Complaints

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

close

Find a Location

ViaPath Technologies has 23 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ViaPath Technologies

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

• 

  Global Tel* Link Corporation

  201 Cayuga Ave Ste 15 Altoona, PA 16602

• 

  Global Tel* Link Corporation

  2600 Boyce Plaza Rd Ste 142 Pittsburgh, PA 15241

• 

  Global Tel Link

  3945 Okemos Rd Ste A4 Okemos, MI 48864

• 

  Global Tel-Link Corporation

  107 Saint Francis St STE 3200 Mobile, AL 36602

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:12/09/2023

  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.

  For the past week or so out of the blue gtls servers or service even when I have money on the account of gtl and I've connected gtl customer service and my phone provider to understand what is going on cause before I never had an issue. This is what happens I get the inmates call I answer the phone the automatic systems tell me to accept this call press 0 in which I do but she doesn't register that I hit 0 so she just keeps talking in which I've spend over 5000 dollars to gtl to receive calls and every so often this happens but no one can fix the issue this time around. Cause he'll have to call me 10 or more times for me to actually answer the call. And everytime I answer and hit 0. In which this start an argument between us and why it's not allowing me to answer. I've connected gtl numerous times in which I escalated the call to mangerment in which they hung up on me and kept cutting me off telling their servers are good d it was atts fault so I called att in whichive contacted and they tell me everything is fine and to down load the gtl connection app which I have. And that they have nothing to do with their services. I just keep getting the run around... and it only happens with their calls.. I can call a customer service number snd hit 0 and it works fine only gtls end. It's really putting an mental and emotional strain on my everyday life consider me and my husband are now always fighting about it. I need help to get this fix attached are screenshots of me hitting 0 a thousand times.. as well asnhow many calls where made from the inmate labeled as *** ****** ** in my phone. As well as the conversation with att and l them telling me to down load the 3rd party app.. and another photo shows how even when not connecting they charge me a fee even if it's .7 cents. Or 10 cent each time even if I wasn't connected to the call

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  *****************************
  ***************************
  Stevensville, MI *****
  **************
  Email:*******************  
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ************************* Complaint ID# ********
  
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I've connected GTL customer service and my phone provider to understand what is going on cause before I never had an issue. This is what happens I get the inmates call I answer the phone the automatic systems tell me to accept this call press 0 in which I do but she doesn't register that I hit 0 so she just keeps talking in which I've spend over 5000 dollars to GTL to receive calls and every so often this happens, but no one can fix the issue this time around. Cause he'll have to call me 10 or more times for me to answer the call. And every time I answer and hit 0. In which this starts an argument between us and why it's not allowing me to answer. I've connected GTL numerous times in which I escalated the call to management in which they hung up on me and kept cutting me off telling their servers are good d it was **** fault, so I called **** in which I’ve contacted, and they tell me everything is fine and to download the GTL connection app which I have. And that they have nothing to do with their services. I just keep getting the run around... and it only happens with their calls. I can call a customer service number send hit 0 and it works fine only GTL end. It's really putting a mental and emotional strain on my everyday life consider me and my husband are now always fighting about it. I need help to get this fix attached are screenshots of me hitting 0 a thousand times. as well as how many calls were made from the inmate labeled as pat breeze mi in my phone. As well as the conversation with **** and l them telling me to download the 3rd party app. and another photo shows how even when not connecting they charge me a fee even if it's .7 cents. Or 10 cent each time even if I wasn't connected to the call.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed via the screenshots provided that she has been having issues accepting call attempts from ******. To help resolve this issue, please go into your phone settings, and enable the DTMF (Dual-Tone Multi Frequency). Please note that each phone is different, you may need to ****** your phone for instructions. *** ****** was advised of additional tips to successfully accept call attempts such as ensuring there is no background noise as it will cause the automated system to prohibit calls from connecting. Although *** ****** contacted her phone provider and was advised that there were no issues with her service on their end, she may need to provide her service provider the number that shows when a call is attempted from the facility to ensure that the number is not marked as Spam on the backend due to the call originating from a payphone and or tablet number. Please also note our Policy Check List advising that Cell phone/VOIP is set up at your own risk as we cannot guarantee all calls will be successfully connected.
  
