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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: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. See contract ***************************************************************************************************************************************************************************************************************

    • 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.
      Securus is charging tax on the purchase of stamps (which, according to ******* ********* , they are not permitted to do). Also, they are charging taxes on movie rentals (even though the tax is built into the price of the movie. (In other words, they are charging double tax).

    • 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 on is in the ** DOC and we have spent money on buying a new tablet and it was taken away and we want it sent to the family as I am the one that paid for it. I have also paid for movies, games and data that has not been put on the new tablet. The first tablet he got was non-functional and then would not hold a charge. There are all of these delays with regard to having the tablet and then you don't even provide the data and some of them have expiration dates and they don't even get to use the technology during the times it has been removed, broken or inoperative. This is no way to run a business, let alone a technology company. You need to refund all of the money that we have spent on the tablet and all of the data and technology that we have paid for and that we have not had access to and that has not been put on the new tablet. This is unacceptable.

    • 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.
      After a data shift several months ago, my husband has lost nearly ***** digital files of music, movies and games. It has taken Months for these to be found and customer ********************** an technical support are helpless.I send emails that are rejected without explanation and my money is GONE. Even return stamps are kept! This is thievery! It takes days to deliver emails. And often the emails are delivered via print out, but they never reach the inbox! Again - RETURN STAMPS also LOST! 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.Their software platform/Application is non operational more often than it works.

    • 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 that was provided to ******* DOC incarcerated individuals through JPay. Those songs cost different prices, from $1.88 upwards, and were purchased as both individual songs and as entire albums. Since Securus Technologies took over as the provider of tablet services over 500 of those songs, more than half, are missing. My loved one has submitted several help tickets trying to reach a resolution only to be continuously told that they are working on fixing the issue. It has now been more than six months without a resolution. These songs are available for purchase at a higher price so the issue is not that they are no longer available in the music catalog. This would indicate that Securus Technologies has the ability to make the music available but are hoping to earn even more profits by forcing our loved ones to have to repurchase at a higher price. We are asking that the entire music catalog be made immediately available for download to those that have already purchased the songs and albums. A refund would be inadequate because we would still be out of pocket more money to replace them.

    • 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 several hundred dollars worth of songs. The individual prices varied and ranged from $1.88 and up. Since Securus Technologies has taken over the contract for his tablet none of his songs have been recovered. Despite submitting tickets he gets impersonal, automatic responses that say they are trying to fix things. It has been almost a year and there is no resolution. This music needs to be restored to him or he should be provided a full refund.

    • 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 son (17 at the time of his arrest) purchased upwards of more than ***** songs on his 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. Additionally, I purchased a tablet for him when he was initially incarcerated, for $150.00 (if my memory is correct) and when he was forced to hand it over, not only did he LOSE all of his media, but we were not refunded for the cost of the tablet itself. Where is it? It's technically our property, but it is nowhere to be found. I understand that sometimes things must change and we are open to the adjustment period, but losing all of his music in the process was a huge blow to him. As I'm sure you can understand, music is his tether to the world, it brings him peace, hope, all the things. 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. We would like the music fully transferred onto his new tablet, as was expected, OR a full refund for all music not carried over. My son is currently incarcerated in ******* Department of Corrections Facility for the next 9 years, so any small wins he can have would make a huge difference for us all. Thanking you in advance!******* - A very concerned Mother

    • 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. 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.

    • Initial Complaint

      Date:05/25/2023

      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.
      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:05/24/2023

      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.
      ** inmate *************************** ****** buys music, rents movies and uses the phone service of Securus Technologies in ************. They have 30 days to watch a movie on their tablet. He rented 3 movies from them. When he tried to watch the 3rd movie ET it wouldnt let him watch it. I have attempted to contact Securus several times to ask why and all I can get when I call is an automated service that doesnt give me an option to speak with a person and the options they provide is of no help. I also sent them messages that they have not responded to. He is almost out of time to watch the movie. If he isnt going to able to watch the movie he just wants his money refunded. He also said the prices are ridiculously high and that they ********** too high fees. He says something needs to be done about them taking advantage of the inmates. Sincerely ******

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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