Business Profile

Communications

ViaPath Technologies

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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 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:11/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son is in rehab and to allow him to call home one has to put money in a GTL account. I did not realize there are different GTL accounts and just put it on GTL getting out account. I found out shortly after that was the wrong GTL account. I called customer service to get a refund and they are refusing to give me a refund because some of my information is wrong. I was told to check my app to see what information is wrong but I cannot get to my information on the app. I can only see my name, email and telephone number. I asked the customer service rep how do I get to my other information and he refused to tell me. Just kept saying it is on the app. No it is not! They are refusing to inform how to get to the information on the app, and refusing to tell me what information is wrong while on the phone therefore, refusing to refund my money back.
Business Response
Date: 12/12/2023
****************************; December 12, 2023
*************************
San Diego, CA *******
**************
Email: **********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that on 11/23/2023 I put 10 dollars on my account to communicate with my little brother who is in prison, and I cannot use it, contract them, or get a refund. This is not the first time and the stole from my wife too promising communication that didn't happen. There is a whole community of people wanting to communicate with incarcerated loved ones who keep having issues with this company and they take advantage of our pain.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed a deposit of $10.00 was posted on 11/23/23 and has been approved to be refunded back to the original method of payment ending in ****. Please allow up to 10 business days for the credit to appear.

ViaPath regrets the delay in processing the initial request. However, ViaPath remains willing to continue improving its services and address issues that *** arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Business Response
Date: 12/12/2023
We added the incorrect resolution to this complaint. We need to remove it to allow us to send the correct resolution specific to this complaint. Thank you.
Business Response
Date: 12/13/2023
*** ***** ***** December 13, 2023
** ************
Cameron, NC *****
**************
Email: ********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ********************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that My son is in rehab and to allow him to call home one must put money in a GTL account. I did not realize there are different GTL accounts and just put it on GTL getting out account. I found out shortly after that was the wrong GTL account. I called customer service to get a refund and they are refusing to give me a refund because some of my information is wrong. I was told to check my app to see what information is wrong, but I cannot get my information on the app. I can only see my name, email, and telephone number. I asked the customer service rep how I could get my other information, and he refused to tell me. Just kept saying it is on the app. No, it is not! They are refusing to inform me how to get the information on the app, and refusing to tell me what information is wrong while on the phone therefore, refusing to refund my money back.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed that the account information linked to the Friends and Family account ending in **** has been updated successfully, resulting in the approval of the refund request for $25.00. The refund was credited back to the original method of payment ending in ****. Please allow up to 10 business days for the refund 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,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Customer Answer
Date: 12/14/2023
I still have not received the refund. I did contact them back towards the end of November and am still waiting for the refund.

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,

*********************
Customer Answer
Date: 01/17/2024
I still have not received my refund from them. Just FYI.
Customer Answer
Date: 01/18/2024
[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:
Date Sent: 1/17/2024 6:25:09 PM
I still have not received my refund from them. Just FYI.

Regards,

***** *****
Business Response
Date: 01/23/2024
*** ***** ***** January
23, 2024
** ******** ***
Cameron,
NC *****
###-###-####
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
Janet Macie contacted The BBB of Metro Washington DC & Eastern Pennsylvania
to reject our initial response to her complaint regarding a refund citing that I
am rejecting this response because: I still have not received my refund from
them. Just FYI.

Upon
review of the complaint addressing the concerns outlined, ViaPath confirmed
that the account information linked to the Friends and Family account ending in
**** was updated successfully and the refund request for $25.00 was credited
back to the original method of payment ending in 3409 in December 2023. ViaPath
urges *** ***** to review her statement for the credit of $25.00. Please note that ViaPath has no control over
when those funds are available as it is at the discretion of the financial institution
connected to the credit/debit card ending in ****. If you have confirmed that
the credit has not been applied as stated, ViaPath will require statements from
December 2023 and January 2024 to confirm and expedite a check refund for
overnight delivery to the address on file.