  Regarding being charged for calls that were not connected, please note that the call rate from ************** ******** ***** **** (***) is $0.07 per minute plus applicable taxes and fees and are charged on a per-minute basis. In reviewing the prepaid Advance Pay account, we found several calls for less than 1 minute and a $5.00 credit has been applied as a courtesy. We were unable to locate any call attempts that were unsuccessful but were charged. The Call Records from ****** dated for the month of December to the current date have been attached for reference.
  
  We regret *** ****** has not had a great experience in 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:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use this service to email a friend who is incarcerated at the ************************ ****** in Omaha NE. Every typed message is charged .20 cents. Every day there are issues where emails are pending and they take forever to clear. It can take 24 hours for the pending messages to be approved! In that time I have either spoke with my friend over the phone or sent another message that was approved. We the consumers of this service are being charged for service that is no longer needed. There’s no way of deleting the pending message and the company doesn’t respond! At this point I’m considering a class action lawsuit as I’m not the only person having their money stolen for services no longer required! Please call if you have questions!!

  Business Response

  Date: 12/21/2023

  
  December 21, 2023
  
  *********************************
  *******************
  Omaha, NE *****
  **************
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ***************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ***************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I use this service to email a friend who is incarcerated at the ***** ************ ****** in Omaha NE. Every typed message is charged .20 cents. Every day there are issues where emails are pending, and they take forever to clear. It can take 24 hours for the pending messages to be approved! In that time, I have either spoke with my friend over the phone or sent another message that was approved. We the consumers of this service are being charged for service that is no longer needed. There’s no way of deleting the pending message and the company doesn’t respond! At this point I’m considering a class action lawsuit as I’m not the only person having their money stolen for services no longer required.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath does offer the messaging service at ***** ****** **** ** at a cost of $0.20 per message, however, all messages sent and received are approved or denied at the discretion of the facility staff. As stated, ViaPath acts only as the facilitator for the messaging service offered.
  
  We regret *** ********** has not had a great experience in 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
  www.viapath.com 
  

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice of inactivity, funds will be lost. I log in, there is not a designated tab for refund. I call the support center, the guy wanted last 4 of my card used, date and time, was rude did not want to wait while I retrieved that information. Second- there is no time stamped on bank transaction. Although I could give him the dates and amounts of money deposited. That was insufficient and he hung up quickly.

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  *********************************
  ************************
  Ukiah, CA *****
  **************
  Email: ************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ***************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ***************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that received a notice of inactivity, funds will be lost. I log in, there is not a designated tab for refund. I called the support center, the guy wanted the last 4 of my card used, date and time, was rude and did not want to wait while I retrieved that information. Second- there is no time stamped on bank transactions. Although I could give him the dates and amounts of money deposited. That was insufficient and he hung up quickly.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the Friends and Family account ending on **** and confirmed a balance remaining of $20.86.As requested, the refund has been processed via check and will be sent to the address on file. Please note that ViaPath only retains credit/debit card details for 6 months and therefore are unable to process the refund back to the original method of payment, hence the refund via paper check. Please allow up to 30 business days to receive the refund.
  
  We regret the delay in processing the initial request; however, we remain willing to continue improving our services and address issues that may arise promptly and in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:12/01/2023

  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.

  I have an account with connectnetwork for the purpose of sending commissary money to a female in ******** department of corrections I have repeatedly attempted to access my account I have had two different customer service agents on the phone for extended periods of time and I can still not access my own account I am not able to send my loved one money and this is absolutely ridiculous and I'm sick of it so either fix it or get your attorneys because I'm taking you to court I have tried countless telephone numbers I have the app downloaded I have sent this woman money before and I have an account and when I try to reset up the account it tells me that my email address is taken already will no **** yes it's taken because it's mine and that's because I already have an account so why can't I get into my account to send my friend some money if your system is that broken then you need to fix it

