear. The 10th business day was 1/27/23, I called 1/28/23 the rep tried to take me through the entire process again until I stopped him & explained I've sent the form. He said that it would take another 5 days to process, just lieing which they do a lot of to get you off the phone. I then started trying to add money using their app & the account was still blocked. On 2/5/23 I called them again & asked to speak to a supervisor, I explained the situation & he told me that there's nothing they could do and can't share any other info. He was rude talking over me! This is unacceptable & too long to go without bare necessities!!
Business Response
Date: 03/14/2023
*** ********************************     March 14, 2023
**** ***********
Douglasville, GA *****
**************
Email: **********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ****************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing My grandson is incarcerated and has been unable to receive commissary funds since the early part of December 2022. I've called several times trying to find out why I could not add funds to his commissary account. I was given a numerous number of excuses such as, their system was updating call back, talk to the jail it's their problem & so on. Finally, I called & explained what was going on and I was told that his account was blocked & in the red for $53.00. I asked them to explain how this could happen if he didn't have money in his account why was he allowed to make purchases? No one has been able to explain that to me yet. I was told that they would create a ticket & email me a form to fill out & mail along with a money order. I finally asked for a supervisor on 12/31/22 when I didn't receive the email. The woman said she would take care of it while I was on the phone. She did send the form, but I could not open it, wrong format. I called them back & was told another ticket had to be created for the form. After a few days, I called them back & finally received the form on 1/5/2023. I filled the form out, followed all instructions & sent the form with the money order in the amount of $53.00 on 1/9/23 by Certified Mail. I tracked it and they received it on 1/12/23. On the form it stated that it would take 10 business days for the money order to clear. The 10th business day was 1/27/23, I called 1/28/23 the rep tried to take me through the entire process again until I stopped him & explained I've sent the form. He said that it would take another 5 days to process, just lying which they do a lot of to get you off the phone. I then started trying to add money using their app & the account was still blocked. On 2/5/23 I called them again & asked to speak to a supervisor, I explained the situation & he told me that there's nothing they could do and can't share any other info. He was rude talking over me! This is unacceptable & too long to go without bare necessities!

Upon reviewing the complaint and addressing the concerns outlined, ViaPath confirmed receipt of a money order for $53.00 to clear/unblock the Trust/Commissary account attached to **. ****** The block was removed from the account, although **. ***** status shows as released or transferred to a facility ViaPath is not in affiliation with.

In reference to how or why the account was initially blocked, this action is automatically triggered if a deposit/transaction is processed and then later formally disputed with their financial institution as this action results in ViaPath being solely responsible for repaying the deposit/transaction in full to the cardholder. In addition to the block added to the inmate account for, this action will prohibit all Friends and Family connected to the inmate from processing any deposits with a credit/debit card until the balance has been paid in full. Please note that any credit/debit card(s) used in association with the disputed transaction is blocked indefinitely but other credit/debit cards can be used to process deposits once the balance has been cleared.

ViaPath is more than happy to refund any remaining balances on the prepaid account intended to accept calls and can be requested by contacting Customer Service at ************, we are available 24/7 to assist you. Please be prepared to verify the account-holder information and allow up to 30 business days to receive a refund, either by check or back to the original method of payment if available.

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: 03/22/2023
[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. This process took entirely too long & it didn't do my grandson any good. Once they received the money his account should've been unblocked immediately.
I hope & pray I never have to use your services again, you definitely need some improvements in the way you handle these matters. Inmates are people too, without them & families who care about them you wouldn't exist as a company! They go hungry in these jails/prisons without commissary funds.
Regards,

******************
Initial Complaint
Date:02/09/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Getting disconnected from my loved one because it's saying no third party's allowed. Wasn't no one on a third party call. I send hundreds of dollars a month to speak to my loved one. And most of the time the phones are broke to were you can't hear them and now this. I wasn't even on the phone for 8 minutes. Something need to be done.
Business Response
Date: 03/14/2023
**. ************************ March 14, 2023
*********************
Silver Springs, 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 Getting disconnected from my loved one because it's saying no third parties allowed. Wasn't no one on a third-party call. I send hundreds of dollars a month to speak to my loved one. And most of the time the phones are broke to where you can't hear them and now this. I wasn't even on the phone for 8 minutes. Something need to be done.

