Failed to clarify how very expensive their service is and was rude on the phone. I asked for an email conformation after reasonable time; still none.
As a Christian church mentor I must communicate with my inmate. My inmate changed jails to one that my other company does not serve, so I switched to NCIC. On May 6, 2014, I opened an "account" with NCIC online, expecting an email or other conformation. Even after calling them and their saying to recheck my email, as of May 9, I still have received no communication via website, email or otherwise. My initial payment to NCIC was $20 using my Debit Card, on May 6. This included a fee of $4.95 plus tax, leaving me with a balance of $13.56. I proceeded by making that phone call I mentioned above, to get some idea of the cost per minute or per call, so I'd know how to budget. It was during this conversation with NCIC, that the operator very rudely told me that they can provide no such information, nor even a ball-park figure. They said I "must be talking to the inmate FIRST in order to find out the cost". Feeling degraded by the operator's verbal treatment, but not knowing what else to do, I decided to wait until my inmate called my number. I figured it may cost about the same as at the last jail, or maybe a bit more, in which I used the other company...$1.50 per 15 minutes. When my inmate called me on May 8, accepted her call when the message prompted me to push "1". We talked for 10 minutes. The next day she called me, to give me the information I needed to meet with the judge about her entering long-term Christian rehab. ONLY THE CALL WOULD NOT GO THROUGH, BECAUSE NCIC HAD CHARGED ME $11.00 for that ONE 10-MINUTE CALL! "Insufficient funds" the message said..."Please add more money". So my complain is three-fold. NCIC provides no statement of account-opening or communication. At least one of their representatives is cold and rude with the customer. NCIC gives no idea of rates. The company's automated first sentence after the phone rings when the inmate calls is "press 1" to accept the prepaid call. One naturally presses 1. As far as I know I have no account with the company. $20 for one 10-minute phone call without communicating even an estimate, is TOTALLY UNACCEPTABLE. Thank you for hearing me out. I have never filed a complaint until today.
I am seeking a refund of the total $20. NCIC failed to communicate, provide a statement or even confirm my account in any way. The customer service representative was totally rude AND did not follow through with her statement and send an email. NCIC refuses to give even an estimate of the cost to talk to an inmate after they have your money. The company has ridiculously expensive rates. No fair communication happens on the phone when the inmate calls the payer's #, because the first statement is "to accept this prepaid call, press one now". (I may never know if a price quote is given, unless I decide I must use their services again...?) IN ADDITION to a full refund, and REGARDLESS OF WHETHER OR NOT I GET A REFUND, I request the company be up-front and fair with their customers. The website needs to provide clear information of rates to their customers, online account communication, and simple instructions such as to WAIT FOR FURTHER INFORMATION AFTER YOUR INMATE CALLS YOU before pressing 1, This is my first complaint ever filed and I hope to not have to do it again! Thank you BBB... from a sincere consumer.
We have researched customer's complaint concerning rates for calls. We are issuing the customer a refund in the amount of $20.
This customer should receive this refund in 5-7 working days.
NCIC Inmate Services