A Cruel System: The Prison Communication Trap in North Carolina

North Carolina’s prison communication system, operated by Viapath (formerly GTL), remains a clear example of how profit continues to be prioritized over human connection—even when surface‑level changes are announced as progress.

Recently, Viapath eliminated the fee to deposit money specifically for phone calls. On paper, this sounds like a win for families. In reality, the cost wasn’t removed—it was simply shifted elsewhere. Fees across other services were raised, including messaging costs and fees charged to nonprofits attempting to communicate with incarcerated individuals. The burden didn’t disappear; it was redistributed.

For families already stretched thin, the system is still financially exhausting. The cost of staying connected—through calls, messages, or other approved communication—adds up quickly. What changed wasn’t the expense; it was where that expense shows up on the bill.

Reliability remains another major issue. Calls still fail to go through, connections are dropped, and incarcerated individuals may have to attempt multiple calls just to reach someone on the outside. When connections are finally made, conversations are often interrupted or cut short—wasting both time and money.

Adding to the frustration are repeated automated reminders during phone calls announcing that the call is from a correctional facility. These interruptions not only reduce already limited call time but also reinforce the sense of punishment for both the incarcerated person and the family member on the other end.

Perhaps most concerning is how these cost increases now extend beyond families. Nonprofits—organizations trying to provide emotional support, reentry assistance, and advocacy—are also facing increased fees simply to communicate with those they serve. This creates yet another barrier to rehabilitation and successful reentry.

This cruel system is not incidental. It is designed in a way that monetizes isolation. Eliminating one visible fee while quietly increasing others does not create fairness—it preserves the same imbalance under a different name.

North Carolina deserves a prison communication system that prioritizes connection, rehabilitation, and dignity, not one that treats human contact as a revenue stream.

Real reform means transparency, affordability across all communication services, reliable systems, and policies that support families and service organizations rather than pricing them out.

Connection should never be a luxury.