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 01/28/2023 till the current date of 03/14/2023 have been successful, with a handful of disconnected calls 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 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:02/08/2023
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.
You can be on the call with your love one talking and a recording will come on saying no 3 way calling and disconnect the line, there is no 3 way calling we are just holding a conversation. These calls are to expensive to be dropping like that. Something need to be done. About this.
Business Response
Date: 03/14/2023
**. *********************** March 14, 2023
**** ***************
McDonough, GA *****
**************
Email: ********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing You can be on the call with your loved one talking and a recording will come on saying no 3 way calling and disconnect the line, there is no 3 way calling we are just holding a conversation. These calls are too expensive to be dropping like that. Something need to be done. About this.

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 03/14/2023 have been successful, with a handful of disconnected calls citing the detection of a three-way call. ViaPath’s 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,

Jamila W*******
ViaPath Technologies | Manager, Consumer Complaints
***************@viapath.com
***************
Initial Complaint
Date:02/07/2023
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.
On January 2 at 8:28 PM I deposited $200 into my husbands account they charged me $7.95 to deposit the money onto his account **** specifically said to me with my husband on the phone that his trust fund account and restitution account are two separate accounts.The money that I am depositing into his trust account restitution would not be subtracted from this money. Here it is January 7, 2023 and he finds out he only has $100 on his trust Fund Account then when I go back and look at the transaction the transaction of my card statement is to JPay but I specifically made the payment with connect network Gtl over the phone. The resolution I want for this claim is for the money to be put back on his account
Business Response
Date: 03/09/2023
**. ************************; March 9, 2023
************************************
Reseda, 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 On January 2 at 8:28 PM I deposited $200 into my husbands account they charged me $7.95 to deposit the money onto his account **** specifically said to me with my husband on the phone that his trust fund account and restitution account are two separate accounts. The money that I am depositing into his trust account restitution would not be subtracted from this money. Here it is January 7, 2023,and he finds out he only has $100 on his trust Fund Account then when I go back and look at the transaction the transaction of my card statement is to JPay, but I specifically made the payment with connect network GTL over the phone. The resolution I want for this claim is for the money to be put back on his account.
Upon review of the complaint addressing the concerns outlined, ViaPath confirmed two deposits of $200.00 to an Inmate Trust/Commissary account processed via the Web and not with a live representative as referenced. ViaPath does offer the option to process a deposit via our automated voice messaging system will provide you with step-by-step instructions to complete your transaction. Friends and Family may be required to provide the facility's Site ID (which, if needed, can be located on the facility's page) ************************************************.
Regarding the restitution fees being deducted from the deposits, please note that the facility has the right to withdraw funds deposited to be applied to restitution fees where applicable and therefore a refund is 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
********************************************************
***************
Customer Answer
Date: 03/27/2023
[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:
From: ******* **** <***************@*****.com>
Date: Mon, Mar 27, 2023 at 2:34 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

Re: I, ******* **** is this satisfied with the outcome of this complaint for two reasons, the money that I transferred into my husbands account on that specific date I know that I did not make the transaction over the phone but once I did make the transaction I had to call connectnetwork to verify that the transaction went through because it was not showing on my bank account statement. At the time of my recent interaction with connectnetwork/Gtl, I spoke with the representative by the name of ****. He assured me about the money definitely being put on my husbands, commissary trust, fund account, and that he can guarantee me that the money would not be subjected or taken out for restitution, because the trust fund account and a restitution account or two separate accounts. As long as I put, the money should be used for commissary purposes, which I did, you can refer back to a recorded call with my husband on the line with **** admitting to the money being separate from the trust fund and the restitution. You can also refer back to the call with him stating that he cannot show me that the money that I just put on my husbands trust fund account no restitution would be taken out.
My resolution for this transaction is that I’d be refunded back my money because had I known that the money was going to be subtracted for restitution and had I known that all of the funds would be taken away without him having any available fonts at all, which is zero cents out of the $400 that I sent to him. He still ended up with zero dollars.
Regards,

