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 has 23 locations, listed below.

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• 

  ViaPath Technologies

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

• 

  Global Tel* Link Corporation

  72 North Village Ave Ste 2E Rockville Centre, NY 11570

• 

  Global Tel* Link

  1203 Governors Square Blvd. Ste 501 Tallahassee, FL 32301

• 

  Global Tel* Link

  5700 SW 34th St Ste 300 Gainesville, FL 32608

• 

  Global Tel* Link Corporation

  7259 nw 12th st Miami, FL 33126

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:11/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GTL, Viapath and Getting Out are providers of telecommunications in *** ******* prison. Inmates were given tablets which are life savers to most. However the service is often unreliable because the internet is dropped for days, messages, photos waiting in queue for weeks. In this case some of the inmates were given obsolete tablets. For example ***** block 45 tablets out of 63 have stopped working four weeks ago and even after at least 7 calls from just me, none of the companies are doing anything about it except keeping funds and not giving a service. They shift the responsibility of complaining to the inmates who have absolutely no control of anything. The working 18 tablets can be taken to all the other cells and they still work so in this case it’s not a system problem. THE NON-WORKING TABLETS ARE OLD AND OBSOLETE AND NEED TO BE REPLACED. Money is hard to come by for most of these inmates and most paid monthly $5.99 for movies and other apps, but have received nothing for their money for at least 4 weeks now.

  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 GTL, ViaPath and Getting Out are providers of telecommunications in *** ******* prison. Inmates were given tablets which are life savers to most. However, the service is often unreliable because the internet is dropped for days, messages, photos waiting in queue for weeks. In this case some of the inmates were given obsolete tablets. For example, North block 45 tablets out of 63 stopped working four weeks ago and even after at least 7 calls from just me, none of the companies are doing anything about it except keeping funds and not giving a service. They shift the responsibility of complaining to the inmates who have absolutely no control of anything. The working 18 tablets can be taken to all the other cells, and they still work so in this case it’s not a system problem. THE NON-WORKING TABLETS ARE OLD AND OBSOLETE AND NEED TO BE REPLACED. Money is hard to come by for most of these inmates and most paid monthly $5.99 for movies and other apps but have received nothing for their money for at least 4 weeks now.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath acknowledged inconsistent Wi-Fi connectivity issues, experienced during the evening hours. ViaPath is working to upgrade the bandwidth to ensure the connection is consistent throughout the day.
  
  Regarding the tablets, ViaPath does not provide non-working tablets, however, if there are issues with the device/tablet provided by ViaPath, the residents are encouraged to submit a request for the device to be inspected, flashed, synchronized, and or replaced where applicable.
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  

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

• Initial Complaint

  Date:10/30/2023

  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 currently incarcerated. They use a phone system provided by ViaPath technologies. My husband tried to call me twice today. The first time the call dropped. The second time the automation asked for my credit card number. I entered everything so that I could accept the call. The call never went through ---it was dropped again. I logged into my bank account and they are charging me $10 for a call that didn't even go through. They automation said that if the call dropped I would NOT be charged ---yet here we are. I did call the customer service, and they said that they could only refund partial ($6) of the $10. So every time he calls and the call gets dropped ---am I going to be charged $10???? They need to refund the entire thing. They also need to correct their poor phone system. Also ---when you make payments on the website, they have a surcharge for each (phone and trust) ---This needs to be done in one transaction instead of having two transactions with two surcharges.

  Business Response

  Date: 11/16/2023

  *** **** ********                                                                   November 16, 2023
  *************************
  ***************
  Huntingdon, 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 that My husband is currently incarcerated. They use a phone system provided by ViaPath technologies. My husband tried to call me twice today. The first time the call dropped. The second time the automation asked for my credit card number. I entered everything so that I could accept the call. The call never went through ---it was dropped again. I logged into my bank account, and they are charging me $10 for a call that didn't even go through. They automation said that if the call dropped, I would NOT be charged ---yet here we are. I did call the customer service, and they said that they could only refund partial ($6) of the $10. So, every time he calls, and the call gets dropped ---am I going to be charged $10???? They need to refund the entire thing. They also need to correct their poor phone system. Also ---when you make payments on the website, they have a surcharge for each (phone and trust) ---This needs to be done in one transaction instead of having two transactions with two surcharges.
  
  Upon review of the complaint outlined to address the concerns outlined, ViaPath confirmed an Advance Pay One Call (APOC) from 10/30/2023 was dropped upon acceptance and confirmed that the automatically charged hold amount of $10.00 was deducted and the credit/debit card was charged $3.23 due to the call being connected. Upon connection, the call duration was confirmed to be 1 second and considering this,a full refund was processed back to the original method of payment ending in **** for the amount charged of $3.23. Therefore, the full $10.00 has been refunded.
  
