Business Profile

Communications

ViaPath Technologies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Communications.

Important information

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

Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:01/09/2023
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.
Entered by BBB Staff - ** Consumer is a disabled senior. In August of 2022 she phoned GTL to send a money order to her son *************************** #A583522 at the ************ Correctional Institute. She was instructed to send it through the mail. She was given address GTL ****** Denver CO ****** She mailed $80 ************* money order to the company. Company phone numbers ************ and ************. The money order was cashed on September 27th. Her son never received the money order. She called and wrote the company. She did not receive a reply. Money order #***********.
Business Response
Date: 01/25/2023
**. ********************** January 25, 2023
***** *************
Cleveland, OH *****
###-###-####
Email: n/a

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 Entered by BBB Staff - ** Consumer is a disabled senior. In August of 2022 she phoned GTL to send a money order to her son *************************** #******* at the ******** Correctional Institute. She was instructed to send it through the mail. She was given address GTL ****** Denver CO ********* She mailed $80 ************* money order to the company. Company phone numbers ************ and ************. The money order was cashed on September 27th. Her son never received the money order. She called and wrote the company. She did not receive a reply. Money order #***********.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed receipt of Money Order #*********** in the amount of $80.00, cashed/deposited 09/27/2022 as referenced which was not deposited as intended to the Inmates trust/commissary. Although deposited, the funds were not applied as the money order must be accompanied by a Trust/Commissary form, attached, to ensure funds are deposited into the correct account as we cannot refund if misapplied. ViaPath has initiated an expedited check refund via *** *********************** of $80.00 to the address on the complaint. Tracking #******************. Should you choose to resend the money order, please include the form attached and send it to the address listed on the form to ensure the deposit is applied to the intended individual.

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:12/30/2022
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 got the GettingOut app, and it said that I needed to put funds on my account, even though there was already funds on my account. So I made a deposit, and it was directed to an inmate's account, instead of put on my account. When I brought this to the attention of the company, they are now saying they are refusing to refund my payment, and refuse to put it on my account.
Business Response
Date: 01/26/2023
Mr. ********************* ********* January 26, 2023
*** * ******** ** ***
Fergus Falls, MN *****
###-###-####
Email: n/a

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 got the GettingOut app, and it said that I needed to put funds on my account, even though there were already funds on my account. So, I made a deposit, and it was directed to an inmate's account, instead of put on my account. When I brought this to the attention of the company, they are now saying they are refusing to refund my payment, and refuse to put it on my account..

Upon reviewing the complaint addressing the concerns outlined, ViaPath’s GettingOut Application for Friends and Family displays two deposit types, upon logging in.
• Inmate Account where funds go into an Inmate’s account to pay for secure wireless access to the Telmate Tablet. Tablet services include internet access, games, messaging, and other entertainment services, where applicable as services may vary per facility.
• Friends & Family Account where funds go into your account to pay for sending messages to an inmate from your computer or from your mobile device. Friends and Family must have funds in their Friends and Family account to respond to inmate messages.
In selecting the option to add funds to the Friends and Family account, your telephone number would be displayed as well as the option to add a second telephone.

Deposits made to an inmates account are considered gifts and once processed, ViaPath cannot remove, refund or transfer funds as they become the property of the individual who received the deposit.

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: 02/04/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: No information about this is provided to the person who is putting finance on any account. This makes it even harder to trust the company.

Regards,

*********************
Business Response
Date: 02/15/2023
*** ***** ***** ********* February 15, 2023
*** * ******** ** ***
Fergus Falls, MN *****
###-###-####
Email: n/a

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 response to his initial complaint citing I am rejecting this response because: No information about this is provided to the person who is putting finance on any account. This makes it even harder to trust the company.

Upon reviewing the complaint and addressing the concerns outlined, as stated in our initial response, ViaPath’s GettingOut Application/website for Friends and Family displays two deposit types, upon logging in.
Inmate Account where funds go into an Inmate’s account to pay for secure wireless access to the Telmate Tablet. Tablet services include internet access, games, messaging, and other entertainment services, where applicable as services may vary per facility.
Friends & Family Account where funds go into your account to pay for sending messages to an inmate from your computer or from your mobile device. Friends and Family must have funds in their Friends and Family account to respond to inmate messages.

