karenlc259's profile

Sat, Jan 29, 2022 6:55 PM

how to change the safe word?

My husband passed away two months ago.  He had installed the simpli-safe system a year ago.  The only thing I know how to do is turn it on and off.  Here's the problem, 

The credit card that my husband was having billed was closed due to his passing.  I received a notice that the payment was declined. When I called them to make a payment, they asked me for the safe word.  I HAVE NO IDEA WHAT THE SAFE WORD IS!!   He never wrote it down or told me anything about that.  Now, SimpliSafe is unable to help me or take my money unless I know the safe word.  All I seem to talk to are representatives that are of no help.   What can I do?  She said I can't even cancel the account without a safe word.  I guess if I can't pay them, they will eventually cancel me.  I don't know what to do.  I'm alone now in our house and I am afraid without the protection, but they don't seem to want to help me.  Any suggestions? Better alarm systems maybe?  ADT?  

Captain

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4.7K Messages

6 m ago

@

@karenlc259   First, my condolences on your husband's passing.  I suggest you contact support directly at 888-910-1458 and select the customer service option.  Explain the situation again, and, if necessary, ask to be escalated to a manager. There are alternative ways to confirm your identity and get you access to the account.  You should understand the need for security to prevent fraud or worse, but a manager or above should be able to handle your situation.  SImplisafe is, in my 10 year experience with them, the best company in the industry. Also, as a former 9 year ADT customer, please, do not go near them.  They are, in my experience, used car salesmen, and worse, extremely expensive and have a contract that would put a Philadelphia attorney to shame. Please post your outcome here if you get a chance.

(edited)

Community Admin

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2.9K Messages

6 m ago

Hi karenlc259,

First, I'd like to echo the condolences, and also offer a sincere apology for the inconvenience. Yes, as part of how we keep our customers' info secure, we do have strict protocols that include requiring the Safe Word passcode to make changes to the account.

But we do have a backup way of verifying, which (from what I can see in your account) you might have already done. We're already having a senior Support agent give you a call for the last step. Please keep an ear out for that call very soon!

Captain

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4.7K Messages

@davey_d​ Thank you for the excellent follow up on this, especially on the weekend.  @karenlc259  hope SS's response clears everything for you.

4 Messages

6 m ago

When it's this hard to give a company money, especially when you're a surviving spouse, it means the company hasn't sufficently thought through or planned for some processes.

Community Admin

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2.9K Messages

I hear you. In this case, the original poster had encountered our strict protocols for protecting our customers' security and privacy. We wouldn't want just anyone having access to your accounts, so we have to go through verification.

 

We do encourage customers to make sure that their partners/spouses, or anyone else who should have control of the account, also know the Safe Word. That's the easiest way to verify that whoever is calling is authorized to make changes to the account.

But if that isn't possible, we still have alternate ways of confirming, that might just take a bit more time.