Complaints

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

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Securus Technologies, LLC has 5 locations, listed below.

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• 

  Securus Technologies, LLC

  4000 International Pkwy Carrollton, TX 75007-1951

• 

  Securus Technologies, LLC

  PO Box 650757 Dallas, TX 75265-0757

• 

  Securus Technologies, LLC

  PO Box 1109 Addison, TX 75001

• 

  Securus Digital Mail

  PO Box 25397 Tampa, FL 33622

• 

  Correctional Billing Services

  701 W 8th Ave Ste 300 Anchorage, AK 99501

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.

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 Technologies removed hundreds of songs from the JPay tablets provided to offenders in ******** prisons yesterday. A few hours after this was noticed it was discovered that some of the albums and songs that had been removed were being offered for sale at higher prices than the original purchase price. The offenders and/or families and loved ones have paid for the removed songs. If they are removing them then refunds should be given. If the music was paid for then it should remain available or there should be a refund. Not start offering them at higher prices and pay no attention to the fact that they were already purchased. This is theft.

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 an email account with Securus in order to send and receive messages from my incarcerated nephew. For almost a year, when I bought stamps from Securus, they charged me $20.00 for 4 phone calls with my nephew each month. I have no phone account with **********************. Those calls are through GlobalTelink and are free to my nephew and me. Master Card reimbursed me for some of those unauthorized charges. I then cancelled the credit card and got another. When I tried to change cards to purchase stamps, Securus would not accept it, though it is a **** card, one of the two they accept. I then tried to cancel the account altogether and start another. None of my attempts to do this or to reach anything resembling customer ********************** succeeded. I know you get many complaints about this company and I hope you can help or suggest something.

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Paid for stamps to message on tablet that me and my love one are unable to use. They pose to receive a tablet and never did.

• Initial Complaint

  Date:08/25/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 incarcerated in ************ Department of H3336323638**38333736Hions at the ************** Correctional Center. We have tablets and they started out to be with JPay but now they are through Securus Company. We can rent movies on these tablets and I did on July 15, 2023. The movie was titled "65" and it was $10.19. The movie never downloaded. I have tried to put in a complaint through the app on tablet but there has not been a response. They often go unanswered. I would like this company to credit me back 4 times the amount I have paid due to suffering and stress. I am not even interested in watching the movie anymore. Also, we don&#**;t know what address to write, they have so many. I would like to file a complaint against H3237373538**35373632H, P.O. Box ****, *******, ***** *****.

• Initial Complaint

  Date:08/22/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 was communicating mostly by mail with an inmate in ** for over 3 years. He would periodically call me and always paid for the calls from his end. I received a bill in the middle of the ***** pandemic for calls that both of us were charged for. I called the company. I asked to speak to a supervisor to be provided with the name of their regulating agency. In addition to the pandemic our area was also hit with a derecho so I was without electricity for a considerable amount of time. Because of the amount of the bill I have not pursued but am doing so because apparently this company was awarded the bid on a project to be the provider of services for the prison tablets. The prison systems are going to be discontinuing the use of mail service and the only communication available will be through their tablets. I have attempted to register for the program and I received a message that Securus has blocked me apparently due to this outstanding bill. I have attempted to contact them by phone and got into the worst voice mail system I have ever encountered. Again, it is not the amount but it is their utter disregard and lack of compassion for families and friends who are very vulnerable. Based on the amount of complaints reported here and the number of people who are reporting similar situations it appears that this company feels that they can do whatever they want and are apparently being rewarded for their actions. We need to be the voice for the voiceless. We have to look beyond the persons crime and realize that they have people who care about them and that they care about.

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 emailing about an issue on the new text connect application. If the inmate blocks someone on the app, the button to unblock doesn't work. He states when he selects it, the button doesn't do anything and he even spoke to a ** for help and they said its something on Secures end and the **3 won't be in until Monday/Tuesday possibly.I tried to tell a customer ********************** representative this information and she told me we will have to solve it ourselves and told me no one else is experiencing this issue. I told her there is a ************** in ******* who lists their issues and many people are having this same issue. The agent kept cutting me off when I was talking. I asked for a Manager and she hung up on me right now.In the **************, people are suggesting to make a new securus account, since no one is able to let your management team know about this issue to correct it. I'm simply contacting since we pay to use this service and we are unable to utilize it now. It has taken 4 days to speak to someone and she just hangs up on me. He is going to speak to his **3 to see if they can help him with his request today.I know you can't unblock someone, but can someone look into this issue with the unblock button on the text connect app. It baffles me that I have to write on the bbb website to get an issue looked at, due to your customer ********************** team being so awful and unprofessional. Please do better. I almost complained to the attorney general office, because there is no way to get assistance with an app we both pay for.

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 required that I sign up and deposit money to use their service with a clearly stated refund policy. They intentionally disallowed me an avenue to access my refund. I have been on hold for hours, multiple times. Their website is never working. These are the only two options I can utilize to get a refund.

• Initial Complaint

  Date:08/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 use this company's services to exchange emails with my incarcerated pen pals. Their fees are extortionate: $0.44 to send one email and an additional $0.44 for each attachment. However, my complaint is that they routinely and arbitrarily "censor" emails, which means that they cancel the entire message, provide no refunds, and offer no explanation as to why the message was censored. They also provide no guidance as to what is and is not acceptable, so basically they can, at their own discretion and with no accountability, simply refuse to send the message that was paid for, keep the money that was paid, leaving people like me to blindly try again and hope I've correctly identified and removed the offending material. I recently send a message that included two photos and an extra "stamp" for my pen pal to use. The message got censored, costing me ~$2, and they didn't even pass on the stamp to my inmate despite the fact that it was clearly unrelated to whatever led to the censoring. This is theft from an incompetent, corrupt company that only survives because it has a monopoly. I want a clear statement of what is and is not acceptable communication so I have a chance of avoiding violations, I want specific explanations of violations to demonstrate that they're not just blocking messages to drive profits by forcing people to resend messages, and I want the portions of a censored message that were not in violation to be promptly refunded. As it is, this is not a service; it's a scam.

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 send my ***** pictures thru this service and I pay to do this by buying their stamps , lately Securus has been rejecting my photos for ****** when there is no ****** and they keep my stamps , I have sent numerous photos with the same content that he did receive however the last 2 photos were illegally rejected for ****** that does not exist, the last photo they rejected was taken on a public beach, I want my photos delivered or I want my stamps returned, this company is scamming its customers

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 complaint is with customer ********************** and technical issues. My son was released on 4/26/23 and returned on 7/22/23. Securus has him blocked in my account and it says he's not at the facility. He is able to message me, but there's no way for me to write. It doesn't allow me to delete or re-add him. So I reached out to tech support and customer *************************'s across 3 days. No response. I called 7x's and you get caught in an automated loop. I finally got a live person 4 days later who made excuses for everything and said there's nothing they can do. They did take my money went I sent it to my son though. I have no way of knowing if he received it. I'm the only family my son has. We lost his sister recently and he is vulnerable, isolated, and alone. Yet this company does nothing to assist families. They just take your money. I need a resolution for this so I can be in touch with my son without having to jump through all these hoops. It's horrid behavior on their part. Contact with family is critical for the incarcerated, especially after suffering a tragic loss. I can't believe how this company is behaving. I'm devastated.