Amber d Zmg

Horrible customer service

Securus Technologies - Horrible customer service

First of all securus is a joke. They have horrible customer service.

I called in this am because I had 4 dropped calls in 20 mins. I first tried to chat with them online and I have been in line for a representative for the past 64 mins. I called and was on hold for over an hour. I Finally get a person on the phone named Nikki and she was absolutely zero help.

She kept blaming my phone for all the dropped calls. Then she puts me on hold for 37 mins and when she comes back she tells me she reviewed the calls and that my husband was hanging up on me and calling me back. That is so dumb. The calls disconnect almost every 4 to 6 mins.

They charge a ton of money for calls and they should definitely have better customer service. Then I find out that securus is JPay. This is really crazy.

They do not care about your calls or your emails. They are all about money.

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Reason of review:
Poor customer service
1 comment
Guest

I feel this company is a RIP off. I had a 10 dollar balance according to automatic info and now it says 9 bucks 94 cents agent says it never said 10 and I know it did. I think they are taking advantage of our need to speak to our family members.

Anonymous
map-marker San Bernardino, California

Lousy customer service

Nothing, I want a human being to call me 208 241 ****, otherwise, Monday morning I am going to start reporting you to every entity that oversees unethical business. That will include the FCC, congress, senate, FBI and attorney generals office just for starters
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Reason of review:
Poor customer service
PISSED C Ivt
map-marker Carrollton, Texas

HORRIBLE

Their system sucks. It crashes every 30 minutes. Their customer service clerks NEVER answer their phones. They aren't helpful when they do. They put things off. They put the blame on the jail clerks instead of themselves. They act like children and blame others. They don't help anyone with anything. They always say "we will get back to you" and never do. They state issues are "nationwide" but never return calls, emails or anything! I would 100% NEVER want to continue using this company EVER again. They are NO help, NOT kind, NOT customer service friendly. They RARELY answer phones, then make you wait on hold for an hour. They just aren't what they say they are. They say they are always there, but that is SO wrong.
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Reason of review:
Bad quality

Preferred solution: FIX YOUR DANG SYSTEM AND WORKERS

Jennifer R Jam
map-marker Carrollton, Texas

Blocked credit card

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I used my debit card to fund a phone and visit account for 2 weeks. All of a sudden one day, my payments won't go through.

Their "customer service" said I couldn't use the card everyday or it was considered "fraudulent activity". Problem is, in order to schedule a visit... they are scheduled one at a time and 24 hours in advance. If I want to visit everyday remotely (which we are allowed), I have to use my card daily.

So now, I cant talk or visit my husband until the "ban" is lifted on my card. Customer service was a joke! I think it's bogus info because a friend of mine is also experiencing the same issue after using her card for months now... If there is a website issue, they need to be more transparent and someone should be able to investigate and lift this ban.

Why punish the family for website errors?

They said to just stop trying to use my card for 24-48 hours. Well it's been that long and still cannot use my card.

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Cons:
  • Payment problems due to website
  • Severe website issues consistently
  • Customer service
Reason of review:
Problems with payment

Preferred solution: Deliver product or service ordered

3 comments
Guest

Securus keeps declining my card when i have money on my card I’m frustrated and don’t know what to do! They blocked my account as well i don’t know what else to do can someone please help me! I’ve reached out to customer service and got NO HELP or live representative this is so frustrating ng

Guest

Same here. EXACTLY and I have used the same card for years!!!

Guest

What it ever resolved

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Christie A Eoa

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

SCAM ALERT!

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This company is a scam! They are taking advantage of people who have a loved one in prison.

1st of all their rates are super high! And they have Sneaky customer service agents who talk you into things like Direct Billing inwhich they claim is better. But they start you off with a reasonable limit, then with out warning raise your limit until payments are hard to keep up with. This just what happened to me.

The payments became harder and harder to keep up with, so I fell behind and the phone was blocked. Then a customer service rep. suggested Inmate Direct.That worked and I was able to put money on the phone and we finished his time that way. Then due to a parole violation he is back again.

I recently put money on the phone and had a few calls

however the next time it was blocked! I lost money as they won't Refund me!! I had to make 4 phone calls to get to the bottom of it. One man was quite rude and hungup on me!

Another person said that maybe my husband wasn't doing it right!! We have car issues and I can't ask him questions.

I should still be able to get phone calls as long as I make payments on the 1st account but there isn't away to do it! Not happy!

