ConnectNetwork
Reviews and Complaints

Yesterday, I put $25.00 onto my connect network account and the money DID NOT go on my account, I've sent verification from my cash app card showing them where GTL took the money off my card. Now they're claiming what i sent couldn't help them verify the $25.00 i sent to my account. It wasn't a problem for them to take the money off my card now I'm having the hardest time trying to figure out where this missing $25.00 is. Cash app confirmed that the money was taken off my card by GTL. I am highly pissed off about this

July 31/2023 my son tried to call me 9 times and it would not let me answer. I kept pushing zero and it just would say his call wasn’t accepted. There is money on my account. I also have issues with their video visits. My son cannot connect. He can sometimes hear me but usually cannot connect. It tells me to try later. I go back and it tells me I have a scheduled visit and go cancel it. I go to do that and it tells me I don’t have a visit scheduled! Even their auto deposit system doesn’t work right. This is totally a joke especially to pay fees so inmates can call their family and then not have the calls go thru!

I've put money on my dad's account at an Ohio prison for years over the phone. All of a sudden after going through the whole speel when it's time to put credit card info in the system keeps saying "sorry I didn't get that, please enter your credit card number". I have to go through that 3 times then it puts me on hold for customer service. When a person comes on they tell me to call back and try in an hour. I've done that and it still doesn't work. I've been trying the last 3 days and it's not fixed. Today the girl tells me I have to make a deposit online. Not everyone has internet. But finally I try to do it online. The confirm password box won't let me type anything in it so that's a dead end also. They have been lying to me for 3 days now and their phone system isnt working properly and neither is their website to make deposits. They want to blame it on me or just tell me anything to get me off the phone. This company is horrible, money hungry and could care less that you can't get money to your loved one in prison.

I have been using your app for over two years adding money to pin account and phone. So I did all the steps prison told me to do to become approved visitor so i can add money to trust account. I have contacted GTL almost 22 times in past 4 days. They also made me send them my identification and copy of phone bill to get approval from GTL to put funds into my husband trust account. I called and spoke to case manager at prison he said everything is correct and I should be able to send the funds. Everyone person I speak to tells me wait few hours and it should work. Now it’s 5 days and I have called GTL at least 3-5 times a day for past 5 days. I’m getting very frustrated and reported GTL to BBB all I want to do is add money to trust account you accept my money for everything else why now would I have to send an ID and phone bill if the only reason was so I can add to trust fund otherwise I would have left it alone and just used for phone and pin where I didn’t have to send my personal information.the prison I don’t mind I understand but this GTL IS NOT DOING THEIR JOBS. I will contact prison again and anyone else who i can report this app to this is crazy.

The real problem is GTL keeps doing the same thing over & over again, yet be allowed to continue to operate & take money from people — not being held accountable nor having any repercussions behind their ill-will behavior... Their system is craftily well calculated, because not only can you not get information from reps, supervisors, managers, etc. (BOGUS), you can't find any viable information on them whereby they can be forced by law to operate honestly... WHO is the owner? Exactly, no one can find out! Their contracts are with the prisons, NOT with any of us... Thus, it's ONLY about MONEY $ on both accounts... Neither care, will blame each other, and will continue to send you around in a never-ending circle... I had my share with these SCUM BAGS, and I am so grateful to God that it was very short-lived and He protected me from being robbed by GTL countless times over, as my transactions would never process through their deceitful system... If at all possible, as I did, find a way to beat both of them at their own game in getting money to your loved one... BEWARE of this SCAMMER!

I paid for 20 messages on 3/21/23 and a few days later they did away with messaging. I never got to use any of the messages i paid for and the rep state connect network does not give refunds. Your company took my money knowing you were not going to continue this service. This is stealing. Like going to walmart to pick up your order and they say we don't carry that item any longer and no we will not refund your money! you are stealing from the inmates and the people who pay for these messages. They are human beings even if your reps find it hard to acknowledge this. Your reps need to learn to be less rude to customers and stop lying to customers. Also got finally got a call from the inmate and 1.5 minutes into the conversation we were cut off. No foul language was used, nothing wrong said. Just cut off for no reason. Stealing money & time from inmates and the people who put the money on their accounts again. I find your practices despicable. Where is the compassion and forgiveness? just $$$ to your company. Like you don't already make a fortune in handling fees! then i tried to get to talk to management and was told no again and again, no i could not talk to management, passed me on to someone who i could not understand, broken english and when i asked him if he spoke english he disconnected the call. I could understand a word he said. How rude again.

