ComplaintsforJail Talk Services, LLC

Long Distance Phone Service

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Initial Complaint
05/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The business was 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 *****. I originally thought I was only signing up to make an account to add money as that was advertised and all the sudden I was charged a *****. And had been trying to cancel which I couldnt get through to anyone to provide me any help. I feel like this company is scamming people and taking money simply not providing and service which happened to me.
Business response
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 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,
Support Team

Customer response
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. As long as I am refunded for the amount total as stated by the business.

Regards,

***********************
Initial Complaint
05/14/2024
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.
This company is fraudulent! They chnarged an amount without my authorization - I would have put ***** on my son's phone account but as soon as I set up the account they tried to charge me *****. My Debit card declined this transaction but now I will have to wait for the funds to be credited back. They should be held accountable for bad business practices.
Business response
05/14/2024
Dear Customer,
We failed to locate any account in our system with your email address. Please provide the following details:
- username
- last 4 digits of your card
- date of charge
- company name who charged you as appears on your statement

Best regards,
*****
Initial Complaint
05/09/2024
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.
Their website led me to believe they were a way to load money for an incarcerated friend to call. When I put my card info in, they charged me without notifying me that my card was being charged or telling me the amount. Now they wont refund me.
Business response
05/09/2024
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

Business response
05/09/2024
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

Business response
05/09/2024
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

Business response
05/09/2024
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
Initial Complaint
04/29/2024
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.
When you type in securus.com in order to set up a securus phone account it redirects you to securtel.com. they then trick you into creating a profile and entering your credit card information which you assume is just to create the profile for the legitimate (securus) business but this is not a legitimate business. They then charge your credit card without you knowing it.
Business response
04/29/2024
Dear Customer,
Our website tells you the price, who we are and what services we provide.
We are a legal company selling legal service. We offer Special Connect numbers which work with ALL facilities in *** and make your jail calls cheaper (using our numbers, you pay less to IC-solutions, GlobaltelLink, Securustech and other jail's providers).
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
04/29/2024
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.
Sign up for service on April 8th. Wrong service and cancel subscription within 15 minutes after realizing it was the wrong service. I have contacted their support team x 3 via email requesting a full refund of $45.98 with a response We have received your email and Your Support Ticket is Being Reviewed. Your Ticket Number is (6256373)Our support team is working diligent to resolve your inquiry.We Will Respond Promptly!With no resolution to this day or refund.
Business response
04/29/2024
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
Initial Complaint
04/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
04.14.2024-So like many others, I searched securus and securtel popped up first, not sure why. Clicked the link and it said make an acct. On the 2nd page it asked for cc info, thinking I was setting up an account to add money for my nephew who is incarcerated, I did it. I was notified by the fraud alert team at my bank about the charge. I immediately set about trying to cancel and receive a refund especially after I read some of the reviews on the company. I was unable to speak to them by phone. They kept trying to get me to agree that I knew what I was signing up for and would not receive a full refund. Only when I told them that I would contact the BBB and the state attorney General, I received an email stating my account would be canceled and the transaction on my card would be voided. I feel like they are taking advantage of inmates families and it should be investigated. They need to be more transparent in the fact that they are taking the money immediately.
Business response
04/15/2024
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 response
04/15/2024
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.
However, the customer should not have to click on links to read the policy. It should be more clearly stated on the website. I have read numerous reviews and I am not the only person this has happened to.

Regards,

***************************
Initial Complaint
03/18/2024
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.
March 8th 2024 I went into pay for prepaid phone service to accept calls from an incarcerated inmate. I thought I would be able to choose the amount but after they took my credit card info and name the next screen said $45.98. I didn't agree to that so I DID NOT PRESS THE SUBMIT button but immediately backed out. They charged my card anyway. I did not receive any service from them. There is no working number that you can reach them to dispute the charge. They seem to be a scam. They need to be stopped
Business response
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
03/18/2024
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.
SECURTEL is the company I am speaking about today. On their website, there is nothing stating how much anything cost upfront. My card was locked when I put in my information and then I decided to not go through with signing up for the program. So my card was declined. On Friday march 15, 2024 I cut on my bank card to make a payment on a bill. As soon as I cut my card on, they charged me $49.98. It was a complete unauthorized charge and I did not sign up for the program now they are stating that they can only give me back $31 because theres a $14.99 processing fee. I have not used the service I called and emailed them the same day the transaction happened asking for a refund. Instead of trying to give me my refund they kept trying to persuade me to try out their company to stay with them I refused. I looked up reviews on them and they have scammed other people in the same way. You cannot charge people for something when theres no pricing upfront. Also when I did fill out the form to sign up with this company, nothing stated that I was going to be charged right then and there $49.99. There wasnt even a confirmation number or a question. Are you sure you want to make this payment or if they have this permission to take this Payment. They made their name entirely too close to another website so that they can scam people if they are gullible enough to click on it, which I was gullible enough to do so. This company should no longer be open. It should be shut down. There is no positive reviews and theyre just taking people money. Even people that have attempted to use the service cannot use the service at all and they charge way more. I never authorize this payment in the first place and I stopped the process of signing up and they still charge me. They do not state their price upfront on their website
Business response
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
03/11/2024
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.
I paid this company $45.98 Sectel *** for inmate calls on February 29th 2024 for my son to be able to make phone calls to me but when he was to be transferred to another location I called the company and informed them of this and asked them for a refund they told me that I was given a personal phone number so I was only going to be charged $14.99 and be returned $31.00 back on my credit card within 3-5 business days. I still havent received anything as of yet as its been over 11 days now. And there is no phone number to call them back.
Business response
03/11/2024
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,
*****
Customer response
03/12/2024
Complaint: 21417378

I am rejecting this response because:
I was supposed to receive $31.00 back to my credit card NOT $14.00! The $14.00 was the amount that I was told was the fee they charged for the personal telephone number that they gave each person who signed up for their service and it was non-refundable. But the remaining balance was due me:$31.00!! ( pls delete the file sent- it was done in error)
Regards,

***********************************
Business response
03/12/2024
Dear Customer,
Please check your statement closer. We only settled $14.99 instead of $45.99 and therefore we refunded $14.99 back which is a full refund in your case.
Initial Complaint
03/11/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Money was taken unauthorized by SectelUS for phone time to be used by my incarcerated son. I was trying to find which phone service was connected to his location. I did not order ask for or want this service. It was taken out of my bank account without any authorization. I live on a very limited income and can not afford this ********************************* *********************** ************
Business response
03/11/2024
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,
******
Customer response
03/11/2024
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.

Regards,

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

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