Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Went to deposit a total $208.00 for a family member incarcerated on 12/21/2024 at the kiosk they have at the jail. It took a $5.95 fee which I was ok with, then the kiosk proceeded to spit out a very hard faded/messed receipt as shown below making it very hard to read. You can not even make out the transaction number on it (receipt will be very important in this case). A couple days later when asked if said family member received all $202.05 we sent, he said he only received $150 of it. Upon hearing that, I went back down to the jail and asked who we can contact about why only $150 of the $202.05 was given and what happened to the other $50, the sheriff present said it's a third party so he couldn't do anything about it and that we would have to call touch pay. Eventually called touch pay and no answer, was just told by an bot voice to leave my phone number and they will call me back. As stated above, the receipt we were given was really faded so we most of whatever is written/printed on it is near impossible to make out as numbers and letters are missing. I need and want answers as to what happened to that $50 and why the $202.05 was not given fully and to refund that $50 or put that $50 into the commissary that it was originally intended for. My only fear is that with how faded the receipt is, it would be hard to argue or recover said $50. Hoping BBB can help resolve this issue.

• Initial Complaint

  11/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I sent $25 to the inmate account and $10 to friends and family account. Being new, I wasnt sure how to navigate through the system. I realized that I was unable to do anything on the website EXCEPT add funds. I called customer service twice (******* *************** #*******), and both times they asked me many, many questions and concluded that the problem was my fault. Agent **** went as far to stated that it was my internet, then he said something was wrong with my phoneand continued to say the problem was with my laptop. Neither would troubleshoot to guide me through the problem. I asked for my money back and was informed that the money was no longer mine, and that no refund would be given. I explained that I didnt understand this, because if I cant send a message, how was the inmate going to contact me? My Receipt of Order for the Friends and Family account is ************. The second Receipt of Order for the Inmate account is ***********.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I'm writing to formally lodge a complain regarding the account of my son, ***** ***** **** who is currently incarcerated at the **************** in ******, *******. Upon attempting to add funds to his account, I was informed online that his account is blocked. When I contacted TouchPay Online customer service, I was told this is due to a disputed charge made during his previous incarceration, which supposedly involved someone ordering packages for him. It was explained to me that in order to resolve this, the "delinquent" amount needs to be paid before further packages can be ordered. This situation is extremely frustrating & concerning for several reasons: 1. My son has no knowledge of anyone other then myself sending him packages, and he has stated he did not receive any packages from anyone else. 2. my ******* have no connection to the charge that was disputed, and nor does my son know anyone who would be involved in this. 3. When i requested information regarding the individual who disputed the charge i was denied access to this information leaving me unable to properly address or resolve the issue. In order to send packages you must create an account with name, phone number and address and now despite this, it seems the responsibility for paying this disputed amount is now falling onto my son or myself without any effort to investigate who is truly responsible. My son is currently incarcerated with controlled movement and limited external communication so he has no way of handling this matter. it is unjust & unprofessional to demand payment for a charge that neither of us was involved in. I'm requesting that this be resolved promptly. I want the correct party to be responsible & this block to be removed from my son account.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Company has made it very difficult to verify my phone number. I have tried multiple times and their system has failed to call and text. As such, I am receiving bad customer service, while my brother is in jail.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put money on a phone account, I was trying to put the money on the inmates books but I used the wrong app, so I have a huge phone/email balance, currently $196.00. I know I can't use this balance so I called: ************* to request a refund on 05/07/2024. After holding on the line for 18 minutes the call was disconnected. I then sent an email 05/10/2024. I was referred back to the number to call to get verified *************.I recalled the number on Saturday 05/11/2024 @9:05am and got a hold of a *** and was told that it would take 4-6 weeks for a check to be mailed to me and they could NOT return a credit to my card.I called again: 07/08/2024 - I was told by a *** that they would CREDIT my credit card for the balance 08/02/2024- I escalated my call and spoke with supervisor ******, whom told me that I was informed incorrectly and that the refund takes 6-10 weeks ****** went on to inform me that the refund was approved by the back office on 05/16/2024 and my case # is: CS0896749 I can't get them to refund my money ONLY EXCUSES **************** Case ********* has been created. Short Description: I am requesting a refund of the full balance on my account.I called *************, and after holding for over 18 minutes, your ***resentative answered, and somehow couldn't hear me, after ***eated attempts to be heard. They ended up hanging up on me.My email log in on my account is: ****************** I am requesting the full refund amount: $196.60 My phone number is: ************* The training facility that the inmate that I used this account to communicate with is NOT at:Correctional Alternatives TN (COrAlt)but your system will NOT allow me to input:CDCR_Correctional Training Facility-CTR Please send me a confirmation of my request as soon as possible!Thank you,*********************** GettingOut

  Customer response

  09/11/2024

  The business mailed me a check dated 08/26/2024 for the full amount owed: $196.60.  The check has cleared the bank.  You may close this case.  I have been paid in full.  Thank you for your services.