Deposits made to an Inmate’s Account are considered gifts and once processed, ViaPath cannot remove, refund, or transfer funds as they become the property of the individual who received the deposit.

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
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]

Complaint: ********

I am rejecting this response because: this problem shouldn't have happened in the first place! The response seems generic and unsympathetic! And unwilling to help in any way.

Regards,

*********************
Initial Complaint
Date:12/21/2022
Type:Sales and Advertising 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 12/8/22, viapath/telmate removed $15 prepaid towards my friends and family account that I deposited on 12/7/2022. Upon receiving a call from the inmate, it promoted me to add more funds at the onset of the call. I called and asked where the money was from the night before. The female said I had a balance on my PREPAID account of -$32. When I asked how, she put me on hold. She doesn't know but it is indicating a charge (not by me) that was assessed on my account. So, I said I'd look into it. In order to communicate with the inmate, I paid it and said I wanted a transaction history to be provided. I want a refund of the initial $15 plus the $32 that I've paid but no one can provide an explanation for or documentation for. That is ridiculous to be charged $47 for unknown and unproven reasons just because they chose to charge me. I never utilized those funds. It's prepaid so there's no way I could have had a -47 balance. Return my money. Confirmation number *********** is related to the -32 they charged after swiping the 15 from the deposit the previous night. The ********** is the confirmation to additional money I placed in order to talk to the inmate as I mentioned above.
Business Response
Date: 01/11/2023
***************************************January 11, 2023
***********************
Twin Falls, ID **********
**************
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 12/8/22, ViaPath/Telmate removed $15 prepaid towards my friends and family account that I deposited on 12/7/2022. Upon receiving a call from the inmate, it promoted me to add more funds at the onset of the call. I called and asked where the money was from the night before. The female said I had a balance on my PREPAID account of -$32. When I asked how, she put me on hold. She doesn't know but it is indicating a charge (not by me) that was assessed on my account. So, I said I'd look into it. In order to communicate with the inmate, I paid it and said I wanted a transaction history to be provided. I want a refund of the initial $15 plus the $32 that I've paid but no one can provide an explanation for or documentation for. That is ridiculous to be charged $47 for unknown and unproven reasons just because they chose to charge me. I never utilized those funds. It's prepaid so there's no way I could have had a -47 balance. Return my money. Confirmation number *********** is related to the -32 they charged after swiping the 15 from the deposit the previous night. The ********** is the confirmation to additional money I placed in order to talk to the inmate as I mentioned above.

Upon review of the complaint to address the concerns outlined, ViaPath investigated and reviewed the prepaid account attached to ********************** to find that the available balance of $57.47 was removed from the prepaid account at the request of the facility after confirming that the telephone number, ************, initially set up by way of an Attorney account, which allows free calls between the inmate and attorney. The telephone number continued to receive free calls, although, after 2021, it was no longer affiliated with the attorney's office on file. Considering this information, a prepaid audit of all completed free phone calls totaled $3,227.63, to which inmate *************** #****** completed a total of $3,170.16 in free calls. In light of this information, the remaining balance of $57.47 was deducted from the prepaid account of the telephone number ending in ****.

Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any added questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Customer Answer
Date: 01/20/2023
[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:

In June 2021, I called telmate on three separate occasions on the same day. The first time I called I was on hold for almost 35 minutes and then when I finally got through to someone, it hung up on me. I called again and I waited for almost 45 minutes. I finally hung up. The third time, I waited for 17 or 18 minutes and then finally spoke with a guy who had a very heavy accent. I told him to remove the number from being attorney related and I also updated my phone number. If he didnt remove that, that is on telmate. I cant do anything about their system. I dont work for them. After notifying them, the responsibility then falls on them. Im not going to sit there and be charged because they failed to do something. That is absolutely not okay. If it was their clerical error, then thats their issue. They need to remove the charges from my account and the inmates account. Im more than willing to pay for the two months from April thru June - if there are any calls that were made during that time. However, after I gave notice, that should be null and void and Im not going to sit there and be charged for it. That is not acceptable and for them to assess those charges without any type of notice or any type of indication also is not okay. It is theft / fraud. They took money that didnt belong to them without even letting the owner know that they were taking the money. The charges need reversed.

