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Texas Prison and Jail Visitation, Phones, Packages & Mail Topics / Information relating to the Texas Department of Corrections and local / county Jail visitation, phone calls, mail, inmate care packages, etc.

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Old 11-27-2018, 12:25 AM
LadyRunner LadyRunner is offline
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Question Securus or (OTS) Confused Please Help, Thanks

So, Im registered with Secures. And we used Secures while he was in the county. But hes been transferred to a transfer unit a week ago. Of course, I havent heard from him. He is suppose to be transferred to an Isf unit which is privately own. And I read that the Isf units you have to register with Offender Telephone System, (OTS). So, Im not quite sure what to do. I have money on Secures. But Im not registered with this (OTS). Does anyone have suggestions on what I should do?? Of course, I want him to be able to call when he gets where he is going. And will Secures give me my money back?? Id probably leave that account open just in case. Weve never used (OTS) And Im not even sure about it. And help is greatly appreciated.
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Old 11-27-2018, 10:59 AM
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There's a Sticky thread at the top of this forum that has phone info. Here is part of what it says:

Quote:
Before you can receive calls from a TDCJ offender, you must first register your telephone number:

Internet: texasprisonphone.com

Note: You will need the offender's TDCJ ID Number to register to receive phone calls from him or her.

If you do not know their number you can find it through the online offender search or by phone at (936) 295-6371 or (800) 535-0283. The phones are answered from 8 a.m. to 5 p.m. Monday - Friday. Telephone: (866) 806-7804

Here is the link to that post:
http://www.prisontalk.com/forums/sho...d.php?t=701255
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Old 11-28-2018, 03:49 AM
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I have another question now since I found out where he is now. He’s at a State Jail now. So do I still have to be registered thru Tdcj?? I was told by Securus when he calls since I will not be approved assuming until today that when he calls that it will prompt me to put in my credit card number to be able to have the call go through. Just trying to figure this out & get things done since I’m sure he’ll call soon. Thanks in advance.
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Old 11-28-2018, 10:15 AM
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You have to register your number with TDCJ. You can't get calls until that is approved and he can't make calls until he has done the voice recognition. The voice recognition can take some time one he hits TDCJ.
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Old 11-28-2018, 01:53 PM
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Quote:
Originally Posted by LadyRunner View Post
I have another question now since I found out where he is now. Hes at a State Jail now. So do I still have to be registered thru Tdcj?? I was told by Securus when he calls since I will not be approved assuming until today that when he calls that it will prompt me to put in my credit card number to be able to have the call go through. Just trying to figure this out & get things done since Im sure hell call soon. Thanks in advance.

