Independent profile — not affiliated with Securus Technologies

Securus Technologies

Securus Technologies, LLC provides phone, video and messaging services to people in prisons and jails, which families pay for through accounts such as AdvanceConnect; its parent, Aventiv Technologies, also owns JPay. This page explains how to get an account balance refunded, how to dispute a dropped call, the FCC call-rate caps now in force (effective audio caps of $0.10 to $0.19 per minute depending on the facility), and where to complain. It also records the FCC, CFPB and New York Attorney General orders involving Securus or JPay, two class actions, and BBB, CFPB and ComplaintsBoard figures as displayed on 2026-09-30.

COMPLAINTS104
VERIFIED PHONE972-734-1111
LAST CHECKED2026-09-30
Write a Review Jump to complaints ↓
CONSUMER ALLEGATION

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 104 historical complaints about Securus Technologies, published between 2005 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

EDITORIAL

Complaint Themes

Call charges described as highBlocked, disconnected or dropped callsAccount balance, refund or closed-account disputesDeposit fees and duplicate or unexpected chargesDifficulty reaching customer service

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBB: 72 reviews, 384 complaints
CFPB: 284 complaints
ComplaintsBoard: 2 reviews, 90 reports
Trustpilot: 102 reviews,
VERIFIED

Contacts & Login

VERIFIED

Locations

TypeAddress
Headquarters4000 International Pkwy Carrollton TX 75007
Mailing addressPO Box 1109 Dallas TX 75001
Mailing addressPO Box 650757 Dallas TX 75265-0757
Mailing address5360 Legacy Drive Plano TX 75024
EDITORIAL

Paying Securus for calls, video or messages? What to check first

Securus Technologies, LLC sells phone, video and messaging services to incarcerated people and their families in the facilities that have chosen it as provider. The FCC describes that situation this way: “Incarcerated people have no choice in the selection of their communications services provider.” Which refund and complaint rules apply to you depends on which Securus account the money went into. The points below come from Securus’s Terms and Conditions (Version 3.1, effective June 8, 2026) and its Rates & Consumer Disclosures page, read on 2026-09-30.

  • AdvanceConnect (prepaid calling account): the Terms say the account holder “may request to close your AdvanceConnect account and obtain a full refund of the account balance at any time.” Closing is requested in your Securus Online account or by calling 972-734-1111 or 1-800-844-6591. The request is held for 7 to 10 days so late calls can post. A card-funded balance goes back to the card (“generally takes 2-3 business days,” up to one billing cycle to show on a statement); a balance funded by check, money order, Western Union or MoneyGram is refunded by mailed check, which “could take up to four weeks.”
  • Securus Debit (money for the incarcerated person’s own account): the Terms say funds deposited by friends and family “belong to the incarcerated individual” and that family members are not “eligible to receive refunds of amounts transferred to a Securus Debit account.”
  • Direct Bill: the Terms say a closing request is held 7 to 10 days, and any outstanding charges are billed on a final statement.
  • Video Connect: Securus’s disclosures page says that to close a Video Connect account “you must speak with a representative,” at 877-578-3658.
  • Dropped call: Securus has a Dropped Call Investigation Form; its page says “All disputed calls must be submitted within 90 days,” and Securus asks for 5 days to respond with “a possible credit.” Because the form is tied to a 90-day window and online statements are kept for 90 days, it helps to save or print the statement line for the call (date, time, facility, length, amount charged) before it ages off; the FCC’s bill-labelling rule, 47 CFR 64.6110(b), lists among its items “the amount charged to the Consumer for the call or calls on the bill.”
  • Records: the disclosures page says online account statements “are available for 90 days”; a paper copy is requested by calling 1-800-844-6591 with your full name, billing phone number, passcode and the statement month.
  • FCC refund rule for unused balances: the FCC’s June 18, 2026 compliance guide says any refund of an inactive IPCS account “must include the entire balance of the IPCS account, including any deductions the provider may have made in anticipation of taxes or other charges that it assessed when funds were deposited and that were not actually incurred,” and that the provider “must not impose any fees or charges for processing the refund.”
  • JPay (money transfers, tablets, release cards): Aventiv’s contact page says “For JPay product or account inquiries, please reach out to [email protected] or call 800-574-5729 to speak with a customer service representative.” JPay’s own contact page lists 24-hour customer support at (800) 574-5729 and the mailing address JPay LLC, 3450 Lakeside Dr, Ste 100, Miramar, FL 33027. JPay’s Consumer Protection page says “Please contact JPay’s Customer Service Department prior to contacting your jurisdiction of residence,” and warns that “Any funds received by a recipient not known to the sender will not be refunded.”
  • Restrictions set by the facility: the Terms say “a correctional facility may refuse to deliver or decline our ability to deliver a message or attachment to or from an incarcerated individual” and that in those cases “neither we nor the correctional facility will be responsible to you”; they also say conduct that includes “violations of correctional facility policy” may result in “immediate termination of your account.” We found no appeal route for a facility’s decision in the Terms text read on 2026-09-30; the Terms elsewhere tell users to contact the correctional facility for information about its policies.
  • Rates: compare the per-minute price on your statement with the FCC caps in the next section, which depend on the type and size of the facility. If a charge looks higher than the cap for that facility, the statement line is the document to keep.

