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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:05/26/2023

      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. 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". DO THE RIGHT THING.... D COMPANY

    • Initial Complaint

      Date:05/26/2023

      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 that is located in Holmes county correctional institution by the name of *********************** Q16806 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:05/26/2023

      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:05/26/2023

      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 incarated at ********** Correctional Institution, his tablet was taken away from him over two years ago. He has put in numerous tickets for his tablet to be returned to him and nothing has been done about it. When I his wife contacted Securus I was told to get with the Institution, and then I was bounced between the two. My husband whose name is *************************** DC#I09834 has well over 400 paid songs on his old tablet. There seems to be no urgency in getting his tablet back or even refunded him the monies that he paid to have media on his tablet.

    • Initial Complaint

      Date:05/26/2023

      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 250+ songs (priced at $1.88 and up) but since Securus Tech took over they are missing. He also purchased a number of games that are missing despite promises "ALL media & content will be available".The introductory email reads: "All the media and content you purchased and downloaded to your JP5 will be available for download at the Kiosk or OVER WI-FI to your new JP6S device." . Several help tickets have been filed with the provider (Securus) which were either closed without resolution or he is told "we are working on it". It has been more than 6 months and it is time for Securus to refund the money for products they are unable to reload to the tablets. 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. For clarification, this is a service PAID for and provided to people incarcerated in ******* DOC. See contract at ************************************************************************************************************************************************************************************************************************************

    • Initial Complaint

      Date:05/26/2023

      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 incarcerated son purchased music through JPay in his tablet. Securus took over 6 months ago and he is missing over 300 songs that he paid for. I have complained and usually get the answer we are working on it. Six months is long enough for Securus to refund the money or put the songs back in the tablet. The songs are on the tablets so it is possible to do.

    • Initial Complaint

      Date:05/26/2023

      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 who is incarcerated purchased a tablet from this company and has paid to send and receive mail that has been frozen since December 2022. Stamp purchases have been used, but emails arent being received by either party. I have made calls to Securus and they blame the facility who has no knowledge on how to correct the problem. I would like a complete refund to my loved ones account and also the equipment replaced. Some of his personal writings should have been kept during transfer to new tablet and seems to be misplaced or disappeared.

    • Initial Complaint

      Date:05/26/2023

      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 has purchased upwards of **** songs from securus technologies tonite on the tablets and since securus technologies took over the contract he has approximately **** songs which he paid between **** and **** for, some were individual songs and some were full albums, that securus has failed to download onto his tablet. After filing numerous trouble tickets in the past 6 months and being told "were working on it" it is time that securus be made to take accountability for their non-actions and refund the money for the songs. These songs are songs that can be purchased and downloaded now so there is no reason the songs cannot be downloaded onto the tablets of the accounts that had already purchased them. It has been going on for too long now and a full refund must be demanded from securus technologies. These songs were a services paid for and not provided. We are talking about tablets and music belonging to incarcerated individuals.

    • Initial Complaint

      Date:05/26/2023

      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 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 15 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.

      Customer Answer

      Date: 06/26/2023

      Thank you for reaching out to this business, they did return the missing music shortly after the complaint was filed with BBB so we credit the BBB with that response, not just for my case, but for many other incarcerated persons who were in this situation and who do not have a voice except through us, their families. Many thanks again for bringing g results in this matter.

    • Initial Complaint

      Date:05/26/2023

      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 on the tablet which JPay provided services on. Those songs were purchased at various prices, anywhere from $1.88 and up. The majority were purchased as individual songs, and other songs were part of an entire album. Since Securus Technologies took over as the new provider of tablet services, my loved one ***** songs taken/removed with the switch-over to the new tablets. No album was returned to him complete. One "fix" from the company did gain him a few additional songs, but he is still missing ***** songs. Well over $2,000.00 worth of music.He also had numerous games removed and replaced with inferior, children's games. Some games that were removed from his tablet and not replaced ARE available for purchase again, but were not switched over with change to Securus. Several help tickets have been filed with the provider, and I have personally emailed several Securus representatives numerous times, and the reply is consistently "we are working on it". It has been more than 6 months and I believe it is time for Securus tech to refund the monies paid IN GOOD FAITH 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, some 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 the contract here: *************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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