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.
175 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:08/22/2023
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 made a deposit to an account, of someone I don't know. I immediately contacted them to resolve the issue they said to send an email with date time and transaction number. I did the responce was I had to CALL customer service which is impossible to get thru. Finially I held on hold for 5 hours and 41 min before someone answered ro tell me they needed the transaction number. And disconnected the call there IS no transaction number another 3 hours and 17 min later I get a man on the phone asking the same questions and putting me on hold each time I responded after about 35 min of that he says it went Into an inmate account and it is non refundable. ... 3 months of this and not one person ever mentioned that nor is it on the website as of right now. All I want is my money back June 25 2023 $25 with fee $29.25 ****************** County Jail *************
Business Response
Date: 08/30/2023
**. ************************* August 30, 2023
***************************
New Brighton, 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 I made a deposit to an account, of someone I don't know. I immediately contacted them to resolve the issue they said to send an email with date time and transaction number. I did the response was I had to CALL customer service which is impossible to get through. Finally, I was on hold for 5 hours and 41 min before someone answered to tell me they needed the transaction number. And disconnected the call there IS no transaction number another 3 hours and 17 min later I get a man on the phone asking the same questions and putting me on hold each time I responded after about 35 min of that he says it went into an inmate account and it is nonrefundable. 3 months of this and not one person ever mentioned that nor is it on the website as of right now. All I want is my money back June 25, 2023, $25 with fee $29.25 ************ County Jail***********************

Upon review of the complaint to address the concerns outlined, ViaPath confirmed the deposit dated June 25th, 2023, for $25.00, minus the service fee of $4.95, was posted to ********************************* inmate prepaid account/trust/commissary account. Once a deposit is applied to the account, ViaPath is unable to remove said deposit from the inmate account as all deposits are considered gifts and become the property of the inmate and therefore are non-refundable.

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
Initial Complaint
Date:08/20/2023
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.
ViaPath provides video service for inmate tablets. The service is not working preoperly and there is no way to get technical support as they will not take the information over the phone. I have money on this account that I cannot use.
Business Response
Date: 09/05/2023
***************************** ******* September 5, 2023
********************** ******
**********************************************************;
(000) 000-0000
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 ViaPath provides video service for inmate tablets. The service is not working properly and there is no way to get technical support as they will not get the information over the phone. I have money on this account that I cannot use.

Upon review of the specific complaint outlined, ViaPath evaluated the account linked to **************** to confirm there are no restrictions that would hinder him from having a successful visit as there are currently funds available. In reviewing the account, we show that **************** has not added contacts to request a video visit with Friends and Family which is a requirement to successfully schedule a visit. Please note that Friends and Family must be added as a contact to send an invitation for a video visit.

**************** stated that he has been unable to use the funds in his account due to being unable to utilize the video visitation services, this is untrue as the available balance is currently being used to purchase subscription(s)/bundle(s) services offered at ********** Correctional Center.

We regret that **************** 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:08/19/2023
Type:Billing 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.
The calls are only suppose to be charged 5 cents per minutes with no taxes ..theres nothing on the website saying that you will be charged taxes on the phone calls when you put money on the phone they automatically take out fees and taxes and when you receive calls they are doing the same thing and when you call they tell you that you will be only charged 5 cents per minute but thats not the truth I have spend good money with them and I want my money back that was pass the $1 charge that I was suppose to be charged and when I called they said they will try to update that but no thats not fair when Im thanking Im charged 1 thing then some different
Business Response
Date: 08/30/2023
*** ****** **** August 30, 2023
***************************
Pasadena, TX *****
**************
Email: *******************

c/o BBB of Metro Washington DC & Eastern Pennsylvania

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

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

Consumer ********************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that the calls are only supposed to be charged 5 cents per minute with no taxes ..there's nothing on the website saying that you will be charged taxes on the phone calls when you put money on the phone they automatically take out fees and taxes and when you receive calls they are doing the same thing and when you call they tell you that you will be only charged 5 cents per minute but that's not the truth I have spent good money with them and I want my money back that passed the $1 charge that I was supposed to be charged and when I called they said they will try to update that but no that’s not fair when I’m thanking I’m charged 1 thing then some different.

