Securus Technologies Reviews (%countItem)
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Securus Technologies Rating
Address: 4000 International Pkwy, Carrollton, Texas, United States, 75007-1951
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Now!, last 2 weeks, the calls are not coming through again. T-Mobile confirmed no issues on their end and are they confirmed they are not blocking the calls.
The robotic system urgently requires attention. The untrained live personnel exacerbate the situation. Their ill-mannered behavior poses a significant challenge, making the robotic system almost preferable—except for the fact that the system is also not well thought out. Immediate attention and corrective measures are imperative to ensure safety and efficiency.
This review required a rating, how can a negative be rated.
money from the phone account that wasn't in use got lost
Stamps don't get transferred
Charge you for stamps but do not deliver them
Emails do not get delivered
Music the inmate buys can't be downloaded
They have errors all the time and claim I have to do the buy later, charge me anyway
And they have the most annoying voice when you call, so your stress level gets high right away.
This company should be investigated and wonder why this is not happening?!Some People in prison are in for less crimes than what these people are committing! A disgrace !
Literally this is the worst company I have ever had to deal with. Terrible hold time and every rep is soooo rude!!!!! No email I send gets responded to. I WISH I DIDNT HAVE TO USE THIS COMPANY!!!!!
Wait! You say the rep is rude which implies you actually spoke to a rep? Please tell me how you were able to speak with a rep. What phone number did you contact? Can't wait for the answer lol. Do not know when your review was written. Mine? written May 13th 2023
1) The company number that you display here is disconnected. Their real number is on their current website
2) I was placed on hold during the time that my session was to run for 40 minutes. it took them 35 minutes to answer the phone.
3) They were not able to refund my money. Instead, they told me to wait until the time ran completely out, and then schedule another session, and they would "in some way" credit me for the new session. I asked for this in writing, and they were not able to guarantee it.
4) I am beside myself! I was to talk with my son, and it was ruined! Why this company is rated A+ is beyond me. Can the Revdex.com be so wrong?????
Calls cut off by service failure still billed
On 06/20/2020 my fiancé inmate *** Jr.#XXXXXX called me from UCI (Deathrow) with the services of Securus. He called me at 10:28 PM. If you check the call you will see that it was cut off quickly (less than 2 minutes) saying "error system", so he called me back and again after less than 2 minutes cut off "error system" and a third time same! We gave up after that.
I was charged $5.73 for each call, a total of $17.19 to talk to my fiancé for less than 6 minutes !!! I find this absolutely unfair, usually our calls last 15 minutes and I am billed $17.30. So I just paid almost the same price to the nearest penny to talk to him less than half the time!! and honestly we didn't even have a conversation. We are not responsible for this "system error". The proof is that after explaining what happened, he was allowed to call back the next day, which would never have been allowed if we were responsible. Now we are the ones who suffer the consequences.
Thank you for your time and hopefully your help.
Best regards,
Ms
I demand the reimbursement of the 3 debits of $5.73 on my account sécurus.
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding calls on her Securus
account from the Florida Department of Corrections ("FL DOC") - Union Correctional Institution in Raiford, FL.
Ms. indicates she has experienced an issue with her calls. She wants credits to be provided.
Investigation into this matter finds AdvanceConnect prepaid account number XXXXXXXX was established in the
name of *** on March 10, 2020 for billed telephone number XX-XXXXXXXXX.
It was found that good calls have been made. However, three calls were attempted on June 20th. They
appeared to be completed and were billed. They are listed below.
Date Time Term. ANI Mins Total
6/20/2020 22:28:14 01133975380575 2 $5.73
6/20/2020 22:28:14 01133975380575 2 $5.73
6/20/2020 22:28:14 01133975380575 2 $5.73
The three two-minute ($5.73) calls were reviewed. They had a call termination of "Recording was
Terminated". Credits totaling $17.19 have been provided and were added to her account.
Previously, credits for disconnected cell phone calls were not issued. A more customer friendly policy for
terminated phone calls was implemented. Information can be obtained on our website at
www.securustechnologies.com. After selecting the Family and Friends link, they can go to the Customer Care
tab and select FAQs (Frequently Asked Questions) - "I have a call that was prematurely disconnected".
Our customers may submit their completed form by:
Our website by attaching the form through our Ask A Question page
Faxing the form to XXX-XXX-XXXX
Mail form to PO Box 1109, Addison, Texas 75001 Attn: Inquiry Department
Upon evaluation of the actual calls, a partial amount may be provided depending on the duration of the call. If
a call is found not to be a disconnected call, no credit may be provided. It states on the form that an
investigation could take up to 5 days.
