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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

    • 529 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:02/26/2023

      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.
      First of all I tried calling them and it was a nightmare trying to get a real live person I was trying to close my account and finally two hours later I get a return call only to have the customer service hang up on me

    • Initial Complaint

      Date:02/24/2023

      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 deposited ****** into a securus debit account thinking that I was funding a commissary account. I was contacted by the inmate ***************************** advising me that he never received the money. I contacted securus and was advised that the all the money that I deposited went towards phone calls. I asked if ****** could be put towards phone calls and ****** towards the commissary. I was told no. I explained that he needed food and clothing more than he needed to use the phone and if the monet could be switched. I was told no but to contact my financial institution. I contacted **** of America and explained what happened advising that I did make the charges but the amount was credited to the wrong account . They opened up a claim for 300 of the 400 that I deposited. Then securus locked me out of the e-messaging and visiting accounts. I contacted securus and was advised that I would not be able to use the services until I paid back the charge back from my bank. I contacted **** of America again and explained to them what happened. They then closed out all of the claims and refunded the monies back to securus. Now I still can't use e-messaging or schedule video visits for my loved one. I contacted securus again and I was advised that I could fund both accounts through ************* in which I did. I now have credits on the accounts, I can't purchase stamps for e messaging or still schedule video visits. I contacted securus regarding this again. I was told that they don't know why I can't purchase stamps because I have a credit and a credit card on file and that I can't arrange a video visit because I don't have a credit card on file but there system won't let me even add a credit card. I still have credit on the video call as well. I have asked to speak with someone in management several times and I keep being told that someone will call me back and in the meantime I am unable to communicate with my loved one in a normal fashion.

    • Initial Complaint

      Date:02/24/2023

      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.
      This is not the first time this has happened. I have been charged for several video visits that did not occur over the years. The most recent is 2/12/2023 $4.95 was charged to my bank account for a video visit that I requested with my incarcerated loved one but the prison cancelled it. So it did not occur. Securus charged me for it anyway and offered no customer ********************** response on my compliant. It shows in the attached transaction history that it was credited but this is a hoax. There is no credit to my bank account or **** le credit in their system that I can use. There phone numbers don't even work. They are just recordings. 2/13/23 I was able to have a video visit but the quality was so poor that my inmate and I could not really see one another or have a conversation. I would like that $4.95 refunded as well. I would like to not be forced to pay 25 cents for each email or photo I send or my inmate sends. One dollar is the cost of sending a 30 second video message. And if the prison decides that the content of an email or photo is not appropriate and block it from going to my inmate, I do not get a refund. Thank you for listening.

    • Initial Complaint

      Date:02/23/2023

      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 purchased a total of 264 songs on the pad that we have in prison. When the everything went from Jpay to Securus only 100 song that I paid for when to my pad. I filled several tickets and complaints with both Jpay and Securus. Now when I try to go on my pad Securus wants me to acknowledge to terms and conditions and that I cannot pursue any further actions wants I acknowledge. I cannot acknowledge because if the songs I bought didn't transfer over so therefore I'm unable to use my pad. I would like to be credited the money I spent on the songs, or have all songs transferred.

      Customer Answer

      Date: 04/28/2023

      I filed a complaint on 2-23-23 (case # ********) for songs, albums, and games I purchased on the pad that we have in prison. When everything went from Jpay to Securus not all songs, albums, and games transferred over. I filled out several tickets and complaints with both Jpay and Securus. I was credited back **** for a game then they reversed the credit. I still am owed credit back for 15 albums that I purchased with my money from my account. I am not able to use my pad because when you log on Securus wants me to ackowledge to terms and conditions and that i cannot pursue any further action once i acknowledge. I still cannot acknowledge for not all the songs, games, and albums i bought did not transfer over so therefore i'm unable to use my pad. I would like to be credited the money back to my account or have all songs, games, and albums transferred.

