Complaints

This profile includes complaints for Keefe Commissary Network Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Keefe Commissary Network Sales has 21 locations, listed below.

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• 

  Keefe Commissary Network Sales

  10880 Linpage Pl Saint Louis, MO 63132-1008

• 

  Access Securepak

  PO Box 50028 Sparks, NV 89435-0028

• 

  Keefe Commissary Network

  7635 Business Pkwy Hanover, MD 21076

• 

  Access Securepak

  PO Box 50028 Sparks, NV 89435-0028

• 

  Keefe Commissary Network Sales

  PO Box 17490 Saint Louis, MO 63178

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.

• Initial Complaint

  Date:04/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am an inmate at ************************* H33**343634**363635**H in ******, ********. On January 15, 2025, sixty-six dollars and ninety-nine cents ($66.99) was disbursed or taken from my prison trust account. ON the same day, the money was sent to the following address because I filled out the enclosed order form (copy) for property items. H32333130**3734313136H (OK)******************************************** As of the above note, I have not received: 1) Rawlings Men&#**;s Equal Score Basketball shoe size 11; 2) thermal pants size 2x; and 3) thermal shirt size 2x. Could the H363137**3238313831H help me in getting these (paid for) property items sent to me at ****.

  Business Response

  Date: 04/01/2025

  Dear **** ****,

  We received your concerns regarding an order being submitted for shoes in the amount of $66.99 on 01/15/2025.  We have no record of receiving an order for you. 

  Business Response

  Date: 04/03/2025

  Dear Sir,

  We received a request for a receipt for **** ****. Unfortunately, we are unable to provide a receipt on order/funds that we have no record of receiving. Our suggestions would be for Mr. **** to reach out to his trust office and request status information on the funds i.e. check, he stated was submitted. This will help both client as well Access Securepak with a resolution to the complaint.   Thank you in advance. 

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  01/16/2025 made a several purchase of $6.06 from bending machine.After summiting grievances forms about the matter. Commissary staff came to find me and never asked about the amount owed from bending charges, only brought 3 items for me just because.notified commissary staff about amount owed and suggested to make another grievance form, they couldnt do anything about it. The boss whod be in charged and responsible of the situation only sent them with 3 items.month after received a replied by commissary staff to my request about the owed amount. :No, They werent further reviewing this matter and wont give me back my amounts owed. Calmly I thanked them for their response and let them know about getting legal help for this matter.

  Business Response

  Date: 04/01/2025

  Dear ***** ******,

  We received your concerns and that you have filed a grievance with your facility. Which is the correct action to take. Since this appears to be an internal issue with your facility commissary. 

   

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 family members, currently incarcerated in ********. Attached are receipts from where I placed $51.95 in each account, via my Cash ********* Shortly after the deposits were made, I looked at the receipts and on the bottom, there was message, stating their deposits would be delayed, placed on hold, for verification purposes, and I was to call within 48 hours, or the purchase would be returned. Upon my return home, I immediately called Access Corrections, and was told to call the next morning. The next morning I was informed the money processed to be returned to my card, in 12 days!!

  Business Response

  Date: 03/20/2025

  Dear Mr. ************* sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
  Your concern relates to two transactions made to two separate residents on March 2, 2025, in which the transactions were reviewed for verification purposes. After a review of your account, our records confirm the transactions were reviewed because the account holder name did not match the cardholders name. As a result, we informed you that you would need to create transactions using your own account. Because of that, we had to decline the transactions that were made initially.
  If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your business and thank you for choosing Access Corrections.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent ***** to *********** ****** who was at ********************** in **** on 02/26/2025 and he was transferred the next day to northeast ************************* and did not receive the money. I would like a refund but it's saying *********** has to contact the facility and he obviously can't. I would like a refund

  Business Response

  Date: 03/03/2025

  Dear McKaylia ***********,
  
  We got your request to refund $27.95 for *********** ******, and we will research this for an acceptable solution. We will need the following information to investigate it.
   Please provide us with *********** I.D. number,the facility's name, and the deposit invoice number.
  

