My LO voice recognition went down!!! And it has be...

My LO voice recognition went down!!! And it has been since mid June, and no one has rectified the issue... I have called, facility and Securus and both of them just blame the other... The first time I called, they didn't even know what facility he was at, that he had been transferred, nothing... They were clueless.. The blame the facility for all issues, and the facility blames them. No one gets strait answer, a technician has still not been to the facility to re-record the voice recognition so that my kid can makes calls... It is absolute trash! They are supposed to be the leading inmate connection company with their call center folks who have dry without remorse responses, and can't help you with nothing but processing payments... Bunch of BS