Business Profile
Communications
ViaPath TechnologiesThis business is NOT BBB Accredited.
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Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for ViaPath Technologies's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 736 total complaints in the last 3 years.
- 177 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/27/2022
Type:Sales and Advertising IssuesStatus: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.
So I went on the getting out app and uploaded my id front to back and my selfie they are cleared pic and it don't upload all the way then it's say verification denied I call customer service some guy said they couldn't do nothing I had to go on this web site I did it 30 times I just need my account verified so my step son and talk to his mother witch is **** ******* in ********* county correctionalBusiness Response
Date: 08/10/2022
*** ******* ****** August 10, 2022
*** *******************.
Henderson, KY *****
*************/*************
Email: *************************
c/o BBB of Metro Washington DC & Eastern Pennsylvania
RE:*************************** Complaint ID# ********
This letter serves as a response to the complaint listed above.
Consumer *************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing So I went on the getting out app and uploaded my id front to back and my selfie they are cleared pic and it don't upload all the way then it's say verification denied I call customer service some guy said they couldn't do nothing I had to go on this web site I did it 30 times I just need my account verified so my step son and talk to his mother witch is **** ******* in ********* county correctional.
Upon review of the complaint to address the concerns outlined, ViaPath confirmed receipt of the requested documents to formally verify and update **. ******'s account. The telephone number, *************, connected to the email address referenced within the complaint has been updated and verified a requested.
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. 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.comInitial Complaint
Date:07/25/2022
Type:Customer Service IssuesStatus: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 contacted Telmate customer service to ask when will I be verified I uploaded all the necessary documents that was ask for the customer service representative was rude and treated me with curl was yelling at me talking to me if I was a child like I didn't understand why was I treated with curl and unusual punishment when all I was asking was questions as any customer wouldBusiness Response
Date: 08/09/2022
*** ******* ***** August 9, 2022
*** *********
Phoenix, 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 I contacted Telmate customer service to ask when will I be verified I uploaded all the necessary documents that was ask for the customer service representative was rude and treated me with curl was yelling at me talking to me if I were a child like I did not understand why was I treated with curl and unusual punishment when all I was asking was questions as any customer would.
Upon review of the complaint to address the concerns outlined, ViaPath confirmed receipt of the requested documents to verify *************'s account. Account access has been verified as requested and shows recent activity.
We regret ************** has not had a good 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.comInitial Complaint
Date:07/23/2022
Type:Product IssuesStatus: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.
Global tel link has an app and website called Getting Out. The app never works I haven't been able to even log in for days says system error. Then trying to use the actual website the functions do not work. This has always been an issue messages we pay for don't load. Trying to deposit money on to account does not work. Customer service just tells you to re install app or log out it never fixes it. We pay high prices for these services and they never function properly. With GTL monopoly on the prison system the Getting Out system is the only option we have. None of the system works properly app or website.Business Response
Date: 08/09/2022
********************************************** August 9, 2022
*** **************
Boonsboro, MD *****
*************
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 Global Tel Link has an app and website called Getting Out. The app never works I haven't been able to even log in for days says system error. Then trying to use the actual website the functions do not work. This has always been an issue messages we pay for don't load. Trying to deposit money on to account does not work. Customer service just tells you to re install app or log out it never fixes it. We pay high prices for these services, and they never function properly. With GTL monopoly on the prison system the Getting Out system is the only option we have. None of the system works properly app or website.
Upon review of the complaint to address the concerns outlined, ViaPath d/b/a Global Tel Link offers troubleshooting tips for reported issues with the application, including uninstalling and reinstalling the application as referenced within the complaint. We also urge to check for updates to the application from within the phone carriers application store as not having the current version of the application may limit or prohibit access.
In reviewing **. **********'s recent activity confirms successful activity via the application for deposits as of 08/04/2022.
We regret ************** has not had a good 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.comInitial Complaint
Date:07/22/2022
Type:Order IssuesStatus: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.