  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:10/24/2023

  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 paid for video visits with my stepson. We have never been able to use the service at all. 18 days ago, I called and asked for a refund. I was told the account was not in my name. ********************************* My husband spoke with them and requested a refund to my credit cards. We have never received it. Also when we call in to check on the refund, it says we have no funds on the account but it still shows that we do. I have given them the last 4 digits of both my debit card and credit card

  Business Response

  Date: 11/29/2023

  **. **************************************                November 29, 2023
  ********************************
  Fort Mill, SC ***** 
  **************
  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 paid for video visits with my stepson. We have never been able to use the service at all. 18 days ago, I called and asked for a refund. I was told the account was not in my name. ******* ******* **. My husband spoke with them and requested a refund on my credit cards. We have never received it. Also, when we call in to check on the refund, it says we have no funds on the account, but it still shows that we do. I have given them the last 4 digits of both my debit card and credit card.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid Friends and Family account ending in **** and confirmed a balance of $124.97 for which a refund was successfully submitted and processed back to the credit or debit card(s) ending in **** & ****. Please allow up to 10 business days for the credit to appear.
  
  Regarding the unsuccessful video visit, please note that when a visit is canceled or unsuccessful the charge for the video visit is automatically refunded to the original method of payment, please allow up to 10 business days for the credit to appear.
  
  We regret *** ***** has not had a great experience in using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 12/12/2023

  They gave me my money back

• Initial Complaint

  Date:10/23/2023

  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.

  GTL keeps repeatedly dropping calls saying it's due to third party use. There is no third party use and they originally tried to blame the institution, but didn't look at their records to see there's four different institutions this issue is occurring at with me alone. This is an ongoing issue with this company and they blame anyone but themselves, despite how incorrect it is. I wasn't going to file again, but this is the third person/new-institution the calls have dropped with. I'm sick of paying to tell my loved ones that I love them, just to be robbed of that chance and get corporate lies for an excuse. This company refuses to fix their quality issues while constant charging insane amounts for their pathetic product, but there's a guaranteed contract so they keep taking advantage of the consumer over and over. They need to fix the issue, or pay as much as I am so they lose their funding and finally repair their issues.

  Business Response

  Date: 11/22/2023

  November 22, 2023
  
  *********************************
  ***************************
  Des Moines, 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 that GTL keeps repeatedly dropping calls saying it's due to third party use. There is no third-party use and they originally tried to blame the institution but didn't look at their records to see there's four different institutions this issue is occurring at with me alone. This is an ongoing issue with this company, and they blame anyone but themselves, despite how incorrect it is. I wasn't going to file again, but this is the third person/new institution the calls have dropped with. I'm sick of paying to tell my loved ones that I love them, just to be robbed of that chance and get corporate lies for an excuse. This company refuses to fix their quality issues while constantly charging insane amounts for their pathetic product, but there's a guaranteed contract so they keep taking advantage of the consumer over and over. They need to fix the issue or pay as much as I am so they lose their funding and finally repair their issues.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid Advance Pay account ending in **** and confirmed that recent call attempts have been disconnected citing three-way interferences. Considering the confirmation, a $10.00 credit has been applied to the prepaid Advance Pay account ending in ****.
  
  Regarding the call rates, ViaPath is in accordance with the *** enforced rate of $0.14 per minute as billed. 
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:10/23/2023

  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 using GTL to stay in contact with my loved one who is incarcerated in *******. GTL is the ONLY phone provider for the ***** so there is no way around this issue. I have money on my account, however, my husband cannot get through to me when he calls. I have submitted multiple trouble tickets with GTLs customer service but have not gotten any feedback. Customer service tells me they have no way of contacting their IT dept. I have taken call blocking off and reset my network connection with my phone carrier. I have done everything I can to receive the service I am paying for but to no avail.

  Business Response

  Date: 11/16/2023

  *** ******* ******                                                            November 16, 2023
  **** ****** **
  DeFuniak Springs, FL *****
  **************
  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 using GTL to stay in contact with my loved one who is incarcerated in *******. GTL is the ONLY phone provider for the ***** so there is no way around this issue. I have money on my account; however, my husband cannot get through to me when he calls. I have submitted multiple trouble tickets with GTLs customer service but have not gotten any feedback. Customer service tells me they have no way of contacting their IT dept. I have taken call blocking off and reset my network connection with my phone carrier. I have done everything I can to receive the service I am paying for but to no avail.
  
  Upon review of the complaint outlined, ViaPath reviewed the prepaid Advance Pay account ending in **** to determine why calls were unsuccessful originating from the **_DOC-********************* Institution. Unsuccessful call attempts would be attributed to the phone carrier as calls from the facility come through a payphone or tablet device with an area code of ***. The following numbers should be provided to the phone carrier to double-check for blocks and to ensure that calls from the following area code and number are not registering as spam, causing the line not to ring.
  **********
  **********
  **********
  
  Please note that our Policy Check List states that Cell phone/VOIP setup is at your own risk and that we cannot guarantee connectivity.
  