For our "Dropped Call Investigation Form" requirements, we completely understand our customers' frustration
with our policy. However, we ask that they are filled out so that Securus has written permission to pull the call
and listen so that we may investigate the issue and come to a resolution. Two forms will be mailed in case she
needs them in the future. Securus sincerely regrets Ms. frustration concerning her calls. If there should be any other
questions or concerns, she may write us at Securus Correctional Billing Services, PO BOX 1109, Addison TX
75001, Attn: CET.
Sincerely,
***
***
Corporate Escalation Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
They refund me.
My refund is approximately 45 dollars. I can never get thru to Cus Ser Reps. Revdex.com I am senior lady on SSI disability. Help me get my refund. I sick too
I had an acct XXX-XXX-XXXX. Securus was always closing it & reopening it. My son was upset that this kept happening SO my son pays for his own calls from his commissary money. Now he misses NO calls. I ask for a refund many times BUT I can never get thru to an actual person! I always get the run around from the automated system. I can NEVER CONNECT WITH ANYONE TO GET MY $45.00 balance that's left. Now since I closed my Securus acct & seek a refund, my sons haven't called me ALTHOUGH THEY PAY FOR THE THEMSELVES AT THEIR RESPECTIVE CORRECTIONAL FACILITY WITH THEIR OWN MONEY! It's cheaper if my sons pay for their calls. I want the balance of $45.00 sent to me. I want my sons to be able to pay the cheaper phone call prices thru Securus if Securus is the only company available to service correctional facilities. I don't know that because I requested a refund balance THAT THAT resulted in my sons NOT being able to call me But since I asked for a refund my sons HAVENOT called me. I want my REFUND $45.00 AND I want my sons calls to be RESUMED by Securus IF Securus STOPPED THE CALLS.
1. I want a refund of approximately $45.00. 2. If Securus is blocking my sons calls because my sons are paying for cheaper call at the correctional facilities end, please cease & desist Securus. 3. If I need Securus because Securus is the only company that the correctional facilities use THEN I will reopen the Securus acct with a ZERO BALANCE because my sons pay for the calls on their end. 4. Securus may only be a necessary intermediary or a go-between BUT refund my money & allow my sons to pay the cheaper fees AND allow their calls to go thru IF SECURUS IS BLOCKING THEM.
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***'s complaint regarding a refund issue for an account for calls from the Illinois Department of Corrections ("IL DOC") - Joliet Correctional Center in Joliet, IL.
Investigation into this matter finds AdvanceConnect prepaid account number XXXXXXXX was established in the name of *** on July 19, 2018 for billed telephone number XXX-XXX-XXXX.
Ms. indicates that she continues to have issues attempting to get a refund for a payment made to her account.
Upon receipt of her complaint, research was done regarding the $50.00 payment which was made on July 19, 2018. It was found that a few good calls were made after the payment was made leaving her account with a balance of $45.80. Her account was closed on June 14, 2020 which initiated the refund process. The refund for $45.80 will be processed via check. It will be sent to the address on her account which matches the address on her Revdex.com complaint. This process will take 2 to 3 weeks. Reference check number: XXXXXXXXX, date: XXXX-XX-XX.
Securus sincerely regrets Ms. frustration concerning her refund issue. If there should be any other questions or concerns, she may write us at Securus Technologies, PO BOX 1109, Addison TX XXXXX, Attn: CET.
Sincerely,
***
*** Corporate Escalation Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my refund. Thank you.
Securus will not allow me to update any card information to add money to my account. Every time I click select card type no cards show up. So how will I be able to add money on my account when no selection of cards pop up ? My account also says it has been blocked which that can't be possible because I always pay. What do I do I can't add any money to anything because I can't even pick a card type it isn't giving me any options of cards online at all. I usually use my debit card to make payments online or on the phone. They don't give me the option to use my debit card on the phone now only Moneygram, West Union, and Checks. How can I add money now. This is horrible.
I tried to set up video service each time declined . My bank and cc were charged a total of 255.52 in one day. 31.94 8 times. I can not get a response
I used my debt card on 6/9 several times to purchase video . It told me it was invalid and to call my bank . I then used a credit card with the same response. I tried to set up a call but said the jail was not accepting video calls. On 9/10 I checked my accounts and Securus had taken 31.94 7 times in a row from my bank and 1 time from my credit card. I can not speak to anyone in person and the automated system leads me know where. I need my money.
I want my money back that I did not authorize them to take. 255.52
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***'s complaint regarding her account for video visitations from the Okaloosa County Department of Corrections in Crestview, FL.
Ms. indicates she had video visitation payment issues with her Anywhere Video Visitations unlimited subscription. She stated that she was charged multiple times and wants a refund.