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

Cordially,

****** ********
ViaPath
Technologies | Manager, Consumer Complaints
***************@viapath.com
www.viapath.com
Customer Answer
Date: 01/24/2024
I found it in the December Statement of my credit card. Thank you for handling this for me.
Customer Answer
Date: 02/01/2024
Date Sent: 1/24/2024 7:36:50 PM
I found it in the December Statement of my credit card. Thank you for handling this for me.
Initial Complaint
Date:11/23/2023
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.
On 11/23/2023 I put 10 dollars on my account to communicate with my little brother who is in prison an I cannot us it, contract them or get a refund. This is not the first time an the stole from my wife too promising communication that didn't happen. There is a whole community of people wanting to communicate with incarcerated loved ones who keep having issues with this company an they take advantage of our pain.
Business Response
Date: 12/12/2023
**************************** December 12, 2023
*************************
San Diego, CA ********
**************
Email: **********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that on 11/23/2023 I put 10 dollars on my account to communicate with my little brother who is in prison, and I cannot use it, contract them, or get a refund. This is not the first time and the stole from my wife too promising communication that didn't happen. There is a whole community of people wanting to communicate with incarcerated loved ones who keep having issues with this company and they take advantage of our pain.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed a deposit of $10.00 was posted on 11/23/23 and has been approved to be refunded back to the original method of payment ending in ****. Please allow up to 10 business days for the credit to appear.

ViaPath regrets the delay in processing the initial request. However, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been asking for a refund for the funds I have deposited and none have been refunded. The calls did not work but I was still charged. I want a full refund.
Business Response
Date: 12/12/2023
*** ******* ******** December 12, 2023
****************************
Cleveland, OH *********
**************
Email: *****************************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ******************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that I have been asking for a refund for the funds I have deposited, and none have been refunded. The calls did not work but I was still charged. I want a full refund.

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed two refunds were approved for a refund of the remaining balances via ConnectNetwork and GettingOut. Both refunds were approved to be credited back to the credit/debit card ending in ****. Please allow up to 10 business days for the credit to appear.

ConnectNetwork refund per prepaid Advance Pay account ending in ****- $16.84 refunded on November 27th, 2023.
GettingOut refund per prepaid Friends and Family account ending in ****-$7.90 refunded on December 12th, 2023.

ViaPath regrets the delay in processing the initial request. However, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/18/2023
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.
This company provides state issued tablets to inmates and charges $0.10 per message sent from both the inmate and the person they are communicating with. The problem is the company takes the money and then places the messages as pending so if for example I send a message to an inmate I’m communicating with, the inmate will never receive the message unless global tel link approves the message and vice versa. The money is still deducted from both mine and the inmates account. Messages that do get through take a few days up to a couple of weeks to show as approved messages. Simple messages such as “Hi, how are you?” Will stay pending for weeks. In my case, there is currently pictures that are still pending from July 2023, were in November and still nothing has gone through. I’ve contacted customer service about this issue but they tell me there is no issues on their end and there is nothing they can do about it. I am seeking resolution to the issue of pending messages and photos and reimbursement for all of the messages and photos that still say pending. It is not acceptable for a business to claim to provide a service for payment but don’t actually provide the service and only take payment. My case is not unique, there are several others in my situation. At least 25+ families and inmates affected.
Business Response
Date: 12/05/2023
**. ************************************ December 5, 2023
*******************t
Pomona, CA *****
**************
Email: ******************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that this company provides state issued tablets to inmates and charges $0.10 per message sent from both the inmate and the person they are communicating with. The problem is the company takes the money and then places the messages as pending so if for example I send a message to an inmate I’m communicating with, the inmate will never receive the message unless Global Tel Link approves the message and vice versa. The money is still deducted from both mine and the inmate’s account. Messages that do get through take a few days up to a couple of weeks to show as approved messages. Simple messages such as “Hi, how are you?” Will stay pending for weeks. In my case, there are currently pictures that are still pending from July 2023, were in November and still nothing has gone through. I’ve contacted customer service about this issue, but they tell me there are no issues on their end and there is nothing they can do about it. I am seeking resolution to the issue of pending messages and photos and reimbursement for all the messages and photos that still say pending. It is not acceptable for a business to claim to provide a service for payment but not actually provide the service and only take payment. My case is not unique, there are several others in my situation. At least 25+ families and inmates are affected.

