Business Profile

Communications

ViaPath Technologies

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for ViaPath Technologies's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

722 total complaints in the last 3 years.
162 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.

Initial Complaint
Date:06/20/2025
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.
I have nearly $50 remaining in my GettingOut (Telmate) account from when I was communicating with an inmate who is no longer in custody. Ive been trying to request a refund, but there is absolutely no way to reach customer support. Their ********************** claims they offer 24/7 service with a 30-second hold time, but Ive spent hours on hold with no answer, and their request a callback option never results in an actual *********** make matters worse, Ive recently had ongoing problems logging into or recovering my account. Ive tried multiple times but eventually gave up because it became impossible to even access my information. Still, I know for a fact there was money left in the account, and I should be refunded.Their platform is misleading and feels like a dead end once theyve taken your money. There is no online refund option, and they make it nearly impossible to resolve anything.
Business Response
Date: 07/11/2025
Ms. *********** Burns July 11, 2025
************************
******,** *****
**************
Email: ********************

c/o BBB of ******************* & ********************

RE: *********** ***** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ***** ***** contacted the BBB of ******************* & Eastern Pennsylvania citing that I have nearly $50 remaining in my GettingOut (Telmate) account from when I was communicating with an inmate who is no longer in custody. Ive been trying to request a refund, but there is absolutely no way to reach customer support. Their ********************** claims they offer 24/7 service with a 30-second hold time, but Ive spent hours on hold with no answer, and their request a callback option never results in an actual callback. To make matters worse,*** recently had ongoing problems logging into or recovering my account. Ive tried multiple times but eventually gave up because it became impossible to even access my information. Still, I know for a fact there was money left in the account, and I should be refunded. Their platform is misleading and feels like a dead end once theyve taken your money. There is no online refund option, and they make it nearly impossible to resolve anything.

Thank you for bringing this matter to our attention and for your patience throughout the refund process.

Upon reviewing your account, we can confirm that the remaining balance of $37.50 has been refunded as requested to your original method of payment ending in 2242.Please allow 35 business days for the credit to reflect, depending on your financial institutions processing timelines.

We sincerely apologize for the delay and the difficulties you encountered while attempting to access support. We understand the frustration caused by extended hold times, unresponsive systems, and login challenges. Your experience does not reflect the level of service we strive to provide, and your feedback has been noted for further review and improvement.

Should you have any additional questions or require further assistance, please do not hesitate to contact us. We remain committed to resolving issues promptly and enhancing our customer support channels to better serve all users. Considering the explanation outlined, we anticipate that this will close this complaint.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Customer Answer
Date: 07/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
They issued me the refund I deserved. Thank you for your help.
Regards,

***** *****
Initial Complaint
Date:06/16/2025
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.
I did a visit with GTL video visit with my son December 29 or the 26th ************************************************************************************************************************************** but I can see him or he said that he not hear me Too I called the number that they gave me and he said that the money was going to go back onto my car but when I get to the right number what was today? It happened to me again for Fathers Day. She said it was no work show that I called so apparently theygave me the wrong number and I talked to the wrong representative. She said she couldnt refund me because Ive been way over ********************************************************************* the wrong number but I follow up calling him looking for my money should berefunded and never got refunded. I dont think thats fair due to the fact that I didnt get a video visit so Im reaching out to guys for help because that visit was 3027 that never got refunded back to my card.
Business Response
Date: 07/09/2025
Ms. ************ Shang July 9, 2025
******************************************************************
****************
Email:**************************************

c/o BBB of ******************* & ********************

RE: ************ ***** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ****** ***** reached out to the BBB of ******************* & Eastern Pennsylvania citing that I did a visit with GTL video visit with my son December 29 or the 26th *************************************************************************************************************************************** but I can see him or he said that he not hear me Too I called the number that they gave me and he said that the money was going to go back onto my car but when I get to the right number what was today?It happened to me again on Fathers Day. She said it was no work show that I called so apparently, they gave me the wrong number, and I talked to the wrong representative. She said she couldnt refund me because Ive been away over ********************************************************************* the wrong number,but I followed up calling him looking for my money to be refunded and never got refunded. I dont think thats fair because I didnt get a video visit so Im reaching out to guys for help because that visit was 3027 that never got refunded back to my card.