  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:10/17/2023

  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.

  This company provides the telephone communications for the prison that my family member is and it will not allow him to connect the call until he has tried calling 10 to 18 times and after that it will not allow me to press #5 to accept the call. I have called and sent email forms to have this corrected at least 6 to 7 times. They are anle to see all the attempts he has made but not able to fix or reset our lune. I am his only support system and this all feels targeted as it's only my phone number that this happens to. I have called the Warden as well and no reply. This is poor business and totally unacceptable. Please help.

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  ***********************************
  **************************
  Des Moines, 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 ******************************* BBB Of Metro Washington DC & Eastern Pennsylvania citing that this company provides the telephone communications for the prison that my family member is, and it will not allow him to connect the call until he has tried calling 10 to 18 times and after that it will not allow me to press #5 to accept the call. I have called and sent email forms to have this corrected at least 6 to 7 times. They can see all the attempts he has made but are not able to fix or reset our lune. I am his only support system, and this all feels targeted as it is only my phone number that this happens to. I have called the Warden as well and received no reply. This is poor business and unacceptable. Please help.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid Advance Pay account ending in **** and confirmed that recent call attempts have been successfully completed originating from *********** Correctional Institution. Please see the Call Records attached outlining all call attempts dating back to November 1, 2023, till the current date.
  
  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.
  

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

• Initial Complaint

  Date:10/11/2023

  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 called Globel Tel Link Customer Service on 10/10./2023 at approximately 4:38pm eastern time to request a refund of the balance on my pre-paid account. The Globel Tel Link website clearly shows my account balance is $15.01 (se the attached screen shot). The customer service agent I spoke to claimed that my account balance is actually $10.01 because of recent transactions and that will be the amount of my refund. This company is ripping me off for $5. I just wonder how many other families they have ripped off for a few bucks here and there. Crooked!

  Business Response

  Date: 10/10/2023

  Dear Sir/Madam,
  You have reached the wrong company and those are not our charges. You need to contact GTL Connect Network. We have no relation to them.
  

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  *****************************
  ****************************
  Alpharetta, GA *****
  ***** ********
  Email: n/a  
  
  c/o BBB Of Metro Washington DC & Eastern Pennsylvania
  RE:  ************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted the BBB Of Metro Washington DC & Eastern Pennsylvania citing I called Globel Tel Link Customer Service on 10/10/2023 at approximately 4:38pm eastern time to request a refund of the balance on my pre-paid account. The Globel Tel Link website clearly shows my account balance is $15.01 (see the attached screen shot). The customer service agent I spoke to claimed that my account balance is $10.01 because of recent transactions and that will be the amount of my refund. This company is ripping me off for $5. I just wonder how many other families have been ripped off for a few bucks here and there. Crooked!
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the screenshot showing a balance of $15.01, however, in acknowledging the balance shown, please keep in mind that the balance may not show the last successful call attempt to display the balance in real time. Attached is a copy of the Transaction History for the Advance Pay account ending in 9577 that shows the balance as outlined between 09/13/2023 to 09/27/2023 confirming the balance as quoted of $10.01 at that time. The refund of $10.01 was approved to be credited back to the original method of payment ending in ****.
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:10/10/2023

  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.

  On June 16, 2023 I charged $422.95 on my credit card to Telmate for a deposit to my son's Trust account at the county jail. Telmate accepted these funds but the funds weren't deposited to the Trust account at the jail. Telmate customer service could only tell me that the funds had been sent. I checked with the jail and the funds had not been received. When I relayed this information to Telmate, they told me there was nothing they could do to help. I asked if this problem could be elevated to an office that could help resolve it and was told there was no process to do this. On Jul 3, 2023, I filed a dispute with my credit card company. Telmate denied the claim stating that the jail had not returned any funds to them. I called the jail on Aug 16, 2023 and was told that the funds had never been received at the jail. Telmate failed to deposit the funds I sent to my son't Trust account, was uncooperative when I notified them of the problem, and isn't willing to work with the jail to fix the problem. The money I sent is in limbo somewhere in the system and I have received nothing in return for the $422.95 that I paid Telmate. The only way to resolve this is for Telmate to work with the jail to figure out why the money never made it to the Trust account.