If Securus does not resolve it. The FCC takes informal complaints at fcc.gov/complaints or 1-888-225-5322 and advises trying to resolve the issue with the provider first; if the FCC serves a complaint, the provider must respond in writing within 30 days. Securus’s state page (revised November 19, 2024) lists the California Public Utilities Commission Consumer Affairs Branch (1-800-469-7570), the Colorado PUC (puc.colorado.gov), the New Mexico Public Regulation Commission Consumer Relations Division (1-888-427-5772) and the New York Department of Public Service (www.dps.ny.gov/complaints, 1-800-342-3377). For JPay money transfers or debit release cards, the CFPB accepts complaints at consumerfinance.gov/complaint/; JPay’s Consumer Protection page also lists state regulator complaint contacts for JPay customers (for California, the Department of Financial Protection and Innovation at 1-866-275-2677). If the answer you get from Securus or another provider does not settle it, the FCC says you may send rebuttal information by replying to the FCC’s email about your complaint, and that a “formal” complaint “must be filed within six months of the date of the response to your informal complaint” (the FCC lists a $605.00 fee, “subject to change”). The state page lists complaint routes for California, Colorado, New Mexico and New York only; on the page read on 2026-09-30 we found no route listed for other states. Separately, Section 12 of the Terms sets a formal route before any lawsuit: a written “Notice of Informal Dispute Resolution Attempt” mailed to Securus Technologies, LLC, Attn: Legal Department, 5360 Legacy Drive, Plano, TX 75024, or emailed to [email protected], with 30 days for Securus to respond. The Terms add that “your submission of a complaint in itself is not sufficient to be considered a good faith effort to resolve the dispute in accordance with this paragraph.”

EDITORIAL

FCC call-rate rules, FCC and New York Attorney General orders, and the CFPB order against JPay

FCC call-rate rules (they apply to all providers, including Securus). The FCC voted on July 18, 2024 (FCC 24-75, released July 22, 2024); its news release said: “The new call rates will be $0.06 per minute for prisons and large jails, $0.07 for medium jails, $0.09 for small jails, and $0.12 for very small jails.” On October 28, 2025 the Commission adopted a Report and Order and Order on Reconsideration (FCC 25-75, released November 6, 2025; Commissioner Gomez dissenting) that, in the FCC’s words, modified the 2024 caps “in response to record evidence of the unintended consequences of those rate caps.” It set interim caps, added a tier for the smallest jails and a separate additive of up to $0.02 per minute for facility costs; compliance was required on April 6, 2026. Per-minute figures published by the FCC (cap + additive = effective rate):

  • Audio: prisons $0.09 + $0.02 = $0.11; large jails (1,000 or more average daily population) $0.08 + $0.02 = $0.10; medium jails (350–999) $0.10 + $0.02 = $0.12; small jails (100–349) $0.11 + $0.02 = $0.13; very small jails (50–99) $0.13 + $0.02 = $0.15; extremely small jails (0–49) $0.17 + $0.02 = $0.19.
  • Video: prisons $0.23 + $0.02 = $0.25; large and medium jails $0.17 + $0.02 = $0.19; small jails $0.19 + $0.02 = $0.21; very small jails $0.23 + $0.02 = $0.25; extremely small jails $0.42 + $0.02 = $0.44.

