Securus Technologies

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services, (collectively, "Securus"), hereby responds to ***' complaint regarding calls from her Loved One at the New York State DOC - Lakeview Shock Incarceration Correctional Facility located in Brocton, NY.
Ms. indicates that she is having issues receiving / accepting calls from her Loved One. She would like the issue fixed.
Investigation into this matter found AdvanceConnect account number XXXXXXXX was established in the name of *** for billed telephone number XXX-XXX-XXXX.
Upon receipt of her complaint, research was done regarding the call attempts made to the telephone number that she provided. They were made by the inmate using her AdvanceConnect account and Free calls that are made available to the inmates at that facility. Ms. has received calls to XXX-XXX-XXXX. Good calls were made through March 16th. The calls starting on March 25th that were not completed show to have standard "Called Party Busy", "Called Party No Answer" and "No Positive Acceptance" call endings. These continued until a good call was made on March 29th.
No additional call attempts were made by her Loved One. He was released on April 2nd. Her account was closed and refunds were provided on April 13th for the remaining available balance in her account. We apologize for the inconvenience.
Securus sincerely regrets Ms.' frustration concerning her call issue. If there should be any other questions or concerns, she may write us JPay, a Securus Technologies Company, PO BOX *** Addison TX XXXXX, Attn: ***
Sincerely,
Lonnie ***
Lonnie *** Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding a payment for calls from
Kentucky Department of Corrections ("KY DOC") - Lee Adjustment Center, located in Beattyville, KY.
Mr. indicates he has experienced a payment issue to an inmate who did not receive his Inmate Debit
account payment.
Investigation into this matter found AdvanceConnect account number XXXXXXXX was established in the name
of *** on January 13, 2018 for billed telephone number XXX-XXX-XXXX.
Upon receipt of his complaint, his payment reviewed. The payment below was found on Mr. Loved
One's account.
Type Amount Date/Time User Reference # Description
Payment $15.00 02/28/2020 14:45:41 WEBPortal XXXXXXXXXXXXXXXXXXXXX Vantiv Visa Payment
It was added to his Loved One's account. However, good Inmate Debit account call attempts were not found.
Further research found an issue with the Inmate Debit account where the funds had to be used for another
purpose.
Due to federal privacy rights, Securus can only provide limited information regarding another person's phone
account.
Securus sincerely regrets Mr. frustration concerning his reported payment issue. If there should be any
other questions or concerns, he may write us at Securus Correctional Billing Services, PO BOX 1109, Addison TX
75001, Attn: CET.
Sincerely,
***
***
Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***' complaint regarding her account for calls from the
Connecticut Department of Corrections ("CT DOC") - New Haven Correctional Center located in New Haven, CT.
Ms. indicates she was charged twice and her bank contacted Securus. Credit card payments on her account
are now blocked and she wants it removed.
Investigation into this matter found AdvanceConnect account number XXXXXXX was established in the name of
*** on November 12, 2014 for billed telephone number XXX-XXX-XXXX.
Upon receipt of her complaint, a review of her account did not find any double payments on the same day. We
did find a $20.00 payment on February 14th and another on February 16th.
On February 14th, Securus received a chargeback for the $20.00 credit card payment from the financial institution
of her credit card used to make the payment. This chargeback caused her credit card privileges to be halted.
When Securus does not accept credit card payments, future payments to her account must be made through
Western Union, MoneyGram, money order or cashier's check.
She has made multiple MoneyGram payments since that time and has been receiving good calls from her Loved
One.
Her issue was escalated to our Credit Risk Dept. and the credit card payment restriction was not removed after
we received the chargeback.
Securus sincerely regrets Ms.' frustration concerning her inability to make payments. If there should be
any other questions or concerns, she may write us at Securus Correctional Billing Services, *** BOX ***
TX XXXXX, Attn: CET.
Sincerely,
***
***
Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to Maria Esperanza ***'s complaint regarding an account for calls
from the Clark County Detention Center North located in Las Vegas, NV.
