Complaints

This profile includes complaints for ViaPath Technologies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ViaPath Technologies

  3120 Fairview Park Dr Ste 300 Falls Church, VA 22042-4570

• 

  Global Tel* Link Corporation

  72 North Village Ave Ste 2E Rockville Centre, NY 11570

• 

  Global Tel* Link Corporation

  2600 Boyce Plaza Rd Ste 142 Pittsburgh, PA 15241

• 

  Global Tel* Link

  5700 SW 34th St Ste 300 Gainesville, FL 32608

• 

  Global Tel Link

  3801 E Plano Pkwy STE 100 Plano, TX 75074

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past week or so out of the blue gtls servers or service even when I have money on the account of gtl and I've connected gtl customer service and my phone provider to understand what is going on cause before I never had an issue. This is what happens I get the inmates call I answer the phone the automatic systems tell me to accept this call press 0 in which I do but she doesn't register that I hit 0 so she just keeps talking in which I've spend over 5000 dollars to gtl to receive calls and every so often this happens but no one can fix the issue this time around. Cause he'll have to call me 10 or more times for me to actually answer the call. And everytime I answer and hit 0. In which this start an argument between us and why it's not allowing me to answer. I've connected gtl numerous times in which I escalated the call to mangerment in which they hung up on me and kept cutting me off telling their servers are good d it was atts fault so I called att in whichive contacted and they tell me everything is fine and to down load the gtl connection app which I have. And that they have nothing to do with their services. I just keep getting the run around... and it only happens with their calls.. I can call a customer service number snd hit 0 and it works fine only gtls end. It's really putting an mental and emotional strain on my everyday life consider me and my husband are now always fighting about it. I need help to get this fix attached are screenshots of me hitting 0 a thousand times.. as well asnhow many calls where made from the inmate labeled as *** ****** ** in my phone. As well as the conversation with att and l them telling me to down load the 3rd party app.. and another photo shows how even when not connecting they charge me a fee even if it's .7 cents. Or 10 cent each time even if I wasn't connected to the call

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  *****************************
  ***************************
  Stevensville, MI *****
  **************
  Email:*******************  
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ************************* Complaint ID# ********
  
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I've connected GTL customer service and my phone provider to understand what is going on cause before I never had an issue. This is what happens I get the inmates call I answer the phone the automatic systems tell me to accept this call press 0 in which I do but she doesn't register that I hit 0 so she just keeps talking in which I've spend over 5000 dollars to GTL to receive calls and every so often this happens, but no one can fix the issue this time around. Cause he'll have to call me 10 or more times for me to answer the call. And every time I answer and hit 0. In which this starts an argument between us and why it's not allowing me to answer. I've connected GTL numerous times in which I escalated the call to management in which they hung up on me and kept cutting me off telling their servers are good d it was **** fault, so I called **** in which I’ve contacted, and they tell me everything is fine and to download the GTL connection app which I have. And that they have nothing to do with their services. I just keep getting the run around... and it only happens with their calls. I can call a customer service number send hit 0 and it works fine only GTL end. It's really putting a mental and emotional strain on my everyday life consider me and my husband are now always fighting about it. I need help to get this fix attached are screenshots of me hitting 0 a thousand times. as well as how many calls were made from the inmate labeled as pat breeze mi in my phone. As well as the conversation with **** and l them telling me to download the 3rd party app. and another photo shows how even when not connecting they charge me a fee even if it's .7 cents. Or 10 cent each time even if I wasn't connected to the call.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed via the screenshots provided that she has been having issues accepting call attempts from ******. To help resolve this issue, please go into your phone settings, and enable the DTMF (Dual-Tone Multi Frequency). Please note that each phone is different, you may need to ****** your phone for instructions. *** ****** was advised of additional tips to successfully accept call attempts such as ensuring there is no background noise as it will cause the automated system to prohibit calls from connecting. Although *** ****** contacted her phone provider and was advised that there were no issues with her service on their end, she may need to provide her service provider the number that shows when a call is attempted from the facility to ensure that the number is not marked as Spam on the backend due to the call originating from a payphone and or tablet number. Please also note our Policy Check List advising that Cell phone/VOIP is set up at your own risk as we cannot guarantee all calls will be successfully connected.
  
  Regarding being charged for calls that were not connected, please note that the call rate from ************** ******** ***** **** (***) is $0.07 per minute plus applicable taxes and fees and are charged on a per-minute basis. In reviewing the prepaid Advance Pay account, we found several calls for less than 1 minute and a $5.00 credit has been applied as a courtesy. We were unable to locate any call attempts that were unsuccessful but were charged. The Call Records from ****** dated for the month of December to the current date have been attached for reference.
  
