ComplaintsforViaPath Technologies

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Customer Complaint:

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Initial Complaint
07/06/2023
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 boyfriend is in *********************** prison he has put in a request with global tel link for new ear buds in April and it is now July and he has not seen them at all they are supposed to come once a week and they have not been there in almost 3 months there is people in the with no tablets at all for 3 months
Business response
07/04/2023
Dear Sir/*****,
You have reached the wrong company. It seems you are trying to contact *** ******* *******. We have no relation to them. Please take your complaint down from our company's name. Thank you!
Business response
07/11/2023
**. *************************** July 11, 2023
P.O.Box ***
Palermo, 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 my boyfriend is in ******* ****** ***** Prison he has put in a request with ****** *** **** for new ear buds in April and it is now July and he has not seen them at all they are supposed to come once a week and they have not been there in almost 3 months there is people in the with no tablets at all for 3 months.

Upon review of the specific complaint outlined, ViaPath reviewed and confirmed the request for earbuds was fulfilled and the inmate, per ID# ****** has been provided the earbuds as requested.

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
********************************************************
www.viapath.com
Initial Complaint
07/05/2023
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 am in ********* correctional institute and i have a tablet through GTL Viapath technolgy and it has not been working for the last six weeks or more and i have been on the waiting list for the problem/service and they are not even attempted to contact me to get me a new tablet. I have lost 12.00 for a subscription that i paid for and haven't been able to use it. * *** has been removed so i don't have any access to anything anymore and i need my tablet asap. I am being denied my rights as an inmate in ********* correctional institute. They are not a good business when they cannot even get my tablet to me and I'm tired of waiting with no reply whatsoever. waiting for 6 weeks or more with no reply is not a good business My name is *************************** (******)
Business response
08/01/2023
******************************* ****** August 1, 2023
P.O.Box ***
*********, OH *****
(000) 000-0000
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 he has encountered ongoing issues with the tablet, and he's been on the waiting list for the tablet to be serviced for 6 weeks or more.

Upon review of the complaint to address and resolve the concerns outlined, ViaPath confirmed the Return Merchandise Authorization (RMA) has not been initiated. However, our site technician will submit and process the device for an RMA to be investigated for issues with the device. Please allow up to 30 days as there is currently a delay in return merchandise authorization requests.

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
07/03/2023
Complaint Type:
Order 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.
GTL Connect Network is charging taxes per call when there shouldn't be a tax in the calls per the contract with *DOC. This has been happening since GTL took over for ******* regarding *DOC Calls. Taxes should be removed per the contract. The *DOC facilities do not charge the tax. It is GTL/Viapath that is charging the tax.
Business response
07/07/2023
*************************; July 7, 2023
**** ***** *************************************
**************
***************************

c/o BBB Of Metro Washington DC & Eastern Pennsylvania
RE: *************************** Complaint # ********
This letter serves as a response to the complaint listed above.
Consumer *************************** contacted the BBB Of Metro Washington DC & Eastern Pennsylvania with the claim that Global Tel*Link Corporation (GTL) Violated its contractual obligations under its contract with the ******* ********** of Corrections (**_DOC) outlining the following complaints: GTL Connect Network is charging taxes per call when there shouldn't be a tax in the calls per the contract with ****. This has been happening since GTL took over for ******* regarding **** Calls. Taxes should be removed per the contract. The **** facilities do not charge tax. It is GTL/ViaPath that is charging the tax.

Upon further review of the specific complaints outlined and the contract terms, we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate-published terms and conditions and the GTL website support the pass-through of such taxes and mandatory surcharges.

