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

  1203 Governors Square Blvd. Ste 501 Tallahassee, FL 32301

• 

  Global Tel* Link

  5700 SW 34th St Ste 300 Gainesville, FL 32608

• 

  Global Tel* Link Corporation

  7259 nw 12th st Miami, FL 33126

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:02/07/2023

  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 fund an account with GTL/ViaPath for my husband who is incarcerated in Miami, Florida to be able to call me. Normal calls are allowed to be 30 minutes in duration and cost an incredible amount to do so. Since December of 2022 we have had numerous calls cut off a few minutes in with a recording that states "no third-party calls are allowed"-sometimes this happens several times a day. This is NOT the case. There are no third-party calls happening. This started in December of last year. I have called GTL/ViaPath and spoke to customer service to try and resolve this several times. Each time I am assured that they are making a report or given another answer. One told me last night after 2 of these cut off calls that the facility is losing power each time which is also not the case. It is important that I am allowed to speak to my husband- being incarcerated and he is they are not allowed to call back for a certain amount of time when this happens, and they must get back in a line to call back and it is another charge for a phone call. This is happening to a lot of other people at a lot of the facilities, and it is becoming a huge problem. I believe when we are paying the absorbent amounts that we are paying for calls anyway, that they should work without these disruptions and false promises of reporting it. This needs to be resolved immediately. Thank you!

  Business Response

  Date: 03/14/2023

  **. **********************                              March 14, 2023
  ****************
  Louisville, KY *****
  **************
  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 fund an account with GTL/ViaPath for my husband who is incarcerated in Miami, Florida to be able to call me. Normal calls are allowed to be 30 minutes in duration and cost an incredible amount to do so. Since December of 2022 we have had numerous calls cut off a few minutes in with a recording that states "no third-party calls are allowed"-sometimes this happens several times a day. This is NOT the case. There are no third-party calls happening. This started in December of last year. I have called GTL/ViaPath and spoke to customer service to try and resolve this several times. Each time I am assured that they are making a report or given another answer. One told me last night after 2 of these cut off calls that the facility is losing power each time which is also not the case. It is important that I am allowed to speak to my husband- being incarcerated and he is they are not allowed to call back for a certain amount of time when this happens, and they must get back in a line to call back and it is another charge for a phone call. This is happening to a lot of other people at a lot of the facilities, and it is becoming a huge problem. I believe when we are paying the absorbent amounts that we are paying for calls anyway, that they should work without these disruptions and false promises of reporting it. This needs to be resolved immediately. Thank you!
  
  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 *** *****s 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: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.

  Several weeks ago my calls were being disconnected numerous times with a recording that said “no third-party calls allowed” and disconnects my call. There is NEVER a 3rd party call. The quality of the calls has been extremely poor also: unable to hear, full of static, disconnections, doesn’t ring here, rings and disconnects. I contacted the facility recently and was told “The telephones in A and B dormitories were checked and tested today. There were no issues reported at that time.” Yet the problem persists. In the past 24 months, I have paid this company over $6,000 for phone calls, including a lot of one minute calls that I never realized. I found those when adding up my costs. We never talk for 1 minute. I am paying a lot of money for phone calls, I should get value for my money.. Having to wait hours to use the phone, have it disconnected for no reason and then having to wait a half hour until they can call back for another call, in addition there can be another wait to use the phone. Phones are only available for limited hours, with many people to use them. This is needs to be resolved.

  Business Response

  Date: 03/14/2023

  **. ****************************************                              March 14, 2023
  ************************
  Orange City, 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 several weeks ago my calls were being disconnected numerous times with a recording that said “no third-party calls allowed” and disconnects my call. There is NEVER a 3rd party call. The quality of the calls has been extremely poor also: unable to hear, full of static, disconnections, doesn’t ring here, rings and disconnects. I contacted the facility recently and was told “The telephones in A and B dormitories were checked and tested today. There were no issues reported at that time.” Yet the problem persists. In the past 24 months, I have paid this company over $6,000 for phone calls, including a lot of one-minute calls that I never realized. I found those when adding up my costs. We never talk for 1 minute. I am paying a lot of money for phone calls; I should get value for my money. Having to wait hours to use the phone, have it disconnected for no reason and then having to wait a half hour until they can call back for another call, in addition there can be another wait to use the phone. Phones are only available for limited hours, with many people to use them. This is needs to be resolved.
  
