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Business Profile

Telecommunications

Global-tel LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 99 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Complete scam - not even affiliated with the prison system! $49.99 charge to set up an account and am unable to get a refund when I contact them. Do not get this company confused with GTL! You can even see by the responses on this page that the business is generic and has had basically the same response, regardless of them taking advantage of vulnerable families and having an almost identical name to the actual service they are trying to use.

    Business Response

    Date: 07/24/2025

    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,

    Globaltel Support

    Customer Answer

    Date: 07/25/2025

     
    Complaint: 23645824

    I am rejecting this response because: I have not received a refund. A refund appeared to be issued but was then cancelled on their end. They have made their name sound like the actual service, with is GlobalTel Link, but they are not the true service provider.

    Sincerely,

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

    Customer Answer

    Date: 07/28/2025

    Globel-tel did issue a refund on 7/25, there was a glitch with my bank not showing the refund processing. Thank you.

    Business Response

    Date: 07/28/2025

    Dear Customer, 

    We successfully processed the refund back to your account on 7/24/2025. We recommend contacting your bank to address the issue youre encountering. 

    Regards, 

    Globaltel Support

    Customer Answer

    Date: 07/28/2025

     
    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:06/23/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Hello, ************ has been EXTREMELY difficult when It comes to money transactions to inmates. I have made 4 CASH deposits to their Kiosk (TLP-50222) at the facility (prison).1st transaction on 5/17/25, 8:19pm for $71.00. Transaction # ******** and the confirmation # is F51F1840.2nd transaction on 5/18/25, 2:15pm for $71.00 transaction # ********, confirmation # is 574CC328. 3rd transaction on 5/20/25 6:35pm for $71.00. Transaction # ******** and the confirmation # is C9FA94DC.The transaction made on 5/20/25 for $124.00 was processed.Its been over a month and 3 transactions haven't been deposited to the inmates commissary account. Therefore, her nutrition isn't being treated as a priority.

    Business Response

    Date: 06/24/2025

    Good morning!

    We don't put money.

    We offer a 3-month plan for $49.99 which includes postcards and a Special Connect Number.
    We help inmates stay connected with their families. We provide low-cost jail call services, meaning inmates can communicate with their loved ones at a lower cost. Our rates are much cheaper than the jail phone provider, so that you can save money on jail calls.

    Regards,
    Support Team

    Customer Answer

    Date: 06/29/2025

    I dont understand, to be quite honest. 

    As you can see on the receipt that I attached, all the information of the "business" that I have an issue with payments. Phone number and location.

    Customer Answer

    Date: 07/02/2025

     
    Date Sent: 6/29/2025 6:44:47 PM
    I dont understand, to be quite honest. 

    As you can see on the receipt that I attached, all the information of the "business" that I have an issue with payments. Phone number and location.

    Business Response

    Date: 07/02/2025

    Dear Customer, 

    We are not GTL and we are not affiliated with them. 

    Also, we don't offer service for loading funds to inmates account. We are a company who provides a Special Connect Jail Phone Number to help reducing the cost of a jail phone provider such as GTL-link (ConnectNetwork), ***********, IC-solutions, etc.

    Regards,

    Globaltel Support

  • Initial Complaint

    Date:06/15/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I Paid exactly $8 on Tuesday too be able too video message loved ones on father's day . Tel mate denies any payment in the system despite it being on my bank statement. They put a missing form for me too sign promising too resolve within ***** hours and it's been over 5 days as a result I can not contact my loved ones on father's day nor get in communication

    Business Response

    Date: 06/15/2025

    Hello!

    You have contacted us by mistake. We are not ************************ and we do not charge $8.

    We are a company who provides a 3-month plan of Special Connect Jail Phone Number that helps reduce the cost of jail phone providers such as GTL-link (ConnectNetwork), Securustech, IC-solutions, etc.  It also includes postcards where you can send up to 96 of your own photos to your inmate.

    Regards,
    Support Team

    Customer Answer

    Date: 06/16/2025

     
    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:05/05/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    ************ is deceptive, ************ is using deceptive tactics to prey on vulnerable families trying to connect with their families, communication companies that have contracts with local jails dont change in advance , you pay as you go. I live local and have a local number , why would I pay for a local phone number and then I was offered $30 refund which I refused, I would like my full refund and my account deleted along with deleting all my financial and personal info . This an imposter company with deceptive practices to look like a legitimate contracted company, Global Tel Link, this company advertises with similar likeness and nowhere says a $49.99 will be charged, this company lacks transparency.

    Business Response

    Date: 05/06/2025

    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 voided. 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: 05/06/2025

    This is response to Global Tel ******** I would like to that the full refund of $49.99 will be refunded. I want full refund and I strong suggestion you change your name because your company has the same name as an official company that contracts with Prisons and county jails and as demonstrated by the amount of complaints and legal actions that yiur name hasnt been changed already and to out the amount charges out from on your main page. Please confirm, the full amount will be refunded and never charged again.

    Customer Answer

    Date: 05/09/2025

    Date Sent: 5/6/2025 2:49:11 PM
    This is response to Global Tel *******, I would like to that the full refund of $49.99 will be refunded. I want full refund and I strong suggestion you change your name because your company has the same name as an official company that contracts with Prisons and county jails and as demonstrated by the amount of complaints and legal actions that yiur name hasnt been changed already and to out the amount charges out from on your main page. Please confirm, the full amount will be refunded and never charged again.