  Business Response

  Date: 01/08/2024

  **. ******************************************                                                             January  8, 2024
  *************************
  Yucca Valley, 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 I have an account with ConnectNetwork for the purpose of sending commissary money to a female in ******** department of corrections I have repeatedly attempted to access my account I have had two different customer service agents on the phone for extended periods of time and I can still not access my own account I am not able to send my loved one money and this is absolutely ridiculous and I'm sick of it so either fix it or get your attorneys because I'm taking you to court I have tried countless telephone numbers I have the app downloaded I have sent this woman money before and I have an account and when I try to reset up the account it tells me that my email address is taken already will no shit yes it's taken because it's mine and that's because I already have an account so why can't I get into my account to send my friend some money if your system is that broken then you need to fix it
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed that a password reset was sent to *** ********* upon making us aware that he was unable to access his ConnectNetwork online account on December 2, 2023. In reviewing the account, we found no restrictions that would prevent *** ********* from processing successful deposits to an inmate located in the ******** Department of Corrections. The inmate also has no restrictions that would prevent her from receiving deposits. Upon providing the temporary reset for the password, *** ********* has not called back to advise us that he is still unable to access the account in question. The email address: **********@*****.com is connected to the following phone number and was created 12/16/2022. **********. **********@*****.com is also the Username on the account. If you are still experiencing issues with logging into your account, please contact us 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,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/29/2023

  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.

  I called GTL in August to ask if I could block one institution and one institution only from getting phone calls. Reason being is I have more than one family member incarcerated and need to talk to them while one of my family members I did not want to hear from for a while. But instead of blocking the one institution they blocked calls from all three institutions I have family in. So I called back in October to have the block removed. Now they are telling me there is no block on my account and never was but so then why cant I get calls from anyone? I have called back several times and once they even told me I cant get calls because I don't have automatic payment set up. I never had to use automatic payments to get phone calls before so why would I start now that all my calls have been blocked. I need this matter to go to the correct tech so that it can be fixed. 

  Business Response

  Date: 12/19/2023

  December 19, 2023
  
  ****************************************
  **************************
  Inglewood, 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 I called GTL in August to ask if I could block one institution and one institution only from getting phone calls. The reason being is I have more than one family member incarcerated and need to talk to them while one of my family members I did not want to hear from for a while. But instead of blocking the one institution they blocked calls from all three institutions I have family in. So, I called back in October to have the block removed. Now they are telling me there is no block on my account and never was but so then why can’t I get calls from anyone? I have called back several times and once they even told me I can’t get calls because I don’t have automatic payment set up. I never had to use automatic payments to get phone calls before so why would I start now that all my calls have been blocked. I need this matter to go to the correct tech so that it can be fixed.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the request to unblock all aspects of the account not allowing her to receive calls and successfully removed Facility Blocks and inmate requested blocks associated or linked to the prepaid account number ending in 1430.
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 12/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************************************
  

• Initial Complaint

  Date:11/29/2023

  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.

  Good morning, My husband is incarcerated at **** ********** CMC ************. For several weeks he has no longer been able to make international phone calls (from Califormia to ******).I have already called and contacted them without success and my english is very bad. Could you do something please? The company is GTL now VIAPATH. The identity of my husband : ***** **** ******.Thanks Best Regards

  Business Response

  Date: 12/19/2023

  December 19, 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 is incarcerated at **** ********** CMC ************. For several weeks he has no longer been able to make international phone calls (from California to ******). I have already called and contacted them without success and my English is very bad. Could you do something please? The company is GTL, now VIAPATH. The identity of my husband: ********** ******.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid Advance Pay account for the international number referenced above and confirmed recent and successful call attempts. Attached are the Call Records beginning from 11/01/2023 to 12/19/2023. Please also note the ViaPath Policy Checklist List stating that Cell phones/VOIP are set up at your own risk. ViaPath cannot guarantee connectivity.
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/27/2023

  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.

