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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

    • 526 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:11/09/2023

      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.
      Entered by BBB staff LO Consumer states when the money is at a zero balance no calls can come in. When she went into the app to add money she noticed the balance is in the negative and she is not understanding why. She is unable to add money because when she does it is taking away from her amount even though she is not receiving any calls. She states she contacted the business and they told her there is nothing they can do because there is a glitch in the system. She asked if they could credit her account once the system is working and they told her no.

    • Initial Complaint

      Date:11/09/2023

      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.
      2Payments made thru MoneyGram, in the amounts of $52.19 & $15 on 11/03/23 & only 1payment($15) posted on 11/04/23 to my Securus acct. I was told to pay the $52.19 to my acct to bring it to good standing and to add additional money($15) for phone time. Because my $52 payment failed to post I'm having to pay an additional $3 each call just to connect plus the call rate and taxes. I've called Securus daily and nothing has been done and no one has reached out to me regarding reimbursement for the extra $ spent due to their system error, as well as bringing my acct current. The Money Gram Reference #'s: ********, ********.

    • Initial Complaint

      Date:11/08/2023

      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.
      September 29th, 2023, Securus became the new phone service provider to the ******** Department of Corrections. Immediately apon their takeover, a multiple of ******** customers (including myself) discovered that we were not able to receive calls placed through securus. I first went to ******** to have the issue checked out and was assured that there is nothing on my phone that would prevent me from being able to get the calls. After that I called securus multiple times, having them troubleshoot my phone. Everytime, they would tell me there was nothing wrong with my line, and they did not have a reason for the calls not coming through. Finally, a customer ********************** agent agreed to escalate my account and have the technical support team look at it. I was finally able to receive calls for almost a month after that. Starting last week though I am back to no longer being able to receive calls. I contacted securus again. They informed me that the only way to fix the situation was for me to switch cell phone providers because people all across the nation who have ******** are not able to receive calls through Securus and they don't know how to fix it. This is absolutely unacceptable. I am locked into a contract with ******** and the fact that securus cannot get the calls to connect has nothing to do with ********. That is an issue on their end that they are refusing to investigate. Meanwhile, hundreds of inmates are not able to contact their loved ones due to this. That creates extreme emotional problems among families and inmates. Securus needs to be held accountable for this and fix their system. No one ever had this problem when GTL was the phone provider. This is the only way we have to speak to our loved ones and securus has prevented us from being able to do this. Please help us resolve this.

    • Initial Complaint

      Date:11/08/2023

      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.
      This company seriously needs to get their act together. I have been trying for a week to schedule a video call with my son who is in jail and finally got approval and I go to pay for the call and it declined my card. Then when I call, they say the system is down and they cant currently accept any credit or debit cards. They offered NO apology and no real time frame. I also received calls from my son and I cant even take his calls bc it is declining the card I have on file bc of this!!!! So no one can talk to their loved ones bc of this??? Absolutely unacceptable. A company like this should have systems in place to prevent/deal with something like this. You cant just not connect people with their family and loved ones. I will also be filing complaints with additional organizations. This is absolute BS. Get your act together.

    • Initial Complaint

      Date:11/06/2023

      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.
      Securus offers Call subscription and has offered it for several months and doesn't allow anyone to choose. This is false advertisement and it needs to be corrected. When I call in about any issue they laugh at me and hang up on me instead of transferring me to a manager or corporate office. It's a horrible experience to say the least.

    • Initial Complaint

      Date:10/16/2023

      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.
      I called on 10-14-23 around **** am to inquire about resetting a PIN for the telephone account I purchased and set up for my incarcerated loved one since that website would only tell me every time that it was having issues check back later. Since the wait over the telephone was so long I opted for a call back. The lady who called back was clearly agitated when she called before she even spoke with me. She rudely asked for my information and while I was trying to explain asked me if I was going to give her a chance to speak. I'm going through a very hard time with my loved one and her rudeness was uncalled for. I tried to remember the email but she extremely rudely snapped no you get one chance and I knew then she was going to be to ugly to help me and I hung up. These people working for a company who assists the incarcerated should understand this is a time we need a little compassion and to show kindness. I just want someone to bring it to her attention that her attitude should not be tolerated in that kind of work situation.

    • Initial Complaint

      Date:10/11/2023

      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.
      MY son and inmates around ** use this service to purchase music for their tablets in prison. They spend other peoples hard earned money to have something that will help them deal with the time they are serving. My son has spent hundreds of dollars. Recently they were all given what was suppose to be new tablets. The music and movies they bought were suppose to be transferred with the tablets. They were promised this for months and with a will have for sure date by Sept 5 2023. Now we are in Oct and still nothing. We would either like a refund for all the movies and music or like the transfers to be completed.

    • Initial Complaint

      Date:10/11/2023

      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.
      This company failed to provide the services of 2 video visits. The company is aware that they did not provide the service. I sent them an email in reference to the issue and they did not respond to either one of the emails. I requested my credit card retrieve my money because I had paid for services not received. Securus, sent me an email stating they suspended my account. I called their customer ********************** and they are adamant that although they know the visits that were paid for were not received that I did not have a right to go through my credit card company and suspended my account. They are insisting I pay for services never rendered. I was also connected with a manager who put the call on hold in the middle of the call and never returned

    • Initial Complaint

      Date:10/09/2023

      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 October 6th I received a collect call from my daughter who is currently in jail in Lake County *******. The automated ai asked if I wanted to set up phone service. I pressed yes. It said it would be $3.50 to set up and .21 a minute. After three minutes of just entering all my debit card info the call was terminated. I didn't get to talk to my daughter. She tried calling back and I had to repeat the process only for it to disconnect again. I tried calling SECURUS but there are no humans answering the phones. My bank account was charged $7.50 twice!!!!! These people are not available to talk to to figure this I'm supposed to get my refund. I'm disabled and on a fixed income so losing 15 for nothing is a big deal yo me.

    • Initial Complaint

      Date:10/09/2023

      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.
      This fraudulent company supposes to allow inmates to call their families. Securus instead takes the money abs when they call you can't answer their call from jail. Their customer ********************** department is literally nonexistent as we have been in hold for over an hour and a half THIS TIME and 4 different calls for over 2HOURS THEN THEY HANG UP ON YOU. We have paid this company well over $200 in the past and this is a recurring issue with this company. Check their ****** reviews, I'm not the only claiming this company is fraudulent. The ************* should look out for THEIR EMPLOYERS (TAXPAYERS) a whole lot better than they do. Securus also treats the families of inmates as criminals and suckers.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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