ComplaintsforICSolutions

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday, May 11th, my husband attempted to call me 62 times from prison, but not a single call was received on my phone. Despite numerous attempts to resolve this issue, including contacting ***** the prison, and ICSolutions, nothing has been resolved. **** has no record of these calls even attempting to come through. While the call situation has improved slightly since May 11th, my husbands calls are still not coming through the majority of the time. He will often have to call ***** times in a row before a single call will even come through on my phone. To try and solve the problem, I've gone through multiple troubleshooting steps, such as security updates, resetting my phone, turning off my voicemail, and anything else I (and ****) could think of. After countless discussions with others experiencing the same problem across different cell phone providers ********* ********* Straight Talk), it is evident that the common factor is ICSolutions.Inmates are people too and deserve the right to communicate with their families. It is currently over 100 degrees outside, and the phones at the prison are located outdoors, exposed to the sun and heat. It is unacceptable that my husband has to endure these harsh conditions for hours just to try and talk to me for a mere 15 minutes.I urge ICSolutions to thoroughly investigate and fix their phone system to ensure reliable communication for inmates. This issue needs to be addressed immediately to prevent further unnecessary hardship on my husband and other inmates trying to contact their loved ones.

  Business response

  05/29/2024

  Thank you for allowing us the opportunity to address Ms. ****** concerns. We reviewed her account and although there are intermittent calls getting through, some are going straight to voicemail. We have submitted her telephone number to our carrier for further testing. We have corresponded with Ms. **** to advise her about the open ticket. We will continue to monitor it's progress and provide an update as soon as one becomes available. Thank you. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was putting money on *********************** prepaid collect phone calls account.... Well there website is very misleading it say #1 (prepaid collect account)#********* phone account) why wouldn't #1 have collect phone calls it doesn't say phone anywhere very misleading and there computer was down I was mislead by the operator and trying to get to a supervisor was wait wait wait hung up on one operator said yes it's very misleading half her calls are just for this issue it's a scam refund my money because this is a scam or put it on the correct collect phone calls please

  Business response

  05/20/2024

  Thank you for allowing us the opportunity to address ******************** concerns.  We contacted ******************** and located the purchase of $4.50, which was applied to a resident's debit calling account. A full refund of $4.50 was applied back to the card used for purchase. In the event ******************** has any additional questions, he has a direct line to reach me. Thank you for your time. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 28th, 2024 I added $25 to receive calls from my son. We have been getting his calls until today when the message plays over and over again on both my husband's and my phone. It is very frustrating when you are waiting to hear news and the call will not connect. I press 5 numerous times to connect and it keeps playing the same message over and over again. This problem needs to be corrected.

  Business response

  05/15/2024

  Thank you for allowing us the opportunity to address ******************** concerns. We have reviewed her account and while we do show some calls have been accepted, we have submitted her number to our carrier for further review. We also reviewed ******************** telephone number and see that the issue with acceptance was corrected.  We will provide a follow up to **************** as soon as we confirm resolution.  Thank you. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  All month I have tried to conduct video calls with a friend. The first visit failed due to connection issue. Then the remaining visits were not completed because the website would not load the sign in page on ********* Edge. Seems the website only works properly on Chrome browser. However I was still charged for these visits that we could not attend which costed almost $30.00! Tried to call customer call center but was placed on hold for over an hour!!

  Business response

  04/24/2024

  Thank you for allowing us the opportunity to address ********************** concerns.  We have reviewed her visits and do show she was not able to connect on her end.  Before a visit can be scheduled, the consumer must agree to the rules, which includes confirmation that missed visits or connectivity issues are not refunded. (Copy attached)  As a courtesy, we have provided a refund of $29.40 back into ********************** prepaid account; however, going forward, ****************** should make sure he has enough bandwidth to support any future visits.  Thank you.      