  Customer response

  09/13/2024

  I previously responded to inform you that the company mailed me a check in the full amount due $196.60.  Check was dated 08/25/2024.  The check has cleared. 

  Thank you for your help in this matter.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  TouchPay owns and operates the web site GettingOut. They continually ******* to fix the issue that prevents users from making deposits through the web site platform.They also refuse to correct a code problem that prevents users from entering numeric numbers in text being sent across the web site. When a numeric number is used in a text message, a "error message shows up claiming use of an emoji" which is not accurate. Then the message is blocked from being sent. So users cannot exchange telephone numbers or addresses (as an example). Multiple messages exchanged with the group has resulted in simply denying these issues exist.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I just want to let the company know of the issues going on so they can be resolved them 1 it's extremely hard to get an actual person on the phone after numerous calls I talk to 1 *** and 2 supervisors trying to correct the issue, I attempted multiple *********************** through ****** to submit my verification I would put my information in hit submit and it wouldn't completely go through I then downloaded the app got everything submitted was verified and was able to send messages and photos I went to schedule a video visit and then it said I needed to verify, this is when I started calling the customer service number which is extremely hard to navigate and getting a live person is hard each manager and *** assured me the issue was resolved and that I wouldn't experience any other issues but it is back on not verified so this is now the 100+ time of me redoing this process of verying myself, I have emailed the company with no response by the company the tablet reception is not good and calls often drop along with videos and it's hard to get an agent to get a refund and for ***orting this my account will most likely be shut down by them but the BBB needs to know

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  TouchPay is a payment processing company headquartered in ******, ** operating under the name of ********************** (a ************************** business). They handle repayments to the ******* of *************** *************This past week, my wallet was stolen including my bank card. My autodraft payment was declined since the bank locked the card the same day it was stolen. I signed into my online TouchPay account to 1 delete the old card number & add the new one; edit the autopayment with the new card; and insure that my August 1st payment was processed so it wouldn't be late. I could logon but nothing related to payment worked on their system. Tried multiple times.All TouchPay operators did not speak English as a first language (they were not Hispanic) and were under pressure to terminate the calls as fast as possible. Call 1 Said he couldn't find me in the system & hung up on me. Call 2 She said she couldn't stay on the phone. She told me to download the phone app and do it myself, "their online system never works." Hung up on me. She found my account.Tried phone app - same problems as website. Call 3. Very professional. He told me he wouldnt be able to help and would transfer me to a supervisor that could. Also under pressure to get off the call. No problem finding my account.Call 4 ***************** ****** or *******. Also found account. Checked that my Chrome browser is the most current. Deleted all browser history. He can't do anything but make a report for TouchPay. He suggested that I try again later. Calls 5-8. ********** of Banking, 2 different numbers, autobot answering system. No option to talk to a human. Left a message.I find that TouchPay, **********************, Getting Out, and ViaPath Technologies are all part of one company, each stealing from customers and not providing services. Someone needs to investigate them and shut them down. They are stealing taxpayers' money.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *********************************** 9/14/1992 Inmate #: ********* Case #: CM2020000364 Bond type: Secure bond, status code: R26.12 $1000, $250 Bottom Line Up Front: *********************************** was arrested and taken to Pinal County Jail on 12/4/2022. A $1250 bond was paid via TouchPay Holdings, LLC on 12/7/2022. Both the Pioneer Justice Court and The Superior Court in ******** stated that **** was voided on 12/5/2022 and neither court received the money since the inmate was released on 12/5/2022. He showed up to his scheduled court day on 12/20/2022. The money should have been refunded to the credit card used to pay the bond, however, it was not. I have notes with dates, phone numbers and names of people I've spoken to at courts, detention centers and mostly TouchPay Holdings, LLC. These can be provided if needed.

• Initial Complaint

  07/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On July 19, 2024, my son's commissary order didn't arrive. No explanation provided. He will go hungry!DELIVER it NOW. My account shows he paid. It doesn't matter if he perhaps forgot to sign for it. His booking number is on the sheet.

*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. ↩