******* ****
Business Response
Date: 04/04/2023
*** ******* **** April
4, 2023
**** ****** ***** #******
Reseda,
CA *****
(**** ********
Email: ***************@*****.com

c/o
BBB of Metro Washington DC & Eastern Pennsylvania

RE:
Patrice Hill 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 in relation to the complaint filed citing I, ******* **** is this satisfied with the
outcome of this complaint for two reasons, the money that I transferred into my
husband’s account on that specific date I know that I did not make the
transaction over the phone but once I did make the transaction I had to call ConnectNetwork
to verify that the transaction went through because it was not showing on my
bank account statement. At the time of my recent interaction with ConnectNetwork/GTL,
I spoke with the representative by the name of ****. He assured me about the
money being put on my husbands, commissary trust, fund account, and that he can
guarantee me that the money would not be subjected or taken out for
restitution, because the trust fund account and a restitution account or two
separate accounts. If I put, the money should be used for commissary purposes,
which I did, you can refer back to a recorded call with my husband on the line
with **** admitting to the money being separate from the trust fund and the
restitution. You can also refer to the call with him stating that he cannot
show me that the money that I just put on my husband’s trust fund account no
restitution would be taken out. My resolution for this transaction is that I’d
be refunded back my money because had I known that the money was going to be
subtracted for restitution and had I known that all the funds would be taken
away without him having any available fonts at all, which is zero cents out of
the $400 that I sent to him. He still ended up with zero dollars.

Upon review of the rejected
response addressing the concerns outlined, as stated in our initial response,
ViaPath acknowledged the deposits referenced, however, when restitution is
owed, the facility has the right to
withdraw funds deposited to be applied to the restitution fees where applicable
and therefore a refund is not warranted. Please also note that ViaPath is
unable to refund deposits made to a Trust/Commissary account as the funds are
considered the property of the resident.
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
***************@viapath.com
***************
Initial Complaint
Date:02/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had at least 7 calls in the last several weeks disconnect with a recording that comes on stating "no third-party calls allowed", followed with an immediate disconnect of the line. I have not had any third-party calls. When I contacted the company, they have said the issue is on my side, stating I need to contact my phone carrier, can't have any background noise, cannot use ear buds, cannot use speakerphone and also that I cannot have the phone too close to my face when holding it. It seems like literally every excuse in the book. I called on 1/14/23 and spoke to **** to report the issue and had to call back 5 business days later to find out what they found. The rep on this date, ***, said they looked into the calls on 1/15/23 and did not find any issues to which I responded there were no issues with that date as it was after the original call where **** did not take down any of the dates/times I had issues with.I know of a large number of people that this has been happening to and yet I am told this issue is not on their end. There are no third-party calls being made. The people we are speaking to wait hours to make a call, have a time limit in which they can use the phone and are unable to call back due to a "waiting period" if a call disconnects and have to get back in line to use the phone. The service provided by Viapath has been pitiful and the lack of customer service even worse. The issue of a wrongful detection of third party calls needs to be corrected by GTL/ViaPath immediately.Here are the 7 examples of disconnected calls I have logged that have occurred with two different phones/numbers:************ 1/7/23 07:03a 16 min 1/10/23 07:14a 6 min 1/14/23 11:28p 13 min 1/21/23 11:12p 22 min ************ 1/13/23 11:27p 21 min 1/14/23 06:45p 12 min 1/19/23 7:01a 7 min
Business Response
Date: 03/14/2023
*************************************************************                                                     March 14, 2023
*************************************************************
**************
Email: *********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ********************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing I have had at least 7 calls in the last several weeks disconnect with a recording that comes on stating "no third-party calls allowed", followed with an immediate disconnect of the line. I have not had any third-party calls. When I contacted the company, they have said the issue is on my side, stating I need to contact my phone carrier, can't have any background noise, cannot use ear buds, cannot use speakerphone and that I cannot have the phone too close to my face when holding it. It seems like literally every excuse in the book. I called on 1/14/23 and spoke to **** to report the issue and had to call back 5 business days later to find out what they found. The rep on this date, ***, said they investigated the calls on 1/15/23 and did not find any issues to which I responded there were no issues with that date as it was after the original call where **** did not take down any of the dates/times I had issues with. I know of many people that this has been happening to and yet I am told this issue is not on their end. There are no third-party calls being made. The people we are speaking to wait hours to make a call, have a time limit in which they can use the phone and are unable to call back due to a "waiting period" if a call disconnects and must get back in line to use the phone. The service provided by ViaPath has been pitiful and the lack of customer service even worse. The issue of a wrongful detection of third-party calls needs to be corrected by GTL/ViaPath immediately. Here are the 7 examples of disconnected calls I have logged that have occurred with two different phones/numbers: ************ 1/7/23 07:03a 16 min 1/10/23 07:14a 6 min 1/14/23 11:28p 13 min 1/21/23 11:12p 22 min ************ 1/13/23 11:27p 21 min 1/14/23 06:45p 12 min 1/19/23 7:01a 7 min

Upon reviewing the complaint and addressing the concerns outlined, ViaPath checked the prepaid AdvancePay accounts 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 03/14/2023 have been successful, on both lines, with a handful of disconnected calls 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 and is regulated by the ****

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
********************************************************
www.viapath.com
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:
The response of "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." is not acceptable to me as these are not things that are occurring during my calls and regardless, do not constitute a "three way call".