Upon review of the complaint to address the concerns outlined, ViaPath provides the messaging service for inmates and Friends and Family to stay connected. As described in the complaint, both Friends and Family and the inmate must have an available balance to use the messaging service, at a cost of $0.05. Although ViaPath provides the messaging service, all messages are approved/denied by the facility staff. Please note that if a message/picture is denied for any reason by the facility staff, a refund is not warranted as ViaPath does not charge for the message/picture, but for the use of the service.

ViaPath regrets that Ms. Castaneda did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is *************** writing in this for help this company has three different names provided by touch pay holdings LLC doing business as GTL financial service, which also the owner manager with the website, touch pay, holding LLCGTL financial service corporation, global tell link corporation to a business as file path technology NMLS # ******. This company owe me $357. I called the company August 11, 2023. He said he tried to put it in my bank account. I called the bank and the bank stated no one tried to put any money in my account I called them back. They said they mailed it. I'll call them back. They said came back to them. Ill call them back Talk to a manager she stated they just sent it yet which is the check I called them over 70 times. None of the representative have any respect for customer service when you ask for your money they said you would get an email I have not yet received no emails from anybody . ****************** I've been calling this company **** near every day and they will not give me my money. I can show proof and I need help. Do I have to get a lawyer to get my money back? This company has been doing this for many years, I have talk to so many people about having problems getting the money back and its my money and I want my money back. My phone number is ************. Please advise. This money was put on a inmate account which was done by mistake, and the inmate name was ******************
Business Response
Date: 12/12/2023
December 12, 2023

**. ***************
*******************************
Las Vegas, NV *********
**************
Email: *******************

c/o BBB Of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer *************** contacted the BBB Of Metro Washington DC & Eastern Pennsylvania citing that This company owe me $357. I called the company on August 11, 2023. He said he tried to put it in my bank account. I called the bank and the bank stated no one tried to put any money in my account I called them back. They said they mailed it. I'll call them back. They said came back to them. Ill call them back Talk to a manager she stated they just sent it, yet which is the check I called them over 70 times. None of the representatives have any respect for customer service. When you ask for your money, they said you would get an email I have not yet received any emails from anybody. I've been calling this company every day and they will not give me my money. I can show proof and I need help. Do I have to get a lawyer to get my money back? This company has been doing this for many years, I have talked to so many people about having problems getting the money back and its my money and I want my money back. My phone number is ************. Please advise. This money was put on an inmate account which was done by mistake, and the inmates name was *******************

Upon review of the complaint addressing the concerns outlined, ViaPath confirmed and approved the refund request for $357.20. Due to the delay in processing the initial request, ViaPath expedited a check refund in the amount referenced to be sent overnight via **** Tracking details are as follows:
Tracking ***************************************************************************************************************** ************ Next Day Air
Guaranteed By: 3:00 PM Tuesday, Dec 12, 2023

