Complain about a product or service

Global Tel*Link

Mildred of Ridgewood, NY November 14, 2009

I am writing this letter in regards to a company called Global Tele Link. These is a phone Company That State wide Correctional Facilities use for Inmates to call home and speak to loved ones. Here is my complaint they are very misleading and they don’t show the fine print of what happens when you missed payment on a bill. My landlord is doing major construction in my apt building mailboxes etc. I realized I didn’t receive my GTL bill what did remind was when I went to see my son and he expressed this phone call restriction. Well I called GTL and the operator told me I did not pay two invoices

I then explained the situation that I did not receive them and to please send me copies of the late bills. The operator told if I pay the Sept invoice of 41.00. I will have collect calls restored to my phone well I did and I western union it, as I would like to receive the calls from my son as he a very important part of my life and I am concerned with his health in regards to his seizures. Well western union went through then the start of the week I called them and they said I now owe for Oct which is a small amount of 33.00 plus 4 calls from Nov 2009 which in total bill 55.00. I explained that the GTL Operator said calls would go back on after I pay the invoice due after 30 days (41.00)

Well now I got the run around and a big disappointment cause now I was being told, I have to pay the whole thing and then you can only receive 4 calls. Mind you I was receiving 11 Calls I asked them why did they take away the extra calls and they said, “Because you failed to pay two invoices. I asked when will my calls go back on and he told me Dec. 2009 I am so upset with the lies and misleading information of this Collect call service. I need my Collect calls on now like they told me, not in Dec but now in Nov., as I would like to know if my son is doing ok. I am very concerned about the misleading information and the restriction of my calls.

I would like for you to investigate what are their policies, as I don’t have any information that came in a packet from Global Tele Link. All I know are you set up a Collect call account by sending a 50.00 to their Company by western Union. They have my home phone Number and also my cell number they could have contacted me via email or phone when they did not get a payment in September 2009. I feel they are lying to me and they never mailed out these invoices cause I never got them, I only now got the copies. I need help in this company and there non-published policies on there website of any literature about the company Policy. I then Thank you for your time in looking into this matter about this company and hope you will find them at fault in this matter, as my son who is the one who is suffering by not being able to communicate to me by phone.

Mrs. of New York, NY October 22, 2009

As a current customer of Global Tel Link I am very disatisfied with how they handle businees as they are part of a connecting system that many used to reach thier loved ones by. Thier rates are much lower than what MCI was but the service goes along with the rates- There were many times that I had to check, recheck and triple check in a single day after speaking to rep after rep after rep to make that what I needed done to my account was correct.

The managers are just as imcompetent as the workers. When i did ask to speak with a supervisor i had to demand not to get a voicemail which is what i would usually get. They quickly take your money but they slowly provide you the service that you need.

LAURIE of PROVIDENCE FORGE, VA October 15, 2009

I was advised that I could no longer have calls billed to my Verizon account for calls made from a correctional facility from my son. I was told that I had exceeded my limit. Regardless of the fact that my bill was paid in full and they have nothing in writing that advises you that you are restricted to a certain limit. After being unable to get my point across I was told she would transfer me to the escalation department to speak to with someone there and after a 8 to 10 minute hold a voicemail came on that said no one was available to take my call, please leave a message. I think it is a disgrace that this company has control over the calls from correctional facilities and no compassion for the families that need to hear from their loved ones. There needs to be an alternate company to handle these calls.

Erica of Spokane Valley, WA September 21, 2009

Over a dozen times and ten different people have told me do many different policies and procedures. This last one really tops the cake. According to the customer service department I can only pay my bill with a credit card thats billing address matches the address on the phone bill that I had to submit to open the account in the first place. Since my bank uses my po box address for my protection and the phone bill Global Tel Link insisted on says my home address they wouldn't allow me to pay my bill. Apparently the only way I can pay my bill is with a credit card that matches my Global Tel Link info. exactly.