Upon further review of the specific complaints outlined and the contract terms, ViaPath can confirm that regarding the complaint around additional fees: we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. In addition to the plain language of the contract and federal and state laws, GTL's interstate published terms and conditions and the GTL website supports the pass-through of such taxes and mandatory surcharges. Please also note that the current call rate at $0.05 per minute follows the ruling set forth and enforced by the ****

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
Initial Complaint
Date:08/17/2023
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.
My brother is incarcerated in the **** ****** Illinois Jail. I put $500 on his email account by mistake thinking it was for commissary. With fees it totaled $521 and change. This was on June 30, 2023. I realized the mistake and called July 1, 2023 for a refund. I was told it would be 3 to 7 days. I didn't receive it so I called and was told it would take 2 weeks. I still didn't receive it so I called back and was told not to count weekends. I still didn't receive it and was told it would be in my account on July 28, 2023. I still didn't receive it and called back and was told because of the business days to only count them and this was a supervisor I finally got to talk to. I was told my $521 would be back in my account by the end before the end of the day today August 4, 2023. I still didn't receive it. I really need my money. I'm on a fixed income. Thank you.
Business Response
Date: 08/24/2023
****************** **** August 24, 2023
*********************
Zion, IL *****
**************
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 brother is incarcerated in the **** ****** Illinois Jail. I put $500 in his email account by mistake thinking it was for commissary. With fees it totaled $521 and change. This was on June 30, 2023. I realized the mistake and called July 1, 2023, for a refund. I was told it would be 3 to 7 days. I didn't receive it so I called and was told it would take 2 weeks. I still didn't receive it, So I called back and was told not to count weekends. I still didn't receive it and was told it would be in my account on July 28, 2023. I still didn't receive it and called back and was told because of the business days to only count them and this was a supervisor I finally got to talk to. I was told my $521 would be back in my account by the end before the end of the day today August 4, 2023. I still havent received it. I really need my money. I'm on a fixed income. Thank you.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath reviewed and confirmed the deposit for $500.00 processed on 06/30/23 to the Friends and Family account ending in ****. On August 23rd, 2023, the refund request was approved to be refunded back to the original method of payment ending in ****. Please allow an additional 3-5 business days for the refund to appear.

ViaPath regrets the delay in processing the initial request for a refund, 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
********************************************************
***************
Customer Answer
Date: 08/28/2023
[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:08/16/2023
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.
On June 30, 2023 I paid for 12.00 of phone calls to this company. My credit card was charged the full 12.00. I was never given credit for the 12.00. I called and was told to send a screen shot , which I did , of the charge on my credit card app and I would receive a refund within 30 minutes. I said I didn’t want a refund, I wanted the 12.00 applied to make phone calls. I was then told to buy another 12.00 , which I did, but using my debit card instead . They insisted on giving me a refund for the first purchase. After 2 months , numerous phone calls , emails, and speaking to various supervisors , Along with being promised I would receive my refund , it has yet to come . I have done everything humanly possible and even though I am promised a refund , I never get it. it was not my fault, and they acknowledged that, but insisted I start over again and get this charge refunded . The last time I spoke I was told by a supervisor I would not get the total refund but a partial one because they charge a fee for credit cards . This was shocking as it was their mistake. I didn’t get the partial refund either . It’s a small amount , but they probably do this to many people and it’s very dishonest and there is no excuse for this. It’s a very simple task. I attempted again to call and was told a refund takes 3-6 weeks . That time has passed as well. These people cannot possibly need the money this bad !!!
Business Response
Date: 08/22/2023
**. ***************************************** August 22, 2023
*****************************
Leland, 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 On June 30, 2023, I paid 12.00 of phone calls to this company. My credit card was charged the full 12.00. I was never given credit for the 12.00. I called and was told to send a screen shot, which I did, of the charge on my credit card app and I would receive a refund within 30 minutes. I said I didn’t want a refund; I wanted the 12.00 applied to make phone calls. I was then told to buy another 12.00, which I did, but using my debit card instead. They insisted on giving me a refund for the first purchase. After 2 months, numerous phone calls, emails, and speaking to various supervisors, along with being promised I would receive my refund, it has yet to come. I have done everything humanly possible and even though I am promised a refund, I never get it. It was not my fault, and they acknowledged that, but insisted I start over again and get this charge refunded. The last time I spoke I was told by a supervisor I would not get the total refund but a partial one because they charge a fee for credit cards. This was shocking as it was their mistake. I didn’t get the partial refund either. It’s a small amount, but they probably do this to many people and it’s very dishonest and there is no excuse for this. It’s a very simple task. I attempted to call again and was told a refund takes 3-6 weeks. That time has passed as well. These people cannot possibly need the money this bad!

