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  #1  
Old 01-01-2009, 06:06 AM
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Default Concord/Berlin State Prison Calls

Has anybody else come across this issue? My son had me put some money on his phone bank so that he could make calls from the inside. He discovered about 2 weeks ago that somebody else has been using his time on his account.

To use the phone the inmate gives his ID number (which is pasted on each of their front shirt pockets) and saying their name which is supposed to be voice recognition.......of which is a farce as my son has put in Mt. Kearsage or some ridiculous thing like that and it took...when he was checking it out.

I tried to call their phone service provider ICS but after a few days and no call returned I called again and they said they just do billing and it was the facilities issue. To which I call the Berlin Facility and the lady I was supposed to talk with is out and now the holiday.....meanwhile he was able to retrieve some to the numbers on his account for which he did NOT call and I am trying to find out who they belong to.

Is anybody else having money stolen from their phone accounts?

ICS said they were supposed to have been using their own 4 digit pin number......not their inmate id numbers as they even agreed that was too visible for anybody to steal.........very frustrating...sigh!
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Old 01-02-2009, 02:15 PM
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I will have to get back to you on this. ICS Is looking at some sort of PIN system or Voice recognition system to get a better handle on this. Unfortunately the Department of Corrections does not manage the phone systems or the accounts. It's a contract between ICS and the New Hampshire Department of Administrative Services, Telecommunications Division. Our only role is to make sure phones are available.

---Jeff Lyons
Public Information Officer
NH Dept. of Corrections
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  #3  
Old 01-04-2009, 06:02 AM
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I talked with a supervisor at ICS and she told me it was up to the facility to maintain their own security what with pin numbers and such.

They can maintain what calls were made as my son gave me the numbers that he explicitly did not call.....and I did get a name and address on that one.

So meanwhile somebody keeps using his account and all his money is being used up. Can there not be a block of some kind when their is an issue on the account especially when known? In the private sector this would not be tolerated......I don't understand why it cannot be taken care of.

So if I am correct in my understanding it needs to also go to Administrative Services? Why do they have phone tech from the ICS company at the prison to begin with if they cannot check into problems that may arise?

Welcome to the layers of bureaucracy where commonsense is eluded.
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Old 01-07-2009, 02:01 PM
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DO NOT USE INMATE DEBIT CALLING CARD SERVICE IF YOU DO NOT WISH FOR YOUR ACCOUNT TO BE STOLEN AND TAPPED INTO!

They just lost a customer. I thought it would be nice for my son to be able to call his sister once in a while on her cell phone as that is all she has but having put $100 into the account and he has been trying for 3 weeks for somebody to do something about people using his account and ICS says out of 5 phone calls it all sounds like him.........ya well......the other person has made the majority of the phone calls and yes......he does sound a bit like my son but when she played it for me I knew that was not his voice.......go figure.

Plus.....why would he be complaining of somebody using his phone as it was his money he gave me to put into it to begin with.....he can call who he wants.......but everytime he picks up the phone .......just 2 days ago it was down to $17 and he is bullshit. And I don't blame him as nobody seems to be taking this seriously.

So that leaves us with no option but to stop using the inmate debit calling system and putting money into it. I will pay for his collect calls myself.........man o'man...........SIGH!!!!!!!!!
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Old 01-07-2009, 07:41 PM
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Hey pmitch the same thing is happening with us.Tim said it went from 32 bucks to 19 and we only talked about 5 minutes.We just started using the debit system i think i'lll go back to the prepaid.
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Old 01-08-2009, 07:57 AM
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I just talked with the Solitaire lady from the Berlin prison.......they said the computer goes by voice recognition........forget the inmates id numbers plasted on their front shirts.....then they have to say US....but my son put in United Kingdom just to test it and it accepted it.......so go figure.

She is basically calling us liars....no no....the computer cannot be wrong...haha.
What a bunch of bull crap. So no....we are not using the prepaid debit system calling for the inmates. He will have to call collect to those he wants to speak with which is too bad as it puts the burden on those people to want to talk with him or not. I am so ...........she said nobody else is complaining. Call Solitaire...the phone dept. Tims's baby and complain.......603-752-0337

My son put in $100 and has lost most of it. She doesn't see the need for each inmate having their own pin#.......she seems to think voice recognition is enough.....over a computer? Go figure.

