Complaints

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

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• 

  ViaPath Technologies

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

• 

  Global Tel* Link Corporation

  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:10/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 24, 2023, I scheduled a video visit with inmate ****************************** (******). I received two emails confirming my appointment. One email confirmed the date and time of my appointment. The second email was a receipt of the ten-dollar fee charged for this visit. On Sunday, October 1st, 2023, I got a call from *********************** asking me the time of my video visit with her son. It turns out my appointment time was changed from 3:00 p.m. to 9:00 a.m. My appointment was changed without my knowledge. An unauthorized change resulted in me being labeled as a no-show. I reached out to ViaPath Technologies to resolve the issue. I was told to call **************** Correctional Institution to have them add a note to the system explaining what happened. I followed through and spoke to the person responsible for managing the video visits. He admitted that he thought it was strange that my appointment showed as 3:00 p.m. on their internal list, but when he signed onto the computer my appointment showed as 09:00 a.m. He made the necessary notations in the system. I called ViaPath Technologies a second time to request a refund, but I was told I could not get a refund because I did not attend the appointment. I need your assistance to get a resolution of why my appointment was changed, why I wasn't notified, and lastly a refund of the fee.

  Business Response

  Date: 10/31/2023

  October 31, 2023
  

  **.  *****************************
  *****************
  Fairburn, 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 that on September 24, 2023, I scheduled a video visit with inmate ******* ****** **** (******). I received two emails confirming my appointment. One email confirmed the date and time of my appointment. The second email was a receipt of the ten-dollar fee charged for this visit. On Sunday, October 1st, 2023, I got a call from Roberta Hall asking me the time of my video visit with her son. It turns out my appointment time was changed from 3:00 p.m. to 9:00 a.m. My appointment was changed without my knowledge. An unauthorized change resulted in me being labeled as a “no-show.”  I reached out to ViaPath Technologies to resolve the issue. I was told to call ********** Correctional Institution to have them add a note to the system explaining what happened. I followed through and spoke to the person responsible for managing the video visits. He admitted that he thought it was strange that my appointment showed as 3:00 p.m. on their internal list, but when he signed onto the computer my appointment showed as 09:00 a.m. He made the necessary notations in the system. I called ViaPath Technologies a second time to request a refund, but I was told I could not get a refund because I did not attend the appointment. I need your assistance to get a resolution of why my appointment was changed, why I wasn’t notified, and lastly a refund of the fee.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the scheduled visit referenced and confirmed that the visit was canceled and therefore a refund would automatically be applied to the original method of payment. ViaPath was unsuccessful in our attempt to contact *** ******* via phone to advise of our findings. If *** ******* finds that she has not received said refund for the scheduled visit referenced, please respond to this complaint via the BBB or directly at the email address below.
  
  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: 11/08/2023

  [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:10/03/2023

  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.

  I was instructed by the ************** Jail to place commissary funds on an app called GettingOut. However, I later learned the app associated with Telemate is not an app for inmate commissary, but rather inmate calling. I called Telemate and the jail for a refund, and both refused.

  Business Response

  Date: 10/19/2023

  **. *******************;                                                                      October 19, 2023
  ********************************************************
  Billings, MT *****
  **************
  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 I was instructed by the ****** ******* Jail to place commissary funds on an app called GettingOut. However, I later learned the app associated with Telemate is not an app for inmate commissary, but rather inmate calling. I called Telemate and the jail for a refund, and both refused.
  
  Upon review of the complaint outlined, ViaPath reviewed and confirmed a successful deposit per the attached screenshot for a total of $28.81 with $25.00 applied to the Inmate Prepaid account of ****** ******* housed in ****** County TX: Main Jail. Telmate/GettingOut application allows for two deposit types per the facility referenced.
  Inmate Account-funds go into an Inmate’s account to pay for secure wireless access to the Telmate tablet. Tablet services include internet access, games, messaging, and other entertainment services.
  Friends and Family Account-funds go into your account to pay for sending messages to an inmate from your computer or mobile device.
  
