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:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have emailed several times about my loved one being brought over for video visit. I wanna say that my last 4 out of 6 videos he was not brought over. Which is something I have already brought to the attention of the prison for their fault on this matter. How can you contact a company when you get no response by phone or email. You can never reach anyone on the phone and they never email back. My husband has no family in the state he is in. I'm in a different state. So during the week between our 2 hour in person visit , video visits helps make time go by faster. Most of the time the service is messing.up and here lately the jail has disrespectful liars not bringing inmates over for video. Therefore us families who buy these visits but lose out cause of officers not wanting to do their jobs or just be racists towards certain inmates which isn't right but we work for our money but no one seems to care.

  Business Response

  Date: 08/14/2023

  **. ********************************************************** August 14, 2023
  P.O.Box ***
  Holden,WV*****
  **************
  Email: ************************
  
  c/o Metro Washington DC & Eastern Pennsylvania
  
  RE:*********************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I have emailed several times about my loved one being brought over for a video visit. I want to say that he was not brought over in my last 4 out of 6 videos is something I have already brought to the attention of the prison for their fault on this matter. How can you contact a company when you get no response by phone or email? You can never reach anyone on the phone, and they never email back. My husband has no family in the state he is in. I'm in a different state. So, during the week between our 2 hours in-person visit, video visits help make time go by faster. Most of the time the service is messing up and here lately the jail has disrespectful liars not bringing inmates over for video. Therefore, we families who buy these visits lose out the cause of officers not wanting to do their jobs or just being racist towards certain inmates which isn't right, but we work for our money, but no one seems to care. 
  
  Upon review of the complaint to address and resolve the concerns outlined, ViaPath attempted to review previously scheduled video visits via our application but because there were no exact dates and times of unsuccessful visits, we were unable to confirm which visits should be reviewed for credit/refund where applicable. Please note that if the facility cancels a visit for any reason,the paid visit will automatically be refunded. Going forward should this matter continue, please be sure to add the date and time of the visit as well as the inmates' name and I.D. number to assist us in reviewing and resolving the matter at hand in a timely manner. Please note that ViaPath is the facilitator of the application used to set up and pay for a visit, however, the facility is responsible for ensuring the inmate is available at the time of the scheduled visit.
  
  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: 08/24/2023

  Here are the dates of the videos where he wasn't brought over and I emailed via path after each video that was missed telling them I was supposed to just had video and he wasnt brought over.

  august 9 2023 was 2 visits  hour

  august 1 2023  20 minute

  July 28 20 minute  video

  july 3 2023 hour 

  June 29 2022 2 20 minute videos

  june 27 hour video 

  Business Response

  Date: 09/14/2023

  *** ***** ******                                               September
  14, 2023
  P.O.
  Box ***
  Holden,
  WV*****
  ###-###-####
  Email: **************@*****.com
  
  c/o
  BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:
  ***** ****** Complaint ID# ********
  
  This
  letter serves as a response to the complaint listed above.
  
  Consumer
  ***** ****** contacted The BBB of Metro Washington DC & Eastern
  Pennsylvania to reject our initial response citing the specific dates and times
  video visits were unsuccessful to be reviewed and refunded accordingly.
  June 27th, 2023
  June 29th, 2023 (2 visits)
  July 3rd, 2023
  July 28th, 2023
  August 1st, 2023
  August 9th, 2023 (2 visits)
  
  Upon
  reviewing the complaint and addressing the concerns outlined, ViaPath reviewed each
  of the scheduled video visits and confirmed refunds were warranted for the
  following video visits due to the video visit being unsuccessful. All refunds
  were credited back to the original method of payment ending in 8234. Please
  allow 3-5 business days for the refund to be received.
  June 27th, 2023- Visit #******-refunded $10.00.
  June 29th, 2023- Visit #******-refunded $4.00.
  June 29th, 2023- Visit #******-refunded $4.00.
  July 3rd, 2023- Visit #******-refunded $10.00.
  July 28th, 2023- Visit #******-refunded $4.00.
  August 1st, 2023- Visit #******-refunded $10.00.
  August 9th, 2023- Visit #******-customer no show-no refund.
  August 9th, 2023- Visit #******-customer no show-no refund.
  
  We
  regret *** ****** has not had a great experience
  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:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company will not refund my money. I put money on a pin debit on there app and inmate can’t access I put money on the 2 and third and still can’t be accessed. I requested a refund which is in my right cause I’m with in The 180 day grace period. They refused and inmate can’t access it.

