ComplaintsforInmateaid LLC

Financial Services

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Initial Complaint
10/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Charged my account for $29.95, but they did not provide a number like that stated and will not let me cancel any monthly recurring charges nor my original amount
Business response
10/30/2024
Thank you for contacting us. According to our records, the new phone number was sent via text to the number you provided, as well as to your email address associated with this inquiry. Additionally, we have just resent the information to both contact points. Please confirm if youve received it, and let us know if further assistance is needed.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I subscribed to the inmate-aid for phone calls for my son to call, I paid ***** in September. The site stated I would receive an email instructing me how to use it and the number my son would call would be attached. This email never came in and within a week I cancelled my subscription ******. I was charged again yesterday; I called my bank, and they told me I would need to wait for it to go through before I can reject the charges. So, I went back to the sight and found even though I said to end my reoccurring billing and cancel my subscription it was back open as if I had resubscribed to the service. This time I did the same steps again; I logged out and went back in and it was back to the same reoccurring was selected. I tried to remove my card info, and it would not allow me. Now I must go to my bank and cancel my card, do an affidavit and call all billing that has my card info and update this. I am not happy - I want my money back and the initial money for September. I never used the service due to not having the number he was to use. Also, never received the instructions. Now the number listed for this company on the home page with *** goes nowhere and it states to speak to an operator to press zero - that is an invalid selection.
Business response
10/23/2024
We have reviewed your account and can confirm that your October payment of $19.95 has already been refunded. Additionally, we are processing a refund for your September payment today. Please allow a few days for your bank to recognize the refund and return the funds to your account. We regret that things didnt work out as planned, and we sincerely hope your loved one returns home soon. Thank you for trying out InmateAid.
Customer response
10/23/2024
I originally cancelled my subscription 9/27/24 and then it charged me again in October and I cancelled it again and the reoccurring charge and it populated again saying it was active still. I changed my banking account information, and they cannot charge me again.
Customer response
10/23/2024
I forgot to mention, the company did not pull back the pending charge from my bank and it went through causing an overdraft and fee.
Customer response
10/24/2024

Complaint: 22460947

I originally cancelled my subscription 9/27/24 and then it charged me again in October and I cancelled it again and the reoccurring charge and it populated again saying it was active still. I changed my banking account information, and they cannot charge me again.
I forgot to mention, the company did not pull back the pending charge from my bank and it went through causing an overdraft and fee.

Sincerely,

******* *******
Customer response
10/26/2024
Hello,
I would like to inform you that the company gave full refund of both amounts this Friday and Saturday.
Thank you for your assistance!

*******
Business response
10/28/2024
We understand that this experience may not have met your expectations, and we regret any inconvenience caused, and as previously stated we have given a full refund. Our goal is to provide meaningful support to those connecting with their loved ones, and we sincerely hope your family is reunited soon. Thank you for giving InmateAid a chance to be part of that connection.
Customer response
10/29/2024

Better Business Bureau:

Hello,
I would like to inform you that the company gave full refund of both amounts this Friday and Saturday.
Thank you for your assistance!

*******
Initial Complaint
02/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dec, 21, 2023, Purchase date. Magazine order to *************. ******* Registry Cars) Money was taken out of my account. Magazine has not been received. I contacted the facility and they told me that he has never received a magazine. I also use their contact me option(4 times)and I have not received any answer this far. It has been 3 months so he should have received at least 1 or 2 magazine by now. If they get sent to a main center then to the facility it has been long enough by now to have received at the very least 1.
Business response
02/22/2024
Thank you for reaching out regarding your magazine order placed on December 20, 2023. We understand your concern about the delivery timeframe, especially considering the delivery window provided by the publisher of "between 2/20/24 and 3/19/24". Typically, magazine subscriptions take around 8-12 weeks before the first issue is delivered. Rest assured, we have been in business since February 2012 and have been using the same magazine suppliers throughout this time. We want to assure you that we are closely monitoring your order and have responded to your emails promptly. We remain available to address any questions or concerns you may have. Attached is a screenshot from the publisher's website, which displays the delivery window dates for your reference. Thank you for your patience and understanding.
Initial Complaint
11/12/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The phone subscription service does not work with *********************** .I have attempted to contact them by both phone and email to request a refund. No contact has been made.
Business response
11/13/2023
Customer was emailed on Saturday (Nov 11, 2023). They NEVER dialed the phone, their inmate never attempted to use it. But, nonetheless, a refund was issued same day.
Initial Complaint
10/26/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered magazine subscriptions for my daughter who is incarcerated at *************** and she never received them at the facility. I have tried contacting them by email and their phone number is outof service. Would like a refund.
Business response
10/27/2023
We have had numerous email exchanges with this customer. We have explained in detail that the prison where her loved one is incarcerated receives it's mail in a central PO Box where the guards examine and distribute the inmate's mail, NOT to the physical address of the prison. Her inmate is receiving the magazines.
Here is a link for "Writing an Inmate" in a ******* ********** of Corrections facility - ***********************************************
It CLEARLY states: All routine inmate mail should be sent to the following address:
Inmates last name, first name, DC#
PO Box 23608
*****, ** 33623
If the customer would like to have the magazine re-routed to a different address we would be happy to make that change for her. Otherwise, this transaction is non-refundable.
Customer response
10/31/2023

Complaint: 20788307

I am rejecting this response because:the magazines have not been delivered to her personally, they have been scanned and she only sees the cover of the magazine. They have to be sent to the facilities address for delivery. When i contacted Inmateaid they told me that this had been corrected.