  All deposits to an inmate’s account are non-refundable as they are considered gifts and cannot be refunded or transferred. *** ******* used those funds to access entertainment services offered by Telmate/GettingOut and in light of the circumstances, we are unable to refund the deposit as requested.
  
  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
  

  Customer Answer

  Date: 11/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was specially instructed by ************** jail to place commissary funds on the Gettingout app. I repeat 'commissary funds.'  After discovering the funds were not on my daughter's commissary account, I immediately contacted Telemate regarding "the gift" and was told the account is not for commissary funds, but rather **** use.  The jail and Telemate used deceptive practices.  My daughter was not able to access the **** to reach me; she said she tried to use it, but all attempts failed. Over the course of several weeks, I paid approximately $180 for collect calls, plus another $28.81 to Telemate that I did not get to use to communicate with my daughter.  I expect a refund!  Telemates "gift" isn't a gift but rather "graft." 

  Regards,
  
  *******************

• Initial Complaint

  Date:09/27/2023

  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.

  On Sept 11 2023 I made a transaction via telephone to put money on my sisters pin debit through GTL. They took my.momey but never forward the funds to my sisters account. I called on the 12th and they said to contactnthe prison. I called back on the 14th amd spoke to a supervisor who filed a discrepacy and said to wait 5 days and it would be resolved. On the 19th I called again and spoke to another supervisor who said the first supervisor did not file out the discrepancy form correctly smd that it would be another 5 days. Today the 27th. I called again and spoke to yet another supervisor who said the ticket is still open and she has no idea when they will release the money to my sister. She has not been able to make calls this entire time. They will not refund my money or forward the funds to my sister. This is theft. It has been 16 days and they are basically being rude and blowimg me off everytime I call. The tranaction was for 25$.

  Business Response

  Date: 10/10/2023

  **. **********************************************************                                                            October 10, 2023
  ****************************
  Wilmington, DE *****
  **************
  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 Sept 11, 2023, I made a transaction via telephone to put money on my sister’s pin debit through GTL. They took my money but never forwarded the funds to my sister’s account. I called on the 12th and they said to contact the prison. I called back on the 14th and spoke to a supervisor who filed a discrepancy and said to wait 5 days and it would be resolved. On the 19th I called again and spoke to another supervisor who said the first supervisor did not file out the discrepancy form correctly and said that it would be another 5 days. Today is the 27th. I called again and spoke to yet another supervisor who said the ticket is still open, and she has no idea when they will release the money to my sister. She has not been able to make calls this entire time. They will not refund my money or forward the funds to my sister. This is theft. It has been 16 days and they are basically being rude and blowing me off every time I call. The transaction was 25$.
  
  Upon reviewing the complaint and addressing the concerns outlined, ViaPath confirmed that the transaction for $25.00 was successfully accepted but was not applied as intended. Considering this information, ViaPath credited the following Pin Debit account for $25.00 on October 10, 2023. 
  Inmates Name: ************************
  Inmate ID #: ********         
  Facility: ******** ********** of Corrections (**********)
  
  We regret the delay in processing the initial 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,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 10/10/2023

  [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:09/26/2023

  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.

  ViaParh is our only option for sending money to our son who is incarcerated in SC. For 6 years we have deposited a small amount of funds monthly. For the past 2 months we have not been able to make deposits. For the last 2 months we have been calling customer service to be told the same stuff every time by level 1 customer service and by the escalation department. The same scripted response every time. My wife and I are both elderly and cannot easily get around. Rather than helping us resolve the technical issues we are told to go to ************* to make deposits. That simply not a resolution we can live with for the next 8 years. We are having to rely on other friends to make deposits for us and we reimburse them. We need help getting this resolved as our son still has 8 years remaining at the facility and NO ONE at ViaPath will help. Please provide them my contact information so we can get these technical issues resolved. We simply have no other options!