GTL regrets that ****************** did not have a positive experience in using our services. GTL remains willing to continue to improve its services and to address issues that may arise in a timely manner. In light of the above outlined explanations, GTL anticipates this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

**************************;
Manager, Consumer Complaints

Office:************ *******************************************************
t | www.gtl.net
Initial Complaint
07/02/2023
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.
Gtl prison phone systems are over taxing. They tax to add money on the account. they tax every single.phone call and even add an additional "third party tax" . This is outrageous . The agreement states the funds goto the prison but they in fact do not. Where is the money going and why are we being charged 3x for tax when it should only be once. Something is wrong here.
Business response
07/07/2023
*********************; July 7, 2023
***** ** ******* *r #***
Coral Springs, FL *****
**************
*****************

c/o BBB Of Metro Washington DC & Eastern Pennsylvania

RE: ********************* Complaint # ********
This letter serves as a response to the complaint listed above.
Consumer ********************* contacted the Better Business Bureau with the claim that Global Tel*Link Corporation (GTL) Violated its contractual obligations under its contract with the ******* Department of Corrections (**_DOC) outlining the following complaints: GTL prison phone systems are over-taxing. They tax to add money to the account. They tax every single phone call and even add an additional "third party tax. This is outrageous. The agreement states the funds go to the prison but do not. Where is the money going and why are we being charged 3x tax when it should only be once? Something is wrong here.

Upon further review of the specific complaints outlined and the contract terms, we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate-published terms and conditions and the GTL website support the pass-through of such taxes and mandatory surcharges.

GTL regrets that ************** did not have a positive experience in using our services. GTL remains willing to continue to improve its services and to address issues that may arise in a timely manner. In light of the above outlined explanations, GTL anticipates this will close this complaint; however, should you have any additional questions, please feel free to contact me directly.

Cordially,

**************************;
Manager, Consumer Complaints

Office:************ *******************************************************
t | ***********
Initial Complaint
06/30/2023
Complaint Type:
Order 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.
While in ****** State Prison global tel link, started a inmate tablet program, my family and friends paid money to put photos on my tablet, now that I have been moved to *** ******* Prison, after receiving a new tablet, in which all my personal information, was suppose to also transfer over to the new assigned tablet. I noticed all my paid photos would not come up. Also per my tablet; it reads I'm still housed in **** ***** State Prison, which is incorrect. After numerous attempts to GTL via my tablet filing complaints, to recover my paid photos or give a refund, as of today they are refusing to do so. Many of my photos have sentimental value.
Business response
07/07/2023
*************************** ****** July 7, 2023
*** **** ******
*** *******, CA *****
###-###-####
Email: n/a

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 BBB of Metro Washington DC & Eastern Pennsylvania citing that While in **** ***** State Prison Global Tel Link, started a inmate tablet program, my family and friends paid money to put photos on my tablet, now that I have been moved to *** ******* Prison, after receiving a new tablet, in which all my personal information, was supposed to also transfer over to the new assigned tablet. I noticed all my paid photos would not come up. Also, per my tablet, it reads I'm still housed in **** ***** State Prison, which is incorrect. After numerous attempts to GTL via my tablet filing complaints, to recover my paid photos or give a refund, as of today they are refusing to do so. Many of my photos have sentimental value.

Upon review of the complaint addressing the concerns outlined, ViaPath reviewed and performed the transfer of *** *****’ SNAP account, unfortunately, at this time we are unable to transfer pictures as *** ******* SP does not have tablet transfer photos enabled and this option is at the sole discretion of the facility.

As of 07/06/2023, the tablet should read for *** ******* State Prison as requested.

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. 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
06/28/2023
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.
Tried to setup an account with getting out app. Have tried to get help many times with no success. The account is blocked because I didn't agree to $45 charge. This is petty and childish business practice. I want to set up an account.
Business response
07/11/2023
*******************************; July 11, 2023
*********************
Sacramento, 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 BBB of Metro Washington DC & Eastern Pennsylvania citing I tried to setup an account with getting out app. Have tried to get help many times with no success. The account is blocked because I didn't agree to $45 charge. This is petty and childish business practice. I want to set up an account.

