Securus Technologies
Reviews and Complaints

I have had nothing but negative interactions with the Securus website, app, phone service, video visits and tablet services since my loved one has been incarcerated. This company says they will ship a tablet once ordered within 3-5 business days. I ordered his third tablet on May 27, 2021 and he has not received it as of June 11, 2021. They failed to send a tracking number but they did confirm the order. And I paid for the month of June witch is now almost half over. They will not answer the phone. They do not respond to email. I need to know how much it is going to cost me just to keep waiting for it to get to him. He said there are guys that have been waiting since February and still do not have one. They have nothing but complaints in all reviews I have seen. How is this company allowed to stay in business? And how much money to they get to make by ignoring the fact that people need the services they claim to offer and never supply? Please do something to help us.

The pictures that I am trying to send my boyfriend have no nudity I am Fully dressed but the cops won't let my boyfriend see them

I am complaining because I have an account with their phone product.
And I discovered that they had somehow linked a contact number to my pay account.
A friend number who was on the list for my son to call.
Causing it to be tied into my own personnel account Billing.
And it appeared multiple deductions were being taking from my debit account.
And the other persons phone number who was a contact number on my son whos an inmate.
One of his contacts on his list of numbers to call. Was being billed into my own account billing statements.
Then to find out that they have taken money from my account leaving me owing them they say -33.00.
And they blocked my account as well (on/about 4/2/21) where I can't add any funds to talk to my son.
I do not owe them any money and there was money on my son account we never got to use.

Why am I not receiving calls when my account is clear and it shows call attempts. And why have I been on hold for an hour because I want to know why I can't get a call from the detention center. Y'all charge a $3 processing fee but keep people on hold for excess amount of time y'all are crooks

Here is the letter I sent to Securus on 7/29 with no response. Tonight, was the 5th call I have missed with my loved one.
I called Securus ahead of time to troubleshoot but I eventually their phone tree hung up on me. I called the correction facility itself to troubleshoot, but they said they are not sure why it's not connecting and that Securus needs to provide the software support. I have tried all the steps asked of me to be successful, yet Securus doesn't care about their customer service, or who is impacted. The company needs a competitor. It's a shame.
7/29/20
Hello Securus,
I am extremely frustrated with your services. I have now missed 4 connect calls with my loved one. Like many others in the Pandemic we rely on the video connect to see our loved ones. I have called your support line, and they didn't transfer me to technical support. I am formally requesting technical support and a response phone call to trouble shoot these issues. You can reach me at [protected], Rosemary Loftis.
Service: Securus Video Connect
Hardware: iPhone 11
Issue:
• I log in on my end on my cell phone, software says I am waiting for the inmate and displays his name with the pop-up window open and ready for connection.
• The inmate logs in, chooses ready and waits, but is never connected as you can see in the details below.
• The secures video connect is not recognizing my log in, and the inmate and I are never connected.
Troubleshooting on my end:
I have phoned the correctional facility during my last two sessions and they have not been able to help. They tell me the inmate has logged in and the issue is that I have not logged in.
I have called Securus technical support and they said they can not help me unless I call at time inmate has joined call. This is EXTREMELY frustrating.
Screen shots below:

I have used this service several times with my debit card with no problem paying for calls as I receive them. They advertise a pre pay service which is alegedly faster, easier and cheaper. I used their "text now" service which is their "so called" easier, quicker method o applying money to your account and I applied $50 to my account. Now all of a sudden after using their prefered method and putting $50 on my account I can not access my account, their website does not work, their answering service, I called 4 times with a wait time of 15 minutes plus and when they finally answered they couldn't hear me. Imagine that, a phone service that can't hear phone calls. On my fifth attempt and 22 minute wait, the whole time on wait having to listen to them recommending me to use their text service or online service, remind you neither will work. Finally getting through to someone and they want to give me another number to call. Guess what, same problems calling that number! Finally after 4 attempts I get an agent and what can they do? Send me back to the other number that sent me to them!

I have been trying to get my phone number unblocked. I have faxed and uploaded all documents needed to prove that the cards used on my account was mine, my kids and my girlfriend's. What more do you need? Birth Certificates? Playing with ones mental stability is not right. Just because my fiance made a mistake does not make me a criminal. That is how i feel right now. It does not take 15 business days to unblock an account. My fiance has medical problems and cannot reach me. He is in PDC so he cannot even add a phone number for 6 months. I just want my account unblocked. Not to mention i almost lost my phone number due to being instructed by one of the agents to get a new number and a new account. It took me 3 days to get my original phone number back.

