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Keefe Commissary Network Sales

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Pattern of Complaints

Complaints

This profile includes complaints for Keefe Commissary Network Sales's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

152 total complaints in the last 3 years.
57 complaints closed in the last 12 months.

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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:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
6/4/2025 $50.00 was sent to ***** ******* at the ***************, **********, **. Receipt #*********. He was transferred to Fairfax Adult Detention, *******, **. He was released after 9 days total. Was told a check would follow, non received. My grandmother, who sent the money, has emailed access corrections three times. Both she and I have attempted their website chat and phone numerous times each; they are useless automated.
Business Response
Date: 07/10/2025
Dear *****,
We received your complaint filed with the Better Business ******* dated July 3, 2025 and offer this response.
Your compliant indicates that a deposit in the amount of $50 was made to your trust account at ******************** Center, **, and since your release from the detention center you have not received those funds. You were told a check would follow.

Once deposits are sent to the detention center, the detention center has possession of the funds and is responsible for releasing the funds to you upon your release from the facility. Please contact the detention center for your refund.

Sincerely,
**** ********

**** ********
Access Corrections
Initial Complaint
Date:07/02/2025
Type:Product Issues
Status:
ResolvedMore 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.
Date of Transaction: 5/14/2025 Date of my request to cancel: 6/2/2025 (My friend will be released before the package would arrive).Access Secure *** Date of Shipment: 6/4/2025 **************** Jail Shipped Package Back to Access Secure ***: 6/5/2025 (Due to inmate being released).Date of I checked status of my refund: 6/30/2025 Access Secure ***- Telling me I need to open an investigation to get my refund back: 7/1/2025
Customer Answer
Date: 07/29/2025
Hello BBB,
The business has finally responded to me, and has finally given me my money back.
It is concerning that the lack of response to a consumer is one thing, but to lack response to BBB is concerning.
Thank you for helping keep us safe from bad businesses.
Thank You,
***** ***
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 grandson is in the Peoria County Jail. These people accept money & then put it in the inmates books. They claim that someone did a charge back; which locked my grandsons account. They wont give us any information on this transaction & has blocked anyones ability to put money on his books. It went from $15 that was owed, to $121.50, so we paid it & still cant put money on his books!! You cant reach anyone & if you do, they give you a non working number to call!
Business Response
Date: 06/23/2025
Dear Teawana EppingerJihnson,

We received your concerns regarding your grandson account being locked due to a chargeback. Please provide us your grandson's name and ID number so that we can investigate this matter.
Customer Answer
Date: 07/08/2025
My grandson's name is:
**** *********
ID # *******
Business Response
Date: 07/23/2025
Dear Customer,
We are investigating this issue and will be notifying you of our findings. We appreciate your patience.

Business Response
Date: 07/28/2025
Dear Teawana,
We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
We understand your concern involves your grandsons ability to receive deposits.After a thorough review of his deposit history, we noted the following:
A deposit of $23.95 made on April 12, 2025, was disputed by the financial institution, resulting in a chargeback to Access Corrections on May 9, 2025. This also incurred a $25 reinstatement fee imposed by the bank.

A second deposit of $22.95, made on April 28, 2025, was also disputed. This resulted in:

A chargeback on May 10, 2025, with a $25 reinstatement fee, and
A second dispute of the same transaction, leading to another chargeback and an additional $25 fee.
These disputes have resulted in a total outstanding balance of $121.90.
Your complaint indicates that payment has been sent. However, our ******************************** has not yet received it. If you have any tracking information or confirmation details, please share them with us to help expedite the reinstatement process for your grandsons deposit privileges.
If you have any additional questions or need further assistance, please do not hesitate to contact us. We value your choice in Access Corrections and appreciate your business.
Customer Answer
Date: 07/28/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Teawana Eppingerjihnson
Initial Complaint
Date:06/11/2025
Type:Billing Issues
Status:
AnsweredMore 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 attempted to use there service to send money to a loved one but received an error message from them after making payment the funds were pulled out of my account. my loved one never received the money I sent to them. An now Access Corrections seems to have no way to contact them that works or any way to settle disputes or issues
Business Response
Date: 06/18/2025
Dear Customer,
We received your concerns regarding a deposit. We will be reaching out to you on a resolution.

Business Response
Date: 06/23/2025
Dear ******* ****,

We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns.
We understand that your inquiry pertains to an attempt to use our services during which you received an error message. Additionally, you are requesting a refund in the amount of $10.76.
After a thorough review of your account, we confirmed that the error occurred because your account requires further verification. A member of our team attempted to reach you on June 20, 2025, to complete this verification;however, there was no answer, and we were unable to leave a voicemail.
Regarding your refund request, we were able to locate the attempted transaction, but our records show that the payment was denied by the payment processor and the funds were never collected. We recommend contacting your financial institution to confirm that the transaction was not completed and no funds were withdrawn.
We hope this information helps clarify the issue. If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your business and thank you for choosing Access Corrections.

