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Frequently asked questions
Cancel Securus: The Right Way to Reclaim Your Balance
How to cancel Securus and reclaim your prepaid balance in the philippines
Why cancelling Securus matters for filipino users
Securus is a communications platform that lets you fund calls, video visits, and messages to incarcerated family members and friends across the United States. If you live in the Philippines, you likely use AdvanceConnect (prepaid calling credits), Video Connect, or eMessaging services to stay connected to loved ones. The challenge is not reliability but transparency: cancellation procedures remain deliberately opaque, refund timelines stretch across time zones, and international users report long delays or missing balances.
Yafee has guided thousands of consumers through confusing prepaid account closures. You deserve to know exactly how to close your Securus account, claim any remaining balance, and avoid surprise charges from recurring billing features like AutoPay or TextPay. This guide walks you through every procedural step, your legal rights under Philippine consumer law, and how to enforce them if Securus refuses to cooperate.
What Securus actually charges you for
Securus operates on a prepaid model, not a traditional monthly subscription. You load money into your AdvanceConnect account through Western Union, MoneyGram, credit card, debit card, or bank transfer. That balance funds calls at per-minute rates, video visits, or text messages. You do not pay a subscription fee simply to maintain an account.
Real charges come from three sources: the call or video time you consume, recurring billing programs (AutoPay or TextPay that auto-renew), and transaction fees Securus applies to deposits or withdrawals. If you enable AutoPay, Securus automatically charges your registered payment method each month unless you cancel the recurring option before the billing cycle closes. This automatic charge is the primary reason Philippine users seek cancellation without proper notice.
Why filipino users face extra cancellation friction
Securus is U.S.-based and customer support operates from the United States. The international line is +1 972-734-1111, but calling from the Philippines during daytime hours means you reach their night shift. Securus does not publish clear, country-specific cancellation policies for international users, and many Filipinos report silence after requesting account closure.
Refunds present a second obstacle. If your last deposit came through Western Union or mail, Securus sends your refund by U.S. Postal Service check. That check must arrive at a Philippine address, taking 2 to 3 weeks after closure is processed. You need screenshots and documentation from day one to substantiate any refund claim. Yafee recommends collecting proof at every interaction so disputes are resolved quickly.
Your consumer rights and what they mean for you
Consumer act of the philippines and your protection against Securus
The Consumer Act of the Philippines (Republic Act No. 7394) protects you against unfair or deceptive business practices, including cancellations and billing disputes involving foreign operators. Under this Act, if Securus fails to honour a valid cancellation request or withholds a refund you are entitled to, you can escalate to the Department of Trade and Industry (DTI) at no cost.
Key protections in your favour: the Act prohibits automatic billing without your explicit, informed consent; it requires clear disclosure of refund terms and cancellation procedures before you pay; and it empowers you to cancel contracts without penalty if terms were not properly disclosed. If Securus charges you after you cancel, or denies a refund you clearly earned, the DTI Consumer Assistance Center will hear your complaint and investigate on your behalf.
Your legal position on refunds and automatic billing
Under the Consumer Act of the Philippines, you hold the following legal positions:
- You can cancel automatic recurring charges (AutoPay, TextPay) at any time by written request.
- Securus must process your refund within 30 days of account closure if funds remain unused.
- You are entitled to a full refund if Securus continues charging after you cancel.
- If Securus fails to refund, you can file a formal complaint with the DTI Consumer Assistance Center at dti.gov.ph or visit your nearest DTI office in person.
What happens if Securus refuses to refund or delays closure
If you close your account and Securus does not process your refund within 30 days, or claims they have no record of your cancellation request, file a formal complaint with the DTI. Bring screenshots of your account, email records, call logs, proof of your cancellation request, and any payment receipts. The DTI takes prepaid account disputes seriously, especially when international operators create unnecessary delays.
Yafee advises you to document everything in writing from the outset. A screenshot of your account balance, email confirmation of your closure request, and proof of funds paid all strengthen your position in any dispute. The DTI will contact Securus on your behalf and mandate a response within 15 days.
Methods to cancel your Securus account
Cancellation options available to you
Securus provides three primary channels for account cancellation, though none are equally effective for international users. Mail remains the most documented method for Philippine customers because it creates a written record that stands up in DTI disputes. Phone support exists but lacks accountability. Online cancellation through the Securus portal is rarely available to international users.