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for being considerate in processing my refund and I will make changes on my end to try and better support the video chat feature. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see the attached document for additional information and supporting documentation:1) Requested Refunds for video visits not working: (see document for further details)2)Submitted MULTIPLE requests through their ticketing system: have not heard back from them either via email nor via phone--ignored every request. (see document for further details)3) Software continues to have glitches that is significantly impacting the performance of the calls--have been notified but fails to address/correct (see document for further details) Additionally, evidence of state-wide connectivity and performance issues related to video and other media.4) Have requested that the information on my account be updated and corrected as it is not accurate--requests have gone unanswered/ignored (see document for further details)5) Request to have an itemized copy of the billing of my account from Jan 2024 to current (April 2024) that is aligned to GAAP in which is identifies debits/credits to account (see document for further details)Any and all other details I entered into the document that I may not have been able to enter here.

  Business response

  04/24/2024

  Thank you for allowing us the opportunity to address Ms. ******* concerns.  In regard to our website not being available, we did experience a primary carrier outage on April 17th, 2024, where the online application was not available until after 3:30pm CST.  Unfortunately, this carrier outage impacted all online accounts including WI *** customers.  As stated by ****************, we do have 2 customer service numbers.  The ************ number is available 7 days per week 24 hours per day and is primarily used for establishing new prepaid accounts and for purchasing prepaid phone time.  The video visitation line, which is ************, is available Monday through Friday,8am-7pm CST, and Saturday and Sunday 8am-5pm CST. We did not experience any technical issues during the attempted call times noted in Ms. ******* documentation.  If the call is received after hours, the following message would have been played: Thank you for calling ICSolutions. Our office is currently closed.  Please call back during our normal business hours,which are Monday through Friday 8am to 7pm and Saturday and Sunday 8am to 5pm Central ******** Time.  Thank you and have a great day   We do not have a prompt that states Your call cannot be completed now, please try again later. I suspect **************** might be confused on her recollection of the auto attendant prompts that were provided when calling the video visitation line toll free number.  
  
  **************** did follow the proper process to submit customer service inquiries; however, when attempting to locate those inquires, we discovered they were not being routed to the proper team for resolution when the inquiry is generated/submitted while logged into the consumer online account. This issue has been escalated with Priority 1 status and will be corrected.  We sincerely apologize for the inconvenience. **************** has had correspondence with our *********** Manager,***************************, and that correspondence is attached, along with the correspondence relating to the ticket we opened with our tech support team. 
  
  It is important to note that visitation limits are set by the *** and not by ICSolutions, and a copy of the visitation rules that must be accepted when scheduling, are attached.  We do understand the importance of maintaining communication with friends and family. Overall,ICSolutions completed ******* video visitation sessions last month (March 2024)and of that ****** were specific to WI ***.  We have attached a copy of the video visitation transaction logs, which shows the visits that are charged and either fully or partially refunded. The most recent visits on 4/17 and 4/20 were completed without issue.  We are constantly working on ways to improve the remote visitation experience; however, a successful visitation session is also dependent on the quality of the public/carrier network and therefore imperative for the consumer to have sufficient and consistent bandwidth in order to ensure successful visits.  **************** has the direct email address for our call center supervisor and for myself, and is welcome to reach out directly at any time.  Our customer service email address *********************************** is also a great way to reach the team. Also, as requested, we have attached the full transaction history of Ms. ******* prepaid account. This includes all phone and video transactions associated with her prepaid account.  Although her online account  shows the video visitations that are scheduled, when a credit is provided it is credited back to the prepaid account balance and is immediately available to pay for phone calls and video visits.  We appreciate your time. 

  Customer response

  05/02/2024

  Complaint: 21594855

  PLEASE NOTE: GIVEN THE SIZE OF THE ATTACHMENTS THERE ARE 2 RESPONSES, THIS IS 1 OF 2

  I am rejecting the Company's response.   Please find attached the 7 page Word document outlining the reasons why along with follow-up questions/actions.  Please see second response that will contain four MP4 video recordings in support of my rejection as well. 

