Complaint Review: SECURUS TECHNOLOGIES - Dallas Texas

I have been dealing with Securus Technologies since 4/25/12 when I received an odd call from my fiance that said something about a free call.  We got 15 seconds and then the line went dead.  After that I could not get collect calls from him.  I called the jail asking about the strange "free call" message and what was going on with the phones and was directed to call Securus.

The automated message stated that there was an account for my number and asked me for my pin, I had never set up an account.. it took entering random numbers enough times that the system rejected me to get to customer service.  I was told that an account had been set up previously on my number, but it wasn't in mine or my fiance's name so they couldn't tell me anything until I provided proof of ownership.  If I wanted to speak with my fiance I needed to set up a prepaid account. 

I had just pulled every bit of money I had off all of my cards and it was after banking hours so I had to go to Walmart (a 20 drive each way), buy a prepaid debit card, and pay to load money onto it.  I called back as directed to set up the account, but once the account was set up I was told it would take up to 3 days before I could get calls (this was not told to me during my earlier call).  I faxed the info at this time to prove ownership of the phone number at this time.

I regularly get calls where there is no recording so I can't accept calls, but I seem to get billed for those calls unless he calls back to back quick enough until I get the recording.  Sometimes if he's not quick enough they show up as 1 or 2 min calls which cost $2.22.  When I go to "Rate My Call" to check rates they state the following:

Call Duration: 15  Total Amount:  $6.25   Rated Amount: $4.50  Connection Charge: $1.75
While they claim the Total Amount will be $6.25 in reality I'm billed $6.78.  Add to that the $6.95 fee to add money to the prepaid account I am forced to have.  I also have billed calls for calls I never receive and from locations where I don't know anyone.  These calls do not show up on my caller ID, in fact the one from today apparently took place while I was on the phone with my children's Dr's office.  I'm told I can dispute these but it will take 90-180 days and I don't have faith that the money will get returned.

I resent the "Proof of Ownership" information on June 21st, now I finally was able to be told why my account was blocked.  They stated that my phone company, CenturyLink, put the block on.  I had already talked to the phone company and told them that that was not the case according to CenturyLink.  Then I was told that the collect calls exceeded the limit that was set up when my account was created and it would take 90-180 days, from the date the phone bill was paid, for me to be able to accept collect calls.  I questioned how the amount was set, I was told the phone company sets it when you create an account, but an account with my number had been set up before this and I had no problems receiving calls when my son was in Juvenile Detention even though the $100 limit was exceded then.

It has been one thing after another with Securus!  I feel like I spend more time on the phone with them than I do with my fiance!  I never get solutions, answers, or even the full truth.  When I complain I find that my web account access gets blocked or my account randomly gets blocked even with funds available.  Today I was informed that my debit card number was invalid, but it's the same one I always use, correct format, funds are in the account, and the bank is not blocking it.  Due to the charges for the "phantom calls" I was unable to receive a call tonight which resulted in a 2 hour crying session (and most likely nightmares later) from our 11 yr old.

I have no choice but to put my families financial well-being at risk and pay these fee's.  My 11 yr old has been phonologically traumatized by the situation with his dad and his councilor feels that not having that daily contact will cause him further harm. I have canceled our cable, cut back the internet and phone to the bare minimum, and that still doesn't cover the cost of the daily calls.  I'm doing my best to keep my electric bill as low as possible as well as doing everything in my power to make lower cost meals for the family.  

We do not eat out anymore, the kids will not have fireworks for the 4th, I limit trips outside the house to save on gas, etc... it's still not enough.  I gave them close to $350 last month alone!  I feel like I'm being held hostage by a corrupt company!  I feel punished because my fiance was accused of a crime.  I guess that's part of the punishment for those in the corrections system, watching their families suffer and not being able to do anything to help.  Securus is the ONLY provider for these calls, or so I'm told, so I have no options.

For those that have had dealings with Securus I thought you might get some humor from the "Securus Integrity Pledge"  You can read it here http://www.securustech.net/integrity_plegde.html   From this end it sure doesn't seem like they have much integrity and they most defiantly are not following the claims made in the pledge!  I am open to taking ANY action possible against this company.

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Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, it is the only thing that ever has.  ~Margaret Mead