    Business Response

    Date: 05/09/2025

    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 voided. 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: 05/09/2025

     
    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:05/03/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 May 2, 2025, I browsed the website using Bing for Global Tel Link I instead received Global Tel. Assuming this was the correct company I proceeded to set up an account. However ********************** isn't affiliated with Global Tel Link, so I instantly contact Global Tel via phone to inform them of the error. The phone number provided on the website is just a recording informing you to email their support. It's no toll-free number listed on their website either. I've been emailing Global Tel for the last 12 hours of making the account in error. I'm attaching copies of the generic emails I keep receiving from them trying to get me to stay with their service. Once I accuse them of being a SCAM is when I get a regular response. I don't understand how they have all the facilities in the state of MD listed on their website and how they automatically charge $49.99 to set up an account. The other jail/prison facilities allow the consumer to add a lesser amount, and they don't make you enter your card number to set up an account. I wasn't authorizing anything I was merely setting up an account. ********************** charged me for a service I don't need or want. My loved one isn't incarcerated, and I don't need their service. I've been asking for a refund the entire time. Global Tel now have my personal information to sell, and I have to replace my debit card also.This company is clearly SCAMMING consumers by having the same name as a replicable company that provide services to the prison/jail system. I'm disabled and receive monthly disability income; I don't have money to just give away. I shouldn't have to pay them to cancel my account when I was clearly under the impression that I was setting up an account not paying for a service.

    Business Response

    Date: 05/03/2025

    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 already been cancelled and voided. 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: 05/06/2025

     
    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:04/19/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    I wish I had the reviews before putting my purchase through. I did find it very strange they did not ask how many minutes or any questions

    Business Response

    Date: 04/20/2025

    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

  • Initial Complaint

    Date:04/08/2025

    Type:Product Issues
    Status:
    Resolved
    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 Service is a COMPLETE SCAM!! They use their Globaltel name brand to confuse customers that it somehow has connections with GTL. They have every single facility nationwide to choose from to provide their service. Which is complete bs because half or most of those facilities have no connections with the phone providers they tell you register your number with. My facility used Regent ******* I have email them a million times, called customer service they hang up on me, I paid $49 to a service that I cannot use what so ever. My argument is why is their website the ONLY website that's *** approved that has every facility on there to choose from to purchase their service. Other companies only have select facilities due to them being the ONLY FACILITIES THEY HAVE CONNECTIONS WITH. I have reported their service. When I initially signed up I did read the terms and they stated I can cancel anytime. Now that I have a subscription with them the terms and conditions say they are not responsible for refunds unless it's a special matter and to email them. I get the same response which is an automated response. These people are taking our money we are sending to be in commute with government facilities. This is not ok. DO NOT PURCHASE WITH ************************** AND YES THAT WEBSITE IS 100% COMPLETELY DIFFERENT FROM ******* (GLOBALTELLINK/GETTINGOUT/ADVANCEPAY) I want answers as to why my facility was an option for me to purchase a membership. I want a refund

    Business Response

    Date: 04/08/2025

    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: 04/09/2025

     
    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:04/02/2025

    Type:Product Issues
    Status:
    Answered
    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 masquerades as Global Tel Link. They do not tell you that they are a different company and that the inmate will have to have a separate telephone to call you. They do not ask you how much money you want to add. They automatically deducted $49.99 without my permission. I wanted to add only $25,00. When the person tried to call me they were unable to get through. I called the company and they said they have a refund policy of charging $19.99. How lucrative and convenient for them. They should be put out of business. I am extremely upset at being duped. It remains to be seen if I get any of the funds returned. This is definitely a bait n switch on their part. They can't get business on their own so they are duping people. I don't see how they stay in business.

    Business Response

    Date: 04/02/2025

    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,

    Globaltel Support Team


  • Initial Complaint

    Date:02/26/2025

    Type:Billing Issues
    Status:
    Resolved
    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 is a scam as everyone else has posted. Created the account today. Got a call and still had to pay for the call. Charged me $49.99 right off the bat to simply create the account? Since Im clearly not getting what I paid for. Called the number and of course no answer.

    Business Response

    Date: 02/27/2025

    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: 03/12/2025

     
    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:02/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Gtl app is useless. **************** is impossible to get ahold of. I have called every day. Waiting on hold for up to 3 hours. 4 times being on hold for over 3 hours hold service ends call. It's been 4 months. I've deposited money that they have taken from me. I have not been able to contact my loved one. I cannot believe this is happening. Why does the prison service still use this?

    Business Response

    Date: 02/26/2025

    Dear Customer,

    We are not GTL nor affiliated with them.  We are two different companies offering different services.

    Our only service is the 3-month plan of Special Connect Number that gives discount to your inmate calls to up to 80%.  It doesn't include minutes or phone times.  When your inmate dials that Special number, it will ring to your phone and will be charged at a local rate instead of long distance rate.  Therefore giving you more minutes to your phone calls.  It also includes **************** where you can send up to 96 of your own photos to your inmate.

    Regards,
    Support Team

Global-tel LLC is NOT a BBB Accredited Business.

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