Securus Dropped Call Investigation Form

Inquiry form for all dropped calls billed by Securus Correctional Billing Services (SCBS)

I am the customer of record and party responsible for telephone service located at

Email Address

Dropped call disputes must be submitted within 90 days of the date of the call in order to be eligible to receive a call credit. I hereby affirm that the following calls initiated in the last 90 days were disconnected prematurely before I or the other party completed the collect call. I am disputing the following calls billed to my above referenced telephone account:

This document authorizes SCBS to conduct a complete investigation to determine why these calls terminated. I understand that in order to fully investigate this matter, SCBS may access call records, call recordings or other records pertaining to my telephone account, and I authorize SCBS this access.

SCBS will solely credit calls placed to landline or cell numbers if the calls terminated for reasons SCBS is able to verify. Calls are verified to determine reason for disconnect. Calls will not be credited if any of the following occurred:

When Securus Correctional Billing Services has completed their investigation, my account will be updated with actions taken to address these disputes. The investigation could take up to 5 days to complete upon receipt of form. I understand and agree that completing this form does not absolve me from financial responsibility should the above charges be sustained at the completion of the investigation. This form provides the authorization for SCBS to research and investigate the calls listed above.

If SCBS determines that the calls under investigation was terminated due to either party disconnecting the call, I understand I will be responsible for the call charges. If SCBS determines the calls were prematurely disconnected at no fault of either party, adjustments will be made to my telephone account.

Music before the call is answeredCalls over 90 days oldCalls terminated for fraud attemptsCalls dropped due to call transfer/call forward attemptCalls placed to cordless or speaker phonesCalls dropped due to line silence (stopping or pausing)Calls dropped due to dialing of additional digits on phone keypad (DTMF)Cupping a hand over the phone when speakingCustomized or special call routingCalls dropped due to 3-way calling attemptsCalls placed on hold by called partyCalls interrupted by using/answering call waitingExcessive background noise and/or yelling into the receiver

Date: