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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2023

      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.
      I had a account with ****************** technology the last time I used it was 2021 when I spent $10 I had used it prior but I havent used it since June 6, 2023 I was charged $253 on my credit card, it doesnt show up in my securus account. My account was closed, I do not know anybody in prison anymore. I have not made any calls to prison accepted any calls from prison since 2021 They will not tell me why I was charged my bank would not give me a charge back due to securest technologies, saying I have an account I have screenshots of my account showing it has not been used showing. *** never had a debit account with them or any other account with them. They are giving no information as to who the money was given to. They wont give me a receipt they basically wont tell me anything, its always 15 days theres a ticket in I have received a copy of a letter from *** securest technologies try to say I have two accounts I dont and that my bank said the charges were legitimate so they must be but my bank went on securities words that I had an account the bank explained I had an account and securest said it was a-legitimate charge , they are either not doing their job investigating this charge or they are part of a scam. I dont know what else to do so I am going to file reports and hope somebody can get to the bottom of this if there is a new question from them I would love to give an answer, but I cant answer what I dont know they said in the letter that I can provide that the *** emailed me that I am continuously funding an inmate in a ***** prison. I do not know anybody in prison now an never *****.they asked for police report,asked for inquiry form,asked for second inquiry form i did it, only to be told you filed out wrong form ,so no real answers ever given until now and that letter to fcc is a lie by their own admission you can only give a inmate $50 at a time how did they change me $253 in one transaction,their operators said my charges were fraudulent

    • Initial Complaint

      Date:10/02/2023

      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.
      I am now unable to purchase electronic stamps on their website for my eMessaging account. I email about 10 people in prison, so of course now I have no way of responding to any of them. An error message appears as I attempt to purchase the stamps, advising me to call a phone number, which I do. The number is merely an automated message system with no operator whatsoever, and it gives me the same options as the online system does, so I am unable to buy stamps by any means. I have emailed the company and gotten absolutely no response.

    • Initial Complaint

      Date:10/02/2023

      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.
      Put a total of ***** in securus.net app to pay for calls from incarcerated person in hall county jail in *******. The company took a total of ***** dollars from three separate payments and never added it to the account I had set up. I have sent more than one email but the email address they have is hard to find and only receives emails. I can't send screenshots of proof and I can't get anything more than a computer to tell me how to set up account that I already have. Then they immediately ask for credit or debit card info to pre pay and I have already paid. I cannot even connect for a one time call. As soon as I enter my card number it says I didn't enter it or it hangs up on me. ***** dollars needs to be added to my account so I can talk to me husband

    • Initial Complaint

      Date:09/29/2023

      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.
      After 3 months, I have been trying to get a refund for an overpayment to my account to ******************. They sent one check. I had to wait almost a full month,instead of the 5 to 7 bussiness days which is stated in thier policy. The check bounced. When I called seccurus about it, I was told they needed to investagate the matther, and had to go to another departme called the back office, which no one was allowed to speak to. Also, it could take up to another 30 days for their investigation to be complete. Africa in several phones and still not getting any new information. They finally told me they reassured another check. Well, be on 30 days. I went to drive to Deposit the Check and Again. It bounced so now we're back at the beginning. And they are writing illegal checks North compliant with any type of communication. Oh keeping me in the loop. They are doing things without my consent or approval. Or that I have asked them to do.As well as not to do. So now I am on check number 3 to see if this one will clear or bounce once again..

    • Initial Complaint

      Date:09/28/2023

      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 have loaded money with Text Connect but it will not work. It says I have no messages remaining but at the top of the page it says I have 489 remaining. No one answers the phone. I call and call and get disconnected or have to keep pushing buttons to get on hold. Once on hold I am disconnected. I just want someone to answer the phone so I can speak about this.

    • Initial Complaint

      Date:09/21/2023

      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 September 8, 2023 I funded my son's debit account on the ******************** website using my debit card. I funded $35 and after a fee, I paid a total of $38. My card was charged twice for a total of $76. As there is not a prompt when calling customer support to actually speak to someone in customer **********************, I could only email them. I have sent 4 emails without any response what so ever. This is a simple issue that could be resolved quickly if customer support would just respond

    • Initial Complaint

      Date:09/20/2023

      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 have a Securus Technologies account and send my incarcerated son money to send me email. I have received notifications that I have email, but there is no email in my inbox in the Securus EMESSAGING part of its app. I've been using Securus EMESSAGING for more than a year. Securus charges my son for every email he sends, and then I don't receive them and have received nothing telling me they were rejected (it's just a list of books, so can't imagine why they'd reject it). This so-called "business" also does not have a way to actually talk to a live person and their on-line chat assistant is completely and utterly useless. They have been sued countless times and still they do everything they can to rip people off. How can they operate with a D- rating, get sued over and over and still be permitted to conduct business? It's sickening.

    • Initial Complaint

      Date:09/11/2023

      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 card was charged multiple amounts to an inmates connect account. I've been waiting over 5 business days for only one of them that was a mistake to be refunded. I'm not filing a dispute with my bank because I don't want my card blocked like I was warned by an representative of securus so that I can't send money to my loved one incarcerated. I spoke to manager ***** who hung up on me and my mom. She called me on three way because they needed her to let me verify our identity. She's elderly and had a stroke and barely knows how to work her phone. Manager ***** and his subordinate ********* were very disrespectful and hangup on customers. ********* told me her manager upfront wouldn't address my ussue. She kept saying to my mom that mom was yelling at her but that's absolutely not the case. If calls are recorded then I'm sure you will agree. Abusing one's power over others who are just going through procedures is unacceptable. If they cannot be pleasant then why are they hired.

    • Initial Complaint

      Date:09/07/2023

      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.
      September 2 2023 I purchased stamps through MoneyGram to fund e-messaging to email my loved one. I've been using MoneyGram a few times now for my phone calls and I had to call and get the email messaging account number to ensure that I was funding the ********************** account. At that time they never told me that because there was a chargeback previously in the Securus app because I had fraud on my account that I would no longer be able to utilize the messaging. Today I called to find out why my funds had not been put into the system so that I could send a message to my loved one and that is when they told me. We will create a refund for you through MoneyGram and you can pick it up at a location, I said I don't want to go to a location I made the payment through a credit card why can I not receive it back to my credit card. They said we don't know how money gram works. U asked is there anything you're doing to work on being able to use the messaging system? Unfortunately due to fraud on my credit card my bank stopped the payment that I had sent to securus, it which is why I'm using MoneyGram now this definitely feels like super fraud every time I turn around it's something different.

    • Initial Complaint

      Date:09/01/2023

      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.
      This company took my money and refuse to return.See receipt of transaction for $150 The money was never placed on my son's books.Frost bank was told the funds were received and was being processed. That was not true, just a statement to avoid and get around returning the money.They then wanted a copy of my bank statement in order to return my funds? Why? More Scams?I have since closed my Securus account, because of this is clearly a scam. I will used postal before I allow them to scam me again. The phones are set up to redirect callers or force you to set up a new account. I just want my Money back. At this point they do not need to give it to my son, I have reverted back to Money orders. In addition, this is not the first time they have attempt to scam me out of money. I used my Frost account because in January I sent $150 and this Transaction was taken twice. My credit union caught it and stopped it. I realize they have monopolized the prison phone system, however, someone need to be monitoring them closely. This company is running scams on people who are just trying to look out for the love ones that are tied up in the system.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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