Upon review of the complaint to address the concerns outlined, ViaPath confirmed receipt of a deposit on 06/29/23 was successfully accepted and applied in the amount of $12.00 to the Friends and Family account ending in ****. This deposit was made by way of a credit/debit card ending in ****. Please note that the date reflected on your financial statement may differ from the date the deposit was processed, hence the discrepancy between June 29th and June 30th, 2023. Considering this information, a refund is not currently warranted.

Regarding the initial attempt to process a deposit of $12.00 for which was never credited to your Friends and Family account, please note that for us to refund the initial deposit, we must show that the transaction was settled as paid and not pending. Please provide a bank statement showing two deposits for $12.00 were paid out on or around 06/29/2023 or 06/30/2023 to allow us the opportunity to resolve and refund where applicable. You are welcome to provide that information to me directly at the email address below or in response to our response via the BBB.

We regret Ms. Reeves 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
Customer Answer
Date: 08/29/2023
Here are the pictures that I have sent , re-sent , re-sending again, emailed from phone , emailed from computer , discussed with at least 8 people and yet I am sending them again. It never ends . One is on my credit card and one on my debit because I was told to add the money again and the one that did not work would be refunded . Here again.
Customer Answer
Date: 08/29/2023
Here are the pictures that I have sent , re-sent , re-sending again, emailed from phone , emailed from computer , discussed with at least 8 people and yet I am sending them again. It never ends . One is on my credit card and one on my debit because I was told to add the money again and the one that did not work would be refunded . Here again.
Customer Answer
Date: 08/29/2023
[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:
Here are the pictures that I have sent , re-sent , re-sending again, emailed from phone , emailed from computer , discussed with at least 8 people and yet I am sending them again. It never ends . One is on my credit card and one on my debit because I was told to add the money again and the one that did not work would be refunded . Here again.

Regards,

***********************
Business Response
Date: 09/05/2023
Ms. *************************************************** September 5, 2023
**************************** **
Leland, 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 to reject our initial response citing that here are the pictures that I have sent, re-sent, re-sending again, emailed from phone, emailed from computer, discussed with at least 8 people and yet I am sending them again. It never ends. One is on my credit card and one on my debit because I was told to add the money again and the one that did not work would be refunded. Here again.
Upon review of the complaint to address the concerns outlined, as stated in our initial response, ViaPath confirmed receipt of one deposit on 06/29/23 which was successfully accepted and applied in the amount of $12.00 to the Friends and Family account ending in ****. This deposit was made by way of a credit/debit card ending in ****. The receipts attached are screenshots of the pending transactions and as stated, ViaPath would need a bank statement or credit card statement showing both transactions for $12.00 were paid out as opposed to pending. Pending transactions that are not accepted will be added back to the account balance as only one transaction for$12.00 was accepted on 06/29/2023. Please note that the date reflected on your financial statement may differ from the date the deposit was processed, hence the discrepancy between June 29th and June 30th, 2023. **************** is encouraged to provide the bank statement(s) to show two separate transactions were paid out for $12.00, which can be sent directly to the email address below or in response to our response via the BBB. Screenshots of your bank account transactions are not accepted unless the transactions show as paid.