Yes, state jails are TDCJ units.
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Old 11-28-2018, 02:49 PM
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Hopefully my last question. Thanks in advance for all your help. Is there a wait period once they arrive at the unit that they will serve thier time at before they can call home?? He’s finally at an Isf unit. Which is where he told me he was going. I called this am & my registration was approved through Tdcj. I was suprised not to have received a call by now. I apologize. I’m am a little anxious to hear from him. And making sure I have my ducks in a row. And since I’m registered with Tdcj how do I add funds for him to call?? Thanks so much.
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Old 12-06-2018, 08:59 AM
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Getting your phone approved is only part of the process. The inmate has to get there voice recognition done for the phones. This can take a while. When my girlfriend transferred it took 3 weeks. I have heard that is on the fast side. You can add funds through jpay.
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Old 01-07-2019, 09:05 PM
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This is a letter I'm working on to send to Secrus Inmate phone provider. My husband is in SCI Fayette in Pennsylvania. This is rough draft and has not been finalized so please excuse any typos. I'm extremely frustrated and feel that there has to be someone I can contact to resolve this issue. My husband has been incarcerated for eight years. I am not new to jail policy and procedure but I am new to Prison talk so please feel free to address me to another thread or provide me with any useful information. Please feel free to private message me as well.
In the letter I plan to send I included my name, phone number and account number.
Securus Correctional Billing;
Securus markets that its company is a superior phone system yet I've received below average treatment with a reoccurring issue. I am writing to inform you that I at wits end with this company and how they are providing service to me and my loved one. I was told that the only way to contact anyone higher up then a representative is to write this address and sadly this is a general correspondence address only. I am having several issues speaking to my loved on. I have been in contact with Secrus via 1800-844-6591 several times a week for the past six weeks. I have also used the live chat option and got no results at all. The issues that I’m having is my husband will call me and he wont get through, it will say “Caller Busy” “Caller Unavailable”. Then he will email me letting me know the same issue is happening again and I then call secrus and depending on what representative I receive when I call I may or may not get a “ticket” filed in my behalf. This is not okay. The fact that sometimes I get lucky and have a knowledgeable representative and other times I get brushed off is unacceptable. Everyone should have the same training if they have the same position and work for the same company. When I asked from a supervisor I was told that they are unable to put supervisors on the line at that time and another woman said none were available for the night and another representative said they would have to contact me back within 48 hours because they couldn’t find one and they will note my accoung. I’m still waiting for the contact back.
Some of the responses I’ve received from your representatives about my ongoing issue is “Ive seen where its just one line on an account with an issue and its never fixed so you need a new number”
“This is a routing issue from the jail to you and we are 100% at fault and our I.T team will resolve this issue”
“Its your phone not us”
“This just doesn’t make sense”
“You need 24 hours of unsuccessful calls before I file a ticket so call back tomorrow”
“When you receive a test call and your line is clear and you receive calls again the I.T team sees the issue is fixed and stops looking into it”
“I don’t know why they told you that” this is the statement I get the most often since everyone tells me different things and when I speak to a new agent I like to update them on what the previous one said.
When I asked if there is any way to see the I.T notes on my account after the tickets are closed they say No it only states if the issue is resolved or not.
Let me mention that my provider is AT&T and I have no blocks on my line. Ive had the same number for 6 years along with the same provider for six years and the phone is about a year and a half old (so no changes). Ive had an account with secrus for three years alreast since his jail became a secrus only jail, the account may actually be older and my husband has never had an issue until the past six weeks. I took my phone back to the store that I bought it from and had them verify that there are no blocks on my line. I have an apple phone and took my phone to Apple verifying there is no spy ware or call blockers on my line. Im adding that information to this letter since Secrus employees often like to blame my phone however If there was an issue with my phone then my husband would never be able to call me. He is always able to call after a representative finally submits a “ticket” I will receive a test call a few hours to a day later from secrus where is shows up as “489-7” or “410-38” or “No caller I.D” and once I receive the call, I answer it and within a few hours I have no issues with my line anymore and I’m able to receive calls for about a week then the issue returns where he will call and the line will have a major delay and then
I have filed several ticket numbers as well. Here are a few that you can reference to. Unfortunately I did not save all the numbers because I didn’t realize this would be a reoccurring issue but here are some from the last 10 days. I only have first names for agents and nobody provides me with last names. When I ask an agent to speak to another agent that I dealt with before they claim to not know them and without a last name there is no way for them to see if they are even in the building.
Ticket # 181-214-006080
Ticket # 181-227-000450 (12/27/18 with Ashley)
Ticket # not given and insisted that I don’t need a ticket number at all from Kinshia on 1/5/19
Ticket # 901-06-00-3287 (1/6/19 with a different Ashley)
Spoke with Shondel today (1/7/19) she refused to file a ticket. She told me “Your line just says party unavailable and line busy” as if the issue was my phone. Several representatives before her seen the same codes and had no isses submitting a ticket I asked Shondel the status of my previous ticket from 1/6/19 and she said its still open.
I have never in my life time dealt with a company that didn’t help me at all. I pay Secrus so that I can receive calls and speak to my loved on. There is no other collect call company I can go through to receive calls The jail my husband is in is a Secrus only jail so your company is my only option. My husband has the right to four phone calls a day and he will go several days to a week without speaking to me because your company only temporally fixes the issues. The fact that your company is able to temporally fix the issue proves that the issue is not with my phone or provider. I have never dealt with a company where everyone has different skill level and helpfulness while having the same position. There is no reason why I have so many ticket numbers and complaints on my account and I still have yet to speak to a supervisor.
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