  Customer Answer

  Date: 03/04/2025

  Christophers id number was ******** 

  Washington county jail 

  936775 is the number on top 

  Transaction number is 114129821

  Customer Answer

  Date: 03/06/2025

  Nothing is being done about the refund 

  Customer Answer

  Date: 03/08/2025

  I WANT MY MONEY BACK 

  Customer Answer

  Date: 03/12/2025

  They are not refunding my money. *********** ****** did not get it and they're not sending it back so where the h*** is it? I just paid money or for nothing. Some of us are freaking broke and don't have money to just send out for nothing. I need my money

  Business Response

  Date: 03/18/2025

  Dear Mrs. ************************* sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
  We understand that your concern relates to a transaction made on February 26, 2025, in which the recipient was moved to a different agency and did not receive the funds. After a thorough review of your account, our records confirm that the transaction was successfully applied to the recipient on February *******, within minutes of your online deposit. Once funds are deposited to the recipient at the facility, we no longer have access to them and are therefore unable to retrieve or redirect them. However, agencies typically have a process for handling funds in such situations, which you may wish to inquire about directly.
  If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your business and thank you for choosing Access Corrections.

• Initial Complaint

  Date:02/20/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 $30 in my husband's Access Corrections commissary account. My husband was transferred to another facility that does not use Access Corrections. I called to ask for a refund or to have the money transferred to my husband. The service representative insisted that refunds/transfers are impossible. Secondly, a $10 cash advance fee appeared on my credit card. When I inquired about it, they said that I had received a cash advance from Access Corrections - which is a complete misrespresentation. My credit card company waived the improper cash advance fee.

  Business Response

  Date: 02/26/2025

  Dear Mrs. ************************ sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
  We understand that your concern relates to a transaction made on February 6, 2025, in which the recipient was moved to a different agency and did not receive the funds. After a thorough review of your account, our records confirm that the transaction was successfully applied to the recipient on February ******, within minutes of your online deposit. Once funds are deposited to the recipient at the facility, we no longer have access to them and are therefore unable to retrieve or redirect them. However, agencies typically have a process for handling funds in such situations, which you may wish to inquire about directly.
  Additionally, regarding the $10 cash advance fee on your card, as outlined in our Terms & Conditions on our website, some credit card companies may classify certain transactions as cash advances, resulting in additional fees. We recommend reaching out to your card issuer for further clarification on their policies.
  If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your business and thank you for choosing Access Corrections.

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:02/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a issue with Access commissary.I wanted to put money on my sons book ,He is at Ky DOC I'd number 327034.Access tells me that my card is declined, But yet they take money and it will be pending in my bank statement..They say it is my bank and it's ****** bank let's the money go and Access doesn't accept it .And they have no ideal why we can't process the money.Tue the 11th of Feb 11th stayed on the phone with Access all day ,I talked to 10 different people,And 6 were higher up.They said funds wasn't there and it was on my ******* sister in law made a account,And they declined her also,But she had 4 transactions on her bank ,But all was pending.I don't understand if card is declined,Then why on bank statement it be pending And they told me it would be put back in my account.Can you help,Cause he needs money to buy commissary. The amount is 100 $ And they add a fee of 4.95 .In past we have had no trouble.They declined my husband's card,My card,And my sister in laws.The prison personally told our son there should be no problem of him receiving money.Can you help? Thank You. .

  Business Response

  Date: 03/06/2025

  Dear ***** Paradise,

  We apologize for any inconvenience you experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
  
  According to your complaint, you attempted to complete a deposit transaction to an offender located at a Kentucky Department of Corrections facility, however, the transaction was declined. When the transaction was initiated, the card issuing bank reported the transaction as pending and held funds on the bank card to cover the transaction which subsequently failed.
  
  After reviewing the offenders deposits, we found a credit card chargeback for a transaction dated September 10, 2024, which led to ongoing issues. The transaction was initially approved and applied to the recipient on September 11, 2024, but was later charged back by the card issuing bank December 26, 2024. When a chargeback occurs, further transactions using Access Corrections system are restricted until the chargeback is repaid. This is to protect the card holder from continued unauthorized use of their bank card.
  
  On February 13, 2025, we notified the card issuing bank to release the hold on the recent attempted transactions and you should now be able to complete deposits.
  
  We recognize the importance of accurate and timely fund transfers and remain committed to providing reliable service. If you need further clarification or assistance, please dont hesitate to reach out. We genuinely appreciate your trust in Access Corrections and your business.
  
