ConnectNetwork

I received notifications from a legal team showing evidence that millions-upon-millions of dollars were basically STOLEN by this "business".

My best friend was UNJUSTLY imprisoned & I was one of the FEW trying to financially help him during that whole fiasco. The NH Dept of Corrections gave me ConnectNetwork as my "only option".

Calls constantly failed & my best friend told me he NEVER saw a penny I sent him for "canteen".
That enrages me... because I am NOT a "rich man" & I knew he needed help during that legal fiasco.
I hope to see FULL RESTITUTION once the case is determined.

This is by far the worst company I've ever had to deal with. The first payment I made to a trust account... nothing happened. So I resubmitted it and it charged my credit card... twice. It will decline my credit card two or three times then finally accept it. I called customer service and while she was pleasant she offered NO help and had NO answers for me. When I put money on a trust fund via automated system it wouldn't recognize the amount I was typing in and disconnected my call, twice. It finally worked the third time. And, when sending a message TYPE FAST! It will log you out and will NEVER save your message as a draft! Easier to type everything "copy" it log back in then "paste" it. Honestly, it's all a scam. Feels like a punishment to the loved ones of someone that's incarcerated.

I am so fed up with this company! Besides the fact that you have to pay to fee to send money, pay a fee to msg, they charge you for a visit that drives you f*****g crazy! My husband can hardly ever hear me, resolution is terrible! I sent a complaint and it took 4 months to get a reply of oh sorry.
The emails can take days to get to him!
Why can't we get a choice of providers?
Customer service doesn't give a f**k and will hang up. This is ridiculousl!

I've had an "advance phone" acct for more than 2 years so that my relative in federal prison can call me. I tried to deposit $50 into my account to add to a balance of $18. Entered my credit card info and pressed "Continue" but nothing happened. (This is not uncommon.) Then, when I called to find out if the deposit went through, the agent claimed I had a zero balance and had never made any deposits in the past (none of which is true). Finally, a supervisor explained that ConnectNetwork is just a "hub" serving several different companies. He told me that the company that actually handles phone accounts for federal prisoners is Value Added Communications (VAC) and he gave me their phone numbers: *******521 (customer service) and *******097 (for automated payments). Long story short is that I finally deposited the $50 to my account via the VAC auto-payment phone number. I will go through VAC from now on and I will never deal with ConnectNetwork's crappy website again.

Connection GTL phone's are ridiculous I have called several times to their customer service and they don't seem to care. I hit 0 nothing happens the automated service keeps going. Customer service tells me its my phone, then it was my phone provider. This is so ridiculous all I want is to talk to my loved one. I have gone rounds and rounds with them and nothing is seemingly getting done. Then if the calls do go through then I have to hear Karen telling me the phone calls are being recorded, well thank you Captain Obvious. Then to be cut short because you only get 30 minutes that they interrupt every 5 minutes with a recorded message. Its all a sham and there is no other providers, which is sad we should have a choice.

Quite simply put they RIPPED ME OFF! They have the rudest people working their customer service. I added 100 in funds to a trust fund account and 48 to a phone account. I called to ask how do I let the inmate know that the funds are there. The very rude person would not let me finish a thought and just kept repeating that I needed to add a pass code to use the phone. I just learned that there is another company that handles an inmate's phone and store funds. I will be using them from now on.

GTL Connect & its sibling GTL Telmate are two of a kind
- frequently broken website
- frequently broken login page
- broken webpages
- broken processes to add funds
- mobile number verification is broken/ bugged
- has had no Quality Assurance performed on it
- incredibly rude, obnoxious and arrogrant Customer Advisors who have a low level of understanding, low level of English and are too keen to quit the call if they don't understand what to do. Even the Supervisors struggle to resolve problems that are not on their list of 20 questions.

How is an organisation with such an important / responsible role as this, allowed to recruit low-skilled workers who struggle to answer the most basic questions?

It took hours to navigate their website to try to put monies so I could text a family member. I did it by phone, but the money never was credited. I was about to do it finally through the website. I send to emails and had no indication they went through. Before I had any money in the account my family member knew I had opened an account because they sent a message. If my website ran like this I web be out of business. I only sent $20 so the loss is not as bad as I read in the other reviews. I will be contacting my credit card for a refund.

I called customer service six times to troubleshoot problems with my account, and still did not get the problem resolved. Each representative that I talked to did things differently, and I felt like they are not getting the training needed to assist with issues. It has by far been the worst experience with customer service and management that I had. Because of this I cannot connect with the person by phone that I need to. I was never sent a confirmation e-mail receipt after establishing the account.

I don't understand this at all tbh. I've had calls from inmates and I never had to pay... If you do t know where your loved one is there's no way to get ahold of them. If you wait for their call they only give you 20 seconds to find your card... reading the reviews they take money from people. I wish there was any other way to talk to my loved one but we're stuck with this money hungry business taking advantage of people in pain. Truly fits well for the entire vibe of "correctional" facilities. Now my loved one thinks I'm just ignoring them when it's really because the website is sketchy and because it's badly made.

ConnectNetwork is a den of thieves. In order to make any calls you have to deposit funds into their service called AdvancePay Phone. There's a minimum amount you can deposit and the fees are ridiculous. Well, say you get to the end of your friend's incarceration, and you have $24.00 left on your account. If you don't use it, after 180 days they just take it. In order for your funds not to be forfeited, you have to sign into your account before 180 days expire and keep signing in every 180 days at least. You can call an 800 number to get a refund of your deposited funds, but they run you around so much to get a refund, they make it almost impossible. This is a scam that should be investigated by the Consumer Financial Protection Bureau. A total ripoff from start to finish. I really had no idea this is how it worked, but I lost $20.36 one time and $24.04 the second. DO NOT USE THIS FRAUDULENT SERVICE UNLESS YOU PLAN YOUR PHONE USAGE DOWN TO THE LAST RED CENT.

Why is this site still the only option for harris county. Its slow flakey and never once has the site made it easy to make deposits. Provides promises to help but wont load $#*!. Its a trash site and app and i think the ppl behind the gtl network should do thier job and make tbe lives of already stressed out family as easy as they claim they are. Lies and stress stress stress every time im on gtl. Ill run a online protest about ur company and make sure to exploit your app and the poor service it provides in every way possible. Ill go to the news if its not a concern of your company then get ur $#*! together.