The FCC says the caps “apply to all intrastate, interstate, and international audio and video communications,” with an additional charge allowed for international audio calls. Its rules also bar separate “ancillary service charges” (in effect since November 19, 2024 and reaffirmed in 2025) and require that unused funds stay the account holder’s property: a provider may not dispose of unused funds until at least 180 calendar days of continuous inactivity (or a longer period set by state law), must then make reasonable efforts to refund the entire balance, and may not charge a fee for the refund. The 2025 caps are interim; the FCC has asked for comment on permanent caps, and on June 8, 2026 FCC staff sought comment on a proposed 2026 data collection (DA 26-567). Securus’s own “FCC” page is marked “REV March 3, 2022” and lists the 2021 caps ($0.14, $0.16 and $0.21 per minute), so it predates the 2024 and 2025 orders.

FCC matters naming Securus. On October 30, 2017 the FCC released a Consent Decree (FCC 17-140) in which Securus Technologies, Inc. and related entities agreed to pay a $1,700,000 civil penalty and adopt a compliance plan to resolve an investigation into whether they gave the Commission inaccurate information about state approvals for a pending transfer of control; the decree says it “does not constitute an admission of liability.” On April 3, 2026 the FCC’s Wireline Competition Bureau (DA 26-319) waived the per-minute pricing rules for Securus’s video service through July 6, 2026, on conditions: from April 6, 2026 all Securus and JPay video rates had to comply with the video caps, per-session rates at facilities not yet converted had to be reduced to the equivalent per-minute rate, and for facilities still not converted on July 6, 2026 Securus had to run a program refunding “a pro-rata amount for any unused session time,” with refunds issued “within 48 hours of call completion.” The FCC’s IPCS page, read on 2026-09-30, lists no Securus waiver order after April 3, 2026. On October 2, 2024 the Wireline Competition Bureau (DA 24-1031, “Order Denying Stay Petition”) denied Securus’s September 26, 2024 petition asking the Commission to stay its 2024 rate order pending judicial review; that order ruled on the stay request and imposed no penalty.

CFPB — JPay, LLC (October 19, 2021). The CFPB’s consent order (2021-CFPB-0006) describes JPay as “a wholly-owned subsidiary of Securus Technologies” and says it provided about 1,200,000 prepaid “Debit Release Cards” between 2011 and the order. The Bureau identified violations of the Electronic Fund Transfer Act and Regulation E (requiring a prepaid account to receive a government benefit), and unfair, abusive and deceptive acts or practices tied to fees on the cards. JPay consented “without admitting or denying any of the findings of fact or conclusions of law,” except facts establishing the Bureau’s jurisdiction. The order required $4 million in consumer redress and a $2 million civil money penalty and barred JPay from charging the order’s defined “Covered Fees” on such cards. The CFPB’s docket page lists the stipulation and the consent order, both filed 10/19/2021, and no termination filing; its status field reads “Post Order/Post Judgment.” Paragraph 113 of the order says it “will terminate on the later of 5 years from the Effective Date or 5 years from the most recent date that the Bureau initiates an action alleging any violation of the Consent Order,” and the order defines the Effective Date as the date it is entered on the administrative docket (the docket shows October 19, 2021). A separate redress site for the case, cfpb-jpay.org, which names Epiq as the CFPB’s payment administrator, says “Checks were mailed on December 14, 2022 based on records obtained by the CFPB to eligible consumers,” and lists [email protected], 1-855-675-3086 and In the Matter of JPay, LLC, Bureau Administered Redress, P.O. Box 3830, Portland, OR 97208-3830 for questions.

New York Attorney General — JPay LLC (December 2022). In Assurance of Discontinuance No. 22-079, the NY Attorney General considered JPay’s advertising and business practices for media services at New York State prisons “deceptive and misleading,” citing tablet delivery and refund delays, and stated that prisoners had filed “more than 540 complaints” with the Attorney General’s office since 2019. “JPay neither admits nor denies” the findings. JPay agreed to $50,000 in penalties and costs, to 100 free stamps for each person in those facilities, and to customer-service and refund-handling changes. The footnote to the order says it “solely relates to JPay’s media and communication services” at those facilities, not its money-transfer or release-card services.

New York City Department of Investigation (May 4, 2023). DOI reported on the recording and disclosure of attorney-client calls at Rikers Island in late 2020 and early 2021; it found errors by the City Department of Correction and Securus that “did not appear to have been intentional” and affected approximately 324 of more than 270,000 numbers on a “Do Not Record” list.

