ComplaintsforViaPath Technologies

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Customer Complaint:

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Initial Complaint
07/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I created a “Friends and Family” account on the app (GTL Getting Out) to communicate with an incarcerated loved one through a tablet . Sending messages and photos cost money so I deposit $50 . I had $44.20 left in my account last time I logged on in November 2022. I logged in again in July 2023 and see a new policy that says money will be forfeited if account is inactive for more than 180 days. I never agreed to these terms nor did I receive an email notification about this new policy. After noticing that my money is gone I send 2 emails to Customer Service. The email says to verify account to receive my refund back so I do just that. Still I didn’t receive my refund so I called Customer Service to explain the situation. I also give them the opportunity to refund the money back to the account so I can use it on the app instead of returning said amount to my card. They said there is nothing they can do for me since I went over the 180 days. I mentioned never receiving a notice or agreeing to these terms however they deny my refund and rudely end the phone call without giving me more information on how to appeal decision.
Business response
07/26/2023
*******************************; July 26, 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 that I created a “Friends and Family” account on the app (GTL Getting Out) to communicate with an incarcerated loved one through a tablet. Sending messages and photos cost money so I deposited $50. I had $44.20 left in my account last time I logged on in November 2022. I logged in again in July 2023 and see a new policy that says money will be forfeited if the account is inactive for more than 180 days. I never agreed to these terms, nor did I receive an email notification about this new policy. After noticing that my money is gone, I sent 2 emails to Customer Service. The email says to verify account to receive my refund back, so I do just that. Still, I didn’t receive my refund, so I called Customer Service to explain the situation. I also give them the opportunity to refund the money back to the account so I can use it on the app instead of returning said amount to my card. They said there is nothing they can do for me since I went over the 180 days. I mentioned never receiving a notice or agreeing to these terms however they denied my refund and rudely ended the phone call without giving me more information on how to appeal the decision.

Upon review of the specific complaint outlined, ViaPath reviewed the prepaid account ending in **** and confirmed the balance of $44.20 had expired due to no activity per the new Expired Funds Policy, effective December 28th, 2022. However, as a one-time courtesy and as requested, ViaPath reinstated the balance for use, which is now available.

Please note, effective Dec 28, 2022: Please be advised, once created, your?Advance Pay account will become inactive?and is subject to forfeiture?after 180 consecutive days of inactivity or non-use unless such time is shorter or longer based on governing law or contract. If an account is used by the account holder at any point in the inactivity period, the inactivity period will be reset.?A refund can be obtained by calling customer service at?************. If your contact information is provided to ViaPath, and you opt-in to receiving a text and/or email reminder alert, you will receive a text and/or email of the scheduled expiration of your account no later than 30 days before the account expires. For more information, please visit our website at *******************************.

We regret *** ******* has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
***************
Initial Complaint
07/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I deposited $15 into my account, they said it would come woth a free voice call. After purchase, amd being on the phone with them, they said they service ***** county, then when I finally get a phone call from the inmate, I can't answer it, they tell me that oh yeah we do not service them anymore.. it's connect network powered by gtl.. so it's still gtl, right? SAME COMPANY SERVICES THEIR PHONES, but want you to deposit it onto a different app, and want to REFUSE to refund your full amount for their falsely advertised services.
Business response
07/26/2023
*******************************; July 26, 2023
***********************
Jacksonville, FL*********
**************
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 deposited $15 into my account, they said it would come with a free voice call. After purchasing, and being on the phone with them, they said they service Duval County, then when I finally get a phone call from the inmate, I can't answer it, they tell me that oh yeah, we do not service them anymore. Its ConnectNetwork powered by GTL. So, it's still GTL,right? SAME COMPANY SERVICES THEIR PHONES but wants you to deposit it onto a different app and wants to REFUSE to refund your full amount for their falsely advertised services.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed the deposit for $15.00 was refunded back to the original method of payment on 07/18/2023. Please allow 3-5 business days for the credit/refund to appear.