  Business Response

  Date: 08/15/2023

  **************** *****                                      August 15, 2023
  *******************
  Dobson, NC *******
  **************
  Email: ************************  
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ****** ***** ********* 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 will not refund my money. I put money on a pin debit on their app and the inmate can’t access I put money on the 2 and third and still can’t be accessed. I requested a refund which is in my right because I’m within the 180-day grace period. They refused and the inmate can’t access it.
  
  Upon review of the specific complaint outlined, ViaPath reviewed several successful transactions made to the Pin Debit account which were never posted to the intended inmates account. In confirming this information, ViaPath removed the funds to be refunded via check to ************** at the address listed above. Due to the delay in processing the initial request, ViaPath has expedited the check refund to be delivered overnight via *** ************************ The tracking number is as follows: ******************.
  .
  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
  ********************************************************
  ***************
  

• Initial Complaint

  Date:08/06/2023

  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.

  Telmate/GTL Prison phone calls I was charged for services I didnt use in July $11.39 I disputed the 11.99 with my credit card company. telmate has since blocked me from communicating with my sons in prison. I have called telmate several times only to get something out of the Phillipines that dont understand english and very rude. Telmate says I have to make deposit thru ***** **** charged a fee of $6 plus to make a deposit of $20.00 and they are going to take the $11.39 out of the $20?? Doesnt make sense. I want a full refund of my $11.39 and the blocked to be removed. The agent dont keep record or notes about calls that come in to them. Very poor customer service This is not fair what this company is doin or even legal.

  Business Response

  Date: 08/15/2023

  *** ********* ******                                              August 15, 2023
  P.O.Box ****
  Akron, OH *****
  **************
  Email: *********************
  
  c/o 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 Telmate/GTL Prison phone calls I was charged for services I did not use in July $11.39 I disputed the 11.99 with my credit card company. Telmate has since blocked me from communicating with my sons in prison. I have called Telmate several times only to get something out of Philippines that do not understand English and is very rude. mate says I must make a deposit through ***** **** charged a fee of $6 plus to make a deposit of $20.00 and they are going to take the $11.39 out of the $20.00? Does not make sense. I want a full refund of my $11.39 and the block to be removed. The agent does not keep records or notes about calls that come into them. Extremely poor customer service This is not fair what this company is doing or even legal.
  
  Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed that the account associated with **************** has been cleared and the fraud flag/block has been removed from the account ending in **** as the disputed charge was paid in full. Please note that any formal dispute with your financial institution regarding a deposit made will result in a block being added to your account until the disputed amount has been repaid in full. Upon disputing the deposit for $11.99 Telmate/ViaPath is responsible for refunding the disputed charge to the financial institution connected to the original method of payment. These actions result in the accountholders account being blocked until the disputed charge is paid in full and therefore a refund is not warranted.
  
  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: 08/16/2023

  [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 do /did not owe these people anything no MONEY. What needs to done is for them to produce where I used the 11.99 that was to be refunded by one of there non fluent speaking ENGLISH reps.  The rates are already outrages and they want to take what is not owed to them.. All of this an attempt to deceive customers/family members... To resolve this I want proof when I used the 11.99   pull the call where the woman was to refund my money.  No the is not Acceptable.  Inform them to show a print out of the monies Ive used.
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/11/2023

  Ms. *******************September 11, 2023 
  P.O. Box **** 
  Akron, OH ***** 
  **************  
  Email: *********************  
  
  c/o 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 the initial response to the initial complaint citing that I do /did not owe these people anything no MONEY. What needs to done is for them to produce where I used the 11.99 that was to be refunded by one of their non fluent speaking ENGLISH reps. The rates are already outrages and they want to take what is not owed to them. All of this is an attempt to deceive customers/family members... To resolve this, I want proof when I used the 11.99   pull the call where the woman was to refund my money. No, this is not Acceptable. Inform them to show a printout of the monies I’ve used. 
  
  Upon review of the complaint to address and resolve the concerns outlined, as stated in our initial response, ViaPath confirmed that the account associated with **************** has been cleared and the fraud flag/block has been removed from the account ending in **** as the disputed charge was paid in full. ****************  disputed a transaction for $11.99 with her financial institution resulting in a block being added to her account until the disputed amount was repaid in full. Please note that when a formal dispute is filed, Telmate/ViaPath is responsible for refunding the disputed charge to the financial institution connected to the original method of payment. These actions result in the accountholder’s account being blocked until the disputed charge is paid in full and therefore a refund is not warranted. ViaPath did not imply that *** ****** used the funds of $11.99. *** ****** requested a refund/void of the transaction for which would take up to 30 business days to refund, during that time ViaPath received the formal dispute from the financial institution and were obligated to repay the disputed transaction, resulting in the account being blocked until the balance was recovered. 
  