We regret that **************** 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
Customer Answer
Date: 09/13/2023
I hope at BBB you are seeing now how difficult this company is. They treat people unfair and they rob people every day because they make things so difficult for people that the people give up. No matter what you send them , they will promise a refund , then change their entire promise of a refund on the way to needing more pictures and it never ends. Someone needs to stop these thieves. They need to be in a federal court somewhere . They are cheating a lying and stealing illegally millions of dollars for services not rendered .
Business Response
Date: 09/25/2023
Ms. **********************; September 25, 2023
***************************
Leland, 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 to reject our initial response citing that I hope at BBB you are seeing now how difficult this company is. They treat people unfair, and they rob people every day because they make things so difficult for people that the people give up. No matter what you send them, they will promise a refund, then change their entire promise of a refund on the way to needing more pictures and it never ends. Someone needs to stop these thieves. They need to be in a federal court somewhere. They are cheating by lying and stealing illegally millions of dollars for services not rendered.

Upon review of the complaint to address the concerns outlined, as stated in our initial response, ViaPath confirmed receipt of one deposit on 06/29/23 which was successfully accepted and applied in the amount of $12.00 to the Friends and Family account ending in ****. This deposit was made by way of a credit/debit card ending in ****. The bank statement provided by **************** shows a single transaction on 06/30/2023 in the amount of $12.00. This deposit was applied to the Friends and Family account for use of the messaging service offered. Considering the information provided, a refund for an additional deposit of $12.00 is not warranted.

We regret that **************** 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
hy here...
Initial Complaint
Date:08/15/2023
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 put money on multiple phone numbers for emergency purposes okay it's a family member gets arrested for any reason in the future but I no longer use those numbers so I'm trying to transfer the funds which they're able to do with account existed which is they don't because they didn't inform me of a policy stating that we can't have our money refunded after 180 days and not using the account I never knew about it at all I never refusing to give me my money back saying that account doesn't exist that is considered robbery cuz I want my money back please a homeless and work hard for my money that's not right should not be allowed to do that people work hard for their money besides me day after day after day to build up money to put on there it's not right for them just to be allowed to just take it like like nothing without even forming people that there's a new policy I never knew about this new policy that it's not right it shouldn't be allowed to do that it's robbery ,embezzlement ,fraud
Business Response
Date: 08/25/2023
**. *********************************************** August 25, 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 put money on multiple phone numbers for emergency purposes okay it's a family member gets arrested for any reason in the future but I no longer use those numbers so I'm trying to transfer the funds which they're able to do with account existed which is they don't because they didn't inform me of a policy stating that we can't have our money refunded after 180 days and not using the account I never knew about it at all I never refusing to give me my money back saying that account doesn't exist that is considered robbery because I want my money back please a homeless and work hard for my money that's not right should not be allowed to do that people work hard for their money besides me day after day after day to build up money to put on their it's not right for them just to be allowed to just take it like nothing without even forming people that there's a new policy I never knew about this new policy that it's not right it shouldn't be allowed to do that it's robbery ,embezzlement ,fraud.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath attempted to locate the account(s) referenced for which refund(s) are being requested and were unsuccessful in confirming the prepaid Advance Pay accounts in which ****************** Is the account holder other than being linked to the account ending in ****, showing a balance of $0.00. ViaPath made several unsuccessful attempts via phone and email to contact ****************** to obtain the prepaid accounts for which she would like a refund and to validate the account holder's information to process a refund where applicable. ****************** is welcome to contact our Customer Service at ************ or send the information requested to the email address below with a date and time that would be best to contact her to resolve the request. As a one-time courtesy, ViaPath is willing to forego the Expired Funds policy updated in December 2022 to assist in resolving this matter in a timely manner.

ViaPath regrets the delay in processing the initial request for a refund, 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:08/15/2023
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 had put money on my daughter's account under my old phone number of ************* and my daughter never made a phone call from jail to me on this number. She recently tried to contact me on my new number that I had put in the system on the $10 that I still had on my account was not allowed to be used for this call they had it under the old phone number. I was told they could easily transfer the $10 from my old number to my new number of ************. The issue is they're asking for information that I do not have in order to do it. They want to know when the payment was made how much exactly was the payment from my card and when the last time I got a phone call from the jail from my daughter. All of my information is digital I have a prepaid card with a prepaid cell phone and no paperwork so they refuse to give me my money or transfer it to my new number so I can speak with my daughter and I don't have the money I'm on SSI. GTL is the phone system for ************ ****** Prison where my daughter is located *************************.
Business Response
Date: 08/21/2023
**. ******* ***** August 21, 2023
**** ***********
Columbus, 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 I had put money on my daughter's account under my old phone number of ************* and my daughter never made a phone call from jail to me on this number. She recently tried to contact me on my new number that I had put in the system on the $10 that I still had on my account was not allowed to be used for this call they had it under the old phone number. I was told they could easily transfer the $10 from my old number to my new number of ************. The issue is they're asking for information that I do not have to do it. They want to know when the payment was made, how much exactly was the payment from my card and when the last time I got a phone call from the jail from my daughter. All of my information is ********** have a prepaid card with a prepaid cell phone and no paperwork so they refuse to give me my money or transfer it to my new number so I can speak with my daughter, and I don't have the money I'm on SSI. GTL is the phone system for **************** Prison where my daughter is located **************************

