ComplaintsforJpay LLC

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am trying to send funds to an incarcerated person and this company is giving me the runaround on accepting my credit card.It is a **** card through my bank.Community bank in *****,n.y.They tell me ***** hours and my card will be accepted.This time frame has come and gone several times.Still rejecting my payments.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Jpay is a service used to be in contact with loved ones who are incarcerated. Well they have always had ridiculous prices but now they are charging almost double to use the service. The inflation is ridiculous and it shouldn't be that much. The majority of the customers that use the service are poor families that are just trying to keep in contact with their husbands/wives/children and etc. The prices of the stamps we use to send an email is ridiculous. I honestly believe we shouldn't even have to pay to send an email to someone. But I was Okay paying the price of $10.00 for 60 stamps. But $18.00 is ridiculous.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  December 14th 2021 a player was purchased by inmate ****** in which jpay policy is you will receive device in 30 to 45 days .the order number (******) was not received until March 17th of 2022 and when I received the device it would not sync to my jpay account. A complaint was filed using jpay support tickets on March 17th same day the player was received. The outcome of the support ticket was that I needed to purchase another player jpay warranty policy on my purchase was supposed to be 90 day warranty and they are saying that my player is out of warranty and I need to purchase another device .from the date of March 17th when I received my player should have been the date when my warranty started so how is it out of date please send me a replacement device for the player that will not link to my account

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hi, my name is ***********************. I am currently incarcerated inside the **********************************. I have purchased issues from this publication vendor (BBO magazine). This is an adult all **** magazine service vendor business. This publisher vendor sells a specific line of magazines titled (ATM magazine) where they have ATM issues 1, 2, 3, 4, 5, ATM Latina 1, 2 ATM Paws 1 ..... each issue cost $14.99 plus $5.00 shipping and handling. They offer a deal "order 3 or more magazines shipping and handling is free.Now I&#**;ve purchased each of these issues I listed and received them, but in December of 2020, I sent this company $20 to pre-order the next issue to be sold. After 6 months went by and not receiving anything, I wrote the company and asked about the ordering updates. The director of communications, Mrs. ************************** wrote me back on Jpay.com (an email service that allows inmates to communicate with family and friends via emails) and she told me they had received my money and I was on the pre-order list. After some time went by I sent $40 in June 2021 for 2 more pre-orders, so now I&#**;m thinking I should receive 3 ATM issues, but to this date I never received any new issues. I&#**;ve written this company over 5 time s asking about this issue and have not gotten a response, update or refund. I then sent our business office (which handles any money coming in or out of our accounts) a letter asking them to do a check update on the check that was sent to this company and the office said they couldn&#**;t go back to 2020 but they sent me an update of the $40 I sent in 2021. Enclosed is the response the business office sent me. I then had my friend try contacting them via telephone and never can get through to anybody, phone always goes to voicemail and they don&#**;t respond back to emails on their website. I&#**;ve written all the contact information I have for them below. At this point, I don&#**;t know what I can do to receive a refund of what I purchased. Do I have any options? Can you out what&#**;s going on? I also know I&#**;m not the only person going through these same issues with this company. Any insight would be truly helpful.P.S. I know this is kind of out of the scope of things you guys do and even more weird that this is an adult magazine company. I can imagine you guys don&#**;t receive too many complaints about things such as this. I just hat the fact that a company can and will try to get over on guys just because we are incarcerated and they believe nobody cares or will check in to things you know? If you can&#**;t do anything for me then I appreciate your time.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have sent my wife money using jpay, the money sent was used by my wife to order a tablet which cost over a hundred dollars, it is the second time I sent her money to purchase a tablet. The first tablet had issues whereby defeated the objective of buying the tablet in the first place, the company was notified and agreed to replace the tablet which they never did so I sent more money to purchase another one all together; that was over 4 months ago. Every time I contact jpay I am given a different reason for why the original tablet has not been replaced to being told the cost of the tablet was reimbursed, and even told the tablet was sent but that the institution may be withholding it. When I contact the institution they inform me that jpay never sends ordered tablets after family orders them but waits fr multiple orders before and sends them on a crate. So I just ordered another over 4 months ago but continue to get any number of amount of explanations or reasons why the new tablet was sent out. I am so sick and tired of feeling like I'm being ripped off by a company who purports to be offering services for money for families to have communication with their incarcerated loved ones. If you go online you will see that there are hundreds of people who are having the same problem with this company. It's my understanding also that jpay is on the verge of going out of bisness but still accepts money for services by family of incarcerated loved ones. Please help me get my money back.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I'm writing on behalf of my daughter, *********************** (#******), who is incarcerated in ******* at the above address and has been having ongoing issues with JPay which provides money transfers and tablets for the inmates' use. Her problem is with her tablet and she has tried several times to get them resolved. Her email won't work; movies she has downloaded at her expense have been deleted; and now she can't download anything at all. She has complained at least three times, once on 3/24 (ticket # CCI*********) and another on 4/2 (ticket #CCI-02130599). The responses have been unhelpful to say the least and were not appropriate to the problem reported. They just did not fix the problem. Actions she was asked to take she was unable to do since the tablet was not responding. JPay actually made things worse to the point where the tablet is basically useless. (She asked me to respond since her tablet, as I stated, can not send emails).Thank you. *********************