  Regards,
  
  ***********************

  Business response

  05/10/2024

  Thank you for allowing us the opportunity to address Ms. ******* additional response.  In response to item 1, I would like to clarify what is considered an actual ticket.  **************** inquiries submitted through the online portal are not tickets, unless escalated and submitted by our customer service team.  At the time of Ms. ******* submittals, there was an issue with the portal that was not directing those inquiries to the proper team for resolution; however, a ticket was submitted to our Technical Support team at the time of Ms. ******* initial complaint.  That resulted in her conversation with our Tech Support Agent who advised **************** on the procedure to get the port opened.  ********* communication was provided to evidence the direct contact **************** had with our customer service manager, and a direct line to someone who could assist with any additional questions or concerns.
  
  In response to item 2, **************** is correct that the main customer service line, ************ does not address video visitation questions. Our video support line is ************, and is available during the business hours previously provided. Based on the screen shots and information provided, it was her  carrier/provider that was unable to complete the calls to the video line.  As previously stated, we did not have an issue with that number and would like to recommend that **************** reach out to her provider directly.  This is not something we can fix on our end.   Escalation points are ******** and myself (******) and both of us have provided our direct email and contact information.   The statistics we provided in our previous responses, were included to show the overall success rate of our application. While we can manage and control the resident side of the visits, we cannot control the service and bandwidth of each individual visitor account.  
  
  In response to item 3, all applicable credits have already been provided and the detailed list was included in our last response. All amounts with a positive value are the credits that have been applied to Ms. ******* prepaid account. Credits are also visible via the online account, by selecting Payment History under the What would you like to do? drop down menu. Then you would need to click the telephone number. Once there, you would go to the drop down menu and select View Transactions.   Then you are able to select the date and see if that was a charge or a credit. We have attached a file of the details.  Although it takes a few clicks for **************** to get the needed information, all charges and credits are available for viewing and as such we are fully compliant with all accounting guidelines.
  
  In response to item 4, we have submitted that section to our video team for further review; however, this process is only successful with sufficient and consistent connectivity and bandwidth.
  
  As previously stated, ICSolutions can only manage and control the bandwidth capacity on the resident side of the video visit and we have eliminated all possible issues that could have existed. It is now incumbent upon **************** to communicate directly with her contracted internet provider to address their service plus committed bandwidth capacity and work directly with that carrier if she should encounter any future issues that are related to bandwidth capacity and/or availability. Thank you.
  

  Customer response

  05/16/2024

  Complaint: 21594855
  
  I am rejecting this response because, please see attached responses and supporting documentation. 
  
  Regards,
  
  ***********************

  Business response

  05/29/2024

  Thank you for allowing us the opportunity to address ******************** concerns. As indicated in our last response, we have done everything on our side to try and resolve the issues she has experienced. We have had several updates that caused brief outages and have refunded and/or applied an extra visit for the resident, We are corresponding directly with **************** and will reach out directly for any further issues. Thank you.

  Customer response

  06/03/2024

  Complaint: 21594855
  
  I am rejecting this response because: please see attached PDF with the follow up question.
  
  Regards,
  
  ***********************

  Business response

  06/10/2024

  Thank you for allowing us the opportunity to address ******************** additional concerns. The answers to her questions are below. Thank you.

  Whats needed for upload speed?
  64Mbps
  Whats needed for download speed?
  64Mbps
  c. Whats needed for latency?
  Less than half-second round trip
  d. Whats needed for the ping rate?
  Ping is disallowed from remote client
  e. Whats needed for connectivity?
  Connectivity requires STUN ******************** Utilities for NAT) negotiation to allow the consumers device to connect to the video server that is deployed behind a router/firewall.
  The STUN protocol obtains the source IP addresses and port numbers and sends a binding response to each STUN client (i.e. consumer device and video server). This protocol and associated documentation have been approved for publication by the Internet ************************** (IESG)  ***************************************

  Customer response

  06/15/2024

  Complaint: 21594855
  
  I am rejecting this response because: please see the attached document with some followup questions.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I schedualed a visit and now its time to connect and its not on there 4/17/24 at 7:30

  Business response

  04/18/2024

  Thank you for allowing us the opportunity to address **************** concerns. Our records do indicate a visit was scheduled for 4/17/24 at 7:30pm; however, that visit was canceled by the facility directly. We do not have information as to why the visit was canceled, but visits can be canceled at the discretion of the correctional facility.  We apologize for any inconvenience. Thank you.  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past 9mos there have been multiple issues with ic solutions services from phone calls constantly dropping video visits not connecting or working this has caused emotional and mental anguish for me and my fiance I have filed many complaints with ic solutions and called them multiple times it has gone NO WHERE. THEY REFUSE TO FIX THE PROBLEMS AND REIMBURSE ME FOR ALL THE MONEY LOST DUE TO THIS! I AM ASKING THEY FIX THERE SERVICES AND REIMBURSE ME ****** I HAVE MISSED WORK BECAUSE OF THIS.

