Complaints

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

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• 

  ViaPath Technologies

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

• 

  Global Tel* Link Corporation

  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:09/23/2022

  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.

  On July 1, 2022, I deposited money into my son's account for the jail he is in. I got an error message on my screen after the transaction and immediately called the phone number provided if there were questions and that number is ************. The gentleman on the other end assured me all was well and that he saw the transacted amount on his side as completed and processed so no worries. However, a couple of days go by and my mom notifies me that my son said he didn't have money on his account or that his balance was low (one of the two). I called again and tell them, but I'm advised to contact the jail about it because they did with it. The deputy in inmate accounting said ma'am there's no transaction of the amount you're referencing. I tell her what the guy said, and she told me to call back and insist upon speaking to a supervisor. I have been calling for almost three months and all I get is a rep that can't help me, puts me into some call dump pool and tells me I need to speak to someone in the escalation dept  to resolve it. I have been on the phone for sometimes 2 hrs and disconnected, never connected. I called after midnight last night and that yahoo tells me I need a supvr and they're not there after 11p EST. I call today, was on hold for 2.5 hrs and the call was disconnected. Called right back told the kind young lady I was demanding to speak to a supvr and not be placed on hold. I get ****** in escalations, and after everything I reiterate, she says her system is updating, but I have to talk to tech support, call after 11p EST. I said, well I've sent at least 3 emails as previously suggested no responded to my emails either. She says you have to talk to tech support they deal with the $ posting. THREE months and no resolve. This is absolutely ridiculous that I need to stay up until 11p but when I called after midnight last night I was told to call today well before 11p EST. Something must be done. I am out $86.75 from my bank acct.

  Business Response

  Date: 10/20/2022

  *************************************;                                                                                                   October 20, 2022
  *** ***************
  Savannah, GA *****
  *************
  Email:  ******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:*********************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing On July 1, 2022, I deposited money into my son's account for the jail he is in. I got an error message on my screen after the transaction and immediately called the phone number provided if there were questions and that number is ************. The gentleman on the other end assured me all was well and that he saw the transacted amount on his side as completed and processed so no worries. However, a couple of days go by, and my mom notifies me that my son said he didn't have money on his account or that his balance was low (one of the two). I called again and tell them, but I'm advised to contact the jail about it because they did with it. The deputy in inmate accounting said ma'am there's no transaction of the amount you're referencing. I tell her what the guy said, and she told me to call back and insist upon speaking to a supervisor. I have been calling for almost three months and all I get is a rep that can't help me, puts me into some call dump pool and tells me I need to speak to someone in the escalation dept to resolve it. I have been on the phone for sometimes 2 hrs. and disconnected, never connected. I called after midnight last night and that yahoo tells me I need a supervisor and they're not there after 11p EST. I call today, was on hold for 2.5 hrs. and the call was disconnected. Called right back told the kind young lady I was demanding to speak to a supervisor and not be placed on hold. I get ****** in escalations,and after everything I reiterate, she says her system is updating, but I must talk to tech support, call after 11p EST. I said, well I've sent at least 3 emails as previously suggested no responded to my emails either. She says you must talk to tech support they deal with the $ posting. THREE months and no resolve.This is ridiculous that I need to stay up until 11p but when I called after midnight last night I was told to call today well before 11p EST. Something must be done. I am out $86.75 from my bank acct. 
  
  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed the deposit of $86.75 on July 1, 2022, was accepted but was not posted as intended. This incident was escalated and on 10/19/2022 ViaPath approved a refund for the entire amount of $86.75 to go back to the credit/debit card used to process the transaction. Please allow 3-5 business days for the credit to appear.
  
  We regret the delay in locating and confirming the deposit had not posted as intended to expedite a refund as requested, however, we remain willing to continue to improve our services and address issues that *** arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  Jamila W*************
  ViaPath Technologies | Manager, Consumer Complaints
  *******************@viapath.com
  www.viapath.com
  

• Initial Complaint

  Date:09/19/2022

  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 requested a refund from the GettingOut app on September 4, 2022 of $9.55. I was told it would go back to my card in 5-7 business days. When that came and went I called again and was told it wasnt submitted until September 8, 2022 and to give it 5-7 more business days. I also submitted contact forms requesting a refund. Now I am being told there is no time frame on the refund and that it could take months! I am requesting a refund again.

