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What are your standard hours of operation? 

Our standard hours of operations to reach a live Customer Service Representative is Monday
through Friday 7:00 am to 8:30 pm Central Standard Time and on Saturdays from 9:00am to
5:30pm Central Standard Time. Please note that you can reach our automated system 24 hours
a day by calling 800-913-6097.  

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If I am being billed through my phone provider, why is my account suspended? 

VAC has recently experienced a significant increase in bad debt, and therefore, has imposed a
MAXIMUM credit limit which is the maximum dollar amount that we bill through your local
telephone provider. Once anyone hits this credit limit in a 30 day period they are considered a
'high end user' and are being asked to open an Advance Pay account. We apologize for any
inconvenience. 

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Why must I use V-Connect to receive collect calls from Correctional Facilities? 

There are several reasons that could cause your phone number to have restrictions from
receiving calls from a correctional facility such as collect calls blocks placed by your local
telephone company; VAC not having a billing contract with your local telephone company; or your
account being suspended due to you reaching the monthly limit that VAC has allowed to be billed
to your local telephone company. V-Connect allow you to receive and pay for collect calls from
correctional facilities that have previously been denied, by setting up an Advance Pay account.

The Advance Pay account allows you to prepay an account to receive collect calls from your
incarcerated friends and/or family members. As you accept collect calls, the cost of the call plus
applicable taxes is deducted from your account balance.  

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How do I set up an Advance Pay account? 

The fastest way to open an account is by using a Visa or MasterCard. You also have the option of
sending in a Money Order/Cashiers Check or wiring the money through Money Gram. The
minimum amount to open an account is $25.00 and the maximum is $100.00 if using a credit
card. There will be a $7.95 service charge when adding funds to the account with a
credit card. If sending in a money order, VAC will refund the service charge. You
may make a payment over the phone by calling 1 800-913-6097 or by visiting us online at
http://www.myvconnect.com .  

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Do you accept Money Orders and/or Cashier's Checks? 

Yes.VAC does accept Money Orders and Cashier's Checks. When filling out the Money Order or
Cashier's Check please make it payable to VAC. In the memo line, input the ten digit phone
number that you would like the funds to be placed on in order to receive collect calls. Send the
Money Order/ Cashier's Check to VAC, Dept 2430, P.O. Box 122430, Dallas, Texas 75312-2430.
For NYDOC only, send the Money Order/Cashier's Check to VAC, Dept 2548, P.O. Box 122548,
Dallas, Texas 75312-2548. 

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Do you accept other cash payments, such as Pre-Paid Credit Cards, Western Union, ACE Cash Express, IPP or Dolex? 

For all payments to your VAC Advance Pay account, you can go to any major grocery
store (such as Walmart) and pick up a Pre-Paid credit card to make a payment over the phone
(1-800-913-6097) or go to our website (www.myvconnect.com). The cards are typically located
near the cash registers at most stores. After purchasing a Pre-Paid credit card you can
immediately fund your Advance Pay account, it's just that easy, no registration is required.

You can also pay with CASH using Cashmate (VAC's cash payment partner) using either
Western Union, ACE Cash Express, IPP or Dolex. Below are details for each payment type:

For all V.A.C. payments to your Advance Pay account, go to your local Western Union and complete the
grey Pre-Paid Services form. Your pre-pay account number will be the name 'CASHMATE' followed by your
10 digit primary phone number that the inmate will call. For example, the account number you will write on
the grey form will be: CASHMATE, followed by your 10 digit telephone number. CASHMate will collect a
service charge of $3.95, which will be in addition to any other fees charged by Western Union. This fee will be
deducted from your Western Union payment prior to your account being funded, which typically takes one
hour. To find a Western Union location near you, go to WWW.WesternUnion.com.

For all ACE Cash Express payments you will need to go to your local ACE Cash Express location and inform
the clerk that you would like to make your Advance Pay service payment to Value Added Communications by
saying 'I want to pay CASHMATE.' It may help the agent to know it is in ACE's Menu 1- Option 4. All you
will need to do is provide them with your 10 digit account number, which will be the phone number that the
inmate will call. CASHMate will collect a service charge of $3.95, which will be in addition to any other fees
charged by ACE. This fee will be deducted from your ACE payment prior to your account being funded, which
will only be applied either at 3pm or 7pm each day. For example, if your payment is not received until after
7pm, it will not be applied until 3pm the following day. To find an ACE location near you go to
WWW.AceCashExpress.com.

For all IPP payments you will need to go to your local IPP location and inform the clerk that
you would like to make your Advance Pay service payment to VAC (Value Added
Communications) by saying 'I want to pay CASHMATE.' All you will need to do is
provide them with your 10 digit account number, which will be the phone number that the
inmate will call. CASHMate will collect a service charge of $3.95, which will be in addition to any other
fees charged by IPP. This fee will be deducted from your IPP payment prior to your account being funded,
which typically will take place the same day. To find an IPP location near you go to
WWW.ipppays.com.