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Jpay is a company that provides media tablets to inmates incarcerated around the **. I was incarcerated in ******** and received one of their players. When an inmate is released, the tablet becomes unusable, and all the data is permanently locked. This includes music, pictures, emails etc... I only care about my emails. I was typing novels with my thumbs and emailing them to family. But when you are released, Jpay automatically erases/cuts off your family's access to those emails the same day they let you go. The only way to unlock your tablet is to send it to the facility in *****, and they claim they will return it to you in 45 business days. My tablet was delivered in ***** on January 14th. ***** Tracking # **** **** **** 2012 **** 50) and not only has it not been returned to me yet, the company will not respond to my emails and it is literally impossible to speak to anyone on the phone. This is far from the first time I have had problems with this company, but it's the first time I've been free when it happened. I just want access to my own writing, and it seems like the only way that will happen is if they unlock my JP5 and return it to me.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My loved one purchased a new JPAY tablet from LSP facility in November of 2021. Once received, it never actually worked. After many ticket submissions and waiting the 14+days to get a response (useless responses) nothing was resolved. Finally, my loved one came across a JPAY rep and a new replacement tablet was ordered back in January of 2022. Now, in April we are still awaiting a tablet of which we were told it would take up to 60 days from January. Tried calling with no one who can provide any valid information other than a tracking number that does not exist. This company in my opinion takes advantage of individuals who are incarcerated along with their loved ones. This is also the only provider of any type of communication to those incarcerated in *********. The tablet costs over $100 of which was paid in November of 2021 and still without a tablet.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I want to file a formal customer service complaint regarding **********************, their call center supervisor named "DJ" and his refusal to deescalate my phone call on 3/22/22. I called and spoke with a customer service representative on 3/14/22 regarding video grams I sent my loved one on 3/9/22 and 3/11/22 that he did not received. I was told by that representative the procedure is, if video grams are not processed by the timeframe of 6 business days, at the customers request Jpay will contact the facility after 6 business days if the video grams are not received. She also spoke to a supervisor who said they would contact the facility regarding my concerns. After that phone call my video from 3/9/22 was released but, as of today my loved has not received the video grams sent on 3/11/22. I called back on 3/22/22 which was 7 business days as the previous customers service rep suggested and was told by a second representative that the first representative I spoke to did not know what she was talking about, that there is not a procedure/rule that Jpay has for video grams and pictures that are not received in a timely manner, and that it could take weeks or months for them to be processed, she stated its possible the video grams or pictures could never be released, they could be rejected and the facility may or may not notify me. She also stated second I should not have received a refund of stamps I was given in the past for an incident similar to this one, that I was given incorrect information. I asked to speak to the supervisor I was told he refused to take the call. I ask what was the supervisor's role when dealing with an irate customer as the representative stated he does not take customer complaints which is absurd. I asked for the supervisors manager and was told he did not have one. The level of customer service I was given was beyond poor. JPay sells a service that they do not always provide to the customer, but they receive our payment! This is unfair and must stop

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ***Please See Attachment***

  Customer response

  01/04/2023

  ***Consumer Response***

  ***See Attactment***
  

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