You do not need to contact anyone prior to receiving a call from a WVDOC inmate. However, inmates must first submit a Personal Allowed Number (PAN) form and receive approval from DOC personnel prior to attempting a call to any individual number. Once your number is approved, you may begin receiving phone calls using any of the three payment methods described below.

Prepaid Collect Calls

A Prepaid Collect account can be easily set up after receiving the first call from a WV DOC inmate. During the first call, you will receive 60 seconds of complimentary talk time and then be given the opportunity to set up an account with a customer service representative. Alternatively, accounts can be set up through ICS Corrections' billing agent ICSolutions at 888-506-8407 or www.icsolutions.com.

• Note that taxes are separate from the Prepaid Collect balance.
• Purchases are posted on the same day.

Debit Phone Time

A Debit (Inmate-Paid) account is a convenient alternative for friends and family to deposit funds directly into inmates' calling accounts. Debit account service is available through ICS Corrections' billing agent ICSolutions at 888-506-8407 or www.icsolutions.com. Debit phone time can also be purchased directly by inmates using funds from their inmate banking/trust account.

• Once payment is received, the funds belong to the inmate
• Debit is also more flexible than Prepaid Collect. Inmates may call any telephone number approved by their facility (not just the number associated with a Prepaid Collect account) including international numbers.

Yes. If your number is on the inmates approved number list, you may accept calls on your cell phone by setting up a Prepaid Collect account through ICS Corrections' billing agent ICSolutions, by simply following the prompts during your first accepted call or by contacting them at 888-506-8407 or www.icsolutions.com.

Debit calling also allows for calls to cell phones.

Please click here to view the rate table.

There are Three Ways to Purchase Prepaid Services (Prepaid Collect + Debit):

1. Online: The fastest and easiest way to purchase prepaid phone services is by using the Online Payment Processing Service. This service allows you to conveniently purchase prepaid phone services using a credit or debit card. As soon as your payment is complete, you will have access to the services just purchased.
2. By phone: Toll-free customer service is available 24/7/365 at 888-506-8407. During your first accepted call you will automatically be given the opportunity to set up an account over the phone with a customer service representative. During future calls, you will also be given the opportunity to purchase additional phone time when your Prepaid Collect balance becomes low.
3. By mail: To purchase prepaid phone services using a certified check or money order (we are sorry, but personal checks are not accepted), please mail to:

For Prepaid Collect:

• ICS Corrections, Inc./ICSolutions
• Attn: Customer Service Department / Prepaid Collect Account
• 2200 Danbury Street
• San Antonio, TX 78217

When purchasing prepaid phone services through a mail-in purchase, please be sure to include with your payment, your name, address and the designated telephone number to which you wish to receive calls.

For Debit:

• ICS Corrections, Inc./ICSolutions
• Attn: Customer Service Department / Debit Telephone Account
• 2200 Danbury Street
• San Antonio, TX 78217

When purchasing debit phone services through a mail-in purchase, please be sure to include with your payment:

• Your Name
• Your Address
• Your Daytime Telephone Number
• Name of the Facility
• Inmate's Name
• Inmate's Facility ID Number

Blocks on Phones

When you receive a call from WVDOC inmates, you will be given the option to refuse that call. Additionally, you will be given the option to block all future calls from WVDOC. If a called party blocks their phone number in error, they should call customer service at 888-506-8407 to remove the block.

The Inmates complete a concern form provided by WVDOC and place it into a drop box for resolution.

The following restrictions may be applied by the WVDOC to inmate calls:

• Limits on length of calls (currently 15 minute maximum).
• Limits on number of calls to the same number in a given length of time.
• Call monitoring, recording, and inmate voice validation (in order to place calls).
• Blocks on types of phone numbers (such as 800 numbers) or selected phone numbers.
• Temporary or permanent denial of phone usage rights for such reasons as disciplinary problems or requests by a called party.

Pre-addressed post cards are typically provided at release for inmates to mail in debit refund requests. A copy of the Refund Request Form is also available online.

Requests should be mailed to:

• ICS Corrections, Inc./ICSolutions
• Debit Refund Request
• 2200 Danbury Street
• San Antonio, TX 78217

• Requests must include the inmate's name, inmate I.D. number, residential address, daytime phone number, and date of release.
• For records retention purposes, requests must be received within 30 days of release
• Please allow up to eight weeks for the refund to be received.

Simply call 888-506-8407. If refunding to the credit or debit card on file, refunds are available on the same day requested, typically within 15 minutes.

Written requests can be mailed to:

• ICS Corrections, Inc./ICSolutions
• Prepaid Collect Refund Request
• 2200 Danbury Street
• San Antonio, TX 78217

• Include your name, address and the phone number associated with the Prepaid Collect account.
• Please allow up to eight weeks for refunds by mail to be received.

Calls can disconnect for a variety of reasons including:

• Accepting call waiting
• Dropped calls from a cell phone or VoIP number (phone service over the internet) due to poor coverage
• Placing a call on hold
• Security reasons within the facilities

Many telephone services do not have a billing agreement with ICS Corrections to allow you to receive a collect call. For example, cell phone and Voice over Internet Protocol (VoIP) providers do not offer Traditional Collect billing options.

Simply call the direct billing line at 800-464-8957.

For Prepaid Collect customers, please call 888-506-8407. Our representatives can investigate technical problems with your phone call, including listening to the call recording to determine the cause. If it is determined that the problem was not caused by another external factor (for example, a bad cell phone connection), our Customer Care Representative can credit phone services back to the account that was used for the call.