  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,
  
  *****************************
  ViaPath Technologies | Manager,Consumer Complaints
  ********************************************************
  ***************

  Customer Answer

  Date: 03/14/2023

  [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]
  
  The company looked at the account slash/phone number that I rarely use, have not had thirty party call problems with and I don’t recall any third part hang ups.  One number is used about 4 times a month compared to the other number on the account  which is used 60 or more on the other line from ****** Correctional. It is the one with all the disconnects.
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

  Business Response

  Date: 03/24/2023

  **. **************************                              March 24, 2023
  ***************************
  Orange City, 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 rejecting our initial response citing the company looked at the account slash/phone number that I rarely use, have not had thirty party call problems with and I don’t recall any third part hang ups.  One number is used about 4 times a month compared to the other number on the account which is used 60 or more on the other line from ****** Correctional. It is the one with all the disconnects.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath checked the prepaid AdvancePay account ending in **** as it was attached to the complaint. ViaPath is more than happy to review associated accounts connected to *** ******* regarding the issue outlined of third-party interruptions during calls. As stated in our initial response, 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.
  
  Considering the issues confirmed, 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 above. ViaPath is working diligently t ensure conversations are not disconnected and coded as a three-way call when that is not the case. In the meantime, 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: 03/28/2023

  [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:

  
  

  You are not taking my complaint seriously. 

  
  

  The Florida Senators & House of Representatives will.  So will social media. I will pass my call history and phone logs on to them, showing the over billing and the dropped calls. Thank you for responding before the budget for the year is finalized.
  
  Regards,
  
  ***************************

  @********
  

• Initial Complaint

  Date:02/06/2023

  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.

  My phone calls have been getting Interrupted stating no third party calls and theres no third party calls being attempted.

  Business Response

  Date: 03/14/2023

  ****************** *****                                              March 14, 2023
  ******************
  Sarasota, 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 ************************* contactedThe BBB of Metro Washington DC & Eastern Pennsylvania citing my phone calls have been getting Interrupted “stating no third party calls” and there’s no third party calls being attempted.
  
  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
  ********************************************************
  ***************

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 shouldnt 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.

  Business Response

  Date: 03/14/2023

  ********************************;                                                                           March 14, 2023
  **********************SE
  Palm Bay, 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 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 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. 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:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last 3 weeks, our calls have been dropped stating no Third party calls allowed but we arent doing any third party calls. This has happened in total of 16 times over the last 3 weeks and each call is over $4

  Business Response

  Date: 03/14/2023

  *****************************;              March 14, 2023
  *********************
  Hollywood, 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 for the last 3 weeks, our calls have been dropped stating “no Third-party calls allowed” but we aren’t doing any third-party calls. This has happened in total of 16 times over the last 3 weeks and each call is over $4. 
  
  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. 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
  ********************************************************
  *************** 

  Customer Answer

  Date: 03/15/2023

  [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 they are not accepting the fact that they are dropping calls for "third party calls" while we are not making any three way calls. For example, last night at 11 I received a call from my husband and we were talking about eggs and all of a sudden it states that "no third party calls. If GTL pulls up their records they will see the numerous tickets I have opened with them in regards to the calls being dropped and never get a response from them as a resolution. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 03/24/2023

  *****************************;                                                               March 24, 2023
  *****************
  Hollywood, 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 I am rejecting this response because they are not accepting the fact that they are dropping calls for "third party calls" while we are not making any three-way calls. For example, last night at 11 I received a call from my husband, and we were talking about eggs and suddenly it states that "no third-party calls. If GTL pulls up their records they will see the numerous tickets I have opened with them in regards to the calls being dropped and never get a response from them as a resolution.
  
  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 the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager,Consumer Complaints
  ********************************************************
  ***************
  

  Customer Answer

  Date: 03/28/2023

  [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 waisted over 100 dollars in calls that are dropped for supposedly three way party calls! I have called and complained about each of them!!!

