Securus Technologies Reviews, Complaints & Contacts

Contacts & Login

PhoneEmailAddress

Customer service & general contact

• VerifiedMain support line, calling from a mobile phone, 24/7972-734-1111
• VerifiedMain support line, calling from a landline or internationally, 24/71-800-844-6591 101 complaints mention this number

Cancel, billing & returns

• VerifiedLegal Department, for a written Notice of Informal Dispute Resolution Attempt[email protected]

Account & login

• VerifiedClosing a Video Connect account, by phone with a representative877-578-3658
• VerifiedSign in or create a Securus Online accountsecurustech.online ↗
• VerifiedJPay product and account inquiries800-574-5729 1 complaint mentions this number

Locations

• Headquarters5360 Legacy Drive Suite 300 Plano TX 75024
• Mailing addressPO Box 1109 Dallas TX 75001
• Mailing addressPO Box 650757 Dallas TX 75265-0757

Is Securus Technologies Legitimate?

BBB, CFPB, ComplaintsBoard

Legal name

Securus Technologies, LLC

Founded

1997

Business type

Incarcerated-communications provider (prison and jail phone calls, video visits, messaging, tablets; JPay money transfers through an affiliate), a subsidiary of Aventiv Technologies

Website

securustechnologies.comSource: Securus consumer site, checked 2026-11-02

Headquarters

Plano, TXSource: Tennessee Public Utility Commission docket 26-00065, principal place of business, checked 2026-11-02

Owned by

Aventiv Technologies, LLCSource: Securus consumer site, parent company statement, checked 2026-11-02

Owned by

SCRS Intermediate Holding CorporationSource: Tennessee Public Utility Commission docket 26-00065, transfer of control letter, checked 2026-11-02

Independent Sources

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

Complaint Themes

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 148 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 on this page.

• Video call deposit of $20 never worked, refund refusedPublished Sep 7, 2013 · Historical consumer allegation
• Paid for family calls that kept dropping, refund requestedPublished Sep 6, 2013 · Historical consumer allegation
• Charges for calls to a removed number and threat of account blockPublished Aug 19, 2013 · Historical consumer allegation
• Deposit made but inmate calls would not connectPublished Aug 15, 2013 · Historical consumer allegation
• Unexpected payment demand after account was cancelled and refundedPublished Aug 7, 2013 · Historical consumer allegation

Complaints and ratings, source by source

Each source on this page is reported on its own; the figures are not added together.

• USAComplaints: 148 published complaint reports are linked to this profile. The linked posts date from 2005 to 2013 and name Securus or its former and division names (Evercom, T-Netix, Correctional Billing Services, SecurusTech); a few concern JPay. They are users’ allegations. In the writers’ words they describe call charges they considered high, blocked or cut-off calls, deposit fees and duplicate charges, trouble getting account balances back, and difficulty reaching customer service; one 2012 post praises a Securus representative for fixing a calling problem. All of them predate the FCC’s 2024 and 2025 rate rules and Securus’s current Terms. Posts about Securus Payments, Securus Canada and resellers of forwarding numbers (Jail Call Solutions, Prison Call Solutions, ConsCallHome) concern other businesses and are not linked to this profile.
• CFPB Consumer Complaint Database (company name “Securus J Holdings, LLC”): 286 complaints since May 14, 2013, 25 of them in the last 12 months. By product: money transfer, virtual currency or money service, 144; credit card or prepaid card, 31; prepaid card, 29; bank account or service, 23; checking or savings account, 18; 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 category, 22; other service problem, 22; fees, 14; making or receiving payments and sending money, 14. Top states: Virginia 43, Florida 38, Georgia 20, Illinois 19, Pennsylvania 19, Michigan 16. Company responses: closed with explanation, 213; closed, 62; closed with monetary relief, 6; closed with non-monetary relief, 5; all 286 answered on time. These are complaints about financial products such as money transfers and prepaid cards, not about phone-call billing, and the CFPB does not verify the facts in them.
• BBB (profile for Securus Technologies, LLC, Carrollton, TX): not BBB Accredited; BBB rating D-. BBB shows 365 complaints in the last 3 years, 84 of them in the last 12 months, and customer reviews averaging 1.12 out of 5 from 67 reviews. BBB gives a business start date of August 22, 1997. The letter rating is BBB’s own grade and is separate from the customer-review average.
• Trustpilot: the page for JPay, an Aventiv brand, is unclaimed by the company and shows 1.2 out of 5 from 102 reviews; Trustpilot notes that the company has not invited its customers to review, so the reviews may not be representative.
• ComplaintsBoard: the page lists 90 complaints and two reviews averaging 1.0. It separately shows an “Overall reputation rating based on reviews and complaints” of 1.4, which is ComplaintsBoard’s own combined figure, not an average of the two reviews.