Ms. Esperanza ***'s complaint outlines her concerns about an account that was opened in her name.
Investigation into this matter finds AdvanceConnect prepaid account was established in the name of ***
Esperanza ***. The Securus account was created in her name through the Securus Mobile App.
Securus is obligated by law to protect the privacy of all of its customers. We strive to protect our customers
from fraudulent attempts to access their account information. We are limited on how much information we
can provide without the required security information.
Due to Customer Proprietary Network Information ("CPNI") laws, account information can only be accessed by
providing specific information to prove the account holder. As such, Securus requires that any consumer
attempting to acquire account information or make changes to an account must verify the name and passcode
on the account. Anyone who has access to your personal information such as your name and passcode *** able to access your account, whether over the telephone with a live representative or via automated IVR.
Securus would have no way of knowing if the caller misrepresents their identification, precipitating the need
for the passcode for all account access.
Ms. Esperanza *** called Securus to report the identity theft / fraud. A Global Fraud block had already
been placed on the account and telephone numbers that were being used. However, the account with a
balance due remained in her name. In her case, it was highly recommend that she goes through the process
below in order to resolve the issue.
Securus requires customers that report an account was set up without their permission or knowledge to:
File a police report.
Send a copy of the SCBS account invoice/statement along with police report to SCBS.
Information can be faxed, emailed or mailed
Fax Number: XXX-XXX-XXXX
Upload to Ask A Question on www.securustech.net
Or Mail to:
Securus Technologies
*** Box ***
Addison, Texas XXXXX
Upon receipt of the documentation provided by Ms. Esperanza ***, her issue was escalated to our Credit
Risk department. Steps were taken to clear her name from the account.
Securus sincerely regrets Ms. Esperanza ***'s frustration concerning the fraudulent activity that she has
experienced. If there should be any other questions or concerns, she may write us at Securus Technologies
LLC, *** BOX *** Addison TX XXXXX, Attn: CET.
Sincerely,
Lonnie ***
Lonnie ***
Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding his account for visits from
the *** County Jail located in Hart, MI.
Mr. indicates he has experienced issues with his schedule video visitations. He would like a credit for a
visit that he could have.
Investigation into this matter found Securus Video Visitation (SVV) account number XXXXXXXX was established
in the name of *** on September 6, 2019 for billed telephone number XXX-XXX-XXXX.
Mr. has not provided any details as to which video visitation(s) that he has had an issue with. He has
had multiple successful video visitations with his Loved One since opening his account on September 6th and
registering in the SVV platform.
Upon receipt of his complaint, his visits with his Loved One that were reviewed. Per our Terms and Conditions,
credits are not provided for Missed by Customer video visitations.
The review of his account found that:
- He had a missed by customer visit on October 6th. CET has provided a $13.77 credit for the missed
visit.
- He had two visits that were canceled by the facility on November 15th and November 23rd. Credits
were provided for both. He was able to use the funds for future visits.
- He also had a visit scheduled for February 6th which he canceled. He provided the correct amount
of notice of cancelation and a credit was provided.
Below are excerpts from the SVV Terms and Conditions:
Visits are pre-paid and non-refundable. If you believe there was a system problem that did not allow you to participate in a
scheduled video visit, please fill out and submit a Credit Request Form. We *** review and reply to your request within 72
hours.
Securus is not responsible for disconnects due to behavior issues, disconnects initiated by the correctional facility, or
disconnects due to internet connection or hardware malfunctions. If you believe your session was disconnected due to a
Securus Video Visitation system error, fill out and submit a Credit Request Form. We *** review and reply to your request
within 72 hours.
