CANADA, ALABAMA -- OK I work for cbs/securus. I know all of the complaints that every one has about our company so here is somethings that will help you:
1)this is the biggest problem at are end. if you are calling in screaming and yelling and not letting us help you, you will get nothing out of the call. you call in and are calm things go much quicker. trust me.
2)when we ask for your info just give it to us. really, we aren't going to take your info and use it for any reason other the SECURITY INFO.
3)we have a very long lists of company polices. we give what we can. so if something is missed just ask for the website (correctionalbillingservices.com or evercom.net)there everything and anything about is explained.
4)as much as everyone wants to be billed through the phone company, not everyone can. even though the idea is nice but out of the two options it's not all that great. but if you want less hassle and not have to call all the time, go on the prepay option. as long as there is money on your account your line is clear, plain and simple. no calling your phone company all the time, the phone company can't block your line and it goes on and on.
5)this is the most important thing to know: we have merged with another company called t-netix. if you were with them or now just receiving calls from them for the first time, the wait periods and systems are completely different. so don't flip out when you have to go to another number or tell you that you needs a special account. just say thanks and call back in three days.
6)BE NICE TO THE REP! I can't tell you people how often someone calls in and just after we open the call people will rip us a new one. if your line is block just tell us it's blocked and we'll HELP you. don't give us crap or a life story. get to the point of the matter and 9 out of 10 times we can fix it. if not we'll send something off to get it fix. I can understand that you maybe pissed or some major life thing happened and you need to talk to them. we can't do everything thing and please, PLEASE don't think that telling us that a)a family member has pasted away, b)you or someone in the family has cancer or some other major health problem or c)you are having the child of the inmate that we will open the line.screaming at us won't make us change or minds. but think about this if we take anywhere from 12-20 calls per hour (yes it is that many) and 7 out of 10 calls are people screaming, we get under a lot of stress. just say thank you, it does make are day.
really in closing I want to say that we are human just like you. no matter what you say to us we understand. as much as we would like to let all of our customers get the calls sometimes we can't, and we say you should do something do it. we aren't the bad guys believe it or not. we just want to help you BUT you have to let us help you.
please just remember that, thanks
SAN ANTONIO, TEXAS -- I am appalled at the process that are charged to talk to an inmate at the jail and they are the only only ones available which is a bunch of bunk. Then on top of that they charge a service charge in addition to the call. It's like a force to use for connection to talk to an inmate.
ST PAUL, MINNESOTA -- I am one of those people who have a loved one that makes bad choices and sometimes these choices land her in jail. Sometime back I had to speak to a rep from Evercom to open an account so my daughter could call me. I was told that I could put my money in an account and it could stay there until a time it was needed. I called in Feb of this year to check on my balance and was told it was 42 dollars. Nothing was said about any policy changes but when my daughter needed to call me this month(Oct.) she got cut off .
When I called to find out why I was told there had been a policy change and if the account had not had any action in 180 days the money disappeared. Can this be real? The money just disappeared. Where does it go? Into whose account does it go. Can this business practice be legal? How does it happen that a company gets more than 90% of the contracts for correctional institutions and gets away with this if not illegal it is unethical business practice? Can you imagine putting up with this from anyone else? I was told that this was the same as a prepaid phone card. If that is true and I don't have any experience to draw from, at least this information is given to you up front.
If a phone company did this at least we would have another phone company to take our business to. Anybody have any suggestions for me as to how else I can make sure my daughter can call me if she gets in jail again? Also if anybody is thinking of class action I want in. Also, to the customer service employee who said he messes with people who he thinks are rude, what do you call your behavior?
BROWNWOOD, TEXAS -- My son is in the Brownwood, Texas detention center. He has been trying for three days now to call us collect here in South Carolina. I have called the Evercom customer service center at phone number 1-800-947-0899 three times, once each on 21, 22, and 23 April 2004. Each time they have assured me that my line was clear to receive calls. My son bought a calling card and tried to call me with it. It still wouldn't go through with it either. I am trying to give your company some business, but it seems Evercom doesn't want my business or else just doesn't care.
A couple of years ago, I had Evercom place a block on my line. They are very good about blocking calls. I wish they would learn how to remove the blocks. If you care and want to help me, remove the block or call me to let me know if I can help you in any way. The phone number that has the block on it is **. It is operational all the time. I am requesting a service from Evercom. Please help me. Thanks.
