ComplaintsforJpay LLC
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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
***Please See Attachment***Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
***See Attachment***Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Videograms on the Jpay tablet service at ***** DOC, ******************* (ISCC). Tablet was received October 2023. June 2024 my mother sent me videograms. In the process of downloading those grams off the kiosk onto my tablet, JPay app froze. When tried again the videogram app said no videograms or data is corrupted.I filed a complaint with IDOC and Jpay internal support ticket. The response was that I have to do a factory reset to fix the issue and if that does not work then I have to buy a new tablet, they will not replace it. Further, when I told them that I did not think it was fair that I have to reset it or buy a new tablet and I will lose data, they refused to do anything else pretending that they do not understand what the complaint is now.This amounts to extortion and it is happening to other inmates in this facility. The network, the application, and the software are all Jpay's. The videogram has to be shot with JPay's app on my mother's phone before it is sent to me, So even that is their software. She paid $0.80 per videogram to mail it to me.These grams were sent from other states and amounts to federal claims, and state claims, of misrepresentations; strict liability; negligence; and breach of contract. They present the service as the reason to have the tablet and then when their own services break the software they say buy a new tablet and/or lose data. The tablet itself is not broke ONLY the video grams not working.This indicated that a critical update should be issued. The few updates after I synced. It did nothing to fix the app. Then they begin to respond with things that had nothing to do with why I cannot load videograms onto my tablet This is a monopoly that is taking advantage of a captive audience and doing nothing to correct the problems that they know exist. Who knows how many men this has affected and deprived of the services that the company offers and advertises, accepting money every day for it.Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had been using Jpay for years. Then around the middle of May 2024 it started giving an error code when trying to add money to my partners inmate account. I have followed their instructions to email about the problem. Even attached screen shots etc. I have called numerous times ( very hard to reach through automated phone system ) each time Im told something different as to what the issue is. But no resolution. In June after a desperate email to customer support I was able to add money one time then back to the same error codesInitial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a new tablet from JPay for $110.50 on February ******* for my husband who is currently incarcerated at **************************** (******). On 3/20/24 a report was made in regards issues with the tablets phone app and battery not working properly. On 6/26/24 a new tablet was received however, unable to use properly due to wrong or unmatched serial number and a report was submitted again for those issues . On 7/17/24 another tablet was provided with the same issues reported and no resolve. The devices that are being provided all have issues and the reports are being made per the site however no true resolution. We are requesting assistance for an immediate resolve with a device that works properly. Thank you kindlyCustomer response
07/24/2024
I forgot to include his name ***************************** DC#****** to assist with the request that was made for a replacement tablet that works and can be tracked Thank you kindlyInitial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
***Please See Attachment**Initial Complaint
07/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 7/15/24 Engaged in a transaction on JPay.com to send money to an inmate in a correctional facility- Transaction #*********. At no time was, I made aware that this transaction on my Barclays MasterCard would be charged to my account as a cash advance transaction. There is no reason that this should occur as I use this card thousands of times per year, and it is regularly excepted. Also, I have never engaged in a cash advance on my credit card, nor would I. In this case, I was sending $20, which I knew would incur a transaction fee of $2.95, which is reasonable. Obviously this should cover any fee incurred by JPay, LLC For providing their service. Obviously, I was not only charged the $2.95, but I also incurred the $10 fee, which brought the total fees to send $20 up to $12.95, which is absolutely ridiculous. No one in their right mind would pay A 65% fee to send money anywhere. I am asking for this transaction to be reprocessed as a credit transaction and not a cash advance. Further, I suspect that this company, JPay LLC Is likely taking advantage of unsophisticated customers by allowing a transaction to be posted as a charge. This way they would be allowed to collect the entire $2.95 for every single transaction, regardless of whether the Credit card company would have allowed the transaction to be posted as a credit transaction. Meanwhile the unsuspecting customer Is left paying an exorbitant fee, while this company takes advantage of them. It is these types of companies who pray on the unsuspecting and uninformed that give good companies a bad name.Initial Complaint
07/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My songs on my tablet were erased without my permission. I want my money returned for the music I ordered, or that they return the songs to my tablet that they erased. They told me I have to have the date I bought each song, when they're the ones who should have that information, since I purchased it from them.Initial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
***Please See Attachment***Initial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
****Please See Attachment***
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Customer Complaints Summary
1,116 total complaints in the last 3 years.
214 complaints closed in the last 12 months.