Complaints

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• Initial Complaint

  Date:06/01/2023

  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.

  How can I get a refund?The police station said to contact you AAAAA Task No.77693 Task Date: 5/30/2023 2:02:51 PM ID: ********* Fuil Name: ************************ Inmate Deposits Deposit Type: Cash Amount Entered:$40.00 Fee ($3.00)Resident Deposit: $37.00 ANAAAAAAAA ************************* Thanks in advance *************************** ****************

  Business Response

  Date: 06/02/2023

  We are a software company that provides inmate accounting software for jails and prisons as well as a public-facing website for sending money and care packages to inmates. The Lincoln County (**) jail the complainant's inmate was incarcerated in uses our inmate accounting software and also participates in our public-facing website for sending money and care packages to inmates. We also provide the application that runs on the jail's lobby deposit kiosk.

  The complainant deposited $37 in cash tender using the lobby kiosk at the facility on 5/30/2023, as the complainant's picture (BA8D1A80-1F08-4C61-ADB1-B56552793DF9.jpeg) of her receipt shows. The jail applied $7 of the complainant's deposit to the inmate's "intake kit" debt and the remaining $30 was placed in the inmate's normal personal account. The inmate was released from the jail later that same day (5/30/2023), but the jail failed to issue the inmate's money to him upon release. As it stands, the inmate is currently marked released in the inmate accounting system at the jail and has a positive account balance of $30.

  The correct thing to do in this scenario is for the inmate to request his release money from the jail. It is not standard operating procedure at any jail or prison for inmates' family members to attempt to get money they deposited back. That money legally belongs to former Lincoln County jail inmate *********************** (197622883).

  If the complainant wishes to request a refund, she would need to do that with Lincoln County Jail directly. She was apparently given bad information from the jail, as she says "the police station said to contact [**]." While we provide the software for the deposit kiosk she used to deposit the money, we do not own that machine, service it, or have any other responsibility for it in any way. The company that owns and services that deposit kiosk is:

  City Tele Coin - citytelecoin.com

  City Tele Coin is the jail's inmate phone provider, commissary service provider, and inmate accounting system provider. City Tele Coin is our customer, as it uses our software to service Lincoln County jail.

  If anybody can refund the complainant it would have to be Lincoln County jail or City Tele Coin. However, as previously stated, this is highly unusual. The proper course of action is for the inmate to request the remaining balance from the jail directly. We don't even know if it would be legal for the jail or City Tele Coin to issue the inmate's account balance to anybody except the inmate.

  Some of the confusion here could stem from the fact that our website URL, *********************, is printed at the bottom of the complainant's receipt. This is merely included on the receipt as a notice to in-person kiosk depositors that there is an option to deposit online as well. But like we said, we don't play a role in cash deposits placed through the lobby kiosk in any way other than the fact that the deposit kiosk software application is provided by **.

  We will send this message to the complainant directly. Hopefully she does the right thing and withdraws this complaint.