RATES & CONSUMER DISCLOSURES
Haga click aquí para EspañolINFORMATION ABOUT CALLING RATES
Securus Technologies’ rates are in compliance with applicable state and federal regulations. Calls from a correctional facility will usually have a time limit. The time limit will vary depending on the correctional facility.
Promotional discounts that are often offered by long distance carriers do not apply to collect call service and there is no use of other carrier long distance calling cards or toll free numbers.
The cost of providing operator assisted calling is substantially higher than the cost of providing long distance. These costs include such things as special equipment, equipment maintenance, billing validation, billing and collections, customer service, and other expenses.
Due to security concerns, the correction industry typically contracts with a telephone service provider to handle all calls originating from their facility. The requirements that all calls be positively accepted by the called party, helps ensure that harassing or unwanted calls are not placed to witnesses, lawyers, judges or anyone else. In many cases, this also provides a tool for family members to manage and control calling expenses by utilizing our line restrictions or by taking advantage of our prepaid collect calling program.
The contract to provide service to the facility is usually granted based on competitive bids that are solicited by local, state, or federal authorities responsible for the correctional facility. Bidders must meet strict requirements that will ensure that all equipment can provide the security necessary and aid the facility in managing incarcerated individual calling privileges.
Understanding the Difference Between Interstate vs. In-state Calls:
It is important to understand the difference between interstate vs in-state calls. Interstate rates do not apply to calls that originate in one state and terminate within the same state. In-state (Intrastate) calls are calls within the same state. Calls within a state can also be referred to as local, interLATA or intraLATA calls within the state.
RATE QUOTE
For the applicable telephone calling rates at specific facilities served by Securus, please see the Rate Quote page here
FUND ACCOUNT
General
How do I determine what type of account to make a payment on to receive calls? Should I fund an AdvanceConnect account or a Securus Debit account? Click here to learn more.
How do I open an AdvanceConnect account?
Click here for step by step instructions to create an online account and open an AdvanceConnect calling account.
You can also call us at 972-734-1111 for assistance.
How do I make payments into an AdvanceConnect account?
Click here for instructions on how to fund an AdvanceConnect account.
How do I make a deposit into a Securus Debit Account?
Click here for instructions on making a Securus Debit deposit
MANAGE ACCOUNT
The following links provide information on what you can do to manage your online account and AdvanceConnect calling account:
- Click here to learn about changing your name.
- Click here to learn about changing your address.
- Click here to learn about changing your email address.
- Click here to learn about security questions and verifying your account.
- Click here to understand international accounts and payments.
- Click here to learn where to find AdvanceConnect calling transaction history and monthly statements.
- Click here to find out how to add another contact to my account.
For additional information regarding managing your account, please see Securus’ Terms and Conditions (Product Information / AdvanceConnect / Opening and Managing Your Account)
CLOSE ACCOUNT
Phone Account
Click here for step by step instructions on closing your AdvanceConnect phone account.
Video Account
To close your Securus Video Connect account you must speak with a representative. Please call us at 877-578-3658.
For additional information regarding closing your account, please see Securus’ Terms and Conditions (Product Information / AdvanceConnect / Account Closing)
REQUEST STATEMENT
To review an electronic version of your Account Statement, log into your Securus Online account and select Account Statement. You can download a statements as a pdf file. Online Account Statements are available for 90 days.
To request a paper copy of your Account Statement by mail call Customer Support at 1-800-844-6591 and provide your full name, billing phone number, passcode, and the month of the statement you are requesting.
UNDERSTANDING YOUR BILL
REFUNDS
Below explains the refund process for Phone accounts.
AdvanceConnect prepaid calling account : Once this account is closed you will no longer be able to use your prepaid services balance to pay for calls associated with the number(s) on this account. TextPay or AutoPay prepaid service options for AdvanceConnect will be immediately terminated. Calls received within the last 24 hours will be deducted from the balance. If a pre-paid services balance remains on your AdvanceConnect account, the refund will depend on the type of purchase method last used and will be handled as follows. If you paid:
- Online using a credit/debit card: The full-balance refund will be applied to the card last used and will be issued within 2-3 business days. This could take up to one billing cycle to be reflected on your credit or debit card statement.
- Via Western Union: In 2-3 weeks, a refund check will be sent via the United States Postal Service to the account holder’s address on record.
- Via MoneyGram or by mail: In 2-3 weeks, a refund check will be sent via the United States Postal Service to the account holder’s address on record.
Make sure to verify your address prior to closing your account. Go to ‘My Settings’ on our website or app to verify your address is correct or update if needed.
DirectBill: This account allows the account holder to pay for call services each month after services are used. Once a Direct Bill account holder has requested that his or her account be closed, the request is held for 7 to 10 calendar days to allow for any unbilled calls, or other charges, to clear the account prior to closing. If there are any outstanding charges, the Direct Bill account holder will be issued a final bill statement and invoice due, as normal, within 20 days from the statement date.
Securus Debit: Any deposits that have been made into this account are owned by the incarcerated individual and cannot be refunded to you. For information for your incarcerated loved one in obtaining a refund after their release, click here
For additional information regarding closing your account, please see Securus’ Terms and Conditions (Product Information / AdvanceConnect / Account Closing and Refunds)
DROPPED CALLS
Click here for tips to avoid having your phone call disconnected.
If you believe you should receive a credit for a dropped call you can give your permission and request that we investigate the reason the call may have been dropped. Complete this form within 90 days. You will receive a response and a possible credit for the dropped call. Please allow 5 days from the receipt of the form for resolution.
HELP AND CONTACT US
STATE CONSUMER DISCLOSURES
To view State Consumer Disclosures click here