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Business Profile

Answering Service

Securus Contact Systems

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Answering Service.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/05/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My Securus account was closed end of October 2024. I tried to reopen it and the only thing I am able to access is advance connect. I cannot schedule video visit or buy stamps. The only communication is by phone. My first interaction with Securus customer service is they told me they had to put a tag on my account and it would be 30 business days. I waited my 30 business days and still no change, I called customer service again and the next representative said it could be 60 business days, again I waited and no change, my 3rd call to customer service and the next representative said oh it can be up to 90 days at this point I asked to speak to a manager after getting the 3rd degree from the representative he finally connected me to a manager, I explained my situation and he said I can see you been waiting a long time, Im going to escalate this to Leadership which I can only email. He said if nothing has happened in a week then call back. Again no change in a week. I call back and ask to speak to a manager this time a manager by the name of ******* answered I explained my situation again, she said I dont see where the last manager emailed Leadership. At that point I was about to loose it.. then she said oh here is the email, I see it now and I just emailed to Leadership myself again. I do not understand why it is taking so long and I feel like Im just getting the run around. I have not been able to buy stamps or video visit for over 3 months now. Please can someone help me, figure this out. I do not believe I am asking for a lot just to re open my account. I have been very patient and have done everything the Securus representative and managers have asked of me, but now my patience is wearing very thin. Thank you for your time. ******* ******

    Customer Answer

    Date: 02/24/2025

    Thank you for your help in this matter. Securus has re opened my account for video visits and email. I believe without your help, Securus would still be giving me the run around. 
    Thank you so very much, I appreciate your time, help and professionalism. 
    Respectfully,
    ******* Tinoco 

  • Initial Complaint

    Date:08/31/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On February 27, 2023, I sent my son $150. He never received it and that want return it to my bank. The told the bank it was processed.I closed my account with this company as I don't take likely to fraud. Their phone systems are set to not accept calls. They literally requested my bank statement in order to return a payment. WHY? it was a bank credit card, refund same account. This money should have been esceated to the state. I think an audit is in order, because they should not been holding on to funds that they are not processing. I'm sure I'm not along or the first victim of the scam. Please return my $$$$

    Customer Answer

    Date: 09/24/2023

    I was finally able to reach a phone representative at Securus.  I was told my money was given to a totally different inmate.  
    How?  I have one person on my account, my son.  If it went to someone else, it was either a system glitch, intentional glitch or someone is not being honest. 

    This is deceptive trade practices.  

  • Initial Complaint

    Date:09/27/2022

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for their trial, in which we tested their system. Nothing met our expectations so within 1 day of signup we canceled. On 9/26 we got a call from a rep asking about our satisfaction, we indicated we are not impressed with the system nor happy and he swore he would cancel it as the first rep failed to. On 9/27 they charge my card

Securus Contact Systems is NOT a BBB Accredited Business.

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