ViaPath regrets that ****************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that *** 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
********************************************************
***************
Initial Complaint
07/17/2023
Complaint Type:
Product Issues
Status:
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.
I tried to deposit money on my friends and family account, but the operator made a mistake in putting the money on my account. I did everything that they asked me to provide in order to receive a refund at first they told me 2 to 4 weeks before my money could be returned to me. Now their saying that they have no records of the transaction ever happened and I need to resubmit the information. They gave me the run around for 2 months saying that I would receive a refund and now they saying that they have no records that any of those conversations happened. I did everything on my cell phone and no longer have the screen shot of the receipt is there anything I can do about this, is there a grievance form I can file on them?
Business response
07/20/2023
*** ****** **** July 20, 2023
***** *****
Detroit, 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 tried to deposit money on my friends and family account, but the operator made a mistake in putting the money on my account. I did everything that they asked me to provide in order to receive a refund at first, they told me 2 to 4 weeks before my money could be returned to me. Now they're saying that they have no records of the transaction ever happened and I need to resubmit the information. They gave me the run around for 2 months saying that I would receive a refund and now they are saying that they have no records that any of those conversations happened. I did everything on my cell phone and no longer have the screenshot of the receipt. Is there anything I can do about this; is there a grievance form I can file on them?

Upon review of the specific complaint outlined, ViaPath reviewed the complaint and confirmed the initial request for a refund back to the original method of payment. ViaPath approved and refunded the balance of $15.06 on 07/10/2023 to be refunded back to the original method of payment ending in ****. Please note that refunds are submitted upon request; however, the process requires additional verification on the backend, of the accountholder and the original method of payment used to process the transaction, once the request has been vetted in its entirety, processing and distribution of the refund can take up to 30 business days to complete as advised during the initial request.

We regret ************ has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that *** arise in a timely manner, and should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
***************
Initial Complaint
07/14/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My son ***************************** ******* is in ****** Correctional Facility and I sent him money to purchase a **** tablet and hundreds of dollars to purchase games and music. The facility is now phasing out the old tablets and they are transferring the music to the new ones, but not the games. We have spent around $1200 for games. The facility has offered to give my son $10.00 to have his tablet sent home or destroyed and has stated that after October 1st it will be considered contraband. So he has to take a $1190 loss.
Business response
08/01/2023
**. **************************** August 1, 2023
*******************************
Columbus, 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 my son ***************************** ******* is in ****** Correctional Facility, and I sent him money to purchase a **** tablet and hundreds of dollars to purchase games and music. The facility is now phasing out the old tablets and they are transferring the music to the new ones, but not the games. We have spent around $1200 on games. The facility has offered to give my son $10.00 to have his tablet sent home or destroyed and has stated that after October 1st it will be considered contraband. So, he has to take a $1190 loss.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed the money that was spent on games was paid to ****. The decision to switch tablet providers was made by the **** Department of Corrections, as was the decision on what content was going to be transferred from **** to ViaPath Technologies. We are not able to refund money paid to another company for tablet content that was provided by that company.