Upon reviewing the complaint and the concerns outlined, ViaPath acknowledges your concerns and appreciates the opportunity to clarify. As previously explained by our customer service representative, we are unable to review or process a refund for the visit in question, as the request was submitted outside the 30-day timeframe. Unfortunately, refund requests submitted beyond this period are considered expired and cannot be reviewed.

For future reference, please ensure that any refund requests are submitted within 30 days of the scheduled visit. When submitting a request, be sure to include the Visit ID number, facility name, and the date and time of the visit to help us process your inquiry more efficiently.

Additionally,please note that if a facility cancels a scheduled visit, a full refund is automatically processed and typically issued within 710 business days.

Please know that customer experience is a priority, and we continuously strive to identify and address issues that affect the quality and usability of these services. Your input regarding system performance, access to features, and customer service interactions has been noted and will be shared with the appropriate teams for further review.

We regret that Ms. ***** has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Customer Answer
Date: 07/11/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23474867

I am rejecting this response because:

Regards,

****** *****
Initial Complaint
Date:06/04/2025
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.
I filled out several "request refund" forms to this company. They finally answered (after several months) and said they couldn't issue refunds through their form and that I needed to call them. On 6/3/2025 I called them, talked to ****, and gave him all the information he said he needed. THEN he asked the date of the last phone call, which was almost a year ago (also no record of the date) and the date of the last deposit I made. Neither the app nor website show the dates of my deposits. **** then said he couldn't help me unless I had the specific dates. This is not a lot of money, but I feel that they never intended to give me a refund. It seemed as though they kept changing the rules as we went along until they came up with something they knew I couldn't answer.
Business Response
Date: 06/17/2025
Ms. *********** Baetz June 17, 2025
*********************
********,** *****
****************
Email:**************************

c/o BBB of ******************* & ********************

RE: *********** ***** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ***** ***** reached out to the BBB of ******************* & Eastern Pennsylvania citing that I filled out several "request refund" forms to this company. They finally answered (after several months) and said they couldn't issue refunds through their form and that I needed to call them. On 6/3/2025 I called them, talked to ****, and gave him all the information he said he needed. THEN he asked the date of the last phone call, which was almost a year ago (also no record of the date) and the date of the last deposit I made. Neither the app nor website show the dates of my deposits. **** then said he couldn't help me unless I had the specific dates. This is not a lot of money, but I feel that they never intended to give me a refund. It appears they kept changing the rules as we went along until they came up with something they knew I couldn't answer.

ViaPath acknowledges receipt of your concerns regarding the recent refund requests for the following prepaid Advance Pay phone accounts:

********** $8.88

777874182 $9.22

********** $10.72

********** $10.00

In accordance with your request, the refunds have been approved and will be issued by check to the address currently on file. Please allow approximately 8 to 10 weeks for delivery.

We regret that Ms. ***** has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Initial Complaint
Date:06/03/2025
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 boyfriend was in *********** and i put $10 into the account Thursday night for him to call me. I never got a call Friday or Saturday so I called the facility and found out he was moved to **** early Friday morning. I also found out that they use a different phone system so he no longer has access to that acct or funds i put in there to call. I asked for a refund since my boyfriend was moved and can no longer call me and was told no.
Business Response
Date: 06/17/2025
*** Crystal Orosco June 17, 2025
*********************************************************************
****************
Email:***************************

c/o BBB of ******************* & ********************

RE: ******* ****** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ******* ****** reached out to the BBB of ******************* & ******************** citing that My boyfriend was in county jail and I put $10 into the account Thursday night for him to call me. I never got a call on Friday or Saturday,so I called the facility and found out he was moved to **** early Friday morning. I also found out that they use a different phone system, so he no longer has access to that account or funds I put in there to call. I asked for a refund since my boyfriend was moved and can no longer call me and was told no.