We regret that ************ has not had a great experience using our services; however, we remain willing to continue improving our services and address issues that may arise promptly and in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband is incarcerated at the *********** County Jail (*******). There has been nothing but numerous issues with trying to reach him via using the new company "ViaPath" formerly known as "GTL" (GlobalTelLink). The website that is used to set up visits: ********************************************** I received 2 free "10 min" visits in which both FAILED I was able to connect one partially for 2 mins while talking to my husband the screen on his end froze and ever since then its states "Connecting or Waiting for Participant to Join" (All visit wasted WAITING), every day after that for like 5 or more days as of "today" 11/16/23 NOW everything is up and running. I have lost and gained another free visit before it started working back to STILL be unable to visit my husband via video visit during the time it wasn't working still, nowhere located on their website shows that they were down and to NOT continue to set up visit as it DIDNT WORK. To where I am now paying for my visits. I just paid $28.81 to be connected via the phone(verbally) and "GTL Inmate Services" took my money but nowhere on any website that has re-routed me to and I am apart of shows a deposit. Getting Out is also a website linked within ViaPath/GTL and the ** rep over the phone said I can set up a video visit through the "Go Visit App" which is not in correlation to the County Jail. Then I can't see or find my deposit on any account, the Advance PAY said my mobile number is already linked (even with me being logged in) but I can't even add funds to that because it won't let me move past it. Then I keep getting re-routed and the screen change some I can click on some I can't the voicemail I get when my husband calls that website: ConnectNetwork.com sometimes it said the "Page Can't Be Found" or when it does show, and I log in nothing shows any deposit or adding an inmate. It's just $28.81 but I am unemployed, and I can't afford to lose money I do not have. I can't even tell my husband I lost $28.81. Please HELP!
Business Response
Date: 12/05/2023
**. ************************* December 5, 2023
***********************************
Charlotte, NC *******
*********,** *****
**************
Email: ***************************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that My husband is incarcerated at the *********** County Jail (*******). There has been nothing but numerous issues with trying to reach him via using the new company "ViaPath" formerly known as "GTL" (GlobalTelLink). The website that is used to set up visits: *************************** I received 2 free "10 min" visits in which both FAILED I was able to connect one partially for 2 mins while talking to my husband the screen on his end froze and ever since then its states "Connecting or Waiting for Participant to Join" (All visit wasted WAITING), every day after that for like 5 or more days as of "today" 11/16/23 NOW everything is up and running. I have lost and gained another free visit before it started working back to STILL be unable to visit my husband via video visit during the time it wasn't working still, nowhere located on their website shows that they were down and to NOT continue to set up visit as it DIDNT WORK. To where I am now paying for my visits. I just paid $28.81 to be connected via the phone(verbally) and "GTL Inmate Services" took my money but nowhere on any website that has re-routed me to and I am apart of shows a deposit. Getting Out is also a website linked within ViaPath/GTL and the CS rep over the phone said I can set up a video visit through the "Go Visit App" which is not in correlation to the County Jail. Then I can't see or find my deposit on any account, the Advance PAY said my mobile number is already linked (even with me being logged in) but I can't even add funds to that because it won't let me move past it. Then I keep getting re-routed and the screen change some I can click on some I can't the voicemail I get when my husband calls that website: ConnectNetwork.com sometimes it said the "Page Can't Be Found" or when it does show, and I log in nothing shows any deposit or adding an inmate. It's just $28.81 but I am unemployed, and I can't afford to lose money I do not have. I can't even tell my husband I lost $28.81.

Upon review of the complaint to address the concerns outlined, ViaPath confirmed the deposit referenced for $28.81, processed on November 16, 2023, was successfully applied to *** ****** ****’s inmate account, currently housed in *********** Detention Center. This deposit was made on the web via www.GettingOut.com. Deposits made to an inmate’s account are non-refundable as a deposit to an inmate’s account is considered a gift and cannot be removed from the inmate’s account while the inmate is still active, and the funds are still available.

Please note that www.GettingOut.com offers the following deposit types. This information can be found at *******************************************.
Inmate Account- Funds for into Resident’s account to pay for secure wireless access to the ******* Tablet. Tablet services include internet access, games, messaging, and other entertainment services which may vary by facility.
Friends and Family Account- Funds go into your (the customer) account to pay for sending messages to an inmate from your computer or from your mobile device.

Free video visits are non-replaceable. If you experience issues during paid visits, please make note of the date(s), time(s) and visit ID#(‘s) and report them by calling Visitor Support: ###-###-####. We are available 6AM – 4PM MST Monday – Friday, 7AM – 4PM MST Saturday – Sunday.

The website used to set up an account for prepaid calls originating from *********** Detention Center is www.ConnectNetwork.com. If the number to which you are attempting to add, or register has been previously linked, you will have to use alternative methods to add funds to the prepaid account for calls. We are unable to remove/detach the previous accountholder from the telephone number previously linked due to security and tracking purposes. Please review our website at **************** for alternative options to add funds.

In reviewing the prepaid Advance Pay account ending in ****, a recent successful call attempt was completed for 14 minutes on December 3, 2023, and was paid for by the caller/inmate.

