JPay Customer Service Issues

I purchased a JPay tablet for my son, but it has not been working despite him reporting the issue and waiting patiently for a resolution. I contacted JPay's [redacted] number, and the customer service representative indicated they were unable to assist. I would appreciate prompt assistance in resolving this matter, as I have paid for a tablet that is not functioning. Please advise on the next steps that can be taken. My son's Washington DOC number is [redacted]-[redacted] under the name Adam Klinko. Thank you for your attention to this matter.

My nephew is struggling with his JPAY tablet. Initially, he encountered issues downloading a game and submitted a help ticket on 08/24/19. Although he managed to download the game, the original ticket remains unresolved. Currently, the tablet has completely stopped working, but he is unable to open a new ticket due to the prior one still being active for another week. I am puzzled as to why getting the previous ticket closed is delaying him from seeking assistance for the malfunctioning tablet. We are contemplating ordering a new tablet and returning the faulty one upon receipt to expedite the process. It is frustrating to experience extensive delays in resolving this matter, which is why I plan to escalate this to the Better Business Bureau to ensure adequate customer service standards are met.

I am unsure why my account remains locked for several months now. I receive emails notifying me of messages from loved ones that I am unable to access. I am hoping for assistance in resolving this as making a new account is not preferable due to unread messages and unused stamps on my current account.

I have 2 concerns. (1) Please refrain from charging my credit card $[redacted].00 for Florida Court Ordered Payments regarding Gavin C. Barker. I have already paid his restitution in full and possess a receipt indicating a zero balance. Additionally, Gavin Barker is no longer on probation. (2) I have attempted to contact JPay via email and have called their unresponsive customer service number ([redacted]) to request Gavin Barker's payment history. Automatic payments were made for Georgia Restitution (ID [redacted]) and Florida Restitution (ID N28562), resulting in an overpayment for Georgia. I urgently need a payment history printout to rectify this overpayment with GA Probation. Kindly provide me with the necessary documentation, as I am unable to access the system to retrieve the payment history. You can reach me at [redacted] (cell) or [redacted] (home). Prompt assistance would be greatly appreciated.

I accidentally opened an account that I need to cancel, but I can't sign in online due to your system upgrade. The automated response I received from [redacted] did not address my issue. I have never used the account and there are no funds in it, so I requested cancellation via email. Please confirm the account closure at [redacted] I will also verify by calling [redacted]. Unfortunately, despite the website's claim, I cannot reach a live person at that number. Please ensure that the account is closed promptly. Thank you. - Susan L. [redacted] [redacted]

I am unable to reach a customer service representative for assistance. I have a screenshot on my phone showing the account of Ajay Pal with the last four numbers of a credit card. I want to check if any money was transferred to a specific person at Patuxent Correctional Facility between July 4th and now. I prefer to keep this inquiry discreet and not alert the recipient. I am puzzled as the credit card listed is not familiar to me. I simply wish to confirm any transactions without the inmate's knowledge. I have been informed that the inmate won't be notified, and I prefer to maintain this secrecy. Kindly contact me promptly, ideally by phone, to help clarify this situation. I understand you are not directly associated with JPay but any guidance would be appreciated.

I am having trouble reaching a live person as the system keeps requesting phone numbers. I need assistance accessing my account. I have been a long-time customer and am frustrated that I cannot log in despite you having my information. I am desperate for help as I am trying to assist an inmate with a non-functional tablet while he is hospitalized and unable to contact you because his father's phone is out of commission. Can someone please contact me? I have reached out numerous times, and you have my email address. I am very upset. I have tried calling the [redacted] number five times but cannot speak to a human; it only prompts me to create a new account for money transfers, which is not what I need. I need human assistance. Thank you. My email is B. M a l l i c k @gmail.com. I have not received any follow-up after you mentioned looking into my password issue. Please help me resolve these matters. This situation is incredibly frustrating, and any help would be greatly appreciated. The inmate I am inquiring about is Rodney Lee172207. Thank you.

I previously used JPay on my old ZTE phone, which got damaged. I'm now using a Samsung A20 and need help accessing my JPay account for my ex-husband who is incarcerated. I need to reset the password and email to stay in touch. My name is Halle M., living at [redacted] Coco Plum Drive, Seffner, Florida, zip code [redacted]. Thank you.

I am reaching out regarding an issue with Julius D. #[redacted] at Hamilton Correctional Institution. He is experiencing severe problems with his tablet's battery, as it is freezing, swelling, not charging, and unable to hold a charge. This is affecting his ability to watch over 2,[redacted] movies, including his most recent purchases like "Lord of the Reins," "Two Towers," and "Blackish Season 3" episodes 16, 17, and 18. I kindly request you to address this matter promptly and send an email to either Julius or myself for faster communication. Some other inmates also have tablet issues that were resolved by replacing them although out of warranty. Please consider replacing Julius' tablet urgently. For any further communication, you may contact me at [redacted]. Thank you for your prompt attention to this matter.

I purchased and sent my fiancé two pictures of myself, which were appropriate. Unfortunately, he has not received them. I made the payment twice and would appreciate a refund for one of the charges. I have been trying to reach customer service since last night and I am currently on hold while needing to leave for work soon. My name is Carolyn D. Meadows, and you can reach me at [redacted] or via email at [redacted] I have not been able to speak to anyone despite multiple attempts. I fell asleep while on hold. Is there an issue with the phone system at JPay that is preventing me from reaching customer service?