ViaPath regrets that ******************** did not have a positive experience using our services. ViaPath remains willing to continue improving its services and address issues that *** 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
********************************************************
***************
Initial Complaint
07/13/2023
Complaint Type:
Product Issues
Status:
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.
There's NO list or information about what words or sequence of words cannot be sent via text message through the GTL Getting Out App. Therfore, a text message can be held in pending until reviewed by the facility for words such as grass, ******* or **** ****, per ViaPath customer service. The facility never reviews questionable text messages, and there's no way for the customer to cancel questionable text messages. Therefore ViaPath got paid & the customer got nothing. There's nothing the customer can do to get the facility to review or deny questionable text messages. The customer does NOT have a contract with the facility to use GTL Getting Out App (aka ViaPath). They have an agreement to pay ViaPath to delivery their text messages. If ViaPath charged the customer, they should have a requirement in their contract with the facility to review questionable text messages within a certain amount of time. If text messages are not reviewed within that time frame, they should be deleted with no charge to the customer. What a scam to take people's money, acting as if it's not ViaPath's responsibility to make the facility follow through with their job to review questionable text messages. I have 16 text messages pending beginning April 2023 - July 2023. The refund amount is minimal but my complaint is none the less valid. Also, I wasn't requesting a refund to my credit card. I wanted the amount charged for nondelivered text messages added back to my account. My friend (inmate) will be released in 3 weeks so the 16 nondelivered text messages would've definitely been enough for that time period. Now I can either go without the option to text message my friend (inmate) for the next 3 weeks, or add money to my account that would definitely be more than I would use over the next 3 weeks. Then I would need to contact ViaPath hoping for a refund of the remaining amount. Extra work for everybody for such a small amount of money.
Business response
07/20/2023
**. **************************************** July 20, 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 There's NO list or information about what words or sequence of words cannot be sent via text message through the GTL Getting Out App. Therefore, a text message can be held in pending until reviewed by the facility for words such as grass, ******** or **** ****, per ViaPath customer service. The facility never reviews questionable text messages, and there's no way for the customer to cancel questionable text messages. Therefore, ViaPath got paid & the customer got nothing. There's nothing the customer can do to get the facility to review or deny questionable text messages. The customer does NOT have a contract with the facility to use GTL Getting Out App (aka ViaPath). They have an agreement to pay ViaPath to deliver their text messages. If ViaPath charged the customer, they should have a requirement in their contract with the facility to review questionable text messages within a certain amount of time. If text messages are not reviewed within that time frame, they should be deleted with no charge to the customer.What a scam to take people's money, acting as if it's not ViaPath's responsibility to make the facility follow through with their job to review questionable text messages. I have 16 text messages pending beginning April 2023 - July 2023. The refund amount is minimal, but my complaint is none the less valid. Also, I wasn't requesting a refund to my credit card. I wanted the amount charged for nondelivered text messages added back to my account. My friend (inmate) will be released in 3 weeks, so the 16 nondelivered text messages would've definitely been enough for that time period. Now I can either go without the option to text message my friend (inmate) for the next 3 weeks or add money to my account that would definitely be more than I would use over the next 3 weeks. Then I would need to contact ViaPath hoping for a refund of the remaining amount. Extra work for everybody for such a small amount of money.

Upon review of the specific complaint outlined, ViaPath reviewed the complaint and confirmed there are 16 messages pending review by the **** (****************Department of Corrections and Rehabilitation) staff with the oldest message dating back to 04/22/23 with the latest message sent 07/13/23. All messages sent through GettingOut are subject to review and approval by facility staff. Once approved, ViaPath delivers messages to the intended inmate. Any content determined to be inappropriate may cause the message to be rejected. Please note that there will be no refunds given for the cash value of your unused/undelivered messaging credits.

We regret ****************** has not had a great experience using our services; however, we remain willing to continue to improve our services and address issues that may arise in a timely manner, and should you have any additional questions, please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
www.viapath.com
Customer response
07/23/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
The response merely restates what I already know and stated in my complaint. The issue is GTL (ViaPath) has a contract with ****, not me. Therefore, I have no recourse to require **** to review questionable text messages. GTL (ViaPath) should require **** to review questionable text messages within a certain time or consider them rejected and return the fee charged because the text message was not sent. As it is right now, questionable text messages are held for review by ****, but **** never them. So, GTL (ViaPath) is not taking responsibility for their customer, ****, following through with reviewing questionable text messages. I do not have a contact name or number with **** to inquire about questionable text messages needing review. And even if I did, **** and I do not have a contract, therefore they are not required to do anything I ask them to do. **** and GTL (ViaPath) know the system is flawed but do not care. They both know **** will never review questionable text messages. **** will probably state they do not have the time or manpower to review all questionable text messages. The system should be changed to simple reject questionable text messages. There's no point holding questionable text messages for review when no one is ever going to review them. My oldest questionable text message is over 3 months old. Even if **** approves it now, what's the point? Anything said in a text message from 3 months ago is either old news or no longer relevant.
No resolution or compromise has been offered.