  
  Regards,
  
  *******************
  

  Business Response

  Date: 04/07/2023

  *****************************;                                                               April 7, 2023
  *********************
  Hollywood, 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 that I am rejecting this response because: I have waisted over 100 dollars in calls that are dropped for supposedly three way party calls! I have called and complained about each of them!
  
  Upon reviewing the complaint and addressing the concerns outlined, as stated in our initial response, ViaPath has taken the initiative to submit a change request to the facility for approval to lower the sensitivity features in the phone system and are working diligently to ensure conversations are not disconnected and coded as a three-way call when that is not the case.  Please note that prepaid calls are billed on a per-minute basis and billing is disconnected in concert with the call. We appreciate your patience as we work to resolve this matter as quickly as possible.
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager,Consumer Complaints
  ********************************************************
  ***************
  

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ********************* and I am having a real problem with video visits. GTL's visiting app doesn't work. I have missed 2 visits in row with my husband, ***************************** #******, who is incarcerated at ********* Correctional Facility in Michigan. The camera icon at the bottom of the screen, that I click on to check in, is not activating my ability to check in to my visits even though I do have a visit. I have lost 2 visits in a row because of this, with the last lost visit being on Thursday 2/2 at 6:30 pm. I had called regarding the first incident and the representative told me to uninstall the app and reinstall it. I have done that and it still didn't work for my visit on 2/2. This needs to be fixed. I live 2000 miles away from my husband and we rely on video visits, and look very forward to them. I am disappointed in this company who claims to care so much about keeping prisoners and their families in contact. A few months ago when my husband was in ************** prison, my husband and I lost 2 to 3 visits in a row because this company's equipment wasn't working, and now, just a couple of months later I have lost 2 visits in a row because your app isn't working. In addition, I can't even tell you how many hours I have spent on hold trying to get my refunds and have his visits reinstated to his quota. Not only do I lose my visits because of this company's horrible service, but then I have to sit on hold for hours trying to talk to someone. I have attempted to reach a customer service representative for days now, and have spent hours waiting on hold. Yesterday I waited on on hole for 2 hours and had to hang up and go to work. Before that I sat on the phone for one and a half hours before having to go to work. As I write this, I have been on hold for an hour and a half and I still have, yet, to resolve this issue and get help. This is ridiculous and a horrible way to treat your customers. I have a visit this Saturday 2/11 at 6:30 pm. Will it work?

  Business Response

  Date: 03/10/2023

  Ms. **********************;                                                                                    March 10, 2023
  *************
  Boulder, CO *******
  **************
  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 name is ****** **** and I am having a real problem with video visits. GTL's visiting app doesn't work. I have missed 2 visits in row with my husband, ******* ******* #******, who is incarcerated at ******* Correctional Facility in Michigan. The camera icon at the bottom of the screen, that I click on to check in, is not activating my ability to check in to my visits even though I do have a visit. I have lost 2 visits in a row because of this, with the last lost visit being on Thursday 2/2 at 6:30 pm. I had called regarding the first incident and the representative told me to uninstall the app and reinstall it. I have done that, and it still didn't work for my visit on 2/2. This needs to be fixed. I live 2000 miles away from my husband and we rely on video visits and look very forward to them. I am disappointed in this company who claims to care so much about keeping prisoners and their families in contact. A few months ago, when my husband was in ********* ****** prison, my husband and I lost 2 to 3 visits in a row because this company's equipment wasn't working, and now, just a couple of months later I have lost 2 visits in a row because your app isn't working. In addition, I can't even tell you how many hours I have spent on hold trying to get my refunds and have his visits reinstated to his quota. Not only do I lose my visits because of this company's horrible service, but then I must sit on hold for hours trying to talk to someone. I have attempted to reach a customer service representative for days now and have spent hours waiting on hold. Yesterday I waited on on hole for 2 hours and had to hang up and go to work. Before that I sat on the phone for one and a half hours before having to go to work. As I write this, I have been on hold for an hour and a half and I still have, yet, to resolve this issue and get help. This is ridiculous and a horrible way to treat your customers. I have a visit this Saturday 2/11 at 6:30 pm. Will it work?
  
  Upon review of the complaint addressing the concerns outlined, ViaPath audited the transactions referenced per the date and confirmed the visit from 02/11/23 was refunded to the credit/debit card ending in **** in the amount of $3.20 as it was confirmed as canceled by visitor citing technical difficulties, all other visits audited were free.
  