For six weeks I've had routing issues where my husband calls me and the lines never connect. For six weeks I've caleld Secrus and submitted over ten tickets. I've requested to be transferred to the I.T department and was denied that and told that the representive can't even speak to them. Every representative has told me something different when the issue first started happening and now that I have numourous notes and tickets on my account everyone agrees by reading the I.T department notes that it's a routing issue and they claim it will be resolved. ITS NOT BEING RESOLVED! My phone will work for a few days after a ticket had even submitted then stop again. I used to get a call for a few days in a row before I had to call back Secrus and complain now I get a call every few days and when I call Secrus they can clearly see all the attempts and then they submit yet again another TICKET! The last representive I spoke to told me that once my husband calls me the call is routed to Secrus and then Secrus uses a carrier to route to me and there is some sort of Issue there and that I.T will see the issue that they will fix it. I remind them that the issue they are claiming will be fixed is a temporary fix since I constantly have to call back. This is unacceptable. I request a supervisor to speak to and the reps tell me none are available. I request a call back from a supervisor and they tell me I have to wait 48 hrs and NO ONE CALLS. I found a corporate number in an online forum along with the corporate head quarters adress and I will be calling it Monday since I've spent six weeks begging for this issue to be resolved. I have the names and dates of everyone I spoke to along with the ticket numbers and I will be reporting everything to corporate. I have three numbers on my prepaid account and every time I call I express the specific phone number having the issue (the other two numbers are waiting for facility approval) and the representatives have even even filed tickets under the wrong number several times now waisitng my time waiting for I.T to reject the ticket due to the inactive number. Any other company this would be considered unacceptable yet Secrus's subpar service is allowed because it's prison related! I've had the same phone number for 8 years and this has never been an issue for me before these past six weeks. It's absolutely horrific how This continuous issues is not being taken seriously and is getting worse.

Account: [protected]

I am writing this complaint because I feel that I am being scammed by securus technologies and i'm not getting any assistance in trying to get this resolved.

Securus technologies, or securustech.net, is a united states based prison technology company that provides services such as phone and online video services, as well as fund transfers. I have the online video services only with them. You can pay $5.95 per online visit or $19.99 for monthly unlimited for wednesday and friday visits. I tried it out for 1 visit at $5.95 on 9/12/18 and on 9/18/18, I subscribed to pay ahead $19.99 per month for the unlimited plan. The amounts came out as they were supposed to on 9/18/18 to cover service from 9/18-10/17, $19.99 on 10/18/18 to cover service from 10/18-11/17, and $19.99 on 11/18/18 to cover service from 11/18-12/17. That is what I want and that is not disputed, however I was blocked on 11/23/18.

I have spoken with securus technologies several times in november and several times this month. What is being said is that "my" bank jp morgan chase is disputing $57.95 and charged the amount back. #1. I am using my own card, I have possession of the card, and I did not dispute anything. #2. My bank is bank of america, which is in no way associated with jp morgan chase. #3. The math does not add up and they can't even tell my why it does not add up, $19.99 monthly x 3 months= $59.97, not the $57.95 "disputed" amount.

I have literally begged securus technologies to look back at the charge back form that came to see if they just pulled up the wrong account or the wrong card number (maybe transposing the number to get the account pulled up and once the account is pulled up and associated with mine, then they would be looking at my card number and information), but they absolutely refuse to go back to the original information that started this.

The only thing securus technologies suggested to me at that time, was to repay the $57.95 that was not given back to me…. I had told them that I could send them a bank statement when I talked to them in november, but they had said that wouldn't show the bank putting a charge back on it, and that they needed a "bank statement affidavit", which you would think in itself sounds easy, but it's not. My bank, bank of america (which is the logo on the attached print of my now voided debit card), at first said they would send me the affidavit saying that they never disputed the amount and that it would take 7-10 days to receive it. They said that they can not fax it or email it to me.in my city, columbus ga, there is only one branch of bank of america and it's about 20 minutes to get there. With my work schedule and their office hours, I was going to have to wait for it. I waited the 10 days and did not receive anything, so I started this process over again since I am still blocked from communicating with my brother who is in jail at the lawrenceville sheriff's department in lawrenceville, ga.

I started at the bank this time and requested the affidavit. The rep said that they don't do that, so I requested her supervisor, who also said that they don't write anything up for customers. I called back securus technologies again to beg for them to pull the original chargeback information and they again tell me to send in an affidavit. I did bring up the fact that if they sent the money back to me, wouldn't that show that I owe $57.95, and on my transaction details from securus technologies, it shows that I have a zero balance. On their transaction details it shows my visitation dates and the charge if it were not already covered by the unlimited plan, so somewhere in their system they should be able to show me that the $57.95 that they are saying was sent back to my bank, has been charged back or debited back on my account instead of the zero balance that I am currently seeing.

