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Business Profile

Government Contractors

Securus Technologies, LLC

This business is NOT BBB Accredited.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2023

      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.
      They run phone lines at a prison. In order to communicate with inmates you must have a prepaid account. According to them Im my phone number is invalid and cannot create an account. Tried to contact them multiple times to resolve issue and never got a response. Unable to communicate with a family member in jail because of this. Extremely poor customer ********************** and borderline discriminatory action by not providing services stated.

    • Initial Complaint

      Date:07/06/2023

      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 have a Grandson who is incarcerated at ***************************************** in *****, ** and the only way for him to call is by using Securus Technologies and every time I receive a statement from them I automatically pay the amount they say i owe. I have not received a statement for **** phone calls and I have tried to contact said company to see why I have not received a statement. All I get when I call is a computer generated voice and it tells me I have a credit balance of $52.23 but they have my phone restricted to where I can't receive calls from my Grandson. They also restrict calls shortly after the mail a statement. My problem is if I tru;y have a credit then why do they have him restricted from calling? Therefore I am not able to talk to a human being, just a computer. I have tried numerous time to sign up on the computer for the purpose of adding money or to pay my bill online to no affect am I able to set up an account. The system always tells me to call ************ and there again all I get is a computer generated voice message. I would like for someone in person to contact me to help me set up my account. I just really need to talk to a person and no a computer. I hac=ve treied several times today by calling different numbers for this company but to no avail have I been able to.

    • Initial Complaint

      Date:06/23/2023

      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.
      An account was opened using my email ************************** without my authorization or consent. The company has refused to remove my email address from the account. This is causing an issue because now my son is not able to talk to his father who is incarcerated. The agents and the supervisor is extremely rude & hangs up the phone which is very inappropriate. Ive been using my email with Jpay for *********** that **** has converted over to ***************************** saying I cant use my email because its tied to a different account which the account does not belong to me. On my Jpay account I have a lot of ************* told me if I couldnt verify the account then the email cannot be removed. Which is fraud for misusing a consumers email. The agent told me oh well & I have to make another account !! Which is absurd ! I told the agent I didnt care for accessing the account & just need my email removed because I never opened an account with them! The ************* was extremely rude & quick to hang up the phone in your face with no remorse.

    • Initial Complaint

      Date:06/22/2023

      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.
      On June 21, 2023, a family member tried to call me, and by the time I entered all the credit card info and the automated messages stopped there was no one on the line; I was charged $6.74 and did not get to exchange a single word. I tried using an account I created years ago that but received a message saying the account didn't exist. Then tried creating a new account only to receive a message saying that I had to call an 800 number. I called the 800 number but there was only a limited automated help system (that did not address my issue) and no option to speak with a person. I tried searching for other numbers to call to speak with a person but there were none in which speaking with a person was an option. A few hours later, my family member tried calling me again, and again I entered all the info, yet was unable to speak with him, and again I was charged $6.74. I called the facility to find that the only way I can speak with my brother is if I have a Securus account.Then I decided to try creating an account again with the same results as prior - I even tried resetting the old account and received a message saying there were technical difficulties. The chat system is woefully inadequate for any type of troubleshooting - tried that too.If I do not hear from someone tomorrow about a refund of $13.48 and some assistance with my issue, I will simply do a charge-back, and then put all my energy into lobbying the County to use a different vendor - it shouldn't be that difficult after I show them the BBB results and the information on other vendors that I found. In the meantime, there is no way for me to speak with my family member; this is truly insane.

    • Initial Complaint

      Date:06/22/2023

      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 loved one purchased over ***** songs and 18 games on their tablet which JPay provided services on. Those songs were purchased at various prices, anywhere from $1.88 and up for music and $6.99 per game and up. Some were purchased as individual songs, and others as part of an entire album. Since Securus Technologies has taken over as the provider of tablet services, all of the songs and games are gone from his tablet (from individual purchase and from albums). Several help tickets (#CCI-02805218 filed 5/22/23; #CCI-02692706 filed 3/4/23) have been filed with the provider, and the reply is consistently "we are working on it". It has been several months (more than 4). I believe it is time for Securus Tech to refund the monies paid to his ***************** Account for the songs and games they cannot seem to load back on his tablet. This is not a matter of the songs no longer being available for purchase on the new platform, the songs he is missing ARE available for purchase on the new platform, THUS, Securus has ability to reload the songs and have not, so they should issue a full refund onto his ***************** Account

    • Initial Complaint

      Date:06/21/2023

      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.
      My loved one has paid for media (songs, movies ) that is missing. We have paid for this and should be given back. Taking and taking from people who work hard to help our loved ones through a tough time is not ok.

    • Initial Complaint

      Date:06/21/2023

      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.
      My loved one purchased upwards of (# not available) but his tickets have been submitted so JPay knows) songs on the tablet which JPay provided services on. Those songs were purchased at various prices, anywhere from $ (do not know stats as $ were spent from money I provided). Some were purchased as individual songs, and others as part of an entire album of which any moved to the new table are unrecognizable as album covers were not transferred and many songs from albums are still missing. Since Securus Technologies has taken over as the provider of tablet services, over 70 or more of those songs (some from individual purchase and some from albums) are missing. This also applies to games purchased and not received. Several help tickets have been filed with the provider, and the reply is consistently "we are working on it" or they were dismissed without addressing. It has been several months (more than 6) and now I believe it is time for Securus tech to refund the monies paid for the songs and games they cannot seem to load back on the tablets. This is not a matter of the songs no longer being available for purchase on the new platform, the songs he is missing ARE available for purchase on the new platform, THUS, Securus has ability to reload the songs and have not, so they should issue a refund. Some actually say available for download but they do not download. For clarification, this is a service PAID for and provided to people incarcerated in ******* ***. The contract is available on the *** site any time you decide to look at it and is specific.

    • Initial Complaint

      Date:06/21/2023

      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.
      See attached.

    • Initial Complaint

      Date:06/15/2023

      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 Technologies agreed to make available to incarcerated individuals all previously purchased and received content, specifically music in this case, from JPAY, the previous vendor. Securus is required under the Service Level Agreement to provide me with the music content or just compensation for the loss of music content. I submitted Trouble Tickets on 4/19/2023 and 5/02/2023 to Securus, but received only general statements that Securus is aware of the issues and the development team is working on a solution. They then closed the Trouble Tickets on 4/24/2023 and on 5/18/2023 in response to my Trouble Tickets.Customer Trouble Tickets can be closed only when the customer has explicitly agreed the issue has been resolved or the customer was provided with a resolution and has not responded in 5 business days. Tickets cannot be closed before they are fully resolved. Neither was I provided with an opportunity to reply to their responses nor did I indicate in any way that the issue was resolved.At an average of $2.16 for each of the ***** songs I purchased, Securus must compensate me $4,536.00 and provide me with ***** song credits.

    • Initial Complaint

      Date:06/12/2023

      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 purchased stamps for me and my loved one to use to send emails, but because he can't use his tablet (and no one has responded to my many complaints) much of our correspondence has been short (because they're only allowed 15 at a kiosk), full of typographical errors (because the kiosk keyboards don't work properly) and with the main focus being how upset everyone is about Securus' lack of service. Everyone in my loved one's dorm (and in the facility as a whole) are sick and tired of not being able to use their tablets for ANYTHING for the last several months. #NotSecureWithSecurus

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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