Staying in touch with an incarcerated loved one shouldn't cost a fortune, yet families have spent decades navigating the high prices charged by telecom monopolies. Securus Technologies stands as one of the largest providers of correctional communication services in North America, managing phone calls, video visits, and messaging for thousands of correctional facilities. While the company pitches its platform as a vital tool for security and rehabilitation, critics and family advocacy groups point to steep fees, dropped calls, and a lack of market competition that forces consumers to pay inflated rates.
Understanding how this system operates helps families manage costs and navigate rules set by both private contractors and federal regulators. Examining the pricing structures, regulatory changes, and practical workarounds reveals what it takes to stay connected without breaking your budget.
How the Securus Inmate Phone System Works
Unlike standard residential phone services, correctional facilities operate on exclusive contracts. A county jail or state prison typically awards a single vendor—such as Securus—the exclusive right to provide all communication services inside its walls. Because inmates can't choose an alternative provider, traditional market competition doesn't exist.
When someone enters a facility, they can't receive incoming calls. Instead, they must place outgoing calls using wall-mounted facility phones or dedicated electronic tablets provided by the vendor. To pay for these interactions, family members must set up and fund a prepaid account.
Funding these accounts often triggers hidden costs. Adding money via online portals, automated phone lines, or live agents incurs ancillary service fees. Furthermore, accounts often require minimum funding amounts, locking up family funds that could otherwise go toward household essentials.
The Controversy Behind Prison Communication Monopolies
The primary grievance against prison telecom providers centers on price exploitation. Historically, long-distance and interstate calls from correctional facilities carried per-minute rates that far exceeded commercial phone service costs. Advocacy organizations, such as the Prison Policy Initiative, have documented instances where families sacrificed basic needs like groceries or utilities to afford simple phone conversations.
Exclusive contracts often involved commissions or site commissions—financial kickbacks paid by the telecom provider back to the correctional facility or local government based on total call revenue. Critics argue these kickbacks created a perverse incentive for jails and prisons to keep rates high.
Beyond high base rates, consumers frequently report technical frustrations. Calls routinely drop mid-conversation, yet users are still billed for the disconnected minutes. Securing refunds for dropped calls or technical glitches requires navigating automated customer support lines with long wait times.
Federal Regulations and Price Caps
For years, advocacy groups fought for federal oversight to curb corporate overreach in the corrections industry. A major turning point occurred with the passage of the Martha Wright-Reed Just and Reasonable Communications Act, which granted the Federal Communications Commission explicit authority to regulate rates for both interstate and intrastate correctional calls.
The Federal Communications Commission subsequently implemented strict caps on calling rates and ancillary service fees. These rules target excessive charges by:
- Prohibiting excessive fees for automated account funding and limiting live-agent payment charges.
- Banning markups on third-party money transfers.
- Slashing per-minute rate caps for voice calls across prisons and large jails.
- Eliminating site commissions that artificially inflated consumer prices.
While these caps provide financial relief, providers and facilities continue to adapt their fee structures, making vigilance essential for anyone managing an inmate account.
Practical Strategies to Lower Communication Costs
Managing expenses related to Securus requires a proactive approach. Implementing a few tactical steps helps minimize unnecessary charges:
- Opt for Electronic Statements: Avoid paper bill fees by signing up exclusively for digital account summaries.
- Bulk Fund Wisely: Deposit enough funds to cover expected calls without exceeding your budget, keeping in mind funding rules and transaction fees.
- Monitor Call Durations: Be mindful that facilities enforce strict time limits per call. Track your usage so calls don't get abruptly cut off when time expires.
- Report Technical Issues Immediately: If a call drops within the first few minutes due to system errors, contact customer support to request a credit or refund.
Frequently Asked Questions
Why are prison phone calls so much more expensive than regular calls?
Traditional market competition does not exist inside correctional facilities. Because jails award exclusive contracts to a single vendor, providers face no pressure to lower prices to attract customers.
Can I use a different phone service to talk to an inmate?
No. Facilities lock down their communication infrastructure, meaning you must use the specific platform and provider contracted by that institution.
Are video visits charged at the same rate as phone calls?
Video visitation pricing varies by facility. While some institutions offer on-site video terminals for free, remote video visits conducted from home through vendor apps typically carry separate per-minute or flat-rate fees.
How do I get a refund if a call drops?
You must contact the provider's customer service department via their online portal or phone line to log a technical complaint and request a credit for the disconnected minutes.