So this doesn't allow anyone else like my family or friends to pay my bill or in my case myself!! I think this is just another GTL policy that's meant to screw us consumers over!! It's so unfair that they are the only company there is and I have to go thru them to talk to my loved ones. The lady actually said "well if you dont want to talk to him (my loved one) then close your account with us!" How dare they manipulate the system and force us to do business with them in order to talk to our loved ones! It feels like this should be against a law! I am forced to pay these outrageous fees because they say my bill is late when I tried to pay over the phone and they wouldn't let me, I was forced to mail my payment off and pay fees on top of not being able to recive my calls.

CAROLE of FISHKILL, NY September 18, 2009

I was advised that I could no longer have calls billed to my Verizon account for calls made from a correctional facility from my son. I was told that I had exceeded my limit. Regardless of the fact that my bill was paid in full and they have nothing in writing that advises you that you are restricted to a certain limit.

After being unable to get my point across because Crystal (the representative) was rude and continued to talk each time I began to speak I was asked if I wanted to speak to a supervisor and after 8 min. holding was given a voicemail that told me no one was available to take my call, please leave a message.

I think it is a disgrace that this company has control over the calls from correctional facilities and no compassion for the families that need to hear from their loved ones. There needs to be an alternate company to handle these calls, as I just paid over 500 to these people.

MANUEL of ELKTON, MD August 3, 2009

At the beginning of Jun 2009, I changed my phone provider for my house, I requested keep the same phone number as before, when I signed the contract I asked the guy if I have to call Verizon to cancel my contract with Verizon, and Jamal told me that Globalink will take care about cancellation, but Globalink couldnt port my number, but they start charging me since the date I signed the contract. But I didnt use their service, even I am still dont using the that services.

Since I feel treated, for Globalink, I requested cancelation, but they obligated me pay a cancelation fee. Before I requested cancelation, I asked a Globalink, the credit fro the month of Jun, because I didnt use that service the date or parting the phone from Verizon to Globalink was on July 27th

MONICA of DURHAM, NC August 1, 2009

I had a block put on my phone from this company on June 28-2009 spoke with a rep and was told I had to prepaid for calls did so and still being charge for my calls The rep I spoke with on the 29 of June told me that I had to perpaid Now the reps are telling me that the line wasn't blocked until the 13 of July but when the calls tried to come through I was given the number to call for prepay Now even on the 13 of June I got calls on my bill from this company and I was told by these reps I didn't want to accept what the fact I have a bill when at the same time I have paid a 700 bill within a three month period.

Pat of Tylertown, MS July 22, 2009

Because we don't have a choice what phone company we use to call our loves ones that are incarcerated, we are taken advantage of. I understand Globel Tel wants to make a profit and a huge profit they do make. The prices should be against the law. Something should be done about it.

Denise of Detroit, TX July 17, 2009

I finally got my phone company to let us allow collect calls after my husband got incarcerated. Global tel link told me it would take 3-5 days for it to showup in there system. its been 3 weeks now and there saying its still not showing up. this is some bull crap. and now the last 3 times ive called them, they've put me on a call back list. they call me back, but they hang up as soon as i answer the phone.

Sarah of Bombay, NY June 18, 2009

I set up an account with this company to receive calls from my significant other, who is in a correctional facility. For an initial charge of 50 on my credit card, I was told I would be allowed 6 calls per month; however, after only one call I was "blocked" from receiving more calls and was told I needed to pay another 25 to receive the other 5 calls for the month, which I did. I was told that after two months of timely paid bills, the call limit would increase by 5 calls to 11 calls.

However, two months elapsed in which I still had credit from the 75 initial payment, and I was told the call limit would not increase until I owed them money and had paid two bills on time after that. At that point I cancelled my account, and switched my long distance carrier to Verizon. Global Tel Link is supposed to now connect my calls and bill Verizon, which they are refusing to do. I call them every day, and each day get a new story as to why they will not do this. One day I am told they will not bill Verizon and I will have to re-open my account with Global Tel Link.

The next day I am told that the phone line is "clear" and I should be able to receive calls. My phone is still blocked by them and I am still calling every day. I have never dealt with such poor customer service and I feel that their business practices are questionable, at best.

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