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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

    • 527 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:08/09/2023

      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.
      Securus provides tablets to inmates at Department of Corrections facilities in ********. Families put money on the tablets and you can purchase music, movies and games. When you discharge and leave prison, Securus is supposed to provide a method to obtain the previously purchased *************** on a USB flash drive. This was mentioned at the facility when the tablets were distributed by Securus employees. I have left prison, 3 weeks ago, I have called and sent e-mails through their webforms and received no response. There is no mention of how to accomplish this on their website and I feel like this is a scam. They have no problem taking your family's money to purchase items and allow them to get their fees, but when you want something from them, they want to vanish and ignore your requests. I would like for Securus to contact me to get so I can give them the required information to get the *************** that were purchased sent to me.Thank you for your assistance with this matter.

    • Initial Complaint

      Date:08/08/2023

      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 May 16th of 2022, I took a **5(tablet) to the *** Store to get shipped to the ************. I paid them approximately ***** dollars to get the tablet safely shipped. The *** Store said that they mailed the tablet on the 23rd of may of 2022 because of the holiday. They also said it shouldn't take no more than 5 business days to get to the ************. I patiently waited that week and I called the ************ and they said it didn't arrive. I called the ************ a week after that date and called between the 30th of May and June 3rd of 2022. When I called and asked them how long it will take, they said it will take up to 45 business days for them to send the ** Tablet back to the *** store. I waited patiently for 61 business days which was August 12th, 2022. I called either that day or the day after and they said to wait 45 business days again and to write a letter to them. I did that and didn't any type of notification. I went to the *** store several times after June, and explained the situation and all they did was defer me to call *** tracking(corporate) and to contact securas technology. When I contacted securas technology(3rd party extension of ************) they had a seperate tracking number that didn't match the *** tracking number. It turned out to not get me anywhere. Now it have been a year and 5 months later and I haven't received any notifications. Between both businesses the matter isn't being handled properly. The tablet cost $50 and had at the least $200 dollars worth of music on it. All I am asking for is a refund.

    • Initial Complaint

      Date:08/07/2023

      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 been trying to contact them about a payment and no one is responding to me. I just stay on hold and hear and song and a message.

    • Initial Complaint

      Date:07/31/2023

      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 use Securus technologies as the only source to speak to an incarcerated loved one. We are required to put money into an account in order to recieve calls from the incarcerated loved one. Once the funds are extinguished, the loved cannot call again until the funds have been replenished. I have recieved a bill from Swcirus Techologies for 2 and 64 cents. 48 cents being the original charge, in which the bill says is for a collect call that I'm not even aware of. And then 2 dollars for a bill processing fee along with 17 cents tax. I have tried to pay my bill online as the paper says is an option or even by phone but there is no link to pay online and when calling the phone numbers given, there is no pay option and no option to speak with a person to resolve an issue. My account has been blocked because the bill hasn't been paid, and I can no longer recieve calls from my loved one. All without any true explanation or help to resolve. This business, Securus Technologies is not expecting my money and taking away my rights without any help. I recieved a few phone calls from the business but did not know who was calling until I listened to the voicemail because the first call was from an unknown number and then from a number that I did not recognize. But when trying to return the call or call in regards to the paper bill, I cannot speak to anyone.

      Customer Answer

      Date: 07/27/2023

      I apologize. When I searched for the BBB online I was not aware that I reached a particular section. As far as I understand about the business I have a complaint against is that they are located in ******. I'm not sure who reach out to from here. 

    • Initial Complaint

      Date:07/27/2023

      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 husband is currently incarcerated at the ************************* in ********, **. Having to use Securus Technologies to be able to speak to him isn't my choice it's the only option given to families. Since my husband received his tablet in March it had been one issue after another. I haven't had one entire phone call that was a completely clear conversation, ever. You spend half the call saying huh and what? For a month his tablet couldn't make calls. All this time he filed to have it fixed and was ignored. I called the unit and would be told they had nothing to do with it and then I'd call Securus and be told they have nothing to do with fixing the tablets he needs to have his voice biometrics redone and he needs to file a request at the unit. All of this while explaining multiple times he'd had his voice biometrics redone and it wasn't resolving the issue. Finally, the tablet stopped working completely and even though my husband filed multiple requests again it wasn't until i called the unit and demanded resolution did he finally get a new tablet. Now we're going on a week of dropped calls lasting 1-5 minutes while I'm being charged for the calls! Call the unit and they say to call securus. I call securus they say the unit has to report the issue. Why? Why can't the employees answering securus customer ********************** calls report the issue? I have been talked down to and even hung up on by securus employees. And all the money that I'm being charged for dropped calls! And everyone is experiencing the same issues on the unit. Its a joke to try to get resolution for being reimbursed. I'm told to fill out a dropped call form that's honestly ridiculous to fill out. How about just reimbursing the dropped calls. It should be illegal to have a monopoly on the phone provider for these prisons. If you are charging people for a product why is it asking so much for it to work properly? I'm including 5 pages worth of dropped calls! That's conveniently all I could pull up.

    • Initial Complaint

      Date:07/26/2023

      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.
      Calls are continuously dropped I can accept a call It will immediately drop or I could be on the call and there will be silence on there for a couple minutes before it actually hangs up and I am being charged for this this happens two or three times a day securus claims is the facilities problem and the facility says it's a securus problem. I would like an adjustment to my account for the time that it sits on silent before the call disconnects and for what it charged me to connect and then disconnects immediately All these calls are on record as per a securus customer ********************** rep. *** they could see the drop calls. It would be nice if they would fix the problem instead of it just passing it on to someone else or ignoring their customers it's been hundreds and hundreds of dollars a month

    • Initial Complaint

      Date:07/25/2023

      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.
      They have had phone connections issues every since they brought in tablets and the reception is so bad to where we think we still talking to each other and the phone has cut other persons voice out and minutes is still rolling and money is still being taking from my husband side and my side and they have not done anything about after inmates and family has complained. Please help us they won't do anything about it

    • Initial Complaint

      Date:07/19/2023

      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.
      in 2020 i had a friend incarcerated locally and i opened a phone account to communicate. once my friend was out and the account was empty of funds, i closed it. in the past two days i have received calls from this service from two states (** and **) where i dont know anyone. this is pretty clearly a scam being facilitated by the service they provide as my number was obviously provided to someone unknown to me.

    • Initial Complaint

      Date:07/14/2023

      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 have a friend who is incarcerated. He has to use Securus to call out and I have to pay. There is an option to pay by card while on the line but the card inputs are not recorded and the call eventually drops. During the call it also says you can set up an online account. I've set up 3 and I have proofs for all of them. All of which I funded and still when he calls it says I have no account and it just keeps happening. I can't get my friend out of jail without speaking to him and this Securus has no customer support and I can't afford to continue spending money on accounts that don't work anyway. Please help.

    • Initial Complaint

      Date:07/11/2023

      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.
      Securus will not refund me for 116 albums by artist sant-y1. The contract Securus has with Department of Corrections says Securus will refund songs that are not working and no longer available with the appropriate credits. Securus also said in 2 different Media Store messages stating Securus will refund old songs that are not working with the appropriate credits. They will not honor this and follow the contract. I want a full refund for all of these songs from artist sant-y1. Securus have told me in the past 10 support tickets that Securus will report this issue to the development team for resolution. Securus has said this since March 2023 and nothing has happened. I want my full refund of $200 because this is considered theft.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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