Investigation into this matter finds Video Visitation account number XXXXXXXX was established in the name of *** on August 4, 2016 for billed telephone number XXX-XXX-XXXX.
Ms. account was previously closed on July 29, 2019 which caused the new subscription attempts to fail. She attempted to re-enroll / pay 8 times @ $31.94 each for unlimited Anywhere Video Visitations monthly subscription on June 9th.
Upon receipt of her complaint, her account was reviewed, and the issue was sent to the Customer Service Escalation team.
The 8 payments were refunded back to her account for the $31.94 each totaling $255.52 back to the Visa credit card that made the payments ending in XXXX-XXXX-XXXX-***. The standard time is 10 - 12 business days but can be sooner. We apologize for the inconvenience.
The Securus SVV team number is XXX-XXX-XXXX. Reduced hours are in place for safety reasons during the Covid19 pandemic.
Securus sincerely regrets Ms. frustration concerning her reported payment issue. If there should be any other questions or concerns, she may write us at Securus Correctional Billing Services, PO BOX 1109, Addison TX XXXXX, Attn: CET.
Sincerely,
Lonnie *** Corporate Escalation Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
They were fairly quick to return my money. I am completely satisfied with their response. I feel they should take a little care in making sure this doesn't happen again. It has happened to me twice now.
I cancelled my account on May 15, 2020. The employee didn't submit my cancellation. I was charged again on 6/6/20. Securus wouldn't refund my money.
I cancelled my account on May 15, 2020. The employee didn't submit my cancellation. I was charged again on 6/6/20. Securus wouldn't refund my money. They then started that I would have to go through the dispute process online to have my money refunded, but there is no option to do this online. The customer service representative couldn't even locate my email or account. They cancelled my phone account, the Adam's said I wouldn't have to do anything more, but I was charged again on the 6th of June for a service I can't use. I tried to go online & remove my credit card info from my account, there was no credit card information on there... So how & why was I charged again? They said that you have to call & cancel both services phone & video separately, yet the against that cancelled my phone account never told me this. He in fact said I didn't have to do anything more.
I would like the $32.46 refunded back into my checking account.
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***'s complaint regarding her account for video visitations from the Hays County Law Enforcement Center located in San Marcos, TX.
Ms. indicates she had video visitation issues with her Anywhere Video Visitations unlimited subscription. She stated that she was unable to have the scheduled visits and wanted a refund.
Investigation into this matter finds Video Visitation account number XXXXXXXX was established in the name of *** on April 3, 2020 for billed telephone number XXX-XXX-XXXX.
Ms. had subscribed and initially made a $32.46 payment for unlimited Anywhere Video Visitations monthly subscription on April 6th with a follow up payment on May 6th. These are automatic payments unless the customer unsubscribes. Another payment was made automatically on June 6th.
The monthly subscriptions are automatically renewed. Per the Terms and Conditions, the subscription must be cancelled via the website. It was found that her Loved One had been released from the Hays County Law Enforcement Center. She may want to go ahead and cancel the monthly subscription.
A review of her scheduled video visitations found that she and her Loved One had multiple good video visitations through May 14th following her subscription. No good video visitations were found after the last payment.
Even though these payments are not refundable, we have provided a one-time courtesy refund for the $32.46 back to the Visa credit card that made the payment ending in XXXX-XXXX-XXXX-2834. The standard time is 10 - 12 business days, but can be sooner.
Securus sincerely regrets Ms. frustration concerning her reported payment issue. If there should be any other questions or concerns, she may write us at Securus Correctional Billing Services, PO BOX 1109, Addison TX XXXXX, Attn: CET.
Sincerely,
*** Corporate Escalation Manager
They are a complete rip off I owe nothing and I'm not able to receive calls at all then they said they tested my line which is a complete lie and they sent it to tech which means nothing Do Not Use this company
My complaint is about a refund/ credit inmate debit account and to have my account unblocked from using my credit cards to add funds.