I've called to ask why my card keeps getting a decline error message when I have funds on my card.

The customer service representatives told me to wait 24 hours and then try my card again, I asked why did I need to wait 24 hours of nothing is wrong with my card and they told me it's the system that lock the account for 24 hours.

I waited over 24 hours and it still keeps giving me the decline message.

.THIS IS CONFLICTING INFORMATION - I then asked why didn't they have my account reset? They didn't have the answers. Very disappointed I've never had any issues up til now.

Their support team should be able to resolve this issue

I read the complaint board and it says 17 complaints with 0 resolved. This company doesn't look very promising with the customer complaints. I called your company yesterday and the person I spoke to said that I would need my call escalated to a supervisor so I agreed and waited for the supervisor. Every question and request that I had, the supervisor (Rene) answered, "I'm unable to do... And I'm unable to answer..." And then he gave me the option to call back and speak with a different supervisor. I called back and it was him again. I asked him if it was him again and he said that he couldn't answer that. I asked him a few more questions and he said that he does not know how to transfer phone calls and he isn't able to answer any questions and I quickly realized that it was the same supervisor again. He told me to call back again and speak to another supervisor again. I called back and guess who it was? Rene! I asked him what time should I call to try to get someone else to speak to? He couldn't give out that information either- surprise! He had me call there four times until the first representative told me to call back the next day early in the morning. I called back the next day and asked for a supervisor and it is the same answers and the same accent. He states that he cannot help with anything and that he is the highest boss in that company. I cannot be escalated any higher than him. My issue is that when I signed up I was lied to by a representative. I was told that I could call in and get my money back within 90 days and if I didn't call in within the 90 days then I check would be cut and mailed to me. Now they are telling me that I am just out of my money ($60). They say that they cannot go back and listen to the phone call where I was promised my money back they cannot give me a credit or anything to make it right. I spent $1,000 at this company and they want to lose a customer over $60. My suggestions to anyone reading this, is accept the free calls that they give and accept the free video that they give, but do not spend your money here. See if your loved one can get a collect phone card from commissary and completely dodge this company.

I put at least $50 on my end & $50 on the inmate end & it STILL didn’t want to connect the phone call after I had complain it TWICE I was VERY disappointed but I asked for a refund back but couldn’t ask for my refund for his end.. BUT YET the money for the books went through so I was very confused? But when I used it for another inmate the phone call deposited works like what?!

Very rude customer service representative.

Happen on multiple occasions. . Laughing in background as I’m speaking. Having side conversations while I’m speaking. Sarcastically stating everyone in the office has the same name when I asked for his name and that I did not speak to him prior to my situation. In resolved issue on my behalf. My account stated a low balance then back to normal balance. Was trying to resolve the issue in a nice friendly matter . But all I received was sarcasm and un friendly customer service.

I had sent money to him on July 15th 2022 and July 16th 2022 he got the first payment of $2o8.50 on July 17th 2022 he never did receive the first payment from July 15th 2022 so they did investigation and end up giving him the money August 28th of 2022. Now GTL has locked his account where you cannot put money on his commissary saying that he owes $208.50. they are saying that my bank took the $208.50 back which is a lie. I need this matter to be dealt with can you please call me at [protected] or email me at [protected]@gmail.com I would greatly appreciate to get this matter taken care of. Thank you

I added money to my account for my son to call me.Every time he calls he has to pay for the call.Theres money on the account but it's still asking me to put my card information in again to pay for the call.I shouldn't have to pay again when there's money already on there.Ive contacted this company multiple of times via phone and email.NO RESPONSE OR HELP. I'm a pissed off customer.I will not be using this service anymore.