  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: 09/18/2023

  [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:

  From: ******************************* <*********************>
  Date: Sat, Sep 16, 2023 at 9:30 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Hello  I do not agree with their response.... They havent produced evidence that I used 11.39 or 11.99 thats in question 
  

  I want valid proof that I used this money
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/03/2023

  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.

  In February of 2023 my son was incarcerated at ***** county for a short time and I paid to use phone service to stay in contact. He was released and we still had money. I was told if you request it back in allotted time you'd get what was left... I have $75 left on account. I have called and emailed atleast 10xs and get no where but the same response to call and I do and get no where. I think it is a scam to keep your money because they only give you so much time.

  Business Response

  Date: 08/10/2023

  **. *************************************** August 10, 2023
  ***** ****
  Westland, MI *****
  **************
  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 In February of 2023 my son was incarcerated at Wayne County for a short time, and I paid to use phone service to stay in contact. He was released and we still had money. I was told if you request it back in allotted time, you'd get what was left... I have $75 left on account. I have called and emailed at least 10xs and get nowhere but the same response to call and I do and get nowhere. I think it is a scam to keep your money because they only give you so much time.
  
  Upon review of the specific complaint outlined, ViaPath reviewed the prepaid account connected to the telephone number ending in **** to confirm a remaining balance of $75.41. As requested, the refund has been approved to be refunded back to the original method of payment ending in ****. Please allow 3-5 business days for the credit to appear.
  .
  We regret ************************ has not had a great experience in using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. 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: 08/11/2023

  [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:07/31/2023

  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 7-31-2023 and in the days leading up to it i have been having dropped calls , not from my provider as well .....please help! Thank you

  Business Response

  Date: 08/02/2023

  **************************;                                      August 2, 2023
  **************************
  Shepherd, MI *****
  **************
  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 7-31-2023 and in the days leading up to it I have been having dropped calls, not from my provider as well .... Please help! Thank you.
  
  Upon review of the complaint to address and resolve the concerns outlined, ViaPath reviewed and confirmed prepaid calls dating back from June 2023 until the present day have experienced random dropped/inaudible calls under 5 minutes.Considering these findings, ViaPath issued a credit of $5.00 to the prepaid Advance Pay account ending in **** for the inconvenience. This matter has also been escalated to our Technical Support team to investigate and rectify the interferences experienced. Should the issues continue, please be sure to note the date(s) and time(s) of the interferences to allow us to investigate any further instances.
  
  We regret **************** has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner, 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:07/29/2023

  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 used the getting out, telmate webpage to deposit an amount of $100 onto an inmates account. On the webpage I was only given one option after I created the account. However, when I initiated this process I did not see any links or options to deposit the money into the inmates commissary account. So when it charged me, I assumed that “inmates account.” Also meant phone + commissary. Which for the sake of practicality- is precisely how it should be handled. I was then informed that the phone account is separate. I called customer service twice and requested that I either be issued a refund or have the amount transferred from the inmates phone account to the commissary. I was told I could not receive a refund, nor could there be a transfer. Not anywhere on the terms and conditions or receipt does it say that moneys deposited are ineligible for a refund or transfer. I spoke with the inmate, he said that he can transfer funds from the commissary to his phone, but not the reverse. Again, this is impractical. I called the jail and they said that they have no one on staff who is familiar with the software. My complaint is this- I chose the website option that was available to me once I created the account. In choosing this option, my deposit was taken and placed in the incorrect account. This information should have been CLEARLY STATED. Any funds that can’t be refunded or transferred should be clearly stated once again. I attempted to email this precise wording to their email listed for such purposes and instead received a notification saying the email address was invalid and undeliverable.************************************************