    • Initial Complaint

      Date:01/11/2023

      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 company refuses to issue me a refund for their connection errors. Also, I never received the credits back onto my ************* account for canceling a visit due to technical errors on their website and app. I have also been overcharged for phone calls and I have paid for several phone calls upon prompt in which I did not get to talk with the person who was calling. They have been taking money away from my account as well as refusing to put it back on there. The calls are supposed to be 19 cents per minute but since I know how to add and subtract very well I can see on some days they have been charging me 21 cents per minute and sometimes up to 25 cents per minute.

    • Initial Complaint

      Date:12/13/2022

      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 tried to make a video call using securus and it failed 5 times. They were able to credit my account but for some reason not able to the last time. They have not reached out to me or credited my account or given me a refund. I would just like a refund, not a credit

    • Initial Complaint

      Date:12/08/2022

      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 have an account with Securus Technologies. Acct # ********

      Unfortunately, the money intended for the VIDEO account went to the PHONE call account instead.
      The representative, by the name of ****, said she could refund the money, but had to subsequently CLOSE THE ACCOUNT FOR 3 DAYS.
      THAT IS NOT ACCEPTABLE !
      All I needed was for the money to be transferred from the phone to the video account.

      A supervisor was not available for that day.

      Their app/technology is confusing, to say the least.
      It is close to impossible to get in touch with a representative. When I was finally able to connect, the hold time was above 30 minutes.

      That is NOT acceptable !

      Since my approach did NOT work, can you please speak to a reasonable representative ? Or to a supervisor ?

      No email is listed anywhere on the website.
      If you can get through, their phone number is 877-578-3658.

      IF THEY ARE NOT ABLE TO PROVIDE SUPPORT, THEY SHOULD NOT BE IN THIS BUSINESS !!!

      Sincerely,

      ***********

    • Initial Complaint

      Date:11/28/2022

      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.
      Today 11/26/22 I was called , placed on hold by a representative calling to collect a debt. Now the debut is for 32.10 it is a month past due. I have recently been let go from a job and waiting to start another. So when the representative asked me rudely why I haven't paid the bill I expressed and he was rude. Securus is the only platform that I can use to talk to inmates. I pit money towards that inmates account yet for some reason I still managed with a bill. Now only because this is the only platform that any inmate can use to call I'm going to pay the bill. I don't need representatives calling me harassing me and once I pay it inmates better get to writing bc I won't be using securus services no more if this how they treat their customers. I've put more money into securus over the years than what I owe they need to hire better collection representatives.

    • Initial Complaint

      Date:11/22/2022

      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.
      I'm trying to speak with someone but there is no option to speak anyone when I call. I'm concerned about the phone number and need to change it. There is zero customer service for questions, refunds or assistance even to get assistance updating phone number even though it says to call to change it. The website claims to have 24/7 assistance but again no chat/email or phone assistance other than their canned responses.

    • Initial Complaint

      Date:11/11/2022

      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 have an account with Securus for many years to be in contact with inmate. I have never had any issues with my credit card(s) for making a payment to purchase stamps to communicate via email to the inmate. I have tried every credit card I own and system denies any credit card. I tried to use my spouse's credit card and that does not work as well. I have had many phone conversations and no one seems to care or want to help resolve this issue. I do not have any abuse and/or debt owed to Securus. All they can tell me is that I have a chargeback and can NEVER use a credit card with them again. I believe this is an error and they have me mixed up with another Patricia Miller's account in another state. I asked to speak to someone in charge and they won't let me . I called most recently and the representative stated that I could go thru ********* and make a payment to Securus account and make a transaction for payment to the Securus account that is associated with my name. I have done that and the funds were wire transferred on Nov 4 for $24.99 and the transaction reference number is #********. The money has not been put in the account. Why? I have sent several email messages and no response. I have called numerous times and no resolution. Why? Why am I being prohibited to purchase stamps to communicate on-line thru Securus? it appears I'm being blocked and if my credit cards do not work, nor my spouse's credit cards, and monegram does not work what is Securus doing? Why are they not helping me resolve this issue. It has gone on over 3 months and they don't care. I'm seeking your assistance because apparently they are preventing me from my rights to communicate with an inmate. Securus I feel has not helped me and won't resolve the issue.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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