  Business Response

  Date: 10/05/2022

  *** ******* ******                                      October 5, 2022
  **** ********************** Unit *******

  Antioch, TN *****
  *************
  Email:  *************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:*************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing I requested a refund from the GettingOut app on September 4, 2022, of $9.55. I was told it would go back to my card in 5-7 business days. When that came and went, I called again and was told it wasn't submitted until September 8, 2022, and to give it 5-7 more business days. I also submitted contact forms requesting a refund. Now I am being told there is no time frame on the refund and that it could take months! I am requesting a refund again.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the account and acknowledges the delay in submitting and approving the refund as requested. The refund for $9.55 was approved to be refunded back to the credit/debit card ending in ****. ViaPath requests that you allow 7-10 business days for the credit to be released back to your financial institution at which time you are subject to their timeframe in which the credit will become available.
  
  We regret the delay in processing the refund as requested, 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:09/11/2022

  Type:Billing 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 was trying to put money on an inmates account and specifically on there commissary and the first time I tried it it went to the wrong part of the account so I tried agian following the instructions on the site carefully to be sure not to make a mistake and it done the same thing put the money in a part of the account to where he can't use it and when I contacted them about it I was told there is nothin they can or will do I was just outta luck...the payments are for $20.60

  Business Response

  Date: 09/16/2022

  *** ** *****                                                                                                                             September 16, 2022
  ** *********************
  Whitley City, KY ***********
  *************
  Email:  *********************
  
  c/o BBB Metro Washington DC & Eastern Pennsylvania
  
  RE:*************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************** contacted The BBB Metro Washington DC & Eastern Pennsylvania citing I was trying to put money on an inmates account and specifically on their commissary and the first time I tried it went to the wrong part of the account so I tried again following the instructions on the site carefully to be sure not to make a mistake and it done the same thing put the money in a part of the account to where he can't use it and when I contacted them about it I was told there is nothing they can or will do I was just outta luck...the payments are for $20.60.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed **.****** account to find on 09/11/2022 ************** called to request a refund citing a system glitch which is how the deposit was made incorrectly.  As a one-time courtesy, ViaPath submitted and approved $20.60 to be credited back to the credit/debit card ending in ****. Please allow 3-5 business days for the credit to appear.  Going forward, please note that deposits made to an inmate account are gifts and become the property of the inmate and therefore, are in most cases, are non-refundable, until the inmate is released/transferred and there is a remaining balance.
  
  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. 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
  www.viapath.com
  

  Business Response

  Date: 09/23/2022

  *** ** *****                                                                                                                             September 23, 2022
  ** ********** **
  Whitley
  City, KY ***** 
  ###-###-####
  Email:  ***********@*****.com
  
  c/o
  BBB Metro Washington DC & Eastern Pennsylvania
  
  RE:
  ** ***** Complaint ID# ********
  
  This
  letter serves as a response to the complaint listed above.
  
  Consumer
  ** ***** contacted The BBB Metro Washington DC & Eastern Pennsylvania
  rejecting the resolution provided citing: this is ** ***** I had filed a
  complaint with you against ViaPath. The complaint number was ********. I had
  accepted their response but they still have not refunded me yet and she said
  that they initiated the refund on the 11 of Sept an it would take 3-5 business
  days to get well I checked my account and I still have not received any refund
  and I tried emailing jamila Williams at the email she provided and she has not
  responded to me so is there any way you can reopen the claim possibly until she
  does please. Thank u.
  
  Upon
  review of the complaint addressing the concerns outlined, ViaPath confirmed the
  refund was initiated and located on 09/11/2022 and approved on 09/16/2022 at
  which time we requested *** ***** to allow 3-5 business days for the credit to
  post.
  
  On
  09/21/2022 *** ***** contacted ViaPath via email advising that he had not
  received the refund as stated as the 3-5 business days had expired. ViaPath
  responded to *** ***** on 09/23/2022 to reiterate the refund was approved on
  09/16/2022 and 3-5 business days is the period in which funds are released to
  his financial institution, however, his financial institution is responsible
  for the availability of said funds and are subject to their timeframe to do so.
  We requested he follows up with ViaPath in the following week to advise receipt
  of refund or the latter to which he was in agreeance per email. As a reminder,
  going forward, please note that deposits made to an inmate's account are gifts
  and become the property of the inmate and therefore, are in most cases,
  non-refundable, until the inmate is released/transferred and there is a
  remaining balance.
  