In limited situations, Securus may, at its discretion, offer a credit for a scheduled and paid Video Visitation session. A credit is
defined as funds used to pay for a session being placed back on to the user's account, which are available for use for another
future Video Visitation session. Credits may occur when a) a user cancels a paid Video Visitation session with the requisite
advance notice as defined per the facility, b) the facility cancels a paid Video Visitation session before the session begins, c) the
facility rejects a paid Video Visitation session prior to it starting, and d) Securus cancels a paid Video Visitation session before the session begins. Credits *** not be given for sessions where the scheduled time has started or prior to session completion.
Credits shall expire 90 days from date of issue.
In the future, Mr. can request a credit per the following process.
Please visit our website at www.securustechnologies.com. After selecting the Family and Friends link, select Customer Care
and select FAQs Search for "My Visitation was Disconnected" and select the "Credit Request Form" link. For inmate calls
funded by his AdvanceConnect account, Search for "I have a call that was prematurely disconnected" and select the "Credit
Request Form" link.
Please submit the form by:
Our website by attaching your form through our Ask A Question page
Faxing the form to XXX-XXX-XXXX
Mail form to PO Box *** Texas XXXXX Attn: Inquiry Department
Once it has been determined to provide / deny the credit for the requested visit or call, an email notification is sent to the
customer. The form states "The investigation can take up to 5 days to complete upon receipt of form". Securus Video
Visitation Credit Request Forms have been mailed to his for future use.
The SVV team has their own dedicated contact information.
- Via our website (www.securustech.net) as well as by an agent.
- Via by phone at XXX-XXX-XXXX.
Securus sincerely regrets Mr. frustration concerning his video visitation issues. If there should be any
other questions or concerns, he may write us at Securus Technologies, PO BOX *** XXXXX, Attn:
CET.
Sincerely,
***
***
Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding her account for calls from the
*** - *** State Prison *** in ***
Ms. indicates she made a payment that she disputed. She had made an additional payment but was
unable to have calls. She wants a refund or to be able to use her account.
Investigation into this matter found AdvanceConnect account number XXXXXXXX was established in the name
of *** on September 26, 2016 for billed telephone number XXX-XXX-XXXX.
On November 30, 2019, Ms. had made a $25.00 payment into her AdvanceConnect account for prepaid
telephone calls with her Loved One.
On December 15th, Securus received a chargeback for the $25.00 credit card payment from the financial
institution of her credit card used to make the payment. This chargeback caused her credit card privileges to
be halted.
Normally upon receipt of a chargeback, a restitution payment is required to place the account back in good
standing. A payment via MoneyGram, Western Union, money order or cashier's check must be made to her
account for all outstanding charges.
She made a payment for $30.00 on January 11th. However, she was still unable to make calls.
Upon receipt of her Revdex.com complaint, her issue was escalated to our Credit Risk Dept. and the account has been
unblocked. It can now be used to receive calls from her Loved One.
Securus sincerely regrets Ms. frustration concerning her inability to get calls / make payments. If there
should be any other questions or concerns, she may write us at Securus Correctional Billing Services, PO BOX
1109, Addison TX XXXXX, Attn: CET.
Sincerely,
Lonnie ***
***
Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding her account for calls from
the San Joaquin County Jail located in Lancaster, located in French Camp, CA.
Ms. indicates she made a payment that she disputed. After providing documents she wants her
account and payment privileges unblocked.
Investigation into this matter found AdvanceConnect account number XXXXXXX was established in the name of
*** on March 10, 2014 for billed telephone number XXX-XXX-XXXX.
Ms. had made multiple $4.00 payments and other payment amounts into her AdvanceConnect account
for prepaid telephone calls with her Loved One.
On January 2nd, Securus received two chargebacks for $4.00 credit card payments from the financial institution
of her credit card used to make the payment. This chargeback caused her credit card privileges to be halted.
Normally upon receipt of a chargeback, a restitution payment is required to place the account back in good
standing. A payment via MoneyGram, Western Union, money order or cashier's check must be made to her
account for all outstanding charges.
