ComplaintsforJpay LLC
Financial Services
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Complaint Details
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Initial Complaint
09/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed money on inmate ******** account. The money was taken from my card and placed into a pending status. However, on JPays site is says failed, yet the money is pending. When I call JPay Ive talked to four different people/supervisors. I have been told to email (so they dont have to deal with the issue) and received no response back. *** been told the money would be given back the next day. Ive been told they see no transaction. Ive been told they have a team that has to unlock my account because it threw up a fraud flag. I contacted my card and of course they cannot help me because its in pending status has been since 9.15.22. I need this charged reversed as only the merchant who charged it can do that. They are holding onto funds in the amount of $91.09 that is not available to me because its pending. I have proof its pending and just need the charge canceled. Their system says failed but they surely took my money and placed it in hold status. There should be no reason it should still be pending. Ive uploaded proof of the pending payment. Please release the funds. This is ridiculous. Thank YouInitial Complaint
09/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
As of March 21st 2022 I purchased a new Jpay 5 tablet for my husband who is currently incarcerated at ********** SATF in ********, **********. AT the time of the purchase was in the amount of $120.00. Upon submitting order it was notified to my husband it would take 21 business days to receive. After following up after the 21 day ***** the Agent advised that it would take ***** business day. After the 60 days, I followed up and was notified that it would now be closer to 90 days for the Jpay Tablet 5 to be shipped and delivered. **Please note Jpay completed their contract with **** as of June 2022. The new telecommunications vendor would now be GTL ***************** communications who woould distribute new tablets to the general population and the Jpay tablets would no longer be of use, functioning. The dispute is that Jpay took too long to ship the item in question. After the 90 day period, I called one more time and was told the item would be received as of the 1st week of June 2022 and that an additional 2nd tablet was placed in order as well and would arrive 3 days after the 1st item. We have no use for both tablets and would like a full refund. Thank you.Initial Complaint
09/10/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My brother is in prison. He ordered a JPay tablet from JPay on 6/10/22. He has not received the tablet and every attempt to find out why has been unsuccessful.Initial Complaint
09/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
To whom it may concern, on the 25th of June,I purchased a barrel charger at the cost of $16.95. While it is uncertain of the time expanse that JPAY (Securus) has to get your product to you, it is nearing three months since that purchase was made. To date, I have received no word from JPAY(Securus) concerning my purchase. I have no way of charging my equipment, without having to violate prison policy of loaning/borrowing. I cannot in sound mind even enjoy the equipment that I have purchased, without the afore thought that I have no way of recharging my tablet. I have high hopes that this complaint will move someone to resolve this issue. I am in desperate need of of my charger! That is all I have been asking for over the three months, in the few trouble tickets that I have scribed to JPAY(Securus) pertaining to this issue. Thank you in advance for your help. Mr ************************* #****** ******** Correction Facility, ****************************Initial Complaint
09/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Sept. 4, 2022 I had two 15 minute video visits scheduled with my husband for $4.99 each. The first visit cut us off early, shorting us our full 15 minutes. (This happens often with JPay service.) The second visit wouldn't let my husband join the session and when it finally did, it only gave us 13 minutes! I called JPay on the first business day after the Labor Day weekend to report the recurring issue and was told they would not refund my money because my husband ended the call early. I told her that is not true, because it wouldn't make any sense, since in-person visitation is closed for my husband's facility due to Covid and we are forced to rely on JPay's unreliable service, there is NO WAY my husband would have ended the call early! I told JPay that this is a recurring problem and I have called at least four times in the past to report the same issue that is not resolved. I asked to speak with a supervisor and was told that was not possible! I want JPay to realize that 15 minutes is barely enough time to say hello and goodbye to someone we can't see in person. It is the only chance loved ones are allowed for visiting. Without my husband's employment, I am now the only breadwinner, which isn't much. The time and money spent by families to visit with our loved ones is VERY precious to us and we expect our FULL 15 minutes.Initial Complaint
09/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The 7 and 11 of august my emails for *** wasnt send I was charged for those emails. This isnt only happening to me its happened to other thats are In jail with me to. Furthermore their selling video games thats isnt completely. Some of the video games have defects but lastly selling music that dose specify the album have been edit therefore its leaving out song that are sensor out charging whole price for the album.Initial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Jpay is a company that is supposed to help people connect with our incarcerated loved ones. Through Jpay, we can schedule video visits, send our loved ones money and/or write emails.Jpay has horrible video visit connections, and sometimes the video visits will not connect at all. Sometimes the connection is so inconsistent that you can't see or hear your loved one. Whenever I have called Jpay to address these issues, I have been refused reimbursement for their technology not holding up to modern standards and I have even been hung up on.Jpay is a company that is hard to have contact with and finding any way to handle a grievance with them internally is also a seemingly impossible task. I find myself filing this complaint in hopes that something can be done.Initial Complaint
08/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Someone fraudulently used my card to send $10 to an inmate. I disputed the transaction and of course won. I would have been fine sending my friend the $10 however I would have used my debit (not credit) card.when I went to resend the $10 using my debit card I found my account frozen. And my inmate friend ******** is being punished in jail. Of course this is all illegal and immoral but Jpay does not care because they are dealing with inmates, who they believe they can treat anyway they want. I want my account unfrozen as well as Brittanys. Ive know ***** since she was a child and she does not deserve this.Initial Complaint
08/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
***************************** #******* at keen mountain correctional has tried to contact jpay multiple times in relation to the jp6 media tablets that were passed out a week ago. It worked for 3 days and once charged did not come back on. Currently still broke. A replacement is needed.Initial Complaint
08/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a love one in a Correctional Facility his name is *****************************# ****** he purchased a game ( PuzzleGolf ) when he first purchased his JP 5 tablet back in April of 2015 that has been working fine but when he purchased the new jp6 back in December of 2021 he received the new one back in April of 2021 JPay never installed any apps on it until July of 2021 all the games he previously purchased from his jp5 work perfectly on his Jp6 except the game PuzzleGolf that never worked period on his JP6 tablet. Every time he tried to access the game the screen will turn black with nothing else happening he's been putting in trouble tickets about this problems he's been having since and going through all these troubleshooting steps with no fix of the problem and they're refusing to get him a refund and or credit towards another game which this problem was clearly not his fault. Thank You for your time
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Customer Complaints Summary
1,116 total complaints in the last 3 years.
214 complaints closed in the last 12 months.