  Sincerely,
  ******* ********
  Access Corrections

  
  

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 transactions were 2/10/2025 which I paid $57.95. The receipt number is *********. I made another transaction on 2/13/2025, I paid $59.95. The receipt number is *********. I was making the transaction through Keefe Commissary Network, LLC dbs Access Corrections NMLS ID #****** to send money to my son. They committed to transfer $50 and another $50 to him. I paid the fee which was the additional $7.95 for the first transaction on February 10 in 2025 and $9.95 for the second transaction on the 13 of February. My son still hasnt received any money nor have they given me back. They say that the money got sent but it did not get to my son. The transaction ID is ********* and the terminal is *********-PHN. The agency is El Paso Processing Center, **.

  Business Response

  Date: 02/24/2025

  ****** *****
  ****************************************************************************
  
  
  Re : BBB Complaint 22940300
  
  Dear ******,
  
  We sincerely apologize for any inconvenience you may have experienced with our service.
  
  Your complaint states that you created two deposit transactions to an offender incarcerated at the EL Paso Processing Center, **, and that one of the deposit transactions was not received by the intended recipient. Specifically,transaction number ********* dated February 10, 2025 for a deposit amount of $50.00 with a fee of $7.95, and transaction number ********* dated February ******* for a deposit amount of $50.00 with a fee of $9.95 which is the transaction you claim was not received.
  
  Our records show the following:
  
  Transaction number ********* was posted to the offenders trust account at the facility February 10, 2025, at 3:55pm. This transaction was made using our website for a fee of $7.95.
  Transaction number ********* was posted to the offenders trust account at the facility February 13, 2025, at 10:28am. This transaction was made by calling our call center a for a fee of $9.95.
  
  If you need further assistance or clarification, please do not hesitate to reach out to us. We value your trust in Access Corrections and appreciate your business.
  
  Thank you again for choosing Access Corrections.
  
  Sincerely,
  
  **** ********
  
  **** ********
  Access Corrections

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 January 9 2025 I had made a commissary order from the *** Detention Center in ****************. My money was taken off by Books by Keefe and when Commissary was delivered. Mine was denied due to not having a wristband. My funds were promised to be placed back on my books by a Keefe employee. I was released the next morning and that transaction was never made and now Im trying to recovermy money which not placed on my account I have left numerous messages which are not being returned. Im being ignored and I would like to resolve this issue and have my refund given to me immediately

  Business Response

  Date: 01/27/2025

  Dear ***** *********,

  We received your complaint regarding being denied a package due to a wristband. Please note Keefegroup is a vendor that supplies goods to the facilities. We have no control over 

  The facilities policies or procedures. Please reach out to the facility commissary facility for a resolution. 

   

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 January 17th at 5:49 pm I sent $100 on my *********** card via an Accesscortections website to an inmate in ********************. At the time their drop down menu provided me an option for *********** ****** ******** birthdate ******** inmate #O64008. I chose this option and deposited the money. I got an email receipt with that info. The next day I check again and there are two *********** ****** ******** with same birthdate. Inmate #******. That is his number. My deposit has just disappeared. The jail has no idea why he is listed like that. There is no *********** ****** ******** with that number there. I called to try to figure a solution and was berated by a woman I'm sure was at least 20 years younger than me. That was with Accesscorrections customer **********************. Brilliant. Also I have receipts for both transactions but I am unable to add them here for some reason. They are yahooemails.

  Customer Answer

  Date: 01/21/2025

  Now the account is inactive. 

  Customer Answer

  Date: 01/21/2025

  I also wanted to add. The first *** that I spoke to at Access Corrections customer ********************** told me there was a problem before he transferred me to a supervisor. I would like to know what kind of problem he saw. 

  Customer Answer

  Date: 01/22/2025

  This is as of today the 22nd of January. The prompt now shows a completely different inmate with the same number *********** ******** had just yesterday. 

  Business Response

  Date: 02/05/2025

  Dear ******* ********,
  
  We apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
  

  We understand that your concern stems from incorrect information in our system, which led to the selection of the wrong recipient for your transaction on January 17, 2025. After further review, we were unable to identify any issues with the recipient details; therefore, we will be issuing a refund.
  

  A refund of $105 will be issued, and you can expect it to reflect in your account within 7-14 business days.
  

