JPay Customer Service Issues

On December 13, [redacted], I visited Walmart to send money through MoneyGram via JPay. After returning home, I realized that the worker who assisted me had entered the wrong name. The receipt shows the last name as ILLO, which is different from what I had provided. Despite contacting MoneyGram, they advised me to reach out to JPay as the funds are with them. Unfortunately, I have been unable to get in touch with anyone at JPay, causing a lot of frustration. I would sincerely appreciate any assistance you can provide. The recipient I intended for the money is Alvarez Jose, AS1550. I have sent money to him previously. My name is Petra Espinoza, and you can reach me at [redacted].

I sent three separate $50 money orders to my stepson totaling $[redacted]. I have requested updates on their status without success. Your automated system does not have any records of them. I am not comfortable providing my credit card information for an answer. I am unsure if I can trust your service. I would appreciate a complimentary updated status report on these money orders. You have previously reached out via email asking if my issue was resolved, to which I responded that it has not. My problem remains unresolved. Please address this and inform me of the actions being taken.

Two years ago, my son was at Belmont Correctional Institution, and I purchased a jPlayer for him with an account full of music. Upon his release, all his belongings, including the jPlayer, were sent home by the prison. Almost a year later, he returned to Belmont. I bought him a second jPlayer as a Christmas gift. The new player does not allow him to access his old music account. He needs assistance transferring his old account to the new jPlayer. I paid $75 for a player that only gives him access to a radio station. Please help us resolve this issue, or advise on how he can return it for a refund. His name is Ross Weiland, inmate #A674789 at Belmont Correctional. I am Debra Weiland, his mother, and you can contact me at [redacted]. Ross has attempted four times to resolve this but without success. Your help is much appreciated.

I purchased a tablet on 12/21/[redacted] for an inmate at Graceville Correctional Institution in Graceville, FL. Unfortunately, before the tablet arrived, the inmate, Frederick Stevens (R74208), was transferred to Walton Correctional Institution in DeFuniac Springs, FL. The tablet never made it to Walton Correctional Institution, and both facilities seem to be unaware of its whereabouts. I kindly request assistance in either locating the tablet and sending it to Mr. Stevens at Walton Correctional Institution or replacing it if it cannot be found, at no extra cost. Your help in this matter is greatly appreciated. I intend to contact the FL. D.O.C. in Tallahassee promptly after posting this. Thank you. - Frederick Stevens, Sr.

I encountered an issue when attempting to access my JPay account online yesterday. It appears that my account has been blocked or locked without explanation, despite using the correct login credentials. Upon receiving a notification to contact customer support at [redacted], I made repeated calls without success. Each time, I encountered a recorded message indicating they could not locate an account associated with my calling number. The options provided did not lead me to a resolution regarding my locked account. I even reached out via Facebook messenger, providing my email linked to the account, but have yet to receive a response or have my account unlocked. I am frustrated with the lack of progress and seek assistance in unlocking my account promptly. It would be greatly appreciated if my account could be unlocked or if an alternative contact number could be provided to directly speak with a staff member for resolution.

I purchased a J5 tablet for my son, but received a smaller version instead. Following the advice of customer service, I had my son reject the tablet upon delivery and requested a refund. Despite numerous attempts, JPay has refused to issue a refund for the incorrect tablet. Now, I simply want to order the tablet I initially intended to purchase, but I'm being told that they cannot send a new one until the current tablet is deactivated. I have spent hours on the phone trying to resolve this issue with no success. I am feeling very frustrated and would appreciate any assistance in deactivating the tablet so I can order the correct one for my son.

My son is currently incarcerated in New Jersey State Prison. He had downloaded numerous games and over 2,[redacted] songs to his tablet. However, after using the kiosk, he discovered that all his songs were deleted. Despite trying to retrieve them from the cloud, the download process continuously gets stuck on "fetching." Due to time restrictions on the kiosk, he can only attempt to download his music for 15 minutes daily, and the songs that do get downloaded are promptly removed, with the process starting over. This issue seems to be affecting multiple inmates at the facility, not just him. Although he submitted a detailed support ticket, the suggested solution of resetting the tablet did not address the core issue. The problem lies within the "MY MUSIC" feature on the kiosk. It is imperative that this issue be resolved promptly to restore his music library.

