JPay Customer Service Issues

I am hearing-impaired. I am trying to reach Andrew Smith at account number [redacted] to settle his account, but my video calls are not being answered. I am worried about his well-being and food situation, and I want to send him money. I would like to speak with a live person or a supervisor to address these concerns. It seems like his account may have been tampered with, causing issues. I am available for calls on Thursdays and Fridays, and would appreciate backup appointment calls and emails for communication. Thank you.

I previously contacted you regarding this issue, but the response I received did not address my concern accurately. I registered an account using a Yahoo email address and bought $10 worth of stamps ([redacted]). However, I experienced difficulties accessing my account on your platform. Another user with a similar issue mentioned that Yahoo emails sometimes are incompatible with your system. Subsequently, I re-registered with a Gmail account and purchased an additional $10 in email tickets. The new account is now functioning without any problems. Could you please transfer the tickets bought under the Yahoo account ([redacted]) to my Gmail account ([redacted])? Additionally, I request that you close the Yahoo account or issue a refund for the initial $10 and deactivate the Yahoo account as I will be solely using the Gmail account moving forward.

I am writing to report an issue affecting an inmate at ASPC-Douglas/Eggers Unit who has been unable to receive emails since June 28. When contacting Ms. Benson about this, she mentioned it was a widespread problem and assured that his mail was not being held. However, out of the several prisoners I advocate for across 4 locations, he is the only one experiencing this problem. Despite Ms. Benson stating that nothing is wrong, the inmate can send emails but not receive any. I would appreciate it if someone could address this matter and assist in resolving the issue.

My son, C.S. [redacted], incarcerated at Bland Correctional Center in Bland, VA, has a non-functioning JP5 player and wishes to exchange it for a JP6. However, I have been informed that JP6 devices are unavailable, and JP5 players are no longer sold. Can his current JP5 be repaired instead? He and I have invested heavily in games, music, and photos on the device, which he can no longer access. Several others at the facility are facing similar issues. These devices are vital for staying in touch with family through email. Kindly consider repairing his current player or offering a replacement if selling new units is not an option. Please refrain from sending troubleshooting instructions, as the power button on his device is unresponsive. Your assistance is appreciated.

My son, Christopher S., [redacted], is currently at Bland Correctional Center in Bland, VA. Unfortunately, his JP5 player is not functioning anymore, and we've been told that JP6 players are not available for purchase at the moment. It's frustrating as we've invested a lot of money in games, music, and photos on the device, which are now inaccessible. Many others at the facility are experiencing the same issue, impacting their ability to communicate with their families via email. Rather than troubleshooting tips, we would greatly appreciate if the existing players could be repaired or replaced to address this widespread problem. Thank you for your attention to this matter.

My spouse is currently in I.S.C.C and has recently received his JPay tablet. However, he is experiencing difficulties syncing it to the kiosk and can send emails but not receive them. He has already submitted a fix-it ticket for this issue. We waited since February [redacted] to receive the tablet, which only arrived this month. Today, on 8/22/[redacted], he tried to sync it again, but the tablet now indicates there are corrupted files on an SD card, which he does not have. It's prompting him to back up and factory reset it, which seems unnecessary. Should we request a replacement tablet instead? Once we receive a new one, can he send back the damaged one? The process of waiting six months for a faulty device is frustrating. The tablet is not syncing to the kiosk, and now a reset is required due to a non-existent SD card. Please advise on the best course of action. Thank you.

I have attempted to send money twice in the last 30 minutes without success. The transaction numbers are [redacted] and [redacted]. I called customer service and spoke with a representative who informed me that an error code ([redacted]?) appeared on the transactions, and there have been numerous similar reports. Surprisingly, she mentioned that when this error occurs, online direct deposits are unavailable for at least 72 hours. She could not clarify the reason for the failure. I used the same debit card that I have used before without any problems. The representative could only suggest going to a retail vendor like Walmart or CVS for a direct transfer. I am uncertain if I made an error during the transaction or if this is a system-wide issue. I hope to prevent this problem in the future. Any insights would be appreciated. Thank you.

I am reaching out regarding my fiancé, Charles W Armentrout, who is currently at Potosi Correctional Center in Missouri. Two months back, Charles ordered a new tablet and paid for it via a green check. The promised turnaround time was 21 days. Unfortunately, despite multiple trouble tickets filed with JPAY requesting immediate shipment of the tablet, there has been no response. At this point, Charles no longer wishes to receive the tablet and instead desires a prompt refund of his payment. I intend to express my dissatisfaction on various social media platforms until this matter is resolved. Warm regards, Leslie Fuller/Charles Armentrout lll #[redacted]

On 9/9/21 between 9:15 to 9:30 a.m., I had a video visit scheduled that did not take place. Despite preparing and confirming everything beforehand, the visit did not start, leaving both my husband and me waiting at our respective computers. I am unsure where the issue lies, but I am eager to reschedule this missed visit for free. It is frustrating, especially since I still have two more remaining free visits on my account after this incident. I received a call from my husband questioning what had gone wrong, indicating he was present for the appointment as well. I am seeking assistance on resolving this matter promptly.