Regards,

*****************************
Business response
08/01/2023
**. ****************************** August 1, 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 I am rejecting this response because:
The response merely restates what I already know and stated in my complaint. The issue is GTL (ViaPath) has a contract with ****, not me. Therefore, I have no recourse to request **** to review questionable text messages. GTL (ViaPath)should require **** to review questionable text messages within a certain time or consider them rejected and return the fee charged because the text message was not sent. As it is right now, questionable text messages are held for review by ****, but **** never them. So, GTL (ViaPath) is not taking responsibility for their customer, ****, following through with reviewing questionable text messages. I do not have a contact name or number with **** to inquire about questionable text messages needing review. And even if I did,**** and I do not have a contract, therefore they are not required to do anything I ask them to do. **** and GTL (ViaPath) know the system is flawed but do not care. They both know **** will never review questionable text messages. **** will probably state they do not have the time or manpower to review all questionable text messages. The system should be changed to simple reject questionable text messages. There's no point holding questionable text messages for review when no one is ever going to review them. My oldest questionable text message is over 3 months old. Even if **** approves it now, what's the point? Anything said in a text message from 3 months ago is either old news or no longer relevant.

Upon review of the specific complaint outlined, as stated, ViaPath confirmed there were 16 messages pending review by the **** (************Department of Corrections and Rehabilitation) staff with the oldest message dating back to 04/22/23 with the latest message sent 07/13/23. All messages sent through GettingOut are subject to review and approval by facility staff. Once approved, ViaPath delivers messages to the intended inmate. Any content determined to be inappropriate may cause the message to be rejected. Please note that there will be no refunds given for the cash value of your unused/undelivered messaging credits.

We regret ****************** has not had a great experience using our services; however,we remain willing to continue to improve our services and address issues that may arise in a timely manner, and should you have any additional questions,please feel free to contact me directly.

Cordially,

*****************************
ViaPath Technologies | Manager, Consumer Complaints
********************************************************
***************
Initial Complaint
07/13/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is an inmate account. I deposited $55 on 2/17/2023 into the wrong account & requested a refund that same day. I called 2 weeks later & I was told they would have to issue a paper check & it would take 6-8 weeks. I called back on 4/14 & spoke with a "supervisor" & was told the check was being processed. I still didn't receive the check & called back on 5/12 & got the same answer. I called again on 5/25 & got the same answer. I called (6/27) & spoke with a supervisor again & was told I would be receiving the check this week. I called (7/12) & spoke with a supervisor again & was told I would be receiving the check this week. It's obvious I been getting the run around since February & I believe they have no intention of refunding my money. These inmate services are horrible & the fee's they charge are completely ridiculous & burdensome on families. They have quite a racket going on & do not provide adequate services to the families I'm at my wits end &don't know what else to do. The organization should be looked into . I hope you will be able to assist me Thank you for your time and consideration
Business response
07/20/2023
*** ****** ******* July 20, 2023
**** **** **
Glendale, NY *****
**************
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 This is an inmate account. I deposited $55 on 2/17/2023 into the wrong account & requested a refund that same day. I called 2 weeks later & I was told they would have to issue a paper check & it would take 6-8 weeks. I called back on 4/14 & spoke with a "supervisor" & was told the check was being processed. I still didn't receive the check & called back on 5/12 & got the same answer. I called again on 5/25 & got the same answer. I called (6/27) & spoke with a supervisor again & was told I would be receiving the check this week. I called (7/12) &spoke with a supervisor again & was told I would be receiving the check this week. It's obvious I have been getting the run around since February &I believe they have no intention of refunding my money. These inmate services are horrible & the fees they charge are completely ridiculous &burdensome on families. They have quite a racket going on & do not provide adequate services to the families I'm at my wits end &don't know what else to do. The organization should be investigated. I hope you will be able to assist me Thank you for your time and consideration.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed the refund request was valid and due to the delay in processing the request, ViaPath issued an expedited $50.36 check refund in the amount of $50.36 for overnight delivery by way of *** *********************** to the address on file. Please see the tracking details listed below.
Tracking Number:******************
Service: *** Next Day Air
Guaranteed By: 12:00 PM Friday, Jul 21, 2023