I have FIFTEEN more examples of calls terminated early due to "three-way calling" since my initial complaint, when that is simply not true!! ViaPath needs to improve their system to prevent faulty detection of three-way calling. As stated in my previous message, the people on the other end of the call do not have the opportunity to call back whenever they want and are actually unable to call back right away (like we would normally be able to do) so a call disconnected abruptly is a huge deal. These folks may not be able to call again for days at times. The issue with faulty detection needs to be addressed and not merely making excuses for the "sensitivity" of ViaPath's system. The fact is calls are being terminated for "three way calling" when there is no "three way calling".

xxxxxx****
2/7/23 9:45p 13 min
2/17/23 7:02a 19 min
2/19/23 8:41a 12 min
02/23/2023 05:25p 22 min
02/26/2023 09:24p 9 min
03/03/2023 07:01a 23 min
03/03/2023 11:35p 15 min
03/04/2023 11:24p 7 min
03/05/2023 09:28p 8 min

xxxxxx****
2/12/23 9:03a 29 min
2/18/23 23:22p 14 min
2/22/23 09:22a 13 min
2/23/23 01:45p 12 min
03/07/2023 09:35p 7 min
03/11/2023 04:20p 21 min

Regards,

*********************
Business Response
Date: 03/24/2023
***************************************************************                                                     March 24, 2023
*************************************************************
**************
Email: *********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ********************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania to reject our initial response citing I have FIFTEEN more examples of calls terminated early due to "three-way calling" since my initial complaint, when that is simply not true!! ViaPath needs to improve their system to prevent faulty detection of three-way calling. As stated in my previous message, the people on the other end of the call do not have the opportunity to call back whenever they want and are unable to call back right away (like we would normally be able to do) so a call disconnected abruptly is a huge deal. These folks may not be able to call again for days at times. The issue with faulty detection needs to be addressed and not merely making excuses for the "sensitivity" of ViaPath's system. The fact is calls are being terminated for "three way calling" when there is no "three way calling".

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.

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: 04/04/2023
[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 would like more information on the timeline of next steps since the change request has been submitted to the facility to lower the sensitivity features in the phone system. When do we anticipate a response? I just had another call disconnected after 6 minutes for "third party calling".

Regards,

*********************
Business Response
Date: 04/11/2023
*************************************************************                                                     April 11, 2023
*************************************************************
**************
Email: *********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ********************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania to reject our initial response citing I am rejecting this response because: I would like more information on the timeline of next steps since the change request has been submitted to the facility to lower the sensitivity features in the phone system. When do we anticipate a response? I just had another call disconnected after 6 minutes for "third party calling".

Upon reviewing the complaint and addressing the concerns outlined, as stated, ViaPath has taken the initiative to submit a change request to the facility for approval to lower the sensitivity features in the phone system. At this time, ViaPath is working to obtain that approval to ensure conversations are not disconnected and coded as a three-way call when that is not the case. Unfortunately, a specific time is unavailable. Please note that, although billing is terminated per calls being disconnected, we understand the importance of reliable communication and we are working to resolve this issue as soon as possible. As a one-time courtesy, ViaPath has added a credit of $10.00 to the prepaid AdvancePay accountending in ****, for the inconvenience in which this matter has caused. We continue to appreciate your patience in this matter.

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: 09/15/2023
[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 had at least 10 calls in the last several weeks disconnect with a recording that comes on stating "no third-party calls allowed", followed with an immediate disconnect of the line. I have not had any third-party calls. This is an ongoing issue for the good part of the last year. I have been told previously by the company that they will "look into the sensitivity" settings. The people we are speaking to wait hours to make a call, have a time limit in which they can use the phone and are unable to call back due to a "waiting period" if a call disconnects and have to get back in line to use the phone. The issue of a wrongful detection of third party calls needs to be corrected by GTL/ViaPath immediately.