ViaPath regrets that *** **** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/16/2023
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.
App continually takes money from me for messages that are not being sent, also other messages stay in the pending status for hours causing additional messages to be sent, ultimately resulting in repeated messages which I am charged for each time. No accountability the company has never returned any of my calls and refuse to refund me. I have lost HUNDREDS OF DOLLARS using this app and no one is answering for it. I need this company to be held accountable and responsible for lose of funds Via the GTL GETTING OUT APP.Global Tel ***************************** are scamming inmates loved ones out of money knowing very well we would do whatever it takes to keep consistent communication. So it costs more (3x actually) to maintain regular communication with loved one and this should be considered a scam. I have been told numerous times that someone would contact me and no one has for months.
Business Response
Date: 12/05/2023
*** ***************************************************************** December 5, 2023
New York, New York *****
**************
Email: *********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania
RE: *********************** Complaint ID# ********

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

Consumer *********************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that he is being double charged for messages not sent or in a pending status.

Upon review of the complaint to address the concerns outlined, ViaPath was unsuccessful in locating double charges as referenced for messages. ViaPath encourages **************** to provide specifics such as the dates and times she was double charged for messages as it is imperative to investigate the claim to provide a credit/refund where applicable.

ViaPath regrets that **************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that *** arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/15/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I get a different response everytime i call customer service. I've been cursed out hung up and laughed at by these so called customer service agents. I just want my money back. Its going on three months now.
Business Response
Date: 12/07/2023
**. ***************************************************** December 7, 2023
*******************************
Los Angeles, CA ********
**************
Email: *********************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer *********************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that I get a different response every time I call customer service. I've been cursed out hung up and laughed at by these so-called customer service agents. I just want my money back. Its been going on for three months now.

Upon review of the complaint to address the concerns outlined, ViaPath successfully processed a check refund in the amount of $143.00 to be delivered to the address listed above. Due to the delay in processing the initial request, ViaPath successfully expedited the check refund to be delivered to the address on file. Please see the tracking details below:
Tracking Number: ******************
Service: *** Next Day Air
Guaranteed By: End of Day Thursday, Dec 7,2023

ViaPath regrets the delay in processing the initial request in a timelier manner, however, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/07/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BBB transcribed from handwritten letter received via US Mail: To whom it may concern, My name is ******* *****. I am an inmate incarcerated at the ******** **** Correction Facility. The reason I am writing you this letter is because I need your help address an issue I’m having with the company that provides our phone service, Global Tel Link. The institution has an outside tablet administrator named *** *****. My family contacted the office of Global Tel Link to address behavior issues the inmates here are having with *** ***** and was told that once they are hired by the prison they have no dealings with that person, even though they are employed by Global Tel Link. My family contacted the prison, as well as the **** Department of Corrections Central office and was told that since she is an employee of Global Tel Link there is nothing they can do about her behavior. This leaves no room for inmates to file complaints or grievances, and allows this business to treat it’s customer however they please. My question is how do we address this? *** ***** denies certain inmates access to the GTL tablets which holds apps that we have paid for, pictures our families have paid for, phone time we have paid for. Denying us a tablet is the same as extorting us. Can you please respond and tell me what I can do. Or can you please contact the company and prison and address these issues. Thank you, *** ******* *****
Business Response
Date: 01/09/2024
**. ******************************* #***** January 9, 2024
*************************
Post Office Box *****
Reynoldsburg, 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 that the reason I am writing you this letter is because I need your help address an issue, I’m having with the company that provides our phone service, Global Tel Link. The institution has an outside tablet administrator named *** *****. My family contacted the office of Global Tel Link to address behavior issues the inmates here are having with *** ***** and was told that once they are hired by the prison they have no dealings with that person, even though they are employed by Global Tel Link. My family contacted the prison, as well as the **** Department of Corrections Central office and was told that since she is an employee of Global Tel Link there is nothing they can do about her behavior. This leaves no room for inmates to file complaints or grievances and allows this business to treat its customers however they please. My question is how do we address this? *** ***** denies certain inmates access to the GTL tablets which holds apps that we have paid for, pictures our families have paid for, phone time we have paid for. Denying us a tablet is the same as extorting us. Can you please respond and tell me what I can do. Or can you please contact the company and prison and address these issues.

