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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.

    Sort by

    Complaint status

    Complaint type

    • 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.
      My husband purchased over ***** songs on the tablet which JPay provided services on that I, his wife, funded. Those songs were purchased at, roughly $1.99 and up. Some were purchased as individual songs, others of an whole album at roughly $15.35 and up. Since Securus Technologies has taken over as the provider of tablet services, over ******* of those songs are missing. My husband has filled several help tickets, and there reply is "we're working hard to fix this problem". It has been numerous months (more than 6) and it is time for Securus tech to refund the money paid for the songs that has not been loaded back on my husband's tablet. This is not a matter of the songs no longer being available for purchase, Securus has the ability to reload the songs and have not, so they should issue a refund for all missing songs.For clarification, this is a service PAID for and provided to people incarcerated in ******* DOC. See contract when you click here ************************************************************************************************************************************************************************************************************************************

    • Initial Complaint

      Date:06/01/2023

      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.
      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 purchases 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 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 to 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 the 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:05/31/2023

      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 980 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, all of those songs (some which were individually purchased 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 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:05/30/2023

      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.
      My loved one purchased upwards of 600 songs and games on the tablet which JPay provided services on. Those were purchased at various prices, anywhere from $1.88 and up. Some songs 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 600 of those songs/games (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/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/games 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:05/30/2023

      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.
      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.

    • Initial Complaint

      Date:05/30/2023

      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 purchased upwards of $200 of songs on his JPay tablet. 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 100 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:05/30/2023

      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, *********************************** y42355 has purchased thousands of songs and media contact on his tablet which JPAY provided services on. Since Securus has taken over as the provider, $450 worth of *************** are missing. My husband has placed 2 trouble tickets with the company which have not been resolved, the most recent ticket was closed the same day it was open. Trouble Ticket #CCI-02683751 opened on 3-1-23 closed on 5-4-23 Trouble Ticket #CCI-02792425 opened on 5-5-23 closed on 5-5-23 This is not a matter of the songs/albums and games no longer being available because they are all still available to be purchased on the new platform. Thus, Securus has the ability to reload the songs and have not, so they need to issue a refund. For clarification, this is service PAID for and provided to people who are incarcerated in ******* DOC.

    • Initial Complaint

      Date:05/30/2023

      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.

    • Initial Complaint

      Date:05/30/2023

      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 purchased many songs/apps of his tablet which **** has provided services on. Since SECURUS TECHNOLOGIES has taken over as a provider...many of these are missing. Help tickets have been filed to no avail. It is now time for SECURUS TECHNOLOGIES to be accountable and restore or refund the monies paid.For clarification, this is a service PAID for and provided to our incarcerated Loved Ones in the ******* DOC.

    • Initial Complaint

      Date:05/30/2023

      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 many 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, several 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.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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