ComplaintsforVendEngine, Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I deposited $** for phone time for an inmate. I have been unsuccessful in reaching Vendengine as they are aware they no longer handle this jails phone system. The jail advises there is nothing that can be done on their end and in questions on vendengine site states very little can be done. I would like a refund or funds moved to the inmates commissary. I have left four (4) vm messages, sent two (2) emails. No live person is ever available to try and resolve this. I do not understand why vendengine is taking funds for phone time when they are not capable of honoring the service its now through ** SolutionsBusiness response
01/31/2022
Business Response /* (1000, 5, 2022/01/24) */ This was resolved with our Customer Service Supervisor, Kristin, on Friday 1/21/22 by *****am. Customers first call came in at ****pm on 1/20/22, which is after business hours for our office. Our Voicemail system states we will return your call within 24 business hours. We called Friday morning to gather additional information from Ms. ********. We verified with ** Solutions that the phone time deposit shows on the inmates debit account as VenEdngine. When Ms. ******** was speaking with ** Solutions directly, she stated the funds were done from **********.com or *********.com, which is was. On ** Solutions end we show up as VendEngine. After verifying with ** Solutions and calling Ms. ******** back, she let me know that she herself, did speak with someone who was able to verify her deposit showing successfully on the inmates account.Initial Complaint
12/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The Vendengine Correct pay account has blocked an ****** account because someone cancelled a credit card payment after purchasing which is resolved now. The account is not accepting credit cards which means my loved one has not been able to get commissary money phone time or gift baskets for 2 weeks and its christmas. Please is there a faster way to fix this??Business response
12/20/2021
Business Response /* (1000, 5, 2021/12/14) */ Hello. We checked our records and they show that the inmates account was lifted from card restriction on 12/13/2021 and you successfully used our site to schedule a video visit with him on 12/14/2021 as of *****am CST. If the account was still restricted it would not have allowed you to schedule your visit. To resolve this matter, one of our customer service representatives submitted a Credit Card Restriction lift form for approval to the fraud team for evaluation on 12/6/2021 and was approved on 12/13/2021Initial Complaint
11/17/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Deposited money into an inmate account and there are no funds in the accountBusiness response
11/17/2021
Business Response /* (1000, 5, 2021/11/17) */ Hi ******. We would be happy to look into this matter for you. Please call our Customer Service number, leave a voicemail with your name, the state and facility of where the incarcerated individual is located, the date and the amount of the deposit, and the best callback number for you, and we will gladly look into this deposit for you. Customer Service Number: XXX-XXX-XXXX Consumer Response /* (2000, 7, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is resolved now, Thank youInitial Complaint
10/05/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I have several videos visits that did not happen.I need refunded with jail fundsBusiness response
11/01/2021
Business Response /* (1000, 8, 2021/10/25) */ We have tried to contact this customer several times. The phone number listed is no longer connected and the email address gives no response. The video visits in question did not happen because the card was declined at time of purchase. We did not take any of her money and no refund is due.Initial Complaint
10/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I need to talk to a actual human being not just be emailed back cause my visits have always worked and I have **** ******* internet and now all the sudden they won't work at all I've called the jail and my phone company provider and there is no problem on there end so it has to be vend engine / jail funds he sends me a link that comes as a text message so I get no visit pin it stays on the loading screen and does nothing else being this is the only way my husband can see me and his *** please help me resolve the issue cause I have tried everythingBusiness response
10/21/2021
Business Response /* (1000, 8, 2021/10/15) */ Reached out to the consumer and she said she did not need any help as the problem had been resolved
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
42 total complaints in the last 3 years.
11 complaints closed in the last 12 months.