  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. 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
  www.viapath.com
  

  Customer Answer

  Date: 10/05/2022

  [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:08/25/2022

  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 put money on my account with Global Tel Link so a friend in prison could make phone calls to us. They recently gave them tablets and they were allowed a number of free calls using it a month. Also, he now is no longer in prison so I have tried numerous times to call Global to get my money refunded to me. Each time I spend an hour on hold and then they disconnect. Have been told by others that have money on accounts with them that have tried to get a refund that this same thing happened to them and they have not been able to get a refund. I don't know what more I can do. I have tried several numbers I have found for them and I get the same recording with each number.

  Business Response

  Date: 08/29/2022

  Mr. *********************** 29, 2022 
  2820 ***********. 
  *******, ** 96002  
  ************* 
  Email: *********************** 
  
  c/o BBB of Metro Washington DC & Eastern ************ 
  
  RE: *********************** Complaint ID# ******** 
  
  This letter serves as a response to the complaint listed above. 
  
  Consumer *********************** contacted the BBB of Metro Washington DC & Eastern ************ citing I put money on my account with Global Tel Link so a friend in prison could make phone calls to us. They recently gave them tablets and they were allowed a number of free calls using it a month. Also, he now is no longer in prison, so I have tried numerous times to call Global to get my money refunded to me. Each time I spend an hour on hold and then they disconnect. Have been told by others that have money on accounts with them that have tried to get a refund that this same thing happened to them, and they have not been able to get a refund. I don't know what more I can do. I have tried several numbers I have found for them, and I get the same recording with each number. 
  
  Upon review of the request to address the concerns outlined, ViaPath investigated the complaint to address and rectify the issues at hand. In doing so, we found an AdvancePay account linked to the number ending in **** registered under a different name and that person would be required to contact ViaPath to verify account information and request a refund of any remaining balance. Although authorized users are unable to request a refund, we can confirm the balance of $29.60 has been approved for a check refund in the name of the account holder to be sent to the address on file. Please allow up to 30 business days to receive the check refund.  
  
  We regret **************** has not had a great experience in using our products or services, however, we remain willing to continue to improve our services and address issues that *** arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly. 
  
  
  
  Cordially,  
  
  **************************;
  ViaPath Technologies | Manager, Consumer Complaints 
  Office ************   
  ******************************************************** 
  www.viapath.com  
  

  Customer Answer

  Date: 08/30/2022

  From: *********************** <***********************>
  Date: Tue, Aug 30, 2022 at 1:27 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Hello,
  
  This is *********************** and I want to let you know that I did receive a check for $29.60 today from Global Tel Link. This should take care of my complaint. Thank you for all of your help in resolving this issue. I do really appreciate your help.
  
  Thank you,
  ***********************

• Initial Complaint

  Date:08/07/2022

  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.

  On 7/11/22 I contacted CS at ************ the same day I made transaction for refund they said I would get my refund in 7 to 10 business days . NO REFUND YET .So called again 7/25/22 talked to Jobora she told me the first time I called the CS rep did not turn in my refund so we had to resubmit my refund $ 22.75 . She told me it should be back in my account no later than the 4th. Still no refund. Getting through on the phone is a night mare. I have also sent email to [email protected] No Response.

  Business Response

  Date: 08/16/2022

  Ms. ******************************************                                                                              August 16, 2022
  ** * **************
  Freeport, FL *****
  *************
  Email:  *******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ******************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing on 7/11/22 I contacted CS at ************ the same day I made transaction for refund they said I would get my refund in 7 to 10 business days. NO REFUND YET. So called again 7/25/22 talked to Jobora she told me the first time I called the CS rep did not turn in my refund, so we had to resubmit my refund $ 22.75. She told me it should be back in my account no later than the 4th. Still no refund. Getting through on the phone is a nightmare. I have also sent email to [email protected] No Response.
  