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Old 01-08-2009, 12:02 PM
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Oh wow that is not good. I have not used the debit system yet but was about to for the reasons stated here. Now I think not. The calls cost enough with out having to spend twice as much so someone else can make calls. That stinks. Please keep us updated on any resolution you might get.
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Old 01-08-2009, 04:38 PM
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I definitely will.....my son is working on it from his end.....he wrote a couple letters....but it seems you just get the run around......yes, the calls cost enough without this crap going on.
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Old 01-11-2009, 11:13 PM
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Oh no... I just sent some money to them for my guy so he can call. I hope it doesnt happen to us too
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Old 01-12-2009, 05:40 AM
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Tell him to write down the numbers he does call so he can check it against a list you can get of the phone calls made. He will know as they give you a balance for each call before you make it.
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Old 01-30-2009, 07:33 AM
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If need be to get hold of the NH Dept of Administrative Services, Telecommunications Div.......contact Roger at 603-271-3409

He seemed very helpful as I got hold of him today and was going to check into it all and get back to me.....thank you, Roger!

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Old 01-30-2009, 03:19 PM
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Originally Posted by pmitch10 View Post
If need be to get hold of the NH Dept of Administrative Services, Telecommunications Div.......contact Roger at 603-271-3409

He seemed very helpful as I got hold of him today and was going to check into it all and get back to me.....thank you, Roger!
Good info. pmitch
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Old 01-31-2009, 09:23 AM
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My son brought this up also as an issue other inmates were also concerned about at their monthly meeting where I believe he is a spokesperson.......not exactly sure how that all works....he is not very descriptive over phone calls. But there again it was brought to their attention who ever "they" are.
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Old 02-06-2009, 07:31 AM
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Just talked with my son last night. They are working on his account and they are going to refund the money back, so they say. But he is still negotiating as they only want to give back part of it and he is disputing the number of phone calls.

This is definitely a step in the right direction and the simple fact that they are reviewing these security issues with the inmate debit calling is terrific!

I will keep you posted.

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Old 02-06-2009, 11:48 AM
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[quote=pmitch10;4404038]Just talked with my son last night. They are working on his account and they are going to refund the money back, so they say. But he is still negotiating as they only want to give back part of it and he is disputing the number of phone calls.

This is definitely a step in the right direction and the simple fact that they are reviewing these security issues with the inmate debit calling is terrific!

Go get'em tiger!!! I am glad they are following up for you. we cant afford to be throwing good money away. Those calls are important. Nice job
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Old 02-06-2009, 02:03 PM
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Thanks...It is not just about the money, but that it could happen to anybody and right now prevents us from using the system for which it was intended for to begin with.
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Old 02-06-2009, 09:56 PM
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I agree. It did how ever take one person with one voice to say "Hey this is not OK" and I am going to do some thing about it. I think thats how all great things happen. One person ~ One voice ~ one step at a time
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Old 02-27-2009, 08:41 AM
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Hooray..and I want to thank Roger from the NH Dept.of Adm. Serv. Telecom Div. I called him again today to check on the progress of all this and I thanked him for having a 4 digit pin for them to use instead.

But my son still has the issue of recouping the money that was taken from his account and he gave me another number and name to forward that issue to......Mike Hasham of ICS here in Concord..223-9989......and he is looking further into that for me.....thank you Mr. Hasham! So if anybody else has this issue he would be the man to speak with.

So as long as nobody gives out their pin #s to anybody it should be working a whole lot better along with the voice recognition.

Praise the LORD for helping me with this! SIGH!
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Old 02-27-2009, 12:15 PM
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Hooray..and I want to thank Roger from the NH Dept.of Adm. Serv. Telecom Div. I called him again today to check on the progress of all this and I thanked him for having a 4 digit pin for them to use instead.

But my son still has the issue of recouping the money that was taken from his account and he gave me another number and name to forward that issue to......Mike Hasham of ICS here in Concord..223-9989......and he is looking further into that for me.....thank you Mr. Hasham! So if anybody else has this issue he would be the man to speak with.

So as long as nobody gives out their pin #s to anybody it should be working a whole lot better along with the voice recognition.