She has made two payments since then via checks that were mailed in. Payments made by check do not have
a payment fee. Please allow 7 to 10 days for the payment to post if paid by mail. Once her payment has
posted to her account, the account will be available for use.
Upon receipt of her documents, her account has been unblocked and has been used to receive calls from her
Loved One. However, Securus will not accept credit card payments for future payments. Future payments to
her account must be made through Western Union, MoneyGram, money order or cashier's check.
Effective January 1, 2020, the payment fee to fund a Securus account through Western Union and MoneyGram
was lowered to $5.95. Securus sincerely regrets Ms. frustration concerning her inability to get calls / make payments. If
there should be any other questions or concerns, she may write us at Securus Correctional Billing Services, PO
BOX 1109, Addison TX 75001, Attn: CET.
Sincerely,
Lonnie ***
Lonnie ***
Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding his account for visits from
the Cochise County Jail Main located in Bisbee, AZ.
Mr. indicates he has experienced payment issues and is unable to schedule video visitations. He
would also like a credit for a visit that he could.
Investigation into this matter found Securus Video Visitation (SVV) account number XXXXXXXX was established
in the name of *** on July 21, 2019 for billed telephone number XXX-XXX-XXXX.
Mr. had made two payments into his SVV account to prepay for video visitations with his Loved One
on July 22, 2019. He made an additional payment on July 27th.
The first of three visits show to be Missed by Customer.
On July 29th, Securus received a chargeback for a $10.81 credit card payment from the financial institution of
his credit card used to make the payments. This placed his account in a Locked status.
A re-instatement of the chargeback payment was received on September 17th.
Upon receipt of his complaint, his issue was escalated to our Credit Risk team. After reviewing the details of
his account, the Locked status was removed.
Upon receipt of his complaint, his visits with his Loved One that were reviewed. Per our Terms and Conditions,
credits are not provided for Missed by Customer video visitations. In his case, a $10.81 credit for the Missed
by Customer visit.
Below are excerpts from the SVV Terms and Conditions:
Visits are pre-paid and non-refundable. If you believe there was a system problem that did not allow you to participate in a
scheduled video visit, please fill out and submit a Credit Request Form. We will review and reply to your request within 72
hours.
Securus is not responsible for disconnects due to behavior issues, disconnects initiated by the correctional facility, or
disconnects due to internet connection or hardware malfunctions. If you believe your session was disconnected due to a
Securus Video Visitation system error, fill out and submit a Credit Request Form. We will review and reply to your request
within 72 hours. In limited situations, Securus may, at its discretion, offer a credit for a scheduled and paid Video Visitation session. A credit is
defined as funds used to pay for a session being placed back on to the user's account, which are available for use for another
future Video Visitation session. Credits may occur when a) a user cancels a paid Video Visitation session with the requisite
advance notice as defined per the facility, b) the facility cancels a paid Video Visitation session before the session begins, c) the
facility rejects a paid Video Visitation session prior to it starting, and d) Securus cancels a paid Video Visitation session before
the session begins. Credits will not be given for sessions where the scheduled time has started or prior to session completion.
Credits shall expire 90 days from date of issue.
In the future, Mr. can request a credit per the following process.
Please visit our website at www.securustechnologies.com. After selecting the Family and Friends link, select Customer Care
and select FAQs Search for "My Visitation was Disconnected" and select the "Credit Request Form" link. For inmate calls
funded by her AdvanceConnect account, Search for "I have a call that was prematurely disconnected" and select the "Credit
Request Form" link.
Please submit the form by:
Our website by attaching your form through our Ask A Question page
Faxing the form to XXX-XXX-XXXX
Mail form to PO Box 1109, Addison, Texas XXXXX Attn: Inquiry Department
Once it has been determined to provide / deny the credit for the requested visit or call, an email notification is sent to the
customer. The form states "The investigation can take up to 5 days to complete upon receipt of form". Securus Video
Visitation Credit Request Forms have been mailed to her for future use.
