ComplaintsforPay Tel Communications, Inc.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business refuses to fix connection issues-I have been trying on my own for about 5-6 weeks.

  

  Business response

  09/19/2024

  Dear Ms. ****************** for the frustration and inconvenience you've had using our services. The technicians made changes on how the calls were being dialed and also we advised you that your carrier may have placed a SPAM block due to the same number repeatedly calling you. After reviewing the attempts and continously working with our techicians, our records indicate that you have received three successful calls (9/12, 9/13 and 9/15) since this complaint was submitted to us. We are hoping this has resolved your issue and that you continue to receive the calls from your loved one without any issues.

  Please do not hesistate to reach out to us if you have additional concerns or questions.

  Best regards,

  **** *******

  Customer Relations Manager

  **********************

   

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Someone fraudulently tried to use my bank debit card to pay Pay Tel Communications. I called Pay Tel twice and both times they hung up on me while waiting to speak to someone about the complaint.

  

  Business response

  07/12/2024

  Dear ******************:

  Sorry for any frustration with this transaction attempted with Pay Tel.  After speaking with you today, we have determined that your card was attempted to be used on an account with ********************** with a party that you are familiar with. We have blocked the account to stop future attempts with your card with our company.
  

  Hopefully we have resolved your concern.

  Thank you.

  ***********************

  Customer Relations Manager
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They haven't resolved the problem they blocked my Patel account and others I made and linking my husband's aunts paytel with mine and they don't wanna do their jobs they just want money . This happened on 9/11/2023 from paytel communications inc

  

  Business response

  09/22/2023

  We apologize for any frustration for the customer and her account. After reviewing the accounts, the current account listed for phone number ********** is tied to the alternate account **********. Both accounts are listed with the same name and address. We have blocked both accounts due to an outstanding balance owing on account ********** for a dispute that the customer contacted her credit card company for. Due to the name and addresses matching on the accounts, we are unable to allow the calls until the balance has been paid.  We would be glad to allow the calls for the customer as soon as we can collect this outstanding balance.

  Thank you.

  Dawn K******

  
  

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paytel is a company that offers phone calls from jail. I have a prepaid account. I have moved from the original address they had in 2018 and they have locked my account because the people who now live at my old address owe them money. I have fixed all of my address info and they are taking the money from my prepaid account and putting it on someone else’s account. I did not authorize them to do so. I have a prepaid account. It was set up prepaid. I have paid in a store since last June for my service. I haven’t been able to use a card. They have taken my money and refuse to unblock my account. They do know the person who owes them money is not me. They are aware that that person has a different telephone number and everything. They have added my money to someone else’s account that is not me. This is the only service I can use to speak to my loved one from jail. I have no other way of contact with them. I have always prepaid. I set my account up years ago as a prepaid account which they know. I have several emails of them telling me that I am responsible for someone I don’t knows bill because I once lived at or used the address they have now. People move all the time and it’s prepaid. I do not receive any sort of bill or letters from paytel. They never stated I must change my address is I move. It isn’t listed anywhere as of today. I pay prepaid for a reason and they know it is not me who owes them money. I have to pay before I can ever accept a call. There is no way I can owe them money. I set up a prepaid account. ( I wasn’t aware I needed documentation so I’m trying to gather what I have on hand. I just have added money and they took what was left.)

  

  Business response

  07/08/2022

  Thank you for your inquiry Ms. ******. After researching our records with the Customer Relations Team, we have determined that your account is associated with six other accounts tied to chargebacks that have been received. The balances for these disputes between the accounts totals to over $400.00 for calls that were received and then the payments were disputed. These accounts are related with the same inmate, same address, and/or same credit/debit card.                       
  
  While reviewing the accounts, we determined that you are talking to the inmate on a new account. We monitored the calls between the called party (you) and inmate ******* ********. You tell the inmate that Pay Tel has blocked your account due to the connection between you and *****. ***** **** is the name on the account that you reference in the letter as living at the same address, but you said you had not lived there since 2018.
  
  As a gesture of good will, we are willing to write this balance off and allow you to receive the calls by prepaying and making payments using cash. We have several options to pay in cash, *** **** *** ******* ****** ** *********. We highly recommend using *** **** **, as the payment fee for this option is only $1.99 and less expensive to you if you used a credit/debit card for our $3.00 fee.
  
  In an industry that is rapidly changing and consolidating, Pay Tel offers the stability of 35 years of proven performance together with a team that values the individuals, clients, and communities we serve. We are proud to have the lowest rates in the inmate telecommunications business and the A+ rating with the BBB.
  
  We encourage you to visit our website to see our Mission Statement; To care for the needs of those impacted by incarceration, our clients, our employees, and the community in a way that honors God. We stand behind our mission statement and Core Values and we are willing to assist in any manner to resolve any confusion or concerns.

  We hope this will help you understand our position with your account and hope this will resolve your issue. Please feel free to contact me with any further questions or concerns.
  
  Sincerely,
  
  Dawn
  
  Dawn K******

  Pay Tel Communications, Inc.
  Service Driven, Tech Centered, People Focused
  Customer Relations Manager
  
  336-852-7419, ext. ***
  paytel.com

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