JailtATM.com Customer Service Issues

I have been trying to get an issue resolved since December [redacted], but unfortunately, the problem still persists. In December, my grandson, who is in Southern Regional Correctional in WV, was unable to make calls to me. I contacted the service and was informed it would take 10 days to correct the issue. Missing calls during Christmas and New Year's was disappointing. I verified with my telephone service that the problem was not on my end. My grandson's birthday is coming up this month, and I hope this matter can be resolved before March 13th, [redacted]. Unfortunately, when I requested to speak to a supervisor, the call was disconnected. I urge you to address this matter promptly, as your mission statement promises. Thank you for your attention to this issue. Brenda N. Email: banann5050[at]gmail.com. My grandson's name is Kenneth Dewayne Smith III.

My friend, Paul Anthony Motley, has been in the Sedgwick County Detention facility for 7 months. His ex-girlfriend, Glenda Barrett, has been harassing him through emails on the jail ATM, threatening his life. Despite informing the facility, they mentioned they couldn't help. There's a no-contact order in place, and Paul is facing multiple misdemeanors for supposed contact, even though Glenda is the one harassing him constantly. She was blocked once but has created another account under Sarah Barnes to continue the harassment. Paul is unsure what to do but wants to press charges and get a restraining order. He wished for the facility to block Glenda/Sarah Barnes from contacting him and requested vigilance for any further attempts to harass or threaten him.

I recently used a new credit card and was asked to verify my identity by submitting a picture of my driver's license via email. After I sent the required verification, my account was approved, and they said it was unlocked so I could resume making payments. However, my account has not processed any payments since then. I contacted customer service, and they said the case was closed, and the account was unlocked. Despite this, whenever I try to make a payment, the system still doesn't accept it.

Hello, may I ask why there is a $0.55 charge per email when the available options are only in $5, $10, and $15 increments? It would be more straightforward to have email credits on a 50 cents basis to align better with these amounts. Currently, the pricing seems arbitrary and unfair. It would be more customer-friendly to adjust the pricing structure to make it more logical for users. Your cooperation in addressing this issue would be greatly appreciated. Thank you.

I have not received Order #[redacted], possibly due to a funding issue or a problem with the payment card. I placed a new order in early December and have not seen it reflected anywhere. I am hesitant to reorder in fear of being charged twice. Can you please provide an update on the Monster Christmas pack for Mark Maples at Gordon County Jail in Calhoun, GA? I am disappointed by the lack of communication and the absence of a live customer service representative for assistance. It feels unfair when a company monopolizes a market without facing competition. How would this be tolerated in a competitive environment?

I sent a commissary package to my son in the Escambia County Rd. Prison in Cantonment, Fla. It was declined, so I confirmed there was enough money on the card and resent it. The site mentioned it was submitted and would send a confirmation email. Unfortunately, I haven't received one so far. My son informed me that it needs to be processed by tonight for him to receive it. Can you please check if the package was accepted?

On 12/10/19, I was charged multiple times for the same messages. This has occurred before, but it was particularly noticeable this time. The messages were delayed and only received on my phone the next day. I request a refund for the duplicate charges. I am also puzzled about why I have to pay for these messages when the sender has the gold pass. These repeated charges feel like an unfair deduction from my account.

I'm curious if JailATM sends any physical mail to your home if you create an account and add funds for email and video visits. I've been friends with someone incarcerated for nearly 19 years, but I live with others who wouldn't approve of this communication. It's crucial that no mail is sent to my address. Can anyone provide assurance that JailATM will not send mail to my home?

I attempted a video call yesterday around 3:15 p.m., which was on 2/3 of [redacted]. Despite my efforts, the call did not connect after waiting patiently for 2 to 3 minutes. Eventually, I decided to end the call. Later that evening, I received a text notification from my chime account, informing me that $5 was deducted without my authorization due to the failed video call attempt. I was disappointed as I never got to communicate with my son through the video call. I have been trying to reach out to you via phone today but was only greeted with music. I kindly request a prompt return call. Thank you.

I visited the Adams County Sheriff's office in Decatur, Indiana to add funds to an inmate's account. However, during the process, I was required to verify my identity by answering various questions, some of which were unrelated to me. Additionally, I was asked to provide an ID picture verification. Following the instructions provided, I uploaded a picture of my ID next to my face for verification but encountered an error message when trying to submit the information online. I am unable to find any contact information to address this issue, and I reside quite a distance away from the jail. I am hoping to resolve this matter promptly. Thank you.

I had scheduled a video visit last night on 4/17/[redacted] around 10:40 PM. Unfortunately, there was no answer when I tried, and the call that did get through was abruptly disconnected after only about 2 minutes, leaving 18 minutes of unused time. I couldn't call back due to the limited hours. This morning, on 4/18/[redacted] at 10:00 AM, I received an invitation for a video call, but upon clicking the link, I was informed that there would be a charge of 29 cents per minute to add money for the call. My call was dropped and not utilized. I have never faced such issues with this platform before and have spent a significant amount on my sister R.K.'s account to keep in touch with my brother T.R., who used to be an inmate at Whitfield County Jail in Dalton, Georgia. Given the current circumstances of COVID-19 and our recent struggles due to the Easter weather damaging our home, a weekly video call is crucial for us. Kindly review the account and reinstate my video call. I have taken screenshots detailing the problems with dates and times for your reference. Thank you.