  Upon review of the complaint to address the concerns outlined, ViaPath reviewed and confirmed the refund request was approved for $22.75 to be credited back to the credit/debit card ending in **** on 08/15/2022. Please allow up to 10 business days for credit to appear.
  
  We regret the delay in processing the request, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  Jamila W*************
  ViaPath Technologies | Manager, Consumer Complaints
  ************@viapath.com
  www.viapath.com
  

  Customer Answer

  Date: 08/18/2022

  [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:

  Up on calling  the business aging on 8/15/22 I got ahold of a supervisor who said she refunded my amount. So I waited to make sure it would clear the bank. As of 8/18/22 it has. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/04/2022

  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.

  For over a month myself and other family members have been trying to add funds to my sons commissary and its giving a error message for us to contact customer service. We have been given the run around I finally spoke with someone who stated that my son acct had been blocked due to someone disputing a payment and gtl refunded the money to them leaving him a outstanding balance. They would send me a letter in which I would have to pay the amount in order for his acct to be unblocked. I asked the question why would we be responsible because if someone makes a payment they have to setup an acct and are aware of what they are doing. I asked to speak with a supervisor to try and get issue resolved was just transferred and no one ever answered as usual this is after being on the call for an hour then holding an additional hour which has happened in more than one occasion. My son spoke with someone at the jail and they tried as well and had the ******** contact accounting per accounting my son doesn't have a negative balance. So it seems as if gtl is trying to get extra money from us for nothing.

  Business Response

  Date: 08/16/2022

  *** ******** ******                                                                                                                  August 16, 2022
  **** ********* *** *
  Richmond, VA *****
  ###-###-####
  Email: ************@*****.***
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  
  RE:********************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ********************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing for over a month myself and other family members have been trying to add funds to my sons commissary and its giving an error message for us to contact customer service. We have been given the run around I finally spoke with someone who stated that my son acct had been blocked due to someone disputing a payment and GTL refunded the money to them leaving him an outstanding balance. They would send me a letter in which I would have to pay the amount for his acct to be unblocked. I asked the question why we would be responsible because if someone makes a payment, they have to setup an acct and are aware of what they are doing. I asked to speak with a supervisor to try and get issue resolved was just transferred and no one ever answered as usual this is after being on the call for an hour then holding an additional hour which has happened in more than one occasion. My son spoke with someone at the jail,and they tried as well and had the ******** contact accounting per accounting my son doesnt have a negative balance. So, it seems as if GTL is trying to get extra money from us for nothing.
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed ******************* ID#****** received two deposits of $221.75 on different days which were applied to **. ****'s account. The depositor disputed both deposits as unauthorized, with their financial institution, resulting in ViaPath being solely responsible for repaying the disputed deposits to the depositors financial institution. Unauthorized charges result in credit/debit card blocks being enabled for deposits, until the balance has been repaid in full, regardless of who disputed the deposits. Please also note, that the credit/debit card of the depositor has been blocked on all platforms indefinitely because of the unauthorized charges.
  
  As requested, the repayment forms were forwarded to the email address referenced within the complaint on 08/05/2022.
  
  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 added questions, please feel free to contact me directly.
  
  Cordially,
  
  Jamila W**********
  ViaPath Technologies | Manager, Consumer Complaints
  ********************@viapath.com
  www.viapath.com
  

• Initial Complaint

  Date:08/03/2022

  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 made a deposit in the amount of $75 then another deposit of $25 on my credit card,so that my brother can have access to a laptop while in the ****** County jail. He was than released two days after. I called and was told the refund was mailed in check form. I asked why not in the same method I paid. Than they dropped two number off my address, whe I called to follow up. Was told the check will be stopped and Another would be sent. Every time, I call I placed on hold for more than an hr Noone picks up

  Business Response

  Date: 08/16/2022

  *** ****** ********                                                                                                                August 16, 2022
  **** ********
  Bethlehem, PA *****
  *************
  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 made a deposit in the amount of $75 then another deposit of $25 on my credit card, so that my brother can have access to a laptop while in the ****** County jail. He was then released two days after. I called and was told the refund was mailed in check form. I asked why not in the same method I paid. Then they dropped two number off my address, when I called to follow up. Was told the check will be stopped and Another would be sent. Every time, I call I placed on hold for more than an hour No one picks up.
  