EDITORIAL

Who Securus is, who owns it, and recent changes

Securus Technologies, LLC is named in the footer of its consumer site (“©2026 | Securus Technologies, LLC”). Its Terms list these products: AdvanceConnect, Direct Bill, Securus Debit, Video Connect, messaging and tablets; money transfers and debit release cards are offered under the JPay name. The company calls itself “the largest incarcerated individual communications provider” and says it serves “more than 3,400 public safety, law enforcement and corrections agencies and over 1.2 million incarcerated individuals” (consumer About page, which adds “across North America”); Aventiv’s Securus page says “more than 3,450” agencies and “1,200,000” people. Aventiv’s newer press releases of July 2 and August 3, 2026 instead say that, through Securus Technologies, Securus Monitoring and JPay, it “serves over 1,800 agencies nationwide,” and Securus’s July 10, 2026 release says it “equips over 1,800 corrections agencies.” The company’s pages therefore give 3,400, 3,450 and 1,800 for agencies served; we found no explanation of the difference on the pages read on 2026-09-30, and this page does not choose among the figures. These are company statements. The company’s own pages name different headquarters cities: Dallas (consumer About page), Carrollton (Aventiv’s Securus page) and Plano (Aventiv press releases); the New York Attorney General’s 2022 order and BBB give 4000 International Parkway, Carrollton.

Ownership and history. Securus’s consumer site says “Aventiv® is the parent company of JPay® | Securus Technologies®.” Securus Technologies, Inc.’s 2005 annual report (Form 10-K) says its business was conducted through two subsidiaries, “T-Netix, which we acquired in March 2004, and Evercom, which we acquired in September 2004,” and describes “Correctional Billing Services (CBS), a division of Securus”; Securus’s contact page still lists check payments to “Securus Correctional Billing Services.” On July 2, 2026 Aventiv announced that it had completed a recapitalization “through a debt-for-equity exchange,” saying Securus, Securus Monitoring and JPay “will continue to operate seamlessly”; the release carries the sub-headline “Company moves forward under new ownership” but does not name the new owners. On August 3, 2026 Aventiv named Brian Evans chief executive and Kevin Elder president. Securus’s own history page says T-Netix, Inc. “begins under the name Tele-Matic Corporation” in 1986 and describes a 2004 merger of T-Netix and Evercom Systems that “forms Securus Technologies” (company statements). Its tariffs page files FCC price lists under “Securus Technologies, LLC,” showing one list marked current as of 1/30/2026 and, under “Interstate and International,” one marked current as of 07/30/2026.

Other recent items (company statements). A July 10, 2026 Securus release says it “will deploy communications and digital infrastructure solutions across the Federal Bureau of Prisons,” including tablets, phone and video. Securus’s California page says that from June 23, 2026 in-state calls from California facilities are capped at $0.045 per minute and that it will not charge single-call, paper-bill, live-agent, automated-payment or third-party card-processing fees on accounts tied to those facilities. Its Terms were updated to Version 3.1 effective June 8, 2026, and Section 15 tells law-firm and attorney users that their communications will be recorded unless they take specific steps to ensure they are not.

JPay licensing and an earlier data-incident notice. JPay’s Consumer Protection page says JPay LLC “is licensed or authorized to provide Money Transfer Services in 52 states and jurisdictions as is applicable and holds NMLS ID #926932” and is registered with FinCEN as a Money Services Business; its table lists state regulators and license numbers (for example Texas Department of Banking, Money Services Business 3067; California Department of Financial Protection and Innovation, Money Transmission 2430). We did not check those licences with the state regulators. A sample notice letter for a JPay data incident that the Massachusetts government site posts (data breach number 25887) is signed “JPay, Inc., an Aventiv Technologies company”; it says the incident “may have involved some of your personal information,” offers “a complimentary two-year membership” of Experian IdentityWorks and says the company is “implementing additional security safeguards.” The template leaves the dates, the data types and the number of people blank, so this page does not state them.

EDITORIAL

Complaint record: USAComplaints archive, CFPB, BBB, Trustpilot and ComplaintsBoard, reported separately

This page reports each source separately and does not combine them. Counts and ratings are as displayed on 2026-09-30.