Requested a refund June 3rd and it's now July 22nd and I'm sitting on hold which I was transferred 3x's to tell me why my refund is delayed...every time I call I'm put on hold for long periods of time (have screenshot proof)...this is the worst business I've ever dealt with regarding refunds...I worked for **** and they by far are a much better company to do business with...no refund delays...if any businesses so happen to run across this complaint please take your services to **** they provide a much better customer service and really show empathy to their customers...this company puts their customers on hold and leave them...no 5 minute rule or anything...after waiting on hold for over an hour after third transfer no supervisor ever came to the line...**** shameBusiness Response
Date: 08/09/2022
*** ****** ***** August 9, 2022
**** *** ****** ** Apt ****
Carrollton, 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 Requested a refund June 3rd and it's now July 22nd and I'm sitting on hold which I was transferred 3x's to tell me why my refund is delayed...every time I call I'm put on hold for long periods of time (have screenshot proof)...this is the worst business I've ever dealt with regarding refunds...I worked for **** and they by far are a much better company to do business with...no refund delays...if any businesses so happen to run across this complaint please take your services to **** they provide a much better customer service and really show empathy to their customers...this company puts their customers on hold and leave them...no 5 minute rule or anything... after waiting on hold for over an hour after third transfer no supervisor ever came to the line...**** shame.
Upon review of the complaint to address the concerns outlined, ViaPath investigated and reviewed activity to confirm the refund of $10.00 was successfully submitted and approved to be refunded back to the original method of payment.Please allow up to 10 business days for the credit to appear.
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 added questions, please feel free to contact me directly.
Cordially,
Jamila W***********
ViaPath Technologies | Manager, Consumer Complaints
***************@viapath.com
www.viapath.comInitial Complaint
Date:07/21/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am unable to use the app to connect with my family member who is incarcerated. I have money on my account however every time I try to log in I get an error message saying password or email incorrect . I called customer service and was told to reset password which I did 3 times. I called again to customer service was told they were updating system. I have emailed customer service 3 times and no response . This has been going on for over 2 weeks . No one responds yet acknowledges my emails are received .Business Response
Date: 08/09/2022
**. ****** ******** August 9, 2022
**** ********
******** ** *****
*************
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 unable to use the app to connect with my family member who is incarcerated. I have money on my account however every time I try to log in, I get an error message saying password or email incorrect. I called customer service and was told to reset password which I did 3 times. I called again to customer service was told they were updating system. I have emailed customer service 3 times and no response. This has been going on for over 2 weeks. No one responds yet acknowledges my emails are received.
Upon review of the complaint to address the concerns outlined, ViaPath confirmed the issue reported regarding access has been successfully resolved as the account shows recent activity via the GettingOut application for messages and picture uploads.
We regret ******************** has not had a good 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.comInitial Complaint
Date:07/20/2022
Type:Product IssuesStatus: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.
this company serves as a phone service for inmates in Iowa to the ***** **** county jail . I prepay them so my inmate can contact me . He was moved out of ***** **** county 3 months ago and I have ben trying to get a refund of left over money for 3 months . When I call costumer service they transfer me to another department I have waited on hold for over 2 hours never getting to talk to any one. All I want is to get my refund of left over funds I deposited with my credit card. they are called Connect Network GTL the customer service I have is ###-###-####. They serve the ***** **** county jail in Waterloo Iowa. My pin number for them is **** my number is ###-###-#### and my name is ***** ********. I see you have them rated A+ I have had a horrible time with them on more than 1 occasion I believe you need to revaluate them they owe me$13.77 Thank you for your help.Business Response
Date: 08/02/2022
*** ***** ******** August 2, 2022
**** ******* **.
Waterloo, IA *****
*************
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 serves as a phone service for inmates in Iowa to the ***** **** County jail. I prepay them so my inmate can contact me. He was moved out of ***** **** County 3 months ago and I have been trying to get a refund of left-over money for 3 months. When I call costumer service, they transfer me to another department I have waited on hold for over 2 hours never getting to talk to anyone. All I want is to get a refund of the leftover funds I deposited with my credit card. They are called Connect Network GTL the customer service I have is ###-###-####. They serve the ***** **** County jail in Waterloo Iowa. My pin number for them is **** my number is ###-###-#### and my name is ***** ********. I see you have them rated A+ I have had a horrible time with them on more than 1 occasion I believe you need to reevaluate them they owe me$13.77 Thank you for your help.
Upon review of the complaint to address the concerns outlined, on 07/20/2022, ViaPath approved the refund request for the remaining balance of $13.77 to be credited back to the original method of payment per credit/debit card ending in 7701 as requested. Please allow up to 10 business days to allow credit to appear.