Upon review of the complaint to address and resolve the concerns outlined, ViaPath reviewed and confirmed the Advance Pay account ending in **** with an available balance of $10.00. The request to transfer the available funds has been approved and the $10.00 balance attached to the Advance Pay account ending in **** has been successfully transferred to the new Advance Pay account ending in ****, as requested. Please note that a funds transfer is a one-time courtesy as a transfer is limited to one transfer in and out of an active Advance Pay account.

********************** 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
********************************************************
***************
Initial Complaint
Date:08/14/2023
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’ve been calling trying to see why am I unable to do phone video visit with my son and father from months now there’s no error on my end and I’m completely verify to the verification system and I’m still not able to get a video call in my son would like to see his dad face-to-face. I’ve called several times to the customer service center trying to resolve this problem and no help I’ve done everything I supposed to do on my end . I cannot get pass the part where it’s telling me to choose a way to visit in home or jail kiosk and I would like my son be able to do a video call with Dad
Business Response
Date: 08/29/2023
*** ****** ******* August 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 I’ve been calling trying to see why I am unable to do phone video visit with my son and father from months now there’s no error on my end and I’m completely verify to the verification system and I’m still not able to get a video call in my son would like to see his dad face-to-face. I’ve called several times to the customer service center trying to resolve this problem and no help I’ve done everything I supposed to do on my end. I cannot get past the part where it’s telling me to choose a way to visit home or jail kiosk and I would like my son to be able to do a video call with Dad.

Upon review of the complaint to address and resolve the concerns outlined, regarding being unable to video visit via ******* County IL. Currently, ViaPath does not offer video visitation services for this facility. Upon review of the active Friends and Family account ending in ****, *** ******* has contacted her loved one via the messaging service offered at this facility as recently as August 29, 2023.

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
Initial Complaint
Date:08/14/2023
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.
JULY 30TH 2023 PAYMENT GTL INMATE PHONE (TRUST)I Made a deposit of $200 on an inmate account who was then transferred from one location to another who had a remaining balance of $178 (#3) when they were transferred. I've requested refunds of remaining balance before without an issue. This time was different first intial request for refund was never processed and I was told remaining balance was $101 (#1)and that it would be refunded back to my card of purchase. Weeks went back and nothing so i called again and asked for a status update and they said the request was never processed and another request would need to be made for the funds of $22 (#2) but this time the inmate would need to be the one to request the refund and it would be issued by check in his name mailed to his address. Never once was i told of policy change nor does it state anywhere on website of said changes. Inmate is currently in custody with a release date past the timeframe they gave me.
Business Response
Date: 08/21/2023
**. ********************************************************************************************* August 21, 2023
**** *******************************
Holtville, 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 JULY 30TH 2023 PAYMENT GTL INMATE PHONE (TRUST) I Made a deposit of $200 on an inmate account who was then transferred from one location to another who had a remaining balance of $178 (#3) when they were transferred. I've requested refunds of remaining balance before without an issue. This time was different, the first initial request for a refund was never processed and I was told the remaining balance was $101 (#1) and that it would be refunded back to my card of purchase. Weeks went back and nothing so I called again and asked for a status update, and they said the request was never processed and another request would need to be made for the funds of $22 (#2)but this time the inmate would need to be the one to request the refund and it would be issued by check in his name mailed to his address. Never once was I told of policy change, nor does it state anywhere on website of said changes.Inmate is currently in custody with a release date past the timeframe they gave me.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath reviewed and confirmed the deposit for $200.00 processed on 07/29/23 to ************************* Trust/Commissary account was applied as intended. Please note that all deposits made to an inmates account are considered gifts and once the deposit is applied it becomes the property of the inmate ViaPath allows Friends and Family to request a refund for a released/transferred inmate, however, the refund check will be made out to the inmate and mailed to the released inmates address, once updated.****************, upon his release, can contact us at ************ to request a refund for the remaining balance on his account and to update his address for the refund to be sent. ViaPath is more than happy to refund any remaining balance linked to **. ******** Friends and Family account upon account verification by contacting the number listed above.