I, ***, am writing in reference to an inmate debit account for Antoine Powell -XXXXXXXX, who is no longer located at the Dallas County Jail. He is now located at the Robertson Unit (XXXXXXX) in Abilene, TX. I added $50.00 to Antoine's inmate debit account on or about March 13, 2017, using my MasterCard ending in 1729. When my son informed me that funds were missing from his account, I contacted Securus via Chat. I informed the representative about the issue. I was then advised to complete an Inquiry Form (for Securus) and dispute the fraudulent calls with my credit card company, which I did. To date, I have not received a response to my inquiry from Securus. Every time I ask about the issue, I am told that the inmate must contact Securus or Securus does not deal with inmate's accounts, the facility does. Which is incorrect because Securus, not Dallas County Jail, provided my credit card company with the inmate call log to show that the funds were added to his account. However, Securus did not address the dispute of the fraudulent calls made on the inmate debit account. On or about October 26, 2018, I added $60.00 to the inmate debit account using MoneyGram money order number RXXXXXXXXXXX X. The money order was cashed on October 29, 2018, but the funds were not credited to the inmate account. I had to send copies of the money order and send an injury to the mailbox to bring this issue to someone's attention. The funds were eventually added to the inmate debit account. However, he only had about $14.00 available to use once the $60 was added to his account. Secure withdrew $50 again for the disputed fraudulent calls made on my son's inmate debit account. The letter from Barclay credit card clearly states that the disputed $53 was added back to my account and all this information was provided to Securus. Securus claims the money still has not been paid so when the $60 was added, they took the funds they claimed was owed. The person in the accounting department clearly do not understand the $50 was paid when Barclay added the $53 charge back to my credit card because they can only dispute the $53 charge and not the fraudulent calls. The $53 was never the issue and communicated to Securus, it was the fraudulent calls. On May 3, 2019, a supervisor contacted me. I explain my issue to her, and she was going to expedite my request and was going to call me back the following week. To date, I have not received a call from her or anyone else from Securus concerning this matter. I have paid this $53 charge twice and I want what is owed to me returned. I have not received any help over the last three years. I have spent countless time and effort in getting this issue resolved. The last thing said to me in reference to this issue is that if there is not anything new, then I won't be contacted. I previously was under a different account until I started having issues. The password *** 0613 and my current password *** 1993. The account is under my email (provided in this complaint and the same phone number).
I am requesting a full refund for all owed funds either by check, credited to my direct bill account or to the inmate debit account with provide of the credit issued. securus shold compensate me for the countless hours I have spent trying to resolve this issue on my end.
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***' complaint regarding payments made for calls from the Dallas County Lew Sterrett North Tower located in Dallas, TX.
Ms. indicates she has experienced an issue pertaining to her payment made into her Loved One's account. He was unable to use them and she was denied a refund.
Investigation into this matter did not find an AdvanceConnect account established in the name of ***. No funds have been added to this account for calls to be made. She had chosen to add funds into her Loved One's Inmate Debit account.
Upon reviewing her Loved One's account and her payments, it was found that the $50.00 payment was made into her Loved One's Inmate Debit account, one on March 19, 2019.
Once the payment reaches her Loved One's Inmate Debit account, it would become his/her property. They could be used to call any telephone number that is not blocked by the facility.
Due to federal privacy rights, Securus can only provide limited information regarding her Loved One's Inmate Debit account.
Good calls were made using the funds throughout his stay at the facility. He was released on February 11, 2020. At the time of his release, he had very little remaining in his account. He was transferred to TDCJ - Robertson.
Securus sincerely regrets Ms.' frustration concerning her payment and her Loved One's / calling account issue. If there should be any other questions or concerns, he may write us at Securus Technologies, PO BOX 1109, Addison TX XXXXX, Attn: CET.
Sincerely,
Lonnie *** Corporate Escalation Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
The print-out of the inmate's call log, which securs claim they have no access to; only to add funds, account clearly shows the calls that was made on the account. When I sent the call log to my son, He put an X nect to the fraudulent calls. I called a number and got not answer. Later a received a returned from the number. It was a hispanic lady. She stated she had a son and another family in Dallas jail, but she did not disclose any names. When I deposited $60 into his inate debit account, Securus took $50 saying the deputed $50 was never paid and needed to be paid. I explained to them time and time again, the $50 charge was not the issue, it was the fraudulent calls. Securus customer service told me to dispute the issue with my credit card company. That was the easy way for the representative to handle issue and cause me to have so many problem because they didnt properly do the job. Moreover,the letter from Barclay credit card company clearly states the $50 charge was added back to my account because the charge was valid (statement previously submitted and submitted to Secures on multiple occassions). Therefore, I paid the $50 charge twice, once on my credit card and again when they took the $50 when the $60 money order was submitted to be deposited into his inmate debit account. Although the depute was for the fraudulent calls made on the account, the customer service representative via Chat told me to dispute it with my credit card company. In turn I did. After the fact, when I got the letter and inmate call log. I do not have any more call logs because
They said the inmate has to call about the account and they only have access to add money to the account. The facility handles the inmate debit account. As you see Securus provided the call log to my credit card company and not the facility. That was another lie told. Besides, how will the inmate call about the account? If you was to get the additional print out from his call log and additional information my my previous account password *** and the current account password *** you will see the history and what went on unless the altered the account.
ZERO STARS! Complete rip off!
