ComplaintsforICSolutions

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,*** been trying to get help with this issue with no resolution. I havent been able to receive any calls from an inmate; apparently calls are going straight to voicemail on their end and I get absolutely no calls on mine.I last revived a call at the end of June, but theyve stopped working since. My carrier told me that nothing is blocked on their end, so Im not sure what the issue is. My account is still funded and activated, and Im able to have video visits with no issues. Just the calls arent coming through.My number is ************** and this is from ****** ********** of Corrections.

  Business response

  08/16/2022

  Thank you for allowing us the opportunity to address ********************** concerns. We were unable to locate any call attempts to the telephone number provided, so we reached out to ****************** to confirm the telephone number and facility name.  ****************** did confirm it was the same information and was advised that there have not been any call attempts since June of 2022 and also provided the balance she has remaining on her account.  I provided my direct line, in the event ****************** has any additional questions or concerns. 

  Customer response

  10/04/2022

  Complaint: 17724634
  
  I am rejecting this response because:Hi, I tried reaching out about this over the phone, but the agents seemed to have issues understanding the problem. *** been having issues receiving calls from a friend of mine. Theyre saying it goes straight to voicemail on their end, and on my side Im not getting anything at all. This became an issue with my last phone number. I recently got a new number, and there werent any problems until recently again. My carrier says everything is fine, so Im hoping to find out if theres another issue? If theres a block on my number, maybe? Or if its something wrong on their end? Any help would be much appreciated, thank you!
  
  Regards,
  
  ***********************

  Business response

  10/05/2022

  Thank you for allowing us the opportunity to address ********************** concerns. I reached out to ****************** and advised her that on her previous telephone number, there were no additional call attempts as of 6/18/22, and on her new number, each of the 4 calls that were made to her were successful, and there were no additional call attempts after 9/3/22. I informed her that our system captures everything the minute the phone goes off hook so we can see not only completed calls, but also any additional call attempts, of which there were none. Thank you.  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 29th I made a payment of 55$ to IC solutions over the phone, they sent me a payment receipt, saying it was completed with the payment ID # I've called the customer service helpline multiple times. they are telling me I never made the payment. But they emailed me a prepaid collect payment receipt on the 29th of july.i have proof the transaction went through.

  Business response

  08/19/2022

  Thank you for allowing us the opportunity to address ****************** concerns. We are unable to locate the payment referenced in ****************** inquiry, and have been unable to reach her via the telephone number provided. The receipt she attached is for a pending payment which was set up through our system; however, the actual payment would have to be made with ************* in order for the money to be applied. The pending payment simply makes the process easier for ************* to locate her account.  Since we are unable to leave a message, she may reach me directly at ************** to obtain further information and help resolve this inquiry. Thank you.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a loved one who is incarcerated trying to call me. I am getting the phone call from IC Solutions, however to accept the call I have to press 5. I am pressing 5 on my cell phone and I can hear the number being pressed however it does not do anything and the recording keeps playing. It then drops the call and the inmate keeps trying to keep calling back only for the same issue to keep occuring. There have been times where it will register me pressing 5 but I would say the percentage is 45% successful. My loved one thinks I am trying to ignore her or not accepting the calls which is far from the truth. I have tried multiple times to contact IC Solutions with three tickets for investigation to be issued with no response or documentation. I actually have seen that multiple people are encountering the same issue as I have and the customer service reps offer no explanation or troubleshooting or accountability for an issue that has been going on since at least 2020. The response I was given for one of the tickets is that it was closed. There was no solution or anything, just simply closed out. If this was a free service I might be a little more lenient for software or service that is not working however they do not have any glitches when it comes to taking my money. I need a better explanation and more importantly I need to have the ability to speak to my loved one who has been trying to reach me daily and cannot. I think they do not understand the importance of my loved one to talk to someone from the outside while incarcerated. They need this for their mental health.

  Business response

  07/12/2022

  Thank you for allowing us the opportunity to address **************** concerns. Upon review of **************** account, it appears that there is a long delay before the call is actually answered, and by that time, the **** is not detectable. I reached out to ************ to discuss potential issues with call forwarding and other circumstances that night cause the system to time out, and also escalated it to our tech support team.  They opened a ticket with the carrier and since then, ************ has been able to accept calls without issue.  We are going to keep the ticket open for the next few days to continue to monitor his calls.

  Customer response

  07/13/2022

  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.
  
  
  Regards,
  
  
  *******************************

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried to use the video call twice and neither time it has worked. Icsolutions has the worst video calling system. I texted it prior to the call as well and it worked. Not to mention customers are charged .15 per minute and fees upon fees on top of that every time they add money to their account. Their customer service support is very rude as well. I havent talked to a nice or professional agent yet and the worst part is they dont even care. This is the worst company I have ever dealt with. I pray that when my daughter is released I never have to deal with this unprofessional business ever again. Complete crap!!!

