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Disrupted Connections: How Securus Technologies' Outages and High Costs Strain Families of Incarcerated Individuals

  • Anonymous Contributor
  • May 28, 2024
  • 4 min read

Securus Technologies, a prominent provider of communication services in prisons, has faced significant criticism for its high costs, frequent service outages, and poor customer service. These issues create substantial burdens on the families of incarcerated individuals, who rely heavily on these services to maintain contact with their loved ones. Staying connected with loved ones during incarceration is a critical lifeline for many families, providing emotional support and maintaining family bonds.


Frequent Downtime Issues

One of the major issues faced by families using Securus Technologies is the frequent downtime of their services. Reports indicate multiple outages over the last several weeks, with incidents occurring as recently as a few days ago​ (Fifi Book)​. These interruptions disrupt communication between inmates and their families, leaving loved ones anxious and disconnected.


The High Cost of Staying Connected

Maintaining communication with incarcerated family members through Securus Technologies can be prohibitively expensive. Securus Technologies has been widely criticized for the exorbitant fees it charges for phone calls and other communication services. The cost of phone calls varies but often includes high per-minute rates and additional fees. For example, rates can reach up to $10.95 for a phone call, depending on the service and location. In 2021, the California Public Utilities Commission capped the calling rates at $0.07 per minute ​(Wikipedia)​. Despite these regulations, costs remain high in many other states, often reaching up to $20 per hour for video chats and significant fees for phone calls​ (Wikipedia)​. This financial burden falls heavily on families, many of whom are already struggling economically.


These high costs are exacerbated by other fees associated with sending emails, photos, or video messages​ (Washington State DOC)​​ (Columbia Legal Services)​. These expenses quickly accumulate, placing a heavy financial strain on families who may already be struggling economically.


Negative Impact on Family Relationships

The financial burden of maintaining contact through Securus Technologies can severely impact family relationships. Regular communication is essential for the emotional well-being of both the incarcerated individuals and their families. It helps reduce recidivism rates by maintaining strong family bonds and providing emotional support during incarceration. However, the high cost of communication services means that many families can only afford limited contact, if at all, which can lead to emotional distress and weaken these crucial bonds​ (Columbia Legal Services)​.


Issues with Service Reliability

Service outages and poor customer support further exacerbate the difficulties faced by families. Reports indicate frequent downtime, which disrupts scheduled calls and email exchanges, causing frustration and emotional distress. Additionally, customer service ratings for Securus Technologies are notably low, with many users complaining about the lack of timely support and resolution of issues​ (Washington State DOC)​.


Poor Customer Service

The high costs are compounded by poor customer service. Despite having a 24/7 customer support system, many users report dissatisfaction with the responsiveness and effectiveness of Securus Technologies' customer service​ (Securus Technologies)​. This lack of support can leave families feeling helpless when they encounter issues, further exacerbating the emotional and financial strain.


Ethical Concerns and Legal Issues

Securus Technologies has also been embroiled in numerous controversies and legal battles, including allegations of unethical practices and security breaches. These issues contribute to the negative perception of the company and raise concerns about the security and fairness of the services provided​ (Home Page)​​ (Wikipedia)​.


Lack of Oversight and Accountability

One of the significant issues with Securus Technologies is the lack of oversight and accountability in their contracts with departments of corrections. These contracts often come with little to no transparency or regulatory oversight, allowing Securus to set high rates and impose additional fees without sufficient checks and balances. In many cases, the profits generated from these services are shared with the corrections departments, creating a conflict of interest and reducing the incentive to lower costs for families​ (MuckRock)​​ (Oklahoma Watch)​.


Efforts to regulate the cost of prison communication services have met resistance. For example, the Federal Communications Commission (FCC) attempted to lower the cost of prison phone calls, but faced opposition from various state corrections departments and private companies, including Securus, which argued that such regulations would negatively impact their revenue and operations​ (Oklahoma Watch)​.


Emotional and Financial Impact on Families

The combined effect of high costs, frequent downtime, and poor customer service has a profound impact on families. For many, the financial burden of maintaining contact with an incarcerated loved one means sacrificing other necessities. Additionally, the emotional toll of inconsistent communication and the stress of dealing with a problematic service provider can be overwhelming.


Families are forced to navigate a complex and often predatory system to maintain essential connections. The high cost of Securus Technologies' services and their operational issues highlight the need for reform in the prison communication industry. Policies should aim to make communication more affordable and reliable, ensuring that families can stay connected without facing undue financial hardship.


The Bottomline

The services provided by Securus Technologies are crucial for maintaining family ties during incarceration, but the high costs and frequent service issues create significant barriers. Families are left to bear the emotional and financial burden of these challenges, highlighting the urgent need for better regulation and more ethical practices in the prison telecom industry. By addressing these issues, we can help ensure that all families have the opportunity to maintain vital connections with their loved ones, regardless of their financial situation.

 

The high costs, frequent service outages, and poor customer service associated with Securus Technologies create significant challenges for families of incarcerated individuals. The lack of oversight and accountability in their contracts with correctional facilities further exacerbates these issues. Addressing these problems requires regulatory intervention and increased transparency to ensure that maintaining contact with incarcerated loved ones is affordable and accessible for all families.


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