  Upon review of the complaint to address the concerns outlined, ViaPath reviewed and confirmed the deposits totaling $100.00 and as requested, we have submitted and approved the request for the refunds back to the original method of payment per credit/debit card ending in **** & ****. Please allow up to 10 business days for the credits to appear or consult your financial provider in reference to their policy of releasing funds credited back to the accounts mentioned.
  
  We regret the delay in processing the request, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  Jamila W*************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************@viapath.com
  www.viapath.com
  

• Initial Complaint

  Date:07/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reapedly requested a refund of my $8.00 lost on 7/11/22 because the correctional officers at *********** Correctional Center did not bring my relative to the video visit room as scheduled. This has happened repeatedly at this VADOC facility and after emailing GTL twice and repeatedly holding the telephone for over an hour - I am filing this complaint because I cannot afford to loose my money no matter how small. Someone needs to give me my refund! The visit was scheduled for 11:30 AM on 7/11/22 -#******- and if they check the video they will see that the baby and I sat there the entire time and his dad was never bought to the visit; my ID number is ********** if needed. Please refund my money. Thank you!

  Business Response

  Date: 08/10/2022

  *** ****** ******                                                                                                       August 10, 2022
  **** *************
  Richmond, VA *****
  *************
  Email:  *******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ************************* Complaint ID#********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing I have repeatedly requested a refund of my $8.00 lost on 7/11/22 because the correctional officers at ********** Correctional Center did not bring my relative to the video visit room as scheduled. This has happened repeatedly at this VADOC facility and after emailing GTL twice and repeatedly holding the telephone for over an hour - I am filing this complaint because I cannot afford to lose my money no matter how small. Someone needs to give me my refund! The visit was scheduled for 11:30 AM on 7/11/22 -#******- and if they check the video, they will see that the baby and I sat there the entire time and his dad was never bought to the visit; my ID number is ****-***** if needed. Please refund my money. Thank you!
  
  Upon review of the complaint to address the concerns outlined, ViaPath reviewed the visit referenced on 07/11/2022 to confirm a refund is valid for Visit ID#******. The refund for $8.00 has been submitted and approved to be credited back to the original method of payment. Please allow up to 10 business days for credit to appear.
  
  We regret the delay in processing the request in a timelier manner, 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 added questions, please feel free to contact me directly.
  
  Cordially,
  
  Jamila W*******
  ViaPath Technologies | Manager, Consumer Complaints
  ***************@viapath.com
  www.viapath.com
  

  Customer Answer

  Date: 08/11/2022

  [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:07/29/2022

  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 steals money meant for inmates. Sent money on 11th, was never received by my brother who I have been sending money to for 11 years, using GTL for a year, opened case with GTL, had to wait 2 weeks for an answer of sorry the prison accepted the money .. maybe they are holding it. We can't refund you. Mind you they were supposed to call me within 5 biz days and never did. I called and waited on 45 min hold with the devil. Told to have brother talk to caseworker at prison which he already did (because I was told to do that the first time I called and complained 2 days after sending money) and said they did not receive money. They never got it and this company won't refund me. Supervisor I spoke to is evil. No help and wasted 2 weeks of waiting for nothing and my brother had no money to order anything and it was his birthday on top of it. Horrible customer service, horrible company. Money sent on 7/11/22, called company 7/14 as my brother called and told me he hadn't received the money yet and it's usually instant. Company told me to have my brother speak to caseworker to see why they haven't released funds. Caseworker says GTL never sent payment and nothing is being held. Called GTL again to open case on 7/21.. was told company would call me back within 5 biz days with a resolution. No call ever. Called back 7/28, was told to wait another day as it's still within 5 biz days, called 7/29 was transferred ot rude supervisor who said prison accepted payment and nothing they could do. Which is a lie. Prison never accepted any payment. GTL said they cannot give refunds. So no matter what mistake they make in any capacity they will never refund you. Bad business. Rude customer service. Waste of time!