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
Customer Answer
Date: 08/21/2023
[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 deposit of $200 was not made to an inmate trust/commissary account. The deposit was made to use the tablet and to message commissary$ is. not made via your website. I received an refund from said inmates account before when he was transferred and deposit was made to the same account. i would like my refund in my name to my card that was used. The inmate has a release date 1/2027, Im not willing to accept this "resolution" and i would also like the remaining balance left on my account refund $50

Regards,

*****************************
Business Response
Date: 09/13/2023
**. ***************************************************************** September 13, 2023
**** *******************************
Holtville, 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 to reject our initial response citing that I am rejecting this response because: The deposit of $200 was not made to an inmate trust/commissary account. The deposit was made to use the tablet and to message commissary$ is. not made via your website. I received a refund from said inmates account before when he was transferred, and deposit was made to the same account. I would like my refund in my name to my card that was used. The inmate has a release date 1/2027, I'm not willing to accept this "resolution" and I would also like the remaining balance left on my account refunded $50.

Upon review of the complaint to address and resolve the concerns outlined, as stated, ViaPath reviewed and confirmed the deposit for $200.00 was processed on 07/29/23 to ************************* Inmate account and was applied as intended. The Inmate account is used to pay for secure wireless access to the Telmate tablet which includes internet access, games, messaging, and other entertainment services. Please note that all deposits made to an inmates account are considered gifts and once the deposit is applied it becomes the property of the inmate. ViaPath previously allowed Friends and Family to request a refund for a released/transferred inmate, however, this policy has been updated and now requires that the inmate upon his release, contact us at ************ to request a refund for the remaining balance on his account and to provide a valid address for the refund to be sent. ViaPath is more than happy to refund any remaining balance linked to **. ******** Friends and Family account upon account verification by contacting the number listed above.

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:08/14/2023
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.
My husband was not allowed to go to our video visits due to pod manteinance…The prison did not cancel the visit so I called GTL because like I have always had I ask for a refund and now they are saying that there is a new policy that they will not give you the refund when an inmate did not show up..and I have to call facility…of course facility does not know nothing and they told me to call GTL, they do not have a person that handles this things too..Refund is my right it’s not my fault pr my husband’s ..and I just had a refund for the same reason the day before…so they acting not professional. My visit that I did not have was last August 10 at 12pm
Business Response
Date: 08/22/2023
Ms. ********************************* August 22, 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 husband was not allowed to go to our video visits due to pod maintenance. The prison did not cancel the visit so I called GTL because like I have always had I ask for a refund and now they are saying that there is a new policy that they will not give you the refund when an inmate did not show up and I have to call facility…of course facility does not know nothing and they told me to call GTL, they do not have a person that handles this things too. Refund is my right its not my fault or my husbands and I just had a refund for the same reason the day before…so they are acting not professional. My visit that I did not have was last August 10 at 12pm.

Upon review of the complaint to address the concerns outlined, ViaPath confirmed the visit referenced was unsuccessful and a full refund has been issued back to the original method of payment as of 08/14/2023. Please allow 3-5 business days for the credit to appear.

Please note that going forward, when a visitor schedules and pays for the visit, the funds are placed in a holding status with the bank. If the visit gets cancelled (either by the facility or the visitor) prior to the visit or within 2 hours of the visit, the system will send the bank notification of the cancellation. The bank will then release the pending hold. The visitor will not see a credit on his/her bank statement. If the visitor looks at the date of the transaction through his/her bank statement, he/she will not see a debit from Vis Manager.

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 *** 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
Customer Answer
Date: 08/28/2023
[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,

*****************************

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