JPay Customer Service Issues

Regarding the former inmate ERIC WILLIAMS, Inmate #(AK-[redacted]): I was released from SAT-F State Prison in March [redacted]. After contacting JPay, I followed their advice to send my J.P.5 Mini to Miramar, Florida, for unlocking as it would auto-lock after 30 days of not being synced to the SAT-F kiosk. I shipped it from the Arden Way post office in Sacramento, California, in April [redacted]. Unfortunately, the receipt was lost in a fire, and I can't retrieve the tracking number. It's been over six months, and I haven't received my device. Despite three attempts to contact JPay via email and phone, no responses have been given. I can be reached at [redacted]. Thank you. Sincerely, Eric Williams, CDCR#(AK-[redacted]).

My husband has been facing issues with his tablet since the beginning. It has been returned multiple times, and each time, he receives subpar replacements. The problems we encountered range from the tablet not turning on regularly, a faulty battery, failure to connect to services, charging issues, and the most recent one barely holds a charge for 30 minutes. Despite all this, the company now claims he is out of warranty. I have tried calling numerous times, only to be met with a long wait and silence, unable to get any assistance. Additionally, the website malfunctions, causing draft emails to disappear when I log back in. This has been a frustrating ordeal, as we have invested time and money into this device, only to be told to purchase a new one. It feels like a deliberate ploy to delay until the warranty expires. We demand a proper functioning tablet to replace the faulty ones he has been given.

I purchased a JPay Mini Player for my friend, but it turned out to be a Day Player. When I tried to buy one during the sale, I couldn't due to issues. Now, some downloaded games and songs won't work, and getting a refund is taking too long. It seems unfair that because they are incarcerated, they face discrimination and delayed support. I believe my friend should be able to return the JPay Mini and receive the correct JPay Player V as promised. The ongoing wait for customer service responses is frustrating. It's important to resolve these issues promptly as I have invested a lot in your services. Please assist in ensuring my friend receives the correct device, a refund, and perhaps some complimentary games or songs to make up for the inconvenience. Your prompt attention to this matter would be greatly appreciated. Thank you.

My fiancé has been experiencing ongoing issues with his JPay 5 player for months. Despite reaching out multiple times to resolve the problem, we have not been receiving the promised responses. The email icon and WiFi features are missing, rendering him unable to send or receive emails. He is waiting for a review for a new player due to these faults, but we were told he has to wait 12 days. It has been well past that timeframe, and I am considering legal action, including contacting the BBB. Every time I inquire about this, I am informed that nothing can be done. I financially support his needs and desires, and the player is crucial for him to communicate with loved ones, aside from expensive phone calls. This ongoing struggle is frustrating, and I urgently require a replacement player for him.

I reside in the UK and have been using J-Pay to email and send money to my friend, James Alfred Ramey, inmate #[redacted]9, at Wynne Unit, [redacted] FM [redacted], Huntsville, Texas [redacted], US, for several years without any issues. However, starting Friday, December 21st, I have been unable to access my emails through the J-Pay platform. Despite being able to log into my account, I am only offered options to send money or make prepaid calls. I attempted to send money to inform James of the email problem, but money transfers are currently disabled. Contacting customer service by phone led me to automated messages, and my emails remain unanswered. I am unsure of the cause of this issue or how to resolve it. Your assistance in this matter would be greatly appreciated. My ability to email James has not been affected by his medical status in the past. Thank you for your help. Ruth C.

Hello, I'm Jennifer Nelson. I have been sending messages to my fiance for the past 72 hours, but he hasn't received any of them. This is our main form of communication, and the lack of email delivery is causing distress to both him and our relationship. I urgently need assistance with this issue as we have no phone or visitation approval yet. I am on a tight budget due to his incarceration and would appreciate a credit for the messages sent from 12/22 to 12/24. I find it confusing why he is not getting my messages while I receive his quickly. Your prompt response is greatly appreciated as this situation is negatively impacting my fiance Thomas and our relationship unnecessarily. Thank you for your quick attention to this matter. Jennifer Nelson.