  Regarding issues relating to unsuccessful visits, please make sure you are logging into the following site for visits, ********************************. If the issues referenced continue, please resort to the following troubleshooting tips/steps by uninstalling the app and powering the device down/off for 5 minutes. Upon powering the device back on, reinstall GTL VisMobile part one of two and two of two. For Vis Bridge, please note the following devices such as ****** ****,  ****** tablets, ****** or *******’s for video visitations are not compatible.
  
  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:02/02/2023

  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.

  My husband was in jail for a brief amount of time and I had to use these services in order for him to call home. When he got out of jail 6 months ago I was told that I had to wait till the account was inactive for a certain amount of days before I can have a refund of the money that was left in the account. After that a certain amount of time was over I called customer service asked refund confirm my address and the representative and for me that it will take 10 to 15 business days of process that I can probably receive a check within 2 to 4 weeks since he's been out and they told me since my account was inactive now that I could not have refund of my money. According to their site it doesn't matter if the account is inactive or active you're allowed to have your money back I call and spoke with the representative and a supervisor in both informed me that they were sorry there was nothing else that they could do about it I was just out of luck I explained that I did everything that their agents told me to do that that was not my fault I did everything I was supposed to. I was still told by the end of the phone call that I was ***. I told the supervisor I did not appreciate that I to work in customer service and you don't tell a customer but there is no way to resolve the situation I was told I was out of luck out of money nothing they could do good night and have a good day.

  Business Response

  Date: 02/27/2023

  **. ******************************************************                  February 27, 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 My husband was in jail for a brief amount of time and I had to use these services in order for him to call home. When he got out of jail 6 months ago, I was told that I had to wait till the account was inactive for a certain amount of days before I can have a refund of the money that was left in the account. After that a certain amount of time was over, I called customer service asked refund confirm my address and the representative and for me that it will take 10 to 15 business days of process that I can probably receive a check within 2 to 4 weeks since he's been out and they told me since my account was inactive now that I could not have refund of my money. According to their site it doesn't matter if the account is inactive or active you're allowed to have your money back I call and spoke with the representative and a supervisor in both informed me that they were sorry there was nothing else that they could do about it I was just out of luck I explained that I did everything that their agents told me to do that that was not my fault I did everything I was supposed to. I was still told by the end of the phone call that I was ***. I told the supervisor I did not appreciate that I to work in customer service and you don't tell a customer but there is no way to resolve the situation I was told I was out of luck out of money nothing they could do good night and have a good day.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath located the AdvancePay account ending in **** to which Expired Funds were found as removed from the account, as there had been no activity. As of December 28th, 2022,ViaPath updated our AdvancePay Inactivity Policy and Text and Email Alert Opt-In Feature Notice that states the following: To all AdvancePay Account Holders, please be aware that your account will become inactive after 180 days of inactivity or non-use. Refunds are only available for active accounts by contacting our customer service center within the 180-day period. If you would like to sign-up for a text and/or email alert reminder 30 days before your account goes inactive, please visit AdvancePay Account Preferences.
  
  As a one-tine courtesy, ViaPath reinstated the Expired Funds balance of $14.39 for approval of a check refund to the address above. Please allow up to 30 business days to receive the refund. This policy can be found upon log-in at ***********************.
  
  We regret any miscommunication regarding the Expired Funds &  Refund policy; 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:01/30/2023

  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.

  On numerous occasions I have attempted to utilize the video, and messaging services to no avail. After receiving countless errors including being advised that there is a scheduled visit when there is no scheduled visit and visit is currently unavailable I have attempted to reach out for support to no avail. I was advised to log out and log back in which I had already tried and it did not resolve the issue. Also experiencing random disconnects if video feed is able to be established and extremely poor video quality. No further support was offered despite paying for the service.

  Business Response

  Date: 05/22/2020

  May 22, 2020 
   
  Better Business Bureau 1000 Broadway Suite 625 Oakland CA 94607 
   
  RE *************************** Compliant ID ******** 
   
  This letter serves as a formal response to the complaint listed above. 
   
