gettingout.comReviews of gettingout.com

The online system will not accept any of my cards to put money on my Getting Out account. I called GTL Customer Service and the young man tried to post a payment for me, but it wouldn't work for him, either. He was not very friendly and said I'd have to send a MoneyGram, but offered no further information to help me with that or to explain to me what is going on with my account!!!!!

Trustpilot / public review Title: An astonishingly bad customer service experience over a simple A$71 refund I have rarely encountered a company that can make such a simple issue so unnecessarily difficult. I am an Australian customer. Since 8 September 2026, I have been trying to obtain a refund of approximately A$71 connected with deposits made through the ViaPath / GettingOut / ConnectNetwork system. That should have been a basic customer service request. Instead, I have spent weeks being passed between ConnectNetwork, GettingOut and ViaPath, sending email after email, following every instruction I was given, repeating the same account information, and trying to work out which part of this corporate maze is actually prepared to take responsibility. I contacted support on 8 September. I followed up repeatedly. I sent further detailed correspondence on 11 September and 14 September. When nobody took ownership of the matter, I submitted a formal complaint on 17 September. When that still produced no meaningful resolution, I followed it up again on 20 September. I have now also called their customer service from Australia. And what happened? I was told to email them again. During the call, I was also told I needed an order number beginning with “H”. I then went back through the actual payment confirmations they sent me. They contain receipt numbers, not the H-prefixed order number I was being told to find. The three payment confirmations I have are: US$25 – receipt 336419156 US$11 – receipt 336419502 US$10 – receipt 336420170 I have supplied the account information. I have supplied the facility. I have supplied the receipt numbers. I have supplied screenshots. I have supplied banking evidence. I have supplied the transaction amounts. I have supplied the complete history. I have lodged a formal complaint. I have followed up that formal complaint. I have telephoned them internationally. And after all of that, I am still being told to send another email. At some point this stops being a minor customer service mistake and becomes a complete failure of complaint handling and organisational ownership. The most frustrating part is that the amount itself is tiny compared with the ridiculous amount of time I have now had to spend chasing it. I am not asking them to investigate some complicated financial fraud. I am asking for a simple refund. The experience has been a constant loop of generic replies, redirection, contradictory instructions and departments apparently refusing to take responsibility for something that should take minutes to resolve. Customers should not have to understand the internal relationship between ViaPath, GTL, GettingOut and ConnectNetwork simply to get their own money returned. That is their administrative problem, not the customer’s. The entire experience has been exhausting, unnecessarily stressful and frankly astonishing for a company handling financial transactions involving families and people trying to communicate with loved ones in correctional facilities. The people using these services are often already dealing with stressful circumstances. The last thing they should have to tolerate is an organisation that makes a straightforward financial issue this difficult to resolve. I have retained every email, every receipt, every screenshot and the full chronology of my attempts to resolve this. If ViaPath wants to dispute anything in this review, I am more than happy for them to explain publicly why a customer should need weeks of emails, a formal complaint, follow-up complaints, an international phone call, transaction screenshots and a bank statement to request the return of approximately A$71. All I want is the refund. It should never have been this difficult. Avoid this service if you have any alternative whatsoever.

TOTAL SCAM. They claim to be connected with prisons that they are no longer affiliated with. Upon making payment, the website told me the payment didn't go through. So I made a second payment. Then when I logged in, I realized I had been charged twice. I emailed them to resolve the problem and they simply responded telling me to call their number. When I called, the digital system just kept cycling me back to the voice mail introduction. I had to find out from the inmate who contacted me by phone that GTL does not have services with this prison. Their business is a complete fraud.

Trying to get a refund, due to never being able to use service even once, and being sent around in circles. Called customer service # and recording says fill out request form for refund. Speaking to a rep seems impossible. I did that and a few days later got a reply to call customer service and case has been solved and closed. Closed with no refund of course. They just send me around in circles and keep my money. This company seems to be more scam than service.

Customer service is no help at all!!! I can’t even write someone that I’ve been writing for months bcuz yall have them blocked, we went as far as having the facility look at the issues and they said it’s yall!! I will definitely pass on the issues to others ,it’s a set up for failure

If I could give them 0 stars I would requested a refund in which they indicated it was sent in the mail and could take up to 10 weeks to receive, as customers and serving inmates within the system they should have more care for those depending on them to serve them well as they are the ones who bring their business they don't care about nothing else but taking money and abusing their authority. Pray another company rises and truly serves and cares for the inmates and life is already tough in prison, why make it harder?

I recently attempted to connect with a family member through this app, and the experience has been extremely frustrating. The system keeps telling me that I blocked the inmate, even though I never did. When I contacted customer service to get help, the representative simply told me to "call the inmate". I reached out because I genuinely wanted to connect with my family member, but the app errors and the lack of proper customer service made that impossible. This has been a disappointing and unhelpful experience from start to finish. ZERO STARS. I requested a refund because I'm unable to connect. Still waiting.

They get 0 stars. Horrible app, unprofessional & poor cust svc rep & mgr. Blocked my contact so I can't msg them..why? no explanation & refused to unblock her & app won't let me unblock her. They have to verify you & even when I told them the last 2 times I put $ on acct they still didn't UNBLOCK her; upon asking for refund they refused so now am disputing the whole charge!