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Securus Technologies - I cant get through to add money to my phone

2.4
Details
I'm continually calling your 877# to load money to my account and the recording says sorry your call cannot be completed as dialed...I called the customer service 800# and received the same message. Are your phone lines not working?
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ID
#1945714 Review #1945714 is a subjective opinion of poster.
Location
Mableton, Georgia

Securus Technologies - Absolutely horrible service, extremely rude personnel

1.2
Details

Update by user May 24

I put $100 for money lost, but it's likely so much more. Visits for my son in Monroe County were $2.25 for a 20 minute video visit (remote).

Service provided by "Getting Out". Same 20 minute remote visit through Securus -- $14.10. The difference in fees are absolutely insane and completely outrageous. Clearly price gouging!!

Running the cost up on families and inmates because they believe they have these people backed into a corner because these families are not offered any choice other than Securus. It's my belief that if these jails would start allowing the families to choose the providers of these services, I believe Securus might decide to conduct better business. Even if families were given even one other company to choose from besides Securus, they'd at least have another option. I believe it would help the families and hopefully it would cause the owners of Securus to do some thinking and change the way the do business.

As it stands now, I feel the owners of Securus are just slimey business people. They clearly have no real humanity because if they did, they certainly wouldn't take advantage of the people who give them business and allow them to make living through those business transactions.

Securus seems to have absolutely no soul and no appreciation for anyone or anything. Kinda like some spoiled brat kid who just assumes things will go their way -- mostly because they're so damned spoiled and have gotten used to getting their way too too often.

