HELP US END MASS INCARCERATION The Prison Policy Initiative uses research, advocacy, and organizing to dismantle mass incarceration. We’ve been in this movement for 20 years, thanks to individual donors like you.

Can you help us sustain this work?

Thank you,
Peter Wagner, Executive Director

No surprise: Securus refund disaster

I waste 25 minutes for a visit that never happens, and Securus gets to keep my money anyway.

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:

    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. […] 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 […]

Stay Informed

Get the latest updates:

Tweet this page Donate