ConnectNetwork

This "company " is ridiculous. They train their employees to NOT HELP. I dont know if they are jist taking advantage because they know we have to use this company to interact with our incarcerated loved ones/ but because of this factor I believe that the founder of this company cannot be anything less than a piss of $**t. They blantly steal from customers. I literally had $5 bucks on one of my numbers that im no longer using. All I wanted was a darn refund so I could load it to my new number. These heathens wanna send a CHECK for $4.97! And their excuse was there is no card on file! Such a lie. I have my card stored to the account and thats how i make my payments. Then none of the reps there care enough to try and figure out the proper way to get it done.! Dont want to work. Dont want to help. But they call it "customer care" when they reallly dont gaf. Im going to the "BBB". You all should do the same if you want to help with shutting these no-empathy-having-$#*!-theiving- $#*!- non-helping- $#*! group of degenerates down.

I put 86.00 on my fiances commissary at the prison and the machine at the prison ate the money it never went on his account don't know where it is and been getting told different dates when they're going to put the money on and everything else. GTL has been telling me different dates and providing false information too. I just want the money on his account since i put it in cash and the machine ate it if the company doesn't put the money on or send it out to me i will go hire up.

So, it took me weeks upon weeks to create an online account because the site was always down or just messed up. I was told to ask for an International account because I live in Europe, which I thought, fair enough, so I applied for one. That then got approved but trying to top up the account is an absolute farce! I emailed for advice because if you have an international account, you can ONLY EMAIL customer service which in itself is suspect in my opinion. You cannot use a European based credit card to top up funds, which again in my opinion is suspect also. I purchase quite a few goods when I am online shopping from international countries WHO ACCEPT European credit cards, so why can't GTL accept them? I find it all a bit strange. All I want is to talk to my loved one who is incarcerated. That is all I want to do but I am getting nowhere with this sham of a company.

I was instructed to set up separate acct for a different caller. Did so. Acct shows my name info etc. I a logged into acct. Ask for return of funds since never used and cannot be used. Told only owner of phone can request funds. Hours later fund mysteriously $0 as unclaimed? Called gave run around by rude people ( no surprise). Wrote letter and told must call to resolve. Called and Drew who is a con artist kept me on phone almost one hour to dispute $6.23. UNREAL. ASKED A MILLION QUESTIONS STILL NEVER GAVE ME BACK MY MONEY. FILING CLAIM IN COURT AND NOW THEY CAN SPEND HUNDREDS TO STEAL $6.23. Government must start looking at these reviews. They are the only act in town and this MUST end or they will continue to take advantage of people needing to connect with their loved one and there is no other way other than these thieves.

How dare you.
How $#*!ing dare you.
You endorse the disgusting abuses of our judicial system by charging family members a piss ant fee JUST FOR THAT PERSON TO MAKE A PHONE CALL?
What the $#*! is wrong with you? How much of a garbage human being can you be to be able to work for this company?
I hope all of the bad things in life, and none of the good, happen to whoever it is owns and/or operates this company.
I'll be ready to spit on your grave.

Had funds in phone account. Recieved a call and they told me I didn't have any funds in the account. What they do should be illegal and it probably is. Scam. Crooks. They should be in prison.

These are people who were too lazy to start a real business, so have decided to become parasites off the prison-industrial complex. I submitted a Christmas payment to my incarcerated loved on, and the screen froze right as I was about to 'pay' and I received no payment confirmation, and no confirmation email, so I submitted the payment again, and received a confirmation. Then, I received another confirmation and found out I had paid twice. When I tried calling customer service, they were unsympathetic and said there was a "no-refund" policy, which I don't think should covers faulty website service that leads to accidental double-payment. All I wanted was the second payment refunded, not the first. To all who use this service, if you get a frozen screen when you try to pay, wait an hour to make sure it didn't go through before paying a second time. I tried disputing this with my bank as fraud, and my bank agreed that this was a fradulent double-payment and would try to remove it, but I don't think my bank was succesful. Just because this company serves prisoners doesn't mean it shouldn't have to follow to the guidelines of the law, but I guess in reality that's exactly what happens. Dealing with this company in the free-world, you have all the rights of an inmate by default. Thanks Connect Network GTL, for treating me like an inmate and taking double my money because you can!