ViaPath acknowledges receipt of your concerns regarding the recent $10.00 deposit made to an inmates Pin Debit account intended for telephone calls.

Please be advised that once a deposit is accepted and posted to a designated inmate account, it becomes the property of the inmate. These deposits are classified as gifts and, as such, are non-refundable and non-transferable.

We regret that *** ****** has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Customer Answer
Date: 06/20/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23413937

I am rejecting this response because my boyfriend moved to another facility and no longer has access to the phone acct he had while at County facility. He is now at **** where they use different phone systems and different accounts . I am rejecting this because although you say it is now his property he never recieved this transaction because he was moved. He and I would both love to get this refunded so that I can put it in his TDCJ phone acct

Regards,

******* ******
Initial Complaint
Date:05/28/2025
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.
I requested a refund for unused money I made numerous calls and repeated explanations
Business Response
Date: 06/10/2025
Ms. ************** Jamison June 10, 2025
*********************************
*******,NY 10701
****************
Email:***************************

c/o BBB of ******************* & ********************

RE: ************** ******* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ******** ******* reached out to the BBB of ******************* & ******************** citing that I requested a refund for unused money I made numerous calls and repeated explanations.

ViaPath acknowledges Ms. ******** concerns regarding the status of the $15.87 refund check, which was submitted and approved around May 1, 2025. Please allow 6-9 weeks for delivery to the address on file. We apologize for any inconvenience this may cause and appreciate your patience.

We regret that Ms. ******* has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Customer Answer
Date: 06/10/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23385814

I am rejecting this response because:
The dates are wrong and false information was provided by numerous agents

Regards,

******** *******
Initial Complaint
Date:05/27/2025
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.
They took money that i didn't agree too!!
Business Response
Date: 06/10/2025
Ms. *********** Lawrence June 10, 2025
2132 PO Box
Mountain View, AR *****
****************
Email:************************************

c/o BBB of ******************* & ********************

RE: *********** ******** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ***** ******** reached out to the BBB of ******************* & ******************** citing that They took money that I didn't agree too!!

ViaPath acknowledges Ms. ********* concerns, however, we did not receive details of the specific issues encountered. We are happy to review these grievances once we have the necessary information. To proceed, please respond to this request and include the following details:
Date(s) and time(s) of the incident
A description of the errors experienced

Upon review of the complaint, GTL/ViaPath was able to confirm that there is not an active AdvancePay (prepaid) account ending in 2995. ViaPath bills for calls on a per-minute basis according to the rates enforced by the ***. This information can be confirmed by visiting our website, ******************************.

We regret that Ms. ******** has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Initial Complaint
Date:05/27/2025
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.
I have deposited money for inmates to use to call. The inmates were not notified and never used the money and have now moved on to several other facilities. My money is sitting. I want my money back. The facility said they dont have it . I have to contact GTL. I have called them several times, and I was told it has to come from the inmate. I want my money.
Business Response
Date: 06/10/2025
Ms. ************ *******                                                                                                                                June 10, 2025
************************************************
*********,********
****************
Email:***************************

c/o BBB of ******************* & ********************

RE:  ************ ******* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ****** ******* reached out to the BBB of ******************* & ******************** citing that I have deposited money for inmates to use to call. The inmates were not notified and never used the money and have now moved on to several other facilities. My money is sitting. I want my money back. The facility said they dont have it. I must contact GTL. I have called them several times, and I was told it must come from the inmate. I want my money.

ViaPath acknowledges Ms. ******** concerns regarding refund requests for deposits made to an inmate's Pin Debit account for calls. We confirm that all sales are final. Once a deposit is successfully accepted and applied to the designated inmate account, it is considered a gift and is neither refundable nor transferable.

Based on this policy, a refund cannot be provided.