All promotional information indicates that the facility offers emessaging, so I added funds only to find that it was not true! When I called (waited 34 minutes to speak to someone) only to be told that "they will look into it" but no return communication will be made. I will have to call back in 48 hours! No refund, no apology, no compassion!
During the no-visit policy at all jails during the COVID-19 quarantine, you would hope price gouging for telephone or email messaging would be illegal.
I purchased virtual stamps to message someone in jail and Securus reduced my ability to 99 characters. Customer service is basically non-existent
On may 4, 2020 I purchased virtual stamps for $5.95 from the securus app to message my nephew in jail with important information. I have used this product before and have sent messages with no problems before only this time securus reduced my character limit down to 99 with no explanation. This is hardly enough for even a proper greeting. Ive emailed them and called their customer service number to no avail. They have a chat option that claims to be 24/7/365 but when I click on it the app says that nobody is available. It would be nice to at least be able to reach customer service for a refund but it seems like they make it very difficult to do so and make you lose money and waste time. They need to be held accountable for price gouging and not delivering what they promise to their customers especially during a pandemic that doesnt allow us people to do visitations in jail.
I want securus to give the proper and adequate character limit for a full length electronic letter. Im not paying for text messages. Even those have a higher character limit. This is predatory and ridiculous
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***'s complaint regarding his account for messages with his Loved One at the Brazoria County Sheriff's Dept Jail in Angleton, TX.
Mr. indicates he was dissatisfied with the 99 character limit on his EMessaging communications sent to his Loved One.
Investigation into this matter finds e-messaging account number XXXXXXXX was established in the name of *** on February 16, 2020 for billed telephone number XXX-XXX-XXXX.
He was using our e-messaging platform to communicate with his Loved One and had a 99 character limit for his EMessaging communications. The standard character limits are 2000 characters but can be set differently by the facility.
Further research found that the limit was recently increased to 300 characters.
Securus sincerely regrets Mr.' frustration concerning his EMessaging issues. If there should be any other questions or concerns, he may write us at Securus Technologies, PO BOX *** Addison TX XXXXX, Attn: ***
Sincerely,
Lonnie ***
Lonnie *** Corporate Escalation Manager
I made a deposit via Securus to an inmates account. inmate no get before release. run around from Securus for refund
I deposited 100 to an inmate fund account. inmate was released before the money was deducted from my account. securus says that after the money is sent they have no further dealings with it. the jail says different. the inmate is supposed to 'get the money from western union' but there is no transaction number involved so how does the inmate get the money or I get my refund? THey say the jail handles everything but they use Securus' system on their end too.
refund to the card that made the deposits (image the transactions included). Or give me the transaction number(s) so I can have my released inmate go pick the fund up. Refund is preferred. No CHecks
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***' complaint regarding his payment into his Loved One's account for calls from the San Diego County - Las Colinas Detention & Re-Entry Facility located in Santee, CA.
Mr. indicates that he had payments into his Loved One's account. She was released prior to being able to use them. He wants a refund.
Upon receipt of his complaint, his payments were reviewed. Two $50 payments were found. They were added to his Loved One's account. However, good Inmate Debit account call attempts were not found. Further research found an issue with the Inmate Debit account where the funds had to be used for another purpose.
Due to federal privacy rights, Securus can only provide limited information regarding another person's phone account.
He had submitted a Customer Service ticket on April 30th via email. It included an attachment with the payment information. His issue was escalated, and a $109.00 refund was provided for the two payments including payment fees on May 4th.
Securus sincerely regrets Mr.' frustration concerning his reported payment issue. If there should be any other questions or concerns, he may write us at Securus Correctional Billing Services, PO BOX 1109, Addison TX 75001, Attn: CET.
Sincerely,
Lonnie Golden *** Corporate Escalation Manager
(The consumer indicated he/she ACCEPTED the response from the business.)
my card was refunded the two payments so I thank you
I was hoping to give a better picture of what I have been going through! They're parasites, 6 hours I was on hold! Haven't talked to my son in over 2 months! I've been put off, lied to and totally ignored! They prey off of the brokenhearted. They can't fix my account or make a new one! Yet, they are the only option I have! It's so disgusting and disrespectful how the treat their paying customers, and I cannot express this enough! I had someone call me and my account was supposed to be fixed, but she was supposed to send me an email that I was supposed to login to my account through. Never got it. I pretty much begged them to help me all day yesterday, but they still ignored me! She was supposed to have credited 5.00 to my account for having such a horrible experience with them. I had almost 10.00 on my account. My son called the night after, he said his name, I accepted the call and said hello. That was IT! My total went all the way down to about 2.50 which is not even enough to cover a call. Someone dropped off a money order for me at western union about a month ago, and in entering it in to the system they changed my name on the account to hers! I would like to talk to my son! I can't even visit him because of this virus thing, and I'm currently on probation! I'm having a difficult time at keeping my sanity with everything that has been happening in my life and I don't have time, or the desire to constantly battle with these people! As I said Hamblen County Jail in Morristown Tn only uses their services! Please help me find a way to put a stop to this craziness! All I want to do is see what is happening to my son! He suffers depression already and has at least 8 years and they're trying to add 15 to 25 more, and he's not getting a fail at all! He has no one to talk to, either!