Original review posted by user May 24

My son, my only son, has been in jail since May 2019, a year now. We are very close and he's a self admitted "Mama's Boy". So you can imagine how tough his being incarcerated so long has been. It's the longest stretch of jail time he has ever served. He's a great kid, one of the biggest hearts ever, literally would give the shirt off his own body for a stranger. He fell into drugs about six years ago after the very sudden death of his girlfriend, whom he loved so very much. I believe with my whole heart that had she not died that day, my son would have married this girl, so her loss was absolutely devastating. I have never felt the incredible helplessness I felt the day we learned she had been killed in a car accident. My son lay on the ground and cried for her and my heart broke into a million tiny little pieces. His pain was pure agony for me to witness, not to mention I felt her loss also, she was a part of our family a few years when she died, so I loved her like a daughter. I think of her still, every single day and miss her more than there are words to describe. His addiction to heroin happened very soon after Nicole's death. He often will say her death isn't the reason he chose to start doing drugs, but he's been addicted to heroin since about one month after Nicole's death. With heroin addiction comes watching your loved one change before your very eyes and become someone you don't quite recognize. He's currently in jail for stealing a car, which just blows my mind. My son has ways been the honest kid, even when it was hard and not the popular choice. In heroin addiction, many standards often crumble when they're in the throes of a very painful withdrawal (often called being *** sick") because of how sick a heroin addict without heroin becomes. Avoiding this sickness is often the reason behind the loose standards. They often commit petty crimes to pay for their habit, and this was exactly the case with my son. Of top priority for me has always been to make sure my son knows he is loved, without limits, no matter what. I don't always like his choices or actions, but him I always love. Keeping in touch with him and letting him know he has love and support and that he isn't alone and never will be is all priority for me. However, with Securus Tech, this is next to impossible. First, their fees are so astronomical compared to other providers in other jails --- by a whole whole lot. When my son started this year and counting journey in jail, he was in our local jail in our hometown. However, he had also had some trouble in a nearby county, about 20 minutes from our home. The charges in the neighboring county were filed after he had been arrested locally, so he spent the first 6 months in our local jail and when his time here was complete, he was transported to that neighboring county to face his charges there. That jail did not use the same phone and video visit service as our local jail. I was prepared for things to be a bit more, thinking because it was a l ok ng distance call and remote visit, it might be a little more. It's more than 5 times more expensive each video visit than it was here in our local jail. MORE THAN 5 TIMES MORE!!! I couldn't believe it. A 20 minute visit in our local jail was just $2.25. Cheaper than the phone calls actually. A visit in the jail he is in now, and remember, it's only about 17-20 minutes from our hometown, that visit is a whopping $14.10! The phone calls are .91 cents per minute and yes, with each and every call, they charge a connection fee. I spoke to my son two days ago for right at 3 minutes. The call was just shy of $7 by only a few cents. When the jail stopped allowing on site visits due to COVID, they began giving the inmates a code, once a week, that provided them with one free 15 minute visit each week. The very first time I used this code instead of paying the fee, it was a nightmare!!! Because sometimes the reception is so poor, i purposely made sure i was somewhere logged into a strong wifi connection so I could hopefully keep from having the visit drop. No such luck. The trouble began from the time I started attempting to log into my securus app to start the visit and continued until our total visit time that day was only 4 or 5 minutes. First, each time I attempted to log into the Securus app, it would give me a message telling me the app was having problems and basically I'd have to check back later. Since we were using his only free code for the visit, I continued to try the app over and over because I knew if we didn't get to visit, he wouldn't be given another code for another week. I hadn't been able to visit with my son for more than 6 weeks, because I simply couldn't afford the $14.10 per visit. COVID precautions and social distancing put me out of work basically. I was getting less than 10% of my usual work schedule so my budget was really suffering great and I simply have the 14 bucks. My son always reassured he understood when he'd write or send a message through a family member or an inmate he was currently housed with, but it was still a huge disappointment not to be able to see him. So I was incredibly stoked for the free visit after more than six weeks of not seeing my boy's face. I was so very upset when the visit turned out as it did. I immediately called Securus Customer Service and advised the lady of what had happened and how the visit was so short because much of the time was wasted with me just trying to even log into the app! It clearly was an app malfunction of some sort, even she acknowledged it and even acknowledged that she could see that our visit had been way short. I then made the statement that I'd like to have the visit refunded and rescheduled. explaining to her how it had been so long since I had seen my only son. No apology from this "customer care" person, not even theslightest hint of empathy. Instead, her first and only statement was, and I quote, "Well you didn't pay for it". This really upset me. I told her that I was aware it was a free visit I hadn't paid for, something the jail was doing in response go COVID and in an attempt to keep as much social distancing intact as possible, they had stopped all onsite visits at their facility. this was their alternative. The Securus lady had every bit the attitude that because I hadn't paid first the visit and it hadn't come out of my pocket that I had no right to be upset about missing the majority of it due to app malfunctioning. She was crass and impolite and downright rude. I had to demand very loudly 3 times to speak to her supervisor before some guy got on the phone and did nothing but attempt to make excuses for the lady and how clearly I had misunderstood her intent with her statements. When. I asked him point blank to have the visit returned to me in the 15 minutes since we had only been able to vist a few minutes. I felt it was a reasonable request. This so called supervisor then tells me he has no way of giving me another visit, no charge. He stated nobody in the company had the ability to e a new visit free of charge. he stated it wasnt at all possible in whatever system they use there at Securus headquarters. When I told him I found it very hard to believe tocouldn'be done when clearly I had received only a very small fraction of the visit we were supposed to enjoy, he tells me very sarcastically that he had added free phone time to the phone account, that giving free ohone time was all he was able to do. In the end, he credited only $5 to the phone account to replace a visit I normally would have been charged $14.10 for. ofcpurse he ended the call very abruptly and never disclosed before hanging up that had added only $5. In no way shape or form was it even close to satisfactory but no way 2as I calling Securus Customer service again. It's a true shame and a horrible horrible disservice to inmates who are already knocked down, and also to the families, who believe me when I tell you, suffer the pain. also when someone they love is incarcerated. Its called taking complete advantage of families already suffering by seizing the opportunity to make as much profit possible from the pain and suffering of someone else. It's completely slimy and dishonest and completely without integrity or compassion. Securus Technologies owner is the real criminal, not just in this instance, but each and every day with their continued practice of overcharging and complete dishonesty. I have honestly never -- in 53 years of life -- I have never encountered a business so blatantly consumed with only profit, completely devoid of anything resembling humanity. Some powers that be should take a very hard look at this company and its routine practices and at the very least, shutthem down and point the decision makers at these jails to a more reputable company to provide these services to inmates and their loved ones. If inmates and the families were even given the opportunity to be able to choose the services from more than one source, maybe if the Securus owners were faced with the idea of competition, maybe then they'd behave better. As it is now, Securus has no competition and they're fully aware that the inmates and their families have no choice but to use their services or do without contact at all with their incarcerated loved ones. Sorry for the small novel. Just seems to me that this company's owners are a bunch of evil crooks who seem to enjoy profiting all they can off the suffering of others. They deserve bankruptcy, and I'm convinced their success isn't well deserved or well earned -- it's simply the result of no other available option for folks. Given other choices being offered, I sure wouldn't voluntarily choose to ever do business with the so called people at Securus.

User's recommendation: Save yourself a ton of frustration, money and anguish -- simply don't use their services. Write letters and do on sight visits (they should be available again soon!) Also, I think we all should be vocalizing very very loudly to these law enforcement facilities that are creating these contacts with Securus. A sheriff is an elected official, who answers to the public he/she serves. Enough people complain loudly and often when these horrible incidents happen, maybe if the sheriff had a little fear of not being elected back to his post because people are so unhappy with their choices they make on behalf of the jail, maybe then these facilities would check into the other options out there and cause Securus to feel some real loss. I believe then and only them would the monsters at Securus Corporate entertain the idea of changing their business practices and the way they treat customers.