We regret the delay in processing the refund as requested in a timelier manner, 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.comCustomer Answer
Date: 08/07/2022
[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:07/19/2022
Type:Billing IssuesStatus: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.
Date of transaction 7/13/2022 Nature of dispute: Was told to verify my account with a deposit before being able to visit a friend. I uploaded my license, verified myself, made a deposit, and was told someone would reach out to me for a follow-up and they never did. I first attempted to visit my friend around 7/02/2022 and kept getting the runarounds from ****** County Jail and GTL (TELMATE). I'm creating a dispute here before writing the Governor of Texas' Office and the United States Congress. I'm a FEDERAL UNITED STATES EMPLOYEE unable to visit an inmate. I HAVE NO CRIMINAL HISTORY!Customer Answer
Date: 08/01/2022
From: **** * <*************************>
Date: Sun, Jul 31, 2022 at 9:14 AM
Subject: Re: Disputes - ******** and ********
To: <*************@mybbb.org>, [email protected] <[email protected]>
On Sun, Jul 31, 2022 at 08:14 **** * <*************************> wrote:
You can resolve my two disputes as they didn’t want to risk getting in trouble for violating laws and disallowing inmates visitation rights when they are arrested for a misdemeanor. However. I want it notated that without this dispute, writing officials, and contacting officials through phone, they would have ignored the situation. They claimed funding the account and providing identity verification like uploading a valid drivers license would allow visitation. However before taking the above actions, it did not. And even after I brought so much attention to them they created a fake status in my account to show that I’ve been verified which woule cover their track record. However, I’m intelligent and was able to demonstrate all functions of the platform were missing until they actually did what they were supposed to do. It was a dummy verified account that shows you as verified but you cannot do anything with the account except login. I could not visit my loved one until the account was given the functions of paid video meetings and paid text messaging whereas before they took my money and didn’t even process my account and I waited weeks before challenging.Initial Complaint
Date:07/19/2022
Type:Service or Repair IssuesStatus: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 sister in law has been incarcerated at ******* Womens Prison and not able to receive commissary funds for over 6 months now due to negligence on GTL's end. Her account was in arrears for 105.00 which was paid in October of 2021. Several phone calls and email attempts have been made in attempt to rectify this situation, each time I have been told it will be cleared within 5 business days. My sister in law has been unable to buy hygiene products and is distressing not only to her, but myself and other family members that have spent numerous hours trying to clear this up.Business Response
Date: 08/02/2022
/**. ********* **** August 2, 2022
** **************
Leesburg, IN *****
*************
Email: *******************
c/o BBB of Metro Washington DC & Eastern Pennsylvania
RE:*************************** Complaint ID# ********
This letter serves as a response to the complaint listed above.
Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing My sister-in-law has been incarcerated at ******* Women’s Prison and not able to receive commissary funds for over 6 months now due to negligence on GTL's end. Her account was in arrears for 105.00 which was paid in October of 2021. Several phone calls and email attempts have been made in attempt to rectify this situation; each time I have been told it will be cleared within 5 business days. My sister-in-law has been unable to buy hygiene products and is distressing not only to her, but myself and other family members that have spent numerous hours trying to clear this up.
Upon review of the complaint to address the concern outlined, the Cashier’s Check #******** for $105.00 was accepted and applied to the balance owed of $105.00 on behalf of Sonya Fick’s Trust/Commissary account. The block has been released and the account is cleared to accept credit/debit card deposits. Please note, that any credit/debit card associated with the chargeback has been blocked indefinitely and a new credit/debit card will need to be used to process a deposit.
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.coInitial Complaint
Date:07/16/2022
Type:Service or Repair IssuesStatus: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 had thought that I deposited money into an account for my son, an inmate, to use for music or games on a tablet supplied by the jail. Unfortunately, it was the wrong part of the account. It only applies to messaging. I have asked that the funds be transferred to the correct part of the account, or, refund the money and I will take care of it myself. I was told by a CSR and a supervisor that they do not do either of those actions.Business Response
Date: 08/02/2022
*********************************** August 2, 2022
**** ********** *** *
Racine, WI *****
*************
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 had thought that I deposited money into an account for my son, an inmate, to use for music or games on a tablet supplied by the jail. Unfortunately, it was the wrong part of the account. It only applies to messaging. I have asked that the funds be transferred to the correct part of the account or refund the money and I will take care of it myself. I was told by a CSR and a supervisor that they do not do either of those actions.