Thank you!
Hello. We apologize for your frustration. In review of your account we have gone back and adjusted everything to show that you now have one account. Please make sure if any future payments are made via Western Union, that you include your Account Number. This will prevent a duplicate account from being created. In addition we have also made adjustments/credits for the two calls that were less than five minutes. We have also made sure that the courtesy credit was applied to your account as originally discussed. We will review the calls with the Call Center agent as we strive to provide outstanding Customer Service. Should you need anything else, please let us know.
I have sent several complaints about failed video calls. This company's only resolution was a prerecorded note on how to reset my device and no refund
I made multiple payments for video visitations, and several of them failed to load, while still charging. I screen recorded and collected snapshots of the videos saying they were currently active, but with no true connection. Many of them have worked previously on the same network and device, but these issues were obviously on the Securus end. I spoke to a representative who notified me that the 1st issue would allow an automatic refund, but I would need to submit a form to request refunds for any other failed visits moving forward. I faxed in multiple requests on different occasions, totaling to $35, but their only response was a link on how to troubleshoot my device. I spoke with an agent, and was notified that this is an issue that happens often but unfortunately there was no way to directly speak to anyone about it--their only suggestion is to email and wait for a response. Something I had already done multiple times before.
A refund of the $35 mailed in check, and not simply applied to the account. Along with my remaining balance of $15 that was returned when the inmate was released. Totaling in a paper check or direct refund to the billed card for $50
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***'s complaint regarding video visitations with her Loved One at the Fulton County Jail in Atlanta, GA.
JPay, a Securus Technologies Company, hereby responds to her complaint regarding her video visitations had issues. She was provided credits but wants refunds.
Investigation into this matter finds SVV account number XXXXXXXX was established in the name of *** on December 19, 2015 for billed telephone number XXX-XXX-XXXX.
She reported the issues on February 10th with her at home video visitation sessions. Upon receipt of his complaint, an investigation was initiated. She had multiple good visits up until February 6th. She had one scheduled visit on February 9th and two on February 10th that were cancelled by the facility. These visits were automatically credited back to her account and the funds are available for future visits.
Refunds can be obtained by closing her SVV account. Refunds would be sent back to the credit card(s) making the most recent payments.
It was found that her Loved One was released on February 10th which may have caused her visits to be cancelled. No other video visitation activity has been seen on the account. We have started the process on May 19th to have the three $5.00 payments refunded back to the credit card(s) individually by closing her account. This process can take 10 to 12 business days but may be processed in 4 days. No other refunds will be provided.
Securus sincerely regrets Ms.' frustration concerning her video visitation issues. If there should be any other questions or concerns, he may write us at Securus Technologies, PO BOX *** Addison TX XXXXX, Attn: ***
Sincerely,
Lonnie ***
Lonnie *** Corporate Escalation Manager
Phone services don't work
3 phones approved ONLY 1 sometimes 2 will be able to accept calls. Been calling on this since Dec. Im missing many calls from my loved one. especially during this trying time. All we have is our phones its important to be in contact.
Just fix your services
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***'s complaint regarding calls from her Loved One at the Florida Department of Corrections (FL DOC) - Tomoka Correctional Institution located in Daytona Beach, FL.
Ms. indicates that she is having issues receiving / accepting calls from her Loved One. She would like the issue fixed.
Investigation into this matter found AdvanceConnect account number XXXXXXXX was established in the name of *** for billed telephone number XXX-XXX-XXXX.
Hardware issues are reported to our Technical Support team by the facility after which tickets are created. After an initial review of the ticket, our Field Service team is notified, and the Field Service Technician is dispatched. Facility visits are also made by the Field Service Technician on a regular basis to do repairs that have been reported.
We would like to note that due to the COVID-19 pandemic, our Field Service team has been operating under the restrictions put in place by each of the facilities that we serve to protect the health and wellbeing of facility staff and the inmates. Access to the facilities have been limited. We apologize for any inconvenience or delays this *** cause.