  Husband incarcerated I made a $25 minimum deposit as required to speak with him verbally over the phone. Deposit not showing anywhere on the website. Had to get routed to this company from another company ViaPath as they are supposedly "all linked" and the CS  rep advised me I can't get my money back they processed it successfully and I can download an "Go Visit App" on my phone to do video visits when ViaPath formerly Global Tel Link "GTL" does that service as well in which I used. Pages switches as well when clicking on certain links to ViaPath customer service number hard to get through VM disabled and reaching an actual person is also Disabled only kept giving me an option to notify me via text when my ADVANCE PAY account is expired after 180 days and to press "1". I have yet been able to speak with my husband or video visit him and my money is gone. The facility where he is located is incorrect on the website its listed as *********** County Jail ** there is no jail in ************** only ************** the *******************. My $28.81 doesn't show deposited on any of the sites that re-routes me to the other site linked in with connecting with inmates. Cases and been created a Help Request has been submitted no confirmation or way to even check the status takes me to a whole different page I can't do anything on.

  Customer Answer

  Date: 11/21/2023

  This is what is listed on their website. 
  PO Box ****
  *********, ** *****

  Customer Answer

  Date: 11/22/2023

  They are somehow connected because when I have clicked on one site it takes/routes me to ViaPath from Telmate. It is very confusing I wanted to report both because they seem to be under the same umbrella from the screenshots, I took to prove the confusion of trying to put money into my husband's account. 

  I would like to report both. I did do a second BBB complaint form as well just to separate them, but they are one in the same. 

  Business Response

  Date: 01/05/2024

  **. ******************************                               January 5, 2024
  ***** ********* ** Apt ****
  Charlotte, NC *****
  **************
  Email: ***************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that my husband incarcerated I made a $25 minimum deposit as required to speak with him verbally over the phone. Deposit not showing anywhere on the website. Had to get routed to this company from another company ViaPath as they are supposedly "all linked" and the CS rep advised me I can't get my money back they processed it successfully and I can download an "Go Visit App" on my phone to do video visits when ViaPath formerly Global Tel Link "GTL" does that service as well in which I used. Pages switches as well when clicking on certain links to ViaPath customer service number hard to get through VM disabled and reaching an actual person is also Disabled only kept giving me an option to notify me via text when my ADVANCE PAY account is expired after 180 days and to press "1". I have yet been able to speak with my husband or video visit him and my money is gone. The facility where he is located is incorrect on the website its listed as *********** County Jail ** there is no jail in ************** only ************** the *******************. My $28.81 doesn't show deposited on any of the sites that re-routes me to the other site linked in with connecting with inmates. Cases have been created to Help Request and no confirmation or way to even check the status takes me to a whole different page I can't do anything on.
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed the deposit referenced for $28.81, processed on November 16, 2023, was successfully applied to *************************** inmate account, currently housed in ****************************. This deposit was made on the web via www.GettingOut.com.  Deposits made to an inmates account are non-refundable as a deposit to an inmates account is considered a gift and cannot be removed from the inmates account while the inmate is still active, and the funds are still available.
  
  Please note that www.GettingOut.com offers the following deposit types. This information can be found at *******************************************.
  Inmate Account- Funds for into Residents account to pay for secure wireless access to the ******* Tablet. Tablet services include internet access, games, messaging, and other entertainment services which may vary by facility.
  Friends and Family Account- Funds go into your (the customer) account to pay for sending messages to an inmate from your computer or from your mobile device.
  
  Free video visits are non-replaceable. If you experience issues during paid visits, please make note of the date(s), time(s) and visit ID#(s) and report them by calling Visitor Support: **************. We are available 6AM 4PM MST Monday Friday, 7AM 4PM MST Saturday Sunday.
  
  The website used to set up an account for prepaid calls originating from **************************** is www.ConnectNetwork.com. If the number to which you are attempting to add, or register has been previously linked, you will have to use alternative methods to add funds to the prepaid account for calls. We are unable to remove/detach the previous accountholder from the telephone number previously linked due to security and tracking purposes. Please review our website at ***************************************************** for alternative options to add funds.
  
  ViaPath regrets that ************ did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, 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:11/27/2023

  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.

