Complaints

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:05/28/2024

  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.

  Originally I was only trying to set up an account to add money to an inmates phone to call me as needed. The business is supposed to provide me with 3 months of calls which I did not receive. In their website they advise you can cancel online which you cant do and they also do not answer calls at all as I have called for a week at different times and got through to no one and when I tried to reach them through email I was brought to a 404 error url page. The date of the transaction was 4/23/2024 and I paid *****. This company advertises itself to confuse people into signing up. I was only trying to open account so I can add money accordingly as needed not pay ***** and not get any services rendered. When I received the call from the inmate it gives a name that sounds like this so it confuses people and allows them to steal money from peoples account. And doesnt give them a way to cancel this. At this point *** made multiple attempts to reach out to this company to have them right the wrongs with no answer or remorse.

  Business Response

  Date: 05/29/2024

  Dear Customer,
  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,
  Support Team
  
  

  Customer Answer

  Date: 05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be okay with the resolution even though the company really needs to re-evaluate its customer satisfaction, service, and ability to contact their business regarding these types of issues. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/11/2024

  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.

  The company is misleading and is purposely named closely to a legit business. The company charged me for a service that was meant to be paid to the legit business with similar names. This company does not provide what they stated on their website. When I asked for a refund bc they were not the correct company, they denied my refund request and told me to figure it out with my credit card company.

  Business Response

  Date: 05/11/2024

  Dear Customer,

  Our website tells you the price, who we are and what services we provide.

  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.

  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,
  

  ******

• Initial Complaint

  Date:03/23/2024

  Type:Billing 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 March 31st of this year I was charged an unauthorized payment of $45.98 from my PayPal Account. I have no use for this service and want my money back due to this fraudulent charge. Below is the tracking number. 4SF99020UD164981N

  Business Response

  Date: 03/23/2024

  Dear Customer,
  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,
  Princess

• Initial Complaint

  Date:03/22/2024

  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.

  On March 20, 2024, I was attempting to start a prison phone call account with **************** Link. I accidently started an account with Global Tel. They charged my debit card $45.99. By the next day, I realized that this wasn't the correct thing and emailed support on March 21 to cancel my account and refund my money. In response, I got a sales pitch. I emailed back on March 21, 2024 and said I wanted to cancel my account and get a refund. The second response was also another sales pitch with no cancellation. I attempted to call the company twice, but nobody was answering after extended wait times. I emailed again today, March 22, stating I did not want a sales pitch, I wanted my account cancelled and my money refunded immediately. I received a response today stating they would refund $31 of the $45.99 and I could use the rest on their postcards per their terms and conditions. This company deliberately uses a name very similar to Global Tel Link in order to confuse people. When people realize it's the wrong thing, the company still makes money by not refunding when a mistake is made. I never used ************ services and requested a refund within 24 hours. They've shown they are not interested in correcting the situation in a satisfactory manner. I just want all my money back and my account to be closed so that my name is no longer attached to an account.

  Business Response

  Date: 03/22/2024

  Dear Customer,

  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,

  *****

• Initial Complaint

  Date:03/18/2024

  Type:Customer Service 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.

  Got a call from an inmate (my sister) from jail. The recording said to set up a payment to talk to her dial a # or visit the website. I press the wrong # so it hung up on me so I searched online the first one to pop up was GlobalTel (jail calls) me being rushed to set up an account I was miss lead and they charged me $45 dollars without telling me the amount first. Then I revived a email asking to give the inmate a number to call then that number calls me on my phone. It sounded like I got scammed so I checked and waited for the jail call and asked me to deposit to talk. Of corse I was scammed went on the page called the customer service and it basically said this is not global tel link. to talk to a rep or have questions please call back. I was feeling like I just got robbed. I emailed them and they sent the same congratulations heres your number . They trick people in a time of craziness and hard times. They wont give me back my money $45 for what? I cant believe its still up and running. This is crazy

  Business Response

  Date: 03/18/2024

  Dear Customer,

  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,

  ******

• Initial Complaint

  Date:02/23/2024

  Type:Order 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.

  A family member had been arrested and sent to Marion County Jail. I thought I was going to need a way to communicate. Feb. 2,2024 I applied for the ********* service. $29.98 + $16.00 tax = $45.98.I explained I couldnt figure their instructions out and my family member was no longer under that countys jurisdiction. I did text Securtel and explained I never registered or used their services and wanted a refund.

  Business Response

  Date: 02/23/2024

  Dear Customer,

  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.

  
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,

  ******

  Customer Answer

  Date: 02/24/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/20/2024

  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.

