ComplaintsforCorrect Solutions Group

• Initial Complaint

  06/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Correct solutions made 2 accounts under my name in order to fix there error I was forced to send in my ID than am still told that I can't use the account because no one can fix it. The representative’s are rude and denied me to speak to a supervisor than hung up the phone after lying stating I threatened to put them in jail. I have the phone call recordings also. I want them fired because you don't treat people the way they done me. It's very unprofessional and makes it look like the representative’s are not properly trained for the job. Witch can also lead to some legal matters in the future if not nipped at the bud now.

  Business response

  06/21/2023

  This issue seemed to be resolved on the same day. After reviewing and listening to each call, I found that the customer did call in to activate her account, the representative explained that it was temporarily inactive due to our system showing 2 accounts under her name and they needed to merge the 2 accounts. And to do so, our procedure is to request a copy of an ID before we make changes to anyone's account. The customer seemed upset about having to do so, but then complied. This representative was not rude and was patient with the customer.
  On the next call, another representative assisted on this call and she did see her ID copy but was not able to merge the accounts because that duty falls on our Senior Reps/Supervisors and one was not available at that time but the rep did offer that it would be pushed through to a pending change for the next available Senior Rep/Supervisor to handle. This representative was not rude and was patient with the customer throughout the call, though she explained she couldn't do anymore for her situation and that there was not a Supervisor to pass her on to at the moment.  The customer made it clear that she was upset about the situation and said she'd "sue" the rep "individually and the company" which did fluster the rep who said the customer was harrassing her and then decided to end the call.
  On the next call later that evening, the customer was able to speak with another rep who was able to complete the merge and activate her account, enabling her to use/deposit into her account again.
  We can address the call with that second representative to discuss how to better handle situations like this, however I do know that the rep did all that she had access to do to help the customer's situation.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is the most irresponsible company I have ever dealt with.. Blocked my account with them after using them for about 3 to 5 years. There system ASKED me to update my number after I received a new phone carrier and my address that's related with my debit card was change because I moved. So I did that. Once I did that my account was blocked by csgpay.com because of fraudulent behavior on my account. I called them and explained what happened and they acknowledged there system does this.. But since I updated my account online and not over the phone with them. In blocked out . Until I show proof of address, proof of income, proof of who of am.. And that's a violation of contract to me

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/06/14) */ Our customer profile policy is that there needs to be one profile per customer. In our system we saw that this customer had 2 profiles created... the original and then the customer created a new one with the new phone number and new address. And once the customer called in to us, we noticed that there were two and we simply need to merge the two so that the customer has just the one profile with the most updated information. To do this, we do ask that the customer send in documentation that simply shows their name tied to their new number and to their address. We have this policy in place so that we don't just let anyone call in and make random changes to anyone else's account/profiles. Once this documentation is sent in, we can then merge & activate the customer's profile and the customer can continue using this profile to make deposits. We are happy to help make this happen as quickly as possible, but do also need to follow the procedures in place. We apologize for the inconvenience it has caused and hope to resolve this for the customer soon.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have love one that's locked up and the Facility uses correct Solution phone service. I called this morning on March 7, 2022 and I asked can they return the money they took off the phone even though it's been 180 days I fill like they Shouldn't take our money due to the economy and the cost that we have to provide for our love ones That's incarcerated.

  Business response

  04/18/2022

  Business Response /* (1000, 8, 2022/03/23) */ We do have a set Refund Policy in place. We can provide the customer a refund of any remaining funds on their prepaid collect account (once verified that they are the account owner). For prepaid collect accounts, any unused balance of accounts with no activity (activity = phone calls) will expire 180 days from the date of the last call made to that account number. Looking at this particular customer's account - the account expiration/depletion occurred on 2/3/22 due to no activity since last call on 6/9/21. The customer could have requested a refund at any point in that 6+ month time period. Consumer Response /* (3000, 10, 2022/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's sad that they change a certain amount to deposit the money and if you don't use it they take it and pocket it..they don't know if they where on lockdown or sick but they can just take your money.. Life is hard enough in the outside world but being Incarcerated is another everything they have to purchase in there is double. They really need to take into Consideration and some else money. Business Response /* (4000, 12, 2022/03/25) */ Our company provides phone services to correctional facilities, and phone deposit services to the public. When the public makes a transaction to add funds to a phone account, it is similar to purchasing a product. And with this product, it's normally used via phone calls made by the inmate. Anything remaining on the account can be refunded if no longer needed. But there also is an expiration date, just as with other products like some giftcards or prepaid cards. All this to say, our company follows the policies and procedures we have in place, as would most companies. Additionally, we do care about our customers and hope to provide services that allow them to stay connected with their family/friends who are incarcerated.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife made a account from for her while I was in Grayson County so my number and everything was already on one of their websites when I get out of TTC my wife has to go turn herself in so she can go take Well I didn't know the password or anything to her site and I don't have any of her information license or anything like that so I try to make me one and I messed up on the address cuz it did not match my credit card so I call the company that figured they'd help well he told me there was nothing they could do to just go make another one put a fake number down and put it on a different phone so I do that and it works for about 3 or 4 days then today I can't get it to put money on my wife's phone so I called him and the sleigh answers extremely rude I try to explain myself and a cam responsible way all she does is keep cutting me off and I try to explain to her I don't have that kind of information to give them and she gets madder and then when she goes will you just need to get your license and the phone bill so we can just close these other accounts I said ma'am I cannot get that I just got out of PVC I don't have the money to go get my license she told me I need to get off my lazy **** and take my **** **** to go get a license but she used other language so I asked to speak to a supervisor she denied me that and hung up then I tried to call back so I could speak to a supervisor to try to get help she picks up the phone again and says it's **** ******* you need to stop calling so my uncle tries to call and she was extremely rude to him two would not let him speak kept yelling at him saying she was the only supervisor the head boss of this company which I highly doubt it because when I asked to speak to her supervisor she tried you connect me to 1 but she refused I just don't understand how this could be a responsible business one more pain so much money to talk to our loved ones and all they want to do is deny us

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/11/24) */ The calls were listened to, the first call the representative did provide the accurate information necessary. The second call, the representative did follow protocol however did come across strong/rude however the rep did not use crude language. The situation could have been handled better, I think there was some misunderstanding. I will have one of our call center admins give Mr. ******* a call right away to get this cleared up and set things straight with his account so that he can continue to make payments for phone calls.

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