Global Tel Link — Inmate phone account
I made a payment to GTL on 7/26/2021 in the amount of $30.00. GTL debited $30.00 twice from my bank account instead of once. They credited my GTL account only $30.00 despite deducting $60.00. I contacted both GTL & my bank to attempt to resolve this issue. My bank initiated an investigation & ultimately credited the $30.00 debit back to my account on 9/24/2021.
On 9/6/2021 I made a $25.00 payment to GTL. Most of the phone calls were used between the days of 9/6/2021 & 9/13/2021, leaving a balance of a little over $2.00 on my GTL account. I get notified by the incarcerated individual with whom I communicate that the GTL account is no longer allowing him to contact me, so I call GTL to investigate. GTL tells me that my phone account is now -$27.64 & the only way to resolve this is to Western Union them the amount. So, the only way to get my account in good standing, according to GTL, is to send GTL the amount of money that they mistakenly took from my account back in July which my bank protected me from.
To sum this up really simply, GTL took $30 too much from me & when my bank credited the money back to me, GTL found another way to try to take the money from me even though the error is on their part.
I spoke to customer service at GTL on two occasions about this. The first call I basically found out that my account is frozen & how much I owe. The second call I was called a liar & was told it was my fault that a $30 payment went through twice even though the total amount was never placed in my GTL account. It is pretty clear that someone at GTL made a mistake by overcharging me back in July, & is now doubling down on their position that I was the one to blame for this "fraudulent " deposit situation.
I would also like to mention that GTL actually double dipped from my bank account on not one, but two occasions! In the first instance, they deducted $25.00 from my bank twice, even if should have only been once, & only credited my GTL account $25.00 once. This erroneous transaction was thankfully resolved by my bank without error, but not the other.
It is really horrible that while people are out here struggling through the pandemic & dealing with the stress of an incarcerated loved one, that huge companies like GTL continue to steal from people & refuse to resolve the issues in any manner let alone a professional manner. Horrible Horrible experience. And unfortunately this is who the correction facility chooses to do business with, so we are left with no other option.