Securus Technologies
reviews and complaints

Hello, my name is hailey. Email with securus is [protected]@gmail.com

I had a total of 40 stamps and when I log in it currently tells me I have no stamps left and I cannot connect on the emessage anymore. I don’t know what could be wrong and where my stamps have gone.

I'm bout ready to sue y'all . I Miss so many calls because I can't press 1. It's ridiculous! I need to know about my man well being everyday and most of the days I can't even press 1 smh. I'm getting mad !

05/14/2022

So I know the state of California is BS and are all about taking peoples money. But Securus should be ASHAMED of themselves charging all this money for a phone call! It’s ridiculous! I don’t know how you guys get away with these phone call prices and it’s really sad that you guys all are still in business! Maybe because us family members that want to talk to our loved ones have no other choice but to settle for this trash of a system! But I’m sure if it was up to us, you guys would be out of business! What type of income do you think we have! Come down on these damn prices!

Every time my boyfriend calls and I go to press 1 to accept call it just keeps talking like I never pressed 1 it completely doesn't acknowledge that I'm pressing one. I havnt been able to talk with my boyfriend because of this. Like what the hell?! This is what we pay for? A company that can't work for crap?! I don't know why it's do hard to fix this issue it's clearly a huge issue and other people are experiencing the same thing and complaining about it and securus does care they just take people's money and then to go through to customer service is close to non existing. Disgusting company.

I received a couple of collect calls from Jackson county jail, put my credit card in, was charged $9.03 for each call which up after taking my money from my credit card account. One charge was at 1:25 pm abs the other was at 10/38 pm on May 11th 2022

Someone has figured out my dad's (inmate) pin and has been using his money and I can't get ahold of anyone to change his inmate pin. All attempts with calling a service line just funnels me back to the moneybot to give more money.

My last phone call was this afternoon around 12pm, ever since then I couldn't get anymore phone calls my husband says there is a message that comes up saying that the caller couldn't answer because the caller is on the phone but I haven't received a call since like I said today 4/15/22 at 12pm and I wish this problem gets fixed soon because when I called secureus they told me there are other customers facing this problem and that it's a scam blocking but how? Please help resolve this quick.

I have looked and looked trying to find a way to talk to a live breathing human being on Securus. But could not get anyone. We need a live person PLEASE!

I had a visiit today with my son at Columbia County Jail in Lake City Flordia it was not able to visist due to the system being down at the time they say i could reach out and get it refunded and rescheduled please this the 2nd time it happened if someone can call ,me at [protected] i apperciate it thank you

SCAM ARTIST! I use this service to place money on my sons phone so he can call from prison. This is the place the prison recommended to use. Going online and mistakingly pressing a wrong button will cost you 15 dollars every time. I have been wrongfully charged several times and when u call to tell them you accidentally fat fingered the button and want to cancel that transaction it cost you 15 dollars to cancel.

I am complaining regarding Securus Technologies due to rules that TDCJ and Securus have in place supposedly since the beginning of February 2022. They have disallowed the units to access and correct visits, which led to me missing a visit this month. They have also changed their rules on issuing credits for these issues. I have followed these new guidelines, submitted a credit request form 02/13/2022 and still have not been issued it. A ticket was issued on 02/25/2022 and now we are in March with no resolution. With that said, I was unable to have my normal February visit because the credit wasn't issued and because of that, I could not reschedule due to their system showing the one allowed each month was used already, where in fact it was not. I get the back and forth from both TDCJ and Securus. I spoke today with a Tazsha and she screamed at me and hung up. I didn't raise my voice nor yell or curse at her. I was however direct with my questions. The training on customer service should be priority but also the fact that if Securus wants all control of the way visits are scheduled, they must adhere to timely responses. A month after a missed visit with no refund or correction is absolutely unacceptable. I would like Tazsha to be spoke to, if not fired. She should not speak to anyone he way she did. Please feel free to listen to the call.

