ComplaintsforSecurus Technologies, LLC
Government Contractors
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Customer Complaint:
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Complaint Details
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Initial Complaint
07/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On July 2/24 I added the above phone number to a Securus acct. They took a total of $45. from me knowing this phone (that I had purchased from Amazon renew) had apparently been used as a forwarding number from a house phone by the previous owner. ONE? they should NEVER have taken my money knowing I cant use the number. I called Tmobile, my service provider who sent me two invoices that I promptly provided to Securus. I've shown that the phone was now mine and not being used as a forwarding number. That was over 3 weeks ago. They told me that it would be corrected in their system by the 26th of July. When it never happened ? I called them only to be treated non chalantly and like its no matter that I live from the 3rd to the 3rd of each month and CAN NOT speak to my son. They proceeded to tell me that they needed an ADDITIONAL? 15 business days?? NO. they really should be honest and do their jobs. This is terrible. They also informed me that if I chose to close my acct? that i had to wait an entire month for a PAPER CHECK??? what ? This has always been a hard business to deal with but what they've done to me is beyond unacceptable. I want to speak to a supervisor and know WHY its taking this much time to correct my acct. I even shut off the call forwarding internally on my phone. That should['ve been enough to allow me to receive calls from my imprisoned son. I will be taking this as far as I can. This is my first step. then two other agencies who protect the elderly from people like thisCustomer response
09/01/2024
THEY FINALLY UNBLOCKED MY PHONE AND ALLOWED MY CALLS TO COME THROUGH. THEY STILL ARE A VERY BAD BUSINESS. NO ONE SHOULD HAVE TO GO THRU WHAT I DID OR BE TREATED THE WAY I WAS. THEY ARE NOT GOOD PEOPLEInitial Complaint
07/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My name is ************************* & on February ******* I paid $25.45 to Securus Technologies of ******,** in three separate payments, the first one was for $6.54 @ 7:36pm,the next payment was for $6.51 @ 7:41pm & the final payment was for $12.40 @ 8:05pm. The sole purpose of these payments were for video calls for my son (who was incarcerated in *******************,** @ the time) and I that we never had. I attached screenshots of the payments with this complaint. I just simply want my money refunded as soon as humanly possible because this issue has been dragging on for way too long. Thank you for your **************** to this most urgent matter, I look forward to hearing from you all very soon!Initial Complaint
07/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Have Securus Technologies to look into my request and find out why my account has been restricted from emessaging and purchasing stamps with my account.Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have purchased three music Albums. The albums total the following cost $36.31, $17.28, and ***** totaling $69.14. I am unable to download them therefore I would like a refund.Initial Complaint
07/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
As stated by all these complaints, I see I am not the only one having problems. Securus is a scam, and they are scamming people out of money I used my debit card to purchase stamps and they charged my card $26.75 but never gave me the stamps. They have any customer ********************** dont reply to emails and and their phone services are automated. I cant talk to anyone about this so basically I have been robbed for $26.75 and cant do anything about it and they know this and I am pretty sure it is on purpose because they dont care. They see this as an easy way to make money through contracts and kickbacks to the prisons while they extort family memebers to communicate with loved ones while at other times just outright robbing you. All these people here please lets get together and file a class action lawsuit. They shouldnt be allowed to get away with this. These are predatory business practices and outright theft. I have over 10 years of experience with these people and it never changes. This is wrongInitial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company provides phone calls for incarcerated individuals. I accidentally put $100 dollars to this company thinking it was for inmate commissary but didnt realize they only do phone services. The same day I put the money the inmate said I put it in wrong account so I called this company to get a refund. They agreed on refund and said it takes 10 to 15 business days. They also said that if the inmate uses the money in that time they cant refund the money. The inmate knew not to use this money because they were waiting for me to get refunded and put it in their correct commissary account. This company never provided me a email to say I was getting refunded and only provided me a reference number which is ********. After waiting ********************************************************************** my bank account and they said they were sorry and would have someone higher up expedite the issue. I waited another week and still never got a call or my money back. I called again and they said the case was put to higher up but said there was no amount of time they could get back to me. After more than a month I still never received my money so I called my bank. My bank said this company said the inmate used the money which is a lie so i never got my refund. The inmate has all transactions in their tablet which i have no way to get the proof. 100 percent the inmate did not use this money because Securus blocked my account when I called my bank. The inmate told me once again the money isnt in her account and never received it back. She looked in tablet once again and said nothing was used and has all proof of calls in her tablet. This company refuses to send me a email that says they were refunding me the money but will only give a reference number. They provided false information to my bank to keep the money because they know it is impossible for me to get inmates tablet. I have recorded phone calls where they agreed to refund. Next I will contact a *************Initial Complaint
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My husband is an inmate with *** in ***** in *********************** I have spoke to the prison about him not being able to make calls because the network is down, the prison told me it was out of their hands, that Secures maintains their own network within the prison. I have submitted several tickets due to not receiving emails, it may take days for them to be delivered. I have called about every time I get a phone call from my husband the connection drops because of the network connection on his ipad that secures provides. During the calls, you can only hear about every 3rd word, and I have yet to have a conversation with him that the call doesn't drop because of poor internet connection. The network goes completely out daily so he may not be able to call for hours because no signal of his ipad, They need to provide a reliable network so inmates can communicate with their families, more bandwidth is needed Secures is located in ******************************** ************** *******************************Customer response
06/25/2024
I was informed by a doc officer that this company will try to blame *** for the issues, but *** is not the cause of the problem, its the secures network, which is separate from the *** network that is the issue.Initial Complaint
06/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
For the past few months I have received an ungodly amount of unwanted phone calls from an inmate.I blocked my number through Securus but the calls were still coming in. I then created an account to manually block my number from all facilities. I received yet another phone call today!! If the phone calls do not stop, I am fully prepared to name Securus in a lawsuit. These calls are abusive, harassment and Securus is now aiding in the abuse.I am sick and tired of receiving the phone calls! Fix it or I'm suing!Initial Complaint
06/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been complaining to Securus Technologies about returning my ***** payment. All I get is the run around stating the issue is on my side. I cannot connect to my inmate/ loved one through their service. They are of no help. I want my refundInitial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Signed up for two separate video calls with my brother who is in the justice center and both times I was unable to talk to him. Received an email from the company saying their services were down a few days after the fact and I contacted them for a refund but never heard back. All I got was an automated email response saying a ticket was created for the issue. I tried a 2nd video call just minutes ago and had the same issue. I tried on the Securus app on my phone and even tried on a desktop computer and all I got were multiple error messages. Considering this is the only way to talk to my brother in prison, this is unacceptable.
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Contact Information
Customer Complaints Summary
560 total complaints in the last 3 years.
199 complaints closed in the last 12 months.