adamhalf's profile

Tue, May 24, 2022 7:29 PM

Cancellation of monitoring

Since California has outlawed click to subscribe, call to cancel since 2018 and the FTC outlawed it in 2021 why do I still have to call to cancel my monitoring service?

Official Solution

Community Admin

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2.9K Messages

Il y a 2 m

Hi @adamhalf,

Thank you for bringing this up. I know that there’s quite a bit of interest on this topic! We want you to know that we’re taking the issue very seriously, and our leadership continues to look into it.

I can tell you that our current policy is in the interest of protecting our customers – we are a security company after all! We maintain a strict protocol where we require verbal confirmation of your Safe Word passcode on a recorded line, so we can make sure that whoever is making the request is authorized to do so, and that we have a record of that action taking place.

We do want to make the process as easy for you as possible. Flexibility in your monitoring is a big part of what makes our service unique! If you like, I can put you in touch with a senior specialist to assist with any issues specific to your account.

Advocate

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417 Messages

Il y a 3 m

its SS policy

Which somehow supersedes California and Federal law? I know your support for SimpliSafe runs deep but you can't be serious.

Hey @davey_d can you give an official comment on this? Based on a few sites:

https://www.consumerprotectionreview.com/2021/11/california-passes-updated-automatic-renewal-law/

https://www.cooley.com/news/insight/2021/2021-10-27-california-passes-updated-automatic-renewal-law

https://leginfo.legislature.ca.gov/faces/billTextClient.xhtml?bill_id=202120220AB390

https://www.ftc.gov/system/files/documents/public_statements/1598063/negative_option_policy_statement-10-22-2021-tobureau.pdf?utm_source=govdelivery

It seems pretty clear that you all aren't meeting requirements under CA law which was signed by the governor on October 4, 2021. Based on the FTC document above you may not be meeting federal guidelines either?

In addition, negative option sellers should provide their cancellation mechanisms at least through the same medium (such as website or mobile application) the consumer used to consent to the negative option feature. The negative option seller should provide, at a minimum, the simple mechanism over the same website or web-based application the consumer used to purchase the negative option feature

Are there plans to fix this to comply with state and federal law or am I misreading something here? Please note that this may be a legal matter and, "we cannot comment on future plans" is in no way an acceptable response here.

I'm not looking to cancel for the record but it does irritate the heck out of me that I can't cancel online or via app on general principle and I'd like to see the option there. (It also comes up a fair bit on reddit.)

Community Admin

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2.9K Messages

Hello @worthing , thank you for calling this out. I'm working with our higher-level teams, so I can make sure that I have the most accurate answer for you.

Captain

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4.7K Messages

@worthing​ While it is true I a am a very loyal SS customer, if you search my posts in the past, I do, without hesitation, call Simplisafe out for when I feel service, products, or a customer experience is not what I would consider satisfactory. Given my experience with the likes of an ADT, where I would say the California law was initiated for, the process I described in my original post was meant to say "not burdensome", and I gave a personal example and what their current policy is. Yes, I was definitely serious.  BTW, the links you provided were very informative and were clear what the points of the law are.

(edited)

Advocate

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417 Messages

@davey_d​ 

Thanks so much! Government regulations aside, it's 2022 and y'all are long overdue to add this functionality. I know millennials who would rather text the fire department and sit in a fire and wait to be texted back than have to call someone. :P 

(edited)

Advocate

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417 Messages

@captain11​ 

Ah, I think I get it now. I thought you were literally making the argument that SimpliSafe could ignore state and federal law because they have a policy that runs contrary to the laws which is why I was so astonished.