Since October, I have been facing an ongoing issue with the JPAY website. Every time I or my family members try to send money to my incarcerated brother, we receive an error message saying, "sorry, try again later." This is causing my bank funds to be put on hold with each unsuccessful attempt. Despite numerous tries, it seems unlikely that JPAY representatives can assist me. I am frustrated with the constant suggestion to contact my bank, as they require a confirmation from JPAY for the funds to be released or they will hold them for seven days. Each time I get transferred to the business office, my calls disconnect. This situation is unacceptable, and I am seeking a resolution to this issue to avoid any further delays.

I recently created an email account with your service using the address [redacted] I successfully sent an email to my friend Sergio Tito Rivera in Canyon City with no issues. However, I then received a voicemail from an unknown person claiming that I am using their email fraudulently through JPay services. Despite seeing my email as correct on my phone, I am unable to receive emails or change my password. I have been able to send and purchase stamps for an inmate, Sergio Rivera. I am confused about this situation and just want it resolved so I can contact Sergio. If you can help me with this issue, please reach out to me at [redacted] 3 6 9 [redacted]. My address is [redacted] Iris St. Apt. 83, Lakewood, Colorado [redacted]. I appreciate your assistance in resolving this matter. Thank you, Tammy Lynn Mora.

I noticed a mistake on your company's statement. I have been sending money to my father through JPay for years, using various services online and by phone. For customer service, billing errors, or consumer affairs, the main number provided is not the best solution. If you can reach them, they forward your case notes to their resolution department. For a quicker resolution, contact the resolution department directly at ([redacted]) [redacted]-JPAY ([redacted]). Although it was challenging to obtain this number, using it proved to be the best course of action for immediate assistance without any wait time whenever I encountered issues. Thought this might be helpful to share.

I attempted to send money to my fiance, Alexander Parker, who is currently at MCF Moose Lake, but I received a message stating that my payment was declined. I contacted my card provider, who informed me that JPay does not accept my type of card. This is confusing as I have successfully made these payments in the past. I have a Vanilla Visa debit card, and my balance is sufficient for the transaction. On another note, when I updated my phone number, I was told it was registered under the name Ethel. I went through the verification process, but now I am unsure if my account information has been updated with JPay. I want to ensure that my number is correctly linked to my account. Thank you for your assistance.

My son, who is currently at Moberly Correctional Center in Missouri, is experiencing issues with his tablet after attempting an update. Unfortunately, the tablet has become locked and he is unable to use it. He submitted a request for assistance nearly two weeks ago, but has not received any response yet. We support him by providing funding to JPay for various services, such as communication, financial transactions, and purchasing items for his tablet. He is a dedicated college student who relies on his tablet for research in his classes. It is concerning that his tablet has malfunctioned after following a recommended update. Could someone please reach out to the facility to troubleshoot and resolve the problem with his tablet? Your help in this matter would be greatly appreciated. Sincerely, Terri Enyart

My husband received his tablet, but he's facing issues syncing his information from the kiosk to the tablet. Despite trying various options, including a master reset, the tablet remains stuck at the start-up menu. Other inmates have encountered similar problems and his request to the kiosk for help hasn't been productive. Due to his location transitions, the tablet's functionality might have been affected. I'm reaching out to request a replacement tablet for him. I've included his tracking number, name, DC number, and location for reference. If needed, please contact me via email as I can't make phone calls. I hope we can resolve this promptly to avoid him having to return it. If necessary, could you provide a postage package for the return process? It would be helpful if a return label is included with the replacement tablet so he can send back the faulty one upon receipt. Kindly look into his trouble ticket to expedite the resolution. Thank you for your assistance. Sincerely, Kayla M. Brandon R. M. V80028 NWFRC, Chipley, FL Tracking Number: [redacted]

I submitted my JP5 player for unlocking and delivery back to my home address over six weeks ago. I used FedEx with a tracking number for the shipment, which shows delivery to JPay. I provided all necessary details for the return process. I am now seeking the whereabouts of my player. My contact details are [redacted] and [redacted]. This marks my second attempt to track down my player after receiving no response from my initial inquiry.