Regards,

***********************************
Initial Complaint
Date:12/13/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband is at ****. The tablets there are not working. Haven't been working for the past 2 days. The families of these men really need the tablets to be working. Please get these issues fixed. Thank you!
Business Response
Date: 12/19/2022
**. ************************************* December 19, 2022
**** ***** ******* ** #***
San Luis Obispo, 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 My husband is at ****. The tablets there are not working. Haven't been working for the past 2 days. The families of these men really need the tablets to be working. Please get these issues fixed. Thank you!

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed and identified the presence of networking issues within CA_DRC: *****************Prison. The networking issues identified caused a temporary delay of access to tablet applications. ViaPath confirms the networking issues have been resolved and access has been reinstated on the affected tablet(s)/device(s) resulting in communication being restored.

We regret that **************** 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
www.viapath.com
Initial Complaint
Date:12/10/2022
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 have tried to request a refund for remaining money in my connect network account that I will not be using and the account is closed. The phone agents are asking unreasonable questions, of which there is no answer, to verify my identity. I can answer any reasonable question to confirm identity. The agent has stated that my correct phone number does not belong to me which is absolutely false. The agent has stated this regarding two phone numbers which are absolutely registered in my name. Therefore I cannot get MY money returned to me. I believe this is a scam to ask a question that doesnt have an answer so customers will give up and remaining balance becomes property of the company. Unfair and unacceptable business practices are being used here. I cannot find any further phone numbers to contact a corporate office. Please Help!!!
Business Response
Date: 12/12/2022
********************************; December 12, 2022
**** ** ****** ***
Maple City, 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 I have tried to request a refund for remaining money in my ConnectNetwork account that I will not be using, and the account is closed. The phone agents are asking unreasonable questions, of which there is no answer, to verify my identity. I can answer any reasonable question to confirm identity. The agent has stated that my correct phone number does not belong to me which is absolutely false. The agent has stated this regarding two phone numbers which are absolutely registered in my name. Therefore, I cannot get MY money returned to me. I believe this is a scam to ask a question that doesn’t have an answer so customers will give up and remaining balance becomes property of the company. Unfair and unacceptable business practices are being used here. I cannot find any further phone numbers to contact a corporate office. Please Help!!!

Upon review of the complaint addressing the concerns outlined, ViaPath investigated the claim of being unable to successfully request a refund of the remaining balances on the following prepaid AdvancePay accounts linked to ************.
**************-$12.94
**************-$11.90
**************-$5.97
**************-$12.87

Upon request of a refund(s), ViaPath must verify customer account information to ensure refund requests are validated by requesting the account holder verify information including but not limited to payment details, such as the first four and last four of the credit/debit cards used to process the last deposit, the passcode (four to eight digits) added to the account for security purposes (selected by the customer), the customers address, and or the date of last deposit and amount to the account. Upon verification of this information, the refund request(s) is approved, to either be refunded back to the credit/debit card used or via check when requested or when the credit/debit card is unavailable or could not be verified. ViaPath is committed to ensuring the security of the customers account information and the account balance attached. We are more than happy to provide a refund to the correct account holder, given the account information has been validated in its entirety. We regret the inconvenience this may cause.

In this case, given the credit/debit card information was not verified, the refund requests have been approved to be refunded via check, and will be sent to the address on file. Please allow up to 30 business days to receive the refunds via check for each of the listed accounts. Should the refunds fail to be received within the timeframe referenced, please contact me directly at the email address below.

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: 12/19/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
From: ************************* <******************>
Date: December 17, 2022 at 6:22:21 PM EST
To: ********************************************************
Subject: My Refund

