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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:05/18/2023

      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.
      Families are going broke attempting to support our loved ones and Securus continually adds ridiculous fees, taxes, and fine print to avoid any possibility of accepting accountability.Our LOs have been robbed of previously purchased item, photos, etc (on their tablets) with out reimbursement. Securus and the DoC forced our LOs to sign documents freeing Securus from any/all responsibility. If they refused, they were denied a tablet.Where is the transparency, checks & balances? I pay taxes on the money I earn, I pay additional taxes to transfer funds to my loved one. Then, my loved one is not only required to pay an additional tax, they add on a $2.00 transfer fee for a $2.99 purchaser, plus tax. (This is only one example). I cannot provide supporting documents as my LO was denied copies of his own purchases. I would like to see a list of potential purchases with all of the taxes and fees included. It will be helpful with a lawsuit.

      Customer Answer

      Date: 06/02/2023

      Update: My LO is now missing 900+

      media purchases. Decreased from 1000+

    • Initial Complaint

      Date:05/18/2023

      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.
      This company charges for services at a high price and the services are always experiencing tech difficulties I pay almost 600 a month for stamps and their services always broken. I think they need to be crediting or lowering their prices.

    • Initial Complaint

      Date:05/12/2023

      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 Tech has contracted with ******* Department of Corrections to provide inmate tablet tech. For nearly 6 months the prisons have gone through switching from JPay to Securus Tech, removing JPay tablets which contained inmates songs, movies, games, pictures, FREE ***** app, media. One inmate I know has submitted help tickets 8 times to Securus, and ZIP in returning 438 songs, and movies. Securus now if you purchase a movie, you only have access 48 hours, instead of permanently. Sending emails to your loved one, might take days for them to receive. Securus Tech is owned by a multi million dollar entity named Platinum Equity. We've paid for this media tech for our loved ones, on our poor broke backs and inmates are treated as 2nd rate citizens because we nor they are respected AS CONSUMERS.

    • Initial Complaint

      Date:05/02/2023

      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.
      My elderly mother is attempting to set up an account to text my son in jail, and is receiving the error message that she needs to call- has done so repeatedly, and remained on hold for a total of well over an hour. At one point she selected the option to have a call back and when she did was placed on hold for an additional 40+ minutes with no response. The online chat doesn't work because she can't set up an account and when I tried with mine it didn't come up with a resolution. This is a government contractor with a monopoly. This should not be legal.

    • Initial Complaint

      Date:04/25/2023

      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.
      In December of 2022 airway heights correction center inmates were told we had too hand in our old tablets which all inmates had paid for..we also paid for the music on those tablets and we had family pictures emails and family videos..I owned my tablet..I paid I believe 140.00..we were told by securus that they would be immediately sent too our families as is..immediately...as of April of 2023 securus refuses too tell me where my tablet is..refuses all help tickets and refers all questions too the prison..securus has admitted too having possession of the player..and refuses too send too my family..I never gave permission too keep in anyway I never gave permission too alter in any way...I want my player in tact with all my pictures..mysic..emails and videos of my son saying his first words...

    • Initial Complaint

      Date:04/24/2023

      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.
      Hello, I paid $100.00 to this company on February 10, 2023 to my incarcerated son's debit account at ********** ****** *****
      The website is very unclear about the purpose of the debit account and made it seem like a commissary transaction whereby he could purchase various items. As it turns out, it is not meant for that and I really don't know what it is meant for. I tried to get a refund upon his release and they stated that he has to go to ******* ***** to obtain funds. Three problems, he has no transportation and no identification, plus he was reincarcerated at another facility that does not use this substandard company. As stated in other reviews, there is absolutely no live customer service and it took three emails and a disputed credit card charge to receive an answer.

      They maintain that he has to retrieve the money. I really feel that this company is taking advantage of inmates and their families at a vulnerable time in their life. The rates are outrageous and, as stated, the customer service is nonexistent. I believe this is their tactic to make you quit trying to get a refund. I am not sure how they get chosen to be a provider, but feel that their must be financial incentive to someone on a board of directors for the detention facility. I understand that my son is not incarcerated because he is flawless, but that does not mean he or I should be taken advantage of.
      My husband is a veteran and retired.

    • Initial Complaint

      Date:04/24/2023

      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 gave Securus $300 for my sons acct. When I closed my acct, I was only refunded $26. I cannot get through any of their phone numbers to talk to a live person, and get disconnected every time I call them. I would like to get my whole refund back from them.

    • Initial Complaint

      Date:04/24/2023

      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.
      Securus took old tablets and issued new tablets months later to prison inmates. Securus said the games would be there that had been purchased. They said some were no longer available. They substituted games not to my Son likings.
      Put in trouble ticket request. Kiosk wasn’t working properly. He sent request option 2 back for a refund to buy the games he wanted and not the ones they wanted. On 4/17/23 they closed his ticket with no refund.
      Trouble ticket ************* WAS CLOSED NO REFUND GIVEN 4/17/23
      OPENED NEW TROUBLE TICKET 4/17/23 ************
      STILL NO REFUND ON GAMES THAT HAD BEEN PURCHASED JUST GAMES they PUT ON THE TABLET.
      All being requested is a refund on the games where Timothy H****** ******* can repurchase the games he wants and not keep the ones securus gave him.
      PLEASE CALL ME ###-###-#### OR EMAIL ME: **************************
      I have called securus daily April 15 thru today April 21 and acceleration sent for a supervisor to call me back since they are not available anytime of the day I call. I was told they would call back within 72 hours. Failed to call. I picked up on call this morning 9:30am from them kept saying hello they hung up.
      I have called Tallahassee for correctional institution can’t do anything it’s securus problem.
      I called ******** *** warden office not their problem it’s securus problem.
      It seems we can’t get this problem resolved with Securus without your help.

    • Initial Complaint

      Date:04/21/2023

      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.
      Took my money and I didn't receive any services. Reached out to company and was repeatedly told they couldn't find my account. Was hung up on. I have confirmation email invoice of charges. And account verification emails.

    • Initial Complaint

      Date:04/20/2023

      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.
      ***************************** made aware of an issue with the Securus Video Connect (***) sessions at ************** facilities. I was charged $4.95 and the *** session was down. My card was charged but I did not get the service that I paid for.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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