Business Profile
Holding Company
TouchPay Holdings, LLCThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company Telmate aka Getting out, is supposed to help you keep in contact with your loved ones while they are in prison. They have provided nothing but stress, and a "still in review" update for over 5 months. On 1/18/2024, I received an email stating that I needed to request a refund, or I would be losing the funds of $94.25 that I had in the account. I then called and requested a refund. March 25, 2024, I had not received the refund of $94.25, so I called to see what the issue was as it was past the 6-week ***** The person that I spoke with stated that it was "still in review". June 13, 2024, called to follow up on the issue with the same resistance that I always get and also to be told that "it was still in review" (attached documentation to today's communication. The nature of the dispute is that I still have not received the $94.25 and that the issue is "still in review" since March 25, 2024. The business has not tried to resolve this problem. There is not account number, order number, tracking number to refer to.Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 10th I loaded money onto an app provided by this company. The app is to provide a contact device with inmates at the ********************************************** facility. They already have the name and location of the facility wrong In the app they say it is a ************* facility which doesn't exist in **. Anyway they promise to send photos online to a tablet to inmates. I tried to send photos and they didn't send them but charged my anyway. They blame the photos not being allowed on the facility. And vise versa. They refuse to refund the money. They take my money instantly but when I tell them to close out my account and return all remaining funds. That delay and say it takes up to four weeks. They are not only taking my money and not providing the service promise but doing this to man others as well. We have no other option of any of the services provided by this app. They have a monopoly in the facilities they serve so I can't choose another option for service. There are many companies like this promising this service and not coming through. Many many people are being done this way. There needs to be more of a regulation on these inmates services. Because to many companies are preying upon people and robbing them of their hard earned money. And thinking nothing will be done because there is no option for a competitor to come in. This has went on for too long with this company this needs to stop.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On March 19, 2024, I deposited two hundred to an inmate in *****************, **. However, by mistake I made the deposit on the wrong account. I requested a refund, and since, I have contacted them three times, and every time they are telling me that I should be receiving a check within one week.Initial Complaint
03/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 4/28/23 I was advised by the sheriffs department of options to pay a bail amount for someone who was picked up for a traffic citation. The option to pay for the bail was to use Touch Pay website with the provided facility number and ID number. I was advised that if the person showed up to court, bail would not be needed and it would be refunded. The same day that I paid this, the warrant and bail was quashed. No bail amount was going to be needed any longer. From that day, I have been reaching out to Touch Pay, the sherrifs office, county court and the jail facility. All parties are saying this would be refunded through TouchPay since that is who I paid. The court says they have never received such payment showing bail was ever paid for the individual. After months of going back and forth and getting no resolution with the merchant, I reached out to my bank to dispute the claim. ***** provided a credit and refunded the money on their side. TouchPay responded to ***** and disputed my claim, causing ***** to take the funds back out of my account and denying my claim. This caused me to go in the negative and my account was essentially closed. Yesterday, ***** called to see about a resolution for my now closed account and they advised that I go through BBB to try and have this resolved. I have exhausted all other options. If the bail funds were never paid to the court, where are they? & why arent they being refunded?The transaction number is *********. For the amount of $257.25.Initial Complaint
03/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My husband and I made 2 transactions that were never received by the inmate. One transaction was on 2/27/2024 and the other on 03/01/2024. I called to the customer service to try to see what was going on and how could we resolve this and both of the customer services agents I spoke to were unhelpful and rude. I am extremely unsatisfied by the way **** employee ID 1032 and ****** employee ID 1205 handled my situation. The inmate we attempted to send funds to has now been moved to a different facility in which they do not provide Touchpay services.Initial Complaint
03/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have added money to the account twice for an inmate to be able to have texts and FaceTime. They send a receipt but the account says 0Initial Complaint
02/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Contacted Touchpay on Febuary 5th. due to my account being block from sending money to a inmate. Was told I now owe $172.43 before I could send money to this inmate. Was told this charge was not because of me or my account but another individual years ago who sent money, and disputed the charge. They now want compensation of that balance, and fees attached to this account. How is this legal to hold me responsible for a balance "NOT" incurred by me. This is a dispute betwen them , and whoever this person was years ago. They will not tell me anymore information about who this person was. They demand payment or they will "NOT" give my money to said inmate. They will only accept Money Order , cashier Check mailed to them and will hold the check for 10 buissness days until cleared. **************** rep agree with me , but said there is nothing that can be done. I will seek legal actions, since this seems not to be a legal practce.Initial Complaint
01/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have paid money multiple times to this company to talk to a loved one in person and this company makes it so difficult. First the employees are rude who works there and hangs up all the time with out solving my issue. Ive paid money to send pictures to an inmate and it was denied due to their system messing up and not due to it being inappropriate but because of their app issues and I can never be refund back my money for their issues and its many times. Im tired of it and I cant speak with an manager without an rude employee being unprofessional.Initial Complaint
12/06/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I paid ***** for an inmate at ************************* for commissary / that jail does NOT use this company for commissary they use JPAY and i now know this and was able to get monies to an inmate. This company is fraudulent in saying they do provide this service. Feel free to call the sheriff's there at jail or the warden and she will tell you they USE JPAY for all commissary at this jail.So I called company to get refund and i was laughed at and given to other customer service people to handle and hung up on.. they state that the money was sent and they could not refund .. it was NEVER RECEIVED as the jail does not use this service they are fraudulently taking money and not giving it back. I need help.Initial Complaint
11/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This site is by far the worst. I have been sending pictures to my loved one and almost every single picture regardless what it is it gets denied. I sent a picture of some chips and it was still denied. I contacted this company many times asking for my pictures to be released and approved or refunded. Never no answers. I called and was told screenshots not allowed, so I send pictures besides screenshots and nothing gets approved or I need to resend ************************************************************************** on the photo policy and nothing sent back no response. I was told since my pictures violated policy I wont get my money back. There is no policy I searched everywhere and all it says is to call customer service. I have had it, I know I probably got $30 or more in unapproved pictures. I want them released or refunded back to me. I also want the photo policy for the Ohio Corrections Facilities sent to me if not standard for every state. I am over this company them rejecting every photo I upload to just have to keep trying to get it approved 20 more times. Something needs done and resolved here. The facility is ODRC ****** for booking number A733257
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Contact Information
Customer Complaints Summary
36 total complaints in the last 3 years.
18 complaints closed in the last 12 months.
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