COUNCIL BLUFFS, IOWA -- Evercom is the only damn company that provides calling cards/billing services to inmates and their families. And the way they get around this is by naming their companies all differently: Securan, Evercom and whatever else funny. Thing is their phone number is the same and I talk to the same person which they have the most friendliest people working for them. NOT! They tell you things like "Well ma'am if you don't like the prices then you don't have to talk to the inmate" And yes I quote on that! I thought there were laws in this country against monopolies... Anyway for $10.00 my fiance can call me 1 times for 15 minutes!!! Wow thanks Evercom!
I don't know how they can sleep at night knowing how they RAPE everyone that uses their services. God knows everything else on commissary is sooo cheap like 3.00 toothbrushes and 20.00 headphones you can get at Wal-Mart for 5.00. I am just outright appalled.
TEXAS -- As of yesterday, 8/10/04, my family, too, has fallen victim to Evercom. After 6 months of forced use of their services, we receive a block on our line. No notification, no explanation. And yes, we pay our phone bill in full every month. I have read MANY similar complaints on this site. I am asking you all to please file formal complaints on this company.
They have a monopoly going here and are taking full advantage of it. This will continue to happen UNLESS we all make a stand. PLEASE write a letter to: the FTC, Attorney General, and the FCC. Also, the Public Utility Commission in your state. They can only fix problems they know about, so please let them know about this one!
YORK, PENNSYLVANIA -- EverCom Correctional Billing Services is the biggest pain! The employees are completely incompetent. Every time you call you get a different answer - after holding for about 20 minutes that is, which is the average hold time NO MATTER what time of the day you call! Then when you do get someone, no one seems to have the same information?! Unbelievable! I was told there was supposed to be notification when my account balance went below $10, but there never is notification until after I make another payment and at that point the line is already blocked!
After making a payment, you can receive one call that day and then the line re-blocks. This happens apparently because the payment has not yet posted. So if you need to receive more than one call that day after making payment, you'll need to call back and spend another 20+ minutes waiting for one of the "extremely helpful" cust. service reps to re-clear the line and around and around you go! It never ends. And what's with the $8 service fee they tack on your bill each time you make a credit card payment?
Also, I hopped on their website hoping to be able to make online payments to avoid the long hold-times on the phone, but no such luck! The website only accepts payments by Western Union quick collect, not via credit card! Is that the only website in the world that doesn't accept credit card payments?! Give me a break! I wish I was the one in the correctional facility so I didn't have to deal with this crap!
DETROIT, MICHIGAN -- Correctional Billing has struck again! In my last complaint, I stated how I had been a good paying customer with correctional billing and how when I moved, my credit limit was changed from $300 to $15. Well, I moved again this past February and once again I was told that my old credit limit could not be restored.
Oh, I am ever so grateful that they did not give me the $15 limit again however, $145 is not that great either when I pay my bills on-time and I've been an customer of theirs for over 2 years now (not by choice). Needless to say I am sick of calling them and disputing this issue with them time and time again. I will continue to add my complaints to this forum. Maybe Correctional Billing will get their act together one day!
This service has to be one of the biggest rip offs I have ever encountered. After they get you in, you are told you may never be released from their grip. They block your phone line, even if the phone line is not in your name, customer service is of no help. I have tried for over six weeks to rid myself of this parasite, to no avail. Unless you wish to spend hours on the phone with these morons, and lots more money than they say you will spend (they say you get a cheaper rate-do not believe them, and no help from customer service (should be customer dis-service), this would be the right one for you.
Do yourself, and any friends contemplating using this service (Correctional Billing Services) a great favor, and don't. You will receive much heartache, and no satisfaction with this service. Most of the time you will spend at least a half hour listening to their options via phone, then you are booted off the line, because their customer service lines are all busy, and you are rang off. No doubt, their lines are too busy with complaints, as so they should be.
MASSACHUSETTS -- I don't like the idea of having a limit set on the phone calls I receive. If you go over the limit by 2 pennies they will put a block on your line. What if there is an emergency and you're waiting for someone to call and of course they can't get through because of a block you're unaware of and they are too far for you to visit them? You have no way of knowing a block is on your line until Lord only knows when. I think this is a lousy phone system... I hate it.