  Business Response

  Date: 10/13/2023

  *****************************;                                                                           October 13, 2023
  *** ************
  St. Augustine, FL *****
  **************
  Email:  n/a
  
  c/o BBB Metro Washington DC & Eastern Pennsylvania
  
  RE:***************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ***************************** contacted The BBB Metro Washington DC & Eastern Pennsylvania citing that ViaPath is our only option for sending money to our son who is incarcerated in SC. For 6 years we have deposited a small amount of funds monthly. For the past 2 months we have not been able to make deposits. For the last 2 months we have been calling customer service to be told the same stuff every time by level 1 customer service and by the escalation department. The same scripted response every time. My wife and I are both elderly and cannot easily get around. Rather than helping us resolve the technical issues we are told to go to the ************* to make deposits. That is simply not a resolution we can live with for the next 8 years. We are having to rely on other friends to make deposits for us and we reimburse them. We need help getting this resolved as our son still has 8 years remaining at the facility and NO ONE at ViaPath will help. Please provide them with my contact information so we can get these technical issues resolved. We simply have no other options!
  
  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed two recent successful mobile deposits on October 6th and 8th using the account number attached to ********************** ending in ****. Both deposits were successfully applied to the Trust/Commissary account of ********************************* located in SC DOC. At this time, there are no restrictions applied to either account that would prohibit processing a transaction. Our helpful Customer Service is available for questions regarding your account or transactions at ************.
  
  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,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:09/24/2023

  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 paid $25 to this company for .10 messages that are 1500 characters each. Each time I send a message, I have to delete characters so get less than 1500 characters by 3 or 4 characters each message. These characters add up. I've complained twice to the company - the first time, they said they didn't know what I was talking up. The second time I complained, the customer service agent responded "I don't know what you're talking about. You only get 1000 characters." I believe that if I pay for 1500 characters, I should get 1500 characters, not 1,497 of 1,496 and there should be truth in what I purchase.

  Business Response

  Date: 10/08/2023

  ****************************;                                                                   October 8, 2023
  ***** ****************************
  Boca Raton, 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 paid $25 to this company for .10 messages that are 1500 characters each. Each time I send a message, I have to delete characters so get less than 1500 characters by 3 or 4 characters each message. These characters add up. I've complained twice to the company - the first time, they said they didn't know what I was talking up. The second time I complained, the customer service agent responded "I don't know what you're talking about. You only get 1000 characters." I believe that if I pay for 1500 characters, I should get 1500 characters, not 1,497 of 1,496 and there should be truth in what I purchase.
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed that there is a 1500-character count for messages, please note that a character can be any letter, number, punctuation, special character, or space. 1,500 characters is between 214 and 375 words with spaces included in the character count. If spaces are not included in the character count, 1,500 characters is between 250 and 500 words. Considering this, punctuation marks may or may not be removed to fit the text.
  
  We regret the delay in processing the initial request, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:09/22/2023

  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.

  I tried to put money $150 on my partners trust account in ****** detention but it went on his inmates account instead on the 26th may 2023 I call the same day as we seen the error and said could it be switch over to his trust account from inmate customer service said no I would need to cancel and have it refunded which I had to do it’s now 4 months later and after calling every day to every few weeks after being told time and time again that it would be 5-7 days to then 4-5 weeks each time I call get told the same thing it’s processing then they don’t know why it’s not been sent to then trying to blame my card which had no issue taking the money from to them telling me it’s due to being an international card I’ve had every excuse thrown at me and now it’s beyond a joke and unacceptable that I’m being refused my money back I called before this today and got told it will be 4 weeks so either my money goes back in my account next week or il be forced to take legal action whenever I speak to a supervisor they tell me they are pushing it through and when I inform them that I’ve been told this for months they tell me that it’s not been flagged to a supervisor before which means not only I’m I being refused my money I’m also being lied to repeatedly with how I’m speaking to and fobbed off every time 

