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Business Profile

Government Contractors

Securus Technologies, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Government Contractors.

Important information

  • Customer Complaint:
    Due to the volume of complaints filed against this business, BBB only publishes the details for 30% of the total complaints filed.

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

    • 533 total complaints in the last 3 years.
    • 144 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:04/09/2025

      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.
      Dates: 4/8/25, 4/9/25 I received a call from an inmate. I followed the prompts from Secures tech to enter my credit card. They said I would be charged 7cents per minute that I was on the phone. I went through a lengthy process and when I finished everything they discontinued the call without letting me speak to the inmate and still charged me $1.20. This happened 3 times. I was charged three times without ever being able to speak to the inmate. This is a stressful time given a loved one is incarcerated and this adds to the stress not being able to talk to him.

    • Initial Complaint

      Date:04/08/2025

      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.
      I've been sending money to an inmates account using ****************** for 10 years without a single problem. After 10 years of using the same card securus DECLINED my card. Without reason or recourse. Now they want me to pay a 3rd party to send money to securus so I can also pay securus money as well to put money on my brother's account!!! WITHOUT RECOURSE OR REASON WHY THEY DECIDED TO DECLINE A CARD THEY HAVE ACCEPTED FOR 10 YEARS!!!!!

    • Initial Complaint

      Date:04/02/2025

      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 purchased stamps to send messages to my incarcerated love one. Some of the messages sent to my love are not received on his end and I do not receive messages on my end. The facility does not offer the option to speak with a live person. I sent them several messages requesting for assistance. They reply with a ticket number but the issue is never resolved and they never replied with any further communication.

    • Initial Complaint

      Date:03/27/2025

      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.
      please see complaint in attachment

    • Initial Complaint

      Date:03/26/2025

      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.
      I scheduled a visit for my son for March 1st and paid for it. On march first We waited 30 min and never did any video come on. The visit never happened. Here is the info for that visit. Appointment ID: ********* Date: 2025-03-01 Time: 10:00:00 With: *********** ***** Duration: 20 minutes Prepaid Securus Video Connect Session Cost:Session Price: $4.95 Tax: $0.00 LESS: Credit Used: $(4.95)Transaction Fee: $0.00 I filed several emails requesting a refund then started using a different part of there website so I had proof. Case #******** and Case #******** They have not refunded me my money more responded to any request. They do not have an active agent phone number to call just pre recorded. On March 21st I sent my son a letter there system when I hit send *** sorry there was an error so I did it again. It actually sent the same letter 2 times charging me 4 stamps I requested 2 stamps too be returned. They again haven't given me back stamps. This company is just ripping people off with no way of getting our money returned. I do not want a credit to my account as Im done using there video service. I how ever do want my 2 stamps credited.

    • Initial Complaint

      Date:03/22/2025

      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.
      Hello, The nature of the complaint is that I had a situation which occurred where JPay intercepted $300 from my bank account back on the week of 10/11/24. The inmate did not receive the money and **** denied taking the payment from my account but my bank saw the withdraw.**** blocked my a count and the inmates account until I paid around $324. I was told that bank account could not be used again and my card was blocked. So I use another bank to send money to the inmate. The issue is that Securus Technologjes had nothing to do with JPay so Securus has taken it upon themselves to permanently block me from using any debit cards on my account and making me use moneygram whi h costs $4.99 to send money and then the money is not being uploaded to my phone account until 2-3 days later which is so unfair and an inconvenience.I have attempted twice which includes today, contacting Securus Technologies requesting the block to use debit cards be removed, and all they continue to tell me is that there is nothing they can do, it is the processing center which I have to report.

    • Initial Complaint

      Date:03/21/2025

      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.
      see attachements
      Click here to Get the File - use the Password: 06219423
      ************************************************************************

    • Initial Complaint

      Date:03/20/2025

      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.
      My husband is incarcerated in the New York prison system, I send money to securus technologies, so, that I can receive phone calls from his facility. Starting in January of 2025, I was not longer able to receive calls. I have contacted the company, and, there are no technical issues for why I can no longer get calls, nor are there any restrictions. I am requesting securus technologies refund the balance of my account.

    • Initial Complaint

      Date:03/15/2025

      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.
      I schedule a 30 minute visit with my grandson it holds the visit and my grandsons children wait patiently for the visit, a day before and even this Friday march 14th 2025 5 hours before the visit they canceled it. Send and email blaming the correctional facility. Which I. Have called several times and spoke to the facility and they become upset that they are being blamed by securus for dropping the visit. Which the jail says they have no control of liver securus. Which I have to hurry to get another spot. Which sometimes its a week out because everyday it says sorry we are having technical difficulties. This causes so much pain and hurt on families when this company does this and you can't talk to a human e mails are never answered I constantly check my app and website to monitor my visit but I also work full time and can't always see my phone. But then tears fall when the visit gets canceled and this is everytime I schedule one and every time it get canceled by securus not the facility. Why offer this service if you can't visit on days thay fit daily life, or when u log on to see they canceled it 5 hours before the visit this company is not right

    • Initial Complaint

      Date:03/13/2025

      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 01/24/2025 i accidentally placed $70.00 on media for my incarcerated inmate but i didn't understand that this category does not go to his main spending account. In order for that I would have to go through ****. My first concern is that on securus technology app, it doesn't describe what all is incorporated in "MEDIA" so that i can clearly know that would not what i should be selecting. well i accidentally did, and i called right away and requested a refund. they told me they placed a ticket and it can take up to 30days. so i call a few weeks later and they say it can take up to 30 business days and then i call on 03/07/2025 and they said they still cant help me but they can have a *** call me. so i said ok and they call me on Monday 03/10/2025 to tell me that they are not going to refund me my $70 that I've been waiting like 42 days for them to refund me. so i called my inmate and on march 10th 2025 he said he make a call and it went a little longer then usual so it ate some change into the $70 portion on march 10th 2025, they day they finally decide to call me. so i asked the securus technology *** when he used it because I've been calling to have them work on this refund and they said they couldn't tell me when he used change into the $70.00, that is because it was that exact day they called me that he dipped into the funds, even still they could return the $69 and change back to me! I mentioned it would be different if this was the first time this has ever happened but its the second time! both refund requests went outside the time frame and i kept calling on that too. they told me the same thing. my concern is if they just processed it in time i would not run into these issues. especially if the category, listed what is entailed in media. or a hint saying this doesn't fund the main spendable account. seems unethical and like they are finding a way to deny claims by taking a long time intentionally to not benefit the person requesting a refund.

    Securus Technologies, LLC is NOT a BBB Accredited Business.

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