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:07/19/2023

  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 7/8/2023 I was attempting to sign up for phone services with securus however securtel came up I put in my information as it states along with your credit card information I did that thinking it was only to sign up.. no terms and came up to check once done it said I had a membership for 3 months for message cards of some sort I checked my account **************************** and they charged me *****.. I immediately requested a refund and to cancel the services they said it would be reviewed in 48 hours and refunded per my bank refund policy as of today 7/29/2023 I have not been refunded anything and every time I contact them they continue to ask me to change my mind and keep the services I continue to ask for a refund when I call they just email back instead of calling now they are saying they are only going to refund ***** cause the ***** is kept for processing per theirs terms I didnt even get to review the terms so I went back on the site that this happened on and the terms are prechecked so if you put your info in quickly or accidentally press the submit button its going to charge you and it appears you accepted the terms because its prechecked and preset up for you to be immediately charged its a sales trap to keep ***** even if you dont want the services I was under the impression that I was registering my account and once I chose a service which I did not then they would charge the account as every other online service operates but that was not the case and this service was misrepresented as phone service and its a messaging service to send emails and change a number for an inmate to call.. all we was wanting to do was set up an account to receive calls from our family member.

  Business Response

  Date: 07/19/2023

  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.

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, May 25, 2023, I opened an account with **********************, better known as Global Tel, NOT to be confused with GTL (Global Tel Link). Their sales pitch on the website sounds good; talking about the high cost of inmate phone calls and the financial strain it puts on the families and so onThey talk a good game; talk about saving soo much money by using their services, but what the average consumer doesnt learn, until its too late, is the $45.99 youre paying ISNT for a phone service plan/stored minutes provider. No, what you are paying for is an ABSOLUTELY UNNECESSARY special, local to the facility, number to purportedly save you HUNDREDS of dollars since the local number assigned to you gets you cheaper calling rates (per minute). But the fact is, most times, its the facility that sets the price of the rate per minute, regardless of your area code!! Not only that, but once you have your new special (Im-gonna-save-you-so-much-money) phone number you STILL have to set the number up with a phone service provider, like GTL, and put money on THAT number in your account!! So, in actually, youre paying TWICE, to communicate with your loved one in jail!! How is THAT saving HUNDREDS of dollars for people who probably cant afford it!!The other issue, that further lends credibility of this being a fraudulent company, is the fact that you can not even sign up for their services UNLESS you make an UNAUTHORIZED, UNCONFIRMED payment of $45.99!! Just to open an account?!? How is that LEGAL?!? How has the *** not shut these people down?? Or at least have a CA lawsuit against these criminals who participate in deceptive business practices, false advertisement, and REFUSE to give FULL refunds???This company needs to be shut down immediately and their business needs to be made an example of by the ***. LOTS of fines need to be hefted onto these people and their company and scam companies like them need to be shut down!! Permanently!!

  Business Response

  Date: 05/26/2023

  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 **********************'s calls and mitigate the high cost of calls completed for the Big Monopolies in Jail Call System.
  Your account has been cancelled and the charge has been fully voided. 

• Initial Complaint

  Date:12/25/2022

  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.

  When I signed up for this service I thought I was paying in advance for my daughter to call from detention facility, it is actually a scam that does nothing except charge your card $45

  Business Response

  Date: 12/26/2022

  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 **********************'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:11/11/2022

  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.

  My husband who is a 100% service connected veteran and was incarcerated for a night in *********** ************** County Jail and I was in the process of trying to put money on my telephone so I could be in contact with him I went to the alleged site which they used a false name where I later found out it's a gaming company under a total different name after they charged me the $45.98 for a supposed number so my husband can get in contact with me I soon came to find out it was for a year subscription to a online game which I didn't find out or was never notified until I complain through an email and what makes the situation worse is our household is struggling financially right now so I had to borrow the money from a family friend and they promised it was only supposed to be $30 and they took $45.98 which he did not have in his account so he was charged a bank fee which I had to pay back in cash overall around $75 and on top of the money I still wasn't able to be contacting my husband who like I said is a physically disabled 100% service connected veteran overall this company not only hurt us financially but emotionally because his PTSD is very intense and not being able to hear from his children or me put him in a dark depression which brought on Suicidal Tendencies which he was admitted to a psychiatric **** after being bonded out so this scam not only affected one person but it affected numerous people in my family and my friends all for a lousy $46 it wouldn't be a big deal but the total disrespect they showed me and my family and the disrespect I feel towards their country I just feel people like this that take advantage of this country is Veterans who protect the country and protect them is astonishing I'm very upset luckily my husband is recovering but just because of someone's selfishness it could have been much worse to the point where this country could have lost a veteran of are our us. military due to a selfish money hungry company

  Business Response

  Date: 11/11/2022

  Full refund was issued

   

  *****

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18392081
  
  I am rejecting this response because: it was disputed by the bank and they refunded it while they investigate it and the case is still ongoing also the bank charged a late fee because of a false fee so i had to pay the late fee and the ***** back until the case is resolved through the bank 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/16/2022

  A full refund was issued on 11/11 for $45.98

  That is a complete refund, no ther refund amount is due.

   

  *****

   

• Initial Complaint

  Date:10/12/2022

  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.

  Date of incident10/10/22 Bank Account improperly charged ***** I was searching for global tel link and logged into GlobalTel.com under the impression that it was global tel link which I came to find out, the correct website for global tel link is connectnetwork.com. to set up an account that would allow me to receive calls from a particular inmate in a **************** prison. GlobalTel does not provide the services I needed to accept calls from my loved one. There is a unfair similarity between Globaltel and Globaltel link. The name, service provided and functionality of the two websites/providers are extremely similar. Globaltel is deceiving, intentionally preying on people who are facing an unknown situation (locating the correct service required by the loved ones place of incarceration), and most importantly assessing charges at the create an account process. This is deceiving because legitimate sites that are not attempting to prey on unsuspecting users will always allow a user to select and approve of the service before being charged. There is no ****** obvious way to know that you will be charged $***** by simply signing up or creating an account. I attempted to call this company and my calls continue to be unanswered. I have requested a credit online but it is unclear if this is a formal refund request.

  Business Response

  Date: 10/13/2022

  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 **********************'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.