I've tried to contact my brother multiple times through your system after paying for a 15-minute call. Unfortunately, on March 24, [redacted], and March 15, [redacted], I couldn't connect with him, my grandson, or wife. The inmate's name is Michael Curry, with 30 years incarcerated, and the call number is [redacted] for scheduled video visits those days. Each time we were put on hold for over 15 minutes, then the call got dropped. I've been charged for both unsuccessful calls and would like to address these issues with JPay Services. It seems they are not fulfilling the services they promise, causing distress to families trying to communicate with incarcerated loved ones. I plan to take this matter up with the Florida State Senate to highlight the challenges faced by inmates due to inconsistent communication services. JPayServices, as a provider serving families with incarcerated members, need to improve their responsiveness and uphold their commitments to customers seeking connection with inmates.

I have a concerning issue with Tablet JPmini serial number JP5D[redacted]0M128064. Roamond Hall, ID number [redacted], has reported this issue multiple times with no resolution for an extended period. The problem is that there are no apps on the tablet and they are not syncing. Despite my own attempts to resolve this by phone, there has been no success. If this issue cannot be fixed promptly, please refund Roamond Hall the total cost of the tablet to his Media account for the purchase of another tablet, preferably the Big tablet. Communication with family members is crucial, especially during these difficult times. We appreciate your attention to this matter and await a solution. I will check back in 24 hours if no response is received. Thank you.

I am Margerette Wilson. This is my first time sending money to my son, Tyrell Jerome Wilson [redacted]. I downloaded the JPay mobile app on April 5th and sent $40 from my Chime card, plus a $6.95 fee, totaling $46.95. I am unsure where my money is, so I called JPay three times on April 16, [redacted]. The first call lasted 60 minutes, but hung up, the second call was 45 minutes and got disconnected, and the third call, I spoke with Alex who said he would forward my call to the right department, but an automated service came on and then hung up. I then realized I needed to set up an account and sign terms, but the information on the app seemed outdated, dating back two years. My Chime account ends in [redacted]. I did not see the money reflected in Tyrell Wilson's account at Oklahoma State Work Reformatory, Granite, Oklahoma. I request a refund for the transaction made on April 5th through the JPay mobile app at 8:44 PM. Thank you.

Good afternoon, I am Mrs. Aracely Carrasco, the mother of Inmate René Gutiérrez DC # C11177 at Holmes Correctional Institution in Florida. I am trying to schedule a video visit with my son for the first time using the available option at this facility. However, when I follow the steps in the application, it indicates in red letters that I am not registered for visits. I have been using this application for over two years to send money and messages, as well as visiting my son in person. I have also tried to contact the phone number provided in the application without success. I am desperate to schedule the visit with my son. I hope you can assist me in resolving this issue. I appreciate the support from the customer service team. Warm regards and blessings.

I find navigating the digital realm a bit challenging due to my age. I have an Acer15 Chromebook, two outdated Nexus 8 tablets, an Amazon Fire 10 tablet, and a Toshiba Fire TV Edition connected to a Mi Box S. Last night, I struggled to compose an email using my Fire TV remote as a keyboard. Today, I switched browsers due to interface issues on Android TV, but encountered some difficulties. My cognitive decline adds to the frustration. I managed to use my Logitech keyboard to some success, but Help pages look odd. I might try the Puffin browser on the Mi Box. I'm contemplating giving up, but can't find the email I sent. Should I persist or can you provide guidance or a link to help me navigate these tech challenges gracefully in this tumultuous [redacted]? Regardless, stay well. John.

I am facing challenges sending emails to my incarcerated friend due to issues with purchasing stamps. After multiple attempts, an internal error keeps appearing when I enter my credit card details. Despite being charged nearly $30 in April, I still have a stamp balance of 0, hindering my communication efforts. I also noticed an unexpected $7.99 money transfer to my friend, although that is not my main concern. My worry lies with the three charges for $5 stamp bundles totaling $15, as I usually buy $2.50 packages. Kindly refund the $15 from the stamp charges back to my credit card. If needed, you can reach me at [redacted]. Thank you.

