We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Securus Technologies, LLC has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 526 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:12/20/2023

      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 had a chargeback , on my account I paid the amount ****** so that I could have my account open up , I was told it was high priority but come to find out it was not , I just want to be able to do a busy with my man because I had a liver transplant and its Christmas if they could help me please I ask to speak to someone in the back office , but told I cant , they have not been rude at all but I just need help no bad review

    • Initial Complaint

      Date:12/13/2023

      Type:Product 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 several attempts to resolve my refund matter and to speak to a live person has failed I was told by the operator that my refund had to be refunded back to the closed account and that i should go to the bank and tell them I need a refund sent to them This was my final attempt to resolve this matter respectfully now it has increased and misconduct has become the order of the day because there is no one overseeing the fraud that is going on with the price and service gouging upon using the system they ask you to make a onetime payment for the call there is a **** service charge per call and then it is 21 cents per minute in my case my calls are less then 10 mins and im being charged ***** ****** per call while they continue to say it just a hold in case you go over they already securing money that has nothing to do with the actual call then they ask you to set up an account which is ***** min for fees and taxes and other invisible services at this point I am seeking Justice this is an pure act of Business Misconducts and false, fraudulent and misleading people, this system was supposed to be set up to connect loved ones who are in the prisons across this Land the ads look good but most are pure scams I am seeking Justice on all levels for myself and those who have been victims of this cruel operation

    • Initial Complaint

      Date:12/13/2023

      Type:Customer Service 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.
      11/18/2023 I bought 250 text messages through Securus. On 12/1/2023 the messages were randomly blocked. The prisons state they have nothing to do with the block and Securus controls the block. Securus states they have nothing to do with the block nor will they refund me. I paid for a service I can't use. Either I want the text to be unblocked or my money refunded. There was no reason it should have ever been blocked nothing wrong was done.

    • Initial Complaint

      Date:12/10/2023

      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 want my ADVANCE CONNECT account opened. It says closed by owner, but I didnt close it. Ive emailed about this several times, and no one responds. Its c*** that you dont have a phone number to call. Youre ripping people off. Ive paid money for this account, and you closed it with my money still in there. You wont respond to my emails.

    • Initial Complaint

      Date:11/25/2023

      Type:Product 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.
      Ive been with Securus for close to 2 years now, I make several transactions a month, from stamps to minutes for the phone on both my advance connect acct to the inmate debit side. Ive got a few different contacts with whom I receive messages and calls from. Here lately its been nothing but problems with the companys side. From not receiving phone calls, to the phones on their side not working or recognizing the voice biometrics constantly to not receiving the messages or pictures for days to weeks even months at a time its ridiculous the amount of money myself and others pay this company and in return we get c*** service and treated rudely when we call and speak with a representative.

    • Initial Complaint

      Date:11/24/2023

      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.
      We pay to be on the phone with our loved ones but the calls are never clear. We customers pay a lot of money so we should get the service we are paying for.

    • Initial Complaint

      Date:11/24/2023

      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.
      Spend so much money on the phones but they are always messing up or theres always an issue

    • Initial Complaint

      Date:11/14/2023

      Type:Sales and Advertising 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.
      During the month of October I used your phone connect service to make call to inmate in ****** holding facility . The 1st call I was told would not be charged but required card on file. come to find out I was charged . 2nd issue every time you make or receive phone call you are told youre receiving a call from "insert county jail" and the call will be billed even if it 1st call/free . Very bad business practice . would like refund and for the automated message from inmates to be corrected

    • Initial Complaint

      Date:11/12/2023

      Type:Product 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.
      They took $10.50 from my account and I didnt give permission to do so.. so when I called to get my refund back the lady was very rude to me and told me pretty much they wasn't giving my refund back and this isnt the only time they did this..

      Customer Answer

      Date: 11/15/2023

      Here is another transaction they took from me too I've been trying to get my money back and they have been nothing but rude to me 

    • Initial Complaint

      Date:11/09/2023

      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 used my debit card to add money to the eMessage account to speak with my incarcerated loved one and the system stated it could not take my payment because of an error with my address. I tried a different card and he stated the same thing. I looked at my accounts and noticed this company charged my account each time. When I called to speak with the company about the charges on my account, they stated that there was nothing they could do but send the request to their back office, which would take 15 days or more before I could get my money back into my accounts. Neither did they move the funds to the eMassaging account to allow me the ability to email my family. This company is ripping people off and the ***************** is allowing it! After seeing all of these complaints, why is this company still allowed to take hard-earned money from the citizens of ********? I will be making a complaint with the Attorney general's office in ******** about this company. They should not be allowed to take money from people like this. I have no confidence that I will receive a refund. I refused to add my credit card to this system again as the manager advised me to do to get credit on the account to email my son. Why would I add my credit card again, after knowing they are taking money from people?

    Securus Technologies, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.