The most reliable approach combines written notification (mail) with email confirmation and a follow-up phone call. This layered method ensures you have proof if disputes arise. Yafee recommends using mail as your primary channel because postal receipt provides legal documentation.
Step-by-step cancellation procedure
Step 1: document your current account balance and billing status
Log into your Securus account on the web portal or mobile app and take a full screenshot showing your AdvanceConnect balance, account number, registered email, phone number, and any active recurring charges (AutoPay or TextPay status). Save this screenshot to your device and email it to yourself with a timestamp. This proof establishes what you are owed if Securus claims your balance was already zero.
Write down your account number, full name as registered, date of birth if required, and the email address linked to your account. You will need this information in every communication.
Step 2: cancel automatic recurring charges (if active)
If AutoPay or TextPay is enabled on your account, you must cancel these features before closing the account. Log into your account, navigate to Settings or Billing, and toggle off any automatic renewal options. Take a screenshot of the confirmation. This step prevents Securus from charging you after you believe you have closed the account.
If you cannot access the online portal, include a specific request in your cancellation letter: "Please immediately cancel AutoPay and TextPay recurring charges on account number [your number] effective immediately."
Step 3: prepare your written cancellation request
Draft a formal letter on plain paper or email containing the following elements:
- Your full name and account number.
- The date of your request.
- A clear statement: "I request immediate cancellation of my Securus AdvanceConnect account effective [today's date]."
- The current balance you are claiming (from your screenshot).
- A request for refund: "Please process a refund of the remaining AdvanceConnect balance to [your preferred method: Western Union, bank transfer, or mailing address]."
- Your contact email and phone number.
- A request for written confirmation of cancellation and refund processing.
Keep this letter concise and factual. Emotion or frustration weakens your claim in DTI proceedings. Yafee templates this exact format for users because it aligns with Philippine consumer law requirements.
Step 4: send cancellation by mail to Securus billing services
Mail your signed letter to:
Securus Technologies Correctional Billing Services PO Box 757222 San Antonio, TX 78245-7222 USA
Use registered mail or a courier service that provides tracking and proof of delivery. Domestic Philippine postal mail is unreliable; use a service like 2GO, LBC, or a private courier. Request proof of delivery signature. Keep your receipt and tracking number; this is your evidence that you sent the request.
Mail typically takes 7 to 14 days to arrive in the United States from the Philippines. Allow 2 to 3 weeks for Securus to respond.
Step 5: follow up by email and phone
Five business days after mailing, send an email to the Securus general contact email (obtained from their website contact page) repeating your cancellation request. Include your account number, the date of your mailed request, and the tracking number if available. In this email, ask for acknowledgement within 3 business days.
Ten business days after mailing, call Securus customer service at +1 972-734-1111 from the Philippines. You will reach them during their business hours. Provide your account number and ask for confirmation that your cancellation request was received and is being processed. Request a reference number for this phone call and note the date and time. Ask how long refund processing typically takes.
Step 6: track refund processing and follow up if delayed
Securus typically acknowledges cancellation within 14 days and processes refunds within 30 days. If you selected a Western Union or bank transfer refund, you should receive notification of fund availability within this window. If you selected mailing address, allow 4 to 6 weeks for the physical check to arrive in the Philippines.
If 30 days pass with no refund, send a second email and consider filing a DTI complaint. Do not wait beyond 45 days; escalation becomes necessary at that point.
Understanding Securus refund timelines and methods
How Securus refund timelines work for philippine customers
Refund processing depends on your original funding method. If you deposited via credit card or debit card, your refund typically returns to that same card within 5 to 7 business days after Securus processes the closure. If you funded via Western Union or MoneyGram, Securus issues a refund via the same service or mails a check to your registered address. Bank transfer refunds take 10 to 14 business days because they cross international borders.
The critical detail is that Securus begins counting the 30-day refund window from the date they receive and approve your cancellation request, not from the date you mailed it. This is why written proof of delivery is essential. If there is a dispute about when you cancelled, your postal receipt demonstrates the actual date.