  Business response

  07/06/2022

  Thank you for allowing us the opportunity to address ****************** concerns. We reached out to ************** to get a better understanding of the issues she was experiencing, and provided her with the information she needed to have successful visits in the future.  Credit for the unsuccessful visits was also applied back into her prepaid account. Although I was not able to locate any calls placed to our video customer service team, we will continue to research our records to ensure every call into our center is handled in a courteous and professional manner.  Thank you. 

  Customer response

  07/10/2022

  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. I think the connection works better using a regular PC. Thank you for reaching out and helping me, I truly appreciate it.

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

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's been stuck on connection for 1 month I used different devices I used a tablet I turned off wifi turned on wifi put my regular phone network on removed the app did everything it still does not work please fix we have loved ones

  Business response

  07/06/2022

  Thank you for allowing us the opportunity to address Ms. ******* concerns.  There must be sufficient bandwidth in order to have a successful connection.  That does not appear to be the case based on the screenshots and review of the visits. We will reach out to ************** directly to help troubleshoot the issue.  Thank you.  

  Customer response

  07/06/2022

  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.
  
  
  Regards,
  
  
  ***********************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  5/23/2022 I had a visit with Vencen Page. When I went to login from the computer the visit disappeared. I called the company to ask what happen they told me if was my fault and they were not going refund the money. When I told her it was a computer that is connected to the internet not by wifi how is this my fault? The lady was rude and told me she wouldn't refund it because it was on my side. Am sorry I login on there site and there site messed up and this is not the first time. ****** was better off with Telmate they were nicer and refunded visit that messed up. People have a hard enough time paying bills and then they go a head an steal money from people like this.

  Business response

  05/25/2022

  Thank you for allowing us the opportunity to address ************************ concerns.  Although we did not experience any technical difficulties at the time of ************************ visit, we have provided a credit of $5.88 back into her account.  Our review of the visit showed it was missed, which prevents other visitors from scheduling during that time. It is important to note that each consumer agrees to the rules and regulations of their visits, which includes the requirement of having sufficient bandwidth to conduct their visit. Thank you. 

  Customer response

  05/25/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  They credited me for another visit. Not the one am talking about. The lady was rude on the phone. Again howI login on there website then tge visit wasn't there. So Again how can they blame me on this
  
  Regards,
  
  
  *********************************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have put money on a calling account on several occasions, and have bank records, but ICSolutions is not giving the credit to use. Tell me they show the balance is positive and that's all they can say each time I have called to complain that I know money is on the account, but being told no funds are available to make a call.

  Business response

  05/10/2022

  Thank you for allowing us the opportunity to address ********************** concerns.  ****************** has made 2 successful prepaid purchases of $50.00 each to her prepaid account, and has a current balance of $92.75.  The resident she is speaking with is calling her using his debit calling account, option 1, as opposed to calling her via prepaid collect, which is dialing "0".  If he calls her via the prepaid collect option, the purchases she applied to her account will be used. I did reach out to ****************** to advise her of the correct way for him to dial that will utilize the funds she has on her account.  We appreciate your time. 
  

  Customer response

  05/10/2022

  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.
  
  
  Regards,
  
  
  *******************************

• Initial Complaint

  04/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  IC Solutions offer an offsight video visitation which rarely connects with the inmate or there are numerous issues such as being able to see or hear the inmate and vice versa. I have spent about $150 (**** per call) trying to visit with my loved one since March 2022. I call video support often to try and get a refund and they claim that it is a problem on my end when it is not. I have high speed internet, new modem router, new camera and headset and had a specialist look at my system to say that I have everything I need for a successful video visit. There is an issue on the side of IC Solutions. In one of my calls in the last week, they said that they reset the kiosk at ********************************** (Oregon State), and there continue to be problems. I had planned to escalate this to corporate, but would like your help resolving my issue. I not only want a refund of all my money, I want their service to work most importantly.

  Business response

  04/22/2022

  Thank you for allowing us the opportunity to address ******************** concerns.  Each visitor must acknowledge the rules before connecting to each visit, which includes the requirement of the visitor to have enough bandwidth to complete the visits. Upon review of the visits, **************** had some issues with her screen saver which caused some of her initial visits to get interrupted  Although ICS cannot guarantee the quality of visits on the visitor side, since March 2022, **************** has been issued 16 credits for video visits.  It is important to note that sufficient bandwidth is required in order to conduct successful visits, which is acknowledged by the visitor before connecting their visit. Thank you.   

  Customer response

  04/22/2022

  Complaint: 16993888
  
  I am rejecting this response because:

  I understand that I have accepted the terms of my video visits and I hereby acknowledge that I had MORE than adequate bandwidth.  I increased my speed and switched out my modem router to get the fastest possible service, bought a new headset and had a specialist confirm that my system would be more than enough to support the video visits.  I had changed my screen saver to NONE and the problem has persisted.  I am no longer scheduling video visits because of the personal anguish this has caused me and my daughter in not being able to visit one another.  This is  inexcusable and hiding behind your Terms is an Excuse for not delivering the service you claim to be providing. I was not aware that you issued me credits as I have had to call and "fight" to get the few I received, so I appreciate those extra credits.  MORE than this though is that your service is wholly inadequate to support the number of users in the prison system and I wonder when your servers were last checked and Kiosks upgraded.  This needs to happen and until that does, I will not accept your excuses. 

