Complaints

This profile includes complaints for Keefe Commissary Network Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Keefe Commissary Network Sales

  10880 Linpage Pl Saint Louis, MO 63132-1008

• 

  Access Securepak

  PO Box 50028 Sparks, NV 89435-0028

• 

  Keefe Group

  301 Mill Rd Edison, NJ 08837-3814

• 

  Access SecurePak

  3232 Kraft Ave SE Grand Rapids, MI 49512-2040

• 

  Access Securepak

  PO Box 50028 Sparks, NV 89435-0028

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/4/2025 $50.00 was sent to ***** ******* at the ***************, **********, **. Receipt #*********. He was transferred to Fairfax Adult Detention, *******, **. He was released after 9 days total. Was told a check would follow, non received. My grandmother, who sent the money, has emailed access corrections three times. Both she and I have attempted their website chat and phone numerous times each; they are useless automated.

  Business Response

  Date: 07/10/2025

  Dear *****,
  We received your complaint filed with the Better Business ******* dated July 3, 2025 and offer this response.
  Your compliant indicates that a deposit in the amount of $50 was made to your trust account at ******************** Center, **, and since your release from the detention center you have not received those funds. You were told a check would follow.
  
  Once deposits are sent to the detention center, the detention center has possession of the funds and is responsible for releasing the funds to you upon your release from the facility. Please contact the detention center for your refund.
  
  Sincerely,
  **** ********
  
  **** ********
  Access Corrections

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to use there service to send money to a loved one but received an error message from them after making payment the funds were pulled out of my account. my loved one never received the money I sent to them. An now Access Corrections seems to have no way to contact them that works or any way to settle disputes or issues

  Business Response

  Date: 06/18/2025

  Dear Customer,

  We received your concerns regarding a deposit. We will be reaching out to you on a resolution. 

  
  

  Business Response

  Date: 06/23/2025

  Dear ******* ****,
  
  We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns.
  We understand that your inquiry pertains to an attempt to use our services during which you received an error message. Additionally, you are requesting a refund in the amount of $10.76.
  After a thorough review of your account, we confirmed that the error occurred because your account requires further verification. A member of our team attempted to reach you on June 20, 2025, to complete this verification;however, there was no answer, and we were unable to leave a voicemail.
  Regarding your refund request, we were able to locate the attempted transaction, but our records show that the payment was denied by the payment processor and the funds were never collected. We recommend contacting your financial institution to confirm that the transaction was not completed and no funds were withdrawn.
  We hope this information helps clarify the issue. If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your business and thank you for choosing Access Corrections.
  
  Sincerely,
  ******* ********
  Access Corrections

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent money through this company and was suppose to be deposited to the account and never was I emailed over and over and nothing I've called and got hung up on over and over and money was never given

  Business Response

  Date: 06/02/2025

  Dear ********* *********.

  We received your concern regarding a deposit placed with Access Correction.  Please provide us with the following information for us to investigate. 

  We will need the resident name, ID. number, and facility. We also need the date of deposit along with confirmation number. 

  Customer Answer

  Date: 06/03/2025

  Complaint: 23400564
  
  I have reviewed the business' response and am rejecting it because:
  I have attempted so many times for this I have emailed spent hrs on the phone for no resolution the number is nothing but a waste of time 
  
  
  Sincerely,
  
  ********* *********

  Customer Answer

  Date: 06/03/2025

  I have contacted customer ********************** over and over waited hrs on hold and got no where

  Customer Answer

  Date: 06/05/2025

  ******** ROBLES 

  Date may 25 2025

  ********************* ************

  Amount 26.00

  Another transaction of $10 phone time never posted to his account 

  Transaction number 1155662406

  Other transaction was done in facility by inmate and no transaction number is given 

  Business Response

  Date: 06/12/2025

  Dear ********* *********,
  We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns.
  We understand that your inquiry relates to a transaction you completed on May 26, 2025 in which you were concerned because you did not receive an email confirmation. Additionally, we recognize the difficulty you encountered when trying to reach our customer ********************** team.
  After a thorough review of your account, we confirmed that while the deposit was submitted on May 26, 2025, a system outage caused a delay, and the funds were not applied to the resident's account until May 31, 2025.
  One of our agents was able to reach you on June 11, 2025 to explain the situation and extend our apologies for the inconvenience. We hope this resolved your concerns.
  If you have any further questions or need additional assistance, please dont hesitate to contact us. We value your business and thank you for choosing Access Corrections.
  
  Sincerely,
  ******* ********
  Access Corrections

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/26/25 I made a deposit to the benefit of ******* Hunter *******, incarcerated in the Arkansas DOC system. I have the receipt as uploaded, for $156.75, $150.00 which should have gone to Mr. ******** It is now 5/29/25 and is still not showing on his account. There is a stated 48 hour timeframe which has been far exceeded. When I have called to talk about this, I have been left on hold for over 1 hour each time. As of today, Mr. ******* has still not received his funds and it is causing him to miss a certification enrollment opportunity. I expect a full refund immediately and investigation into this company as being fraudulent in their representations. Thank you.

