JailtATM.com Customer Service Issues

To Whom It May Concern, I have recently purchased phone time to communicate with my loved one at Vermillion County Jail in Indiana. Despite multiple attempts, I have been unable to successfully connect with my loved one using the automated system. Each time I answer the call, I am prompted to press one to allow recording and connect with them, but the system does not seem to register my input. This results in the call ending abruptly without establishing a connection. Even though my loved one has attempted to call me multiple times and there are funds available in their account, the issue persists. I have previously received an email mentioning a problem, but I still require assistance to resolve this ongoing issue. Your help in addressing this matter would be greatly appreciated. Thank you.

Yesterday I added $10.00 to messaging. Later, when I tried to add $[redacted].00 to Send Money, it declined the card and asked for an alternate method. I tried another stored payment, which initially showed the same error, but when I went back, it said the inmate received a deposit of $[redacted]. However, although it should have been a total of $[redacted], my husband informed me he never received it. Upon checking my bank account, the $[redacted] was not deducted, but the $10 was. Since the balance in the messaging account remains, it seems the $10 wasn't added there. I would like the $10 to be added to inmate William M. Rogers' Messaging account, transferred to his other account, or refunded to my bank account.

I recently added funds to Clifton S.'s account at Gaston County Jail in Gastonia, North Carolina. The charge was $53. Although it shows that he received the funds, he was only able to use them to buy phone time, not for ordering canteen items. Immediately after that, I tried to add $10 for messaging via the jail ATM, but received a message saying "Your financial institution won't authorize this transaction." Upon contacting my bank, they have no record of the transaction and suggested the issue might be on your end. He needs to place an order tonight, so I would appreciate your assistance in resolving this matter.

My son is currently incarcerated at Blue Ridge Adult Detention Center in Rustburg, VA. I have been struggling to manage his three accounts there. One of the accounts relates to getting out and using the tablets for video calling. Although I show a positive balance, my son is unable to respond to my messages. The Jail ATM indicates I still have $15 in that account, but he claims he only sees cents. I believe Jail ATM is the service he uses to make phone calls.

Yesterday, on 12/14/[redacted], an order was placed on JailATM.com with order number [redacted]. During the ordering process, there was a mistake where large sweatshirts were added instead of t-shirts. The quantity was inadvertently changed to ten instead of zero and resulted in an incorrect order total. I would appreciate it if you could rectify this error, as my son wears size 2XL and the addition of larges was unintentional. This was my first time using this order form, and I found it a bit confusing. Kindly adjust the payment from my account accordingly. Thank you for your assistance in advance. I will make sure to be more cautious when using this order form going forward.

Every time I upload an image on jailatm.com, I receive an automated response saying "Email is Pending Review." However, it never progresses beyond that stage. I am unsure if the image is not being reviewed and sent through or if there is a technical issue with the image format because its status remains Pending Review until it expires. I have attempted various options like reducing the image size well below the maximum limit and changing the file type to GIF, JPEG, PNG, and TIFF as specified, yet the status remains the same. I am unsure of what else to try, especially considering the expenses involved. It is puzzling that images from family and friends are received without any issues or delays, while the one I am trying to send is entirely appropriate. It just stays in Pending Review status. Please assist in resolving this issue and guide me on how to successfully deliver the image. Inmate located in LA, at FRANKLIN PARISH DETENTION CENTER: Name: Manases Alvarado, #[redacted]

I need assistance with my account issue. Yesterday, a kind customer service representative provided me with a number to call, but the line was staticky. I was supposed to have a video call with my son at Bartow County Jail from 3:00 to 3:25. Unfortunately, the video system at the jail was down, and I did not receive the call I had paid for. Could I please request a refund to reschedule another call? Thank you, Darlena F.

I have sent two emails to Jail ATM in the last three days and only received one response stating that someone will reply within two days. I have been waiting for five days. My issue is that I deposited money into what I believed was a prepaid phone account, but the facility deducted $10 from the $20 I deposited. I expected to purchase a $20 prepaid card without any additional deductions. Now, I am waiting for a $20 refund from Jail ATM to try to deposit directly into a prepaid phone account. I am considering giving a money order or cash to the jail directly, but it is inconvenient as they are an hour away. Has anyone else experienced similar problems with Jail ATM and the jails? It seems like a money-making scheme. Signed, K.T.

I am having trouble receiving a verification code on the automated system to reconnect my cell phone for emails. Although I got a message about closing a ticket, I am still unable to get the code. I keep my email organized and did not find any messages in my spam folder. I kindly ask for your immediate attention to resolve this issue.

My son, Aaron R., is currently incarcerated at the South Dakota Penitentiary under the ID number #[redacted]. A few weeks ago, I arranged for 2 gift packages to be sent to him through Jail.atm. The first attempt to pay with an active credit card was unsuccessful. Following some business-related issues, I had to cancel the bank debit card I initially used and replaced it with a new one. I updated the payment method on Jail.atm, and the $64.99 charge went through on 12-29-21. Despite this, I received an email from Jail.atm indicating that the order was not fulfilled due to payment method complications.

I, like many others, encountered issues with trying to initiate a video visit and encountered an error message. Additionally, I attempted to send a text message as stated, but received conflicting information about the inmate's messaging capabilities. I have already paid for the service and expect it to work correctly as advertised. I urgently need to communicate with my girlfriend about her legal situation. The website is not providing the expected service and is instead adding to my frustration. I have the necessary technical skills, so please avoid generic troubleshooting advice. Please provide a straightforward response about the system's functionality. If it's not working properly, acknowledge it rather than giving evasive answers. I seek assistance for myself and others facing the same issue or a refund.