*****************************,
I received a response from you regarding BBB complaint filed. The response was so full of technicalities, I cannot discern the solution. The reason this case has been so difficult is because it is full of false information. Even your response restated false facts. I absolutely identified the debit card information attached to the account…several times in fact. You have listed the vast array of security questions to verify identity, but these questions do not have an answer. There was no place on my account to locate the date of last deposit. I looked for that record and there was none, only deposits within 30 days were listed. I was also asked the date of the last phone call made to phone numbers on the account. Now how the heck am I going to find that? Seriously, I have no place to search for a phone call made a week ago or several weeks ago. Your questions are inappropriate and unable to be answered. Even FBI clearance would not be asking such nonsense! The most concerning comment was when your agent told me MY PHONE NUMBER was not registered to my name. This was told to me regarding BOTH phone numbers that are definitely registered to my name. And have been registered for 17 years, and 30 years respectively. This is the source of the problem. You stated you are willing to improve your services…I am a reasonable person, and this is not involving hundreds of dollars. But the manner in which I was treated…and the inefficient manner of verifying identity must be abolished. I have answered many many security questions, and they are always questions related to the person, not some business technicality or lying about the registration of a phone number. That was my limit. Additionally when I asked the agent what happens to the lost money in my account, I was told the money expires. We all know money has no expiration date. I clarified this several times. So I’m finally getting the picture. My identity will not be verified no matter what verification I provide, so therefore someone else will be keeping my money. The plan here was to frustrate the customer hoping they will give up and leave their money behind. This infuriated me to no end. A most terrible way to be treated in order to get a few dollars back that belong to ME! Please correct your records to reflect factual information not hearsay. I have given you the facts regarding this encounter. These facts can be verified by listening to the taped conversation. Anything else you have been told is not accurate.
Please correct this process. Security questions should be directed specifically to a person. Not some paperwork details. I hope I never again have to use this service. It felt like I was asking for top secret military clearance. I hope you will make the much needed corrections to this process. Thank you
*************************
Regards,

*************************
Business Response
Date: 12/20/2022
********************************; December 20, 2022
**** ** ****** **.
Maple City, 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 ************************** rejected the initial resolution to a complaint filed via The BBB of Metro Washington DC & Eastern Pennsylvania citing she is unable to discern the solution provided due to false information provided in the initial response to 4 refund requests per 4 AdvancePay accounts, linked to *************

Upon review of the rejected response addressing the concerns outlined, ViaPath confirmed approval of the following prepaid AdvancePay accounts and amounts to be refunded via check to which will be sent to the address referenced above. Please allow up to 30 business days to receive the refunds listed.
**************-$12.94
**************-$11.90
**************-$5.97
**************-$12.87

ViaPath responded to an email by ************ to request an appropriate time to contact her about the approval of the refunds as outlined above, ViaPaths policies regarding accountholder information, and to explain the discrepancy in accountholder information, but failed to receive a response.

Regarding the vast array of security questions to which there is no answer, ViaPath must verify customer account information to ensure refund requests are validated.Validation requires the accountholder to verify information including but not limited to payment details, such as the first four and last four of the credit/debit cards used to process the last deposit, the passcode (four to eight digits)added to the account for security purposes (selected by the customer), the customers address, and or the date of last deposit and amount to the account. Payment details such as the date of the last deposit and or payment amount can be confirmed by referring to your credit/debit statement of the determined credit/debit card used. Payment/credit/debit card details may also be available for viewing by logging into your online account, where applicable, if saved to the online account.

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:12/05/2022
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 is the worst company I’ve ever experienced in my life. I sent in a deposit for $40 to an inmate through the kiosk because they told me it wouldn’t work over the phone. This was deposited on 11/25. I called in multiple times to get to see if it went on but it never did. Every single time I call they are rude, they don’t listen to you and they don’t resolve the issue. I am CURRENTLY still on hold with these people trying to get this deposited and it’s 12/5. Supervisors don’t pick up, associates don’t help you at all and no one seems to care that they took your money. I keep getting told to send my receipt of the deposit to the email they give, however I’ve sent it 7 times and NOTHING has been done. I keep getting told they will email/call, and they never do. I get told they sent in my info and still get no response. They told me to call this morning 12/5, I do that and they still don’t have it figured out. This company needs to be sued for scamming people out of their money when they are just trying to help someone out. Someone please shut this company down.
Business Response
Date: 12/07/2022
**. ************************************************* December 7, 2022
***** **************
Queen Creen, AZ *****
**************
Email: *************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ********************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing This company is the worst company I’ve ever experienced in my life. I sent in a deposit for $40 to an inmate through the kiosk because they told me it wouldn’t work over the phone. This was deposited on 11/25. I called in multiple times to get to see if it went on, but it never did. Every single time I call they are rude; they don’t listen to you, and they don’t resolve the issue. I am CURRENTLY still on hold with these people trying to get this deposited and it’s 12/5. Supervisors don’t pick up; associates don’t help you at all and no one seems to care that they took your money. I keep getting told to send my receipt of the deposit to the email they give, however I’ve sent it 7 times, and NOTHING has been done. I keep getting told they will email/call, and they never do. I get told they sent in my info and still get no response. They told me to call this morning 12/5, I do that, and they still don’t have it figured out. This company needs to be sued for scamming people out of their money when they are just trying to help someone out. Someone please shut this company down.