I have been trying to deal with this for almost a month, which is not even asking the question of if I have been blocked from using the service, and this is a prepay service, why am I even being asked to repay the $19.99 from 11/18-12/17 when i'm blocked from use of the service that I want.

I actually got off of work and went to the bank of america to push to get a bank statement affidavit but again was told in person this time, by a rep and by her manager, that they don't go that extra little mile to type something up for me. They said it's not fraud because I agreed to the charge, and I don't think it's fraud either, I think that this is a scam. Someone on either securus technologies side or boa side, had some type of breach in information and some scammer maybe putting in as charge back and providing a different bank name and account number to credit it back to. I don't know if that's the case, all I do know is that if I don't have the money, and they "say" they don't have the money, where is the money?

I called back securus technologies again and asked for a supervisor. My first question to her is what is my balance? She said -0-, then we get to the $57.95 amount, where does it show that I owe that. She said the quickest way to resolve is to repay the $57.95 by western union. With all this frustration I probably would be better off to do it just to get this moved on, but, #1. That would not fix the problem when this could very well be a simple transposing of the number or something as big as the company and its customers being scammed. #2. Who's to say that if I just repay the $57.95 even though I never got the first $57.95 back, that this same thing won't happen again to me or to other customers.

I am sending a copy of my banking statement from november 18 till now, to show that this is the account where the monthly charges are deducted and that if they were going to put back in a credit for the so called "disputed" amount, that by now, it would be back on my banking account and it's not. I'm also providing a picture of my debit card that is on the securus technologies account, and it clearly has the logo of bank of america, not jp morgan. Now, what I can't get supervisor "val" from securus technologies to realize is that if they could make a mistake and put the wrong banking name, then maybe they could have picked the wrong account to begin with.

One thing that I will not be doing that val said, is to fax in a copy of my driver's license that this company already has on file. When you sign up for their service, you have to have a government id, which I used a driver's license, and a picture of myself to make sure that I am the one that would be on the online video chat. Since you already have my driver's license on file, I can even see it on my profile of the account, and I already think that somebody is being scammed here, i'm not going to be stupid enough to put my driver's license out over a fax line. An encrypted email maybe, (even though you already have this in your records!), but not on open fax line.

My request in writing which will be to the bbb, the fcc, securus technologies headquarters: carrollton, tx, and to the chargeback office of securus technologies, is that I want this researched. I want the block removed, I want an apology, and I want the $19.99 that I prepaid on 11/18/18 for future services that I never got a chance to use due to the block, credited back to my account. The kicker part to all of this is that the idea behind this is wonderful, when it works with no intermittent stuttering problems, it's like you can facetime the inmate which is remarkable because you can do it from any part of the united states. I have recommended and helped my sister in san jose california to get signed up for this service, my sister in law from montgomery al, my cousin from huntsville, al, to all get signed up for this service, and I would hate to think that I mislead them and for them to have to go through all this drama.

I live in the UK and my husband in NY. I set up a phone line with Securus to speak with my husband and an employee told me I needed to call ConsCall Home because Securus don't do phone lines international. After spending over$1000 in two months between two companies that turns out to be three I find out my phone line is illegal. I have the transcripts where Securus told me I had to use ConsCall. I'm currently finding a lawyer to sue Securus us. I will get ConsCall Home in the process. I've contacted Senator Andrea Stewart Cousins and a lawyer. It turns out ConsCall aren't a legally company and they have access to my bank account. I have every word between both companies documented including one employee admitting she believes my story that someone scammed me at Securus. I now can never speak to my husband again on the phone until I move. I'm devastated. The stress has been too much. I've lost a fortune to this company. So if you want in on a law suit email me at [protected]@gmail.com

Hello I am writing you in regards to how long it has taken my refund to get back to me I put $50 on the securus phone account so my husband was able to call the jail phone is different than the one in prison I have waited over 8 weeks for my refund to get back to me myself and our sons would like to talk to him it is bad enough he is all the way in el paso Texas and we are in el Reno OK 664 miles away do you have any idea what its like not being able to talk to the person you love and your sons ask if daddy calling today and you have to be the one to tell them no he can't call cause mommy doesn't have money to talk to him do you have any idea how bad I feel for telling his sons that my refund should not take this long to get in the mail And shipped to my house really it is ridicoilous how long it has been I am very unhappy with this

We failed to contact the company Securus Technologies. We needed to open the account, but we needed to approve the phone number before. We tried to do it online, but it was impossible and some error occurred all the time. But it was really hard to reach them on phone. They have too many phone numbers and we have tried all of them, but each time we heard only machine voice. Stay away from them.