Upon review of the complaint to address the concerns outlined, ViaPath confirmed that *** ***** was leased a tablet on 11/12/2023 and has been actively using the tablet daily.

Electronic Grievance Forms are made available by ViaPath for inmates to report concerns/issues regarding tablets and paid subscriptions. We require specific details to investigate and respond in a timely manner. *** ***** is encouraged to contact our Site Administrator as needed.

We regret that *** ***** has not had a great experience using our services; however, we remain willing to continue improving our services and address issues that may arise promptly and in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Initial Complaint
Date:11/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good morning, My french boyfriend is incarcered at **** ********** Men's colony *** - This name **** ***** ******. I communicate with him by GTL Gettingout with email. All is OK with email. Once beginning October **** ***** can't fone me by video in the room. I don't received the invitation call. Second problem **** ***** can't fone with this tablett, the communication cut at internationnal I saw that GTL beginning VIAPATH TECHNOLOGIES. I make a plaint but I have any informations. Could you help me to solve my problems? Sorry my english is bad. The priority is d=to solve the problems the call with the tablett. Thanks you, Best Regards
Business Response
Date: 11/29/2023
November 29, 2023

***********************************
*** *****
* ** ******
Email: *****************

c/o BBB Of Metro Washington DC & Eastern Pennsylvania
***
RE: ******************************* Complaint ID# ********

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

Consumer ******************************* contacted the BBB Of Metro Washington DC & Eastern Pennsylvania citing that my French boyfriend is incarcerated at **** ********** Men's Colony *** - This name **** ***** ******. I communicated with him by GTL GettingOut by email. All is OK with email. Once beginning October **** ***** couldn’t phone me by video in the room. I didn’t receive the invitation call. Second problem **** ***** can't phone with this tablet, the communication cut at international I saw that GTL beginning VIAPATH TECHNOLOGIES. I make a plaint but I have any information. Could you help me to solve my problems? Sorry my English is bad. The priority is d=to solve the problems the call with the tablet.

Upon review of the complaint addressing the concerns outlined, to receive international calls, we must first activate your phone number. If you haven't already, please create an account at ConnectNetwork.com and send an-email to [email protected] containing the following information:

· Your full name

· Your Connect Network email address

· Your complete address

· Your complete phone number that the inmate will be dialing* (international: 011 + country code + local area code + phone number.)

· The phone type (cell, VoIP, Landline)

· The name of the phone service provider that you use

· The name of the facility that you wish to receive the calls from as well as the state

· A 4–8-digit passcode of your choosing to secure the account

·

*You must be the owner of the line to set up an account for international inmate calls.

Once we process your information, we may need to call the number to test the line. Once the account setup is complete, we will send you a follow-up email containing instructions for adding prepaid minutes to your account via ******* ***** or international wire transfer.

*If you are in Canada or Puerto Rico, you may instead contact customer service to complete the ac-count setup and add minutes to your phone by dialing ###-###-####.

Please do not add any funds to your account before the setup process is completed, otherwise your account may be refunded without notice and applicable fees will be deducted from your refund amount. Additionally, GTL reverses the right to permanently block all accounts if policies and procedures are not followed. GTL will not transfer funds between international accounts.

NOTE: Before you send any wire transfers, you must email us with your full name, the correct way to dial your number from the United States e.g., 011 + country code + local area + your number, the name of your service provider, is this a landline or a cell phone, a 4 to 8 digits pass code (made up by you), your full address, the name of the correctional facility from which you expect to receive calls and its location e.g., California. Customers in Puerto Rico, Canada or USVI please send your full 10-digit phone number. You must be the owner of the line and the phone number will become your GTL account number.

Important Reminder: Please send your response or questions to the following e-mail address [email protected]. Your satisfaction is important to us, and we want to provide you with the highest quality of service.

We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

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

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