Legacy Inmate Communications phone company has no idea what happened to funds sent and doesn't care.. Nationwide

I had my experience with Legacy because my boyfriend ended up going to jail and I had to set up a pre paid account in order to get phone calls. First and foremost let me say NEVER EVER give them a credit or debit card number. Always KEEP YOUR RECEIPTS FOR FUNDS SENT!!! I set up 3 accounts with this company after being advised by their representatives to do so. My boyfriend is located at a correctional facility over 5 hours from where we live. This means his calls to me are long distance costing about $15 per 15 minute call. I was advised by someone at Legacy that it would be cheaper if I had a phone number in his area code. So I purchased a pre paid cell phone (spent money buying a phone and activating it and am now paying the monthly charges) and got a number with the area code local to where he is being held. Now note at this time I have 2 accounts...one which is long distance and the other that is not... After a few days of receiving calls and to be honest it was more like 2 days the calls stopped??? I called Legacy and they kept telling me everything was fine and it must be an issue with Virgin Mobile. I called my cell phone provider and verified no problem...please note I could make calls from this phone and receive all other calls????? The long distance account was working but the local number was not (note the calls to the local number were $1.50 per 15 minute phone call) Anyway after getting no where another Legacy rep advised me to get another number which I did... I had them transfer the funds from the number that was not working for some strange reason to the new number.... Which brings me to where I am today... I called and spoke to someone this morning, a supervisor so he said and he showed me as having 3 accounts all with a $0 balance??? He had no idea that the money could be sent money gram, which is what I did, and that they do accept but this supervisor didn't know it??????

Anyway my issue is this...where is my money? I luckily kept all of my receipts for all money sent to all accounts. I have 4 money gram receipts and a receipt for funds I sent using pay pal. The one consistent answer I get is that the rep I am speaking with doesn't know what the issues is and that I should contact blah, blah, blahAfter trying to reach numerous blah, blah blahs and be referred to someone else, I am sick of it. I have sent numerous emails to any and every contact that I could find on line, called I don't know how many phone numbers, sent a few faxes and am now putting this on line...

It is very sad that when people are already facing saddening issues such as having a loved one incarcerated that you still have to deal with crap like this. I am not asking that they do anything special. I am asking that they do the job they were hired to do, take my money and set up an account so that I can receive phone calls. I did my part...sent you the money...And they did half of their job by taking it.

I just feel like my money is yet to be accounted for, I have spent in the last two weeks probably close to 10 hours on the phone with these people and have wasted my time, faxing and emailing stuff that I shouldn't have to. Please anyone who reads this and is considering using Legacy as a tool for communication...please think twice about giving your credit card information and be sure that if you do, you have a lot of free time to be on the phone with them. The automated system will put you on hold as caller number two (I AM ALWAYS CALLER NUMBER TWO) with a wait time of less than two minutes. Then the wait time is 4 minutes then 8 minutes then 15 minutes, I actually held on one night for 83 minutes...the whole time I was still caller number two???

Anyway this company has a lot of work to do in the customer service arena. So I just wanted everyone to know what you were getting into as I wish I had.

Ebony
stephens city, Virginia
U.S.A.