  Business Response

  Date: 08/10/2022

  *** ************* *******                                                                                                               August 10, 2022
  **** **************
  Mesa, 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 steals money meant for inmates. Sent money on 11th, was never received by my brother who I have been sending money to for 11 years, using GTL for a year, opened case with GTL, had to wait 2 weeks for an answer of sorry the prison accepted the money. Maybe they are holding it. We can't refund you. Mind you they were supposed to call me within 5 biz days and never did. I called and waited on 45 min hold with the devil. Told to have brother talk to caseworker at prison which he already did (because I was told to do that the first time I called and complained 2 days after sending money)and said they did not receive money. They never got it and this company won't refund me. Supervisor I spoke to is evil. No help and wasted 2 weeks of waiting for nothing and my brother had no money to order anything, and it was his birthday on top of it. Horrible customer service, horrible company. Money sent on 7/11/22, called company 7/14 as my brother called and told me he hadn't received the money yet and it's usually instant. Company told me to have my brother speak to caseworker to see why they haven't released funds. Caseworker says GTL never sent payment and nothing is being held. Called GTL again to open case on 7/21. I was told company would call me back within 5 biz days with a resolution. No call ever. Called back 7/28, was told to wait another day as it's still within 5 biz days, called 7/29 was transferred to rude supervisor who said prison accepted payment and nothing they could do. Which is a lie.Prison never accepted any payment. GTL said they cannot give refunds. So, no matter what mistake they make in any capacity they will never refund you. Bad business. Rude customer service. Waste of time!
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed the deposit made to ********************' Trust/Commissary account in the amount of $60.00 as $4.95 was the service fee incurred for the deposit in total of $64.95.  This deposit was accepted and applied on July 11th, 2022. Please note, **************** can also report inconsistencies in reference to available balances and to inquire about deposits that have not been applied to his account to be investigated and resolved.
  
  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
  

• Initial Complaint

  Date:07/28/2022

  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 have requested that ******* transfer funds in an account for over a month. They refuse to do it, it's affecting someone that is disabled. They don't care. I've called over 10 times, put in 4 requests. They've lied to me and said it was the jail, then I finally got them to admit it was there company and their finance department that keeps holding onto my funds. This is affecting the person that is trying to call that's disabled. I've already filed a complaint with the FTC regarding this. They will not put a manager or supervisor on the phone and they basically tell you too bad.

  Business Response

  Date: 08/10/2022

  *** ****** *********                                                                                                               August 10, 2022
  **** ****** ** ***
  Caldwell, TX *****
  *************
  Email:  *********************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ******************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ******************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing I have requested that ******* transfer funds in an account for over a month. They refuse to do it; it's affecting someone that is disabled. They don't care. I've called over 10 times, put in 4 requests. They've lied to me and said it was the jail, then I finally got them to admit it was their company and their finance department that keeps holding onto my funds. This is affecting the person that is trying to call that's disabled. I've already filed a complaint with the *** regarding this. They will not put a manager or supervisor on the phone, and they basically tell you too bad.
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed the transfer request was received on 07/14/2022 and had a current balance of $80.27. However, calls continued to be accepted up until the time of transfer and the remaining balance as of 08/10/2022 was $25.93 and has been transferred successfully to ****** ********* inmate account located at **** County Jail OR as requested.
  
  We regret the delay in processing the request in a timelier manner, 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 added questions, please feel free to contact me directly.
  
  Cordially,
  
  Jamila W************
  ViaPath Technologies | Manager,Consumer Complaints
  ******************@viapath.com
  www.viapath.com
  

  Customer Answer

  Date: 08/11/2022

  [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 want a resolution on who to call when this happens again, this is the second time account has errored on your side. Calls were withheld for 3 days the first go round, so someone could make the transfer. Transfer was not made, then requests sent again and calls were withheld for over 5 days after multiple requests to transfer. So do not lie again stating this was the problem when there is solid evidence this wasn't the problem. There's absolutely zero accountability from the company. I would highly recommend you implement a process where there is someone else to speak with and your representatives do not lie about funds. I was told this was the jails problem and after drilling down on your customer service rep. for over 30 minutes did we come to the conclusion that he's been instructed to lie. The person that was affected is disabled and this should be a zero tolerance policy to knowingly withhold funds at a request to be transferred from one account to another. I want a number of someone to speak to should this need to be escalated again. It should not take over 4 requests to get something accomplished. There shouldn't be a company in charge of funds for multiple facilities that doesn't have a procedure in place.  
  
  Regards,
  
  *******************************