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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

    • 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:11/08/2022

      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've paid for two video calls. The first one the inmate couldn't see me. The second one the inmate couldn't hear me. They will not refund my money. Horrible company. Steals money from honest people trying to contact loved ones.

    • Initial Complaint

      Date:11/03/2022

      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.
      11/3/22 - Charged $9.34 each for 2 calls that I attempted to accept on 10/31/22. On Both calls, after putting in my card info, the phone was completely SILENT and neither party could hear anything. I called on 11/1/22 to protest the charges and was told that since the calls did not go thru, and the charges were just "pending" that the charges would soon be reversed. On 11/3/22, after seeing the charges were no longer "pending" I called back to ask for the refund again. This time the person who took the call said that I would only get back part of the charges since just agreeing to use their services results in a charge per call that would not be returned to me....they went on to say that the partial refund would take "10-12 business days".

      This is a total RIP-OFF and I want a FULL refund for both these "call attempts".

    • Initial Complaint

      Date:11/01/2022

      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 have an acct with Securus to talk and video chat with my friend in jail. I have tried multiple times to schedule a video visit. I keep getting an error message. I've tried calling customer service and tech support. Both numbers go to a voice menu that only gives you frequently asked questions. No chat service. No email service. No way to resolve my issue.
      I just want my service/account fixed.

    • Initial Complaint

      Date:10/25/2022

      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.
      for email or stamps spend made phones emails gave run around waiting for refund that is due back to me but all want to fix something on their end merge account because says to call their number I try to do but they say nothing they can do about it this ridiculous and do what they because the person in jail and have no right to complain.a refund that is due back to me but all want to fix something on their end merge account because says to call their number I try to do but they say nothing they can do about it this ridiculous and do what they because the person in jail and have no right to complain.

    • Initial Complaint

      Date:10/23/2022

      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.
      Securus runs the inmate collect calling system. This week, I received 3 back to back calls from the Montgomery County Jail in Tennessee. Since they called repeatedly, and since I have family and friends from that area, naturally I was worried and accepted the collect call. It turned out to be an inmate asking for money to have her dreads redone. I hung up and alerted the jai of the prank call. They made a note of the situation saying it's called the "jailhouse jingle" and told me they are cracking down on this happening across the country. They also told me to call Securus once the collect transactions posted to recoup the money and to make them aware of the situation in case any other inmates pulled the same prank as it seems to be a "trend."

      Securus denied my request for the $14 total that was spent on the phone for less than ONE minute with a person I don't know asking for money. They told me I should not have answered the collect call. I'm sorry but that is ridiculous. Anyone is going to answer the call after someone calls from a jail 3 times! They did not care about how it affected myself, but only viewed it as "too bad for you but we made money."

      We are heading into a recession and My family is on a really tight budget....so I do not find the fact that they are allowing inmates to cost others money for fun while they make money of the calls amusing nor do I see how they can remain contracted with jails if this continues because people will start complaining to the jail.

    • Initial Complaint

      Date:10/20/2022

      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 have multiple charges from phone connections fromm this company that did not connect. They do not have any customer service or way to speak to a live person. They have a "so-called" number that is all prompts only and you never get to speak to anyone the same as there scamming service. If I do not get a refund from their fraudulent services I will proceed to file a complaint in court. Others may stop here but I can assure you Im not that person. You taking people's money repeatedly without providing the service you are telling them you are providing when you accept their money with the expectation of the service is fraud!

    • Initial Complaint

      Date:10/18/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 name is **** and I'm from The Netherlands. I have two friends in US prison and we use(d) JPay to send emails. Since a month all the JPay activities went over to their mother company Securus Technologies. To link my JPay account to the Securus account I have to create this Securus account first. However, this is only available to the US/Canada/Mexico. I can't create a Securus account and therefore I'm not able to link my JPay account. Right now I don't have access to my email history and stamps (digital stamps and paid for up front) and can't send/receive emails anymore. I have sent Securus 5 emails (and JPay one) for a solution, but they just don't respond....... It is not so much about the money, all I want is a solution so that I can create a Securus account and can email with my friends. Is it legal to exclude all the other countries in the world? And is it "theft" when I'm denied to create a Securus account? I have paid for my stamps up front and now I can't use them. I guess that I'm not at the right address here, but I don't know what to do......can you please help me out?

      Business Response

      Date: 12/29/2022

      Consumer Response /* (2000, 6, 2022/10/27) */
      Problem has been resolved since 27 october 2022.

    • Initial Complaint

      Date:10/10/2022

      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 am writing this letter to complain about JPAY email messaging service. My loved one is incarcerated and he says he sends me Jpay messages but i haven't received them or they come to me days-weeks later. I am complaining about this because my friend has a loved one in prison and she said this issue doesn't happen to her. A Jpay employee did tell me that it can take up to five days for an email to be sent. The last jpay email he said he sent was over a week ago and i still haven't received it. Is this standard? My loved one also mentioned being harassed by employees at his facility and that they could be blocking the emails from going through as well. I would like some clarification on this matter. Can you look into if the emails are purposely being delayed/blocked from being sent to me. Thank you.

    • Initial Complaint

      Date:09/26/2022

      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 tried for weeks to sign up for a direct bill on their app and website but the features do not fully allow you to sign up. When you call they say they have to put in a ticket which will take 12 to 15 days. However to do a prepay account costs more. I feel like they intentionally make the website and app not properly work so families have to pay more to speak with their incarcerated family members. I would like my account changed to direct bill which will bill me for calls at a cheaper rate instead of the prepaid account.

    • Initial Complaint

      Date:09/23/2022

      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.
      On various dates, Securus has sent me generated emails on an issue of blocking my wife's and mine phone numbers from talking to our loved ones in *******************************************. They keep telling me I have an $30.32 balance on account. Then get another email saying I don't have an account. This comapny seems to just take money and don't have Customer Support.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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