  Business Response

  Date: 10/08/2023

  ************************;                                                                        October 8, 2023
  *******************
  Beckly, WV  *****
  **************
  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 tried to put money $150 on my partners trust account in ****** detention but it went on his inmates account instead on the 26th may 2023 I call the same day as we seen the error and said could it be switch over to his trust account from inmate customer service said no I would need to cancel and have it refunded which I had to do it’s now 4 months later and after calling every day to every few weeks after being told time and time again that it would be 5-7 days to then 4-5 weeks each time I call get told the same thing it’s processing then they don’t know why it’s not been sent to then trying to blame my card which had no issue taking the money from to them telling me it’s due to being an international card I’ve had every excuse thrown at me and now it’s beyond a joke and unacceptable that I’m being refused my money back I called before this today and got told it will be 4 weeks so either my money goes back in my account next week or il be forced to take legal action whenever I speak to a supervisor they tell me they are pushing it through and when I inform them that I’ve been told this for months they tell me that it’s not been flagged to a supervisor before which means not only I’m I being refused my money I’m also being lied to repeatedly with how I’m speaking to and fobbed off every time.
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed receipt of one deposit for $150.00 applied incorrectly as stated within the complaint. Considering the information confirmed, ViaPath issued a refund of the full deposit of $150.00 to be refunded back to the original method of payment per credit/debit card ending in ****. Please allow 3-5 business days for the refund to appear.
  
  We regret the delay in processing the initial request, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. In light of the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  ***************
  

  Customer Answer

  Date: 10/19/2023

  [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:09/20/2023

  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.

  This company provides a paid-for calling service. For months now, I have been disconnected numerous times a week (between 1 and 4, depending on the week) with a recording that states "no third-party calls allowed" and ends the call. There are no third party calls taking place. I have made sure to not have any background apps running, not be in a noisy area, only take calls where I have good service, etc. I have also reported it to the company and given them months to correct the issue. If I am paying for a call, I expect it to work, and not disconnect my call randomly for a false reason. The other parties have to wait at least 30 minutes, if not hours to make a call, only to have it disconnected unexpectedly. They can also not call right back like a normal phone, because of the 30 minute waiting period, as well as getting back in line to use the phone again. My calls are in the evening, and with this issue, typically I won't get another call because the other party's phone shuts off early. There are children who don't get to hear their daddy say goodnight and that he loves them, because the product I pay for fails over and over. This needs to be resolved by GTL/ViaPath immediately, and after reaching out to them to report it there has been no change. I've had three calls be disconnected this week, and it's only Wednesday. In the amount of money paid section, I can not put my total. I put $50 weekly or every ten days, and have for months. The number provided is a rough estimate from the last 6 months.

  Business Response

  Date: 09/28/2023

  **. *****************************
  **************
  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 this company provides a paid-for calling service. For months now, I have been disconnected numerous times a week (between 1 and 4,depending on the week) with a recording that states "no third-party calls allowed" and ends the call. There are no third party calls taking place. I have made sure to not have any background apps running, not be in a noisy area, only take calls where I have good service, etc. I have also reported it to the company and given them months to correct the issue. If I am paying for a call, I expect it to work, and not disconnect my call randomly for a false reason. The other parties have to wait at least 30 minutes, if not hours to make a call, only to have it disconnected unexpectedly. They can also not call right back like a normal phone, because of the 30 minute waiting period, as well as getting back in line to use the phone again. My calls are in the evening, and with this issue, typically I won't get another call because the other party's phone shuts off early. There are children who don't get to hear their daddy say goodnight and that he loves them, because the product I pay for fails over and over. This needs to be resolved by GTL/ViaPath immediately, and after reaching out to them to report it there has been no change. I've had three calls be disconnected this week, and it's only Wednesday. In the amount of money paid section, I can not put my total. I put $50 weekly or every ten days, and have for months. The number provided is a rough estimate from the last 6 months..
  