  • USAComplaints: 104 archived posts dated 2005–2013 name Securus or its former or divisional names (Evercom, T-Netix, Correctional Billing Services, SecurusTech) as the subject; 5 more posts from 2010–2012 concern JPay and are linked only as an affiliate brand. The posts are users’ allegations. In the writers’ words they describe call charges they considered high, blocked or cut-off calls, deposit fees and duplicate charges, difficulty getting account balances back, and difficulty reaching customer service; one 2012 post praises a Securus representative for fixing a calling problem. They are old posts and describe practices that predate the FCC’s 2024–2025 rules and Securus’s current Terms. The archive also holds posts about Securus Payments (a card-processing business in Portland, Oregon, according to the posts), Securus Canada, and resellers of forwarding numbers (Jail Call Solutions, Prison Call Solutions, ConsCallHome); they are not counted here, and the Securus Technologies contact, about and Terms pages read on 2026-09-30 do not list them.
  • CFPB Consumer Complaint Database (company name “Securus J Holdings, LLC”; the company lookup returned no other Securus-related name and nothing for “JPay”): 284 complaints from May 14, 2013 to September 11, 2026, 23 of them in the 12 months from September 30, 2025. By product: money transfer, virtual currency or money service, 143; credit card or prepaid card, 31; prepaid card, 29; bank account or service, 23; checking or savings account, 17; money transfers, 17; other financial service, 17; debt collection, 5; credit card, 2. Most frequent issues: unexpected or other fees, 36; other transaction problem, 25; a fraud-related issue category, 22; other service problem, 22; fees, 14; making or receiving payments, sending money, 14. Top states: Virginia 43, Florida 38, Georgia 20, Illinois 19, Pennsylvania 19, Michigan 16. Company responses: closed with explanation, 211; closed, 62; closed with monetary relief, 6; closed with non-monetary relief, 5; all 284 marked timely. These are financial-product complaints (money transfers, prepaid cards), not phone-call billing; the CFPB does not verify the facts in complaints, and we did not verify how this entity relates to Securus Technologies, LLC.
  • BBB (profile for Securus Technologies, LLC, Carrollton, TX): not BBB Accredited; BBB rating D-, with the reason BBB displays: “Failure to respond to 373 complaint(s) filed against business.” BBB shows 384 total complaints in the last 3 years and 102 closed in the last 12 months, and customer reviews averaging 1.11 out of 5 from 72 reviews. BBB’s page data give a business start date of August 22, 1997 and a BBB file opened on February 1, 2000. The letter rating is BBB’s own grade and is separate from the customer-review average.
  • Trustpilot: we identified no Trustpilot page for Securus Technologies, LLC (a search for “securus” returned Securus Contact Systems, a different company). A page for the domain securustech.net shows 3 out of 5 from 2 reviews. The page for JPay, a Securus/Aventiv brand, is an unclaimed profile showing 1.2 out of 5 from 102 reviews, 8 of them in the last 12 months, with Trustpilot’s notice that “This company hasn't invited their customers, so reviews may not be representative.”
  • ComplaintsBoard: the review breakdown shows 1.0 from 2 reviews (both one-star) and the page lists 90 complaints; separately, ComplaintsBoard displays 1.4 as its “Overall reputation rating based on reviews and complaints,” with “Updated on Jul 10, 2026” shown on the page. The 1.4 is ComplaintsBoard’s combined figure, not an average of the two reviews.
EDITORIAL

Court cases: price-fixing class action, call-recording settlement and the FCC rate-cap appeals

A CourtListener case-name search for “Securus” returned 181 federal dockets on 2026-09-30, many of them brought by individual incarcerated people; this section lists only matters that concern consumer charges, recorded calls or the FCC rate rules. Court filings are allegations unless a court has decided them.

  • Albert v. Global Tel*Link Corp. et al. (D. Md., No. 8:20-cv-01936, filed June 29, 2020): a putative class action by people who paid $9.99 or $14.99 to accept “single-call” collect calls; the plaintiffs allege price-fixing and RICO violations by Securus, Global Tel*Link (now ViaPath) and 3Cinteractive. Steps shown in the court’s orders: preliminary approval of settlements with 3Cinteractive (October 2, 2024) and Global Tel*Link (October 31, 2024; $17 million according to plaintiffs’ counsel); an order on March 27, 2025 compelling arbitration of plaintiffs Albert and Baxter’s claims against Securus; on June 11, 2025, dismissal of the Platinum Equity and ABRY Partners defendants and denial of Securus’s motion to dismiss; and, on October 15, 2025, leave to amend granted in part. Docket entries through June 22, 2026 show discovery disputes involving Securus. The pages we reviewed show no final-approval order for the settlements and no class certification.
  • Romero v. Securus Technologies, Inc. (S.D. Cal., No. 3:16-cv-01283, filed May 27, 2016): a class action over recorded calls between detainees and their attorneys, settled with court approval on November 19, 2020 (details in the case entry below).
  • Securus Technologies, LLC v. FCC (First Circuit, Nos. 24-1860 and 24-1927, consolidated with In re MCP 191): Securus’s petitions for review of the FCC’s 2024 order; on October 31, 2025 the court held that the petitions were properly before it, and we did not verify later merits rulings.

