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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2023

      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.
      On Jan 20th 2023 I purchased 3 sets of stamps (90 each set ) to be able to contact my loved one who is incarcerated.. The first set of 90 I purchased I transferred to him. He did not receive them so I then purchased another set of 90 and transferred those to him which he received. I then purchase another set of 90 to keep for myself. So on 1/20/2023 only 180 stamps are accounted for (90 to him and 90 to me) out of the 270 I paid for. I have sent proof to the company showing the two transfers made to my loved one and they are denying that. A representative advised that she was able to see the three purchases that I made yet they still are refuse to provide me with the third set I never received, nor did my love one. I have spent thousands with this company and have dealt with the multiple outages of their services. I would hope they would do what is right and credit the 90 missing stamps.

    • Initial Complaint

      Date:03/14/2023

      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.
      This company refuses to assist me in transferring my information from my Jpay to Securus account (stamps and email address). I contacted them in late February to find out what was going on as I received an error message stating "Currently we are experiencing technical difficulties processing your request. Please try again later." I called to find out what was going on and I haven't received an email regarding linking my Jpay account to my ********************** Account as well. I sent an email when I selected Contact Us, it gave me an option to send an email. I sent an email and had not heard anything after a week. I called in and was told that I would receive a response in 3-5 business days. I had not received a response from anyone so I called in to find out what was going on. I was then told ***** business days. The representative told me it has only been 10 days. I waited until that Friday and had not received an email. I contacted them on March 13 @5:20 pm and inquired what was going on. I was advised that another email could be sent over. I told the representative someone had already done that for me. I got frustrated because I was being told different things. That representative hung up on me. I would like them to be disciplined. I used to work in customer ********************** with people whose attitudes were a lot more uglier then mine and I was hung up on. I called back to speak with a manager and got a supervisor and was told he was the only one on duty. I am signed up with Jpay and I used my same username and password and I am still receiving that same error message. The supervisor stated he could not remain on the phone with me as I attempted to access my account which I am fine with. I am still not getting an answer. I was also told to create another account using a different email address and they would work on having the stamps transferred to that account. I refuse to speak with them as this was not handled correctly the first time. Thanks for your help!

    • Initial Complaint

      Date:03/13/2023

      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 was sent to Central Regional jail in VA I purchased stamps from securus to email him. The ** Marshals came and picked him and moved to another jail that Securus services, *************. I called customer ********************** to get the stamps (21) transferred to the other jail. They would not do it. When I asked to speak to a supervisor I was denied. The rep was beyond rude. This call was recorded.

    • Initial Complaint

      Date:03/13/2023

      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.
      On 2/26/2023, I was charged $4.14 for a FREE call from an inmate in *****. The Securus software malfunctioned and sent me a bill for a full call, accumulating California taxes and fees. Securus does not have a customer ********************** department and there is no way to dispute the charges. No response from online complaint department, no one to speak over the phone. The public are the ones who fund the inmates for their phone time and then Securus charges us again for their errors. There needs to be accountability and this company is maliciously charging grieving families just to communicate with their loved ones.

    • Initial Complaint

      Date:03/10/2023

      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.
      This is a 3rd party company that provides phone service for incarcerated individuals. My husband has been unable to call because his calls will not connect. All his calls come thru but will immediately hang up or if I am able to answer it is dead silence. This started Friday March 3rd. I called Securus on Saturday March 4th and was provided w/ Case# ******** and was told it was my cell phone service and not them but she would send this to a higher tier for review and someone will contact me. I called ******** on the same day and they checked my line. There were no blocks spam or any other blocks. Funny how I was receiving his calls the day prior from the same facility and phone #. I have been back & forth w/ both Securus and ******** since this past Saturday. The exact same problem has been occurring and still occurring for 8 days now. I called Securus AGAIN yesterday March 9th & per ****** the above case was closed and a new Case# ******** has been assigned & escalated as high priority to a supervisor & to allow 10/14 business days. How is this high priority when I have to wait this amount of days for a response? These people can never give me a satisfactory answer. There response is always it's my cell phone carrier!!! This is not the case because if that were the case then I would be having issues w/ ALL my other calls which I'm not! I have spent $$$$ w/ this company and this is the service they provide. I had a family emergency a few days ago and could not inform my husband and give him an update because of this situation. I'm not the only customer having problems w/ this company! I have sent numerous messages to Securus and no response or updates!!!!

    • Initial Complaint

      Date:03/10/2023

      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 LO is incarcerated in TDCJ at the ********************* in ****************,**. The phone service for the inmates is Securis Technology. Before they spent millions on installing wifi and issuing tablets for calls, the phones were half was ok. But now there is so many issues...not just one or two are being effected but the whole unit. We as family are being charged an outrageous amount for calls only to have about half our conversation understood. Also they have made it almost impossible to reach the company. I, as well as many others have reached out to the unit and the phone company only to meet dead ends. There are times my LO spends 45 minutes or more trying to get a dial tone to get out. It absolutely ridiculous that they are making millions and have a service that is effecting the lives of humans. My husband has stage 3 cancer and his time is short so these calls mean everything. Please help me and so many others with these issues. Thank you

    • Initial Complaint

      Date:03/08/2023

      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.
      I sign up phone service that was to be billed to me monthy. Then my love one told me that he was being told that my number was block so I could them up and told them about it and they said that they would fix it then I got a Email saying that my account had been change to Advanced pay which means I have to prepay now so I called them back and they said that there is nothing they can do.

    • Initial Complaint

      Date:03/07/2023

      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.
      View Attachments

    • Initial Complaint

      Date:03/07/2023

      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.
      Feb27 I made a debit card transaction with Securus for $45 to add phone time on the account of *************************, an inmate at ************ center **** is notable to access the calls. Securus will not reply to e-mails and will not talk to me on the phone. The only option available is to send more money. I not only want mu $45 back but I want to see this company loses its license to serve prisoners. It is scamming the most vulnerable segment of society and their families that already are marginalized. Securus is like robbing from the dead -from beings that cannot fight back. They are a true symptom of the scamming underbody of society that leaches from the poor and underpriviledged .Some kind of class-action lawsuit should be filed against them

    • Initial Complaint

      Date:03/07/2023

      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.
      view attachments

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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