  Upon review of the complaint outlined, ViaPath reviewed and confirmed that several calls have been disconnected and coded as a 3rd party call although no actual 3rd party calls were initiated during the calls. As referenced within the complaint, outside energy such as prolonged silences, call waiting beeps, and conversations in the background would be detected and coded as a 3rd party call. ViaPath took the initiative to submit a change request to the facility for approval to lower the sensitivity features in the phone system, however, the acceptance of this request is at the sole discretion of the facility and the request has not been granted yet. In the meantime, as a one-time courtesy credit, ViaPath added a credit of $10.00 to the prepaid Advance Pay account ending in **** for the inconvenience this is causing. ViaPath is working diligently to ensure conversations are not disconnected and coded as a three-way call when that is not the case.
  
  We regret the inconvenience this is causing; 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
  Office ************ 
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 09/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The company charging for and providing a service is responsible for the service quality. Additionally, the company blamed the facility hosting it but this issue has been happening with MULTIPLE facilities. Saying the current one is the issue is just a scapegoat tactic so they can keep charging for their errored services. They don't suffer when the call is ended, everyone paying them does. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/20/2023

  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.

  I signed up for Gettingout now ViaPath Technologies I believe in March or April of this year to communicate with my brother, but don't recall the exact month I signed up for the service but from day one, my brother is on the blocked list and I'm unable to message or call him. He can message and call me but not vise-versa. I have not been able to get my brother off the blocked list. I've called customer service only for the system to be down. I've tried chatting with them on their home page only to be told "No customer representative is available to help please try again later" I can not get in contact with customer service. I'm not asking for a refund, I just need them to take my brothers name off the blocked list on my account so I we can talk. Please Very Respectfully *******

  Business Response

  Date: 09/28/2023

  **********************************;                                                                     September 28, 2023
  *** *************
  Carrollton, GA *********
  **************
  Email:  *******************************
  
  c/o BBB Metro Washington DC & Eastern Pennsylvania
  
  RE:*********************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************************** contacted The BBB Metro Washington DC & Eastern Pennsylvania citing that I signed up for GettingOut now ViaPath Technologies I believe in March or April of this year to communicate with my brother, but don't recall the exact month I signed up for the service but from day one, my brother is on the blocked list and I'm unable to message or call him. He can message and call me but not vice versa. I have not been able to get my brother off the blocked list. I've called customer service only for the system to be down. I've tried chatting with them on their home page only to be told "No customer representative is available to help please try again later" I cannot get in contact with customer service. I'm not asking for a refund; I just need them to take my brothers name off the blocked list on my account so we can talk.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid Advance Pay account ending in **** and confirmed that recent call attempts originating from OH_DRC-************************* (***) have been successfully accepted. ************** handles calls from this facility. GettingOut offers services for messaging that have recently been exchanged. ******************************* has not been blocked. The prepaid balance on the Friends Family account for messaging is $24.30. Please note that the inmate can only call out and Friends and Family cannot call the inmate.
  
  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,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:09/12/2023

  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.

  Too many times in the last months have my calls been disconnected due to "third party calling". There is no background noise, there is no third party calling. We pay to have these calls with our person and they get disconnected so abruptly over nothing. Then we get hit with the fees of third party. What is the point in spending so much money to have the calls drop out of the blue. The sensitivity on the call is not the issue. It is a glitch in the phone systems itself. Something needs to be done because it's our money being wasted . We get charged to connect the call, per.minute then again with other nonsense fees. This needs to be a better system . I spend about 400$ a month for these calls. And it's not even decent quality to talk to my husband .

