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Business Profile

Government Contractors

Securus Technologies, LLC

This business is NOT BBB Accredited.

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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

    • 529 total complaints in the last 3 years.
    • 125 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:06/10/2025

      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.
      The number I've given is the receipt number for a $20 payment made today. The photo is of my last two payments which have gone ignored. That equals $50. I pay to speak with an incarcerated loved one and the Securus system is not acknowledging my payments. It is also impossible to speak with a live person at this company. No help or acknowledgement is given at all. I will no longer try to send money until this is resolved. Securus tells me there is no money on the account which is a lie. This indicates a faulty system and an owner who is inept and disinterested or a theif. I wish to have a resolution to this matter either with a refund of my last 3 transactions, or an acknowledgement that the money is there to be utilized.

    • Initial Complaint

      Date:05/28/2025

      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 can't add funds to my daughter's account because the system doesn't recognize the Canadian postal code! The system says my address is wrong! And it is IMPOSSIBLE to speak to a human! No one has responded to my email.

    • Initial Complaint

      Date:05/25/2025

      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.
      5/24/25 contacted *** as to why I was unable to buy stamps to message a loved one or even get visit on-site with loved one. My account is locked from old charges back in 2020. For disputed charges on a card card. I ask *** for number to co tact and get detailed in fo because I had used a p***aid card. I was advised that I could go online but couldn't speak with anyone live. To resolve account. This is the first time I had heard of anyone this. No calls no emails ect . Now I am being blocked from any contact and refused contact with billing to unlock my account to visit a loved kne in jail. This is unfair and unconstitutional to deny contact with a loved one over a account that they can't speak to me about it's pay or don't visit . That's like if you can't pay then we hold your family hostage an blackmail ect. Noone should have to pay to see loved one since when did this become a practice anyway. With money s tight anyway. It's unethical.

    • Initial Complaint

      Date:05/23/2025

      Type:Delivery 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 would like to file a complaint against H3237373538**35373632H, a company based out of *****. Securus holds a contract with the state of Missouri to supply media tablets to inmates in ******** ***** of H3336323638**38333736Hions (Mo. DOC). The tablets has phone, mail and email, law library, both education and rehabilitation etc. etc. Securus also sells music and games. Securus original "user agreement" prior to 8/23/23 gave had a full refund if music/games were removed for any reason. Securus new "user agreement" has no refund. ********************** gave no warning that the prior agreement would be stopped, not did they make provision to not accept the new "user agreement," if you didn&#**;t accept the new "user agreement" you couldn&#**;t access your previously purchased music or games. Furthermore when I complained bout the new agreement to a Securus representative on 8/25/23. He removed the tablet leaving me no access to purchase items, I feel the canceling of the user agreement, and the removal of tablet, should entitle me to a full refund under the "user agreement" in effect when I made the purchases.Securus purchased ***** or the subsidiary that had the contract for ******. In the transition 15 to 20% of music was lost. Securus restored or reimbursed about 1.2 to most offenders, myself and most others let the rest go. In early 2023 Securus changed the application for their "media store," and in doing so lost 25 to 50% of music but oddly not games. Securus tried for months to restore lost music with little to no success. I feel Securus didn&#**;t want to refund 2 or more millions of songs and albums costing millions of ********** per Securus original "user agreement" I contacted their legal department 4 times in an attempt to resolve this dispute, Securus will not respond to my request as was outlined in their "user agreement."

    • 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.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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