Sincerely,
******* ********
Access Corrections
Initial Complaint
Date:05/31/2025
Type:Product Issues
Status:
AnsweredMore 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 sent money through this company and was suppose to be deposited to the account and never was I emailed over and over and nothing I've called and got hung up on over and over and money was never given
Business Response
Date: 06/02/2025
Dear ********* *********.
We received your concern regarding a deposit placed with Access Correction. Please provide us with the following information for us to investigate.
We will need the resident name, ID. number, and facility. We also need the date of deposit along with confirmation number.
Customer Answer
Date: 06/03/2025
Complaint: 23400564

I have reviewed the business' response and am rejecting it because:
I have attempted so many times for this I have emailed spent hrs on the phone for no resolution the number is nothing but a waste of time

Sincerely,

********* *********
Customer Answer
Date: 06/03/2025
I have contacted customer ********************** over and over waited hrs on hold and got no where
Customer Answer
Date: 06/05/2025
******** ROBLES
Date may 25 2025
********************* ************
Amount 26.00
Another transaction of $10 phone time never posted to his account
Transaction number 1155662406
Other transaction was done in facility by inmate and no transaction number is given
Business Response
Date: 06/12/2025
Dear ********* *********,
We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns.
We understand that your inquiry relates to a transaction you completed on May 26, 2025 in which you were concerned because you did not receive an email confirmation. Additionally, we recognize the difficulty you encountered when trying to reach our customer ********************** team.
After a thorough review of your account, we confirmed that while the deposit was submitted on May 26, 2025, a system outage caused a delay, and the funds were not applied to the resident's account until May 31, 2025.
One of our agents was able to reach you on June 11, 2025 to explain the situation and extend our apologies for the inconvenience. We hope this resolved your concerns.
If you have any further questions or need additional assistance, please dont hesitate to contact us. We value your business and thank you for choosing Access Corrections.

Sincerely,
******* ********
Access Corrections
Initial Complaint
Date:05/29/2025
Type:Product Issues
Status:
AnsweredMore 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 5/26/25 I made a deposit to the benefit of ******* Hunter *******, incarcerated in the Arkansas DOC system. I have the receipt as uploaded, for $156.75, $150.00 which should have gone to Mr. ******** It is now 5/29/25 and is still not showing on his account. There is a stated 48 hour timeframe which has been far exceeded. When I have called to talk about this, I have been left on hold for over 1 hour each time. As of today, Mr. ******* has still not received his funds and it is causing him to miss a certification enrollment opportunity. I expect a full refund immediately and investigation into this company as being fraudulent in their representations. Thank you.
Business Response
Date: 06/04/2025
Dear ******** *********,
We received your complaints regarding a deposit. We are currently looking into this issue and will respond with our findings.
Thank you for your patience and understanding.
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
This website has not been accessible for almost 1 month or 30 business days. It's impossible to get though or handle inmate accounts and transactions.
Business Response
Date: 05/27/2025
Autumn Vriale.
We apologize for the recent system issues. Our technical team has been working around the clock to correct the issue. The estimated restoration time is now 05/28/2025.

Customer Answer
Date: 05/28/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

Autumn Vriale
Initial Complaint
Date:05/22/2025
Type:Product Issues
Status:
AnsweredMore 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.
Their website and phone are always down. You can not get in touch with anyone. Access Corrections is the ONLY way to send my loved one funds to be able to purchase necessary items for day to day living. You cant do that when their system is constantly ******* notice, no warning, no *********** better.
Business Response
Date: 05/27/2025
Dear ****** *******.
We received your concerns regarding the company recent system issues. We apologize for any inconvenience. We have rectified these issues. Both phones and web will now be fully accessible starting 05/28/2025
Initial Complaint
Date:05/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore 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.
April 7th 2025 I deposited money on my son's commissary account in Frederick ******** as I was told to do so with a company called SMART DEPOSIT, **************** . I check my bank statements frequently and noticed a charge I did not recognize - Access SecurePak online services. I called my bank that contacted the fraud ***** to and get more information. There was no phone # listed to call this company. It came back as "foreign currency" So my bank shut my card down and issued me a credit. Fast forward, this company works under several different names. I was never informed that it would appear under any other name than smart deposit. Once I clarified that this was a correct charge I immediately called the bank who has reveresed this ************ continues to want $25.00 when they are not at all transparent with how they conduct business. I have been on the phone MULTIPLE TIMES last week with MULTIPLE PEOPLE trying to get this straightened out. One customer svc. *** told me this happens all the time. ************ goes by 3 different names and scams families out of money. I have asked multiple times to clear this up and explained to them that as it appeared on my statement was not the company I did business with online. They have made it impossible to clear up and when they don't like what you say, they just hang up on you. My son is in a detention center and cannot get needed supplies because this company has frozen his account. ************ is purposely taking money from families. Even if you pay the $25.00 "fee" it takes 6 weeks to reinstate the account. We have NEVER had to deal with this before. SMART DEPOSIT, ACCESS SECUREPAK NEED TO BE TRANSPARENT AS TO WHAT NAME THEY ARE CONDUCTING BUSINESS UNDER. If they had I would have NEVER questioned the charge on my bank statement. This was an honest misunderstanding on my part and I cleared it up as soon as it was recognized but they are impossible to work with.
Business Response
Date: 05/09/2025
Dear ***** *******,