  We regret *** ****** has not had a great experience in using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use this service to email a friend who is incarcerated at the ************************ ****** in Omaha NE. Every typed message is charged .20 cents. Every day there are issues where emails are pending and they take forever to clear. It can take 24 hours for the pending messages to be approved! In that time I have either spoke with my friend over the phone or sent another message that was approved. We the consumers of this service are being charged for service that is no longer needed. There’s no way of deleting the pending message and the company doesn’t respond! At this point I’m considering a class action lawsuit as I’m not the only person having their money stolen for services no longer required! Please call if you have questions!!

  Business Response

  Date: 12/21/2023

  
  December 21, 2023
  
  *********************************
  *******************
  Omaha, NE *****
  **************
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ***************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ***************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that I use this service to email a friend who is incarcerated at the ***** ************ ****** in Omaha NE. Every typed message is charged .20 cents. Every day there are issues where emails are pending, and they take forever to clear. It can take 24 hours for the pending messages to be approved! In that time, I have either spoke with my friend over the phone or sent another message that was approved. We the consumers of this service are being charged for service that is no longer needed. There’s no way of deleting the pending message and the company doesn’t respond! At this point I’m considering a class action lawsuit as I’m not the only person having their money stolen for services no longer required.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath does offer the messaging service at ***** ****** **** ** at a cost of $0.20 per message, however, all messages sent and received are approved or denied at the discretion of the facility staff. As stated, ViaPath acts only as the facilitator for the messaging service offered.
  
  We regret *** ********** has not had a great experience in using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  ****** ********
  ViaPath Technologies | Manager, Consumer Complaints
  ***************@viapath.com
  www.viapath.com 
  

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice of inactivity, funds will be lost. I log in, there is not a designated tab for refund. I call the support center, the guy wanted last 4 of my card used, date and time, was rude did not want to wait while I retrieved that information. Second- there is no time stamped on bank transaction. Although I could give him the dates and amounts of money deposited. That was insufficient and he hung up quickly.

  Business Response

  Date: 12/21/2023

  December 21, 2023
  
  *********************************
  ************************
  Ukiah, CA *****
  **************
  Email: ************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ***************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ***************************** contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing that received a notice of inactivity, funds will be lost. I log in, there is not a designated tab for refund. I called the support center, the guy wanted the last 4 of my card used, date and time, was rude and did not want to wait while I retrieved that information. Second- there is no time stamped on bank transactions. Although I could give him the dates and amounts of money deposited. That was insufficient and he hung up quickly.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the Friends and Family account ending on **** and confirmed a balance remaining of $20.86.As requested, the refund has been processed via check and will be sent to the address on file. Please note that ViaPath only retains credit/debit card details for 6 months and therefore are unable to process the refund back to the original method of payment, hence the refund via paper check. Please allow up to 30 business days to receive the refund.
  
  We regret the delay in processing the initial request; however, we remain willing to continue improving our services and address issues that may arise promptly and in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called GTL in August to ask if I could block one institution and one institution only from getting phone calls. Reason being is I have more than one family member incarcerated and need to talk to them while one of my family members I did not want to hear from for a while. But instead of blocking the one institution they blocked calls from all three institutions I have family in. So I called back in October to have the block removed. Now they are telling me there is no block on my account and never was but so then why cant I get calls from anyone? I have called back several times and once they even told me I cant get calls because I don't have automatic payment set up. I never had to use automatic payments to get phone calls before so why would I start now that all my calls have been blocked. I need this matter to go to the correct tech so that it can be fixed. 

  Business Response

  Date: 12/19/2023

  December 19, 2023
  
  ****************************************
  **************************
  Inglewood, CA *****
  *************
  Email: *********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ************************************ Complaint ID# ********
  
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ************************************ contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing I called GTL in August to ask if I could block one institution and one institution only from getting phone calls. The reason being is I have more than one family member incarcerated and need to talk to them while one of my family members I did not want to hear from for a while. But instead of blocking the one institution they blocked calls from all three institutions I have family in. So, I called back in October to have the block removed. Now they are telling me there is no block on my account and never was but so then why can’t I get calls from anyone? I have called back several times and once they even told me I can’t get calls because I don’t have automatic payment set up. I never had to use automatic payments to get phone calls before so why would I start now that all my calls have been blocked. I need this matter to go to the correct tech so that it can be fixed.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the request to unblock all aspects of the account not allowing her to receive calls and successfully removed Facility Blocks and inmate requested blocks associated or linked to the prepaid account number ending in 1430.
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