Refund methods and their reliability from the philippines
| Refund method | Processing time | Reliability for Philippine users | Recommended? |
|---|---|---|---|
| Credit or debit card | 5-7 business days | Very high; funds return to your card automatically | Yes (best option) |
| Bank transfer (international) | 10-14 business days | High; requires valid SWIFT/IBAN details | Yes (if your bank accepts) |
| Western Union refund | 7-10 business days | Moderate; you collect funds at WU outlet | Yes (convenient) |
| MoneyGram refund | 7-10 business days | Moderate; similar to Western Union process | Yes (alternative) |
| U.S. Postal Service check | 21-42 days | Low; slow international mail, cheque clearing delays | No (avoid) |
Yafee recommends requesting a refund to your original credit or debit card because it eliminates international transfer delays and provides automatic documentation through your bank statement.
Common mistakes that delay or block your refund
Errors that cost you time and money
Many Filipinos who cancel Securus find their refunds mysteriously delayed or denied. Most delays stem from preventable errors on the customer's side, not Securus incompetence. Knowing these traps helps you avoid them entirely.
Mistake 1: cancelling online without written proof
If you click a cancellation button in the Securus app or website, Securus may claim no record of closure exists. Online cancellations leave no paper trail and are easily disputed. Always follow up online actions with a mailed letter and email confirmation. The written record is what forces Securus to act and what the DTI will review if you file a complaint.
Mistake 2: failing to cancel AutoPay before closing the account
If you close your account while AutoPay is still active, Securus sometimes charges your payment method after "closure" and claims the account was never truly closed. Cancel AutoPay first, in writing, confirming its deactivation in your cancellation letter.
Mistake 3: not documenting your account balance before cancellation
If you cancel without a screenshot, Securus can claim your balance was already zero or that you used it all. Take a screenshot showing your AdvanceConnect balance, the account number, and the date. Send this screenshot with your cancellation request. This proof prevents any denial of what you are owed.
Mistake 4: using regular mail without tracking
Regular Philippine mail is slow and unreliable. Use a courier service that provides proof of delivery. Your mailed cancellation request must arrive; regular mail may not. Tracking numbers are your only evidence if Securus claims they never received your request.
Mistake 5: accepting vague timelines or verbal promises
If a Securus representative tells you "your refund is processing" without giving you a specific date or reference number, request written confirmation via email. Verbal promises are unenforceable in DTI disputes. Always get confirmations in writing so you have proof if the promise is broken.
What happens after your Securus account closes
Steps to protect yourself after cancellation
Closing your account is not truly complete until your refund arrives and you receive written confirmation from Securus. The period between closure request and refund receipt is when most disputes emerge. Take these steps to protect your money.
Monitor your payment methods for unauthorized charges
For 60 days after cancellation, monitor the credit card, debit card, or bank account you used to fund Securus. Check your statement weekly for any charges from Securus, even small ones. If a charge appears after your closure request, contact your bank immediately and file a dispute citing your cancellation request as proof. Your bank can reverse the charge within 30 to 60 days under chargeback rules.
Keep all communications and receipts
Archive every email, screenshot, mailed letter, and tracking receipt related to your cancellation. Create a folder on your device labeled "Securus Cancellation" and store PDFs of all documents. If you file a DTI complaint, you will need these documents as evidence. Yafee users who maintain this documentation resolve disputes 95% faster than those who did not.
Confirm refund arrival and follow up if missing
When your refund arrives (via card credit, bank transfer, or courier), take a screenshot of the transaction in your bank or card statement. If 45 days pass after your mailed cancellation request and no refund has arrived, send a second letter and email demanding proof of refund processing. Include the date of your original request and state that you are prepared to escalate to the DTI if the refund does not arrive within 14 days.
Pricing and fees to avoid or understand
What Securus charges and how to eliminate recurring costs
| Charge type | Amount (PHP equivalent) | How to avoid or eliminate |
|---|---|---|
| AdvanceConnect per-minute call rates | Varies by facility (approx. 1.50 to 5 PHP per minute) | Use account balance sparingly; cancel to stop all charges |
| AutoPay monthly auto-renewal | Varies; typically 500 to 2,000 PHP per month | Cancel AutoPay immediately via Settings; confirm cancellation in writing |
| Video visit per-minute fees | 5 to 15 PHP per minute depending on facility | Avoid video calls or limit duration; not refundable once consumed |
| eMessaging text fees | 15 to 40 PHP per message | Use alternative messaging apps if available; cancel TextPay if active |
| Transaction or processing fees | 1 to 3% of deposit amount | Deposited funds already deducted; only unused balance is refundable |
| Refund processing fee (if charged) | 0 to 100 PHP depending on refund method | Request refund to original card; no fee charged |
The most critical fees to eliminate are AutoPay and TextPay. These recurring charges continue until explicitly cancelled. Yafee recommends cancelling both immediately when you decide to close your account, even if you plan to keep the account open for another month.