Don’t work with the company Securus Technologies. I was completely disappointed in their services, because the manager didn’t want to listen to me. The support team told that they couldn’t help me. I went around in circles and my work stopped. I simply didn’t understand for what I have paid. I pay them rather large sums and it wasn’t worth it, because they treated me like rubbish.

I needed to make a video call using SecurusTech.net so I deposited $20 on my account on this website. Even though money was transferred to my account I still wasn’t able to make any video calls. I emailed their customer support regarding my problem but received no help from them. Basically they told me that it must be some kind of problem with my computer and not with their service. Not satisfied with such answer.

I purchased the Securus Jail Calls for a cheaper price for jails and it was all false. I’m trying to get a hold of them because my relative tried calling me several times and the calls didn’t go through. If anyone could help me to get my money back… Thank you...

I am writing on the scams of the hang ups at the correctional facility billing services, In on months time I have been disconnected 10 times for no good reason. When they get ready to disconned the line it says (NO CUSTOM CALLING ALLOWED!). What ever that is suppose to mean! There is nothing going on or being said for them to disconnect us. I have called the billing services several times no ANSWERS from anyone I would like a refund for the calls that i was disconnected on. I know the mopre u disconnedt the phone lines on all the loved ones the more money you make from us. bullcrap... I am entiled to my money back check your records three to five minute phone calls at a time and then hangs you up... And I am still being charged for 3.20 a call rather we get to talk or not!

I would like a answer and a refund from the billing services ASAP A VERY UNHAPPY LOVED ONE THIS IS ALL A SCAM! LISA

I have only been dealing with these people a couple of days and it has been a f...ing disaster. First, I couldn't get anyone on the phone so I tried the chat feature. No luck- no one available. So I kept trying until finally I got someone through the chat. I set up my account and was supposed to get an email with my password but that never arrived. I again tried to call but could not get through- ALL AGENTS ARE BUSY, TRY YOUR CALL AGAIN LATER seems to be their idea of 24 hour customer service. So I kept trying both the chat and the phone until FINALLY I got someone through a chat. I was told they would resend the email so I asked them to please verify my email address was correct, the gal said it had been put in incorrectly. I gave it 4 hours and still no email so I again tried to call- NO AGENTS AVAILABLE (SURPRISE! NOT) So I again tried to get someone through the chat and, you guessed it, NOT AVAILABLE. I sent an email, NO REPLY. I continued to try to contact them and FINALLY got through on chat. The agent was very nice and he got me into my account so I was able to fund so I figured all was ok- NOT! I got a call from my finance and the call could not be completed because it said I didn't have sufficient funds! I tried to call, ALL AGENTS ARE BUSY, TRY YOUR CALL AGAIN LATER! I tried to get someone through the chat, NO AGENTS AVAILABLE! I tried over and over for more than an hour, I even sent an email... I read the remarks from someone claiming to be a customer service representative and I have to say this is one of the most f...ed up companies I have ever dealt with. THey obviously believe they can do whatever the hell they want because the families have no other options available to them. I plan to place a formal complaint with the DOC regarding their business practices as well as contacting the FCC, and anyone else who might be interested in undertaking this story. Something needs to be done...

The most crooked business i have ever seen. and for that county jail u r stuck with it cause they own the phones and they charge u $50 mimmum it really *** when u r 8 hours away from the person. they charged almost 20 dollars for a 15 min call. they r the worst thing i have seen in the phone bussiness.i can not aford 50 dollars all of the time.as i said before they are crooks i hope when ppl see these kind of write up they will learn from other. The best service of this typ is pay-tel but they dont go everywhere

These people are something else not only did they allow unauthorized access to my account where my ex-husband with my information reversed my payments and that is only with my checking account info not cbs info like my pin, address, name etc...they would no longer take payments from me on line I kept getting a check validation window. On top of that why the hell does it take them 5-9 hours to post a quick collect payment Im thinking the rep I spoke too sd to me we have 7, 000 customers well Im thinking credit card companies, utility companies etc have more than that and they manage to post the payment within minutes I mean it is a quick collect for Gods sake. Anyways has already been over a week since I have talked to my loved one and they still have not taken the block off my line after paying over 200.00 that they decided to invoice. Checking into verizon so I will not have to deal with CBS never met a biller that wont take my money and when they do they do not give me service lol!