Securus Form – Fill Out and Use This PDF

Updated: Nov 10, 2026

The Securus form, officially recognized as the Dropped Call Investigation Form, is a document provided by Securus Correctional Billing Services (SCBS) for disputing dropped calls that were billed. This form allows customers to request an investigation into calls that were prematurely disconnected, outlining specific calls with their dates, times, and originating numbers. It is essential for customers to submit their disputes within 90 days of the call to be eligible for a credit.

To begin resolving any issues with dropped calls billed by SCBS, fill out the Securus form by clicking the button below.

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Securus Form PDF Details

At the heart of the telecommunications challenges faced by individuals connected to correctional facilities lies the Securus Dropped Call Investigation Form, a document that becomes crucial when a call, billed by Securus Correctional Billing Services (SCBS), is prematurely disconnected. This form serves as a testament to the intricate process of disputing charges for calls that did not reach their intended duration, often a frustrating anomaly for friends and family of the incarcerated. Individuals are required to submit their claims within a specific 90-day window from the date of the dropped call, providing detailed information such as the date, time, and origin of the interrupted communication to initiate the investigation process. The form outlines specific conditions under which credits will not be issued, such as calls to wireless devices, attempts at fraud, or calls impacted by third-party services, emphasizing the company’s exemption from quality issues on cellular networks. By completing and submitting this form, customers authorize SCBS to delve into call records, recordings, and other relevant data in an effort to uncover the reasons behind the disconnection. The investigation's outcome might lead to account adjustments if it's determined that the premature disconnection was out of the customers' control, yet it also prepares individuals for the possibility of being held accountable for the charges if the calls do not meet the criteria for credit. This document not only facilitates a structured avenue for dispute resolution but also underscores the complexities of maintaining communication with loved ones in correctional settings, all while navigating the policies of telecommunication services specialized in this sensitive area.

Question	Answer
Form Name	Securus Form
Form Length	1 pages
Fillable?	No
Fillable fields	0
Avg. time to fill out	15 sec
Other names	securus dispute form, securus dropped form, securus form, securustech

How to Fill Out Dropped Call Investigation Form

Dropped Call Investigation Form at a glance

What it is: The Dropped Call Investigation Form is the Investigation Form for dropped calls billed by Securus Correctional Billing Services (SCBS).

Who signs: The customer of record signs on the Customer of Record Signature line.

A filled-in Dropped Call Investigation Form example: a customer disputes three dropped calls

Dropped Call Investigation Form example filled out, example: a customer disputes three dropped calls — Maria Lopez, the customer of record, files the Dropped Call Investigation Form. She disputes three calls from the last 90 days, each billed to her landline account. The picture shows the form filled in, and none of its entries is real. Each call was placed within 90 days of the signing date.

How to fill out Dropped Call Investigation Form, box by box

Customer of record, telephone number and address

As the customer of record and party responsible for telephone service, write your Full Name, then the Telephone Number located at the Complete Address.

Date, Time and From

On each line, fill in the Date, the Time and From.

Signing the form

Write the Customer of Record Printed Name and fill in the Date.

The customer of record signs on the Customer of Record Signature line.

More rules for Dropped Call Investigation Form

The form authorizes SCBS to conduct a complete investigation to determine why these calls terminated, and SCBS may access call records, call recordings or other records pertaining to your telephone account.

When SCBS has completed their investigation, your account will be updated with actions taken to address these disputes. The investigation could take up to 30 days to complete upon receipt of form. Completing this form does not absolve you from financial responsibility should the call charges be sustained at the completion of the investigation. If SCBS determines that the calls under investigation were terminated due to either party disconnecting the call, you 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 your telephone account.

Common questions about Dropped Call Investigation Form

Is there a deadline?

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.

Where do I file it?

Please return form: By Fax: 972-277-0714 By Mail: Securus Correctional Billing Services, PO BOX 1109, Addison TX 75001 By Email: customer_service@securustech.net. For investigation results, call 800-844-6591.

When is this form not the right one?

Securus is not responsible for the transmission quality of wireless/cellular networks, so Securus cannot issue credits for dropped calls to cell phones or wireless devices. SCBS will solely credit calls placed to landline numbers if the calls terminated for reasons SCBS is able to verify. Calls will not be credited if any of the following occurred: calls to cell phones or wireless devices; calls over 90 days old; calls terminated for fraud attempts; calls dropped due to 3-way calling attempts; calls dropped due to call transfer/call forward attempt; calls placed on hold by called party; calls placed to cordless or speaker phones; calls interrupted by using/answering call waiting; calls dropped due to line silence (stopping or pausing); calls dropped due to dialing of additional digits on phone keypad (DTMF).

Sources

[1] Dropped Call Investigation Form, Securus Correctional Billing Services (SCBS), the form as served on this page (the Official source link on this page).