We regret that Ms. ******* has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Customer Answer
Date: 06/11/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23380547

I am rejecting this response because:

One inmate was released and never got so called gift . The other inmate has not received it and the facility said they didnt have it. GTL has to be contacted. In a normal situation of a so called gift , the party MUST RECEIVE SAID GIFT. IF NOT IT SHOULD BE REFUNDED. GTL has issues with money and accounts. The recent lawsuit provided them to release non-refundable money back into accounts for the inmate , so why should you not be able to refund UNPAID OR UN-USED MONEY BACK TO THE CARD IT CAME FROM.
Regards,

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

Business Response
Date: 06/17/2025
Ms. ************ *******                                                                                                                June 17, 2025
********************************************************
******************
****************
Email:***************************

c/o BBB of ******************* & ********************

RE:  ************ ******* Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ****** ******* reached out to the BBB of ******************* & Eastern Pennsylvania to reject the initial response to a request for a refund made to inmates Pin Debit account for calls citing that I am rejecting this response because: One inmate was released and never got so called gift. The other inmate has not received it and the facility said they didnt have it. GTL must be contacted. In a normal situation of a so-called gift , the party MUST RECEIVE SAID GIFT. IF NOT, IT SHOULD BE REFUNDED. GTL has issues with money and accounts. The recent lawsuit provided them to refundable release money back into accounts for the inmate, so why should you not be able to refund UNPAID OR UN-USED MONEY BACK TO THE CARD IT CAME FROM.
ViaPath acknowledges receipt of your concerns regarding the refund request for deposits made to an inmates Pin Debit account intended for telephone use.

As noted in our previous correspondence, all sales are final. Once a deposit is successfully accepted and applied to a designated inmate account, the funds are deemed a gift and are therefore non-refundable and non-transferable.

Please be advised that, per policy, if an inmate is released with a remaining balance on their Pin Debit account, they must contact ********************** directly to initiate a refund for the remaining funds.

In light of this policy, we regret to inform you that a refund cannot be provided for the deposit in question.

We regret that Ms. ******* has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Initial Complaint
Date:05/24/2025
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.
Complaint to the Better Business Bureau (BBB):To Whom It May Concern,Im submitting a complaint against Global Tel Link (GTL) / Telmate, a company that provides inmate collect call services.I am a licensed bail bonds agent who pays $2,000 every six monthstotaling $4,000 per yearto have my advertisement placed in local jails. The purpose of this investment is to allow incarcerated individuals to contact me through GTLs collect call service.However, for some time now, the Telmate/GTL system has not been functioning properly. I have repeatedly attempted to deposit funds into the platform, but payments are not being processed, and calls are not coming through. When I contact customer support, Im told there is a glitch affecting my city and that its happening to everyone, with no timeline for resolution.Although I am not paying GTL directly for advertising, their malfunctioning system renders my $4,000 annual investment useless, as I am unable to receive the calls that the advertising is intended to generate. This has negatively impacted my business and ability to serve clients.I am requesting that GTL be investigated for ongoing service issues and a lack of accountability, especially as this problem is affecting multiple bail agents relying on their platform to do business.Thank you for your time and attention.Sincerely,********* ****** ********* ****** Bail Bonds *************************** *************
Business Response
Date: 06/09/2025
Mr. *************** Rivera June 9, 2025
***************************************************************************************
****************
Email:************************************

c/o BBB of ******************* & ********************

RE: *************** ****** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ********* ****** reached out to the BBB of ******************* & Eastern Pennsylvania, reporting that Im submitting a complaint against Global Tel Link (GTL) / Telmate, a company that provides inmate collect call services. I am a licensed bail bonds agent who pays $2,000 every six monthstotaling $4,000 per yearto have my advertisement placed in local jails. The purpose of this investment is to allow incarcerated individuals to contact me through GTLs collect call service. However, for some time now, the Telmate/GTL system has not been functioning properly. I have repeatedly attempted to deposit funds into the platform, but payments are not being processed, and calls are not coming through. When I contact customer support, Im told there is a glitch affecting my city and that its happening to everyone, with no timeline for resolution. Although I am not paying GTL directly for advertising, their malfunctioning system renders my $4,000 annual investment useless, as I am unable to receive the calls that the advertising campaign is intending to generate. This has negatively impacted on my business and ability to serve clients. I am requesting that GTL be investigated for ongoing service issues and a lack of accountability, especially as this problem is affecting multiple bail agents relying on their platform to do business.