Regards,

**** ******
Business Response
Date: 09/18/2023
*** **** ******
***** **** *******
Seminole,
FL *****
###-###-####
Email: ***********@*****.com

c/o
BBB Of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer
**** ****** contacted The BBB Of Metro Washington
DC & Eastern Pennsylvania to reject our initial response citing that I am
rejecting this response because: I have had at least 10 calls in the last
several weeks disconnect with a recording that comes on stating "no
third-party calls allowed", followed with an immediate disconnect of the
line. I have not had any third-party calls. This is an ongoing issue for the
good part of the last year. I have been told previously by the company that
they will "look into the sensitivity" settings. The people we are
speaking to wait hours to make a call, have a time limit in which they can use
the phone and are unable to call back due to a "waiting period" if a
call disconnects and have to get back in line to use the phone. The issue of a
wrongful detection of third party calls needs to be corrected by GTL/ViaPath
immediately.

Upon
review of the complaint outlined, ViaPath acknowledged that 3rd party calls
were causing calls to disconnect although no actual 3rd party calls were
initiated during the calls. As explained in our previous response, outside
energy such as prolonged silences, call waiting beeps, and conversations in the
background would be detected and coded as a 3rd party call. ViaPath took the
initiative to submit a change request to the facility for approval to lower the
sensitivity features in the phone system, however, the acceptance of this
request is at the sole discretion of the facility. In the meantime, ViaPath
initiated a credit of $10.00 to the prepaid Advance Pay account ending in **** for the inconvenience. ViaPath is working diligently to ensure conversations
are not disconnected and coded as a three-way call when that is not the case.

We regret
the inconvenience this is causing, however, we remain willing to continue to
improve our services and address issues that may arise in a timely manner.
Considering the explanation outlined, we anticipate that this will close this
complaint, and should you have any additional questions, please feel free to contact
me directly.

Cordially,

****** ********
ViaPath
Technologies | Manager, Consumer Complaints
Office
###-###-####
***************@viapath.com
www.viapath.com
Customer Answer
Date: 09/25/2023
[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:
As per ViaPath's previous response that outside energy such as prolonged silences, call waiting beeps, and conversations in the background would be detected and coded as a 3rd party call....none of these things are happening when our calls are disconnected. I have had at least TEN calls disconnected due to "third party calls" just this month alone so far! Although ViaPath took the initiative to submit a change request to the facility for approval to lower the sensitivity features in the phone system, what is the follow up with this? Has there been a response? Can another request be submitted? What other paths can be taken and who else can be contacted to review this WIDESPREAD issue that is negatively impacting countless families daily?? ViaPath says they are working diligently to ensure conversations are not disconnected and coded as a three-way call when that is not the case...what is being done????

Regards,

**** ******
Business Response
Date: 10/05/2023
*** **** ******                                                                           October
5, 2023
***** **** *******
Seminole,
FL *****
###-###-####
Email: ***********@*****.com

c/o
BBB Of Metro Washington DC
& Eastern Pennsylvania

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

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

Consumer
**** ****** contacted The BBB Of Metro Washington
DC & Eastern Pennsylvania to reject our initial response citing that I am
rejecting this response because:
As per
ViaPath's previous response that outside energy such as prolonged silences,
call waiting beeps, and conversations in the background would be detected and
coded as a 3rd party call....none of these things are happening when our calls
are disconnected. I have had at least TEN calls disconnected due to "third
party calls" just this month alone so far! Although ViaPath took the
initiative to submit a change request to the facility for approval to lower the
sensitivity features in the phone system, what is the follow up with this? Has
there been a response? Can another request be submitted? What other paths can
be taken and who else can be contacted to review this WIDESPREAD issue that is
negatively impacting countless families daily?? ViaPath says they are working
diligently to ensure conversations are not disconnected and coded as a
three-way call when that is not the case...what is being done????

Upon review
of the complaint outlined, ViaPath acknowledged that 3rd party calls were
causing calls to disconnect although no actual 3rd party calls were initiated
during the calls. As explained in our previous response, in light of the number of instances reported
regarding calls being disconnected, ViaPath submitted a change request to the facility for approval to
lower the sensitivity features in the phone system, however, the acceptance of
this request is at the sole discretion of the facility and at this time, that
request has not been approved or denied by the facility. In the meantime,
ViaPath has been initiating courtesy credits to the prepaid Friends and Family Advance Pay accounts
affected upon confirmation of calls being disconnected for 3rd party
calls whilst awaiting a response from the facility.

We regret
the inconvenience this is causing; however, we remain willing to continue to
improve our services and address issues that may arise in a timely manner.
Considering the explanation outlined, we anticipate that this will close this
complaint, and should you have any additional questions, please feel free to
contact me directly.

Cordially,

****** ********
ViaPath
Technologies | Manager, Consumer Complaints
Office
###-###-####
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