  Customer Answer

  Date: 12/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, My husband is incarcerated at **** ********** CMC ************. For several weeks he has no longer been able to make international phone calls (from Califormia to ******).I have already called and contacted them without success and my english is very bad. Could you do something please? The company is GTL now VIAPATH. The identity of my husband : ***** **** ******.Thanks Best Regards

  Business Response

  Date: 12/19/2023

  December 19, 2023
  
  ***********************************
  **************
  Email: *****************     
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  ******************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ******************************* contacted the BBB of Metro Washington DC & Eastern Pennsylvania citing my husband is incarcerated at **** ********** CMC ************. For several weeks he has no longer been able to make international phone calls (from California to ******). I have already called and contacted them without success and my English is very bad. Could you do something please? The company is GTL, now VIAPATH. The identity of my husband: ********** ******.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the prepaid Advance Pay account for the international number referenced above and confirmed recent and successful call attempts. Attached are the Call Records beginning from 11/01/2023 to 12/19/2023. Please also note the ViaPath Policy Checklist List stating that Cell phones/VOIP are set up at your own risk. ViaPath cannot guarantee connectivity.
  
  We regret the inconvenience this has caused; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am constantly spending money on this service and it never works. These tablets are always going out. As of 11.27.23 they have been out for 3 days with no communication to us customers about why or when they will be cut back on. Calls constantly cutting out.

  Business Response

  Date: 12/12/2023

  *** **********************************                              December 12, 2023
  CA *****
  *************
  Email: ************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: *************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that I am constantly spending money on this service, and it never works. These tablets are always going out. As of 11.27.23 they have been out for 3 days with no communication to us customers about why or when they will be cut back on. Calls are constantly being cut out.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the Friends and Family account ending in **** and confirmed both successful messages and video visits using the GettingOut application during the time period referenced.The latest activity was 12/12/2023. ViaPath does not report or provide Outage Alerts to Friends and Family specific to the facility associated with their account.
  
  ViaPath also reviewed the prepaid Advance Pay account and confirmed successful call attempts originating from ******-**************************** for upwards of 15-minute call durations. Please note our Policy Checklist stating Cell phone/VOIP setup at own risk as we cannot guarantee connectivity.
  
  Tablets that are experiencing issues should be reported to our onsite technician by the resident via the Support Links to submit a grievance/kite to describe the issues in detail of that are occurring to be investigated and resolved in a timely manner.
  
  A refund can be obtained by calling customer service at ************. Please be prepared to secure the account by providing the date and amount of the last deposit, in addition to the last four of the credit/debit card(s) used to process that transaction. Upon verification, ViaPath will successfully submit and approve the request to be refunded back to the original method of payment where applicable or by check to be mailed to the address on file.
  
  We regret ********************** has not had a great experience in using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gtl tablets are always having problems, my messages wont go through and it still charges for a message that gets stuck in pending for weeks even months. Tablets are constantly not working. Constantly doing updates that takes days to hear from a loved one.

  Business Response

  Date: 12/12/2023

  ******************** **************;                                                        December 12, 2023
  ****************************************
  Oxnard, CA *****
  **************
  Email: *****************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: *********************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *********************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that GTL tablets are always having problems; my messages wont go through, and it still charges for a message that gets stuck in pending for weeks even months. Tablets are constantly not working. Constantly doing updates that takes days to hear from a loved one.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the Friends and Family account ending in **** and confirmed successful messages were exchanged using the GettingOut application/website up until 12/11/23. The remaining balance of $16.25 was approved to be refunded back to the original method of payment ending in ****. Please allow up to 10 business days for the credit to appear.
  
  Regarding pending messages, please note that although ViaPath provides the Messaging Service to keep families connected, all messages are approved and denied at the sole discretion of the facility staff.
  
  Tablets that are experiencing issues should be reported to our onsite technician by the resident via the Support Links to submit a grievance/kite to describe the issues in detail of that are occurring to be investigated and resolved in a timely manner.
  
  We regret ********************** has not had a great experience in using our products and services, however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined, we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/2023 I put 10 dollars on my account to communicate with my little brother who is in prison an I cannot us it, contract them or get a refund. This is not the first time an the stole from my wife too promising communication that didn't happen. There is a whole community of people wanting to communicate with incarcerated loved ones who keep having issues with this company an they take advantage of our pain.

  Business Response

  Date: 12/12/2023

  ****************************                                                 December 12, 2023
  *************************
  San Diego, CA ********
  **************
  Email: **********************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: *************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that on 11/23/2023 I put 10 dollars on my account to communicate with my little brother who is in prison, and I cannot use it, contract them, or get a refund. This is not the first time and the stole from my wife too promising communication that didn't happen. There is a whole community of people wanting to communicate with incarcerated loved ones who keep having issues with this company and they take advantage of our pain. 
  
