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Business Profile

Government Contractors

Securus Technologies, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Government Contractors.

Complaints

This profile includes complaints for Securus Technologies, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Securus Technologies, LLC has 5 locations, listed below.

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    Customer Complaints Summary

    • 528 total complaints in the last 3 years.
    • 124 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/18/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 cannot buy stamps to email my friend who is at the women's **************** in *************. They said the company that does the credit cards and debit cards has blocked my card, I do not owe Securus any money, I have enough money in my account to pay for buying stamps. They have discriminated against me, because I am a senior citizen

    • Initial Complaint

      Date:05/16/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Securus technology app doesn't work properly. It directs you to automated phone service. It takes me through a very long process of listening to their story. Then when I finally get to my account options, I can only add funds, I can't verify my balance which states that my account is active and fined with $18. However I received an automated call from them stating that I only have $5 as of Midnight 5/15/25. When I attempted to add funds, it collects alot of information but goes totally silent when I select the amount of funds I want to deposit. Silence, no way to other assistance. I have even tried their Chat--directed me right back to the beginning. Then error message that doesn't apply to me. After going through this process for 5 days.

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      So the securus man who goes to the jails to pass out tablets to the imates is very rude to them ,he does a half a** job he only comes on Thursday half of them dont have a tablet and its been almost 2 weeks just imagine sitting in a jail with no tablet allday when all there was to do was transfer 1 tablet to the new one my brother has been having issues with this securus guy there is no way he has to be rude and mean to imates thats already locked up its unprofessional and I want to speak to someone regarding it

      Customer Answer

      Date: 05/31/2025

      Ok that does nothing for me so 

    • Initial Complaint

      Date:05/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 May 14 2025 I received a call from the county sheriff where I was prompt to add my credit card to complete the call. Once I finished inputting my information the operator say Caller hung up. Without ever being able to speak to my wife. Following that a charge of $42.94 was deducted from my account and placed on pending. This charge has literally just been sitting there preventing me from being able to go to the grocery store as that transaction let me with $6dollars. So now my self and daughter are stuck with literally hotdogs no bread and nothing to cook. I've reached out through the phone service several times to no avail. I've emailed them and I haven't even received any type of confirmation. As to what happened or whats going on. When I listen to the operator it says they nolonger take payments over the phone. So why did it prompt me to pay yet alone there wasn't a call after the setup as the I was informed the caller hung up. I will also like to add that there is literally no way to reach a real person. If I had know that I'd never use the service. Because in cases of error it takes an act of congress just to get your money back. There are transactions that occurred after which have left the pending status but this is lingering and for no reason.

    • Initial Complaint

      Date:05/15/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      05/14/2025 I was attempting to purchase a single phone call only and the company charged ***** to my account for a ******* subscription. I do not need a 3-month subscription. my family member was arrested for an unpaid ticket and was out in 1 day. I have called them multiple times, and the agents hang up on me and refuse to assist.

    • Initial Complaint

      Date:04/30/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 filing this complaint against Securus Technologies and its subsidiary **** regarding an ongoing issue that has unjustly blocked my family from supporting and communicating with my incarcerated brother.Due to an honest mistake, my elderly grandmother who has dementia accidentally closed the checking account used to send $100 to my brother's JPay account. Upon realizing the error, my grandmother and mother repaid the funds in full via MoneyGram.Despite this, Securus/**** has permanently flagged my brothers account, and weve been informed there is no option to appeal this decision. As a result:We cannot add money to his commissary or tablet account;We cannot purchase stamps to message him through the app;The money we repaid has not been credited to him;This flag has now cut off all digital support and communication with our loved one.This decision feels unfair, excessive, and inflexible, especially considering the mistake was made due to a medical condition, and repayment was made in good faith.We respectfully request that Securus and JPay:Lift the permanent flag or offer an appeals process;Credit the repaid $100 to my brothers account;Restore our ability to fund his commissary and communicate through their platforms.This situation has caused significant emotional distress to our family. We are simply trying to maintain a line of support and communication with a loved one during a very difficult time.

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 fiancee is incarcerated, his tablet has been broken for 4 months. He has gone through the process of asking for replacement tablet numerous times and still has not gotten one. I was told by the prison that they are short 500 tablets just for their prison and Securus has not been providing tablets like they should be for replacements. My loved one who is incarcerated is on complete lockdown and has minimal time out of his cell to make calls so he is not able to keep in contact with his family. It has become a hardship for him and his family.

    • Initial Complaint

      Date:04/12/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Hello, I have been trying for multiple days now to add funds to an account with no success getting error messages each time on the app and online. I made a call 4/9/25 where I was able to add $25 on said call disconnected then tried to call back to add more and that was followed by another error message. I've called my bank they've advised they don't even see this transaction being attempted on their end. My uncle is without funds and has called me multiple times now collect knowing that he does indeed have $25 on his phone, and he cannot see it. I am very disappointed in the services. I recognize this may not matter to anyone there, but I can assure you that it does indeed matter to those of us who care about those humans, men, grandfathers, fathers, husbands, cousins, brothers, sons, uncles who are sitting waiting on funds to be added to call someone they love or for someone out here waiting on that call to make sure they're making it through another day. I for one cannot believe that I have called a myriad of times over the last three days and haven't been able to speak to a single human on your their end and continuously get hung up on by the automated system. This entire experience has been horrific. The only thing Im expecting here is that they fix the tablet and ability to add money on the inmates phones theyre a technology communications firm and yet we cannot use them to communicate with the clients theyre supposed to serve or even add money to their phones to function. How does this make any sense. Im simply trying to add funds to my loved ones account so he can call us. They didnt alert us of any issues. They didnt have a notice sent out. My uncle isnt the only one unable to get funds added its a few inmates and to say Im frustrated and disappointed is an understatement at this point. I advised them via email and a PM via X that I needed a call today and there wasnt a call so this is a last resort. Id also like the collect calls credited.

    • Initial Complaint

      Date:04/09/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Dates: 4/8/25, 4/9/25 I received a call from an inmate. I followed the prompts from Secures tech to enter my credit card. They said I would be charged 7cents per minute that I was on the phone. I went through a lengthy process and when I finished everything they discontinued the call without letting me speak to the inmate and still charged me $1.20. This happened 3 times. I was charged three times without ever being able to speak to the inmate. This is a stressful time given a loved one is incarcerated and this adds to the stress not being able to talk to him.

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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've been sending money to an inmates account using ****************** for 10 years without a single problem. After 10 years of using the same card securus DECLINED my card. Without reason or recourse. Now they want me to pay a 3rd party to send money to securus so I can also pay securus money as well to put money on my brother's account!!! WITHOUT RECOURSE OR REASON WHY THEY DECIDED TO DECLINE A CARD THEY HAVE ACCEPTED FOR 10 YEARS!!!!!

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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