Upon review of the complaint addressing the concerns outlined, ViaPath acknowledges the receipt was valid regarding the deposit of $40.00, which included a service fee of $5.95 to be applied to Inmate *****, ****** ** ***** ID# *******/T *******. $34.05 was confirmed as applied to the intended inmate account, on November 25, 2022, at 01:24 AM.

We regret the delayed response to the deposit inquiry, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

Jamila W*******
ViaPath Technologies | Manager, Consumer Complaints
***************@viapath.com
***************
Customer Answer
Date: 12/15/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: the amount was never added to the inmates account. I called the customer service line multiple times regarding the deposit and nothing was deposited and I'm still told to wait. Please refund my money. I paid with cash as shown on the receipt.

Regards,

*********************
Business Response
Date: 01/18/2023
**. ************ January 18, 2023
20224 **************
Queen Creen, AZ *****
**************
Email: *************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ********************* rejected the response to the complaint to The BBB of Metro Washington DC & Eastern Pennsylvania citing I am rejecting this response because: the amount was never added to the inmates account. I called the customer service line multiple times regarding the deposit, and nothing was deposited and I'm still told to wait. Please refund my money. I paid with cash as shown on the receipt.

Upon review of the rejected response provided, addressing the concerns outlined, ViaPath acknowledged the validity of the receipt provided regarding the deposit of $40.00, which included a service fee of $5.95 to be applied to Inmate Books, ************************** ID# *******/T *******. As stated in our initial response, the deposit of $34.05 was confirmed as applied to the intended inmates account referenced on November 25, 2022, at 01:24 AM, which cannot be refunded as it is the property of the inmate, and all deposits are considered gifts. ViaPath also confirmed that there have been no support link tickets submitted by ************** or on behalf of ************** by the staff, regarding a missing deposit.

We regret ******************** has not had a great experience in using our services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
***************
Initial Complaint
Date:12/05/2022
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 was charged twice and need a refund, but the company will not message me back to resolve. I used getting out.com app to send money to a loved one in a detention facility. I sent him $20, with their fee, they charged me 21.90, but charged me twice and never refunded me.
Business Response
Date: 12/07/2022
*** ***** **** December 7, 2022
**** ** **** *** ***
Mesa, AZ *****
***** ********
Email: *********@*******.com

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ***** **** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing I was charged twice and need a refund, but the company will not message me back to resolve. I used gettingout.com app to send money to a loved one in a detention facility. I sent him $20, with their fee, they charged me 21.90, but charged me twice and never refunded me.

Upon review of the complaint addressing the concerns outlined, ViaPath investigated the claim outlined for a duplicate deposit in the amount of $21.90, including the service fee of $1.90, and in doing so, we were unable to locate a duplicate deposit in the amount of $21.90 as the exact date in which the instance reported occurred. In reviewing *** *****’s account, a single deposit for $21.90 was confirmed as posted on November 30th, 2022, to the Prepaid account for ****** **********, located in **** Detention Center *** AZ. Please note, that a duplicate deposit for $21.90 must register as posted as opposed to pending with your financial institution and proof, such as a bank statement, would be required to show the deposit in question was debited twice for the same amount and on the same day to warrant a refund. If the deposit is still pending, refer to your financial institution’s policy and timeframe regarding the release of pending deposits/payments back to your account. *** ***** is welcome to forward the required documents, as needed, directly to the email address below, I am more than happy to assist in resolving this inquiry 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
***************
Customer Answer
Date: 12/08/2022
[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 attached a photo and highlighted the double charge. The first order number is **************** and the second is ****************

Regards,

*******************
Business Response
Date: 12/28/2022
*** ***** **** December 28, 2022
**** ** **** *** ***
Mesa, AZ *****
***** ********
Email: *********@*******.com

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ***** **** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing I am rejecting this response because: I have attached a photo and highlighted the double charge. The first order number is **************** and the second is ****************.