  Business Response

  Date: 06/04/2025

  Dear ******** *********,

  We received your complaints regarding a deposit. We are currently looking into this issue and will respond with our findings. 

  Thank you for your patience and understanding. 

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This website has not been accessible for almost 1 month or 30 business days. It's impossible to get though or handle inmate accounts and transactions.

  Business Response

  Date: 05/27/2025

  Autumn Vriale.

  We apologize for the recent system issues.  Our technical team has been working around the clock to correct the issue.  The estimated restoration time is now 05/28/2025.

   

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Autumn Vriale

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their website and phone are always down. You can not get in touch with anyone. Access Corrections is the ONLY way to send my loved one funds to be able to purchase necessary items for day to day living. You cant do that when their system is constantly ******* notice, no warning, no *********** better.

  Business Response

  Date: 05/27/2025

  Dear ****** *******.

  We received your concerns regarding the company recent system issues. We apologize for any inconvenience. We have rectified these issues.  Both phones and web will now be fully accessible starting 05/28/2025

   

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 7th 2025 I deposited money on my son's commissary account in Frederick ******** as I was told to do so with a company called SMART DEPOSIT, **************** . I check my bank statements frequently and noticed a charge I did not recognize - Access SecurePak online services. I called my bank that contacted the fraud ***** to and get more information. There was no phone # listed to call this company. It came back as "foreign currency" So my bank shut my card down and issued me a credit. Fast forward, this company works under several different names. I was never informed that it would appear under any other name than smart deposit. Once I clarified that this was a correct charge I immediately called the bank who has reveresed this ************ continues to want $25.00 when they are not at all transparent with how they conduct business. I have been on the phone MULTIPLE TIMES last week with MULTIPLE PEOPLE trying to get this straightened out. One customer svc. *** told me this happens all the time. ************ goes by 3 different names and scams families out of money. I have asked multiple times to clear this up and explained to them that as it appeared on my statement was not the company I did business with online. They have made it impossible to clear up and when they don't like what you say, they just hang up on you. My son is in a detention center and cannot get needed supplies because this company has frozen his account. ************ is purposely taking money from families. Even if you pay the $25.00 "fee" it takes 6 weeks to reinstate the account. We have NEVER had to deal with this before. SMART DEPOSIT, ACCESS SECUREPAK NEED TO BE TRANSPARENT AS TO WHAT NAME THEY ARE CONDUCTING BUSINESS UNDER. If they had I would have NEVER questioned the charge on my bank statement. This was an honest misunderstanding on my part and I cleared it up as soon as it was recognized but they are impossible to work with.

  Business Response

  Date: 05/09/2025

  Dear ***** *******,

  
  We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
  We understand your concern involves a transaction made on April 7, 2025,in which a deposit you submitted through the Smart Deposit service appeared on your financial statement as Access Securepak online services. As a result, you disputed the charge with your bank.

  
  This dispute led to a chargeback for Access Corrections on April *******, amounting to $159.95, along with a $25 reinstatement fee imposed by the bank. This brought the outstanding balance to $184.95. Upon further review, you recognized the charge as legitimate and requested your bank reverse the chargeback, which we have since received.
  During our conversation on May 8, 2025, we extended our apologies for the inconvenience and advised that, as a one-time courtesy, we would waive the reinstatement fee.
  Should you require further assistance or clarification, please do not hesitate to reach out. We value your choice in Access Corrections and appreciate your business.

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited $100.00 into my sons commissary account on 04/24/2025 at ********************** in **********, *****. Only to find out it went into another inmates account. I don't know how that happened because I swiped my driver license, and put my address and my sons name came up and I clicked, and I deposit the the cash. My son called and said did I deposit the money and I told him yes. He said it wasn't showing up, so I looked at my receipt and it show someone else. I called the number to on the receipt to have them put it on the right account. They told me they couldn't it was my fault for putting it into the wrong account. Mind you I spoke to 6 people and they all told me the same thing. There isn't anything they could do, so basically i lost $100.00 they said yes. They told me to call **********************, They told me I needed to call the company on my receipt. I find it hard they can't do anything. They went into my account and saw I made the cash deposit, but they don't want to anything about it. Unbelievable such a scam!! I will file with other government agencies this shouldn't be allowed!! The name on my receipt is not my son.

  Business Response

  Date: 05/01/2025

  Dear **** *******,

  We received your concerns regarding a deposit going to the wrong person.  So that we can investigate this matter. Please provide us with the following information. The person's name, I.D. number, date and receipt number on the deposit that was made. 

