are your standard hours of operation?
standard hours of operations to reach a live Customer Service Representative is
through Friday 7:00 am to 8:30 pm Central Standard Time and on Saturdays from
5:30pm Central Standard Time. Please note that you can reach our automated
system 24 hours
a day by calling
the designated phone number provided in Question #2 of the FAQ-Description
you provide a general 'Description Overview' on the V-Direct Debit calling
V-Direct debit calling product allows inmates’ friends and family members to
directly to an inmate’s personal telephone account thereby allowing the inmate
to control and
budget his phone calls. This service allows the inmate to place and pay for
calls to friends and
family members. Calls made in this manner will have the cost of the call
deducted (Plus any
applicable fees and taxes) from the inmate’s personal telephone account.
Collect and Advance Pay (prepaid collect calls) will continue to work as they
do today. All
facility call controls (i.e., blocked numbers, calling hours, 3-way
calling restrictions, etc.)
will apply to V-Direct debit calls.
The V-Direct debit service also allows international calling
using the funds in the inmate debit account.
can I setup an account so that I can add funds to my loved ones Debit phone
account can be setup using the V-Direct Interactive Voice Response System (IVR)
or the internet on the V-Direct website:
accounts can be setup and/or funded using the VAC Debit IVR
DOC, WA – (866) 669-9975
County, WA – (866) 669-9968
County, WA – (866) 669-9971
County, GA – (866) 669-9972
An IVR has been
implemented that allows inmate Friends and Family to deposit funds into an
account(s) via the telephone.
accounts can be setup and/or funded using a computer with internet
which will allow users to establish and/or
deposit funds into
one or more inmate accounts. Users will be allowed to view historical
deposits made to
funding family member will be required to enter their 10-digit telephone
number and create a
PIN number to
establish the account. Once the account has been established you will be
add funds to the
desired inmates debit account by entering the facility issued inmate ID number.
To find the inmate ID go to
Washington DOC - http://www.doc.wa.gov/offenderinfo
Pierce County -
Whatcom County -
County - http://www.theinmatelocator.com/Georgia.html
are the funding options for the V-Direct Debit accounts?
V-DIRECT debit account-funding minimum is $25.00 or a maximum of $100.00 per
funding maximum is $200.00 per funding account/per credit card/and per inmate
per 7 day rolling days. There will be a
service charge applied to all credit card transactions.
If sending in a Money Order, VAC will discount the service charge.
will accept one of the following payment methods for V-DIRECT Accounts:
Debit Cards or Cash Cards
Order (Cash option)
VAC does not store or in any way retain customer credit card or CVV numbers;
and will not share
customer information with any unauthorized company or entity, based on the
Industry (PCI) Data Security Standard, Version 1.1' guidelines.
There will be a 'warning notice' that once the monies are added to an inmate’s
account, the money
cannot be credited back onto the credit card. Funds remaining in an
inmate's debit account will be
refunded to the inmate in the form of a 'free world' debit calling card. Funds
will not be refunded to the credit
card holder that funded the account.
is the process for funding with a Money Order?
your Money Order payment to V.A.C. at the following address: V.A.C.,Dept
2430,P.O. Box 122430,Dallas,TX. 75312-2430. Make sure to include a 10
digit account number, the inmate name/ID and the facility where the inmate is
located on the front of your money order and make it payable to V.A.C. If you
do not include this information it may delay funding to your account.
can I find out what the balance is on the inmate’s account?
the funds have been posted to the inmate’s debit account it is considered the
money. The inmate is the only person that can access his/her debit account
balance. The inmate
can access the balance by using the pin number which was provided by the
a friend or family member fund an inmates's debit account outside the US?
An International Money Order can be purchased from any major international
bank. The Money Order must be made out in U.S. dollars and sent to the VAC
address below. The dollar amount for the International money order must be
between $25.00 to $100.00 dollars.
The mailing address is VAC, Dept 2430, P.O. Box 122430, Dallas, Texas
I fund multiple debit accounts?
multiple accounts can be funded but no all at one time. You will have to fund
each debit account separately. You will be charged the
service charge for each successful credit card transaction.
are the calling rates when using the V-Direct Debit program?
rates charged for V-DIRECT debit calls will mirror the pre-paid domestic
collect call rates.
long will it take to receive a call from an inmate after funding a debit
account using a credit card?
the funds have been approved, you will be able to receive a call from the
inmate within 15 minutes. After all successful credit card transactions a
transaction number is provided to the card holder, when using the Website.
do I contact if I am having difficulty adding monies to an inmate's debit
account when using a credit card?
can always call the VAC V-Direct automated
system's phone number (Question #2 of FAQ-Description Overview),
to speak to a Customer Service Representative during business hours.
Please be prepared to provide your name, the facility name, the inmate name and
the inmate ID number. This information is necessary for our representatives to
do I contact if I am having a service issue and cannot receive a debit call?
you have a service or billing issue, contact Value-Added Communications at
the VAC V-Direct automated system's phone number (Question #2 of
to speak to a Customer Service Representative during business hours. Please be
prepared to provide your name, the facility name, the inmate name and the
inmate ID. This information is necessary for our representatives to assist you.
would my credit card be declined if there are sufficient funds in my
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-Direct does not differ from the Master Billing Address on
your bank's records, or your transaction 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.
credit card transaction was declined. Will I be charged for this transaction?
may see pending charges on your account even though the order was declined.
When a payment is attempted on our website or IVR, the transaction is
sent to the bank for verification of the billing address entered, and for
availability of funds. The bank holds the funds for that transaction, even if
the order is then declined for other reasons. The hold should drop off
automatically in two to three business days, it is all dependent on your bank.
What happens to the money that I have added to the inmate’s debit account once the inmate has been released?
the inmate is released with funds remaining in his V-Direct debit account
he can setup a 'Free World' account by calling 1-800-786-8521.
He/she will be asked for his/her Inmate ID/PIN and will be provided a PIN
number that will allow him/her to make calls throughout the United States
until his/her debit funds are depleted.