You can hardly ever connect to your loved one. No refunds. Poor customer service dont know why they let this company is even in business.

This company is terrible. They steal your money and are extremely rude on the phone. I tried to add money to another family members Trust Fund but the app is not user friendly so it was mistakenly added to Advanced Pay Phone. When I called to see if the money I already deposited could be refunded or at least transferred to my family members trust fund costumer service was extremely rude and apparently couldn't do anything. I don't understand how they are able to accept my money but are unable to move it or give it back. THEY ARE CROOKS and DO NOT CARE. DON'T DEAL WITH THEM!

Can't get resolution to update phone number ownership. My numerous emails have gone unanswered... going on 60 days now! Their system shows my new prepaid phone number belonged to someone prior. I can't post funds (that somehow is negative?) and my juvenile son can't call me on my phone number. I sent proof of my phone number and even screen shots of my info from their website connectnetwork.com showing my phone number and other profile info. I had another number that has a $30 balance that they won't transfer to my new number. I have sent them proof of both phone numbers! No response. I feel like this inmate phone company is a scam! I am frustrated there is nowhere to turn for help. This company is profiting off inmate families and they do not care about resolving any phone issues. They will keep your money and not respond. It does not help that the customer service reps are mostly poor speakers of English as a second language. The websites I sent emails were at both *******@connectnetwork.com and *******@gtl.net. I am angry that they are getting away with ripping people off!

WORST CUSTOMER SERVICE EVER! And it shouldn't take 24hrs to get a password reset from this so-called 'company' They are only here to take your money and they don't care about doing a good job because when the jails utilize them, the inmates and families are at their mercy which allows them to be crappy without consequence. Do NOT be fooled by the star I was forced to give in order to submit this review, I will definitely be reporting them to the BBB.

ConnectNetwork are scammers! A couple of times I added $50 to my phone. Received 1-2 phone calls and then the next time me and my love one talk could be a month or 2 they say i dont have any money on the account. Recently, I made a transaction actually made 7 transactions 7 different ways on their site it said it declined but I later found out it held the money on my cc and debit card! When I called them after the 6 transaction they said they were updating their site (which is no where on their site) and it wouldnt work until tomorrow. Talk to the manager he got on the phone making excuses about my cards having frud protection (which i dont know a major debit or credit card company that doesnt) and its stopping the card from going through. However it did go through and i had $120 hold on my card. Made the seventh transaction over the phone because the website was updating another $30 hold. Totally $150. With 0 dollars on the phone account! Told the manager to have his supervisor call me. Im told that it will take 24hrs. We will see if they even call.

This business could care less that they are suppose bridge the gap with our families. My kid answered and put a block on the phone, I was told to allow 3-5 days for a resolution & each time customer service tells me to follow up & they need another day. I called 8 times on a block that was supposed to be lifted that I opened on 2/18/21, the ticket was never resolved & it was closed & the block remained. I spoke to jerry that ensured the block was lifted, still the block is on. Spoke to a supervisor named Austin on saturday 3/5 who advised the origal ticket for the block on 2/18 was never resolved, just closed & here I am requesting another block lift on 3/5 and guess what, they want another 3-5 days to restart the process AGAIN> They don't follow up with you, just tell you to call back time and time again. At this point, im escalating this because I feel that since these are inmates and persons in jail, theyre like "who cares". This is a business and were spending our money with them and they dont care to retain their customers or keep us satisfied after we spend our money here? This isn't right. I am writing the BBB and going to make a complaint to their board of directors to bring awareness to their lack of care and lack of providing solutions to their customer complaints.Do not spend your money with them if you can avoid it