Securus Technologies
Reviews and Complaints

Several emails have been sent across several months, asking for assistance into transferring stamps since JPay moved the messaging service to Securus.
None of the email requests have been answered, including the followup emails.
The robot answer system prevents interaction with humans, and so I am now looking at filing a complaint with the attorney general and any other search result I can find.

I paid for phone service with Securus over a year ago and the money was accidentally accredited to the wrong account in St. Louis County Jail. I had been told by your agent that I could fund an account at St. Louis City. I contacted your company and was told I would get a refund of my money and it would take a certain amount of time. I gave them all the information and never received my refund my name is Hegman Harris and I no longer have the numbers I was given in relation to the transaction. The money was supposed to go to an account for VonDina Payne.

I have loved ones in TDCJ. We have paid for multiple messages and neither party received the message. This system was supposed to be a faster way to communicate with our incarcerated loved ones, but instead our letters are lost, delivered weeks later, with no resolution in sight. It saddens me that so many of us are being scammed and not able to communicate with our loved ones.

I added $75 to my loved one's Securus debit account and it still won't allow them to call me. I added another $40 to my Advance Connect account and it has the status as "blocked". I speak with customer service and they say there is no block on my account, but when my loved one tries to call, it says I have no funds in the account to accept the call and requests even more money.

Hello my name is Brittany Pierce I have been contacting yalls company for multiple weeks now reguarding getting my account fixed I have to pay fees that wasn't my fault and have continously contacted yalls customer service to get my account fixed my husband hasn't been able to call in over 2 weeks for things I have no control over so I am reaching out once again in reference to immediately getting my account fixed so I can receive calls from my husband thanks Brittany Pierce [protected]

When a call goes to voicemail I am being charged without pushing number one to accept the call. So they're charging my prepaid securus account to hear their automated system on my voicemail. I have written them I have emailed them several times with the papers of the charges plus the voicemail pictures of the dates and times that coincide together. And I had told their technical support. I don't receive any emails back. And there is nobody I can talk to they do not have a customer service line. All they have is a robot that you text online nobody you talk to. And this issue has been ongoing for several months. At one point it put my prepaid account into the negative because of it.

I started out clueless thinking securus would be as simple as any other site. Securus does not seem to have any employees, only a very poorly written AI solutions center. I set up a SECURUS DEBIT account. Then SECURUS sent me a confirmation..."acct was successfully set up. Today SECURUS does not acknowledge that I have an account. Also My inmate cannot be found or located by name/state or I.D. --Charles McEachern, DOC# 148173 - Trinadad correction facility, Colorado. Please call me direct, lets don't do this by way of AI or chat, and it's a slap in the face to be offered the method of paying $1.00 or $55.00 a month. I am having actual problems setting this up or not understanding what your website wants . I want SECURUS to fix this so I can help my son.

I purchased 25 stamps. The funds were debited from my bank account but stamps were not added to my account. I attempted to chat with an agent, but the app was not responding. I called customer service and after holding for 30 minutes I received the worst customer service I've ever experienced! The agent was rude, told me she saw my purchase and acted as if I was lying about app showing zero stamps available. She refused to assist me or transfer me to someone else for help. I was so frustrated, that I hung up and called back. I sat on hold for another 30 minutes and thank goodness the agent I got was professional and very nice. She explained what the issue was and helped resolve the problem quickly.

My brother is an inmate at the Clements Unit in Amarillo, Texas. We deposit money into his account. He then has to buy stamps to send emails. I never receive his emails and he get charged for every stamp. He is owed over 15 stamps for emails he has tried to send to me and my siblings. Securus is stealing money from their accounts by not sending the emails to us. We are on his visitor list so there should not be any problems.

My brother is in TDCJ and I set up the phone where I can receive calls from him. It has worked for a year or so the last call I received was June 21 2023. He told my dad he has been trying to call me but every time he does it says restricted. I called customer service and tried to get help fixing the issue in July I was told he wasn't dailing the correct number. I waited about a month to see if it would fix and sent my brother my number again just in case. He called my dad again 8/20/23 and said he tried to call me 8-19-23 it still says restricted. I called customer service and they said that they can see everyone call attempted even if it shows restricted and then he has not tried to call. I explained how I understood that they are not showing his attempted to call me, but that is the issue that it's not showing his call attempts and it's not letting him call me. I asked to speak with the supervisor and was declined

There is no way to contact anyone with this company. If money is placed on the wrong account in error there is no way to get assistance in resolving this issue. I put 200 hundred dollars on media by accident but can not move to the inmate trust account. They say the have 24/7 customer service but there is not customer service of any kind. They have an automated system which doesn't provide any information about how to correct specific errors. The email system goes down is unreliable and again no way to contact this company. This company is the only way to help an incarcerated person with financial resources This company does not act on a manner which respects the dependence of vulnerable people who have no other avenue to get the resources they control.