Securus’s Terms contain an arbitration agreement and class-action waiver (Sections 12 and 13), which matters to anyone considering a claim; the March 27, 2025 order in Albert enforced arbitration as to two plaintiffs.

EDITORIAL

Is Securus Technologies Legitimate?

Securus Technologies, LLC operates the websites, phone lines and mailing addresses listed on this page, publishes Terms and Conditions (Version 3.1, effective June 8, 2026) with refund rules, and sells its services through contracts with correctional agencies that, in the FCC’s description, choose the provider without input from the people who use it. Regulators have acted on specific matters: the FCC’s 2017 consent decree ($1,700,000, “does not constitute an admission of liability”), an April 2026 FCC waiver order with conditions, and, for its affiliate JPay, a 2021 CFPB consent order ($4 million redress, $2 million penalty) and a 2022 New York Attorney General assurance ($50,000). BBB showed a D- rating and no accreditation on 2026-09-30, with 384 complaints in three years. The class actions above remain allegations except where a court approved a settlement. Businesses with similar names — Securus Payments, Securus Canada, and forwarding-number resellers — are different companies; the consumer site is www.securustechnologies.com, and securustech.net redirects to it.

PUBLIC RECORD

Court & Public Records

CaseAuthorityDatesTypeOutcomeSource
Albert v. Global Tel*Link Corp. et al. (Securus Technologies, LLC, defendant)
Docket No. 8:20-cv-01936		U.S. District Court, D. Md.FiledFiled — no final outcome recorded

A putative class action by people who paid $9.99 or $14.99 to accept “single-call” collect calls from incarcerated people. The plaintiffs allege that Securus, Global Tel*Link (now ViaPath) and payment processor 3Cinteractive fixed prices and kept undisclosed portions of the “transaction fees,” in violation of the Sherman Act and RICO. No court has decided those allegations, and the orders reviewed show no class certification. Steps in the court’s orders and docket: preliminary approval of a settlement with 3Cinteractive on October 2, 2024 and of a settlement with Global Tel*Link on October 31, 2024 ($17 million, according to plaintiffs’ counsel); an order on March 27, 2025 granting Securus’s motion to compel arbitration as to plaintiffs Ashley Albert and Ashley Baxter and staying their claims; on June 11, 2025, dismissal of the Platinum Equity and ABRY Partners defendants, denial of Securus’s motion to dismiss or strike class allegations, and a direction that Securus respond to the amended complaint by July 2, 2025; on October 15, 2025, leave to file a further amended complaint granted in part (the opinion identifies Lupei Zhu as the remaining plaintiff on the claims against Securus at that date). Docket entries through June 22, 2026 show discovery disputes involving Securus and a June 16, 2026 hearing; the newest entry CourtListener displayed when its docket was opened newest-first on 2026-09-30 was No. 586 (June 22, 2026, hearing transcript). The docket pages reviewed show no final-approval order for the two settlements.

Source
Romero v. Securus Technologies, Inc.
Docket No. 3:16-cv-01283		U.S. District Court, S.D. Cal.
SettledSettled

A class action by people held in California facilities and a criminal defense attorney, alleging that Securus recorded calls between detainees and their attorneys on numbers designated not to be recorded (claims under the California Invasion of Privacy Act and other California law). The court granted preliminary approval of a class settlement on June 16, 2020 and final approval on November 19, 2020; the settlement class covered calls recorded from July 10, 2008 through June 16, 2020. In the settlement the plaintiffs waived their individual claims and claims for monetary damages; Securus agreed, within six months after final approval, to offer customers a no-cost “private call” option for approved numbers, add prompts telling callers whether a call will be recorded, and post information on its website about designating numbers as approved, and to give plaintiffs’ counsel twice-yearly compliance declarations for 12 months. The court awarded $870,000 in attorneys’ fees and costs.