I purchased 40 stamps through securus app it said purchase went through but unable to add my stamps call customer service well that’s a joke all three numbers I called are the same only option given concerns video accounts you can’t talk to a human! They took my money out of my account no reply to emails sent

Filed a complaint with BBB which by the way it isn’t accredited with them complaints in the thousands yet this company is allowed to stay in business?

Every day my loved one calls me from prison and sometimes I can press 1 to accept the call and other times I cannot. There’s no pattern to it. I’ve called my cell phone service provider AT&T, Securus, Apple (iPhone), SCI, PA DOC, and GTL. Everyone passes the blame to someone else. AT&T has documented reports of this issue and their techs assured me it’s not on their end but instead it’s an issue with how the 3rd party company/service provider has the IVR system setup/developed called/relating to Dual-tone multi-frequency signaling (DTMF) which is a telecommunication signaling system using the voice-frequency band over telephone lines between telephone equipment and other communications devices and switching centers. The Touch-Tone system using a telephone keypad gradually replaced the use of rotary dial and has become the industry standard for landline and mobile service. The DTMF telephone keypad is laid out as a matrix of push buttons in which each row represents the low frequency component and each column represents the high frequency component of the DTMF signal. The commonly used keypad has four rows and three columns, but a fourth column is present for some applications. Pressing a key sends a combination of the row and column frequencies. For example, the 1 key produces a superimposition of a 697 Hz low tone and a 1209 Hz high tone. Initial pushbutton designs employed levers, enabling each button to activate one row and one column contact. The tones are decoded by the switching center to determine the keys pressed by the user. The issues I am experiencing is due to reverse voip dtmf. DTMF (Dual Tone Multi-frequency) are signals/tones that are sent when you press a telephone's touch keys. These tones (or data signals) are used to access voicemail (passwords) and navigate IVRs or attendants for large companies like banks. At times you may find that the far end will not recognize or react correctly to the input you made from your phone. These problems are typically DTMF issues.

There are several ways these tones are sent and depending on your connection may vary between one or another. Typically with VoIP DMTF tones are delivered either in-band (as a beep) or out-of-band via SIP or RTP signaling messages. Some types of delivery options are:

Inband- With Inband digits are passed along just like the rest of your voice as normal audio tones with no special coding or markers using the same codec as your voice does and are generated by your phone.

rfc2833- (Preferred setting in most cases) Is a standards based way to define signaling for various events including DTMF tones, fax-related tones and country-specific subscriber line tones.

Info- SIP signaling will negotiate preferences with the other end to help establish the call's parameters. The choices can then be set for what to send (outbound) and what want to receive (inbound). Only available with SIP channels and is transmitted through a SIP message.

Auto- Uses rfc2833 by default, but will switch to inband DTMF tones if the remote side does not indicate support of rfc2833. I’ve looked on tons of blogs and troubleshooting sites but all of them point to it being an issue on the company’s end and not mine/user’s so there’s nothing I can do to fix it! One person wrote this on iOS blog: DTMF Tone on IOS 13 issue: There is a new feature on IOS 13 on my iPhone X (I went into an Apple store and tested in on several phone models all using IOS 13) that shortens the DTMF tone. So when you press a number in a automated system it has a short beep instead of a long tone. Every number on a keypad has a different DTMF tone that is how automated systems recognize that you have pressed 1 for english. I have an iPhone 8 with IOS 12 and IOS 12 still has the long DTMF signals, so this is an IOS 13 issue. The short beep is not an issue when I am dialing out, but is an issue when I am trying to accept collect calls through a 3rd party, automated system when I press zero to accept the call it drops it because the DMTF tone is too short for the automated system to capture it. This is exactly what I am experiencing, both on my old iPhone 8 and my brand new iPhone 13 max. AT&T went through all my settings as well as Apple. Both companies saying there’s nothing I can do to correct DMTF issue as it originates from the 3rd party calling company. Yet how do I teach tech support or anyone who will listen and actually do something shout it?!