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

  Customer response

  06/27/2022

  Complaint: 16993888
  
  I am rejecting this response because:Hello. I had previously filed a complaint in March 2022 and the resolution was that I would receive credit for 16 video visits. I never received payment. I am filing another complaint to iterate that the resolution was not followed up on and I need your assistance. Thank you.
  
  Regards,
  
  ***********************

  Business response

  06/28/2022

  Thank you for allowing us the opportunity to address ******************** concerns. **************** was actually provided with 17 credits back into her prepaid account and a copy of those transactions are attached.  Please let us know if you have any additional questions. Thank you.   

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had an account with ICSolutions since 07/04/2020 to be able to communicate with my son, whom is currently incarcerated five hours away. We have several phone calls a week as well as video visits. Our video chats through ICSolutions have maybe a 20% success rate and that is being generous. More often than not, our video visits are interrupted by constant severe glitching and extremely poor sound quality. Oftentimes, I am unable to connect to the visit at all. I have excellent 4g connection cellular service as well as fiber optic internet service with speeds that range between 850-1000 Mbps. Over the last year and 9 months I have contacted ICS Video ************************ more times than one person should ever have to. I have received multiple refunds, due to poor quality video visits, but dealing with ICS video support customer service is an extremely unpleasant experience. Since I opened an account, their service has actually gone from bad to worse. It is extremely disheartening that ICSOLUTIONS is the only option people have to speak and video chat with an incarcerated loved one. My most recent experience dealing with ICSolutions video support on 04/01/2022 has sent me over the edge. I am fed up with being charged for video visits that are unable to connect AT ALL! In the past a customer service representative would review the video and see the issue and refund the visit fee, but now they have a zero refund policy regardless if the video made connection or not, or was extremely poor quality. ICSolutions service is below subpar. They take zero responsibility for the poor quality service they offer, push the blame elsewhere, all while making huge profits by fraudulently taking advantage of people and basically stealing their money. I am done being taken advantage of and will be seeking legal action and will make sure this fraudulent company is exposed.

  Business response

  04/05/2022

  Thank you for allowing us the opportunity to address ****************** concerns.  I have reviewed the video in question and there were no issues on the resident's side. The video was clear and he was waiting for ************** to connect.  If the video had been canceled, she would have received an automatic refund back to her account; however, it was missed due to a network failure on her end. The ****** ********** of Corrections has specific rules each visitor must accept when scheduling a visit, which includes the following: No refund will be issued for missed or terminated video calls and Internet connectivity issues will not be refunded.  On April 1st, we had over 500 successful visits with no issue.  I also reviewed the customer service calls and my team handled them in accordance with the rules and in a professional manner.  ICS has provided ************** with credits in the past as a courtesy, and with the understanding that she must ensure she has proper bandwidth for all future visits and no additional credits can be provided if the failure is on her end. Please let us know if you need any additional information.         

• Initial Complaint

  02/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Im definitely filing a lawsuit abd taking this company out of business. They will loose their contract with the federal bureau of prisons and every other jail after I get through. The director of customer service at this company ***************************** is just unintelligent as the customer service department employees it is their policy to hang up on customers everytime they try to transfer them and / or connect them with a supervisor.They refuse to give you corporates number but I found it anyways. Do not spend money with this company they will not provide you with a detailed call log or an explanation of where your money has went. It is the most unprofessional company I have ever dealt with n Ive spent over $9000 with them the last couple years and now they wont provide me with my own call details and breakdown of every dollar spent.

  Business response

  02/16/2022

  
  
  ****************,
  
  Thank you for allowing us the opportunity to address Ms. ******** concerns. ICS has been corresponding with ****************** regarding her request for call detail records related to telephone numbers not listed in her name.  It is important to note that all call detail records are available online to account holders by signing into their account at www.icsolutions.com.  If a password reset is needed in order to sign on, it can also be done at that time.  It is our business policy to protect consumers confidential call records and obtain the proper authorization before any information is released.  While ****************** is not the account holder, she did put us in touch with someone who claimed to be the owner of the telephone numbers in question.  Unfortunately, this person could not provide any information we needed to confirm her identity.
  
  We apologize if ****************** feels her inquiries have been mishandled.  Our customer service department is required to handle all inquiries in a courteous and professional manner, and based upon the information reviewed in this specific matter, the proper business rules have been applied.  Again, call detail records are available online and accessible to all account holders.  We appreciate your time. Please feel free to contact me for any additional information or questions.
  
  
  Sincerely,
  
  ***********************
  VP Sales and Marketing
  ************
  

  
  

*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. ↩