Source
Securus Technologies, LLC v. Federal Communications Commission (petitions for review of FCC 24-75; consolidated as In re MCP 191)
Docket Nos. 24-1860, 24-1927 (lead No. 24-8028)		U.S. Court of Appeals, First Circuit—FiledFiled — no final outcome recorded

Securus, another provider (Pay Tel), several states and public-interest groups petitioned for review of the FCC’s July 2024 order setting call-rate caps. In a December 4, 2024 filing in that court, the FCC stated that the court had denied the stay requests of Securus and Pay Tel. On October 31, 2025 the First Circuit wrote: “we find that the petitions for review of the Order are properly before this Court,” and declined to transfer them to the Fifth Circuit. On October 2, 2024 the FCC’s Wireline Competition Bureau (DA 24-1031) separately denied Securus’s September 26, 2024 petition asking the Commission to stay the order pending judicial review. We did not verify any later ruling on the merits; the FCC has since adopted its 2025 order revising the caps.

Source
CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

VERIFIED

Company Relationships

  • Owned by: Aventiv Technologies, LLC
  • Affiliated with: JPay LLC
  • Affiliated with: Evercom
  • Affiliated with: T-Netix
EDITORIAL

Frequently Asked Questions

How do I get a refund of my Securus AdvanceConnect balance?

Securus’s Terms and Conditions (Version 3.1, effective June 8, 2026) say an AdvanceConnect account holder “may request to close your AdvanceConnect account and obtain a full refund of the account balance at any time,” through the Securus Online account or by calling 972-734-1111 or 1-800-844-6591. The request is held for 7 to 10 days; a card-funded balance is refunded to the card (“generally takes 2-3 business days,” and up to one billing cycle to appear), and a balance funded by check, money order, Western Union or MoneyGram is refunded by mailed check that “could take up to four weeks.” Under the Terms, money in a Securus Debit account belongs to the incarcerated person and is not refundable to family members.

What happens to an inactive Securus account balance?

Securus’s Terms say that when an AdvanceConnect account has been inactive for 180 days (365 days for Alaska and TDCJ account holders), Securus will notify the account holder and, unless told the account should stay open, close it automatically after 10 days without a response. A balance over $1.50 is then refunded automatically; a balance of $1.50 or less must be requested from Securus. The Terms set different periods for Alabama (90 days) and New Mexico (180 days) accounts, and say that if a refund cannot be made “these funds will be held by Securus until they can be administered in accordance with applicable laws.” The FCC rule in 47 CFR 64.6130, as summarized in the FCC’s June 18, 2026 compliance guide, says no provider may dispose of unused funds until at least 180 calendar days of continuous inactivity (or a longer period set by state law), that a refund must include the entire balance — the guide adds “including any deductions the provider may have made in anticipation of taxes or other charges that it assessed when funds were deposited and that were not actually incurred” — and that no processing fee may be charged. The two texts word the details differently, and this page reports both without deciding which controls.

How do I dispute a dropped Securus call?

Securus’s disclosures page says: “If you believe you should receive a credit for a dropped call you can give your permission and request that we investigate the reason the call may have been dropped. Complete this form within 90 days. You will receive a response and a possible credit for the dropped call. Please allow 5 days from the receipt of the form for resolution.” The Dropped Call Investigation Form asks for your location, email address, the date and time of the call and the number it came from. If calls are blocked rather than dropped, FCC rule 47 CFR 64.6050 (effective November 19, 2024) says a provider may not block a collect call solely because it has no billing relationship with the called party’s phone company unless it offers debit, prepaid or prepaid collect calling. Because the form window is 90 days and Securus says online statements are available for 90 days, saving the statement line for the call (date, time, facility, length, amount charged) is a practical way to keep the record; 47 CFR 64.6110(b) lists, among the items a bill must show when it labels the facility-related rate component, “the amount charged to the Consumer for the call or calls on the bill.”

What are the FCC rate caps for Securus calls now?

The FCC’s interim audio caps, required since April 6, 2026, are an effective $0.11 per minute in prisons, $0.10 in jails with 1,000 or more average daily population, $0.12 in jails of 350–999, $0.13 in jails of 100–349, $0.15 in jails of 50–99 and $0.19 in jails under 50; each figure is a cap plus a facility-cost additive of up to $0.02, before permitted taxes and regulatory pass-through charges. The 2024 order had set audio caps of $0.06 to $0.12 (FCC news release of July 18, 2024), and the FCC replaced them in an order adopted October 28, 2025; the new caps are interim while the FCC considers permanent ones. They apply to intrastate, interstate and international calls, with an extra charge allowed for international audio calls. Securus’s California page says in-state calls from California facilities have been capped at $0.045 per minute since June 23, 2026. Securus’s own FCC page is dated March 3, 2022 and shows the older 2021 caps.

