We have had to use GTL phones and services off and on for the last 2 years. At first, the collect calls from prison came through our local telephone provider, but shortly thereafter, GTL put a freeze on our communications until we paid them for the privilege to use their services instead of our local company. The calls are expensive, furthermore, you cannot clearly hear from their phones (Penn Pavilion, New Brighton, PA) if you are lucky enough that the phone calls get disconnected prior to the 15 minutes you are alloted to talk. If you call to report the poor phone connections, it doesn't matter, they can't and won't help you or even consider a refund. The phones have not been fixed there for years. Does the prison system get a cut of the phone funds or is this just legalizing theft of services? The billing statements are not correct and you cannot keep them straight, since they change when you request a billing history. The "doctored" statements vary from time to time. Months ago, we requested a refund. Last month, we demanded our $100.00 back and have not received anything yet. I called today, (8-29-12) and GTL's rep says that a Western Union Credit Card was mailed out 8-17-12. I asked about the card and there are fees that apply if you use it. Who gets those fees, Western Union or GTL? Why do we have to pay fees to get our full amount refunded to us? Isn't the irony blatant...GTL provides telephone service for prisoners and their families, yet they are the THIEVES who are PROTECTED by the government and Department of Corrections. One last suggestion...CLASS ACTION SUIT.