My husband's JPay player has not been functioning for the past three months. Despite submitting four detailed tickets, none of the suggested solutions have resolved the issue. The responses received were unhelpful and generic, offering no real solutions. When I attempted to assist and submitted tickets, I was met with resistance and told I have no authority to help. It's frustrating that a communication device meant to keep loved ones connected is failing, with no apparent effort to fix it while continuing to collect payments from users. This situation is taking advantage of families of inmates who are trying to stay in touch. I am seeking a resolution for my husband's issue. Sincerely, A. Des Lauriers

My name is Roy V. and I was recently released from FDOC on April 28, [redacted]. Around November [redacted], a friend bought a JP5 tablet for me. Unfortunately, the tablet malfunctioned about 60 days later, and after submitting a trouble ticket, I received a replacement. The second tablet stopped working after 30 days. I've sent multiple emails requesting compensation for the $70+ cost of the tablet and the $70+ spent on 9 games. On June 12, [redacted], I received a call informing me that due to my release, nothing could be done, and then the call was ended abruptly. Before the purchase, my friend was told the tablet would be usable upon my release. Since the tablet was defective, I propose a solution: add [redacted] email stamps to my JPay account to resolve this matter. If this can be arranged, I will consider the issue resolved.

I have been experiencing issues with emailing my husband, David Higgins #[redacted], who is incarcerated at NSP Lincoln NE. He tried to email me three times with no success, and I have sent him two emails which he has not received. Despite that, the stamps were deducted from our accounts. I am Teresa Higgins, and we are both eager to resolve this matter promptly and ensure that our emails can be exchanged successfully. We also seek reimbursement for the stamps used on the undelivered emails. It has come to my attention that other individuals at his correctional facility are facing similar challenges. I intend to reach out to the Ombudsman and ACLU to escalate this issue for further assistance.

I am having trouble logging in. The website says my email and password are incorrect. I attempted to send money to my daughter but couldn't access my account as it claimed my email was already registered and my password was wrong. I couldn't even create a new account with my email. Recently, I had to replace my SIM card due to a phone hack which cost me an extra $50. I suspect this might be causing issues with my login. The person I am trying to send money to is Ashley K, inmate ID [redacted], and I usually use the jpay site for this. My details are Kathryn J N and my email is [redacted] I would appreciate any assistance in resolving this matter. Thank you.

I need assistance with accessing my Jpay account as I was locked out due to someone using my phone. The old account was under Ashley Cardwell with phone number [redacted] and is associated with Jared Andrew Cardwell, inmate number [redacted]. I am unable to remember the email connected to the account and customer service has not been helpful. I had to create a temporary account, losing access to purchased stamps. My new contact information is phone number [redacted] and email [redacted] I appreciate any help in retrieving my original account's login credentials.

It has been observed that multiple women in my Loved one's dorm at the "Lowell Correctional Institution" are facing the same issue of not receiving emails on their tablets. This inability to receive messages defeats the purpose of having the tablet, as they aim to manage their time better than waiting in line during specific hours to check for messages. Despite trying suggested fixes without success, a new tablet was purchased recently, which initially worked for a week before encountering the same issue. They seek to utilize the ninety-day warranty for a replacement or refund, as the problem persists. Additionally, there are concerns regarding the charging system, as advised solutions do not effectively charge the tablets, leading to low or no battery upon receipt. Specifically, addressing the JP5S tablet for Jill Pennoyer K65306 is requested for resolving the message reception issue on the tablets compared to the kiosk. Proper maintenance of charging stations for the tablets is also emphasized. The discrepancy between the actual tablet functionality and the services promised on the JPay website is highlighted, stressing the significant value attributed to the purchased service despite its shortcomings.

I've had a JPay account for over two months without issues. However, after updating the app, it's been causing delays in receiving and sending emails. Even though it indicates incoming messages, I can't open or view them. Contacting customer service leads to a request to create a new account, despite having a valid one. I'm worried about the communication disruption with my loved one, especially with Hurricane Dorian nearing Dade County, Florida. I'm Thomas Spies, residing at [redacted] Boundary Road, Satsuma, Florida [redacted]. For assistance, please reach me at [redacted]. Your help is appreciated.