Securus sincerely regrets Ms. frustration concerning her call issue. If there should be any other questions or concerns, she *** write us JPay, a Securus Technologies Company, PO BOX *** Addison TX XXXXX, Attn: ***
Sincerely,
Lonnie ***
Lonnie *** Corporate Escalation Manager
Jail and prison inmates keep calling me at home late at night using Secureus telephone service.
Inmates from the South Hampton regional jail keep calling me at home *** late at night using Secureus telephone service. Secureus makes it impossible for me to talk to a live person. The Secureus service customer service has a lengthly recorded message that has an option to opt out my telephone number from all of therir calls. I have selected this option and still get inmate calls on the Secureus system.
Have Secureus answer in writing they will not ever allow calls to my home a XXX XXX-XXXX or XXX XXX-XXXX
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to Joseph *** complaint regarding calls from from his Loved One at the San Bernadino County West Valley Detention Center located in Rancho Cucamonga, CA.
Mr. indicates that he is having issues receiving / accepting calls from his Loved One to the telephone number XXX-XXX-XXXX. He would like the issue fixed.
Investigation into this matter did not find an account for Mr. Tehnet under the telephone number (XXX-XXXXXXX) that he provided.
Upon receipt of his complaint, research was done regarding the call attempts made to the telephone number that he provided. They were made by the inmate using his Inmate Debit account that is made available to the inmates at that facility. Mr. has received calls to *** (see below). Good calls were made through March 13th with an additional one on March 18th. The calls starting on March 18th that were not completed show to have standard "Called Party Busy", "Called Party No Answer" and "No Positive Acceptance" call endings.
Dialed# Start Time Dur.(s) Call Status Term Cat. XXXXXXXXXX XX/05/2020 19:41:20 1167 complete XXXXXXXXXX XX/10/2020 21:17:30 233 complete XXXXXXXXXX XX/10/2020 21:35:11 458 complete XXXXXXXXXX XX/13/2020 14:30:05 1173 complete XXXXXXXXXX XX/18/2020 20:22:49 0 incomplete No Positive Acceptance XXXXXXXXXX XX/18/2020 20:43:41 0 incomplete No Positive Acceptance XXXXXXXXXX XX/18/2020 20:46:07 0 incomplete No Positive Acceptance XXXXXXXXXX XX/18/2020 20:50:20 1167 complete
XXXXXXXXXX XX/24/2020 20:41:52 0 incomplete No Positive Acceptance XXXXXXXXXX XX/24/2020 21:18:40 0 incomplete No Positive Acceptance XXXXXXXXXX XX/24/2020 21:20:59 0 incomplete No Positive Acceptance XXXXXXXXXX XX/06/2020 16:23:43 0 incomplete No Positive Acceptance Our Customer Service agents were not contacted. Upon receipt of the Revdex.com complaint and reviewing the call attempts, the issue was escalated to our Network Engineering team. The Network Engineering team notified our carrier that was handling the traffic. An adjustment was made, and a good call was made on April 7th. Securus sincerely regrets Mr. Tehnet's frustration concerning his call issue. If there should be any other questions or concerns, he may write us JPay, a Securus Technologies Company, PO BOX 1109, Addison TX XXXXX, Attn: CET.
Sincerely,
Lonnie ***
Lonnie *** Corporate Escalation Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Securus Technologies "Securus" claims I have "issues receiving / accepting calls from his Loved One". This is a false representation of the problem and my complaint. Of course, I do not have or want a Securus account. I do not have any "Love One" in correctional custody and to my knowledge never have had. My complaint concerns multiple calls from unknown persons using Securus' system. I do not know if these calls are random, made in error, or are deliberate to my telephone number. My complaint concerns the extreme difficulty Securus subjects non-account holders to when non-account holders attempt to halt these calls. If the inmate hangs up while I am listening to Securus' recording asking me to pay for the call, I am not given the opportunity to opt out and block future Securus calls. When I was able to select this option, I received calls weeks later - optout did not work. Calling Securus to resolve this problem is a frustrating waste of time. After listening to a very lengthy recorded message, Securus does allow me to opt out of future calls and does not allow me to speak to a live person.
Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***'s complaint regarding calls from from his Loved One at the San Bernadino County West Valley Detention Center located in Rancho Cucamonga, CA.
Mr. indicates that he is having issues receiving / accepting calls from his Loved One to the telephone number XXX-XXX-XXXX. He would like the issue fixed.
He was informed on April 8th that: Investigation into this matter did not find an account for Mr. under the telephone number (XXX-XXX-XXXX) that he provided. Upon receipt of his complaint, research was done regarding the call attempts made to the telephone number that he provided. They were made by the inmate using his Inmate Debit account that is made available to the inmates at that facility. Mr. has received calls to 757-250-3434 (see below). Good calls were made through March 13th with an additional one on March 18th. The calls starting on March 18th that were not completed show to have standard "Called Party Busy", "Called Party No Answer" and "No Positive Acceptance" call endings.