We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
We understand your concern involves a transaction made on April 7, 2025,in which a deposit you submitted through the Smart Deposit service appeared on your financial statement as Access Securepak online services. As a result, you disputed the charge with your bank.

This dispute led to a chargeback for Access Corrections on April *******, amounting to $159.95, along with a $25 reinstatement fee imposed by the bank. This brought the outstanding balance to $184.95. Upon further review, you recognized the charge as legitimate and requested your bank reverse the chargeback, which we have since received.
During our conversation on May 8, 2025, we extended our apologies for the inconvenience and advised that, as a one-time courtesy, we would waive the reinstatement fee.
Should you require further assistance or clarification, please do not hesitate to reach out. We value your choice in Access Corrections and appreciate your business.
Initial Complaint
Date:04/25/2025
Type:Billing Issues
Status:
ResolvedMore 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 deposited $100.00 into my sons commissary account on 04/24/2025 at ********************** in **********, *****. Only to find out it went into another inmates account. I don't know how that happened because I swiped my driver license, and put my address and my sons name came up and I clicked, and I deposit the the cash. My son called and said did I deposit the money and I told him yes. He said it wasn't showing up, so I looked at my receipt and it show someone else. I called the number to on the receipt to have them put it on the right account. They told me they couldn't it was my fault for putting it into the wrong account. Mind you I spoke to 6 people and they all told me the same thing. There isn't anything they could do, so basically i lost $100.00 they said yes. They told me to call **********************, They told me I needed to call the company on my receipt. I find it hard they can't do anything. They went into my account and saw I made the cash deposit, but they don't want to anything about it. Unbelievable such a scam!! I will file with other government agencies this shouldn't be allowed!! The name on my receipt is not my son.
Business Response
Date: 05/01/2025
Dear **** *******,
We received your concerns regarding a deposit going to the wrong person. So that we can investigate this matter. Please provide us with the following information. The person's name, I.D. number, date and receipt number on the deposit that was made.
Customer Answer
Date: 05/02/2025
Money I deposited on my son's account went into another inmates account, and when I called the company on the receipt they told me the jail where my son is needs to refund that they don't do refunds. They told me it was my fault for putting into the wrong account. Which I didn't put into the wrong account. Their machine did the mistake not me. They don't want to take responsibility for their machine. I called the jail where my is at and they said to call the number on the receipt I feel like I'm getting the runaround from both parties. I work hard for my money just to let them say tell me I can't get my money back. I just want them to put it on the right account. The receipt I attached to this email is the wrong person I don't even know who that is. My son is ******* J ****** DOB ********** ID17173761 He is located *************************************************************************
Thank you, **** *******
Business Response
Date: 05/09/2025
**** *******
******************************************************************************

Re : BBB from **** *******, Case # ********

Dear **** *******,
We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns. Your satisfaction is important to us.
We understand your concern involves a transaction made on April 24, 2025,in which a deposit intended for your son was mistakenly sent to a different recipient. After a thorough review of your account, our records confirm the transaction was indeed directed to a recipient other than the one youve previously deposited to.
Unfortunately, once funds are deposited to a recipient at a facility, we no longer have access to them and are unable to retrieve or redirect the funds.That said, while this is not typically within our policy, we are willing to make an exception in this case. Please allow a few weeks for the check to be processed and mailed to the address we have on file.
If you have any further questions or concerns, please dont hesitate to reach out. We appreciate your business and thank you for choosing Access Corrections.

Sincerely,
******* ********
Access Corrections
Customer Answer
Date: 05/10/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** *******

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This business has 1 alert

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Keefe Commissary Network Sales is NOT a BBB Accredited Business.