You are the worst! I have tried to contact customer support and received no support. All I want to do is change my email address. Instead I go in circles with no human being to talk to. Why is there not an option to speak to a customer service person. If you can't provide customer service, stop calling it customer service. Inexcusable and unprofessional.

I have had an account with them for a couple of years, now suddenly they are blocking me from logging in, saying wrong email and password. then, when I try to create a new account, I get the we're sorry, we are having technical difficulties, or saying there is an error, call customer service and say error 101. then, when I call the customer service, I'm put on hold for 2 hours or more, or until my phone drops the call from lack of use.

Date and Time of Incident: July 21, 2023 at 10:47 a.m.

I called customer service to inquiry why none of my credit cards weren't being accepted. She stated that my credit cards had been flagged by the system for fraud.

After being transferred to a customer service manager, I requested an explanation about my account being flagged for fraud. He became rude and condescending in his responses.

June 6th 2023 securus charged my card $253 when I called to ask why as I have not used their company since 2020 I made a $10 charge they said no charge was made contact my bank,after contacting my bank concerning the $253 charge and filing a dispute with my bank they reached out to secures who said I made the charges,i have the letter showing that,Now securus asked me to file a inquiry i on June 8th 2023. I called both my bank they are supposed to be sending me the information why i was charged I have not received this yet. I’ve emailed securus all information showing charge,on june 5th 2023 securus operator when I called again said she found charge and was sending it to fraud department put in a ticket,in return they sent me a email on July 15 th That the inquiry form i was told to fill out was wrong as that was for calls I’m disputing , I only know i was charged and explained that an filled out form i was told to, so again I called July 15th and asked who do i fill out police report against operator said against whom used card i explained no one used card it never left my possession,an since securus charged me it must be against them,she said no,that technology theses days people don’t need your card so i asked again who should complaint be against,she couldn’t answer I am in need of some help as I’m not getting any assistance from securus technologies, concerning why I was charged and getting it returned I’m hoping all my documents came through thank you shari Mathews

I attempted to visit my daughter at the Franklin County Jail. I was unable to hear her using the phone. I tried 2 other phones with the same result. Someone else, visiting their daughter, had the same issue with 2 other phones. That means at the very least, the majority of the phones at that location (if not all), do not work. Because this site asked me to make a longer complaint, I shall throw in some meaningless dialog. I should not need to increase the length of my complaint, when the problem has already been thoroughly described. If the person responding to this, cannot summon the common sense to make sense of the complaint, please find a job you are capable of, such as cleaning toilets.

I have not been able to send postcards. They took $45 to give phone access? which included 88 postcards. Those are long gone. How do I sent postcards now? The website took all my credit card info INCLUDING THE 3 DIGIT SECURITY CODE? YOU CAN VIOLATE OUR CREDIT CARDS? NO OTHER WEBSITE KEEPS MY 3 DIGIT SECURITY CODE?

I had my card violated right after I used it in Securus last winter. My bank had to shut it down. Because of you!

I TRY TO SEND POSTCARDS IT TELLS ME I HAVE NO MONEY ON ACCOUNT? LOGS ME OUT. I GO IN CIRCLES!

I try calling the number on the postcard and Securus customer service says "we don't do postcards. We only do phone calls" what the heck? Just another Srcuris ripoff. I'm going to my local politicians, state senator to file complaints. This is a RIP OFF taking advantage of families. It's sick.

My loved one has a tablet with TDCJ and is located at the George Beto Unit in Tennessee Colony. His account number is #[protected]. He ordered a movie and was charged the fee. He never received the movie and when he tried to reorder the movie he gets an error message stating "the title has already been ordered" This incident occurred over a week ago and he still has not received the movie or a refund. He has filed a complaint, I have filed a complaint twice and I have tried to contact Securus via the contact information provided on the website. The only assistance I can get is for my phone account (which is not the issue we are having). We have never received a response about any of the complaints that either of us have filed. We need a solution to be reached and to be contacted back.

The services suck their website and app are always down they don’t care bout their customers and charge wayyy too much! Fir services that don’t even work half the time. And I’ve been dealing with them for years. They need to diff their issues seriously how many years of taking peoples money for [censored]ty service are going to pass by before something get done I understand technology is not always perfect but dam it only works 70 percent of the time and I pay for 100 percent as I’m sure a million others do! FIX YOUR SYSTEMS ALREADY