We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Securus Technologies, LLC has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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: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.
      Video call purchase network issues still charging me today

    • Initial Complaint

      Date:06/08/2023

      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 tried to have a video visit. I joined the session about 20 minutes prior to the scheduled visit. I tested my computer before ***************** was in order. When my visit was to start a pop up came up & said to download new software. I did, then I sat and waited for my visit to begin. It kept saying the other party didnt *********** the other party got the same message stating that I hadnt joined. I have reached out to ***************************** and havent received a reply.

    • Initial Complaint

      Date:06/08/2023

      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.
      In my loved ones words: 3/20/23 was the date that Tomoka Correctional Institution distributed the new tablets. There was NEVER any Memo Posted or Announcement made concerning the games we previously purchased that would not be compatible with the new platform. I Did not learn about the two options being given regarding the 1) Replacement Games or 2) Refund Credits Until I actually got my tablet and saw the notice in the viewer app. There was no way of knowing what games would or wouldn't be compatible on the new platform until I actually got to see the notice when I received my new device. As soon as I learned about Options 1 and 2 I began writing trouble tickets immediately. 3/20/23 CCI-********, 3/31/23 CCI-********, 4/12/23 CCI-********, 4/25/23 CCI-********, 5/19/23 CCI-********, and 5/28/23 CCI-******** are the trouble ticket Reference Numbers.I want a media account credit for the total of $***** to cover the cost of the 7 games I previously purchased that have been taken from me.Pool Pro **** / Ms *** Man **** / Galaxy Shooter **** / Chess **** / 4 in 1 Solitare ***** / Jydge **** / Dream Cage 26 ****/ Total ***** /In all of my efforts at getting refunded, I am being told that I cannot receive a refund due to the fact I didn't respond, within 30 days, to an Announcement that was given on 12/9/22. There was never any announcement given at my institution nor was a Memo ever posted. I had no way of knowing about the situation until I received my new device and saw the notice on the viewer app. I started the trouble ticket process as soon as I became aware. Yet they are refusing to ***** me a refund for my games.

    • Initial Complaint

      Date:06/07/2023

      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 reached out to JPAY several times in regards to an album purchased: **** ***** Championship Album. It was removed from my music library and I have been given the run around for the last four months from JPAY the child company of Securus Technologies. I have asked for the album to be returned to my digital library or to be refunded for the purchase cost. To date, I have not received resolution in this matter. I would like my album back but if that is not possible, I would like to be refunded the purchase price so that I can purchase something else.

    • Initial Complaint

      Date:06/07/2023

      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.
      Per protocol, Securus Technologies is supposed to refund inmates their phone account funds through a release card once an inmate is released. Securus did not refund my brother, *********************************** TDCJ #********, his money. When he attempted to address this issue, he was told they returned the funds to a woman named ****** *************). ****** is not married to ********, and these fund should be reversed from her account and be provided to ********. I attempted to address this issue with ****** and she was very rude and refused to transfer me to her supervisor. When asked to be transferred to her supervisor, she said "I don't have a supervisor". ****** also refused to provide her last name and her employee number four times. This called occurred with me, *************************** ************ at 11:11am.

    • Initial Complaint

      Date:06/05/2023

      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 is charging me the price they would charge for a full 15 minute phone call and the phone call was only for one second I am furious and feel that I'm being ripped off and there is no one to call to ask why.

    • Initial Complaint

      Date:06/05/2023

      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 ***** songs on the tablet which JPay provided services on. Those songs were purchased at various prices, anywhere from $1.88 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, over ***** of those songs (some from individual purchase and some from albums) are missing. Several help tickets have been filed with the provider, and the reply is consistently "we are working on it". 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 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. For clarification, this is a service PAID for and provided to people incarcerated in ******* DOC. See contract when you click here **************************************************************************************************************************************************************************

    • Initial Complaint

      Date:06/02/2023

      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.
      My loved one purchased upwards of 600 songs on the tablet which JPay provided services on. Those songs were purchased at various prices, anywhere from $1.88 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, over 50 of those songs (some from individual purchase and some from albums) are missing. Several help tickets have been filed with the provider, and the reply is consistently "we are working on it". 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 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. For clarification, this is a service PAID for and provided to people incarcerated in ******* DOC

    • Initial Complaint

      Date:06/01/2023

      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 friend that's incarcerated at the ***************** in ********** *****. The inmates are issued tablets which come with some free things and other things which can be purchased. In the Securus price page it shows 3 tiers for movie subscriptions that are available for one month at a time I believe. However they are and have been charging $8.99 PER movie which is the top tier price for a month subscription. Numerous attempts to get them to address the issue have failed and as the inmates funds are deposited by family and friends I feel Securus is using false advertisement for one and 2 this presents unfairly to the friends and family providing funds for the inmate.

    • Initial Complaint

      Date:06/01/2023

      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.
      No number to call except automated AI. Emails sent regarding refund and account status have gone unanswered. Two back to back calls collect charged but immediately disconnect. Inmate funds have no status on delivery. Extremely predatory practices as there is no competition. Unfair under US Law.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.