ViaPath regrets the delay in processing the request in a timelier manner, 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
Customer response
07/30/2023
[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
07/12/2023
Complaint Type:
Customer Service Issues
Status:
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.
I have been suspended from use of an inmate communication system, branded as GTL GettingOut, that is fully-owned by ViaPath Tecnologies. I have tried repeatedly by phone to obtain contact information within the company to receive due process on this matter and to get the suspension removed so I can contact the inmates I need to contact who are eager to resume communication with **** continue to get referred to the customer service phone number of ********************** at ************ which I have called many times only to be hung up on. I was lied to and given false information about how to proceed by the operators at that call center. My last call was to a number provided on the Better Business Bureau site for ViaPath which thanks me for calling GTL and I politely asked to talk to ***************************** who is shown as the head of Customer Relations for ViaPath in hopes she could assist me with my dilemma. After lengthy discussions with staff and a transfer to an almost unintelligible supervisor named "******," I was referred again to the ******* customer service number of ************.During each conversation, I was talked over, answers to my questions were refused and I was repeatedly told scoldingly that no one was able to help me...and all this after spending my entire morning following the instructions given originally to contact each institution on my account which I did and not one of the institutions has requested to suspend my account. In one case, an inmate asked that I be blocked, but at no time did an institution authorize a suspension of my account, nor does the institution have authority to do so. I believe under the Constitution of the United States, I am allowed the right to due process and that under the Federal Code, entities operating in the United States must be allowed the right to contact organizations directly to petition for redress. I would appreciate any help you can provide.
Business response
07/14/2023
********************************* July 14, 2023
P. O.Box ***
Kenwood, 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 concerns regarding ViaPath Technologies citing that I have been suspended from use of an inmate communication system, branded as GTL GettingOut, that is fully owned by ViaPath Technologies. I have tried repeatedly by phone to obtain contact information within the company to receive due process on this matter and to get the suspension removed so I can contact the inmates I need to contact who are eager to resume communication with me. I continue to get referred to the customer service phone number of ******* at ###-###-#### which I have called many times only to be hung up on. I was lied to and given false information about how to proceed by the operators at that call center. My last call was to a number provided on the Better Business Bureau site for ViaPath which thanks me for calling GTL and I politely asked to talk to ****** ******** who is shown as the head of Customer Relations for ViaPath in hopes she could assist me with my dilemma. After lengthy discussions with staff and a transfer to an almost unintelligible supervisor named "Quarry," I was referred again to the ******* customer service number of ###-###-####. During each conversation, I was talked over, answers to my questions were refused and I was repeatedly told scoldingly that no one was able to help me...and all this after spending my entire morning following the instructions given originally to contact each institution on my account which I did and not one of the institutions has requested to suspend my account. In one case, an inmate asked that I be blocked, but at no time did an institution authorize a suspension of my account, nor does the institution have authority to do so. I believe under the Constitution of the United States, I am allowed the right to due process and that under the Federal Code, entities operating in the United States must be allowed the right to contact organizations directly to petition for redress. I would appreciate any help you can provide.

Upon review of the specific complaint outlined, ViaPath reviewed the Friends and Family account connected to the telephone number ending in **** and confirmed that there are no blocks to the Friends and Family account referenced that would prohibit him from utilizing his account. However, in reviewing the contacts/inmates associated with his Friends and Family account, we found that several inmates housed in different facilities and states blocked all communication and unfortunately, we are unable to reverse this action. Please note that each party must be added and accepted as a contact to communicate and or exchange messages and at any time access can be revoked by either party, including the facility where applicable.