Upon review of the complaint addressing the concerns outlined, ViaPath reviewed the account connected to the telephone numbers ending in **** & **** and confirmed that both accounts were blocked for credit/debit card deposits due to 2 formally disputed charges in the amount of $31.70 on 02/28/2022 to the account ending in **** and $25.00 on 02/27/2022 to the account ending in **** per a credit/debit card ending in ****. Please note these transaction dates *** differ from the dates posted. When a transaction(s) is formally disputed with their financial institution, the credit/debit card option is blocked on the associated accounts, until the balance has been repaid in full. To date, the remaining unpaid balance is $7.75. Attached are instructions on how to clear/remit the remaining balance to resume processing deposits via credit/debit card. ViaPath offers alternative methods for deposits which can be found by visiting 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. 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
06/22/2023
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 SET UP A ****** VOICE ACCOUNT YEARS AGO BECAUSE AT SOME POINT IN TIME CELL PHONES WERE NOT ALLOWED ON THE CALLING LIST FROM PRISONS. TONIGHT I MADE A $25 PAYMENT AND ACCIDENTALLY STORED MY CARD. WHEN I ATTEMPTED TO REMOVE IT THROUGH THE AUTOMATED SYSTEM, THE LINE WENT SILENT. I CALLED BACK AND WHEN THE NAME ON THE ACCOUNT DIDNT MATCH, I WAS TOLD I HAD TO SEND IN A BILL. THE ONLY ISSUE WITH THAT IS I AM NOT BILLED FOR MY ****** VOICE ACCOUNT. ITS FREE, SO THERE IS NO BILL. THE ONLY THING I WANT FOR YOU TO DO IS REMOVE MY CARD FROM BEING STORED. IT WAS SELECTED IN ERROR! IF YOU TAKE FUNDS FROM MY ACCOUNT, I WILL REPORT IT AS FRAUD AND YOU CAN DEAL WITH THE CHARGEBACK.
Business response
06/29/2023
**. ********************* June 29, 2023
Plainfield, IN *****
**************
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 SET UP A ****** VOICE ACCOUNT YEARS AGO BECAUSE AT SOME POINT IN TIME CELL PHONES WERE NOT ALLOWED ON THE CALLING LIST FROM PRISONS. TONIGHT, I MADE A $25 PAYMENT AND ACCIDENTALLY STORED MY CARD. WHEN I ATTEMPTED TO REMOVE IT THROUGH THE AUTOMATED SYSTEM, THE LINE WENT SILENT. I CALLED BACK AND WHEN THE NAME ON THE ACCOUNT DIDNT MATCH, I WAS TOLD I HAD TO SEND IN A BILL. THE ONLY ISSUE WITH THAT IS I AM NOT BILLED FOR MY ****** VOICE ACCOUNT. IT’S FREE, SO THERE IS NO BILL. THE ONLY THING I WANT FOR YOU TO DO IS REMOVE MY CARD FROM BEING STORED. IT WAS SELECTED IN ERROR! IF YOU TAKE FUNDS FROM MY ACCOUNT, I WILL REPORT IT AS FRAUD AND YOU CAN DEAL WITH THE CHARGEBACK

Upon review of the complaint to address the concerns outlined, as requested ViaPath disabled the auto-reload option enabled on the Advance Pay account ending in 6037 per credit/debit card ending in ****.

Regarding the accountholder information, the AdvancePay account was set up under a different name and proof is required to update the account accordingly to make changes. ViaPath will accept a screenshot showing Tonya Wood as the current owner of the telephone number referenced as this will allow us to update the account. This information can be submitted via email to the following email address: [email protected].

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
06/20/2023
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.
GTL should ONLY charge $0.99 to load money, regardless of the method used, and there should be no limit per transaction. I am being charged taxes or more than .13 per minute and a $0.99 fee to load money. GTL charges a minute fee and taxes when I cannot pick up the phone and the voice mail picks up. If I have to approve charges to accept a call, how can they charge when my loved one cannot leave a message? I am tired of paying taxes that violate the contact between GTL and the DOC. It is wrong and it needs to be rectified!
Business response
07/07/2023
**. ***************************************************** July 7, 2023
***********************************
Tampa, 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 GTL should ONLY charge $0.99 to load money, regardless of the method used, and there should be no limit per transaction. I am being charged taxes or more than .13 per minute and a $0.99 fee to load money. GTL charges a minute fee and taxes when I cannot pick up the phone and the voice mail pick up. If I must approve charges to accept a call, how can they charge when my loved one cannot leave a message? I am tired of paying taxes that violate the contact between GTL and the DOC. It is wrong and it needs to be rectified!

Upon review of the specific complaints outlined and the contract terms, ViaPath can confirm that post the initial installation, and at the request of FDC to address complaints from friends and family, a limit was added of $999.00 per transaction, which was implemented on 8/11/21.