Hello my name is Denise Carter I would like to be refunded for calls that was attempted but unsuccessful, due to Securus Tech not fixing their phones or service, and they charge me for the minutes I tried to communicate with my bf that's incarcerated, I did call and ask for a refund and was told bc I was on the phone 10 mins they won't refund me well the 10 mins was trying to make out wut my bf was saying bc the service was horrible it was in and out the whole 10 mins.anyway I would like my money for the 4 days that was a complete fail on Securus from 1/10/2022 to 1/14/2022 there was calls thank you for your time.
My email is [protected]@gmail.com

Hello, Im writing to inform that 2 inmates have been trying relentlessly to have the issue of their JP5 replaced. They both have filed the appropriate complaints to have this issue resolved and are only getting their compliant tickets closed with no resolution. These inmates are being completely ignored and as a company that knows they (Securus Technologies) have provided several paying inmates with faulty equipment is absolutely ridiculous and shows lack of integrity. It's already absurd that no one will even talk to them about their concerns directly, but are always willing to take their money quickly as paying customers but they are only to be taken advantage of for financial gain. If they are not gonna be replaced with merchandise that is up to operational standards, please refund them their money.
Merwin White 1455042
Mark Barnes 1015435
Both are located in the Virginia Department of Corrections Sussex 1 Correctional Center.

Thank you for any assistance that can be provided.

Yes, i'm very upset for the simple fact i'm loosing out on money and calls cause i'm being charged for calls i never even got and can't even speak to my loved one cause i have no money on my account cause i'm getting charged for calls i never even got and then everytime i try to talk to some one through customer service i get hang up on and 4 days ago the lady said it was going back on my card it never did it has to be refunded directly and it's getting frustrating cause i don't even know what's going on with my loved one i need a refund f

Securus has Rob me consistently! Securus is the biggest crooks on american soil! They committed all type of theft on thousands maybe millions of Americans. They have took double payments then CSR clearly lie about why it was stolen! They say things like oh we will cut off your service if you report us stealing your money! Literally! They took my money and don't provide a service. If they happen to do so it's by Luck yea Luck! Securus deceive you by not having you service work properly on purpose! So they continue to milk you like the crooks they are! You steal and bribe people by saying you won't talk to your love ones through Securus if they are reported! [protected]@gmail.com people let's talk about a solution to the problem! Securus need to return my money they owe my rightfully! No good will happen to this company for the gorilla tactics they use to BULLY people out of their money. I've been THREATEN & BULLIED by Securus! The only real attachment is my loved one. But that too has me ready to take action against Securus! Since they employees are incompetent and you can't get any solutions to the problems. The real criminal is behind the scenes of Securus!

Had a direct bill account I used like prepaid. Added money before they could charge me. So my "bill"
Should be zero. Anyways said I owed $23 I paid it to have my account unblocked. Next day my account is blocked again, now they claim I owe 105 from an old account I've never had and old account. Never used this before feb 21. Now I have a positive balance on my only account but it's blocked because of an imaginary old account. They will not give me any information about this "old"‘account, can't tell me any dates from this account! I did recently get this phone number I have.

I am complaining about the video service dropping video before the time is up, when calling to report it the msg tells you to call www.Securustechnology.com go to the video call drop box friends and family there's no where to get to that misleading customers. I paid for 40 mins $10.95 on 05/24/2021 video lasted 2 mins, on 08/07/2021 paid for a 20 min video lasted 11 mins, today 08/09/2021 paid for a 20 video lasted 2 mins. I need someone to email at [protected]@yahoo.com on the steps for a refund or schedule another session. Thanks

I have had nothing but negative interactions with the Securus website, app, phone service, video visits and tablet services since my loved one has been incarcerated. This company says they will ship a tablet once ordered within 3-5 business days. I ordered his third tablet on May 27, 2021 and he has not received it as of June 11, 2021. They failed to send a tracking number but they did confirm the order. And I paid for the month of June witch is now almost half over. They will not answer the phone. They do not respond to email. I need to know how much it is going to cost me just to keep waiting for it to get to him. He said there are guys that have been waiting since February and still do not have one. They have nothing but complaints in all reviews I have seen. How is this company allowed to stay in business? And how much money to they get to make by ignoring the fact that people need the services they claim to offer and never supply? Please do something to help us.