  We recognize the importance of accurate and timely fund transfers and remain committed to providing reliable service. If you need further clarification or assistance, please dont hesitate to reach out. We genuinely appreciate your trust in Access Corrections and your business.
  
  Sincerely,
  ******* ********
  Access Corrections

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 02/24/2025

  I have not yet received a refund in my *********** credit card as of yet. Do you have any idea when I can expect it? 

   

  Thank you,

  *******

  Customer Answer

  Date: 02/25/2025

  I have not received a credit as of yet. It has been over three weeks.  

  Business Response

  Date: 03/05/2025

  Dear ******* ********,

  We are sorry to hear that you have not received the refund issued.   We have issued a credit back to the credit card used. A stop payment will be posted for the check not received. 

• Initial Complaint

  Date:01/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 to express my deep frustration and anger regarding the unacceptable service provided by H313736333632313736**H **********. I pay $16 a month for H31353330**3330303437H to essential news outlets like *********, ****, ***, ***, *** New and *******************, Finance, and Sports, here at ************************************ (NCCI *******) in *************. However, the service has been nothing short of infuriating due to the abysmal wifi service and when there is wifi service, the website is down. Respectfully, I&#**;m lucky if I have H31353330**3330303437H to these paid services 3 days a week. The poor connectivity has rendered the service nearly useless. I am paying for a service that I cannot effectively use, despite numerous complaints to customer support, I have seen no meaningful resolution. This lack of support is completely unacceptable. It is outrageous that I am forced to endure this level of service despite me being incarcerated while still being charged a monthly fee. H313736333632313736**H Group has failed to deliver on their promises, and it is unacceptable for the company to treat it&#**;s customers this way. I urge the ********************** to take action on my behalf and hold H313736333632313736**H Group accountable for their inadequate service. Just because I am incarcerated does not give companies operating in the *** permission to provide an inadequate service.

  Business Response

  Date: 01/27/2025

  Dear ***** ******* W80327

  We have confirmed that all access points at **** ******* are online, with all tablets currently connected. The only exception is an access point in *************************, which has an open repair ticket.
  In addition, we are not aware of any ongoing Wi-Fi connectivity issues as mentioned in the complaint. We will request our local technician to visit **** ******* and conduct testing in the units to ensure
  the Wi-Fi connectivity is operational and performing as expected.
  
  Thanks

  Customer Answer

  Date: 02/24/2025

  I received a message from Keefe Commissary Network thru the BBB, and the information that was provided was/is not accurate.

  As of February 10, 2025, the problem is still happening where there is no web page when there is full Wi-Fi.  When the application pages come on and you click the page it says "web page not available."  You may have to wait hours, days or a week before you're able to connect again.

  There is something wrong with the servers that they are using to route the application to its inmate customers.  ********************** charges inmates a lot of money for that service.

  Keefe does not provide refunds or extra months when the application is not working.  This is a grave oversight by Keefe and they need to get better quality servers and routers so the web page application works more efficient.  That is a reasonable request from a paying customer. 

  Business Response

  Date: 03/03/2025

  ***** ******* W80327,

  We have confirmed with the facility that all wi-fi access points are working.  Please check with your facility designated areas are for wi-fi usage. 

  Customer Answer

  Date: 03/25/2025

  It seems Keefe Commissary Network is shifting the problem about "wi-fi" to the designated facility.  The "wi-fi" is only a part of the problem that we're having here at this facility.  The real problem is the "servers" that Keefe is using to distribute the application that they are providing thru "Sicim," in which Keefe gets for free then charges inmates $13.00 and $16.00 respectfully.  The servers would be out for days sometimes and when the server comes back on to provide the application, the service is real slow then it shuts off with full wi-fi showing at full strength.  This is what it says when wi-fi is at full levels and all bars are showing:

  "Webpage not available"

  "The webpage at ************************************************************************. html could not be loaded because:  Net:Err_Proxy_Connection_failed"

  "Wi-fi signal too weak"

  It says this at full wi-fi strength in front of the kiosk.  There is something wrong with their servers and it needs to be addressed.  Keefe is misleading the BBB.

   

  Business Response

  Date: 03/31/2025

  Dear ***** ******* ,

  We received your suggestions that there may be issues with the servers. We have found no issues with the servers. They are meeting the required expectations.