I sent a money order on 4/2/20, and when I called JPay, they said it was cashed. However, my son Erik E., # L37798 in Florida, did not receive any deposits around that time and the second money order ending in [redacted] was never cashed. I have copies of both money orders and sent them to Miami Lakes. If I request a refund from Western Union, they charge $15 per money order. I want a quick resolution to this issue as I have been using JPay for 9 years and do not want to pay the high fees they charge. I find the way JPay has handled this situation deplorable and I am considering escalating my complaint. Waiting on the phone for extended periods and being disconnected is frustrating, and I expect a prompt response to this matter. Thank you.

My husband (A.L. T34500) and I have filed several complaints with JPay support regarding issues with his downloaded songs and videos. Despite paying for them, the downloads were unsuccessful, rendering them unplayable. We are seeking a replacement tablet, even if we have to purchase one ourselves. The JPay order screen shows a pending tablet since [redacted], preventing us from ordering necessary items like headphones and a new tablet. It is frustrating not receiving updates from JPay Support. The main JPay contact number provided is unable to assist with these specific issues. I have been unable to locate a direct phone number for JPay Support, and my husband is limited to one trouble ticket at a time, with the responses not being very helpful. Thank you, Cheryl B. L. RN, BSN

I need assistance with my son's situation at Gulf Forestry Camp, FL. There are issues with the chargers at the charging unit frying the tablets, and the contractor is not replacing them. When reporting these issues, other tickets get closed, causing further problems. My son is owed for 4 movies and I had to spend $[redacted] on a new tablet. It seems there's no recourse for the inmates to address these concerns, which is unfair. The restricted outdoor time makes having a tablet vital. Communication channels for inmates need improvement, as even the CO's attempts have been unsuccessful. Please address and resolve these issues promptly.

JPay issued tablets to the inmates at the Farmington correctional facility in Missouri a little over two years ago. My son, A., was one of the recipients, and the tablet accompanied him to the Maryville Treatment Center. Upon his transfer to the facility in St. Joseph, the tablet disappeared from his possessions list without explanation. A. has reached out to JPay via email requesting documentation of his tablet reception in Farmington, but their only response has been to purchase a new tablet. This response is unsatisfactory, and despite attempts to contact them at the provided 1-[redacted] number, communication has proved futile. It's essential to escalate this matter to a higher authority at JPay.

My husband bought a new tablet in April [redacted]. Shortly after the 90-day warranty ended, a necessary piece for syncing at the kiosk broke off, despite the protective cover on the screen being intact. He submitted a ticket to Inmate Support for assistance with the device. The response was disappointing, stating he would need to buy another tablet with no offer for repair. This lack of support is concerning, as the tablet may soon prompt for synchronization at the kiosk, which he won't be able to do. Please help address this issue. It's not feasible for him to keep purchasing new tablets once the 90-day warranty expires.

Two weeks ago, I noticed that I was no longer receiving the free 15-minute video visit, and instead, I'm being charged $3.50. Another inmate's parent confirmed they are still receiving the free visit. My son, Jacob Goodwin, #[redacted], located at Toledo Correctional Facility, is affected. I am requesting a refund for the two missed visits on September 14th, when the kiosk was down, and September 21st. Additionally, I would like my account adjusted to resume receiving the free weekly visit. I have already sent three emails as calling the [redacted] number has been unhelpful; it's impossible to reach a representative, and it's very frustrating for me. Thank you. - Debbie Goodwin

I recently purchased a MasterCard from the store and loaded it with $20 to buy stamps to communicate with my baby's father. Despite entering all details accurately and verifying the zip code on the card, my payment continues to be declined when I try to make the purchase. I am aiming to purchase the middle package, which is within the card's balance. I am unsure why my payment is being declined repeatedly. Can someone assist me with this issue?