Upon reviewing the complaint addressing the concerns outlined, ViaPath reviewed the screenshot of *** ****’s ***** ***** account, highlighting a duplicate deposit of $21.90, which included a service fee of $1.90. As stated in the initial resolution letter, a single deposit for $21.90 was confirmed as posted on November 30th, 2022, to the Prepaid account for ****** **********, located in **** Detention Center *** AZ. However, to warrant a refund we must be presented with the complete banking statement for the month of December 2022, as it would reflect the duplicate transactions as posted and in doing so, would prove that the second transaction in the same amount was never refunded/credited back to the account as stated. Upon receipt of the document confirming such, a refund will be issued immediately. *** ***** is welcome to forward the required documents, as needed, directly to the email address below, I am more than happy to assist in resolving this inquiry 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:12/02/2022
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.
Hi I have not been able to deposit money into my gtl account. It says “ We're unable to continue with this deposit. Please contact customer service at 1 (**** ******** “ I contacted customer service and they asked me to send photo of my ID to a email. I did. I called them and emailed them again and they said my account will remain the same until the dispute is settled. I asked how long will that take and they said it doesn’t have a time frame. It’s now been days. I just want to be able to deposit money into my account again ONLINE just like everyone else. so I can talk to my fiancé. They said to do ***** **** but I do not want to do that because I don’t want to continuously go to the store when I can do it online. Them saying that the resolution to whatever the issue is with the card dispute doesn’t have a time frame isn’t helpful. Please help
Business Response
Date: 12/19/2022
*** ******** ***** December 19, 2022
**** ******** ***
Kansas City, MO *****
**************
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 Hi I have not been able to deposit money into my GTL account. It says Were unable to continue with this deposit. Please contact customer service at **************** I contacted customer service, and they asked me to send photo of my ID to an email. I did. I called them and emailed them again and they said my account will remain the same until the dispute is settled. I asked how long that will take and they said it doesn't have a time frame. Its now been days. I just want to be able to deposit money into my account again ONLINE just like everyone else, so I can talk to my fiancé. They said to do money gram, but I do not want to do that because I don’t want to continuously go to the store when I can do it online. Them saying that the resolution to whatever the issue is with the card dispute doesn’t have a time frame isn’t helpful. Please help.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed ************* is unable to process credit/debit card transactions due to a formal dispute filed with her financial institution for a transaction/deposit made on 09/26/2022 for $10.00 using a credit/debit card ending in ****. In the event a transaction/deposit is formally disputed, the corresponding account is flagged, and the credit/debit card block is enabled until the balance has been paid in full. ************** has been provided via email with the form required to clear the debt and remove the flag from the account for future use.

We regret that ************** 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: 12/23/2022
[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 was not emailed a form to clear the debt or remove the flag from my account. Please email the form to ******************* so I can pay the debt and get back to using my online account as normal.

Regards,

*******************
Business Response
Date: 01/30/2023
*** ******** ***** January 30, 2023
**** ******** ***
Kansas City, MO *****
###-###-####
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 am rejecting this response because: I was not emailed a form to clear the debt or remove the flag from my account. Please email the form to *********@********* so I can pay the debt and get back to using my online account as normal.

Upon review of the complaint addressing the concerns outlined, on January 30, 2023, the fraud flag was removed as a one-time courtesy and the account is active and available for use.

