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Even though your account balance is positive, there could be several reasons why you are not receiving calls:
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Securus Technologies manages the inmate telephone system responsible for processing all secure calls placed from this facility. Specifically, they install and centrally manage state–of–art call management and communication systems for use by correctional facilities, and they offer a variety of convenient payment products and services to inmates and their friends and family members.
Use Securus’ Call Rate Calculator to quickly and easily find out the cost of a call from a Securus serviced correctional facility. The cost of a call varies based on where you live, what facility you receive calls from as well as the time of day and duration of calls received.
Securus understands the importance of variety and convenience when it comes to funding inmate telephone calls. In order to deliver the best service, we offer a number of payment product options, making it easy for you to choose the perfect fit for your needs in order to stay in touch with your incarcerated loved one:
When you receive a call from an inmate and the call is answered, a brief message will be played that identifies the call as being collect. Information about the name of the correctional facility and/or the name of the inmate may also be provided.
Your calls may be disconnected if a call violation is detected. To avoid being disconnected do not:
If you believe you were disconnected for another reason, complete Securus' Dropped Call Investigation Form and submit the attached form within 90 days of the disputed call. Please allow up to 30 days from receipt of the form for resolution. The completed form can be faxed to 972-277-0714 or mailed to the following address:P.O. Box 1109Addison, TX 75001
If your loved one states there are issues with the telephones at the correctional facility, please have your inmate do the following:
Blocks may be placed on your phone for several reasons including:
To see more reasons why there might be a block on your phone, please visit Securus' Account Status Blocked page.
If you would like to prevent calls from a correctional facility handled by Securus Correctional Billing Services, please contact us at 800-844-6591 or submit a question to Customer Care and a representative will assist you in placing a restriction on your phone line. There is no charge for this service.
We make every effort to stop unwanted collect calls; however, we cannot guarantee this service for facilities that Securus does not support. If you are still receiving collect calls more than 48 hours after placing a restriction on your phone line, please contact the Securus Correctional Billing Services and additional steps may be taken to prevent the collect calls.
Fill out Securus' Inquiry Form. The inquiry may take up to 5 days to process upon receipt of the form.
If you suspect your identity or financial information has been used fraudulently to open a Securus CBS account, please start an investigation with Securus CBS. Please report all fraudulent activity to your local police department as well. To start an investigation we recommend you submit a Police report or Identity Theft Affidavit. Please be advised that the investigation may take up to 15 days to process upon receipt of the report.
More questions can be answered by visiting the Securus Customer Care page. There you can:
Utilize the following contact information: