Securus, Inc.

Securus sends me an email, telling me that due to "non-payment", which is since ALL monthly payments have been made, that they have cut off my service, and yet, it is done hour AFTER they closed Customer Service for the weekendI get to wait all weekend to point out THEIR mistake, and they refuse to compensate me for the time I have lost, as well as the time I wasted to resolve thisTHEY ARE TO BLAME, I'M THE ONE WHO PAYS????

We were advised that we could not pay in full upon signing up for services nor could we cancel at anytime or non-renew our services unlessWe have not been able to contact this company to advise them as instructed 10 days in advance of our auto-renewal this month due to their website having lost its link, we cannot live chat with them, their phone # is not in service & we are unable to email them.Desired SettlementWe do not want to use this company. We do not want them to auto-renew our services.Business Response Securus is no longer in business therefore there will be no auto renewal by Securus. Consumer Response Thank you. We are satisfied that there will be a non-renewal since the company is no longer in business.Final Consumer Response

Service terminated by company saying I was slow on my payments, where as I made all my payments on time via CC and have recordsService terminated on 1/23/15 and till date no service is provided.I was given a call back by some one on Monday saying they has issues with their department and my account was all up to date and my services would be turned immediately.My services are not working and the lady who I spoke to today just kept saying my service is on and hung up on meDesired SettlementI would like them to pay for the days my service did not work.Business Response /[redacted]/A manager resolved Ms. [redacted]'s concerns prior to receiving this complaint. A VP spoke with Ms. [redacted] today to confirm that her service had been restored, her concerns addressed and to apologize for the unacceptable manner in which our representatives handled her calls. We consider this matter closed based on our conversation with Ms. [redacted] today.

Company is breaking the terms of our contract.We have a service contract with Securus which states that we receive free service so long as our device is functioning (lifetime contract). They tell us that they want to replace our device because or a problem they are having with their suppliers. As part of this replacement they are terminating our lifetime contract and insist that we go to a months/yearly contract. Additionally, they say we are not due any compensation for breaking the contract because they only intended for the lifetime term to last no more than three years, even though that concept is not stated in the contract.Desired SettlementWe wish either the lifetime contract be honored with the new device, or the full cost of the lifetime contract be refunded for breech of contract.Business Response /[redacted]/On July 5, 2014, notice was provided to Zoombak customers that the Zoombak technology platform would be shut down and service discontinued on July 31, 2014. All active Zoombak customers were given a special, limited time offer to upgrade to our next generation eZoom device, which operates on our next generation technology platform and does not use any of the equipment used to provide the Zoombak service. We offered a free eZoom device (a $99 value), free ground shipping (an $11 value) and discounted eZoom service plans. We waived all activation fees (a $15-30 value) and offered all customers a 30-day money-back guarantee on eZoom service.Our representatives spoke with Mr. [redacted] after he received this notice. A Manager offered him the deepest discount available on eZoom service. Yesterday we emailed Mr. [redacted] a letter with a further explanation of the discontinuation of Zoombak service and the terms and conditions of the Zoombak Lifetime Service Plan our records indicate were included in the binding legal terms and conditions customers had to click through and accept to activate a service plan and register on Zoombak's website. These terms clearly state that Zoombak is not obligated to support devices and service indefinitely. The terms also indicate that should the introduction of new technology and/or devices render the Zoombak Lifetime Plan devices unsupportable, Zoombak may at its sole discretion offer a Zoombak Lifetime Plan subscriber a discounted version of the new product or service. The Zoombak Lifetime Plan terms provided for a prorated refund if service was cancelled within the first 36 months of activation and that no refunds are available after 36 months of activation. Mr. [redacted] has requested a full refund of the Zoombak Lifetime Plan fee paid or a free lifetime service plan on the eZoom device. Mr. [redacted] is not eligible for a refund as his Zoombak Lifetime Plan has been in service for more than 36 months. Lifetime service plans are not available for the eZoom.We understand it is frustrating to customers to replace their device and service. That is why we extended the special offer for a free replacement eZoom device, free shipping, no activation fees, discounted service plans and a 30-day money-back guarantee on eZoom service. Mr. [redacted] received this offer. In addition, a Manager offered him the deepest discount available on eZoom service. Our offer exceeds what we are contractually obligated to provide. We hope Mr. [redacted] accepts. Additionally, if Mr. [redacted] has a contract with terms that differ from what our records indicate, we have encouraged him to send a copy to us so that we may review and act accordingly.Consumer Response /[redacted]/Will not deal with this company again. Regardless of their beliefs, this was a lifetime contract, which should be for as long as the product lasts, not as long as they want it to last. If they wanted a 3-year contract, then they should have called it a 3-year contract, not a lifetime. To me, this is a ripoff, and I caution anyone from dealing with the company as they will change the meaning of a word to what they want it to mean.

Securus refuses to honor the Lifetime contract purchased for my Zoombak tracking device.Several years ago I purchased a Zoombak tracking device for an automobile. I paid for having the unit installed. I activated the unit and paid for a lifetime service plan. Now Zoombak is canceling my contract. Zoombak is owned by Securus Inc. Securus Inc tells me that they have changed the "platform" which the tracking device uses and my Zoombak unit will no longer work. They have offered to send me a refurbished eZoom gps locator, however, I will have to activate it and enter into a monthly service contract. I have previously paid for a lifetime agreement which they will not honor. I have been informed that my Zoombak service will be stopped on July 31, 2014 and if I do not transfer over before that there will be additional activation fees.Desired SettlementI would like Securus Inc (Zoombak) to honor our original lifetime agreement. IF this requires them to send me a refurbished eZoom (which I will have to pay to install....again) and provide me with the lifetime service contract that has already been paid for.....This is what I prefer.If Securus Inc (Zoombak) are unable to honor the original agreement of our lifetime service contract then It should be refunded and their services will no longer be used.Thank youBusiness Response /[redacted]/On July 5, 2014, notice was provided to Zoombak customers that the Zoombak technology platform would be shut down and service discontinued on July 31, 2014. All active Zoombak customers were given a special, limited time offer to upgrade to our next generation eZoom device, which operates on our next generation technology platform and does not use any of the equipment used to provide the Zoombak service. We offered a free eZoom device (a $99 value), free ground shipping (an $11 value) and discounted eZoom service plans. We waived all activation fees (a $15-30 value) and offered all customers a 30-day money-back guarantee on eZoom service.Our representatives spoke with Mr. [redacted] after he received this notice. Following that conversation, a Manager left a voicemail for Mr. [redacted] and emailed him a letter with a further explanation of the discontinuation of Zoombak service and the terms and conditions of the Zoombak Lifetime Service Plan our records indicate were included in the binding legal terms and conditions customers had to click through and accept to activate a service plan and register on Zoombak's website. These terms clearly state that Zoombak is not obligated to support devices and service indefinitely. The terms also indicate that should the introduction of new technology and/or devices render the Zoombak Lifetime Plan devices unsupportable, Zoombak may at its sole discretion offer a Zoombak Lifetime Plan subscriber a discounted version of the new product or service. The Zoombak Lifetime Plan terms provided for a prorated refund if service was cancelled within the first 36 months of activation and that no refunds are available after 36 months of activation. Mr. [redacted] has requested a full refund of the Zoombak Lifetime Plan fee paid or a free lifetime service plan on the eZoom device. Mr. [redacted] is not eligible for a refund as his Zoombak Lifetime Plan has been in service for more than 36 months. Lifetime service plans are not available for the eZoom.We understand it is frustrating to customers to replace their device and service. That is why we extended the special offer for a free replacement eZoom device, free shipping, no activation fees, discounted service plans and a 30-day money-back guarantee on eZoom service. Mr. [redacted] received this offer. Our offer exceeds what we are contractually obligated to provide. We hope Mr. [redacted] accepts and returns the call from our Customer Service Manager. Additionally, if Mr. [redacted] has a contract with terms that differ from what our records indicate, we would encourage him to send a copy to us so that we may review and act accordingly.

Securus sends me an email, telling me that due to "non-payment", which is FALSE since ALL monthly payments have been made, that they have cut off my service, and yet, it is done 1 hour AFTER they closed Customer Service for the weekend. I get to wait all weekend to point out THEIR mistake, and they refuse to compensate me for the time I have lost, as well as the time I wasted to resolve this. THEY ARE TO BLAME, I'M THE ONE WHO PAYS????","neg-1

