Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Video visitation with family member was abruptly terminated due to unsubstantiated claim. Vendor refuses to provide evidence of reason for termination or refund service fees.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against JPay. I am an existing customer with **********************, and have a valid email and password but cannot log in to send money or email to an inmate. For five days, I tried to log in using different browsers (Edge, Brave, and Firefox) but received this notice from Jpay: "Please enter valid email address, ID and password. If you still cannot log in, please contact Customer Support."==******************** responded that my email is a Half Account and was incomplete. However, I have sent emails and money many times to this inmate using the email address **************** with the same password without problems. Also, I tried their reset password link, but it is inoperative. My concerns have not been adequately addressed. I request your assistance in this matter.

• Initial Complaint

  Date:06/26/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Securus and jpay have combined, pictures are not being given but no reason as to why they are being reflected either, all my calls drop my loved one has to hang his tablet out the window in order to get reception, when he does its static sounds like robot thats if the phone doesnt hang up. But you guys will keep takeing money, look at all my calls in the past month and listen to what we deal with. I call and try and be nice and get a refund they tell me online and file a complaint to start investigation. STOP !! The civilians are not incarcerated and this is how they are treating the people paying them, go in the computer look up the calls listen and refund me, it should not take 3 months to get a refund it shouldnt take forever for new tablet. And how are you going to offer a service with no reception just to take peoples money, you guys are ridiculous and thieves. And then when you guys transferred from jpay to Securus they cant even get all the old pictures back that is pictures of peoples family that was paid for them to have, I have to call and press ****** buttons for some one to tell me we cant do anything about it file a complaint to investigate. I tried that do you think I can find the link for it no absolutely not

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was incarcerated in the ************* of corrections. While there, I ordered a JP5 media player. The user agreement with the company states that upon release, the owner can have the tablet unlocked and provided with log in instructions outside of doc.I sent the device to ********************, paid their fee and eventually the device was sent back stating it was unlocked. When I tried to access it, my original password did not work.I explained all of this in an email and they want me to send it back, pay the fee to have it unlocked AGAIN because whoever is replying does not understand ************ please.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband is incarcerated at ***************** in ******* *******. Since being transfered to this facility in April we have not been able to have a full and complete phone call due to the poor quality of the phones at this facility. Multiple complaints and technician requests have been filed but no attempts to correct the issue have been made. This facility is extremely dangerous and has had four stabbings in the last week. The phone cuts out so bad during calls I sometimes can't tell if he's asking for help or just trying to check in because I simply can not hear him or the phone goes silent completely. My children can't talk to their father. My autistic child is harming herself due to a breakdown from wanting to hear her father's voice and only being met with silence or static. If anything happens to my husband and he's unable to let me know what's going I promise I'll have a law suit filed by the end of the day. They're criminals yes, but humans still. Hes a husband, a father, a safety net for my children, my backbone. He's a HUMAN. AND HE HAS A RIGHT TO BE ABLE TO SPEAK TO HIS FAMILY. His mother has HEART problems and barely gets to hear her son's voice knowing she might not be here when he gets home. The lack of action or even response from jpay is disgusting. Youre the face of what keeps these inmates connected to their families and you're FAILING AND NOT EVEN TRYING TO FIX IT.

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/10/25 I made a payment to my brother's media account and was informed it was not added to the correct account which was suppose to been added to his commissary account. I called on April 9 to inform JPay that an error was made on my part and that I needed the funds moved from the media account to the commissary account. The customer service ***resentative shared that it would be determined by their financial team. To allow 72 hours. 4/28/25 followed up, spoke to the customer service *** who shared it could take 10 days to resolve and that did not include holidays or weekends 4/28/25 contacted ******* credit card and filed a dispute. 5/6/25 ****** stated it could take 30 business days. That I needed to be patient. 5/15 Reign shared that the refund has been done. Can call back within 72 hours. No supervisor was available, I continued to escalate, spoke to **** who shared he would look into it and follow up. 5/22/25 *** (supervisor on duty) shared that **** (supervisor) was off for the day and I don't know how he, I can't do anything right now. I'm not familiar with it". Call back next 72 hours. Should be later today or tomorrow *********** to be escalated to his boss 5/23/25 spoke to customer service ***resentative who uncovered it was actually credited back to my bank account. Contacted ******* and canceled the dispute since the credit had been applied. 6/4/25 went to log into my account and was advised to contact JPay 6/5/25 contacted JPay spoke to ****** who stated I owed a balance and that my account was blocked until the balance was paid. Asked to speak to a supervisor and was advised no supervisor was available, that a request would be submitted to have a supervisor contact me within 24/48 hours.

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted atleast 4 Jpay representatives who were confusing, impatient and disrespectful. Their explanation of a 10 day window where $500 can be sent from my account no matter how many individuals are sent money, only a total of $500 can be sent within a 10 day period. Also a $300 deposit sent to an inmate requires me to have to wait until 72 hours to send another $300 payment. It is confusing because my dates overlap within 12 days and my question was when does the 10 days end and start again. But the confusing part when I asked this question was how they kept incorporating that I had to take into account the 72 hours and not just one by itself. The customer service representatives talk down to me in stating, "I have explained it to you and you have the notes." Then it became a rush game off of the telephone which a couple rudely hung up on me. I have sent payments of $300 in a 72 hour period then sent a $100 in 72 hours after. In 2022, I rotated back and forth between sending $100 and $300 every 72 hours. Early in 2025, I sent money frequently. This is so confusing because I am looking at the money sent between 5/18, $300 5/24, $200 5/28, $20 and 5/30, $30 and the continuos rejection of my $250 attempt to be sent on 5/31 then on 6/1. How does the time frame factor in with these payments? What is the time frame cut-off and start up to send the $250? All I was told was try again 24 to 48 hours. It is not making since.Unfortunately, all 4 customer service workers addressed me with impatience when I asked questions. The last person *** became impatient with me and falsely accused me of attacking her. Her tone and frustration arose and that is when I raised my voice. The representatives are so caught up in their knowledge that they talked down to me. Jpay also kept my chargeback fee of $328.25 even after the confessing their error of not intercepting the $300 the week of 10/8/******** order serisl # ***********, Transaction # *********

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to rule 33-602.901 (8)(h) unless the inmate is a death row inmate I am allowed per video visit an extension of a on-time video call fifteen-minute extension. As i inquired through ********************************** they have refused a response pretaining the above mentioned rule as it pretains the extension per video vist. I was able to access the feature in the recent past until 5/6/25 now the service is out right being denied to me to use when this feature is incorporated within the 2.95 charge the features being available while on video vist call. Collectively with any and all the correctional facility/ institutions not limiting the contracted private facilities as well according to the above mentioned F.D.C rule 33-602.901 (8)(h). And the refusal of service.

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jpay has screwed up my account in allowed someone else to register with my number and they refused to fix it. Every time I purchase stamps on money it is going somewhere else not on my account. I have called several times and ask to speak to managers, and they refused to let me, they have taken my money and not given me when I purchased. I just bought stamps at 3 oclock today and theyre telling me its not on my account its on someone elses account. They are very rude when you call and I dont care. Our loved ones are in prison and a phone call is all they have to the outside world.

• Initial Complaint

  Date:04/18/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased stamps from this company to ************* to an inmate. They blocked every single picture I sent and did not refund the money for the stamps I purchased to send them. So they took my money and did not deliver the service. They keep sending emails saying the pictures were returned to me. Absolutely nothing has been returned to me, they kept the pictures and the money. They sent document ID numbers that are useless they dont match up to anything.