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.

In short:

1. Save the statement line for the call or charge (date, time, facility, length, amount); online statements stay up for only 90 days.
2. Contact Securus first: 972-734-1111 (mobile) or 1-800-844-6591, 24 hours, or the Dropped Call Investigation Form within 90 days of the call.
3. If that does not settle it, file with the FCC (fcc.gov/complaints, 1-888-225-5322) or your state utility commission; for JPay money transfers and release cards, file with the CFPB.

The details on this page come from Securus’s Terms and Conditions (Version 3.1, effective June 8, 2026) and its Rates & Consumer Disclosures page.

• 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.”
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  The balance stays the incarcerated account holder’s property under the FCC’s unused-funds rule. If money went to the wrong account, call Securus at 1-800-844-6591 as soon as possible.

• 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, which must be submitted within 90 days of the disputed call or video session. The disclosures page asks you to allow 5 days for a response and “a possible credit”; the form itself says investigations typically take 30 business days and that you remain responsible for the charge if Securus finds it valid. 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.”
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  Questions about a facility’s own rules, including whether calls and video visits are recorded, go to the facility; the Terms say so for recording.

• Rates: compare the per-minute price on your statement with the FCC caps in the related 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. Video must also be priced per minute: Securus’s per-session video billing was allowed only under temporary FCC waivers, the last of which (DA 26-319) ran through July 6, 2026, with pro-rata refunds of unused session time required at facilities not yet converted.

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 disclosures page names the utility regulators in California, Colorado, New Mexico and New York (contacts in the FAQ on complaints on this page); elsewhere, ask your state public utility commission. 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”). If you paid by credit card and were charged for something you did not receive, you can also dispute the charge with your card issuer in writing within 60 days after the statement showing it was sent, under the Fair Credit Billing Act; for a debit card, report the error to your bank within 60 days under the Electronic Fund Transfer Act.

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 caps under 47 CFR 64.6030, shown as cap + the maximum $0.02 facility-cost additive = highest allowed rate, before permitted taxes and regulatory pass-through charges:

• 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. Since April 6, 2026 providers must also charge for audio and video by the minute rather than by the session.

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

Court records

Securus is named in many federal cases, a large share of them brought by individual incarcerated people. The three matters on this page concern consumer charges, recorded calls and the FCC rate rules. Court filings are allegations unless a court has decided them.

Court & Public Records

Who Securus is, who owns it, and recent changes

Securus Technologies, LLC sells phone, video and messaging services to people in prisons and jails and to the friends and family who stay in touch with them. Its Terms list these products: AdvanceConnect (a prepaid calling account), Direct Bill, Securus Debit, Video Connect, messaging and tablets; money transfers and release debit cards are offered under the JPay name. Securus says it serves more than 3,400 public safety, law enforcement and corrections agencies and over 1.2 million incarcerated people across North America. The company describes itself as based in Dallas; its July 2026 filing with the Tennessee Public Utility Commission gives its principal place of business as 5360 Legacy Drive, Suite 300, Plano, Texas 75024, the address its Terms use for legal notices. General mail goes to Securus Contact Center, PO Box 1109, Dallas, Texas 75001.

Ownership and history. Securus’s site says “Aventiv® is the parent company of JPay® | Securus Technologies®.” Its history page traces the business to Tele-Matic Corporation, which became T-Netix and was founded in 1986, and to the 2004 combination of T-Netix and Evercom Systems that formed Securus Technologies. The company’s 2005 annual report (Form 10-K) also describes “Correctional Billing Services (CBS), a division of Securus,” a name Securus still uses for check payments. On July 2, 2026 Aventiv announced that it had completed a recapitalization “through a debt-for-equity exchange” and that Securus, Securus Monitoring and JPay would continue to operate without interruption. A July 20, 2026 letter to the Tennessee Public Utility Commission (docket 26-00065), signed by counsel for Securus and for Platinum Equity Capital Partners IV, L.P., describes the change: the Platinum Equity fund previously held an indirect controlling interest of about 72.63 percent in Securus, and Aventiv’s first-lien lenders (about 97.5 percent) and second-lien lenders (about 2.5 percent) now hold all of the equity and voting interest in SCRS Intermediate Holding Corporation. The letter says that company “has become the ultimate controlling parent of Aventiv” and Securus and that “no single entity or group controls” it; it does not name the lenders. On August 3, 2026 Aventiv named Brian Evans chief executive officer and Kevin Elder president. Securus files its FCC price lists under the name Securus Technologies, LLC.

Company Relationships

• Owned byAventiv Technologies, LLC
• Affiliated withJPay LLC
• Affiliated withEvercom
• Affiliated withT-Netix
• Owned bySCRS Intermediate Holding Corporation

Frequently Asked Questions