I have had a locator device and monitoring service through Securus since February 2013. There is a monthly fee of $19.99 per month of which is billed on/about the 22nd of each month. Securus has the means of contacting me through the use of an email address (used only for this service) and my cell phone number. I seldom check the email address - as I would do so if there was a problem of some sort.Up until yesterday, I was unaware of any issues with my subscription. When I logged into my account, I was unable to check on my device. I then called Securus and was advised that there apparently been a billing issue. The rep told me that February, March, April, May, June, and July billing periods were fine but that in August, the submitted monthly fee was declined. There were no issues with the months of Sept, Oct, November or December. The rep said that I needed to remit the past due balance for August, provide updated billing information, and that service would be reinstated upon doing so. Last evening, I reviewed my credit card billing statements and confirmed that August did not show a charge from Securus. I do not know why the charge did not go through, as there were sufficient funds in the account. I called Securus this morning and provided updated credit card information. The rep accepted the past due amount of $19.99 for August and said that my account would be reinstated within the next hour or so. Three hours later, I attempted to log into my account and was brought to the activitation screen. I called Securus and was told that I would need to "start all over", pay the activation fee, subscribe, etc. and start all over. This is NOT acceptable. This is NOT what I was told on TWO previous conversations. When asked to speak to a supervisor, I was told I would have to wait 24-48 hours!!! Ridiculous!Product_Or_Service: Location/Tracking ServicesAccount_Number: _XXXXX@comcastDesired SettlementFirst, an apology for being treated like this. Second, immediate reinstatement of my account and access to all my records/reports/etc - with no additional "activation" fee or "reinstatement fee". My subscription is paid to date/current. There are NO issues with payments. I should be entitled to receive continued services and the benefit of month to month as of February as well (according to the first 2 reps I spoke with).Business Response /[redacted]/There were two accounts in this Customer's name; a Zoombak account that was cancelled and an eZoom account that replaced it in February 2013. The eZoom account was suspended due to a missed payment and cancelled on January 2, 2014 through our normal dunning process. Once an account is cancelled, we are unable to retrieve settings and location history. The customer contacted support on January 3, 2014 and our representative reactivated the wrong account (Zoombak). The customer's request to speak a supervisor was resolved within 4 hours as he received a call from one of our supervisors on January 3, 2014 after 5:30pm as requested by the customer. The supervisor explained what happened to the customer and followed up with an email summarizing their conversation. The supervisor: 1 cancelled the Zoombak account reactivated in error and refunded the $19.99 charged back to the credit card provided, 2 explained there would be no attempt to collect the missed eZoom payment, 3 explained the customer will need to reactivate his eZoom account online through the normal process since service was cancelled, 4 provided a ticket number that the customer would need to provide to Customer Service after reactivating the eZoom in order to obtain a full refund for the activation fee, and 5 honored the customer's original term of service (via the ticket number) for the eZoom's reactivation (the customer would not be required to start a new 1-year term of service). Upon receipt of this complaint on January 9, 2014, we checked the system and saw the customer attempted to reactivate his eZoom at 9:05pm January 3, 2014. The activation failed because the credit card transaction was declined. There have been no further attempts to reactivate the eZoom. One of our supervisors called the customer on January 9, 2014, reached his voicemail and sent an email follow up instead. The supervisor apologized again for the customer's experience, offered to assist with the reactivation and sought to ensure his concerns had been resolved. The supervisor has made three subsequent attempts to reach the customer by phone without success. We stand ready to assist this customer when he is ready to reactivate his eZoom.

Tracker will not work properly. Bought a tracker for our business a couple of months ago and it worked at the needed location for about a month. It then stopped working and could be located. The SOS button wouldn't even work. We were told it could be a cell phone service issue. These trackers use T Mobile and we have countless work cells also with T Mobile and have service at the location so we know this is not the issue. We were told to send ours back in and a replacement was sent. The replacement also doesn't work. After paying for two months of service that we have not had, we told them that due to the replacement tracker also not working, we would need for them to return it, issue a refund for the months of service that we didn't have and refund the tracker amount. The service rep stated we were in some kind of contract which is untrue as we are on a month to month service plan. She then stated we could not be refunded as it was past the 30 days-despite the fact that both trackers in that 30 days DID NOT work. Desired SettlementIssue a refund for the two months of service we did not have and refund the tracker amount. This is quite simple. Consumers should not pay for items that do not work when the business was made aware of the issue immediately upon receipt of the product. If Securus fails to take proper action, we will return the tracker, cancel their payment via our credit card and dispute the two months of service fees with Visa. Business Response /[redacted]/We have worked closely with this Customer for some time to resolve the situation to include providing a replacement device at no charge and refunding one month's service fee despite finding no issues with the device upon its return for testing under warranty by our Engineering Team. We have explained to the Customer that poor cellular and GPS signal strength in the area where the devices are being used is the issue. (Note our devices use 2G coverage for M2M communications; not the 3G or 4G/LTE network used by most cell phones.) On the date this complaint was filed, the Customer posted a similar complaint on Facebook and a Supervisor contacted him that same day. Our Supervisor offered to cancel the account and waive the Early Termination Fee for each device despite being well outside of the 30-day Risk Free guarantee period. The Customer declined our offer and stated he would continue testing the devices. We have had no further contact with this Customer since 12/3/2013. Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)The business has finally fixed the issue and issued the refund from this past summer. Final Business Response /[redacted]/A supervisor spoke with the Customer on December 23, 2013. We offered, and the Customer accepted, a credit for two months of service.