ViaPath regrets that *** ****** 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
Initial Complaint
07/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Their video visitation will not work on a lot of ******** for some reason.I got it to work on my friend's ****** so I know its not my account that is at fault.I also called GTL twice and they lied to me both times, but did tell me my account was fine. There are hundreds if not thousands of people with the same problem.If you go on ******** or to the reviews on the GTL go visits app, you can see a lot of negative reviews and people having the same problem.Now that the prison switched to GTL its the only way I get to see my fiance besides in person visits. This is not right or fair.
Business response
07/26/2023
*** ******************************************************************* July 26, 2023
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 Their video visitation will not work on a lot of androids for some reason. I got it to work on my friend's ******, so I know its not my account that is at fault. I also called GTL twice and they lied to me both times but did tell me my account was fine. There are hundreds if not thousands of people with the same problem. If you go on ******** or to the reviews on the GTL go visits app, you can see a lot of negative reviews and people having the same problem. Now that the prison switched to GTL its the only way, I get to see my fianc besides in person visits. This is not right or fair.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath successfully contacted ************** via phone to troubleshoot the issues outlined and as stated within the complaint, ViaPath confirmed no obvious issues with the account that would prohibit ************** from scheduling and or having a successful visit by way or her mobile device/account. Considering that, we escalated the issue to be reviewed further with our technical support and are working to resolve this issue.ViaPath will continue to keep the lines of communication open until this matter has been resolved in its entirety.

ViaPath regrets that ************** 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
********************************************************
***************
Initial Complaint
07/07/2023
Complaint Type:
Billing Issues
Status:
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.
I am being told by customer service at ViaPath Technologies that my sons Trust Fund has been frozen. I am being told that to "unfreeze" this account that I will have to pay $200. They are saying someone used a credit card and the card was bad. I am gathering that is what they are tying to tell me since NO ONE that I speak to, speaks clear English. I have asked for proof this happened and they will not provide me with this information. I am the one authorized to add funds to his account and did not use a credit card that was bad or authorize anyone else to add funds to this account. If this is true why should I be responsible for $200. Via Path is the one who allowed for the credit card to be used. I have also tried to add funds, using my debit card, to a phone account, for the last two weeks and I continually am being told to call my bank. I have called my bank and customer service told me that it is not on their end stopping the payment from going through. I get the same answer to call my bank or wait 24 - 72 hours and try again. I have done that and I am still not able to add funds. I want to talk to someone that speaks clear English and can explain what is going on. I was told over a week ago that a manager would call me and I have not received a call. I am disputing the $200 and want a answer. I do not want someone reading off a card the same thing over and over again. I want this resolved. Thank You
Business response
07/11/2023
*** ***** ***** July 11, 2023
*** ***** ***
Barnesville, 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 am being told by customer service at ViaPath Technologies that my son's Trust Fund has been frozen. I am being told that to "unfreeze" this account that I will have to pay $200. They are saying someone used a credit card and the card was bad. I am gathering that is what they are trying to tell me since NO ONE that I speak to, speaks clear English. I have asked for proof this happened and they will not provide me with this information. I am the one authorized to add funds to his account and did not use a credit card that was bad or authorize anyone else to add funds to this account. If this is true, why should I be responsible for $200? Via Path is the one who allowed for the credit card to be used. I have also tried to add funds, using my debit card, to a phone account, for the last two weeks and I continually am being told to call my bank. I have called my bank and customer service told me that it is not on their end stopping the payment from going through. I get the same answer to call my bank or wait 24 - 72 hours and try again. I have done that, and I am still not able to add funds. I want to talk to someone that speaks clear English and can explain what is going on. I was told over a week ago that a manager would call me, and I have not received a call. I am disputing the $200 and want an answer. I do not want someone reading off a card the same thing repeatedly. I want this resolved. Thank You.

Upon review of the specific complaint outlined, ViaPath reviewed the account connected to the telephone number ending in 9146 and confirmed notice of a formally disputed transaction for $200.00 processed on 06/01/2023 via credit/debit card ending in ****. On 06/09/2023, ViaPath disabled the credit/debit card option to process deposits which will remain in place until the balance has been paid in full.

Attached is the Trust Unblock Form including instructions on how to clear the balance owed to have the credit/debit card block removed from the account. ViaPath offers alternative payment options available via our website, ****************.