In response to the charge for voicemails, the option to activate/deactivate this feature is available but can only be activated/deactivated by the accountholder. Voicemail lengths (1-minute, 2-minute, or 3-minute) and prices (ranging from $1.00-$3.00) vary by facility. You will be notified of options and costs when you access the Inmate Voicemail system. Costs are non-refundable and are deducted from your AdvancePay account balance. This information can be found via our website at *****************************************************************************.

Regarding the complaint around additional fees: we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate published terms and conditions and the GTL website supports the pass-through of such taxes and mandatory surcharges.

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
Customer response
07/10/2023
[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: I am being charged taxes on all calls. When I cannot answer the phone and the call goes to my voice mail, I am being charged.

Regards,

*****************************
Business response
07/12/2023
**. ********************* July 12, 2023
***************************5
Tampa, 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 to reject our initial response regarding concerns outlined with ViaPath Technologies citing that I am being charged taxes on all calls. When I cannot answer the phone and the call goes to my voice mail, I am being charged.

Upon review of the specific complaint outlined regarding taxes applied to voice mail messages, we interpret the contract to limit ancillary service charges/Fees, but the contract cannot restrict the collection of taxes and authorized or mandatory government fees and taxes. ** law requires tax on communications services (phone calls and voice mail messages) to be collected from the purchaser as a separate line item. In addition to the plain language of the contract and federal and state laws, GTL's interstate published terms and conditions and the GTL website supports the pass-through of such taxes and mandatory surcharges.

The facility in which **************** has opted to receive calls also offers the option for Friends and Family to receive voice mail messages when a call attempt is unsuccessful. This option can only be activated/deactivated by the accountholder. Voicemail lengths (1-minute, 2-minute, or 3-minute) and prices (ranging from $1.00-$3.00, plus applicable taxes and fees) vary by facility. You will be notified of options and costs when you access the Inmate Voicemail system. Costs are non-refundable and are deducted from your AdvancePay account balance. This information can be found via our website at ***********************************************************************************;

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
06/17/2023
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.
Viapath is committed to provide $0.99 to load money on our ******* Department of Corrections prisons accounts. My Loved One was moved from a private ******* prison on 7/22/21 to ************Correctional Institution, *DC prison. I called Viapath customer service on 6/15/2023 to request they change my loved ones prison from private to *DC so that we will only have to pay the $0.99 loading fee and that we would like a refund for the fees incurred from 7/22/2021 to 6/8/2023. He told me no problem and that it would take30 days and he would have to block my phone number for that period of time. This meant my loved one would not be able to call. I asked him why and was told this was company protocol for a refund. I said to forget the refund as I was not going to deny my loved one 30 days without a phone call. This is totally unfair to him and our family. He did change the prison from private to FDC so that now we will only be charged the $0.99 fee plusminutes we talk. We have spent, to the best of my ability $106.62 in fees from 7/22/21-6/8/23. After I spoke I went to my Payment History and it has been erased.I am sure Viapath has it. I am asking for a full refund for the two years. This is such a hardship for my husband and me. We are both 80 and live on a fixed income. There has been no revision or reaching out to us from Viapath.Thank you for any and all help in resolving this matter. Our account is under our email address: *******************************
Business response
06/29/2023
*** ******* ******* June 29, 2023
**** ****** **
Naples, FL *****
###-###-####
Email: *********************@*****.com

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 ViaPath is committed to providing $0.99 to load money on our ******* Department of Corrections prisons accounts. My Loved One was moved from a private ******* prison on 7/22/21 to ******* Correctional Institution, *DC prison. I called ViaPath customer service on 6/15/2023 to request they change my loved ones prison from private to FDC so that we will only have to pay the $0.99 loading fee and that we would like a refund for the fees incurred from 7/22/2021 to 6/8/2023. He told me no problem and that it would take 30 days and he would have to block my phone number for that period.This meant my loved one would not be able to call. I asked him why and was told this was company protocol for a refund. I said to forget the refund as I was not going to deny my loved one 30 days without a phone call. This is unfair to him and our family. He changed the prison from private to *DC so that now we will only be charged the $0.99 fee plus minutes we talk. We have spent, to the best of my ability, $106.62 in fees from 7/22/21-6/8/23. After I spoke, I went to my Payment History, and it had been erased. I am sure ViaPath has it. I am asking for a full refund for the two years. This is such a hardship for my husband and me. We are both 80 and live on a fixed income. There has been no revision or reaching out to us from ViaPath. Thank you for all your help in resolving this matter. Our account is under our email address: *******************************.