Sincerely,

*****************************
Business response
11/14/2023
We have no control over how the actual magazine is distributed to the inmate. If in this instance, they photocopy the magazine and then dissemniate it to the inmate, the customer must realize that this a process ONLY controlled by the guards in the mailroom, not InmateAid.
Initial Complaint
09/06/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This business is falsely representing my name and has ignored several attempts to be contacted. I would like to be removed from this website as a person in need; I have never contracted with InmateAid, asked for their assistance, nor given them permission to publish my name or location. This is falsely represented on their website, and I would like to be removed.
Business response
09/07/2023
We received a request on Aug 10, 2023 to remove her inmate profile. We responsed the same day and removed her inmate profile from the site. It does not exist any longer BUT the ****** search result takes a few weeks to disappear. IF you click the link on ******, it takes you to a page that says, "Record not found". We hope she has a successful reentry into society and wish her all the best.
Initial Complaint
07/22/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Inmateaid has myself (name attached) inaccurately listed as incarcerated in Christian County, **. Myself and my employer would like this removed.
Business response
07/22/2023
We are happy to hear you've been released, we have deleted your inmate profile. The result in ****** when clicked now **** show "no record found". It will take about 2-3 weeks before the search result will disappear off ******. We wish you all the best in your reentry.
Initial Complaint
06/21/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Inmateaid inaccurately list as being incarcerated in ****************, ************ and I want this removed ASAP.
Business response
06/22/2023
We are happy to hear you are no longer incarcerated. Your inmate profile has now been deleted. The link when clicked now reflects "Record not found". The search result will remain for 2-3 weeks until ****** reindexes our site.

We wish you all the best.

Kind regards,
InmateAid
Initial Complaint
04/10/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This website incorrectly lists me as a current or recent inmate. This is the first item that comes up when my name is googled. I have repeatedly sent messages to the site to remove my information however I have never received a response.
Business response
04/11/2023
The former inmate contacted us on April 7 requesting their profile be removed. We responded the same day asking to "specify which states they were incarcerated in."
On April 9 they answered our query, "******". We responded that same day that we "successfully deleted your inmate profile. It may take 2-3 weeks for ****** search to be completely removed, however, the link will no longer be active." (Attached is the email thread)
There were no repeated attempts to remove their profile as claimed to the BBB herein.
The inmate profile is no longer in our database.

Customer response
04/11/2023

Complaint: 19908359

I am rejecting this response because:

That was not the first request I had made for my name to be removed. My previous requests were ignored. I am still showing on a ****** search as an inmate under this site and I dont understand why its going to take two weeks to be removed if it even does actually get removed. As of now it still shows. This incorrect information impacts my potential job prospects and therefore my life. This complaint is not resolved until my name no longer appears anywhere on this site when doing a search of my name on a search engine.

Sincerely,

*****************************
Business response
04/12/2023
We honored the request and deleted the profile in a timely fashion. The search result LINK when clicked on (*****************************************************************************) now states RECORD NOT FOUND. The search result will remain as a ****** search result until they reindex our site reflecting the latest version, one without your profile. That is the reason we say it takes 2-3 weeks to be gone from the search engines.
As an aside, you have several other sites listing similar information about you. We suggest asking a little nicer than you asked us, some of these other sites might not be so accomodating.
Customer response
04/14/2023

Complaint: 19908359

Excuse me? Ask a little nicer? First of all, its none of your business how I rectify the situation with other businesses. Second, grow up and take a course in professionalism. Your company deserves an F rating if you treat anyone that way regardless of how the company is approached. If you are inaccurately reporting information about me and its been 3 years but the information is still being inaccurately reported by your site, Im going to be upset, I have a right to be upset. As anyone would. Especially given the information listed. Your customer service is disgusting. Learn to deal with disgruntled people with professionalism and class or find a new job. Also, stop lying and actually remove the inaccurate information from your site. I will continue to reject your response until the information is gone since I originally made the request 3 years ago.

Sincerely,

*****************************
Business response
05/16/2023
If you read the previous responses to this 'complaint', it will take ****** a few weeks to index the inmateaid.com site to reflect any changes to the database made since the previous indexing. Your inmate profile is not on our site any longer, as previously stated.
Click the link - *****************************************************************************, where does it take you?
See attached screenshot - Record not found

Customer response
05/16/2023

Complaint: 19908359

I am rejecting this response because:
It still incorrectly shows me listed on this website actively when someone does a ****** search. It is still visible. It is still preventing me from seeking other employment causing hardship. My information has not been removed from all areas. Have the programmers check their code. I am still listed somewhere otherwise it wouldnt show me on the website when someone ****** searches my name. It is not resolved or fixed.

Sincerely,

*****************************
Initial Complaint
04/04/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This site has my information showing as currently or recently incarcerated for a one night hold on a case that was dismissed about 7 years ago. I have repeatedly requested for this to be removed from their site. It is impeding my ability to further my business operations and they have continually not responded to my requests for this to be removed. Next steps will be filing suit if this is not removed immediately.
Business response
04/05/2023
We are happy to hear that you are no longer incarcerated. We certainly would have deleted the profile IF you had actually contacted us (evidence attached). Your inmate profile is now removed and although the search result will still be in ****** for 2-3 weeks, if anyone clicks that link it will show "Record not found". Please be advised, there are more online postings of your stay in jail (evidence attached)
As an aside, to anyone reading this, if you are (or were) incarcerated your profile will be posted on InmateAid. We do not need your permision to publish it. It is our First Amendment right to post public domain information. If you want to challenge our rights in court, this is your invitation to do so.
We will remove any profile by request, no questions asked. All you have to do is email us at ******************************.

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