I am currently experiencing difficulty making a payment for a friend in jail who needs commissary. There seems to be an error in my account that I have been trying to resolve for several days. I am frustrated that the system is not allowing me to make the necessary corrections. It is challenging that I am required to provide personal information yet still unable to complete the transaction. I am in need of assistance to rectify the issue promptly. I would like to speak with someone to address the account matter or find a way to reset my information in the jail ATM account. This situation is becoming increasingly frustrating.

Hello, my name is Leondra Pargas-Deleon. My boyfriend is currently in the Socorro County Detention Center in New Mexico. The issue we are facing is that he called me, but the call got cut off as he needed to add more money to the phone. When he tried calling back, he was informed by the operator that my number had been added to a "do not call" list. He then had his mother contact me to inquire why I had blocked his number, which I did not intentionally do. I am wondering if this was accidental or if there is a way to unblock the number. Neither of us made any changes, so it is a mystery how this happened. I would appreciate any assistance on how to resolve this. Thank you.

I attempted to add funds to my grandson's account for making calls from the Thomas County Sheriff's Office and Jail in Thomasville, Georgia. However, after entering the necessary details, the website repeatedly rejected my information, ultimately freezing the internet connection around noon yesterday. When I revisited the site last night to retry adding money, I discovered an unauthorized charge on my account for a coffee pack purchased by an inmate, Brian Lawder, at Colquitt County Jail in Moultrie for $29.99. This transaction is inaccurate as my grandson is detained at the Georgia Diagnostic Center at Jackson State Prison in Jackson, Georgia. The contact person for this situation is Gary A. Rogers at the website [redacted] Thank you.

I have encountered multiple issues: Firstly, I deposited funds for messaging and phone calls, but I noticed that although charges are deducted from my account when sending messages, some of them, which are crucial, don't get delivered to the recipient. These undelivered messages accumulate in the draft folder without any notification, causing confusion and unnecessary charges. Secondly, despite both parties having strong signals and correct settings, I faced persistent connection problems during video calls, particularly during a critical time - my recovery from surgery. Despite our efforts, the calls repeatedly failed, draining my account balance without any successful communication, making the service's costliness and unreliability highly frustrating. The necessity for additional funds on multiple fronts to simply have a conversation, coupled with the constant technical issues and lack of service quality, creates significant dissatisfaction and leaves me feeling exploited by the service provider.

I mistakenly transferred funds to my boyfriend's account instead of adding them to my messaging account for communication purposes. I need to reach him urgently as the only way we communicate is through messaging. I contacted support immediately and was told the transfer would be corrected within 2 days, but it has now been 4 days. I am anxious to connect with him, so I am seeking a resolution promptly. Your assistance in transferring the funds to the correct account would be greatly appreciated. Thank you for your help.

On August 4th, around midnight, I accidentally transferred money to my boyfriend's account instead of my messaging account. I contacted your support team immediately upon realizing the mistake. I received an email assurance that the funds would be corrected within two days. It's now Sunday morning at 6:00 a.m., and I haven't received any update or seen the money reversed in either account. This is urgent as my boyfriend needs the funds to bond out of jail, and our only means of communication is through the messaging app. The name on the account is Sheila Mckinney, and the debit card is under Michael Reed. I can provide the transaction number and any other required details. I kindly ask for a resolution promptly. Thank you for your assistance.

Hello, I recently tried to send money to my inmate at the SD State Penitentiary in Sioux Falls, SD, but encountered an error indicating my personal information was incorrect. Consequently, I was unable to make a payment or add funds to his commissary account. Although I attempted to update my details online, the changes were not saved. I am facing challenges editing my account details, specifically my name displayed as Magdalena Verhaeg when it should reflect Magdalena Verhaeg-Blue Thunder, in line with my debit card from the First Federal Credit Union. Despite this, I am unable to amend it. My account number is [redacted], and I utilize card number 4[redacted] 9[redacted] expiring on 04/24 under the name M. Verhaeg - Blue Thunder. I have not been able to resolve the issue to enable sending payments to my inmate, and I am seeking guidance on how to rectify this matter, especially since my passport/foreign ID NPP5CJF48 remains unchanged, delaying the switch to a state ID. I appreciate any assistance in resolving this matter. Thank you, Magdalena Verhaeg-Blue Thunder

I tried to create an inmate account, but couldn't proceed without providing my full SS#. I prefer to only share the last four digits as advised. If this is an issue, kindly clarify the necessary details for a W-9 and a [redacted] OID. Requiring my full SS# can be challenging for me due to past identity theft incidents. Understand that I need to protect my fixed income source, so I hope this won't hinder my act of kindness by setting up an inmate account. Other facilities have accepted my partial SS# for payments benefiting others. Thank you for your understanding. M. Bonhage

I have noticed several charges on my debit card from JailATM.com during August [redacted]. I have no connections to anyone in Abingdon regional jail (Southwest Virginia Regional Jail Authority). The amounts range from $[redacted] to $[redacted]. My debit card's last four numbers are [redacted], and it is a Visa card. I am seeking information on the accounts where my card was used, the depositor's name, and the inmate receiving the funds. My bank has been notified about the unauthorized charges and suggested reaching out to JailATM for clarification. Thank you and have a great day. Regards, S. Taylor