For all Dolex payments you will need to go to your local Dolex location and inform the clerk
that you would like to make your Advance Pay service payment to VAC (Value Added
Communications) by saying ' I want to pay CASHMATE.' All you will need to do is
provide them with your 10 digit account number, which will be the phone number that the
inmate will call. CASHMate will collect a service charge of $3.95, which will be in addition to any other
fees charged by Dolex. This fee will be deducted from your Dolex payment prior to your account being funded,
which typically takes one hour. To find a Dolex location near you call 1-888-246-2527.

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How do I find out how much the calls cost? 

The calling rates are different based on where the phone number is located in relation to the
facility. To determine the exact cost of a call plus any applicable fees, please call 800-913-6097.  

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Why are we charged a fee for every credit card transaction? 

Value Added Communications must cover their V-Connect administrative costs. All payments are
processed through an outside source who charges VAC a fee to process.  

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Are there any additional charges if the call is placed to a cell phone?  

There are no additional charges when the calls are made to a cell phone. Your cell phone provider's standard talk time rates will still be applicable. 

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How long does it take for my funds to be available so that I can receive calls? 

Once a credit card transaction has been approved the funds are immediately available. 

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I have enough funds in my account to accept a collect call, why won't the calls go through? 

Generic blocks are placed on all accounts. Based on call type, VAC can lower the block limit
to the cost of a 15 minute call if requested. In order to request the block to be lowered, please
call 800-913-6097 to speak to a Customer Service Representative.
 

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Can I receive phone calls from more than one inmate? 

Yes, the V-Connect account is associated with the dialed telephone number so if two inmates from the same facility or different facilities under control of the same Correctional entity (such as the Federal Bureau of Prisons, a State DOCs, or a county/city with multiple facilities) then multiple inmates can call the same      V-Connect phone number. Currently an account must be established at each unique Correctional Entity where calls are being made.

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Can I add more than one phone number per account? 

Value Added Communications' system is designed to allow one phone number per account. You
would need to open up a new account for each phone number that you want the inmate to call
collect.
 

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How do I transfer funds from one phone number to another phone number? 

We can transfer funds from one phone number to another as a one time courtesy. You would
need to contact a Customer Service Representative at 800-913-6097.
 

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How do I transfer funds from one facility to another facility? 

As long as Value Added Communications provides service for the facility that the inmate has been
transferred to, a Customer Service Representative will be able to transfer the funds. If VAC does
not provide service for the facility that the inmate has been transferred to, we will gladly issue a
refund. Please call Customer Service at 800-913-6097 to speak to a Customer Service
Representative.
 

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Why would my credit card be declined if there are sufficient funds in my account?   

In order to protect our customers from fraudulent transactions, the billing address is verified through your credit card company. Please be sure that the address you enter to process a
payment through V-Connect does not differ from the Master Billing Address on your bank's
records, you will be declined. You will need to contact your credit card company to check the
address they have on file for AVS (Address Verification System) purposes.

If your transaction was declined due to AVS Mismatch (billing address provided does not match billing address of cardholder), please do not attempt to resubmit your request, as it will send multiple authorization requests to your banking institution and place holds on your funds. Please contact your banking institution to verify that the Master Billing Address they have on file is the same as you entered when you registered.
   

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My credit card transaction was declined. Will I be charged for this transaction?    

Declined transactions may appear on your billing statement as pending transactions. Because the
transactions were declined, they will never be posted or permanently charged to your account.
Unfortunately, during the time the bank is processing the pending transaction(s), the reserved
amount will be held by your bank and those charges will be deducted from your account balance
until the pending status is removed by your bank. These funds are not being held by VAC,
therefore, we are not responsible for fees incurred due to pending charges resulting from denied
transactions.
   

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My calls are being dropped and a 3 way recording comes on. Why?    

The facility has requested that all calls be monitored and cut off if a 3-way call attempt is detected.
The level of sensitivity is set by the facility. Static or any kind of background noise other than
conversation, may cause the 3-way detect to be reported. VAC does not issue credit for
any calls that are dropped due to 3-way call attempts.

There are a number of methods to prevent 3-way call attempts from being reported:

    1. Do not attempt a 3 way call
    2. Do not set the phone down hard, such as on a table
    3. Do not have someone pick up the phone from another room
    4. Do not answer an incoming call when talking on the phone
   

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I am receiving calls on my cell phone and my call was dropped in the middle of the conversation. How do I receive credit for the call?   

VAC will not issue credit for cell phones as they are unreliable.    

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My loved one is at a Federal Prison. He/she is making debit calls, but I am still being charged. How is this possible?    

The inmate has an option of calling his/her loved one collect and with a prepaid card. If you are
being billed for the calls, then the inmate is calling collect. Please make sure you listen to the
operator when stating what type of call is coming through. If you only want to receive prepaid calls
from the inmate, please contact Customer Service at 800-913-6097 to block your account from
receiving collect calls.
   

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Will my Advance Payment account expire?   

No. However, a $4.95 monthly inactivity fee will be charged to any stagnant account that exceededs
180 days of no call activity until the funds have been exhausted or the call activity resumes.
   

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How do I close out my account?   

To close your account, please call 1-800-786-8521 to speak to a Customer Service
Representative. Beginning January 1, 2010 VAC will charge a $4.95 refund fee to cover our
administrative charges. If the account has never been used (i.e. no calls ever received) and
closed within 90 days, VAC will waive the administrative charge and issue a full refund.  
   

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