Praise the LORD for helping me with this! SIGH!
Hooray for Roger and Thank you Lord for working this out. Now we pray you can recoup the lost funds. Oh and mums the word on the pin number
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Old 03-13-2009, 10:03 AM
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Well.....I'm calling all the right people after calling a few wrong ones....haha....and still I am getting the run around. They just seem to love to pass the buck and nobody takes a real interest in solving something. It has been going on 5 months now.....what the heck.

I had to call Mr.Hasham again today after still not hearing a word and he had given it to the Solitaire woman up in Berlin who supposedly works for ICS who has not down a darn thing about it even when my son writes out a complaint. She told him I need to contact ICS which I have done SEVERAL times.

So he now says again he will personally check into it after giving him the whole scoop all over again.......I won't hold my breath...SIGH!

This may take forever because then they have to find the person who stole from their account and they have to give the money back.....ya. right........inmates who have so much money to begin with.
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Old 04-16-2009, 06:02 AM
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The ICS lady in Berlin called Solitare or Volitare....not sure..but she is a farce. She tried to call me a liar AGAIN and saying the debit system did not start again only a month ago and I said excuse me but.........!!!!!! I tried to call the Warden as I was going nowhere and they connected me to her again.....she said she got no notices from my son and then that. And the state must pay her big bucks for the ICS connection and she is supposed to handle the inmates issues........ya right! So I called her boss and expressed my displeasure over her and called Adm. Services again and at least this guy listened again and said he would get back to me.......shall see. He agreed she should not be acting in that manner as he used to work for the old phone system for the state and Mr. Hasham was his boss now.....so 6 mos. later.

People with attitudes.....gggrrrrrrrrrrh!!!! Should not be working with the public.
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Old 06-16-2009, 05:09 AM
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Wow, wow, wow.....after calling again last week I received a phone call from the ICS department in the Concord prison saying he was going up to Berlin last week anyway and would check on the status. HOORAY! They are going to be taking out money weekly, or monthly....not sure but from the person who stole the money from my son's account and putting it into his prison account.

Mr. Hasham called me early Monday am to tell me.
I can't wait to talk to my son and let him know for sure. FINALLY! Thank you Mr. Hasham and thank you GOD!
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Old 06-21-2009, 10:00 PM
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I cant stand the whole phone system, I have been unable to add money to my acct for 2 weeks, aind have been told be the lovely ICS cust service that there is a problem with their online site, but for $5.00, they can add $ for me or put $50.00 and they wont charge the $5.00....Um hold on,wait a min...... so you want to to pay for the amt that i want on my acct, plus pay you $5.00 to tap a few keys on your computers all because YOUR internet site is not working correctly! DO I SOUND LIKE IM STUPID?! Oh, and did I mention that the "investigation" they opened to find out whats wrong with their site will take 72 hours. Its been 2 weeks,I highly doubt Im the first and probably not the last person to tell you about the issue! Just fix it already!

I told my darling hubby that we will have to chat "Old School Style" via good ol' USPS! $0.45 a stamp! 2 Thumbs down ICS you have dropped to ball AGAIN!

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Old 06-22-2009, 07:14 AM
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If you aren't getting anywhere call Mr. Hasham who is the Concord Manager of ICS. I have the number in one of the posts up above. It took my matter since last October to get finally dealt with but as yours is a website issue, maybe they can help you faster. At least report the problem to him to see if he is even aware of it himself. I got many runaround stories from the so-called customer service lady up in Berlin to the point she would not even believe what I had to say. Their customer service department is not very professional to say the least.

But the manager was so try and deal with him as he oversees the whole NH area I believe and is housed in Concord at the prison there....Mr. Mike Hasham.
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Old 06-22-2009, 08:50 PM
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If you aren't getting anywhere call Mr. Hasham who is the Concord Manager of ICS. I have the number in one of the posts up above. It took my matter since last October to get finally dealt with but as yours is a website issue, maybe they can help you faster. At least report the problem to him to see if he is even aware of it himself. I got many runaround stories from the so-called customer service lady up in Berlin to the point she would not even believe what I had to say. Their customer service department is not very professional to say the least.

But the manager was so try and deal with him as he oversees the whole NH area I believe and is housed in Concord at the prison there....Mr. Mike Hasham.

will do, thank you for the info!
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