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Reason of review:
Bad quality
1 comment
Jennifer R Jam

Same problem I had with them blocking my debit card and not allowing me to deposit money! Customer service had no clue! It was a joke!

Sergey Gsb

Annoying and unprofessional service

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Blocked my number and stiil getting voice mails
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Reason of review:
Poor customer service
Angela L Kxa

Hated it

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I called asked how much I needed to pay to keep my services going I was told $50.45 I made a $50 payment not knowing the 45cent would make a difference my account was converted to a prepaid account an my $50 was paid towards my full payment... I called to see what was going a.m. was informed because I didn’t pay 54 cent my account was converted an no refund... 2 year an I have never paid a full balance an now this I’m saddened an everything who does this... I would like to speak to corporate or email them because this clearly is not right if someone from corporate would contact me I sure would appreciate it.. AngelaLoftis 903658-****
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Reason of review:
Problems with payment
Yelitza P
map-marker Carrollton, Texas

Unprofessional

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Takes your money. Phones are constantly going out while I'm on the phone.

Waiting my money because I pay for every second on the call. Then they make it hard to even put money in the account because they want you to go out and buy a prepaid debit card or use western union which charges you $12 just to put the money on there. SECURUS SUCKS! It's literally a whole mess just to put minutes on the phone.

Something is always down with this company. If it's not the website, it's the phone, and if it's not that then it's the dumb *** customer service representatives that don't know what they're talking about and they probably don't give a *** either because they more than likely only make $8 an hour lmao... Please get it together.

We have loved ones in there and need to keep in contact with them. Stop making it so difficult.

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Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

Anonymous
map-marker Searcy, Arkansas

No customer service

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i have received an email about my account with a phone number included. The number was not even a securus number. I have emailed several times and never got a response. all of there phone number lead to recorded messages that only answer general questions. The online chats say I'm sorry but I am unable to assist with that. I have tried the chats 3 different times. I understand that this a service for inmates but I am on the out side and do not deserve this kind of frustration. i felt like they are happy to take your money and that is where the service stops. III need some answers. If they were not the only service available, they would not get my business
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Reason of review:
Poor customer service
Jade Dvf
map-marker New Orleans, Louisiana

Poorservice!!!

I got disconnected right after I gave my card info. Then no one called back or added my funds to my account. My phone number is 504565****
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Reason of review:
Poor customer service
Amy G Gmb
map-marker Carrollton, Texas

Blocked my account

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Updated by user Aug 27, 2018

Plus I’m in Austin Tx, not Carrolton, TX!!! Securus, take my block off today!!

My husbands life matters too!! Y’all r real quick to take my money, but want to take yalls sweet time unblocking my acct!!! My husband and I talk everyday!!

Securus!! Take my block off NOW PLEASE!!!

Original review Aug 27, 2018
I’m so pissed my acct has been blocked for fraudulent reasons! Well all that has been resolved and it says my acct is clear to receive calls! Well I was told by Securus it has to go through the fraud department and that it can take up to 14 days!!! Omg!! That’s not cool considering I did everything I was suppose to and now Securus is making me wait 14 days or more!! ***
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Reason of review:
Poor customer service
1 comment
Camilia Gcz

How were you able to get it resolved I'm going through the same situation right now

Ineze Djo
map-marker Lake Worth, Florida

I spent over an hour on these customer service numbers I'm t

I'm trying to reach someone to just answer my question please I spent over an hour on these 0customer service phone numbers I'm trying to accept the call from an inmate and it is saying my credit card declined which is not correct there's nothing with my car there's no hole there is no security nothing all the information to answer correctly can I just please speak to a live person our voice. And when I did finally got some on the phone they hung up
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Reason of review:
Bad quality
Dawanda T
map-marker Houston, Texas

The worst

No point in wasting you valuable time calling this place, you will feel just as incompetent as they are. Nothing will be resolved. A supervisor will NOT call you back and you will not get your money back either. POS company ew!
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Reason of review:
Poor customer service
Anonymous
map-marker Chesapeake, Virginia

Terrible

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I have contacted them several times and get no where i ordered tablets for loved ones they get delivered and i get told that they cant have it but took money and say they dont issue refunds
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Reason of review:
Problems with payment
Loria Hia
map-marker Miami, Florida

I need to update my account

I need Securus to please change my name from laureano to n i e v e s my security pin number is 4 3 2 1 so that I can see my son and medical at the Collier County Sheriff's Department he is in medical this is very important
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