Upon review of the complaint to address the request regarding a refund or transfer of a recent deposit applied to the offenders messaging account located in ******* County. Unfortunately, these deposits are non-transferrable and are also non-refundable as outlined on our website, https://web.connectnetwork.com/help/#faq-intro.
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.comCustomer Answer
Date: 08/07/2022
[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:
Since the funds originated from my bank account, asking for a transfer, or refund, within a short period of time should be allowed. Otherwise, it should be considered theft and the company should be held accountable. And, this is going to be discussed with the county that the funds were applied in.
Regards,
*******************Initial Complaint
Date:07/13/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
GTL has done a lot of false advertisement. Our loved ones in California Prison has received new tablets. We were told that we could fund these tablets through the getting out app which there is even a video on it, come to find out we must fund their trust funds to message them or video call them. There are pictures that show stating what account do you want to fund but it only gives us our account and not our loved ones. This is so they can take money from people that owe restitution, but its states on their page we can fund the app. It was a complete lie to trap people that work hard for their money just to give it to CDCR for restitution which I will be filing a complaint on them as well. This service also says that they can text message 24/7 and play the games 24/7 but GTL makes the apps on their tablets disappear after eleven. How is any of this fair when we are the ones paying for the services? They have paid for subscriptions that kick them out all the time and WE ARE PAYING FOR THIS STUFF. They have a full description on their page and they don't even follow what their page states. They are also able to call from their cell. GTL hangs us up all the time or says Nextel violation or three way call violation and constantly hangs us up so they can keep charging the connection fees. I have provided pictures where they hang us up after one or two minutes or eight minutes seven minutes. Also when the Wi-Fi as they quote on quote say when it goes out and looses reception and my lives one hangs up on his end GTL keeps us connected on our end just so they can continue to charge us. GTL is a complete scam and something needs to be done. I am hoping yall can help because this is ridiculous. Thanks so much.Business Response
Date: 08/02/2022
*** ***** ******** August 2, 2022
***** **** ** * Apt *
Lancaster, 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 GTL has done much false advertisement. Our loved ones in California Prison have received new tablets. We were told that we could fund these tablets through the getting out app with a video on it, come to find out we must fund their trust funds to message them, or video calls them. There are pictures that show stating what account you want to fund but it only gives us our account and not our loved ones. This is so they can take money from people that owe restitution, but it states on their page we can fund the app. It was a complete lie to trap people that work hard for their money just to give it to CDCR for restitution which I will be filing a complaint against them as well. This service also says that they can text messages 24/7 and play games 24/7 but GTL makes the apps on their tablets disappear after eleven. How is any of this fair when we are the ones paying for the services? They have paid for subscriptions that kick them out all the time and WE ARE PAYING FOR THIS STUFF. They have a full description on their page, and they do not even follow what their page states. They are also able to call from their cell. GTL hangs us up all the time or says Nextel violation or three-way call violation and constantly hangs us up so they can keep charging the connection fees. I have provided pictures where they hang us up after one or two minutes or eight minutes or seven minutes. Also, when the Wi-Fi as they quote on quote say when goes out and loses reception and my life one hangs up on his end GTL keeps us connected on our end so that they can continue to charge us. GTL is a complete scam, and something needs to be done. I am hoping y’all can help because this is ridiculous. Thanks so much.
Upon review of the complaint to address the concerns outlined, ViaPath escalated the concerns outlined regarding call connectivity issues and successfully initiated a work order for a health check of the Wi-Fi and phone service to be tested and reset to ensure service is consistent. In doing so, we confirmed several calls from June 2022 till the present under 5 minutes for which a credit has been added to the ********** account ending in **** of $25.00. Please note that calls are billed per minute and enforced by the FCC at $0.02 per minute, plus applicable taxes, and fees. Also, there is no connection fee initiated per acceptance of a call as referenced within the complaint.
Regarding the resident being unable to access text and games 24/7, as available, the facility sets the hours of access.
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
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