I have been attempting to log in to my JPay account, but I am encountering an issue. Each time I try, I receive an error message stating that the request could not be processed, possibly due to an illegal input value. Following the prompt to try again has not resolved the problem. I also tried to reach out to customer service by phone, but the automated system informed me that it couldn't process my request at that moment without providing any further options.

My husband recently purchased a new tablet, but unfortunately, it is not functioning properly. Despite trying different troubleshooting steps, he is unable to connect to the main server to send or receive emails. The tablet has WiFi, appears to be in good condition, but he is still unable to receive or send messages. We kindly request assistance to resolve this issue promptly. His name is Jose Raul Valentín, and his device reference number is [redacted]. Please inform us of when assistance will be provided. Thank you.

I am looking to speak with someone regarding my JPay tablet issue. I was released from the Department of Corrections over two years ago and brought my tether home with me. I was instructed to send it back to Florida for a block removal, but I never received it back. I returned it almost a year ago, having spent over $1,[redacted] on the tablet and the content on it. I am trying to retrieve my tablet or receive compensation for it and the items I had purchased. What steps should I take?

I am an existing user trying to access my JPay account, encountering issues with contacts and email. It seems like I am blocked and would like to know why. Even customer care is unable to assist me currently, which is frustrating. My name is Ramona Nilson, and I can be reached at [redacted]. I am trying to contact an inmate at the South Boise Womens Correctional Center in Boise, Idaho, named Merriell Olivia Bray with inmate number [redacted]. My email is [redacted] I appreciate your prompt response. Thank you. Sincerely, Ramona Nilson.

I am experiencing issues accessing my JPay account. When attempting to sign in or send mail, I receive an error message stating I don't have a contact, or that the contact's email is not enabled. Additionally, calling customer service results in being told I cannot be assisted before being disconnected. This situation is very frustrating, and I am unsure if I have been blocked. Please investigate this matter as I am uncertain of the reason for any potential block. Name: Ramona Nilson Phone Number: [redacted]56 Email Address: [redacted] Correctional Facility: South Boise Women's Correctional Center, Boise, Idaho Contact/Inmate: Merriell Olivia Bray Inmate Number: [redacted] I appreciate a prompt response. Thank you. Sincerely, Ramona Nilson

I am having trouble using JPay with my usual phone number to add funds to an inmate's commissary account, as well as accessing JPay.com. I have been using the same phone number for JPay for months, but now it won't connect to a real person and ends with an error message. I need to add money to the card like I do every month. Can someone assist me or contact me at [redacted]? Thank you, Judy E.

I attempted to access my email account that I frequently use, but it is not accepting my credentials. My password is related to a deceased loved one's name and the year. I am certain that both my email and password are accurate. I have been a regular user of your email service for at least a decade. I am puzzled as to why I am suddenly unable to access my account. My name is Ann Robben, and you can reach me at [redacted] or [redacted]. I am trying to email my son, John F. Robben Sr., and the McConnell Unit in Beeville. His number is [redacted]9. I appreciate any assistance you can provide.

My daughter deposited $10 into my son Kevin C Johnson's phone account to call our home phone. However, the phone now says that Global Tel Link handles the account. I added $57.95 to his commissary account last week with ID number [redacted]6-C. On October 7, [redacted], my daughter added $10 to his account using our usual method. We are trying to figure out where the money went. How can I recover it or transfer it to my son's account? He struggles with reading, so they should be aware of his difficulty. We've never had issues before, and now we see something about Global Tel Link. Can someone explain this and how to contact them?

I have previously reported an issue with inmate [redacted] in Florida regarding his tablet. When attempting to switch apps, he must exit completely. Jpay's solution was to buy a new tablet, which I find unacceptable. As a loyal customer, I urge Jpay to address this problem rather than suggesting a new purchase. Inmate [redacted] is due to be released in March or April [redacted], rendering another tablet pointless. It should be standard for Jpay to resolve such issues, given their prevalence in the prison system. In addition to the tablet problem, there are more concerns at Taylor Correctional Institute. The Kiosk has a damaged USB cord, hindering tablet syncing. The exposed wires need replacement. Moreover, the phones in F1 Dorm at Taylor Correctional Institute, specifically phone "[redacted]," are reportedly malfunctioning, affecting call clarity. I await your assistance in resolving these issues promptly. Thank you, Pam L.

Whenever I have reached out to JPay Customer Service, I have encountered varying and contradicting information. I am currently working on replacing my aunt's tablet. Initially, she faced issues with the device, primarily a very short battery life, and submitted multiple trouble tickets seeking assistance. Presently, her tablet is inoperable due to screen problems. When inquiring about ordering a new tablet, inconsistencies arose in the process. Some representatives mentioned the need to disable the current tablet before ordering a new one, while others stated the tablet cannot be disabled and must undergo assessment before a replacement can be requested. This discrepancy has led to confusion, particularly as my aunt, who is elderly and visually impaired, requires a functional device. I am uncertain about the number of tickets needed or the correct procedure to follow. Additionally, conflicting statements regarding the current tablet's status being disabled have further added to the confusion.