Hello, I am reaching out to validate the successful delivery of my emails. I have been sending messages for over a month but haven't received any replies. It's perplexing as my pen friend used to respond regularly. I am concerned about the possibility of my letters not reaching him after investing a considerable sum in postage. Could you provide me with an update on his status? The lack of communication is unusually long considering our usual daily correspondence. I fear there might be technical issues hindering our mail exchange. Last time we spoke, he mentioned not receiving my replies despite me sending them, indicating a potential problem with delivery. Please assist me in resolving this matter. I have been a loyal JPay customer, consistently purchasing stamps, and it is disheartening to think my efforts have been in vain. I am puzzled by the performance of a paid service like this. I await your prompt response.

I bought a tablet for an inmate at PCI in Orient, Ohio some months ago. After an unusual wait, it finally arrived. Despite following the directions to unlock it, my fiance, the inmate, faced issues. After emailing JPay for help, they initially agreed to replace the tablet, but now they claim it needs to be unlocked. I suspect the tablet had an issue from the start. As a single mother on a tight budget due to reduced income, buying the tablet was a financial sacrifice. Communication with my loved one is crucial, and this matter needs serious attention. I hope for a prompt and satisfactory resolution from your company. Thank you for your time and understanding. Sincerely, Heidi H. Inmate: Austin R. H. Number: [redacted]

I created a JPay account a while back but forgot my password. When I tried to reset it using my email [redacted], I didn't receive the reset email. Can someone help me reset my JPay password? Also, my brother is in an Oklahoma DOC facility using phone and email services through Securustech.net. JPay seems to have some control over the account. Can you assist with this issue too?

I recently had a video visit like I have had for the past two years, twice a week. However, this time, my first visit and the first 10 minutes of my second visit were missing. During the first visit, I was constantly prompted to download software for the call, which never completed. This issue has happened three times in the past few months. I need assistance as no one is answering the phone, and the system keeps asking me to add a phone number associated with my account. I have been using the Jpay computer app for visits with my number clearly listed for three years. My number is [redacted], and despite this hiccup, I am currently online and in the middle of a visit.

My fiancé, Travis Crawford, DC# J20784, who is located at RMC Main Unit Prison in Lake Butler, FL, has written to you multiple times regarding the lack of wifi and internet service for months. He and the other inmates are unable to use their tablets properly due to the absence of wifi or internet at the facility. I have tried calling your customer service number, but I couldn't find an option to talk to a representative. We urgently need this problem fixed or an explanation for the prolonged lack of internet access. Thank you.

I need to get in touch with someone at J-Pay urgently. My son, R.W., is currently serving time at Wester Reception and Diagnostic Center. Unfortunately, my Mastercard has been used without my permission by my son and his girlfriend. They have been making unauthorized transactions for JPaystamps, money, and even Netflix. I only discovered this when I noticed missing funds on my account statement. I have taken steps with my bank to address this issue, and they are assisting me in getting a refund. I want to inform J-Pay about these illegal activities and ensure that appropriate actions are taken. I can be reached at [redacted]. My name is D.W., and my son, R.W., is the one involved. Thank you.

My name is Carmen Galindez, and I am from Puerto Rico. My son, Raymond Colon, with inmate number A61527 at the South Florida Detention Center, has been unable to receive money transfers since [redacted]. He has juvenile diabetes type 1 since the age of 9 and requires immediate medical evaluation. He needs $10 for this purpose, which he doesn't have. My second son, Julio Colon, set up an account using my name and credit card, residing in Gainesville, FL. While the first transfer on [redacted] went through successfully, subsequent attempts from both myself and Julio were rejected. Despite being advised to wait 72 hours and try again, each new account and transfer were continuously refused due to suspected fraud. As a last resort, I implored Julio to try opening a new account in his name, which unfortunately met the same rejection. I am deeply worried about my son's health and hope for assistance in resolving this distressing situation. Your help is greatly appreciated.

I recently downloaded the JPay app on my Android phone to send commissary money to my fiancé. While trying to set it up with his bank card, I encountered an issue with a pop-up game ad that redirected me. After seeing an error message mentioning possible fraud, I visited the bank to establish Power of Attorney, only to find out his account was closed. Despite obtaining my own card, I still require his for essential bills now overdue. The bank disposed of his card, requiring me to contact JPay to resolve this matter and possibly reopen his account. I am unsure how to proceed and seek assistance in unlocking or reactivating his account.

On Friday, October 28, [redacted], I tried to add funds to my son's account but received an error message. I called multiple times, unknowingly getting charged every time. After contacting my credit card company today, I discovered I was charged four times instead of once, at $[redacted].95 per transaction. I only intended to make one payment. Please rectify this by refunding the extra three charges promptly. You can contact me by phone at [redacted].

My name is Robert Eick. The inmate in question is Christopher Evans, #[redacted]. About six months ago, his JP6S's USB port broke. He asked his family to look into getting a new one for him. Despite being promised a replacement, he has been waiting for six months and has yet to receive it. I understand that you all have a lot going on, but I made a promise to Chris to try to help as being incarcerated leaves you feeling powerless. Can you please look into and resolve this issue?

My name is Robert E. Here is my contact information: cell # [redacted], email: [redacted] I recently realized that you asked me what I wanted to be done regarding the new JP6S tablet I purchased six months ago. You were supposed to send a replacement tablet to me six months ago, and it shows on my tablet that I should be receiving it. However, six months have passed, and I have not received the tablet yet. Also, the USB on the tablet is broken. I don't mean to be difficult, but these tablets are important to me. Could you please assist me? Thank you.