Dialed# Start Time Dur.(s) Call Status Term Cat. XXXXXXXXXX XX/05/2020 19:41:20 1167 complete XXXXXXXXXX XX/10/2020 21:17:30 233 complete XXXXXXXXXX XX/10/2020 21:35:11 458 complete XXXXXXXXXX XX/13/2020 14:30:05 1173 complete XXXXXXXXXX XX/18/2020 20:22:49 0 incomplete No Positive Acceptance XXXXXXXXXX XX/18/2020 20:43:41 0 incomplete No Positive Acceptance XXXXXXXXXX XX/18/2020 20:46:07 0 incomplete No Positive Acceptance XXXXXXXXXX XX/18/2020 20:50:20 1167 complete
XXXXXXXXXX XX/24/2020 20:41:52 0 incomplete No Positive Acceptance XXXXXXXXXX XX/24/2020 21:18:40 0 incomplete No Positive Acceptance XXXXXXXXXX XX/24/2020 21:20:59 0 incomplete No Positive Acceptance XXXXXXXXXX XX/06/2020 16:23:43 0 incomplete No Positive Acceptance Our Customer Service agents were not contacted. Upon receipt of the Revdex.com complaint and reviewing the call attempts, the issue was escalated to our Network Engineering team. The Network Engineering team notified our carrier that was handling the traffic. An adjustment was made, and a good call was made on April 7th.
Ms. has replied back to the Revdex.com and indicates that he is dissatisfied. He stated that he does not have any "Love One" in correctional custody. He has concerns about the extreme difficulty Securus subjects non
This document contains Confidential Customer Proprietary Network Information (CPNI). Please do not place in public record.
4000 International Parkway Carrollton, TX XXXXX Attn: Corporate Escalations Phone: XXX-XXX-XXXX Web: www.securustech.net
account holders to when non-account holders attempt to halt these calls. If the inmate hangs up while I am listening to Securus' recording asking me to pay for the call, I am not given the opportunity to opt out and block future Securus calls. When I was able to select this option, I received calls weeks later - optout did not work. Calling Securus to resolve this problem is a frustrating waste of time. After listening to a very lengthy recorded message, Securus does allow me to opt out of future calls and does not allow me to speak to a live person.
Upon receipt of his follow-up complaint, his issue was reviewed. We are not saying that he knows an inmate at the facility or has accepted the calls. However further review finds that the additional long duration calls were held by someone who has access to the cell phone.
Site Dialed# Start Time Dur.(s) West Valley Detention Center, CA XXXXXXXXXX XX/09/2020 13:30:56 1186 West Valley Detention Center, CA XXXXXXXXXX XX/13/2020 19:22:33 1187 West Valley Detention Center, CA XXXXXXXXXX XX/17/2020 19:44:22 1176 West Valley Detention Center, CA XXXXXXXXXX XX/22/2020 11:30:43 1188 West Valley Detention Center, CA XXXXXXXXXX XX/27/2020 13:40:27 212 West Valley Detention Center, CA XXXXXXXXXX XX/28/2020 17:33:52 1167
Calls are only billed when the call is accepted by the called party. The inmate is funding the calls with their own Inmate Debit account. In our experience, calls that are accepted and last for lengthy durations as noted above are not wrong number calls. Possibly, a family member is accepting the calls.
He can contact our Customer Service department to have the telephone number blocked. We apologize for the difficulties that non account holders have getting through the Customer Service prompts. Email requests can also be submitted via the Securus Technologies website. He will need to provide proof of Ownership - a current telephone bill in his name.
Securus sincerely regrets Mr. Winstead's frustration concerning his unwanted call issue. If there should be any other questions or concerns, he may write us at Securus Correctional Billing Services, PO BOX 1109, Addison TX XXXXX, Attn: CET.
Sincerely,
***
*** Corporate Escalation Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Securus Technologies "Securus" continue to claim I have "issues receiving / accepting calls from his Loved One". Securus continues this false representation of the problem and my complaint. Securus has documented multiple, unwanted calls from incarcerated inmates using Securus Inmate Debit accounts. Securus does not admit these unwanted calls are from total strangers, not my "loved ones".
Securus finally recognizes that I do not have (and do not want) a Securus account. Securus claims their Customer Service Agents were not contacted and my future concerns should be mailed to their Addison, TX address. I did contact Securus customer service.
I want Securus to block my telephone number from all Securus Inmate Debit accounts.