We regret that *** ***** 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:12/01/2022
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.
11/28/2022 and 11/30/2022 from 6 pm till 8:55 pm our phone calls would go blank, cut off or lines would get crossed with other inmates calls. I have tried to call gtl to have issues fixed and they have been nothing but rude. These two incidents are the last two but there has been many others. My husband is at ************* State prison and I pay as a civilian for these services to not have my issues resolved or to be treated as I don’t deserve to be helped or treated as a paying customer. Using the call service has been a nightmare and trying to connect with my loved one has been impossible due to poor phone service. I’m asking for repair or refund on all my calls that have cut off by the phone provider
Business Response
Date: 12/13/2022
*** **** ********* December 13, 2022
**** **************
Modesto, 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 *************************** rejected the initial response to the BBB of Metro Washington DC & Eastern Pennsylvania citing 11/28/2022 and 11/30/2022 from 6 pm till 8:55 pm our phone calls would go blank, cut off or lines would get crossed with other inmates calls. I have tried to call GTL to have issues fixed and they have been nothing but rude. These two incidents are the last two but there have been many others. My husband is at ********* State prison, and I pay as a civilian for these services to not have my issues resolved or to be treated as I don't deserve to be helped or treated as a paying customer. Using the call service has been a nightmare and trying to connect with my loved one has been impossible due to poor phone service. I'm asking for repair or refund on all my calls that have cut off by the phone provider.
Upon review of the complaint addressing the concerns outlined, ViaPath identified networking issues resulting in 1-way voice calls. In identifying these occurrences, ViaPath credited the prepaid AdvancePay account ending in ****, at $10.00 for the inconvenience(s) outlined. Please note, calls are billed on a per-minute basis and should the line falter causing the call to become inaudible by either party, please disconnect the line to discontinue billing.ViaPath will only review calls under 5 minutes for credits, however, reported occurrences will be escalated as reported to check the phone lines and resolve any issues found in a timely manner. We are closely monitoring this situation and will continue to strive to provide the highest level of service for incarcerated individuals and their families and friends.
In conclusion, 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
www.viapath.com
Initial Complaint
Date:10/25/2022
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 son is incarcerated in **************************************** Corrrectional Facility in ******* Michigan. His name is ***********************. His number (if needed) is ******. I have been using GTL Connectnetwork since July or August. I have been putting money for phone calls and commissary since then. All of a sudden I was blocked from receiving calls. I called them and was told somone else had put their name on my account and I could no longer use it. So I have not been able to speak to my son since then. They told me to fax a copy of my phone bill that has my name and phone number and it would take up to 72 hrs. I did and got no response. I've made serveral calls to them with no results. Then I sent another fax and called again. This time they said I would have to send an email, which I did. I have gotten no response at all. I had $48 left on my account when they cut me off and had put $50 more from my debit account also another $20. I looked up the complaints about this business and there are many. The name is changed now to (ViaPath Technologies). I want my account reinstated or better yet my money back on my debit card. Very bad business practice. It's the only company I can go thru to this prison. I don't know what else I can do because they will not respond. Thank you for your time and I hope this will all be corrected. I do not know how to upload the the fax info. or the email. I'm 78 years old and there's no one to help me.
Business Response
Date: 11/17/2022
**************************; November 17, 2022
**** ************
Holland, 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 my son is incarcerated in ************************************************************** in ******* Michigan. His name is ***********************. His number (if needed) is ******. I have been using GTL ConnectNetwork since July or August. I have been putting money for phone calls and commissary since then. Suddenly, I was blocked from receiving calls. I called them and was told someone else had put their name on my account and I could no longer use it. So, I have not been able to speak to my son since then. They told me to fax a copy of my phone bill that has my name and phone number, and it would take up to 72 hrs. I did and got no response. I have made several calls to them with no results. Then I sent another fax and called again. This time they said I would have to send an email, which I did. I have gotten no response at all. I had $48 left on my account when they cut me off and had put $50 more from my debit account also another $20. I looked up the complaints about this business and there are many. The name is changed now to (ViaPath Technologies). I want my account reinstated or better yet my money back on my debit card. Very bad business practice. It is the only company I can go through to this prison. I do not know what else I can do because they will not respond. Thank you for your time and I hope this will all be corrected. I do not know how to upload the fax info. or the email. I'm 78 years old and there's no one to help me.

Upon review of the complaint addressing the concerns outlined, ViaPath reviewed and confirmed recent call attempts have been unsuccessful. The issue was escalated to our Technical Support team to confirm if ViaPaths equipment and our service were prohibiting the call attempts from connecting successfully. In doing so, ViaPath was able to confirm your phone carrier has an ANI (Automatic Number Identification) block per the area code, 517 and the prefix, 768 in connection to the payphone telephone numbers within the facility where calls are originating from. Although you were previously able to accept calls, missing more than one call thereafter from the facility will in some cases trigger a spam block, causing the line call attempt not to ring on your end. The telephone number has been registered as a spam call within the parameters of your phone provider/carrier, causing the line not to ring. To resume successful call attempts, please contact your service provider and request they deregister the area code and prefix previously referenced above as a spam call. An example of a payphone telephone number within the facility used to place calls, to specifically reference with your phone provider/carrier, would be **********.

Considering the information provided, and per **. ******* request, ViaPath submitted and approved a refund in the amount of $68.42 to be refunded back to the credit/debit card ending in ****. Please allow up to 3-5 business days for the credit to appear.

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,

Jamila W*************
ViaPath Technologies | Manager, Consumer Complaints
*****************@viapath.com
www.viapath.com

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

This business is not BBB accredited.