April 2, 2015 Mr. Richard Smith Chairman and CEO, Securus Technologies 14651 Dallas Parkway, Suite 600 Dallas, TX 75254 Dear Mr. Smith: This is not the first time you have heard from me, and likely it will not be the last. My son is incarcerated in [REDACTED] County, Texas, and the only way I can visit with him is through your video visitation service. I have been utilizing this service for a year. You have effectively cut me out of personally interacting with my son by insinuating your way into this facility, as well as many others, while prohibiting all in-person visits. I have struggled with the multiple difficulties with your flawed system, including numerous freezing episodes during video visits and complete disconnections. I have debated and fought with your customer support services and learned that every call to customer service is greeted with a recorded estimated wait time of 4 minutes even if it takes 35 minutes to finally reach a human being with whom to speak. I have requested refunds for unsatisfactory calls, resulting from screen freezing and disconnections and have received satisfaction and refunds for only 50 percent of these requests. I have upgraded my internet system and followed every direction that your customer service support personnel offers, even as these instructions conflict with each other (ex.: what web browser to use for the best results). Tonight I experienced yet another insult to my determination to support my son. Tonight, when I logged into Securus to schedule my weekly video chat with my son, I found that the rate has increased 63% since last week, the last time I arranged a video chat. I am appalled at this rate increase. What industry is so unregulated that it can get away with a fee increase that is so substantial? What industry is able to rape innocent family members who wish to support their family members the best way they know? I am sickened at this increase, not only for myself, but all family members who wish to keep in contact with their loved ones to provide emotional support. Perhaps you have the courage to contact me directly to explain to me how your company can justify their actions. Perhaps you have the integrity to directly advise me what your organization represents a corporation destined to make profits on the backs of courageous but battle-fatigued family members and friends. My last letter to you resulted in contact from your representative, [REDACTED] (972-277-****). You should know that he has been ineffectual and does not follow through on promises to investigate issues with the video system. In the past year, your organization has made hundreds of dollars off my and countless others misfortune of having a loved one who has made mistakes. In addition to the difficulties I have experiences with the video system, fees upon fees are incurred to add

money to commissary accounts and phone accounts. Each month I am charged a $3.99 wireless administration fee. Each time I add money to my sons phone account, I am charged $7.99. There is an additional $5.00 convenience fee for using a credit card. When/ where does it end? I would be more than appreciative if you would consider what you are doing to all the unfortunate families in this nation who are struggling to remain in contact with their incarcerated loved ones. Thank you for taking the time to read and consider this letter. Sincerely, Joanne [REDACTED]