Securus sincerely regrets Mr. frustration concerning his video visitation issues. If there should be
any other questions or concerns, she may write us JPay, a Securus Technologies Company, PO BOX 1109,
Addison TX XXXXX, Attn: CET.
Sincerely,
Lonnie ***
Lonnie ***
Corporate Escalation Manager

JPay, a Securus Technologies Company, hereby responds to ***'s complaint regarding a JP5 tablet
issue at an undetermined facility.
Mr. indicates he was given a JP5 tablet by his Aunt which was not charging / turning on. He wants a
refund.
Upon receipt of his complaint an investigation was initiated. The details of the complaint could not be
determined with the information provided in his complaint. Needed information would be the inmate's name,
location and ID.
We look forward to Mr. response with the requested detail. Please note, replacement tablets are
only available for tablets that are covered by the warranty.
Based on detail included in the complaint, it appears that Mr. was shipped a tablet from his
incarcerated Loved One and is attempting to unlock the device. In an effort to provide a quick resolution, we
have included the necessary instructions for unlocking a JPay tablet below.
Below is information for unlocking a JPay Tablet:
Using JPay tablets outside of prison
Ex-offenders must ship their JPay tablets to JPay for an "unlocking" process in order to use outside
of prison.
Where to ship the tablets
Securus Technologies / JPay-Warehouse
*** Ste 118
*** TX XXXXX
Contents of Package
Tablet/Player
Inmate ID
Contact Phone Number
Mail Back Address
Conditions of Tablet
Working condition: Tablet will be unlocked with existing music.
Broken Tablets: Tablets in non-functioning condition will be replaced with a USB drive which will
include all purchased music by ex-offender. Mail and attachments cannot be included on the USB
drive.
Cost for Unlocking Tablets
No cost
Turnaround Time for Unlocking Tablets
Ex-offenders will receive unlocked tablet within 30-45 business days, starting from the day JPay
receives the tablet
Securus sincerely regrets Mr. frustration concerning his tablet issues. If there should be any other
questions or concerns, he may write us JPay, a Securus Technologies Company, PO BOX 1109, Addison TX
XXXXX, Attn: ***
Sincerely,
***
***
Corporate Escalation Manager

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding calls on her Securus account
from Palm Beach County Main Detention in West Palm Beach, FL.
Ms. indicates she has experienced issues with her calls being billed and cost of calls along with service
issues while attempting to get a resolution. She wants credits to be provided.
Investigation into this matter did not find an account for Ms. under the telephone number (231-742-
4626) that she provided.
Her calls are listed below with the verified (listened to) calls in Bold. There were not any extra calls / billed
items listed. It was also verified that each call was initially paused so that the credit card information could be
entered before proceeding with the call. Each of the maximum duration calls (15 minutes) were verified to
have passed *** 14 minute mark with the alert being played.