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ID
#1945235 Review #1945235 is a subjective opinion of poster.
Pros
  • I wana get to talk to my son and see him
  • Idea of video visits
Cons
  • Securus is a fraud
  • Many other companies that provide services
  • Unprofessional ppl w no knowledge on how to handle cust issues
Loss
$100
Preferred solution
I would love to see this slimey company start to give a crap about the people they serve. Inmates are still human beings. They've made mistakes, some larger than others, but they are still people worthy of respect and compassion. They likely neeA mon.

Securus Technologies - Billing me for a Bill that's not mine

1.0
Details
Cant even talk to a human to discuss the issue of constant harassment on a bill thats not mine. This is a company that charges way to much to talk to a love one in jail!!! Then wants more money for a bill thats not mine!!!!

User's recommendation: We nneed different company to provide this service.

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ID
#1938857 Review #1938857 is a subjective opinion of poster.
Location
Howe, Texas
Preferred solution
Apology

Securus Technologies - Want to unblock a number

2.6
Details
No complaint. Th lady was very nice and helped me unblock the Goodman unit
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ID
#1923180 Review #1923180 is a subjective opinion of poster.
Location
San Angelo, Texas

Securus Technologies - Need to talk to someone

I need to talk to a live person
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ID
#1920894 Review #1920894 is a subjective opinion of poster.
Loss
$25
Preferred solution
Full refund

Securus Technologies - Visit by phone

It want let visit my son
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ID
#1919405 Review #1919405 is a subjective opinion of poster.

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Verified Reviewer
My fience was arrested 4/13 during all the covid -19 drama. Today is 5/8. My fience runs a company I know very little about I have to talk to him 3 to 4 times a day. Every county jail around us are giving their inmates free phone calls due to covid but not secures or...
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ID
#1914987 Review #1914987 is a subjective opinion of poster.
Location
Denison, Texas
Preferred solution
Price reduction

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Verified Reviewer
1.0
Details
My fience was arrested 4/13 during all the covid -19 drama. Today is 5/8. My fience runs a company I know very little about I have to talk to him 3 to 4 times a day. Every county jail around us are giving their inmates free phone calls due to covid but not secures or...
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ID
#1914969 Review #1914969 is a subjective opinion of poster.
Cons
  • Price gouging
  • Expensive
Preferred solution
Price reduction

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
1.0
Details
For one the calls are stupid expensive. During the Covid -19 event nobody is working all the counties around me are giving free calls to inmates while they are in county right now but not Grayson County or securus. My fience and I own a business I have to talk to him...
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ID
#1914961 Review #1914961 is a subjective opinion of poster.
Location
Denison, Texas

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Verified Reviewer

Securus Technologies - Made 2 remote calls and was not able to listen to inmate

5.0
Details
Had the call but the image or my self was no able to listen
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ID
#1910470 Review #1910470 is a subjective opinion of poster.
Service
Securus Technologies Inmate Video Service
Pros
  • Value
Cons
  • Horrible call quality
Loss
$30
Preferred solution
Full refund

Securus Technologies - Registration won't accept email password

1.0
Details
These people make it impossible to contact a person. No service is lousy service. Not every problem can be solved on an automated system. Hate it. Grade F.

User's recommendation: Good luck.

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ID
#1908190 Review #1908190 is a subjective opinion of poster.

Securus Technologies - My calls aren't coming through

1.6
Details
I put money on the phone and it saying I need to find my account or creat one when I do have one active . I also cant log into my account.
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ID
#1907864 Review #1907864 is a subjective opinion of poster.
Preferred solution
Let the company propose a solution

Securus Technologies - I did not authorize transaction

1.0
Details
I was just inquiring about price of products and had to enter my information and got charged..Did not want to purchase products..Was told money would be refunded within 24 hours and it has not

User's recommendation: Do not use this service.

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ID
#1906579 Review #1906579 is a subjective opinion of poster.
Location
Sawyerville, Alabama

Securus Technologies - Can't access acct

The app keep saying invalid usernames and I can't reset because of the same situation my email is bukeyman64@gmail.com
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ID
#1906352 Review #1906352 is a subjective opinion of poster.
Preferred solution
Helo me reset my username and password

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Verified Reviewer

Securus Technologies - Terminated calls!!!

There was no 3rd party call being made! This is the second time this has happened! I dont have money to throw away and neither does he. I want him to be refunded. Hes buying minutes from commissary only to loose using your phone service. What a lost! There another company out there charging $45 for unlimited calls for jails n or prisons I will post it here for others to see whose being ripped off Pissed Mother

User's recommendation: Choose another company.

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ID
#1904004 Review #1904004 is a subjective opinion of poster.
Service
Securus Technologies Inmate Phone Service
Loss
$15
Preferred solution
Full refund