  Business Response

  Date: 09/28/2023

  **. *********************
  **********************************************************************************
  *************
  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 too many times in the last months have my calls been disconnected due to "third party calling". There is no background noise, there is no third party calling. We pay to have these calls with our person and they get disconnected so abruptly over nothing. Then we get hit with the fees of third party. What is the point in spending so much money to have the calls drop out of the blue. The sensitivity on the call is not the issue. It is a glitch in the phone systems itself. Something needs to be done because it's our money being wasted . We get charged to connect the call, per.minute then again with other nonsense fees. This needs to be a better system . I spend about 400$ a month for these calls. And it's not even decent quality to talk to my husband.
  
  Upon review of the complaint outlined, ViaPath acknowledged that calls are disconnected and coded as a 3rd party call although no actual 3rd party calls were initiated during the calls. As referenced within the complaint, outside energy such as prolonged silences, call waiting beeps, and conversations in the background would be detected and coded as a 3rd party call. ViaPath took the initiative to submit a change request to the facility for approval to lower the sensitivity features in the phone system, however, the acceptance of this request is at the sole discretion of the facility. It is not a glitch in the ViaPath system as stated. In the meantime, ViaPath initiated a credit of $10.00 to the prepaid Advance Pay account ending in **** for the inconvenience this has caused. ViaPath is working diligently to ensure conversations are not disconnected and coded as a three-way call when that is not the case.
  
  We regret the inconvenience this is causing; 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
  Office ************ 
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 09/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/08/2023

  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 9/7/23 @ 5:35pm, a mistake was made at Telemate kiosk in an attempt to bail out an inmate. $3,000 cash bond was required. I inserted $3,000 into the kiosk and whether I selected the wrong account or the kiosk malfunctioned, the money went into the inmates telephone account rather than the bail out account. I immediately called Telemate as directed by the detention center who assured me they could transfer the funds to the correct account to remedy the situation as they have many times before. Telemate refuses to transfer the money in order to bail the person out of the detention center. When I attempted a refund, I was told a refund would be by check and 6-10 weeks delivery. I chose not to choose refund. I continued to call and request transfers as repeatedly directed by the detention center to no avail.. on 9/8, I called again and was told a refund was initiated. I did not request that and was granted a reversal in hopes I could get a supervisor who would make the situation right by simply transferring the money to the account it needed to be in. After attempts all day Friday the 8th, I gave up and requested a refund. The company now tells me a refund was granted once and will not be granted again and the money is now the property of the inmate to be requested for refund once the inmate bails out. I have lost property of my $3,000 and they will not reverse the situation.

  Business Response

  Date: 09/26/2023

  **. ************************************                September 26, 2023
  *** **********
  Rock Springs, WY ************
  **************
  Email: *********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:*************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing on 9/7/23 @ 5:35pm, a mistake was made at Telmate kiosk in an attempt to bail out an inmate. $3,000 cash bond was required. I inserted $3,000 into the kiosk and whether I selected the wrong account, or the kiosk malfunctioned, the money went into the inmates telephone account rather than the bailout account. I immediately called Telmate as directed by the detention center who assured me, they could transfer the funds to the correct account to remedy the situation as they have many times before. Telmate refuses to transfer the money to bail the person out of the detention center. When I attempted a refund, I was told a refund would be by check and 6-10 weeks delivery. I chose not to choose a refund. I continued to call and request transfers as repeatedly directed by the detention center to no avail. on 9/8, I called again and was told a refund was initiated. I did not request that and was granted a reversal in hopes I could get a supervisor who would make the situation right by simply transferring the money to the account it needed to be in. After attempts all day Friday the 8th, I gave up and requested a refund. The company now tells me a refund was granted once and will not be granted again and the money is now the property of the inmate to be requested for refund once the inmate bails out. I have lost property of my $3,000 and they will not reverse the situation.
  
  Upon review of the complaint to address the concerns outlined, ViaPath confirmed that a check refund has been issued in the amount of $2,985.36 per the remaining balance as it was applied to the inmates account. Please allow up to 30 business days to receive the check refund at the address listed above.
  
  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,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com