GTLconnectReviews of connectnetwork.com

I'd give 0/5 if I could. It's disappointing but not surprising. If anyone should be in jail it's the people running this clown show. Sub par performance by grifters with a captured clientele. Must be nice to be bad at your jobs and still have people be required to use your service. Just about everything almost never works properly. Don't need to know much more than that.

It’s difficult to get a hold of anyone on the phone. Then when you finally do, they’re rude and rush to get you off the phone. What’s the point of working in customer service if you’re not going to help AT ALL.

The GTL corporation provides horrible service for inmates, friends and families. When I had a serious problem with this company, I called the fraud department of my credit card. Then I filed a fraud complaint with the Consumer Financial Protection Bureau (CPFB) in Washington. Their phone number is (855) 411-2372. Filing out the complaint form is not difficult and it’s worth aggravating the company employees. If you are not being treated well by GTL, tell the employee you’re contacting the CPFB and listen to them freeze up. If you read the CPFB website, you will find they sued this dysfunctional outfit as did the Federal Trade Commission. Fight back! These jerks hurt inmates and others. When I filed a complaint, my problem was quickly solved.

Beginning in April 2026, I was trying to establish phone communication with an inmate. I contacted ConnectNetwork/GTL for assistance with setting up an account because the inmate's name appeared in the system, but their facility did not. The representative instructed me to simply select any facility and location, assuring me that I would still be able to receive calls. I followed their instructions exactly as I was told. After three unsuccessful attempts, I contacted customer service again to explain that the account still wasn't working. That was when I was informed that ConnectNetwork/GTL was not even the authorized provider for the inmate's facility. Since I had followed their instructions, I requested a refund. The representative collected my information and advised me that I would receive a refund check in the mail. After two weeks had passed without receiving anything, I called again and was then told that refunds actually take six to ten weeks to process. When I finally received the refund, it was $5.00 less than the amount I had originally deposited. When I called to ask why, I was told that the $5.00 had been applied to a phone number for which I was supposedly not the account holder. That made absolutely no sense because the account belonged to me. What followed was over three months of dealing with some of the most frustrating customer service I have ever experienced. I was repeatedly transferred between representatives who either lacked the training to resolve the issue or provided conflicting information. Rather than focusing on finding a solution, I was consistently told what they could not do instead of what they could do. At one point, I was instructed to submit screenshots proving ownership of my account. I promptly sent everything requested, but no one ever contacted me. Seven days later, I called to follow up and was told they had received my email and were opening another support ticket. I was assured someone would call me back. That never happened. Nine days later, I called again only to be told that my detailed email supposedly didn't contain the information they needed. No one had ever reached out to let me know there was a problem. I only learned this because I took the initiative to follow up myself. I eventually spoke with a supervisor named Alex, who seemed more frustrated than interested in helping. Instead of providing direction or attempting to resolve the issue, the call ended abruptly after he disconnected the conversation, forcing me to call back yet again. The next representative had me send another email containing only a few lines of information—essentially the same information I had already provided in my original, much more detailed email. I was promised another follow-up email, but based on my experience, I have little confidence that it will ever arrive. My issue remains unresolved to this day. The most disappointing part of this experience is that what should have been a simple account correction turned into months of unnecessary frustration, repeated phone calls, broken promises, and a complete lack of accountability. If management or the company's leadership is unaware of how customers are being treated, they should take a closer look at their customer service operation. There appears to be a significant lack of training, communication, and ownership, resulting in customers being left to repeatedly chase answers on their own. I rarely leave negative reviews, but after spending more than three months trying to resolve a straightforward issue that was created by incorrect information provided by your own representatives, I felt compelled to share my experience. I sincerely hope this company invests in better employee training, stronger accountability, and improved customer service so others do not have to endure the same experience.

Whoever hired this man should be fired! All I am trying to do is make a deposit so our love ones can calls us!!! This all happened in one day! I called 4x’s today looking for help! I called my bank 5x’s thinking my bank keeps blocking my card! I tried using two of my debit card AND my credit card and their system keeps declining my payment! Didn’t give no attitude just looking for help! On my last two calls with the SAME MAN! I waited ONE HOUR for a man who sounded Hispanic to HANG UP on me! Didn’t even call me back! I waited another ONE HOUR for him to show me he doesn’t know how to do his damn job! He’s telling me I NEED TO KNOW THE CORRECT NAME TO THE FACILITY. WHICH I GAVE IT TO HIM! I said “IF I CREATED AN ACCOUNT USING THE SAME FACILITY NAME THAT I’M GIVING YOU AND I’M ABLE TO LOCATE THE INMATE NAME” WHY THE HELL WOULD YOU THINK I’M NOT GIVING YOU THE RIGHT NAME! How hard can it be to do customer service?!

If I could give a zero star and a middle finger to this company I would. I asked for a fund transfer from one phone number to my new phone number and I did what they asked of me. I sent numerous emails to calling numerous times and talked to them about it only for them to tell me it should reflect in my account in a couple hours but could take up to 72 hours and it's been that or more. My loved one keeps trying to call but can't get through because these people won't mash a few buttons and transfer the money. If the shoes were on their feet they would want to talk to their loved one but they just don't give a shit about their customers!!!

0 stars for a dysfunctional system website sign in age scroll 70 pages awful info support service 0 stars

There isnt an option for zero stars but that is what this company deserves. This company leaches off of the imprisoned population like private prison systems. The customer support just routes you back to the waiting que for a vicious waiting cycle. This is a scam and needs to be regulated and not a monopoly. Thank GOD my brother is being released in November if not earlier.