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?