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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:09/22/2022

      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 originally called July 7, 2022 to get refund, I was told that a check was sent out to 7 Hill Court Circle instead of correct address 70 Hill Court Circle Apt D I was then told they would re-issue a check, as of today I have received nothing. Every time I call I'm left holding for over 30 minutes only to be told to give it 7-14 days it's the same story each time I call and I have called 4-5 times getting nothing but a run around for the modest amount of $28.76 which by the way they have been holding for 2 or 3 years but was not showing on my acct for inmate use.
      P.S I was told that they could not refund to my credit card (which was the original form of payment) because I no longer have that card.

    • Initial Complaint

      Date:09/05/2022

      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.
      For second time my account was closed and money taken. Both times it says closed by owner and both times I had to go through a process to restart subscription. I didn't close either time. July X XXXX $9.21 and August X XXXX $12.17. What's the purpose of prepaid account if it can closed and money taken without account holders consent?

    • Initial Complaint

      Date:08/27/2022

      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.
      August 1st I paid $30 for unlimited video subscription for the month. Since I have been subscribed the phones are never working . I have had to use pen and pad to talk because either my love one can't hear me or I can't hear him. On one of the phones it's constant static the entire call sounds like a machine is running. When the app goes down and you can't make your visits they won't reimburse you even though the issue is their fault. If you ask for a refund they will deny it and threaten that if you go to your bank to dispute the charge they will block your securus account forever . Basically securus feel like they don't have to reimburse you when there's an issues on there end . You don't even have to want your money back they won't give you your visits that you couldn't make back either . Securus is in the business of scamming hard workers out of there money making it almost impossible for you to talk to your love one for the duration they're in jail . So I won't be able to talk to my husband until he is free.

    • Initial Complaint

      Date:08/11/2022

      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.
      The date of the transaction is 8/10/22
      I paid by accident $45.98
      The business is an inmate phone service. I was told that it was the website to put money on the inmates commissary. Once I realized by error I contacted them immediately. They are only willing to give me part of my money back.
      They keep asking me to try the service. I do not want to try the service. I want my money back.

    • Initial Complaint

      Date:07/26/2022

      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.
      Since Securus has taken over from Jpay, it's been a horrible service. I've been using the same bank cards to put funds on my lived ones (yes more than one) accounts and I was suddenly blocked from using my cards. There's nothing wrong with my cards. As a matter of fact, my banks all state that Securus has blocked my cards. I started using MoneyGram and now I can't retrieve the stamps Again, eventhough I put enough funds on the account through MoneyGram, I still have to use the cards to still get the stamps. This is a HORRIBLE SERVICE.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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