  Customer Answer

  Date: 05/02/2025

  Money I deposited on my son's account went into another inmates account, and when I called the company on the receipt they told me the jail where my son is needs to refund that they don't do refunds. They told me it was my fault for putting into the wrong account. Which I didn't put into the wrong account. Their machine did the mistake not me. They don't want to take responsibility for their machine. I called the jail where my is at and they said to call the number on the receipt I feel like I'm getting the runaround from both parties. I work hard for my money just to let them say tell me I can't get my money back. I just want them to put it on the right account. The receipt I attached to this email is the wrong person I don't even know who that is. My son is ******* J ****** DOB ********** ID17173761 He is located *************************************************************************

  Thank you, **** *******

  Business Response

  Date: 05/09/2025

  **** *******
  ******************************************************************************
  
  Re : BBB from **** *******, Case # ********
  
  Dear **** *******,
  We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
  We understand your concern involves a transaction made on April 24, 2025,in which a deposit intended for your son was mistakenly sent to a different recipient. After a thorough review of your account, our records confirm the transaction was indeed directed to a recipient other than the one youve previously deposited to.
  Unfortunately, once funds are deposited to a recipient at a facility, we no longer have access to them and are unable to retrieve or redirect the funds.That said, while this is not typically within our policy, we are willing to make an exception in this case. Please allow a few weeks for the check to be processed and mailed to the address we have on file.
  If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your business and thank you for choosing Access Corrections.
  
  Sincerely,
  ******* ********
  Access Corrections

  Customer Answer

  Date: 05/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am fiing this complaint on behalf of my fiance ****** ******* #****** ************* of Corrections. I am sending the information he gave me regarding the matter at hand in his words.Message from Inmate:I wrote them on Jan 8 2025 telling them that my AMP'D MP3 player was installed with a 10 year mortality clock on February of 2017 and was suppose to expire in March 1, 2027. And that my Mp3 malfunction and is saying that my time has expire and please connect to kiosk. So I told them to please advise me the cost and reference number for me to return my mp3 player to have you to reconnected, rebutted and the remaining days of my **************************************************** for the ***** songs that I paid a 1.99 for each song. This the second breach of contract and I'm serving a 40 to 60 year sentence and if would of knew that I was paying for songs that I can't keep for just a small amount of time I wouldn't never invested in buying non of this music, this music was suppose to be forever!

  Business Response

  Date: 05/14/2025

  Dear  ****** *******,

   

  Michigan DOC decided to end its relationship with Access Corrections and therefore did not extend or renew its contract with us. With this, all service on players stopped after the 10-year mortality timer resets. Access Corrections is unable to service MI DOC players anymore. This would include extending the timers, we apologize for any inconvenience.
  
  Thank You,
  Staff of Access Corrections

  Customer Answer

  Date: 05/14/2025

  Complaint: 23229111
  
  I have reviewed the business' response and am rejecting it because:
  The 10 yr mortality was not reached. He is still within that coverage period and should be refunded the $$$$ that company has taken from him. They should still be contractually obligated to do so.
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/20/2025

  Dear Customer

  ******************** can no longer sells, repairs or services items for ************ since the contract expired. We apologize for any inconvenience.
  

  
  
  
  

  Customer Answer

  Date: 05/23/2025

  Complaint: 23229111
  
  I have reviewed the business' response and am rejecting it because:
  
  I wrote them on Jan 8 2025 telling them that my AMP'D MP3 player was installed with a 10 year mortality clock on February of 2017 and was suppose to expire in March 1, 2027. And that my Mp3 malfunction and is saying that my time has expire and please connect to kiosk. So I told them to please advise me the cost and reference number for me to return my mp3 player to have you to reconnected, rebutted and the remaining days of my **************************************************** for the ***** songs that I paid a 1.99 for each song. This the second breach of contract and I'm serving a 40 to 60 year sentence and if would of knew that I was paying for songs that I can't keep for just a small amount of time I wouldn't never invested in buying non of this music, this music was suppose to be forever!
  
  Sincerely,
  
  ****** *******

  
  

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **** **** **** and I am an inmate at ************************* H33**343634**363635**H in ******, ********. On January 15, 2025, sixty-six dollars and ninety-nine cents ($66.99) was disbursed or taken from my prison trust account. ON the same day, the money was sent to the following address because I filled out the enclosed order form (copy) for property items. H32333130**3734313136H (OK)******************************************** As of the above note, I have not received: 1) Rawlings Men&#**;s Equal Score Basketball shoe size 11; 2) thermal pants size 2x; and 3) thermal shirt size 2x. Could the H363137**3238313831H help me in getting these (paid for) property items sent to me at ****.

  Business Response

  Date: 04/01/2025

  Dear **** ****,

  We received your concerns regarding an order being submitted for shoes in the amount of $66.99 on 01/15/2025.  We have no record of receiving an order for you. 

  Business Response

  Date: 04/03/2025

  Dear Sir,

  We received a request for a receipt for **** ****. Unfortunately, we are unable to provide a receipt on order/funds that we have no record of receiving. Our suggestions would be for Mr. **** to reach out to his trust office and request status information on the funds i.e. check, he stated was submitted. This will help both client as well Access Securepak with a resolution to the complaint.   Thank you in advance.