  Business Response

  Date: 08/10/2023

  **************** ***                                                       August 10, 2023
  ********************
  Chadron, NE *****
  **************
  Email: *********************
  
  c/o Metro Washington DC & Eastern Pennsylvania
  
  RE:****** *** ********* 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 used the getting out, Telmate webpage to deposit an amount of $100 onto an inmates account. On the webpage I was only given one option after I created the account. However, when I initiated this process, I did not see any links or options to deposit the money into the inmates commissary account. So, when it charged me, I assumed that inmates account. Also meant phone + commissary. Which for the sake of practicality- is precisely how it should be handled. I was then informed that the phone account is separate. I called customer service twice and requested that I either be issued a refund or have the amount transferred from the inmates phone account to the commissary. I was told I could not receive a refund, nor could there be a transfer. Not anywhere on the terms and conditions or receipt does it say that moneys deposited are ineligible for a refund or transfer. I spoke with the inmate, he said that he can transfer funds from the commissary to his phone,but not the reverse. Again, this is impractical. I called the jail and they said that they have no one on staff who is familiar with the software. My complaint is this- I chose the website option that was available to me once I created the account. In choosing this option, my deposit was taken and placed in the incorrect account. This information should have been CLEARLY STATED. Any funds that cant be refunded or transferred should be clearly stated once again. I attempted to email this precise wording to their email listed for such purposes and instead received a notification saying the email address was invalid and undeliverable. ************************************************. 
  
  Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed a deposit of $100.00 processed to the inmate account, ****************************** on 07/2/2023. In creating the online account, depending on the facility chosen where the inmate is housed, in this case, **** County Oregon, three options are provided for available deposits. This information is reflected on our website, ***********************************.
  
  Inmate Account, where funds go into an Inmate’s account to pay for secure access to services that include phone, video visits, messaging, internet browsing, games, and other entertainment services, although they all may vary by facility.
  Friends and Family Account, funds are used to pay for services that are linked to your specific account, phone number or email. Services include phone, video visits, messaging and more.
  Trust/Commissary Accounts, funds made to this account enable Inmates to purchase items from the facility such as snacks, toiletries and other goods and services.
  
  Deposits made to an Inmates account are considered gifts and once the deposit is applied, the funds belong to the inmate, and we are unable to remove the funds as requested. However, please keep in mind that once the inmate is released, you can then request a refund, if the inmate did not request a refund of his remaining balance.
  
  *** ******* is showing in our system as released and the funds added to his account were depleted in its entirety prior to his release and in light of this information, a refund cannot be issued.
  
  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
  ********************************************************
  ***************
  

• Initial Complaint

  Date:07/28/2023

  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.

  My husband has an ConnectNetwork GTL account and his money has not been distributed properly into his account (commissary & phone)

  Business Response

  Date: 08/14/2023

  *** ***** ******                                                     August 14, 2023
  **** ********************************************
  Spartanburg, SC *****
  **************
  Email: ***********************
  
  c/o 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 has a ConnectNetwork GTL account, and his money has not been distributed properly into his account (commissary &phone).
  
  Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed that we accept Trust/Commissary deposits on behalf of ************** ***** Correctional, and upon acceptance of the deposit, the funds are added to the intended inmate account. ViaPath can only confirm a successful transaction and to whom the deposit was made, we have no visibility as to how the deposit may or may not be applied, considering there may or may not be restitution fees, etc. that may or may not apply to deposits. *** ****** did not provide specific details on which funds were not distributed properly. Going forward, ViaPath requires the date, amount of the deposit, and to whom it was intended including the service (trust/commissary/phone) to allow us to research and resolve in a timely manner. This information can be reported via our Customer Service phone number at ###-###-####, we are available 24/7.
  
  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:07/27/2023

  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 have been requesting a refund of 9.76 on a phone number on my account since 6/30/23. I requested it back to the original payment method. they have yet to comply.

  Business Response

  Date: 08/03/2023

  **************** *****                                                        August 3, 2023
  **********************
  Milton, FL *****
  **************
  Email: ********************
  
  c/o Metro Washington DC & Eastern Pennsylvania
  
  RE:*********************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I have been requesting a refund of 9.76 on a phone number on my account since 6/30/23. I requested it back to the original payment method. they have yet to comply. 
  
  Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed a refund was approved in the amount of $6.94, the remaining balance attached to the prepaid Advance Pay account ending in ****. The request was approved to be refunded back to the original method of payment ending in **** on 08/03/2023.Please allow 3-7 business days for the credit to appear. Please note going forward, that refund requests can take up to 30 business days to be approved and refunded.
  