ViaPath acknowledges Ms. ******* concern regarding unsuccessful call attempts to the telephone number ending in 8892. ViaPath can confirm that calls originating from *********** CA-All LAPD sites are free. Upon reviewing the prepaid Advance Pay account ending in 6998, recent call attempts have been successful, with the most recent call on 05/31/2025.

If you experience future delays in accepting calls, please contact us on ************.To assist in resolving the matter efficiently, be prepared to confirm account details and provide the date and time of the call attempt(s).

Additionally,please note that cell phone/VOIP connectivity is subject to bandwidth and Wi-Fi availability, and ViaPath cannot guarantee successful call connections under these conditions.

We regret that Ms. ****** has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Initial Complaint
Date:05/22/2025
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.
Has blocked my account. Now my family member cant call. I want my 5.82 put back on my account that they took off and claim they are sending in check that I dont want. Unblock account.
Business Response
Date: 06/17/2025
Ms. *********** ***** June 17, 2025
*********************************************
*********** *****
****************
Email:***********************************

c/o BBB of ******************* & ********************

RE: *********** ***** Complaint ID# ********

This letter serves as a response to the complaint listed above.

Consumer ***** ***** reached out to the BBB of ******************* & ******************** citing that they have blocked my account. Now my family members cant call. I want my 5.82 put back on my account that they took off and claim they are sending in check that I dont want. Unblock account.

********************** acknowledges receipt of Ms. ****** concerns regarding the status of her prepaid Advance Pay account ending in 2385. In accordance with your request,the account has been reactivated, and the previously initiated refund check in the amount of $5.56 has been cancelled, with the funds restored to the account for continued use.

We regret that Ms. ***** has not had a great experience using our services;however, we remain willing to continue to improve our services and address issues that may arise in a timely manner. Considering the explanation outlined,we anticipate that this will close this complaint, and should you have any additional questions, please feel free to contact me directly.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************
Initial Complaint
Date:05/13/2025
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 GettingOut account is "restricted" and doesn't allow me to communicate with anyone, including at other institutions. Upon speaking with support, they informed me I am "in violation for having more than one account" but have no basis to support this claim. They also informed me that **** "suspended" my account and "only they can unsuspend it." This makes no sense. I have violated no policy and to tell me that one institution can suspend my account and ********************** has no ability to correct this or investigate, doesn't make sense. I use my account to communicate with people not even within **** custody, how can **** place a total lockdown on my account? Additionally, **** no longer holds a contract with ViaPath, and therefore won't able to remove restrictions soon. Please unsuspend my account.
Business Response
Date: 05/30/2025
Mr. ***************** Merrill May 30, 2025
PO Box 1681
*******,CA *****
*************
Email: *******************

c/o BBB of ******************* & ********************

RE: ***************** ******* Complaint ID#********

This letter serves as a response to the complaint listed above.

Consumer *********** ******* contacted the BBB of ******************* & Eastern Pennsylvania citing that my GettingOut account is "restricted" and doesn't allow me to communicate with anyone, including at other institutions.Upon speaking with support, they informed me I am "in violation of having more than one account" but have no basis to support this claim. They also informed me that **** "suspended" my account and "only they can unsuspend it." This makes no sense. I have violated no policy and to tell me that one institution can suspend my account and ********************** has no ability to correct this or investigate, doesn't make sense. I use my account to communicate with people not even within **** custody, how can **** place a total lockdown on my account? Additionally, **** no longer holds a contract with ViaPath and therefore wont be able to remove restrictions soon. Please unsuspend my account.

********************** has reviewed the complaint and confirmed that the ******************************************************* (CDCR) was responsible for initiating the block on the online account. At this time, no further information can be provided regarding the restriction.

We regret that Mr. ******* has not had a great experience using our services; however, we remain willing to continue improving our services and address issues that may arise promptly and in a timely manner.Considering the explanation outlined, we anticipate that this will close this complaint.

Cordially,

****** ********
ViaPath Technologies | Manager, Consumer Complaints
**********************************************************************************
******************************

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