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InmateCall.comThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for InmateCall.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/28/2025
Type:Product IssuesStatus:UnansweredMore 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.
This evening 03/18/2025 at 6pm I had scheduled a video visit with my son here in ****** . ****************************, Well apparently while I was waiting for him to connect this was about 12 minutes after 6pm , He just called me he got tired of waiting at 15 minutes of waiting for me to join the visit and I was waiting for him to join !! How does that work ? well it doesn't not at all , its very depressing, sad but true , I feel that this company really is into the money grabbing approach, very greedy no compassion, and it is extremely difficult to find the correct contact information when these failures occur. I know for a fact cause I have experienced this first hand . It is not fare that they have open lines 24 7 for the acceptance of money to add to accounts , But when it comes to people taking a loss of there funds , I am sorry we are closed please call at so on and so forth . Why is this so unbalanced? I have my suspensions,,, !!! ? /. After I deposit this information , I plan on filing a complaint with against ******************************** for the mere fact they hire these people like icsolutions and forfeits the reality of this lower class Business must be a cheaper route, I am sure they all are taking a cut from we the peoples hard earned money . Shame on you all .!!!!!Initial Complaint
Date:03/28/2025
Type:Service or Repair IssuesStatus:UnansweredMore 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 had many visits scheduled at ***************************** through this company. Ive called them today, March 11, 2025, to report the issue of half of my visits not going through. They informed me that the reason the visits did not go through is because 1. The proper steps werent taken, which they were and 2. That its my connection. My connection hasnt changed. Im using the same internet provider that I use any other time that a visit goes through. I sit in the same exact spot. Visits are free sometimes. However, the visit again, does not work. They are denying that its their application thats not allowing the visits to go through. That, I believe, is a false statement. My reasoning for that is because I am able to log into the visit, but as soon as the inmate picks up the phone, the visit ends abruptly. Its happened with paid visits as well. They only give one time courtesy visits. They gave me an extra one today. My issue is this. The company is claiming that its not their responsibility or their application thats causing the issue. I have tried my visits from multiple phones with different providers. Ive done the connection test. It passes every time. Then again, as soon as the inmate picks up the phone; the video visit cuts off completely and Im not able to join again. Same as their phone calls. They drop abruptly all of the time. Im not charged for the time that isnt used. They take responsibility for that issue. Considering the phones and the video visits are through the same exact company, I know for a fact that its got nothing to do with there being a problem on my end. I feel as though every time a video visit doesnt work, I should be able to get a replacement since multiple attempts are made in multiple ways to have these visits and they arent able to work.Initial Complaint
Date:03/27/2025
Type:Product IssuesStatus:UnansweredMore 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 complaint is against *********** for refund of payment. On 6/13/2024 I paid $76.09 to an inmate telecom fund for collect calls.The inmate was released on 10/11/2024 before ever having used the funds.On 11/04/2024 I submitted online request for ********* of today, 3/10/2025 I have not received the requested ********* addition, the account balance has been reduced to $45.00, which ********** will say is because the account is past 6 months with no activity, which is invalid because I did request refund on 11/4/2024. Lastly, I submitted request for refund on ********** website again today.Customer Answer
Date: 04/07/2025
The business sent me a partial reimbursement check in the amount $65.78 which I cashed/deposited on 26 March 2025. There was no accompanying explanation as to why I didn't receive the full amount of my original payment of $76.09.
Initial Complaint
Date:03/21/2025
Type:Billing IssuesStatus:UnansweredMore 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 spend roughly $325 a month with the company. $5 per video visit that take multiple times to connect and phone calls being dropped immediately after being connected. The app does not work and has very low ratings with numerous ****** reviews with negative ratings. Im surprised a class action lawsuit has not been opened with this company. The service has dramatically gone downhill.Initial Complaint
Date:03/29/2023
Type:Product IssuesStatus:UnansweredMore 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 son moved to lower security. I didn't know anything regarding to phone company but secure something so I googled and the came up as inmate calling. I'm on fixed income and had already paid for everything this month and now had to pay again to talk etc. I put $45 on the phones ( I thought). When he called it still said 0 balance so I was paying for individual calls at $6.25 each on my credit card wondering when it would show up to use. This money adds up. Someone that is new has no idea how things work. I finally paid a large amount instead of each time and knew I'd put it in wrong company because I kept asking if it showed up each day. I finally found them again. I tried finding their phone number it seems they don't spend their profits on a phone. It wouldn't let me log in so I pushed live chat so I pressed guest chat. They ended up saying refunds are done on our website. I tried to go to site to download some form but it kept switching back to our chat. I tried 4 times but I'm so upset by this time and racked up so much on card etc. I am going to have to wait until tomorrow. If you see a lady on the news yelling or crazy saying something about inmate companies robbing families money it will be me. I hope someone does something to hold these people accountable. No matter what it is it will not compare to the way this system makes it hard on the families who have a loved one who's being held accountable for their decisions and how hard it is to encourage and support them. We all need to hear a kind voice of someone that cares. They are at the bottom of the barrel.Initial Complaint
Date:11/14/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Accidentally created an account with them because i thought it was a different website, upon creating an account they charged my bank for *****. I have tried to close the account and remove my card but it will not allow me. I called to get a refund they told me they would not after trying to convince me to leave me account open. When i told them i would file a dispute with my bank they hung up on me. THIS WEBSITE IS A SCAM !Initial Complaint
Date:10/18/2022
Type:Product IssuesStatus:UnansweredMore 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.
It states it will allow you to be contacted at a cheaper rate and they guarantee money back both are lies! I purchased and the calls were not cheaper and they ignore any emails sent and wont answer phone calls!Initial Complaint
Date:10/02/2022
Type:Billing IssuesStatus:UnpursuableMore 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 am being charged $44.99 with inmate talk services. I did not purchase this phone service nor have i talked to anybody over the phone who is in prison. When i went on the website to see how much the service would be i created an account and it automaticly charged me without confirming my purchase. I did not want to purchase anything . It just charged me. I have not used the service nor will i. I would like my money backInitial Complaint
Date:08/31/2022
Type:Customer Service IssuesStatus:UnansweredMore 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 bought a unlimited plan and I am unable to receive calls o have recieve calls although I've done everything I was supposed to do.Initial Complaint
Date:07/10/2022
Type:Product IssuesStatus:UnansweredMore 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 purchased twice from this company, inmatecalling.com. I bought unlimited minutes on May 31st for $29.98. They tried charging my card again because they said I have to pay every month and I didnt pay so they closed my account and didnt refund my money back. Also they service did not work when my loved one tried calling the special number they give you and the service was not used. So I tried with them again instead this time on July 7th I bought a 500 minute plan for $24.98 and the service still does not work and minutes and when I log into my account I see minutes have been used and I havent answered or accepted a call and Im also not getting every call from my loved one in prison when they call. They said they called for time and only got one missed call from them. And of course they wouldnt provide me with a refund. Buying minutes and still have to put money on my phone on GTL defeats the whole purpose of the service it doesnt make sense and the information they provide is very misleading and confusing. And I emailed them and they are rude I feel as though this is a scam and they are getting off on people!
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