Upon review of the specific complaints outlined ViaPath reviewed the AdvancePay account ending in **** and confirmed a total of $153.89 in service fees and taxes for the dates referenced. Please note that Friends and Family are responsible for updating the facility via their online account or by requesting an update with Customer Service. The facility was updated as requested on 06/19/2023 and the correct fee of $0.99 was applied to the following transaction made on 06/19/2023 for $25.00. As a one-time courtesy, ViaPath deducted the $3.00 service fee including the applicable taxes and fees for 40 transactions for the dates referenced, totaling $153.89. $39.60 is what should have been the total amount charged for services fees for 40 transactions for the dates referenced. As a result of these findings, ViaPath issued a refund for the difference of $114.29. Please allow up to 30 business days to receive the refund via check to the address on file.

Attached is a copy of the transaction history for the dates referenced.

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
06/17/2023
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.
*** ripped me off for $8.28. My son called me "collect" from a facility in ********; however, I had to pay the aforementioned amount without the benefit of being able to talk with him on the phone. The line went completely dead. I called ***** customer service to inquire about a refund but was told that wasn't an option. I then requested to speak to someone in the US but was told there wasn't anyone in the US that I could speak with about this issue. Finally, a supervisor by the name of ****** came to the phone. Not only did ****** not assist me with my request, he laughed about this problem. This is the worse person to have as a supervisor when engaging with consumers. First, please STOP outsourcing jobs to people who are not physically located in United States and can't speak procient English! Second, start collecting the funds after the completion of the phone call. This way, *** can verify that a call actually took place. This is how consumers are being ripped off, and why another class action lawsuit needs to be filed. *** is a repeat offender! I'm requesting a full refund of $8.28 for the inconvenience. It's better to write a letter to your loved ones because *** is incapable of handling telephone calls. I will also make a complete with the *** and the ***** This is absolutely ridiculous!!!
Business response
06/17/2023
Dear Sir/Madam! You have reached the wrong company. You were charged by *** Connect Network. We have no relation to them. Please remove your complaint from our name. Thank you.
Business response
07/07/2023
*** *********************** July 7, 2023
**** *************
Charlotte Court House, VA *****
**************
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 ripped me off for $8.28. My son called me "collect" from a facility in ********;however, I had to pay the aforementioned amount without the benefit of being able to talk with him on the phone. The line went completely dead. I called GTL's customer service to inquire about a refund but was told that wasn't an option.I then requested to speak to someone in the ** but was told there wasn't anyone in the ** that I could speak with about this issue. Finally, a supervisor by the name of ****** came to the phone. Not only did ****** not assist me with my request, he laughed about this problem. This is the worse person to have as a supervisor when engaging with consumers. First, please STOP outsourcing jobs to people who are not physically located in the United States and can't speak proficient English! Second, start collecting the funds after the completion of the phone call. This way, *** can verify that a call actually took place. This is how consumers are being ripped off, and why another class action lawsuit needs to be filed. *** is a repeat offender! I'm requesting a full refund of $8.28 for the inconvenience. It's better to write a letter to your loved ones because GTL is incapable of handling telephone calls. I will also make a complete with the *** and the ***** This is absolutely ridiculous!!!

Upon review of the specific complaint outlined, ViaPath reviewed the Advance Pay One Call (APOC) dated 06/17/2023 and confirmed that the call lasted approximately 48 seconds, therefore a full refund of the call was issued back to the original method of payment, via credit/debit card ending in ****. Please note that the credit/debit card was initially charged a hold amount of $8.28. Upon completion/ending of the call, the charge amount was recalculated to be charged of $3.12, which has now been refunded in its entirety as requested due to the call lasting for under 1 minute. Please allow 3-7 business days to receive the credit back to the original method of payment.

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

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