How do I complain about Securus to the FCC or a state regulator?

Start with Securus (972-734-1111 or 1-800-844-6591, 24 hours). The FCC then takes informal complaints at fcc.gov/complaints or 1-888-225-5322; it advises trying to resolve the issue with the provider first and says that if it serves a complaint the provider must respond in writing within 30 days. Securus’s state page (revised November 19, 2024) lists the California Public Utilities Commission Consumer Affairs Branch (1-800-469-7570), the Colorado PUC (puc.colorado.gov), the New Mexico Public Regulation Commission Consumer Relations Division (1-888-427-5772) and the New York Department of Public Service (www.dps.ny.gov/complaints, 1-800-342-3377). That state page lists routes for those four states only; on the page read on 2026-09-30 we found no route listed for other states. If the provider’s response to an FCC complaint does not settle it, the FCC says you may send rebuttal information by replying to the FCC’s email, and that a “formal” complaint “must be filed within six months of the date of the response to your informal complaint” (fee listed by the FCC as $605.00, “subject to change”). For JPay money transfers or debit release cards, the CFPB takes complaints at consumerfinance.gov/complaint/; JPay’s Consumer Protection page also lists state regulator complaint contacts for JPay customers (for California, the Department of Financial Protection and Innovation at 1-866-275-2677), and says to contact JPay customer service at 1-800-574-5729 first. The Terms’ formal dispute procedure (Section 12) is separate and requires a written notice.

What government orders involve Securus or JPay?

Five orders are documented in primary sources. (1) FCC Consent Decree, released October 30, 2017: Securus and related entities agreed to pay a $1,700,000 civil penalty over statements about state approvals in a transfer-of-control application; the decree “does not constitute an admission of liability.” (2) CFPB consent order against JPay, LLC, October 19, 2021: $4 million in redress and a $2 million penalty over prepaid debit release cards, entered “without admitting or denying” the findings. (3) New York Attorney General Assurance No. 22-079, December 2022: JPay agreed to pay $50,000 and provide free stamps over media-service practices at New York State prisons; “JPay neither admits nor denies” the findings. (4) FCC Wireline Competition Bureau order DA 26-319, April 3, 2026: a conditioned waiver for Securus’s video per-minute pricing through July 6, 2026. (5) FCC Wireline Competition Bureau order DA 24-1031, October 2, 2024: denied Securus’s petition to stay the FCC’s 2024 rate order pending judicial review (a ruling on a stay request, not a penalty). The FCC’s call-rate rules apply to every provider.

Has Securus been the subject of class actions?

Two class actions are documented in court records. In Albert v. Global Tel*Link Corp. (D. Md., No. 8:20-cv-01936, filed June 29, 2020), people who paid $9.99 or $14.99 to accept single-call collect calls allege price-fixing and RICO violations by Securus, Global Tel*Link and 3Cinteractive; as of the docket entries we reviewed (through June 22, 2026) the case was in discovery against Securus, and two plaintiffs’ claims against Securus had been sent to arbitration on March 27, 2025. In Romero v. Securus Technologies (S.D. Cal., No. 3:16-cv-01283), a class settlement over recorded attorney-detainee calls received final approval on November 19, 2020; it provided injunctive relief (a no-cost “private call” option, recording prompts and website information), and the plaintiffs waived monetary-damages claims.

What do the Securus Terms say about arbitration and formal disputes?

Section 12 of the Terms (Version 3.1, effective June 8, 2026) says disputes are to be resolved “through an individual small claims court action or through binding individual arbitration,” and Section 13 waives jury trial and class actions. Before either side starts legal action, the Terms require a written “Notice of Informal Dispute Resolution Attempt,” mailed to Securus Technologies, LLC, Attn: Legal Department, 5360 Legacy Drive, Plano, TX 75024, or emailed to [email protected], allowing 30 days to respond. They state: “your submission of a complaint or support ticket to us, or any other notice that doesn't strictly comply with the notice requirements above, is not considered a good faith effort to resolve the dispute in accordance with this paragraph.” In the Albert case a federal court on March 27, 2025 enforced arbitration for two plaintiffs.