Three times now, I noticed an additional $20 charge from QUASI on my Visa card. I have already paid the extra fees for my three deposits and I am fine with that. However, I did not authorize this QUASI company to charge me a total of $60. I need to be refunded for the unauthorized charges. Interestingly, this only occurs with my Visa card, not when I use my MasterCard. The $20 charges were made on 7-01-20, 6-23-20, and 6-12-20 when depositing money into Michelle B.'s account (#[redacted]). It would be appreciated if you could rectify this by refunding the $60 as these charges by Quasi are labeled as "Cash Equivalent Fee," yet they are not authorized by me. Thank you.

On 9/11/[redacted], a $75 charge appeared on my TVA Credit Union statement for inmate R.L.A.'s account at Knoxville County Jail. There were no corresponding deposits to explain this charge. The recent transactions on the account were for $[redacted] and $25, not $75 as listed. I did not authorize a $75 charge and request it be refunded promptly. Failure to do so will result in contacting the Better Business Bureau. I will discuss this with my bank at 1 pm today and request a dispute if necessary. Please rectify this error promptly. Contact me at [redacted] or via email at [redacted]

Hello, I am having a frustrating experience with your service. It does not accept all credit cards, and despite showing the order went through, I receive an email days later saying it was declined. I feel like the inmates are being mistreated, and I was hoping to send a gift basket to my loved one for Christmas. If I place the order for the gift basket today, will it arrive by Saturday? I require assistance, but I find it challenging to get help from your team.

I have been trying to contact your customer service for two weeks regarding an issue with my card. My boyfriend is currently in Anderson City federal holding, and I need to resolve this urgently. I have never encountered such problems before, and I am an educated RN determined to address this matter effectively. I find it frustrating that I cannot find a phone number to reach out to and this seems suspicious. If this matter is not resolved promptly, I will escalate this to my Governor and the news stations to ensure this issue is taken care of.

I successfully sent $[redacted] to my son a month ago with no issues. However, for the past week and a half, every time I try to send more money, the screen darkens when I click "send money now" and indicates that it hasn't processed. Initially, I used Internet Explorer, then someone suggested trying Google Chrome. After opening a Gmail account, I am still unable to send money to my son, who only has $20 left and I cannot visit him in jail to add funds. I am 70 years old and live two hours away. The individual who advised using Google Chrome mentioned that others are facing the same problem. I had hoped this issue would be resolved by now. I appreciate any assistance with this matter.

I am having trouble putting money into my account with Southwest Regional Jail Authority. Each time I try, the transaction is declined. I have contacted the jailatm support, but I can only reach out via email. I have sent several inquiries but have not received any response yet.

I recently placed an order for my son, CJ Carruthers, who is currently incarcerated at the Roberts County Sheriff's Department in Sisseton, South Dakota. However, I encountered an issue where my card was mistakenly charged four times for a single order, resulting in a total of $[redacted] being withdrawn from my account. Despite trying to rectify this online, I kept receiving an "Unable to Process" message. Additionally, there was an extra charge of $40 on a different card ending in [redacted]. I would greatly appreciate it if the multiple overcharges could be refunded promptly. Please contact me at [redacted] to resolve this matter.

Hello, my name is Barry R. I am currently experiencing difficulty contacting an inmate named Jennifer Royer at the Johnson County Sheriff's Office in Kansas. When I attempt to reach out to her, I receive a message stating, "You are currently not allowed to contact this inmate. Communication with this person must be manually approved by the facility." Despite confirming with the jail that there are no restrictions on her, I am still unable to connect with her. Another friend of hers relayed a message to me as she also faces challenges reaching out. I am concerned as she has other cases in different parts of the city and may be transferred soon. Communication ceased around her sentencing on the 8th of the month. Any assistance with facilitating contact before her potential transfer would be greatly appreciated. Thank you for your attention to this matter. Regards, Barry R.

Subject: Issue with Non-Delivery of Commissary Order Dear Customer Service, I am writing to address a serious issue regarding an undelivered large order placed for Inmate Jason Pierce at Hutchinson County Jail in Texas. The order, totaling $[redacted].42, was processed on August 16, [redacted], with an expected delivery date of August 18, [redacted]. However, as of today, 22 days later, the inmate has not received the items ordered. Despite multiple attempts to resolve this matter with jail staff, the order seems to be missing. I am extremely dissatisfied with the service provided as I expect orders to be delivered promptly, especially when payments are deducted immediately. I demand a full refund of $[redacted].42 to be credited back to my original payment method. The lack of communication, delayed delivery, and excessive fees have led me to decide not to use your service in the future. I urge you to rectify this situation promptly by processing a refund to avoid any further escalation of this matter. Regards, Rigina L. C. West