How to Pay for Calls and What to Do When Credits Don't Show Up: ConnectNetwork at South Central Corrections Facility (TN)

South Central Corrections Facility uses ConnectNetwork (powered by GTL) as the main phone platform for TDOC. This means you can handle everything in one place: create an account online, manage your settings, and make payments through the same system.

For the fastest option, use ConnectNetwork's online account tools. You can make electronic payments and track balances and transactions in one place.

• ✓ If you prefer to purchase credits by mail, send funds directly to the ITS service provider (Global Tel*Link).
• ✓ Address it exactly as follows: Global Tel*Link Corporation, Dept 1705, Denver, CO 80291-1705.
• ✓ Include clear identifying information for the incarcerated person so the payment can be credited correctly.

Most ConnectNetwork payments process instantly. That said, TDOC's official guidance allows up to two business days for transactions to credit, so don't panic if your balance doesn't update right away. Expecting a call soon and running low on credit? Build that two business day window into your planning. This is especially true around weekends and holidays when processing may take longer.

1. Write to the ITS service provider first - TDOC’s process requires that any concerns with the phone system be made in writing to the vendor before you escalate.
2. Include your payment details - add what you paid, when you paid it, and any receipt or confirmation information you have.
3. Identify who the credit was for - include the incarcerated person’s identifying details so the vendor can locate the account and transaction.

1. Escalate in writing if the vendor does not fix it - if the ITS service provider does not resolve the problem, you can contact the TDOC ITS coordinator in writing.
2. Attach your full paper trail - include copies of all applicable documentation about the issue, plus any written responses you received from the vendor.

• ✓ Screenshot or save online payment confirmations from ConnectNetwork.
• ✓ Keep the date and time you submitted the payment (and when you noticed it was missing).
• ✓ Save any transaction or confirmation numbers tied to the payment.
• ✓ If you mailed funds to Global Tel*Link, keep proof that it was sent (for example, a mailing receipt), plus any delivery confirmation you used.
• ✓ Keep copies of any written messages you send about the issue, and any replies you get back.

Practical Tips

• ✓ Create and manage your account online through ConnectNetwork so you can track payments and account activity in one place.
• ✓ After you pay electronically, check the account for an immediate update, but allow up to two business days for the credit to fully post.
• ✓ Save confirmations as you go (screenshots or printed receipts) so you have proof if you need to dispute a missing credit.