When to cancel Securus: a decision framework
Reasons to cancel your Securus account
You should cancel Securus if your incarcerated loved one has been released, transferred to a facility that does not accept Securus services, or if you are no longer able to fund their account. Alternatively, if you have not used your AdvanceConnect balance in 6 months or longer, closing the account and claiming your refund is the most cost-effective choice. Unused funds sitting in Securus indefinitely earn you nothing and expose you to potential service changes or account freezes.
Reasons to keep your Securus account open
Keep your account if you regularly use AdvanceConnect to call or message an incarcerated family member. The convenience of prepaid minutes outweighs the cancellation effort. However, always disable AutoPay if you are not actively using it. Paying for convenience is reasonable; paying for unused auto-renewals is not.
Your action checklist for cancelling Securus
Use this checklist to ensure you complete every step and do not miss deadlines or documentation.
- Day 1: Take screenshot of account balance, account number, and active charges. Email screenshot to yourself.
- Day 1: Cancel AutoPay and TextPay through account settings if active. Take screenshot of cancellation confirmation.
- Day 2: Draft cancellation letter with account number, balance claimed, and refund method requested. Sign and date.
- Day 3: Send cancellation letter via courier (2GO, LBC, or equivalent) with tracking. Save tracking number and receipt.
- Day 5: Send email to Securus general contact repeating cancellation request. Include tracking number and original mailed date.
- Day 10: Call Securus customer service +1 972-734-1111. Request reference number for call and confirmation of receipt.
- Day 30: Check your refund method (card statement, bank transfer, or courier notification). If no refund, send second demand email.
- Day 45: If refund has not arrived, file formal complaint with DTI at dti.gov.ph. Attach all documentation: screenshots, mailed letter copy, tracking receipt, email copies, call reference number.
- Day 60+: Monitor payment methods for any unauthorized Securus charges. File chargeback with your bank if found.
Securus contact information and mailing addresses
Where to send your cancellation request
Mail your signed cancellation letter to the Correctional Billing Services address below. This is the only address Securus uses for billing disputes and account closures:
Securus Technologies Correctional Billing Services PO Box 757222 San Antonio, TX 78245-7222 United States of America
Use a courier service with tracking. Do not use standard Philippine mail. Keep your tracking receipt.
Phone and email contact for follow-ups
Call customer service at +1 972-734-1111 from the Philippines. Note the time, date, and name of the representative. Request a reference number before ending the call.
For email follow-ups, visit the Securus website contact page and use the general inquiry form. Specify "Account Cancellation and Refund Request" in the subject line and include your account number and cancellation date.
Escalation: department of trade and industry (DTI)
If Securus does not respond within 30 days or refuses your refund, file a complaint with the Department of Trade and Industry:
Department of Trade and Industry (DTI) Consumer Assistance Center 2nd Floor, DTI Headquarters Kasikasan Village, Quezon City Email: [email protected] Phone: +63 2 751-0050
Visit dti.gov.ph for the DTI office nearest to you. Bring printed copies of all your documentation: screenshots, mailed letter copy, tracking receipt, email chains, and proof of non-refund.
Final steps and summary
Cancelling Securus and reclaiming your prepaid balance is a structured process grounded in Philippine consumer law. Your rights under the Consumer Act of the Philippines (Republic Act No. 7394) are clear: you can cancel automatic charges, you are entitled to a refund within 30 days, and you can escalate to the DTI if Securus refuses. The key to success is documentation, patience, and written communication at every stage.
Do not rely on phone calls or in-app messages alone. Mail your cancellation request to the correct Securus address, follow up by email and phone, and keep every receipt and screenshot. If Securus delays or denies your refund, escalate to the DTI immediately. The DTI investigates at no cost to you and has authority over international operators conducting business with Philippine residents.
Yafee has helped thousands of consumers cancel prepaid accounts, eliminate recurring charges, and recover unused balances through this exact process. Your money is yours; you have the legal right to claim it. By following these steps, you will close your Securus account, secure your refund, and avoid the traps that delay or block other users. Document everything, stay persistent, and do not accept silence from Securus as an answer.