  This company owns global tel and Global Tel fraudulently took my money. They scammed me and they scammed so many other. Now they are refusing to give me my money back. When you type in Global Tel Link in ****** their sponsored link pops up first. When you click the link it is not go to the homepage describing the service. The link takes you to a page to create a profile and a username with them. I tried to upload the screen record from the beginning to the end of the process including the emails. When you go to the very first page it asks you where your loved one is at and at the very bottom it says something about terms and conditions which is pre- clicked and pre-checkmarked so that the customer never actually has to click on terms and conditions or click that they acknowledge the terms and conditions because the company does that for them. Then you go to the next page it asks for all of your information including the credit card that they will store on file to put money on the phone for your loved one, you then type in your username and password that you want and hit create profile. As soon as you hit create profile you get hit with an email stating your charge of $49.95 has went through and now you will have a special calling number for your inmate but it never tells you about their service from the link you click to where you click create profile. When you call to talk to them about the unauthorized charges it says press 9 to talk about unauthorized charges as soon as you press that button it doesn't even ring it just says we're sorry due to high call volume we are unable to answer your call. Then on the website it states if you cancel the service you will receive everything back but a $14.95 service charge! I contacted them via email a total of about 20 times now and they told me that they are refusing to refund me. My bank card had to be canceled and I had to order a new one my bank says that they are red flagged for fraudulent activity.I WANT A REFUND.

  Business Response

  Date: 02/21/2024

  Dear Customer,
  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,
  Princess
  
  

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21322367
  
  I am rejecting this response because: it's absolutely ridiculous that for days I went back and forth with your customer service agents and they denied me a refund. They were very rude and I had to get your attention by posting on BBB accreditation. You need to make it where people have to click that they have read the terms and conditions so you're not scamming people. But then again if you unclick the terms and conditions and made it where people had to look at them before they made their profile then you wouldn't be making any money would you? Your website is a scam, you should at least have your sponsored link take people to your home page that describes the service and it is not common knowledge that when you create a profile that it's going to charge you $50. Creating a profile is creating your name address and Etc with a company not buying a service. In no way shape or form does it say click to buy service or your card is about to be charged $50 do you want to proceed? Good thing that *********** media coverage cares about the public because I've brought all of this to their attention and they've agreed to do a story on it. I want people to beware of the scam that you're running and beware that it's very misleading. Good luck after the story airs the publicity is going to be great for your company :-)
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2024

  Dear Customer

  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled and refunded. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,
  Princess

   

  Business Response

  Date: 02/22/2024

  Dear Customer

  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled and refunded. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,
  Princess

   

• Initial Complaint

  Date:12/13/2023

  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.

  On 12-09-2023 I purchased inmate calling time to be able to talk to a loved one incarcerated. It never gave me prices it just took $48.95 out my account. This was **********************. They said to give this special number they gave me to my loved one and they would be able to call unlimited for 3 months. It also said said I had to register the special number. When I clicked to register the number secures technologies popped up. This is a different company. I called secures technologies who said they had nothing to do with securtel but did provide me a number for securtel. Upon call securtel I was on hold for 2 hours. Never did talk to anybody so I started emailing securtel support and was told to register the number with another company globaltel. Upon trying that this company didn't do the ***************** and that where me and my loved one are so I asked for a refund. I was told threw email from securtel support after being harassed to not stop the service that I can't even get, that they're gonna keep $14.99 of my money for this special phone number that I can't even use and have not used. It's been an argument back and forth about this. I never used their service this special number or anything else they have to offer. They don't even do my state so why am I paying for a number I never used and can't use. I want all of my money back. All $45.98 of it.

  Business Response

  Date: 12/13/2023

  Dear Customer,
  
  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  
  Regards,
  Princess
  

• Initial Complaint

  Date:11/24/2023

  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.

  This company immediately took money off my card without asking. Does not show you the terms and conditions before taking out your money. Refuses to give full refunds as they state it is in the terms and conditions that they have a non-refundable fee of *****. They fail to tell you; you have to purchase another service from another company to use their services. This company is ripping people off and cheating people out of money. I highly recommend this business be looked into. The total taken off my card was ***** and they will only refund me ***** and want me to agree to more terms and conditions to receive that refund.

  Business Response

  Date: 11/25/2023

  Dear Customer,
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.
  

• Initial Complaint

  Date:08/30/2023

  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.

  My sister is an inmate in a county jail. She requested store items. I didn't know how to go about getting them to her but an employee informed me to go to "commisarydeposit.com". I did as instructed. There were 3 options, to which I selected the bottom option that led me to believe if I entered my information, I would then be able to select items to purchase for my sister. That's not what happened. I thought I agreed to the terms and conditions to be able to shop the jail store, but this crooked business has infiltrated this website and it immediately charged my card $45.99. I called minutes after. I asked for them to cancel the transaction, and refund my money as I didn't opt to purchase anything phone related. The representative stated they would return all but $14.99. I asked who the owner of the company was, she refused to give me that information. I literally called less than 3 minutes after the charge hit my card and I was able to locate the number to the company. I called cash app to try and get them to stop payment as well. People should be warned and this company should be held accountable for stealing peoples money. That agreement people think it's to gain access to the jail store, they use it as a CYA to be able to keep the $14.99, no doubt that's how this company profits. It's unacceptable.

  Business Response

  Date: 08/30/2023

  Dear Customer,
  Our website tells you the price, who we are and what services we provide.
  We offer a service that really helps Customer, nationwide, to save on inmate's calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled with full refund. Please note that it can take your bank up to 5-7 business days to show the refund details in your online statement.