On July 1st I deposited $87.75 into an inmate trustfund with my bank debit card. On July 2nd funds we processed out of my bank account. Inmate never received the money for 45 days this company has been giving me the run around talking to same people daily hearing same crap out of their mouth daily. They have no idea what happened to my money. But the ticket they opened to trace money they closed cuz they weren't able to determine which employee pocketed my money. They lie you'll sit on hold for upt to 4 hours yes I said 4 hours on hold while they play video games they are worthless and offer no type of help for any issues at their fault. Pathetic I've now filed fraud charges demanding a charge back from my bank on the money they stole from my account. I also reported them to the BBB. Hopefully someone their will do something about their scamming [censored].

My son is currently in custody in Lee County Florida I send him funds thru GTL trust fund website for his needs and due to them providing him and some other inmate with the same pid number? Some other inmate was able to steal all of my son's commissary money I immediately contacted GTL customer support and they were totally useless, they told me it was not their responsibility to monitor the money they charge a hefty fee for to send to my son. What a ripoff if you ask me, the thieves are working for gtl.

My name is Amy Flanagan the phone number attached my account is [protected] a payment of $5 was taken from my account my 20 credits to do messaging with my husband who is located in sci monohoy in Pennsylvania was not credited since 2:30 p.m. Eastern Standard time this afternoon I've been on hold the first representative I spoke to today was named George his employee ID number is 129-5072 he stated he was not a supervisor manager he escalated the call to Patricia ID number 440-49 which in turn stated she could do nothing about crediting my account gave me the email of Cs escalation support at gtl.com I sent four messages to no avail I call back I get Tony on the phone at 8:48 this evening and as I stayed at the spring going on since 2:30 p.m. Eastern Standard time they have 8:48 p.m. at night Tony didn't know his ID number he finally came back and told me his ID number was 130-9336 he was going to escalate to call to his supervisor and to my surprise his supervisor was George from the call at 2:37 this afternoon ID number 1295072 when I confronted him about he was not a supervisor this afternoon but now he is he turned hung up on me after being on hold again for the seventh time for over an hour and 37 minutes I sent numerous emails to Andrea at the escalation Department I need a response and I need my 20 credits put on my account at this point it's now it's the purpose I've wasted almost 9 hours of my life doing this I'm handicapped I could not get out to get the bank statement to show the $5 was taken I would need a response as soon as possible my phone numbers are [protected] my secondary number is [protected] My email is [protected]@gmail.com

Connect network added my funds to the debit link account which is funding of media. When I called to find out why they did that, they told me they could not add it to a trust fund account. They did it and they don't care I'm out that money. I really hope the correctional system would get rid of this horrible company all together. They make the families have a harder time having to deal with them! I'll go to facility before I'll give them another dime!

On January 13 I deposited 117 on to 166814 account. For some reason gtl took it out of my account twice. I call connect network and told them about it and asked them about refunding they told me no. I didn't have the extra money in my account so I told my bank to stop payment. So they did. After that they blocked my husbands account because they say he got the money. Which he never did. I made sure of that. I call the prison and go his account history. So I called back and they told me that I still have to pay it but it will go into his account. Which it didn't not. They lied to me and stole my money. I want it back. My name is Danielle Ramirez my number is [protected], 355 McClure rd Columbus Indiana 47201.

I have put money on different telephone numbers for my son now I’m being told I will not receive a refund from you people from the other numbers I put money on I expect a refund for all the numbers on my account not just mine you people have a lot of guts

Pamela McMillen [protected]

[protected]@gmail.com

I'm so unsatisfied with how the customer support Christian, disd not handle my my situation. I used the Connect Network web site to deposit funds, into my loved one account. The funds never reached my loved one account. I called customer support gave them the receipt of the transaction. They said it would take up to 72hrs. I waited calls back got Andrew. He advise me it's still pending. The 3rd week spoke with Chriistian again, now he's telling he can't find the payment. He doesn't see it. This time I spoke with the Manager Mizir, he tells I have to send in more paperwork. I'm tied of the run around. My situation has not been handled properly. I'm tired of being lied to about my funds. I need my refund of 50.00 as I was promised

I cannot connect to my phone call when they ask you to press zero. It doesn't recognize my touch. So I tried calling customer service. It asks you to press 1 for English. It doesn't even recognize that. Nothing works. I have called about 10 times and it keeps doing the same thing over and over. My loved one has tried calling about 8 times and I press zero to connect every time and nothing connects. I'm very frustrated