Date Time Term. ANI Mins Total
9/19/2019 5:29:36 2317424626 15 $4.17
9/19/2019 12:12:50 2317424626 15 $4.17
9/20/2019 17:04:02 2317424626 15 $4.17
9/20/2019 19:30:54 2317424626 15 $4.17
9/20/2019 20:24:31 2317424626 15 $4.17
9/21/2019 19:14:43 2317424626 15 $4.17
9/25/2019 12:17:18 2317424626 15 $4.17
9/25/2019 12:37:08 2317424626 15 $4.17
9/25/2019 17:33:51 2317424626 15 $4.17
9/25/2019 20:46:57 2317424626 15 $4.17
9/27/2019 21:41:54 2317424626 15 $4.17
9/28/2019 19:11:09 2317424626 15 $4.17
9/28/2019 19:30:44 2317424626 15 $4.17
9/28/2019 19:55:31 2317424626 15 $4.17
9/28/2019 21:40:55 2317424626 15 $4.17
9/28/2019 22:11:30 2317424626 15 $4.17
9/29/2019 10:40:03 2317424626 15 $4.17
9/29/2019 20:03:56 2317424626 15 $4.17
10/1/2019 13:36:42 2317424626 15 $4.17
10/1/2019 17:49:41 2317424626 15 $4.17
10/1/2019 18:12:45 2317424626 15 $4.17
10/3/2019 17:15:26 2317424626 15 $4.17
10/4/2019 17:55:44 2317424626 15 $4.17
10/4/2019 18:28:21 2317424626 15 $4.17
10/4/2019 19:32:38 2317424626 15 $4.17
10/6/2019 13:26:04 2317424626 15 $4.17
10/6/2019 13:44:42 2317424626 15 $1.39
10/7/2019 10:52:16 2317424626 15 $4.17
10/7/2019 18:47:18 2317424626 15 $3.62
10/7/2019 19:05:27 2317424626 15 $4.17
10/8/2019 17:30:48 2317424626 15 $4.17
10/8/2019 18:28:48 2317424626 15 $4.17
10/10/2019 17:20:52 2317424626 15 $4.17
10/10/2019 20:36:23 2317424626 15 $4.17
10/14/2019 13:07:01 2317424626 15 $4.17
10/14/2019 15:02:47 2317424626 15 $4.17
10/14/2019 18:32:04 2317424626 15 $4.17
10/16/2019 14:03:49 2317424626 15 $4.17
10/16/2019 18:03:26 2317424626 15 $4.17
10/18/2019 10:30:54 2317424626 15 $4.17
10/18/2019 20:36:10 2317424626 15 $4.17
10/20/2019 14:06:49 2317424626 13 $4.17
10/20/2019 17:34:45 2317424626 15 $4.17
10/22/2019 13:38:50 2317424626 5 $4.17
10/22/2019 13:47:54 2317424626 15 $4.17
10/24/2019 17:51:25 2317424626 15 $4.17
10/25/2019 18:33:37 2317424626 15 $4.17
10/29/2019 17:51:03 2317424626 15 $4.17
11/1/2019 17:41:17 2317424626 15 $4.17
11/3/2019 13:08:43 2317424626 15 $4.17
11/6/2019 19:58:08 2317424626 15 $4.17
11/10/2019 13:03:45 2317424626 15 $4.17
11/11/2019 17:38:59 2317424626 15 $4.15
11/13/2019 13:41:54 2317424626 15 $4.15
11/17/2019 13:01:48 2317424626 15 $4.15
11/17/2019 13:36:17 2317424626 15 $4.15
11/20/2019 9:38:10 2317424626 15 $4.15
11/23/2019 21:37:52 2317424626 15 $4.15
11/26/2019 17:58:25 2317424626 15 $4.15
11/29/2019 18:59:42 2317424626 15 $4.15
12/2/2019 20:26:13 2317424626 15 $4.15
12/4/2019 12:15:21 2317424626 15 $4.15
12/8/2019 11:40:13 2317424626 15 $4.15
12/11/2019 21:03:51 2317424626 15 $4.15
12/16/2019 18:03:41 2317424626 15 $4.15
12/18/2019 12:19:09 2317424626 15 $4.15
12/22/2019 11:54:01 2317424626 15 $4.15
12/25/2019 11:42:20 2317424626 15 $4.15
12/31/2019 20:45:23 2317424626 15 $4.15
12/31/2019 21:16:28 2317424626 15 $4.15
For Ms. information about rates of her calls, we have outlined below the cost of these local calls:
Palm Beach County Main Detention in West Palm Beach, FL to XXX-XXX-XXXX
Operator Service Charge: $0.00 to connect, per call
Usage Charge: $0.21 for the first minute $0.21 for each additional minute,
capped at $3.15
For a maximum call duration of 15 minutes, the cost of the calls has a maximum cost of $3.15 + applicable
taxes and fees. The taxes and fees charged for their recent maximum duration calls totaled $1.00 which makes
the total cost of these calls $4.15.
