No surprise: Securus refund disaster

by Bernadette Rabuy, February 3, 2015

I woke up today feeling pretty irked. Back when we were working on our report on the video visitation industry in prisons and jails, I tried to do a Securus video visit with an incarcerated person in Texas. Even though the Securus interface said “Status: Ready,” and I could see my face on the computer screen, I waited for 25 minutes for a video visit that never happened.

As a result, a month ago, I requested a refund from Securus. Since it seemed like I did everything right, I was feeling fairly confident that I’d get a refund. I submitted the refund form a month ago and never heard back. Today, I called, and the automated attendant said I’d have a 4 minute wait, but after 20 minutes I gave up.

And then I noticed this: Securus changed the status of my video visit to “Status: You did not log in for your scheduled visit.” I just so happen to have a screen shot of the Securus website from last month when I was waiting for my visit. Do I look logged in to you?

Securus video visit screen shoot

2 Responses

  1. Joanne Jones says, 5 days, 23 hours after publication:

    Securus now owes me for two unacceptable video chats. On each occasion, my loved one and I were disconnected 4 times during the visit. I suggest writing to the CEO – Rick Smith, 14651 Dallas Parkway, Dallas, TX 75254. I did that last month and got a personal call back from a representative. Nothing was handled to my satisfaction, but I was able to get my point across – he suggested I call technical support (which, as you know, is useless). If we inundate them with feedback, perhaps something will be done.

  2. Arkansas DOC to implement Securus video visits | Prison Policy Initiative says, 3 months, 3 weeks after publication:

    […] possible or will it follow in Securus’s footsteps in providing a customer service experience so frustrating that families give up on refunds? We will be developing a response strategy so stay […]

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  • May 15, 2018:
    Our Policy Analyst Lucius Couloute will be at the LEDA Summit on Race and Inclusion in Holland, Michigan, presenting his research on the challenges and disadvantages people face when they are released from prison. Tickets are available on LEDA’s website.

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