About Global Tel*Link
Global Tel*Link (GTL) is the current telephone provider for collect calls from NY State Department of Correctional Services (DOCS) prisons. The contract for telephone service was sold to GTL in 2007 by Verizon (which had acquired MCI in a merge).
Sevice with GTL should be the same as it was with MCI and Verizon over the years, because GTL has to comply with the terms and conditions of the contract it acquired.
To contact GTL, call (800) 388-7346. GTL has an option where, if the wait line to speak with a customer service representative is long, you may leave a message. We have heard reports from families that this option does, in fact, work and may lessen your wait time.
Your billing arrangement with GTL will depend on from which company you receive your general telephone service. Some companies have a billing arrangement with GTL so that charges you acquire from receiving collect calls will be paid via your regular telephone provider. Other companies DO NOT have a billing agreement with GTL. In these cases, you will be required to set up an account directly with GTL and will have to pay them directly to receive collect calls from a NY DOCS prison.
All collect calls received from NY DOCS prisons, regardless of which state you live in and the type of billing arrangement you have with GTL, costs $1.28 connection fee and 6.8 cents per minute.
If you experience problems with GTL customer service and are unable to have your concern remedied, we suggest you contact:
Executive Director of Billing Services, GTL
Office Direct Line: (251) 375-8026
Fax Line: (866) 237-7928
If you speak Spanish and have not had your service problems remedied by GTL customer service, email Denisce DeLeon, a Spanish speaking Customer Service Supervisor at [email protected]