  Consumer *************************** contacted the Better Business Bureau regarding video visitation not being connecting and still charged. 
  In reviewing ****************** complaint, I reached out to the Subject Matter Expert on video visitation to have them investigate ****************** account. They tested her account using a computer, tablet, ******* phone and a ******. They could not find any issues with her account that would cause the visit to be charged and yet not connect/ complete. Without ****************** actual device and how **************** is connecting for the visits they can only test.  
  It is recommended that the customer use WIFI and not hotspots, data plans or if the reception is poor due to being too far from the source of WIFI . 
   I did notice that in several of the visits  **************** was using her data plan which is not recommended as it is not always reliable for visitations due to almost all unlimited data plans will bump you down from normal 4G service to ultraslow 2G speeds once you cross a certain monthly usage threshold. And your speeds may be slowed down during times of heavy network congestion due to deprioritization, which essentially means that at times your access to high-speed data may be thwarted in favor of others. This cause the video to freeze, no audio, lagging video/audio, or loss of connection. 
  I reviewed all of May’s video visitation, and out of the 62 videos I refunded back 8 video visitations. Out of the 8 there were only 4 that were issues on the inmates side and the other 4 were for a courtesy refund due to no video on customers side. We  are not technicians for the customers equipment or data services.  
  For message issues. I reviewed all 209 messages sent and received for the month of May and did not find any issues. All messages went through and were delivered and read by both parties. 
   
  For the video visitation, I have credited $31.15 back to your account for the 8 video visits in question.  
   
  Telmate anticipates that this will close this complaint, and should you have any additional questions please feel free to contact me. 
    
  Sincerely yours,  
   
  ************************* Offline, Issue Resolution Spec.  GTL |  www.gtl.net office ************/ fax ************ 
   

  Business Response

  Date: 03/03/2023

  Ms. ********************                              March 3, 2023
  **** **************** ***** 
  El Centro, 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 numerous occasions I have attempted to utilize the video, and messaging services to no avail. After receiving countless errors including being advised that there is a scheduled visit when there is no scheduled visit and visit is currently unavailable, I have attempted to reach out for support to no avail. I was advised to log out and log back in which I had already tried, and it did not resolve the issue. Also experiencing random disconnects if video feed can be established and extremely poor video quality. No further support was offered despite paying for the service.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath confirmed several successful visits. Further review confirmed that the resident/inmate does not have the tablet hooked up to the station so his side is blacked out, The tablet must be connected to the docking station. Please note that connectivity and ample bandwidth is crucial to ensuring visits are not cut out. We noticed instances where either the video option was turned off on ****************** side or the connectivity or bandwidth was not sufficient at that time. The same holds true for disruptions in attempts to send messages. Please make sure there is a stable connection.  Attempts to visit and or send messages while mobile may cause the connection to be interrupted. There were no audio issues found in the successful visits reviewed.
  
  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:01/30/2023

  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 has taken money for scheduled visits that never happened and i really believe that they have no one answering their phones so they don't have to refund customers. I have contacted them via email and phone to try to solve issues with their website and after being on hold for hours each time, no one has ever answered the phone on many different occasions to resolve this issue. Emails have also gone unanswered.

  Business Response

  Date: 03/03/2023

  **. ********************                              March 3, 2023
  *** *********** Apt *
  Yorktown, 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 This company has taken money for scheduled visits that never happened and i really believe that they have no one answering their phones so they don't have to refund customers. I have contacted them via email and phone to try to solve issues with their website and after being on hold for hours each time, no one has ever answered the phone on many different occasions to resolve this issue. Emails have also gone unanswered.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath confirmed 2 free successful visits on 02/26/23, and therefore the request to be refunded is not warranted. In the future, please be sure to record the date and time of the visits in question and report them within 72 hours to ensure the visit can be reviewed in a timely manner for a resolution. Please note that you have 30 days to report any issues experienced and request a refund for a paid visit by contacting customer service at ###-###-####.
  
  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:01/29/2023

  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.

  Trying to fix a problem with a restricted account, and getting different answers. The account was restricted through no fault of hers. I continue to get the run around.

  Business Response

  Date: 04/02/2020

  
   April 2, 2020 
   
  Better Business Bureau 1000 Broadway Suite 625 Oakland CA 94607 
   
  RE ********************************* #******** 
   
  This letter serves as a formal response to the complaint listed above. 
   
