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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

    • 528 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:04/11/2023

      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.
      On the 14th of March I bought 25 stamps on the account of ********************** E-Messaging, on that same account I also had bought 50 stamps for ***************************** and transferred them over. When I thought that I had converted the JPay acct *************************** I was informed that the acct was never converted when it was, the issues was when the ************************* had received the tablets ****** was sending the messages to the email ************************** and I had 4 stamps on that account. Someone had placed an ticket saying that an error message was being given and she created an account, that caused the person who just started working the ticket to remove the 25 stamps from ********************** and place them on ************************ and take the stamps from ************************** over to *********************** On the 6th of April nobody acted like they could see it, ****** the manager acted like she was confused and she was very rude and attempted to confuse me. The error was that people who I kept speaking with kept sending me temp passwords and when I had created a password the system had to get caught up with the new password. I ended up being able to convert both accounts without any issues and requested that the ticket be suspended, since I was able to get into ************************ and ********************** with any issues, ****** has sent messages to both accounts and I have messages sent out of both accounts. My request was simple, place the correct stamps on the correct messaging account. I even asked for them to look at the dates of the purchased stamps, they declined. They acted like they was so confused, I asked when I had called back to speak with a manager, and was declined and told that she did not have one.

    • Initial Complaint

      Date:04/05/2023

      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.
      Securus introduced the ***** platform to the *** at population ********* Correctional Institution over two months ago. During this transition my music that was on the JPay platform still has not been loaded into my unity tablet. I can see my albums but majority of them have ZERO songs or it says download unsuccessful when I try and download my music.I've submitted numerous help desk tickets and received the same generalized response that they are working on an update.Unity recently claimed they have an update that SHOULD fix the issue. However I still have not received my music.I want my music ASAP or a full refund for my missing music.

    • Initial Complaint

      Date:04/05/2023

      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.
      We switched over to securustech.online on February 22nd, 2023. They told is we would be receiving our ************* from our previous account with jpay. I have spent around $3000 on media, ************** They're refusing to give me what I have purchased and what we was promised. I have sent securustech.online 5 complaints asking them when this is going to be delivered & when I will get what belongs to me. They send me the same message each time stating that they don't know how to fix this issue & to just be patient. I have asked them for a full ************* have refused to give me a refund. I don't know what else to do.Could you please help me. ******************************* #****** I would really just like a refund for everything that I have purchased.Thank you Can I just add that a lot of other people have received their previous media that they purchased & I haven't

    • Initial Complaint

      Date:04/03/2023

      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 is fraudulent. There is no customer ********************** department that you can speak to. Only recorded messages with Canned responses. In addition, when you set up an account and receive a call, it does not allow you to enter any credit card to speak with your loved one. The Securus system is broken to say the least. It will not let you delete your account. It tells you to call customer **********************. The two numbers provided for customer ********************** has no customer ********************** representative. There is no way to connect with your loved one via Securus Technologies.

    • Initial Complaint

      Date:03/31/2023

      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.
      We are paying for a service of phone calls from Securus and we can not hear the person we are calling. The signal is terrible and makes noises over the person speaking or will completely blank out words so that you cant hear what the person is saying.They are charging money for a service and not provided that service due to poor signal.

    • Initial Complaint

      Date:03/30/2023

      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.
      I am writing for my son ***************************. ****** He is at Wakulla c I. He is owed money for games, etc from where they got new tablets and hasn't gotten a refund. Over 100. I can't get anywhere when I call. The representative s I talk to can't tell me anything except my son needs to do a trouble ticket. He has done many trouble tickets and it does no good. He hates the computer that he has and he hates securus because all they do is take his money and don't refund when it is called for. As his mom, I wish there was a different place that handles his stuff. A person cannot get a reasonable response from them and can never talk to someone in charge. I have tried many times to talk to a supervisor. We are not satisfied with securus at all. JPay was better.

    • Initial Complaint

      Date:03/22/2023

      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.
      2/22/23 attempted to connect to an paid video session with my loved one. Never got to complete the video session and left on standby. Attempt to contact customer ********************** but never connected with an agent after multiple phone calls. Would like a refund but never can get in contact with anyone. Customer ********************** is non existence. Paid $13.96 for a service I did not receive.

    • Initial Complaint

      Date:03/17/2023

      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 was released from prison on November 16th 2022 and had $123.66 on my inmate debit account. I was given paperwork that said I had to wait 30 days from my release to request a refund. I waited the 30 days and filied for a refund but Securus sent money from my account to ******************* way before the 30 days. This company sent money from my account to someone else. I want my money back.

      Customer Answer

      Date: 04/17/2023

      I was released from prison on November 16th 2022 and I was given a form saying that I could request a refund from my prison telephone account after 30 days. Before the 30 days came this company illegally sent my money to someone else. I want my money back. $121.66

    • Initial Complaint

      Date:03/17/2023

      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 used to receive calls all the time, then one day my loved one tried calling and it wrote me and said my number is not authorized. I have called several times over the past couple months and they tell me a ticket has been issued to give them 5 days. It's been two months and they still have not fixed the issue. They tell me it's a connection issue. Then blame my phone service provider. I was receiving calls just fine. They always tell me a few days to fix it. I feel like they are not doing anything. I have a good money balance with them, so that's not the problem. My loved one thinks I have him blocked which causes problems with our relationship. I really need this fixed, I have waited long enough. Now my sister is experiencing the same problem, from her loved one in a different facility. Something needs to be done about this.

    • Initial Complaint

      Date:03/17/2023

      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.
      Securus Technologies manages the entire communications services for the correctional institution of a loved one of mine. This includes phone calls, video visits, and messaging. On March 4th, 2023, I attempted to add an amount to the personal PIN acct of my loved one. After entering my information and processing the transaction, I was given a message stating there was a "network error" however I still received notification that my card was charged however upon checking with my loved one, the money that I was charged had not been received by this. So, after the charge failed to be removed from my account, I too opened up a dispute. On March 14th, 2023 I received a call from my loved one indicating that when he attempted to call me collect, he was told that it was restricted. I checked my account and was shown that it was closed (with a $12.03 balance still available). I promptly contacted customer ********************** four times and explained the situation. Three representatives did indeed validate that the company understood that the chargeback I issued was legitimate and that I was unfairly charged, yet despite that, they still completely locked my account and said I need to pay them back the balance of my chargeback. They have locked the debit account of my loved one from receiving funds from anyone through any means other than ************* and MoneyGram (which you need a special number to fund through, and they are nonrefundable services) and he has not been able to speak to most of his loved ones for days. Additionally, they informed me that once I paid back my "balance" I will never be able to use a card with them again. Additionally, I would not ever be able to message my loved one again because I will not be able to purchase stamps. Currently, Securus has blatantly stolen $100 of my money and is instead treating me like a thief and completely violating the terms of their regulatory boards.I have sent countless emails and proof to no avail.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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