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. In light of 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
07/06/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ON MAY 25TH 2023 I APPLIED $25 TO AN INMATE ACCOUNT. AFTER APPLYING THE FUNDS, I CALLED THE CUSTOMER SERVICE AND WAS TOLD THIS WAS THE WRONG PHONE SYSTEM FOR THIS COUNTY JAIL AND I WOULD RECEIVE A REFUND IN 10 TO 20 DAYS. AFTER THE 20 DAYS I HAD NOT RECEIVED A REFUND SO I CALLED BACK AND WAS TOLD IT WOULD BE 2 T0 4 WEEKS BEFORE I WOULD RECEIVE THE REFUND. AFTER 4 WEEKS I CALLED AND WAS TOLD THE REFUND ISSUE HAS BEEN ESCALATED AND I WOULD RECEIVE MY REFUND IN 3 TO 7 DAYS. AFTER 8 DAYS I CALLED AND EVEN ASKED TO SPEAK TO A SUPERVISOR AND WAS TOLD THIS TIME THAT IT WILL TAKE 3 TO 4 WEEKS FOR A REFUND. AT THIS POINT I DONT THINK I WILL EVER GET MY REFUND AND I AM TIRED A FRUSTRATED WITH MAKING THESE CALLS.
Business response
07/10/2023
**. ****************************************** July 10, 2023
**** ***********************************
Chicago, IL *****
**************
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 MAY 25TH 2023 I APPLIED $25 TO AN INMATE ACCOUNT.AFTER APPLYING THE FUNDS, I CALLED THE CUSTOMER SERVICE AND WAS TOLD THIS WAS THE WRONG PHONE SYSTEM FOR THIS COUNTY JAIL AND I WOULD RECEIVE A REFUND IN 10 TO 20 DAYS. AFTER THE 20 DAYS I HAD NOT RECEIVED A REFUND SO I CALLED BACK AND WAS TOLD IT WOULD BE 2 T0 4 WEEKS BEFORE I WOULD RECEIVE THE REFUND. AFTER 4 WEEKS I CALLED AND WAS TOLD THE REFUND ISSUE HAS BEEN ESCALATED AND I WOULD RECEIVE MY REFUND IN 3 TO 7 DAYS. AFTER 8 DAYS I CALLED AND EVEN ASKED TO SPEAK TO A SUPERVISOR AND WAS TOLD THIS TIME THAT IT WILL TAKE 3 TO 4 WEEKS FOR A REFUND. AT THIS POINT I DONT THINK I WILL EVER GET MY REFUND AND I AM TIRED A FRUSTRATED WITH MAKING THESE CALLS.

Upon review of the specific complaint outlined, ViaPath reviewed the transaction referenced for $25.00 deposited on May 25, 2023, and confirmed that the funds referenced were removed from the intended account as requested. The refund was submitted and has been approved to be refunded back to the original method of payment via credit/debit card ending in ****. Please allow an additional 3-5 business days for the credit to appear.

ViaPath regrets the delay in processing the request in a timelier manner, however, we remain 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
********************************************************
***************
Customer response
07/11/2023
I would like to know why it was so easy to get the refund after filing my complaint but it took weeks of me calling and nothing was done. I would like an explanation for this. I feel like other people have gone through this and the issue was never resolved because they weren't aware of how to escalate it.

Complaint: ********

I am rejecting this response because:

Regards,

*****************************
Business response
07/19/2023
**. *********************************** July 19, 2023
**** ***********************************
Chicago, IL *****
**************
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 ***************************** rejected our initial response to her complaint regarding a refund which was confirmed by ****************** as received, however she rejected that response to the BBB of Metro Washington DC & Eastern Pennsylvania citing that I would like to know why it was so easy to get the refund after filing my complaint, but it took weeks of me calling and nothing was done. I would like an explanation for this. I feel like other people have gone through this and the issue was never resolved because they weren't aware of how to escalate it.

Upon review of the specific complaint outlined, as stated ViaPath reviewed the complaint and confirmed the initial request for a refund back to the original method of payment. Refunds are submitted upon request; however, the process requires additional verification of the accountholder and the original method of payment used to process the transaction, once the request has been vetted, processing and distribution of the refund can take up to 30 business days to complete as advised during the initial request.

ViaPath regrets the delay in processing the request in a timelier manner, however, we remain 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
********************************************************
***************
Customer response
07/20/2023
[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,

*****************************

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