  Business response

  03/22/2024

  Thank you for allowing us the opportunity to address ********************** concerns.  ********************** account has been reviewed, and out of the 7 visits that were paid for, 5 of them have been credited back to her account.  In order to have successful visits, it is imperative to have sufficient bandwidth and to remain stationary to ensure adequate coverage.  The only 2 visits totaling $5, which were not credited back, were completed successfully. Thank you. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You charge *****% tax on amounts added to inmate calling accounts in addition to the $3.00 processing fee. What are the taxes that compose this *****% ?

  Business response

  03/20/2024

  Thank you for allowing us the opportunity to address ******************** concerns.  The facility he is receiving calls from is located in ************** and since he resides n Alabama, the transaction is interstate and the federal taxes are applied.  The $3.00 is the credit card processing fee, and the tax breakdown is attached.  We do not have a processing fee for mailed in money orders, cashier's checks or ************** Thank you. 

   

   

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On multiple occasions, the latest being today, 02/21/24, paid services have not worked properly. They run the calling and video systems for inmates in *********. I've contacted IC Solutions, and it takes a couple transfers and a few different people before they will refund or reschedule a call. The issue is I have to do this for nearly every single call. Once a week I video call with my father so that my family and I can see him. Tonight, yet again, for the second time in 3 weeks (out of 3 calls) we've had disruptions in connection. Tonight, I can see and hear my dad, but he can't see or hear me. Last week our connection cut in and out and then close to the end of the visit abruptly ended. While I can call and spend anywhere from 30 minutes or longer each week on the phone for a refund or free call I don't have the time nor should I have to make the time to do so. This company has a LARGE system problem and is doing nothing to fix it and they don't want to take responsibility.

  Business response

  03/13/2024

  Thank you for allowing us the opportunity to address ****************** concerns. We have reviewed her visits, and the visit on 2/21/24, was a free visit that had internet connectivity issues on the visitor side. The resident side was clear and audible.  It is imperative to have sufficient bandwidth for the duration of the visit for both sides to stay connected. Review of the subsequent visits on 2/28, 3/6 and 3/9 were all connected with no issues. Thank you. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My issue is simple... I would like to know why the tax rate is so high for depositing monies into an inmate prison account and who gets those funds. Our grandson is an inmate in the ******** Correctional System and we have open a phone account with IC ********************** to allow us to communicate with him. Our problem is with the amount they are charging us to deposit money to maintain the account. To deposit $30 into the account, we pay a $3 fee plus $13.28 for taxes... That's a tax rate of 44%. We have not seen such an exorbitant tax rate on any other phone service we have use or any other product we have purchased. Who is getting these funds and is it legal.

  Business response

  03/07/2024

  Thank you for allowing us to address ************************ concerns. The telephone number associated with her account is **************, with an address in *****, *******. The calls she is receiving originate from Macomb County, **, which makes that an interstate transaction. When a credit card purchase is made online, there is a $3.00 processing fee, plus applicable taxes.  ICS does not have any processing fees for mailed in money orders, cashier's checks or purchases made through Western Union.  The tax breakdown for a $30 prepaid purchase is below.

  Amount  Tax Name  
  $0.16      FCC Regulatory Fee (Wireline) Federal *** 
  $0.49      Telecom Relay Surcharge Federal *** 
  $10.38    **************************** Federal ***   
  $1.80      Sales Tax State ** 
  $0.45      Sales Tax County HILLSBOROUGH 

  ******************** may contact me directly at ************, if she has any additional questions. Thank you for your time. 

*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. ↩