She has chosen to pay for each call individually using a credit card. She has not been auto charged for the calls.
Each of the maximum duration calls has a $3.00 payment fee + $.98 tax. This makes the total cost of each
maximum duration call of 15 minutes equal $8.15.
All our customers have the opportunity to create an AdvanceConnect (prepaid) account and reduce the
number of payment fees by making larger payments into the account to pay for multiple calls @ $4.15 each,
not $8.15 each.
It should be noted that when a payment is made an authorization entry shows on their bank account. This is
followed by a conditional deposit where the funds are transferred to Securus. Afterwards, the initial entry is
no longer valid.
If she continues to feel that she is being billed incorrectly, she can mail in a copy of her bank statements
showing the duplicate payments reported in her complaint that were made to Securus, we would be glad to
research further. They can be mailed to the address below.
Securus sincerely regrets Ms. frustration concerning her billing issues. If there should be any other
questions or concerns, she may write us JPay, a Securus Technologies Company, PO BOX 1109, Addison TX
75001, Attn: CET.
Sincerely,
Lonnie ***
Corporate Escalation Manager

JPay, a Securus Technologies Company, hereby responds to ***'s complaint regarding a payment
issue for a Loved One at the Kentucky Department of Corrections - Luther Luckett Correctional Complex, located
in Lagrange, KY.
Ms. indicates she made a payment and believes that she was double billed. She wants the funds placed
on her Loved One's account.
Upon receipt of his complaint an investigation was initiated. Her issue was escalated to Customer Service
Management. A supervisor reached out to her via telephone in an attempt to confirm the payment in question.
Once the information is received, further research will be done. Afterwards, corrective action will be made for
the payment, if found to be needed.
Securus sincerely regrets Ms.' frustration concerning her payments issue. If there should be any other
questions or concerns, he may write us JPay, a Securus Technologies Company, PO BOX *** Addison TX XXXXX,
Attn: CET.
Sincerely

Securus Technologies, Inc., with its customer service department, Securus Correctional Billing Services,
(collectively, "Securus"), hereby responds to ***'s complaint regarding his JP5 tablet from the
Arkansas Department of Corrections ("AR DOC") - North Central Unit located in Calico Rock, AR.
Mr. indicates in his complaint that he is having Edovo issues his Secureview tablet.
Steps were made by our technical teams to provide access to the Edovo application. Upon receipt of issues
reported by the facility for the inmates, tickets are created. The reported issues are researched, and
resolutions are put in place.
We apologize for the lengthy period when the Edovo application was not available. There are multiple other
applications on the tablets that are available to the inmates. Educational opportunities are also available
through Ashland upon approval into the program. No credits will be provided in this instance.
Securus sincerely regrets Mr. frustration concerning the issues he has experienced. If there should be
any other questions or concerns, he may write us at Securus Correctional Billing Services, PO BOX 1109,
Addison TX XXXXX, Attn: CET.
The response to the inmate's complaint will also be mailed directly so that he will have a copy of the response
for reference.
Sincerely

JPay, a Securus Technologies Company, hereby responds to *** complaint regarding his JP5 7" tablet
at the Ohio Department of Rehabilitation and Corrections - Grafton Correctional Institution, located in
Grafton, OH.
Mr. indicated he experienced music download issues with his JP5 7" tablet. He stated that his other
issues had been taken care of.
JPay had been made aware of the music downloading issue via Inmate Support tickets. The issue was
escalated, and our engineers have been working on a resolution. The resolution was implemented the week of
November 18th and should be fully operational. We apologize for the inconvenience.
Securus sincerely regrets Mr.' frustration concerning his tablet issues. If there should be any other
questions or concerns, he may write us JPay, a Securus Technologies Company, PO BOX 1109, Addison TX
75001, Attn: CET.
The response to the inmate's complaint will also be emailed directly so that he will have a copy of the response
for reference.
Sincerely