  Business Response

  Date: 11/09/2023

  November 9, 2023
  
  *** ***** *****
  ***** ** ***** **
  Vancouver, WA *****
  ###-###-####
  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 on June 16, 2023, I charged $422.95 on my credit card to Telmate for a deposit to my son's Trust account at the county jail. Telmate accepted these funds but the funds weren't deposited into the Trust account at the jail. Telmate customer service could only tell me that the funds had been sent. I checked with the jail and the funds had not been received. When I relayed this information to Telmate, they told me there was nothing they could do to help. I asked if this problem could be elevated to an office that could help resolve it and was told there was no process to do this. On Jul 3, 2023, I filed a dispute with my credit card company. Telmate denied the claim stating that the jail had not returned any funds to them. I called the jail on Aug 16, 2023, and was told that the funds had never been received at the jail. Telmate failed to deposit the funds I sent to my son’s Trust account, was uncooperative when I notified them of the problem, and isn't willing to work with the jail to fix the problem. The money I sent is in limbo somewhere in the system and I have received nothing in return for the $422.95 that I paid Telmate. The only way to resolve this is for Telmate to work with the jail to figure out why the money never made it to the Trust account.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath successfully reviewed and confirmed the following deposit amounts were not posted as intended and a refund has been issued back to the original method of payment. Please allow 3-5 business days for the credits to appear.
  $25.00 refunded back to card ending in ****.
  $100.00 refunded back to card ending in ****.
  $400.00 refunded back to card ending in ****.
  $400.00 refunded back to card ending in ****.
  
  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
  

  Customer Answer

  Date: 11/18/2023

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

• Initial Complaint

  Date:10/09/2023

  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.

  So originally I was supposed to place money on a kiosk in kootenai county jail for two inmates, ******************* and ***********************. The money was ****'s but I had to put it on to his books for him. Not knowing that there was another kiosk in the jail, I used the only one I saw and put the money on the wrong account. After realizing my mistake I contacted Telemate and was able to get a refund through the form of a check in the mail. Upon receiving the check my name was spelled wrong putting as "***************************" instead of the correct way "*************************". Given this mistake I was unable to cash the checks. So I contacted Telemate once again to correct this. They told me to void the checks and send them back and they would send new ones with the correct name. This was three months ago and I have received nothing. Anytime that I contact them there customer service repersentatives are rude and claim they have no record of the situation. I have been trying to get this resolved and had no luck at all. I want to simply get the refund I was already promised and move on with my life.

  Business Response

  Date: 11/07/2023

  November 7, 2023
  
  *****************************
  *******************************
  Post Falls, ID *****
  **************
  Email: *******************
  
  c/o BBB Of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted the BBB Of Metro Washington DC & Eastern Pennsylvania citing so originally, I was supposed to place money on a kiosk in Kootenai county jail for two inmates, ******************* and ***********************. The money was *****, but I had to put it in his books for him. Not knowing that there was another kiosk in the jail, I used the only one I saw and put the money in the wrong account. After realizing my mistake, I contacted Telmate and was able to get a refund through the form of a check in the mail. Upon receiving the check my name was spelled wrong putting as "***************************" instead of the correct way "*************************". Given this mistake I was unable to cash the checks. So, I contacted Telmate once again to correct this. They told me to void the checks and send them back and they would send new ones with the correct name. This was three months ago, and I received nothing. Anytime that I contact them their customer service representatives are rude and claim they have no record of the situation. I have been trying to get this resolved and had no luck at all. I want to simply get the refund I was already promised and move on with my life.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed that the refund check in the amount of $3300.00 was remitted in the correct name as spelled in the complaint. Upon further review, we also confirmed that the check was cashed/paid out on October 16th, 2023. Considering these findings, ViaPath will not be reissuing the refund check as requested.
  
  We regret the delay in processing the initial request; however, we remain willing to continue improving our services and address issues that *** 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:10/09/2023

  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.

  On October 8, 2023, $1.75 disappeared from my account. This is the second time that money has disappeared from my account that I have literally watched it go away. The first time I submitted a complaint through the company and got no response back. I do not have the date of that incident. I understand that it was only a couple of dollars out of time however, it continues to happen.

  Business Response

  Date: 11/09/2023

  **. ************************;                                                               November 9, 2023
  **********************
  Raymond, NH ********
  **************
  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 October 8, 2023, $1.75 disappeared from my account. This is the second time that money has disappeared from my account that I have literally watched it go away. The first time I submitted a complaint through the company and got no response back. I do not have the date of that incident. I understand that it was only a couple of dollars out of time however, it continues to happen.
  
  Upon review of the complaint outlined, ViaPath reviewed the Friends and Family account ending in **** to identify the deduction for $1.75 referenced within the complaint and was unable to confirm said deduction to the available balance. However, as a one-time courtesy, ViaPath issued the credit of $1.75 back to the Friends and Family account as requested. Going forward, should this issue arise, we will conduct a full audit of the account to issue a credit where applicable.
  
  We regret the inconvenience this 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