I have read many complaints against Correctional Billing Services, and I believe every word.
I have used Correctional Billing Services in the past and I have never had problems with this company until now.
My husband is incarcerated, and I re-activated my account about a month ago. The problem started on Monday, when my husband tried to call me, but the calls never came through. I kne it was stange to not to hear from him, since we talk everyday, and I know his scheduled leisure times. He called his mom, his mom called me and said that my phone line was blocked.
I had just made a payment on the automated pre-pay phone number that day, but apparently, it was never processed. After I talked to his mom, I called customer service, and the rep told me that there was never a payment made, even though I read him the confirmation number. He said the line was blocked because of non-payment. So, I made another payment, and told him I was never notified that my line was being blocked. He said the system would take 2-24 hours to update, and that my husband should be able to call.
The next morning, (Tuesday) I called CBS back to make sure my phone line was clear. They said the block was not lifted, and they had to manually lift the block. They said I should start getting calls within 2-24 hours.
The next day, (Wednesday) I still had not received any calls. I called CBS (AGAIN) and they said they would put in a trouble ticket to investigate why I hadn't received any calls. The rep told me to check back in a few hours. I would call back every few hours, and nothing. Then, the block was FINALLY lifted-my husband called that evening.
Yesterday, (Thursday) I yet had another problem with not receiving calls. I called CBS every few hours, knowing that my husband was trying to call me and could not get through. They didn't find anything.
Today, (Friday) I called again and again, telling the rep sopmething was wrong. They put in another trouble ticked, e-mailing HQ about the situation. Apparently, it could take another 24 hours before they get the problem resolved. I finally got fed up and asked for a supervisor. The rep wouldn't let me talk to a supervisor, so I demanded one. I talked to the supervisor, and let her in on what happened all week, since Monday. She told me to call back in 24 hours. I told her I was fed up, I wanted a deifinate answer now, NOT 24 hours from now, and was thinking of cancelling my account, for all of the trouble I've had to deal with for the 5th day in a row.
Immediately after I said that, miraculously, the supervisor had gotten a response back, saying a block had been lifted from my account. I asked her why another block was placed on my line when I had put more money on the phone on MONDAY, and the block was lifted on WEDNESDAY! She said she didn't know, but I should be able to receive calls within 2-24 hours. I told her that if I didn't start receiving calls within the minimum of 2 hours, I would be calling back, and going above anyone's head I have to to get this taken care of.
My husband was able to xall and get through with in about 40 minutes.
Correctional Billing Services will take your money and run. You do not get the service you pay for when you pay for it, and you have to call and jump through hoops to get the service you, as a customer are entitled to.
I never have had any problems with Correctional Billing Services until now, and more than likely, they are doing the same thing to even more customers than people report. Shame on you Correctional Billing Services, Shame on you!!!
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