  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed a deposit of $10.00 was posted on 11/23/23 and has been approved to be refunded back to the original method of payment ending in ****. Please allow up to 10 business days for the credit to appear.
  
  ViaPath regrets the delay in processing the initial request. However, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been asking for a refund for the funds I have deposited and none have been refunded. The calls did not work but I was still charged. I want a full refund.

  Business Response

  Date: 12/12/2023

  *** ******* ********                                                                December 12, 2023
  ****************************
  Cleveland, OH *********
  **************
  Email: *****************************************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE: ******************************* Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer ******************************* contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that I have been asking for a refund for the funds I have deposited, and none have been refunded. The calls did not work but I was still charged. I want a full refund.
  
  Upon review of the complaint addressing the concerns outlined, ViaPath confirmed two refunds were approved for a refund of the remaining balances via ConnectNetwork and GettingOut. Both refunds were approved to be credited back to the credit/debit card ending in ****. Please allow up to 10 business days for the credit to appear.
  
  ConnectNetwork refund per prepaid Advance Pay account ending in ****- $16.84 refunded on November 27th, 2023.
  GettingOut refund per prepaid Friends and Family account ending in ****-$7.90 refunded on December 12th, 2023.
  
  ViaPath regrets the delay in processing the initial request. However, ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  
  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com
  

• Initial Complaint

  Date:11/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company provides state issued tablets to inmates and charges $0.10 per message sent from both the inmate and the person they are communicating with. The problem is the company takes the money and then places the messages as pending so if for example I send a message to an inmate I’m communicating with, the inmate will never receive the message unless global tel link approves the message and vice versa. The money is still deducted from both mine and the inmates account. Messages that do get through take a few days up to a couple of weeks to show as approved messages. Simple messages such as “Hi, how are you?” Will stay pending for weeks. In my case, there is currently pictures that are still pending from July 2023, were in November and still nothing has gone through. I’ve contacted customer service about this issue but they tell me there is no issues on their end and there is nothing they can do about it. I am seeking resolution to the issue of pending messages and photos and reimbursement for all of the messages and photos that still say pending. It is not acceptable for a business to claim to provide a service for payment but don’t actually provide the service and only take payment. My case is not unique, there are several others in my situation. At least 25+ families and inmates affected.

  Business Response

  Date: 12/05/2023

  **. ************************************                                                             December 5, 2023
  *******************t
  Pomona, CA *****
  **************
  Email: ******************
  
  c/o BBB of Metro Washington DC & Eastern Pennsylvania
  
  RE:  *************************** Complaint ID# ********
  
  This letter serves as a response to the complaint listed above.
  
  Consumer *************************** contacted The BBB of Metro Washington DC & Eastern Pennsylvania citing that this company provides state issued tablets to inmates and charges $0.10 per message sent from both the inmate and the person they are communicating with. The problem is the company takes the money and then places the messages as pending so if for example I send a message to an inmate I’m communicating with, the inmate will never receive the message unless Global Tel Link approves the message and vice versa. The money is still deducted from both mine and the inmate’s account. Messages that do get through take a few days up to a couple of weeks to show as approved messages. Simple messages such as “Hi, how are you?” Will stay pending for weeks. In my case, there are currently pictures that are still pending from July 2023, were in November and still nothing has gone through. I’ve contacted customer service about this issue, but they tell me there are no issues on their end and there is nothing they can do about it. I am seeking resolution to the issue of pending messages and photos and reimbursement for all the messages and photos that still say pending. It is not acceptable for a business to claim to provide a service for payment but not actually provide the service and only take payment. My case is not unique, there are several others in my situation. At least 25+ families and inmates are affected.
  
  Upon review of the complaint to address the concerns outlined, ViaPath provides the messaging service for inmates and Friends and Family to stay connected. As described in the complaint, both Friends and Family and the inmate must have an available balance to use the messaging service, at a cost of $0.05. Although ViaPath provides the messaging service, all messages are approved/denied by the facility staff. Please note that if a message/picture is denied for any reason by the facility staff, a refund is not warranted as ViaPath does not charge for the message/picture, but for the use of the service.  
  
  ViaPath regrets that Ms. Castaneda did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that may arise in a timely manner. Considering the above-outlined explanations, we anticipate this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.
  

  Cordially,
  
  *****************************
  ViaPath Technologies | Manager, Consumer Complaints
  ********************************************************
  www.viapath.com