ComplaintsforEncartele
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Complaint Details
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Initial Complaint
05/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company constantly charges you for data and is only supposed to be the data you use but the calls constantly disconnect or have some kind of error and then take your data even without making them a call or disconnecting the call they also say you can do voice calling there's no voice calling option I've spoke to them and explained my experience with the data in the disconnections and they said that they were supposed to reimburse me and haven't reimbursed me for my data that's being used on calls that are constantly being disconnectedBusiness response
05/30/2023
** **** ****** ****** ***** ***** ** *** ******* *** ********** **** *** **** *** ********** ** ***** ****** ********* *** ** **** ** *** ****** ** *************************
I have had the opportunity to review Jasmine ******** account with Encartele, and wish to provide the following information in response to her inquiry.
Ms. ****** has submitted numerous service tickets to our company stating that calls are disconnected, and that she is being charged for data to make calls that disconnect. In every case, Ms. ****** has received a response letting her know the reason for disconnection which is generally due to an unstable Internet connection at the location from which she makes the call. It has been suggested to her that a more stable Internet connection must be utilized in order to complete the call. Ms. ****** has also been consistently informed that data is utilized only from the time the communication is initiated until the connection is ended. No data has been taken except for the actual time the call (video or voice) is connected through the Internet. There has been no data taken from her account for which a refund is due.
In the past thirty days, Ms. ****** has connected 302 calls. I have taken the time to review several of these calls, and frequently these calls do end abruptly because Ms. ****** or the inmate to whom she is visiting terminates the call. Ms. ****** has also attempted to purchase, or actually has purchase additional data 51 times on her account. She purchased data twice during a 24 your period yesterday (May 29, 2023).
Ms. ****** claims we do not offer a voice calling option. In fact, this option is available, and Ms. ****** has made voice calls.
Because Ms. ****** has not had data utilized, except for the time of actual communication connection, there is no refund due or to be made to her at this time.
I trust you will find the above responsive to Ms. ******** inquiry. If I may be of additional assistance or information to you, please let me know.
Initial Complaint
03/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was charged more than 5 times the price of a single video visitation without my knowledge—and it was cut off early. This has now occurred MULTIPLE times, which means it is no longer an accident and could be intentional fraud. I have included screenshots from the company’s website (*******************) which show the cost of a remote 20 minute video visitation and what I was actually charged. This is theft. This is FRAUD.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.