  Consumer ********************************* contacted the Better Business Bureau regarding the account of the incarcerated individual who was blocked from debit/credit card transactions and was a cash only account. 
   
  In reviewing the incarcerated account there was a credit/debit card block on the inmates account as well as the phone number of the person who disputed the credit card charges. Previously whenever a customer disputed credit card charges, the inmate and anyone that had added funds to the inmates account or was associated money wise to the inmates account were then blocked from making a debit/credit card transaction until the dispute was resolved. The reasoning behind this is customers would add funds, then disputes the charges, so that number would be blocked, the customer would then get a new number and add funds again, and again dispute charges. Therefore, the inmates account was also blocked. The reasoning for requiring a cash only account is Telmate did not wish to take a chance of accepting a credit/debit card payment and instead require secured payment of cash or money gram express to add funds. As a merchant is legally entitled to demand any form of payment they wish, and a credit/debit card is not legal tender, but it is merely one of many convenient ways of paying a debt or paying for a service and is not preventing the customer from making deposits or adding funds, only the option to add these funds by debit/credit card.  
   
  The person who disputed the charges has the same name as this individual and at the time the disputes were made the deposits were made from the same phone number with this individuals name. That phone number is blocked from adding funds to the inmates account and from adding funds to that phone number.  ****************** has a different phone number that is not blocked, but the inmates account is still blocked from credit card deposits and will remain so until the dispute has been settled. 
   
  On 3/27/20 that phone number inquired about having the charges removed. The process was sent to them to have the fraud flag removed. We have not heard back from them nor has the dispute been resolved. The unfortunate party in this is the inmate, but the flag will remain on that phone number and on the inmates account until the dispute has been resolved. 
   
  Telmate anticipates that this will close this complaint, and should you have any additional questions please feel free to contact me.  
   
  Sincerely yours,  
   
  ************************* Offline, Issue Resolution Spec.  GTL |  *********** office ************/ fax ************

  Customer Answer

  Date: 04/03/2020

   
  Complaint: ********
  
  I am rejecting this response because: My card was used fraudulently to put money on that person's account. I have no connection to that person nor do I know her.  My card was cancelled out for that reason by the card company.   I have told you this several times. I only asked for her account to be unrestricted because someone asked me too after Telmate dragged me into this situation. Telmate is asking me to pay a penalty plus what amount my card was used for without my permission. That is ridiculous. Why would I pay for something that I didn't do to start with?  So, you can either release the restriction on that person's account or not, but I am not paying any money that I do not owe. That person had no part in my credit card being used on her account, Therefor it is unfair to her to have her account restricted. I am just trying to get something done for someone that can't get done herself.

  Sincerely,
  
  *********************************

  Business Response

  Date: 04/11/2020

  April 11, 2020 
   
  Better Business Bureau 1000 Broadway Suite 625 Oakland CA  94607 
   
  RE ********************************* #******** 
   
  This letter serves as a formal response to the complaint listed above. 
   
  Consumer ********************************* contacted the Better Business Bureau regarding the account of the incarcerated individual who was blocked from debit/credit card transactions and was a cash only account. 
  We understand your request and your situation.  As in most instances the inmate is the one who is stuck in the middle, but as a business we also must protect our interests against fraudulent charges.   In order for the flag to be lifted from this individuals account, the request would have to be from someone else who wishes to add funds on the account that is not related to the person whose account had the funds on it or you who had disputed the charges. 
   
   Telmate anticipates that this will close this complaint, and should you have any additional questions please feel free to contact me. 
    
  Sincerely yours, 
    
  ************************* Offline, Issue Resolution Spec.  GTL |  *********** office ************/ fax ************
  

  Business Response

  Date: 03/03/2023

  ***********************************;                                                                          March 3, 2023
  **** ***** *** ****
  Demotte, IN ***** 
  **************
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:********************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ********************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania  citing Trying to fix a problem with a restricted account and getting different answers. The account was restricted through no fault of hers. I continue to get the run around.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath confirmed the account connected to ****************** is not blocked and the fraud flag was never enabled on the account referenced ending in **** or the account ending in ****. We apologize for any miscommunication that may have stated otherwise.
  
  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
  ********************************************************
  ***************