  The tablets provided by GTL Via path has been issue after issue after issue since provided to the department of corrections. From constant call drops and others being some how connected to the call, the charger to the tablets are not lasting long at all, as well as paying for a subscription and my husband not having access to all the music and movies especially when the tablet is not working half the time with no reimbursement, Also for three days straight I have not been able to speak with my husband due to the tablets being down because supposedly of some Wifi issues. This is frustrating as this is the only communication to my husband. Im hoping we can solve this issue soon

  Business Response

  Date: 01/04/2024

  January 4, 2024
  
  *********************************
  ************************************
  Los Angeles, CA *****
  **************
  Email: **************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ***************************** Complaint ID# ********
  
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ***************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that the tablets provided by GTL Via path have been issue after issue after issue since provided to the department of corrections. From constant call drops and others being somehow connected to the call, the charger to the tablets are not lasting long at all, as well as paying for a subscription and my husband not having access to all the music and movies especially when the tablet is not working half the time with no reimbursement, Also for three days straight I have not been able to speak with my husband due to the tablets being down because supposedly of some Wi-Fi issues. This is frustrating as this is the only communication to my husband. I’m hoping we can solve this issue soon.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath acknowledges issues with the network outages resulting in dropped calls and connectivity issues, however, we are working to resolve these issues as quickly as possible. ViaPath is working with the onsite staff to visit offenders to address concerns related to such.
  
  In response to subscriptions purchased to which they have been unable to use, please note that ViaPath does an avenue for the residents to report issues for lost time/days of the subscription. This will allow us to review and audit the tablet history and purchases for missed time/days to issue a refund where applicable.
  
  We regret that *** ********* has not had a great experience using our services; however, we remain willing to continue improving our services and address issues that may arise promptly and in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint.
  

  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am constantly spending money on this service and it never works. These tablets are always going out. As of 11.27.23 they have been out for 3 days with no communication to us customers about why or when they will be cut back on. Calls constantly cutting out.

  Business Response

  Date: 12/12/2023

  *** **********************************                              December 12, 2023
  CA *****
  *************
  Email: ************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: *************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that I am constantly spending money on this service, and it never works. These tablets are always going out. As of 11.27.23 they have been out for 3 days with no communication to us customers about why or when they will be cut back on. Calls are constantly being cut out.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the Friends and Family account ending in **** and confirmed both successful messages and video visits using the GettingOut application during the time period referenced.The latest activity was 12/12/2023. ViaPath does not report or provide Outage Alerts to Friends and Family specific to the facility associated with their account.
  
  ViaPath also reviewed the prepaid Advance Pay account and confirmed successful call attempts originating from ******-**************************** for upwards of 15-minute call durations. Please note our Policy Checklist stating Cell phone/VOIP setup at own risk as we cannot guarantee connectivity.
  
  Tablets that are experiencing issues should be reported to our onsite technician by the resident via the Support Links to submit a grievance/kite to describe the issues in detail of that are occurring to be investigated and resolved in a timely manner.
  
  A refund can be obtained by calling customer service at ************. Please be prepared to secure the account by providing the date and amount of the last deposit, in addition to the last four of the credit/debit card(s) used to process that transaction. Upon verification, ViaPath will successfully submit and approve the request to be refunded back to the original method of payment where applicable or by check to be mailed to the address on file.
  
  We regret ********************** has not had a great experience in 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:11/27/2023

  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.

  Gtl tablets are always having problems, my messages wont go through and it still charges for a message that gets stuck in pending for weeks even months. Tablets are constantly not working. Constantly doing updates that takes days to hear from a loved one.

  Business Response

  Date: 12/12/2023

  ******************** **************;                                                        December 12, 2023
  ****************************************
  Oxnard, CA *****
  **************
  Email: *****************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: *********************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that GTL tablets are always having problems; my messages wont go through, and it still charges for a message that gets stuck in pending for weeks even months. Tablets are constantly not working. Constantly doing updates that takes days to hear from a loved one.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the Friends and Family account ending in **** and confirmed successful messages were exchanged using the GettingOut application/website up until 12/11/23. The remaining balance of $16.25 was approved to be refunded back to the original method of payment ending in ****. Please allow up to 10 business days for the credit to appear.
  
  Regarding pending messages, please note that although ViaPath provides the Messaging Service to keep families connected, all messages are approved and denied at the sole discretion of the facility staff.
  
  Tablets that are experiencing issues should be reported to our onsite technician by the resident via the Support Links to submit a grievance/kite to describe the issues in detail of that are occurring to be investigated and resolved in a timely manner.
  
  We regret ********************** has not had a great experience in 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