  ViaPath regrets that ************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:07/26/2023

  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 am writing about the GTL company that is supposed to be providing services for us that have loved ones in the **** prisons.My major complaint is that they offer video visits and the offender has to make the video visit on their end and they don't work whatsoever. There are guys in my husband's unit that have no problem doing video visits but my husband can't video visit with me and it's not just me there are other people in the *************** that can't video visit either and in different prisons the offenders can't video visit either with their Loved Ones and when calling them GTL they lie to me everytime witch I have called 20 times and each customer service provider lies and they won't fix the problem because they don't see a problem when there is a problem because it's happening in every prison here in **** where some inmates can video visit home and there are inmates that can't video visit home they are not providing the services they say they do and they won't fix it because they see no problem. We already are away from our loved ones and just to see them like a FaceTime call is great for them and for their loved ones.They need to fix this problem please

  Business Response

  Date: 08/03/2023

  *** ******* ******                                   August 3, 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 that I am writing about the GTL company that is supposed to be providing services for us that have loved ones in the **** prisons. My major complaint is that they offer video visits, and the offender must make the video visit on their end, and they don't work whatsoever. There are guys in my husband's unit that have no problem doing video visits but my husband can't video visit with me and it's not just me there are other people in the *************** that can't video visit either and in different prisons the offenders can't video visit either with their Loved Ones and when calling them GTL they lie to me every time witch I have called 20 times and each customer service provider lies and they won't fix the problem because they don't see a problem when there is a problem because it's happening in every prison here in **** where some inmates can video visit home and there are inmates that can't video visit home they are not providing the services they say they do and they won't fix it because they see no problem. We already are away from our loved ones and just to see them like a FaceTime call is great for them and for their loved ones.They need to fix this problem please.
  
  Upon review of the complaint to address and resolve the concerns outlined, ViaPath successfully contacted **************** to advise her of our findings as we confirmed several inadvertently declined attempts by **************** to accept the video visit from **************. We advised her that she needed to load the video visit application, Go Visits, login, and have the application open when ************** is trying to visit with her as only, he can initiate the visit. 
  
  We regret **************** has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner, 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:07/18/2023

  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 created a “Friends and Family” account on the app (GTL Getting Out) to communicate with an incarcerated loved one through a tablet . Sending messages and photos cost money so I deposit $50 . I had $44.20 left in my account last time I logged on in November 2022. I logged in again in July 2023 and see a new policy that says money will be forfeited if account is inactive for more than 180 days. I never agreed to these terms nor did I receive an email notification about this new policy. After noticing that my money is gone I send 2 emails to Customer Service. The email says to verify account to receive my refund back so I do just that. Still I didn’t receive my refund so I called Customer Service to explain the situation. I also give them the opportunity to refund the money back to the account so I can use it on the app instead of returning said amount to my card. They said there is nothing they can do for me since I went over the 180 days. I mentioned never receiving a notice or agreeing to these terms however they deny my refund and rudely end the phone call without giving me more information on how to appeal decision.

  Business Response

  Date: 07/26/2023

  *******************************;                                                            July 26, 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 created a “Friends and Family” account on the app (GTL Getting Out) to communicate with an incarcerated loved one through a tablet. Sending messages and photos cost money so I deposited $50. I had $44.20 left in my account last time I logged on in November 2022. I logged in again in July 2023 and see a new policy that says money will be forfeited if the account is inactive for more than 180 days. I never agreed to these terms, nor did I receive an email notification about this new policy. After noticing that my money is gone, I sent 2 emails to Customer Service. The email says to verify account to receive my refund back, so I do just that. Still, I didn’t receive my refund, so I called Customer Service to explain the situation. I also give them the opportunity to refund the money back to the account so I can use it on the app instead of returning said amount to my card. They said there is nothing they can do for me since I went over the 180 days. I mentioned never receiving a notice or agreeing to these terms however they denied my refund and rudely ended the phone call without giving me more information on how to appeal the decision.
  
  Upon review of the specific complaint outlined, ViaPath reviewed the prepaid account ending in **** and confirmed the balance of $44.20 had expired due to no activity per the new Expired Funds Policy, effective December 28th, 2022. However, as a one-time courtesy and as requested, ViaPath reinstated the balance for use, which is now available.
  
  Please note, effective Dec 28, 2022: Please be advised, once created, your?Advance Pay account will become inactive?and is subject to forfeiture?after 180 consecutive days of inactivity or non-use unless such time is shorter or longer based on governing law or contract. If an account is used by the account holder at any point in the inactivity period, the inactivity period will be reset.?A refund can be obtained by calling customer service at?************. If your contact information is provided to ViaPath, and you opt-in to receiving a text and/or email reminder alert, you will receive a text and/or email of the scheduled expiration of your account no later than 30 days before the account expires. For more information, please visit our website at *******************************. 
  
  We regret *** ******* has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially, 
     
  ****** ********
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  ***************